LOOK Dine-In Cinemas Monrovia — Attraction in Monrovia

I was seated in theater 11 seat D3 on Monday Jul 24. I ordered the popcorn combo (popcorn and Lg coke), along with chicken tenders and a vanilla shake. The coke arrived late and the server started to walk away so I mentioned my popcorn and he looked confused. He then said he would look into it. A little while later another sever walked by with 2 bags of popcorn, asked if I got my popcorn and I said no, he then just walked away. I used the need assistance option on the app, and about 15 minutes later a staffer showed up and I asked about my popcorn. he then said the kitchen was closed and couldn't get me my popcorn. he then asked if there was anything else he could help me with. Are you kidding??? he didn't even offer to refund my purchase for something I DID NOT GET. I asked for a refund and he said he would have to talk to the manager. He never returned and I was not given a refund. A little while later I received a text message with my receipt. Not only was the combo NOT refunded, i was also charged a 20% tip, not something I approved, and certainly not deserved. When the movie was over I tried to find the manager, but literally all of the lights were off and I couldn't find a single person. NOT A SOUL IN SIGHT. I hollered, but didn't get a response. So I left and decided I would call back. I called early Wednesday July 26 and my call went straight to voicemail, so i left a message. I did not expect a call back, because Why would someone bother to call me back? it's clear no one there cares. I called again later that evening, and no answer. So now I'm taking to this method hoping for some satisfaction. I have no problem contacting my credit card company and initiating a charge back.

I'm very disappointed in the lousy service, and even lousier response to customer service issues. This theater should hold a lot of potential, but the apathetic attitude is going to drive customers away. I should also point out that the theater was NOT cleaned after the previous showing. When I walked in for my movie (before trailers, lights still on) there was left over food at various seats. What if it had been my seat? Am I expected to bus my own seat? I should also add that the serve staff seems really confused, you can see them walking back and forth with food trying to find who ordered the food. It took 3 visits to get my entire order, well, minus...

Awesome movie experience for families! We stopped in on a Tuesday afternoon, and it wasn't too busy or difficult to get good seats. Parking isn't as bad as I thought it would be. This theater doesn't have its own parking lot, so you do need to find public street parking, which isn't too difficult since there is a large public parking lot that is free for up to 8 hours just a block away. This lot also has a walkway that leads right to the theater.

Most street parking nearby seems to be 90 minutes only, so be aware of street signs. However, the time limit doesn't seem to apply after 5 or 6 PM. There is also a playground within walking distance (at the local library), so if you have little ones that might need to get the wiggles out before having to sit for a few hours, then there is a good place to start.

No worries about getting your food & drink orders in on time since they deliver your meals directly to your seats! A service we highly appreciate as a family of six with four kiddos. It is super helpful that we don't have to wait for our meals to be ready before going into the theater, which allows more time to find our seats and get comfortable without worrying about someone dropping something. And it is nice not having to calculate cooking time when placing orders and trying to get to your seats in time.

The seats themselves might not look brand new, and they don't have a button to recline back, but they are comfortable. The seats do recline. You just have to push them back manually instead of using a button. There is a QR code you can scan to view the menu and place an order, or you can activate the service button, and someone will take your order in person. The staff members were all very friendly and explained the process easily for us.

The food was delicious! There are plenty of options available from pizzas and chicken sandwiches to milkshakes and candy. So many things looked delicious! We tried out the kids' pizza combo, a pepperoni pizza, a bacon cheese burger, the Margherita pizza, a Bacon Mac & Cheese, and a Chicken Sandwich. My husband also got an order of mozzarella cheese sticks. There is also a bar near the entrance of the theater, and alcoholic drinks and milkshakes were also available for purchase at your seat.

Overall, we really enjoyed our visit and hope to...

Very disappointing.

A friend won free movie passes so we decided to use them. We arrived at the theater and were told what room the movie was playing in. The second we walked in we were both struck by how hot it was. I went out to ask if they could turn on the AC, and the manager, Mario, told me that he's very sorry, and that that particular room was supposed to be closed because the AC is broken, and offered to refund our tickets. When I asked why nobody told us, or why it wasn't on their website, Mario just apologized again, with no explanation, and offered again to replace our tickets. When I asked if maybe they could give my friend and I a free drink at the bar, so we could stay and at least enjoy trivia night, to make up for the ruined evening, he asked if I wanted that instead of the tickets. When I suggested both, since the tickets didn't cost anything, he replied that since we didn't pay for the tickets, it shouldn't be a big deal to us. I suggested that our experience was disrupted, which is really what they are selling, an experience, and he said he didn't have enough tenure to make a decision like that, and gave me the number to the General Manager. He also said the General Manager, Chris, would take the same position, as he is the one training Mario.

Commentary - This is why movie theaters are failing. With today's technology, a movie can be watched at home with the same, sometimes better, picture that you get at a theater. I was looking forward to hanging out with a friend at the movies. I was looking forward to an experience. Clearly, no one there was trained to provide that experience. Their training was centered on selling tickets, at all costs, which is why the theater that "was supposed to be closed," was actually open and generating revenue. It was not cleaned either, with popcorn everywhere, indicating it was not, indeed, "meant to be closed." I'm willing to wager, based on the lack of empathy and the generic responses we got to our situation, that we weren't the first ones to complain.

This theater has changed ownership at least three times in the last four years. Clearly we...