Cineworld Cinemas Reviews 172

Absolutely shocking. Couldn’t make the film due to family emergency and then rang customer service who were no help at all. Telling me to hang up and that I couldn’t get a refund no matter what. Even tho I sent a email explaining what had happened. Then they lied and said I didn’t send the email.

Ruined evening, wasted trip to Dover, missed film because staff failed to tell us that the screen had been changed.Awful customer service.

In the afternoon we went to the Dover cinema and booked tickets for an evening performance. Returned to the cinema in the evening, on time for the start. Took our seats. When the programme had not started, 20 minutes later, my sister went to tell the ushers. Then the programme started, and when it finally got to the film..,it was the wrong film!
When the usher checked our tickets he did not tell us that the screen had been changed. By then the film we had come to see was 15mins in.
Manager gave me a refund and a voucher to visit again for free.
He gave the two others with me a voucher each, but as they had used reward vouchers from their mobile phone provider, the Cineworld voucher essentially replaced those and did not give them anything as compensation or apology.

Several emails to customer services has been a total waste of time. They fail to understand that replacing one voucher with another does not give you anything as an apology for messing up your evening. Their suggestion is to ask 3 to replace the vouchers they issued….so would have to waste time doing that as well.

Absolutely useless.

A ruined viewing of latest Mission Impossible film courtesy of Cineworld , Hemel Hempstead!

The cinema was overrun by ‘Travellers’ children who were blatant in their total disregard for paying customers entitlement to view a film in peace ,free of disruptive and anti social behaviour!
The staff on duty were unable to cope with the 8 or so reprobates and allowed them to run amok. It was total bedlam and I will be writing to Cineworld head office demanding for a full refund or additional tickets as compensation for a ruined evening!!!

Visited on Sat the 5th of Aug. The cinema screen 4 was extremely hot, there was a lack of air and it made the experience very uncomfortable. The rest of the experience was very excellent.

Wandsworth, Southside is always the best Cineworld to visit. The staff are always so nice and the cinema clean and well organized. Will always be my top choice. Staff member -Jasper, serving behind the food counter and drinks was so polite and helpful. His colleague was also polite and helpful.

Very poor experience with customer services trying to resolve an issue with cinema vouchers which were bought for us as a Christmas present. What a waste of money for our friends who bought them. Don't waste your money on this company of you have other options - go to Odeon or a local cinema instead

I visited the Wakefield Cineworld for the last screening of the film Evil Dead Rise. I lost my purse in the screen which was given back to me the following day. However, £60 was stolen from my purse and it was confirmed it was the cleaner who was the only person around the purse. No customer went near the purse since it was the last screening. The police could not help and then Cineworld refused due to it being a cleaning agency. Honestly steer clear as if times were not hard enough they have no customer service and allow their employees to steal customer's property.

I’d give zero stars if I could! I called the customer service line to make a complaint and the guy on the phone said “you’ll have to email it to management” . I then explained I have a disability that makes doing emails difficult. He then told me to hang on, put me on hold and then the phone hung up!

I called back and was greeted by another person who told me again “ you’ll have to email management” I, again, explained that I have a disability and want to make a complaint orally or with another alternative. They then said “I could give you another email address” . So they weren’t listening to the fact that I have a disability. They then said “emailing is the only way”.

I was astonished! I asked what I should if I can’t email, they said “get a friend to do it”

I shouldn’t have to! I was and am appalled by this complete brazen act of discrimination from not one but two people!
This goes against the equality act 2010, it clearly says on the website you can call or email a complaint but yet I was told it was not possible to complain via phone.

I am a loyal, consistent unlimited card holder, but after I’ve seen some films that I have booked I will be withdrawing my membership and never go to a Cineworld again. And I will consistently tell others of this experience so they don’t have to suffer the way I did.

Absolutely disgusting and humiliating that my disability was not respected and ignored.

Just a chain that’s interested in money and not people who keep it going!

I can't believe my film starts time was 1:30pm and didn't start till 1:50pm this is a regular occurance at cineworld Barnsley and the excuse there gave is ads start at the film time, even the ads don't start at that time. I've been to parkway cinema the film starts at the time shown, same with the Vue cinema, 3 films and the longest wait time was over an hour after the time the movie should have started.

Hounslow: Awful cinema, newly built and looks nice with spacious seating but staff, especially the manager, Chris who deals with customers in a supercilious, smug and frankly rude manner instead of showing compassion for paying customers. Even with proof of Unlimited membership he happily turns away disabled customers if they do not have a hard copy of the card, knowing it causes additional difficulties.

Went to barnsley cine world 4dx to wacth the new transformers with my mother in law and the service was outstanding by the manager Dan would recommend, rebbca a luvly pleasant lady behind the till served us and was very helpful will definitely be returning.

I am unlimited customer since past 16 months.i was refused to enter into theater today for not bringing a physical card with me. I showed picture of unlimited and spoke to manager to verify my unlimited with 18 digit code to check my account was active or not. what he says is disgusting. He claims he don't know or he cannot check weather my unlimited card is active or not. And still refused my entry. He also asked to me call customer service to get a temporary pass to show them. I called customer support and they asked me to pay 5 pounds for a replacement card. I didn't lost the card. they are just trying to rob me.i took a ticket in counter to watch the movie and watched it. Shame on you cineworld management and customer support. I argue to pay my money back.

Just seen John Wick and although the film was entertaining the temperature in the cinema was far too cold and made for a very unpleasant 3hr movie experience.

Disgusting , ignorant, incompetent so called, laughingly advisors at the foreign call centre! Don’t use this company. Disgusting !

I have been an unlimited member of them for two years, and I have never been this shocked

I cancelled my booking via the mobile app, which said the money would be credited to 'credit'. I got confused and called their customer service line. Without getting any relevant information, the lady on the phone immediately said I couldn't get a refund because I used a Tesco voucher. After I indicated I didn't use a voucher and repeated my questions, she seemed finally listened and asked for my booking references. Then she just said my refund would be issued to my credit card, which is funny because I didn't save my credit card info at Cineworld and always used Paypal to pay. I informed her of this, and she just said she didn't know how I could pay with PayPal and that the refund would be issued to my card. I hung up because it was a pure waste of time.

Shockingly incompetent and untrained customer service people.

I'm a member since 2018 September and today I was refused to book the ticket for one of the romantic comedy movie with my son while he was sleeping in his pushchair. Come on guys its a mother's day and I'm a single mother wanted to enjoy my day. Have a little understanding. I haven't experience Costumer service like today. Shame of u guys

Terrible customer service that didn’t want to issue a refund even do I have chickenpox. They seem to be okay with me going to the cinema and spreading a viral infection to the public.

IMAX 4D for the experience is also not great

Awful experience. Refused entry by a power hungry podium host (Eddie). Wasted time so the movie had started before calling management when we requested for her. Lied about his position in the company and lied to management about the situation that occurred.

West Indiia Quay staff have no respect for the medium of film. They keep interrupting screenings on the pretext that they are attempting to stop piracy. Using intrusive infrared goggles to detect if any one is recording the film. They walk infront or the screen and up and down the stairs often during key dramatic scenes and it totally ruins my enjoyment of every film I see there. Once, when I looked disapprovingly at one man doing this he came right up to me in my aisle and asked me if I was alright, when it was him causing the disturbance. I was infuriated. Absolutely clueless. Thinking of ending my unlimited membership as a result. No other cinema does this ever as far as I'm aware. I gather most do piracy surveillance via cctv. So why can't Cineworld do the same. Their staff don't even attempt to be discrete. It happens whether there is just a few, a few hundred or just one person in the screening and it's so distracting, annoying and unappreciative of the joys of the cinematic experience. How can it be immersive under those circumstances?!!! Has this happened repeatedly to anyone else?

I lost my scarf in a local Cineworld cinema. After repetative phone calls and speaking to telephone operatives in other countries I met with a brick wall. I was told the local cinema had been contacted who knew nothing about it (I later found out it had been handed in to one of the staff by someone seated nearby). I was told to e-mail Cineworld about it. I did and have never got an answer. Absolute disregard for their customers enquiries. Lost property is a joke. Say goodbye to your lost items. I never go to Cineworld now.