AMC Superstition East 12 — Local services in Mesa

This was a nightmare of an experience. I ordered tickets online early in the day to see Sonic 3, upon arrival at the theater my wife and I walked in, the lobby seemed like a ghost town, we wanted to see what collectible items were available at the concession stand, on our way up, out of nowhere an employee appeared, rushing over to us asking to see our tickets before entering the queue for concessions. She scanned our tickets and told us we would be in auditorium 7 on our right as if nothing was wrong. We ordered popcorn and candy and took a seat outside the Auditorium as we arrived almost 30 minutes early. While waiting we noticed the lobby floors were dirty and there was messed here and there of popcorn and other theater snacks that had been left and not cleaned up, most of the trash cans were overflowing and my wife said the bathrooms had toilet paper everywhere and were overall pretty disgusting and unkept. We overlooked this as we just wanted to see our movie. When we finally enter the auditorium we took our seats and waited for something to happen. We were greeted with a solid black screen and no sign of life anywhere. We were now accompanied by another party of 3. We all waited together for something to give, an ad to roll, a movie trailer to play or something. One of the other group got up and left, coming back a short time later telling his friends the movie had been cancelled. All this waiting and being told where to go and buying themed concessions and not one person was going to tell us the movie wouldn't actually be playing. That's rough. We went back to the lobby and asked for a refund on everything, tickets, candy, popcorn and soda. They refunded the food and drink, but when it came time to refund the tickets, they said there was no way since I paid with PayPal and the best they could do would be to give us a gift card, unsure if we would make another attempt to return her or to any other AMC theater, I decided to ask for a manager. When he arrived he brought a small case full of re-admission passes. Offering this in place of a refund. Eventually he decided to just ring up a bunch concessions equal to a little more than we paid for everything and had me insert my card, refunding us and then some. While this was a nice gesture and was appreciated. I would rather see them do better, get staff who actually take their jobs seriously. Take pride in the workplace and actually keep it clean. This left a bad taste in our mouth as I once defended AMC theaters as being the best in entertainment. With a lot of other establishments, it seems AMC has begun to cut corners where it can, leaving room for experiences like this. I would highly recommend AVOIDING...

My wife and I normally go to Harkins, but with the new Marvel movie that came out, we thought it would be cool to see it on the massive IMAX screen... When we first arrived at the theater there was only one person working the ticket booth and we counted a line of people over 20 long, so we were incredibly relieved that we purchased our tickets on line before hand. We bypassed the line and went straight to the customer service counter to claim our online tickets. Right off the bat the manager who was helping us (she said her name was Conception) was very off putting and rude. (I just shrugged it off though, as it was the morning showing, I just figured she wasn't completely awake yet :-) ) We finally got our tickets and then went straight to concessions for drinks and popcorn... The popcorn we received came straight from there holding shelf and tasted cold and stale, so I asked for a fresh bag . The lady seemed annoyed and told us that it would take at least 15 minutes to pop us some fresh pop corn... (It doesn't take 15 minutes to make popcorn) We arrived to the theater early and had time so I said no big deal, we would be happy to wait. We took our cups over to the soda machines and every machine was out of maybe 40% of there drinks. There weren't a lot of options so I went back to concessions to tell them and politely asked the lady if they could refill the Mr. Pibb, as that is what my wife and I were wanting... This time the lady seemed extremely annoyed and told us that she would "get around to it when I get around to it". I told her that wasn't a big deal and to let me know how long she thinks and we will come back to fill up after. She scoughed at me and said she didn't know how long it would take. I asked for just a guess... Like 5 minutes, 10 minutes, 30... Just so I know when to come back. She very rudely shot back "about 3 hours"! Mind you in 3 hours are movie would be done and over with... The problem was how incredibly rude the manager was the whole time. My wife and I were so taken back that we decided it wasn't worth putting up with, as we were nothing but calm and polite the entire time. We asked for all of our money back and went straight to Harkins where we had a lovely experience with excellent customer service. I can tell you right now that we will never be back to another...

Sadly had a horrible experience at this location. I went to see Annabelle with two of my friends and when the previews and movie started the screen was so dark you could barely see anyone on the screen. Since this was a horror movie the dark parts were almost impossible to see. It didn’t seem normal at all so in the middle of the movie I finally got up to ask an employee to check it out. Finally found an employee who from the get go was very rude and acted like me talking to her was a convenience. She told me someone else had also complained but that it was a scary movie so that’s just how it was. I asked if she could check it out because it was not like a normal scary movie at all. She rudely said she would check it out. Obviously never did because no employee ever walked into the theatre room the entire movie and the screen never got fixed. I went to talk to someone in guest services afterwards because I was so upset that I couldn’t enjoy the movie and that the first employee I talked to was so rude. Someone said they would call over a manager for me and sure enough the “manager” that came to talk to me was the same women I had talked to the first time about the issue. Again very very rude and asking employees around her if they had seen the movie and if what I was saying was true or not. She started acting as if I was just trying to get free tickets and proceeded to lie to me and tell me I am the only person who said there was an issue even though she originally told me someone else had complained. She scoffed and said “well fine I’ll give you replacement tickets this time”. She handed us the tickets and then walked away. Will never be going back to this location because of the horrible customer service. Also going to be calling corporate about this because no one should get to be a manager walking around acting that...