Regal Cinemas Reviews

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Online system delayed sending tickets, paid double

I ordered tickets online, but the email did not arrive before the movie. I talked to the cashier, and they suggested trying my cc. They ran it and said no record of your purchase. They said if I buy them now, and I get billed for the others, just call corporate. After the movie, I see the email. I call corporate, provide them with my receipt and email showing the times. They say they cannot refund me, its against their policy???? WTF! Next they tell me they can give me credit to a later movie. I say, ok, I can live with that. They then say it has to be within the next 90 days. I said, there is one coming out later than 90 days I want to see, can I apply it then. They say no, it has to be within 90 days. So to sumarize, they double bill me for the movie, then tell me they don't refund money. They offer to give me something in return, but when I ask for something to fit my schedule, they say no. WTF is that????
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ID
#1576002 Review #1576002 is a subjective opinion of poster.
Location
Hagerstown, Maryland
New Reviewer

Paying a fee for using Regal

Why would I have to pay a 7.50 processing fee to use the Regal site at Regal Cinemas??? This is ridiculous & not to mention my cost for my tickets that was $45 something so basically I paid for another child. I think this should be refunded
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ID
#1571801 Review #1571801 is a subjective opinion of poster.
Product
Regal Cinemas Movie Ticket
Pros
  • Location
Cons
  • Reserved seating
Reason of review
Pricing issue
Loss
$8
Preferred solution
Price reduction
New Reviewer
I went to the movies with myself and my two children to see toy story 4. We want to see the 1:55 PM show We ended up having to pay extra for the tickets I don’t even know why we had to pay extra but the woman that sold us our tickets said that we have no choice we have...
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1 comment
#1709426

Assuming you went the same day you posted this, you saw the RPX version of the show, which is just Regal’s version of IMAX. You could have waited half an hour and gone to the regularly priced 2:25pm shoe, but you chose not to. You basically insisted on watching a special format show when there were plenty of other options and are now complaining when you made that choice.

ID
#1571355 Review #1571355 is a subjective opinion of poster.
Location
Cheektowaga, New York
Pros
  • Reclining chairs
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$70
Preferred solution
Full refund
New Reviewer

Bad Experience

The power went off in the last 30 minutes of the movie. I was told to stay in the theater and wait for it to come back on. It never did and I wanted 40 minutes waiting. I was given a refund but should’ve also gotten curtesy tickets to finish the movie. The customer service manager was very rude and not helpful saying that refund are not typically given. Worse movie going experience ever!
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ID
#1570368 Review #1570368 is a subjective opinion of poster.
Location
Orlando, Florida
Reason of review
Poor customer service
Loss
$42
Preferred solution
Deliver product or service ordered

Not full movie

On 6-21-2019 @ 7pm at Regal Fiesta. I paid for 7pm ticket for movie High life n it showed other movie previes n then screen jumped to the movie but was already in progress. On 6-22-2019 @around 345 pm i spoke with manager Gonzalez about previous viewing n manager Gonzalez didnt apologize or emparhize n said he didnt hear of no issues. I was only one in movie n im uoset i paid for a movie that i didnt get to watch in full.
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ID
#1565985 Review #1565985 is a subjective opinion of poster.
Location
Wichita, Kansas

Management has less professionalism then team members

I was at the theater in Fairfield CA last week to watch Aladdin. I was in the lobby near the back concession counter when a young man, who I have seen at the theater on several occasions walked up to a customer and asked if everything was ok. She spoke to him for a few min. My daughter had just gone to the restroom to wash her hands. Before my daughter had returned (so less than 2 min) a manager approached and asked the young man if he were on break, she said this loudly enough so that I could hear (I could not hear his conversation with the other customer) he said that he was not. She replied that he better go now. He said goodbye to the customer and left. About a min or so later my daughter came out of the bathroom and we left. As we were exiting the same manager woman was standing outside the front concession booth glaring at another young man, who has been employed there for a long while, with her arms crossed - he looked nervous. I looked at her and she gave me, what I would consider, a threatening look. As we reached the mall I seen the original young man who was told to go on break and made a comment to him about where he was getting lunch. He said he would not be getting lunch because he was sent home for talking to his mother. I could not believe it. I was there thru the entire transaction and he was not talking to his "mother" for more than a few min, and I do not think at the time she knew it was his mother, in addition I think that it is good company policy for employees to engage with customers. Yes, it is a fine line, when working with young people but the attitude of the woman who sent him home was ridiculous. I later inquired as to who the woman is and I was told her name is Cat the deputy general manager. I would simply call her a bully. In short I would like to add that the young man who was sent home has worked there for, what seems like, several years. I have always found him to be extremely efficient and friendly with customers, the "deputy" on the other hand is someone who is making me question if I even want to visit Regal anymore, especially when both Cinemark and Brendon are nearby and are quickly surpassing Regal in every aspect. Thank you A former Regal Customer
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ID
#1559739 Review #1559739 is a subjective opinion of poster.
New Reviewer
My grandchildren and I visited Regal 22 Austell Georgia Tuesday June 11, 2019 to see the Secret Life of Pets 2. We were directed to Theatre #3 on entering I couldn't help but notice that the waste container near the door had not been emptied. when entering the theatre...
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ID
#1558557 Review #1558557 is a subjective opinion of poster.
Location
Austell, Georgia
Cons
  • Filthiness of this location and the theaters
Reason of review
Bad quality

Children's movie .

38 minutes if adS and previews before start of movie. Bought tickets ahead listed 12:30. Started at 1:08 Spent 100$. THAT WAS UNBELIEVABLE. WONT BE BACK. Are you kidding me. Called manager post movie. Just an sorry. That is how it is contracted. Barely made it to job on time and had allowed enough time. Angry
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1 comment
#1709428

No movie has 38 minutes of trailers. You’re including the preshow that plays before the published start time, which doesn’t count any more than the old slideshow ads would have. It sounds like you accidentally walked into a later showing, probably a 1250, by mistake.

ID
#1555755 Review #1555755 is a subjective opinion of poster.
Service
Regal Cinemas Manager
New Reviewer

Rather wait for movies on demand or rent

I haven been at the movies for a few years and it seems, to me, that things have changed. The ticket sales person was very rude. He was not helpful when asked what was the difference between the different movie formats (2D and 2D Screenx). The concession stand employee was not courteous at all, he was visibly annoyed of the fact that he was tending to us. There was a strong musty smell inside the theater. The movie volume seems to be unnecessarily to high.
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ID
#1552771 Review #1552771 is a subjective opinion of poster.
Location
Warrington, Pennsylvania
Pros
  • Movie
  • Clean bathroom
Cons
  • Not courteous employees
  • Not a very good expirience
Reason of review
Poor customer service
Loss
$27
Preferred solution
Let the company propose a solution
New Reviewer

Regal card

A very nice Rep helped me log in to my Regal Account!
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ID
#1546638 Review #1546638 is a subjective opinion of poster.
New Reviewer

Management in concession stand

After spending 45 minutes in line, our movie has already started. As I ask to pay for my soda separately, the manager or woman in charge of concession stand I’ll assume, considering the was dressed more formal and was in charge of regular work shorted employees, tells me I’d have to pay at another register because she had to close out the one we were at. Being the worker was supposed to be off “30 mins ago”. Then I realized she was expecting me to wait in another line all over again just to pay for something separately. I had already missed some of my movie so nevermind that. Then we ask for straws, she tells us where they’re supposed to be and I let her know “there isn’t any more” she rolls her eyes and stomps around, grabbing straws from supplies cupboard and filling up straw cup. I felt hesitant reaching before she walked away but my movie had started 15 mins ago. Her not only being an employee of the theatre but someone of higher authority and to behave in that manner and so unprofessionally, is inexcusable. And even I as a customer did not get confrontational. As frustrated as I was at that point. Regal needs to address professionalism with the staff at this particular location for sure.
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ID
#1544048 Review #1544048 is a subjective opinion of poster.
Location
Santa Clarita, California
New Reviewer

Ticket purchase

I purchase tickets through the app but I can not find them Call me 209993****
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ID
#1541972 Review #1541972 is a subjective opinion of poster.
Product
Regal Cinemas Movie Ticket
Reason of review
Order processing issue
New Reviewer

W2 Work form

I have called on multiple occasions and every time I do there is no answer of any representative.
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ID
#1540390 Review #1540390 is a subjective opinion of poster.
Location
Solon, Ohio
Reason of review
Work Experience or Job Application
New Reviewer

Seat selection

We come to this theater at least once a week, sometimes two. Who's brilliant decision was it to have patrons select their seats at time of purchasing tickets!? It is taking at least twice as long to buy tickets, the lines are ridiculous! A week ago, we finally got to the front to buy our tickets, the employee asked us to select a seat and showed us the screen to make our selection. At first we thought that it was nearly sold out because there were only 6 seats marked. I said "that's all that is left?" "No, those are the 6 that are taken." That meant the entire theater was EMPTY‼‼ The extra drive and even $money$ to AMC is looking far more enticing!
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ID
#1538874 Review #1538874 is a subjective opinion of poster.
Location
San Diego, California
New Reviewer

Horrible movie going experience- Incompetent Managment

I reached out to Regal Entertainment group with a complaint, the message I received from their customer service it is clear that they do not read what the customer said or needs. I simply would like my money back. If guest vouchers are the only option please let me know. Although I feel that is unfair I would accept if we can have a discount to concessions. My response to Regal and their response to me is below. First and Foremost, I have never had such a lousy experience at a theatre. From beginning to end this was clearly a disaster. This was my first visit to the Live Oak stadium 18 and likely my last, if not my last Regal theatre visit. 1st issue- There were only 3 concession lines open, which lead to the longest lines I have ever seen for a mid-week movie, so I did not purchase anything for my large family group. 2nd Issue- Moviegoers, we had what may have been the worst patrons behind us, loud food wrappers which are clearly an issue from concessions (Why would you sell items that are so loud to open and eat from?), talking during the movie and bare feet on our chairs. When we complained to the staff nobody seemed to care, we asked for a change of seats and were told the theater was sold out which is far from the truth. Since no one chose to speak to the moviegoers behind us we moved on our own accord. Your staff clearly is not concerned with paying customers. When we went to complain and get different seats we missed an integral part of the movie. 3rd issue sticky armrests and very smelly fabric seats all costing more than I would have paid if I went to the Santikos that was much closer to me. 4th issue- There were children playing in the isles while the movie played and guests in front of us also moved due to these distractions. 5th issue- Bathrooms are much too small for such a large theatre. Resolution- I would like my hard-earned money back, my booking # was 136 30* 949, seat K21-27 we had 5 adults @***.15 and 2 children @***.14 with your booking fee of 11.41. My total for the worst movie-going experience was $ 81.70. Please help me understand how you will be refunding my money, I do not want vouchers as I am not very sure I will ever pay for a Regal theatre again nor recommend them. With so many options I will now have to go see this movie at another location, so I may enjoy it the way a movie experience is supposed to be. Regal's response- Dear Sir/Madam Thank you for contacting our office. Once again, I would like to offer my sincere and unreserved apologies for the inconvenience you have been through during your recent visit to one of our Regal theatres. We do value the feedback coming from our customers. Either positive or negative feedback is very important to us. Considering the details provided by you, I have passed them to the Management Team in order to let them know about the ongoing problem that you have raised. I can certainly appreciate your disappointment at having your experience ruined by not being able to fully enjoy the screening during your recent visit to Regal. We aim to provide an exemplary cinematic experience to our guests, and it is disappointing to read that this was not your experience. If you are ever unhappy with your performance, the theatre management team is more than happy to attempt to offer a solution to where possible, providing that they have been informed of this during the performance. I am afraid that on this occasion we will not be able to offer you a refund for your recent visit. I do appreciate that you felt unhappy with your visit, but we do ask guests who are unhappy with any aspect of their visit, to leave the screen within 10 minutes of the start of the film and we will be happy to process a full refund. As you watched the film in its entirety, we will not be processing a refund or compensation on this occasion. Please accept my sincere apologies for any frustration experienced during this visit and I do hope any future visits to this cinema are more enjoyable. Kind Regards Chris Regal Customer Relations
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ID
#1538754 Review #1538754 is a subjective opinion of poster.
Location
San Antonio Northeast, Texas