I need to get something off my back because it literally ruined my entire family’s movi...

GetHuman-mrernji's Complaint issue with Regal Cinemas from April 2019

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The issue in GetHuman-mrernji's own words
I need to get something off my back because it literally ruined my entire family’s movie experience. This was our first time at this movie theater and definitely our last. The problem started when my family and I tried getting our popcorn and drink that came with the “Fan Event” promotion for watching Endgame. The person at the concession stand told me that my ticket package didn’t include the popcorn and drink. I told the employee that the fan event package did come with the popcorn, drink, and two coins. The employee then proceeded to ask another employee named Paola Martinez for assistance. Paola looks at our tickets and tells me that my package didn’t include the popcorn and drink because I didn’t use the Regal app to make the purchase. I told Paola that my Regal club number was added to the purchase and I proceeded to show her my email receipt with the number on it. Paola then asks me to follow her to the office behind the concession stands where she took additional time trying to figure out what was going on. The movie started at *, by the time Paola came back, the time was *:**. Paola told me that she was able to find my account and package I purchased but claimed that she was only going to give me one popcorn and one beverage because it was one set per transaction according to her. I asked her if she could show me where it said only one per transaction and she replied with “it just is”.*By this time she is giving me horrible attitude and is being extremely rude. She became so aggressive and loud that I just wanted to get out of there since I was embarrassed. Before I left I asked if I could speak to her boss and she said “well I’m the manager so....”. We have never been treated this way. Not sure if she was in a bad mood but she definitely ruined our movie experience. By the time I got to our seats, I had missed about **-** minutes of the movie. Paola’s customer service skills have been the worst that I’ve ever seen. I have never made a complaint about a business but this was way too much.

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Regal Cinemas

Complaint issue
Reported by GetHuman-mrernji
Apr 28th, 2019 - 3 years ago
Fixed
Seen by 22 customers so far
Similar issue to 159 others
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GetHuman-mrernji started working on this issue
Apr 28th, 2019 10:28pm
GetHuman-mrernji indicated the issue is not fixed yet.
Apr 29th, 2019 11:02pm

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