Cineworld Cinemas Reviews 172

We booked to see 4DX and the seats and rain didn’t work. I had to go and find a member of staff who sorted the seats but I missed the first 10 minutes of the film. The rain never worked. They won’t even give me a discount on a future visit even tho they have broken the consumer rights act of 2015. I claimed my money back through my bank as charge back as they agreed with me.

We booked tickets via Service seats as we are blue light holders went to use them on the Cineworld website only to be met with an error code. I think ok no sweat will just start again except it was showing that my codes had been redeemed. Still assuming rationally that this could be an easy fix I contacted customer support and diligently provided them with all the information they asked for. I was instantly met with an abrasive tone first accusing me of having done something wrong and then accusing the third party (who had done their duty in providing me the codes) when I said I would not be taking the issue up with the third party they then proceeded to ignore my emails for 3 days and very helpfully don’t have a phone line!! Exasperated I decided to turn up at the cinema anyway (Stevanage) we explained the issue to the colleague and manager at the till and they were polite, helpful and resolved the issue with ease! We can’t fault the staff here at the actual cinema but are wondering if it was that simple why the corporate knuckleheads couldn’t seem to work it out. This has left we skeptical to book with Cineworld in future

Do not go to Cineworld Harlow (Harvey Centre)!! I Booked and paid for a seats that were not available! The screen was full and there were no seats for us. Then told by the most unprofessional manager (I think her name was Scarlett) I have had the misfortune to meet that they wouldn’t refund our money😡😡 I started to video the conversation as evidence and she tried to knock my phone out of my hand. The whole situation is shameful, shocking and quite obviously against against the law….. I will be taking this matter further, to court if necessary!!!
I have footage of the whole incident.
I am considering also contacting the police as she was threatening me….. How she is a manager I have no idea.

I find the cineworld app easy to use, free from bugs and whenever i do have a problem it gets resolved relatively quickly (DM's on X are usualyl sorted quickest). My local cinema (Leeds) is always clean and tidy with friendly staff. I dont use the concession stands as all the prices are scandalous (but this is a cinema industry problem and not just confined to Cineworld). Would recommend the Unlimited card if you go the cinema more than once a month, i saw over 100 films in the last calendar year for little more than £150

What an absolute palava .I went onto my blue light account to get discount. Tried putting in codes for all four ticket to book tickets and seats and it keeps coming up error message ..No human contact to speak to someone and customer service message service very slow .Still haven't been contacted .I'm hoping they contact me before Sunday as these tickets were a birthday present ..payment is still showing pending on my card .Would be grateful if someone would contact me before Sunday regarding this as I will have a very disappointed birthday girl ..

Cineworld have taken traditional pork hot dogs away and replaced them with Halal meat alternatives, which I find both clandestine & disturbing. Why is Cineworld pandering to a small section of society who demand Halal, whist excluding the larger percentage who can’t or won’t? This move is an absolute disgrace!! It is obviously NOT an inclusive business.

My grandson visited MK Cineworld this week our tickets and seating was dealt with buy a a young Matt called Matt who was very friendly and helpful.

I recently purchased tickets for the wrong cinema which we identified when we arrived at the local cinema. Staff helpfully advised to complete an online form for a refund and we purchased tickets for the performance. 3 weeks later I had a response outlining that the issue couldn’t be resolved after the showing which the form was originally sent. After several emails, no refund was forthcoming and I said I would not use them again. This prompted a good will gesture of two tickets provided I could provide evidence that we had seen the film at the correct venue. As we were unable to do this despite my sharing bank statement evidence they withdrew the good will gesture was withdrawn and no further correspondence was received. I cannot believe how unreasonable they have been about what was a simple mistake.

Extremely disrespectful customer service. Messy seats. Offensive micro aggressions towards me and my family. Genuinely dont come here

Disappointing lack of response to lost property reports
I dropped a box of wireless ear-buds at Birmingham Broad Street Cineworld on 15th July. The following day, I tried to speak to someone directly, but the website offered no contact number—only a lost property form. I completed it and received an automated message saying I should expect a reply within 5–7 days.
Weeks passed with no response, so I submitted another form. Same automated reply, same silence.
I understand the use of automation for efficiency, but when it replaces basic customer care, like dealing with a lost item, it becomes frustrating. The complete lack of response to both submissions is poor, and the absence of any human contact option makes the process feel dismissive. I've accepted that it was quite an expensive film to watch with the lost ear-buds and the cost of tickets, snacks, etc.
Cineworld may want to reconsider how it handles such matters.

We accidentally booked tickets for the wrong cinema only realising on arrival at the cinema. Staff were friendly but dismissive saying we would have to buy more tickets, which we did.
When talking to the manager he initially offered to get involved and help us then backtracked telling us to do it ourselves.
The only way to contact Cineworld is by email. We explained the problem and immediately received a No response obviously a decision made by a robot!!
Cineworld has gone down in my estimation I’ve paid £85 to see “Naked Gun”
What a waste!!

I wanted to share some constructive feedback regarding the usability of your website. Over the past hour, I’ve attempted to book tickets using several different payment methods, including Google Pay, PayPal and a standard debit card, all of which were unsuccessful.

Each time, the site displays a red loading indicator, and a faint message in the background reads: “Error. We are unable to process your payment method, please provide another payment method.” Despite following this instruction, none of the available options have worked.

This experience has been frustrating and reflects poorly on the reliability of your digital platform. A functioning and user-friendly website is a basic expectation in the cinema and entertainment industry, particularly when alternative services offer a more seamless experience.

I hope your team is able to resolve this issue promptly, as it’s currently preventing customers from completing purchases and engaging with your services.

Lost my wallet and had to cancel my cards while on holiday. Got an email about missed payment for my Unlimited account (active for 9 months). Promptly got in touch to explain the situation, tell them that I would be home in a few days and ask if Cineworld could freeze the account or delay payment. I wanted to pay, I just physically couldn't.

To paraphrase: "sorry, nothing we can do, your account will be cancelled shortly, bye"

Livid. Unfortunately it's my only local cinema, which may mean I miss out on my biggest passion due to a lack of compassion. Gutted and disappointed do not come close to my feelings on this.

Went to cineworld Wembley - just an okay experience the seats were flimsy, i'm not sure why the light in the cinema were not turned off completely they were just dimmed a little. The worst part was the Speakers weren't good it seemed as if im watching at my home just with big screen i was not getting any of that cinema experience out of it like i had in Vue cinema

Cineworld Hounslow is a big part of my life . Staff are like my family
Everyone at cineworld Hounslow are really amazing and friendly.

Maryam is amazing 7 STARS
Louie and Jon are super men.

Louie and Jon are amazing HELPFUL and very kind
MARYAM IS AMAZINGLY HELPFUL
7 STARS

I'm an Unlimited Card holder, had a problem with the app that was preventing me from booking a particular film so in the end I just paid for the ticket as I had promised my son we'd go that night. George from customer services was really helpful and refunded the ticket for me. Really kind of him.

I used the cineworld booking system and it generated random seat allocation so i had to book again so that my party could all sit together. They refused to refund the booking fee for their system error! I've written to them 17 times and showed them the system errors but still they refuse to refund the booking fee.

I booked tickets for a movie scheduled for 24th July at Stoke Cineworld and paid £22. After booking, I found out that the movie is not actually screening at that location. This is incredibly frustrating as I changed my plans based on the booking information provided on your website.

To make matters worse, I’ve tried contacting customer service multiple times and haven’t received any response. It's unacceptable to display movies that aren't showing, leading customers to pay for something that doesn't exist.

This experience has been absolutely disappointing and a waste of time and money. I expect a full refund and for someone from Cineworld to contact me as soon as possible to resolve this issue.

Tried to book seats, got through to payment, the app crashed.

Reopened it—those seats now marked unavailable. Not because anyone booked them, but because the app locked them after the failed attempt.

Tried again with different seats. Crash. Locked out. Again.

Did this multiple times. Same crap, every single time!!!
You cannot book tickets. That makes the app utterly fecking useless.

Their attempt at humour—“the minions have been alerted”—is irritating and completely misplaced, especially when the issue just keeps happening. There’s nothing funny about an app that doesn’t work, and pretending it’s being fixed only adds to the frustration.

This constant failure is a hassle. What’s the point in having the unlimited card if you can’t even book a ticket?

I've been an unlimited member for years, but I've finally had enough of Cineworld and am cancelling.

I've had numerous issues over the years, both at the actual cinema and with customer services. My most recent issue was the last straw.

I asked them about cleaning, it occurred to me that the seats should be cleaned. I didn't get a response, so when I got chewing gum on a top I had to throw away, I chased it up.

I had to ask several times about the actual seats, because they never gave a direct answer. They refused to compensate me in any way for my top (a free uplift would've been nice!). They said I should've contacted the duty manager on site within 30 minutes!!

When I told them I'm Autistic and don't feel comfortable approaching people, they just said again I needed to speak to a duty manager, which is completely invalidating my disability!! Not only that, but after all of the above, they dismissed me saying all further emails would just be treated as feedback and that's that!!

I refuse to give any more money to a company that has so little regard for their customers!