AMC DINE-IN Topanga 12 — Attraction in Los Angeles

My wife and I are both A-List members with AMC. We have spent a lot of time and money at this theater. Overall, we do enjoy this theater and have had nothing but good experiences with the staff. However, on March 24, 2023, we had one of the most horrible experiences we’ve had in recent time while going out to any public place. We used our A-list membership to get two passes to Scream 6, as well as purchase an additional ticket for my sister who has epilepsy. It appears that their system glitched and sold us tickets for “Today, Friday March 25, 2023” (as shown in my AMC App), opposed to “Today, Friday March 24, 2023”. This caused the system to double book the seats we were in. Although we had already been seated in our assigned seats and the movie had just stated, they forced us to either relocate seats (from the back row to a row towards the front) or leave the theater for their mistake. The reasoning we were given as to why we had to relocate was “the other guests had food that needed to be delivered to these seats”.

While I understand mistakes happen, they chose to force us to leave the theater so they could seat the other guests there. While we were leaving the auditorium, one of the other guest that were assigned to our seats told my sister to “keep moving b*tch”. My sister doesn’t move all to fast because of her epilepsy. I brought this up to the management team as well. I do not like speaking down on any customer service employee, but the management team on duty was far from friendly or helpful. While we did get a refund for the concessions items and reassigned to another showing on Saturday, the management team kept implying we were at fault for this error. To add to the insult, they had their security guard follow my wife, my sister and I around while they were fixing their mistakes. Being followed and watched like a criminal is insulting. I will not name any of the management team members by their names, but I suggest AMC assesses how trained their employees are for situations like these. All of this stress caused my sister to have a seizure after getting home. That is completely unacceptable .

I would like to thank the employee who helped me with the refunds. He was extremely helpful and understood how bizarre this situation was. I am not one of the people who believes “the customer is always right”. But getting blamed for a mistake that is not yours and being treated like a criminal is beyond inexcusable and offensive. AMC, please do better. ( Three stars because I believe one incident does not outweigh other good ones...

I absolutely love movies and eating nachos/chicken strips with cheese and a slushy drink. It’s amazing to be able to eat food and watch a movie. So I pay monthly for a membership so I can enjoy movies out of the house while they still exist in theaters. I’ll also get a double jack and coke or something else to drink from the bar. So as you can see I come and spend money. The first time I brought my date, they didn’t bring our food at all and we were hungry, but wasn’t trying to get up and miss the movie. Said we would just tell them afterwards. They gave us a free popcorn card and money back for the food. The next time we go and order food. We go to the bar right next to the stand to get a coupe of drinks and mind you it didn’t have a line so we didn’t have to wait at the bar. Then we go pee and that didn’t take long at all. Like a whole 5 minutes to make drinks and use the restroom. They left a note on our table with recliner chairs saying they missed us. I thought oh that’s nice. It says they will come back. They never came back. You mean to tell me, I don’t have time to get a drink and pee so I don’t have to get up during the movie and interrupt others and then get my food or have them come back? We talked to the manager and said this is the 2nd time in a row that they didn’t bring food. He said they were supposed to come back. Then he agreed that I was right and gave me my money back for the food and for one movie ticket since I paid monthly. But this is crap. I come as a military veteran to enjoy dinner and a movie with my date. That’s one way I escape from things I saw. That’s the whole point; to get away and leave your house to have an unforgettable experience to relax your mental or scare you or make you have feelings for what ever is happening in the film. I’m paying monthly so I can come whenever I want and support the movie industry. Maybe I’ll give a different rating if I actually get my food for me and my date. The manager was nice and I was nice back but I still find it ridiculous that I haven’t been able to enjoy dinner and a movie there. Just do better and I’ll change the...

I went prior to this theatre and the sound proofing was awful, anytime our movie was quiet you could hear the other one next door. It also took 30min to get 4 drinks at the bar since they only had one bartender who was offered help but refused. On another occasion I received a video chat from my mother for proof of the absolute wrong doing on this locations part. My mother was provided a ticket credit in consolation for the screen Blank Panther going black in the middle of the movie on a previous occasion. She decided to take my little brothers 15 and 10 to the movies to see Mario Bro. and use the ticket credit provided and still paid out of pocket for the difference even though it should have been covered in full. She and my brothers were then asked to leave due to an issue with the gift card AMC had provided from the previous occasion because she asked for a refund. When asked to speak with a superior her request was denied. Then they had the audacity to call the police and try and say she was trespassing because she wanted a refund and to speak with a superior. Then in front of my brothers officer Boks (spelling might be wrong) threatened to put her in handcuffs due to “trespassing” (no trespassing order was provided) due to her speaking loud in the AMC because of the frustration from piss poor customer service by AMC and straight racism by the police. If I wasn’t on FaceTime with her as proof for these wrong doings and in case they wrongfully arrested her and then needing to get my brothers then I might not have believed this incident had happened. My cousin helped build this theatre and it’s extremely disheartening and enraging to have seen this incident occur. I hope no one ever has the experiences we have had and hope this theatre can figure out how to function as a customer service business. Luckily to save the night the same movie was playing at the location on Fallbrook a few minutes after the incident where I paid for my brothers and mother to go see the movie and try and remedy the...