Cineworld Reviews 1,662

We went to watch a film at the St Helens Cineworld because we received a voucher from a friend for my wife's birthday. We parked in the cineworld car park, but because of the inordinate amount of adverts and trailers, we exceeded the 2.5 hours by 10 minutes, we have now received a £100 fine.

I asked cineworld if they could intervene for me and contact the car parking company to explain that we were at the cinema for the whole time instead of going around the shops etc. and they refused.

They say on their mission statement that they have empathy and that the customer is at the centre of all they do, but this plainly isn't the case.

We won't be going back.

Edit: I visited the local cinema in person as I couldn't contact them by telephone or email and they kindly got in touch with the parking company to have the parking fine cancelled. Thank you. It's a shame that cineworld's Central customer services department couldn't be as helpful.

im not sure if its just the digital projectors installed in the cineworld chain but i have to say that i will never go to their cinemas to watch any film ever again.
when they were running 35mm the image quality was always outstanding.But now the digital projector image is absolutely dire....no contrast,no true blacks but grey washed out tones and colours and sharpness non evident.
i will not pay good money to watch films there any more but will spend it to buy the 4k version to view on my outstanding oled tv.

Horrid little chavs ruined the black phone 2 movie on the release day on Friday. Someone went to complain to a member of staff and yet no one came to tell them to leave. They were using their phones, constantly had the flash on their phones waving them about from start to 2 thirds of the movie until they thankfully left, which when they did they shouted something inaudible/unintelligible as I don't speak chav. Disgusting that a complaint was made and NOTHING WAS DONE. Cineworld Sheffield FYI

I visited Cineworld in Bently Bridge this evening to see a well movie. I went in the afternoon to purchase the tickets. Even went there 15 minutes early because I was eager to get settled in for the movie. Once the movie started. The the volume of the sound system of the movie was excruciatingly loud almost deafening to the point where we had to go and mention it to the staff to lower the volume. Initially our reaction was to muffle the sound with putting soft tissues in our ears. After initial complaint a staff came and lower the volume but these didn’t make any difference at the end of the movie was that took the stuff tissue in my ear out? The volume was even more deafening with the title music..
My instant reaction was to go and speak to the manager. But I ended up speaking to the supervisor on duty. Who was simply reluctant give me the name ,when I asked to speak to the manager 10 minutes later she appeared and informed me that the reason why he could come and stated they could not lower the volume and me an explanation that the movie was that made that way and they just switched the machine on once the time was set for the movie to start. This indicates the lack of propriety in their business. When I asked as a multinational company, they’ve got appropriate technical machines to adjust the volume, according to the size of the theatre as some movies are shown in small theatre and if the volume is not adjusted, it would have an impact on the intensity of the sound. She did not understand what I was saying and stated that that’s how the movie was made and Cineworld would not be able to do anything. Throughout our conversation, she kept on looking away from me over the shoulder on the floor but avoiding eye contact for several times. I insisted on speaking to the manager several times she offered a complimentary drink cinema tickets and at the same time I refused. I still wanted to speak to the manager and when he finally appeared after 10 minutes of waiting. I thanked him for coming out to speak to us. His response was.” I am on limited time.” at this point I understood to be indication he was not interested about my issues. I asked his name and left. This body language given an indication he was not bothered thus indicating lack of acknowledgement to be unprofessional professional . I will not be visiting the cinema again. I just left a bed experience and also indication on the level of staff work there as such entertainment industry needs to address customer service and have they sell the product. It is a shame so much effort goes into making movies and at the delivery point people who deliver cannot make a good job of it. such a shame.

Cineworld has really gone down hill. There are ongoing problems with booking via the app, as well as on the machines at the cinema.
If you have any problems you can't speak to anyone from customer services anymore, you can only email and then wait a few days for a reply. I used a compare the market code then the app crashed, so I had to go into the cinema get the tickets and the drive back again.

If you try and talk to anyone at the cinema then don't care.

I had a simple query that could be answered by one phone call to a particular cinema. Impossible to contact them directly, you have to use a contact form on their website I received a 'cut and pasted' reply from what I presume was a person in India which did not address my query and stated my query could not be answered by Cineworld (even though it most definitely could). I repeated my query twice, stating that they had not understood my query. I received the same reply on both occasions. I then emailed the CEO making a complaint about the service I had received and got a reply from THE SAME PERSON I had complained about... with the same original reply. I tried again and in addition to the same reply I was advised to contact them (the same Cineworld Customer service person) directly. This was sent from a 'no-reply' email. Honestly, you could not make this up.

The website is the absolute worst , been on it 40 mins and still can’t book. No wonder they are closing all over. It should not be this hard in 2025 if you do manage to book you get charged £1 per person booking fee, how else are you supposed to book / buy a ticket? Simply awful

Very helpful staff from the kiosk to the people checking your tickets.
Top notch customer service Chesterfield Cineworld.

Bought a 3 months unlimited membership for me and my my husband which is due to exprire on 12th October, sadly the cinema we use closed sunday 28th September therefore it was agreed we would be partly refunded, have been messaging them for days to try to get this actioned, also, an email came through to say that our contracts would be expriring and that they would be auto renewing which i am totally against. The email said that if we dont wish to renew then to call a number which i did, the call said that phonecalls are no longer supported so i have been also mailing for days to make sure they do not take any money from my account but am being ignored. Their customer service is a joke, will have to take copies of all the contact ive made to show my bank so that they cant touch money from my back account. Beware when signing up with this company

STOKE-ON-TRENT BRANCH -

Extremely rude staff (particularly the man with long tied back ginger-ish hair who we assume to be the manager?) who doesn’t even know Cineworld’s own policy on taking cold food into the cinema.

Don’t follow their policies by taking in COLD food (in our instance cake and a biscuit) because apparently it has “been baked somewhere else” so doesn’t count as cold 🤣🤣 He wasn’t even nice about it either, just rude and condescending. He must’ve clearly been bored.

In this economy you’d think they’d be abit more relaxed and welcoming to their customers. We’ll take our business elsewhere, Vue Newcastle is so much better especially when it comes to staff politeness and general policies 🫶🏼

I booked 2 tickets (£10 total) and 2 pairs of 3D glasses (£2.50) in advance on the Cineworld app. The checkout page only said to collect the glasses from the cinema, it didn’t say anywhere that they were non refundable.

Later I needed to change the showing and Cineworld refunded the tickets but refused to refund the glasses. When I asked why, I was just pointed to their online terms and conditions (point 7.13). The problem is that info wasn’t shown at the time of purchase, only hidden away in T&Cs afterwards.

I don’t think that’s fair or transparent. £2.50 isn’t the issue, it’s the fact that Cineworld won’t be upfront with customers. After raising this, they’ve said their position is final and won’t reply further. Pretty poor way of dealing with a simple complaint.

The, i will say ‘manager’ Rachel, is nothing but rude confrontational.
The cinema had let me sons friends in to the cinema- age 13, to watch a pg 15 film, obviously without asking for identification.
When my son went, who actually suffers with a growth problem they point blank refused him entry, even with an adult. She then in an INCREDBLY VILE wah ‘spoke’ to me over a call (the number on the website doesn’t work so dont try it- something else i will be complaining on) her attitude was awful, blunt, rude, standoffish, and could offer no explanation of why some are let in without id and others (who have growth issues) arent allowed in. Basically my decision, its not happening, and then refused to have any further conversation on why and how they are saying they are checking id, when quite clearly they arent.
I have been a manager, hired managers and work in customer services, directly with customer, in training etc, i deal with and have dealt with every type of consumer and her response to my questions were nothing short of rude, uncalled for, unprofessional and i would hand on heart not have her employed as one of my staff. I will continue to persue Braintree cineworld with their head office, in reference to ‘manager’ Rachel and her ability to talk to the general public and therefore do her job.
Disgusted doesn’t even begin to describe her services, a formal complaint to be logged, and all of the cineworld complaints procedures will be monitored.

Bought tickets with smart spending app, purchases completed, didn't received the confirmation email and they couldn't provide one after many e-mail. Will never step a foot there anymore

Tried to contact Cineworld over account as couldn't book. Took them 2 days to reply, the saga is ongoing and all I want to know is do I need to create a new account.
Terrible customer service, asked for a phone call but said they couldn't do this, a minute conversation wouild have sorted this, not surprised they are going bust if this is the service they offer!

The worst most frustrating experience using the website or app.Always issues entering Tesco vouchers even though correct and valid, not accepted please check ? Wanted the Tesco £5 September deal,eventually code went through but didn't give me the deal.Went to payment, payment not accepted, total waste of time.

The manager wouldn't let me and my kids watch an animation movie even if I watched it with them.

it was awful. i booked online so me (F 17), my mum (F 40), and sibling (M 15) could go and watch the conjuring. my brother, who obviously looks 15, was asked for ID when he has never been asked before. granted, we should've brought it, but it's whatever.

we asked for a refund, but we weren't allowed one since in the time they kept us waiting in line, the 2 hour mark hit. literally no help. it wouldn't have been 2 hours if they hadn't made us wait. 😕

36 pound i am never getting back ! do not go

Awful staff asking for photo id for my daughter. We don’t have a passport and wouldn’t accept pop card, debit card or a cea card. Basically called a liar. Do you really think I’d take my child to see a film that isn’t age appropriate. Not all kids have photo id so they have to miss out.

I had cancelled my previous unlimited membership and signed up for a new one. Now I can’t even make any bookings on the website or app with my new unlimited subscription. It doesn’t give me the option to check out with the unlimited option.