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Business Profile

Theatre

Regal Cinemas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

This profile includes complaints for Regal Cinemas's headquarters and its corporate-owned locations. To view all corporate locations, see

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Regal Cinemas has 137 locations, listed below.

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    Customer Complaints Summary

    • 198 total complaints in the last 3 years.
    • 68 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/03/2025

      Type:Customer Service 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 have reached out multiple times to the Regal Facility regarding my watch, but unfortunately, my efforts have been fruitless. I just returned from vacation and was shocked to learn from the manager, Niya, that my watch had been disposed of. Niya's demeanor was rather indifferent, showing no urgency to address my concerns. She informed me that my item was thrown into a compactor, leaving me with no opportunity to recover it or rectify the situation. I am extremely upset and disturbed by this outcome. In my desperation, I even attempted to call the facility again, hoping someone might be able to assist me, but my calls went unanswered. This entire experience has been incredibly frustrating, and I feel utterly helpless in resolving this matter.i would like to be contacted at (312) 933-0176 as soon as possible this is unacceptable June 13

      Business Response

      Date: 07/08/2025

      Thank you for forwarding the guest's complaint so that we can respond.  We regret any frustration this has caused, however as previously advised Regal is not responsible for lost items.

      Customer Answer

      Date: 07/15/2025

      I am writing to express my dissatisfaction regarding the response I received from Regal concerning my recent complaint. I only received your letter dated July 8 today via mail, and I must say that I am disappointed with how my issue has been handled. 

      During my conversation with the complaints department, I felt that my concerns were not taken seriously and were brushed aside. I spent $174 on a watch that, due to an unfortunate incident, ended up discarded in a disposable container, making it impossible to recover. 

      I believe this matter warrants more attention, and I would appreciate it if you could provide a more satisfactory resolution. Thank you for your understanding, and I look forward to your prompt response.
    • Initial Complaint

      Date:06/25/2025

      Type:Billing 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 have experienced 1st hand someone stealing my account , purchasing 2 tickets to mission impossible on the 24June25, 2 drinks and 2 popcorns , without having to show ID. The action occurred in NY, yet I live and currently am in NV. I was not notified that my account info has been breached and expect ID protection and reimbursement for the negligence of this business.

      Business Response

      Date: 07/16/2025

      Thank you for forwarding the guest's complaint for our response.  As advised by our Customer Relations Team, the guest will need to report any unauthorized charge directly to their bank.
    • Initial Complaint

      Date:06/18/2025

      Type:Customer Service 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.
      Paid for private watch party for 6/14 for Regal in Rock Hill, SC with instructions from ******* ******** All correspondence by email no phone number provided. Visited theater in Rock Hill on 6/10 to inquire on how my group would be seated and which theater we would be in. Mgr on duty provided me with theater 9 and insured everything would be set up for me. While there on 6/10 reserved the birthday room and paid for it from 11:30-12:30 with plans to have the group seated in time for the movie. At 1:16 the screen was still black, I got up to walk to a worker to ask when the movie would start. Was told it would be soon finally by 1:30 add started with the ads. Halfway through the ads the screen stopped again went back to find someone to ask what was the problem. Mgr on duty stated movie would restart asked for the ads to fast forward. Once movie played again the first scene was not appropriate for my group of kids, went back to find the mgr to learn what was going on. Mgr stated that the incorrect movie was loaded and it would take time to download the correct movie, How To Train A Dragon. It’s after 2 by now an hour into what should have been the movie. On the phone with another mgr who was not onsite that provided an option to check with technicians to learn how much longer and finally offered at 2:30 for my group to go to theater 12 to watch the movie. My group was there on time for the the scheduled party that started at 11:30 with an expectation for the movie to start at 1pm. Not impressed with services provided my group stated they had other plans and would not be able to spend additional time hoping that mgmt made it right. The mgr on duty did provide passes for my group for our time I assumed with a resolution that corporate would follow up with me on 6/17. Refunds were provided for concessions for the kids however now corporate wants me to return the passes given in exchange for a refund. My 10 year old watched the movie as others had to leave.

      Business Response

      Date: 07/02/2025

      Thank you for forwarding the guest's complaint and allowing us to respond.  The incorrect movie was downloaded in the auditorium where the party was seated.  The theatre apologized and as service recovery the guest was provided with 40 guest passes, a refund for the party room rental and concessions, and provided with complimentary
      collectible movie merchandise. The guest later inquired about a refund for the ticket purchase they were informed that the passes would need to be returned in order to issue that refund. 

      Customer Answer

      Date: 07/03/2025

      The passes, refund for concessions, birthday room, and merchandise was for the inconvenience of my group not getting what I paid for and my son not having any friends watch the movie which is what we paid for. I ultimately had a party there for nothing as the private viewing is the service I paid for, went to inquire ahead of time, only to be asked to return passes that were given out over 1.5 hours later. Had I known that the option was passes or refund I would have let my group of 37 people all share the frustration with staff or stream on social media outlets for lack of service. 

      Thus occurring an hour and half after the showing was scheduled and the mgr on duty is who offered these things in addition to referring me to corporate. It was no fault of mine, my son, or the guests who came at 11:30 expecting the party to end at 12:30 and movie playing at 1. Upon being directed to the next showing at 2:45 in a completely different theater no one with the exception of immediate family was able to stay. Let’s discuss the inappropriate ads that played and beginning of the incorrect movie where men were on an airplane and the next few minutes one of the men’s body exploded as the airplane door opened. All this for children ages 5-11. 

      I attempted to handle this is in a professional manner. 

    • Initial Complaint

      Date:06/09/2025

      Type:Customer Service 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 the movies on Friday, June 6, 2025, I have a three month membership with regal theaters so I go quite frequent. At my last visit, I witnessed rats the size of kittens running through the theater and Port Charlotte, Florida. So I emailed regal to let them know to cancel my subscription because I will not be going back and they responded with this email.

      Has rats running around in the theater, contacted regal and this was their response

      Thank you for taking the time to contact our office to express your concerns regarding your visit.

      Please accept our sincerest apologies for what occurred during your visit and know your comments will be forwarded to the appropriate personnel to prevent this from happening in the future.

      Our goal as Regal is to be "The Best Place to Watch a Movie" by creating memorable moviegoing experiences through our superior customer service and immersive, industry-leading audio and visual technology. We appreciate your comments as they will enable us to better meet and exceed these goals during your next visit.

      Please be advised that according to the Terms and Conditions of the Unlimited plan “IF YOU ENROLL, YOU WILL BE CHARGED SUBSCRIPTION FEES (AS DEFINED IN SECTION D.1) FOR AT LEAST AN INITIAL, NON-CANCELABLE TERM OF 3 MONTHS,” therefore, we are unable to issue a refund.

      I can confirm that your recent request to cancel your Regal Unlimited subscription has been received. Please be advised there will be no further payments, and your subscription will remain active to use until 08/04/2025. We are sorry to learn that we will be losing you as a valued Unlimited customer and hope that you have enjoyed your time with us.

      Again, we thank you for bringing this matter to our attention. We value your patronage and hope your next visit is most enjoyable.

      Sincerely,
      Sunny
      Customer Relations Team

      Business Response

      Date: 07/02/2025

      Our Customer Relations Team has contacted the guest directly and issued a gift card.
    • Initial Complaint

      Date:06/02/2025

      Type:Customer Service 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.
      Hello my name is ******* ****** I need to fill a complaint please review it below etc.

      Business Response

      Date: 06/18/2025

      Thank you for forwarding the guest's complaint for our response. The guest has also filed a complaint with the TN Division of Consumer Affairs regarding this matter.  Regal's admittance procedures are available online ************************************************* and state that:

      Regal Entertainment Group is not responsible for lost, stolen, or recovered personal items. Before leaving the auditorium, please check around your seat for any personal belongings. For assistance, contact a staff member.

      Customer Answer

      Date: 07/02/2025

      What is your supervisor contact information?
    • Initial Complaint

      Date:06/02/2025

      Type:Customer Service 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 am escalating this matter because I reported this issue and it is still not resolved after several months of contacting Regal and it has become extremely frustrating . I visited the Regal UA Kaufman Theater-35-30 38th St, Long Island City, NY 11101 for the first time and thoroughly enjoyed the movie experience. However, I was disappointed with the quality of the food and beverages I purchased during my visit.

      This was my first time trying these particular items, and unfortunately, both the popcorn and the ICEEs did not meet expectations. The popcorn had a noticeably burnt taste, and the two ICEE flavors I selected for myself and my girlfriend were not enjoyable to the point it made me feel nauseous. I've attached a screenshot from my bank statement of proof of purchase.

      I would appreciate your assistance in processing a refund for these items.

      Business Response

      Date: 06/18/2025

      Thank you for forwarding the guest's complaint for our response.  Our Customer Relations Team advised the guest they are unable to process refunds for purchases made at the theatre and directed them to contact theatre management. 

      Customer Answer

      Date: 06/19/2025

       

      Complaint: ********



      I am rejecting this response because: I have tried calling the theatre, but no one ever answers. Can you please provide me with an email for management for this direct location? I am sure you have a few for this location. I need to be able to reach them for a refund.



      Sincerely,


      ***** **

      Business Response

      Date: 07/08/2025

      The guest can contact our Customer Experience Manager directly at *******************************

    • Initial Complaint

      Date:05/23/2025

      Type:Product 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.
      Regal mobile account was hacked, they stole both the credit cards I had on file and even logged into the account to change information in the profile. Regal's website and app are not secure. Notified Regal and have yet to receive a response. Notified my bank immediately. I expect Regal to have protection available to their customers in their online spaces, feeling very frustrated and upset that these safeguards are not in place to protect customer identity and financial information. Terrible online and app security and service.

      Business Response

      Date: 05/30/2025

      Thank you for forwarding the consumer's complaint for our response. The consumer will need to contact their bank directly to dispute any unauthorized charges.
    • Initial Complaint

      Date:05/21/2025

      Type:Customer Service Issues
      Status:
      UnansweredMore 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’m have contacted Regal through Facebook messenger several times because my local theater (which is 45 minutes away) will not answer the phone. No one can provide me with a contact number or a better solution for contacting my local theater. Regal has taken customer service away and all answers are through an automated system which just gives you a run around and no answers. I am extremely unhappy with this company and the way they do business.
    • Initial Complaint

      Date:05/05/2025

      Type:Customer Service Issues
      Status:
      UnansweredMore 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 have been attending Regal for over 30 years, 2-3 times per week (please look at the Crown Club number above and you will notice I have over 1MM points earned so far.) Tonight as I was purchasing some concessions, an employee (which has seen me at that theather for many years - I have been going to that particular branch for over 25 years), yelled at me in front of many customers that if I didnt allow her to check my purse - small purse, next time, she will call the Police on me.

      When I related this to the Manager (China - first name), she stated that that was Regal's Policy. Please keep in mind this Manager and all of the Managers and all employees have seen me attending the theather twice or even 3 times per week.

      I am 60 yo and every time I go there I take my son (disabled) with me, so I am very hard to be missed.

      My question is, why is this Manager allowing the Employee to harrass me when they know me very well, and by know should know I am not taking any weapons (does she just want the employee to get the satisfaction of looking inside my purse (small).

      I would like the Headquarters Customer Service Manager to call me so I can explain further. If nothing is done, I will no longer spend my hard-earned money at Regal, I will start going to AMC Theathers.

      Thank you.
    • Initial Complaint

      Date:05/05/2025

      Type:Product 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 purchased a Captain America popcorn bucket and Captain America Shield pillow for my grandson on April 26th 2025 while I was at the movies. When I got home my grandson informed me that he no longer liked superheroes. That sucks. So I returned the merchandise back to the Regal Warren Theater in Midwest City Oklahoma on May 3rd 2025. Less than a week if you go by actual hours. With my receipt of purchase. The manager was attempting to process the refund on the screen and it would put it up there on the screen, but wouldn't finish the refund. I could see on the screen on my side $34.59 with tax, I think. She went to the back to confer with another manager and when she returned I was then informed by the manager that these were promotional items and therefore not refundable.
      There was no sign that stated that near the merchandise.
      If I would have known they were non-refundable, I would not have purchased them, I would have asked him if he liked them first, before I bought them. So now, no refund, no voucher, no nothing. Just too bad you're a sucker. I think that's wrong and I think you should refund me my money.

      Business Response

      Date: 05/30/2025

      Thank you for forwarding the consumer's complaint.  While the items purchased were not refundable, three complimentary passes, the value of which exceeds the purchase price of the items, have been added to the consumer's RCC account. 

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