|Address:||6091 McKee Rd, Fitchburg, WI 53719, USA|
This review will be unfairly tainted by the poor customer experience and terrible handling of a situation by the manager on duty. We actually have no issue with the theater at all. That is, except for the online scheduling flaw that has now twice caused us to be in a dispute for seats purchased online. The first time we had a dispute we won because we purchased the correct seats. This time we lost because apparently we missed that the tickets were ordered on May 6th and after a failed confirmation error, were apparently purchased for the 6th as it defaulted to that date after the error. Now for the scenario: A mother of a family approached us as we were in our seats E5-E8 and asked which seats we had. We replied E5-E8 and showed her our tickets. Then they sent a ticket checker, then they sent the manager. From the second he came into the situation he was agitated. When we tried to say this was the second time this had happened he responded with, "I know". I can only assume that he thought we were going to say "this is the second time our tickets were checked". So he very loudly announced that we purchased tickets for the 6th and not this showing, but added we can get you in another showing but as for now you have to come with me. So now the walk of shame which honestly was pretty frustrating and could have been solved by pulling us and the family out and saying "hey, their ticket says this showing so we have to let them in. We will get you into another show. Our apologies for the system error(or mix up)". Instead as we are walking I say "this is annoying". My wife says "this has happened to us before with online reservations". So the manager turns around and says in a very snarky tone " yeah, you actually have to click the calendar and select the correct date!". To which I replied, " are you serious?! We understand how the calendar works and have used it several times. Like we explained, last time we did it right and there was an error causing another group to sit elsewhere. Also, how did we get passed the guy checking tickets?!" To which he replied in his angry now snarky tone, " you have to read the ticket! It says were sorry, your viewing has already occurred. And I will be talking to (insert kids name here) about that". My wife said " we dont want another showing, just give s a refund and we will go somewhere else." He said "Ok", and was visibly extremely frustrated at this point. At the counter, we remained firm and made sure that he could hear us recanting his terrible comments, and how surprised we were since we did not do anything wrong, but were treated like we snuck in and did this all on purpose. He was down to phrases like " I need the card the purchase was made with", and "i need you to sign the receipt". Never once, " This must be frustrating and embarrassing", or " Please give us another chance, this is just a mix up", or the timeless classic " I apologize for this, lets schedule another time". He never empathized, apologized or backed off of his agitated tone. He smacked the card down on the counter and the receipt for the refund and snarkily said "Enjoy". So I waited for the others to walk away and said " Excuse me, you handled this situation terribly. You are the manager and this is not a good customer experience." His response was a half-shouted " You came at me right away...BUDDY!". So I retorted with, " you berated us and told us we need to click the right date in the drop down like we havent done it multiple times." Again him, " You came at me first". So I restated" This is not how you handle a situation as a manager. You made it worse and the kid should not be in any trouble because the kiosk printed the tickets and he did not catch it. It shouldnt print them at all and direct us to someone else." I also should mention, in the highly escalated situation, despite me not yelling and him all kinds of worked up with his hands shaking, he told one of the young workers to handle it before just staying to do it himself.
Just wanted to share an experience we had today- I saw online that Trolls was playing at the AMC Fitchburg which is now under new management- new vision. So my toddler and I went, paid to get in and went and bought a kids popcorn and soda. After the movie was over I saw a sign (way off to the side on the way out) that said that popcorn and soda are Included in the 10am kids movie of the week- which was Trolls. I went and asked the guy working about it who got a manager. I have to say, Ive never dealt with someone so rude in my life. From the start- he acted like it was a huge hassle and I was wrong. He first asked me why I didnt know about the deal when I got there and scolded me for not "reading the pamphlet" they handed out that explained the free popcorn. I told him I never saw any pamphlets - where was I to he one? and just looked up movie show times online. He said they handed Them out all over town and acted like I should have had one. He then continued to tell me it was my fault that I didnt see the sign in the theater- which isnt visible on the way in- not to mention really not visible with an excited toddler at my side- not really able to mosey around the theater. I mentioned to him that maybe he should have his ticket seller remind people who come for that movie (only one playing at that time) that they can bring their ticket stub to the counter for a free popcorn and soda - and he basically said "dont tell me what to do" lol it was comical over $5. Never experienced a "manager" so rude. Because of this- we wont be back. They have the same program at the other theater in town. Marcus cinemas off high point in Madison is the only theater I will go to from now on- they hosted my entire grade level of 200 kids this spring and gave us ALL free popcorn and were very kind- filling up a water for each kid. That is customer service. Stay away from here.
Its really sad to see such a nice theater not kept up with . Every time we come here the place is so dirty. The floors and carpets look like they are not vacuumed throughout the day, the butter stations and soda machines are never clean and the actual theaters do not seem to be cleaned up well enough in between showings. Tonight we watched 1 guy sit on his phone when he could have been cleaning up around during down time. Its like they dont know how to multitask or feel the need to clean up their theater, no pride in their job. Worst of all are the attitudes from some of these young associates. The past couple times we have visited, including today, we were given rude service from associates who dont even bother to thank you for your business or tell you to enjoy your movie. Not all associates here are like this but too many are. Customer service is clearly not a team effort. Dear General Manager, it is obvious your supervisors and other management are not training or motivating your staff to act like they care and take pride in your newly renovated establishment. After talking to you about my past experience, I could tell that you care but I feel that is about as far as it goes. Your staff seem to not know you they are in the business of taking care of people. Someone should deliver this message to them. Truth be told, honestly, the fish stinks at the head. If higher management wants to succeed you should do better holding your people accountable and retraining them. They obviously dont care and its really a shame. Unfortunately we will most likely not be returning. I hope this feedback is helpful. Thank you