Cineworld Reviews 

We visited Cineworld Enfield on May 3rd to watch a film, but partway through the screening the cinema was evacuated and we had to leave before the film finished.

At the time, managers told everyone present that we would receive an email and a refund because we were unable to complete the screening. Since then, we have received nothing except automated, computer-generated responses with no actual resolution or refund.

It is now extremely frustrating that after being promised compensation in person by management, there has been no meaningful customer service or follow-up whatsoever.

Mistakes and emergencies can happen — that part is understandable. What is not acceptable is making promises to customers and then completely failing to honour them or provide proper communication afterwards.

Very disappointing experience and very poor customer service from Cineworld Enfield.

Absolutely terrible experience at the Cineworld O2 on Sunday 17 May 2026 for the 2:00pm Michael Jackson film. I’m a Hassra member and had already booked tickets and food bundles, yet staff had no idea how to process them. After nearly 10 minutes of confusion, I had to tell them myself to scan the barcode.

I was also supposed to receive a free cinema ticket through my membership, but staff refused to honour it and forced us to buy another ticket. After more issues with the Hassra discount, my aunty ended up paying an extra £25 because of staff incompetence.

The managers were even worse — rude, dismissive, and completely unhelpful. Instead of apologising or resolving the situation, one manager only cared about saying he “doesn’t work for Cineworld” when I said I’d complain. Another staff member was so rude I had to ask someone else to serve me.

Completely ruined the experience. Poor customer service, poor training, and zero accountability. I expect compensation and a proper apology.

By mistake I booked tickets for Newport, Wales instead of Newport, Isle of Wight. The latter apparently appeared just under Isle of Wight). I had to buy new tickets and Cineworld refused a refund.

THE WORST CUSTOMER SERVICE EVER. ABSOLUTE SCAMMERY. I bought a ticket to see a movie but had to cancel a week before so plenty of notice. I asked for a refund, KNOWING that i had booked with a MyCineworld account. They refused and now all my money has gone down the drain. I will never visit this ridiculous institution. Don't go to Cineworld folks, go somewhere that's worth your money. Vue and Odeon are great alternatives!

Cineworld are big time crooks who have now made it compulsory to add a credit card details to register their membership. You assume that you have a right to cancel after the 12 months membership. NO. They hold onto your details and there is no option to cancel. When your attempt to do that online, they refuse saying contact customer services, when you contact customer services they say you go online. Real day light robbery. Nobody should ever take on a membership of Cineworld.

I would not even give them 1 star. The customer service department is abysmal and I was left leaving very uncomfortable, with no response for over a month before they finally just cancelled my account, without supplying me the recommend a friend "free" month I was actually enquiring about. Harry was the random name left by them, and I am back to waiting with no response. For all the hassle you get trying to cancel, I just wouldnt bother signing up with them. Its a real shame tho as cinemas are dying, but with service like this its not a surprise.

I have purchased a Service Seat voucher to renew my Cineworld membership.

Last year I was able to call the Customer Service Team and apply a voucher with no issues at all.

Now they have removed the ability to talk to anyone at all.

I have been round and round with Bot Ai generated replies to my questions and no real answer to any of my queries.

Today I followed the instructions provided and there is no place to enter a voucher number to renew my Unlimited.

I can't fault the local Cineworld I use. The team is amazing and always happy to help. I feel like approaching them for help as the conversaion I am having with the AI Bot is pretty repetative and boring.

I even sent a complaint in and I basically to told off for sending too many queries in. Again, AI Bot generate.

The reason I know it is a Bot, all my responses used my full name as one word. The didn't seperate my first and last name.

If I can't resolve this soon, I will ask for a refund of my Voucher and go else where.

Customer Serivce is a joke in my opinion.

Little update. I've already got the exact same AI Bot generated message I recieved the very first time I contacted Cineworld.

This probably seems trivial but I didn't like how Cineworld sneak in a 50p charge for an SMS text when booking online. It isn't clear that you actually need the text, which you don't, so I received one. As I said, it may seem trivial but I feel it's at best, underhanded and at worst, bordering dishonesty. What does it cost to send a text? I'd like them to tell me because I think the 50p is really to help cover the cost of the card transaction. Even a trivial thing like this causes me to not want to do business with a company again so, I probably won't. Poor show, Cineworld!

Cineworld cancelled the showing of the film we had booked only the day before and did not notify us of the change. On our arrival at the cinema the manager tried to persuade us to hang around for an hour until the next showing of the film but we had already booked a restaurant for after the film (and an hour's delay would have left us eating too late in the evening). The cinema manager did not even volunteer a refund - which she then only agreed to after we suggested that a refund may be due.

Very disappointing experience with Cineworld York.

Visited with my sons to watch a film and ended up receiving an £85 parking charge due to unclear parking rules. The stay matched the full film duration (over 4 hours including trailers), so this was simply normal use of the cinema.

While the car park is not owned by Cineworld, it is effectively the only parking available for the site, so it is entirely reasonable for customers to assume it is intended for cinema use. Recent changes mean parking is now only free for 4 hours unless you obtain a code inside, but this is not clearly signposted in the car park and was not mentioned by staff.

As a result, it is very easy for genuine customers to be caught out.

What’s most disappointing is Cineworld’s response. I've emailed them a number of times but they refused to help or offer any goodwill, relying on generic replies rather than addressing the issue.

This turned a straightforward family visit into a frustrating and expensive experience. I won’t be returning. My advice - go to Vue cinema instead, cheaper, not parking non-sense and the staff have always been kind and helpful

Booking seats via app was fine, contrary to a lot of reviews (using paypal). However the cinema experience itself was bad - and has put me off ever going back (Crawley). 32, yes THIRTY TWO minutes of adverts before the film started. Outrageous. Do Cineworld think people have nothing better to do with their time than be subjected to 32 minutes of ads - and played at an almost unbearably loud volume. I was expecting about 20, as it’s been that way for a while, so arrived 10 mins ‘late’ but then was subjected to ad after ad after ad, all of which were brain dead nonsense. Will stick to smaller independent cinemas from now on.

They had no Michael Mitch and said they didn’t order any it is unbelievable

AWFUL website. Constantly glitches out, starts over, then you can't pick the seats you selected. It literally doesn't even work on the phone - you can only book tickets on desktop (with difficulty)

A complete joke. Like a website from 2000

Watched Glenrothan Film At Bradford Cineworld Today + Had Ace Customer Service By All Staff At The Cineworld + Enjoyed The Film As Well + A Cineworld Unlimited Card Member So I Really Do Recommend Cinema To All + Shows Ace Films That I Like Alot + Has Ace Snacks As Well Too + I Enjoy This Place.

I wouldn’t even give 1 Star.

UPDATE: My Bank notified me, CW had not even attempted to take payment for my daughter’s account. Due 12-13th they closed it permanently on 9th! I’ve demanded a deadlock letter as they have illegally closed this account and refuse to reinstate. Customer service are APPALLING. They are in Administration and I can CLEARLY see why!

Being a loyal Unlimited Customer alongside my teenage daughter. I changed payment methods on both accounts, however because they failed to follow correct FCA Procedures, both Banks declined. I managed to resolve one and the bank approved it. However my daughter’s account and she’s under 16, Cineworld stopped immediately.
My payment date is 12-13th, Cineworld tried to take out 8th and closed account 9th. No warnings.

However after, Customer Service have been beyond horrendous by blocking/unblocking accounts? Putting age restrictions on, not allowing me to delete both accounts. Response by Patience was useless. She didn’t make sense! So I’m now in limbo? Can’t use accounts, delete them and paid for one?! It seems other people are receiving same kind of abhorrent treatment.
Cineworld you will loose loyal customers if you continue this disgraceful behaviour.

Great 4DX experience but what I wanted to review is the kind customer service. My daughter left her expensive bag at Didsbury cinema, I called and the lovely security guard went and checked for me and put it in lost property and then a kind customer service gentleman handed it back to me with everything in tact. I know it’s not much to ask but the little things make a difference these days.

DO NOT BUY GIFT VOUCHERS ONLINE.
Gift vouchers purchased online do not work if you want to book via the website. Customer service is atrocious they have not responded and it’s been over seven days. I’m thinking the customer service is non-existent.

After 10 years as a loyal Unlimited account holder and 20 minutes typing my customer service enquiry, I received their emailed refusal to help, quicker than it would have taken someone to read my enquiry.

Very difficult to cancel membership, I've raised three tickets trying to cancel now.

I had a very disappointing experience with Cineworld Watford
During a recent visit, the screening was completely disrupted by a group who were loud throughout and even vaping inside the auditorium. Multiple complaints were made to staff during the film, but no effective action was taken to resolve the situation.
The experience was essentially ruined, yet the handling afterwards was even more frustrating. Customer service offered vouchers, which I declined, and then refused a refund on the basis that we stayed for the full duration of the film—despite the fact that the disruption was ongoing and had been reported more than once.
This shows a clear lack of accountability and poor customer care. When a service is not delivered properly and complaints are ignored in real time, customers should not be left out of pocket.
Very disappointing response and not the level of service expected.