Complaints

This profile includes complaints for Cinemark USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cinemark USA, Inc. has 21 locations, listed below.

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  Cinemark USA, Inc.

  3900 Dallas Pkwy Plano, TX 75093-7869

• 

  Cinemark

  367 Russell St Hadley, MA 01035

• 

  Cinemark

  3025 Disney Street Cincinnati, OH 45209

• 

  Cinemark USA, Inc.

  6001 Canal Rd Valley View, OH 44125

• 

  Cinemark USA, Inc.

  17450 Southpark Ctr Strongsville, OH 44136

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:07/11/2025

  Type:Sales and Advertising 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.

  Cinemark is advertising on ********, X, Instagram and other social media ********* that our #TheFantasticFour: First Steps collectibles are NOW AVAILABLE in theatres!I drove 3 hours to the **************** Cinemark location and they refused to sell me the advertised fantastic four galactus product, they are holding them until 7/24

  Customer Answer

  Date: 07/11/2025

  Cinemark is shipping me the advertised merchandise and has therefore completely resolved this complaint.

  Business Response

  Date: 07/12/2025

  We have attempted to call the customer 3 times today, July 12th, at different intervals. Each time a voicemail was left to ensure the customer knew who was calling, why, and what to expect. Since we were unable to reach him via phone, an email was sent to him instead. Compensation was provided to the customer as well. 

  Customer Answer

  Date: 07/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair 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.

  I ordered my popcorn bucket June 18th, supposed to ship June 27th and supposed to be delivered by July 3rd. I have reached out 5 times to customer service with NO response for 13 days. I want to cancel my order and get a refund asap.

  Customer Answer

  Date: 07/11/2025

  I was finally contacted by customer service and they refunded my money and are still sending me the popcorn bucket. this resolves my complaint. 

• Initial Complaint

  Date:06/11/2025

  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 was a paid subscriber to Cinemarks ********** for nearly a year. My account was compromised, the email address on file was changed without my consent, and over $100 in movie ticket credits that I had accrued were stolen and redeemed by an unauthorized user.What Happened:Sometime in ********, someone accessed my Cinemark account, changed the email address associated with it, and used my accumulated credits to purchase tickets. I did not authorize this, and I immediately contacted Cinemarks customer service once I noticed the activity. I emailed multiple representatives, including through their official support channel and corporate contacts, but received no help or meaningful response.Despite providing proof that I was the original subscriber (including payment history, subscription details, and email records), Cinemark failed to take action, never restored my account, and did not offer a refund or credit.Attempts Ive made to Resolve:I emailed several customer service addresses, submitted online inquiries, and waited for a reply for over a year. I have screenshots of my attempts to get assistance. No one has helped, and the issue remains unresolved to this day.Requested Resolution:I am requesting either:A full refund of the stolen ticket credits (approx. $100+)OR Restoration of my original account and credits I simply want what I paid for, or a fair compensation in return.

  Business Response

  Date: 06/12/2025

  Hello, 
  An email has been sent directly to the guest to ensure they receive the support they need.
  Cinemark Guest services 

• Initial Complaint

  Date:06/07/2025

  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.

  I have been trying for over a week to get $50 back on a gift card due to my account being hacked. I have jumped through all the hoops to verify its me. It takes DAYS to even get a response and when I do its something else to do. I need help getting the money back. Ive added new a gift card and still nothing. I provided the card number and QR code. Still nothing.

  Business Response

  Date: 06/09/2025

  I reviewed ******* case and it shows that the funds for her gift card were added on June 4th, 2025. ***** confirmed that these funds were added on June 7th, 2025.

  Customer Answer

  Date: 06/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/29/2025

  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 spent a good amount of money and my points never applied to my account and then I call then I get some pitty 50 points when it was supposed to be 100 Now I want enough point cover a ticket and concessions My account email is **************************

  Business Response

  Date: 06/02/2025

  Based on the details provided by the guest, the total points that should have been awarded for this purchase amount added up to 35. Upon receiving the guests original request, we credited their account with 50 points. Additionally, we have reached out to the guest for further clarification to determine the source of the suggested 100-point total.

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because:   First of all your lame duck of an agent said I was getting 100 points my match aint that far off . You saw I clearly paid for things and never got my points . I spent good money on your buisness and I want my points for it 

  Business Response

  Date: 06/05/2025

  Hello ********,
  Points are added to your account based on the dollar amount spent on tickets and concessions. From the images you provided, you were eligible for 35 points.
  During your initial contact with us on 5/29 when you called, you were unable to provide a receipt, so the agent applied a one-time exception and added 50 points to your account. After reviewing the previous case, we did not find any mention of 100 points being added. The agent did reference your existing balance of 103 points after he added the 50 points, but there was no indication that 100 points would be added.
  Based on this, we are unable to add any further points for the purchases you provided.

• Initial Complaint

  Date:05/29/2025

  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 preordered a sonic popcorn bucket for my nephew feb 14. it has never been mailed. i want this item mailed to me asap. My nephew wanted this. I preordered and paid . Where is it. **************** ignores me.

  Business Response

  Date: 05/30/2025

  Unfortunately, we have been experiencing delays from our vendor in receiving these products. A representative from the Cinemark Shop will be reaching out to this guest and offering a 15% discount code that they can use on the Cinemark Shop website. 

• Initial Complaint

  Date:05/23/2025

  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 purchased 1 disability tocket and 1 ticket for my Grand-daughter a few days ago oml;oine through my monthly movie club account. Prior to the movie starting and after the movie was shown I called in to styate I could not attend due to my wheelchair broke. I gave the lady manager my confirmation number and he confirmed it was not used and would immediately refund my tickets. This was not done and I'm now requesting again formally.The movie was on Monday the 19th at 3:05 PM to see Thunderbolts. The confirmation number is ******************.....at Spring-***** Movie Cinemark. Please correct my awards as time is of the essence Thank you Capt. ***** ******* ************ Retired ( disabled)

  Business Response

  Date: 05/23/2025

  Hello,

  Looking into the confirmation 10791917226627 it is showing that it was refunded in our system and the ********** credits went back into His Cinemark account. We reached out to the guest via internal ticketing system and sent him an email in regards to this.

   

• Initial Complaint

  Date:05/21/2025

  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 order the beetlejuice popcorn tin back in Sept/2024. It still hasn't arrived and I've made multiple attempts to contact someone they all just keep sending me back and forth but no answer. I originally just want to know where my item was but now I'd like a refund.

  Business Response

  Date: 05/24/2025

  Hello,

  We have sent an email to our Merchandise team to locate the guest's order and process a refund for their purchase. The Merchandise team will send an email to the guest once the refund has been processed.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair 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.

  I am a member of the movie club. Ive put my membership on pause because I didnt want to lose the credits in my account. The same day billing restarted my account was accessed by someone else and three of my movie ticket credits were used by someone in **********. Im in **********. I contacted the company and they said because my account was accessed with my credentials they cant do anything and will not put my ticket credits back in my account. I changed my password and requested the three ticket credits be put back in my account. I was told again there would be no refund or return of my tickets and was told to use a two factor authentication in the future. Im in **, have all my billing information in ** and only ever went to ** theaters. The fact that someone hacked my account from thousands of miles away and there is nothing that will be done is disheartening and frustrating as Ive been a longtime customer. I will be cancelling my membership and never visiting this theater again.

  Business Response

  Date: 06/02/2025

  We have continued communication with **** past her initial complaint on 05/17. On 05/20, we were able to verify that **** had taken the proper steps to secure her account by resetting the password and enabling two factor authentication. A one time exception had been made and her three movie club credits were restored to her account. 

  Customer Answer

  Date: 06/02/2025

  I am rejecting this response because:   Im not interested in continuing this complaint further. I would like to note I was told multiple times I would not be reimbursed for the hacked account credits that were stolen. It was only after I informed the business I submitted a BBB complaint that I was given the one time exception and my stolen credits were reimbursed. 

  Business Response

  Date: 06/03/2025

  Hello,

  In the previous case, you were requesting the addition of movie club credits while your account was not yet secured. When guests contact us regarding compromised accounts, our priority is to help them secure their account by enabling two-factor authentication and resetting their password. Both steps are necessary to ensure that only the guest has access to their own account.

  Until both security measures are applied, We are unable to proceed with further assistance until both security measures are applied. You initially contacted us on the 17th, and discussions continued until May 20th, when your account was successfully secured. After that, we were able to assist you further.

  Best Regards,

  Cinemark Guest Services

  Customer Answer

  Date: 06/03/2025

  I have reviewed the business response and accept this resolution. 
  

  Again Id like to note I was told multiple times they would not reimburse my credits until I said I submitted this complaint. Even in this forum I was told it was a one time exception, indicating they had no plans to actually assist me until they found out I escalated the issue. 

• Initial Complaint

  Date:04/29/2025

  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 am filing this complaint regarding a serious issue I experienced at a Cinemark theater in ******, Md, on Sunday April 27th. During my recent visit to watch a movie, I was bitten multiple times on my back and neck by bedbugs. This was not only extremely uncomfortable and distressing but also a significant health concern.After discovering the bites, I contacted Cinemark on two separate occasions to report the incident and seek resolution. Despite my efforts, I received no meaningful follow-up or adequate response. The company's failure to take accountability or offer any resolution has been both disappointing and unacceptable.I am bringing this matter to the attention of the Better Business Bureau in hopes that Cinemark will address this issue appropriately. I am requesting the following: A formal apology for the incident. Possible home treatment Reimbursement for emotional distress Confirmation that the theater in question has been properly inspected and treated for bedbugs to prevent future incidents.This experience has caused me significant discomfort and concern. I hope the BBB will assist in facilitating a fair and timely resolution.

  Business Response

  Date: 04/30/2025

  Hello,

  This guest contacted us on April 29th regarding their case. The guest was issued a refund for their tickets. Additionally, we have forwarded this to the theater team have this matter taken care of in a timely manner.