|Address:||711 Woodbridge Pkwy, Wylie, TX 75098, USA|
I hate writing this review because I keep wanting this theater to be good, but it just isnt every single time we come. In the interest of time, heres a synopsis of the latest visit: We were in the Marquee Suites and were the only ones there. Order food, drinks. My wife gets sweet tea, which makes her nauseous shortly after drinking some of it. Takes awhile for food to come, and when it does, my wife, still with upset stomach, is missing hers. After awhile, (at this point it was 45 minutes after we had ordered), we pressed the button to ask about my wifes food. A young man came and said hed check. Some time passed, my wife was feeling nauseous to the point where she had to run to the bathroom. When she came back she told me that the employees were all huddled around each other just talking and when one of them saw her, he rushed to the kitchen, obviously remembering that she hasnt received her food. The food came shortly after that, but by that time, she was sick from whatever was in the tea and she couldnt eat. They eventually brought the bill, which I took outside the theater with her untouched basket of food and asked for a manager who was huddled with the other employees (unprofessionally dressed in a baseball cap--Youre the Manager! Come on!) I told him very politely about my wife drinking the tea and getting sick and asked him to take her plate and her tea off the check. He looked a little peeved, then asked me if I wanted to take the food to go instead. Um. No. He said "O-KAY," in a bit of a snarky way and I left the check with him. No "Sorry that happened," or any sense of empathy, remorse, nothing. Shortly after that, a very polite young man (should probably be promoted to Manager because he seemed to have more sense in my opinion) brought me the revised bill and apologized for the problems. My family and I left, vowing to never return again even though we live right down the street. Id rather make the 25 minute drive to Alamo Drafthouse than the five minute drive to B and B, which is sad. Weve been coming since they opened the doors and the service always seems to be sub-par for the price you pay to sit in the Suites. Another note--the railings on the stairs block part of the view of the screen in many of the seats. I dont know that Ive ever written a bad review before this one because of bad service. It truly does take a lot. Just avoid this theater until they get good management. The lack of focus on customer service obviously filters down from the top. May even filter down from the owners. Not a good feel at all. Too many other options in the area.
We have been here 3 times, once in the regular theater (which was as expected), the other 2 times in the marquee suites. The first time we were nearly 45 mins into our movie, before we received our beverages (non alcoholic), and we had our food about 20 mins before that...which is weird. The good news was the servers came in at the end and apologized for the service, they said they were short staffed, and everyones check was free. That was great, I assumed that was a one time mistake, and was pleased with the solution. We went yesterday, and it was the same thing again, but this time not free. We placed our order for non alcoholic drinks, popcorn, and food. We received our popcorn 15 mins later, and I asked where our drinks were, and they said they were coming. I turned on my light and asked again when we were halfway through our bag of popcorn, and the waitress was rude, and said with an attitude that they were short staffed and thats why we hadnt received our drinks. Shortly after that we received our drinks, and not too long after that our food. The food was as expected, no complaints there. After the suites had their food and drinks delivered we never saw a server again, for the remaining 45 mins of the movie. A refill of our drinks would have been nice, but clearly its hard for them to see your light for service on when there is no one in there. I do realize it is not the servers fault that "they had 4 servers for 3 sold out movies" as I later heard the bartender explain to another irritated patron, but it is not our fault either. Clearly they need to not underestimate the amount of servers they need on staff, and also there is something off with their system that the 2 times we have been in the marquee suites we have received food well before our drinks...that doesnt make sense. Even if you are short staffed, the first thing out should be drinks then food, that seems like common sense. My husband said hes over going there, but I said we just need to grab drinks from downstairs, or the bar before heading in next time, since for some reason beverages are not the first thing served.
So this happened. Went to see Logan, went to the concession stand got my large popcorn and asked for a tray. The one guy says "we dont give out trays anymore." Im like what? why? Mind you he was not my cashier, a young lady was and he just happened along. She looked at him puzzled and said "I didnt know that." I said "dude Ive been here a thousand times, (maybe a bit of an exaggeration, but a lot). They begin to go back and forth so I said dude go get a manager, my movie is about to start. She took the upper hand and gave me a tray. Im thinking they not going to lose a customer over a tray are they? Its a LOT of theaters really close by. So anyway I go upstairs to get an adult drink. For some reason the bartender does not want to pour it to my likings but whatever, Im a little perturbed but whatever. So he didnt give me my card back and in my haste of trying to get back down stairs to my movie I leave my card. They were kind enough to hold it to the next day (a Sunday) for me. Picked it up to the upstairs manager about my "tray" experience hes like well I dont know if Ill get to tell anyone about it, because I work upstairs. The place is packed so Im not waiting to tell a downstairs manager, again whatever. Go to use my card on Monday, find out that charges were made on Sat night (the same night I left my card) in NY and Connecticut. Now Im not saying that they did it, but that sure is suspicious. Yeah good thing Firewheel is right up the road. PS Im in a hurry so there may be some typos in here. Just understand the spirit of the message. This rating is for this one experience.
Before I have even chosen this theater for the 1st time I tried to get some more info by phone since the websites do not cover all of my questions. I called about 7 times working my way through the various option from the initial 3 choices, nothing I selected offered me the personalized opportunity to speak to a human. This clearly indicates to me that they do not value this personal interaction enough to speak with current or potential future customers by phone. I have compared this to experiences with Look Cinemas, AMC and a couple Others, this is the only theater that does not intend nor is interested in taking any phone calls. This is highly stand offish and sends signals that numbers not people, are whats valued most here. It is a disappointment and possibly helpful feedback, because they are much closer to us than the others, but I have no problem with driving 25 minutes and paying a little more or even less after the drive, for the quality of personal/customer service I am looking for. I am not just a number, my economic value and others too I am sure, guarantees a higher value per visit, per month and per year than what it may seem to have on the surface. I value trading money for service with retail marketplace businesses in the dining and entertainment industry. Mostly with businesses that see the value in my loyalty and dignified patronage, along with others like me that actually value everything they do outside of the home while spending money to have a good time dining and for entertainment. Good Luck and Well Wishes, Moving On...............