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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:08/02/2022

      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.
      My friend and I signed up for a 90-day trial for Regal Unlimited which was advertised on a huge display inside the movie theater located at 128 Sunset Drive in Dania Beach, FL. The employees recommended the unlimited membership and said we can't purchase it in the theateronly on the app. We downloaded the app and told the employee behind the concession that the app is asking us to pay for the membership. The employee said that we would pay for the first month but would be getting 90 days free afterwards. I logged into my Regal account and saw that there's another charge to my credit card scheduled later this month. My friend sees the same thing on his account as well. my card number is XXXXXXXXXXXXXXXXXXX. please contact me via phone to explain what is happening. DO NOT EMAIL ME! Again, DO NOT EMAIL ME!

    • Initial Complaint

      Date:07/21/2022

      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.
      On Sunday, July 10, 2022 I paid nearly $100 for four tickets to see Thor Love and Thunder. 15 minutes in it was clear the audio was malfunctioning,. You could barely hear the dialogue. I made the employees aware and no action was taken to correct it. I emailed customer support for a refund, but they offered no refund or credit. Regal Cinemas ruined the experience of a movie I had anticipated for many months and will not make it right. I am even willing to accept Regal Credit.

    • Initial Complaint

      Date:07/05/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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 got unlimited movies for a year and I want to cancel this because they have it like automatic renewal and I do not want it anymore, I sent several emails and they never responded, I stopped paying for a few months and they never call or email about my complaints, the phone number they got listed to call is not good, they do not respond at all, it looks like those scams from other companies, also they locked your card so you are not be able to delete it from the site. its not a good company to a business with.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 7, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly regarding their complaint. Consumer Response /* (3000, 13, 2022/08/04) */ I called Regal entertainment group a few times to cancel my unlimited movies membership but they refused to get back to me and the main customer service number does NOT work, like I said before about it it is. a bad company to have business with. It looks like a fraudulent company. I need this resolve soon because they will try to get money from my card and that is NOT fair. I am sending you a copy when I sent 2 emails to them and never got an answer back from them.

    • Initial Complaint

      Date:07/05/2022

      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.
      Visited this theater on 7/2/2022. Arrived and went to visit the concession stand. The line was so long that I redeemed 7,000 points so that when I got to the front I could be in and out. The cashier was nice but nothing was working. I redeemed a free small Drink that I was like to be credited back to my account as the slushee machine was not working. There also were no medium popcorn bags to which I don't understand how this is possible. The small is too small to share and the large is too large for two people. I asked for the manager and Liah v came out and offered no resolution. Her response to there being no medium bags was yoi decide if you want large or small but neither would work. She made the experience much worse. As a manager, you would need to find a remedy to satisfy your customer. She did not try to offer solution. A horrible experience and the kids were so upset about not being able to enjoy popcorn they cried the entire movie.

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 7, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly regarding their complaint.

    • Initial Complaint

      Date:06/28/2022

      Type:Billing 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 asked to cancel my regal unlimited membership last month and they granted my fiance cancelation on his via email yet I never received a similar email. Now I'm being charged again and have emailed 3 times with zero response and I want an immediate cancelation and refund.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 14, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly, their subscription was canceled.

    • Initial Complaint

      Date:06/28/2022

      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.
      Regal Cinemas in Port Charlotte only offered an option to purchase tickets with a debit/credit card. I purchased 3 tickets Saturday 6/25/22 on their website. The charged over 5$ for a "service fee". On top of that they stored my debit card info AND set me up for recurring payments with my bank. I want them to delete all of my card information. Movie theaters are a dying breed but that's no reason to steal from people.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 14, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly regarding their complaint.

    • Initial Complaint

      Date:06/27/2022

      Type:Billing 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 paid on 23 June 2022 to reactivate my membership, now a few days later the company is attempting a charge again. I reached out and they said the payment did not go through, it did!!! I'm a 100 disabled vet and every penny is important. Stop stealing from me.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 14, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly regarding their complaint.

    • Initial Complaint

      Date:06/27/2022

      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 been trying to cancel my unlimited account and all regal cinema numbers do not work.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 14, 2022/07/27) */ Thank you for providing the patron's complaint. The Company's CR Department assisted the patron directly regarding their complaint.

    • Initial Complaint

      Date:06/21/2022

      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 purchase tickets to go see a movie on June 18th at Regal live oak. In the email confirmation it said that I could cancel for a refund 60 minutes prior to my showtime. I found tickets closer to me well before the 60 minute mark, so I decided to purchase those and cancel with Regal. I attempted to cancel through the link provided, but it only took me to a request refund screen with no other buttons to confirm. I attempted this a minimum of ten times, tried on my cell, on my desktop, and different browsers. Then I attempted to call the theater, but no one answers the phone. I tried calling at 2:32, 2:36, 2:39, 2:45. No answer, no option for voicemail. I then try the customer service line for Regal, but I just get a message with no option to speak to anyone or leave a message. Then I emailed them through the contact form at 2:51, which is still outside the 60 minute mark. The email gets sent with a timestamp, but they didn't provide any confirmation or copy to my email. I received a reply from my email Sunday June 19th that they could not provide me with a refund because I didn't contact them in time. I then tried to call the local theater again, no answer.

      Business Response

      Date: 07/22/2022

      Consumer Response /* (2000, 13, 2022/07/14) */ The business issued a refund. Thank you Cheyenne

    • Initial Complaint

      Date:06/06/2022

      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.
      I recently received an email from Regal regarding a special promotion for the new Top Gun movie (Earn 1500 extra credits when you see Top Gun in IMAX 6/3-6/5). On June 4, 2022 I took my parents to see Top Gun Maverick on Imax at the Short Pump theater (11650 W Broad St, Richmond, VA XXXXX). I purchased three tickets, popcorn, drinks, and snacks at the concession stand and showed my QR code when I paid. Today I reviewed my account to discover that I did not receive any points for that purchase, and I am unable to find my receipt. I called the manager at the location who stated he couldn't help resolve the issue. Can you add those points to my account?

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 14, 2022/07/27) */ Thank you for forwarding the patron's complaint. We're so sorry to hear about your recent experience within our theatre. We do hope you enjoyed Top Gun with your parents and do apologize that you encountered this error when redeeming your points associated with this promotion. Please note that we have adjusted your credits and have added the 1500 and an additional 500 for your inconvenience. Thank you again for letting us know of your experience as we continually look at ways to improve the experience inside and outside of our theatre. Thank you for making Regal the best place to watch a movie! Consumer Response /* (2000, 16, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!

    Regal Cinemas is NOT a BBB Accredited Business.

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