Carolina Mall Cinema — Local services in Concord

So on 7-19-2019 the family and I along with one of my daughters nurses went to see the Lion King at Carolina Mall Cinemas. Because I have a deaf child, I called ahead and asked if the CC box was available (and compatible) for said movie. I was told it was and we purchased tickets online right then and there. We head in, get our tickets, and ask for the cc box. The manager comes around apologizes and informs us the cc box is not compatible with the movie and simply walks away. With the movie starting in just a few minutes we decided to head in and I made up my mind to speak with this manager one on one once the movie was over. (Keep in mind there are 6 of us attending this movie)

My poor child sat in pure boredom the entire movie. It’s not like this was a movie where she could read the characters lips or that the volume was even loud enough so she could feel base changes. It was a total disaster for her. But she never complained and didn’t get upset. And to add insult to injury a fight breaks out behind us where police have to be call. 🤦🏻‍♀️

The movie ends and we ask to speak to the manager. I request the number to their regional office and she informs me she cannot give out their numbers as there is NO OFFICE. Only their person cell phones. However she writes down an email and says I MIGHT have luck with that. Its the owners email. I ask her the name to whom this email belonged and all she would say is SMITH. Then proceeds to say, “ I cant give out his first name as its personal information he may not want me to share.” Really?? This Mr Smith owns the theater and has NO contact information available to the public what so ever!!!!

I asked her why they have signage, advertising and posters everywhere claiming to be a Closed Caption theatre. She said none of the movies playing were CC capable. And my daughters nurse and I said in unison, “But you advertise everywhere that the movies are CC.” I explained that was false advertising and the ADA ( Americans with Disabilities Act) would not find it acceptable to make such claims. She shrugged her shoulders and said she was not allowed to take down any signs without the owner giving her the ok to. Yet as manager she is responsible for the facility. We “argued” over the situation for 20 plus minutes and she ended up refunding our tickets. (She wanted us gone)

What makes this situation even worse is you have to purchase tickets before asking for the cc box. And normally they refuse to refund your money but will give you tickets to come back and watch another movie. How do I know this, this is the 4th movie out of 5 that my daughter HAS NOT BEEN ABLE TO ENJOY. Each time we were given tickets to return with only 1 movie ever having the cc box work. (It was Aladdin on her birthday)

I will be contacting Mr. Smith’s email and see if I get anywhere with that contact info, but wanted to also get the word out to others. This isn’t something to take lightly. This was not only an annoyance to my daughter but embarrassing and made her feel less than human. It excluded her. And if they had not advertised to be CC compatible then we would have gone somewhere else. And if they had just refunded us after the first movie we attempted there, we would have went somewhere else. We gave Carolina Mall Cinemas several chances to make this situation right and unfortunately they have failed.

THEY FAILED AN ENTIRE COMMUNITY OF PEOPLE!!!

EDIT: And let me say the theatre’s solution the first time the CC box was not compatible was to give my daughter descriptive headphones for the blind!!!...

I have experienced the worst service I have ever had any where. From THREE different employees including the manager, my experience has been horrible. I WILL NEVER RETURN and I will spread the word.

My niece and I walk in to the movies to see incredibles 2. Her heart was so happy! We get in line to get tickets.. the girl is ringing up another customer and we get in line behind. After she is done, she moves over to another register and closes it down in front of our face. She didn't say "sorry this is closed" or "I'll take you over here". Nothing. She just left us standing there. OKAY? She tells another couple (who had just walked up) "I'll take you here". So now I'm a little irritated but screw it, I'll wait for one more person. I didn't want to cause a scene in front of my niece. So as I'm waiting. A guy comes out from back and stands around twiddling his thumbs, and we make eye contact the whole time as I'm trying to figure out if he's going to say something, or if he's gonna open another register. So we're just standing there and another guy walks up and the guy twiddling his thumbs decides to walk up to a register and points to the guy who just walked up and says "I'll take you sir". So now I'm pissed. I waved my arms at him like "are you serious??" Seconds later a woman at the ends calls YET another couple who JUST walked up, to her register. I immediately say "No, excuse me we've been waiting". I get to the register and tell her about my experience and she completely ignored me. She did not say "sorry that happened" and didn't even care. WOW. She completely ignored my concern and just told me my total. My blood is boiling now. I settle my niece into the movie and excuse myself to come back out to speak to a manager. Here is the best part! I go back in line to the guy who ignored me and he did not want to take me in line I guess and points to the person behind me and ONCE AGAIN says "I'll take you sir". At this point I'm wondering if I'm invisible?? I stop him and say "excuse im ready to speak to your manager " and he grabs the LADY WHO RUNG ME UP! I immediately say "wow this is your manager" ... I'm recalling the lady who did not say anything to me at the register or even apologize. If I had a complaint why did she not say" I'm sorry about that! I am the manager". WOW THIS IS RIDICULOUS I let the manager know that I would be leaving this review. They are extremely disrespectful from the employees to management. She did give me a movie pass, " well wrote her signature on the back of my tickets" idk if will work yet.. but I probably wouldn't even come back if it was free or not. WORST WORST WORST EXPERIENCE...

I have always come to this theater as my 1st choice bc of pricing. I am not sure I will continue to do so. While the theater has updated somethings the most important parts like the screens are awful. I actually dont know how they are able to continue to play movies on those types of screens. The lighting is terrible. During the entire trailers it is dark that you can barely make out any of the trailers. Once the movie starts every movie seems so dark and weary that it takes away from some of the movie. My eyes actually bother me a bit trying to make it out. I saw Beauty and the Beast today for the 2nd time, my 1st being in anothet theater where I was able to appreciate the beauty of all the castle, the intricate decor, the true blue of the beasts eyes. Not.once in this theater was I able to do so. (I only returned to watch to bring my little ones and as a family- this is always the less expensive choice) I did go to the manager mid movie to complain and all he did was say if I leave the movie now I will refund the money. Of course I was not going to pull my little girls out. I actually was looking for me of a concern or apology. Instead he said well, the theater you went to had much better screens. No one else has complained. He was very curt, rude and lacked understanding and customer service. The very things he should have so that his employees follow. It is only a $3 difference to other theaters and for $3 people shouldn't have to be subjected to such crap viewing. Funny, he would say no kne else has complained bc I have seen other movies here and asked if the movie would be dark since the trailers are so dark and I have been told by employees that the projector for the trailers is damaged but the movie "should" be better. The bathrooms are always dirty by the way ... this has always been an issue. The snack stand is less expensive than anywhere else. (The only bonus) I'm so disappointed in the service and how it was handled. Horrible management. My family will not continue to give this...