AMC Market Square 10 — Attraction in DeKalb Township

Terrible customer service. I took my dad to see a movie on father's day. Unfortunately, the projector was not working, and it took thirty minutes for the staff to let us know the movie would not be playing. We were offered free passes, but I requested a refund on my purchase instead as the free passes can't be used to reserve seating ahead of time (meaning you are stuck with whatever seating is left when you arrive for the show). I also requested a refund on the popcorn and 2 drinks that I had just purchased minutes before the movie was cancelled, as the only way I'm willing to pay almost $25 for a popcorn and two soft drinks is if I'm watching a movie in a theater.

I was able to get a refund on the food items after being passed off by several employees, but was told they could not refund the money I spent on tickets as they were purchased online. I was told "you have to go back to wherever you got 'em from". When I told the manager that I purchased them from their own website, he said "yeah, go back there". He would not explain how this process worked or what the likelihood was of my receiving a refund through the website after the scheduled showtime. I dealt with one employee and two managers, and all were incredibly rude at each step of the way. One manager wouldn't even look me in the eye when speaking.

I really don't mind having to come back another day to see a movie - this stuff happens. I've had projectors break mid-showing at other theaters, and it was okay because the staff cared enough to make us want to come back. But, the staff at the DeKalb AMC did not seem to care about the inconvenience it causes paying guests. None of this would bother me if a single person at the theater had acted like they cared about their customers. And to offer guest passes rather than refunds, this only creates future inconveniences, since the passes can not be used to reserve seating. We purchased tickets and reserved seats ahead of time to see a movie for father's day, only to be turned away after delays at the theater, and are offered something less than what we paid for and no consideration for any of the trouble caused.

As I'd pretty much expected, I have not had any luck requesting a refund on the tickets through the AMC website. I ultimately had to call a service number to make a request. The AMC customer service told they someone would look into it and call me back - but they would not give me any time frame on when I should expect a call back. This is all making me want to avoid AMC entirely.

I certainly won't be coming back to this DeKalb AMC theater. I will, instead, drive out of town to a theater with better customer service. I would highly recommend Hollywood Palms theater, for anyone looking for a fun movie experience...

Don't get me wrong, I love this theater. Especially with the change to the seating (new AMC leather recliner seats are very comfy). My only qualm is that the seating, though comfortable, does not go well with someone of my... er... generous proportions. I mean, I'm big but I seem to fit most other places just fine, even regular theater seats. However, I start to feel a little like comic book guy from the Simpsons when I twitch a leg and set off the recliner controls: "Worst. Placement. Ever."

If I had one other qualm it would be with staff on my last visit. Called ahead to make sure I could use some "Disney Movie Rewards" vouchers and the manager said of course. Showed up like 5 minutes before previews which were slated at 20 minutes, essentially 25 minutes before our show (I had my 5 year old with me, so I was trying to cut down how much time she had to wait before the movie started anyway, as patience is not a child's virtue). They have one person working the ticket counter and a line of 3-4 people, we're next in line. Kid STOPS EVERYTHING SIGN THIS LADY UP FOR STUB CLUB! What?! 0

Fine, we have a few minutes, but when it's our turn he scans in the vouchers and can't seem to figure it out. He took at least ten minutes signing up that last person for the rewards program, we can wait. Then he tells the people behind us in line that they can buy their tickets and concessions at the concession counter. Calls the manager over walkie talkie: nothing after a few minutes. I mention our show is like 5 minutes from starting and he asks the concessions people how to do it. Thankfully, the concessions counter gets us our drink, popcorn, and tickets in 2-3 minutes and we make it into the theater and to our seats to have only missed the first 30-40 seconds of the movie. I guess my fault for arriving so close to the showing but why is he on the front line alone? Why was I not asked to buy my tickets at the concession stand while he spent 10 minutes signing someone up for a rewards program? I'm not sure why this happened but they lost some stars from me for it.

TLDR: I we almost missed the first few minutes of our movie because the ticket counter had one person who wasn't fully trained running it and he prioritized pretty much every other customer over us. Not mad, just want them to...

My wife and I went here for a movie night out without the children. Purchased our pop and popcorn and entered the theater. There were no other people in the theater. As the commercials started to play the projector was having a problem with digital lines across the screen. They would go away and then come back a minute or so later. It was very hard on the eyes to watch. Since it was not clearing up we informed them the screen was having a problem. We were told they would take care of it. 10 minutes more of commercials and still no fix. So we asked for a refund. The manager was called and this skinny guy with glasses attends to us and is immediately rude and impatient. I was very nice to the employees and I explained what was happening with the screen to the manager who outright told me there were no problems with the display. I asked him to join me in the theater where I could point out the problem but he insisted I was wrong and that wouldn't be necessary. I informed him that as a business owner myself that his behavior towards long time paying customers surprised me and that I would address my customers with more respect and investigate their concerns. Nope. He wasn't having any of it. Initially he tried to tell me all sales were final. The movie hadn't started yet. He reluctantly refunded my money for the movie and then balked at refunding the pop that was full and the popcorn that hadn't been touched. I argued that I purchased his products because I also purchased an admission ticket but since they were unable to deliver that service I would not require the pop and popcorn. He refunded me for those while talking under his breath. I wish I had recorded this behavior as it was so unbelievable to my wife and I we left the theater like we just witnessed an accident scene. We have been going to Rockford as well as other theaters ever since. I mailed off a formal letter to their headquarters but did not receive a response. I would only recommend this theater if you have no other options and every redbox is broke, and netflix...