|Address:||12332 University Mall Ct, Tampa, FL 33612, USA|
I have been to this theater twice before and had a decent experience but in comparison to other "luxury" area theaters, I am no longer impressed. The ticket prices are the only advantage to this theater. Even if you dont do the Groupon deal, the fact that tickets are only $9 for evening films is a great deal and I give them their props on this. However, my most recent experience while going to see The Magnificent Seven (great movie by the way) was not even decent. My recent experience is what gives this theater a 1 star in my book and I wont be returning. The fact that I live a whole 45 minutes from this theater is already a reason I wont go back but even if we are near the theater and want to see a movie, I will make sure to drive to other ones that may be less convenient at the time just so that I can have the level of experience I expect when spending what I am spending. I get that it was opening weekend for the film we chose and so service would be a little delayed. When our server did come, she took our order and we never saw her again. I knew it wasnt going to be a good experience when our appetizer was given to the wrong table. From there it just went downhill. Our food didnt come out until we finally asked for it and when it did, my burger was lukewarm, my friends chicken strips were lukewarm and our fries were old. It was obvious that our food had been sitting for a while. I was missing things that I asked for with my burger and when I asked for a glass of water, I never received it. Everyone else on our row received great service but it was like myself and my friend were the forgotten two that people were trying to fit in. I didnt even eat half of my burger nor my fries and I was hungry. I left hungry, never got a glass of water like I asked for and still had to pay gratuity since its built in to the ticket price. I could have spent that same amount of money and went to Chilis or Applebees and had better quality food and drinks. For my 3rd time going and my 1st time without children, I was really disappointed in the level of service. When I expressed my complaints to Corporate, I thought I would have gotten a phone call so I can talk more about the fact that I wasnt upset with the server I had at the end of the night but the overall process of transfer because it was obvious that my server had left for the evening and didnt transfer us properly to the next person who was just trying to manage with almost three rows of guests to take care of. But Corporate didnt even give me a call. Their response to my feedback was more of a brush off than anything else and it made me feel like they didnt really value what I had to say. When I have better options closer to my home, I rather spend $100 on tickets, drinks and food to be comfortable and have an amazing experience than $70 on a less than enjoyable experience. I wont be going back to this theater. And doubt that I will support the SMG brand as a whole.
I really wanted to like this place, but sadly, I could not. One of the only good thing I could say about the experience was that the tickets were cheap. When my group of three first arrived, the lobby looked clean and upscale, but the longer we was there, you started to notice the grime. There are parts of the theater (like the escalator that goes down to the lower level) that look like they have not been cleaned in months. The tray tables were grungy, along with the cup holders between the seats. It just looks like it hasnt really been kept up with, which is bad since this place also serves food where cleanliness should be a top priority. Forget about the bathroom. I get it that theater bathrooms are high traffic, but I was there for an afternoon showing and the place was fairly empty. Theres no reason the bathrooms should have looked like they belonged in a busy intercity bus station. The leather seats were almost comfortable. It would have been nice if they could have actually reclined a bit more, plus some type of foot rest would have been awesome. We were in theater 11 with 6 other people (very small group). The screen was sagging in the upper right corner and there were discolorations on one part of the screen. The sound system was out of tune. The bass was so overpowering that you could hear fixtures of the theater rattle from the vibrations. The theater also had a funky smell to it. The seat side service also underwhelming. The first server who took our order was friendly and personable. We ordered a large popcorn, pretzel bites, and two regular Pepsis and a childs Dr. Pepper before the previews began. The pretzel bites arrived pretty quickly; however, everyone else who arrived after us received their popcorn and drinks while we still just had pretzel bites. Our drinks didnt arrive until midway through the previews, and the drink order was wrong. We had to ask a server about our popcorn, which didnt arrive until 10-15 minutes into the movie. The bill arrived in the amount of $30 and it included a 17.5% gratuity automatically. Theres a message on the bottom of the bill that informs you to speak to a manager before you pay your bill if you feel the tip wasnt worth the automatic 17.5% - which is of course useless because you cant read the check in a dark movie theater. I know the mall is trying to revitalize its image and attract more customers, but if this theater is any indication of what we can expect in the future, the outlook is grim.
I hope this does not fall on deaf ears, My boyfriend and I had the displeasure of bringing my younger siblings to your establishment to watch the 6:30 showing of Spongebob. It started off well enough, however, about a third of the way through a group of children filled the front rows. Their attitudes, words and volume were less than ideal. My younger siblings are 5 and 10, I was profoundly shocked that neither your employees nor management staff said anything to the group or their chaperones to please quiet down. Not only were foul language used, cell phone cameras and lighting were in use through out the remainder of the movie. They were in the row right in front of 30 or so children below the age of 10…. I was under the impression that this establishment was "family-friendly", apparently I was mistaken. Towards the end of the movie I received the bill for the popcorn my brother and sister ordered, when the server came to collect the bill, I asked her for a box to put the remaining popcorn in to take home. When the server came back 10 minutes later, she had no box and proceeded to roll her eyes with an attitude when I asked for the 2nd time. At this point I was livid, waiting another 5 minutes until I gathered she wasnt returning, My boyfriend tried to grab the attention of another female server. I was unaware of his gesture so I in turn waived her down as well, she signaled me with her index finger to wait as she leaned against the wall talking to another customer. There are a variety of ways to let a customer know youll be right with them without the need for un-professional hand gestures. Regardless, we waited for another 5 minutes or so before we got up and walked out of the theater with the bowl of popcorn. The officer at the door stopped us and let us know that the bowl couldnt leave the establishment, we understood and asked for a box and a manager. The officer provided us with the box and radioed for a manager, the first manager I presume was tied up with another customer so he radioed for another. I looked down the hall where a gentlemen in a black button up SMG polo was on his phone walking towards us. Half way to us he stopped and continued to fidget with his phone for a minute. After I saw this I realized my complaints would go unheard. So I will be letting everyone and anyone know the kind of rude "Customer Service" my family and I received from SMG.