We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Theatre

Regal Cinemas

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

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

Find a Location

Regal Cinemas has 241 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 203 total complaints in the last 3 years.
    • 63 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 took subscription for regal unlimited on Jan 4th 2023 after seeing advertisement (attached) saying "Regal Unlimited" any movie any time no weekly limits. no restrictions specified on advertisement. After i purchased subscription I tried to watch couple of movies but my subscription didn't allowed to watch those movies saying they are not allowed on subscription . example of the movies which didn't allow to watch are "waltair veeraiah" and veera simha reddy". I asked at regal Johnscreek location they said I have to call regal customer service and discuss with them. I tried to reach regal over phone(provided by regal johnscreek) but it always goes to voicemail and i opened ticket with regal customer service through their website. I asked them either allow me to watch any movie as per advertisement or cancel my subscription. instead of allowing to watch or cancel my subscription they are said we can't allow to watch those movies nor cancel the subscription as they signed contract with regal to stay minimum of 3 months. I said I signed contract but you need to provide the service you said on advertisement but customer service only talks about my contract but they are not ready to solve my issue. Now regal is sending me multiple emails saying I own money to them. I feel like harassed . Regal is charging me without providing the service they promised. Please help me to solve this issue.

      Business Response

      Date: 03/08/2023

      The consumer has been in contact with the Customer Relations Department. Some titles are excluded from the Unlimited subscription as provided in the program rules *******************************************************

      Are there any Regal showtimes for which I can’t use my Subscription Pass?
      Yes. All non-movie showtimes and events (such as Fathom Events, MET Opera, concerts, private screenings and sporting events) are excluded from the Subscription Program. Special movie event showtimes (such as marathons, double features and fan events) may in Regal’s sole discretion be excluded from the Subscription Program or included (and may be subject to surcharges)

      Business Response

      Date: 03/17/2023

      The subscription will not auto renew and will terminate prior to 4/3/23.

      Customer Answer

      Date: 03/20/2023

       
      Complaint: 1*******

      I am rejecting this response because:

      I didn't use subscription for last 3 months. I am okay with resolution if I don't have to pay for last 3 months.



      Sincerely,

      *** *

    • Initial Complaint

      Date:03/02/2023

      Type:Product Issues
      Status:
      Answered
      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 used Regal app to purchase two movie tickets for March 1, the app had an issue and kept crashing and freezing. I reopened the app to purchase the tickets just to be faced with ‘you are now subscribed to Regal Unlimited’ I have NOT subscribed nor gave permission for reoccurring charges to Regal Unlimited/entertainment. Unfortunately and very conveniently for this shady business they don’t have a customer service phone. I reached out by email and got ‘sorry you feel this way’ response with statement that they see me as subscribed and refusing to cancel any subscription. The email also states that I am OBLIGATED to pay for at least next three months. Absolutely not happening. Also I’m unable to delete my credit card information from the app as it keep throwing ‘ you have reoccurring subscription and aren’t allowed to remove your credit card’ So they’re holding my bank information hostage, forcing me to be subscribed to service I’ve never gave consent to. I ask to have this subscription immediately revoked and charge refunded and any future charges stopped.

      Business Response

      Date: 03/08/2023

      There are several steps when signing up for a subscription and therefore the consumer would be aware they are signing up for a subscription. Regardless, our Customer Relations Department will cancel this subscription.

      Business Response

      Date: 03/17/2023

      The subscription began on March 1st and will terminate at the end of March prior to the next billing date.

      Customer Answer

      Date: 04/12/2023

      The company has refused to remove my account and delete my personal and banking information, therefore violating my privacy.

      they continue to charge me without my consent. I’ve had to take it up with my credit card company and block the future charges from this fraudulent business. 
      they stopped responding and therefore I hope they get what they deserve. That’s all I got for this.

    • Initial Complaint

      Date:02/27/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 Movie Theatres will not let me cancel my monthly membership. I have tried on multiple occasions to reach them by phone and get referred to the website. I followed the instructions on the website by sending a message via the "contact us" page and there is no answer. There is no way to contact these people and they are holding me hostage $20 per month. Need to be able to get my membership cancelled.

      Business Response

      Date: 03/08/2023

      The Customer Relations Department will contact the consumer directly regarding the subscription.

    • Initial Complaint

      Date:02/02/2023

      Type:Product Issues
      Status:
      Answered
      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 Cinema has charged us monthly after we canceled the subscription to their services. We have tried to contact them on the web site and by phone but have had no satisfaction. We want them to STOP the monthly charge. We cannot cancel our credit card because we have too many automatic payments that need to continue on that card. We are not the only people having a problem with Regal Cinema. Hundreds of complaints are on their web site. Please contact them and help us stop this monthly charge. This is elder abuse!!

      Business Response

      Date: 02/07/2023

      The Customer Relations Department has already resolved the patron's complaint, their subscription was canceled.

    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      Answered
      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 joined their unlimited movie program for 12 months at 21.99 per month. Covid happened about five months into my contract, the movie industry totally changed. I asked to cancel my membership as the theatres were closed. They told me I had to go to the theatre to cancel, I went to the theatre, they referred me to a phone number to call for help, I called the phone number they referred me to website, I emailed the website and they emailed me back a list of questions, I answered them and they have failed to honor my request to terminate the membership. The manager at the theatre said “before I worked here I was in the same boat trying to cancel my own membership, I had to go tell my bank that my debit card was lost so the payment option would be terminated. It is criminal to do business this way.

      Business Response

      Date: 02/07/2023

      The Customer Relations Department has already corresponded with the patron and their subscription will be canceled at the end of their billing cycle on 2/18/2023.

    • Initial Complaint

      Date:01/10/2023

      Type:Product Issues
      Status:
      Answered
      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 bought my husband a Regal Gift Card ($25.00 value) for his stocking and right after Christmas, the theater here in Springfield, MO announced it was closing.

      Business Response

      Date: 01/27/2023

      Our Customer Relations team will contact the patron directly to resolve the complaint.

    • Initial Complaint

      Date:01/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Last week we received a Regal Gift Card for two movie tickets and a $10 gift card for the concession stand. We entered our pin number on bonusrewards.com to get out gift cards. We received a gift card for each movie ticket and a gift card for $10 concessions. Today we used the Regal Cinema App to redeem our movie tickets. We were able to redeem the first movie ticket gift card but the app accepted the key 462498117060014 for the second movie ticket gift card but did not provide us with a ticket. When we entered the key again, it said it was already used. We called eGift Cards. 1-833-700-2157 to resolve the matter but Jeff from buyatab said that he could not resolve the issue and referred me to www.regmovies.com. We wound up purchasing the second ticket and writing the better business bureau.

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      *** ******** ***** **** ** *** *** **** * *** *** ********* ******** *****************************************************

      Business Response

      Date: 02/06/2023

      The Customer Relations Department is contacting the patron directly to resolve their complaint.

    • Initial Complaint

      Date:12/19/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      There is an autistic employee at Regal Short Pump Cinema who bothers me at the door every time I come to watch a movie. He is obsessed with rules and conformity. I expect to walk in, buy my tickets and walk to the theater and enjoy my movie. Instead my visit begins with him shouting, did we buy our tickets, he made the popcorn and no outside food. I bring snacks because my daughter has a nut allergy. Then if he is working the line where he takes tickets he insists he hands them back to me. Today he got bent out of shape if I say I don't need them back. So today he goes and tells the manager we would not know where to sit. However I had our seats memorized and had my sale receipt. Instead of the manager telling this employee to leave us alone, this manager chases us into the theater to watch us sit in our assigned seats. This Manager name is MIKE ******** When he followed us into theater I told him I feel like I am being harassed. I also told him I have been coming to this theater for 20 years and never had an employee chasing me around because they are obsessed with rules and order. To my surprise MIKE ******* stated, well then that person wasn't doing there job. Then he stood there and stared at my kids. I asked him was there a problem and he stated he wanted to make sure we sat in our assigned seats. I was told Mike Bobosky boss is PAUL ******* So on top of this autistic employee greeting me at the door and following my kids and I his Manager is encouraging it. I love coming to this theater but now I want nothing more than to be left alone. I know you may think it odd that this autistic employer is being a bully but he is and nobody is telling him to stop. Even after I went directly to his boss MIKE ********

    • Initial Complaint

      Date:12/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Their phone system claims to be able to connect you with a live person but is lying. It only sends you in circles. It claims to be able to give you a list of local theaters so you can call your local theater. I think I left my jacket their and don't want to have to drive their just to ask and find out I didn't. When you enter your zipcode to get the list of local theaters, the robot menu simple restarts. Extremely annoying and deceptive. Just don't have a phone line then.

      Business Response

      Date: 01/04/2023

      Business Response /* (1000, 5, 2022/12/21) */ Our Customer Relations team has reached out directly to the patron in order to assist them further.

    Regal Cinemas is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.