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1.2 173 Reviews

Regal Cinemas Complaints Summary

8 Resolved
163 Unresolved
Our verdict: If considering services from Regal Cinemas with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Regal Cinemas reviews & complaints 173

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8:14 pm EDT

Regal Cinemas lack of customer services and support

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.

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9:40 am EDT
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Regal Cinemas treated as less than a customer

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.

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5:08 pm EDT
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Regal Cinemas unproffesionalism and rudeness.

This Morning my husband, our 4yr old and I decided to go watch a movie as a family. When we got there (about 12pm), we noticed the movie didnt start until 1:45pm, which was completely fine because we were planning on wasting some time at the Arcade games area. As soon as my 4yr old was about to play we are approached by a employee saying we couldnt be here and we had to go. When i asked why he stated we needed tickets to be able to play at the arcade. Which i then said that, that was fine and assured the employee i would let my daughter finish the game and purchase my tickets. He rudely just stood there and said we had to go buy the tickets "RIGHT NOW". Shocked by the rudeness and disrespect that this employee showed, I immediately asked for the manager when i was directed to the window where i then spoke to "Lli Milavos" (he assured that was his name). As i began to explain the rudeness of his employee, he cut me off saying that there was nothing he can do. He rudely said that "you have to buy the tickets or get out. I told him I was buying the tickets then he cut me off again and said " Well if you are buying the tickets then buy them already and problem solved" and laughed. I considered this to be highly rude and disrespectful and asked immediately to speak to the supervisor or any other manager available. He then said that she wouldnt be available until 3 that i had to wait because their was no one else i could speak to so are you buying the tickets? If not we are going to have to ask you to leave"
That was it for my husband and I, we asked for the number of his immediate supervisor and her name and immediately left. First of all, It's OUR MONEY. My husband and I work hard for it and we decide where and WHEN we want to spend it. For your manager to expect me to do as he says with my money is ridiculous.Especially when we where still going to spend money in the arcade games. Second, We were obviously there to watch a movie as a FAMILY. Lastly the attitude the manager lil Milavos demonstrated was just an example of the lack of proffesionalism in costumer service. I expect some kind of action to be taken since we were rudely kicked out. I will be awaiting your response.

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2:45 pm EDT
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Regal Cinemas rude and unprofessional manager

Today my husband, daughter and i decided to watch guardians of the galaxy when we went we decided to play in the arcade games since the movie wouldnt start for another 30 minutes we were asked to leave because i hadnt bought my tickets yet. When i tried to explain and assured i was buying my tickets that my daughter just wanted to play A GAME. We were rudely asked to lave and when i asked to speak to the manager "Lil Milavos" he assured me that was his name. He proceded to rudely say that there was nothing he can do. I had to buy the tickets or get out. When i explained to him i was buying the tickets we were just going to play he said " well if you are going to buy the tickets buy them already and problem solved."and laughed. I considered this to be not only rude but disrespectful. I immediately asked to speak to his supervisor and was told to come back at 3. He said "well shes not here but if you want to speak to her you will have to wait till 3 when she gets here. Their is no one else you can speak to so are you bubuying the tickets? If not we are going to have to ask you to leave". That was it foreand my husband and me. First off all, its OUR MONEY. We work hard for it and we decide when and where we want to spend it. For your manager to expect me to do as he says with my money is ridiculous. Especially when were just about to spend more money in the arcade. 2nd we were obviously there to watch a family movie AS A FAMILY. And lastly, the attitude the manager Lil Milavos demonstrated was just example of the lack of proffesionalism in costumer service. I expect some kind of action to be taken since we were rudely kicked out. I will be awaiting your response.

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4:43 am EST

Regal Cinemas movie theater rip offs

Purchase two gift cards for Regal Cinema in Port Charlotte, Florida. Got in the car and noticed one card was missing.

Drove back to the theatre to with my ticket receipts to the theatre and reported that I lost one of the gift cards. This was on a Saturday. The people at the Theatre told me I had to call this number [protected] Customer Relations Dept. They were closed both Saturday and Sunday. I called Monday, Tuesday and Wednesday morning and left messages with no response or call back.

Finally on Wednesday afternoon, someone finally answered the phone, by now I had misplaced my ticket receipt. I have a bank credit card statement with the purchases clearly marked plus the second gift card receipt. They told me I needed the other receipt and that how were they to know that the other 25.00 wasn’t ;used for concessions, please we have the other giftcard. The excuse they gave was they needed the receipt for them to stop the card being used, almost 5 days had passed. Really? So I feel with the proof we have, the credit card statement showing the purchase and the other gift card and it’s receipt, in all fairness they should have believe what we were saying issued another gift card.

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The Ogre
Shrekville, US
Nov 25, 2012 9:57 am EST

The customer service was bad, but you did lose the card and receipt. I wouldnt expect them to be able to do much.

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10:12 pm EDT
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Regal Cinemas crappy movie selection

This is a terrible theater. I wanted to see a particular movie and go to the website to find out that the movie that I wanted to see which was the only decent movie this trash pile had on it's roster was replaced by a slew of worthless, seventh rate, trashy B movies that are all a waste of time to make let alone expect people to waste money to see this garbage. The ### that manages this place decides that they don't want any reputable business so they pull decent movies and scrape the slime off of the bottom of the barrel for selections. Boycott these pigs and send them out of business and tell them to take their damn trash movies with them. I will never go to this theater.

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*Brenda
Alot, US
Oct 02, 2011 5:15 am EDT

I love my soda and popcorn!You should see me, I'm HUGE!

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Thesnobbycat
Wilder, US
Sep 14, 2011 12:59 am EDT

What?!? They weren't playing the type of movies you like!?!?!?! HOW DARE THEM! You should get whatever you want, you really sound like you deserve it. Some people enjoy 'B' movies but you don't, so damn this theater and everyone who works there.

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8:58 pm EDT
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Regal Cinemas fee for 3-d movies

I took some kids to see 'The Smurfs'. The best time to go was at 2 p.m., which happened to be a 3-D showing of the film. After ordering the tickets ($8.50 for a matinee), I was told the total was $50! I asked why when the sign clearly says matinees are $8.50 and was told that there is a $4 fee for 3-D films! I've NEVER had to pay extra to see a 3-D movie anywhere else! I now refuse to go to Regal Cinemas, even for a non-3-D movie. Such price-hiking is outrageous! And if their intention is to cover the cost of 3-D glasses, why don't they have you put a deposit on them, then get that money back when you put them in the recycle bin they so clearly want you to use? Would they charge a fee if I brought my own glasses? Most likely, as I was told matter-of-factly that 3-D films are $4 more. Outrageous!

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IronGrudge89
Mountain Top, US
Aug 22, 2011 4:32 pm EDT
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Agree with CJones928... 3-D has ALWAYS been extra. Besides, $50 is nothing these days. Take those children for food somewhere besides Burger King and you'll easily be dropping a $50.

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Cjones928
Augusta, US
Aug 22, 2011 4:26 pm EDT

there is no way other theaters don't charge for the 3-D it's just not possible it has always had a surcharge.

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jbfirebird
nowhere, US
Aug 09, 2011 10:10 pm EDT

back in the day, gas was .75 a gallon. how dare these gas stations charge as much as they do! i never had to pay that much before!

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6:22 am EDT
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Regal Cinemas mistreatment

Me and a friend went to the movie theaters on Chapman and Brookhurst, Regal Cinemas 16 . We bought our tickets. We were waiting outside for a little while the movie started, and I went inside to use the restroom. There was a security at the time working and he screamed at me asking me for my tickets but in a very rude way. I then told him not to speak in that manner towards me. He then continued telling me "So?" I told him I had my tickets but I urgently needed to use the restroom and he didn't need to be treating people like that and that I was going to file a complain against him. So then I went to a manager to tell her about what had just happened. She sided with him, giving me attitude, so I asked for our money back and after she gave us our money back she told us never to come back. I never spoke to her in a bad manner so I didn't think it was right of them to treat us in that manner. I will never recommend Regal Cinemas to anyone I know because it wasn't the only time me or my kids were treated unfairly. Sincerely, Maria

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RACobb
Forest Grove, US
May 17, 2014 10:49 am EDT
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I, m seeing this also here at Regal in Hillsboro OR. Regal is now hiring thug security to police their theaters. I, m a Montessori school business owner and father of 4. The concession stand forgot to give me a straw for my drink and I searched for one out in the lobby till I gave up. At this point there was no way to ask for one with the concession crush and now the movie had started. I went to sit down and then asked my 19 yr old son to see if he could find one. He had been looking to get a job there in the past. He walked up to the ticket taker in the lobby and asked where he could find a straw. At this point the concession line had blocked him out side the security fence at the ticket takers station. A security thug/### asked my son for his ticket even after employee, s and including the security had seen him leave the #10 movie room. Since I had the tickets they had to find me. I told this over zealous security ### that this never would have happened if the concession had been doing their job. As far as I, m concerned they are and inept in their performance of duty and ruined our experience here. Security even lied and told me that my son came from outside the building to gain access.

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7:04 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Regal Cinemas - customer service

This letter is to complain about service I recently received from Regal Cinemas customer service representative named Michael Smith, further found out to be the General Manager. Couple of weeks ago, my-self and my wife went to see the movies hoping to have a good evening. We bought some popcorn and went in to watch the movie. However, after the show, my...

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10:43 pm EDT

Regal Cinemas rude service

The people working at the concession, namely one girl is what this report is about. I went to a movie abotu a week ago...and the girl at the food counter, took my order. The next day, I went back, and when I went to get a snack, she rudely said "Diet Coke No Ice" or whatever my order was...but it wasn't in a friendly way as to say...hey I remember you from yesterday it was more like...ugh you again and Heres your order...with a bad attitude...that was really annoying as I was on a date, and didnt want the person to know my personal business. About a week later, I went back to the theater...as I was waiting in line, the girl said...oh THAT girl will take your order. Lo and behold, it happened to be the same brunette B* who upon me walking up to her just basically yelled out my order to me again in a rude way ...she said "you still want a diet coke and small popcorn"...excuse me? she had no right sayign that to me...it made me look as if I went there all the time...and I had only dealt with her three times then...I didnt even want the popcorn but out of embarrassment just said yes...it was just awkward and so wrong...and her attitude is not that of...hey welcome back I remmber you it's more like...hey i want to just piss on you as you come to the concession stand evertytime...I highly doubt they remember everyone's order and will blurt orders out like that...also it's very rude to say to someone as you dont know who the person is with...and its just getting into their business...I immediately went back and told the girl hey...u need to stop saying my order as I walk up...that is really wrong...and she was like "ohh well I just say that to everyone I remember" and apologized sort of...but that was jst not the case...she was just being an arrogant b* who felt like she could treat someone in this derogatory way... I know that if I worked somewhere...I would never just blurt things out as people walk up...let them place their order...thats being professional...a lot of women tend to do that just to be nasty to other women...or who knows what...this stupid treatment really has got to stop...

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murdoc1979
, US
Jul 12, 2010 2:33 pm EDT

Wow, you're a real ###. I work at a movie theatre and we get regulars all the time. They usually love the fact that we recognize them and regard our knowing what they like as a sign of friendliness and welcome. But then again, our regulars aren't ignorant ###s.

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9:22 pm EST
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Regal Cinemas concessions

This is the only theater in town and does not listen to its customers. Their concession stand prices have gone up and up, but they only cook hotdogs on certain days and times. When you arrive, you never know if there are any hot dogs or not. One of the managers even told me that hot dogs were too much trouble and he wished they didn't even offer them. At a whopping $4.50 each, it makes a lot of sense to offer them.

Also, most of the movie screens have huge scratches which is very distracting during some scenes. One of the

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Cjones928
Augusta, US
Aug 22, 2011 4:22 pm EDT

I work at a regal and even though i think they are a greedy corporation as the rest of them I agree with the manager on this one, when we put them on most of the time they do not sell and we have to throw them out which is a waste, at our theater we do it on Friday nights and all day Saturday, which is when we sell them the most, we get one random person during the week that asks for them and we will offer to put them on if he want's to pick them up in 40 minutes, but other than that we shouldn't have to keep them on all the time or it is a complete waste of money and time.

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Mike01902
NYC, US
May 01, 2011 7:30 pm EDT
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Do you remember when drive in movies were it? Remember packing the family into the station wagon and pulling in beneath the stars and on a warm summer night finding putting your arm around your wife while the kids watched bug eye bathed in the luminescent glow of the big screen? Well, those days are over and we have to settle for the exclusive entertainment of the film rather the experience as a whole.
The roomy comfort of the outdoors has been replaced shoulder to shoulder and elbow to elbow crowds and an irritating murmur of texting, chatting and soda straw slurping while the emotional draw that is meant to allow someone to enjoy a film as been all but extinguished. Franchises and large conglomerate corporations have taken over film distributions so our options for viewing have lessened but the personal nature that once made cinema viewing such a wonderful experienced has been replaced by rude, uneducated managers that destroy the emotional contributors that once made theater so wonderful.
In Doylestown, Pennsylvania, Regal Entertainment Group bought the historic barn cinema and in doing so took away all that made the process enjoyable. One of the most devastating aspects of the change was local theater management. First, understand, Doylestown is a small, quaint town where everyone knows each other’s names and the Barn Cinema is one of those places locals congregate on Friday nights.
I recall on three separate occasions the manager, I believe his name is Jason Carpenter, a blonde hair, chubby little goofball stepped out of line in a way that is so disgusting I still can’t even believe what I saw. This last event was so unbelievable I have to write about it. A man took his son in to see a film; they picked up some snacks at the counter and went into the theater. I know the boy’s father as he is involved in the political arena and is a standup guy, turns out they were in the same movie as us.
I said hi and after some conversation we found our seats and then this manager with a name tag ‘Jason Carpenter’ Manager came in. screaming at the boy and his father for not paying for their food and proceeded as if he was going to get violet with the child, I couldn’t believe it, I still can’t believe it. The father stepped up and said, “wait I paid the bill there has to be a problem, please don’t yell at my child, I’m the one who paid”. Jason Carpenter yelled, “come with me ###” everyone in the theater was shocked. Turns out the man did pay, and the lady at the counter picked up the money and instead of putting it in the cash register put it back down about a minute later. The boy’s father was in conversation with another parent and thought it was his change this is so sad, this manager was completely out of line.
Another time I say this manager step out of line was on a Saturday when they were showing an Indian movie. A girl, about 17 had limited language skills and it was obvious she had just come to the country and lacking English skills. He grabbed her by the skin of the side of her neck and drug her into his office upfront, three minutes later she came out holding her stomach and weeping uncontrollably. He had obviously hit her and her neck was bleeding. Yup! Jason Carpenter, manager of Doylestown’s Regal Barn Cinema a ### among ###.
Shame on Regal Entertainment Group for employing someone like this, shame on the cops for not dragging a jerk like this away and goodbye to the good old days when the theater meant fun and relaxation time for a family to be together.

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maria gonzalez
Garden Grove, US
Apr 03, 2011 8:56 am EDT
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i"m totally agree with u today i have a really bad experience there bad customer service rude people

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9:10 am EST
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Regal Cinemas denied discount

Window advertisement states: "military". I showed my and my wife's military id cards (retired-24years service) and was denied discount on 10/24/2009 evening show. the person at the window stated "active duty only"; however, the sign only says "military". this neve happened before, at that theater, nor any other. we get our military discount everywhere we go. regal cinema should, as other institutions and corporations do, look into this profitable attendance audience - us, the retired military. I will pass this on to my aarp membership, military benefits association, american legion, and all my fellow retired and active in all branches of the armed forces. may be we should start looking for entertainment someplace else. big audience is waiting for your response. thank you. [protected]@hotmail.com

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Regal Cinemas had to stand in the rain for 30 minutes

My wife and I went to the movies at a regal theater in Tukwila, Washington on Nov-22-2004. We had to stand in the rain for 30 minutes because there was only one ticket agent. Then I had to stand in line for 20 minutes to buy popcorn and miss some of the movie because there was only one concession stand agent.

Then when I got back to the movie, I froze half to deaf because the heat was turned off. At least it felt like it. And finally when I had to go to the men's restroom I could not wash my hands because there was no water or soap. What is going on?

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Carol Adado
, US
Feb 04, 2024 4:26 pm EST
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On 1/23/24 I purchased a movie ticket using a Master Card, my Visa Card was charged $58.35, which I never used that day, this is fraud, and I called my credit card company, and they are investigating this issue. The reference # is 24492154023717263090963

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kel tel
Astoria, NY, US
Jan 29, 2024 2:20 am EST

I purchased regal cinemas gift cards (value $45) at BJ's and I used them this month (Jan. 2024) they are zero balances (no cash value). I would like to be compensated for the cash value or three movies (replacement).The purchased numbers [protected] at BJ's 34-60 48th street, Long Island City, NY

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Lillian LaFremier Corville
, US
Dec 05, 2023 11:34 pm EST
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Over charging that keeps on going. Stop it and refund my moneys

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Paul Mehl
Las Vegas NV, US
Nov 04, 2023 6:27 pm EDT

Cannot find any way to suspend membership. Frustrated as hell. You make it a pain in the [censored]! I have called the phone # and am told to email the site That goes to a site nonexixtant in error

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Christina Mairia Jones
, US
Aug 05, 2023 7:11 am EDT
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And it touched the counter and there's no way that they're giving me another cup because they just rinse it off that should not be allowed with the covid going around since I've been here they have not washed down the counters

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Movieguy
Portland, US
Aug 01, 2023 10:53 am EDT
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I canceled my Unlimited membership months ago but Regal continued to charge my credit card and now refuses to refund those monies. Be very careful!

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Jessie5211
Yorba Linda, US
Jul 31, 2023 2:41 pm EDT
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The seats are incredibly uncomfortable if you do not want to recline. The seats are very deep so short people have massive back pain. It has made going to a movie unpleasant. Can’t you please have some of the regular seats in a theater? I live in Yorba Linda, California but would drive a distance to go to a theater with regular seats.

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Marc2c
, US
Apr 15, 2023 4:18 am EDT
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I'm a customer at Regal imax Ft.myers I'm complaining about poor movie schedules. I find it sad on a holiday weekend that the kids are out of school you put one viewing of Mario in 3D at 10:40 pm. I thought you're try to get people back to the theater. Who ever made the discussion needs to be put into a janitor position do to lack of common sense

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Antonio Francesco Caruso
, US
Feb 18, 2023 12:48 pm EST

Friday 10th February 2023

Avatar 2

2 x tickets purchased

Dania Point 452489/1 and 452489/2

9pm viewing

The cinema was very loud, lots of people were talking, I notified staff nothing was done. Ended up please the cinema missing half the movie very annoyed and frustrated.

Thanks

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David Woodyard
, US
Dec 17, 2022 10:35 am EST

My name is David Woodyard, [protected], dljawoody@msn.com, and I’ve found at least 4 charges on my credit card that I haven’t to my knowledge authorized to Regal Cinemas. Those charges are June 11 $49.02, June 19 $71.56, August 15, $76.16, and December 9 $67.56. Can you explain these charges?

Regal Cinemas In-depth Review

Location and Accessibility: Regal Cinemas is conveniently located in the heart of [city/area], making it easily accessible for moviegoers. It is also well-connected by public transportation, with bus and train stops within walking distance. For those driving, there are parking facilities available nearby, ensuring a hassle-free experience.

Movie Selection and Variety: Regal Cinemas offers a wide range of movie genres to cater to different tastes and preferences. Their movie lineup is regularly updated, ensuring that movie enthusiasts always have something new to watch. Whether you're a fan of mainstream blockbusters or independent films, Regal Cinemas has got you covered.

Theater Facilities: The theaters at Regal Cinemas are known for their comfortable seating arrangements, allowing moviegoers to relax and enjoy the film. The theaters are also clean and well-maintained, creating a pleasant environment for movie-watching. Additionally, Regal Cinemas boasts state-of-the-art audio and visual systems, enhancing the overall movie experience.

Ticket Pricing and Discounts: Regal Cinemas offers competitive ticket prices, ensuring that moviegoers get value for their money. They also provide special discounts for students, seniors, and military personnel, making it more affordable for these groups to enjoy a movie. Additionally, Regal Cinemas offers membership programs that come with additional benefits, such as discounted tickets and exclusive screenings.

Concession Stand and Food Options: The concession stand at Regal Cinemas offers a variety of snacks and beverages to satisfy cravings during the movie. From freshly popped popcorn to a range of candy options, there is something for everyone. Regal Cinemas also understands the importance of healthier food choices and provides options to cater to those preferences.

Customer Service: The staff at Regal Cinemas is known for their friendly and helpful nature. They ensure an efficient ticketing and entry process, minimizing wait times and ensuring a smooth experience for moviegoers. Additionally, Regal Cinemas prides itself on its prompt response to customer inquiries and concerns, ensuring that any issues are addressed in a timely manner.

Special Features and Amenities: Regal Cinemas offers special features and amenities to enhance the movie-watching experience. They have IMAX and 3D movie experiences, allowing viewers to immerse themselves in the film. Regal Cinemas also provides reserved seating options, ensuring that moviegoers can choose their preferred seats in advance. Additionally, they offer private event and party bookings, making it a great venue for special occasions.

Cleanliness and Hygiene: Regal Cinemas maintains high standards of cleanliness and hygiene throughout their facilities. The restrooms and common areas are kept clean and well-maintained, creating a pleasant environment for moviegoers. They have regular cleaning and maintenance routines in place to ensure a comfortable and hygienic experience. Adequate sanitation measures are also implemented to prioritize the health and safety of customers.

Online Booking and Mobile App: Regal Cinemas provides a user-friendly website that makes it easy to book tickets online. They also have a mobile app that allows moviegoers to conveniently access movie schedules and purchase tickets on the go. With seamless online payment options, Regal Cinemas ensures a hassle-free booking process.

Overall Experience and Customer Satisfaction: Regal Cinemas has received positive reviews and feedback from customers, reflecting their overall satisfaction with the theater. When compared to other local theaters, Regal Cinemas stands out in terms of the overall experience it offers. However, there is always room for improvement, and customer feedback is taken into consideration to enhance the movie-watching experience further.

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