|Address:||3150 Grapevine Mills Pkwy, Grapevine, TX 76051, USA|
Will never return to this theatre. Spouse and I showed up on a Friday night for a 7:00 movie. Place was dead and no one in the lobby. We were watching a 3D movie and after giving our tickets to the ticket taker, were not given the 3D glasses. We asked for our glasses and the ticket person shrugged and said he didnt have any. We said we were seeing a 3D movie, so we needed the glasses and he told us we would need to speak with customer service. HUH? okay, whatever. We went to the customer service desk and explained we had been directed there to get our 3D glasses for our movie. The 15 year old at the desk stood blinking at us like we were crazy and said he didnt have any glasses there. At this point we asked for a refund because we cant watch the movie without the glasses. The customer service worker came back and sad all of the glasses were outside in the outside bin, and they would have to bring us some. Its a Friday night and you dont have any glasses available? They brought us two pairs that were not wrapped in plastic and had obviously just been pulled out and handed to us. Our movie was about to start so we just took them and went to our theatre. Inside the theatre we noticed our seats were divided by a huge barrier so we would not be sitting together. This was not what the seating layout looked like online or we would never have bought those seats. The theatre was completely empty except for one other person, so we asked if we could move down one chair so we would be sitting together. Our server told us we would have to speak with customer service. Again, huh? We make the long walk to the other side of the building and again are met with blinking confused eyes at customer service. We are told we will have to provide our credit card with which we bought the original tickets in order to move one seat over in an empty theatre 5 minutes before our movie is supposed to start. We say okay and give them our card and are assured we will nt be charged for the extra seat. Getting back to the theatre we are surprised to see that they have changed their menu. They no longer have the extensive 6-7 page menu they did in the last with lots of different options. We are given a one page menu with all new items that are just ridiculous to serve in a theater. You cant get a regular burger anymore. Its a gormet burger with special sauces that sound disgusting. Traditional macoroni and cheese? Try $18 dollars. For macoroni and cheese? Are you kidding me? Our server arrives chewing a large wad of gum with his mouth open. He acts like this is the absolute last place he wants to be. We order our drinks, a dr pepper and a root beer. He shakes his head and says they are out of both. Hmmm....... we order our food. Guess what? Nope they are out of what we are ordering. He is extremely rude to us and doesnt even apologize. We go back to the customer service desk and ask for a refund. The 15 year old "manager" appears and wants to know why we need a refund forcing us to have to recount everything again. He argues with us, but eventually gives us the refund. And guess what? When I got my statement the next month not only were we not given a refund, we were charged for the extra seat when we moved one seat over. This used to be a great theatre with a wonderful menu. Will NEVER return to this theatre again. Bring back the old menu and hire employees over the age of 15 who understand customer service. No wonder there was no one there on a Friday night!
When it was first built back in 1997, this place WAS. Had they maintained it, it might still be, but ... First, the restrooms smell like they havent been cleaned since they opened. Ive been to seedy truck stops with better smelling restrooms. I had to stand in urine to pee. While waiting in line for the theater to open (got there early to be first in line) was told they had mis-listed the movie and we could exchange our tickets if we wanted to get the correct theater on the other side of the lobby. Ok, so we werent first and didnt get our favorite row. No big deal. We went 1 row up, and the center seats looked like a small child had been ill in then some hours earlier. Next row up. Sat through the same 10 slides, cycling every minute and a half for about an hour, until 15 minutes of commercials started. Yep, paid $11 to watch commercials. Previews started at movie start time and played for 15 minute. Lights dimmed for these, but not totally so latecomers could see to sit. The movie started but light did not dim further. Movie was good and volume was decent until the end of the movie. Almost to the credits (still not sure if we got to see the final movie scenes), the movie cut off, the lights came up and the slides started again. The crowd booed and made unpleasant sounds. No response from theater staff. Crowd waited for 5 minutes in theater. No response from theater staff. Crowd went to lobby. No response from theater staff. No sign of any theater staff, except for one lone worker cleaning the concession area and diligently ignoring unhappy mob. (it was the final show of the night) Some raided another theater showing the same film to catch the end credits (it was one of the Marvel movies, with a scene after the credits). Some ran around the theater looking for staff. Some called out in loud voices in the lobby trying to get staff attention. No response from theater staff. After another 5 minutes, credits start rolling in original theater. We return there to see the bonus scene after credits. Once back in lobby, 2 staff in customer service booth, telling everyone to kindly wait for manager. Manager appears, voucher book in hand swaying "all money tucked away for the night, so no refunds, but come back for a free film anytime." I gave my voucher away and will not return there again, until it is renovated, cleaned, under new management, et al.
If there was an option to give a -5, I would. Outrageously expensive, worst food ever, dirty, wont ever go again. Senior ticket for matinee is $11.50 (wtf?). $12 for the worst inedible burger I have ever had. $5 for a 12 oz glass of diet coke with not enough ice or $8 for a shake - RIDICULOUS! Table top was filthy and sticky and had to request it to be cleaned. The menu is very strange and unappealing for a movie theater (brussel sprouts slaw instead of cole slaw, a burger with sweet fig jam and brie, rainbow quinoa - give me a break!! This is not movie food.) I thought "Who could go wrong just ordering a classic burger, right?" Wrong. The menu claims the burgers are 6 oz which is doubtful. It was a tiny patty that didnt even cover the bun. It says "toasted brioche bun". Well, mine was definitely not toasted. It tasted like it just came out of the refrigerator or maybe just thawed from the freezer. The burger was barely warm (definitely not "just cooked") and the "royal sauce" - yuk!! It was horrible. It tasted like tarter sauce. Cheddar cheese - nope dont have that or mayo. The burger and fries were the worst I have ever eaten and I say that lightly because after a few bites, I chose not to eat the rest. I visited this theater numerous times when they first introduced dine-in. They had a great prime rib/provolone sandwich and other tasty items. But there is nothing like that on the menu anymore. I guess whoever creates the menus now thinks they are some gourmet health-food restaurant. It is not. I could go to Movie Tavern or Studio Movie Grill for $5 or $6 during matinee hours and get food that is actually good and far less expensive. While the reclining seats are nice, they are not designed for eating a meal. It is actually quite difficult to eat in these seats. Also, about 10 min after the movie started I noticed that the seat/row I preferred was still unoccupied. I asked if I could move to one of those seats. I was told no, that those seats were reserved. No one ever showed up to sit there for the entire movie. Even the airlines give your seat away if you arent there 10 minutes before departure. The only reason I chose this theater is because they were the only ones still showing the film I wanted to see in the local area. If this happens again, I will wait for the movie to come out on DVD rather than go to an AMC theater again.