ComplaintsforAbingdon Cinemall

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/22, my family and I attended a viewing of The NunII. The movie was scheduled to start at 2:15. It did not start until 2:50. Toward the end of the movie a male in dark pants and a dark hoodie with the hood up entered the theater multiple times, paced around for a moment and then left. Before the movie was over, he entered a last time and then perched himself on the railing directly in front of the exit. He had his hoodie hood up, head down and hands shoved into the hoodie pocket. We attempted to call the Cinemall from my partners cell phone a total of 6 times to seek verification as to whether this was an employee or not as there was no identification and his behavior was odd. Other patrons were noticing, pointing and murmuring as well. Every call went to an automated system where no selection could get me to the actual office. I then began searching for the number of the new restaurant next door in an attempt to reach the Cinemall. The movie was still going. I do not remember the ending at all because I was scared. My partner then decided to call 911. We reported it. Cops came. I attempted to speak with a manager but was very upset. No follow up. Didn’t ask for contact info. The cinemall is currently on social media lying about the events. They are stating the movie was completely over which is a blatant lie. They have even went as far as to agree with and encourage ugly comments from the public stating that the caller needs anxiety medicine, obviously doesn’t know how a theatre works and should face criminal charges. They have refused to speak with me any further and have blocked me from social media. I haven’t publicly posted my experience as I wanted them to make it right. Acknowledge that our experts valid, take down their untrue and disrespectful comments and put policies into place to ensure patron safety and comfort. I do not feel any of those requests are unreasonable and at this point I feel a public apology is also in order.

  Business response

  11/18/2023

  The Cinemall has our community proudly for over 25 years.  We have never before had a complaint placed against us with the Better Business Bureau or with any similar entity. This particular complaint is full of so many untruths that it is not worthy of an additional response.  We say additional, because we already responded directly to the complainant, twice, in detail.  Our reponses were truthful, thoughtful and respectful. The fact that the complainant remains unsatified is apparently because the complainant suffers from being overly consumed by the negative comments on social media that her actions received from local residents.  We have no control over this.  Our customers have even suggested that we ban the complainant from our place of business.  The complainant is a long-time customer lof ours herself, we did not take that step, and instead we continue to welcome the complainant back in the hope that she has another good experience, as she has had for years and years prior to this one incident that she can't seem to put into perspective and overcome.  And thank you, BBB, for the role that you serve in our society.  We consult your resources often and greatly appreciate your work.

  Customer response

  11/20/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I don’t understand how a business can straight out lie and then turn around and say that I’m being dishonest. I will never go back to the cinemall as they did nothing to ensure that we felt safe or cared for. They blocked me on social media when I attempted to reach a resolution. At this point I’m devastated because all I wanted was for them to acknowledge my experience and develop a policy to prevent it from happening again. Regards, ***** *****

*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. ↩