Today, I joined my movie club at the AMC Theatres at the Westminster Promenade in Westminster, CO to see our selected August movie, One Day. We had selected to see the movie at the 11:10 AM showing. Imagine our surprise when we arrived to see the movie and they said, there was no 11:10 AM showing. Huh? The next showing was at 2:15 PM. Huh? The snotty kid working the counter said, "
Are you at the right theater?" Yes, I was. He said, "
Did you look up the movie on our website?" Yes, I did.
My immediate thought was had I screwed up and now I was going to have 6 - 12 unhappy friends standing around. Thankfully, several other people I did not know including a Bachelorette party of 10 showed up at the ticket counter looking for the 11:10 AM showing of One Day. I went online and it was still listed on Google as 11:10 AM at the AMC Westminster Promenade.
I asked to see a Manager and some guy appeared. He said, "
Sorry. A church group rented that theater, so we canceled the 11:10 AM showing. We updated our website, but third party sites do not update" What? I told him that was poor customer service and his answer was, "
There is nothing I can do about it." There was no sorry. There was no how can I make this right. Nothing. Just a constant explanation that this was out of his hands. I left annoyed.
My friend Judy went back in and complained and was able to get free passes, which was great of Judy...but sad that it took two of us complaining for the Manager to do anything to make loyal customers happy. It was very disappointing and although I appreciated the passes, it made me angry he did not offer them to me when I complained. Why did it take two of us complaining to make this happen?
We went and had a quick lunch and then went to see the movie Midnight in Paris with our free passes, since that show time sort of worked. We knew nothing about the movie and quickly found out it was an odd Woody Allen film where a guy traveled in time back and forth between 2011 and 1092 Paris. It was not what I would call a must-see film. Actually, it was a disappointing film quite honestly.
The whole experience left me very unhappy with AMC Theatres and wondering why I frequent this theater so often. I hate bad customer service. I understand things can go wrong, but how a business handles the situation makes the difference between a good and a bad service. In my mind, AMC Westminster Promenade has bad service and does not care about loyal customers.
I complained on their website...but part of my is NOT expecting much. Time to start looking at alternatives to AMC Theatres.