|Address:||1210 Scenic Hwy N, Lawrenceville, GA 30045, USA|
Let me start by saying I really wanted to like this place and I even gave it a second chance. Its now a part of AMC, it has reserved seating and its close to home. Those are my top priorities in that order. I dont care about the dine in part but for my wife and kids its a big deal. With all these things going for it I just knew this would be our new go to theater but I was sadly mistaken. The first issue, which likely causes most of the other issues, is very poor staffing and much of the staff they do have doesnt really care much about customer service. My first visit was to a Saturday late lunch time showing. We arrived 20 minutes early to ensure we would get out order in before the movie started. After 1 1/2 hours of waiting, tracking down staff twice, being told by the manager that the call button at my seat must not work I eventually got my lunch....and it was cold. When I got the server to come back (by using my "broken" call button) he simply took my food and never returned with a fresh plate. We didnt see a server again until the checks came out. I will admit the manager credited our entire bill (2 waters and 2 entrees) but not replacing my food was down right rude. I would have much rather stood in a line for my popcorn or pretzel and a drink then carried it all to the seat myself. Fast forward a week and the whole family wants to see different movies and this location matched up on movies and times so I agreed to give it another shot. My 3 boys gave the whole situation rave reviews, but popcorn and soda was enough to make them happy. My daughter was in a different theater and didnt even get her items until mid movie....again. My wife and I started off really well this time with piping hot pretzels (which I give 5 stars and the only reason this location is not a 1 star for me). Then we ordered this special that is a bowl of fries covered in brown gravy, steak and cheese. My wife has severe food allergies to milk which we conveyed to our server and we asked him to make sure there was NO CHEESE. The backup server returned with the fries that looked to not have cheese at first glance in a dark theater. Luckily we are very careful and I shined a light on them to double check. There wasnt a lot (or even normal amount) of cheese on them but there was cheese. It looked like they messed up and instead of starting over scraped off what they could. Our server had them remade and it was a good entree. Lastly, this is not an AMC theater. It started off as part of Carmike. The reserved reclining seats are not nearly as comfortable and the newer AMCs and in general the entire place is just not as nice as I have grown to appreciate. AMC sent me a survey and I told them all of these issues in the narrative. To my surprise, they never reached out to me. So I say, dont waste your time. There are plenty of other options out there.
Unfortunately this was my first time at this theater. The theater was so hot that when we walked in me and my 3 other guests i arrived with had to fan ourselves with the menus due to the heat. We watched 2 different servers take orders from the people in the row ahead of us and those 2 servers then left the theater to never return. We sat down 10 minutes before our movie tonight. (At 5:50pm when the movie was scheduled to begin at 6pm) We werent approached by a server until 20 minutes after the 4 of us had hit the buttons on three different seats for help. One server took my aunts order of popcorn and a drink. The other took me and my husbands order of covered tator tots, popcorn and drink. (As a side note i am very visibly 6 months pregnant As well.) The server that took my aunts order left at the exact same time as the one that took ours did. The server my aunt had brought her drink and popcorn not even 10 minutes later... 30 minutes into the movie i re-hit the button on my chair for service bc i still had received no drink nor food. My aunts server came to us 10 more minutes later with the exact same popcorn and a drink my aunt had received prior to this leaving about a 40 minute gap for the exact same food on the exact same row. As she gave it to us i enquired about the tots we never received. She said ok and left. Then again, the row in front of us received 3 more orders and our tots didnt come. Our original server finally came with them almost an hour into the movie. When she did, she brought it to me with no fork to eat it with.... a hot plater of melted cheese, bacon, tots, and ranch with no fork to eat it with an hour later. Her name was unfortunately not on the receipt. She was young, lighter skinned, with a natural pony tail. (But NOT the one with the glasses. No glasses.) On top of extremely bad and slow service, the popcorn we DID receive was cold and stale.... indicating it had been sitting around instead of being served to us in those 40 minutes of waiting. My Tots were hot obviously from a warming area..... But extremely hard as they had also been probably sitting around for that hour it took them to be brought to us. The entire movie was disrupted by severs walking in front of the screen every 15 minutes on previous rows ahead of us. The chairs are hard and noisey. I usually go to amc colonial 18 and their recliners are QUIET and COMFORTABLE unlike this ovation theaters seats. This was a horrible experience as far as movie theaters go and unfortunately i wont be returning to have another experience. Ill stick to colonial 18 where I never have had bad service, bad food, servers walking in front of and interrupting the entire movie, and uncomfortable seating. For your future customers sake i suggest you get it together and stop ruining the good AMCs brand name.
I have been to this theater 3 times. During their trial run, and twice after that. 1st time ran like a dream (but take in to account that there were only a few people to serve since this was during the pre-opening). The next two times I was throughly disappointed. 1. The service was horrible. The servers were not attentive to the call button. It took 8-15 minutes average for some one to come to see what we wanted (and yes I did time it) the 2nd time I went we got our appetizer the same time we got our meal..30 min before the movie ended. It was cold and had to be sent back. My son did not get his drink until I stopped a server who was not ours and asked for it...again. The bill did not get to us until about 5 minutes before the movie ended and then we had to wait 10 minute after the movie ended to get our card back from the server. And we were not the only ones that had to wait. There were groups of servers in the hallway chatting like they did not have anything better to do (which is probably why us customers were waiting with bated breath for our call button to be answered. No one was watching the call screen). To make matters worse a manager come through and loudly reprimands them in front of customers. Smh! Not professional. THAT was just the 2nd visit! The third (because maybe the last visit was a fluke. You know, just a bad day for a new business) was even worse! Service the same as the 2nd time we went. But what did it for me was when my husband had to literally FIND someone to pay our check! (And have the nerve to charge 17% Gratuity for this type of service!!!) Once he did find someone, the manger (a different one than the one I saw before) began to rant about how he had to do the servers job for them loudly. He took it as far as to walk down the main hall literally shouting that people were not doing their jobs! That was enough for me. I will stick to AMC or Movie Tavern Suwanee, GA for now on.