Regal Manor — Attraction in Lancaster Township

I am editing this after response from listing owner.. I did contact customer service about this.. No longer had receipt and paid via Movie Pass (which have their own OMG issues right now) and only receipt history I can provide is a screenshot from their program showing date and theater that I attended.. Sent that to your service as well as receipt for concessions bought and verification that I used bonus points on rewards card. Concessions counter did scan rewards card for that.. unlike the ticket desk. I provided time and price of ticket and after 2 back and forths was told to pound sand and that if no receipt or ticket stub you would do nothing. Because this was part of a 3 movie promo you were running It was a bigger deal to get it right. Giving me credit for this purchase is about enough credits for a popcorn and a drink upgrade but that was too much to ask, so I WILL NOT be attending your theaters again and I will spend my money elsewhere. I see about 20-25 movies a year and I always spend about $20 on concessions.. so your loss... all this over crediting one movie. Back to my point. Short sighted and WORST CUSTOMER SERVICE ever!!

Original review:

Started going to this theater as it is a bit closer than others in the area and I was actually doing some of the movie promos they offer bonuses for on their rewards card. Have had several issues with help at ticket window. They are too busy playing on or checking their cell phone to service you properly and they have an attitude when you interrupt them on cell phone at work to bother them with buying a ticket. Next concessions.. Lines are always long and very slow moving.. have watched 4 or more employees helping one customer while other line tries to keep up.. You make all you money on concessions.. OPEN MORE lines! Last 3 times I have gotten there and paid over $20 for a large popcorn and 2 drinks I have gotten the leftover crumbs from the bottom of the popcorn bin.. If I pay over $10 for a popcorn I really expect it to be real popcorn and not leftovers. Final straw the last time I was there was for 3 movie promo thing they were running for STX movies.. 2nd of 3 movies in promo gave them my rewards card and they said they scanned it but you do not get points for like 48 hours so did not check for 2 or 3 days.. Was using Movie Pass, so not on my own card so no normal receipts.. Realize they did not credit rewards card. Sent them screenshot showing movie watched as it was 5 days later and could not find ticket stub or receipt. Sent them the rewards scan of concessions purchase and told them showtime and price of ticket with MoviePass screenshot to verify. They would not credit the points as they only will do that with their receipt. I understand trying to keep people from gaming the system, but somehow your employee did not scan rewards card properly and now it is my problem on a 3 movie promo that is not fulfilled because of this.. You refuse to credit for rewards purposes enough points to get an upgrade on popcorn and drinks and now you will be losing $250 - $400 a year in purchases because that was the last straw and I am done.. I did not get into sound issues, issues with loud and rude kids and a ton of other things in here.. I am done.. I will go somewhere else from now on. THE WORST CUSTOMER...

The lobby is pretty nice, but most of the time when I visit they seem to be understaffed at the concessions. Years ago both sides used to be open and fully staffed for busy nights, I know less folks go out to movies now, but it would be nice if more than 1 or 2 people were working concessions. They seem overwhelmed and the whole process ends up slower. Considering they don't seem to have ticket takers or even an usher to show people which way their theater is etc, I would think they could afford an extra register open.

The leather on some of the seats is showing some really serious wear and tear. The pleather material is cracking and flaking off on many seats. Overall the seats are still a nice comfy wide size and do recline back nicely.

The sound on some of the theaters leaves something to be desired, either from crackling of speakers, or overall quality. Some are better than others.

The best theaters they have that I enjoy most are 7 and 8, which are their larger ones. They give a bit more of a grand movie experience.

Movie prices are about what you would expect, and since movie theaters don't really make much from ticket sales, you get mugged at the concessions. But I don't mind, I've already accounted for that when I decide to go to the movies. The candy selection is nice, they have coke products, and even have icees.

Overall it isn't a bad experience, but the new movie theater off of Harrisburg Pike (Reel Cinemas) is a much better choice, with fantastic food selections, like cheesesticks, salads, pizza, beer etc, and that they deliver to your seat so you dont have to wait is awesome.

Regal will always have a nostalgic place in my heart, but it just isn't really modern anymore and does not have anything that makes it a superior...

Incompetence thy name is Regal Manor.

This theater was the closest to me that was running a live event, so I went here. That was my first mistake. Showtime came and went, and the screen was black. A fellow audience member went out to remind them to start the show, which then began 10 minutes late... except that the event had 30 minutes of filler ahead of it that was supposed to be running in the 30 minutes prior to showtime. This was mildly annoying but not a deal breaker.

Then the staff started fooling around with the show. I don't know if they were trying to fast forward to the show itself, but they ended up restating it half a dozen times, switching to an endless muzak screen, or shutting it off entirely. After 30 minutes of this foolishness, people started trickling out to see the manager. Finally, with only a few people left in the room, the whole place went dark, leaving people to grope their ways out of the theater.

All of this was bad enough before you add in the manager. He initially refused to issue refunds or passes, then claimed he couldn't refund money after the show began. He repeatedly left the customer service area to do his other jobs, so I took matters into my own hands and called my credit card company to initiate a charge back. That must have gotten his attention because he then started processing refunds and giving out passes. I was done with the charge back process before he got to me, and he gave me attitude, saying he could have helped me, then essentially threw a couple passes (which aren't valid for live events anyway) at me. As far as I know, they're still lying on the ground because no force on earth could get me to ever go back to...