Cineworld Cinemas Avis 175

I booked tickets for a movie scheduled for 24th July at Stoke Cineworld and paid £22. After booking, I found out that the movie is not actually screening at that location. This is incredibly frustrating as I changed my plans based on the booking information provided on your website.

To make matters worse, I’ve tried contacting customer service multiple times and haven’t received any response. It's unacceptable to display movies that aren't showing, leading customers to pay for something that doesn't exist.

This experience has been absolutely disappointing and a waste of time and money. I expect a full refund and for someone from Cineworld to contact me as soon as possible to resolve this issue.

Tried to book seats, got through to payment, the app crashed.

Reopened it—those seats now marked unavailable. Not because anyone booked them, but because the app locked them after the failed attempt.

Tried again with different seats. Crash. Locked out. Again.

Did this multiple times. Same crap, every single time!!!
You cannot book tickets. That makes the app utterly fecking useless.

Their attempt at humour—“the minions have been alerted”—is irritating and completely misplaced, especially when the issue just keeps happening. There’s nothing funny about an app that doesn’t work, and pretending it’s being fixed only adds to the frustration.

This constant failure is a hassle. What’s the point in having the unlimited card if you can’t even book a ticket?

I've been an unlimited member for years, but I've finally had enough of Cineworld and am cancelling.

I've had numerous issues over the years, both at the actual cinema and with customer services. My most recent issue was the last straw.

I asked them about cleaning, it occurred to me that the seats should be cleaned. I didn't get a response, so when I got chewing gum on a top I had to throw away, I chased it up.

I had to ask several times about the actual seats, because they never gave a direct answer. They refused to compensate me in any way for my top (a free uplift would've been nice!). They said I should've contacted the duty manager on site within 30 minutes!!

When I told them I'm Autistic and don't feel comfortable approaching people, they just said again I needed to speak to a duty manager, which is completely invalidating my disability!! Not only that, but after all of the above, they dismissed me saying all further emails would just be treated as feedback and that's that!!

I refuse to give any more money to a company that has so little regard for their customers!

Cineworld are the worst company for booking online that I have ever used, not only have they already taken over 240 out of my account for tickets and then sent me an email saying there is a problem with the booking but still took my money. They do not OFFER a telephone service to contact them which for a company of this size with time relevant tickets etc. I find this disgusting. No wonder the company has been suffering recently, it has definitely made me think if I ever want to use this company again.

Genuinely one of the worst customer experiences I’ve ever had in my entire life. Firstly, we wanted to order a pretzel, and were told that we had to choose a sauce. We didn’t want a sauce but were told we had to choose one because the till wouldn’t let her proceed without it - strange but fine. Then the till crashed after we had paid which meant our tickets weren’t printed. Instead of letting us into the film without tickets we were kept at the till for 20 minutes while they tried to resolve the issue, were taken to a separate till and asked to pay again as they believed the transaction didn’t go through and the original payment would bounce. I said I didn’t want to pay again as the money had been put on hold on my card and I had no garuntee it would be returned but was forced to and was told if the money wasn’t returned, that I could go out of my way to contact customer services for them to resolve it (which I have no garuntee of). I asked them for their customer service contact details in case I needed to contact them to claim the second payment back and was told they don’t have an email or phone number… great… so would need to fill out an online form. Considering this was their issue, I don’t feel like I should be made to do this, but fine. Once we paid again we then waited another 5 minutes for a pretzel we ordered and made our way to the screen. No one at the screen entrance so no need for a ticket anyway, but fine. This, coupled with the inordinate amounts of ineptitude from the staff had already made the experience pretty hellish, but we just about made it into the screen before it started… yay… but 45 minutes into the film, the movie crashed, lights came on and no one came in. We went to go report it to the staff, they said they’d send someone to fix it, didn’t send anyone into the screen room to let the other customers what was happening so fine, ill make it my job to announce to everyone what’s happening. Nothing for 15 minutes and then the movie comes back on with still nothing from staff but pretty sure its skipped a bit.

In all honesty, I haven’t yet made the complaint to staff to give them the opportunity to put things right but am doubtful they can offer anything remotely close to what would be needed. Sorry guys but do better

I have been a member of Cineworld Unlimited for far too many years, and have have many great experiences, Wednesday night I was there for Jurassic World Rebirth, busy as you would expect, staff always cheerful.

My local is a 6 screen Cineworld, and for special occasions or I do visit Stevenage , normally for 4DX movies.

Charged extra to see a flim as it was in a screen x room. It showed nothing on the extra screens. So basically we paid extra to see a normal flim

I’ve been a loyal customer for almost 15 years and because of one missed payment (my fault) they deactivated my account without any warning, no email, no letter, nothing. This is so unprofessional and being treated like this just shows how very little they care for their customers. They no longer have customer service numbers so trying to rectify this issue makes it just as bad. I’ve had issues with my account in the past before and making a phone call rectified the issues. Now they’re just a big pile of hot turd.

Regarding their subscription service; dont get an unlimited membership unless you love watching +3 films per month. Cineworld make it very difficult to cancel/manage the membership. To cancel after the three month period you have to download a form from their website then email it to them, they take several days to get back, likely to charge you for the next month anyway. There is no one to speak to directly for any help because their phone contact isn't operational.
Its questionable they are spending any money on promoting unlimited when they seem to be absent in the service, and dont update important information like numbers, website links and general info on their own website

I bought a family ticket online for what I thought was warrington cineworld. Arrived at Warrington to watch the film with family, and was told I bought tickets to Ashton. I asked if I could use them. But wasn't allowed to transfer, but instead had to buy more for warrington. Staff said try to contact customer services, but said they were rubbish and doubt I would get a refund. I filled in form on website, and immediate automated response of no refund on past shows, and can only cancel online 3 hours before show. So buyers be aware!

Updated: Cineworld has now given me a refund,

Bought 4 tickets for a film in 4DX. Paid with £52 tesco vouchers and the rest via paypal. Then i get an email saying there had been a problem and that my money would be refunded. I tried to book again, only to find that the tesco code won’t work as it’s already been used. No telephone customer service, so I am now waiting for a response to my email. We’ll probably end up missing the film we wanted to see, and I’m £52 out of pocket because of cineworld’s useless website.

@Cineworld I need help regarding a refund. At the start of May, I accidentally booked tickets online for the wrong location — my mistake. When I went to the correct Cineworld branch, staff told me I could buy new tickets at the counter and that I’d be refunded for the original ones if I emailed customer service. I followed their advice and emailed multiple times, but I still haven’t received a reply or refund. I only purchased new tickets because your staff assured me I would get the refund. It’s been over a month now with no response. Can someone please look into this? Thank you. #Cineworld #CustomerService

Cineworld Liverpool Speke - excellent visit to cinema to watch Final Destination. From the food counter all the way through the staff were excellent and we were welcomed by all of them.

Cineworld Dublin is fantastic. Great staff.
Great Movies. Lovely food and drinks.
Mmmmm sweets and snacks and Popcorn!
The Monthly Card is the best value EVER.
Only 17 99 Euro, for unlimited movies!!!!!!
Look its the best Cinema (s) in Europe.

Just took my grandson for the first time and was shocked to have to pay £9.99 for a 3 year old , think they need to review their kids prices by age or something

I was over-charged £28 for two drinks at the cinema in Rugby. Trying to contact the cinema was impossible as there is no phone. The email I got was essentially “tough shit”.

I love my u limited ticket feeling i can see what I want when I want... but this is not the case !
No one to speak to unless it's via email (which takes ages to get a reply) once after a good back and forth they actually rang me !!! They seemed to have sorted the problem then exactly one month later when they are due to take payment no communication, no withdrawal, just cancel membership !!!!! So bloody annoying !!!!

Went to cinema bank Holiday Monday to watch thunderbolts, paid for 2 tickets and till crashed, payment was taken from bank but the cashier told me I'd have to pay again as it crashed during processing, asked me to pay again and that I'll receive refund in 3 days. Paid again enjoyed movie but still waiting for refund 5 days on.

Horrible customer service. They try to gaslight you and provide misinformation to make you think you’re in the wrong when there is concrete proof from their own Cineworld App and system. Requested refund for a service we did not use and were told on the Cineworld App it was a free month. Customer Service Laura had zero compassion and shutdown any possible resolutions. Entitled responses and patronizing behaviour.