ComplaintsforCinema West

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased a loyalty rewards membership as advertised to me through an email. I chose the platinum plan which is $19.99/ month and I have been charged for two months so far. I did not receive the benefits that this plan details since joining the membership. I downloaded the app and created an account and I should have received 2 free movie passes per month which I have not received. I should have gotten 20% off concessions which I did not get the first time I tried using the membership, the employee said it was not working on the register. I did not get the service fee waived on the recent purchase I made for 3 movie tickets on 6/13/24 which I completed through the app connected to my membership. I was just charged the $19.99 membership fee again today 6/14/24 and I have still not received the 2 free movie tickets for this month.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my wife to the movies on a date. We recently had a newborn baby who is only 2 months old. My wife nurses full time so the baby goes with her everywhere, therefore our newborn baby went with us to the movies. I purchased tickets for my wife and I and upon entering, they would not let us in without purchasing an additional ticket solely for the newborn. I thought it was joke at first but soon realized the lady at the ticket counter was not joking. I asked to speak to a manager which he continued to inform me that yes I need to pay for the baby. I explained and showed him our baby is a newborn and doesnt require a seat and cannot watch the movie at all so why would they charge me for a newborn. He responded with saying its policy and I need to buy a childs ticket. I then asked him what ages are considered a child and he stayed ages ****. I quickly responded saying my son is a newborn who is only 2 months old, not even 2 years. He said sorry its policy. Starting to run late for our movie and to avoid creating a scene in the establishment which I started see happening as people were looking, I told him charge me for the ticket so I can get my wife in so we dont miss our movie. I run and manage a very large business for work and completely understand companies have policies. Not being able to focus on my movie I started searching Cinema West policy online and on e you click the link for General Policies the page is blank. There are no policies posted in their establishment nor on their website. I tried contacting the corporate office but was unable to reach anyone. I feel completely disrespected being forced to pay for a seat and ticket for a newborn baby that cannot even sit on his own and can only be held in our arms the entire time. The is completely unethical and if this is truly a company policy they should be forced to change it. My wife and I are still upset over 24 hours after the interaction and we would not sleep last night from how upset we felt.

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