Cineworld Cinemas Reviews 172

Why am I getting charged a booking fee for booking through the Cineworld website? Their own site? Just have transparent pricing and put your ticket prices up.

I recently made a booking to see Bridget Jones at the Hemel Hempstead Cineworld. When checking in i was told I have made the booking form the previous day in error. They advised to contact the customer service as they would know the tickets had not been used and I would be able to get a refund or at least a voucher. i appreciate this was my mistake, however I did as was advised and despite sending several messages to Cineworld, all I received was several replies from a "no reply" email address telling me I could cancel a booking after 2 hours before the start of the screening. This clearly conflicted with the information provided to me by the staff at the Hemel Cineworld and gave me no way of questioning this further. This was a very frustrating experience and very poor customer service.

Don’t bother booking system garbage. Error, every time we tried booking we ended up trying to re book and our seats we’d booked were still allocated to us half hour later! Rubbish

We visited to watch Bridget jones today and the machine swallowed our tickets so we had to wait for a manager to print tickets then had to queue up again to get our popcorn and bits my wife struggles to stand for long times and there are no seats to sit on as only 2 benches, yet we were in queue for over 35 minutes I asked for a tray so I could carry my wife and my bits and they said they couldn’t.
We used to have a Cineworld cards but cancelled them because of the poor service yet it seems to have got worse over 50 ppl waiting and only 3 people serving by the time I got to my seat my cheese for my snack was stone cold and had a skin on it, with the prices of things and the service I was disappointed more than usual. Don’t know if we will be back again to be honest.
No disability seats for ppl to sit while they wait.
Sweets that you can buy in supermarkets for £1.65 are like £ 4.65 it’s no wonder people can’t afford to go much anymore.

I booked tickets online totalling over £64 when arriving at the Milton Keynes Cineworld none of the ticket collection machines were working, staff at the counter couldn't print tickets, had to go through the same issue at the entrance to the screens. Also the toilets absolutely stank of urine, really not a good experience for over £64 spend.

No 'dedicated customer service team' exists at all. Shocking that you only have a contact form that clearly nobody checks. Vouchers codes not working and a complete joke.I will be using other cinemas instead and I will continue to fill out contact forms on a daily basis until we get to the bottom of where my money has gone since I have been unable to use any of the vouchers I purchased.

Very good place to watch a movie.

For the price of the tickets the amount of adverts you show assaulted my eyeballs.

Totally useless customer service.
Bought 2 ticket's, arrived and went to purchase food and drinks at the counter. Server said my payment had not gone through, so paid a second time.
Checked my account 3 days later to see that both payments had left my account. Charged £48 for nachos and drinks 😂
Contacted customer service, received only a generic email back... fast forward a week, still no reply so contacted again, same generic in response.
Another 4 days and ended up going to the branch and speaking to the manager, who was pleasant but as much use as a chocolate fireguard!
He asked me to forward what I'd sent to customer service and get them to look into it, and wouldn't you know it the next day they contacted me asking for more information which I sent on 25/11/24. Guess what? Same generic email in response and nothing since from them.
Ended up having to go through my bank to try to claim the second payment back 😡
Really should know how to get their house in order!!

Why oh why, as the months pass, does the volume get louder and louder. In the past I have had problems with the level of volume but on my last visit ( Wicked) my ears were actually hurting and this lasted for a couple of hours after. Please can someone turn down the volume. We are not deaf, BUT WE WILL BE IF YOU KEEP DEAFENING US

Customer service - what a joke.
I submitted requested information twice after paying for tickets that we’re not received. All I got was the same e Mail - twice - telling me that they couldn’t locate a booking on my e Mail address
So - where had the money showing on my credit card gone.
Absolute hopeless trying to get any help from them.

Every time I go to Cineworld I wonder if sticking a fork in my eye would be less painful than dealing with the staff here. It’s so painful. Never ever met a group of people who care less, are less competent, and who will do everything to make your experience painful. I think I have to go elsewhere before I really opt for the fork in the eye!

Belfast Odyssey, Auditorium 8, 17.40 pm, opening day of Paddington In Peru - (along with my wife) felt frozen from start to finish, was using an overcoat and scarf to maintain some warmth (the onset of winter, bearing in mind the date). It seems others might've experienced heating issues within the Cineworld chain auditoriums (whether too cold or hot, perhaps depending on the time of year and whatever the internal underlying reasons). Also it follows on from my previous complaint, trying in vain to book tickets online (subsequently liaising via email with the executive branch personnel). But now this actual experience marred the novelty of visiting for the first time and the movie itself, when they're supposed to be better than all the rest (of the less hi-tech competition)! ps relatively deserted premises, considering it was a Friday night too. Also, unless the screening is enhanced in some specialist way (we saw in 2D), the price guage is not value for money, neither for tickets nor the snacks. The only part of which they offer some consolation, is free parking (accredited to your ticket) for a film duration - although I'm not sure how that compares to the circumstances (on the cost) of different urban cinema zones.

Customer Services in Non Existent - Do NOT expect any response within a month and even then their response is useless.
Basic Business acumen needed urgently
Cinemas themselves not so bad

Accidentally booked a film smile for Tuesday 39 th October instead of 31 st October as under pressure putting in Tesco voucher and on a time limit and having to pay rest by card as soon as I saw my mistake within 5 mins that’s it no help went to cinema to see if they would change the day but no all this private policy or should I say no one is allowed to make a mistake so lost £50 to them as we didn’t get to see the film and cineworld at Bexleyheath offer absolutely nothing when they can easily check availability and just move the days just money takers that’s all they are see why they are all closing down there’s no real customer service just rip people off .

Not the cleanest but very good service

I recently paid for two tickets to watch a movie at Cineworld Wembley, and it was an absolute nightmare. A group of 5-6 unruly children completely ruined the entire viewing experience. They were constantly running around, making loud noises, talking on their phones, taking annoying flash photos, and even fighting with each other. Despite the security guard giving them a warning, they were allowed to stay instead of being removed and banned for at least a few months to prevent future disruptions.

Their behaviour was so bad that they scared off two young teenage girls by following them outside their seats. Eventually, they just called someone to pick them up and left, but the damage was done. The whole evening was wasted, and we also left feeling frustrated and disappointed.

I reached out to Cineworld for a full refund but have yet to receive any response, making their customer service a complete letdown. On the bright side, the staff and service people were nice and friendly, but it didn’t make up for the terrible experience. I strongly recommend avoiding Cineworld Wembley and choosing another cinema to ensure you actually enjoy your movie night.

Been a Cineworld unlimited customer for more years than I can remember, certainly more than 10 years.

I've been happy with it until recently when it has become a right old mess.

Need to cancel a booking, no problems, login to my online account ... but no, it shows that I have no bookings. In fact it doesn't show any previous bookings either. It used to show a history but now, absolutely nothing.

So I look for a telephone number - couldn't find one. So I google for a telephone number, called it only to hear a recorded message saying that they no longer accept telephone calls and to use the online messaging.

So I used online messages and absolutely nothing, it as if it is being ignored.

So in summary, the online account system is a mess, there is no way to contact Cineworld, and there is no way to cancel the booking that I no longer want.

I know they have massive financial issues and filed for bankruptcy in the USA so maybe this is just the symptoms of a dying business.

Terrible customer service. Arrived with my 15 year old son to watch the the Joker (Ashton under Lyne) and the age rating was TBC (too be confirmed) when I booked , still saying that on my tickets. They asked my son for ID, what 15 year old has photo ID. Very rude man, I want a refund for web order WQN8L5R. I checked out as a guest so cannot log in and can’t contact customer services as you make it that difficult . I want a full refund for my tickets due to your mistake and your incompetent staff

Place is a joke, I couldn't get in because I was 15 mins early but the other lady was letting everyone in so I said why are they in then so she didn't know what to say and let me in plus tickets say 5 quid but they were coming up at 6 quid each at the cinema, which was fine but then I tried to dark knight and you have to pay 1.90 fee somehow so might as well buy them at the cinema, false advertisements