John P. Smith, Jr.
Google
5-Star Shout-Out to Rose at AMC Burbank 16
I want to give a huge thank you to Rose at the AMC Burbank 16 Customer Service desk. She was incredibly helpful and went above and beyond to save me from what could’ve been a really frustrating and expensive mistake.
I had accidentally ordered tickets and food for the wrong day through the AMC website—movie, popcorn, nuggets, nachos, the whole setup. I didn’t realize my mistake until I got a text saying the food was almost ready... for a show that was about to start. I panicked. We live 10 minutes away, and I rushed to the theater thinking I just lost over $60.
Before I even left the house, I was scrambling. I searched the AMC website for a live chat or phone number—nothing quick or easy. Eventually, I found a “Contact Us” link at the bottom of the page. I clicked “Request a Refund,” and it pushed me over to Facebook Messenger. That’s when my frustration kicked in. The Messenger was just an automated bot that told me to find a refund link at the bottom of my email. I finally found it (in fine print), clicked it… and by then, the system told me I couldn’t get a refund because the movie was already in progress. Dang.
So I threw on clothes, jumped in my Jeep, sped downtown Burbank, somehow found a street parking spot, and ran straight up the AMC Burbank 16 stairs—out of breath, stressed, and expecting the worst.
That’s when I met Rose.
She immediately stepped in, calmed me down, and handled the whole situation with patience, professionalism, and kindness. She fixed the issue, reassured me, and made sure I didn’t walk away frustrated or empty-handed.
She didn’t just do her job—she truly made a difference in my night. She turned a potential disaster into a moment of real appreciation for how good customer service can be.
The online experience was rough, but Rose’s in-person support made up for it 100%. She’s the reason this is still a 5-star review.
If there’s any way AMC can recognize her—employee shout-out, bonus, something—I hope this helps make that happen. Rose is the kind of person who reminds you that some people still take pride in helping others. Thank you, Rose!