|4549 Mills Cir, Ontario, CA 91764, USA
I recently went to this theater to see John Wick 2. I had to reserve seats which were only available to the edges. Upon arrival, my wife had to powder the nose, and I tried to go up to the counter to purchase food and drinks since I was in the theater for 10 minutes. They gave me a nasty attitude (as in how dare I walk up to a counter with cash registers) and told me to go back to my seat. It took 30 more minutes just to get a soda and an alcoholic drink. The movie was already started by the time they delivered the drinks, and almost immediately afterwards one of the ushers were helping a couple to their seats when they spilled my fresh coke all over me, my seat and the floor. The usher looked down, snickered and went on with his business. I went outside asking to get a normal cup with a lid and straw since people keep bumping my tray area. They would not do so and would not give me a replacement drink since I could not recognize my seat number. In the meantime I am missing the first part of the movie I paid a premium to see in this "comfort" theater. I then went to information and asked for the manager to make a complaint. They said it would be a while because she is busy, so I told them I will be in line at the standard snack bar getting an extra large soda (cheaper than the 14 oz glass you get in the premium theater) with a lid and a popcorn. Since my wifes drink was almost all ice, I got her a replacement soda as well. This took me 10 minutes. While I was filling my drink, I saw the manager talking to the guy I had told that I wanted to see the manager. They talked briefly and she just shrugged and walked away before I could say or do anything. At this point, I am out $30 for tickets, $20 for overpriced drinks that get delivered, and now $20 more for two sodas and popcorn. I have also missed close to a half hour of the movie and no power whatsoever to do anything. I went back into the theater, wiped off the seat the best I could, and sat and tried to watch the movie, which is hard to do when staff is CONSTANTLY walking in front of me and bumping into my feet. Afterwards I went back to information and simply asked for a complaint or customer service contact, to which I received a piece of scrap paper with an incorrect phone number on it. I dont understand...what exactly is the premium ticket price for? Is it for the super bright AMC lights between seats that are distracting? Is it for paying for a soda and even though their staff spilled it not getting free refills? The normal theaters you can buy your stuff and carry it in with you and you can get refills on the drink. Apparently not so with the "premium" theater with the bigger seats. Since nobody at AMC at the Mills seems to care at all and since I could not get my money back, my only recourse is to write this review. As near as I can tell, the new changes are to squeeze even more money out of the public as more and more of these hotter movies are being ran in the premium theaters. They are so concerned about trying to compete with fancy theaters and serving alcohol that they forgot to take into account the fact that the main reason people are coming to the theater is to be immersed in a movie for a couple of hours. Expect constant interruptions, underpaid and under-performing staff, unsympathetic management and a premium for tickets and snacks. If you ARE going into the fancy theater and you do not plan on getting alcohol, get your snacks and drinks beforehand. Or go to Edwards as it is in the same mall complex.
First time there and i will never go back. WORST customer service ever. I would rate it negative stars if i could.... Got kicked out after paying 80$ on tickets for a movie we didnt even get to step a foot inside the auditorium... and they refused to give us our money back. I dont live near the area so I basically drove an hour and 30 mins to pay over 100$ for tickets+ snacks to get kicked out and for my husband to get laughed at... So my husband and i are 23 we decided to have a movie day and do some shopping on our day off with 2 of our friends that are also of age. Husband and I stood in line for alcohol purchase he got denied and laughed at by the bartender after we stood there for her to finish chit chatting with her coworker. She had the audacity to tell him he wasnt able to do the purchase and to get a new drivers license it was broken but still intact on the edge.. it would just bend from a SMALL corner... you were still able to see his birthday and picture clearly. Even though they were able to see he was 23 they told him no but we let it go. We continued to get stuff to eat and drink so during the movie we wouldnt have to walk back out and miss parts of the movie. We walked to get butter for the popcorn and since i had a bunch of snacks i had my husband help me with the drinks by the time i finished we were already literally next to the auditorium #17 to be exact.. the girl that was at the bar got near us and told us to leave because we "broke" amc rules. I was bummed and asked why. And she said because i let my husband hold my drink that EVEN though he was 23 that to them he wasnt of age because they denied his license in the first place. I explained that i had stuff that he was just helping me and they said "no, that my plans were different.." i didnt know they were fortune tellers at Ontario mills AMC that can read a customers next doing.. so we asked to speak to her manager and she was already there standing behind us.. So I tried explaining but she didnt let me speak. She told us to leave and we asked for our money back but she refused to refund all 4 of our tickets that all she could do at the most was refund our snacks because they were unopened but our tickets were more expensive than the snacks. Im in complete disbelief that I drove just for that unpleasant customer service. Ruined the rest of my day. I was soooo mad i didnt even get their names. I just remember both were light skin... One of them was chubby and with a guys haircut and the other one was skinny with really curly blode hair and dark roots... idk if it was because my husband is of skin color but it was literally unnecessary for them to kick us out and not even refund us all our money knowing we were all over 21. AMC NEEDS NEW STAFF THAT ISNT RUDE AND UNFAIR TO OTHERS HARD WORKING MONEY
Really disappointed with this theatre. Was there yesterday Sunday 6/5/16 for 7:35pm show. The theatre was filthy, concession area floors covered in sticky soda, several drink machines out of Diet Coke, popcorn butter and condiment stands super dirty, covered in buttery goo, no condiments for hot dogs, the concession stand line did not have a lot of people but no help from Cashiers all in the back doing stuff not helping customers. Mens bathroom was a wreck...paper towels over flowing, urine on the floor, no soap in dispenser...very nasty. Told manager Ashley about their issues in bathroom and concession areas, came out of the movie 2 hours later nothing had been cleaned, Mens restroom still a wreck and now out of paper towels. One kid was sweeping up a bit of popcorn in front of the condiments counter with ear buds in, but not wiping any of the goo that was dripping all over their counters and dripping down to the floor... pretty disgusting. I think worst theater in area...high prices, dirty facility, no customer service, usually hard to get good parking without walking 1/4 mile back to the theater. Ontario Edwards across the street is much better. If you can drive 15 minutes East to Jurupa 14 theaters in Riverside best local theater, lower prices, newer theater, cleaner, better concession stand, better customer service. After this visit I remembered why we stopped going to this AMC Theatre, they are too busy socializing and not doing their jobs. Not a good facility.