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Business Profile

Theatre

Flagship Cinemas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

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

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Flagship Cinemas has 21 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 reporting for my son **** *****. This happened at Flagship theater in *********. Here is his story:So what I can assume is a misunderstanding I was removed from the theaters while I was leaving the bathroom this all started because I noticed the service closet was open and a bottle of bleach was on the floor maybe 1ft from the bathroom when I came out I went to pick it up so I can find a manager but as I turned around to find one a lady at the end of the hallway told me too leave and I wasnt in a mood to argue so I listened and left thinking my friends could get a refund however so they asked and the lady originally said that she would pay them back however immediately after she saw the time the movie was supposed to start the lady was very rude to them and even yelled at one of them when they asked about getting their money back

    • Initial Complaint

      Date:07/03/2023

      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.
      Date : June 30th 2023. Went to the location in Monroe **. Purchased tickets and food. Paid for the tickets and food, the card reader said APPROVED. The girl cashing told me it didnt go through I show her the card reader which still said APPROVED. She went to talk to another employee who claims she is the manager. The first thing she yells is your card wasnt charged my system doesnt show that you were charged I immediately stoped her and asked how does she know I wasnt charged without me checking my bank app? I check my account online and THERE IS THE CHARGE. this manager countinued to argue that their system doesnt show that they received the money ! How ridiculous is that statement. Long story short is that she refused to acknowledge the payment with the companys name and the exact amount. I had to pay again. So they charged me twice ! For a malfunction of their system. What if I didnt have any more money. The company should not have to pay for a companys glitch in their system.

      Business Response

      Date: 07/05/2023

      Hello,

       

      Thank you for reaching out, and please accept my sincere apologies for the incident that took place.  I am going to immediately investigate and address this issue.

      In the meantime, if you can provide your mailing address to: ******************************** I can send you some complimentary passes to give our Monroe location another try.

       

      Kind regards,

      *****

    • Initial Complaint

      Date:05/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      My daughter and I decided to go see a late movie at the Flagship Movie theater. We purchased tickets online for a 10:10pm showing. When we arrived at the theater the doors were locked and several people were walking away from the theater. We decided to try to get the attention of the movie staff because we could clearly see staff mopping the floor and several staff members at the counter and walking around. They clearly could see us but they continued to ignore us for over 15 mins or more. We then decided to try calling the theater over 10 times and no one answered. This is all happening while we are knocking on the door and they are purposely ignoring us. Maybe 20 mins into this they sent an officer out and he seemed bothered with us being there and I said to him sir we were trying to get the attention of the staff because we have tickets for a 10:10 show and the doors were locked. He immediately and very rudely asked us to show him our tickets. We showed him the tickets and he then said well you can go watch your show. I then said No, I want to see a manager because we've been outside for almost 30 mins missing a lot of the show and you all clearly ignored us. I asked him when do the doors lock and he said 10:10. That confused me and makes no sense to me particularly if you have a 10:10 showing. He then hands me 2 blue tickets and a card for the General Manager, *********************, whom I have called several times including that evening, ****************** has not once returned my calls and I actually spoke with a young lady who told me that ****************** would call me back and he had my name and info. That never happened, I was also given the manager's name (*****) on that night. Honestly, I am a professional and this whole situation is unbelievable to me. It's really sad and it makes this business look really bad. I would like to have a refund. We never got to see our show. Obviously, I definitely don't want to do business with anyone who would okay this type of behavior.

    Flagship Cinemas is NOT a BBB Accredited Business.

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