This review is specifically for customer service. Originally, I was prepared to leave a tragic review, but the turn of events gave me renewed hope and support of the upper management team of Crest Theatre.

Back in February of 2024, my family and friends (4 adults and 5 young children) attended a Justin Willman performance. At the time (not sure if this has been fixed) it was really hard to read the seat numbers. Due to difficulty finding our seats on our own, we asked an usher for help. We were escorted to what we thought were our correct spots. However, in the middle of the show, we learned they were not all correct because another family let us know we were in their seats. As a result, two of our kids sat on our laps even though we paid for seats. At the end of the performance, we tired to politely speak to a manager (Aaron) about the situation. I explained how we were incorrectly placed in our spots by an employee. I asked if it was possible to get a refund for our two paid tickets. The situation escalated very quickly and unnecessarily. Aaron accused our judgement for not notifying management of the error in the middle of the show. He became very angry and agitated. He rudely said he would not refund us and at most would give us discounted movie tickets. In front of our entire family with young kids he called security on our group. We were asked to immediately leave. We were so shocked by the experience! It was terrible.

Within the same week, I sent an email letting upper management know of the experience. From my research, Aaron had treated patrons poorly before. I was not expecting much beyond an acknowledgment of our unsatisfactory experience. However, our family and friends were TRULY shocked and grateful for the response we received. In particular, Elliott (CFO) was extremely gracious, understanding, and apologetic. His empathy and customer service was above and beyond. When we weren't expecting anything back, he actually refunded all 9 of our tickets back. The rest of the team who were present on the email thread, Meghan (talent buyer/calendar manager), and Emma (box office coordinator), really helped restore our positive feelings about the Crest.

(side note: Elliott informed me that on that same night, Aaron had similar incidents with other patrons and was ultimately let go.)