Tara S.
Yelp
I would like to take a few minutes of your time to let you know of the lack of professionalism I experienced last night at The Garland Theater in Spokane.
I am an individual experienced in customer service, I have a family, and a life. I am a regular customer of the Garland, I attend most of the midnight movies and have begun a tradition with my teenage son attending the midnight showings of Rocky Horror Picture Show. NEVER AGAIN.
On Saturday night 6/6/15, I was told I had to wait in line and could not buy tickets in the hour before the show. So, we waited. It was about ten minutes after 12, when I was finally able to purchase tickets, however they were unable to accept debit/credit cards, and enter the theater. There was still a line waiting to get in behind me, and I can only imagine how many were turned away. Once inside, the theater was already full and they were still letting people in. We were unable to find 3 seats together, so we decided to join the lineup of people standing along the back divider wall. We were chased off and told to go find seats, but there was only a handful of random singles. We spent a solid 15 minutes asking to sit where seats were vacant, and people were "holding" them for unseen guests, so we returned to the wall along with many others lined up there. The "owner" approached us again, and said "do I have to go with you?" She informed us that we could not sit together and that they had not oversold the seats. At this point there was still at least 50 people looking for somewhere to sit, all having no luck. I told her this was ridiculous and unprofessional to her customers, that I wanted to speak with the manager. She told me to go the box office and get my money back and leave. I asked to speak with the manager again, and she proceeded to yell at me, I am the manager... I'm the owner. To the point that when she spoke/yelled her spit was on my face. It took another 5 or so minutes to get our money back, and finally walk out the doors. Once in the parking lot we saw/spoke with several other groups of people that had encountered a similar situation.
I live in Post Falls, about 40 minutes away, so I also lost the hour wait in line as well as driving time both ways and did not get to see the show. I used to love the experience of going to the Garland and have been a long time supporter. I will find someone who wants our business, whether it be a family movie or a fun midnight showing.
I will never again recommend any movie at the Garland. I don't expect my customers to put up with this level of incompetence nor will I put up with it from another business. The Garland Theater, you have lost the respect and business of a regular attending family, and a years long tradition has been ruined. Congratulations, I hope your anniversary celebration was wonderful.