Complaints

This profile includes complaints for Landmark Cinemas Canada LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Landmark Cinemas Canada LP has 54 locations, listed below.

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• 

  Landmark Cinemas Canada LP

  100 Bannister Rd SE Calgary, AB T2X 3J3

• 

  Landmark Cinemas Canada LP

  129 2 St W Brooks, AB T1R 0G9

• 

  Landmark Cinemas Canada LP

  300 388 Country Hills Blvd NE Calgary, AB T3K 5J6

• 

  Landmark Cinemas Canada LP

  300 489 South Dogwood St Campbell River, BC V9W 6K6

• 

  Landmark Cinemas Canada LP

  2000 9600 93 Ave Fort St. John, BC V1J 5Z2

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:21/02/2025

  Type:Service or Repair 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 am making this attempt after multiple attempts to call them or email them 9th feb 2025 $100 gift card Gift card online transaction : Gift card was never provided Phone calls never returned Transaction order number ******** No positve response or .. response to towards solution . paid by my **** credit card

• Initial Complaint

  Date:25/01/2024

  Type:Billing 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 December 27, 2023 I purchased 3 tickets online for two separate movies showing on December 28, 2023. The shows were at 12:15pm.I had a medical emergency and had to be taken to the hospital by ambulance. On December 27, 2023 - the same day I purchased the tickets, I requested the refunds a couple of hours after purchasing the tickets using their form online. The refund request took place 12+ hours before the showing of the movies.Today is January 24, **** - after contacting them several times in different ways - because they are not very responsive - I was told they would offer 1 refund and oops they did not process the second refund and here are two vouchers. I informed them in writing that I will not accept the vouchers and want my refund for all 3 tickets sent to my credit card.The total amount is: $34.17 + $21.75 = $55.92 Today I noticed 1 refund in the amount of $20.62.I am very confused - since I paid $21.75.I am now missing a refund in the amount of: $35.30 - which is the following:$34.17 + $1.13 = $35.30 So I am entering this amount in the field below instead of the full amount of $55.92.

  Business Response

  Date: 25/01/2024

  Hello *******,

   

  Thank you for expressing your concerns regarding the refund requests. We can certainly process the 2nd refund. You should see the funds by next week. We are unsure why the theatre was not able to fulfill this. Our sincerest apologies.

  As for the amount refunded of $20.62, we do not refund online booking fees as mentioned on the pop-up when completing the refund request. This is why you will not see the full amount refunded.

  Kind Regards,

  *************************

   

  Customer Answer

  Date: 25/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  if the second refund is not processed by end of next week I will contact them again.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:24/01/2024

  Type:Billing 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.

  Date of Transaction: December 23, 2023 Amount paid $30 Business: Landmark Cinemas Nature of Dispute: False Advertisement Tried resolving the matter via email/phone calls on a number of dates Order #******** On December 23rd, I purchased a $30 gift card since Landmark Cinemas has special promotion of "spend $30+ on gift cards to get a free movie ticket". However I have never received the free movie ticket. So I emailed Landmark that I purchased $30 gift card but not received a free movie ticket. I was told to wait a refund. I replied that I want the free movie ticket rather than refund but I didn't receive any response then. I called Landmark customer service, the customer service opened a ticket but none called me back. I called them again and again, and was transferred to different numbers but the problem was not resolved. In the end, I was told that I couldn't get the free movie ticket because that I have to buy a new gift card to qualify for the free movie ticket. This is not true: 1) On the promotion page, it clearly said "And now through January 4th, ****, you'll get a FREE* Movie Ticket when you spend $30+ on movie gift cards."2) I did click the "Buy" button on the promotion page following by click the button "reload the gift card". This was a FALSE ADVERSTING and I want the free movie ticket!

  Business Response

  Date: 24/01/2024

  Hello Xiaoyue ****,

   

  Thank you for contacting us regarding your gift card purchase. We are very sorry to hear you never received the link for your free movie pass and that a swift resolution was not made available when you contacted us. As an extension of our apology, we would like to offer you two movie passes which we will send via email. 

  We look forward to welcoming you again soon.

  Kind Regards,

  *************************;

  Customer Answer

  Date: 24/01/2024

   
  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for your prompt help. I am glad that the business resolved this complaint quickly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:18/12/2023

  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 writing to express my deep disappointment and frustration regarding a recent experience at the movie theatre at the Waterloo location. I visited on December 13, 2023, to watch '*********************' movie at 10:15 pm show, as I had been eagerly anticipating its release. However, upon arriving at the theatre at 10:25 pm with my three friends, I was shocked to find the doors locked and the staff intentionally ignorant of our presence at the front doors. Despite waiting for an extended period, knocking on the doors, we could see employees inside and they simply turned away from us. It was so embarrassing for me as my friends visited me from ******* to Waterloo, especially for this movie. There was no disclaimer on the tickets that the doors would be locked at a specific time. I also have a video with the time frame to support this. This unexpected closure not only disrupted my plans but also left me feeling stranded and inconvenienced. I had made arrangements and allocated time specifically for this movie, only to be met with a closed theatre and no explanation. Such an experience is both disheartening and unacceptable. Booking Reference 1: WT8KR9Q Booking Reference 2: WTRFTM9 Moreover, upon contacting their customer support team, I was told that "gates were closed at 10:30 pm and you might have just missed it". This is not true, even until 11:00 pm they had tickets available for sale on their website. I as a customer will never choose ******************** again, even if the movie is exclusively shown at Landmark and nowhere else.

  Business Response

  Date: 17/01/2024

  Hello Mohit,

  We have reviewed your complaint regarding your visit to our Waterloo location on December 13th. As mentioned in previous correspondence, we have issued refunds for booking ID's submitted. Upon further review, we can confirm the last show of the day was at 10:15pm according to our internal movie database. No movies were shown past this time which is why the theatre doors closed when you arrived later. Please confirm you have received the refunds issued.

  Kind Regards,

  ************;

• Initial Complaint

  Date:17/01/2023

  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.

  Date of Transaction: January 5, 2023 Amount paid $30 Business: Landmark Cinemas Nature of Dispute: False Advertisement Tried resolving the matter via email on a number of dates.Order #******** On January 5th I saw Landmark Cinemas special Buy $30 in Gift Cards, get a free movie ticket that I purchased but never received a free movie ticket. On January 5th I emailed Landmark indicating I was under the impression if I purchased a $30 gift card that I would receive a free movie ticket and since I did not receive a free movie ticket, I asked for a refund.January 14th response received advising that the promotion ended on January 5th but my purchase was made on January 5th so on January 14th I again asked for a refund. January 17th response received advising no refunds are provided.This is pure FALSE ADVERSTING and I want a full refund because I never would have purchased the $30 gift card.

  Business Response

  Date: 18/01/2023

  We have emailed the guest directly regarding the option to provide her with the free admit or escalate for a refund via *******. We are currently waiting on a reply to resolve the matter.

  Kind Regards,

  Guest Services 

  Customer Answer

  Date: 23/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2022

  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 July 2, 2022 I attempted to purchase 2 tickets to watch the new Minions movie with my wife at the ********* Landmark Theatre. I used the online ticket purchasing option for this. At what I believed would be the completion of my transaction I received an error message alerting me that my transaction had failed. I attempted to purchase the tickets again, and I noticed that the original seats I selected were no longer available so I assumed it was a timing glitch that me and another person attempted to buy the same seats at the same time and I was slower. Again at the end of my transaction I received an error that it was not completed. I did not receiver any further confirmation or ticket email from the transactions but I decided to check my credit card just in case. I was twice charged $27.28 despite the transactions failing. I attempted to use their online contact service, but I could not request a refund as I did not have the required details (payment or ticketing confirmation numbers). I anticipated a response from the company as they advertise they will respond within 48 hours if requested. A couple weeks passed by and no contact was made. I again submitted a general inquiry for contact outlining that I purchased the tickets multiple times without receiving the tickets or a refund and once again I was ignored. A third complaint on this manner was submitted following the ignored second contact and that was also ignored.

  Business Response

  Date: 10/08/2022

  Dear ******,
  
  Thank you for alerting us of these issues. We sincerely apologize for the delay in reply. It appears two of these attempts were not directed to the ************************** The theatre attempted to call you on July 25th. They left you a voice message requesting additional information however, they did not hear back from you.
  
  Over the Canada Day long weekend, we experienced a system glitch which did not generate an email confirmation for your purchase. After some investigating, we were able to find the charges on your card. Our sincerest apologies for this.Our IT team has rectified this problem. We have processed the refunds for both transactions on our end, and you should see the funds return within the next 5-7 business days.
  
  As an extension of our apology, we would like to offer you two movie passes. You may redeem them online or in-theatre. Please confirm this is the best email to send those to.
  
  Thank you for your patience in this matter. We appreciate your loyalty and look forward to welcoming you soon.
  
  Kind Regards,
  
  Guest Services
  

  Customer Answer

  Date: 10/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************