Regal Cinemas Customer Service Issues

I'd like to share our recent experience at UA Regal Theater Colorado Mills on September 30th at 7 PM. We were eagerly waiting for the showing of 'The Secret Life of Arrietty', part of a Fathom events anime film series. Prior to the movie, there were multiple previews and ads. However, the screen remained blank for over half an hour, causing some patrons to address the issue with a manager. Eventually, the movie began but was already in progress. Although a manager apologized and mentioned a possible restart, it did not happen. Upon reaching out to Regal through their website, we were promptly contacted by Anton from Regal Customer Relations regarding Ref: MSG[redacted]. While they offered a refund, we are more interested in seeing Regal Theatres and Fathom Events improve their synchronization between software and hardware for seamless screenings. It would be beneficial for staff to oversee the projection process to prevent similar incidents in the future. This occurrence mirrored a previous experience during Fathom Events' 'My Neighbor Totoro' screening in August [redacted], where we were told that a blank screen at the start was normal. We believe any refunds should extend to viewers and local theaters to uphold their reputations.

We are experiencing issues with our Regal Cinemas account login. Our previous login credentials are no longer functioning. When attempting to create a new account, the system does not recognize our Regal Cinema card numbers as they do not start with a 6 as requested. Our current cards have a series of 0 at the beginning. We hope to resolve this matter promptly to purchase tickets. Additionally, there is a security concern with the website as our web browser indicates that the certificate for Regal is outdated or unavailable, posing a potential security risk that needs to be addressed.

I bought two tickets for the Lynyrd Skynyrd farewell tour movie at Destiny Mall in Syracuse, NY for the 7:00 pm showing. Despite arriving early with a printed paper ticket as a backup in case my phone died, I was informed by attendant Kylee that the projector was broken. She advised me to seek a refund at the ticket booth. Upon reaching the ticket window, clerk Laura insisted my ticket had been scanned and therefore was not eligible for a refund. Despite explaining the situation and the fact my ticket was not scanned due to the projector malfunction, she rudely declined my request for a refund multiple times, claiming she was the manager. After seeking help from another manager, Jeff Campbell, he understood the situation, apologized for the prior manager's behavior, and promptly refunded my money. This unfortunate experience tainted what was supposed to be a special night at the movies with my partner. I am grateful for the assistance of Jeff and Kylee but deeply disappointed by Laura's disrespectful and unprofessional conduct. This incident has left me with a negative impression of Regal Cinemas, and I am likely to avoid patronizing their establishment in the future.

I bought the Unlimited Regal Pass on Black Friday to avail of the $60 discount. However, my card wasn't charged as it was flagged as a fraudulent transaction. I contacted Regal Customer Service immediately to rectify this. Today, I found out that my email wasn't received by them (the one listed on my Regal App message). Could you assist me in purchasing two of these passes with the discount as intended? Thank you!

I am seeking a refund for my movie tickets and pizza bought at the Harbour View Regal Cinemas in Suffolk, VA. Upon arrival, I waited in line for 15 minutes, only to have the staff member leave right as I was next. After relocating to another line, I had to wait an additional 10 minutes to place my order. Due to the long wait, I had to send my companions into the theater without me to avoid missing the movie. When my pizza finally arrived, it was undercooked and unappetizing, reminiscent of low-quality store-bought pizza. For the price of $9.99, this experience was far below expectations and left me feeling dissatisfied and late for my movie viewing.

When I requested ADA accommodations in advance for a complimentary showing of "Harriet" at my local River City Marketplace Regal Cinema, I unfortunately experienced zero assistance. As a dialysis patient recovering from a recent foot bone infection resulting in toe amputation, I called ahead to ensure appropriate accommodations. However, upon arrival, my party had to wait in line for nearly an hour with no clear assistance provided. Despite my efforts, no one took responsibility for addressing my needs, and I was informed the General Manager was on vacation. I received a card with no explanation or apology, leaving me disappointed with the service at Regal Cinema and reminding me why I tend to avoid their theaters.

Hello, my name is Ralph Young and I work at Regal Broward & RPX Plantation store number [redacted]. I recently discovered that a fourth step was taken against me without my knowledge or discussion. I have been a diligent and punctual employee, and I believe this action is undeserved. The issue arose when I used a paper cup for a beverage or snack, which had never been a problem before. It seems that the general manager, Julian Carrero, was upset and reacted unfairly by asking me to clock out. Later, I learned about my suspension through a colleague, as no manager informed me directly. I was not even included in the schedule. The lack of communication and proper handling of the situation is disappointing. I aim to resolve this issue and believe I should be reinstated as I follow the rules and was unaware of any wrongdoing. Additionally, I was provided with an incorrect contact number for corporate.

I have purchased $89 worth of tickets for Regal Theaters. Unfortunately, at 78 years old, I may not live to see the theaters reopen. I contacted Plum Benefits/Tickets, but they were not helpful. Regal Cinemas has closed all theaters, and I need to request a refund, but I did not note down the contact number provided in a local newspaper article. The $89 is a significant amount for me as I bought the tickets to support my granddaughter's college fundraiser. Due to my disabilities and recent surgeries, I have been unable to use the tickets. How can I obtain a refund? This is vital to me. Thank you, L.B.

I have a concern regarding my Crown Club membership payment made before the pandemic, which prevented me from utilizing the membership. I am eager to watch the movie "Aretha Franklin's Respect," starting on Friday the 13th in August. However, I have been informed that my previous pass is no longer valid, and I must purchase a new $25 pass. This is confusing to me as I was unable to use the original pass purchased before the pandemic. My granddaughter also has an unused pass. We kindly request the reinstatement of our passes so we can enjoy going to the movies. Due to the pandemic's onset in March [redacted], we were unable to utilize the passes purchased before that time. Your prompt attention to this matter is greatly appreciated. Thank you.

Subject: Refund or Reschedule Request for Free Guy Purchase On August 14 at 8:02 pm, I made a transaction to purchase 2 adult tickets for the movie "Free Guy" for the 8:30 PM AKST showing. My name is Dillon R. Lair, and you can reach me at [redacted] or via email at [redacted] Unfortunately, I mistakenly selected the wrong date and would like to either get a refund or reschedule the tickets for a future date when the theater is open. I tried to contact support through the /contact-us form but did not receive any confirmation that my email was sent. I would appreciate it if you could provide me with a phone number to discuss this matter further. Thank you for your attention to this issue. Dillon R. Lair [redacted] Galatea Dr Anchorage, AK [redacted] [redacted]

I recently went to the Culpeper, VA location with my family to see the movie "Reminiscence". During the movie, a group of young teens were being loud and on their phones. I asked for a manager and two employees in goth clothing claimed one of them was the manager. The manager seemed disengaged and only showed up once. Afterwards, I asked for the regional manager's phone number in the dark lobby. Another manager, who seemed unprofessional and disheveled, gave me a phone number on a post-it note. I was disappointed with the lack of professionalism and would like to speak to the regional manager to address the need for better staff management at the theater.

My spouse and I attempted to watch a movie at your Mira Mesa site. When trying to use a $50 bill for payment, we were informed of a new cash-phase-out policy. While I understand and accept the policy, my grievance is with the total lack of basic customer service from the manager. The manager's lack of empathy or effort to assist customers in this conflicting situation was disheartening. Despite the policy change during the pandemic, what truly disappointed us was the manager's indifferent and unhelpful demeanor. This outing was significant to us as it marked a special occasion, and we were let down by the complete disregard shown by the manager. Though this experience may not affect your business, acknowledging customers' concerns with even a little compassion could have left a better impression. I have shared my feedback on social media and review platforms to highlight the importance of customer service in such situations.

I recently purchased 3 tickets for the movie Venom on Regal.com. However, my credit card was mistakenly charged twice for a total of $43.20. I encountered an error when purchasing the tickets and had to reselect seats before completing the transaction, which may have caused the duplicate charge. Please verify the email address [redacted] to confirm that only 3 tickets were received. I kindly request a refund of the extra charge or guidance on how to address this issue. If further information is needed, I can be contacted at [redacted]. Thank you. - Gloria R.

I am having trouble accessing my Crown Club app. I have attempted to change my password multiple times but cannot do so without logging into the app. I find the app challenging to use and change passwords. Is there a way to receive a physical card instead? I have faced repeated issues with the app, unlike any other app I use. I encountered an error message stating I cannot change my password due to 24 hours passing and four failed attempts. Although I used the app twice in the last three weeks without signing out, I am now unable to sign in. George W. [redacted], 77-[redacted] Mahiehie St, Kailua Kona, HI, [redacted].

Regal keeps notifying me that they can't access my account for payment. It is correct and working for everyone but Regal. I just went online this morning and it is working. You have been contacting me for the last few days, and I have been unable to reach anyone by phone. Please contact me. I can't access the Regal app because it keeps ignoring every password change that I input. I even had a manager at Regal help me. I would like to pay what is owed and then cancel Regal Unlimited. I'll just pay as I go. It's frustrating that I can't contact Regal by phone.

I am experiencing difficulty updating my payment information on the app for recurring charges. Even after uninstalling and reinstalling the app, my old card details persist, and it does not accept my new card. Customer service provided steps that I had attempted with no success. I even sought assistance from a theater attendant familiar with the app, but to no avail. I simply need to update my payment details to maintain my unlimited subscription.

I attempted to purchase a Spider-Man ticket online, but each time I entered my credit card details and clicked enter, an error message appeared, stating the payment was unsuccessful. I tried multiple times with no success. Eventually, I opted to buy a ticket in person. Strangely, after watching the 7:45pm movie, I received an email at 11:30pm confirming a ticket purchase, followed by another at 12:00am for a second ticket. I am seeking a refund as these tickets were charged despite the initial payment failures and received after the movie ended. Thank you.

I was charged twice on my credit card through your portal on 12.17.21. While trying to purchase tickets for the Spiderman premiere, your site crashed, showing error messages. I kindly request a full refund of the duplicate charges to be processed immediately. Luckily, I managed to secure tickets for the 8:10 showing through the Fandango website, selecting seats I5 and I6. Please address the additional charges for other showtimes that were mistakenly debited from my account. You can reach me at [redacted] or [redacted].

I bought 2 tickets on Dec. 16 to see the new Spider-Man movie. The first time I tried to pay, it said the payment didn't go through. So, I tried again and got the same result. However, I later found out I was charged for both attempts. I only received my confirmation and tickets 2 hours after the show started. I've emailed a few times but haven't gotten a response yet. I just want a refund.

On December 17, [redacted], I attempted to buy tickets online through the Regal website. Despite multiple attempts, the system kept crashing. I created an account, but even that did not help the transaction go through. Consequently, my family and I had to purchase the tickets at the theater. Upon reviewing my bank account, I was surprised to find a charge for the movie tickets. I am requesting a refund as the system malfunctioned, charging me for a transaction without my consent.