AMC CLASSIC Corpus Christi 16 — Local services in Corpus Christi

HORRIBLE HORRIBLE HORRIBLE MANAGER...RAFAEL

Upon arriving at the ticket podium, I was informed the movie I'd purchased tickets for was not showing due to theater issues. The ticket taker radioed over to the manager. I was directed to the customer service counter in the lobby to receive a refund. I was disappointed but not upset at this point. Being in the customer service industry myself, I understand issues arise from unforeseen circumstances. This was not the theaters fault. I walk over to the unattended service counter and a concession stand attendee comes over. She informs me I'd been misinformed and I'd have to go to the front box office for a refund. I return to the ticket podium. After radioing someone again for clarification, she tells me I will indeed have to go to the front box office for a refund. I inform her of the long line and how I felt I'd been inconvenienced enough already. I did not feel it fair to have to stand in line for a refund. She follows me to the front. I walk out front and notice there is ONE box office clerk. There was ONE person distributing tickets to a long line of people. The ticket taker knocks on the door to the box office. After briefing the clerk, the ticket taker pokes her head out the glass door and tells me the clerk will be right with me. At this point, I'm beginning to wonder where the manager is in all of this because these two associates seemed pretty intent on resolving a minor issue at this point. Finally an older male appears. It's the manager, Rafael. He motions to me and addresses me, "Are you the one waiting on a refund?" " Yes," I replied, assuming he was there to resolve the issue. He turns inside so I follow him in. Once inside, his intent was clear and it was NOT to spare me any further inconvenience. He had an intense look and HE seemed upset. He proceeded to point me to the back of the line because there were other customers waiting to purchase tickets. He was confrontational and unapologetic. He even said if I was unhappy with his resolution, he would have to ask me to leave. The movie not showing was not his fault. The misinformation from the ticket taker of where to direct me (that was provided through the radio from the manager), the unattended Customer Service counter in the front (which provided no such thing), the long line due to understaffing in the front office box, and MOST IMPORTANTLY, his attitude and decision on how to "confront" an inconvenienced customer is ALL Rafael's fault. He was already at the box office. There were several other empty box office stations. He could have simply signed into one of them. He could have exchanged tickets for an alternate movie time (as I really did want to watch the movie rather than have my $12 back) or simply issue me a refund himself. Unless he felt it was "beneath" a person of his stature, too busy or just too stupid to perform such a task, it was a simple solution. On that note, there were so MANY other ways he could have resolved a very minor issue with an understanding customer. He instead chose to pound his chest, show his muscle and run me off of his territory...HORRIBLE CHOICE.

I have been a manager in the customer service industry for over 20 years and I engage with numerous customers on a daily basis. Some encounters are pleasant, and others are not so pleasant. In either case, a consumer has selected my place of business. As a supervisor and representative of our business it is my responsibility to ensure our consumers have the most pleasant customer experience we can provide. I am positive AMC Theaters has a similar expectation of all of their personnel, most especially their managers.

Recently, this place had become my theater of choice (despite it being further across town) because they have been playing movies not available at other local theaters. I'm sure I am not the only one. For that, AMC deserves some credit. It's a shame the manager is not appreciative of or prepared to accommodate this new flow of business.

The 1-star is for the associates who seemed to care more than the...

I wish any part of the review were an exaggeration.

My visit from beginning to end (it gets worse as it goes on): I went to the theater early about 10:30am to purchase tickets to see Truth or Dare at 2:15PM with 3 other guests. Normally, I prefer to see movies at Century 16. In this particular case I had received a certificate/voucher for 4 individual tickets at AMC, along with a gift card. When I presented the voucher the employee looked puzzled and called in a second employee for help. I was told they knew nothing of the voucher. I understand the employees don't send out the vouchers, so I remained calmed and instead used my AMC gift card to purchase the tickets.

I returned to the theater with my guests around 1:40pm to kick off our visit right by purchasing snacks from the theater concession. We spent almost $40 on popcorn, drinks, and candy. When we went to fill our drinks almost ALL the drinks on the display screen of the soda dispenser were greyed out due to being empty. This was on ALL the soda machines. Each machine had maybe three different diet soda options. We ended up filling our cups with ICEE instead. It was equally infuriating and laughable when ALL FOUR butter dispensers were completely out of butter. Multiple guests pilled up at the side of the concession lines asking that the butter be refilled. The employees looked irritated that people were complaining about the soda machines and butter dispensers. I wasn't confident anyone was going to hustle to make corrections, so I told one of my guests just to grab some jalapeños and call it a day. I didn't want to miss any previews waiting on a fix that might never come. OF COURSE on one side the jalapeno slots are all empty, and on the other, they're dried out and fuzzy as if no one had touched them in weeks.

When we finally made it to give the ticket taker out tickets, GUESS WHAT, the employee from the morning had sold me tickets to the 1:00PM showing for Truth or Dare instead of the 2:15PM showing. She must have been annoyed with my insisting that my voucher was valid that, when she went to resubmit my order for the tickets to be paid by gift card, she selected the first available showing. This ticket taker ended up being probably the only positive part of our experience as he accepted our tickets regardless of the mix-up and directed us towards the correct theater. It wouldn't be an AMC visit if the 2 out of 4 of the seats we sat in where wobbly and breaking. We had to SEARCH for properly functioning seats.

WHILE watching the movie, about midway through, about 4 or 5 teenagers come in and sat at the very bottom seats in the theater. You can tell they were probably theater jumping. One of the females who came in literally (no exaggeration at all) came in while having a full blown conversation on her phone.

I still have a good balance on the AMC gift card I was given, but the visit from beginning to end was such a nightmare that I'll cut my losses. It's not worth anyone's money, patience, or sanity to enter this place. I completely understand why this location keeps changing the name (Tinseltown, Starplex, AMC) but...

Wanted to share my experience, was not satisfied I normally go to Century Theater or the New Draft House and wanted to try AMC and give them a chance. And was very disappointed. I went to see the 8pm show jamanji on 12-29-2017, first I went to the concession hoping to get the best exprince the girl at counter was not professional at all and did not seem like if she wanted to work there or like people. I ask her if I could have a fresh bag of popcorn and she said no I had to get the ones that were bag already and on heating box table. Then I asked if I can have two hot dogs and she said there out , so I had to ask how long she did not move from spot she just look at me and said 10 minutes. Ok so I paid, then as I was walking notice a man getting two hotdogs. ok, so I ask the next lady at the very end, hi notice your customer got some hotdog are you out she made the effort and walk to one of the guys bagging dogs. and guess what she was nice and got me two. Ok next thing, now to get my drinks this was next frustrating thing. No ice, next machine slow ice, like really slow one cube at a time, ok then pressed the flavor wow no coke zero, ok no diet coke, ok now trying to say this will all pass. Went to get mustard for my dogs, wow no mustard, counter area very dirty floors etc. just gave up and went to seat. Now final but this really killed it. Spent money on movie got the auditorium seats. They claim to have a quality sound, not good. This was the only thing that I went to complain about cause I got spoil with Century , Draft house. The best sound. as for yours the voices were all centrally coming out of one location to the far left up in the corner for music and some effects ok all around but the voices needed major adjustment. I told a rep and he called on radio for someone to look at and guess what. Never done. Again just wanted to share this concern and I fill it really needs to be look into cause this location has so much opportunity. I'm my opinion can not blame AMC corp, at the end of the day it is poor managing, and lack of care for such a nice place. Really hope this gets fix. Gong back to Century...