AMC Carolina Pavilion 22 — Local services in Charlotte

This was our first ever and last ever visit to this location. Not only was this location overwhelmingly dirty, an employee of this location ignored me then tried to get security to kick me and my family out when I asked for a manager. As I always do, I ordered the tickets online ahead of time. This was good as the outside ticket window was closed and the outside machines where in disrepair and dirty. Upon entering the front door there was a very disorganized line blocking the only entrance. Finally I heard someone call out asking if anyone already had tickets. I politely walked over with my family and they scanned my phone. Then they instructed us tho basically shove our way through the blockage of the line to get in instead of just opening the ribbon where they scanned our tickets. Anywho we proceed to the concession stand area and enter the premier member line and in no time it is our turn. I highly recommend amc stud, alist, anything that gets you premier status. We order our concessions and are given the wrong items. I helped the cashier fix things. Then we proceeded to the drink area where there are 3 coca cola freestyle machines of which only 1 was working or not empty. The 1 machine that was working had the majority of its drinks greyed out so you couldn't choose them. As well there was so much ice built up you couldn't fit a cup in the slot to get a drink. The person ahead of me asked the worker standing near if he could fix it so people could get there drinks. The work either shrugged his shoulders or said something unintelligible. When it was my turn I scraped enough ice out of the machine so I could get my drinks as there was no workers around at that time to help. Then we proceeded to get our popcorn butter and salt, straws, etc. We realized there was no popcorn salt in the shakers. I go over to a worker and ask him if he could please get us some popcorn salt or tell me where to go get some. He said nothing. I assumed maybe he didn't hear me as he had the earpiece that they where. So I got closer to him and ask again if he could please either point me in the right direction or get the salt for us. He said nothing continuing to look at the floor. So this time I leaned over a little a waived my hand toward the floor and said excuse me incase he just didn't see me or hear me. He looks up and loudly says "WHAT DO YOU WANT?" I again said I just needed popcorn salt and asked if he could either get it or point me to where to get it. He simply goes back to looking at the floor and sweeping. So at this point I know he is purposely ignoring me for whatever reason. I asked him for his name so I could report him and he again just ignored me. So I told him I would go get a manager since he couldn't do his job and wanted to be an a$$. Yes, I know I could have refrained from using a curse word, no excuse, just the explanation that sometimes frustration gets the best of us. My son said something to him that I couldn't hear and he said something to the effect of "you don't want me to come over there little boy" or something like that. I then told him if he said anything to my son again I would lay him out. I then proceeded to the concessions and asked one of the workers the name of the worker I had a problem with and fir a manager. They called for a manager, however they refused to give me the workers name. I found it strange they can work there with no name badge and no way to identify them if they do something bad. Security came over with the worker before the manager made it over. The worker told security "this dude has got to go" then he looked at me and said "you got to go". I replied that the worker had to go because I wasn't going anywhere. As o was explaining to security what transpired the worker kept trying to interrupt. I asked the worker to please allow me to talk uninterrupted. When the manager arrived she asked the worker to go somewhere in the back because he would stop talking. I explained the whole thing. Security left. The manager apologized for what happened got me the...

I’ve been a loyal customer at AMC Pavilion 22 for years and have spent hundreds, if not thousands, of dollars on tickets, concessions, and date nights. Unfortunately, my experience tonight has left me questioning whether I’ll ever return.

My friend and I went to see Sinners tonight. She had seen the movie at this same location two weeks ago and said the picture quality was perfectly fine. I had also seen it previously—but at a different AMC location—and the difference was night and day. Tonight, the screen was so dark we could barely make out the actors’ faces or the color grading. It seriously impacted the experience and felt like something was wrong with the projector.

We weren’t the only ones who noticed. A few other people in the theater even commented aloud about how dark the movie looked. But because they hadn’t seen it before, I believe they just assumed that’s how the movie was supposed to look—so they didn’t complain.

After the movie, I approached the front desk to voice my concern and request a refund. I first spoke to an employee named Tate, who brought over the manager on duty, Ivan. I calmly explained the issue, only to be met with defensiveness and a rude, dismissive tone. Ivan immediately cut me off and said something like, “No! That’s just how the movie is.” There was no effort to investigate or even consider what I was saying, despite the fact that my friend had seen the movie in a different auditorium at the same theater with no such issues.

After I told him I felt the way he spoke to me was unnecessary, I asked who I could escalate the matter to. He gave me the name and number of the general manager, Evangela, and said she would be back on Monday.

To be clear, I wasn’t just upset about the movie quality. I was more frustrated by the tone and lack of professionalism. A respectful response would have made a huge difference, even if no refund was possible.

I plan to call the general manager and share both the issue with the screen and how the matter was handled. I will also be updating this post after I speak with her—because how AMC handles this follow-up will say a lot about whether they truly care about loyal customers. I have also submitted my complaint to AMC directly.

AMC, this experience was disappointing. I hope the follow-up is better than what I...

Rating is mainly for the customer service at the concession stand which has been awful the last two times I’ve been there, today and 2 weeks ago. Today, the young African American girl was snippy and had a bit of an attitude, very bad energy, and wasn’t personable. And this is the second time experiencing reluctance when asking for fresh popcorn. It’s not hard to press a button. It’s your only job, to serve the customer and it doesn’t hurt to do so with a smile and positive energy. And I wanted to verify it was an upgrade and the price was correct, she said with an attitude yes it’s the upgrade and you saved a dollar is that okay. So I paid 8.89 for popcorn and 5.49 for peanut M&M’s. The popcorn was not that fresh as stated, after tasting at my seat, it’s not acceptable and I go back to the concession stand. It’s packed. The same person is bagging up freshly popped popcorn for a group of little kids. I’m waiting. I see a white female manager walking back and forth and I stop her and she immediately states she is helping another customer. The same African American girl is now done with who she was helping and just stands there didn’t even ask if she can help or literally reach right behind her to refill my bucket, nope, she calls the next customers in line. The manager comes back, puts popcorn from the side where it was older and I ask her to get the popcorn from the other side where the it literally just came out fresher. Again, just not a very pleasant experience. Last time I visited 2 weeks ago, the African American guy stated the popcorn was fresh, I asked how long it’s been he says 15-20mins, that’s not fresh. He also didn’t pay attention to details, I asked for medium upgrade to large and he grabbed a medium bag and I stated it’s an upgrade to large. I had to tell him I wanted to use my reward, something he should see on his end and ask me. He also didn’t fill my bucket completely. Also observed he had a much different demeanor and was nice to the white female customer after me, I didn’t receive the same courtesy. Lastly, many of the seats are torn and ragged in the theatre rooms. Overall, not pleasant experiences and will be frequenting and spending my money at...