Touchstar Cinemas - Southchase 7 — Attraction in Oak Ridge

Let's start with the positive: small, comfortable chairs, and hot food delivered to your seat. Other than that, 85% of the staff is ridiculously rude. I went there with my children for the first time, and from the first encounter we received nothing but unwelcoming vibes. I had questions prior to purchasing the tickets, so I approached one of the managers who happened to be at the guest services (a young guy); he was unnecessarily harsh when I asked him what were the normal movie times. He pointed to a screen in a dismissive way. I couldn't understand what he was pointing to because there were screens everywhere. He couldn't take the time to tell me the answer or at the very least walk me to the screen. The other question was a rhetorical one, yet I wanted to be sure. We purchased our tickets using a kiosk. Then we headed to the concessions stand, and we stood there staring at the clerks chit chat. I didn't think any of it then. A few minutes later, someone finally asks if we have been helped. This was 45 minutes before our movie time. The theater lobby was empty. I told the clerk we hadn't been helped, so he calls this young girl by the name of Devinii or something like that to help us out, and she doesn't even acknowledge us. She looks at him and tells him she is already busy with two computers waiting on something to happen. And over shares unnecessary information in front of me...the customer. Then she decides to help me as she rolls her eyes as if doing so is such a burden to her. I understand she is young and has not had proper customer service training and I bit my tongue because I was with my children and they were extremely happy to be there together. I had never felt so unwelcomed at a business before. How come there are no deals for large popcorn and drinks to be refillable? Seriously, $1.50 for a drink refill? We had to pull everything out of my purse before we went into the theater. I was carrying a child. That was uncomfortable. My funnel bites were spicy hot for some odd reason. There were 5 of us. We each took a bite. We didn't like it. There comes about 12 pieces in one order. I went to inquire at the stand if they were supposed to be spicy, and they passed me around 4 people. Finally, they sent me a manager...the young guy from the beginning. And he was so rude about my complaint. He told me he wasn't supposed to give me a refund since I had eaten half of the dish. And kept repeating how he was going to do me the favor just this one time but he wasn't supposed to. The audacity to speak to a customer in such way and the indignation in front of other customers. What was he thinking? I told him I didn't need him to do me such "favor". I could take care of it with superiors since he was giving me an attitude. And he started arguing with me about not having an attitude. Who promoted this immature individual to a manager? No wonder the staff thinks they can treat customers like a burden too. Monkey see, monkey do. Fortunately a nice lady who is also a manger there, I think Delores or Dolores, not sure took over the situation and fixed it in 2 minutes and apologized for the childish behavior of her colleague. This was our first time at the movies since before COVID hit. I wasn't expecting this type of attention. I think we will stick to continue purchasing our movies online from the comfort of our home to avoid these unwelcoming...

Update 28 Apr. I had to dock a star because 1) Rep stated that the online rewards checker doesn't work & you can never see your points...after being given # to corporate for separate issue, corporate confirmed it did work. You must ensure there's no extra space after your phone # when you enter it (it may automatically add a space, but you must remove it). 2) I arrived for my 2nd movie here & there was a man at concession stand w/ his kids in front of me trying to order, but only one rep working cashier. Three other workers stood behind her looking at a cell phone & chatting together. I waited over 5 min and finally decided not to buy anything and just went straight to my movie. 3. The online site would not allow me to use my credits so I had to drive to cinema just to have them trouble shoot. After over 30 min of troubleshoot/waiting, they did finally give me a pass for the two missing tickets & submitted a ticket to a helpdesk, but when I had to request a rain check for one free pass, they wouldn't give it to me so I lost it altogether. Recommendation: 1) Fix the issue w/ only 1 of 4 people working behind counter cause even if the other workers have non-cashier duties, if they're just talking w/ each other and on their phones right behind cashier, it makes customers who are in line frustrated because they're not being served. 2) Ensure staff knows that the online rewards checker actually DOES work. 3) Ensure people know that if they're given a free ticket for their troubles, they can't submit it for a rain check (date change) like the regular tickets they buy, making them completely unusable if you need to change your date. Overall, still love the theater and glad I found it. Workers are nice.

Orig 16 Apr 2021: I went for the first time tonight and loved it. Food was good, place was clean, workers were nice, and they've got $5 Tuesdays! They have beds and recliners depending on the theater, but you have to purchase bed by twos and it comes with popcorn. Great for folks with kids or folks who just want to cuddle. I actually purchased the recliner sear since I was solo and it reclines all the way back like a bed, not just 6 inches like some theaters do. I brought my neck pillow and a throw and was super comfy. I was a little agitated by the family with the loud kids sitting behind me and almost confronted them because I actually couldn't hear the movie for first 15 min, but decided not to - you never know a parent's situation...they could've been foster troubled kids, special needs kids, or maybe just poor kids who never been to a theater before so I just let it slide and they eventually quieted down. Overall, will...

If you want the WORST customer service, then go here. I have had a lot of bad customer service, but I can honestly say this is the worst yet. Everything was fine until we sat down and noticed that it's been an hour since we ordered our food. So during the movie my husband went to check out what happened to our order and when he came back the food was cold. So apparently the food was sitting in the heating rack for the entire time, but yet other people who ordered after us received their food first. The lady told my husband that it's not cold and she didnt even say, im sorry for the inconvenience, she just said that they are busy, very unprofessional and rude. Anyways that was the first encounter of rudeness, then when we came the second time to the concession stand to let them know that the food was cold and the lady was very rude and said, " we are very busy" ... no sorry for the inconvenience no nothing. She said that she will remake the food and that they will bring it. She also said, " we are trying the best that we can and we are busy" At that point I was over it and told her to give me a refund. Then the employee noticed the time of the receipt and how in fact that we waited for an hour, she says to another employee that works from the back and told her and her response was, " we are busy". They just didn't care. Then my husband asked, " for the inconvenience, can we just get nachos and cheese?" And then she said, " oh I just can't give it to you" .....after all of that, you can't make the customer happy? My husband and I will definitely never come back, we have been going to this location for a long time and it has changed owners many times, but this is the worst owner yet because obviously they don't care about the customers and they don't have any kind of professionalism or a sense of urgency to please the customer . It's a big...