ComplaintsforAMC DINE-IN Rosemont 12

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We visited *** rosemont on May 17, 2024 around 2pm to see the new planet of the apes movie. About 1/2 way through the film, there was a power outage in the theatre and all guests were evacuated. Upon evacuation, we received 2 free movie tickets and $36 in food vouchers (even though we spent over $60 in food alone). Today (May 18th) we returned to watch the movie again, but when we got to the food line, we were told by ***** (manager) that the food vouchers werent eligible for our items (popcorn, soda, and candy). We tried to reason with *****, even showing him our receipts from the previous day and offering to exchange our food vouchers out for the correct ones, however he refused to cover the cost of our food. To say the least, our customer service experience was frustrating and unfair.

  Business response

  06/10/2024

  On May 17, 2024, *** Rosemont 12 experienced a power outage and was unable to reopen until several hours later. All guests were given readmission tickets to return in the future and the option to receive food vouchers for their food purchases or if the food voucher was unacceptable, they were given the option to return once the power was restored for a refund of their food. On May 18, 2024, Hourly Manager, *******************, assisted a guest having an issue with using food vouchers received during the power outage. Unfortunately, vouchers were not applicable towards the new items they were looking to get. After expressing their disappointment, ****** offered to give them their order that day for free and in addition, keep the vouchers as well. However, they were still unhappy with this offer, so in addition to allowing them to have the new order for free and also keeping the food vouchers, he also offered to refund the items from the previous day. Since they had mentioned that they had ordered their original order online, he asked that they pull up the confirmation so that he knew what items to refund. The guest began to retrieve the confirmation and then stopped and stated that he didn't understand why he should have to show his confirmation and that ****** should just believe him and give him his refund. At this point they refused to show any proof of purchase. ****** was suspicious of why the guest was unwilling to show a receipt that he had already stated he had, so he returned to his initial offer, gave them their current food order for free and let them keep their vouchers. While they were obviously still unhappy, they accepted and left the concession stand.

  Customer response

  06/10/2024

   
  Complaint: 21743604
  
  I am rejecting this response because:
  

  This is a false statement. We were never offered to keep our items for free. If that were the case I would have never filed a complaint.

  After expressing their disappointment, ****** offered to give them their order that day for free and in addition, keep the vouchers as well.

  Sincerely,
  ***************************

  Business response

  06/17/2024

  Unfortunately, I was not present for ********************** visit but I have no reason to doubt the word of Chance. It is my understanding that she was issued movie passes and food vouchers on 05.17.24 for the power outage. On 05.18.24 she returned and was given her concession order for free. We do apologize for the power outage and we are also very sorry that the food vouchers she received were not applicable toward her 05.18.24 order. However, we believe that she has been well compensated for the power outage in the form of the movie passes, food vouchers and an additional free concession order.

  Customer response

  06/17/2024

   
  Complaint: 21743604
  
  I am rejecting this response because:

  My boyfriend and I were so disgusted about the lies from Chase that we searched high and low this weekend for the original food receipt, which we found and I attached. The total was $57.79 for the following items - peanut m&ms, loaded bacon fries, boneless wings, 10inch pepperoni pizza, frozen drink, and a regular drink.
  

  When we returned mid afternoon the following day to use our vouchers, we opted for a lighter meal - candy, popcorn, frozen drink and a regular drink. ***** did not allow us to use our food vouchers and insisted we pay for our food. He even held up the line while he argued with us. To avoid additional confrontation, my boyfriend paid for the food. And when we find that receipt, Ill attach that too! 
  

  To say the least, I am disgusted by the customer service provided. As the ** of a very large call center, I pride myself in leading with a customer first mentality. It has become utterly clear to me that *** does not share those same values. Shame on your leadership team. 

  
  Sincerely,
  
  ***************************

  Business response

  06/24/2024

  Guest was given concession items for free during their next visit, even though they were unwilling to provide proof of purchase from their original visit. They were able to keep the vouchers that they were given during the power outage and these can still be used if they choose to visit on a later date. Since they have received compensation for power outage of vouchers and got an order for free on their next visit, we consider this matter closed and will not give additional compensation.

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