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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

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Regal Cinemas has 241 locations, listed below.

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    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:11/02/2022

      Type:Product 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.
      I went to see a movie black Adam on 28 October. In the middle of the movie the fire alarm went off and everybody evacuated the movie theater and everybody went home. All I'm asking for is a refund for that movie that I did not get to see. In the amount of $32 please back to my credit card. I called the movie theater numerous times and nobody answered the phone to address my issue. I left numerous messages on the voicemail machine to no avail. Nobody answered the phone or called me back. This is absurd to have to deal with processing a refund for something I didn't get for a product or service that I did not receive info. I paid for a service and I did not get the service that I paid for. I will not be visiting this movie theater ever again and I would like a full refund please

    • Initial Complaint

      Date:10/24/2022

      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.
      On XX-XX-XX I was online and selected 6 seats for my family and I to watch movie and it was 2 sections of seats 3&3 the website prompted me to check out then I was greeted by a oops error I immediately check connection and service of computer I was using and there were no issues with great service so the page said tru again I was directed back to home page went to select seats again and none were available I attempted numerous times to contact local theater with no response and email with no response multiple times after about a half hour I tried corporate and the automation was to customer service which is email going on 2 hours later my children are crying and upset we don't have the funds or opportunities to go out together often with 6-7 (teenager) it's is expensive anyway still no email from customer service or returned calls and we were thinking of a cheaper theater but my children wanted this and was even willing to use their allowance to go to as they said " the nice one" well it doesn't seem so nice now to them I get technology fails or is overloaded but the simple fact none can answer or email back is just bad business and blatantly disrespectful I think I've read several reviews where other complaints have had same issues with no answer or response. I honestly feel like it's a load of **** people spend their hard earned money to enjoy themselves or thier families and that's how you show appreciation is by having no sort of customer service? It boggles me to think about how the regal corporation has made it this far and long, I know from here on out my money will be spent else where and they will never get another dollars from anyone I know if I have to I'll pay for my friends tickets and concessions to go somewhere else since they don't value thier customers and it's a guarantee some other theater will value and have enough decency to supply customer service so they can get issues resolved regal at the end of the day your nothing without your customers!!

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 5, 2022/10/31) */ Thank you for providing the patron's complaint, we apologize for failing to meet the patron's expectations. The Company's CR Department responded directly to the patron.

    • Initial Complaint

      Date:10/05/2022

      Type:Product 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.
      I purchased two Regal gift cards from Target ($50 each) in August 2022. I added them to my Regal account using the Regal app to pay for Regal unlimited. I got a new phone a couple weeks ago, and all of my payment methods and gift cards were gone from the app. They're not saved on the website either. There is nothing in the terms and conditions stating that unused gift cards will disappear once you delete the app. I have attempted to contact customer service regarding this issue, but they just direct me to the website where I can email them. So far I haven't heard back. I attempted to call my local Regal theater, but nobody answers the phone. I called corporate and the only option is to leave a message. I just want to get my $100 back. There has to be a record of that within Regal, and since there was never a warning that all gift cards would be erased upon getting a new phone, they owe me those gift cards back.

      Business Response

      Date: 10/13/2022

      Consumer Response /* (2000, 5, 2022/10/05) */ Hi, I just submitted this complaint. I still haven't heard back from the business but I was able to circumvent them and get the gift card numbers and resolve the issue. I consider the complaint as closed but I don't see how to do it on my end. Thanks!

    • Initial Complaint

      Date:09/26/2022

      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 have an unlimited membership and id like to end the service no where on account page can i remove or access my card number. there is only an option to add another form of payment. Total scam i have been looking for 3 months ive called they dont answer send you to online and still nothing .

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 14, 2022/10/31) */ Thank you for providing the patron's complaint, we apologize for failing to meet the patron's expectations. According to the Company's CR Department, there is not an account associated with the e-mail address provided. In order for us to investigate further, please provide the e-mail address associated with the account.

    • Initial Complaint

      Date:09/19/2022

      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.
      I looked online to check for movie tickets, clicked on purchase online. That took me to Fandango where I purchase 2 tickets for Regal movie for $22.78 through PayPal. I never received any tickets. when I looked into my PayPal site seen they received their money. I called the phone number from the papers I received after I paid. When the number was answered a recording said this number is no longer available, and to use their web site. When I go into the web site and explained my issue and entered the information, they wanted. Then they texted a number for me to call. when I call that number, a recording said this number is no longer available. When I drove to the theater to complain they said Fandango is a third party and they can't help me. I started out in Regal theaters web site. but they do not honor ticket sells from their site

    • Initial Complaint

      Date:09/15/2022

      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.
      Very sketchy business practices. I was desiring to suspend my unlimited membership for a bit. I searched and searched the app and online. I could not find a way to do this. Very odd that I cannot control my account from the app. So I decided that if I remove my payment method then they can't charge me for the next month. You cannot do this on the app so I went online. It is available on the website so I removed it. Today 9/14 I see a pending charge. So I start investigating. Apparently you can remove it from the website but it is still on the app. Additionally if I add a payment method on the site it appears on the app. That alone is a very shady practice. So after clicking everywhere to find out how to get in touch I sent a request in. They don't make it easy to get in touch with them. I get a response that tells me they cannot ref5my $19.66 and that to cancel my membership I have to contact them 2 weeks in advance. Contact them how, they don't make finding that information easy. So now I go from a frustrated customer that just wants to suspend my membership for a bit to a ****** of customer that will just wait on streaming services to get the movie or go to AMC. All over $20. I want a refund and maybe they should rethink the business practices. Call Netflix Regal. I can suspend my account thru their app. I will be having others in my family cancel their membership's as well. If you are going to treat people like this at least put the contact information front and center where it is easy to find.

    • Initial Complaint

      Date:09/14/2022

      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.
      The regal mobile app make it hard for people to unsubscribe their service. They have either 3 months or 1 year plan and i joined the 3 months plan, after 3 months i wanted to unsubscribe and found it very hard to do so. Under subscription deatils, the request cancellation button flash and immediately disappear on my samsung phone, for my wife iphone it does not even appear. I feel Regal are using these tricky practices to make it hard for people to unsubscribe their service once we were tricked to sign on. I was able to click the request cancellation button after a few tries on my phone, where there is an email template already setup for people to send an email to their customer service account. It said only after a year people can unsubscribe unless special circumstance like moving away from United state...etc.

    • Initial Complaint

      Date:08/24/2022

      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.
      we have a birthday party scheduled at the theater for my neice for Saturday. Has been planned for months. Today we getTold that the time we selected is not available any longer and they can't even tell us what movie they willHave available for the party. They failed to call us we wouldn't have even know if we didn't call to check to see what movie was going to be played. They also cut the numberOf people we could have in halfWithout notice

    • Initial Complaint

      Date:08/08/2022

      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.
      Regal Unlimited does not provide a clear or easy way to cancel a subscription that automatically renews. Finding information on how to cancel subscription is incredibly difficult. The only way to cancel is to call customer support or email customer support neither of which provide a quick & easy method of cancelling a subscription. This is clearly breaking federal trade commission rules. I believe this is a class actionable offense. A quick Google search yields a surprising number of similar customer complaints.

    • Initial Complaint

      Date:08/08/2022

      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.
      I have tried to cancel my Regal unlimited membership twice to no avail. They refused to acknowledge or respond to my request. I even call the customer service number and nobody can help me there. My goal is to have my Regal unlimited membership canceled. Thank you

    Regal Cinemas is NOT a BBB Accredited Business.

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