Cineworld Recensioni 1.662

Very disappointing experience with Cineworld York.

Visited with my sons to watch a film and ended up receiving an £85 parking charge due to unclear parking rules. The stay matched the full film duration (over 4 hours including trailers), so this was simply normal use of the cinema.

While the car park is not owned by Cineworld, it is effectively the only parking available for the site, so it is entirely reasonable for customers to assume it is intended for cinema use. Recent changes mean parking is now only free for 4 hours unless you obtain a code inside, but this is not clearly signposted in the car park and was not mentioned by staff.

As a result, it is very easy for genuine customers to be caught out.

What’s most disappointing is Cineworld’s response. I've emailed them a number of times but they refused to help or offer any goodwill, relying on generic replies rather than addressing the issue.

This turned a straightforward family visit into a frustrating and expensive experience. I won’t be returning. My advice - go to Vue cinema instead, cheaper, not parking non-sense and the staff have always been kind and helpful

Booking seats via app was fine, contrary to a lot of reviews (using paypal). However the cinema experience itself was bad - and has put me off ever going back (Crawley). 32, yes THIRTY TWO minutes of adverts before the film started. Outrageous. Do Cineworld think people have nothing better to do with their time than be subjected to 32 minutes of ads - and played at an almost unbearably loud volume. I was expecting about 20, as it’s been that way for a while, so arrived 10 mins ‘late’ but then was subjected to ad after ad after ad, all of which were brain dead nonsense. Will stick to smaller independent cinemas from now on.

They had no Michael Mitch and said they didn’t order any it is unbelievable

AWFUL website. Constantly glitches out, starts over, then you can't pick the seats you selected. It literally doesn't even work on the phone - you can only book tickets on desktop (with difficulty)

A complete joke. Like a website from 2000

Watched Glenrothan Film At Bradford Cineworld Today + Had Ace Customer Service By All Staff At The Cineworld + Enjoyed The Film As Well + A Cineworld Unlimited Card Member So I Really Do Recommend Cinema To All + Shows Ace Films That I Like Alot + Has Ace Snacks As Well Too + I Enjoy This Place.

I wouldn’t even give 1 Star.

UPDATE: My Bank notified me, CW had not even attempted to take payment for my daughter’s account. Due 12-13th they closed it permanently on 9th! I’ve demanded a deadlock letter as they have illegally closed this account and refuse to reinstate. Customer service are APPALLING. They are in Administration and I can CLEARLY see why!

Being a loyal Unlimited Customer alongside my teenage daughter. I changed payment methods on both accounts, however because they failed to follow correct FCA Procedures, both Banks declined. I managed to resolve one and the bank approved it. However my daughter’s account and she’s under 16, Cineworld stopped immediately.
My payment date is 12-13th, Cineworld tried to take out 8th and closed account 9th. No warnings.

However after, Customer Service have been beyond horrendous by blocking/unblocking accounts? Putting age restrictions on, not allowing me to delete both accounts. Response by Patience was useless. She didn’t make sense! So I’m now in limbo? Can’t use accounts, delete them and paid for one?! It seems other people are receiving same kind of abhorrent treatment.
Cineworld you will loose loyal customers if you continue this disgraceful behaviour.

Great 4DX experience but what I wanted to review is the kind customer service. My daughter left her expensive bag at Didsbury cinema, I called and the lovely security guard went and checked for me and put it in lost property and then a kind customer service gentleman handed it back to me with everything in tact. I know it’s not much to ask but the little things make a difference these days.

DO NOT BUY GIFT VOUCHERS ONLINE.
Gift vouchers purchased online do not work if you want to book via the website. Customer service is atrocious they have not responded and it’s been over seven days. I’m thinking the customer service is non-existent.

After 10 years as a loyal Unlimited account holder and 20 minutes typing my customer service enquiry, I received their emailed refusal to help, quicker than it would have taken someone to read my enquiry.

Very difficult to cancel membership, I've raised three tickets trying to cancel now.

I had a very disappointing experience with Cineworld Watford
During a recent visit, the screening was completely disrupted by a group who were loud throughout and even vaping inside the auditorium. Multiple complaints were made to staff during the film, but no effective action was taken to resolve the situation.
The experience was essentially ruined, yet the handling afterwards was even more frustrating. Customer service offered vouchers, which I declined, and then refused a refund on the basis that we stayed for the full duration of the film—despite the fact that the disruption was ongoing and had been reported more than once.
This shows a clear lack of accountability and poor customer care. When a service is not delivered properly and complaints are ignored in real time, customers should not be left out of pocket.
Very disappointing response and not the level of service expected.

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.