Fairchild Cinemas - Queensgate 12 — Attraction in Richland

I've been here several times, which is why I gave it 4 stars instead of lower. Overall, my experiences have been great. However, what happened last Saturday night was extremely disappointed, not only what happened by more importantly, how it was handled.

Last week I bought tickets online to see the Taylor Swift concert at the theater. I bought seats for the big theater with the DOLBY ATMOS since I wanted the good sound system. I bought ahead of time because I was going with friends and wanted to make sure we got seats together (they bought theirs separately).

The night of the concert, I spent time dressing up in my best Eras outfit putting on heels and a full face of makeup. I wanted to make a night out of it and dress up for once.

We get to the theater about 10 minutes before the showing and are told that their point of sale service double-booked seats. This was frustrating sure. However, when I asked when they found out, they had known since the day before and rather than contacting all those effected, they just opened up a smaller theater for the overflow and assumed that this would solve the problem. They didn't consider that some of us made sure to go to a showing in the big theater or that we might have friends in the other theater that we were going with. They didn't let us know ahead of time so we would have time to plan. AND they didn't do ANYTHING to make up for any of it. They gave the options of a refund, getting tickets to another showing, or watching in the small theater. It was completely their fault and they didn't even try to make it up to us by offering free snacks, giving us a refund and tickets to another showing, or ANYTHING (which considering the circumstances should be the least that they could do once it was explained to them why the options they were giving us were unsatisfactory).

What was weird is that by this point, it was time for the showing to start and hardly anyone was in the theater. In the end, they said we could go into the big theater with our friends and basically hope that the people with tickets to those seats don't show up. Well, they did show up and luckily they were nice and were willing to sit in the empty seats behind us, but then they had to worry about people with those tickets showing up.

Overall, the ticket issues and having to take seats from others really dampened the vibe that we were having with our girls' night out and one of my friends sat the whole concert and said later it was in part because of the tickets snafu made it hard for her to really enjoy the experience.

Hopefully they have fixed the POS system and this won't happen to anyone else, but ultimately, I'm disappointed at how they chose to handle the situation. Stuff like this happens, but what matters is how you handle it, and Fairchild really dropped the ball with this. They had the opportunity to go above and beyond and make up for their system failing, but they chose to do the bare minimum, which affected our experience with...

BAD CUSTOMER SERVICE FROM WOMEN AT CONCESSION STAND!!!! . So please explain what a "share bag" is??? I visited this cinema yesterday with my family (8 of us). The cashier who worked in the concession stand who helped us wasn't very much help at all. When I went in to order, my husband and I reviewed the menu, and decided that we were going to order the "Tub" and 5 "kids packs", nachos and 2 large drinks. We figured we just refill the popcorn and there would be enough for all of us. So I asked the cashier if we would be able to refill our popcorn, she did reply with, yes there's 1 free refill on the popcorn but you have to get it midway. So. I asked her, why can't I get the refill now, I have to wait til midway of the movie, not right now??? She than said, that would be impossible, with her hands like this ‍, than looking around for ??? (I'm guessing, maybe something to put it in) And said, where would you put the popcorn... I than said, do you have any trays or boxes or something we can put the popcorn in??? NOW SOMEONE PLEASE EXPLAIN WHAT A SHARE BAG IS??? True, it. May not be a tray or an box... (im from Gardena, Ca. Where our theaters have trays and others have boxes) but yes hear at THIS cinema, they referr to them as SHARE BAGS. Now Im pretty sure they all serve the same purpose... SOMETHING WE CAN PUT THE POPCORN IN... so after I thought this is crazy, Washingtonians can't be this weird... I'm mean do you guys not share popcorn here???? So we paid our bill, and went about our business... UNTIL, this same cashier women, short hair, the oldest of the staff behind the counters. Brought these so called SHARE BAGS for the next customer she helped. My husband noticed, and went back to the cashier, and politely asked if he can have 4 of those SHARE BAGS she just rudely replied with "their .25 cents each." My husband than held up his hand. And said, here,, here's a dollar. No one asked her for anything free!!! NOW,, I just spent $105 for movie tickets for 8 of us, than spent another $52.75 for our snacks. Does she really think I care how much those SHARE BAGS cost??? Did she think I couldn't afford a quarter for 1 share bag, left alone 4??? Or maybe my family and I weren't worthy of knowing about these SHARE BAGS. She obviously didn't SHARE HER KNOWLEDGE OF THESE SHARE BAGS TO ME AND MY FAMILY??? I'm not sure her reason??? Maybe I have my own opinions on why, but I'm not one to throw a race card... Now the only reason why the movie was watched and this was not resolved at the moment... I'm on vacation with my family, my oldest daughter who is Autistic, and was promised that we would. Take her. To watch her movie (as we do every week) as a family. But tell management I will be there tomorrow, So we can discuss this!!!...

I had the worst first and only impression about this theater and will NEVER come back again or recommend it. I purchased my tickets for me and my husband almost a week prior to our movie. We took our time getting to our seats because we had it reserved just to have someone sitting in them. They had double booked one of our seats, along with one of the other couples seats, and a following group, totaling 3 double booked seats. We had already bought popcorn and drinks which isn't cheap. My husband and another husband went out to talk to the manager who gave tickets for their screw up. (Which happened the day before as well.) The manager proceeded to say we could not sit together and had to return at a later date. She then proceeded to devalue her businesses services by stating it was "just a movie," which is what she makes her money off of. We wanted our money back for our concession purchases and said she doesn't do that and because she gave us tickets, we were more then compensated. We explained to her that she wasn't doing us any favors, since they screwed up the seating, we missed the movie, purchased food we won't be eating/drinking, and we already paid for all of it. I then said, take back your tickets, and please refund our concession and she still said no. (So we would break even at that point if she refunded our concession, but not compensated for their mistake.) She then said she'd call the Pasco theater and tell them we can bring our old popcorn/drinks to Pasco at the next showing (which was 2 hours later). I then asked if she would tell them to give us fresh concessions instead, I explained to her that the drinks would be stale and popcorn cold and she said she liked her popcorn that way so we should be fine. I explained to her again, the inconvenience she has put us in because as parents we had to pay for a sitter, then purchase tickets/food, plan ahead, etc, and she proceeded to down play the situation. It was also our anniversary to make matters worse. I would think as a business owner you'd compensate your customers for such an awful experience that was their fault. I would think you'd want to insure your customers have the best experience so they come back and spread the word. She blatantly did not care about our experience or her reputation as a business and owner. As a frequent movie lover, you're losing a lot of business because even though your Pasco location is conveniently located for me, I'd rather drive farther then ever experience what I did with your business. Every customer should matter and be...