AMC Eastchase 9 — Attraction in Fort Worth

I attended the 11am showing of Aladdin at the AMC Eastchase 9 location in theater one on May 25th 2019. It was the worst experience I've ever had at any movie theater I've visited. The "manager" on duty at the time (Patrick - Black Male) can only be described as a racist, drunk on the limited authority given to him by AMC.

The following briefly describes my encounter:

During the film there was an obnoxious young black woman who harassed me about the back light coming from my cell phone, and than apparently reported me to management for it. Hence my unpleasant experience with Patrick the AMC employee who inappropriately handled what should have never been a situation from the start.

Without announcing who he was at that time, Patrick entered the theater, stood within four feet of where I was seated in the darkness as the film played, and demanded I step outside of the theater with him without any explanation. He could have politely walked up to me and quietly explained there was an issue he would like to speak with me about, but he chose to begin his engagement in a fashion intended to publicly humiliate, and belittle me.

I asked him what this was about, and explained I did not want to step outside... I didn't even know who he was at that point as there wasn't anything to denote he was an AMC employee. He didn't have on a name tag that could be seen, and he never said who he was.

It was at this time he stated in a demeaning, contemptuous tone of voice "we can do this the easy way, or the hard way." He then began to move away from me, and proceeded down the hallway to the theater exit.

What customer service representative is trained to speak to a customer in this fashion? It was a surreal experience to say the least.

I told my wife I would be right back, and I reluctantly left the theater to catch up with this person who still had not identified himself. By the time I reached him he was on the phone with the police requesting a car be sent out to the theater to have me removed.

When I could finally see him outside the theater he wore no name tag, or AMC uniform I could identify. He wore only black clothing, and a pugnacious attitude. I asked him repeatedly what the the issue was about, and he refused to state the reason I was asked to step outside.

He then told me when I didn't step outside with him when he initially demanded I do so, that any exchange of dialogue between us was now forfeit. At my persistence he finally asked if another guest said something to me about the backlight on my phone. It was at that point I said yes, and he proceeded to tell me I was disrupting the film and he would need me to leave the premises. So, I obliged him, and left the property as there was no reasoning with the unreasonable.

I wasn't even allowed back in the theater to get my wife, and had to call her from a business nextdoor. When she left the movie to meet with me she said the same obnoxious girls seated behind us were laughing about my being ejected from the theater, and were hurling profanities at her as she left. However, the girls were allowed to continue watching the show which was of no surprise to me.

Apparently training at AMC doesn't exist on the proper interaction between guest, and employee to investigate or ascertain the background of a complaint before immediately escalating the situation. The first step would be to identify yourself, and politely address the guest without any hint of indignation, racism, or predetermined mindset while approaching each interaction objectively. The practice of de-escalation, as opposed to antagonizing behavior always works best.

Incompetence is showing its ugly head at this AMC, and retraining, or firing is a must. Hiring those who aren't intellectualy capable of handling the positions in which they are charged is the first step in the loss of revenue for any company, moreso one that deals directly with guest experiences.

This employee's (Patrick) behavior was not only unprofessional, and immature, but reeked of racism.

Looking for quality, look...

One of the worst theaters I have ever been to. I recently got a stubs premiere account because this theater is close to where I live and the first time I went there, everything seemed great, it was clean, stocked, etc.

Now, this place seems to have fallen in disarray. First, went there and placed my order for my food. While my food was being prepared, went to the bar to order a drink. I attempted to order a mojito and the bartender then stated that he had no fresh mint, so he could not prepare the drink. I then asked for the adult lemonade, the bartender, then laughed, and said sorry, I don't have any bicardi limon to make the drink. I said okay, what other drink ingredients do you have that could be used to make a refreshing drink, he just laughed and said, make sure you don't order any wine. I said fine, then I will just have a beer. Bartender took my drink order and payment. I signed the form and went back to the food counter to get my food and left my friend at the bar to wait for our drinks (which were both just beers). I get my food, and the person that took my order only took half of it, so then I got half of my food and then had to wait 10 minutes to get the other half, in which time the food I already had was cold. I then went back to the bar while they finished the other portion of my food and the bartender had still not poured the two beers. He was laughing and helping other customers, taking their money (mind you, I had already paid) and promptly giving them their drinks. I then asked the bartender for our drinks, he laughs again, and says oh sorry, I forgot, what did you order again. At this point, I asked to speak to a manager. The bartender laughed at me and said well he is standing over at customer service and you can go over there and talk to him. I went to the manager, who was a young man, and asked what was going on with this theater. I told him everything that had been happening and he stated that all he could do was comp me the price of the "cold" food and there was nothing he could do about the bar. At this point, I just left and went to the movie.

After the movie, the trash leaving the theater room was completely overflowing, it had not been emptied, as it appeared, all day. Then, went to the use the restroom and the restroom was completely destroyed, the trash was over flowing, there was trash all over the floor, and blood all over one of the toilet seats.

At this point, the theater probably needs to be inspected by the department of health and human services as it is unsanitary. As well, the owner should look at obtaining new management that may be able to turn this...

Good, classy theatre (in a neigborhood featuring plenty of fast-food restaurants). I can always find a pair of good seats, even when Fandango says they're sold out. I've never had to settle for anything less than center seats in Rows D or E, even on an opening weekend! The staff has always been polite, helpful, even friendly, which reduces pre-movie tension. Yes, the reclining seats are AWESOME, and never out of order. So are the armrests, thick enough for viewers on both sides to share, and the drink-cup holders are sturdy.. The seats are "plush" by any definition. The floors are carpeted and clean; no "sticky feet" effect. They seem to eliminate all trash between every showing! The variety of soft drinks is amazing. One machine can supply you anything from grape-flavored Sprite to vanilla-flavored root beer, along with the classics. (There are also slushy drinks -- so mix and match!) There's even a bar (if money's no object), so if you want an alcoholic drink, you CAN bring it into the theatre. While I'm sure we all agree that concession stands are expensive everywhere, I must say the helpings are generous -- a small popcorn is more than enough for one person, and even a MEDIUM soft drink is HUGE! They are always stocked with "butter" oil, plus condiments for your hot dogs (which are usually fresh and tasty). They do need to remove "pretzel bites" from their menu, though, because they never have any (or any kind of soft pretzel). They have both 3-D and standard viewings available. They have plenty of screens, yet you won't get lost in a maze of corridors. The layout is logical and easy to navigate. My only criticisms is, the audio could be stand an upgrade, but since I mostly see action/adventure and superhero blockbusters, the sound is merely toned down to "reasonable" -- I still hear every word. AMC Eastchase 9 is ALWAYS the first place I see any given movie! And in some cases, I've seen the same film 3 times, at AMC Eastchase 9 every time! If I ever have a negative experience, I'll come back and edit this review. but for now I can give it a big "thumbs up" for years of great moviegoing experiences! I moved out of this neighborhood months ago, but I'm happy to keep...