Regal LA Live — Attraction in Los Angeles

Hello! I really wish that I could have a better review after my experience at Regal L.A. LIVE, but alas, this was not at all the fun, stress-free night I'd wanted. I'm genuinely unsure as to whether I would come back ever again, and this was my very first time, which makes it even worse. To start, even booking the two tickets me and my friend wanted was a source of such stress that it was actually ridiculous. With all due respect, I don't know who is responsible for the working of the app/website, but they have some work to do, because both appear to be outright broken. It took so incredibly long to select the seats and get past the ticket purchase screen, where the same "SeatsUnavailable" message would pop up again and again and again, even though both the app/website showed that seats were, infact, available. Once I was finally able to get to the seat selection screen, I even had difficulty picking the seats themselves, the screen just would not work. Seriously, I have never had this problem with any other theatre, it’s terrible. There's also the fact that most of the time, the employees for this Regal, and the North Hollywood location (where I was originally trying to get tickets) didn't even pick up the phone. Awful. In any case, once the tickets were mine at last (by the grace of GOD), my friend and I gleefully made our way over to our theatre and our seats, only to find that in the beginning, seats B6-7 didn't even work like the rest of the audiences did. At this point, I was feeling incredibly frustrated because these tickets were expensive, our transportation was time-consuming, and most importantly, our experience was seemingly amounting to an utter waste. At first the two of us moved to different seats, which moved at first, but then apparently stopped? At this point, I was incredibly close to going out and requesting a refund midshow, which I have never had to do ever, but this was simply not worth my time and money. However, we were able to move back to our original seats and saw that they were moving, so we ended up finishing the film there. Overall, my first time with 4dx was thrilling, but I cannot wash the taste of disappointment out of my mouth. We had to jump through too many hoops for a simple movie night and it definitely soured the overall experience. I'm honestly unsure as to whether I'd go back, and I'm not sure I could recommend it either. Please fix your service and do...

The customer service is terrible in this location.

My screening time started at 10:40pm. I got there at 9:51pm . It took me roughly 30min+ to get a pretzel + drinks and a cup of coffee.

I went yesterday for the Gladiator movie on Dec 20th, 2024. The whole crew behind the counter moves so slow, it took so long for the people ahead of me to get their orders, except for one lady that is short with black hair. She was actually nice and had my order ready really fast, aside from her everyone took a long time to fill up orders.

However, when I went to order a coffee in the hot beverages section, there was this other lady who was rude. She’s about 5’9, and with a bad attitude. She’s probably the most full figured woman working there or the second one.

She was annoyed when I asked her about a pretzel I had ordered previously and I was told it could be brought to that section because it needed some time to be prepared I guess. I only asked her because I needed to wait for it and told it’d be brought there as I lined a second time for the coffee at the hot bar.

She was lazy processing my order, her eyes were so dismissive when I asked her if a pretzel was brought there, and she also looked annoyed that I asked something unrelated to her ” hot bar duties “, and could not understand or care for what I was asking until I gave her the same attitude back, she then started being helpful.

However, she was passive aggressive, she took so long to do one cup of coffee, and I was literally looking at her with my friend how she was stirring the coffee cup so incredibly slow that I doubt pouring coffee in a cup could take that much process. I counted how long it took her and it was 5 minutes.

I do not know why is she so done at life that it shows in her body , attitude towards customers, and the way she processes orders. But I consider she could at least be polite if she’ll take a longer time to pour coffee in a cup.

It would be great if the second story opened its pop corn section and make use of the lounge along with clean floors from the fallen pop corn. And have a great manager who’s actually supervising that the stuff is being friendly enough, and move fast making sure the...

I’ve been coming to this theater since it opened. Over the years, my friends have encouraged me to switch to other chains like AMC or Alamo, but I’ve remained loyal—largely due to my long-standing appreciation for the Regal/Edwards brand.

Unfortunately, that loyalty is being tested.

Not only have ticket prices steadily increased, but the quality of service has noticeably declined. There’s rarely anyone selling tickets outside anymore, and the self-service kiosks are almost always out of order. This forces guests to buy tickets at the concession stand, which adds unnecessary wait time and inconvenience to the experience. I don’t mind the extra step too much, but it’s frustrating when the process isn’t smooth.

During my recent visit, I purchased a ticket and asked to have the points added to my Regal account. The concession staff didn’t know how to do this, so I asked for a manager’s help. That’s when Bernice, the manager on duty, stepped in with an attitude that was honestly shocking for someone in a customer-facing role. From the moment she approached, she was rolling her eyes, sighing, and acting like I was an inconvenience rather than a paying customer asking for basic assistance.

She kept blaming the app and insisted I wasn’t logged in—even though I clearly was, as I could see my personal account details. Her tone made the interaction uncomfortable and unnecessarily tense. After about 10 minutes of back-and-forth (and continued eye-rolling), she finally resolved the issue. Maybe she was having a bad day—but even so, that doesn’t excuse treating guests with such dismissiveness and disrespect.

For the amount of money I spend during each visit, I expect at least basic courtesy—especially from a manager. Bernice, if you’re reading this, I hope you reflect on how your behavior impacts the guest experience. If customer interaction isn’t your strength, perhaps another role would be a better fit.

This experience has me seriously reconsidering my loyalty to Regal. I’d love to keep supporting this theater, but something has to change.

And my popcorn was cold. It tasted like it was made the night before. The amount of money we pay for the food it should at...