Quinn S.
Yelp
I really wish I had read the reviews about the food and customer service issues before choosing to go to this theater.
I placed a food order for over $50 + tip right at the start of the movie. 40 minutes in and we haven't received any parts of our order. I figure that they're just running behind because of short-staffing, or that there was a tech issue with my order--annoying, but it happens.
I leave the theatre and head to the concessions stand. The lines for the concessions stand are extremely long, but all the people waiting in line are able to get the food that they order. I speak to someone who seems to be a manager. I explain to her my situation, she takes a photo of my order + seat # from my phone and tells me that my order will be there soon. That sounds good to me, so I head back to the theater.
Turns out, that was a lie. We're an hour into the movie, then an hour and a half, and then two hours without anything having been delivered. No one else in the theater (save a single couple in the front) received their orders either, as far as I can tell. I assume that the other people were in the same boat as us since I see several other people leave the theater. I decide against trekking to the concessions stand again, and I figure that someone from the theatre will just apologize and tell us how to get our refunds at the end of the movie.
Wrong again! The movie ends, and no staff member mentions anything. I head to the bar, find the manager, and ask for my refund. No apology or explanation of any kind was offered.
I understand that the staff + managers are probably struggling with crowds and understaffing. I can empathize, and I was more than willing to be patient. But it's pretty messed up that this business took my money, didn't deliver (while also taking money/serving the people in line at concessions), and then didn't offer any explanation or clear directions for refunds. I have yet to see the refund appear on my bank statement, so hopefully I didn't get scammed again.
I would not return to this theater again. Alamo Drafthouse in Raleigh operates with basically the same concept but has much better communication with patrons and service.