Cineworld Reviews 

A huge thank you to the fantastic team at Cineworld Plymouth for looking after our group of 103 students and staff from Devonport High School for Boys. From the moment we arrived, the staff were incredibly welcoming, organised, and accommodating.
Nothing was too much trouble, and they went above and beyond to ensure everything ran smoothly for such a large group. Their professionalism, patience, and friendly attitude made the whole experience enjoyable and stress-free for both our students and staff.
We really appreciate all of your hard work and would highly recommend Cineworld Plymouth to any school or large group looking for a well-managed, enjoyable cinema visit. Thank you again – we look forward to visiting again!

Worst experience with Unlimited membership card. I purchased the card within a few days (never used due to personal emergency) applied for cancellation as it is within the cooling off. They responded as the refund will be done in 7-10 working days. It is now around 3 months and I haven't received my refund and there is no response to my emails. There is no customer service contact number. The only way to contact them is via email.Never go to cineworld as they have zero customer service. I don't know how to claim my money.
Very disappointed.

went to watch obsession, asked for id which i didn’t have on me (who takes id to the cinema) refused to let me in after saying im 18. then when leaving they refused to give me a refund. do not recommend

I raised a request 2 months in advance to ensure my 3 month Cineworld membership was not renewed (otherwise they charge your card, and it HAS to be well in advance like 2 months, any later, these thieves will say it’s not possible and still charge you). Anyways someone called Danny got back to me and said it won’t be renewed and will end on 13th July. I went on the app to book a cinema ticket in the 14th of June and saw it’s been revoked. I emailed asking what he’s done. He said it was cancelled in error. He was so full of crap, he said buy a new membership and as a gesture of goodwill he will add a month on. So he wanted me to buy a whole new 3 month membership to give me my remaining month back and called it goodwill. I know right, thick person. Anyways I responded saying it’s your error and don’t expect me to buy a new membership just to get the month you owe me back. The thick person didn’t reply and ignored me for ages so I raised a new ticket. Someone called Lauren replied and offered a BACs refund for the month I missed out on and offered vouchers as good will. I still haven’t heard back since after asking if it’s done. I’ve now raised a formal complaint against Cineworld and have got the ADR provider involved. Cineworld are filled with scammers and thieves. The customer service is awful.

Booked tickets for wrong day noticed instantly and clicked the cancel booking on the next page after paying got my refund today but minus the boking fee. Come on Cineworld booking fee for 3 seconds of having the tickets and this is good customer service??

Absolutely shocking customer service from this company.

They don't answer emails or the forms that they make you fill in.

They break the direct debit guarantee by raising the price of unlimited without telling you and then move you on to a payment method instead of the direct debit.

Am cancelling my unlimited and moving to Odeon.

I attended Broughton Cineworld on 25/06/26 at 7pm, with five friends.

While most of the staff were professional and helpful, two members of the front of house team made the trip unpleasant with rude and discriminatory behaviour. 

One woman was stood behind the serving counter in the main area, using a fan, she didn't appear to be doing anything while other team members rushed around and customers queued for service. My friend and I were stood at a till for a few minutes before she called over that the till was closed. She had already looked over at us several times before letting us know. We were then served by a man who was rude and surly. My friend who is a lip reader then told me that the woman who was fanning herself and the man who had served us, were talking while we waited to go into the screening, and the man had looked at our group and said 'f**king qu**rs' to the woman. 

The attitude and negativity of the two staff members really spoiled the experience, and let down the other staff and your organisation. 

Not a great look for staff to be front of house insulting customers.

Cineworld UK are taking the piss with their so called customer service.
You cannot ring them.
You cannot email them.
You can only fill in a web form.
This is then ignored and an automated reply sent every 10 days or so.
I was trying to sign up to Unlimited using a Tesco partner code, their system just won't take it.
I literally can't give them my money.
I am about 3 weeks into trying to get a straight forward response from Cineworld and absolutely nothing.
They have permanently lost a long time customer.
(BTW Tesco customer service sorted out a refund within 24 hours, perfect service from them)...

Found website difficult to use. All I wanted was to see all dates Toy Story would be showing. Emailed and they responded talking as if I had booked, so didn't read my query properly. Overall poor experience.

So many negative reviews for Cineworld - promote Andrew from the Watford branch immediately!!

I want to give a huge thank you and recognition to Andrew, the Team Leader at Cineworld Watford, for delivering customer service that is increasingly rare to find these days.

During our visit, there was an unexpected failure with the air conditioning which affected some of the screens. Rather than hiding from the issue or offering excuses, Andrew personally checked on customers during the film, apologised for the inconvenience, and made it clear that anyone who wished to leave or exchange their tickets could do so.

We decided to stay and finish the film (Masters of the Universe, which was fantastic, by the way!), and when we exited the cinema, Andrew and the team went even further by offering all affected guests complimentary tickets to return on another occasion.

This was no small gesture. Too many large businesses today are happy to take your money, deliver a subpar experience, and leave customers feeling ignored while charging premium prices for the privilege. Andrew demonstrated the complete opposite approach. He showed genuine care, accountability, and a commitment to making things right, despite the issue being completely outside of his control.

His professionalism, communication, and customer-first attitude turned what could have been a disappointing experience into one that actually increased my respect for Cineworld. Andrew's example deserves to be recognised, commended, and replicated across the industry.

Bravo, Andrew — you are a superstar of hospitality and a credit to Cineworld. Thank you for going above and beyond.

Ashford Kent Branch, I took my 15 year old daughter to the cinema as a birthday treat. Got all food and drinks just to be asked for proof of her age. They demanded a birth certificate or national insurance number or ID with a photo. When I explained I don’t carry ANY documents with me they then beated around the bush and when I said “ ARE YOU REFUSING US ENTERY?” . A pompous little boy who was shorter than my daughter and still had bum fluff on his face said, “yes I am”. This is my second complaint I have had to write about these people after refusing to except Scottish sterling notes. I will never go back there and will use other cinemas for our entertainment as they are rude and thought they were doing us a favour by refunding the cost of tickets and food. They need new management and to train there staff to have manners and to be civil and to be POLITE. Thanks for ruining her birthday evening.

I joined Cineworld Unlimited using a Recommend a Friend referral code. The offer clearly states that after paying the 3-month minimum term, the 4th month should be free.

I paid the first 3 months, but Cineworld still tried to charge me for the 4th month instead of applying the free referral month.

I first contacted Cineworld about this 15 days ago. I then followed up 7 days ago and again 5 days ago. Despite three separate attempts to contact them about a billing issue, I have still received no meaningful response.

This is extremely poor customer service. It is bad enough that the referral offer was not applied correctly, but ignoring repeated emails about an incorrect attempted charge makes the situation much worse.

I should not have to chase for over two weeks for Cineworld to honour its own referral promotion. Based on this experience, I would not recommend Cineworld Unlimited, especially if you are relying on any promotional offer or referral code being applied correctly.

Booked to watch masters of the universe at 19.40 in stevenage on 06/06/26 on 23rd of May.
Today received a email telling me that the screening had been cancelled and that we would receive a refund however I booked the tickets using Tesco club card vouchers.
I booked 4 tickets and some friends with unlimited pass booked 2 seats next to us, so 6 people in total.
Upon receiving the email I contacted Cineworld to ask them to move the tickets to the performance before or the next one after to which they said they could not do and it’s stated in their terms and conditions that they can cancel screening at anytime.
I asked about how they are going to refund me as I used Tesco vouchers and they told me I had to contact Tesco and they could not help.
I find this service unacceptable that I have to do all the chasing without any help from them.
The simplest of solutions would be to just move the tickets to another performance(I have checked and there are plenty of seats available) but no they cannot do this?
Will think about alternative cinemas going forward.

I bought a ticket for 11.99 just to not be aloud in by the very rude staff when i was just trying to watch backrooms an i was being nice but they were jist straight rude. cineworld is terrible rude staff uncomfortable seats dead cinema odeon is so much better.

Tried to book tickets, complete waste of time. Will never use again. Clearly a problem looking at other reviews and company don't seem too interested in fixing a website that is clearly unfit for propose.

Visited the cineworld in my town today after booking for myself and my 10yr old nephew to go see a film that was a 4DK showing to be asked how much I weigh because on these showings there are weight restrictions among other restriction. I am a big girl and was over the weight. I was told that I shouldn't have booked that showing after reading the restriction which would have been shown... advised them that while booking no restriction were shown. Manager was called and she said it would have shown the restrictions before I paid so I went through showing them step by step the booking all the way through to processing the payment. They blamed it on my phone not showing the restrictions. I did however get a refund although it still is not showing as being refunded back to my account as of yet!!!!

They banned me back in 2024 for being autistic after a meltdown online calling staff "brain dead" I explained about my disability, they don't care.

Cineworld Belfast is a lovely looking cinema and well maintained. However, the ones in charge of accurately popping in the times of screenings each week aren't good at performing their job. Numerous occasions I gave travelled to this cinema only to be told that the times online aren't correct. Therefore wasting my time and fuel. On other occasions I come down only to be told that the showing is in screen x and so costing more. even though the website shows the showing is not in screen x. Having worked in a cinema in my employment career these issues shouldn't be happening. Cineworld Belfast seems to lack second checks and quality control regarding posting accurate info. Think I might go to Odeon or Movie House in future.

Attempted to book cinema tickets on-line. Unable to even reach Cineworld website with VPN connected. With or without VPN, ordering online is slow, because at every new screen, I had to wait for the Cloudflare "verification" process. 
Had Giftcard which was definitely still valid. After entering giftcard details, and selecting "Use Card", it would not proceed any further. After several attempts, finally got to the next page which showed the value of the giftcard (£20) crossed out, and replaced by £0. What does this mean? Anyway, proceeded to next page for entering card details, but it did not tell me how much it was going to charge my card - i.e. it is still NOT CLEAR whether the giftcard amount has been accepted - so I baled out at that stage.
There is no working telephone to contact the local cinema where I wanted to see the film. Contacted Cineworld by email. Three weeks later, I'm still awaiting a resolution.
Altogether terrible!

Cineworld valley centertainment Sheffield. 2 out of 3 visits the seats were dirty. Reported but no action.
Is a clean seat too much to expect?
Can't see a 4th visit!