Regal Cinebarre West Town Mall — Attraction in Knoxville

My family and I frequent this theater often and normally it’s a good experience. Being able to order from your seat and enjoy a movie is top tier. Well today was a little different. Earlier in the day my daughter and a friend went to see Sinners. My daughter is 14. Now granted she wasn’t supposed to see the movie without me but we had already seen it on April 28th together so I was fine with her seeing it again. So long story short we bought her and her friend tickets and they saw the whole movie without any issues. I was not present, they were not asked to have a parent present. Now for the 10pm show the same night my son was planning to go with His friend. We bought tickets, they arrive and BOOM they can’t get in, because they are underage. Now that’s fine if this is a Regal rule as long as it’s across the board right. My son and his friends arrived in two’s. The girls got in but my black son was told he was underage so he couldn’t go in. So I show up and I tell the manager that I am here but I’ve seen the movie and I’ll be right in the lobby, that they just let my 14 year old in a few hours before. He told me NO I had to watch it with them. So okay I buy a ticket and I go inside to sit with my son and his 3 friends who were underage without parental supervision. My son said this manager was rude to him, pointing at him, making it VERY clear to the other workers that they were underage and couldn’t go inside. I am ALL for abiding by the rules but don’t just enforce those rules for the black kids. I’m disappointed and my family won’t be back.

Customer service was a 1 star as well. I ordered boneless wings and fries. I received traditional wings and no fries. I’m assuming the waiter didn’t key it in correctly. So I explained to the attendant who delivered the food that the order was wrong. His response was oh that’s not my area! I said okay, so I got up out of my seat and went to find someone who could help. The guy I found asked if I had a receipt. I said no… I mean I was given traditional wings should I have to have a receipt to show I ordered boneless and I’m handing you the untouched traditional wings. Could he not pull up my receipt from the seat I was sitting in. I was thinking my goodness 😩 what is going on tonight at this place.

I’m sure places like this run into bad kids all the time, but all kids ARE NOT the same and they can’t be treated as such.

Now if the manager had said hey guys, can you give your parents a call and let them know that they have to watch it with you… as well as me not running into their other underage classmates inside the movie, I wouldn’t be bothered. But this was just weird and handled...

Our movie started at 9:45pm but we didn't arrive to the parking lot until then. Once we found the entrance (use the free parking garage- don't get confused at all the locked doors around the mall) getting in was a breeze. We found the ticket booth and got our tickets promptly with easy-to-follow directions to the theater of our movie. We were told someone would be there to take our order, so we went over the menu as the last of the previews were rolling through. No one comes by that looks like an employee. The movie starts so another guy and I went out to the small bar right outside our theater asking if we could still order and explained that no one had come by (in their defense, been around in the past 8 minutes). The women at the bar was surprised no one had been there to take last minute orders - but happily took ours. I ordered the popcorn, a meat lovers pizza, and two alcoholic beverages (one was ice cream based). I went back to my seat after I paid and my husband went back to show her his ID for the drink. When he came back, he had the popcorn in a metal mixing bowl, the two mixed drinks in Mason jars and a glass of water (bless). I thought I red that the popcorn was drizzled in chocolate or something like that, but I wasn't complaining. Something to note is that I'm a really lightweight drinker. Like, one and I'm buzzed and giggly. But with my ice cream vanilla caramel bourbon drink- I felt fine. Maybe that's cause I made sure to eat my share of the pizza they brought out 10 minutes later or if it was the amount of water i drank -but I accept this. The pizza was loaded with toppings and cooked/baked well. Not too thin, not burned or doughy. It felt so right. We were not prompted at all during the movie by staff for refills for drinks. This may sound weird but other theaters that have this kind of service usually do have a member come by during certain times to check if the guests want to order anything else, get refills, etc. That would be my only complaint. After the movie we left our drinks and platters on the tables at our seats as everyone else did and did not notice a disposal station for us to properly care for our plates and food. All staff was very kind to us. Asked my husband if he would go there again as I do enjoy this experience I once shared at the theaters in Austin, TX, and he said he would go again. Total bill was around $70 ($22 for tickets and $50 for all food and drinks plus tip) (I felt horrible afterwards cause I just rounded up to $50 and it wasn't until I was back in my seat that I realized that was only a 4% tip.) Hope this detailed...

The only reason this place received a 1 star is that the movie was so good. Everything else was a bust. I am mobility challenged and suffer from chronic pain. It is extremely hard for me to go to the movies and be able to sit through it. So when I and my husband get the chance to go to the movies, it is a big deal. It takes forever to get me from the car to my seat. I had been wanting to try this place. You can order from your seat, they bring it to you, and you don't miss a thing. Well, the order taker (cause I am NOT going to call her a server...that implies she provided a service!) came to take our order, we didn't know what we wanted. She smiled and said she could come right back. We waved at her several times. She came, and then walked right past us 4 times. Four! And once she said she would be right with us. In the next 20 seconds, the movie started, the lights went down, and that was it. (And yes, we did get in the theatre and in our seats 30 minutes prior.) I even spoke to other staff members. They said she was trying to get help. Bull. You know, if I could have walked down and been able to get something to consume while I was watching the movie, I would have. I walk with a cane, I just recently had surgery on my left knee. And my husband, is almost completely blind. He relies on me to make sure he is going in the right direction, does not get lost, etc. Hence, him getting up in the dark to come down and get concessions was out. Everyone, I repeat, everyone was served around us, even the people on my left side and the people on my husband's right. If I had known I was never going to get served at all, I would have bought something at the concession stand BEFORE going up the stairs to my seat. So, hence, the girl that took orders at the 10 pm showing of Bohemian Rhapsody on 11/17/18 in theatre 8 of the Cinebarre ruined the whole experience, for both me and my husband. Maybe she just didn't think we should eat anything, I mean, we are both obese. Who knows? Or maybe, just maybe, she is the reason why certain people belong in the service industry, and she doesn't. Needless to say, neither of us will be back. I will drive to the Governor's Crossing Theatre in Sevierville to see a movie from now on. Sad, really sad. Oh, and the seats...