Regal Independence Plaza — Attraction in Hamilton Township

I have been here many times and had decent experiences. Nothing outstanding, but never issues like I had today. I bought tickets online for the 4:15 3D of Avengers: Endgame the Monday after it came out. We got to the theater around 3:30. Plenty of time to get snacks (or in our case dinner food), use the bathroom and settle into our seats before a 3 hour movie. Or so I thought. We entered the building and there was no one at the ticket stand (not where you buy the tickets, but where they scan them to let you in), being familiar with the scanner I just held my phone up and let it scan. But there were no 3D glasses, we were then instructed to go to the ticket booth to get them where we had to wait in line while other people bought their tickets before we could get the 3D glasses. Mind you part of the reasons to buy tickets online is to not wait in line. So we get our glasses and get in the concession line. Despite there being 3 employees (possibly 4, I wasn't paying too much attention) behind the concession counter, there was only 1 line open. One of the employees worked the open line, another was counting cups, and another was doing something on another register. I hoped that possibly they were opening another line. They weren't. There were maybe 4 groups of 2 or 3 people in front of us. But it took over 20 minutes for us to make our way to the front of the line. And they never opened a second line despite the line growing behind us. We finally get to the front line, and now have less than 10 minutes before the movie starts to get our food and use the bathroom. We know what we want so I start listing off our order. A large ICEE, mozzarella sticks, and then the cashier interrupts me. "I'm sorry we don't have any hot food." Huh? What do you mean? So I thought maybe it was going to take a while, so I ask, when will you have it? To which another employee (that I found out later was the manager/supervisor) says the truck comes in on Thursday. It's Monday night, 4 days after a major movie release and they don't have: Pretzel bites Nacho cheese (they did have the chips) Their newly advertised Doritos Nachos Hot dogs Chicken strips Chicken sandwiches Cheeseburgers Mozzarella sticks Loaded fries Newly advertised Siracha hot dogs

Here's what they did have: Popcorn Drinks Candy

I specifically chose this theater because I knew they had "dinner food" and we were going to be in a movie from 4:15-7:30, and I hadn't had anything to eat since lunch around noon. I was super upset, and asked if I could have a refund for my tickets, because I wasn't prepared to go almost 8 hours without any food except popcorn. To which the other employee yells over, well I can do it when I get to it, I'm busy. With a complete attitude. I decide to just take the icee and exit the line because I'm holding people up and I feel bad. Luckily there is fast food nearby and my husband went quickly through their drive thru, and only missed a few previews. Later I went back to the concession stand to get popcorn, and I was talking to the orginal employee. I told him they should probably take down the cardboard signs on the counter advertising the Doritos nachos and sriracha hot dog since you don't have them. He said he asked his manager about that, but that management refused to do anything.

The most upsetting thing about this is that both my husband and I have worked at a movie theater before. On the off chance that you run out of something, you make a run to the store (like Costco or BJ's) or borrow inventory from another store. The fact that over 85% of their menu will be unavailable for 3 days (maybe longer depending on when they ran out) is completely unacceptable. But what is even worse than that is that the management knows, and doesn't care. They are still advertising products they don't have, have no intention of fixing the problem outside of their normal delivery on Thursday, and they have zero customer service skills. Yelling over at a customer from another register 6 feet away is horrible customer service. Do yourself a...

After tonight's experience with three managers, I'm getting Corporate involved, first thing Monday morning!!! When a regular, and I mean 3-4 movies per week customer has a valid complaint about getting a big amount of non popped kernels at the bottom of his overpriced popcorn to begin with, and says after the movie, that he was upset at finding this, and can any of the three managers do something about it, all I got was, we can get you another popcorn, and sorry. I said I can't eat another now, heading home, can you give me a free one next time, was told no, and again the scripted sorry we can't do anything for you! The bottom line is yes you can do something for me, but won't, and obviously don't value me as a repeat customer who spends a few thousand each year at your brand! Losing a customer over a bag of popcorn, shows exactly what HORRIBLE CUSTOMER SERVICE IS!!! Thanks for nothing Patrick and TJ, the last manager kept quiet and didn't open his mouth!!! Schooling any customer about why didn't you bring it to our attention earlier, is by far the worst thing one can do to alienate a customer! I'm appalled by the way I was treated, and honestly, the only way one finds out about the non popped kernels, is when he's at the very end of the bag! For someone who's never complained, you certainly showed your true colors of disresepcting me! SHAME ON YOU, Your staff, non managers, have more common sense and appreciation for me and my wife!!! Do you even understand the business you're in???

Here's a hint, it's called customer service!!!

Stop being robots and stop saying sorry we can't, and offer solutions!!!

Defending the castle over a bag of popcorn, SMH. Already told family and friends will be told tomorrow and the week ahead about how I was treated!!! Until I get a SINCERE APOLOGY, I'll be taking my business...

Please do not go here

This theatre superficially justifies its price point (~$13-$14 for tickets, $9, $10, $11 for small/medium/large popcorn respectively) with fancy new reclining chairs and a variety of new concessionary options. While these new additions are convenient and welcomed, the theater has nevertheless neglected the one service it's meant to provide -- the actual movie viewing experience.

I had gotten a ticket to view The Iron Claw, theater 11. For context, this is a slower, more dramatic movie with tense pauses and deliberate silences. Unfortunately, throughout the majority of the film, myself and the audience was forced to hear ALL SFX, and even loud muffled dialogue, from the action movie next door. The acoustic paneling of my theater, and I assume the theater next door, was borderline pathetic. A slight ripple in the wall texture, and very clearly ineffective. I cannot help but think it was a cheap duct-tape job by whoever threw this theater together behind a derelict stripmall in central NJ.

I have literally never in my life been to a theater that cannot properly isolate sound and light in their rooms, until now. I have literally never written a review for a business in my life, until now. This ridiculous, sorry excuse for a theater actually brought me here to type all this out, so that I can spare someone, anyone, their $14+. And so I can one day see this establishment closed or burned down. In this day and age, where we can access so many movies so shortly after they're released in theaters, all in the comfort and frugality of our own homes -- I can confidently say this theater is not at all worth the money or effort to come out to, because you WILL NOT get what you pay for. You're gonna get some Telegu explosions immersively backdropping Zac...