Cineworld Reviews 1,662

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.

I never set the fire alarm off in Watford and you only taken out on a special needs person and you didn't get both sides you've only got what the staff said and it happened in 2018 so no evidence well be on the CCTV as said theyr no evidence so I wish I well go and starty membership up again nothing you can do as I can take you lot to a small claims as you taken out on a special needs person

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!

booked to take my grandson to a show for this Thursday 14th August online. I booked for two seats net to each other at the back where he can get a clear view. I double checked everything before confirming. the namely L8, L9. When the booking confirmation came through, my seats had changed and we had been split up A7 and L9. My grandson is only 2. There is no phone number to contact Cineworld. I have tried to cancel the tickets as it is well in advance of their two hour policy and it wont let me. I have completed two online "contact us forms" and you can tell it is robots replying not as real person, because my first time said we don't have your email on file. Yet they had sent my booking confirmation!
The second and third replies, I got told to cancel my tickets because we are too busy!
Guess what.....I tried that, and guess what..... I can't! This was my first time and booking for Cineworld and I am appalled.
I HAVE NOW HAD TO BOOK A THIRD TICKET to sit next to my grandson! DISGUSTING!
I WILL NEVER BOOK TO GO AGAIN TO CINEWORLD!
I will stick with ODEAN!

Sort your website out! Utter trash. It is so slow processing anything that it times out.
Forget it, I'll go to Odeon thanks.

Really poor service. Grumpy staff, far more interested in moaning and taking the mickey out of the previous customer. For such a simple service, it’s amazing how quickly miserable staff can wreck the experience

Cineworld's booking cancellation process and related customer support is non existent. I had made a booking using voucher codes which I had to cancel. I have twice reached out regarding this but get a canned response from a no-reply email without addressing the issue at hand. They jkust redirect to the same contact us page that yields another canned response.

!!! Would give ZERO stars if I could !!!

4th August 25 - Cineworld Solihull

Took the family for one of the earlier movie screenings. Staff were generally friendly however, the adverts came on and it was so loud it hurt our ears. Went and asked 2 members of staff if they could turn it down, one just laughed and said “yeah we’ll turn it down”. They clearly didn’t. The woman and her child sat behind us made the experience 4D for us by kicking the backs of our chairs and sucking every last bit out of their slurpy! (Not the cinemas fault however if it wasn’t as loud as it was, I doubt they would have shown as little respect for other patrons as they did)

3 regular bags of popcorn and 2 small bags of sweets and a bottle of water came to just over £30!!!! Even the member of staff serving us said “I don’t know how we justify the price sometimes” when we asked if the total
Was correct!

Won’t be going to Cineworld again!

Saturday 2 August 2025
I got invited by a friend to go see the new Marvel's Fantastic 4 movie at the Dover Cineworld.
I would like to know why i had to sit in there and watch 5 adverts about the RAF and none of the staff could give me a reason for it either?
I do not come to the cinema to see things like that whatsoever, i come to the cinema to get new movies trailers followed by the movie i came to watch.
Cineworld food advert that goes on for ever are horrendously soul crushing and boring.
Can you explain to me why the sound was so loud for no reason?