Regal Cinemas
reviews and complaints

Today I went to a 10 am showing of Yesterday at Regal Royal Palm Beach. The projector broke during the previews, which we had to watch twice. It ended up breaking 3 times during the first half hour of the movie, and they kept replaying the same 10 minutes with no audio and distorted color. There was also no air conditioning in the theater. Disgraceful.

I attended the 530 showing of Toy Story 4 on Sunday at the Regal Oxford Valley in Langhorne, Pennsylvania. There was an infant who would cry every so often and a 2 to 3 year old would talk to the screen throughout. Why must I leave the theater to find security when not a single time, as my son and I sat by the entrance, did anyone come in to check. Your security, each time I saw him, was leaning on the wall. What exactly does he do? Why must I miss the movie just to find a person to tell people that they should bring an infant or small child into a theater?
Ed O'Leary
[protected]

I went over around 10:50 to get tickets and was told that the box office does not open until 30 minutes before the show so to come back at 11:30. I came home and got everyone and went back, got there around 11:20. The doors did not open until 11:45. I purchased my tickets (4) and was told that they had chosen my ASSIGNED SEATING and if I wanted to change them I could choose from the chart, the chart did not have 4 seats together, so duh, I had to take what they choose. Once in, we waited 20 minutes in line for refreshments (which I expected longer but thought I would have small children in seats before lights were out in the theater) my granddaughter wanted water in her snack box rather than a soda, I was told that I would need to get the water from the fountain because they could not fill the cup behind the counter. Once in the theater our seats had already been taken. There were only 5 seats in the row and I needed 4 of them, 3 were taken. So, the gentlemen moved his children and himself. We sat down. After previews and the movie began, the lights in the theater came on and an employee came in with someone looking for there seats. Turned out the gentlemen with the 2 boys who moved from our seats had there seats now, they were in the wrong theater and were removed. So now we are hopefully ready to watch Toy Story 4. I SPENT $69.35 FOR THIS! Maybe I'm old, but if you are going to do assign seating, have an usher at the door to ck your tickets and seat you. Open your doors in time to get your small children inside and seated with there refreshments before you turn out the lights. I'll be rethinking movies this summer and I definitely will not go back to VCC Regal Theater.

On June 22nd of 2019 I purchased 4 tickets H7-H10 in row 14 at 11:09 for the Avengers Endgame. Location 2828 Cinema Ridge San Antonio, TX 78238 (Regal Cinemas 18 RPX)
I have heard wonderful things about your theaters but when the opportunity presented itself I had a horrible experience. There was an African American woman who refused to remove herself from H7 and instead of me arguing back and forth with her I went to the African American manager that was on duty that day to resolve the issue. Instead of him making her move he gave me a free ticket. I wanted my 32.90 back since our movie experience was terrible. Why am I paying for seating if people just sit wherever they want and why is he a manager if he can't handle conflict. I will be contacting someone his boss because this is absolutely ridiculous. I truly hope that the rest of Regal Cinemas is not this way.

On Saturday my wife and I went to the Regal Cinemas in Turlock Calif. In California there is a law Title 1.4a Gift Certificates [1749.45-1749.6] 1749.5 (2) any gift certificate with a cash value of less than ten dollars is redeemable in cash for its cash value. I use a gift card and had less than $10 on it and ask to cash out the card and the manager put me in a embarrassing situation when she wouldn't do it. I explained to her that this is a California law and she still wouldn't do anything. Please train and inform your manager of this law so it won't happen again.
Thanks
Chris

My name is Merci Rice Lewis and I have been a customer of Regal Cinemas since 1997. Regal Crown Club #[protected]
I have an estimated total of 9706 credits that I cannot access because the website will not allow me to do so. There are comments on your website from other customers having the same issue. AMC Theaters have an easy process that provides customers the option to use credits during the time of purchase at all their theater locations. Customers do not have to go online to use credits/points towards purchases. Regal Cinema is not treating customers fairly with regard to the process of receiving points but unable to access the points. Please change your process to a user friendly program where paying customers can redeem their points.

Thank you,
Merci Rice Lewis
8222 Golf Ridge Drive
Charlotte, NC 28277
[protected] cell phone
[protected] home phone
[protected]@carolina.rr.com

I was at the theater in Fairfield CA last week to watch Aladdin. I was in the lobby near the back concession counter when a young man, who I have seen at the theater on several occasions walked up to a customer and asked if everything was ok. She spoke to him for a few min. My daughter had just gone to the restroom to wash her hands. Before my daughter had returned (so less than 2 min) a manager approached and asked the young man if he were on break, she said this loudly enough so that I could hear (I could not hear his conversation with the other customer) he said that he was not. She replied that he better go now. He said goodbye to the customer and left. About a min or so later my daughter came out of the bathroom and we left. As we were exiting the same manager woman was standing outside the front concession booth glaring at another young man, who has been employed there for a long while, with her arms crossed - he looked nervous. I looked at her and she gave me, what I would consider, a threatening look. As we reached the mall I seen the original young man who was told to go on break and made a comment to him about where he was getting lunch. He said he would not be getting lunch because he was sent home for talking to his mother. I could not believe it. I was there thru the entire transaction and he was not talking to his "mother" for more than a few min, and I do not think at the time she knew it was his mother, in addition I think that it is good company policy for employees to engage with customers. Yes, it is a fine line, when working with young people but the attitude of the woman who sent him home was ridiculous.
I later inquired as to who the woman is and I was told her name is Cat the deputy general manager. I would simply call her a bully.
In short I would like to add that the young man who was sent home has worked there for, what seems like, several years. I have always found him to be extremely efficient and friendly with customers, the "deputy" on the other hand is someone who is making me question if I even want to visit Regal anymore, especially when both Cinemark and Brendon are nearby and are quickly surpassing Regal in every aspect.
Thank you
A former Regal Customer

We frequent the Edwards Mira Mesa location at least 1 to 2 times a month. We've noticed a couple of changes they've made for the worse, they took out the retractable barriers where the line formed which is now increased the wait time and dysfunction it seems to cause patrons, today the manager came by after noticing the long line & told everyone to make three lines - that really messed things up, then we noticed we have to choose seats, for normal shows at ticket window, this is ridiculous as it causes such a delay with people choosing, then re-choosing, asking questions, etc. it's a great option for those opening weekend big movies or when ordering online but it's causing such longer check in and frustration. Please go back to how it was.

Thank you
Debra Toth
San Diego, CA

Absolutely HORRIBLE idea. TOOK WAY TOO LONG TO GET THROUGH THE FRONT OF THE LINE. When I got to my theater, everyone was clustered and 80% was empty. This stupid check in makes you believe the room will be packed and take the first front seats possible. STOP THIS PLEASE, EVERYONE WAS SOO ANGRY IN LINE. EVERYTHING WAS so slow, even at the concession area.

I went to a movie for the second time in Potomac yard, Alexandria Virginia and I will never go back to that theatre. And maybe no other regal depending on the response to this complaint. The first time I went last month, the theatre was filthy. Drink cups left in holders, trash and popcorn and leftover food in the seats and on the floor. Trash overflowing. I thought it maybe a bad day except I went on Saturday and same thing. Literally let us in after the last crowd exited and no one came to clean. 10 minutes before the movie began I went to complain and ask if someone planned to clean the theatre before the movie. Someone came back with me and asked people to pass trash to the end of the isle. Then only went to isles. And then left. Left a completely filthy theatre. Trash overflowing. And in addition, the air wasn't on in the theatre, so it was 85 degrees and smelly and full of trash. Does regal have a policy not to clean the theatres between viewing? My two experiences suggest that there is no standard cleaning between movies. Which is disgusting and unsanitary. And the air worked because when you went near the door it was cold, but walk into the theatre and it was sweltering. Paying almost $40 for a 3D movie that was in a filthy and stifling theatre is sub standard and all my money should be refunded. That was the worst experience. You should be ashamed and everyone working there should be disciplined and retained. Do you care about your brand? And in case you doubt the veracity of my statement, I have pictures of both times I visited your establishment. I'll be posting those pictures and this review on yelp as well so everyone will know what to expect when going to your theatre and won't be blindsided like I was.

Dear regal,
I recently have had to renew my license and have a waiting period of 30 days before my new license comes. I am trying to celebrate mine and my girls two year by seeing a movie and getting drinks. I am denied to be able to drink because I have a paper Id. There is nothing posted about no use of paper Identification. We go to the movies often but will be reconsidering where we take our business from here on out. Regal could at least have the courtesy of posting about not being able to accept paper identification. Thanks for your time. If you would like to get back to me my email is [protected]@gmail.com
And my cell is [protected]
Thanks, Benjamin

I pre-ordered tickets for the IMAX showing of Avengers: Endgame to be watched on 04/26 at 7:00PM. At 6:30PM I was told there was a blown fuse on the IMAX camera and wouldn't be able to watch a movie I initially had issues purchasing in the first place. I know we can't control the mishaps that could happen during these times but the Regal Simpsonville Stadium 14 & IMAX location and its staff have handled this situation poorly. There is only one associate working guest services and tons of angry customers who won't be able to watch the movie as well. There is no way we will be able to watch this anytime soon due to sold out tickets elsewhere so something has to be done about this other than giving us a refund or replacement tickets for 3D when that's not what we purchased in the first place. I am very upset with this situation as it was something I was looking forward to. Please figure this out

The new procedure of reserved seating in the Regal theaters is creating a lot of complaints by your patrons. I don't know what the intent of starting this procedure was, but it is VERY inconvenient.

1) It slows down ticket sale process thus creating large lines at the ticket booth. In inclement weather this is very uncomfortable.

2) When several people are attending the theaters as a group but do not arrive at ticket booth at same time, it is most difficult to obtain seating together.

As a long time patron of your theaters, I strongly urge you to discontinue the reserved seating process. I have personally heard numerous negative remarks from other patrons regarding this process as well. It's not good business to have so many unhappy customers.

Lori Draudson
email: [protected]@comcast.net

Hello

My name is Amber I have been a regal cardholder for quite some time and have always had great customer service at multiple locations in southwest Virginia northern Virginia and tidewater Virginia. However this was my first time attending this location and experienced poor customer service from a movie attendant taking tickets at the front door. When taking my ticket stub, the staff member Jack did not direct me where to go but directed the male customer that went in front of me where to go. When asked him which direction to go to acccess the correct auditorium he directed me towards the wrong direction. When asking him "excuse me" to inquire about the direction I was going in, he simply would not answer me until I began to walk closer (could be possible he was hard of hearing?) (I also observes him on his phone) however, I explained to him that he had directed me in the wrong direction and asked him the correct direction. He quickly became unprofessional with an attitude and expressed that he had pointed me in the correct direction the first time. If Mr. Jack had pointed me in the right direction the first time then there would not be a need for our second interaction. This kind of customer service with my first time visiting this location would result in me not returning back. I believe Jack also needs a change in employer if he is not good in customer service or does not enjoy his job. Date 3/24/19 Time: 1:00pm

-Amber

I was looking forward to seeing Captain Marvel. I didn't want to see it when it opened because of the crowds, people occasionally getting on their phones and just the annoying comments they make through out the movie. So I waited, I went to the late showing yesterday 9:50pm. Hopeing I wouldn't be distracted. Sigh! No such luck. I looked at the seating chart before arriving at the movie theatre at New Roc city and found the theatre empty. So I went paid for the RPX showing and sat. Minutes later a family comes in with kids. Talking all through the movie, someone in the family makes a phone call. so frustrating!

Regal is so stupid on changing the policy of only receiving 2 tickets for free each week . It was ok having 2 tickets every day . It was even better having 4 tickets every day to every one in the staff. But that recent decision will totally affect the company. In the theater I've worked many are trying to quit within the following months. So I hope you will consider this and change it very soon or otherwise regals employees will quit. That was the only benefit we receive! We don't get nothing good . Plus the bad min pay !

I went to this theater early on 11/2 to purchase tickets for an 8 show.we were already in our seats had bought our concessions and found out that our tickets were printed for a 5 show. the manager said they could give us a refund or swap for another show It was a big inconvenience for us. I felt like the customer service should have been better. I would have expected them to give us free tickets and be more apologetic or something. I intentionally went up early because I knew the movie would be sold out later. My kids were in from out of town and we were unable to go to a different show. I also requested a refund for my concessions which they honored. However they need us give it back. I know people make mistakes whoever printed the ticket. However like I said I just feel the customer service should have been better. My information is below if you would like to contact me with any other questions.

Dawn smethurst
15 Hazelwood Drive
Newark Delaware 19702
[protected]@comcast.net
[protected]

On October 6. My husband and I attended the movie night school. We originally wanted to see the 9:55 p.m. showing but there were no seats available together . Upon looking at the seats that were available we bought some of the last seats togetherfor the 1025p. During the movie The seat that I was sitting in was unsafe. It was not properly bolted or secure to the floor. It rocked forward and it moved backwards and made a very loud noise disturbing the theater environment. My husband took the seat for the remaining part of the movie. We knew that there were no seats left together and that there was nothing that the movie theater was going to be able to do that would provide a favorable solution for us so when the movie was over we advised the manager about the seat and the manager said that the seat is unsecure. We asked him if there was anything that could be done about our Movie experience and he said that there was nothing that could be done. We asked him who we could contact to file a complaint and he gave us the number 1 800 call r e g. Immediately I called that number and it was incorrect. I returned to look for the manager and he admit it by apologizing that he gave us the wrong number. I said to him that I was not sure if what he did was intentional but that I was going to get to the bottom of this. I do feel that this was despair treatment due to our race. I spoke to him about our concerns in a respectful way and in a respectful tone. I was at buys from an employee to file that complaint with the manager when we left out of the movies. We were then penalized because we waited until the end of the movie to file the complaint with there was nothing that could have provided a favorable solution. He refused to give us his name and I later found out that his name was Jim from another employee and he purposely gave me the wrong number to file a complaint.

My daughter was invited to a pre-showing that started at 7 pm. We arrived at the theater at 5:30. We were forced to wait in a line outside the theater in direct sunlight, in New Mexico. It was 96 degrees. Even though the theater was open, and empty, they refused to move the line indoors. It is a Tuesday night; it's not as if there were a ton of other patrons. Basically it was just the people for the pre- showing. What is the reasoning for this? I don't mind waiting in line. That's why I got there early. I DO mind however, getting sunburned and dehydrated just because some ignorant manager doesn't want to let us in. Thanks for making what should have been a fun night miserable. You suck, Regal.