Regal Eagle Ridge Mall — Attraction in Lake Wales

I had an extremely disappointing experience at Eagle Ridge Mall location on 02/04/2025 that has completely changed my view of this theater. I took my kids to see a movie, hoping for a fun family night—especially since my daughter has a neurosurgeon appointment the next day, and this could be one of the last movies she’ll be able to see for a long time. Unfortunately, the experience was completely ruined due to the unprofessional behavior of a manager named Kristen.

I brought my refillable popcorn bucket from last year, as I always do, expecting to pay for the discounted refill. The cashier explained that they didn’t have the 2025 refillable buckets yet, which meant they couldn’t ring up the refill properly. Understanding the situation, he kindly offered to refill my bucket and provide my two drinks as a courtesy, since there was no way to charge me for them.

Before he could complete the transaction, Kristen stepped in and rudely told him he couldn’t do that. Instead of handling the situation professionally, she insisted that the popcorn be dumped back into the bin (from my bucket I brought from home possibly contaminated by outside germs) saying there was no way to ring it up. Her attitude was completely unnecessary and uncalled for, making me feel embarrassed and frustrated in front of my family and other customers.

The cashier, who was nothing but polite, then offered a discounted $5 popcorn as an alternative. But by that point, I was so upset by Kristen’s rudeness that I declined and instead asked for a full refund on my tickets. What should have been a special night for my daughter before a difficult medical journey turned into a stressful, disappointing experience.

This was my first time back to Regal this year, and up until now, I’ve never had an issue with this location. However, because of Kristen’s attitude and the way she treated us, I will likely not return. It’s unacceptable for a manager to speak to customers that way, and it’s unfair that we weren’t able to use the refill program simply because the theater hasn’t provided the new buckets yet.

I hope Regal takes a serious look at how they handle customer service because this experience was enough to ruin my trust in...

WORST customer service ever by the Manager Mike Ortiz and the employee (a short blonde woman with eyeglasses) Ive been having my regal pass for MONTHS!! I always go with my baby boy usually twice a week in his stroller to the movies and he always takes his nap while I watch the movies and if by any chance he is awake he is in his tablet with no sound not interested at all in the movies plus he is not facing the screen, each parent knows how to take care of their kids and is hard for parents that dont have babysitters to take a little break while the other kids are at school and this was the little me time I used to have since after the first showtime I have to pick up my other kids and keep my everyday life that I love with my kids. We went all adults today to watch a movie and because it was R they didnt let me in and thats a first! It was very very disappointing. We were 6 adults and some of them were on vacation from out of state and they missed business because of their attitude and sarcasm, the manager was so rude and even suggested us to see Mario Brothers, now I guess I wont need my regal pass anymore, it'sa shame since I've already since many many R movies here and other Regal Cinemas with 0 problems! This lady really messed up our movie time and if you are a parent with a baby and want to go see a movie now you know you can't if its not PG even though is a baby in a stroller sleeping. This theatre is old and outdated and we are always supporting them, we always buy from the consession center and bring more people. Thank you for the bad time you gave us unnecessarily. The other Manager that is a older guy is way more nicer and this new woman employee really sucks. They are also understaffed and the few there look unhappy, you need to buy the movie tickets in the consession center and sometimes waiting a long time. AC is never cold, theatre feels warm. They shouldn't be doing this to the few clients that are supporting this decaying place. We...

Not sure how to rate this theater. So I will start with 2 stars. The good thing is it's close to my home. The bad thing is the degenerates flood this place to the point where when you walk in there is a very strict and blatant rule policy posted at every entrance of the mall ( mall is used very loosely, more like an upscale air condition flea market).

Now, to the reason of this review. We went and saw "I can only imagine". I have seen many movies here and at all times, We all have had bad experiences in movies due to unruly and ill mannered youths but, this movie was at 1:05 in the afternoon and I have come to the conclusion that our senior citizen's in this day and age are just as bad. Dear god, they talk through the whole movie, they commentate as each scene plays out, they can't make it on time so then they ramble and stumble down the aisle with of course the brand new cell phone their adult children bought them with the flash light on, they talk on the phone and the list goes on and on.

Now maybe I should have had better judgement and will think about this in the future since Management there won't police their theater much less tell a senior citizen to " be quiet and respectful of other guests" and not attend a matinee of a cleaner/christian themed movie since everyone in there was a more concerned with saving $2 a ticket due to times and prices but, you're in a catch 22. Go late and deal with teens, go early and deal with every 80 year old in SE Polk County doing the above mentioned things. Maybe going to the upper end theater's (Cinepolis) is the best option and go relatively early. The Senior's wont go there period due the extra $3-$4 for even a matinee and the teens wont go since they prefer to be disruptive in the evenings,

Not sure what happened to the day of going to a movie and not having a person or a group of people being so disrespectful of other's, But, then again just go to Walmart and you'll see the same...