Cinemark.com — terrible customer service!
On a recent visit to our Cinemark theater I learned that customer service is a low level priority. I ordered a medium popcorn to share with my son and two cokes. Simple right? Things became very complicated when I asked for an extra bag so that I could separate mine from my son's. The reason is not scientific. I like butter, he does not. I was told by Miss S that they could not carry out my request. I then asked for a box or a child's box. Again the answer was no. I offered to pay. Again, no. I told Miss S that I was willing to compromise to find a solution to the problem. Miss S offered me a plastic tray used by other customers and when I asked her if she expected me to pour the popcorn out of the bag onto this tray and eat it, she said, "Don't worry, these trays are cleaned." I asked her how they were cleaned and she said, "Oh we clean them with a sponge." I then asked to speak with the manager. She entered a side door, took time to tell two other employees who freely admitted that they were not the manager, nor could they help with the situation, but they just wanted to know what was "going on." When the manager, Mr. M arrived, he reinforced what Miss S had told us, except for the sponge cleaning of the trays. He assured me that the plastic trays were cleaned with a "special cleaner." He then added, "some people bring zip lock bags in when they want to share the popcorn, you could do that." What is wrong with this picture? Is this the best service Cinemark can provide? This company expects and posts signs stating food or drinks cannot be brought in from outside their establishment, yet they charge high prices and refuse to provide the customer with the means to enjoy the food safely, without fear of infection, without extra cost or inconvenience. Cinemark spoke volumes that day about how they value their customers. I have ended my ten year relationship with Cinemark. I am now a Regal customer.
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