AMC River East 21 — Attraction in Chicago

This experience at this theater was beyond horrible. First of all, the cashier was not paying attention, was rude, didn't know how to do things, refused to help us and when asked for a manager she had attitude. When the manager was called, her name was Agnes, two managers approached us like we were criminals. I felt unsafe as did my boyfriend because they had an aggressive attitude and stance.

We are both A-list members and we were treated as lower class citizens (even though my boyfriend was wearing a suit and I was wearing a dress). Definitely discrimination. We were both A-list members and my boyfriend had trouble with his account because the people AMC A-list team messed up, suspended his account, without fixing it as they previously said they would, which caused issues.

Me and my boyfriend were there for a birthday celebration, we informed the manager that it was my birthday, we informed the manager that we were repeat customer to that theater, we informed the manager that we were reviewers for a popular travel magazine. Management said they couldn't do anything about the A-list matter, and couldn't offer a ticket. Then we had a promotion for a discount ticket but management refused to honor the discount ticket claiming they didn't know how to use the promotion or apply it and they grew more hostile to the point were unprofessional and scary. We then asked for one courtesy ticket due to the circumstances. They refused.

Overall this was a horrible experience and we do not plan on coming again. They really did not listen to what he had to say. Even if they would have given us the ticket we would have missed the movie anyways. We parked in the AMC theatre parking lot which may have not been owned by AMC. We paid for parking and lost the money ($22). Managers at AMC theatre told us to talk to the parking guy in the parking garage and tell him what happened. While we didn't take any validation from AMC, when we talked to the parking guy he said even if one of the managers from AMC would have talked to him the parking would not be refunded anyways. It's just professional reviewers intent to not only contact corporate but file a lawsuit against AMC for breach of contract for not honoring the terms of an A-list membership. This is why people don't come to AMC and AMC is...

1-29-25…Unfortunately I experienced an extremely aggressive and unprofessional encounter with Agnes, a Manager @ AMC’s River East location. I attempted to explain to Agnes, TWICE, that I’m a Premier member and the young man at the main ticket booth did not provide Premier line access courtesy over the Non Premier access line, as it was quite long. As a neighborhood local and long time Premier member to AMC River East, I was aware of the Customer Service booth on the Concession level and went there seeking help to purchase my ticket promptly and avoid the wait. What a HUGE disappointment to encounter such a team member as Agnes. Agnes unabashedly told me TWICE that I could not “cut” the line and if I did it again, she would send me back downstairs to wait in the non Premier line. It became apparent that Agnes did not comprehend my words nor that Premier members have the benefit of Premier line access, hence the yellow stanchions and signage that clearly mark those facts. I then pointed out those same stanchions to Agnes, displaying my Premier member benefits, to which she condescendingly replied “I’m opting out from talking with you”. I was perplexed with Agnes’ lack of concern to provide basic customer service to AMC’s patrons. My experience with Agnes was shocking & disheartening to say the least. Agnes dismissed every opportunity to simply be kind, professional and represent AMC in a positive manner. By Agnes’ actions and choice to abandon this situation, I was left to speak with Carlos. Fortunately, Carlos listened while demonstrating a willingness to help, remained professional, and ultimately provided the stellar AMC customer service that I am accustomed to. Carlos took initiative, diffused the situation and apologized for what happened to me. I thanked Carlos for being polite and was appreciative of his communication skills and wished him a good rest of his day as he certainly has front of the house expertise. Carlos definitely exhibited proper Management capabilities despite...

As the old saying goes, when it rains, it truly does pour. Pretty much everything that could go wrong did on this evening of August 17th, 2023.

A few friends and I were incredibly excited to see Oppenheimer in 70mm film and we were stoked that our local AMC River East was showing it. Before heading to the theater for our 6pm showtime, we pre-ordered some food on the AMC app so that it would be ready when we arrived. The multiple orders of chicken tenders went through on the app without a hitch! We were excited!

When we arrived there was an incredibly long line to get tickets scanned. We were thinking, “Wow! All these 70mm film aficionados must be seeing Oppenheimer tonight too!” Unfortunately, it was due to the ticket scanner not working and it really wasn’t that busy at all. We were directed towards the ticket counter to print physical copies of our tickets. No big deal, just annoying. Modern day technology, amirite?!?

When we arrived upstairs, we went straight to the counter to pick up the food we pre-ordered in the app. Unfortunately, the order was never received and it ultimately took around 15 min to get our tendies. While waiting, I overheard another order delay for a simple hot dog, in which the AMC worker communicated it wouldn’t be ready for another 30 minutes. What kind of hot dogs do they make at AMC?!?

While we were waiting for our food, I went to the bar to get my favorite Goose Island IPA. Of course they were out, so I settled on a Sam Adams. While the bartender was pouring my drink, another customer came up to the bar with an empty fountain drink cup and asked for ice because the Coke Freestyle machine was out. Maybe it was just slow to make ice that day.

That was the end of the series of bad events. They ended up playing the correct movie in the theater and it was terrific. I give this two stars because I believe in AMC and, as a former shareholder, I believe they will come out stronger after reading...