Regal Parkway Plaza — Attraction in El Cajon

UPDATE After writing them twice, over a week later I have finally gotten a response from a customer relations specialist. He informed me that I would NOT be given a refund or another chance to see the movie on their behalf because I did not complain within 10 minutes of watching the movie. Yes, during the most anticipated movie of the year, in a theatre full of people, I am going to get up and disturb everyone to complain to the annoyed teenagers that are working their theatre about the conditions only to be given attitude. Regal Cinemas’ management team needs some serious work. I will NOT be returning to Parkway Plaza Regal Cinemas. I’ll save $10 and go to Grossmont, which their theatre is way cleaner, cheaper and overall nicer. Severely disappointed. *

I went to see Avengers last night, a movie I as well as my whole family was incredibly excited to see. We go to the movies often, but we have not gone to Parkway Plaza in a while for a few reasons. But we decided to try Parkway Plaza again to see Avengers, and I have to write this because of how awful my experience was. I understand that this weekend for movie theaters has been insane, but Parkway's theatre was DISGUSTING. There was so much trash all over the floor, popcorn and nacho cheese splattered everywhere even on the escalators. The bathrooms were also really nasty, so much so I didn't even use them after seeing them. It wasn't the worst thing ever, but it really was a bummer that the entire place was so gross. The staff was mostly young people, which is totally fine, if they were the least bit interested in their jobs. The girl at the snack counter was rude to say the least, and none of the people working the registers helped people that were in a line, they kept bouncing around to people just standing around, one older woman next to me got pretty upset. But we were all so excited to see Avengers that we persevered. We sit down in the theatre, good seats and ready to go, and then a large family sits directly behind us with TWO TODDLERS and a SMALL BABY. Listen, I know that the theatre has nothing to do with this, but the experience that they created totally ruined the movie for I would say the entire theatre. The toddlers couldn't have been more than 2 or so, and would not stop talking the entire movie. They screamed, hit the seats, were splashing candy and popcorn everywhere. I know this sounds dramatic but I kid you not that is exactly what happened. I could barely hear the movie especially during the softer scenes because of how loud this family was. I almost walked out multiple times, but didn't want to create a scene and ruin the movie further for other guests. Needless to say, I'm really disappointed. The film, from what I could hear from it, was incredible. But my experience at this theatre solidified why my family and I don't often go to Parkway Plaza. I understand these things are difficult and this weekend at the box office has been hectic, but Avengers is a worldwide franchise loved by everyone and I wouldn't have expected the influx of people to be any less. All in all, the theatre was SO dirty, the workers did not want to be there (again, I understand but they shouldn't show it so blatantly.) and the people in the theatre honestly ruined it. I will be going to see Avengers again, but I can't say for certain if I will visit Parkway Plaza Regal...

Legit awful experience. Had a tech hiccup with a mobile ticket and needed to switch days. Called last night and the clerk walked me through a return. I explained that it was a promotional rate, and was concerned if I canceled the ticket via mobile, that I'd lose the rate. She said it's no big deal, happens all the time. When I went in today, I encountered a box office attendant, who called the manager, an older woman I think named Helen (or Sharon, can't remember), and I explained the call from last night. I told her about the promo, and how I was concerned about cancelling the ticket, etc. She told me to do it, and that she'd get me a ticket for Sunday. Cool. AFTER it canceled, she asked if I wanted to purchase the NEW ticket for $19 ($15 higher than the promo) via credit card and when I said I'd like it at the previous rate, she started condescendingly telling me that the promo is only good on Tuesday night shows, and not for new releases (it isn't, by the way). When I told her I had seen all previous movies opening weekend, thanks to the promo, she said that I was probably the ONLY one who had (I wasn't) , AND THAT IT WAS SOME KIND OF LOOPHOLE I WAS EXPLOITING. Cool. Great customer service, there. I reiterated that I didn't want to lose the promo, and she talked over me, repeating how the promo is only good on a Tuesday, for Tuesday shows. She then gave me the smug "sorry sir, there's nothing we can do" and suggested I try to re-buy from the app. Mind you, this is blasting through the tinny speaker, out to the rest of the mall. Pretty embarrassing. THANKFULLY, the promo re-activated and I was able to rebuy the right ticket via app. ZERO help from Helen/Sharon. Before I left, Helen/Sharon wanted the name of the woman I spoke to last night "so that I can clarify our policy to her." Uh, no. We ALL know what that's code for, and the woman I spoke to last night had AMAZING customer service, showed great empathy and understanding. The manager? She needs better empathy skills and a far less smug, condescending tone.

TL;DR I think I'll spend future funds in Mission Valley or at the Lot. THEY know how to treat customers. The refreshment counter in MV is never longer than 10 minutes (the Regal is often 15+) and they don't offer...

I looked at our over all expierance while visiting. We arrived at 7:15pm to see an 8:00pm showing, when we purchased our tickets we requested the 8 pm showing we received our ticket and we were told what theater to go to, we then went to the concession stand to get our popcorn and some berrs. The person who was assisting us with our order was extremely sarcastic and rude with us when we asked about what beers they had, he actually said "what dose it matter all beers are the same" so customer service is extereamly poor not to mention that because most of the counterworkers were underage they could not get us the beers we had to wait over 20 minutes to receive our drinks so they could go find someone of age to get our drinks poured. We make our way up to the theater we were told to go to and the movie had already been going for about 40 minutes. We were shocked it was only 7:45 we still had 15 minutes before the 8 pm showing. Looking at our tickets the person who sold us tickets gave us the 7 pm showing. So back down stairs to talk with a manager to see if any seats were aviable for the 8pm show. That took another 20 to 30 minutes, we actually had to ask them to call the person over a few times because the 8pm showing was going to start. The women that come to help us was polite she did change our tickets and for our trouble did give us some return movie tickets. There is one individual that did have good customer service we really appreciated his efforts to try to help us out even though there was little he could do. My suggestion if management actually see this post would be to retrain your employees on customer service and please get some folks who can actually serve alcohol to expedite the lines at concession so the movie goers expierance was more pleasant. We actually had planned on purchasing more at the snack counter but because of the time it took to receive our popcorn and beers and because of the attitude of the worker we stopped at the popcorn and beers. Overall appearance and...