Regal Cinemas Customer Service Issues

I was mistakenly charged for a Cinemark theater instead of Regal in Longmont. I reside in Longmont, not Boulder. When I arrived in Longmont, I thought I had purchased the correct ticket. However, the two employees at the door were extremely rude, condescending, and unprofessional. Their behavior was appalling and made me feel terrible. I am a 47-year-old man who ended up sitting in my car in tears due to how they treated me. This experience was especially upsetting because it was my last $17 after a very difficult day. I have left a review for this movie theater under the username bigqbizzle7621, and I hope my feedback is taken into consideration.

Hello, we visited Regal in Carlsbad, California for a Mother's Day outing on May 13, [redacted]. We bought our tickets online but when we tried to purchase snacks at the concession stand, we were told it was card-only. Despite the inconvenience of waiting and then being unable to pay with cash, we ultimately wanted to enjoy the experience. It would be helpful if the checkout process could be smoother and more accommodating for all types of payment methods. We are movie enthusiasts and truly hope that theaters continue to thrive. Improving the overall experience for customers would definitely contribute to a more enjoyable time at the movies.

I am a parent with two 16-year-olds who want to see a movie at Regal Cinema in Green Hills, Nashville, Tennessee. I find it unfair that they cannot watch the movie unsupervised while other kids seem to be allowed to do so. I believe it is discriminatory, and it upsets me greatly. I would like to address this issue and request a response from the management.

Subject: Urgent Regal Unlimited Membership Cancellation and Refund Request Dear Regal Cinemas Customer Support, I am reaching out to express my dissatisfactions with the challenging process of canceling my Regal Unlimited membership. Despite my prior attempts to resolve this matter, I remain unable to find a satisfactory solution. I am urgently requesting immediate action on the following items: cancellation of my membership and a refund for the past two months' subscription fees. While Regal Cinemas has made it easy to purchase memberships, there is a lack of a user-friendly option for cancellation through the app or website. The absence of a dedicated phone line only compounds the frustrations faced by customers looking to cancel their memberships. Two months ago, I submitted a cancellation request through the Contact Us form on the website. Unfortunately, I did not receive any confirmation that Regal Cinemas received my request. Despite my clear instructions to terminate my membership, I was charged $24 the day after I submitted the form and another $24 yesterday. These unauthorized charges and disregard for my cancellation request have intensified my frustrations. I kindly ask for an immediate refund totaling $48 to cover the charges from the last two months. Additionally, I insist on the prompt cancellation of my Regal Unlimited subscription. I anticipate a swift resolution to this issue, given the inconvenience and frustration it has already caused me. I am hopeful that Regal Cinemas prioritizes its customers and maintains high service standards. I trust that this matter can be promptly addressed. Failure to address this matter will leave me no choice but to escalate my concerns further. I am looking forward to a prompt response acknowledging the cancellation of my membership and the process for refunding the subscription fees. Please provide me with a confirmation of the cancellation and an outline of the refund timeline. Thank you for your immediate attention to this urgent matter.

I had a disappointing movie experience and reached out to Regal about receiving two free tickets for our next visit. When we tried to redeem them four months later, the tickets were not available. Despite the initial promise of free tickets, I was informed that "reward tickets" expire after 90 days. The conversation with the Regal representative on Facebook was frustrating as they insisted I should have checked the app for terms even though the tickets were not acquired through the app. I simply wanted the two tickets compensated or replaced, but the representative was unhelpful and claimed they could only add one ticket and offered popcorn instead. I would like to have the cost of all four tickets refunded given the situation and treatment received.

The staff in the operating theater were disappointing. They seemed unorganized and overwhelmed during the matinee showing of "The Little Mermaid." When I asked them which theater the movie was playing in, the woman with tattooed forearms was borderline rude and replied that the information was on my ticket, which I had left with my grandkids while I went to the restroom. They also mentioned that the Regal card system was down and did not provide any alternative solutions, leading to the inability to offer a senior discount. Overall, it was a very negative and expensive experience. With summer here, I will have to reconsider bringing my grandkids to your theater in the future.

On May 6, [redacted], I visited your theater and experienced unfair and racist treatment. The staff displayed rudeness towards me and targeted me. I have sent multiple emails addressing this issue. The worker, Marcus Lewis, unjustly accused me of sneaking into the theater and disrupted my movie viewing experience. When I calmly requested him to step back as I was with my family, he threatened to involve the police. I am eager to lodge a formal complaint, and despite submitting details through the 'contact us' form, I have not received any response.

I am currently at the theater in Fredericksburg, VA, and unfortunately, the AC is not working in our theater. It was not communicated to us, and now we are sitting in a humid theater where the seats are wet from sweat. The situation is unacceptable, and when I inquired, I was told to send an email to complain. They mentioned that they are trying to get it fixed but are waiting to prop the door open. On a hot 90-degree day, this is not a suitable solution. We decided to leave halfway through the movie. It is disappointing that my 9-year-old was so uncomfortable, and we missed watching "The Little Mermaid".

While waiting in my car for my wife's movie to end, an employee approached me and remarked, "Don't die sitting in your car." I found his comment to be inappropriate. My wife and I had already watched two movies, but since I was feeling unwell, I chose not to join her for the third movie as we had initially planned for my birthday. As Unlimited members, we both found the young man's behavior to be extremely rude.

Hello, I purchased four 3D Avatar movie tickets at the theater but was unable to attend. After contacting customer service by email, they provided three 2D tickets accessible through the Regal app. When I tried to use the tickets on Thursday, the theater could not scan the code. Customer service stated the tickets had expired, but I was not informed of any expiration when they were issued. Could you kindly address and resolve this matter? I would appreciate a refund or reactivation of the tickets. My account details are [redacted] Thank you, Radha.

Upon arrival, we joined the concession line, which was lengthy due to only two staff members present. After waiting for 8 minutes without progress, we opted to return to our seats and order food online. Following the online ordering process, we were promised a confirmation for food collection. During the previews, we discovered that another couple claimed ownership of our seats, as both parties had been assigned the same seats. This mix-up occurred at a crucial moment, causing disappointment. Although the other couple relocated, the experience was marred. Regrettably, Regal's service left much to be desired. When our food was ready, a notification arrived 10 minutes into the movie. In a rush, I retrieved the order, only to find it was misplaced. Upon alerting a staff member after a 3-5 minute wait, I was informed that the system was unreliable. Despite the inefficiency, the food was eventually retrieved, resulting in significant time lost during the movie. My frustration with the situation was palpable, and the lack of response to my complaints further added to my disappointment. As a loyal customer who cherishes movie experiences with my wife, this incident was disheartening. I have already filed reports but await a resolution from the company. Your prompt attention to this matter is appreciated.

I purchased a "Monday Mystery" ticket with no rating or disclaimer regarding the movie's content. Being 58, I enjoy movies and was looking forward to a treat but was disappointed to find it was a demonic horror film, prompting me to leave 15 minutes into the screening. I understand the concept of a mystery movie, but I believe including a rating and a potential disclaimer about sensitive content would be beneficial, especially when it involves evil and demonic themes. Asking for a refund or the option to watch a different movie was denied by the staff, citing the mystery nature of the show. As a loyal customer who frequents Regal Boulder Station in Las Vegas on a fixed income, the special pricing via the Regal app is significant to me. I watched the movie "Talk to Me" on 7/10/[redacted] and have been contemplating this experience for the past 48 hours. I kindly request a credit for a future movie as a resolution. Tiffany C. Email: [redacted] Phone: [redacted]

Hello, I bought 2 tickets for the 5:50 showing of Mission Impossible yesterday, but unfortunately, a personal matter came up, causing us to miss the movie. I apologize for not thinking of rescheduling before the showtime. Could you please transfer the $33.78, the cost of the tickets and convenience fees, onto a gift card? This way, we can use it to see a movie later. Thank you for your help. Here is a copy of the transaction for reference.

I bought tickets to watch the Barbie movie today. Upon arrival at the theatre, I was informed that due to a continuous fire alarm, all movies for the day were canceled, and I received a partial refund. Although I paid $27.89 for the tickets, I was only refunded $23.50 with the explanation that the processing fee was nonrefundable. I expressed my concerns, highlighting that since the cancellation was not by my choice, I should receive a full refund to purchase new tickets for another day. I was advised to reach out to corporate regarding this matter.

I recently watched "Insidious: The Red Door" at 9:45 pm in Burlington with my family, totaling five of us. Unfortunately, another family brought in two three-year-olds and a baby in a car seat who were crying and running around throughout the movie. It was so disruptive that some people left to complain, but no action was taken. This completely ruined our movie experience. I believe there should be a rule against bringing babies to late-night showings of R-rated movies. We paid approximately $76 for our tickets, and this incident has made us hesitant to visit the movies in the future.

Over the weekend, I mistakenly purchased tickets for Saturday instead of Sunday and realized the error after the 60-minute refund window had passed. The total charge for 4 tickets came to about $82. However, I also noticed an additional charge of $91.20, which I am unsure about. As a senior, I find online purchases confusing at times and must have accidentally duplicated something during the transaction. To prevent further issues on my Visa, I ended up using PayPal for the payment. I kindly request a credit for the mistaken charge.

I visited Regal Cinemas on Woodruff Road in Greenville to watch Haunted Mansion. The service I received from a young lady was pleasant until she mentioned air in the fountain machine while preparing my drink. I commented that the soda tasted flat, but didn't pursue it due to a rough day. However, she responded saying the machine didn't like me, which felt strange and impolite. Working in customer service is tough, but making such remarks is uncalled for. Additionally, the Cherrydale location in Greenville requires a major overhaul. The employees appear disinterested and fail to assist moviegoers effectively. The state of the bathrooms is subpar, often unclean and not in working order.

I reached out a few days ago and didn't hear back. Please reply. Thank you. I have a REGAL Crown Club, but I can't find the number on my app. Where is it located? It's hard to locate. The main issue is we only visit Regal theaters and have for years. We used to frequent the Regal in Sterling, VA. On July 25th, we saw Oppenheimer in IMAX at the Sawgrass location in Sunrise, FL. The IMAX experience was disappointing. While the sound system was great, the viewing was no different from other auditoriums there. This location doesn't seem to be a true IMAX. We've been to the real IMAX theaters at the Air and Space Museum in Washington, DC, and at Dulles Airport in VA many times. The screen should be at least 50 feet high, but the Sawgrass screen wasn't. I wouldn't have paid extra for (4 seats) for a regular-sized screen. I would have gone to a real IMAX theater locally in South FL. I'm not satisfied. Please forward this issue to management. I expect a full response and compensation for this subpar IMAX experience. Thank you. - Fred S.

I bought tickets online four days before the showing of "Oppenheimer" at 7pm on 7/27. I mistakenly didn't receive the tickets via email as I thought I had selected. On the night of the movie, my husband and friends couldn't get in without the tickets. The theater couldn't find my purchase even with the details. In the end, my husband bought more tickets for $96. I later found proof of purchase in a group text that included a screenshot of my Fandango order with confirmation #WQFCMHR. I contacted Fandango, who acknowledged the purchase but refused a refund due to their policy. Despite the challenges, I hope Regal Theatre will handle situations like this better. It was frustrating to pay twice for tickets we already purchased. Hope there can be a resolution, even if it's a refund or tickets for a future IMAX showing.

My husband, son, and I have your monthly movie pass. Every time I try to add a third person to sit with my husband and son, it won't allow me. The system says I can't place a ticket between my family and another. Even if there are empty seats next to my family members like my husband in E1 and my son in E2, I'm unable to book E3 because it claims I can't go in between. This is different from any other theater I've been to. I'm happy with the monthly pass, but it's frustrating not to be able to sit together with my family. What's the point of having a pass if I can't make reservations together with my family? If someone else takes the available seat, I'm left sitting alone.