Galaxy Theatres Riverbank IMAX — Attraction in Riverbank

Update 5/7

I never heard back after our last bad experience however I did decide to take my boys to see Infinity War in 3D and I was very impressed with how nice the girl was who was taking tickets. (At the time she was getting yelled at by a lady who swears this was the first time she has been told she could not take her Starbucks drinks in🙄🙄🙄). The girl was very composed and handled her very well.

The theatre has these new cool blue lights all over the ceiling which really add to the atmosphere. Overall we had a great experience! —————————————————————————————— I have loved this theatre and it is the one I chose to bring my family to at least once a month. Generally very clean and great seating. I did recently however have a pretty horrible customer service issue on this past Saturday that put me over the edge. I bought 5 tickets for my family to see Black Panther a week before and got great seats in the back for the 9:45am showing hoping to beat the crowds. By 10am we notified someone that the screen was still blank. At 10:15 a nice gentleman told all of us they were working on it and then came back a few minutes later and said they had to move us due to projector issues. We were assured we would get similar seats in another room for a showing that was getting ready to start. Since there was 5 of us they could only fit us in the front row. We were pretty bummed about it and would have just got our money back but my kids would have cried so we asked for other options. The girl at the check in said they could put us in the 3rd row from the front on a 10:45 showing. It sucked but we had no choice. She did not apologize and acted like we were putting her out. Not once did anyone apologize to us. One of the customers even approached us that was lucky enough to get a seat in the next showing and said how messed up it was that we got screwed.

I asked one of the girls that work there if I could speak to the manager but was told they weren’t in yet. I submitted feedback on the Galaxy app about my experience but heard nothing back.

We have had a handful of issues here in the past that I could live with like buying IMAX tickets and two of the chairs being broken and the customer service being not the greatest when we do need it but I have spent hundreds of dollars here and do not know if I will go back.

Places are always great until you have an issue that requires customer service. On this day Galaxy...

Came to the theater on the night of 9/16/21 and I noticed the concession stand was closed. I read the sign and noticed I had to go to the bar to get something. Fine I thought and I took a moment to pick what candy I'd ask for before heading to the bar to order. Older lady came up to me from the ticket taker "the concession is closed" "oh I know it is I was picking which candy I wanted to ask the bar for before heading over if that's ok?" I wasn't sure if the bar would have access to the candy and it was a genuine question to her and she started to cry. I tried to apologize and ask her what was wrong but she just walked away. Idk if your employees need more breaks or what. I've worked in customer service and never with any malice try to be rude to anyone in the service field. I genuinely had no intention of upsetting this employee and I even tried to make it right but she would not hear it. I was so embarrassed. I asked my friend if we could just take a raincheck a cancel seeing the movie. We went to the service desk to get refund. Lady was polite and helped. By this point I was in tears myself partly feeling bad for the employee and partly out of sheer embarrassment. I looked up and saw she wasn't crying anymore. She stared at me the entire time I was at the service desk with her eyes dry, the emotions from her face earlier completely gone. Neutral, almost. I started to think she was emotionally manipulating me. It was just that bizzar how she was acting. But I tried to dismiss those thoughts. Before leaving I explained what happened to the service desk lady and explained I had tried to apologize to this employee even when I didn't know what I did wrong. I explained she started crying and she wouldn't listen to me when I tried to comfort her or apologize.. would she go to make sure she was ok after I left. I'm so mortified. I don't think I'll be back for a very long time. I still don't know what I did to...

I booked my ticket online from the Galaxy website. I selected center seats top row. Unfortunately, when we got to the theater, our seats were on the left side of the screen ending at the aisle. The layout on line was completely different from the theater's layout once you actually arrived. I'm kind of bummed because I wanted to be center, and I booked early enough to get center seats only to discover that I was off to the left-hand side when I actually got there. Theater was room 5. Overall, it was pretty good. I wasn't expecting the seats to vibrate with the movie. got me a little motion sick. I wish I had known before I went and booked tickets at the theater. Staff was friendly, but a large popcorn and 2 large drinks package number 2 was $27.50. It has been a while since I've been to movies, but that markup on the concessions seems very high. I'm surprised and a little delighted that they sell beer and cocktails, but I didn't order any at 10:30 in the morning. If I do go back to the Galaxy theater I will plan an evening movie so that I can actually enjoy a cocktail or beer with of the movie experience although based on their market up of concessions I'm guessing a $2 beer would probably cost me $10.50 or more. Bathrooms were clean and...