Cineworld Cinemas レビュー 180

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.

Blocked by cloudflare from their website to book tickets for the crime of trying to book tickets on their website.
Fair enough, I won't book tickets, I save my money, my effort, and time, Cineworld get nothing, win, win.

I had a one year subscription which has auto renewed despite my request to cancel. The Irish customer service phone number provided on cineworld emails is not working. I have attempted to call it multiple times over the past month, it rings once and then the line goes dead every time. I have sent 3 emails to 3 different cineworld email addresses and have attempted to make contact through the Facebook page. I have not received a response to any of my correspondence. I have now been charged a renewal fee, with no viable way to cancel and no way to contact the company. Appalling service which is now tantamount to fraud.

First of all, I will say, I think Cineworld are pretty good at what they do. However, my complaint appears to be one of many and I regard them allowing it to continue rather shady. I am not a stupid person but I am busy and sometimes rush things. I accidentally booked 4 tickets on the 9th of January instead of the 10th and only realised when I got an email on Saturday morning asking 'How did we do?' So thats £70 gone into Cineworld's back pocket with only an automated 'No Refunds' despite the fact THEY KNOW I never saw that film on the 9th. I would not have rebooked if I hadn't promised to a friend I would take him and 2 others. Simply put, the money being made in the short term will cost them in the long term. If they refund me I'll happily remove this and continue to use them but they won't and so I won't. All the best for the future, Cineworld.

Visited the Newport Cineworld on 29/12/25
A party of 5, myself and my 4 daughters
After paying a fortune to watch a 4 hour long film,Avatar in 4DX, we all visited the toilets
We were upset to see that there was no soap in any of the dispensers , so none of us could wash our hands properly.
I went to the kiosk to inform a member of staff about the situation.
I spoke to Andrea about this
She was rude and completely unhelpful
She barely acknowledged me, no apology , no ok I’ll get that sorted
Instead she carried on serving other customers and made me feel like I was a nuisance
I did contact Cineworld about this
They replied that the member of staff would be spoken to, and that customer service was a priority as were clean toilets
Clearly not the case
So for us, it wasn’t a good experience , especially considering the cost
My advice is go somewhere else in future

I booked a film at Cheltenham as a surprise for my husband. I am visually impaired. I accidentally pressed Friday 9 January instead of Saturday 10 January, but did not realise until I went to double check the screen time for tomorrow, and realised I had accidentally pressed the wrong day. I wanted to go last weekend but could not get the seats I need to ensure I get the best experience due to my vision problems. I immediately contacted Cineworld to ask if there was anyway that I could transfer the seats over to another day, and that similar seats be booked due to my impairment as I only use my right eye so the left hand side of the cinema is my preference, but I received what looks to be an automated reply saying no. I don't feel that my request was looked at properly. I realise people must make mistakes all the time, but I genuinely thought I had pressed the right button. I am gutted I can now not watch the film and surprise my husband. I have never left a review on Trust Pilot before but the automatic computer says no response has upset me.

At a time of huge competition Cineworld has decided to take humans out of it customer services and replace with a virtual assistant that must be the cheapest going.
It can't answer questions because its catalogue of data is so poorly written and it makes decisions that it should not be allowed to make. It cancelled my membership, without a refund. THAT IS THEFT.
I would suggest that anyone who loves cinema looks elsewhere. A company that cant invest in customer services should not be in the services industry. Thats why it is £££££billion in debt!

Got charged £100 for parking in their car park because the film was longer than 3-hours. No one told us that it was only free for 3-hours. Absolute SCAM.

This has to be one of the worst companies to contact. There is nobody to talk to - you cannot email their customer service as just get an email back saying you have to go through a contact booking form which just has generic options and no "other" selection.

I join cineworld unlimited today. I went to watch a bollywood movie at 19.06 bit was due to start at 19.30.
The Indian girl scan my unlimited ticket from my mobile phone but didn't allow me in, stating it's too early and asked me to go away. You don't have doga or chairs to siy down. I am a heart illnesses patient and I carry an alert card with me.
I wanted to complain about it but you website askef to resolvevit with the manager.
Then, I asked that slim Indian woman that I wanted to see the manager. He came and without any greeting, no customers service experience asked 'what is the problem, and he was rude stating it's too early and I told him that it was not early by the time I use the toilet. He said not now, so I said will cancel my membership
And you know what? He told me to F/ Off
That shortt man swore at me, i would like to take action and I would like an apology and I am cancelling my membership. I will post this statement on Google. Sitejabber, Trustpilot and more so that people will think twice before they go to the cineworld at wod green.
I am cancelling my membership with a full refund
I forced to cancel my membership and you must not deduct anything because your manager rude was racist. I wanted to call the police because I do not accept he told me F off
I hope you are going to take action. I wait for your reply
Very soon wood green cineworld will be closed down of you are having same staff

Went to use a gift voucher and when I typed in the number, it said ‘voucher already used’. As you cannot speak to anybody via telephone now, I filed a query via email. I had a generic response not referring to my issue whatsoever apologising that the date relevant to my enquiry had passed and that therefore our response is no longer of benefit. I had not mentioned a date and therefore they would have no idea that their response was no longer a benefit. Essentially, they had no intention of ever dealing with the problem. I will speak to trading standards as clearly the voucher that they sold to the family member to give us was useless in the first place.

You don’t buy a cinema ticket here, you buy a front-row seat to an advertising landfill. The “start time” is basically a lie. You show up to watch a film and instead get held hostage while they shovel ad after ad down your throat like your time is worthless and your only purpose is to be milked for attention.

FIFTY minutes of adverts. Fifty. That’s not “a few trailers.” That’s a scam with stadium seating.

And don’t give me the “that’s how cinemas work” nonsense. This is a PAID experience. I already paid you. If you still need to drown people in ads after charging them, then your business model is trash and you’re treating customers like mugs.

Cineworld isn’t a cinema anymore, it’s a greedy billboard with a screen. If you have even a shred of respect for your own time, avoid this place. Go anywhere else. At least then you’ll be watching a movie, not funding a corporate begging session dressed up as entertainment.

I am very disappointed with my encounter with the Cineworld workers at Chichester this Sunday afternoon. I was asked for my ID to watch a 15 rated film. I provided them a picture of my passport and they said that was not good enough and they needed a physical copy of my passport. On their website it says a photo of ID is accepted. I was denied and turned away from watching this film. The workers were also short tempered and rude. I am very disappointed and will not be returning.

Discriminate against disabled people expect you to report that you have leave the cinema within 20 minutes to the manager if there is an issue to do with the cinema when I have distressed young disabled person who just wants to go home.. despite me contacting Cineworld when I got her home and the film was actually still playing at the time I contacted them. They could even check cctv. Because it wasn’t reported in the cinema they won’t refund or offer a voucher for another film. Disgusting

If I could give this a zero rating I would. Terrible experience at the Brighton cinema for a special showing of Bat out of Hell musical, which wasn’t cheap. The sound was terrible with only the cast voices coming through and not the band. This was highlighted to the staff and was told it would be sorted for the second act, that was why we stayed for the second act. It was not. Spoke to staff again and was offered a standard ticket as a way of an apology. I decided to refuse this and take it up with the customer service team. After a month this was their final reply “ Thank you for contacting Cineworld.

In the event that you are ever unhappy with your performance, the Cinema staff are more than happy to attempt to offer a solution to where possible, provided that they have been informed of this during the performance.

Please be aware that if you stay for the entire performance, we would have to take the view that you were happy with the screening, and would not be able to offer a gesture of goodwill. Please note that in accordance with our Terms & Conditions, tickets collected in-cinema are non-refundable.

Kind regards,
Bhavya
Cineworld Cinemas

I've been going to my local Wandsworth Cineworld from 15 May 2004 and then, it was an American cinematic experience, melted butter stations to drench your popcorn with. Sometime later, they got rid of that and now it's not the same. Case in point, last week I paid a small fortune for large salted popcorn and despite asking the guy for hot popcorn, all I got was a bag that might as well have been leftovers from the day before. And while I had that and a large cup of Pepsi Max, not one member of staff offered to hold the doors for me. All they do is chat among themselves and that's it. The only staff member I like is a guy called Nick (he's a supervisor I think but should easily be promoted to manager). In his case, he's customer focused and other newbies should be more like him.

I also hate the amount of adverts they run before a film and these days, it's the usual commericals that feature heavily diverse messaging (yawn!!!!)

The CW monthly membership seems to hold less value than Xbox Gamepass.