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 USA, Inc.

  3200 Airport Rd Boca Raton, FL 33431

• 

  Cinemark USA, Inc.

  15601 Sheridan St Davie, FL 33331

• 

  Cinemark 16 San Antonio

  5063 NW Loop 410 San Antonio, TX 78229

• 

  Cinemark, Tinsel Town Theatre

  3600 W Sam Houston Pkwy S Houston, TX 77042

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:11/25/2024

  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 received the second order. It was delayed. You mentioned the first order was refunded. The first order was in the amount of $223.05. I havent received the refund. When was it processed?

  Customer Answer

  Date: 12/12/2024

  I have not received any call or email response regarding a refund for my first order from anyone: The first order was in the amount of $223.05. I received my second order late. the second order was the gladiator and venom merchandise 

  Customer Answer

  Date: 12/13/2024

  Sorry for sending multiple messages. Just to confirm. I re-read the response and I would like to add that no one ad snowcommerce or cinemark reached out to me regarding my package. Yes my package was delivered but no one reached out. No one reached out regarding my refund either. I dont know if they were supposed to call me or email me but My phone number is listed on the order and havent received any calls. I havent received any emails from them either. I didnt even know I was getting a refund until you mentioned it. That order disappeared from my account and couldnt find any information on it. Cinemark updated their website. I would like a refund. I send emails to the cinemark shop multiple times even before filling out this report and they are not good at responding to customers. Me and other people spend lots of money on merchandise every time cinemark releases something new so at least we deserve better service from customer support and that service would be actually taking time to respond. I sent dozen of emails to them and no response. 

  Customer Answer

  Date: 12/13/2024

  Sorry for the confusion. Only in ************ manages the cinemark shop. I didnt know SnowCommerce was responsible for shipping out my items. SnowCommerce never made contact with me. They never called me or emailed me. That was dishonest for them to say that they did. I also never got my refund. I dont know when they processed it. 

  Customer Answer

  Date: 12/13/2024

  I am rejecting this response because:   SnowCommerce never made contact with me. They never called me or emailed me. That was dishonest for them to say that they did. I also never got my refund. I dont know when they processed it. Only in ************ Manages the cinemark shop so thats why I am confused. I want a refund 

  Business Response

  Date: 12/12/2024

  We have received contact from ************ who is responsible for the shipping of these items. They confirmed that the first order has been successfully cancelled and refunded. They notified the guest regarding this order. The second order was slightly delayed and they have it marked as delivered. They reached out to the guest to confirm the delivery. 

  Customer Answer

  Date: 12/18/2024

  I made an order on the cinemark shop September 25th. I have not received my order and the order disappeared from my order history. I made a previous BBB complain and you guys said you made contact with the company responsible for shipping my items and they said my order was canceled and refunded. You also said the business reached out to me to confirm. No ones reached out to me and I didnt get my refund. I have work hard for my money. This is a waste of time. if I dont get a resolution Im gonna have to file a dispute with my bank for fraud. I emailed cinemark and no response.

  
  

  Customer Answer

  Date: 12/18/2024

  I have not received my refund. I reached out, send emails and nothing 

  Business Response

  Date: 12/20/2024

  All items have been delivered except for one (the *** Head), which is scheduled to ship this week. The customer will receive everything they ordered. However, given the customers dissatisfaction, we will issue a 50% refund as a goodwill gesture. Well also send the customer an update to inform them of this resolution. Hopefully, this helps address their concerns.

  Customer Answer

  Date: 01/06/2025

  My name is ****** ****. I made a complaint against cinema on 11/25/2024 they got back to me on 12/12/2024 they told me Ive been refunded and the company reached out to me. I have not received my refund and no one reached out to me. I want to re-submit my claim. its been more than a week and still no refund. 

  I emailed cinemark and no response. They just took my money without refunding or providing goods. 

  Business Response

  Date: 01/20/2025

  The final items from this customer's orderPre-Sale Chucky and Pennywise Popcorn Bucketswere delivered today. This means Shadoa has now received everything from her original order.
  
  Back in December, we also emailed her to confirm that she would receive a 50% discount on the product (excluding taxes and shipping). Attached is the record from ************* confirming that the discount was successfully processed.
  

• Initial Complaint

  Date:11/22/2024

  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 reviewed the business response and accept this resolution.  email daily since the refund window passed but have not received any response from their support team for the last three ********* are the reference numbers from my email correspondence with Cinemark for your reference:Ref: MSG9404219 Ref: MSG9407250 I feel misled by the companys promises and am frustrated by their lack of communication and follow-through. I kindly request your assistance in resolving this matter promptly.Thank you for your time and attention to this issue.

  Business Response

  Date: 12/12/2024

  A refund of $109.89 was issued to the guests original payment method and an email confirmation was sent to them. 

• Initial Complaint

  Date:11/18/2024

  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.

  Date of transaction: Saturday, November 16th Two transcations for movie tickets: $29.76 and then one individual for $14.88 I purchased two tickets around 5pm for two teenage tickets in the amount of $29.76. When I initially purchased the tickets at that time, the young female employee said there was no 5pm showtime for the rated R movie Smile II. Additionally, she asked if the two minors had photo IDs. One teen had their ID and the other one didn't. I told her I was the parent, but I would go ahead and purchase the two tickets now and bring back the other ID at the 7:45pm showtime. She said, "That's fine!" So I purchased the two tickets.Upon the arriving to the 7:45pm movie showtime, I walk the two teens inside and again they ask them for IDs. I present both *** to them. The manager by the name of Arkytior asked me if I was staying with them and I replied, "No!" I then explain that two young ladies didn't mention anything about me staying with the teens and that they only need IDs. I also expressed I wouldn't have paid for two tickets for this movie if I had to stay. I am disappointed that I wasted my time going all the way home in ****** to go get the other ID and then had to return and pay for an additional ticket, when I was misinformed. **********, we had to change our seats. The two teens had arranged seats at the very top (reclined seats). Then we had to move to the lower level and two of the seats weren't functioning to recline. Such a disappoint for my son's 15th birthday. As a parent I wanted to make sure my child had a great birthday, but time and money was defintely wasted (especially when this could have been avoided all employees were trained properly).

  Business Response

  Date: 12/12/2024

  An email was sent to guest on 12/03/2024 requesting additional information regarding this transaction to investigate further. 

• Initial Complaint

  Date:11/17/2024

  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.

  A few short hours ago, I was at one of your Cinemark locations. I bought the ticket for 6:25, as the one proceeding began at 5:40 and it was almost 5:50 before we even got to the front of the line.We bought two waters and there was a separate line to take your receipt to retrieve your concessions. They took it, stamped it and gave me the two waters, but didn't return the receipt. It was a location that conjoined a mall. We waited until it was 6:20 went to the clerk, they tore our ticket we were the only ones entering at that time. we went into our assigned theater to find the movie almost over, and upon looking at the ticket they had given us tickets for the 5:40; we immediately existed asking the lady who just tore our tickets and she said they couldn't be exchanged. Even though she knew we had just gone in. When finally asking for a manager, he asked for a receipt and a process that took over 35 minutes for him to scour the concessions to find the paper, but for the first ten minutes the lady who tore our ticket acted like she didn't remember us, as did the people at the concessions, and the lady who sold us the tickets. At this point it was past 7 and he was only going to give us tickets to the movie that was half over again. I expect better when I go to cinemark.

  Business Response

  Date: 12/12/2024

  We have sent an email to the guest requesting additional information regarding the purchase to review further. 

• Initial Complaint

  Date:10/23/2024

  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.

  Apparently my account was hacked. I have been a ********** member for several years and until this year I have never had an issue. I hadn't used my movie credits much over the last few years, but I was not worried about it because the credits carried over and didn't expire. I was shocked when I went to use a credit that my credits were gone. I never received an email that the credits were being used, but it looks like they were used in ******* (I live in *****). I am not even sure how many credits were stolen. I think it may have been 8, but Cinemark has never followed up with my initial inquiry. When I called customer service, I thought they would do a quick audit on my account and resolve the issue immediately, but 6+ months later there has still been no communication. The only thing they have done is make it more difficult to log into my account, which is interesting since it was their fault. I have had no other issues with any other apps being hacked. The lack of customer service is absolutely shocking to me. It seems like an easy fix and easy to determine that it wasn't me that used the credits but Cinemark has done nothing! I also suspect that my reward points, but since Cinemark refused to take any action, I will never know.

  Business Response

  Date: 11/06/2024

  We reached out to the guest to get the account corrected 

• Initial Complaint

  Date:10/12/2024

  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 have been a member of the Cinemark movie club for several years and had approximately 11 tickets credited to my account. I attempted to login and could not. After a great deal of difficulty and following the directions on their website, I set up another account and attempted to link them, which was unsuccessful. Each ticket is worth approximately $15 so the overall cost is an excess of $150. I have tried to contact Cinemark by telephone, and email and have been unsuccessful. I have waited online several times for customer service and although a person eventually does pick up, they then just hang up. I would like assistance contacting Cinemark and getting my account straightened out and my , prepaid tickets credited

  Business Response

  Date: 10/18/2024

  Dear ******,
  

  Thank you for contacting Cinemark *************** We would like to apologize that we could not assist you with your account when you initially called us on 10/12, but would be happy to assist now.
  It does appear the someone has accessed your account with your username, and password, then proceeded to change your email address and use your ********** credits. We have changed the account email back to ********************** Please immediately change the password to your Cinemark account. Once the password is changed log in, and enable Two-Factor Authentication. Once you have enabled 2 Factor, and verified the account we will approve returning the used credits as a one time exception. We also suggest that you change the password and enable 2 Factor on your email account. 
  

  We can confirm that all access to accounts at ******************** have been with appropriate credentials that an authorized user would have. Therefore, we would not block that access. If those credentials were stolen, we would not be able to tell that and cannot accept responsibility for credential security outside of Cinemark systems. Gift cards should be protected as cash and Cinemark is not liable for any lost funds or credits from compromised personal accounts
  

  Can you please respond with the following information to verify your account?
  Last 4 of the card being charged for **********:
  Card Expiration:
  Billing Zip Code:
  
  How to Enable 2 Factor on the Cinemark website:
  - From the home page, select your name on the top right
  - Select "Your Profile"
  - "Enable Two-Factor Authentication"
  Strong passwords will have symbols, numbers, lowercase, and uppercase letters.
  
  Please let us know if you require any additional assistance at this time. You can call us directly at ************** or submit your inquiry through our contact form via *************************************************
  

  Best Regards, 
  Cinemark Guest Services

• Initial Complaint

  Date:09/30/2024

  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.

  Cinemark cyber security ***** - my account was hacked in 2023 and it took me a couple months to realize. Back then I had +12 credits. I dispute the credit card charges and right after Cinemark released my account. One year later, Cinemark terminated my account due to fraud. I have been trying to get the number of credits I had and speak with someone other than the gate keepers customer service representative who dont know anything. Im fact, ******* from customer service is the worst and doesnt offer any resolution or attempt to help.Allowing a hacker to use my credits is ok. Now, cancelling my account with +10 credits and without a warning or attempt to solve the issue is not ok. I feel pretty much robbed twice - by the hacker and by Cinemark. Theyre refusing to provide information about my account and to cooperate.

  Business Response

  Date: 10/18/2024

  Dear ****,
  Thank you for your patience regarding your ********** account. At your earliest convenience, please sign back up for ********** using the email you initially signed up with and please be sure to enable two-factor authentication as an extra security feature.

  It looks like you contacted us in January 2024 reporting that 14 ********** credits were fraudulently used. The agent was able to verify the account details and billing information before restoring those 14 credits as a courtesy. The ********** charges were still disputed.

  
  If the credits were those awarded for membership itself, we would not be inclined to return the credits as they are given to good faith to accounts in good standing. However, if you sign up for the membership again, then we can add those 8 ********** credits as a one-time exception. In the future, please reach out to us here at 1800-Cinemark for ********** account issues so we can prevent this from happening in the future rather than disputing ********** charges.
  I look forward to your response to the email which I sent via our internal ticket.

  
  Thank you,
  
  Cinemark Guest Services

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service 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 reviewed the business response and accept this resolution. Issue was just resolved last night. Not on date given. 

  Business Response

  Date: 10/19/2024

  Hello Better Business Bureau,

  Thank you for contacting us about this guest's concerns.

   We reached out to the guest on 9/28 apologizing for these issues and provided the guest with 300 rewards points to their Cinemark account. This was enough for the guest to get a free movie ticket on us in the future. We also told the guest we would report the issue with his concessions items so that the theatre could address the concerns. Normally we do not refund concessions items over the over email because they are an issue that should be looked into with management before leaving the location. There is no way for us to confirm that the issue occurred over email, so we handle concessions refunds or exchanges in the theatre. I have already refunded the 2 Movie Credits the guest used for their cash value at the concessions stand. We normally would not do this, but we will for the guest as a one-time courtesy. The guest was also sent an email notifying them of this refund.

  Have a nice day.
  Best regards,
  *******
  Cinemark Guest Services

• Initial Complaint

  Date:09/06/2024

  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 placed an order with cinemark shop. It was a pre order item. At the time I ordered the item, the movie had not yet been released, but was scheduled to be released within 2 weeks of the purchased item. After 2 weeks, I had not received any information stating the order had shipped, so I reached out to cinemark shop for inquiry. After several days, and 2 emails, I finally received a response. It was stated that it was a pre order item scheduled to ship in December, as stated when I purchased the item. This is now the beginning of September and the movie is now released. It was never stated that it wouldn't ship until December, and why is a Pre Order item being shipped almost 4 months after the movie has been released? This makes no sense. I sent a other email that went unanswered, and there is no phone number to call. If it truly is being shipped 4 months after the release of the movie, I want a refund.

  Business Response

  Date: 09/20/2024

  Thank you for reaching out to Cinemark regarding a merchandise purchase. All of our online merchandise is handled through a third party company. To get in contact with them, simply send an email to ********************************************************************.

  Thank you and have a great day!

  *******
  Cinemark Guest Services

• Initial Complaint

  Date:08/26/2024

  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 reviewed the business response and accept this resolution. 
  However I dont agree with their comments.  
  Cinemark also have a very poor to no security that when my account was logged in from a new device, it should send a code to email or phone to login, just like any other companies does. But it doesnt send. 
  Considering their poor web security, I strongly believe that my account credentials must have been captured by the cinemark employees(could be IT or backend customer service) who may have access to the sensitive data.

  Business Response

  Date: 09/18/2024

  The fraud team confirmed that Cinemark was not hacked, and the correct user credentials were used to log in and make purchases. We cannot determine if those credentials were stolen through your personal email and, therefore, cannot accept responsibility for credential security outside of our systems. Please note that Cinemark is not liable if funds are stolen. Our best recommendation is to change your account password and set up two-factor authentication to ensure that only you have access to your account. We also recommend changing your email password. We reached out to the guest via our internal ticketing system to make a one-time exception. We reinstated the 3 ********** credits on their account and are having them get a new gift card so we can add the stolen funds.