Regal Cinemas review: customer service

Hello. We just left the Regal Palladium in High Point, NC. This is the one theater we always go to with never a problem. However, today we purchased 5 tickets thru my regal app. To see The Addams Family movie at 4 pm. We arrived, purchased snacks and took our seats. The movie did not work for some reason. We were very bummed, because it's my sons birthday and this movie was all he wanted to do for his special day! But that's not the reason for the complaint. We were finally told to go to guest services and receive refunds for tickets and concessions. We stood in line for 20 plus minutes before a manager even came to the front to help anyone. When she finally got to my group, she acted as though it was too difficult to refund my tickets, so she just gave us 5 passes instead. Then she made me step aside so she could help the entire line before refunding my $38 concessions. She was not professional about it, nor apologetic especially since my birthday boy was visibly upset. I feel as though she should have definitely completed my transactions before moving on to the next. We were definitely all ready to leave. We then stood in line again for another 25 to 30 minutes. When she finally let me back in line, to finish up the concession refund, it literally was a 3 minute fix. We would like compensation please. The passes She gave us aren't really ideal, since we like to pick our seats on the app. Ahead of time. Not to mention we lost the service charge fee since she didn't actually refund the money. At any rate, we are super unhappy! It's a 40 minute drive for us to even get to the palladium. Overall it was just a big waste, of gas and time. I would very much appreciate help in this matter. Thank you, Brandy Lambeth [protected]@gmail.com