Regal Santiam — Local services in Salem

The phone system does not work. Here’s the story for my unfortunate 1 star review.

I went to the movies earlier today and I think my keys slipped out of my pocket. A few hours later (same day), I tried to call the theater to see if they found my keys, or to find out when there is a break between movies BEFORE driving across town and having to wait. I used Google to find a phone number. I called it. It is a corporate phone number. The message I had to listen to before I was given telephone tree number options was long and full of ads. When I heard option 7 for lost and found, I selected it. The recording told me I should contact my local theater. I then tried to find the local number in Google, and also on the website. Nope. Same corporate number.

I called back and listened again to the long intro. This time I listened past number 7, and then was told to press option 8 to select from a list of theaters near me. After another long message, I was prompted to enter my zip code 2x. I then listened to a list of theaters and selected Regal Santiam. The phone rang 19 (yes, nineteen!) times with no answer. I gave up and drove across town.

The staff I interacted with at this location were quite pleasant and professional. I would give them 4 or 5 stars. Unfortunately, they told me they had not found keys yet and it would be an hour before there was a break between movies so they can look. This was not a surprise and is why I tried to call FIRST before driving across town then having to wait an hour. I let them know about my bad telephone experience with trying to call them. They gave me a direct number I can TRY to call, but let me know it often does not work.

Local staff let me know the phone system has NOT WORKED FOR OVER A YEAR, but they have no control over it. They often do not even know if someone is trying to call. They have been trying and trying to get the main corporate offices to get the system operational. Corporate has not been helpful and has informed local staff it’s not that big of a deal. Local staff said I’d be receiving a call back with an opportunity to tell corporate of my experience. They asked me to let corporate know it IS a big deal to the customer when the phones don’t work.

Since I have an hour to kill while waiting for the movie to let out so they can look for my keys, I thought I’d share my unfortunate experience with the phone system. While writing this, I checked the phone tree again so I could be accurate. This time when I tried to get a local list of theaters, I entered my zip code 3x, but never got a list. I don’t think the phone system heard my phone select the numbers.

Local staff did not ask me to post a review on Google. However, I did let them know I left this review. They responded very professionally and thanked me for my honest feedback.

Also, I’m happy to report they let me help look for my keys and I found them. Yay!!

I hope corporate sees this and responds. Please let us all know:

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