Complaints

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

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Cinemark USA, Inc. has 41 locations, listed below.

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• 

  Cinemark USA, Inc.

  3900 Dallas Pkwy Plano, TX 75093-7869

• 

  Cinemark USA, Inc.

  3200 Airport Rd Boca Raton, FL 33431

• 

  Cinemark USA, Inc.

  15601 Sheridan St Davie, FL 33331

• 

  Cinemark Tinseltown Usa and XD

  11855 Gateway Blvd W El Paso, TX 79936

• 

  Cinemark Tinseltown

  6001 N Martin Luther King Ave Oklahoma City, OK 73111

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:12/30/2024

  Type:Customer Service 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 December 20th, 2024, The Release Date for Sonic the Hedgehog 3, I took my family, (my 3 kids and husband) to our nearby Cinemark Theater to watch the new Sonic movie. I bought tickets way in advance because my 4 year old Son is the biggest Sonic fan and could not wait to see the movie. We were super excited to enjoy the movie and get my son a whole bunch of cool Sonic Merchandise to make his movie watching experience the best and most exciting possible. Prior to going to the theater, my daughters showed him all the sonic merch that was going to be released for the movie from Cinemark and Regal theaters so he already knew what he wanted and was beyond excited. When we get to the Theater and get in line for merchandise and snacks, we see NOTHING Sonic related!! No Merch, No snacks!! I immediately get out of line and speak to an employee about why I'm not seeing anything Sonic!? The employee states that they haven't had any Sonic Merchandise for a long time. But how could this be??? The Movie just came out that day, (yes I do know they have early release the night before). I proceed to talk to the manager to ask why they don't have any Sonic merch, not even a popcorn bucket or drink, to which he tells me that they got a few things in like 2 or 3 weeks prior to the movie being released so they sold out then. How insane is it that we buy movie tickets way in advanced for the DAY the movie comes out and cannot give my Son the best most exciting experience because any merchandise for that movie was sold out weeks before the release date!!!??? I cannot make sense of that!! I could understand selling some early but to not have a large shipment of merch for a KIDS movie for the weekend it comes out is not showing that you care about your customers or young audience. Terrible business ethic.

  Business Response

  Date: 01/07/2025

  We have reached out to ****** and informed her that Film Studios often indicate when they want these promotional items to go on sale so they can be used as advertising for the upcoming movie. We encouraged ****** to follow us on ************ so she can stay up to date with future merchandise releases and added a ********** Credit (free ticket voucher) to her Cinemark account for the inconvenience of the issue. 

• Initial Complaint

  Date:12/11/2024

  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 4 items from the ******************************* website on 11/13/24. At the time, there was no indication for each item on the website that there was a delay in shipping and I paid almost $25 to ***** the items. Per their website FAQs, it can take several business days to receive and that I would receive an email with tracking information once the items have shipped. Well, I have received one 1 of the 4 items to this day (the Moana 2 splash popcorn bucket). I did not receive and email from Cinemark notifying me that the item shipped. It just showed up. As for the other 3 items, I have sent no less than 8 emails inquiring the date the other 3 items would ship. The items are the Moana 2 popcorn bucket necklace, Moana character cup and topper set, and Moana peekaboo popcorn bucket. At first they said the items will ship the week of 11/25 which they did not. Upon following up, they said they are looking into why the remaining items havent shipped. They now havent responded to my emails since 12/6. This company has had my money for about a month now. This is fraud to keep my money and provide me with no information or update as to why my order has not been shipped. All items were in stock at the time of purchase.

  Business Response

  Date: 12/25/2024

  Our Cinemark Shop representatives have communicated with the guest and are sending replacements/refunds where requested. 

• Initial Complaint

  Date:12/06/2024

  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.

  Complaint to the ************************ (***)Subject: Fraudulent Practices by Tickets at Work and Cinemark To Whom It May Concern:I am filing a complaint regarding a deceptive practice involving Tickets at Work and Cinemark.I purchased prepaid movie tickets through Tickets at Work to use at Cinemark theaters. On the Cinemark app, I attempted to redeem four prepaid ticket numbers and PINs to see Moana. However, I realized the tickets I added to the cart were priced higher than those I purchased. I deleted the tickets from the cart without completing the purchase or redeeming the tickets.When I tried again with the correct tickets, I received an invalid message for the prepaid ticket numbers. I contacted Tickets at Work, who directed me to Cinemark. At Cinemark, I was told the tickets were deleted and could not be replaced or refunded.I spoke to two representatives at Cinemark. Both refused to escalate my call to a supervisor, and both disconnected the call when I asked for the ticket number for my complaint. I believe this is fraudulent. There was no warning that entering prepaid ticket numbers without completing the purchase would render them unusable.This practice is deceptive and unfair. I paid for tickets I could not use, and neither company resolved the issue.Requested Action:I request an investigation into these practices and a refund for the unused tickets.

  Business Response

  Date: 12/17/2024

  We reached out to Roemery initially regarding the issue on 12/10/2024 requesting additional information regarding her original contact.  After receiving the BBB complaint, we reviewed the codes that were provided by ******* and confirmed that each of the four Prepaid ticket codes are valid and active. They can be redeemed through the Cinemark website and in person at the theater for any standard ticket purchase. The complaint indicated that ******* was requesting a refund for the purchase of the prepaid tickets. Since the tickets were purchased through Tickets At Work, we are unable to pull up any transaction for the order and cannot offer any monetary compensation for the issue. We have provided the contact information for Tickets at work to ******* for her to contact Tickets at Work to request the refund. 

  Customer Answer

  Date: 12/28/2024

  I am rejecting this response because:   

  When I first contacted Cinemark, I did not ask for a refund. I reached out for help because I was having issues with my tickets. Unfortunately, I didnt receive the assistance I needed. It was only after I was told that the tickets had been used and that no replacements could be issued that I then asked for a refund.
  
  At this point, I am requesting that my tickets be reissued to me with valid codes sent via email. Additionally, I would like proof and a guarantee that my tickets have been reinstated. I am making this request because, during my previous interaction with Cinemark, not only did I not receive a resolution, but I was also not provided with a ticket or case number for my issue, and the call was disconnected without warning.
  
  Please address this matter promptly and ensure that the issue is fully resolved.
  
  

  Business Response

  Date: 01/07/2025

  We have responded to ******** with the attached screenshot showing that the prepaid ticket codes she received are active and redeemable. We also provided instructions on how to redeem these tickets through the Cinemark App or the Cinemark Website. 

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 tried to purchase a gift card for 20% off the purchase price. $400 gift card for $320. The merchant keeps canceling my order and cannot provide a reason why.

  Business Response

  Date: 12/20/2024

  We were unable to process this order due to several still-outstanding bank disputes from this purchaser against previous Cinemark gift card orders they made in December of 2021, CNDUDVD5XD and CNDU883VMH.
  
  Typically, in a case like this, we would not be able to process further orders from the same purchaser until those disputes had been resolved.
  
  In this instance, we willing to make an exception.
  
  We have cleared the path in our system for this guest to replace their order.

  Customer Answer

  Date: 12/21/2024

  I have reviewed the business response and accept this resolution as long as they can provide the same offer of 20% off the gift card price

• Initial Complaint

  Date:12/04/2024

  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.

  CINEMARK has been charging me $11.99 since 7/3/2023, and I tried to cancel the membership by going online but there is no option. I tried calling them and was on the phone for 20 minutes before I hung up. Attaching both the situations. I consider this to be a FRAUD as they have purposely hidden the cancel option and will not answer my phone. This company is a FRAUD

  Business Response

  Date: 12/18/2024

  The information provided by *** does not pull up an active subscription. We have sent *** an email requesting additional information to locate their active subscription. 

• Initial Complaint

  Date:12/02/2024

  Type:Order 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.

  We paid for movie tickets for a film that started at 8 am. The doors did not open until after 8 am, causing us to miss some of the film. The employees also were very cruel and rude when we asked if the movie had already started.

  Business Response

  Date: 12/23/2024

  Sent a request to guest to collect additional information regarding their transaction. Waiting for their response. 

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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.

  Im a collector. Im also a moviegoer. I love cinema and I love collecting cinema merchandise. I placed an order on October 28th for venom and gladiator merchandise totaling $242.62. The Venom merchandise was in stock during the time and it was supposed to ship but it didnt. I got no email confirmation of anything. then the gladiator merchandise was supposed to ship on the week of the 18th which passed. I emailed customer service and I received a response after a few days of waiting which saids its due to ship on the correct date but that date has passed. I reached out to cinemark via instagram and Im being ignored. I also placed an order for chucky, IT and beetle juice merchandise and cinemark updated the website so much that the order disappeared from my purchase section. Ive been a loyal customer and its disappointing that ********************** is treating me like this.

  Business Response

  Date: 12/12/2024

  We have received contact from ************ who is responsible for the shipping of these items. They confirmed that the first order has been successfully cancelled and refunded. They notified the guest regarding this order. The second order was slightly delayed and they have it marked as delivered. They reached out to the guest to confirm the delivery. 

  Customer Answer

  Date: 12/12/2024

  I received the second order. It was delayed. You mentioned the first order was refunded. The first order was in the amount of $223.05. I havent received the refund. When was it processed?

  Customer Answer

  Date: 12/12/2024

  I have not received any call or email response regarding a refund for my first order from anyone: The first order was in the amount of $223.05. I received my second order late. the second order was the gladiator and venom merchandise 

  Customer Answer

  Date: 12/13/2024

  Sorry for sending multiple messages. Just to confirm. I re-read the response and I would like to add that no one ad snowcommerce or cinemark reached out to me regarding my package. Yes my package was delivered but no one reached out. No one reached out regarding my refund either. I dont know if they were supposed to call me or email me but My phone number is listed on the order and havent received any calls. I havent received any emails from them either. I didnt even know I was getting a refund until you mentioned it. That order disappeared from my account and couldnt find any information on it. Cinemark updated their website. I would like a refund. I send emails to the cinemark shop multiple times even before filling out this report and they are not good at responding to customers. Me and other people spend lots of money on merchandise every time cinemark releases something new so at least we deserve better service from customer support and that service would be actually taking time to respond. I sent dozen of emails to them and no response. 

  Customer Answer

  Date: 12/13/2024

  Sorry for the confusion. Only in ************ manages the cinemark shop. I didnt know SnowCommerce was responsible for shipping out my items. SnowCommerce never made contact with me. They never called me or emailed me. That was dishonest for them to say that they did. I also never got my refund. I dont know when they processed it. 

  Customer Answer

  Date: 12/13/2024

  I am rejecting this response because:   SnowCommerce never made contact with me. They never called me or emailed me. That was dishonest for them to say that they did. I also never got my refund. I dont know when they processed it. Only in ************ Manages the cinemark shop so thats why I am confused. I want a refund 

  Customer Answer

  Date: 12/18/2024

  I made an order on the cinemark shop September 25th. I have not received my order and the order disappeared from my order history. I made a previous BBB complain and you guys said you made contact with the company responsible for shipping my items and they said my order was canceled and refunded. You also said the business reached out to me to confirm. No ones reached out to me and I didnt get my refund. I have work hard for my money. This is a waste of time. if I dont get a resolution Im gonna have to file a dispute with my bank for fraud. I emailed cinemark and no response.

  
  

  Customer Answer

  Date: 12/18/2024

  I have not received my refund. I reached out, send emails and nothing 

  Business Response

  Date: 12/20/2024

  All items have been delivered except for one (the *** Head), which is scheduled to ship this week. The customer will receive everything they ordered. However, given the customers dissatisfaction, we will issue a 50% refund as a goodwill gesture. Well also send the customer an update to inform them of this resolution. Hopefully, this helps address their concerns.

  Customer Answer

  Date: 01/06/2025

  My name is ****** ****. I made a complaint against cinema on 11/25/2024 they got back to me on 12/12/2024 they told me Ive been refunded and the company reached out to me. I have not received my refund and no one reached out to me. I want to re-submit my claim. its been more than a week and still no refund. 

  I emailed cinemark and no response. They just took my money without refunding or providing goods. 

  Business Response

  Date: 01/20/2025

  The final items from this customer's orderPre-Sale Chucky and Pennywise Popcorn Bucketswere delivered today. This means Shadoa has now received everything from her original order.
  
  Back in December, we also emailed her to confirm that she would receive a 50% discount on the product (excluding taxes and shipping). Attached is the record from ************* confirming that the discount was successfully processed.
  

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to formally file a complaint regarding Cinemarks handling of a refund for a gift card I purchased for their Movie Pass subscription. Due to the lack of response from Cinemarks customer service, I feel compelled to seek assistance through the BBB to achieve a resolution.On November 5, 2024, I purchased a gift card intending to cover a year of service for the Cinemark Movie Pass, expecting monthly credits over the course of the year. However, I later discovered that the gift card delivered all the passes upfront, which was not what I intended.After contacting Cinemark support via email and chat, I was assured that I would be refunded for the gift card on November 12, 2024, within 5-7 business days. They also encouraged me to create a new account to receive the monthly credits as intended and promised to transfer any unused credits from my original account to the new ****** of today, November 22, 2024, I have not received the refund or any confirmation. I have followed up via email daily since the refund window passed but have not received any response from their support team for the last three ********* are the reference numbers from my email correspondence with Cinemark for your reference:Ref: MSG9404219 Ref: MSG9407250 I feel misled by the companys promises and am frustrated by their lack of communication and follow-through. I kindly request your assistance in resolving this matter promptly.Thank you for your time and attention to this issue.

  Business Response

  Date: 12/12/2024

  A refund of $109.89 was issued to the guests original payment method and an email confirmation was sent to them. 

  Customer Answer

  Date: 12/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/18/2024

  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.

  Date of transaction: Saturday, November 16th Two transcations for movie tickets: $29.76 and then one individual for $14.88 I purchased two tickets around 5pm for two teenage tickets in the amount of $29.76. When I initially purchased the tickets at that time, the young female employee said there was no 5pm showtime for the rated R movie Smile II. Additionally, she asked if the two minors had photo IDs. One teen had their ID and the other one didn't. I told her I was the parent, but I would go ahead and purchase the two tickets now and bring back the other ID at the 7:45pm showtime. She said, "That's fine!" So I purchased the two tickets.Upon the arriving to the 7:45pm movie showtime, I walk the two teens inside and again they ask them for IDs. I present both *** to them. The manager by the name of Arkytior asked me if I was staying with them and I replied, "No!" I then explain that two young ladies didn't mention anything about me staying with the teens and that they only need IDs. I also expressed I wouldn't have paid for two tickets for this movie if I had to stay. I am disappointed that I wasted my time going all the way home in ****** to go get the other ID and then had to return and pay for an additional ticket, when I was misinformed. **********, we had to change our seats. The two teens had arranged seats at the very top (reclined seats). Then we had to move to the lower level and two of the seats weren't functioning to recline. Such a disappoint for my son's 15th birthday. As a parent I wanted to make sure my child had a great birthday, but time and money was defintely wasted (especially when this could have been avoided all employees were trained properly).

  Business Response

  Date: 12/12/2024

  An email was sent to guest on 12/03/2024 requesting additional information regarding this transaction to investigate further. 

• Initial Complaint

  Date:11/17/2024

  Type:Customer Service 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 few short hours ago, I was at one of your Cinemark locations. I bought the ticket for 6:25, as the one proceeding began at 5:40 and it was almost 5:50 before we even got to the front of the line.We bought two waters and there was a separate line to take your receipt to retrieve your concessions. They took it, stamped it and gave me the two waters, but didn't return the receipt. It was a location that conjoined a mall. We waited until it was 6:20 went to the clerk, they tore our ticket we were the only ones entering at that time. we went into our assigned theater to find the movie almost over, and upon looking at the ticket they had given us tickets for the 5:40; we immediately existed asking the lady who just tore our tickets and she said they couldn't be exchanged. Even though she knew we had just gone in. When finally asking for a manager, he asked for a receipt and a process that took over 35 minutes for him to scour the concessions to find the paper, but for the first ten minutes the lady who tore our ticket acted like she didn't remember us, as did the people at the concessions, and the lady who sold us the tickets. At this point it was past 7 and he was only going to give us tickets to the movie that was half over again. I expect better when I go to cinemark.

  Business Response

  Date: 12/12/2024

  We have sent an email to the guest requesting additional information regarding the purchase to review further.