Twin County Cinema III — Local services in Galax

My family and I really actually like this theater as its cheaper and more comfortable than others we’ve been to, but the customer service is just lacking. My family and I went to watch a late night movie. While we enjoyed most of it we we’re unable to watch the last 20 some minutes or more of the movie because their projector went out. When we spoke to the “manager” she said nothing could be done about it because the tickets are non-refundable. I would understand her not wanting to give us a refund if we walked out or us doing something that caused us to not finish the movie, but not if its something faulty with their systems/projector’s as that is something that customers don’t cause it’s maintenance the employees/theater need to keep. We cannot and should not get hold liable for something the theater should keep up with. The “watch at you own risk” comment I got from the so called “manager” is truly just disrespectful as if she knew the projectors go out for whatever reason (including the weather) she could have warned us, then really it would if been at our own risk and we couldn’t really complain about it. As a place of business I understand not always is the customer right but when its not something the customer did or caused to make the movie disappear I could imagine a refund or another ticket to get to finish the movie would be issued. That’s really all that we asked for, just to be able to go finish the movie another day and not even did she try to be helpful she was just condescending so I was just as rude back. As there was no reason for her to be as rude as she was in the first place. I had my kids with me and they were really upset when we weren’t able to finish the movie as they’re big Marvel Fans. This just makes one feel as if we as customers don’t matter. As a locally owned business per “managers” word I would imagine they put more care into the customers they get as I definitely would because it’s literally my job and this experience just made me feel as if my business did not matter. Taking in mind we bought 9 tickets over all and we do not complain about pricing in anything because obviously when you go out to a place you don’t complain about paying for their service, but as a paying customer you do want your...

Tonight my family went to see the Lion King and were absolutely appalled by the GM’s behavior. We were sullenly greeted with “WHAT MOVIE,” no smile, & a hateful attitude with every single transaction. We had to shuffle money around to buy all five tickets at the same time because the minute after I bought mine, the seats around me were suddenly taken. She was unhelpful, monotone & loudly told me she could only trade for a voucher to be used later, no refund. After listening to her attitude for a solid five minutes, I told her to “calm down! You are being so f-ing rude!” She then told me she was the GM, that this was a “family theater & cursing would not be tolerated!” That’s understandable, but I have no idea how someone so discourteous could act that way to patrons, two of whom are over 80 years old!! I’ve worked in the service industry my entire life, including working for a cinema in my early 20s. People expect to be welcomed warmly, receive helpful suggestions, spoken to with kindness (& inflection!) She also rolled her eyes when we asked why I couldn’t just get a refund. I still work in the service industry and welcome the opportunity to serve her one day at MY job, so she has a chance to experience professional, sincere, exceptional customer service. Obviously I’ll be back to this establishment - the prices can’t be beat & of course, now I have a voucher to use. Aside from the repugnant behavior of the GM, I’d like to suggest you guys attach hooks to the back of your tiny restroom stalls so people can hang their bags. They will be much cheaper than the...

Today my husband and I tried to go see the joker and ended up not staying due to the GM there. It started by my husband walking in to get our tickets while I was getting out the car and he walked in carring a frozen coffee because we did the time before that and the GM snapped at my husband and was incredibly rude to him when she could have politely asked him to finish his coffee outside but she didnt. Once he came back out to the car and put it away we walked in and she basically patted him down and was just very rude and short with him and after he was checked she was asking him to read and agree to the terms and conditions of coming to see this movie like what are we really watching. And he told me she'd have to check my bag and about that time she turned back to him and started going in on him that if he didn't like it he didn't have to come here to watch a movie and she just kept attacking him I felt it was discrimination and sexist towards my husband. I don't understand why she was so rude and hateful. She really made me feel like there was going to be something bad happen there. I really feel like this GM needs to be given a class lecture on customer service and etiquette with the people around here just because we're a younger couple I feel like she targeted us. Anyway I hope you...