AMC DINE-IN Midlothian 10 — Attraction in Midlothian

On June 29th I brought my daughter here for what would be her first movie. We were probably 25 minutes early because I wanted her to see the theater with lights on first so she wasn’t scared. We were immediately disappointed that the signs everywhere said “no popcorn.” It was the thing my daughter was most excited about but I figured it was okay and we’d manage to make it fun regardless. We went into our theater and got settled in. I was surprised we were alone in the theater since I saw online it was a sold out show but I thought we were just early. We went to the concession and ordered a milkshake for her and a soda for me and headed back to our seats. The movie time came and went and no previews started nor did other guests enter the theater. I worried I missed an announcement that it had moved to a different screen but didn’t want to drag my daughter to the front so I called and politely asked if it had been moved. This is how the conversation went:

“Hi, sorry, did the 3:15 showing of Elio move to a different theater?” “Oh, no, the screen is just not turning on. It’s broken.” “Oh. Okay?” “Yeah, so you can like wait there and see if we can get it working again but you probably still won’t see the whole movie and I can’t guarantee it’ll ever work” “Yeah, I don’t think my daughter will want to do that.” “Okay well you can come get a refund if you have the card you used with you”

We go down and unfortunately while I thought I had brought the card I used, I had accidentally traded cards with my husband so I was unable to get a refund. They did, however, give me a gift card. The gentleman processing the refund appeared young and he was polite and as helpful as he was allowed to be so I commend him for his professionalism. I’m sure other movie-goers may have been rough on him for the inconvenience.

We then had to go and cancel our milkshake at a separate window and that gentleman seemed very annoyed that we were doing so, even when he understood it was because our movie was cancelled by the theater. I didn’t ask to refund my expensive soda because I had already drank from it. Just needed to cancel the seat delivery or a milkshake since we would not have a seat for it to be delivered at. He may have just been stressed so I won’t hold it against this employee too much either.

But what is management doing? I looked online and saw reviews with the same complaints (that I should have read in advance) going on for MONTHS. A movie theater that isn’t fixing broken popcorn machines or screens? Are they going out of business? It’s not acceptable to charge those prices and be a barely operating facility.

Also - note that the seats are terrible always. They claim to be “rocking chairs” but they move less than an airplane seat.

The gift card will unfortunately go to waste as we will...

Awful customer service. When we arrived, we we were lost about how to redeem our online purchased tickets. We went up to what appeared to be an information desk and she rudely told us to go to the ticket taker and he would scan our phone. We go where we were told and a customer in front of us is visibly frustrated. She turns and tells us that the guy says his scanner is broken. So I asked “oh, no problem, what should we do instead?” And he just shrugs and says “scanner is broke.” And offers no solution. Now my husband and I, along with a crowd that have all run into the same problem, return to the information desk. She rudely addresses us and chastises some customers for being in the “A list club only line” (which is a ridiculous scam to have you pay a ton of money monthly to be in their pointless club that gets you literally no discernible benefits). We ask what we are to do for our tickets and, again, she is all shoulders and just says “go get them scanned.” We repeat again that the scanner is broken and she, for the third time, dismissively tells us she has no solution. Other patrons are getting more and more annoyed and vocal about it but my husband and I tried to remain polite. I asked if maybe there was another employee who we should talk to to redeem our tickets and she FINALLY tells us that she can do it (don’t know why it took all that before she admitted she had a scanner to help us).

Once inside, it was time for more disappointment. The trays are stuck in place and almost impossible to rotate. If you can rotate them, they make a loud squealing noise. The chairs are uncomfortable and do not in any way recline. Online it says they are “rocking chairs” which may be technically true but basically they only move back as far as an airplane seat at best and you have to hold that position to keep the seat back.

Then we get our food and it’s bland and awful. My husband ordered pretzels and they had literally no salt or butter. I believe the pretzels were $8. $8 for dry, hard bread. I got a chicken sandwich. It was bland and so stuffed with arugula that I felt like I was eating grass. The sandwich was about $14. I wouldn’t pay $5 for that sandwich.

The wait staff were fumbling around and seemingly impatient. If anyone requested service during the movie, they came in and took their order while talking at full volume.

Overall, it was not worth the money at all. Next time I’ll pay a bit more for a far superior experience...

My wife and I decided to try this theatre last night. All I can say is unbelievable.

The lobby was dirty and small. However I wanted to see this movie and had already bought my tickets online. When we entered the theater room there was cleaning equipment still laying just to the right inside the door. Still, I was undeterred. We got to our seats with little trouble. However, they were not actual reclining seats. We were a little disappointed at this. We persevered. The cup holder was nasty. The trays were dirty and slightly sticky. Still we selected some items from the edge-worn menu. At this point it was 10 minutes before the start of the movie. We pressed our service button and waited. And waited and waited watching staff moving about taking orders. Some even walked past us twice. It had been fifteen minuted before I flagged down one of the staff and asked of they could take my order. They said they would get someone. By now the preview trailers had started, and there were staff bringing in orders. Still we had not even had the chance to order. I had to get up and go get someone to take my order. They finally came to our seats and took our order. Apparently, the order taking machines were on the blink and that was the excuse... Four or five minutes later they bring out our popcorn. No tater tots dish, no utensils, no napkins, and no drink...SO I had to grab someone to get the rest of our order. Finally they bring the tater tots, just the tots. At this point I was furious....I went all the way back to the lobby to find the manager. I found a supervisor and told her what was wrong. She immediately jumped into action. I got back to my seat...missed the first 10 minutes of the movie. She brought us our drink, but by this time our tats were cold we still had no utensils, napkins, or even a straw for the drink. It took the supervisor two more trips to get the order right including an new hot bowl of tots.

Air conditioning must have been set wrong as well. The theater got warmer and warmer as the movie progressed. My wife finally could not stand it any longer and had to leave before the end.

All in all this is the worst experience I have ever had at any movie theater. Despite how fantastic the movie was...my enjoyment was ruined by the piss-poor performance of the staff at the AMC...