|Address:||100 Coneflower Dr, Garland, TX 75040, USA|
AMC Firewheel 18 is a part of the AMC chain and offers a typical movie-going experience with additional amenities like a concession stand. However, based on customer and employee reviews, there are several areas where the theater could improve to enhance customer satisfaction.
Count your change & get a receipt! We gave our son and his girlfriend $15 (a ten and a five) to get a drink and candy - total $13. They were given their drink, the Stubbs card, and a receipt. When they walked away they realized they did not receive any change and returned my card and the receipt to me and told me they did not get their change. The receipt they handed me was a Stubbs receipt not a purchase receipt. I immediately went to the cashier. Originally they said they purchased the more expensive candy. We showed them what was purchased and they acknowledged it was not the expensive candy and the total should have been 13$. I asked for the manager. She came and took the till to count. A little time later she returned and said everything was even in the till. I explained i could not be certain if they were overcharged or short-changed, because we did not have a purchase receipt but there should have been $2 returned to us. She pulled up my Stubbs account and said the purchase total was $13.50. So...they were overcharged but that still should have left $1.50 change at that price. I asked her to review the tapes - as there are cameras everywhere. She stated the GM would be there in 30 minutes and he was the only one who could do that. We watched the movie them returned to the service desk. She stated they reviewed the tapes and "things" changed hands so they would be glad to give me a coupon for a free small soda, but that was all they could do. I then stated that if nothing else, the kids were overcharged and that overcharge needed to be refunded and we would talk with the GM about the rest. She pulled up the account again and stated that she looked at it wrong before and the total was actually $13 so they were not overcharged. I declined the coupon and asked to speak to the GM who was still in his office. He came down and assured me he reviewed the tapes personally and money changed hands. I am not a naive parent, but in this situation, I know that the money never made it to my sons hands so I asked to see the tape. He refused stating I was not allowed in his office. I asked for him to send me a still shot of money going into my sons hands - he could used my phone if he needed it. He became offended and started going on about me not trusting his word. Needless to say, we did not get to see evidence of my son receiving money. Bottom line is this… Its 2$. We are not financially troubled and have been customers for YEARS, spending typically $50-100 every time we go. Today it was only about $30 at the concession stand, but its early and we just ate. Rather than refunding the money they took, they went above and beyond to hold fast to the 2$ - even at the point of calling my son a liar and alienating a customer. I would have taken the $2 out of my purse and gave it to the customer at that point. As it is now, we will go to the local theatre from now on. I would rather spend more money with honest people instead of risking being stolen from again. Of note…they are also having speaker issues - there is a constant hum when the sound is low (you cannot hear it when the sound is up). kind of annoying, but nothing compared to being dishonest!
No Lives Matter
I worked here for a year and I just quit without even giving a 2 weeks notice. I just couldnt take this stupid company anymore. It was easy, I was friendly to customers, I worked my ass off, and I had great coworkers and some managers that I had great conversations with though I am very quiet. But, their management is going down the drain, their way too focused on the amount of AMC Stubs solds than the customer satisfaction which is why AMC, let alone this theater is going downhill. Their policy is stupid, they can write you up for hitting the x button on the computer because someone decided to change their order, you dont get paid extra on holidays, let alone Christmas, if you want to request time off for vacation, you have to remind them a week before even if the plan is not confirmed until the last minute or else you could get scheduled, theyre not flexible with availability even with school, if you miss a shift (even if you were really sick), you have to call someone to fill in your shift or else you get written up or fired if you dont show up, they get so politically correct that you must call customers guests instead of customers to make them feel special, concession prices are high, they have an anti-gun policy, management is lazy to help you unless you call them and they will take like 5-10 minutes or even longer, and you could get written up for not selling enough Stubs cards. I tried to request off for vacation with my family, but my family couldnt confirm until the last minute and I couldnt control my parents actions so I had no choice but quit without a notice. I am done working for this company for good. If any of my managers or coworkers reading this, Im sorry I let you guys down, I hope we can still be on good terms, but please improve your management and policy, this theater will go downhill if nothing is improved.
I am a frequent movie watcher. I go 2-4 times per month. On Jan 18, Martin Luther Holiday, it was a busy day for movies. We came at the late afternoon showing. It was extremely cold. There were 5 people in the booth where you buy tickets. Only 1 was selling tickets.. The other 4 were in a "training"? I also was here 2 weeks prior and it was freezing cold and they only had one person selling tickets and it was freezing cold on that day too. In inclement weather, when people take the time out of their lives to go to a movie, I think the appropriate thing is to have the theater accommodate their guests. I asked the manager and he just said he was sorry, they had to train??? HMMM Well all the people in the LONG LINE outside were freezing and it was unnecessary. They could have brought the guests inside and sold tickets at the guest services area when it was so cold. We also went inside the restroom and it was deplorable. Really dirty, stalls with tissue all over the floors, many had no tissue. Many were sitting with stagnant waste and filled with tissue. Really disgusting. We came this Sunday to another film, and my friend said she had to go to 4 stalls before she could even locate toilet tissue and this was the 12:30 early afternoon showing on a Sunday.. I go to the movies really frequently, but this theater is always a fiasco. Long lines for concessions, frequently missing part of a movie. Many cash registers left unattended, so the guests have to stand in line longer to be waited on. This is my far least favorite theater. I have been going here since it opened. It has steadily gone down hill. If another theater would open close, I would certainly make a different decision for where to spend my money. Claudia Shugart