AMC Ahwatukee 24 — Attraction in Phoenix

Found out there would be a once in a lifetime special screening of a movie for its 30th anniversary and went online to order tickets. This was our first AMC experience and the theater was 35 min from our house but we ordered our tickets a week and a day in advance and choose this theater because it was the only one showing the special movie that was not sold out. We got to the theater an hour early and waited in the lobby for 30 min before buying popcorn and a drink. We walked into the theater after buying our snacks and it was SO dark we literally had to turn the flashlights from our cell phones on to walk up the stairs to find our seats. We soon discovered that probably the reason the lights were dimmed so low was because no one had cleaned the theater. When we got to our seats there were cups in each of our cup holders and trash in each of our seats. The popcorn was cold and tasted old and the gross butter flavoring that you can put on yourself was also cold. 10 min after the movie was supposed to have started someone came in and told everyone they were working on it. 10 min later a woman came in and said there were technical difficulties and that they would not be able to play the movie. They offered everyone tickets to another movie and to play some old movies no one has ever heard of instead that day. They said they would try to reschedule but most of the people there probably had to make special plans to be there and were extremely disappointed. There were even people dressed up. We went to customer service to get a refund as we do not (nor do we ever plan to go back to) go to AMC theaters. I produced my receipt for my purchase and they told me that since I paid online I had been charged a $2.50 service fee and that they would not be able to give me that part of my refund back. I am completely outraged that the theater continues to make money off a film that they did not play and am disgusted that they did not try harder to make it right with the people that were there. Probably more than half of us bought our tickets online to ensure we got tickets and the fact that we could not get a full refund is simply criminal. I will never visit an AMC...

In the early days of in-cinema remodeling—before the era of MacGuffins and fancy, big, comfy chairs—the AMC Ahwatukee was my favorite, my go-to spot since moving to Arizona in 2006. It was the standard template against which I measured all other theaters.

Then the Biltmore location introduced the in-dining experience. While I still referred to it as “the fancy theater” with the “flight attendant buttons,” Ahwatukee remained my favorite. Later, Ahwatukee got the comfy chairs too, and I was excited to keep coming back.

But much like the fall of LastPass, the AMC Ahwatukee’s shine has begun to dim.

I went yesterday, and there were so many failure points that AMC Ahwatukee has now become a secondary—or even tertiary—option when I'm deciding where to see a movie. My seat had duct tape on the arms to cover obvious tears. The front area, where the box office used to be, is now a huge, empty eyesore with litter on the floor and chipping paint that’s hard to miss.

The space has so much potential: there could be plants, a water feature, chairs and tables with umbrellas. I mean, Chandler Mall has less space but maximizes it for the guest experience.

When I asked if the bar was open, one employee simply said, “Beer and wine.” (Just those three words—I had no idea what that meant.) He asked another employee who was out of earshot, but I could make out his response: “I don’t know.” The first employee returned and said, “It’s closed.” I then asked a different employee, who kindly radioed someone else for assistance.

All told, my “movie magic home” isn’t going to be AMC Ahwatukee anymore—whether it’s the AMC Esplanade or Harkins Fashion Center, I’ll be looking elsewhere...

I have been a rewards member for over 5 years. I for the first time ever had to cancel my tickets I purchased on line due to my son not feeling well. At the time of me trying to cancel, which was just a couple of minutes after the movie start time, it didn't let me cancel. When I called customer service to explain, I was told because I canceled after the start time of the movie I could not get a refund. Ok, at that point I asked for a manager because if I can't get a refund for calling just a couple of minuets after due to my son not feeling well, can I get a credit. Once again, we go to the movies often, that's why I'm a rewards member. The customer rep put me on hold for a while, which I expected, came back and asked me why do I want a refund. Are you kidding me? I told her again that I don't even have to receive a refund, I believe it would be fair enough to receive credit, and she cut me off putting me on hold again. She became very rude as she put me on hold another time telling me that the manager will be telling me the same thing. As I was saying that's fine, she cut me off again putting me on hold. When she came back she told me she could give me only a $5.00 credit. Wow! I purchased $22.29 in tickets, I could get $5.00 in credit but not the whole amount. Unbelievable. This is how AMC treats their loyal customers. I guess Harkins just gained new customers because I will be sharing this situation with all family,...