Regal Augusta — Local services in Augusta

Went to the theater tonight with my wife, daughter and her friend. Bought four tickets, two for my wife and me and two for my daughter and her friend (high school seniors 17 years old, both). Spent over $50, counting "convenience fees" for online purchase. Then, spent $22 on concessions. Entered the theater area where there were no other customers. My daughter and her friend gave the "manager" their tix and entered their movie. We gave the "manager" our tix, and he said, "Wait. You aren't going to the [R-rated] movie with them? I'll need to see a photo i.d.: My daughter did not have her driver's license. Her friend did. I explained this to the manager. Like a robot, he kept repeating the same refrain: "I need to see a photo i.d." I tried to explain, again, the circumstance, and he turned away from me in mid-sentence and rushed into the theater to "apprehend" my daughter. This was humiliating and rude. This "manager" had no people skills whatsoever and wouldn't even try to help us. We visit Maine each August, and I've been doing this for over 30 years, always going to this theater. I even showed him my daughter's fishing license on my phone to verify her birth date. "I need a photo i.d.," he repeated again. I asked for the manager, and he said, "I'm the manager." I then said I wanted a full refund for the tickets and the concessions, after he looked at the fishing license and, again, like a robot, said that one of us (my wife or me) had to see their movie with them, or they had to see our movie with us. I understand the policy. This was after he had "apprehended" my daughter and her friend and escorted them out. He repeated it over and over. However, when a father is there with his senior daughter, has a reasonable explanation and even shows a legal Maine fishing license, even if there's no room to give (hard to believe), the manager should do more than look blankly at me as if I'm a convict and repeat, like a robot, the same sentence over and over and over. That's just poor, poor customer "service." When we went to the counter to get our refund, the two young men selling concessions were so friendly and apologetic. The "manager" couldn't figure out how to refund us all the money for the tickets and the online convenience fee, and when I asked him why, he wouldn't answer, saying only, "Could I have your credit card used for the concessions?" Again, a robot. At that point, I lost my temper, and accused him of not listening to me, and I made a regretful comment to which he opened the cash register, removed a $10 bill and slapped it in front of me before walking off, leaving the young men in concessions to figure out my food/beverage refund. They apologized and admitted that this shouldn't have come to this. They were friendly and helped me to get the refund, all while the "manager" ran off and hid. 'How in the world did this individual become the manager?' I wondered. On my way out, I found where he was hiding and told him, "Sir? You need to get some customer service training so that you can learn to deal with people as well as your two employees do." I understand the policy. I think I had reasonable evidence that my daughter was 17, but the "manager" is the kind of person in this world who sees everything in absolutes. That's just not the way life is. What infuriated me was his dismissive tone, his refusal to hear me, his abrupt "about-face" while I was explaining my situation and his "pursuit" of my daughter in the theater as if she were some kind of criminal. What a full-blown display of incompetence, lack of any social skills or understanding of basic cues and humiliation of my family. By the way, the theater was nearly empty, so it wasn't as if the place was drawing any kind of business tonight. My last question for Regal: How in the world did this individual become a manager when he has zero interpersonal skills or ability to problem-solve given a reasonable...

I actually had a bad experience yesterday when coming to the movie theatre. I saw Alita at the 9:50 showing. My boyfriends sister went out to have a cigarette before 11:18 and tried coming back in but was locked out so I let her in and then we were locked out of the lobby. Employees looked like they werent going to do anything about it or let us in. A women whose name I do not know let us in and while she was walking to let us in she was laughing it seemed like she thought it was funny. Im not sure if that was why she was laughing but it is how i took it and i didnt appreciate it at all. She told us if it happened again she couldn't let us in again because of rules. I understand that and respect it but I disliked how it seemed funny to her. I also earlier that night asked if the popcorn was gluten free because I have celiac disease which means I cant have gluten. The cashier was polite and asked someone if it was. The same woman who thought it was funny seeing us locked out of the lobby was the one who went to look and see if the popcorn was gluten free bjt as she walked by to chexk she had a upset look on her face making me think she wasnt to pleased she had to see if it was gluten free. She did tell me it was. I appreciated that. But I greatly dissaproved of the attitude she seemed to have throught the night. Recently anytime after 6 pm the popcorn seems to be stale. For the price we pay for it we would enjoy some...

My family has been going to the cinema in Augusta, Maine for many many years. Always had a good experience with it but during the past several years, we’ve noticed it needs an overhaul. There has been a gradual decline of the seats and it’s just getting old.The vinyl is cracking on most of the seats. The theater that we were in our assigned chairs were broken. The attached tray on some of the seats are either not there or you can’t move them because they’re so old. There’s always a weird smell in the cinema. This has been like this for years. The ladies room always has broken down stalls.

To be honest with you, it is very embarrassing to have the only movie theater in town that’s falling apart. Not all of the seats are bad. But for some reason when we go to the movies, we are getting seats with broken trays or no tray at all, or they won’t recline Or they’re about ready to fall apart, their wiggling so bad.

Everything gets old eventually and a lot of businesses just remodel. The Augusta Regal Cinema it’s time for you to put in a remodel. Also remodeled the bathrooms. I wonder what people who are visiting here for the summer what they would think about the cinema. Unfortunately, we will probably go visit the Waterville cinema from now on until they remodel the Augusta one.

On a good note, the staff was extremely friendly And accommodating.And yes, the food is expensive but you’re gonna pay high prices in these...