Complaints

This profile includes complaints for Regal Cinemas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Regal Cinemas

  101 E Blount Ave Knoxville, TN 37920-1632

• 

  Regal Westbury

  7000 Brush Hollow Rd Westbury, NY 11590-1726

• 

  Regal Entertainment Group

  671 N Glebe Rd Arlington, VA 22203-2120

• 

  Regal Cinemas

  231 Turnpike Road Westborough, MA 01581

• 

  Regal Cinemas

  1089 Interstate Parkway Akron, OH 44312

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a free popcorn on my rewards card with Regal. The concessions working had a hard time scanning it but said he would honor it anyway. Handed me the popcorn in a Mufasa metal tin, just like he did for every person in front of me and behind me. I walked away. Later that evening, I noticed a charge of $9.49 on my card saved on the Regal app saying I had purchased a popcorn tin. I contacted the cinema immediately and told them that there was a mistaken charge. They told me they couldn't help me and that all sales were final. They offered me another free small popcorn reward which equaled less than the amount I had purchased. I expressed that I was most concerned that they had charged me without telling me. They responded again that there was nothing they could do. I asked them to please escalate the matter because they should not be charging saved cards without permission. They just passed me around to multiple customer services reps. I gave them a date to rectify the situation and we have now reached that date. The date of purchase was March 11, 2025 around 11am PT

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible app, unhelpful customer service, misleading business practices claiming cancel any time and cancel easily through the app. I was unable to find how to cancel the 3 month unlimited (as an aside, I barely used it, was a terrible idea to try, and 3 month was the minimum starting subscription) on the app in time for them to auto bill each of the two of us 22.56 for a 4th month 2/23/25. Emailed them to troubleshoot why I couldn’t cancel in the app, cancel for me and reverse the unintended new month charge, for mine and my wife’s accounts. they responded days later saying they could only help cancel me but could not reverse the charge and that I would have had to have given them 2 wks notice ?! Crazy. a company doesn't need 2 wks notice to stop a subscription. This is a scam. So simple for them to just acknowledge that the app effectively hides how to cancel (or doesn't have a way to cancel, I'm not sure) and to reverse the charge when we were less than one day into the new month! And they refused.

  Business Response

  Date: 02/27/2025

  Thank you for forwarding the guest's complaint for our review and we apologize for failing to meet their expectations. The Unlimited Rules provide the details regarding cancelation of a guest's subscription (*****************************************).  Specifically the Rules state in Section 6.c.ii:  "Cancellation of your Monthly Subscription Plan by you ***** ******* ******* **) during the three-month or one-year (as applicable) initial term of your Subscription up until two weeks prior to the end of such term (the “Monthly Plan Termination Deadline”) will not take effect until the end of such term; and (ii) after the Monthly Plan Termination Deadline will be effective at the end of the monthly Subscription period following the monthly Subscription period during which your cancellation request is received. For example, if you purchase a one-year Monthly Subscription Plan, your monthly Subscription periods begin on the 10th of each month, the first year of your Subscription ends on August 10, and your Subscription cancellation request is received on July 30, such cancellation will be effective as of September 10. If you cancel your Monthly Subscription Plan under Section 6.a(i), you may not apply for another Subscription plan until six months after the cancellation date."

  Customer Answer

  Date: 03/02/2025

  ********** ********
  
  I am rejecting this response because:
  

  it does not explain or correct the difficulty in a customer cancelling the service using existing technology  

  it does not explain or correct the requirement of 2 weeks of advanced notification, when far less is needed with existing technology, including in standard practices in other highly rated subscription services  

   

  Sincerely,
  ****** **********

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Against Regal – False Advertising & Failure to Honor IMAX Promotion I am filing a formal complaint against Regal for false advertising, failure to honor a promotion, and inadequate customer service. Transaction Date: 11-26-2024 Promotion: IMAX Free Popcorn Issue: Regal failed to honor its IMAX Free Popcorn offer, leading to significant additional costs for my family. Requested Resolution: 14 small popcorn vouchers or equivalent points. Summary of Issue: Regal explicitly advertised: "IMAX Free Popcorn – Bigger screens...Bigger rewards. Regal Crown Club members who purchase IMAX tickets to Moana 2 receive a free small popcorn!" My family of 14 chose IMAX based on this promise, paying $95.40 more than standard tickets. However, at the theater, the manager had no knowledge of the promotion, forcing us to pay $143.78 out-of-pocket for popcorn that should have been free. This was not a "while supplies last" issue—this was a system-wide failure to properly inform staff and execute the promotion. Attempts to Resolve: Spoke to the theater manager—staff was unaware. Contacted Regal Customer Relations—dismissive response. Escalated multiple times—no resolution. Financial Impact: IMAX Ticket Upcharge (14 people): $95.40 14 Small Popcorns Purchased: $143.78 Total Unnecessary Cost: $239.18 Resolution Requested: Regal should honor its promotion by issuing 14 small popcorn vouchers or equivalent value in points. This issue could have been easily avoided with proper staff training. I expect a direct response from a senior representative to resolve this fairly. Sincerely, Geanna and Ed Prescott Regal Crown Club Membership: 6006 4996 0765 4856 120

  Business Response

  Date: 02/27/2025

  Thank you for forwarding the guest's complaint for our review.  The promotion provided a member with a small popcorn when purchasing tickets to Moana 2. The advertisement stated that "...(1) small popcorn per member will be added within 24 hours of ticket purchase..." The guest received the reward but allowed it to expire prior to redemption. Regardless our Customer Relations team has added 1 complimentary ticket and 1 large popcorn to the guest's account.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complete joke for customer service. We had an issue at theater and were promised 4 free tickets, we called and they reissued them since they only gave us a few weeks to use them and were expiring. When we get to the theater they won’t work! You click them and they did nothing! The staff didn’t know how to use them and we had to pay to see the movie. I emailed them and they said to show a screen shot of credit card that we paid and they would reissue them. I did this and they refused to reissue them! I have emailed them 10 Time and contacted them on Twitter and they copy and paste a bs response that they were used when they were not and ignore the screen shots showing the email claiming they would reissue them. Mail me four passes bc you don’t know how to issue them correctly on the app and they don’t work. They’re is no Phone support to call and I asked on Twitter 10 times for a phone call or number and they ignore me .. complete joke of customer service . I will be posting screen shots all over X if this is not resolved. It’s the principal now . Not the cost for four measly tickets but the shit customer service. It’s unnaceptable and I expect these tickets to be mailed to me in the next week

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the Regal pass and I don’t EVER spend these amounts at Regal stole money from MY ACCOUNT!!!!!! Regal Entertainment Group Entertainment $39.76 > Regal Entertainment Group Entertainment $27.88 > Regal Entertainment Group Entertainment $27.88 > January 2 Regal Entertainment Group $20.88 > Entertainment Regal Entertainment Group Entertainment $24.38 > Regal Entertainment Group Entertainment $8.50 › December 24 Regal Entertainment Group Entertainment $62.02 > December 16 Regal Entertainment Group $24.49 > I have my friend pass whatever shared with my three friends, but when they buy tickets the .50 cent charge does to their account! I NEVER SPENT THIS Money! Also, management needs to be checked at Delta Shores Regal in Sacramento. There was consistent lines waiting for an All Gender bathroom last night and I told the manager someone has been in the bathroom for 10 minutes and he said “oh yeah, that’s the employee restroom now, but we haven’t gotten a sign yet”! PURE DUMBASS BEHAVIOR THAT RUINED MULTIPLE PEOPLES EXPERIENCE BECAUSE THAT REGAL CAN’T afford a piece of paper and pen!!!!!!!!

  Business Response

  Date: 01/21/2025

  Thank you for forwarding this guest's complaint.  Our Customer Relations team has assisted this guest directly.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A friend gave me and my family Regal movie gift certificates for Christmas. When we went to the theatre at Colonie Center in Albany, NY, last Saturday, they charged me a $1.50 per ticket "upcharge" to use the gift certificates. The person at the counter apologized and said this is now what the theatre does. What a scam!!! The tickets were already paid for in full, so why is there a so-called "upcharge" to the person using the gift certificate? What a rip-off!! Shame on Regal Cinemas for this sneaky, underhanded way of pulling more money from people.

  Business Response

  Date: 01/21/2025

  Thank you for forwarding this guest's complaint. Certain theatres charge a surcharge, those locations can be viewed on our website *********************************************************

  Customer Answer

  Date: 01/21/2025

   
  Complaint: ********
  
  I am rejecting this response because it is very poor and misleading business practice to sell gift cards to people and to not inform them before the purchase that a "sur-charge" will be added to the user when they go to certain theatres. 

  A gift card is already paid for.  There should be no "sur-charge" to the person who received the gift card.

  Sincerely,
  
  Tony *****

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2, I attended the theatre with one other person, we shared all of the food that we bought and both got food poisoning the day after. I had reached out to Regal via their customer service email to ask what their terms are for when customers get food poisoning on Jan 3, followed up three times before receiving an email on Jan 7 asking for the address of the theatre, and after responding to that, never got an email back.

  Business Response

  Date: 01/21/2025

  Thank you for forwarding this guest's complaint. This matter has been referred to our Risk Management Department to assist in filing with the Company's insurance. The guest will be contacted directly by an insurance representative.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased movie tickets online for my children and I to see a movie on Tuesday. We had an extremely urgent family emergency that resulted in me having to cancel the movie. I have an account with Regal Cinemas because I take my children to see movies here in Georgia as AMC is a bit of a drive and now that things have settled, I went into the account I have with Regal Cinemas and I have no credit, no purchase history, nor any movie tickets. I reached out to the customer service team via email as they don’t provide any contact via phone and the customer service support agent could care less about my issue about me spending my hard earned money on their service/product and then not be rendered! This is unacceptable and absolutely disgusting coming from a company that wouldn’t exist if customers didn’t purchase movie tickets! I will definitely warn everyone I know as well as social media platforms of this situation.

  Business Response

  Date: 01/13/2025

  Thank you for forwarding the complaint, no prior contact or account can be located with the information provided, our Customer Relations team has followed up with the guest directly via e-mail.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regal Cinemas' Difficult Cancellation Policy for their unlimited subscription I attempted to cancel my Regal Cinemas subscription before the due date via email. Despite my cancellation request, they proceeded with the monthly charge. Regal Cinemas claims they only cancel subscriptions for the following month and refuse to provide a refund for the current billing period. I believe their cancellation process is intentionally designed to be difficult and confusing, leading to unintentional charges.

  Business Response

  Date: 01/13/2025

  Thank you for forwarding the complaint, the guest did not request cancelation pursuant to T&C, this account is set to terminate in February.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: ********
  I am rejecting this response because: I cancelled before the due date and they didn’t process it.
  
  Sincerely,
  
  Sean ***

  Business Response

  Date: 01/21/2025

  According to our records, the guest requested cancellation one day prior to their renewal, their subscription was processed pursuant to the T&C ********************************************  The specific T&C state "Cancellation of your Monthly Subscription Plan by you under Section 6.a(i): (i) during the three-month or one-year (as applicable) initial term of your Subscription up until two weeks prior to the end of such term (the “Monthly Plan Termination Deadline”) will not take effect until the end of such term; and (ii) after the Monthly Plan Termination Deadline will be effective at the end of the monthly Subscription period following the monthly Subscription period during which your cancellation request is received. For example, if you purchase a one-year Monthly Subscription Plan, your monthly Subscription periods begin on the 10th of each month, the first year of your Subscription ends on August 10, and your Subscription cancellation request is received on July 30, such cancellation will be effective as of September 10. If you cancel your Monthly Subscription Plan under Section 6.a(i), you may not apply for another Subscription plan until six months after the cancellation date."

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had tickets to see Wicked the evening of 11/2/24. There was a really bad storm the night before and a lot of the area lost power. We didn’t hear anything from Regal about a closure so we went to the theater as planned. There was a sign in the theater doors saying power was out. We contacted customer service who gave us a credit to rebook the tickets but it didn’t cover the booking fee. We’ve been in contact with customer service who says it can’t be refunded because the showing was missed. I’ve explained time after time that it was only missed due to the power outage and we received zero communication from Regal about the outage. So we ended up paying the booking fee twice for a movie we only saw once. I want a refund.