|Address:||8954 S. Broadway Ave., Tyler, TX 75703, USA|
Just left here and Im actually pissed enough to write this immediately. Never have been a fan of his Studio Movie grill in Tyler as I originally used to go to the ones in Dallas. But knowing that this place is newish Im willing to give it chances. Today, however, they crossed the line. I like mudslides but notice that the ones made in Tyler are never really all that strong. I ask the waiter if its possible to make it stronger, if not no big deal. Just a question to ask, since I wanted something sweet and also a drink. He gives me this explanation about how he cant really tell the bartender to do that but maybe he can get me a shot on the side to add to it. I said if that wasnt trouble then please. They bring us our drinks and the shot. The mudslide and food didnt show up until I asked for it; it was cold. No big deal, trying not to ruin the night over it especially since the movie was awesome. We get the bill towards the most exciting part of movie so we didnt look at the receipt until after it was over. $11 for something called Crystal head. I asked what that was and they confirmed it as a type of vodka. I told them the waiter had never informed us of the added cost of the shot so they went and got the manager for us. I explained to him that I had simply asked to make it a little stronger and that the waiter was the one to suggest the shot on the side but had never been told that it was going to cost more than the mudslide. I mean, the type of vodka that was used on the mudslide is way cheaper, why would you give me his if I hadnt even asked for it? The manager said if I had drank it and I said of course. I didnt get the bill until the end of the movie. I got the mudslide and shot towards he beginning. Manager says, well you drank it, so youre going to have to pay for it (exact words, mind you). I am an easygoing person so I was the one to talk and try and understand why it wasnt disclosed, why did they choose the most expensive they could find and why the attitude from someone who is supposed to be the manager. I was trying to be nice. After that statment, my husband literally stalked off. He couldnt believe the rudeness and this practice and he was livid. FYI that shot cost more than almost every single mixed drink on the menu. Manager then admitted that all the mixed drinks come pre made which was why the shot was extra (doesnt give me a vote of confidence on their staff at all). Never EVER going to give them any of my business and Ill make sure to let others know.
I have been to the Tyler Studio Movie Grill for five different movies. The first couple of times were pretty good with the food being served within thirty minutes and the server refilled our drinks a couple of times. The last two times, which included the family and friends,however, have been terrible. The visit before todays, for the Back to the Future special, had five people in our party. We spent over $130.00 on food alone and that food arrived about an hour into the show. The waiter messed up the drinks, gave the burgers to the wrong people, and refills didnt happen. Today, we attended The Force Awakens with six people in our party. Our food bill came to $115.00. Again, the food took far longer than many of those around us who had come in after us. When the food did arrive, an hour into the movie, I asked for a refill on our drinks. Thirty minutes later, with no refills coming, I turned on the service light. The waitress came and, fifteen minutes later, we were given five of the six refills. The sixth never came. The to go box, requested with the soda refills, also never came and we waited at the end of the movie to ask for a box. The waitress, when advised we had not been given a box, snarkly responded "no worries". Clearly our time wasnt of any concern to her. SMG has clean facilities, plenty of staff, is well located, and has a great concept of serving a meal with a movie. Unfortunately, unless they can actually bring the staff together, and up to speed, it is just another movie theatre. I told the manager, as I left today, that I have no intention of returning. I hope that they can get their act together because it IS a great concept.
We bought advanced tickets for Deadpool, but after reading all of the extremely negative reviews across the web I decided not to go there. I went to their refund page over 2 hours before the movie (email says at least 1 is required), and it would not give me the refund. The submit button didnt work. We tried on my mobile device, on google chrome (pc), and on internet explorer (same pc - Windows 10). I decided maybe it was Windows 10. Got on Windows 7 laptop. Again tried both Chrome and IE. Nothing. I try contacting the location. Talked to manager Greg who was actually very nice, but said website had to do it. I call the number for corporate which takes care of website. Not within business hours. Contacted via email. Got an immediate response which unfortunately was just a cut and paste of what I had ALREADY TRIED MULTIPLE TIMES. Now Im angry. I reply back and tell them to re-read what I already typed. They didnt even read what I wrote. So a supervisor emails me and tell me not to talk to her employee that way. BTW. I did not curse or anything. Just wrote in caps which apparently is enough to offend some people, I just want them to do their job and pay attention to what people tell them. So they tell me to send them my debit card number and expiration date so they can issue me a refund. I did so, knowing that this is extremely insecure and a good way to get scammed out of my info. But did it anyway trusting they would do the right thing. Mike from guest services finally wrote to me telling me it can take up to 10 days for me to get a refund. What a scam. I will be contacting my bank.
Nearing the end of the film, I half-jokingly said I was going to write a bad review on Google. I read the 1 and 2 star reviews to see if any of the complaints were comparable to mine and let me say --- those 1 and 2 star reviews are ACCURATE for the most part. This was my first visit to SMG. I didnt know what to expect. The lobby/dining area/bar is beautiful. Thats why Im giving 2 stars instead of 1, also because the seats were comfortable even though they didnt recline (to my knowledge). Reason its 2 stars is because: 1) One glass of Dr. Pepper is $4. Note: It was flat, drinks and drink prices were not listed on the menu, and we were denied a refill - more about that later.* 2) Food was not as pictured and arrived ~20 minutes into the movie. Note: We ordered chicken strips and fries, pictured on the menu as a good size and arrived as 3 small strips and 8-10 fries - for $10.50. 3) *We caught a 9:45 show, unaware of when the place closes. At 11:30 a server brought our check, we asked for a refill and I was going to order a pizza. She said "The kitchen is closed..." and mentioned the drinks were also done for the night. There were showings at 10:30 on this night. It doesnt make sense to me how a movie can be showing at 10:30 but they close the kitchen between 11 and 11:30, especially when it takes almost 30 minutes to receive your food. And as a side note, the cupholders were filthy - all of them. Like theyd never been cleaned. Luckily we were paying with a gift card otherwise we would have had a fit and a half.