Salah J.
Yelp
I hate that I have to use an online website to express my disgust for things. However, this is the exact platform I need to complain when no one in upper management is professional enough to solve an adult situation. Especially when I've contacted customer service and filed an incident report (incident report number 181127-003648) and was promised someone would contact me within 24 hours and 48 hours later, we have yet to receive a call. I even provided an alternate cell phone number just in case...
If I could, I would rate this theater experience as a zero. Our experience as a "loyalty customer" was everything but loyal... I'm puzzled as to why you'd hire an adolescent, immature and unprofessional "manager" to complete adult job duties. It makes no sense to me.
Your kiosk/computer system double charged us for two sets of tickets. There was not a single employee or "manager on duty" who was able to reverse one of the two transactions. It's been boggling my mind. It's simply inexcusable. Two out of the five people in our party had to leave the theater, one to get the original credit card used (which was never submitted online, we didn't purchase the tickets yet because we were unsure as to what time dinner would be over, nor did we get a confirmation email completing our purchase) and the other person, (me) to go outside and complain about the dual charges and the fact that we missed half the movie... what was I paying for, to watch the credits?
Gerald, the on-duty "manager" did everything in his power to show us that he we were not a priority. At first, he didn't understand what was happening (as we didn't either, because it was two separate credit cards) the cashier didn't know how to explain it to him and he just wasn't listening to us. After he allowed us to speak (none of the previous conversations included us, why would it?!) we explained in detail that it was two separate credit cards, one on file and the one I used to pay for the tickets. We pulled in the ticket clerk who verified we already bought other seats, we both showed him the paper receipts and we both pulled up our credit card transactions to prove we were charged twice. He couldn't offer an explanation at all, the only response we got was "we can't issue a refund if the credit card from the online purchase wasn't available, which we were ok with, we didn't care which card was refunded, we just wanted one refund... his other answer made no sense. He stated if he refunded my tickets, the seats would become available for someone else to purchase; mind you, it's 1 hour and 5 minutes into the movie... he flipped the screen around, cutting us both off mid sentence, and in a higher tone voice demanded "so which seats you at?" Yah, no, that's not how you speak to customers. He continued to have a conversation with the cashier and completely ignored the fact that we we missed half the movie. He stated if we bring him the original credit card, he could refund the first transaction as a "courtesy." Umm, this was not a courtesy credit, this was an error with your system. The only type of courtesy we wanted would have been from him, as an upper management team member. But we received nothing but a horrible attitude and a very unpleasant experience. He rolled his eyes, spoke over us and walked away in the middle of our concerns.
To act that ridiculous and unprofessional in front of other staff members is setting the tone for other employees to think it's ok to treat customers in such a disrespectful manner. How was this even the manager??
The worst part about this entire night was that it was my birthday, so thanks for ruining that. The manager did not need to cop an attitude, it was so unnecessary. We weren't even rude or screaming (yet)... this has got to be one of the most unprofessional people I've ever come across. The error was your system, your kiosk, amc's fault... why he felt it was ok to throw an attitude at us, I will not understand. This is the tone he set for all the staff working that night; that it's ok to treat customers poorly, offer no apology or be able to solve an AMC error on his own.
Poor, poor, poor managerial training, poor system; horrible staff, horrible experience... I will never come here again. I'll be sure to cancel the "disloyal" membership we have... I will also be disputing this charge with my credit card company. I am not paying for a movie that I only watched half of.
Thanks Gerald! Wishing you the same birthday nightmare you gave us :)