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Business Profile

Theatre

Cinemark USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

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

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

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    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 42 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2025

      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.
      I ordered a 50 dlooar gift card for my grandsons birthday. They charged my credit card ending in 3523 and my the card was never received. I made three inquires about a refund given the couldn't provide me with answer as to what happened to purchased gift card. I want a refund on my credit card.

    • Initial Complaint

      Date:01/21/2025

      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.
      Since October 2024 I dont have receive my package and nobody wants to help me. I have sent over ************************************************************************************************************** December. First they say the direction was invalid I write another one in the ** and no more answers. When I go to their principal site there one email but when you write to them they say thats not the email that can help me. This is the one I am writing for help and answers ************************************** Order no: ************ It was a Venom Last Dance Bucket. I paid *****

      Customer Answer

      Date: 01/23/2025

      The white email is from today, the other one is from December 6. Basically the same email. 

      Business Response

      Date: 02/01/2025

      The Cinemark shop is managed by a 3rd party called snow commerce, we have already notified the key contacts to respond to this guest as soon as possible with the update.

      Customer Answer

      Date: 02/03/2025

      I am rejecting this response because: Again the package says that its in *********, **. Same place since the first package. Both of the tracking number is stuck in the same place. Since Jan 28 it doesnt have an update. I attached with of the tracking, the ***** is the actual tracking and the other one is the one sent in October. 

    • Initial Complaint

      Date:01/04/2025

      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.
      When attempting to log into my Cinemark on line account on 01/04/2025 I could not. I called Cinemark customer ************** could not find my account that I should have had multiple credits on since I hadn't used the account in some time. The representative search me through my phone number & found an account with a whole different email address (I had never authorized an email change). According to the representative someone in the state of ********** had gained access to my account & had started to use my credits in November of 2024. On a day and age were we have 2nd level verification methods, why didn't anyone from Cinemark email the original email asking if a change of email was in fact the account owner? I called to create a case with cinemark customer service (CASE# ******************* but they advised someone wouldn't be in touch until ***** hrs. We were trying to use the stacked up credits I had saved for today.

      Business Response

      Date: 02/01/2025

      The guest account was compromised so we verified their billing and assisted the guest by restoring access to their account. We also restored the guest missing credits to the guests account as an exception and added 2 credits/tickets to their account for the inconvenience. The guest is no longer needing assistance as we were able to help them on our end on 01/06/25.

      Customer Answer

      Date: 02/04/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/30/2024

      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.
      On 12-29-24 my wife and I bought tickets for the Homestead movie at 1:45 PM at the CINEMARK *************************************** location. I bought a XL Popcorn and to Large drinks. The cashier at register #1 rang it up at $25.55. I gave the cashier a $100.00 bill. The cashier gave me back $54.45. I immediately told the cashier he owed me another $20.00. The cashier told me that is what the cash register said to give me back. The cashier got a calculator and said that I was correct. The cashier left to get the manager. After about 10 minutes the Manager ******* came and opened the cash drawer. Manager ******* avoided eye contact with me, never apologized or said a word and quickly walked away after opening the cash registers drawer. The cashier then gave me the $20 he shorted me, and we had to hurry to make the movie. Since no receipt was available, I have no idea if what the charged us of the popcorn and drinks were even correct. Either the cash register is shorting people or the cashier, MANAGER ******* or both are running a scam and shorting people on purpose to steal their money. I attempted to submit complaint with CINEMARK and their site would not let me.

      Business Response

      Date: 01/07/2025

      We were able to locate a record of what we believe to be ******** concession purchase.  This transaction mostly matches the details provided. We provided a screenshot of the transaction for reference to ****** and also apologized for the inconvenience. Since we are unable to refund cash transactions directly through *************** we have instead provided two Prepaid admission tickets for the inconvenience. 

    • Initial Complaint

      Date:12/30/2024

      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.
      On December 20th, 2024, The Release Date for Sonic the Hedgehog 3, I took my family, (my 3 kids and husband) to our nearby Cinemark Theater to watch the new Sonic movie. I bought tickets way in advance because my 4 year old Son is the biggest Sonic fan and could not wait to see the movie. We were super excited to enjoy the movie and get my son a whole bunch of cool Sonic Merchandise to make his movie watching experience the best and most exciting possible. Prior to going to the theater, my daughters showed him all the sonic merch that was going to be released for the movie from Cinemark and Regal theaters so he already knew what he wanted and was beyond excited. When we get to the Theater and get in line for merchandise and snacks, we see NOTHING Sonic related!! No Merch, No snacks!! I immediately get out of line and speak to an employee about why I'm not seeing anything Sonic!? The employee states that they haven't had any Sonic Merchandise for a long time. But how could this be??? The Movie just came out that day, (yes I do know they have early release the night before). I proceed to talk to the manager to ask why they don't have any Sonic merch, not even a popcorn bucket or drink, to which he tells me that they got a few things in like 2 or 3 weeks prior to the movie being released so they sold out then. How insane is it that we buy movie tickets way in advanced for the DAY the movie comes out and cannot give my Son the best most exciting experience because any merchandise for that movie was sold out weeks before the release date!!!??? I cannot make sense of that!! I could understand selling some early but to not have a large shipment of merch for a KIDS movie for the weekend it comes out is not showing that you care about your customers or young audience. Terrible business ethic.

      Business Response

      Date: 01/07/2025

      We have reached out to ****** and informed her that Film Studios often indicate when they want these promotional items to go on sale so they can be used as advertising for the upcoming movie. We encouraged ****** to follow us on ************ so she can stay up to date with future merchandise releases and added a ********** Credit (free ticket voucher) to her Cinemark account for the inconvenience of the issue. 

    • Initial Complaint

      Date:12/11/2024

      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.
      I purchased 4 items from the ******************************* website on 11/13/24. At the time, there was no indication for each item on the website that there was a delay in shipping and I paid almost $25 to ***** the items. Per their website FAQs, it can take several business days to receive and that I would receive an email with tracking information once the items have shipped. Well, I have received one 1 of the 4 items to this day (the Moana 2 splash popcorn bucket). I did not receive and email from Cinemark notifying me that the item shipped. It just showed up. As for the other 3 items, I have sent no less than 8 emails inquiring the date the other 3 items would ship. The items are the Moana 2 popcorn bucket necklace, Moana character cup and topper set, and Moana peekaboo popcorn bucket. At first they said the items will ship the week of 11/25 which they did not. Upon following up, they said they are looking into why the remaining items havent shipped. They now havent responded to my emails since 12/6. This company has had my money for about a month now. This is fraud to keep my money and provide me with no information or update as to why my order has not been shipped. All items were in stock at the time of purchase.

      Business Response

      Date: 12/25/2024

      Our Cinemark Shop representatives have communicated with the guest and are sending replacements/refunds where requested. 

    • Initial Complaint

      Date:12/06/2024

      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.
      Complaint to the ************************ (***)Subject: Fraudulent Practices by Tickets at Work and Cinemark To Whom It May Concern:I am filing a complaint regarding a deceptive practice involving Tickets at Work and Cinemark.I purchased prepaid movie tickets through Tickets at Work to use at Cinemark theaters. On the Cinemark app, I attempted to redeem four prepaid ticket numbers and PINs to see Moana. However, I realized the tickets I added to the cart were priced higher than those I purchased. I deleted the tickets from the cart without completing the purchase or redeeming the tickets.When I tried again with the correct tickets, I received an invalid message for the prepaid ticket numbers. I contacted Tickets at Work, who directed me to Cinemark. At Cinemark, I was told the tickets were deleted and could not be replaced or refunded.I spoke to two representatives at Cinemark. Both refused to escalate my call to a supervisor, and both disconnected the call when I asked for the ticket number for my complaint. I believe this is fraudulent. There was no warning that entering prepaid ticket numbers without completing the purchase would render them unusable.This practice is deceptive and unfair. I paid for tickets I could not use, and neither company resolved the issue.Requested Action:I request an investigation into these practices and a refund for the unused tickets.

      Business Response

      Date: 12/17/2024

      We reached out to Roemery initially regarding the issue on 12/10/2024 requesting additional information regarding her original contact.  After receiving the BBB complaint, we reviewed the codes that were provided by ******* and confirmed that each of the four Prepaid ticket codes are valid and active. They can be redeemed through the Cinemark website and in person at the theater for any standard ticket purchase. The complaint indicated that ******* was requesting a refund for the purchase of the prepaid tickets. Since the tickets were purchased through Tickets At Work, we are unable to pull up any transaction for the order and cannot offer any monetary compensation for the issue. We have provided the contact information for Tickets at work to ******* for her to contact Tickets at Work to request the refund. 

      Customer Answer

      Date: 12/28/2024

      I am rejecting this response because:   

      When I first contacted Cinemark, I did not ask for a refund. I reached out for help because I was having issues with my tickets. Unfortunately, I didnt receive the assistance I needed. It was only after I was told that the tickets had been used and that no replacements could be issued that I then asked for a refund.

      At this point, I am requesting that my tickets be reissued to me with valid codes sent via email. Additionally, I would like proof and a guarantee that my tickets have been reinstated. I am making this request because, during my previous interaction with Cinemark, not only did I not receive a resolution, but I was also not provided with a ticket or case number for my issue, and the call was disconnected without warning.

      Please address this matter promptly and ensure that the issue is fully resolved.

      Business Response

      Date: 01/07/2025

      We have responded to ******** with the attached screenshot showing that the prepaid ticket codes she received are active and redeemable. We also provided instructions on how to redeem these tickets through the Cinemark App or the Cinemark Website. 

    • Initial Complaint

      Date:12/05/2024

      Type:Sales and Advertising 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 tried to purchase a gift card for 20% off the purchase price. $400 gift card for $320. The merchant keeps canceling my order and cannot provide a reason why.

      Business Response

      Date: 12/20/2024

      We were unable to process this order due to several still-outstanding bank disputes from this purchaser against previous Cinemark gift card orders they made in December of 2021, CNDUDVD5XD and CNDU883VMH.

      Typically, in a case like this, we would not be able to process further orders from the same purchaser until those disputes had been resolved.

      In this instance, we willing to make an exception.

      We have cleared the path in our system for this guest to replace their order.

      Customer Answer

      Date: 12/21/2024

      I have reviewed the business response and accept this resolution as long as they can provide the same offer of 20% off the gift card price

    • Initial Complaint

      Date:12/04/2024

      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.
      CINEMARK has been charging me $11.99 since 7/3/2023, and I tried to cancel the membership by going online but there is no option. I tried calling them and was on the phone for 20 minutes before I hung up. Attaching both the situations. I consider this to be a FRAUD as they have purposely hidden the cancel option and will not answer my phone. This company is a FRAUD

      Business Response

      Date: 12/18/2024

      The information provided by *** does not pull up an active subscription. We have sent *** an email requesting additional information to locate their active subscription. 

    • Initial Complaint

      Date:12/02/2024

      Type:Order 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 paid for movie tickets for a film that started at 8 am. The doors did not open until after 8 am, causing us to miss some of the film. The employees also were very cruel and rude when we asked if the movie had already started.

      Business Response

      Date: 12/23/2024

      Sent a request to guest to collect additional information regarding their transaction. Waiting for their response. 

    Cinemark USA, Inc. is NOT a BBB Accredited Business.

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