Metropolitan MetroLux Theatres at San Clemente — Attraction in San Clemente

I’m giving this brand new movie theater 3 stars. One for the hard working high schoolers, one for the employee Frederick and the third because it this place finally opened near my house. I took off one star because of the customer service I received and this employee I didn’t get the name of.

Here is the back story. I was purchasing 2 tickets the night before a movie on my phone. As I clicked the “confirm purchase” button, my phone glitched. I checked my card and it said that payment was pending from Metropolitan and the seats I chose were booked, but I didn’t receive any text messages or bookings on the app to confirm that I had the tickets. I didn’t want to charge my card twice. So I decided to head to the theater to talk to an employee to see if I really had the tickets. This is when I met Frederick. I told him about my problem. They then tried to find my reservation. He politely said they couldn’t find anything and to come back tomorrow to check again. Fredrick genuinely apologized and I left.

I came back the next day an hour before the movie I attempted to purchase. I waited in line patiently. When I was called up to the register, I explained what happened the day before and I said I spoke with Frederick. The nice young lady that I spoke with then asked this tall lady with brown wavy/curly hair where Frederick was. Unfortunately Frederick was busy. I wish he wasn’t because this tall lady had to help me and it all went down hill. I retold my story and as I was retelling my story, she would rudely interrupt me to shut me down as in she kept repeating “we looked you up yesterday and nothing…. Give me your number… you are not popping up.” I didnt even get the chance to tell her my side of the story and add on to what her employees briefed her during her shift! She then let out this huge sigh “UGH” as she pulled out a note pad and wrote down my information (it felt like she was writing my name on her Sh*t List lol.) I tried to show her the pending payment and she kept shutting me down saying “you are not showing up.” So I left! Didnt even apologize for this inconvenience! I’ve worked in customer service before and I know how frustrating it is, especially post COVID, but that’s what I signed up for! To give customers my service!!

Frederick had great customer service because when he was presented with a problem, he tried to find a solution, then apologize on behalf of the company. This lady that I unfortunately couldn’t get the name of, kept shutting me down, didn’t even bother to offer a solution of possibly asking if I still wanted to buy a ticket to watch the movie and didn’t even apologize for what happened. She just gave me the “well you’re out of luck and there’s nothing I can do” stare without saying anything. It got all awkward after this encounter.

I’m writing this review because I know this place isn’t even 2 weeks old. There are many ways to improve this place. That lady’s customer service is one of them. She’s already giving customers attitude and it hasn’t even been 2 weeks?!? I was civil and tired to compromise like adults. I originally thought of giving this place 2 stars BUT because I know COVID has stressed all customer service employees out, here’s 3 stars.

UPDATE: March 26, 2022 We still have not received our refund and it’s been 2 weeks. I’m taking 2 stars off from my original 3...

We had one of the worst service experiences during our visit to Metropolitan Metrolux theaters in San Clemente! My family and I bought 10 tickets to see MI today. Before the movie started, we waited in a long line and got 4 beers, 3 sodas and 3 waters along with 4 candy packs and 5 large popcorn. When I was buying the LARGE popcorn I asked the staff member helping me if it was refillable. He said “yes” in front of everyone, so we got large ones. (Note that we went for a refill before the movie ended without any issue because I didn’t want to bother people even though my son wanted a refill so bad. I promised I’d get it).

When the movie was over while my brother was checking online to see if there was another set of tickets available to see Barbie. My son and I headed over to the counter and my son asked kindly if they could refill his popcorn bag. A mean lady who I believe was a manager whose name tag started with A and ended with an A “supervisor” asked if we had a loyalty membership. Because my son doesn’t know what it is about I answered and said we didn’t have it. So she immediately refused to refill my sons bag. She looked annoyed and sounded that way too… When I told her that “this was not disclosed when we originally bought the popcorn and had refilled it once already. I was ensured by their employee that it was a free refill “ she snapped at me and said it’s written all over their signs.

Well first of all I didn’t want my child to be treated that way, second this is totally misleading, third your employees need to be trained better, fourth that supervisor needs to be supervised!!!! My two brothers live in San Clemente and I’m in AV. We have a big family and will definitely not bring business to this movie theater ever again! I’ll make my complaint to better business bureau as well. I think you guys made your money well over from us, it shouldn’t have hurt if you’d refill a popcorn bag for a child! Kids don’t deserve to be treated like that. It’s disgusting to treat anyone like that in fact! Movie Theaters were all miserable during pandemic now they’re back in business with their hiked up prices. We’re paying what they’re asking for no problem but not getting the service and respect we deserve!...

I went to see Wakanda Forever at this theatre today. The movie started at 3:30 and I purchased my ticket at 3:34. When I got to the area where you show your ticket, there were 3 young male employees chatting, and I had to interrupt them to find out what theatre my movie was in. I was told it was Theatre 6 so I went to Theatre 6 - which was the IMAX theatre and the screen was blank and the theatre was empty. I had passed Theatre7 which showed my movie was playing, so I went in - and ended up with less than an hour of the movie remaining. So, before writing a bad Yelp review, I spoke with the manager. He said Theatre 6 was correct. Then he said they had had a fire alarm issue earlier and that messed up the timing of the movie showing - which was not relayed to me as a customer coming in. No apology no nothing just an oh well, so sad from the manager. Horrible customer service! I live close to this theatre and was pretty excited when it opened but after this experience will probably finally another theatre to go to in the future. Such un-San...