Cineworld Avis 1 667

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.

I can only speak to my experience but I’ve been a member for almost ten years now and have never had an issue, the app is easy to book with, the screens are clean and the 25% discount on food is always welcome!! I usually go midweek, in the afternoon so would avoid 90% of the issues that negative reviews on here would encounter.

The absolutely worst customer service! It is non existent. Terrible experience with 4dx and no help, no response to email, no phone number, nothing. Cancelling unlimited because it is simply just not worth it. One day when people wonder what happened to Cineworld as they go bust it will be because they forgot customers matter and that they never cared. Odeon etc are so so so much better.

Signed up for Unlimited, their subscription service.

Wanted to sign two of us up at the same time because they have a Refer and Friend promotion where you each get a month free. Used the code generated by the Cineworld app to do it and it failed.

Found a customer service number and called but it said that the line was closed and Cineworld no longer have a phone number.

Emailed customer service about it and got no response, so ended up signing my friend up without the code so that we could go to the cinema. I emailed customer service again, asking for the credit to be retrospectively applied.

Two weeks later they reply asking for the error message I got when trying to use the code. I reply and I never hear back. One month later I follow up for a response and the reply is get is “can you please elaborate on the issue”. I reply saying that I have explained everything I know. They respond saying “if you want to refer a friend you need to use the code at sign up”…. Utterly incompetent.

Secondly, I signed up for Unlimited and it says that after 3 months you get 25% off snacks and drinks. In my emails, however, it says that after one year of membership you get 25% off snacks and drinks.

Sitting 30min and movie even didn’t started yet!
They love to waste people time

Cineworld at the O2.

The screen did not work, and did not come on, the adverts and all trailers played with no visuals, only sound. Had to ask staff 3 times to fix the screen, and we were not the only ones to have to ask.
The seats were uncomfortable.
The audio was very poor.
The visuals were very poor and it was difficult to see many scenes that were dark.
There was constant disruption from people throughout the film using phone torches, people arriving half an hour into the film, and people making false sex noises.
The overall condition of the cinema was very grubby.
Toilets had urine everywhere, walls floor etc and stank.

Despite my son and I being unlimited members for two years and spending nearly £1600 on our visits over this time, cineworld have cancelled my sons membership because he is under 16.Apparently they changed their t&c's so he is now not able to have an account managed by his parents.

Unfortunately because they do not have a customer service department you can actually call, we just get standard blurb, and no actual sense that your point is being listened to. Because we pay for our annual membership upfront we are still owed a refund for 3 months membership each, but they are failing to mention that they are going to refund us, so this will end up as a massive headache trying to get our money back.

For a business that is failing massively and having to close cinemas I fail to understand why they would loose customers so easily, I guess the management like their service is completely inept.

I guess we will just have to go to our local Odeon which is cheaper anyway. Avoid Cineworld at all cost and definitely do not get an unlimited card, once they have your money you'll have to fight to get it back!

I really find this company so bad from it's terrible booking process to its staff at least in Rushden which are so bad. Numerous issues of staff chatting whilst people queue, the idea of customer first is not remotely followed. IMAX exit lights ruins films as it covers part of the screen. Heat curls up some screens and when you complain they're just it's hot it happens. And the adverts for Cineworld are as amateurish as everything involved with the company.

I had a really disappointing experience with Cineworld’s booking system. I missed my booking date and, to my frustration, they still took my payment without offering any alternatives, rescheduling, or even a credit option. For a company of this size, I expected at least some level of flexibility or customer support in such situations.

On top of that, the booking website itself is stressful to use. There’s a strict time limit that pressures you to complete the purchase quickly, leaving little room to double-check details. It feels rushed and designed to catch you out, rather than provide a smooth customer experience.

Overall, I feel let down by both the service and the system. I’ll definitely be reconsidering whether I book through Cineworld again.

I had a great customer service at bury st edmunds cinema by lovely girl Ellie.
Great smile , polite and a quick service.
great stuff
Thank you. The Film was excellent too

I'd like to criticise the customer service but it appears not to exist beyond automated emails. All I wanted to do was pay for my unlimited membership but Cineworld has other ideas what I should do with my money.

I had received a Cineworld gift card but unfortunately forgot to use it. When I contacted customer service, they were very kind and promptly issued me a new one. I really appreciate their helpfulness and professionalism.

Don't have zero if not would have given that. I was once a fan of cineworld and had their membership for almost 5 years but post covid they are the worst and wouldn't recommend them to anyone anytime.

They dont have a tele customer service and everything is via email and their response time is pathetic causing lot of issues and most of them come in as standard templates.

Terrible experience, I would say start to finish but there was no actual finish!