Galaxy Cinemas Belleville — Local services in Ontario

Today, myself and five other friends travelled 50km to meet at the Galaxy Cinemas Belleville with the intention of attending the 3:10pm viewing of Wicked. We arrived, bought concessions, and found our seats in the theatre. Unfortunately, due to technical issues there were no visuals during the preview or into the beginning of the movie – only audio. At 3:35pm, they finally declared that the system was broken and would not be able to run the movie. Although this was disappointing, I am more than understanding that situations like this occur; it is my firm belief that what reflects on a business is not the issues they have, but the way they respond to them. We were told to go to the lobby to be given refunds.

After waiting in line at concessions, we were able to speak with the concessions manager at the time about refunds. She was very positive at first, including going to the office to get more cash in order to refund our tickets. However, when we brought up that we would like to refund our concessions, she unfortunately got rather defensive and slightly hostile. In particular, I bought $30 worth of concessions for myself and my younger brother. This was, of course, under the expectation of seeing a movie. She stated that because the popcorn and drink had been touched, she could not refund those. When I asked about refunding the unopened candies, she agreed. However, she made it incredibly clear that she was making an exception to do so and while I appreciate the generosity of that act, it is a ridiculous notion to act as though this was a standard situation – typically, I attend the movies to actually see a movie. Ultimately, I was refunded $12 for the two candies, which left me having paid $18 for a single popcorn and a single drink.

Unfortunately, after the service I received during this situation, I am hesitant to return to this branch. Suffice to say, after this experience I will be thinking more carefully about which theatre brand to attend in the future. As mentioned, I understand that unavoidable situations are bound to happen, and I will clarify that I am not at all upset with the fact that the movie showing was cancelled. However, I am very disappointed to see we were not offered suitable compensation given that out of just the six of us, each of us spent at least around $15 on concessions on the expectation we would be staying for a movie. I would have been more than happy with the resolution if we were offered ticket and concession refunds or given the option to attend another movie. Unfortunately, this was not presented as an option and on top of that we were treated poorly by staff who should know better. As someone who has worked in various customer service jobs, I went into that interaction with respect and kindness and was not treated the same way.

Ultimately, I drove 100km and spent two hours of my day to buy a popcorn and a drink for $18, which is not the kind of experience I expect from Galaxy Cinemas...

Absolutely disappointed! Thought me and friends would have a great time taking their son to the movies for his first time, but couldn’t have been more wrong. Everything went great as we purchased our tickets and spent half an hour having fun in the arcade. However once we got into the theatre we noticed our seats had been taken. Rather than cause a scene we simply sat in some other seats. The movie started and 20 min into the movie we were approached by a family claiming we were in their beats. At this point the theatre is almost completely full and everyone is focused on the movie including us. We ask them if they can go find another seat as they were late and interrupting our movie and our seats are taken. They leave and ask theatre staff to remove us. The staff member than comes up and asks us what seats we originally had. He than leaves to go see that our seats were full(which they were) He than comes back claiming he found us new seats, we reply asking why that family can’t go to those new seats, he responds saying there are only 4 seats available and they have 6 people. We than get all the way down to the very front row just to find that there were infact 6 available seats where he put us that they could have sat in. I had to leave the theatre due to those seats as I suffer from Cervicalgia and am unable to hold my neck at an angle like that. All in all I am very disappointed in the way the situation was handled and the way seating in the theatre is set up. If you wish to enforce people sitting in the correct seats. Have an usher sit everyone before the movie, If you expect to get your seats in a full theatre don’t show up 20 min late and ruin everyone else’s experience because you felt too entitled to sit in the front row. I also feel let down by theatre staff who lied to us saying that there wasn’t enough seat for...

Grabbed a movie with family - I only allow myself to do this when I desperately want to see a flick and feel like I can't wait lol. Because... ticket prices have increased tenfold relative to the cost of home entertainment, as we know. And as yummy as the popcorn is... it's pretty ludicrous that it costs you $80 to see a movie (with popcorn and a drink to wash it down) with your family. Wait a few more weeks and you can subscribe to get that movie for the cost of less than 1 movie ticket!  Or stream it, as many do.

As we walked to our seats, I saw 2 piles of popcorn on the floor. There isn't time in between shows to tidy? I thought that was a give in. Eww.

We sat in the back row, and on a + note, there was lots of leg room.

My seat was comfortable and reclined, but my back started to hurt with 30 mins left of the show.

Bathrooms - so overstimulating. Which sounds weird I know, but the dryers were all going at the same time, and it was so loud I couldn't hear myself think. The noise was so bad. Ended up washing my hands and wiping them on my jeans. Other option - dry them on some random person's shirt, then laugh and run away before they can return the favor.

Overall, the movie was great, popcorn was delish, company was on point, but the price is crazy for the 2 hr...