Regal Cinemas
Reviews and Complaints

I went to see All Eye On Me on July 8 2017 at the regal theater in hyattsville Maryland . So for a busy Saturday night they only had one associate at the cash register. About 20 people waiting and it took us 15 Min to reached the register. Mind you the preview for our movie had already started. Then we wanted to order some food and here again the line was ridiculous. 2 registers open no one in the kitchen/back to get the hot food so the cashiers had to constantly go back and forth to get the orders. We waited more than 15 min to again just reach the register and it took another 15 for the food the be ready. Really? Why schedule 3 people on a Saturday night? It's a movie. We missed 30 min of our movie. And when we complained to the manager his answer was. Sorry for the inconvenience. No dont be sorry, do a better job at scheduling your staff. Stop overworking them and give your clientele a better, faster service. This is not social services office, no body is begging for money or getting free movies. There is no reason to wait so long and pay so much for such bad service. I am so disappointed. Sure not coming back.

https://www.yelp.com/biz/edwards-long-beach-26-and-imax-lakewood-2?osq=Regal+Cinemas

I posted the following complaint on Yelp (link above). I also filled out a customer survey and complained there:
"I'm still steamed about attending a movie last night (6/24/17) with my wife, and being overtly solicited for donations to a charity in partnership with Regal Cinemas, in between the coming attractions and the feature movie! After the 'coming attraction' previews were over, the lights came back on, and two, young theater attendants appeared at the front of the auditorium and explained that they were looking for donations, completely optional, for a charity, and further explained what the charity was and how worthy it was. Then they passed around open popcorn buckets for the captive audience to drop spare cash into!

What the heck? It's one thing being approached in public spaces, like sidewalks in front of stores, inside malls or inside airports, but now, while we're sitting captive, waiting to see a movie? NO WAY! Absolutely NOT! I was stunned by the brazenness of it. What made them think this was OK? After the movie, my wife agreed with me that we should say something to the theater managers on the premises. We did, openly in the front lobby. The two managers were surprised and visibly taken aback at our reaction, and apologized for any offense taken by us and said they would pass along our opinion to upper management, but they still defended what was done. They welcomed us to complain to the company further online, which I did in their customer satisfaction survey.

This is an unacceptable practice for a movie theater. If we are at home, we can elect to mute the message, change channels or turn off the TV. We don't go out to the movies to be preached to, or solicited for donations, regardless of the merits of the charity! And to pass buckets, like they do at places of worship on Sunday? Outrageous. Unconscionable. We are Regal Rewards members. We go often, though not to this particular location. If this happens again, we will object openly in the auditorium, walk out of the movie, complain to on-site managers again, ask for a full refund, and likely stop going to Regal Theaters!

I strongly encourage everyone out there who reads this to do the same. It's enough that we have to tolerate twenty minutes of commercials along with 20 minutes of trailers. Speak up! There is no reason we should now accept being solicited to in a theater."

So I wanted to see the Mummy despite its bad reviews and see for myself but I did not wish to pay for a 3D showing as I find it both economically unsatisfactory and more importantly it gives me headache. Come to find the Holiday 8 cinema in Stockton that I attend Is ONLY showing the 3D movie which I can understand for an opening weekend but come to find out that that version is the only one which will play. Now there is another theatre in town further from me which will play both but beside the extra travel it has no parking, is in a bad neighborhood, and has ASSIGNED seating. So I don't need to see the Mummy that bad. But now on top of that I have had the same issue with Cars 3 which my son wanted to see and I said we would but it was offered only in three D at my theatre and the downtown offered us seats in a less than comfortable section and as seating is assigned ( there were other openings that at a normal theatre people would make accommodation s for) so I refused and promised my son we would see it but in Lodi at the other theatre. Now I know some of this may seem petty but seriously if a movie house can only show one version of a movie it should be the standard version. That is why it's called STANDARD. Bribe me with free tickets or popcorn if you want but really the only way I'm going back to a regal is if you stop this practice. Please respond.

I received a gift card in December of 2016, and have not been able to use it. I have called several times, and never hear back. Please give me the email address of someone who has some authority to solve this problem. Please provide documentation that this card has been used and is no longer valid or reissue the card so it can be used, or refund the person that purchased the card. This issue has gone on for over six month, and is not about the $50.00 card, but far more about the principal of customer service that has disappeared from corporate America over the last 20 yeas.

Chris McDonald
[protected]@gci.net

I took the family to Wonder Woman at Regal's Crossroads 20 in Cary NC 6/10/2017 at 5:15 in Auditorium 17. All that was left for reservation was Row A. Now I know why! It was way too close to the screen! Being barely 15 feet from a huge screen is ridiculous. We were so close the picture was distorted (hands and thighs were too large). It was hard to follow the action because you couldn't really view the screen as a whole. And the sound seemed off as well, fuzzy. I came away with a stiff neck, a headache and an eyeache on what should have been the most comfortable theater seats I've ever experienced and were so exited to experience (and would have been amazing if only they weren't located so poorly). I think it was cruel, honestly, if my mom hadn't driven an hour to come see it with us I would have bailed.

We went to the Sawgrass Regal Cinemas Sunday, 6/11/17, and given tickets to view a movie in Auditorium 2. I am appalled that people are sent into that theater. I could not find a clean seat/armrest and left the theater. I can understand a few messy seats but this was unbelievable. Between tickets, beverages and food items you pay a pretty penny to see a movie. I refuse to ever see another movie here again. Someone needs to do something and I cannot believe management would be okay with this and not get seats cleaned. Sawgrass is a giant tourist spot and with all of the theaters switching to recliners and great service I cannot believe I walked into one that smelled so awful, sticky floors and nasty seats and arm rests. See attached photos.

On Sunday June 11 me and my family came to watch a movie. My husband had a drink from Jamba Juice and the they didn't allow him to go inside, Sana sultán, who was in charge didn't allow him to go inside. Which is fine if she applied the same rules to everyone else. So while my husband was waiting and finishing his drink, other people with the same drinks were allowed to go inside while my husband had to be outside to finish his drink. This is discrimination to us because we are of Hispanic background and the people that she was allowing in with drinks were not. This is wrong and I hope this is taken care of beaches if this happens again we will take further actions. Everyone needs to be treated the same. If one rule applies it should apply to everyone not only to certai people or certain background. Sana Sultran discriminated my husband and she had no customer service still what so ever. This was at Costa Mesa, ca metro point location.

I bought 4 movie passes for a gift. When my friends got to the movies Regal Cinemas in Spokane charged an extra $1.50 per person because they said they had new seats. I made me and Costco look bad. The movie passes Costco is selling aren't really passes. They are only partial passes. I'm sure you didn't know Regal was doing that or you wouldn't be selling their passes.
I love Costco and hate to see you being mislead about something you are selling.
Thank you,
Patrick Murphy
Liberty Lake, WA

I went to regal cinemas last night at Opry Mills in Nashville TN. I bought myself and 2 friends tickets a large popcorn, a small drink for my lady and 3 packages of candy. This was all fine spending over 60$ on my experience until I asked for a large cup of water.
Please understand that I take chemo therapy for cancer, which I explained to the manager and I have to drink a certain amount of water every hour for my meds. The employee behind the counter was very understanding but the manager was extremely rude and told me I need to either go to the water fountain or fill up the 6oz cup multiple times to have the water I need. I don't get a chance to spend money and have this experience to see a movie in the theaters often.. so when I go I really want to see and experience the movie! I offered to pay the cost of the cup and she told me that it was almost 9$. For water. I was very polite and apologized that I am being difficult and not trying to be cheap but she refused to listen or bend. The kid behind the counter gave me a cup and said I don't care if they fire me, my family has dealt with cancer and I understand. I thanked him so much and I saw the manager walking to him angrily when I was walking into the movie and felt terrible.
I'm not trying to make a stink.. but this situation is rediculous. I am very disappointed in Regal Cinemas and this managers lack of respect or consideration. I really hope that young man doesn't get fires and I truely hope the cost of a cup is not more important than helping your patrons. I'm sick. I didn't chose to be. You help accommodate others with disabilities.. why not me or others in my shoes? I even asked if I can bring in my own water jug empty and fill it at the fountain and was told no. Seems like there is no concern for people with special needs and that it's all about money... which with your prices I'm sure you make plenty of.
In the end I really hope that kind boy didn't get fired and that you all learn from this and adapt your policy. When I pay money I want to watch the whole movie.. not take 10 minutes out of every hour to drink the half liter of water I need to so my body can process my leukemia medication. It's not fair at all. I hope I make a difference. Thanks for listening. If I don't I'll just rent movies and spread the word about this. I'm sorry but I'm livid. I hope to even get a response from you.

-John Sullivan
[protected]
[protected]@gmail.com

John Sullivan

I am writing with the lot of frustration and disappointment regarding one of the worst experience which has happened with me at "Regal Downingtown Stadium 16 & IMAX" when I went to buy a Ticket for the movie "Baahubali 2: The Conclusion".

To start off with I have lot of Faith and Trust in Regal and the for that reason I called the Theatre "Regal Downingtown Stadium 16 & IMAX" to make sure if I can use the Costco Regal Ticket Vouchers to exchange it for the Movie "Baahubali 2: The Conclusion" and once I got a confirmation I headed straight to COSTCO which was 30 miles away from home and purchased the Tickets and drove to The "Regal Downingtown Stadium 16 & IMAX".

Upon to my Surprise they said "We cannot Exchange your Vouchers for "Baahubali 2: The Conclusion" since they are not Eligible" I was like Are you kidding me - I was so devastated and frustrated when The Associate told me that I cannot exchange them, so I asked her to Call the Manager.
Guess what, she has only one Answer - we cannot Exchange and there is nothing we can do about it and Staff was reluctant to speak to me on this.
With heartbroken and so much Frustration I came back to home with lot of disappointment. I ended up Buying the Ticket where I paid 40*2(two tickets) +4(online charge) =84 and the reasons which made me buy ticket is 1. I still have faith in Regal that when i fight for justice I will win 2. I need to show the world that no one can cheat (regal) you.

Horrible experience from start to finish 1st you guys dont close your doors after movie starts and hr into it moving people around to correct seats because people arent in their correct seats which is stupid, then we ask for a refund, and you guys say ok but then You guys take almost two months and still waiting u guys ### suk seriously how long does it take for a freaking refund and ya customer service # sucks as well big time 25min wait time and then sent to a voicemail ### you guys seriously 😒

There's no reason 1 popcorn and 2 drinks should cost 24 dollars. People should boycott you and put you out of business. You should develop some integrity and charge a fair price. I work for a manufacturing company that employs 13, 000 people in the town of joplin, missouri... Which only has a population of 50, 000 and we have a do not patronize board which I will submit regal cinema 14. You do not deserve to be in business here and I hope this has an effect you feel. You should be ashamed.

Theatre was so hot and the while the leather seats look nice they no not recline and only sit up straight. My husband and I will never waste our money again! His legs went numb and my neck and back was killing me trying to stay comfortable. Also concessions should not take 30+ minutes in line. It's always this way! Get more people to work concessions!

My daughter got sick in the car on her way to movie theater at Palladiam in High Point, NC on Friday, January 28, 2017. She was unable to go because she got sick and threw up all over the car. Bout time we got home and cleaned the car and she got cleaned up...it was really late. We called the customer service number on the card and they said we had to call the theater which we did afterwards. Friday...busy day...no answer...left message to call. No one called. Went to Palladiam and manager said we could not get credit for two tickets because we had to have came that same day. My daughter was sick and was unable to get there she is 13 and was running a fever. This is so unfortunate because she got the giftcard for Christmas by the Salvation Army that helped us for Christmas. Please help us get a credit.

I feel as though I am getting harassed at my job they continue to write me up for little things and they don't care about keeping ppl so they just write you up for anything, and that's not write I was given a five hour shift and I called out because of the fact I was in a therapy session and I knew it was gonna over flow and I called to make sure they knew I probably wouldn't be able to come in after 6 because I didn't have service on my phone before 6 so I just got service and I been calling them all day to let them know .and I was written up by a manager who I feel as though he doesn't like me nor does he care about what happenes to me I love this job I like working here I will like to beat this case and keep my job

On Dec. 23rd, 2015, we went to see Star Wars-The Force Awakens, at their Kahului, Maui theatre. We bought our tickets on line and were told to get their 1/2 hr. early. When we arrived the only seats available were torn seats exposing the foam. It was disgusting! This was Christmas time and we pd. a premium for tickets. Then we were subjected to 1/2 hr. of pd. commercials that we sat through cringing the entire time while we waited for the movie. They seemed to never end.We've lived on Maui for 37yrs. I've never seen this Cinema look so worn and decrepit. It needs a total face lift. Is this the best Regal can do for the #1 rated island in the World? People come from all over and at Christmas time to watch an anticipated movie this is deplorable. Corporate greed at it's finest.

22 Dec 15, 1350 showing of Star Wars: The Force Awakens. We reserved online tickets with selection of seating. When we showed, management asked us to move due to handicap seating. Of course there was a gentleman there with his family that rated the seats, totally understand it. However, there needs to be filter on the online app that doesn't allow us to select that location. Had we known we would of selected differently. The only other seats available was front row all the way to the right. Very uncomfortable and not happy with the lack of other options. Management offered a later showing however my friend and I selected this time and took time off from work. The web app is bad, bottom line. Management did comp us two tickets but it was still a poor time had by both of us due to the discomfort.

Here is my experience at Regal Cinema theaters here in San Diego CA. Religiously, I take my ADA mother, who is 86, to the movies every Saturday morning - rain or shine. We love going to the theater in Rancho San Diego, mainly because of Barbara, their one and only employee who has actual customer service skills. We always attend the first showing of the day. We stopped going there because there was never any toilet paper in the restroom stalls in the ladies restroom. We repeatedly brought this to a male manager's attention and he refused to do anything about it. Who can use the restroom without toilet paper? I don't actually remember this manager's name but it may have been Juan or Jose. In January 2014, they had an auction, selling movie posters and other memorabilia, to raised money for a good cause. I bought a sesame street themed one and informed them that I would pick it up in four weeks. The night that I confirmed the pick up of the item, I actually rented a uhaul truck to carry it because of its size and it had been raining. This same manager refused to allow me to take it! He said the instructions and notes confirmed that I was correct, but he personally believe that it was too soon to let it go. I had planned a large party of 200, to be held the next day, around this movie cardboard poster. Fortunately, the two gentlemen that I hired to get the item and place it in the truck followed my instruction and took it anyway Lastly, all the managers treat the staff with disrespect and will not talk to them - extremely arrogant! As I indicated earlier, we always attend the first showing - yet the theater is always filthy from the night before. The floors are sticky and popcorn debris is always all over the floor. My mother is ADA and they refuse to have a customer service window for ADA people who are unable to wait in line. There is usually one employee selling the tickets while two to three managers stand around being rude to the customers.

Well, 9-2-14 Tuesday, I'm a regular there, there was a young lady working the front sales counter, I was thrill to see that I won a bag of free popcorn.So I went to show the young lady what I won, and to my surprise.The young lady, paid me no concern at all, she was so cold and heartless to me as a customer, I explain to her what I won and then she just snatch the ticket out of my hands and went get my winning.I told her not to treat me that way and she just ignored me as customer rudely.I then talked to the mgr.there she looked at me with a smirk om her face grinning as tho it was funny, and said that she was not going to fire her, but look into later, I was totally shock with both of them, the way they handled and treated me as a customer, with no value at all, I felt discrimination.and that my civil rights were vioted.Please respond back to me, about this situation, Thank You My name is Anthony Corprew. My E-mail is [protected]@yahoo.com.