Cinemark Tinseltown Lubbock and XD

Reviews

• RR

  Richard Riojas

  5 days ago
  5.0
  Staff was friendly, popcorn and drinks were great, theater was very clean and in great condition!
• MM

  Mark Molina

  Aug 12, 2026
  1.0
  Arrived at the theater at 745 and bought a ticket for the 8:00 showing of the odyssey at their kiosk which of course did not print out my ticket so they had to get someone. Get my ticket and go sit in the assigned theater which is showing the 8:00 start time. 8:07 and nothing on the screen. Ho back to the front and oops...they messed up, but at 8:13, they'll find me a seat in the 8:15 showing. Hard pass, so had to get a refund after wasting plenty of time.
• BJ

  Batcrazy J

  Aug 6, 2026
  1.0
  Rating: 0 / 5 Stars Unacceptable Experience & Zero Customer Service My two kids and I went to Tinseltown USA (Cinemark) for a 7:20 PM show on 8/5/26. My son bought the tickets himself days in advance and was so excited to see the new Spider-Man: Brand New Day movie, as this was the only night our schedules lined up to go together. I paid around $50 for our popcorn, drinks, and snacks. After being scanned in and walking into the theater, we found other people sitting in our assigned seats. When we checked our tickets, we discovered they had been refunded without any notice—no email, no call, nothing. This happened to several other families who were all complaining about the exact same issue. When we asked for a refund on the $50 in concessions since we couldn't watch the film, we were told they couldn't refund or take back food items. Staff claimed the movie was canceled because the projector broke, but that makes no sense—the theater was full, people were sitting in our seats, and the movie was about to play. When I spoke to the manager to request a refund for the snacks and proper compensation for ruining my son's night, he just looked dumbfounded and claimed it was "out of his control." Unprofessional management, zero communication, and keeping money for snacks when you can't provide the movie is completely unacceptable. We won't be returning.
• SC

  S C

  Aug 6, 2026
  1.0
  The same exact thing happened to us as did V I. We purchased tickets multiple days in advance. When we arrived at the theater come to find out our tickets were refunded. Went to box office they scanned our tickets and said we were good. Spent $60 at concessions and then go to sit down and our seats were re-sold. It was chaos. The workers had no idea what was going on and one girl actually had the nerve to tell me “well it’s not our fault”. I don’t care whose fault it is. I want to sit down and watch the movie with my family. Extremely disappointing.
• VI

  V I

  Aug 5, 2026
  1.0
  Absolute Disaster – Worst Movie Theater Experience I’ve Ever Had Today, my family and I went to see Spider-Man. We purchased our tickets on Sunday and expected a smooth experience. Instead, we were met with complete chaos. Without any notification, email, phone call, or text from Tinseltown, our tickets had been refunded due to theater issues on their end—not because we requested a refund. We had no idea this had happened until we arrived at the theater. The employee told us that although our tickets had been refunded, we could still watch the movie. Our tickets were even scanned at the entrance, so naturally we assumed everything was fine. Then came the unbelievable part. Tinseltown had resold the exact same seats they had refunded. They knowingly double-booked the theater. When the people who had been sold our seats arrived, I was the one who had to give up my seat, despite doing absolutely nothing wrong. How does a theater tell customers they can still watch the movie, scan their tickets, and then sell those same seats to someone else? That is completely unacceptable and shows a serious lack of organization and customer care. This was an embarrassing, frustrating, and completely avoidable situation caused solely by Tinseltown’s mistake. If the theater has operational issues, customers should be notified immediately—not left to discover the problem upon arrival. And if you’re going to honor refunded tickets, you absolutely should not resell those seats. This was one of the worst customer service experiences I’ve ever had. Tinseltown created the problem, yet their customers were the ones inconvenienced.

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