Regal Killeen — Attraction in Killeen

I would like to report a rather unfortunate incident regarding me, a few of my friends, and one of the employees at this particular theater. It occured at 10:20pm CST when me and my friends went to go watch a movie and bought our tickets outside. There was no issues up to this point, the lady outside was cordial and respectful, she seemed new, but otherwise really nice and relaxed. Myself and two of my friends then proceeded into the theater to have our tickets collected in the lobby so we can continue onwards towards watching the movie we payed to go see. This is where issues started arising.

Our first encounter with the employee in question started with a rather harmless joke, though in hindsight could be seen as troublesome and rather annoying to an employee having a long night, but as it was, I made a joke about my friend, saying "Oh don't let this guy go in to the movies" pointing to one of my friends, laughing in an attempt to lighten the mood. I dont recall everything the lady working the podium had to say about it but it was something along the lines of "I'm not having it, It's been a long night" Me and my friends didn't make much of this and decided it was in our best interest to let it go, after all we didn't mean any harm by the joke nor were we trying to start trouble. However the next incident is where we take issue with actions of the employee and by extension the theater since the employee's actions reflect the actions of the theater. Me and my friends were proceeding to the theater where our movie was when we tripped over each other. Now before I continue, it must be noted that no other customers were disturbed by this occurence, it was 100% an accident, no property of the theater was damaged nor property of any other customer. This was when the employee in question decided to take out her frustration from the rest of the night on us by calling security and having us removed, citing that we were"rough-housing" when as explained earlier it was never intentional. To add insult to injury she removed our other friends as well and barred them from entry to see any movies even though they had nothing do with the incident.

This seems a very gross misuse of power and paints Regal in a bad light, an employee was able to use security as a means to fulfill her ire on customers unrelated to he anger and created an incursion that couldve easily been avoided with more forethought and patience. As it stands as long as this employee remains at Regal theaters I believe it is better that to take your business elsewhere, where employees with cooler heads prevail and I encourage Regal's management to take a serious look as to the temperment of each of its...

Went to see Star Wars Rouge One today and was completely blown away by my experience. As the movie started I noticed there was no backlight on the screen so the image was extremely dark. You couldn't make anything out. I immediately got up to let someone know what was going on. I was told they were working on resolving the issue and it wouldn't take long. I sat in theater 9 for about 8 minutes with no resolve. Finally I went back outside and asked for a manager. When she approached I thought to myself "she looks young, sharp and reliable." Oh was I wrong. "Where has my judgment gone" I asked myself. When we finally exchanged words I informed her of the situation and that I have waited a long time to see this movie. A movie is an experience from beginning to end and the beginning, for me, was ruined. Keep in mind was calm and polite the whole time. I asked if I could get my money back so I could come and see it the correct way but was told I could only pick another time that day. Sadly I told her I don't have time to just come to the movies whenever I wanted and this was my only free time today. She then told me she will try and refund my money back to my card which I told her I didn't use a credit card I used a gift card and some cash. She responded by telling me she can't put money back on a gift card and she didn't know what else she could do. Stunned that she had reached the end of her abilities to correct the situation, I replied by asking for ticket vouchers. Her face lit up and she said "what a great idea. I could definitely do that !" Ok Hold on.. so you're telling me management couldn't think of giving me a couple vouchers in the first place let alone at all? I held my tongue and got my two vouchers. I asked before I left if they knew what was wrong and she said she thought it was just the movie but it happened during Assassins Creed as well.... so apparently they have known about the issue for at least a day and were STILL showing movies on the faulty screen, STILL taking people's money without informing them that the screen would be dark and letting people sit in there. Oh but she said they were giving refunds if anyone asked so I guess it's ok.. anyways 0 out of 5 stars. Wouldn't recommend this...

Today I came in to watch the 2:00pm showing of Wonka. I immediately remembered why I don’t come to this theater anymore. I’ve been here 2 other times since I’ve moved here 3 years ago and they are the closest theater to me. I stopped coming here because the screens are so dark and the contrast is off. The previews before the movie looked horrible because this theater clearly does not calibrate their screens/projectors. The color on the screens have a grey hue resulting in an unattractive visual. I thought maybe the actual movie would be better but there was no change, so I decided I was not staying to watch.

When I went to the front counter to get a refund the manager gave me a hard time. When you go to the movies sometimes you lose or throw away your ticket stubs. But I paid with my card so it clearly shows on my bank statement. Not only that I had my actual receipt that shows the last 4 of my card number, how many tickets I bought, how much I bought it for, what movie I was watching, and what time my movie was. The manager is at the counter trying to tell us we need the actual ticket stubs. So basically if I wanted to I could walk in, ask someone for their ticket stubs and use them to get a refund. Someone needs to put this manager in training 🤦🏽‍♀️ I’m pretty sure if I called the regal contact line they wouldn’t have been looking for any ticket stubs, but my actual card # for the card I used to buy the tickets, and maybe even the actual receipt. That was ridiculous when the transaction could have been very simple. Also the way she reacted to me telling her about the screen visual was as if I was lying or didn’t know what I was talking about. If I say I did not have a good experience then it is your job as a customer service worker to make it right, not question my experience as it is MY OWN. If you’re in Killeen and wanting to watch a movie, drive the few extra miles and go to Harker...