EPIC Theatres at Lee Vista — Attraction in Orlando

I often visit the Epic Theater that is near my family in Osteen area, the experience has always been fantastic, so I was expecting the same thing today

Unfortunately I was bitterly disappointed

We had come to the theater today to see Thor at 4:30 and after paying for the tickets inquired if the movie had started yet or if we had enough time to get some concessions.

We were told the movie would not start for 10 minutes so we bought some popcorn and some sodas and then proceeded to the theater

Unfortunately the movie was already running

Since there was a 4:45 showing of the movie we asked if we could go into the other theater

Well the other theater was a 3-D showing, so we were sent back down to the front to pay more money to switch theaters

We walked into the new theater which only had one other person in it and sat down. 4:45 came and went, 5 PM came and went and the movie or trailers had not yet started

So it's back outside again, this time one of the employees said he was just arriving and he had forgotten about the movie but he would start it right away

So the movie started without any previews, no problem with that but the house lights never dimmed.

So now it's time for another trip out of the theater to get somebody to dim the house lights. So back to the theater and eventually the house lights did dim

While watching the 3-D version of the movie, the top of the heads of various characters were cut off on the screen, the movie was half blurry and looked absolutely terrible, so now it's time to go find the manager

After presenting all of this to the person who claimed to be the manager manager we asked that the tickets be refunded.. The response was . . . you're free to leave now if you want

Not really the kind of treatment we were expecting from Epic Theaters.

So it was back into the theater to watch the out of focus movie with the heads cut off.

After after several minutes the screen went black for a moment and came back on

EUREKA . . . Someone had come in and changed the settings on the projector so that it worked

Now the movie was quite obviously in 3-D, things were in focus and everything looked great again

It was probably around 5:30 by this time

Epic theaters has beautiful properties, they are well maintained, clean and typically wonderful places to go to

I have no doubts that this experience today was simply the fault of whoever the on duty manager or perhaps the general manager of this facility was

Somewhere in the chain of command people did not get proper training, so proper training was never passed on

How do you forget to start the movie, forget to dim the lights, and forget to set the projector correctly?

I have always told the people that work for me that if you treat our customers the way you would like your sister treated, everyone would be absolutely happy

I'm hoping the manager of that facility reads this and takes that statement to heart. I also hope that the employees get retrained, reprimanded or replaced

Will I stop going to Epic Theaters? No

However I will probably look for a competitor's theater the next time I need one in the...

Absolutely horrible service and management. Purchased a $23 popcorn bucket for the movie Avatar. In the theatre part of it broke. I tried to get a replacement but due to our late night showing all concessions were closed. I went back the following day to exchange my bucket and was meet with a long wait and uninformed staff. When I finally spoke to the manager he tried to “politely“ tell me there was nothing that could be done and basically it wasn’t their problem. His excuse was they only had one left to sell and if he replaced mine he would not make profit on the last one. Granted this is a plastic toy and not that big of a deal. I continued to explain it was broken in the theatre and he should be more than willing to help me and he had nothing else to say. So I grabbed the last bowl and got in line to purchase it so that way “he would still get his profit” and I would still get my bowl. At the check out the employee would not let me take the new bowl without giving back the old one. I explained I was now purchasing a second one and would be keeping the broken one. She still was giving me a hard time. I had to explain to her that they are still making $40 plus dollars off me and I am keeping both products. She nastily checked me out after. When a company cares more about their profit and self than the experience of the customer it is an extremely disappointed thing. They could have easily helped me out and done the right thing. Just like I could have easily swapped my bowl and walked out without asking first…but I did not. I did the right thing. After working in retail you know that you can always help out the customer. It’s not that big of a deal and it is not hard. Horrible management I will never return.

to some this may seem dumb but my friend died this week and he was excited to see this movie and get a collectible popcorn bucket. That’s the only reason I even bothered with management. I do not recommend this theatre as they don’t value their paying customers. Also their audio system is horrible we could barley hear the dialogue in the movie. The music and bass dominates all. If you want a good experience all around go to...

Honestly, my family and I will be staying away from this theater until we get confirmation that basic maintenance has been done to the building. Ripped seats or seats that do not work I may let slide as they are abused daily. However having to pay $52 plus to be entertained in an environment that is offering picture quality that resembles 7mm film and sound that is reminiscint of a boom box certainly does not justify the price. Their food was on point, so best to advertise as somewhere to come eat for $70 and get a free out door movie experience. What excuse can be given other than poor maintenance when the screens are grainy making it look like we were watching Ghostbusters 1984 as a nostalgic throw back. I understand business and chains and therefore understand the chains priority is not to enhance the movie going experience, just over charge you for candy and soda while doing enough to keep you coming back for the next movie. Well, no more, I and you should begin to research theaters and the equipment they have in order to get the most for your money. I will not return to another epic until I see change through announcements of improvements. I'll save my $70+ dollars and wait two months to see it in the 4k quality and dolby surround system I worked for so hard. Hell even my seats recline with heat, 1+ over them. I will also add that their reward program may be good, but I wouldn't know because I've had problems with it since I signed up and no surprise, but there is no one on site that can help nor can I get an answer from their CS. So judge them by any measure, I cannot pull myself to give them any higher a rating other than they are close to my home and have first run movies. Wake up to Epic theaters and do some homework, convenience isn't always the...