AMC DINE-IN Easton Town Center 30 — Attraction in Columbus

Where to even start?? Being evacuated due to a fire alarm is out of their control obviously. Not the fault of AMC. How they dealt with it IS! No one communicated with customers. No one made sure everyone went outside. Thank God there wasn't an actual fire or emergency bc if there were, people would've been dead or at serious risk. People started making their way back inside on their own bc there wasn't any instruction from management. There were hundreds of people lined up (sort of) in front of escalators. A random employee came down and spent 20 seconds saying everyone would get a refund, but no one could hear her say that. She just said it in a normal talking voice and walked away and no one could hear her. That info just eventually got passed along by other customers. AND that doesn't even include the many customers who were still outside or not right in that vicinity bc they were given zero instruction TO come back in or what to do at all!

Many people, realizing they'd have to wait in line for hours on New Years Eve for a refund, in a chaotic, stressful & poorly managed situation, just left. EVERYONE should have gotten a free movie voucher or something on top of their refund...not bc of the fire alarm, that's out of their control, but bc of the chaos, rudeness, disorder, lack of care, and inconvenience of losing 2-4 hours of their time for nothing from a company who claims to value their customers.

We go up for a refund and realize our refund amount did not match what we paid for our tickets. Imagine how many people didn't even check before leaving?? So we speak to the young manager with blonde mermaid braids and I have never met such a hostile, unpleasant, rude, unprofessional employee in my life. As we're waiting I hear people commenting on how hateful she was. Her response to us was basically it's not her fault & there's nothing she can do. The person I was with wasn't loud or belligerent. (I will say that for the customers: everyone I saw was nice and respectful to one another & staff.) Even then, we were calm, but assertive, telling this manager that even though this situation isnt the fault of her or AMC, it's not right that customers are paying for it. It was only a difference of $6-9, but $6-9 multiplied by even half the customers there is a lot. Rude doesn't even begin to cover the bad attitude of that manager. From the second our interaction began, she was condescending & angry.

It's unacceptable that loyal customers are paying even a few dollars or any fees for a horrible experience. This manager eventually said they could give us free tickets to make up for the difference & I was hesitant to accept them bc I won't be back to AMC Easton EVER. Then realized we can just give them away. The young staff who were processing the actual ticket refunds did their best, esp the girl to the left of escalators with short hair. She apologized & we thanked her for being so polite & kind.

To be clear, it wasn't the interruption-it was the non existent communication, total lack of care for customers & horrible organization after the fact. AMC will hire anybody instead of hiring people who share AMC values/take pride in having good customer service skills. I can imagine what a stressful event this was to manage for employees. But it was NOT the customers fault either & should NOT be taken out on them. Nor should customers be made to pay for even a few dollars of it! From what I saw and heard, the majority of ppl were understanding & decent to staff, not rude, impatient and demanding. But we were at the beginning-ish of the line. I can't imagine those poor customers in the middle or end of the line and how long they had to wait, only to get a refund after such an abhorrent experience.

There are many other theaters all over Columbus. There wasn't a single thing that made AMC Easton stand out as great or even good, but there were countless things that make it stand out as one you...

Good movie selection, reclining seats with nice separation from each other, comfortable setting.

However, they call themselves a dine-in theatre and give you the option of ordering food to have delivered to your seat in the theatre. We had never been to a theatre like that, so we decided to make it a dinner and a movie night. So, we ordered tickets and food several days in advance. The movie time was scheduled for 7:15, and we selected 7:15 for food delivery as well.

When we arrived and scanned our tickets, I asked the ticket scanner if we had to do anything like check in at the concession stand to let them know we were there, and he said no, we could just go straight to our seats. I shortly after received an automated text confirming the food would be delivered to my seat at 7:15. The previews started at 7:15, no food. Of course, things run behind sometimes, I wasn’t expecting it right on the dot. 7:30 rolls around, still no food. Obviously, we’re hungry, as this was our dinner plan. 7:45, still no food. Now we’re at least 10 minutes into the movie, and the food is a half hour late. At 7:50, I decided to go check with concessions before getting into any important parts of the movie.

The concession stand had a line, so I went to guest services and told him our auditorium and seat numbers and that we were supposed to have food delivered at 7:15. He started shaking his head and said all food issues are taken care of at concessions. So, I went to concessions and explained the same thing to the girl working the register. She didn’t know what to do, so she walked around the kitchen twice, kind of looking for someone to help her, but not really stopping to ask anyone that she saw. She came back and I had to repeat our seats twice, and then she said if the food is already out she can’t do anything, but otherwise she can refund it. I asked what she meant by if the food is out, and she said if the food is out for delivery she can’t do anything. I told her I have no way of knowing if the food is out for delivery, but it’s over a half hour late, and at this point I’m also missing the movie. She was unhelpful and had nothing to say. So I told her since now I’m also missing the movie, I’m going back to my seat, and if we don’t get our food by the end of the movie, we will be getting refunds.

Five minutes after returning to my seat, our food arrived, 45 minutes late. Our fries were cold, but the sandwiches were fine.

If you’re going to charge people for a service, deliver on that service within a reasonable time. Customers shouldn’t have to miss the movie they paid for to track down the service they also paid for in order to receive it. And hire staff who care...

Theater in desperate remodel/refurbishment need, last major remodel was about 15 years ago, and seats are showing that age, falling a part, ripped, cushioning all gone (see photos).

Also, for the past 5 years, management doesn't seem to care about guest impressions. Walking to the Dine-In side, you pass an open door way that is filled with junk, old bar seats and tables, dirty cloths/rags, been there for years, looks terrible, just need to put a Standee in front of the opening and would look so much better.

Other issues: staffing so bad there is a sign to call them if you want service at the concession stand and someone- will come out they want to artificially create lines and delays, after Covid, they removed almost half the ticketing machines, why, they were already installed and existed for about 5 years, so there is no ROI to pay to have them removed there were 2 lines for the concession stand, so everyone knew where to line up and it was easy to know who was the next person to help. When they removed the ticketing kiosks, they also redid the lines so thst now there are four or five lines, but they to not match up to the registers, and guests get confused were to line up and who is next rest rooms falling apart, never clean, went in before my movie, all toilets filled with waste, one looked like throw up, 3 hours later after my movie, went back and ALL the exact same, no change including the throw up. Also sinks don't work, some never turn on, some run for a minute or more and has the sink and floor area soaked Last issue, during that remodel about 15 years ago, the 3 premium theaters (Dolby@AMC, Prime and IMAX) are Easton's poorest ones. For a Dine-In theater these are the only ones without tables. Even worse for a theater that says they have Love Seats, where the middle arm rest lifts up, to make a more intimate setting, the Dolby and Prime screens they put the drink holders in the center arm rest, not in the sides, so you have to decide have drinks and no love seat, or lift the arm rest up and hold you drinks - terrible, hope the executive who signed off on that design is no...