Cineworld Reviews 1.668

Staff are rude and unhelpful, show zero interest towards helping customers having to make bookings on their phones because the kiosks at the cinema weren't working.

Complaints and feedback team are an absolute joke too, you wait ages for a generic reply to your complaint that completely fails to respond to anything raised.

The staff were very rude and were ignorant of what I tried to say to them. I would not recommend coming here and instead go to vue or a different cinema. Anywhere but this joke of a cinema!!!
DORRIS

Very good service by the staff named Dsouza, he served me and my family very fast he was polite and very professional.
And we all had a very good time at cinema.

As an unlimited customer with 3 others as friends and family, the 4 of us go to Crawley cineworld often. Now though the app will no longer let me book for more than 1 person, I have complained but received no response. There is no longer a phone number. Their app over the years has been rubbish but I thought they'd finally sorted it. Oh well the 4 of us have been unlimited members since 2012, but we shall be cancelling. Fed up with them.

Appalling company, accidentally booked tickets for today (meant to be Saturday), realised within minutes but they are refusing to amend or refund. No customer service number and a bot on the end of the customer services chat. No wonder they are going bust.

Deserves zero! We took our family to see the new Minecraft Movie. It was completely ruined a family sat behind us. We got our heads banged several times,seats kicked, constant talking,aggressive man. I mentioned to Cineworld and the response was appalling. The response and I quote "If you feel any behaviour is or was inappropriate, this is unfortunate"
Cost us nearly £60 to be treated like that. The other reviews says it all! SHOCKING attitude from Cineworld.

I have a cineworld unlimited card or rather tried to they failed to take payment and i have been trying for 2 months to pay via their webpage which constantly throws up errors no matter what browser, what device and no matter which card is used. Its not me as it goes through my banking apps approval and all is fine until it loads back and throws up an error from them. I have contacted the cinema countless times to which no log has clearly been made and I'm given the same useless advice. I have since paid for tickets as my daughter wants to see films so its an added costs for things which should be included and discounted. I just need a call to resolve the customer services is shocking....dont you want to make money? Two months ive been trying to pay. I want to get this resolved yet i'm just told repeatedly to try another browser or send the error message.

Haven't been to Cineworld cardiff for a while. For some reason they have decided to back the push for a cashless society and minimise cash payments, with only 1 cash till?.I don't like paying for a bag of popcorn with a card..pointless. The overall cleanliness has deteriorated. there are stains on every step of the moving stairs and even a hole knocked through the plasterboard of the large beam at the end of the last moving stairs. Also had to sit through loads of adverts about how humans have caused climate change.?..Not my idea of relaxing. From now on i will only be supporting cinemas that take cash. Disappointing as this was my favourite cinema!

Would give a zero if I could. Attended cineworld screening of Minecraft 18.40 at Edinburgh Fountainpark. Tickets had been sold to approx 50plus kids without a parent. Ranging from around 10-15. They intimidated customers. Asked them to move from their seats as they wanted to sit there jumped all over the seats. Launching sweets and popcorn at everyone. We didn’t even make it to the end of the trailers and by then my daughter was very upset, refusing to stay. Feeling intimidated with every move she made. If you moved in your seat it was a torrent of abuse and a round of applause. This was brought to the attention of the staff where 3 18-25 year old staff were sent in to address this. I explained the situation was given vouchers to return and advised to come at a quieter time. The team member dealing with me entered the office and explained to management that customers were now leaving. I work on site in another Venue and am aware how difficult this is to patrol or control but at no point would I make my customers feel they were in the wrong for coming at a weekend. Unfortunately my daughter will never return to this cinema. Taking your child out of the cinema shaking and crying is not a good experience.

Cineworld cancelled a Deadpool & Wolverine screening after having announced it for several and many of us bought a ticket. Then we were lied to saying we would be refunded within a week and that also did not happen. After contacting them on their website I am told no refunds are to be made unless I have an account in their website, which is nonsense because they allow to buy tickets without it and the screening was cancelled by themselves! It adds up to robbery and scam!

Ridiculous customer service - you can't see from the theatre map where the aisles are for people who need to be aisle seated, then there is no way to contact them. When you fill in the online form no one responds. Then if you make a genuine mistake during the booking process (booked the wrong date by mistake) there is no way to change it despite there being plenty of seats free and being the same price. Realise I should have double checked the date but can't see why it shouldn't be possible to just phone and say can we move it to the next day when I realised around 10 seconds after booking. Robbers and looking to have zero interaction with customers.

Service terrible closed a cinema offered me a discount on new cinema three months later still being charged a surcharge
Acknowledge requests but do not resolve the issue
Unlimited problems all over the country reading other reviews

1 star is being generous. The customer service is shocking. I've had so many issues with my unlimited card and they won't even offer a voucher for the inconvenience of not being able to use it for 2 months. Whilst still wanting me to pay the monthly balance. Off to Odeon then 👍

booked a live NT screening at a lot of cost spent time getting the seat I wanted. one week before Cineworld sent an email saying oops changed the screen because of demand here is your new seat. There is no way to contact them on the phone no way to change the seat they have sent the ticket still has the old details. Their contempt for customers is breath taking.

Cineworld cancelled by booking, couldn't email or webchat with them so after numerous filling in of their online complaint form and getting no response I got a refund from my bank.
Terrible customer service and complaint procedure.

Why will no one get in touch?! There's zero customer service, the app is littered with bugs and error messages and all I get is copy and paste responses. When will you actually provide assistance and solve this issue?

My partner and I visited Cineworld High Wycombe on March 4th, 2025, for the 18:30 showing of Captain America. Unfortunately, our experience was far from satisfactory.
Firstly, our valid Three Plus Cineworld discount codes were repeatedly rejected at the till, forcing us to pay full price for our tickets. This was frustrating and suggests a potential flaw in their discount system.
Secondly, during the film, my partner briefly used her phone to record a short "boomerang" clip for personal use. This resulted in her being approached and removed from the auditorium by a staff member. The manner in which this was handled was unnecessarily confrontational and caused significant distress. We were also not informed of the cinema’s policy on mobile phone usage, as we arrived after the film had started. The staff member's use of the term Piracy was also incorrect.
The entire experience was marred by poor customer service and a lack of clear communication. We left feeling disappointed and upset. I hope Cineworld takes this feedback seriously and addresses these issues to prevent similar experiences for other customers. I have also submitted a formal complaint via email."

I've tried to setup a direct payment for 3 months and for some reason they managed to never get it to work. They also have the audacity to charge a late fee for their own screw up. This combine with their horrendous support is just unacceptable and will see about swapping to ODEON.

I've been an unlimited member for several yeas and am seriously considering ditching due to the dire lack of quality films.
I am consistently struggling to find a film that I want to watch, as the films that are generally shown are either old or made for TV films which are released very quickly on streaming platforms.

I NEED two decent films per month to make the fee worthwhile, and looking at the future releases there are only around three that I want to watch in a 10 month period.

And I am absolutely outraged that when I book a guest to watch a film with me that they add a damn booking fee for each ticket. Scandalous robbery (IT'S ONE TRANSACTION and unlimited members shouldn't be charged)

DO NOT GET CINEWORLD UNLIMITED.
Cineworld are taking my money despite cancelling the subscription in August. You cant contact them by phone and emailing is an absolute waste of time. They take weeks to respond and when they do the incompetence of the staff is just unbelievable. I am now taking them to a small claims court to get my money back which they have unlawfully taken.