IPIC Theaters — Attraction in North Miami Beach

The place seemed very nice and upscale. I didn't mind the prices because we were looking for a new experience in a fancy movie theater. The leather seats and gourmet food served to you were appealing. Nevertheless, we were conducted to our seats, costly but apparently worth it. A waitress came over and diligently took our order of dishes and soft drinks. There was a man praising the goodness of this concept, his back was turned to us (rude) but we still were under the influence of a new fancy place until the waitress came and poured 36oz of ice and coke into my hair, neck and back by accident. I felt the chilly soda to my bones as the whole cup emptied onto me. I couldn't believe this was happening to me, hey accidents happen right? What was not right was to be standing humiliated soaking in soda and nobody cared. I was there for 10 minutes waiting for somebody to talk to, cancel our order and request a refund because I did not want to watch the show in wet clothing. I was told a manager would come over but this never happened. We walked out of the theater on our own and a hostess offered us a towel and to dry my seat, but I was not comfortable staying to sit in an air conditioned theater drenched in soda. Finally a very young african american guy showed up and introduced himself as the manager. He said I am sorry and proceed to refund the price of the ticket. I was numb, My husband and I walked out the door and I started to react, I said this is not right. I feel the way the situation was handled was not professionally done. I was standing in public soaked in ice soda, my clothes are stained, I am dripping liquid in a public place that is supposed to be upscale and the best experience in movie theaters and I was miserable and embarrassed. I went back and I asked the so call manager if he really is the manager , he said yes, and I said to him that I didn't appreciate the way I was treated. He mentioned that he said he was sorry and he was not happy with the performance of the waitress. His attitude was what else do you want from me? I felt humiliated for the second time in one night. I left swearing not to go back ever again and thinking what happened to the good practice of customer service where you treat your clients with respect and when situations happen you try to make it right. This is the time of social media and I believe that everybody should know what kind of service IPIC OF SUNNY ISLES is providing to their customers. I understand that accidents happen, but with good training this would never would have happened. Secondly the staff and the manager should offer apologies in a sincere way and take care of the situation right away. I was wet, my clothes were stained, I was embarrassed and all they offered me and my husband was another seat that was dry. I am not looking for handouts or looking to get something for free, but a high end establishment should have offered to comp our meal for free or offered to pay for any dry cleaning. I was not looking for this, but it should have been offered. Luckily it was not a hot beverage that could have injured me. The IPIC administration could considerer one customer is nothing but I will be happy to take my business anywhere and let everybody and post everywhere...

Tonight was my first time back to this theater since covid happened, and I was very disappointed. My husband and I used to come here often before covid and always had a great experience, but now I’m not sure if we will return. My husband and I went to the theater early tonight as requested when we made our online reservation and took a seat at the bar for a glass on wine, no one even acknowledged we were there. After waiting around 10 minutes we called over a gentleman that was behind the counter to ask if we could order a glass of wine, he said that he would go and get the bartender for us. Waiting another 10 minutes or so after watching the bartender make drinks on the other side of the bar she finally took our order. We got our glass of wine and then went in to take our seats in the theater. We ordered a few more things off the menu while inside and when the server brought our order to us I asked for napkins because they did not bring them to us at first. 20 minutes into the movie we still did not have any napkins, I pressed the button for the server again and a few minutes later they came to us and I asked for napkins a second time and another glass of water. Again, more than a few minutes later a different person came and brought us the glass of water explained to them I asked for napkins twice already and if they could bring some to us. Probably 10 minutes later another different person brought us the napkins. Later we received our check, we paid cash. I gave well over the amount of what the check was in cash and no one came back to return my change. I had all intentions of tipping, because I always tip very well because I work in the service industry as well. But instead they decided to keep all the change for themselves. I am so sad that tonight turned out the way It did because I used to really enjoy coming here with my husband but now I don’t think we...

We have always loved this theater and have been loyal customers for a long time, but we were extremely disappointed with the service during our last visit.

We came with three children to watch Snow White. I ordered a plain cheese quesadilla, but they brought me a quesadilla with vegetables instead. When I informed the waiter of the mistake, I was told: “We don’t have a cheese quesadilla on the adult menu, and the kids’ menu is only available for children under 12.”

That’s understandable — but why wasn’t I informed of this when I ordered? And why should I have to pay for something I didn’t order? It’s the waiter’s responsibility to clarify such details at the time of ordering.

To make matters worse, I have food allergies, and the theater was dark. When I took a bite of the quesadilla, I had no way of knowing it wasn’t plain cheese until I had already started eating. This could have been a serious health issue, and I’m very disappointed that the staff wasn’t more attentive to this.

Furthermore, I was there with three children under 12. Why, then, would I not be allowed to order a cheese quesadilla from the kids’ menu? This policy makes no sense and left us feeling very frustrated.

I also want to point out that if the theater has any “restrictions” or “limits” on food selection based on age, that falls under the theater’s “policy.” However, under Florida law, any such policy must be disclosed in writing in order to be enforced. Additionally, I carefully checked the menu, and nowhere on the menu is there any mention of age restrictions. This also applies to the substitution of ingredients in case of food allergies — proper disclosure and clarification are essential for the safety and satisfaction of your customers.

We’ve always had positive experiences here, but this incident was disappointing. I hope this feedback helps improve the service...