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Business Profile

Family Entertainment

AMC Entertainment

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

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

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AMC Entertainment has 89 locations, listed below.

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    Customer Complaints Summary

    • 308 total complaints in the last 3 years.
    • 103 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:03/05/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Purchased a product from this company and the description and images provided look entirely different than the product shipped. The website says all sales are final, but they sent me a product that doesn’t resemble what they advertised online. When trying to log back into amctheatersmerchandise they have now closed the link to the ghostbusters popcorn bucket. Have reached out to the company with no answer for over 48hrs.

      Business Response

      Date: 03/05/2024

      The appropriate internal parties at our corporate offices have been notified regarding this concern. A representative should be reaching out soon to assist with refunding the guest's original purchase.

      Customer Answer

      Date: 03/05/2024

       

      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.




      Sincerely,



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

    • Initial Complaint

      Date:01/17/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Nov 22, 2023 I saw a charge post on my ***** *** alert. It was for an annual subscription to AMC+ streaming service. I checked my account and my subscription is good until February 2024.
      When I asked it was found that this charge was to a subscription to another email that I didn’t have access to when I stopped working there. I dispute the charge through ***** *** but they said AMC+ had sufficient evidence to charge me. Sorely disappointed in AMC+. I do watch their shows on the account I have but to be charged for another subscription is wrong.

      Business Response

      Date: 01/17/2024

      AMC Theatres has no connection to the AMC+ subscription from the AMC Television Network. The AMC Television Network would need to be contacted directly for further support.

      Customer Answer

      Date: 01/17/2024



      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.




      Sincerely,



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

    • Initial Complaint

      Date:01/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 bought a few tickets for a Dec 2nd showing of a movie at the AMC the Americana on Brand (in Glendale, CA) at 12pm about 2-3 weeks beforehand--it was for the ******* movie. Since I was buying tickets for some friends as well, I sent them a screenshot of the time and address. When I checked my virtual ticket on the AMC app a day or two before the actual showing, I noticed the time changed, but thought it was a glitch. The day of, I checked the app again and went to the actual AMC website. The time I purchased the ticket for, was moved up by 15 minutes and they even adjusted it on my virtual AMC ticket on the app. I, as well as the rest of my party. arrived late to the movie and when I asked to speak to the manager he never showed. I reached out to AMC corporate and they said that they don't do refunds even when they changed the movie time AFTER I already purchased the tickets.

      Business Response

      Date: 01/16/2024

      Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance with this concern. Incident ************* for reference, if needed.

    • Initial Complaint

      Date:01/16/2024

      Type:Product Issues
      Status:
      Answered
      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 Oct 9th I ordered online from ************ a gingerbread couple. The shipped the item but I never received it. From tracking the item it went to AK and I live in La. I reached out to the co. but they never responded so on Oct 26th I reached out to my cc co. At first the credited my account after I provided them documentation of a tracking # showing the item was never delivered to me. On Nov 27th amc visa emailed me this


      Hi ******,

      We've looked into your dispute claim on your AMC Entertainment VISA Card and found that no errors have occurred. No funds will be credited as a result of the claim. I had 10 days to respond to their decision and I did. Twice in the 10 days and then w/phone calls when I didn't get any response. I've called them every week for almost 2 months not being able to speak w/someone to help me, just being told I need to speak w/dispute dept, but they can't take any phone calls so I have to email them and wait for them to contact me. I was instructed to email them again and still no answer. I should not be have to pay for an item I didn't rec' when I have proof of it. It seems like they couldn't get in touch w/com either and I have to pay for something they have insured through the cc com. I've never heard of a cc co that wants their consumer to pay for items they can see didn't make it to their home. I'm unable to upload documents due to they are too large. If it's possible I can email them

      Business Response

      Date: 01/16/2024

      Support for the AMC Entertainment Visa Card is handled by the card servicer, ******** We recommend reaching out to the credit card servicer* *******, for further details at ************ or
      ***************************m and they will be happy to help.

      Business Response

      Date: 01/17/2024

      Unfortunately, transaction disputes can only be handled by *******, the credit card servicer. ******* would need to be contacted again at ************ or ***************************m for further assistance with this.

      Customer Answer

      Date: 01/22/2024

      I don't understand how you came to that conclusion when everytime i call or email them I never get a response. I laways get the same answer for 2 months without any resolution.

    • Initial Complaint

      Date:01/08/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 just had an extremely rude and unacceptable interaction with the manger at the DeKalb, Illinois theater. I purchased 4 tickets from the AMC app. When we arrived we were told our movie had started at 5:45. I showed him my electronic tickets which stated the name movie started at 6:45. He proceeded to tell me that AMC doesn’t honor the app because they have nothing to do with it and its run by a third party. He was very rude and surly. He was rude to the employee who originally helped us. I told him he was of no help and that he was rude. He smirked and said he was sorry I felt that way. I told him that he wasn’t sorry and didn’t seem to care at all. He told me ma’am you can think that. He kept raising his voice and we told him he could tone down his voice. This man does not belong in a managerial position.
      I want to be reimbursed for my 4 tickets and my ***** memberships. He told me he wouldn’t do that, handed me a card, which had no direct contact with a human being.

      Business Response

      Date: 01/08/2024

      The guest reached out to us directly through ********.  We have spoken with the guest to resolve the issue directly and refunds have been issued for the ticket order and AMC ***** membership order.  The guest should see these refunds reflected on their account within 5 business days.

      Customer Answer

      Date: 01/08/2024

       

      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.




      Sincerely,



      ****** *****

    • Initial Complaint

      Date:01/01/2024

      Type:Billing Issues
      Status:
      Answered
      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 had a billing issue last year where AMC credited us a free year of service. They then continued to charge us the renewal charge and never gave us the free year of membership. They just keep extending our membership an extra year instead of refunding/not charging us for a year membership. Last year it said our membership was good for 2 years, 2022-expiring December 2024. Now it says expires December 2025. I want my money back for this year’s membership and to use this year as my free year membership. Please fix promptly.

      Business Response

      Date: 01/02/2024

      Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.

    • Initial Complaint

      Date:01/01/2024

      Type:Billing Issues
      Status:
      Resolved
      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 requested a gold/silver ticket voucher replacement in May 2022 and never heard back from them even though I followed the directions on their Website to a T. After seeing all the other complains on BBB. I believe they are purposely not trying to honor their past gift cards/ticket vouchers. This is the worst customer experience I have ever had and I will not be supporting them ever again if they don’t make this right. They have lost a life long customer.

      Business Response

      Date: 01/03/2024

      Reviewed details provided.
      Guest has been contacted by AMC Guest Services team for assistance.
      Incident ************* for reference, if needed.

      Business Response

      Date: 01/03/2024

      We have already followed up with this guest via email for more information on 01/03/2024 at 11:39am CT. Guest replied back, and we responded to them on 01/03/2024 at 12:42pm CT. Guest has been informed the appropriate teams have been notified regarding the status of their replacements and we will notify them once we have an update.

      Customer Answer

      Date: 01/09/2024

       

      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. They finally just emailed me replacement black tickets. Appreciate all the help from BBB to twist their arms and put them on record for solving customer issues and not letting me fall by the wayside like they did for over a year before BBB applied pressure. 


      Sincerely,



      ****** *

    • Initial Complaint

      Date:12/15/2023

      Type:Billing Issues
      Status:
      Resolved
      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 had a $25 gift card.

      I redeemed just over $8 on it in August 2023.

      I redeemed the remaining $16 and change for tickets on the app 2 weeks ago.

      When it got to be a few hours before the movie, we realized we were going to be late, so we cancelled our reservation for a full refund and wanted to repurchase tickets for the next showing, but our gift card was not showing up. No problem, we thought, it would show up in a bit. So we used our debit card to re-buy tickets.

      Weeks go buy and our gift card still says $0. We want to see a movie tonight, so we call AMC to figure out what is going on, and they say that it will take THREE WEEKS to get a resolution on this.

      This is outright theft.

      Business Response

      Date: 12/15/2023

      We have reached out to this guest via email to obtain more details regarding the online ticket purchase transaction, so we can assist with reviewing the transaction and determine if we can provide the requested refund.

      Business Response

      Date: 12/15/2023

      Funds were refunded to a separate e-gift card that was delivered to the email address originally associated with the transaction. Customer was informed of the funds being delivered via a new, e-gift card as opposed to the original card, and it was coordinated that this e-gift card would be sent again, now to their preferred email address. No further communication received after this.   

      Customer Answer

      Date: 12/20/2023

       

      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:11/27/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      AMC Theaters bought out ******* ******** and promised to convert ******* gift cards to AMC gift card. I submitted the request as instructed and did not receive a response. Again, on June 4th 2023, I submitted another email request. I have been in contact with AMC's customer service via Messenger since then. They keep telling me that they are asking the gift card department for an update but are not receiving a response.

      Business Response

      Date: 11/27/2023

      Hello ********

       

      I apologize for any trouble receiving the replacement.  Our gift cards team has confirmed that the replacement was sent on 10/24/2023.  We reached out to them again today and they are resending the replacement, which you should receive within a few days.  Please check your spam, junk, and promotional emails if you do not see it in your inbox as our emails sometimes get filtered incorrectly.  

    • Initial Complaint

      Date:10/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 2 tickets for the Taylor Swift movie on August 31, 2023 for the movie scheduled on October 13, 2023 at 7pm.

      I went to the movie theatre and was told that refunds have to be requested online. I purchased replacement tickets with a friend for the 6:30 pm show.

      I attempted to file for the refund online but it directs you to contact AMC Theatres through Facebook or Instagram. I had to download the messenger app to contact them through Facebook and request a refund which was done at noon on October 13, 2023.

      Since then I’ve gotten conflicting messages from AMC: one said file for a refund through the link at t(e bottom of your ticket to no refunds are given.

      I have sent several messages to AMC and receive different answers. I filed a complaint with the NC DOJ as you are unable to either email or call AMC Theatres because this method of is not available. The telephone number on their website states that it is not supported and you must contact them through Facebook or Instagram.

      It has been a very difficult to seek a refund for tickets never used.

      Business Response

      Date: 10/20/2023

      We were able to locate guest's communication and have processed a refund for this guest's online ticket purchase. Guest should receive an email with refund details shortly.

      Customer Answer

      Date: 10/21/2023

      Hello

      A refund was processed for $42.47.  I paid $47.15. 

      Thank you.

    AMC Entertainment is NOT a BBB Accredited Business.

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