AMC Theatresrude behaviour of two amc theatre staff

To Whom It May Concern:
I am writing to make a complaint. AMC are theatres of very good repute. It is known for great customer service, but recently, we came across disappointment with two of your employees. This is a complaint about the horrible service treatment that my husband and I experienced at your Puente Hills AMC theatre last Saturday 01/12/17.

My husband and I purchased a tickets to see XXX:The Return of Xander Cage at 3:52pm for 4pm show on 01/21/17. When we walked in to the theatre we were directed to the theatre number and found out we were issued a wrong movie to watch. We were given the “SLEEPLESS” tickets. We went to the Service desk and requested to correct the problem. We were told that since the showing is at Dolby Cinema, we were asked to pay for extra surcharge and so we did. While we were watching the show, an AMC staff approached us asking to see our tickets. I dig in to my purse looking for our tickets; I was having problem finding them because it was too dark inside. We were asked to step out of the theatre. We were outside but I still cannot find my tickets in my purse at the time. Though, I found my receipt that was incorrectly issued to us for “Sleepless”. They told us to go to the Service desk to clear things out. I repeatedly explained to the two AMC staff there that we were issued an incorrect tickets and that we have asked the tickets to be exchanged to XXX show. They said I can’t prove it because I don’t have the tickets. But I was showing them the receipt I paid to begin with and I was looking for the person who exchange the tickets for us but I cannot find him anymore. We didn’t even bother to ask or noticed the name of the person who assisted us at the time because we’re in a hurry to get to the 4pm show.

Anyway, these two AMC staff scheduled at the time does not know how to handle the situation; these two are very rude. We were harassed, humiliated and interrogated in front of many people around. Ultimately, we were asked us to leave the theater and to top that, we were accused of illegally watching two movies without paying (Sleepless and XXX movies). I said, what about the receipts we were trying to present to them, didn’t that says we paid for those? We didn’t get to finish the movie and we did not get refunded for the tickets we purchased.

Furthermore, I have included in this letter some documents which will support the claim that I am making. I found our tickets in my back pants pocket when we got home. I took pictures of them and I have the original tickets and receipts. (Attached) AMC 1: is the wrong receipt issued to us for Sleepless. AMC 2: is the exchange tickets issued to us for XXX:The Return of Xander. I wanted to go back there then to show them that we paid for that XXX movie and that we didn’t see the Sleepless. The other girl was so nasty and bitter and was intentionally being loud trying to humiliate us telling the world that we’re movie hopping. She kept on yelling “how can we be sure that you didn’t see the Sleepless and now we caught you watching XXX”! Uggh…it's still very upsetting just thinking about what had happened that night. Our experience that night at AMC Puente Hills was horrible, miserable and very unpleasant.

It is my suggestion that before their recruitment/employment at AMC, they must be taught how to deal with the customers. Presently they must be instructed and reprimanded suitably to mend their ways and a surprise checking in this respect be made.

AMC Theatres
AMC Theatres

Jan 24, 2017

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