Cineworld Cinemas Avis 175

Kenny the manager in Cineworld West India Quay is fantastic. I accidently booked the wrong day to watch the MJ movie and could not get a refund, so he gave me a complimentary drink and popcorn.

Thanks again Kenny

I visited Cineworld Wembley on Bank Holiday Monday for the 17:00 4DX showing of the Michael Jackson movie with my 13‑year‑old son. What should have been a simple, enjoyable outing turned into one of the worst customer service experiences I’ve ever had.

I used workplace perks vouchers for 1 adult and 1 child ticket. I fully understand that third‑party vouchers can sometimes have issues — but nothing prepared me for the rudeness and unprofessional behaviour I encountered from a staff member named Leon.

Leon was dismissive from the moment I approached the counter. When the child voucher didn’t scan, he refused to try the code manually and told me to buy another voucher or pay full price. Under pressure, I bought another voucher in front of him and that one didn’t work either. When I questioned why he made me buy it, he sarcastically said, “I didn’t tell you to buy it, that was your choice.”

When I asked for a manager, Leon walked away and deliberately deleted my entire booking, including the seats I had already selected. This was completely unprofessional and escalated the situation unnecessarily.

The General Manager, Suhal, then came over. Instead of listening to what happened, he immediately defended Leon. He made irrelevant comments about growing up in Brixton and “around Caribbean people,” which felt like a prejudiced assumption about me. The way I was spoken to portrayed me as an “angry Black woman,” which was disgusting, humiliating, and completely unacceptable — especially in front of my son.

Because Leon deleted my booking, I lost my original seats. Suhal then tried to present new seats as a “gesture of goodwill,” claiming they were seats they “don’t normally sell.” There was no goodwill here — it was simply fixing a problem his staff caused.

In total, I ended up paying £58.80 for 1 adult and 1 child ticket, plus £8.50 for parking. I didn’t get into the screen until 17:43, missing the first 10 minutes of the film. The stress and embarrassment ruined the entire experience for both me and my son.

To make matters worse, when I tried to speak to Suhal again after the film, I was told he had already left  and unbelievably, none of the remaining staff even knew his name. The only person who treated me with dignity and respect was Monika, the Team Leader who took over the transaction after Leon deleted everything.

This was an extremely expensive and distressing Bank Holiday for a single mum who simply wanted to enjoy a movie with her child. Cineworld Wembley seriously needs to address the behaviour of its staff and management.

Imagine paying £67.30 1 adult and 1 child , nachos, two large icees

I’m an Unlimited member, and I have been unable to book any Unlimited tickets since 11 days ago. I’ve sent 5 messages to Cineworld, and haven’t received any response at all. This is ridiculous customer service for a monthly subscription membership.

I went to Cineworld in Ely to buy pick n mix for my family, i spent £30 and it was mostly old and stale, it had obviously been sat there for months, i had to throw half of it away, i wrote to them and not even bothered replying

Yet again they fine you £100 for parking watching a film that 3 hours 28 minutes long.

I will never use cineworld again. NEVER. You employ Eurocarparks its your responsibility to make sure your customers are not inconvenienced financially or otherwise.

You hide the car registration machine inside the secondary foyer behind a door! Clearly scamming people.

Terrible sound. The left and right front channels were turned off, so literally zero power to the music and SFX. I spoke to the staff in the foyer within 10 minutes of the film starting and nothing was done about it. This is the second time this has happened and completely ruins the experience when sound is 50% of a film! Will be hesitant about returning unless I have to.

I booked tickets with specific seats to accommodate my two sons’ autism-related needs. Cineworld changed the screen and our seats, and they didn’t notify us until just a few hours before we were due to watch the film, so unfortunately we had to cancel. We received a refund for the tickets, but they kept the booking fee.

In my view, it’s illegal for them to keep the booking fee when they changed the contract. I’ve emailed several times, but they only quote their terms and conditions. Be very careful when booking, because Cineworld seems to keep booking fees even when they make changes, and it appears to be a common tactic.

BE VERY CAREFUL WHEN BOOKING, BECAUSE CINEWORLD SEEMS TO KEEP THE BOOKING FEE EVEN WHEN THEY MAKE CHANGES, AND THIS APPEARS TO BE A COMMON TACTIC. Nothing more than common criminals.

My partner purchased a ticket for today instead of friday , he did it via the guest feature, the guest feature is the companies scam button that means you have void yourselve of a refund.
I wanted to take my disbled son to the cinema and for cineworld to do the moral thing and refund , but no they have stolen our money and wont refund because of their scam policies. After friday we wont ever return to cineworld again , you cant steal peoples money over a simple mistake thats not how GOOD BUISNESS WORKS.

WARNING:
Went out to the cinema and had a meal afterwards. The reward for not staying at home and streaming the film was a £60 parking charge for overstaying the allowed time by 11 minutes. Do they want people to come out to the cinema? Don’t bother leaving home, it’s way cheaper

This company is a complete con.

They provide zero warning that on their website if you buy tickets as a guest you have zero rights to amend your booking. They also only offer email service, no phones.

No wonder cinemas are losing profits each year with such punitive policies.

To make matters worse, I spent £50 on tickets which is an awful lot of money to lose.

Perhaps they can learn from Everyman who instead allow exchanges to any booking.

I’ve been a Cineworld Unlimited member since 2009, but dealing with a recent billing issue has been extremely frustrating.

After the closure of a Glasgow Cineworld, my membership price should have reduced to £12.99 per month. However, I continued to be charged £17.99 for several months.

I contacted Cineworld about this in December when it became clear the change hadn’t been applied to my account for 3 months. My initial emails received no response at all, and I eventually had to speak to a manager at my local cinema to get the issue escalated.

I was told that my overcharges would be applied to my January bill (never once been offered an actual refund at any point in this saga), which should have amounted to £15 in overcharges being taken off a £12.99 bill, but they took it off a £17.99 bill and still charged me the other £2.99, indicating they still hadn't fixed my account. Even after this, the billing continued incorrectly and I had to chase the issue repeatedly through multiple emails over the following months.Responses were slow and often contained confusing or inconsistent explanations, including references to system transitions and account credits rather than addressing the underlying issue that the membership price had not actually been corrected. Never taking any actual accountability, and still taking my money.

The situation may actually finally be balanced through account credits (though I will have to wait until my next billing date to see if they've finally done what I've asked), but only after around seven months of having this issue. Different representatives then provided conflicting explanations, and despite Cineworld already acknowledging in earlier emails that it had been overcharging me, I was later asked to provide bank statements to prove the issue again.

The most frustrating part of this experience was how difficult Cineworld is to contact when something goes wrong. Emails frequently go unanswered for long periods, and there appears to be no straightforward way to speak to someone who can resolve billing problems directly. What also seems inconsistent is, if it is indeed finally fixed, that my account was simply balanced to correct the overcharges, while another Unlimited member in the same household who experienced the same issue was given three free months as a goodwill gesture. Vidhee at Cineworld simply told me "You have already received compensation that exceeds the original overpayment, and your account is now fully up to date with no further action needed.". The "exceeded" amount was 98p, by the way (or -£5ish if you include the incorrect solve in January). For someone who has been a customer for 16 years, this falls entirely short of an acceptable outcome after having to hound them for my own money for months.

For a subscription service, accurate billing and accessible customer support should be basic expectations. Unfortunately, this experience has made Cineworld feel very difficult to deal with if you ever need help and has left a very loyal customer furious.

I booked a ticket for a movie and made sure to make a my cineworld account. My plans changed and i could no longer attend. I asked politely for a refund and they rudely responded saying I didn't book it under that account, when I did. Emailed them again, took ages to reply. Tried to at least CANCEL my booking, and it didn't even let me do that! Disgusting customer service. Now i will never get my money back. I will never be going here again. Cineworld, do better.

I bought a gift card and got charged twice for the transaction, only received the one gift card. I have contacted cine world customer service who have just told me to take it up with my bank!

As I got in Rochester cinema bad lounge and seating cold loud but has colouring sadly no crayons or pens and very expensive food but once in comfortable seats it was loud I slept kind staff could be better went once before it was better I would give it a 3.8 stars out of 5

While the Cineworld cinemas are amazing !!! the customer service has a lot to be desired I have just sent a complaint in to Cineworld and they obviously didn't read it !! they just sent a completely different email back to me as if they haven't even read what I had said to them !!
Very hard to get any information on contacting them you cant email them, you can't ring them,
This is my complaint

Dear Cineworld

I've tried using the contact you on your website and it doesn't work when you click send it's not going anywhere it's just sits there !!!

Can you please tell me 1. why are senior tickets the same price as normal tickets for the cinema what is the point in having a senior section when it's no different !!!! me and my girlfriend who love the cinema have a combine age of 136 years between us .

2. Why when I apply the voucher you sent me it says two tickets for £10 plus £1 booking fee then it says to pay £22.98 it did this when I went to Ashton-under-Lyne cinema recently I didn't get 2 tickets for £10 it ended up costing me £21,96 on 24/1/26 went to see mercy. I've been visiting the cinema at Bolton quite a few times in the last six months because I think it's a wonderful cinema .

3. Why have you stopped doing 3D that is the reason I ended up at Ashton under lyn in the first place because mercy was not showing at Bolton cinema in 3D I saw avatar in 3D at the Bolton cinema

Cheers les

I cancelled my Unlimited membership and received confirmation by email that there would be no further subscription fees taken. Despite this, I later received another email stating that I had restarted an Unlimited subscription, which I did not do. Shortly after, a charge of £17.99 was taken from my bank account without my authorisation.

I contacted your customer service team by email, who stated that no fee had been taken. I then provided both my bank statement showing the £17.99 charge and the relevant email correspondence confirming my cancellation. Despite this, no action has been taken so far and I have not received a resolution or refund.

I am extremely concerned about this situation, particularly as I have since seen similar complaints from other customers on Trustpilot describing the same issue.

I am requesting:
1. An immediate refund of the £17.99 taken incorrectly
2. Written confirmation that my Cineworld Unlimited subscription is fully cancelled
3. Assurance that no further charges will be taken from my account

Very simply, I took my daughter to the cinema and screening smelt bad throughout. The place was dirty with sticky floors, the seats were old fabric ones and heavily stained, and there was discarded food everywhere — on the floor, on seats, and even as you walked to the screening.

The projector showing the feature-length cartoon kept going dark and light and was constantly flickering, which made it hard to watch.

This was reported to staff on site, who showed no interest whatsoever. We ended up leaving before the film had even finished.

I then emailed in and received a farcical response two weeks later from management saying I should have left within 20 minutes, as that is their protocol for complaints. I wrote back questioning this shambolic response, only to receive another email confirming they had “definitely taken my feedback seriously” and that they would not be replying any further.

Well done Cineworld Rochester, you have really let your quality shine through.

In summary, you get what you pay for. Paying extra for Showcase Bluewater is ALWAYS worth it over this circus — and I use the word circus deliberately, as clearly the management are clowns.

I’ll start with the good points:
The staff are friendly, the seats are so comfortable and brilliant with the recliners added, and the food is delicious!

The bad points: Their website lets it down.
They need to give it a major update, as it never remembers my login, the first time I book it always comes up with an error, which causes the seats I pick to be unavailable, and sometimes after picking another two seats, the payment method doesn’t always activate when on the page, and you can’t refresh the page. If you see this, please fix your website.

AVOID AT ALL COSTS!!! Go Vue instead, it’s a better experience. If I could give no stars I would.

Their practices boarder on fraud and they don’t seem to give two figs about personal data and GDPR. I contacted them to cancel my membership as we weren’t using it half as much as we used to and I had a confirmation email on the 5th Jan stating all cancelled and I wouldn’t be charged any more. A day later I get an email welcoming me to Unlimited. I emailed them with no response. On the 16th money was taken from my account for the subscription I had written confirmation of cancellation. I tried phoning them, phone doesn’t work. I tried emailing them, told to fill out an online form. At this point I had other bills to pay so called my bank for the direct debit to be cancelled and they gave me my money back. I then received an email from Cineworld claiming I had missed a payment (the absolute cheek!). When I finally got an email back the person, very casually tells me that as I have missed a payment that I can’t use my card until I pay and they can’t help unless I pay. This is a direct breach of GDPR and fraudulent to set up a direct debit with my data you hold on the system without my consent and some how I’m in the wrong?

Absolute cowboys who are on interested in taking your money and will make it impossible to contact them in any way that feels humanly. Asked for contact info for a manager and so far been ignored.

Every time I have tried to book tickets online it books the wrong seats, not the ones I selected. Then when you cancel to re-book they don't refund the booking fee. This is bordering on criminal and they need to called out and publicly shamed. I've lost out the last three times I've tried to book. And it's not just me, the same thing happened to my auntie. Won't be going back again. Another customer lost for good.