Business Profile

Family Entertainment

AMC Entertainment

Headquarters

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Complaints

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

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.

Initial Complaint
Date:12/21/2022
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.
Purchased 4 tickets for a movie and expected reclining seats and food delivered. Seats did not recline and very uncomfortable. Food was not delivered and was told they were behind when inquired at the counter. Credit card company does not have dispute rights with AMC. No way to contact company by phone and unable to locate an email address. Website takes you in a loop and will not allow a refund request after date of event.
Business Response
Date: 12/22/2022
We are sorry to hear your visit did not meet expectations. We would also be upset if our seats were uncomfortable and ordered food did not arrive. We have requested a refund for your online food order. Please allow up to 5 business days for this to process. Unfortunately, we are unable to request refunds for tickets after the printed showtime. However, for the inconveniences, we would like to offer 4 guest passes for you to enjoy another visit on us. These should arrive to the email address associated with your online order within 3 business days.
Customer Answer
Date: 01/05/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: First, thank you for responding to my complaint. This process would have been much simpler had AMC provided a customer service pathway to contact other than Facebook and twitter such as phone or email and filing a complaint through the bbb. Second, thank you for partially refunding the amount paid for food and delivery. I will accept the amount not refunded as a lesson learned on my part and not to be repeated.
I requested a full refund for movie admittance to your business due to poor service and lack of comfort that was advertised on your website. Free tickets while appreciated, are not a resolution for my experience, why would I want to submit myself to the same a second time? My first thought was to give away these tickets to someone but later decided to destroy and not submit four more to the same poor service and lack of comfort. Thank you again for taking the time to respond to my complaint and attempt to resolve by providing a partial refund and complimentary tickets.
Regards,

*** ******
Business Response
Date: 01/06/2023
The remainder of the balance for the concession purchase has been refunded. The passes were offered to provide guest with an opportunity to return to visit the theatre to watch another movie at no cost. The passes are good for any show - including premium formats such as Dolby Cinema, AMC Prime, IMAX, etc. - and can be used at any AMC Theatre. (An approx. $85 value if used for an evening Dolby Cinema presentation at our Veterans 24 location - where guest previously visited.)
Customer Answer
Date: 01/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

Thank you but again I do not wish to go to any AMC in the future after my experience.
Regards,

*** ******
Initial Complaint
Date:12/15/2022
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 was given gift cards for AMC. I tried to use them and was unable to. I have called and they gave me an email to assist me. I have sent them pictures of it and all the information of everything they asked. They told me they were going to send me digital gift cards but they have yet to send me any information about the gift cards. I have 3 cards with $25 each on them.
Business Response
Date: 12/14/2022
Reaching out to guest via email to assist further with reviewing this concern and to provide a status on replacements.
Initial Complaint
Date:12/14/2022
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 12/14 I was charged an exorbitant convenience fee with my purchase of 5 tickets online for a showing that evening. The convenience fee amount was not itemized/displayed until after the transaction was complete on the mobile platform. I am unwilling to pay a fee that is nearly the price of an additional ticket for "convenience" when the checkout process was deceptive and not at all convenient, (it took 4 attempts to complete the purchase due to repeated error screens). I immediately put in a refund request only to be informed (again only after the request was already processed) that the convenience fees are non-refundable. Not only that, but the amount not refunded was exactly $13.39, while the convenience fee was $12 and change. This is truly taking advantage of the customer. I feel as if I have been robbed. I tried every avenue to speak with a customer service rep in order to cancel the refund request - if they are going to charge me outrageous fees my family would at least like to have seen the movie. It will now apparently take 7 business days for the refund to process, not including the fees, and/or 4 hours for someone to respond to me on their Facebook or Twitter. AMC has wrongfully taken money from my account and is now making it impossible to rectify the situation. I do not accept this as a solution and am requesting a complete refund.
Business Response
Date: 12/14/2022
We apologize for any confusion regarding the convenience fees (which are displayed/noted on the confirm purchase page of our website, prior to completing the purchase, see attached image). Fees of this sort are typical with purchasing of online tickets as they contribute to the costs of maintaining the website and app. You will not be charged a service fee for ordering ahead at the theatre. As a one-time only exception, we have processed a refund for these convenience fees.
Customer Answer
Date: 12/14/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: the refund that was just sent to my email address following the business response still does not include the convenience fee, as offered. The gift card reflects a refund of $1.61 when it should have a total of $15.00. If AMC is truly refunding the convenience fee as a one-time exception, the difference is $13.39.

Regards,

******* *****
Business Response
Date: 12/14/2022
Our apologies, but the system is not allowing us to process a refund for these fees. To resolve this concern, I'm happy to have a set of vouchers for a Free Popcorn and a Free Drink emailed to the guest (an approx. $15 value). These should arrive via email within the next 3-5 business days.
Customer Answer
Date: 12/14/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:This is not an acceptable resolution. As easily as AMC was able to charge me $13.39 they are able to refund it. As the situation currently stands, I spent $94.04 and only $80.65 has been returned.
I am not interested in an approximate amount in the form of popcorn and soda to substitute the money you all have taken, especially considering the mark up you charge on kernels of corn.
I would not have been purchasing concessions because my family has allergies and is unable to even consume them.
The acceptable resolution is a refund of the fees you charged me.

Regards,

******* *****
Business Response
Date: 12/15/2022
Unfortunately, due to the form of payment unable to be refunded (gift card), we would be able to offer 2 guest passes as a one-time exception. These are accepted anytime through the expiration date, for any movie excluding special events. If this is acceptable, please let us know, and we will have them sent to your email address within 3-5 business days.
Customer Answer
Date: 12/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
AMC, thank you for explaining that the issue was with the form of payment as a gift card. This makes sense and I appreciate you replacing it with the equal value of a movie ticket. It would have been so wonderful to be able to reach out to an actual person who could have helped navigate the situation, and possibly avoided the upset altogether. Thank you again.
Regards,

******* *****
Initial Complaint
Date:11/30/2022
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 October 23, 2022 AMC Online billed me $23.48 on my credit card. I have not used AMC this year that I recall and don't remember signing up for it. Online my profile is not completed. AMC does not receive phone calls but says will communicate on website. Online one can order services but can't contact anyone. There is no way to discontinue 'service' nor to be reimbursed.
Business Response
Date: 12/01/2022
I'm sorry for any issue with reaching out to AMC Theatres. You can always submit your concerns to www.amctheatres.com/contact. After reviewing the concern, we were able to locate a ticket purchase associated with your information and matching the description provided. This order was for 2 Senior Tickets for AMC NEWCITY 14 for 'Punch 9 for Harold Washington' on 10/23/2022 at 11:00 AM. We do not provide refunds after printed showtime. If you do not recognize this purchase, please reach out to your banking institution to begin the formal dispute process. My apologies for any inconvenience.
Customer Answer
Date: 12/01/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18486070, and find that this resolution is satisfactory to me.
I apologize because I did purchase AMC tickets that I had forgotten about.
However, it is not true when they say you can leave comments on the website - at least that I could find after diligent searching.

Regards,

***** ****** ******
Initial Complaint
Date:11/28/2022
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.
Good morning,

I went to see the double feature black panther Wakanda forever movie at your 42nd street time square location in NYC, and I went to the concession stand to buy popcorn, drink, and the black panther special edition popcorn bucket, which is a bit damage, and I didn't notice it until after the fact. The other issue is that the lady over charged me for what I order because the black panther special edition popcorn bucket comes with popcorn, and I didn't want them in that so all she had to do was put the popcorn in a separate bucket and charge me for the drink or whatever else I ordered, but she charge me for the drink and another popcorn and that was not how it was done customer service wise the last time the movies had a special edition bucket (the last time I was just charged for a drink). Please fix this issue. Thank you!

Best,
Business Response
Date: 11/29/2022
Reviewed details provided by guest. Unfortunately, no purchase details were provided to review. Please reach out to AMC Support for additional assistance with this at: https://www.amctheatres.com/contact. Please include details on your purchase, including order number and receipt. The AMC Support team would be happy to help address this for you.
Business Response
Date: 12/15/2022
Thank you for sending the receipts for your in-theatre purchase. We are unable to refund items after the purchase date. However, I have added 15,000 points to your AMC Stubs Premiere account. These can be converted to $15 in rewards and used towards tickets or concession purchases.
Customer Answer
Date: 12/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. Thanks!

Regards,

****** *****
Initial Complaint
Date:11/21/2022
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.
Saturday November 19th my wife and I purchased tickets for the new Black Panther movie, I spent $30 for the movie and $30 from the concession stand. During the entire movie, the theater was quite cold, and there were many complaints by the customers throughout the movie time. When I got out to talk to someone in regards to the temperature, a lady/employer had got into the movie theater went to the back room, but no change throughout the duration of the movie and buy the employers attitude didn’t seem like she wanted to do anything about. It was very disappointed in her approach to the situation. We wanted to enjoy the experience of the movie in the derby theater, but wasted $60 on a cold movie experience.
Initial Complaint
Date:11/18/2022
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.
Last week on the morning of November 12, 2022, I was eagerly looking forward to attending an event at one of your theaters (AMC Montgomery 16). After weeks of gauging interest with my social group of local Black female physicians in the DC area, I went online and finalized a private theater rental (Ticket Confirmation ***********) on October 15, 2022.
You can imagine the severe disappointment I felt the afternoon of November 12, 2022, when I received an email from a local manager (********* *******) at 1:17pm informing me that due to unfortunate events they would be unable to accommodate my private screening that day. They eventually agreed to accommodate us within general audience showings that day. I was informed that my party and I would be given free soft drinks, and I would have to come to the theatre to repurchase the tickets before the showing since a refund was already issued.
I arrived at the theatre at 4:45pm at which time the main manager arrived and accused me of cussing and being inappropriate with the shift manager earlier that day. I informed them that perhaps someone was mistaken. Perhaps they had confused me with another patron because I do not use that language. When I approach the earlier shift manager for clarification, they stated “well, you were upset.” I again reiterated that I may have been upset but I did not use any inappropriate language.
This entire ordeal left me distraught and ruined the movie experience that night for my friends and I. As a Black female physician veteran who has worked in service to this country for over 13 years, I was shocked. I felt disrespected and the situation appeared deceitful, leaving me to question if the lie was told to avoid accommodating us. What was supposed to be a happy social occasion with friends turned into a nightmare. Not only was our private showing canceled last minute but my character was also called into question.
I am requesting a full refund and will be contacting the corporate office.
Initial Complaint
Date:11/16/2022
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 ordered a movie from AMC on Demand ****** *********** They sent me a link to watch the movie, but the link only connected to the trailer. I sent them two emails requesting either the movie or a refund. I got automatic replies both times with no additional information or any help. I think they just stole $20 from me.
Business Response
Date: 11/30/2022
Guest was refunded in full on 11/20 to the ***** account that was originally used in the purchase.
Initial Complaint
Date:11/15/2022
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.
Complaint#1 - On Tuesday's (discount) movies and popcorn and ICEE. On October 18, 2022, at 6:15pm, AMC Southlake, 7065 Mount Zion RD, Morrow, GA 30260- PURSED A MOVIE AND POPCORN ICEE Special was overcharged for the popcorn by $10.35

Complaint #2- On Tuesday November 15, 2022, pursed ticked (discount) Tuesday's ...tickets are $5.00 all day, charged $3.78

Nereded a total refund of $14.13
Business Response
Date: 11/17/2022
In reviewing these two purchases listed with the guest's AMC Stubs Insider account, I see that the order on 10/18 was not placed for the discounted concession items, and the tickets from 11/15 were for a 3D title. Our Discount Tuesday offers in concessions is for a small popcorn and small fountain drink, a regular popcorn and Icee were purchased. Our $5 discount Tuesday tickets apply to the base ticket price, with surcharges still applicable to premium formats, including 3D. More information on our Discount Tuesday deals can be found here: **********************************************
Initial Complaint
Date:11/14/2022
Type:Delivery 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.
Purchased an item back in July and decided I no longer wanted it. I just want a full refund and due to the fact the item hasn’t even shipped yet I figured it would be easy. Was told “they are unable to process any refund at this time” and pretty much dismissed me. Horrible business practices.
Business Response
Date: 11/15/2022
Unfortunately, all sales made on the AMC Movie Merchandise website are final. You
should receive this sometime in November, if you received a confirmation email
of the pre-order purchase in July. When it ships from our warehouse, you will
receive a separate confirmation email with tracking information. Thank you
again for your patience.
Customer Answer
Date: 11/16/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

Regards,

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

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AMC Entertainment is NOT a BBB Accredited Business.