AMC Webster 12 — Attraction in Town of Webster

To say I’m saddened would be an understatement. After tonight, I no longer feel safe going to AMC Webster 12—or any AMC theater, for that matter. I’m seriously considering canceling my AMC Stubs membership immediately.

On Monday, February 3rd, my partner and I went to AMC to watch DogMan. When we arrived, there was no one at the front ticket booth to scan our tickets. Instead, we were abruptly shouted at by an employee named Rob. He was eating nachos and speaking to us with his mouth full while telling us he could scan our tickets on our phones. While unprofessional, I understand—I've worked retail, and I know that during slower hours, employees sometimes eat while not at their workstations. That in itself wasn’t a big deal.

After scanning our tickets, Rob informed me that I couldn’t bring my Burger King soda into the theater. I had completely forgotten I was even still holding the silly thing, so I quickly apologized and threw it away without a second thought. However, as I was leaving for the theater, Rob suddenly called out to me, asking why I thought it was okay to "sneak in food." I told him I wasn’t sneaking anything in, but he continued, pointing at his nachos:

"See this? This is food. Food from our theaters. If you can't afford food from a movie theater, maybe you shouldn't be watching movies on the big screen."

I was absolutely shocked and offended. His words were classist, belittling, and completely uncalled for. I wasn’t trying to break any rules, yet I was treated with unnecessary hostility simply for not purchasing concessions.

I spent the entire movie crying, feeling humiliated and uncomfortable. What should have been an enjoyable night out with my partner was completely ruined.

This experience has left me questioning whether I can ever feel comfortable at an AMC...

This has always been my favorite go to theater in the area except for recently. I visited with my kids on 12/5/21 to see Encanto. With the increase in Covid cases the website specifically says they clean extra and we should wear masks. When we got to our seats, they were filthy. There was popcorn everywhere and something visibly wet on our seats. When I spoke to the manager, he expressed the staff clean between viewings but that was obviously not the case. He sent two staff members to clean it and we watched the movie. Because we have always had good times here, I put it behind us. Today was the same. I went with my children to see Sing 2. When we got to our seats there was popcorn all over the seats as well as a cough drop. While my children waited to sit with their hands full of snacks and goodies, I went to ask two staff members sitting at the desk if the theaters are cleaned between viewings and they answered, yes, followed by they weren't sure that specific theater was yet because it was the first showing in there of the night. If doors are open to seat customers this should have been cleaned. I asked for the GM who they said would be in by movie end. After the movie I approched the same manager I spoke to on the 5th of December, Robert R., who has NO customer service skills. He did not show any ounce of care that I no longer wanted to continue my membership with them and made excuses that there are new ushers which is why the theater was filthy. Both of my visits he was sitting doing nothing but talking to these same ushers he mentioned, instead of helping make customers experiences better. I will never return to that facility and will be cancelling...

The Highlights: FULLY RECLINING LAZY BOY STYLE CHAIRS; COMPLETELY RENOVATED BUILDING;

My Rant: This is hands down the most amazing movie theatre I have ever been to. I went to the movies three times last week just cause I enjoy this theatre so much! They are currently finishing up construction and you can most definitely see that they put a lot of improvements into the place. I heard that in the past this theatre was nothing special but now, I don't even know where to start so I will just walk you through my whole experience. The entire place has been renovated to give you a quality atmosphere. The ticket counter has the electronic ticket kiosks but if you prefer buying your tickets the usual way there are delightful ticket agents. The concession counter has more than the usual movie theatre (pizza, mozzorella sticks, etc...) and those new "create your own" coke machines. One of the workers even deliverd my pizza to me in the theatre so I didn't miss any of the movie!!!!! Then when you walk into the theatre you get to choose a seat in a reclining arm chair that slowly reclines you to a practically laying position!! (plus the arm fold up if you want to get close to your date) The whole experience was fantastic and I wish that I lived in the area because now the theatres in my town will just never be...