Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our local movie theater that had been closed for some time reopened this week with new ownership (Entertainment Luxury Cinemas). I went to the website to pick out seats and reserve 4 tickets for myself, husband and two children. In the drop down options it offered complimentary passes to choose which I figured was a promotion for the theaters grand reopening. I chose 4 complimentary tickets which went through fine and printed the tickets. When we arrived the next night for the movie, I was told they were not honoring those tickets, that there was a mistake on the website and if we want to see the movie we need to pay. If it was just me, I would have left and this feels very much like a scambait and switch situation. I paid since I had promised my children the movie. However, we now had to pay $40 even though my printed out tickets from their website all had complimentary passes indicated on them. They offered no apology, explanation or discount. It all feels very wrong.

  Business response

  09/17/2024

  With response to the complaint regarding the Portland Luxury Cinema;  the theatre has just recently been opened.  Actually the day in question was only the second (2) day and the theatre was having computer issues.  There's a computer progrram called *****, which does everything from allowing patrons to purchase tickets off of our website, to numerous daily / weekly reports needed.  Unfortunately there was a glitch between the Veezi program and our website where the required cost per ticket wasn't entered, therefore listing it as $0.00 **************************************************** team at the theatre are also new to the movie theatre secter.  They've been diligently trying to learn all the ropes, which are numerous.  Once the corporate office was  informed about what was happening at the theatre, with numerous people coming in with the same $0.00 Pass-Complimentary we told Management to accept them graciously, welcome patrons to enjoy the newly opened theatre.  But by that time the damage has been done, and we certainly can appreciate said patrons being upset being told they couldn't use said tickets.Since this occurred, Management has been advised and schooled on proper customer relations and hopfully going forward, won't have an issue such as this.  

  We're reaching out the patron, ******** *****, to explaine the situation and apologize for the confusion.  We're also going to be sending her and her family complimentary passes for future use.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩