AMC Mission Valley 20 — Attraction in San Diego

On 2/6/24, I experienced one of the worst customer service experiences of my life, and by far my most disappointing interaction with AMC.

I walked up to the girl to have my ticket scanned. I waited for her to get off her phone and she scanned my phone she said, “Theater 4, on your left.” I thanked her and proceeded into the venue. I grabbed some popcorn and headed down to theater 4. The movie started and it took me less than 5 minutes to realize this was NOT the movie I had signed up to see. I headed to Guest Services, disappointed that my rare double feature occasion had been ruined because of the mistake of the inefficient girl. I explained the situation to the girl at Guest Services. She didn’t seem empathetic towards the ruined experience. She refunded my movie. I asked if there was anything further she could offer, as I didn’t think she understood how dissatisfied I was with the entire situation. She declined, so I asked if I could speak to a manager. She called for Jesus on the radio. I explained the entire situation. I asked if I could get compensated with a movie ticket ($7 worth on discount Tuesdays) and he said he couldn’t but counteroffered by getting me new snacks when I returned later for my second movie. I explained that wasn’t necessary, and I said I’d dump my popcorn and just get a refill when I returned in 1.5 hours for the next movie. He said “OK” and I dumped my popcorn out in front of him.

I returned for my second movie and same girl was scanning tickets. She scanned my ticket AND SAID NOTHING. She was probably hostile because her supervisor had reprimanded her for not doing her job properly earlier. I said “thanks” and headed to use the restroom. When I returned to the lobby I approached the girl at concessions and asked for a popcorn refill. It took me no time to realize she had been coached by the supervisors on the floor to decline me. I said, “This is supposed to be the second movie I’ve seen today, and I wasn’t able to watch my first movie because of the mistake of the AMC employee. She sheepishly asked if she could see my phone, proving that I had purchased two movies. I said no problem. Thinking it was resolved, I was surprised when she spoke over me to two nearby supervisors and reiterated what I had said. The female supervisor, Sierra, came over aggressively, and I knew immediately we had a problem. She explained that I could NOT get a refill and that she had talked with Jesus earlier. When she wouldn’t budge, I asked to bring Jesus to the lobby, because it was clear there was a miscommunication. Sierra said Jesus was (conveniently) on break, but she would go to the back office to talk to him. She returned a few minutes later saying that Jesus had offered to give new snacks when I returned, but not that I could get a refill. This is NOT what he had told me. I went to Guest Services to get refunded for my second movie and asked if he could also provide the name of the team member who made the initial mistake and sent me to the incorrect theater. After I asked him that, Sierra and another team member came over and asked if there was anything further they could assist with. I said I was being taken care of. Sierra asked what I needed, and I replied that I was getting names so I could convey my awful experience at AMC. She said that information (first names?) couldn’t be given out and I cut her short and said I wasn’t asking for her assistance and that I was being helped. She continued to be aggressive and exclaimed I could now exit the building. It was clear that she wasn’t going to let me continue to get the information I needed so I left.

I’ve worked in customer service over the years and NEVER have I seen someone, or personally experienced, being treated so poorly or with such little empathy. I told Sierra that she clearly doesn’t have the temperament to be in a managerial position. I feel strongly enough to make sure that corporate was notified about their staff and the entirely disappointing...

I’ve been to AMC Mission Valley 20 twice in three days. I have loved AMC theaters since the day they opened however things have changed since then. I miss the days when the food prices were reasonable so you didn’t have to skimp on buying food. Now it’s $18 for popcorn and a drink. I want theaters to stay open because I live the experience, and I can afford it, so I do buy food but at least the popcorn could be freshly made! Last Sunday’s popcorn tasted stale and like it was from a bag. Last nights was betters but not great. Buying tickets. I understand why they might not staff the ticket counter out front if they expect a low turnout, but I can no longer use the kiosk because I’m a regular Stubbs card member but they won’t give me a new card that works and I don’t believe the kiosk will allow me to manually enter the number, or my phone number, and the staff don’t know either. I usually don’t have time to try it so I just go to the Guest Services inside. The staff there is very nice and accommodating but if there is a problem with the person at the counter like last night, you waste a lot of time waiting. My last complaint is the sound level of the movies. I’m used to the previews being extremely loud, but does the movie itself have to make you think of bringing ear plugs or cotton? I’ll will try to remember that next time. I saw Radical and The Holdovers. Neither is a loud action movie, yet I felt like I was being yelled at the entire time. My companion stated perhaps it’s needed if there is a large crowd absorbing the sound. I doubt that because I’ve been in theaters with large crowds and the previews and ads still sounded way too loud. This is not the theater’s fault, but on these last two visits, the elevator was broken, the ramp at the west end of the mall was blocked off, and one of the ramps on the east end has been turned into steps. I usually take the elevator to save my knees and last night, my friend would have appreciated that as well as she is wearing a boot due to a foot fracture. Walking the extra distance and taking the stairs was very uncomfortable for her. While we did finally discover the one ramp, it would be difficult to push a wheelchair up that ramp, so I am not sure what the options for more severely handicapped people would be. On the plus side, as I said, the staff always seems friendly and helpful. The seats are comfortable enough and though the theater is aging, it’s holding up well enough. The drink machines and choices are phenomenal, however I would be happy with fewer choices if that will save money so prices can be lowered or fresh corn can be popped all the time. I also appreciate the perks of the Stubbs membership and senior pricing, although that has gone up. And I will likely still come to this AMC (Fashion Valley is a little better but has some of the same issues), but I will prioritize other theaters when possible and when coming here, bring cotton to adjust the...

I’ve been a patron of AMC MV20 for I don’t even know how long…more than 25 years for sure. I love this theatre with its large arched entry and broad lobby. Despite the years the lobby and concession stands are holding up nicely. They did get a mini refresh during COVID. This theatre is such a central location that I prefer it over pretty much every other theatre. I’m not a person who needs the reclining seats and chair service. While they are nice I prefer the perks from AMC. I am a pretty avid movie goer so I’m at this theatre a few times a month (when there are good things to view). I’ve been an A-Lister for several years and it’s been worth for me. I hate that the box office is no longer open. It’s a sign of the times unfortunately with the labour shortage and people choosing other ways to view movies. There is always a friendly young person to greet you at the door either on a stool or behind the customer service desk. I friggin love popcorn so I pretty much always stop for refreshments and I can’t resist the trinkets and candies eyeing me while I wait in line. I love all of the new popcorn flavours they’re advertising. I’ve only tried the Tajin or chile lime whichever it is and it was so yummy. Both hallways toward the auditoriums are long with nearby bathrooms. The auditoriums are kept well and the Dolby auditorium has those reclining seats I mentioned and extra booming sound. I still don’t love the having to purchase an assigned seat beforehand for all of the movies but I’ve gotten used to it and pretty much always get the seat I want. Now the bathrooms…they have seen better days. The bathrooms all for new faucets to specifically replace the ones that weren’t working which okay. They need a complete overhaul! They aren’t good. Sinks are stained. Soap dispensers don’t work or are empty. Mirrors look like they are from the 80s. Some of the rooms have a consistent odor…that dank smell. It’s very unpleasant. Hopefully with the influx of moviegoers they’ll get a re-do. One can only hope. Still my favourite movie spot...