Regal Cinemas Customer Service Issues

I am experiencing difficulty reaching you as the phone number provided leads me to a blank extension after several attempts. I bought tickets online last Tuesday, but upon arriving at the theater, they couldn't locate my purchase and charged my credit card. Now, I have been billed by both the website and the theater. I am seeking a refund for the duplicate charge. Unfortunately, I do not have a receipt from the theater, but I do have an online confirmation and my bank statement as proof of purchase. The establishment in question is The Walden Galleria Stadium 16 & RPX in Cheektowaga, NY.

At 3:57 pm on December 28, [redacted], I was seated in H1 at Theater 4 in Clarksville, TN on Tiny Town Road. I recently had a disappointing encounter with Donovan, who was quick to offer excuses and engage in contentious behavior when I asked about ushers during the movie. Despite attempting to address the issue discreetly with another manager, Donovan engaged in a loud and rude conversation in front of other employees and customers. I observed several instances of disruptive behavior by other patrons, which Donovan seemed uninterested in addressing. As a loyal customer who frequents this theater regularly, I was dismayed by the lack of professionalism displayed by Donovan during this incident.

On Sunday, March 10, I visited the Regal Cinemas City North in Chicago with my family. We spent over $[redacted] on tickets and snacks. Despite working at the theater for more than a year, I encountered rudeness from staff during my visit. After the movie, my family member wanted an Icee refill. The concession stand was unattended, so I asked a cleaning usher for help. He rudely denied our request, claiming Icee refills weren't allowed. A security guard then intervened unnecessarily, informing us the stand was closed. This made us feel unwelcome. The usher, a Hispanic male, and the security guard, an African American male, showed poor customer service. I hope these employees face consequences for their behavior. Contact me at [redacted] for more details. I won't provide personal info due to fearing repercussions for speaking up. I expect a prompt update on the situation and won't return to this theater until then.

Hello, I have a question about purchasing tickets through Lifemart and using them in the Regal app. I recently watched a movie at a Regal Theater and wondered if I can reuse a ticket bought in Lifemart with the Regal app. I bought multiple tickets for myself, my boyfriend, and others, and I'm unsure if one of those tickets may have been accidentally used since the booking went through successfully. If the ticket was already used by someone else, and I could still use it to book a movie, it might indicate a glitch in the app. Usually, I use the tickets right away or keep them for later use. When I tried to book a movie using a ticket I found in my email, it worked. I might have some unused tickets I wasn't aware of, or the tickets may be reusable. I wanted to bring this to your attention so it can be addressed if there is an issue. Thank you for your assistance!

Hello, my name is Mylissa Carey. On Saturday, April 5, [redacted], my father and I visited Poughkeepsie Regal Cinema for a 3:25 viewing of Hotel Maumbi. We bought our tickets and headed inside after getting our concessions. There, we encountered the ticket taker, Frederick. This is my second written complaint regarding this employee. He was extremely rude to us, to the point of harassment. I have a service dog with me, and we use a dog carriage. Normally, I get clearance for this at your theater. However, this time Frederick harassed me about the carriage, even mentioning past incidents. He then had the manager and a police officer follow us to the theater in an attempt to kick us out after we had already made our purchases. They asked for documentation for the dog, which is illegal. I thankfully had the paperwork, but the experience was humiliating. Frederick's behavior has been noted multiple times, and he seems to enjoy his authority. His actions are excessive, and I feel targeted as a disabled person with a service dog. This discrimination is unacceptable. My dad and I are upset by how we were treated and the illegal actions taken against us. It ruined our movie experience, and we feel our tickets and concessions were wasted due to the mistreatment from your staff. Mylissa Carey

My 25-year-old pregnant daughter and my 16-year-old son recently visited Regal East Greenbush on Troy Road to see "Little." My daughter messaged me during the movie that the sound was so low she could overhear people chatting instead of the film. I made two calls to express our concerns as my daughter, being heavily pregnant, found it challenging to address the issue in person. The staff member who answered claimed they adjusted the volume, but my daughter disagreed. Sadly, the staff member seemed indifferent to our complaint, showing no real concern. By the time I spoke to him, half the movie had passed, resulting in a disappointing experience. I respectfully requested a refund for both tickets due to the unsatisfactory sound quality and poor handling of the situation.

I purchased tickets for "Endgame" at the Longston Place 14 theaters in Puyallup, WA on April 2, [redacted] for the 7:05 show. Upon arrival with my group of 8, we were told it was a private event and we couldn't enter. The situation quickly escalated when the General Manager only offered a 9:30 show with scattered front seats. Despite my explanation of buying the tickets on April 2, the manager was unable to resolve the issue and gave me 8 free passes without a proper solution. The manager's lack of assistance and insulting manner worsened the situation. I requested to speak to a District Manager, but the request was denied. I am disappointed with the handling of the situation and the inadequate compensation provided.

I am incredibly frustrated with my experience with Regal. I have spent the last 3 hours trying to order tickets, calling Regal, and attempting to log into my account. Despite my efforts, I never received an email confirming my ticket purchase. After being hung up on three times during calls, I finally confirmed my tickets, but now I've been struggling for the past 2 and a half hours to log into my account. Despite resetting my password and even attempting to create a new account, I am still unable to access it. This situation has completely ruined my day; a simple task like ordering tickets should not be this difficult. I am eager to know how Regal plans to rectify this issue. If not addressed satisfactorily, I am prepared to take my business elsewhere. Additionally, I require some form of proof that we indeed have tickets for tomorrow to see Avengers. I am thoroughly disappointed.

I need to share a disappointing experience I had at a movie theater that has truly impacted my family's enjoyment. During a recent visit to watch "Endgame" as part of the Fan Event promotion, we encountered issues with the complimentary popcorn and drinks that were included in our ticket package. Despite explaining this to the staff, we were initially denied these items. After involving an employee named P. Martinez, who insisted the package did not include the items due to not using the Regal app for booking, I provided proof of my Regal club membership to no avail. Paola then led me to the office for further investigation, causing us to miss a portion of the movie. Unfortunately, she insisted on providing only one popcorn and beverage despite my valid purchase. Her attitude turned confrontational, making the situation uncomfortable. When I requested to speak to her superior, she claimed to be the manager. This experience significantly detracted from our movie outing, and Paola's lack of professionalism was deeply disappointing.

Dear Community, I want to share my positive experience at Regal 26 in Long Beach, California. Being close to my home, my family and I have enjoyed watching many movies there ever since it opened. Despite the high prices of popcorn and soda, I understand the theater's high overhead costs and am happy to support its operation. Recently, during a showing of Avengers Endgame, I encountered disturbances from other guests who were talking throughout the film. This was the second time this happened, and it was frustrating. In the past, I could change seats before the assigned seating policy, but now I had limited options to address this issue. Considering the theater might be short-staffed to monitor such problems, I suggest implementing a simple text code system for patrons to report disruptive behavior like talking, cell phone use, or recording. This would greatly improve the overall movie-watching experience at Regal. Despite this issue, I still prefer this theater over others in the area. Thank you, Cliff Gerstman

I am facing difficulty accessing my Regal Crown Club app on my phone. Despite having used it for years, I cannot recall the email associated with the account or the password. I have accumulated numerous credits that I wish to redeem. The card number linked to my account is 6[redacted] 7[redacted] [redacted]. My name is Tabatha O’Connor. I have a new phone number now, but during the account setup, my number was [redacted]. It seems I might have unintentionally created two accounts in the past, but I have only actively used one. I am determined to access the correct account containing all my accumulated points. I suspect that my current email is not the one registered on the account. How can I resolve this issue and regain access to my credits?

Hello, I have been a loyal customer at Regal movie theaters for many years and have been a rewards member for the past two years. However, I had a disappointing experience tonight while trying to purchase tickets through the app. Despite encountering issues with the app and seeing my gift card balance disappear without any confirmation of my transaction, I was not given a satisfactory resolution when I called the [redacted] TELL REGAL line. The representative I spoke to was unhelpful and placed blame on me for not keeping physical copies of my gift cards. He mentioned sending me a new gift card with the old balance, but did not offer any immediate solutions for the movie I intended to see tonight. I was left feeling frustrated by the lack of assistance and empathy from the employee. As a result, I am uncertain when I will receive my gift card money back and have missed out on seeing a movie tonight. Thank you.

I am extremely disappointed by this location's choice not to offer popcorn and ice-cold drinks for sale. This is the second time I have encountered this problem, and the absence of popcorn at a movie theater is very frustrating. I feel like I can no longer trust this company. On both occasions, I wasted money due to the staff's poor decision not to stock the main food item everyone desires. Even after me, at least 20 people entered and missed out on popcorn. This is unacceptable, and I believe some form of compensation is warranted for the inconvenience on both visits. I have been a loyal customer and have spent a significant amount at Regal, but now I no longer feel valued.

I am concerned about the process during the interview where I was asked for my ID and social security card, only to find out at the end that my ID was expired. If I had been informed earlier, I would not have reacted negatively. The manager, Ray, mentioned waiting for my new ID to proceed with the application, but then advised me not to apply online and abruptly ended the call, leaving me feeling unfairly treated. I want to address this issue as I believe everyone should be treated equally in such situations.

As an unlimited member, my mother and I both want to see the same movie and sit together. However, when trying to purchase tickets through the app, we encounter an issue because it only leaves one seat between available seats. This forces us to make separate transactions due to our membership, which is inconvenient. It seems like a flaw in the app as it hinders our ability to pre-order tickets for any movie. We prefer using the app to plan in advance, but this limitation is frustrating. It would be much easier if we could select seats together without this restriction.

I am dissatisfied with my experience with Regal Unlimited. My daughter and I both have memberships, but we have to make separate transactions to buy tickets for a movie together. When planning in advance through the app, it is challenging to get seats next to each other as we are each buying one ticket. This results in a gap of 1 to 3 seats between us, making it difficult to enjoy the movie together. As we like to plan ahead due to our busy schedules, this limitation makes our Unlimited membership less valuable.

On Saturday, September 7th, I attended the 11:00am showing of IT Chapter 2 at the Willamette Town Center Regal Cinema. Having purchased our tickets in advance through the app, upon arrival, we were greeted by an employee named Clayton. Clayton requested to see my ID immediately, even before knowing the movie we were there to watch. Although IT Chapter 2 is rated R, being 25 years old and appearing my age, an ID check seemed unnecessary. Subsequently, he requested to inspect my purse, a procedure I hadn't encountered at other Regal Cinemas. I complied, and he proceeded to inquire about various pockets for "weapons and contraband." It became apparent that Clayton was allowing others with similar or larger bags to proceed without such checks. After expressing our concerns to a manager regarding this new bag check policy, we were informed that checks were required only for individuals appearing "suspicious." I hope for a response to address the disrespect and embarrassment I felt at being racially profiled in this unfortunate incident.

On Saturday, September 7th, I attended the 11:00 am showing of IT Chapter 2 at the Willamette Town Center Regal Cinema. I had purchased the tickets in advance through the app. Upon arrival, we were approached by an employee named Clayton who requested to see my ID before knowing the movie we planned to watch. Despite being 25 and looking my age, he proceeded to check my purse, something I hadn't experienced before at Regal Cinema. The search for 'weapons and contraband' seemed excessive, especially when others with similar or larger bags were not being checked. We raised our concerns with a manager who mentioned the bag check policy was meant for individuals appearing 'suspicious,' leaving me feeling disrespected and embarrassed to the point of tears over what felt like racial profiling. I hope for a response addressing the incident and a commitment to ensuring a fair and respectful cinema experience going forward.

My 17-year-old daughter and five friends, including one who is 18, purchased tickets for a movie. Despite some ID issues, they were allowed in. However, during the movie, they were asked to leave when the age discrepancy was noticed again. The manager was unhelpful, only offering them free tickets instead of a refund. The parents tried to reason with him to no avail. This experience was very upsetting, and I plan to leave a negative review on Yelp for this unprofessional behavior. I feel that the kids were unfairly targeted, especially since my daughter was the only Caucasian in the group. The lack of respect and professionalism is concerning and could drive customers away. I hope this issue can be addressed promptly.

On Monday, 9/30/19 at 2:45 PM, I arrived at Winrock 16 ([redacted]) located at [redacted] Louisiana Blvd NE, Albuquerque, NM [redacted]. There was a line forming by the ticket office, which was unattended. I proceeded to the concession counter and paid for my admission. An usher checked my ticket and directed me to seat 1 in the Downton section. At 5' 3", I found the seats to be uncomfortable for someone of my height, as they seemed more suited for taller individuals. The sound was excessively loud, prompting me to use earplugs. I had to inform an employee twice to lower the volume. Luckily, I had Flents NRR33 foam earplugs in my purse. Despite this being my first visit to this theater, it was not a very enjoyable experience.