Regal UA Galaxy - Indianapolis — Local services in Indianapolis

Let me just say I was more than disappointed. The last two trips to this theatre confirmed my experience wasn’t just a one-off. Went with my family last Saturday to see “The Greatest Showman”. The only good part of the experience was ordering of the tickets from Fandango.

So again, Saturday early afternoon. One of the busiest movie days of the week. There were 3 people working the concession stand. None of them were probably older than 17-18. No enthusiasm whatsoever from them. Slow and disorganized. I noticed an elderly lady standing to the side when I finally got to the front of the line. She had been standing there for over 15 minutes (about the time it took for me to make my way through the line). She was waiting on two hot dogs. 15 minutes for hot dogs??? Well, my mother ordered a hot dog as well. We stood around for 10 minutes waiting for our order to get fulfilled. The kid working the counter came back after 10 minutes to inform us that they were out of hot dogs. The elderly woman ordered the last two (which she was STILL waiting for!!). They offered us to select anything else we wanted. I told them just to give our money back; they said the manager would have to come down to do that (with the line almost out the door, where the hell is the manager in the first place?!). Hard to get mad at the kid; no leadership to look up to or motivate to get people through the line or help the customer. So we had them make us a pretzel. Got to our seats 15 min late (got there 25 min early). Hand full of popcorn; stale, cold, and full of seeds and half-popped corn. At this point, I wasn’t going to inconvenience the other patrons waiting for me to raise hell with the kids that were doing what they could. My last complaint, the sounds was terrible in the theatre. There was sound from the front only; my sound bar at home does that! I had already seen the movie downtown at the theatre in circle center mall.

With the theatres struggling due to streaming and ondemand options, I see why people are dwindling away from theatres.

My suggestion:

Get your headcount up/manpowe increased. Weekends are where it’s at.

Managers need to be seen and envoled. Get out of the office and meet your customers!

Popcorn is movies and movies is popcorn. Do it right!!

Sit in your theatres and watch a movie!! Take a listen to the surround sound and make adjustments or hire a sound engineer (The Greatest Showman we watched was in Auditorium 1).

Hope this goes...

I had the absolute worse experience at this theatre. First, the movie that I prepurchased tickets to see was delayed almost an hour and a half, which I was unaware of UNTIL I overheard someone else in the theatre mention it. Also, the theatre was switched out with another one, so people were asked to re-select their seats as they showed their tickets. No one asked me to choose a seat. I was unaware of the fact that they wanted us to choose another seat until I sat with the remainder of my party. By the time I went back to the front to request a seat, I chose the only seat next to my party. When I returned to the seat, I realized it was broken. I went back to the front to change my seat to the one on the other end of my party but I was told that seat was taken and that I could sit somewhere else (by myself) or the entire party could move to one of the two rows directly in front of the screen. After sitting in the theatre for almost an hour (still waiting on the movie to begin) I noticed that no one came to claim the seat (as people were asking for refunds left and right because they didn’t want to continue waiting for the movie to begin) so I took it upon myself to sit there with the intention of moving back to my broken seat if someone showed up to claim that seat. I had been sitting in that seat for about 10 minutes when the “manager” showed up and asked me to show my receipt and then asked me to move. Members of my party began to ask him questions about why I needed to move since there STILL was no one claiming the seat. The manager was very rude, but I moved, without argument and continued to wait for the movie to begin. By the way, no one ever showed up to claim that seat- or the one next to it. Staff continuously double booked people’s seats. The air conditioner was not on the entire 1.5 hours we waited for the movie to begin AND no one turned the lights on for the steps and the walkway area after the movie ended. We were all forced to used flashlights on our phones, just so we could see where we were walking, which is a huge hazard!! Worst experience ever!! Worst customer service ever!! If I could give this place a...

Not good for deaf or hard of hearing customers.

Here’s the thing. I LOVE this theater. I love reserving seats so we can take our time at concession and not feel rushed. I love the clean theater bathrooms and movie seats.

However, my teen daughter is legally deaf and cannot hear and understand any conversation during movies. She relies a little on lip reading but mostly on closed captions. We have gotten the CC device at your theater numerous times and not once has she been able to watch the movie all the way through without issues. The problem is we don’t know until the movie starts if they will work since previews are not closed captioned. Either the device doesn’t work at all and I have to run out (during the movie) and wait at the box office line to exchange for another set, or they will work some of the time but not all of the time often skipping several lines in the dialog. It’s gotten to where I also ask for a pair so we have at least one backup when hers stop working. If they both don’t work then she either ends up just trying to lip read or I miss part of the movie-again. We just went to another Regal theater a few days ago while on vacation who have exact same devices and theirs worked perfectly THE FIRST TIME!

Please, please, have someone go through each set and find the ones that are not working properly and either toss them out or get them fixed. We really love your theater, we visit almost weekly, but it’s so frustrating dealing with this every time and not really fair to your deaf or hearing impaired customers who can’t fully enjoy the movie experience. I know she can’t be the only one...