AMC Metropark Square 10 — Attraction in Shenandoah

This was our first and may be the last visit to the "new" AMC theater in Shenandoah, TX. We bought tickets online to see a family movie with kids. We purchased the tickets about 6 hours before the show. When we first arrived we realized there was not much to do in lobby and proceeded to get popcorn and candy. There were 2 staff working the area. We asked the staff about the promotion they were running for "members" since we signed up as "members" when we bought the tickets. One of the staff members was very rude. We finally realized we had to be "premier members" to take advantage of the promotion, which of course cost an annual fee. Therefore we decided it was best to pay for what we had and proceed to movie theater (Theater 2).

Upon entering the theater, we quickly realized the AC was not working with a slap in the face kind of heat wall. Keep in mind, we were in our seats about 30 minutes before the show started and thought maybe it just needed to cool down. When I realized there was a bucket holding open the door, I went to find an attendant to inquire. The attendant preceded to tell me ""that he didn't know about it and would go tell someone" and "if it is a problem, will fix it, we want to make sure the customer is always happy" in the most insincere tone. As I was leaving I heard him call on his walkie that he had "a customer compliant" loudy to ensure I heard. He quickly retuned to finishing "cleaning" the theater and said to "give it 20 or 30 minutes" and "that he understood, and that it was not acceptable the theater was so hot"

Just before the show started, the theater still had not cooled down. Therefore I ask a 2nd (cleaning staff) and a 3rd (bartender) about the theatre; they started to feed me the same lines. After reading some online reviews (some over a month old) and checking the other theaters in the building I realized this was not something new that just happened so I asked to speak to the manager. Again, the bartender called the manager with a "customer complaint"

The manager, Angelica, promptly came to the bar and I asked her how long the AC had not been working in theater 2. The manager proceeded to tell me it went out today and they were working on it and that "it was not broken, simply needed to be adjusted". I asked why they were still selling tickets to a theater that the AC was not working and if they could move the movie. She said all the movie theaters were full. I asked if AMC was offering customers a complementary or partial refund. The manager's response was "if you are leaving" (try telling that to a 7 & 5 year old in the first 10 minutes of a movie). The manager offered no solution and kept feeding me the same corporate lines.

While I was talking with the manger, another customer came out to complain that he was sweating and she said they would have the AC turned down. That is when I knew they were telling bold face lies to their customers. I proceeded to tell her "don't lie to people, if it is broken just say so, tell the people coming in that the AC in Theater 2 is on the fritz and not working properly, if you want a full refund we would be glad to accommodate you".

Halfway through the movie I had to remove my outer shirt because I was so hot, despite all of that the kids loved the movie. Next time we are going to Regal, Cinemark, any where just not AMC - Shenandoah.

AMC should get professionals in to train their managers first and staff second, or this place will not make it.

The main problem isn't a mechanical/AC issue it is a...

This was our 2nd trio toi this newly owned movie theater. Tonight We were in the Dolby IMAX theater to see Lion King. First it was one of their bigger theaters, but still not oversized, it only had 2 rows down and 8 up. As my husband and I sat in our seats, very top dead center, the recliners would not go up with the feet all of the way. We tried everything, but it was not just his seat they all did that. For me it was very uncomfortable because I have medical issues so it hurt me toi hang my feet down. That's one of the reasons I took the 2 leg pictures. I was a lot more figity than normal due to not being comfortable.

The IMAX Screen & sound was amazing, I hate to say this but it was almost too loud but you get use to it. The theater was very clean all around from entry, too the snack area, to getting butter for popcorn, to the drink dispenser area, up to theater 6 where we sat top row dead center. And even the ladies restroom was very clean! What I did love is you can get 2 seats next to one another and the middle arm rest folds up. So my husband and I could hold hands.

I will say it was disappointing a large group or family of about 10 was next to us with smaller kids. They were very loud and I said something twice but they never took the loud screaming kids out. I know this is considered PG & a kids movie, however screaming and crying along with talking loud the whole 2 hours? REALLY Stay home for that! I was kinda hoping someone working would come day something or be monitoring. Next time, I guess I would have had to leave my movie to go tell someone. Not my ideas of fun! I also have a service dog and had no problems with entry which was a bonus. Some places give trouble it was gray to see the acceptance by staff. She laid under our seats on her mat I have for her and stayed the the whole time.

I'm going to check about these recliners before returning. I thought before when we went there was no problems the chairs reclined Like normal, I would not return if they don't, which is sad because this theater is less than 3-4 miles from my house and I'm a AMC...

Sad to see a up to date newer theater being run from such unprofessional employees. This evening I went to a 5 o'clock showing. I spend $10 on a ticket and then $24 on a large popcorn, drink, and candy. I go to find my theater and take a bite of the popcorn. It was stale and cold. I proceed to go back and ask the cashier at the food stand if there is any way I can swap out my popcorn for anything fresher. The cashier tells me it's all old, he was vague on how old but he chuckled and said that's we serve. I asked can you make some fresh popcorn and he said one simple word to me "NO". I was baffled, no disrespectful tones in his voice but confidently said "NO" there's gonna be no fresh popcorn for me I guess after spending a total of $34 between the ticket and snacks. I saw the women supervisor by the ticket booth area and I ask to talk with her. I told her what her food cashier told me and she said "ok we'll what can I do for you then?". I thought it was quite evident that I wanted fresh popcorn but she didn't have even the slightest customer service skills to understand. She eventually tells me her employees told me "NO" because it was a little time to pop fresh popcorn. I told her it would have been easily avoided if the cashier told me "I can get you fresh popcorn but it would take 10 minutes will that be ok?" Instead of "NO". She didn't understand that. She did offer me fresh popcorn, but by this time I was missing the beginning of the movie and she told me I could come back but at this point with the supervisors having an aggressive tone in her voice I couldn't trust her to make me fresh unmolested popcorn. It's crazy this was all over popcorn. I have an AMC membership and attends this movie theater on average 5 times a month buying popcorn and a drink every time. Now I have to search for a...