Complaints

This profile includes complaints for Harkins Theatres (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Harkins Theatres (Corporate Office)

  8901 E McDonald Dr Scottsdale, AZ 85250-6330

• 

  Harkins Theatres (Corporate Office)

  5000 S Arizona Mills Circle Tempe, AZ 85282-6402

• 

  Harkins Theatres (Corporate Office)

  1321 S. Yuma Palms Parkway Yuma, AZ 85365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well for starters the Harkins theatre at ******** has minors working overtime to the point of exhaustion half of them kids in there look burnt out pls give them the RIGHT AMOUNT OF HOURS or this will go places elsewhere.

  Business Response

  Date: 03/05/2025

  Dear ***, 

  Thank you for taking the time to reach out. We are sorry to hear of your concern and would like to learn more. At this time, Harkins Theatres does not operate the theatre at the ****************. If you are referring to a Harkins Theatres location, please provide the address of the location you are referring to so that we can look into your concern.

  Unfortunately, we were unable to reach you by phone today. If you would like, please feel free to contact us directly at ************ and we would be happy to speak with you. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 5 advertisements of movies prior to the movie I came to watch were violent and offensive. I was in the theatre looking forward to the featured movie called 'A Complete Unknown' about *** *****. I arrived at 9:10pm, the movie was listed as a 9:15 start and I sat through ****************************************************************** seeing. This has definitely discouraged me from attending a movie at your Theatre.I would like to hear the reasoning behind showing Marvel Movie ads when I'm there to watch a movie by ************************

  Business Response

  Date: 01/16/2025

  Dear ********, 

  Thank you for taking the time to share your feedback with us; we always appreciate hearing from our guests. 

  We are sorry to hear of your concern regarding the upcoming feature trailers prior to your viewing of A Complete Unknown. At your earliest opportunity, please feel free to email us at **************************************** to let us know which location and date you attended. We would be happy to look into this further for you. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/24, I purchased two **** tickets to a 2/7/25 showing of Becoming Led Zeppelin at Harkins ****************** for $38.20 as a Christmas gift for my parents. On 1/3/25, a representative from Harkins ******************* Ms. ****** called to inform me the movie had been cancelled due to renovations scheduled to the **** theater at that time. She advised she would issue a refund to the credit card I used to make the purchase. Shortly after the call ended, I received an email stating the money had been refunded to my Harkins account. As I needed the funds to get my parents a different Christmas gift, I called back and spoke to Ms. ***** again, who advised she had made a mistake and would reprocess the refund to my original payment method. Shortly after she claimed this had been done, I received a notification from my bank that an additional charge of $38.20 had been made by Harkins. I asked her if she had charged me instead of processing a refund, and she said she had made another mistake and charged my card. I asked to speak to a manager, and she put Mr. ****** on the phone. He claimed to process a refund, but was unwilling to provide a receipt via text or email. He said he would keep a printed copy of the receipt for me, but I live 45 miles away. I did not have the funds available in that account for another withdrawal of that nature, and it's likely I will receive overdraft fees. I asked to keep the gift card balance of $38.20 that had been loaded on my account as compensation for the error. He said he would submit a request to guest services, but at the very least, he would be able to get me two movie passes to an **** movie of my choosing. As of today, the money has not been refunded, the gift card balance has been taken off my account, and I have not received any movie passes. When I tried to call and follow up, I was put on an extended hold and eventually hung up due to not wanting to waste even more of my time.

  Business Response

  Date: 01/09/2025

  Dear Kayleigh, 

  Thank you for reaching out! Your information was shared with the team at our ************************** for further assistance. A separate email was sent with 2 Readmit passes and a copy of your refund receipt. If you have any additional questions, please do not hesitate to ask. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

  Customer Answer

  Date: 01/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tonight I went with my wife to watch Gladiator 2 at ****************** in ******. Well before the movie starting we ordered food. The server didnt bring the check until the very end of the movie. The check was presented to me to sign, and add tip. It was very dark, so it took me longer than expected to settle up the bill, which caused me to miss most of the movies ending. The timing of requests for payment should not interfere with my watching the movie. I wasted over an hour and a half watching the movie, only to miss the ending. There is no pause button in theaters, so servers need to be more mindful when doing these transactions. I left feeling frustrated, and disappointed about the whole experience.

  Business Response

  Date: 11/25/2024

  Dear ****, 

  Thank you for taking the time to share the details of your recent experience with us. We always appreciate hearing from our guests. Your information was shared with the team at our ********************* and we understand that they have been in contact with you regarding your visit. If you have any additional questions, please let us know. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

  Customer Answer

  Date: 11/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
   
  

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to see the movie Wild Robot yesterday at Harkins Arrowhead at 2:15 pm. It was very hot out and normally when its hot they have misters on. The line had about 10 people and one person working the desk. In the past I have gone in to the desk and bought tickets. I did the same and the manager ****** was on the phone. I waited in the cool air and then when she got off the phone she gasped as if she was annoyed with me and told me they never sold tickets inside and I needed to use the kiosk (I like Harkins because generally they have kind friendly staff). I tried to let that go because again I have had some amazing experiences with Harkins, but then I went to use the restroom and it was out of order on my side. Then the butter machine was also out of order. I understand that the manager was probably stressed about the situation, but belittling me and then the elderly gentleman behind me who didnt hear her say no tickets is not appropriate. I hope she is doing better and someone can reach out to her for help. The thing that really frustrated me was the burnt popcorn from the popcorn that tasted like it was from yesterday. Again, I wouldnt have minded if it was from the day before, but burnt kernels when youre eating is disappointing.

  Business Response

  Date: 10/18/2024

  Dear ******, 

  It was a pleasure to speak with you yesterday.I appreciate the opportunity to address your concerns. As discussed, your gift card balance has been loaded with $45.50 for use during a future visit. Please feel free to log into your Harkins Awards membership to view your new balance. 

  If you ever have any additional questions or concerns, please don't hesitate to reach out to us directly at **************************************** or at ************. 

  Have a wonderful day and thank you for choosing Harkins.

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday my partner and I took his 6 year old granddaughter to see minions 4 3d. The ad had way too much *** for a child to see.

  Business Response

  Date: 07/11/2024

  Dear *******, 

  Thank you for taking the time to share your feedback with us; we always appreciate hearing from our guests. 

  We are sorry to hear of your concern regarding the ad you saw on the pre-show prior to your recent movie. We have shared your feedback with the appropriate people for review on your behalf. If you have any additional questions, please feel free to contact us at ****************************************. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to harkins theater on power road and ************* in *********************. We went with our daughter and saw ******** movie. And it took a while to get our tickets. So we finally got our tickets and we went to the stand where the popcorn was. We got 2 large drinks and two popcorn's. One was large and the other one was large and the popcorn and drinks didn't really taste good. We spent $100.00 dollars on everything. The popcorn's had kernels more then popcorn's. The diet coke didn't taste good. It was very flat soda. It was also hot In the movie theater. And when we were leaving I almost passed out in the theater. So we want our money back please. We are recovering from covid and we are on oxygen and we are a disabled couple. And I'm in a wheelchair. We want our money back. Thank you.

  Business Response

  Date: 06/04/2024

  Dear ********, 

  Thank you for your email; and for the opportunity to assist you. We know that families everywhere are looking for ways to save money and we know that we can deliver on that. Our loyalty program allows our guests to save money regardless of how many times a year they come to the movies. Our loyalty cups are reusable plastic 32oz cups. They go on sale every November and are good for the entire next year. Since they do go on sale in November, they are essentially good for 14 months worth of savings. At the time of purchase, our Loyalty cup costs $7.75, the same price as our Large drink. The difference is that every time you come you can fill it with your favorite fountain drink for only $3.00.If you enjoy popcorn we have a program for that as well. Harkins Awards members can add Popcorn Perks to their membership for only $30 and receive up to 12 months of popcorn or 36 Popcorn Awards (whichever comes first). Thats a value of over $260 and truly the best value for popcorn in the industry. We see that your Harkins Awards membership does not currently have an active Popcorn Perks. If you would like to add Popcorn Perks to your membership, please visit us at Harkins.com/Store or stop by the ***** Services counter at the theatre during your next visit.
  
  That said, we are sorry to hear that the quality of drinks and popcorn were not up to standards during your recent visit. We sincerely apologize for any inconvenience. Your information was shared with the management team at the theatre so that they may contact you personally. Unfortunately, they have been unable to reach you by phone. At your earliest opportunity, please feel free to return their call at ************ for further assistance.
  
  We do appreciate you bringing your concerns to our personal attention; and for choosing Harkins Theatres. Have a wonderful day, well see you at the movies.

  Customer Answer

  Date: 06/14/2024

  The complaint was not handled because we want our money back. We are a disabled couple.

  Business Response

  Date: 06/14/2024

  Dear ********, 

  Thank you again for reaching out. The management team at our **************************** would be happy to further discuss your experience and address your concerns. Unfortunately, they have been unable to reach you by phone. At your earliest opportunity, please contact them directly at ************ for further assistance. 

  We look forward to hearing from you. Have a wonderful day and thank you for choosing Harkins Theatres. 

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled veteran. I sat down in the theater to watch ghost busters. A surley person came over and runed my experience in a theater. I use my phone as a watch. Soi was checking the time since I can't stay In a seated position too long. Now I was seated in the disabled area. Furthermore there was maybe 3 or 4 couples in this theater. 6 or eight people. Let me tell you they were not bad people. However, the employee was and the manager didn't really seem to care about a good experience.

  Business Response

  Date: 05/28/2024

  Dear *******, 

  Thank you for taking the time to share the details of your recent visit with us; we always appreciate hearing from our guests. 

  We are sorry to hear of the trouble that you encountered during your recent visit. We apologize for any inconvenience and would like to learn more. At your earliest opportunity, can you please provide a copy of your ticket stub? We would like to share your feedback with the appropriate theatre for their review. 

  We look forward to hearing from you! Have a wonderful day and thank you for choosing Harkins Theatres. 

  Customer Answer

  Date: 05/28/2024

  you have  been  given  my number  to call me ************  and decuss what happened on the day  I watched  a movie  in the theater.  If you don't  want to talk then  you could  always  replace my money I spent  in the theater.  I was the only one with  a service  animal  in the disabled area  with  another  person.  This movie  had  very few people in it.. 

  Business Response

  Date: 05/29/2024

  Dear *******, 

  Thank you again for reaching out, it was a pleasure speaking with you on the phone today. As discussed, I have sent 2 Harkins Readmit passes and 1 Medium Popcorn Voucher to you via email to the provided email address. If you have any additional questions, please let us know. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

  Customer Answer

  Date: 06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal complaint about the way things were handled at the Harkins Theater at ****************** in ***** ** the night of March 22, 2024. I am writing to express my concern about being unjustly asked to leave the movie theater after a verbal altercation with other customers happened because they refused to move to their correct seats so I could sit in mine. I would really like to sit and watch the f****** movie, This is what I said when I first remember seeing the white male manager ************** on the scene. He said to me, I need you to be quiet. At that point I bit my lip, literally. The african american lady manager was talking to those in my seat and the ones next to them. He then said, (**************) 2 times can we continue this in the hall. I said both times I just want to sit in my seat I purchased and watch the f****** movie. The others got up after the 3rd time him asking and I sat in the seat I purchased and said I will not go anywhere until after this movie is over. Everyone left the theater for a good 30 minutes. I watched the movie quietly and then the white male manager came (**************) to me in the middle of the movie and said can you come talk in the hall. I asked/ why and he asked me again. I said no and that I want to watch the movie, thats what I paid to do. I told him as a white man who is harassing a black woman in this theater, I will *** this company out of the wassu. He then said if you do not come with me into the hall I will have to have security ****** you. I told him to do what he had to do and turned and watched the movie. I was told I was being asked to leave because I cursed at a manager. If this was the case I should have been asked to leave when I first came out of the theater upset! As a matter of fact, I was told by the white female manager at the front desk that she understood why I was upset when I was cursing. I was cursing then, and as far as I know cursing is not against the law or against any rules that I was told about in the movie theater. Not one time did I address the lady managers in a negative way or curse towards them. I went to ask them for help.I was told I was being asked to leave because I approached those who were sitting in our seat, and I should have gotten a manager. Again, the managers and the first initial contact employee knew I had asked the individuals to move. I stated that to everyone I spoke to. I was not asked to leave. I have never been informed of this in this movie theater, which I frequent, or any other theater I need to get a manager to ask someone that they are sitting in my assigned seat. This is not the first time this has happened, only the first time someone has refused to move, it seemed as it that is what they were doing. Now again I have given an objective view on this situation from my perspective. The subjective view is this. I was very angry that someone would downright refuse to move out of a seat that was not theirs. I was even more angered that someone would talk to me or my son in a way as if we were doing something wrong, letting them know we wanted our seats. I felt very disrespected by ************** from the very moment he stepped on the scene. His tone towards me versus the tone towards the others was very aggressive. When I asked why I needed to leave his tone once again became very aggressive. In no way did he make me feel as though he was trying to be objective in the situation or that he was trying to help me. Not once did he try to address me in an accommodating tone like he did the others. Although I was sitting quietly watching the movie once the others left. And the police were actually called. I would like to be contacted regarding this.

  Business Response

  Date: 03/28/2024

  Dear ******, 

  Thank you for taking the time to reach out to us with your concern. Your information was shared with the General Manager at the theatre and we understand that she has been in contact with you. If you have any additional questions, please contact us at ****************************************. 

  Have a wonderful day and thank you for choosing Harkins Theatres. 

  Customer Answer

  Date: 03/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The person at ticket window was very rude and not listening and gave me the hardest time, get to the gate to get tickets checked and she never told us which side for our movie hello or enjoy, we go to concession stand for the biggest popcorn with a refill a large *************** light ice and popcorn seasoning, the popcorn was old and cold. Once we get to our seats f13 has a ripped seat and it was very uncomfortable and to top it off the lights were bright still movie was low and quality was horrible, left early due to quality of overall visit.. very horrible and definitely a waste of 80 dollars

  Business Response

  Date: 03/18/2024

  Dear *******, 

  Thank you for your feedback. Your information was shared with the management team at our ************************** and we understand that they have been in contact with you. If you have any additional questions, please contact us at ****************************************.

  Have a wonderful day and thank you for choosing Harkins Theatres.