Cinemark
Reviews and Complaints

I’ve been a Movie Club member since it started. For several months, I can’t access Movie Club benefits. I should have many free tickets by now because it’s been so long since I could access my benefits. The customer service number no longer works. So I can’t call for help accessing my movie club account. I can’t get help through messages because I can’t access my movie club number on my app. I can’t change my password because it doesn’t recognize my email address. I wonder if my movie club has been hacked. I’m still getting bilked monthly. I will have to cancel my membership and lose all my free tickets.

Have been trying to get my job back after furloughed. Back in march please help the lead manager has not reply to me since i was furlough i talk one time to him and he just gave me the run around. I worked over 16 years at this theater I actually opened it and because of this manager prejudice against me will not let me come back to my job can you please take care of this and talk to and make it right thank you

It’s completely disgusting and inappropriate to have suck stupid LGBT adds before the movie. Cinemark can’t force their views on their customers. Anyone sexuality is their own thing I don’t want to know about and I don’t care about but to actually promoted I have an issue with that. Please review you policy on this issue. It especially hurts kids, who have no business with any kind of sexuality, by forcing this on the kids you are forcing your opinion, an agenda on to our kids who have no business with it.

Today 04-15-23 I came to cinemark in West Jordan and I purchase some snacks. It said members get 20% off last day or something like that. I went order my snacks and was charged full price for them 67.23. Everyone got the discount but us. Why advertise something and not honored it? I never complain I love coming here but I was just wondering why? [protected] order number.

I wasn’t given a receipt 🧾 on my snacks because the printer ran out of paper and they had a line.

Jordan landing Cinemark

When I walked up to the glass display, the lady (I believe she was a supervisor) behind the glass display had a disdained demeanor. I felt like I was bothering her. I find this behavior to be unnecessary. I said hi could we pretty please have 2 small, 2 medium and 1 large popcorns with layered butter. Upon sitting down in the nasty seats (after we wiped them down) we realized we had very little butter on the top only and later on, found out that we also had kettle corn in the bottom too. I've been going to this theater for a long time and have spent A LOT of money there. I don't know if the management changed or what is going on.

When you have 2 long lines at the soda machines, and for the food you should open the other side. Plus the soda machines weren't working properly and were out of many flavors.

I will start by saying that my sister bought my elderly parents a $35.00 movie gift card in 2019 and it came with a $5 Bonus coupon card as well. We were using this until the effects of Covid hit and we didn’t go out at all to the movies for fear of getting infected with Covid. So, yesterday we decide to finally go out to the show so I took my elderly parents to the 3pm matinée to see a movie called 80 for Brady, this was a show they really wanted to see and were a little Leary about still going, but we went. When I got there, I went to the podium to get my tickets that I purchased with your online app, then I went to the concession stand to purchase one small popcorn and a small coke. I then proceeded to check out and handed the $5 Bonus coupon that came with the gift card and I was told that I cannot use this bonus card because it expired 3/31/20. I said, ok I understand that it has expired, but can’t you honor this due to the fact that we had Covid that hit for two years and there should be something she can do to compensate for this? She just said there’s nothing I can do. Meanwhile my parents are standing here the whole time getting frustrated and tired and wanting to get their seat. So, I explained I was going to contact the complaints department at that time. So, here I am, all I am asking for is a $5 coupon for the concession stand for the next time we go to the show. Is this something you can do for me? I would greatly appreciate a reply as soon as possible. Thanks for hearing me out. Again, I know this was an expired coupon, but really feel like it should have been honored due to the fact that Covid was in play at the time.

Sincerely,

Joseph Rozanski
107 Simon Ave
Pgh, Pa. 15237
[protected]

Your Waco, Texas location.

ZERO seating in the main lobby. More than just the ONE place (in the middle) to sit & catch breath along the very LONG hallway to the theaters.

Probably not much you can do to add more than just the ONLY LARGE restroom being in the middle of the building. When the movie is in one of the FAR or end, theaters & it's been 2+ hrs since you 'went', it can be very anxiety producing for we who are on fulltime oxygen who don't yet wear depends!

While waiting for the viewing of the movie, we saw mouse.

This is not the first time seeing a mouse at this theater.

While the management was kind and refunded us, I am concerned about this. The manager stated that they know of the issue and am trying to stop it but with the weather being cold, the rodents are looking for a warmer place.

Whole that may make since, my daughter saw the first rodent in warmer weather.

Also the theater is always dirty. Actually when we saw the mouse, my husband looked under the seat and there was tons of food underneath.

This theater needs help.

On the 12th of December we went to see Strange World with knowing that it would contain things that do not along with our Christian believes.

Just right after a few minutes of the movie started, we got out and went to the counter to ask for a refund. We asked for the manager to come out to help us get the refund, and he came out with a bad attitude towards us and told us that without the physical tickets he would not give us a refund.

I am a member and showed him the ticket on the app and still refused.
I do not think that we deserved that kind of treatment from anyone at Cinemark at any location.
We usually go to the Cinemark at Alliance Town Center, and we never had any issues like this.
I need your help to refund the tickets and deal with the bad treatment that we received.
I would like to be called at [protected] and would like that manager to official and in person apologize to us.

If this is not resolved to our satisfaction, you will lose my entire family as a customer.

Thank you for your help and God Bless you.

On this past weekend, during the Thanksgiving holiday, we purchased tickets to watch Black Panther 2 - Wakanda Forever. After purchasing the tickets we went to the Cinemark 14 in Cedar Hill; however, we were told that we had purchased tickets for your Lancaster TX location. Allthough the theaters are only 15 mins apart - this was problematic because the weather was bad on that evening. The manager stated that this was an often occurrence and that he has tried to have the issue rectified on Cinemark's webpage. He told us he had no extra seats available for that showing...

Please make some distinction between the two theaters so that this does not continue to happen. Maybe some confirmation of the theater's location can be put in place since both theaters have 14 auditoriums and are associated with Pleasant Run which runs from Lancaster TX to Cedar Hill TX.

Just wanted to let you know what a miserable experience it was when we got to cinemark in Towson, md 20 mins before the movie started. We were treated like complete crap, ignored and basically told we couldn’t even order a drink of soda or popcorn until the movie started. Don’t wry we won’t ever be back! You can shove your character limit also!

On September 9th, 7:50 for the “Barbarian” movie at Cinemark Tinseltown Jacinto city. There was a group of TEENS in this rated R movie that did not stop talking, giggling, and ruin almost every suspenseful moment. I complained to a worker but they said there were “no ushers” and that they would “find someone to come figure out the situation” to which they NEVER did.

Very disappointed in the customer service with this company. I am a movie club member and I bought my tickets on line for a group of seven. We went to see the movie and they were closed. There was a note on the door saying they were closed due to an electrical issues. I never received a message that they were closed in my email. I am part of another companies reward program and the must have had the same issue because I did receive a message from them saying they were closed.

I wasted gas and time coming to a theater that was closed. The manager said my tickets would automatically be refunded. I waited until almost a week for the refund to show up but it never came. I drove back to the theater and they said there was nothing they could do I had to call customer service.

I called customer service four times before I finally reached someone. While you are on hold they say someone will be with you in six minutes. Every time I call I wait at least 20 to 30 minutes on hold to finally speak to someone. When I finally reached someone they said they would refund all my tickets. That was on the 30th. I waited until the 7th to call again because I was only refunded for three of the seven tickets purchased through the movie club app. Once again after several attempts to reach them I finally spoke to someone. The lady said she would take care of it and asked if I wanted someone to call me or email. I requested a call. But she could not resolve my issue she. I never received a phone call. I called again on the 13th because I did not receive a call but. I let customer service know all the trouble I have had getting my money back. Never did anyone ever apologize about what all I went through just to get my money back he just said he would add points to my rewards. I have not received a call back from anyone like I requested.nor have any points been added to my account. If I had bounced a check they would come back on me with fees but they mess up and I get nothing not even an apology.

I am very very disappointed in their customer service team!

I'll admit, it's been a while since I've been to the movies. Recently lost my husband, trying to get back to living. I called my best friend to have a "girls' day out' by seeing a movie, lunch and shopping. We went to see Downton Abbey movies at Ashland Cinemax. The previews of the upcoming movies showed "Bros" which I found appalling, had I brought my granddaughter to the movies. There was no way that the trailer for the movie should have been shown as appropriate for all audiences. As much as I enjoyed Downton, and I went the next week to see Jurassic World. I will probably rent the movie at my home rather than go to the theater.

This occurred today on 6/30/2022 on the Harlingen Tx. Cinemark 16 and XD between 3:00PM and 4:45PM.

I went with my little sister to go watch the new Minions movie, I bought a large tub of Popcorn and two Large Sodas, waited for the movie to start 15 mins later. After the first 10-20 mins of the movie we ate about less than half of my popcorn tub and noticed that it was mostly crumpled up bits of popcorn past that. I didn't think much of this because on previous visits before covid the theater allowed one free refill per tub.

We continued trying to eat our popcorn even though it was all crumbs until eventually my sister had enough because it was annoying to eat it, so I took the remainder of the bucket which was still about 1/3 to 1/4 of the way filled with the crumpled up popcorn. I went to the front of the Lobby to ask if they still did refills and this old lady walks up from behind the counter, I didn't catch her name but she had a different greyish shirt uniform (With black stripes I think) compared to the other workers who all had black shirt uniforms, without giving me a chance to say anything she simply says they no longer did refills, I said okay but all of my popcorn was crumpled up and showed her the tub with all the crumbs of popcorn in it. She then rudely gives me a look and sarcastically said, "Well then, you shouldn't of had arrived late to the movie then huh?" she said this very rudely in an attempt to blow me off, so I simply said okay and left back to the theater with my tub of crumbs. I was never rude, mean, or pushy with this person I was very respectful even after she did this, so getting told off like felt very uncalled for, she could've just said that there's nothing she could've done about this and I would've been okay with that, but instead she chose to mock me and be disrespectful, I wasn't even late to the movie, I arrived, took my sister to the theater room first because she was excited, I then went back and waited in line to get my Large tub of Popcorn (half of it being crumbs) and two sodas, came back to the theater and still watched 15 mins of commercials before my movie even started. Being disrespected this badly after paying $20.68 for a tub of popcorn that was basically all crumbs is the most negative experience I've ever had from this movie theater. I've blacked out some of the info on the receipt due to the website saying to block out personal info of me and others.

I had a gift card that was used out of my account ( not by me) and they wouldn’t give me any information of how it was used nor stopped returning my emails. I have numerous emails to show no response. All I wanted was to see how someone could of used a gift card on my account and customer service would not assist nor return emails. I emailed online about my information being used at Manchester, CT location while at work.

I trust Mark Z or Melissa T will see this major customer service complaint. I have been a member for years, recently purchased tickets in October in my account but was charged 3.50 for two tickets, the manage at my local Cinemark refunded it, but now I am trying to purchase again and have been online with an agent who never could resolve the issue.

He ask that I update, my account which of course was updated months ago, I have seen 4 moves since August 1st, but no one could tell me ever why I was not getting my discount of 1.75 off each ticket, checking my update today all is current in payment method and has been since when you reopened.

I am so pissed off that my husband and I have decided it this is not resolved to take the 1200 shares and close and buy Amazon, at least I can trust they have a competent team of members that can think or see outside of an error box...

Please contact me ASAP. I rarely if ever do viral but this is not rocket science if you need info from your "many clients" please respond with intelligence and demenor, not the Duhh I only have this information when I I am looking at current updated, but your staff or system does not recognize.

Response exptectation date: November 9th, the latest.

Taylor,
Boynton, Baltazar
with Bryan Investments