UEC Roxy Movie Theater — Local services in Lebanon

Let me start by saying that we have been going to this theater for the last few years. It is clean and very comfortable. But there has always been a lack of customer service. Not necessarily bad, just not good. Staff just isn't friendly and at times seem annoyed. Well today my experience at ticket counter was just awful! I understand that when highly anticipated movies first come out, that the crowds can be overwhelming and stressful to the staff. But there was absolutely no excuse for how I and my handicapped mother were treated. I took my mother and two nieces to see "Aladdin" today. My mother had a Massive Brain Hemorrhage some time back. And after emergency surgery and even part of her skull being removed, she has had to learn to talk again, walk again, etc. It has been rough, but she is so strong willed and has came far :) We had no idea about the Tuesday special, until today. So therefore today was quite busy there. Finally got through the ticket line and were told the 3:00 showing was sold out. No problem, we could go to the 3:30. And I could already tell that the employee was put out with me for asking if there were any seats on the main row (my mom still cannot climb or go down stairs and often needs restroom). It is obvious my mom has physical problems and we have never had an issue with this before. And I was, in no way, pushy. I explained my mother needed that. But could tell she didn't care and definitely had no time for pleasant chit chat. So she did say I could have the one seat still left on main row, for my mom. But went on to say that it is for the handicapped only, so if someone with a disability comes in, she would be bumped. What? My mom is handicapped!! She isn't in a wheelchair, but has a cane and still limps everywhere. This is after 4 years of painful rehab and she is still declared disabled, probably always will be. I confirmed again that my mom is handicapped and she didn't answer either way. So it worried me, that my poor little mom would be bumped out for someone else, even after the movie began. So I confirmed one more time that my mom has her disability card to show she deserves to be seated there. And she snapped, "YES, I AM AWARE!!" And I mean basically yelled. Well how did I know she was aware? She didn't even acknowledge anything I had said. Woman in line behind me stopped me, on way into movie, and said she had heard it all (how couldn't everyone?) And that I should report it to a manager. But at that point I just wanted to cool down and think it over. I plan on calling a manager this week. So my mom got the one handicapped seat on main level (D Level), with my two nieces in front of her (front row- E Level). They are too young to be spread out from both of us. So that left me with the seat all the way at the top (A Level). Issue is that my mom needs my help getting up and down. So on her two restroom trips, I had to go all the way down to help her. We try not to ask for any help, as I help her full time. But there was a woman with a young child in handicapped seats right by her. As the rude girl told me up front, they could bump us for someone handicapped. Which made no sense to say to us. So I should have had a seat by my mother, as her companion/caregiver. I am thinking that is in violation of The Disability Act. I have no desire to further pursue whether or not it is. It just wasn't right. We have always enjoyed going here. But this really left a bad taste. My mom loves going to movies and after everything she has been through, try to take her often. It is one of the few things she can still enjoy. We always go to this theater. Were there two days last week too. But don't know if/when we will ever go back. Other theaters, near us, aren't as comfortable. But hopefully they will have more respect. Sorry this...

Before I start this I would just like to say that I have been coming to this theater for years, but after today I don’t know if I will ever go back. Bought tickets to the 1:00 showing of Moana 2 and the sound was not working at all. You couldn’t hear half of the movie. Multiple people went and told the employees and even brought one of them into the theater and they just kept telling us “it sounds fine to me” or “The manager is coming” but nothing was ever fixed, and we could not even hear the last 30 minutes of the movie. They said they have had this problem with screen 10 for days, so why is it still being used if you know it is having issues??

As soon as the movie was over, there was a whole line of us trying to get a refund, and the male employee with blue hair that working the concessions told us “We are very busy right now so you guys will have to wait”. We sat there for 15 minutes or so waiting for a manager, with no help until someone went and demanded a manager or a refund immediately. Only then were the requests of the 50+ people in that theater taken seriously or attended to. Also just want to add, never once did a manager come speak to any of us, and that is just downright unprofessional.

Terrible TERRIBLE customer service, Roxy theater is really going downhill. On top of all of this, the theater was absolutely disgusting. Popcorn in the seats, fingerprints all over the glass, the leather on the seats was so worn that I didn’t even want to lay my head back. It is so gross.

I would HIGHLY recommend just driving to the Mount Juliet theater because this one is not worth a single penny more until there are some serious changes, including management. If I could give zero...

This place used to be fantastic. Every Tuesday, we would have family movie nights, and then these sweet leather chairs were introduced. It was an absolute 10/10 theater experience. But now, things have taken a nosedive.

The pool table used to be a steal at 75c , but now it’s $1.50. The air hockey table is equally overpriced, at $2.00. And to make matters worse, the chairs don’t work almost every single movie we watch I have to go back and talk to employees about it ; wasting 10 to 15 minutes to have someone either fix it or say “sorry”. The glass is never cleaned, and the chairs are ripped, stained, and full of food and drinks. Just gross.

The bathrooms are a disgrace. The ceiling pieces are falling out, and signs everywhere proclaim that the bathroom stalls are out of order. It’s been out of order for as long as I can remember. Not to mention it used to be picked up and decently cleaned.

On the bright side, they do provide free water cups. But let me tell you, the water fountain here is so gross that there’s mold everywhere.

Despite all these issues, the prices for snacks, drinks, and movie tickets are still exorbitant. So, you’re stuck paying for a miserable experience in filth, with some people who care and a lot of others who’s here for a pay check. I have loved this place for as long as I could remember and now it’s just mainly all bad experiences. 10/10 wouldn’t recommend. Maybe one day they will fix this place up but...