Cineworld Reviews 

I have been a cineworld member for about 5 years, and this month out of the blue I get an email to say my membership has been frozen because they couldn't process the payment. I've been on a direct debit for 5 years and the payment was taken as usual. I provided customer support (who are extremely unhelpful) with a bank statement to prove this and after 2 weeks my membership is still frozen. This will be the month that I cancel after 5 years and move to Odeon

We had a fantastic experience at Cineworld Enfield, thanks to Swabal. He quickly sorted out an issue we had with our tickets and went above and beyond to make sure we got everything we needed to buy. Because of his help, we were able to watch our film on time without any stress.

Swabal was professional, helpful, and genuinely cared about making our experience a good one. Cineworld Enfield is very lucky to have him on the team — a real credit to your staff.

Big shout out to Swabal for his excellent customer service!

Went to cineworld today 3/4/26 to watch hoppers,me my wife and 2 grand children age 3 and 5 and they charged us 7.99 for the childred,same price as adults,why ?.
Rip off.

I had a very disappointing experience with Cineworld. Their system booked my tickets for the wrong date, and when I tried to fix the issue, the only way to contact them was through a contact form that generated automated responses—making it impossible to get real support.

To make matters worse, their policy states that no changes or refunds can be made within two hours of the showtime. Due to the system error, I was left with just 22 minutes, leaving me with no option to correct the booking.

This was extremely frustrating, especially as I had spent a significant amount on the tickets. The situation caused unnecessary stress and even kept me awake trying to figure out how to recover my money.

The following day, I contacted third-party providers (as some tickets were purchased using vouchers), and thankfully I was able to rebook while the original payments were cancelled. However, resolving this required far more effort than it should have.

After this experience, I won’t be using Cineworld again. I would rather spend my money with cinemas that invest in proper customer service and support. The stress caused by this situation was completely avoidable, and it’s concerning to think how others might be affected if they aren’t able to find a workaround.

*Taking MULTIPLE payments out of my account 3 months after canceling my subscription in early january, which i even recieved a confirmation email from them saying it was cancled and no more payments would be taken!!

i had to do this as i lost my job out of the blue and needed to prepare for unemployment, which is stressful enough. Standard forward thinking.

*When i contacted them via email (no contact number anywhere) i was in communication with a out-sourced 3rd party service center that were shockingly unhelpful, would only help if i sent bank staments as proof (exposing my very personal and frankly humiliating financial situation) and even then were very cold, rude, unapologetic, and made me jump endless hoops just to get the ball rolling on my complaint. It honestly felt deliberate!!

After all said and done repayment was NOT in full, took 21 days to reflect in my account and i did not receive any gesture of apology for the touble THEY caused.

*Caused me a great deal of stress on top of losing my job and juggling a pending death in the family (final days of cancer) among a few other VERY personal shitty situations i wont include here.

ALL THEY HAD TO DO was hear me out, look at the evidence, say they were sorry and act human about the situation, then fix it. I Had been a customer with them for over 10 years.....

For a buisness as big as Cineworld i was met with incompetence, unprofessilonalism and a coldness that genuinly had me wondering if i was dealing with A.I but alas, A.I would have been leagues better than that which i was dragged through!!!

The money aspect was a shock, but quickly became secondary to the way i was treated.

Sign up with Odeon, Sign up with Vue, or just watch online. This company is all front, they do NOT care for their long standing customers. I will never forgive them for the stress they caused, for the errors and unprofessionalism they made in a time where my life took a kick in the nuts. REALLY could have done without it at all.

Even if one person heeds this warning, it will be worth the effort!!!

A majority of my life has been in luxury retail, i know how to handle complaints, this whole experience was so so surreal for me.

Extremely poor online booking process. Very slow, times you out as it is so inefficient. Needs a major overhaul. No other booking platform or web site is so terrible at taking payment. Never managed to get it to work on the first attempt. Totally frustrating and time wasting experience.

Just terrible customer service. I made the mistake of booking a showing at the incorrect Cinema. The cinema refused to accept the booking even though the same movie was on and at the same time. I got in contact with their customer service, had proof of incorrect booking, and proof of purchase for the ticket at the correct cinema and they refused to give a refund. Will be avoiding Cineworld in the future! What a complete joke of a company.

Booked tickets online before visiting the York Cinema, when i arrived with my children we were told the cinema was closed due to no water supply to the building. We were told we would get an automatic refund.
When i received no confirmation i filled in the contact form just to get a response that because i didn't book online with an account i am not entitled to a refund.

I accidentally booked cinema tickets for the wrong day without realising, the customer service for Cineworld was amazing and they sorted it for me very quickly despite them having good reason to decline to amend the booking due to the original screening having already passed. Brilliant customer service and will 100% be using cineworld again in the future.

STAFF SO BAD!!! MK cineworld staff (especially a red head) were so rude!! She declined my ticket because she thought i was 16+ (which i’m not) and made me pay more for an adult ticket which i didn’t need at all!! GET HER FIRED!!

NO ICECREAM. I am so mad that there was no icecream..who goes to a theatre without icecream. WELL I’LL TELL YOU WHO…ME
OKAY maybe I weren’t watching anything and just wanted icecream but still. 2DAYS IN A ROW ..no icecream DO NOT GO HERE EVER AGAIN

The membership is great until you need to make a change. The customer service phone line is no longer offered so you can e mail and hope for the best. I could accept this if the app could offer the changes you need to make but that also is very limited. I am very frustrated but the lack of support they offer their members. Cineworld you need to be better!!

Turned up to watch a film we had booked after getting a babysitter and driving 45 minutes to be told as we were about to buy popcorn that the film was cancelled. Apparently two hours previously we had been sent an email. This was so frustrating and wasted a lot of time and money. An email isn’t an effective way to inform customers of a last minute issue like a broken screen. I felt very strongly that a text or call when they have your mobile number to make a good faith effort to let you know would have been a better option. When I asked for a good faith gesture of a £10 voucher for the trouble caused and expense faced they refused. That’s how little this company value their customers.

Shit service. No confirmation but took money.

I’ve been a loyal Cineworld Unlimited Black Premium member for over 10 years. I recently asked to change my membership from Group 4 to Group 3 to cover only my local cinema.
Instead, my entire membership was cancelled without warning. I had to chase customer service myself just to find out how to restore my Black Premium status.
Cineworld has refused to offer any compensation for the inconvenience and disruption, and told me this is their final response.
This has been my worst customer service experience with Cineworld. Loyal customers deserve better!

We ordered tickets and snacks, and the woman asked us which payment method? I replied "with my gift card".

The woman went and got Shauna [general manager]. She blatantly refused our gift card and called me a fraudster.

This went on for around one hour, and at that point, the GM started blatantly lying, pretending to be on a call, in which is absurd.

We left and I returned after approximately, one hour. I asked to speak to the GM and the young girl radioed through. Shauna said that she was in a meeting and while the radio was live, I mentioned a MLA and a solicitor. She miraculously appeared from the so-called meeting within about 15/20 seconds.

I want to raise awareness about their inhumane attitudes. The reputation can't possibly be further damaged, going by their trust pilot rating.

I'm working closely with the relevant authorities to ensure this place is held accountable.

ALWAYS CHEAPER ONLINE - yet no opportunity to apply meercat movies discount - BOLLOCKS
Making false statements to acquire money is the definition of fraud - reporting tomorrow.

Less heinous but still illegal - ECommerce Regulations 2003? requirement for an email address for an ecommerce site - where is the address stated?

Sorry cinema industry you are DOOMED - seemples.

I'm a unlimited member, this has to be the worst app I have come across, full of bugs I have to restart everytime I want to book and it never has the correct times or dates avaliable. Can see why many are closing when it is this hard to book a simple ticket.

Just rejoined Cineworld after ceasing my account when Renfrew Street closed down.
It was an absolute hassle rejoining online.
I saw a couple of films and one subscription was taken from my account and then when I tried to book my next film, I had no access. I now have to go through all this joining procedure again, so frustrating

I sent cineworld an email regards an issue and expressed this was a complaint. Cineworlds advisor Shailja responded each time telling me they refuse to escalate my complaint to a manager as I had requested. Their last email had the audacity to say any further correspondence they would treat as "feedback only" ... they are outright refusing to log consumer complaints, outright refusing to deal with consumer complaints, then gaslight their customers telling them it will be recorded only as feedback. Extremely poor customer service. And possibly even a breach of UK consumer act ?