Regal Eagle Ridge Mall - Lake Wales, FL

Ashley M.

I had an extremely disappointing experience at Eagle Ridge Mall location on 02/04/2025 that has completely changed my view of this theater. I took my kids to see a movie, hoping for a fun family night—especially since my daughter has a neurosurgeon appointment the next day, and this could be one of the last movies she’ll be able to see for a long time. Unfortunately, the experience was completely ruined due to the unprofessional behavior of a manager named Kristen.

I brought my refillable popcorn bucket from last year, as I always do, expecting to pay for the discounted refill. The cashier explained that they didn’t have the 2025 refillable buckets yet, which meant they couldn’t ring up the refill properly. Understanding the situation, he kindly offered to refill my bucket and provide my two drinks as a courtesy, since there was no way to charge me for them.

Before he could complete the transaction, Kristen stepped in and rudely told him he couldn’t do that. Instead of handling the situation professionally, she insisted that the popcorn be dumped back into the bin (from my bucket I brought from home possibly contaminated by outside germs) saying there was no way to ring it up. Her attitude was completely unnecessary and uncalled for, making me feel embarrassed and frustrated in front of my family and other customers.

The cashier, who was nothing but polite, then offered a discounted $5 popcorn as an alternative. But by that point, I was so upset by Kristen’s rudeness that I declined and instead asked for a full refund on my tickets. What should have been a special night for my daughter before a difficult medical journey turned into a stressful, disappointing experience.

This was my first time back to Regal this year, and up until now, I’ve never had an issue with this location. However, because of Kristen’s attitude and the way she treated us, I will likely not return. It’s unacceptable for a manager to speak to customers that way, and it’s unfair that we weren’t able to use the refill program simply because the theater hasn’t provided the new buckets yet.

I hope Regal takes a serious look at how they handle customer service because this experience was enough to ruin my trust in this theater.

Maris D.

They openly admit to running 25-30 minutes of ads after the supposed start time of the movie- which ruined our dinner plans. I expect maybe 10 minutes, not 30. The floors are incredibly sticky. We also had to ask them to turn the lights off a few minutes into the movie. Also $13 for a ticket alone is ridiculous, let alone when I have to sit through 30 minutes of ads. They also didn't even start the ads until we walked into the theatre, which was after the start time of the movie. They are obviously understaffed and overcharging. The seats are all on the same level of flooring, there's no incline. The seats are also poorly maintained, we had to switch seats due to a hole. There were a lot of people at this showing, they should have been better equipped for the day. The only saving grace was the sound system and picture quality. Not to mention it's the only theatre in Lake Wales, which has lots of signs about not taking guns into the mall- which is a warning if I've ever seen one.

Jess ?.

First time to this theater, I was very skeptical about going because of the review’s. I wanted to post my experience, since I am new to the area and I am sure there are more new ppl like me wondering how the local entertainment is in the area; especially for families. For starters, this is a basic theater, No 4D, No 2D-RDX, or updated reclining seats that you can find at other theaters.
It’s a Regal Cinemas: which has a reputable name; however, I did find this mobile food order was a fail; due to lack of staff and not done. There was no one to even check anyone in; literally can walk right in. There is no ticket counter with attendants, just two young ladies working really hard at the concession selling tickets and food. Which made the line so very long when I arrived.
Overall, I enjoyed my movie with my family, the seats were ok. The people in the theater were respectful and friendly. I would return again but probably not my first option for a theater.
I do recommend as local movie theater. Just expect a very retro vibe. Family friendly environment. The staff were extremely friendly and attentive. They just need more of them. I hope REGAL CINEMAS AT the very least update the seats and the mobile food pick up counter. This area is growing fast and they need more personnel.

Matthew M.

It’s sad. Went to the theater in the mall and it was practically deserted. I can imagine what it was like in its hay day. So, yes. There is plenty of close to the door parking at every entrance point. The theater is just fine. We went on Tuesday for 1/2 of movie and popcorn, however it was still a 30 dollar bill for 2 people with the #1 combo deal which includes a large tub of popcorn, a large soft drink and a candy from the rack.
The move was also good… Twisters.
So overall for the mall… clean, plenty of easy parking, and only a few stores spread out over a large area, so park near the stop you want to shop at.

David M.

It's your typical, dead American mall where the majority of retail space has been given to the only bidders left: smoke shops, tacky jewelry, nail salons, screen repair, etc. There are no "real" stores in here other than a few, such as Aeropostale and GameStop. Most of the mall has not been updated since it was built in the 1990s, including signs, colors and decorations. It's ok for families to meet somewhere, but you'll likely find nothing here you couldn't find in the bargain area of Temu.

Traveler

This mall has been nearly abandoned for so many years. Very little reason to here except for doing daily walks in a climate controlled setting. Massive amounts of residential construction in the area the past several years has done very little to revive this mall. The only anchor store is a Dillard's - which is usually empty.
The movie theater is the only reason to go to this mall.

Chris A.

To be completely honest its stuck in time. Lobby, furniture seating, nearly everything is out of date. Felt like I was in the early 2000s theater. I drove one hour to this theater just to participate in the Regal theater × Marvel Rivals event for opening weekend of Captain America: Brave New World.

My local theater in N. Lakeland has modern everything. Seats arw comfortable, Lobby wide open space & a bar.

Gotta step your game up. Here's hoping Marvel Rivals doesn't do another collaboration with Regal because that place [is not it].

Marisela Q.

Haven’t been to the lake wales Regal for a good minute. Today we booked tickets for my whole family with children to watch Moana 2. We were all excited to get some snacks at the concession stand and when we tried to order, they did not have popcorn, nachos and only had two hot dogs. Such a disappointment.. Poor Management and Team not to ensure customers are happy and content by providing quality, consistent customer service.