Regal Crocker Park — Attraction in Westlake

My brother and I are frequent customers at this Regal. Yesterday we went to see Oppenheimer in IMAX. Like most others for big blockbuster movies like this we bought our tickets on the app days in advance so that we could enjoy the movie from seats we like. When we arrived we were made aware that the systems were down but the majority of the seats for the showtimes that day were sold online days prior and the seat numbers are also provided on the QR code. When we arrived at the ticket kiosk the employee said our seats for IMAX were first come first serve, they were not honoring the assigned seats already chosen and paid for. The reason I gave 2 stars and not 1 was because of the concession stand workers. They had sheets of paper, they were using their phones as calculators and while some workers were handling money other workers were handling the food. It was good teamwork and they were moving efficiently. However, when we went to the kiosk to show our ticket, the employee was standing there doing nothing except tell us and a few others that it was first come first serve FOR IMAX and that we couldn’t kick people out of the seats we chose and paid for. When we questioned why they were telling people it was a first come first serve policy, that same worker didn’t even apologize for the inconvenience or offer a proper explanation but instead they dished us a nasty attitude. They told us we could receive a refund but we would have to leave the movie. Why would I have to leave a movie when they enacted a policy without any warning to their customers? My brother and I are history majors, so seeing Oppenheimer was something we were really looking forward to and we reserved seats in the second to last row so that we could enjoy it. Instead we ended up being in the second row hardly being able to see the screen and annoyed about how the ticket situation was handled. The annoyance could have easily been avoided if a worker would have looked at the regal app and physically wrote down the seats that were still available for anyone coming in at that time to buy a ticket— just as how the concession stand was doing. But like I said, the majority of tickets were already purchased online and some people who paid for the seats they liked, days in advance, were...

We went to see Ouiji tonight. While I do realize that seeing a PG13 movie on an opening Friday will leave you at risk for a certain degree of rowdiness, I wasn't prepared for a night that reminded of the reason I stopped going to Tower City Cinema. My friend and I disregarded the loud teens for the bulk of he film, but then, with about 40 minutes left, went to complain. After about 15-20 minutes a couple of ushers came in, did not say anything to the teens that we pointed out, and left. At this point it's clear that the movie is wrapping up, so we wait until the film ends, and then go complain again. The manager, Chris Reed, first says that we should have complained sooner, and then says his staff went in and addressed the problematic teens as soon as they could. We explain that we ignored the issue as long as we could, and that when we did complain, it took close to 20 minutes before anyone came in, and even then they didn't directly address the teens we pointed out, and that they, in fact, didn't address anyone. He proceeds to say, "well they said that they did, so now it's a case of he said, she said". So, we ask if that means he's calling us liars. He says no...he's just saying that there is no way for him to tell what really happened, since we're saying something different from what his staff is saying. We notice another couple walking past who was also in the theater. So, we ask them if they can corroborate our story since the manager is having trouble distinguishing between our report of our actual customer experience from the report of his teenage employees. They agree that ushers came in, but did nothing to address the issue. He maintains there is nothing he can do, we decide to leave. I decide that I need to elevate my complaint, because now it's not just a ruined movie, but I've also been called a liar. I go back, and request the GM's information, and this is when Mr. Reed says, you guys stormed off before I could offer to make it right. He offers passes, which I accepted only because I can use them at another Regal. He apologized for our negative viewing experience, but never for saying, and defending multiple times, that he couldn't address our issue because of "he said, she said." Will never return to...

Just had the most ridiculous and disappointing experience with a manager by the name of Chris Reed. Myself and another patron complained about a large group of teens who were loud and unruly throughout the entire movie. Fifteen minutes after our complaint, 2 theater employees entered the theater, walked around, and then stood in the entry area of the theater. Not at any time did the employees address the loud area. After the movie ended, myself and the other patron went back to Chris to follow up regarding the lack of attention to the issue we had reported. At this time, he told us that the employees said they had addressed the noise issue and that it was "he said, she said" regarding what actually happened. I found 2 patrons who corroborated our story, also stating that they too witnessed the employees walk through the theater and not address the noise. We expressed our disappointment and anger with the implication that our patron experience was less valid than that of 2 teenage employees. Chris began to take tickets from other patrons which was perceived as rude and dismissive, at which point we left the theater. He said that he was not calling us liars; however, when a customer complains and the manager does nothing to rectify the problem but rather chooses not to investigate and takes the word of 2 teens, the liar accusation is implied. My friend decided to go back into the theater to continue the conversation, as we did not receive an apology nor compensation for the waste of a movie experience. While she was inside the theater, I chose to stay outside to talk to an Avon officer who was working overtime. He too agreed that Chris implied that we were lying and that he could understand why we were upset and disappointed. I've never been dismissed with that much disregard or disrespect in my life. It wasn't until my friend asked for contact information for the GM that he changed his tone and gave us 4 movie passes. I've spent entirely too much money in the city of Westlake to be treated so poorly. I could've gone to Tower City and had a better experience than this. I WILL NOT return to this theater, due to its undistinguished excuse for management and its lack of commitment to patron...