Krysten Q.
Yelp
I have always loved this theater, but a recent experience has made me feel that I may not be coming back.
Last weekend, my husband and I went to see a Saturday afternoon movie here. We go a few weekends a month. On this Saturday, we ordered food ahead. With the movie and the food we paid over $50.
The theater was pretty packed. We were seated in the D aisle right by the stairs. Shortly before the movie started, an older couple (50s or so?) came in and seemed very confused. They walked up the stairs passed us and talked loudly to the people seated directly behind us. They did not seem to know these people, and it was clear they couldn't figure out where their seats were. After wandering around the theater, talking loudly, they settled into seats in the C row right in the middle, so they were kiddy corner in front of us.
Throughout the previews, they talked loudly, as if they were in their own living room. It was annoying and I hoped they would be quiet once the movie started.
No such luck. They talked throughout the movie. The woman got up several times, and it became clear that she was drunk. About halfway through the movie, my husband finally went out to find an usher.
My husband came back. Ten minutes went by. No usher. 20 minutes went by. No usher. I actually shushed them. They didn't hear me. My husband finally got fed up, went over to them, and asked them to be quiet.
Shortly after, the usher finally decided to show up. Surprise surprise, we'd already spoken to them, and the drunks were doing their best to keep their mouths shut.
After the movie we left. It didn't seem that asking for a manager would really matter, since the usher didn't seem to care about the movie being ruined for us.
I sent an email that same day, explaining the situation. A week went by. Finally, I got really mad. I sent a message on FB asking why it is that no one seems to care about the spoiled movie or the waste of $50.
No surprise, a manager got back to me. At first she claimed she couldn't even find my email. Just goes to show they must not check it and don't care about customer complaints. Although she told me she would figure out how to give a refund (she's a manager and doesn't know how to give a refund?) and send me free tickets, she also tried to admonish me by saying we should have asked for a manager right away. Oh really? And waste MORE time missing the movie? Seriously? Basically she was like "hey sorry about that, but you should have done that." Terrible customer service.
This exchange happened today. I will edit my review if I ever actually receive my refund or not.
Word to the wise: go to Alamo instead. At least they care about people who disrupt movies and kick them out, rather than being rude to those of us who dare to complain.