AMC River Hills 10 — Attraction in Asheville

My dad is 86 ….he has not been to a movie theater in 40 to 45 years. My so. And I convinced him to go see a movie with us yesterday! Happy Gilmore. My son was so excited. We get to the theater (going on the discount Tuesday day to use our stubs Benefits of course) when we get up to the register the movie theater playing the movie we chose isn’t working so we can’t see the movie we originally wanted to see, we had ordered popcorn and drinks but when my son went over to get his slushy, the slushy machine wasn’t working… the guy wirking said it would take some time to refreeze and we could come back and get a slushy later, not a big issue but we had ordered popcorn and my son wanted a pretzel also, when we ordered the pretzel we paid for everything along with the tickets when the guy was bringing us our pretzel in the movie theater because he said he would bring it to us ad it would take some time to cook. He came into the theater and told us that they were out of the large pretzels. OK so we’re watching a movie that we really didn’t intend to watch. We’re drinking a drink that we did not truly want and now our pretzel they are out of. Honestly I’m not real happy at this point but the very nice guy “Indiana” brought us some mini pretzels because he knew we weren’t going to be happy with the news about being out of the pretzels that we wanted so he offered a replacement as a condolence, he said if you’ll come back up to the front, I’ll refund the price of the large pretzel for you. It ended up being a lesser happy time than we wanted it to be, but I will say the customer service that Indiana shared with us was phenomenal. I would’ve been a lot more upset if he wouldn’t have done what he did - That’s how you do customer service folks- the movie theater has always been great, We’ve always had good service. We’ve always enjoyed our time there but for the money that you spend, I really was disappointed in all that happened so I think some attention needs to go into finding out what’s going on at this location at River Hills Asheville, North Carolina the manager was great. The people were great. They handled everything nicely, but I’m just wondering at this point what’s going on? Why were there so many speed bumps along the way? If I could, I’d give 5 stars for the service Indiana gave us … But the three stars was for the experience at the theater that’s out of Indianas control. Way to go Indiana I hope your manager sees this...

As a black professional I have never experience such white racist practice within customer service from a movie theater here in Asheville, even though I know it’s a thing. The individual at the Frontdesk was cool it was his supervisor/team lead that operated so short with us and handle everyone else with concern and care. As we were working on getting our tickets this individual handle our situation as if we were problematic, mind you as this time we are the only family of color at this establishment. It seemed like this young man at Frontdesk was still learning, but how his supervisor/teammate came outside and told everyone to bypass us and come inside to get things taken care of, this wasn’t the best approach, to be yelling from a place of frustration. I am a veteran and I asked for a military discount the young man was working on getting it but seemed as if he was having difficulties. He called his supervisor for support and he just really blew us off(but you could come outside and talk everyone else). Saying they didn’t offer it. Now usually I don’t have a problem receiving this discount. Even if they didn’t offer it they could have handled it differently instead of talking about our situation behind a glass, that lead could have just talked with us and explained . I wouldn’t recommend this place to any BIPOC communities and also suggested that they diversify their workforce and offer discount for veterans, talk about inclusion practices. I am tired of structural racism and I just wanna be able to take my family out and not have discriminatory practice performed on me. AMC please handle your bias...

The worst AMC I've ever been to. The staff didn't know how to ring up a promotion and instead of finding someone who could show them, I had to keep asking them to find someone. Then when I finally get into the movie the Red Vine was so hard it almost chipped my tooth. I had to go back out to the counter to tell them. I noticed the package showed they expired 1/28/24 and this is 5/28/24. The cashier apologized and said it has happened before. I asked for a manager and they did not care, Kayla (the manager) told me I wasn't able to get the regional managers information. I had to tell them to remove the expired candy that they're selling for over $5. The entire experience was ridiculous. The employees did not have proper training, most likely because the managers do not care about doing their jobs correctly. Even if you buy your tickets online, I advise getting there an hour early. It may take an hour for them to figure out their computer system and sell you an overpriced snack that hasn't been expired for four months. I missed the beginning of the movie and miss Kayla could care less about what a paying customer is going through. I will continue to try to make some higher ups aware of what this location is doing. I'm from Indianapolis, Indiana and we have multiple locations that aren't perfect but at least the workers know how to do their jobs and care about...