Picture Show at Berlin — Local services in Berlin

NEVER...NEVER have I had an experience like this! We purchased tickets to a movie and had assigned seating... When we arrived in the theater and our seats were occupied...so we just moved to the next available seats... A woman who purchased a block of seats came in and stated we were in her seats...so we voluntarily (without incident) moved again to the nearest available seating... So after that (and the movie had already started) another group of people came in with an employee who identified herself as a "manager" and claimed we were in THEIR seats...so again...for a SECOND time we were asked to move...and I was angry and explained to the manager that our seats were taken and that is why we were there... She told us we had to move (and I explained to her that I was not happy with this) and after one member of our group moved she told us "we could stay where we were and if there was problem...she would deal with it then..." It was about 10 minutes into the movie ANOTHER group came in and claimed we were in their seats...and this point I just got up and left... I went to the lobby and asked to speak to the manager and request a refund... He did not identify himself by name and immediately began arguing with me and stated that I was rude the other "manager..." and I explained the situation to him and he just kept telling me that they (the other patrons) had purchased seats ahead of time and he could not just kick them out... I asked him how WE were any different then any of these people...WE purchased tickets and OUR seats were taken and no one offered US any assistance in resolving the issue!!! I told her the previous manager told us we could stay in those seats until or unless there was a problem and told him she lied to us...to which he stated "I find that hard to believe" and then he walked away from me... I told him i wanted a refund for our tickets... When he did not return I asked a female employee (ticket taker) for the manager's name so I could mention it in this review...she stated "I do not feel comfortable giving you the name of an employee you were just harassing..." I returned to the counter requested and received a refund WITHOUT an apology and without offering a resolution to the problem...and the only name I could get for the manager was Mike... In closing...I paid full price for my movie tickets and I should have been treated no different then anyone else that purchased tickets to the same movie...and I feel we were treated like second class citizens... I have been to this same movi8the theater hundreds and NEVER had an experience like this! The entire situation could and should have been handled better in fairness to everyone involved...

PS -- Just putting this out there and I would like a response from he owner of the movie theater on this...

The first time we were in the wrong seats we voluntarily changed seats without incident... But my question is...how could we be in the same set of seats 2 times and those SAME seats belong to TWO separate groups of patrons? Also...it was bought up in conversation about the incident once we left the theater and I was able to calm and discuss it with my friends... My friend mentioned that the "supposed manager" make a remark to him about not having paid tickets...and when I went to request a refund...I asked him for the tickets...he mentioned that he had given his tickets to the above mentioned manager...yet no one working in the concession area could seem to find the tickets... I was standing right next to him at the kiosk when he purchased those tickets AND he paid by card...which he also showed me on his phone... Also I find it REALLY shady that when I asked the "ticket taker" for the manager's name...that she refused to provide more information... In light of this additional information I am requesting a written response from the owner of the theater within the next seven (7) days or I will contact the outside agencies for further assistance and investigation into this incident... The way this incident was handled is COMPLETELY...

Horrible experience for my son and I, will not be back. My wife will not be taking our kids there. None of our friends will be going either. There is no one at the front counter to buy tickets anymore, all they have are self service monitors to purchase the tickets. We purchased tickets for the only seats left which happen to be in the handicapped row. Never had to do this before...recieved the following screens when purchasing the tickets (see attached photos). The machine allowed us to purchase the tickets and took the payment. We get to the theatre and out of the row in blue the only real seats are the ones in dark blue, the rest are empty spaces with no seating (huh, go figure). We take the seats available and sit till the movie starts (30 minutes). As the movie is starting the manager shows up and tells us "we have to leave because we should not have purchased these seats. The purchased seats are for people with wheelchairs and we were not allowed to purchase them" (huh, go figure). We are told to go and get a refund at the front. As we are going through the process of the refund we are told that it will take at least 3 days to receive the refund...(huh, go figure). I ask to talk to the manager, the manager tells me in a very rude manner "you should not have purchased the seats because you do not have a wheelchair" (huh, go figure)... I tell him that there was nothing on the screen telling me I cannot purchase the seats, he argues with me in a very condescending manner that I am wrong and that I should have read the warning telling me that there is no seat and that I am purchasing an empty spot. I went back to the self serv monitors and took pictures of the screens I received when I purchased the tickets (see the attached pics). Brought my phone back to the manager (who could not be bothered) and showed the screens as I saw them. The manager looks at my phone, does a few lean-ins (double takes) and then tells me "i am sorry sir, I can't help you of you don't understand the warning which is clearly telling you that you cannot buy this seat" (huh, oh how stupid of me). I ask him A. Where does it tell me that I am buying an empty space and B. Where is it telling me that I cannot buy this ticket? Oh and if I can't buy this ticket, why is it letting me buy the ticket?... the reply I get is " sir I don't know how much simpler this can be explained to you that the message on the screen tells you everything you need to know" (huh, go figure).

There was a bit more interaction (discussion) between the manager and I where the manager basically calls me an idiot.

The place is dirty, poorly managed and very disorganized. I was told by one of the employee that they have been having issues with the sitting for over a month and that they apologize for the inconvenience. From the manager all I received was a roof discussions of my stupidity on purchasing a seat I should not have purchased and that I can feel free to call the corporate office and complain.

All of this and more for $9.75 for an empty space...Huh, go figure some things...

Mixed Review here. I went to see a 9:45 am movie with a group on a weekday (first batch of showings of the day). Got concessions, butter wasn't working for popcorn. No big deal - told the concessions person, they reset the machines, everything ok. I would not deduct a star - these things happen, right? So we get into the theater. Previews play, lights go down, then....nothing. Movie doesn't start. Wait a few minutes, still hasn't started. So I go to let management know (someone had alerted them already - yay!) I get back to the dark theater, theres an usher with a walkie-talkie explaining the delay, they're working on it, etc. So I use my phone flashlight to find my seat (the only light is the emergency exit lights and the led's along the base of the stairs). Sit down and wait some more. Now, this is a summer weekday - lots of parents, toddlers, babies who have now been sitting in the dark for 25 minutes. So I go down to the usher, suggest to her that maybe they can pull up the house lights while they try to fix the problem? She radios - 5 minutes later the house lights come up. By now, several families have left. It's about 10 minutes later that the manager come in to explain that they cannot fix the problem, and this was the only theater that was showing that particular movie. He offers us the option of passes for the same movie (2 days later), or we can join a different movie (Toy Story 4 or Lion King) - both of which have already started. I'm with a group and we cannot return 2 days from now. So we go to see TS4. By the time we get in there, the movie has been playing for 30 mins. So we ended up paying full price for 3/4 of a DIFFERENT movie, with no offer of passes/refund for the original one. I understand that things happen. Equipment breaks down. But I deducted 1 star for making people wait in a pitch black theater for over 30 mins with no lights. They should have brought up the house lights immediately - without me having to request it. And 1 star deduction for NOT refunding us or offering passes for another date of our choice. Equipment breaks down. But it's when THAT happens that customer service becomes critical. They could have handled the situation better. Which is why I only give...