Cineworld Reviews 1,662

Rude and awful service. Booking incorrect due to their incorrect website and wouldn't give full refund. No wonder people go elsewhere these days!

I got my 82-year-old mother an unlimited pass, which she used without any problems on her first visit. However, the next day, staff, including the manager at Cineworld Feltham branch, denied her entry, insisting she show a confirmation email, despite having the same valid pass.

When I called to resolve this, the manager claimed my mother was rude, even though she was just confused and upset. I explained him that they should help her and offer support to guide her. Despite my apology on her behalf, they still refused her entry.

This experience was upsetting for my mom who is 82 years of age and left a lasting negative impression. I hope Cineworld improves how it handles elderly customers.

Worst customer service I have ever received, if ur looking to get a film pass don’t do it here! Weeks to reply to emails only to do the complete opposite thing and not reply to you. Feels like the customer service team is trying to ruin ur day

The website itself is fine. I did run into issues renewing my cineworld unlimited card once. But that's the only problem I've ever had with it. Their support team has been off-shored so expect slow responses to email from people who struggle to understand your query.

Your experience in cinemas will vary depending on how well your local cinema is run. There's no other way to put it but it's pure luck. My local Cineworld is the most popular of all 3 that are in the city. Unfortunately that means it gets most of the problems including kids being loud or sneaking into 18 rated films. People bring loud, rude or using their phones (including taking calls) in the middle of films. Cinema equipment and facilities that don't work. Staff that just don't care and won't do anything about issues you'd expect them to deal with. I'll never forget that their bouncer was unwilling to remove children under the age of 12 from the 18 rated screening of I know what you did last summer or that I once had to wait 50 minutes into a movie to have the cinema lights turned off because the one staff member who knew how to do it was unavailable.

You're not necessarily going to have these problems but it is a possibility. Personally I'll be switching local cinemas once my unlimited card expires.

As a frequent cinema goer I use the Cineworld in York regularly. On my latest booking I accidentally booked Tuesday instead of Monday. I have no online account having checked out as a guest and I’m woefully dissapointed with the service particularly as the email is sent from a no reply address. I can see available seats on the Monday I mistakenly didn’t book however Cineworlds poor service isn’t permitting me to change the seats to the day I wanted to book for. I think Everyman and Vue shall be getting my custom in future. Here is their reply to my request to change the seats, what poor poor customer service:

Hello Lauren,

Please be advised that customers who have purchased tickets online without a MyCineworld account are not entitled to a refund.

For future online bookings, please sign up for a My Cineworld account here to manage your own booking.

My Cineworld account holders are able to cancel their bookings up to 120 minutes (2 hours) prior to the start of the booked performance provided the tickets have not already been collected at the cinema.

Yours sincerely,

The Cineworld Team

In January I tried and used multiple methods to cancel my membership, filled contact us form multiple times but not received any acknowledgement or answer. Recently I got an email saying that I am on due, which is strange.

I am suffering from your recent changes in the system, your emails changed but unlimited @ cineworld.co.uk hyperlinked to customer.services @ cineworld.co.uk and when I contacted the hyperlinked address it says the email is no longer monitored.

This is causing me lot of problem mentally.

I also previously tried to see with email if that works but no use, filled contact form but no use.

Is anyone really working there at customer services?

Have booked a birthday party for my 7 year old. Thought it was a cool idea that she and all her friends can have a cinema screen to themselves. You’re told once you have booked and paid that someone will be in touch from the events planning. I wasn’t. I got in touch with them with questions regarding making it special for a birthday, ie balloons or banners or some kind of person that will greet us for the birthday and make it feel like a party and special. Can we have cake? What’s involved other than the film and a couple of snacks? And basically I’ve been told we cannot have any decorations or balloons. We cannot have candles or a knife for cake cutting. I need to tell a member of staff when we arrive we are there for a party and everyone can meet in the foyer before hand. Do not be fooled by the sales pitch of a birthday party, it’s not! Might be good for older children that don’t want all the fuss but I feel my 7 year old and all her friends are going to be a bit disappointed and confused.

The website is atrocious. Made worse by imposing an unnecessary time limit to complete the booking. I only use Cineworld with the Tesco club card rewards, otherwise would go elsewhere.

Absolutely fuming 3 months trying to resolve an issue god knows why they ask for a number and best time to contact you as they never do anyway despite so many requests! Absolute joke just being read scripted responses with an error on your site! You don’t even look at the full case - is odeon doing 4dx yet? Cause Cineworld clearly don’t give a damn about their customers

Can't renew my son's unlimited card for his birthday as they changed the age limit. Deeply upset. It was of limited use for under 15 anyways so we were really looking forward to using it to see 15's. Why set the age limit to 16. That seems a bit stupid. The website form won't submit a complaint without an unlimited card number which we don't have because we cannot renew. It's like they don't want to know about what is wrong with their site/experience.

I’ve been a regular Cineworld customer for years and always appreciated the friendly, flexible service that went above and beyond. Sadly, that standard seems to have vanished.

Recently, I booked tickets B Ref WSG6TJM for a film screening with my family, but due to major travel disruptions caused by the Brighton Marathon, we were unable to reach the cinema. I attempted to cancel well in advance — more than two hours before the screening — but the app wouldn’t allow it because I had used Clubcard points and a partial card payment. To make matters worse, I submitted a complaint more than two hours before the film started, which should show my genuine intent to cancel within the timeframe they require.

Instead of help, I received a robotic, “computer says no”-style response, pointing me to a cancellation method that clearly doesn’t work for all booking types. No phone support. No personal engagement. Just a no-reply email and an FAQ link I’d already seen.

All I asked for was a credit or reschedule — something small to ensure my daughter didn’t miss out on the experience. But Cineworld wouldn’t budge, not even as a gesture of goodwill.

If Cineworld is wondering why more customers are staying away and seats are going empty, they might want to look at situations like this. It's not just about the movie — it’s about how you treat people when things go wrong.

Very disappointed.

Cineworld unlimited. Just dont bother. If you canel they wont restart your old membership as that's just too easy. Instead start a new membership which then you can't link with the app as it has the old membership. Try calling them, virtually no helpdesk exists. And then thet wonder why they struggle to get people in the door.

We turned up with tickets purchased via my perks i have with work to be told we can't use them at the cinema we chose because it was in the wrong group. Service was absolutely disgusting, ques were huge and we were told we had to pay for our items and then que again to buy the hotdogs as they weren't cooked. Toilets were a disgrace. On an Easter bank Holiday it shocks me they only had 2 members of staff serving when there were more and more people coming in and waiting. We were not the only people who were disgruntled when being served. Considering our family works on a budget I find it disappointing that we spent over £135 to be faced with such a dissatisfied experience.

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.