AMC First Colony 24 — Local services in Sugar Land

Where do I begin? Yesterday was by far the most disappointing and discouraging experience that we had at the theater. We attended the theater to watch the new Creed movie. Unfortunately, to our surprise, there were a group of teenagers ( mind you, they were not the only group there) that decided to spoil the experience for the rest of us. They constantly carried loud conversations, cursing, running in and out of the theater, flashing their phones with the volumes on and ignoring the requests ( shhh!) of those around them.

This began with the trailers so we decided to give them a chance to get it together once the movie started. Unfortunately, that did not happen. Since this continued throughout the movie, some of the audience had to get up and look for reinforcement to help with the behavior. Eventually three employees showed up ( a few times) and the situation seemed to improve for a bit while they were there; but eventually after the employees left, they started with the disruptions and escalated it. They became louder and would shush other people back if they were shushed. They would also laugh out loud periodically throughout the movie( even a group in front of us decided to joined them).

After the movie ended, we went to the front desk to see if a refund was a possibility. It was an uncomfortable experience seeing that we are not ones to complain, but we paid to enjoy a movie that we ended up not enjoying because of the constant disruptions. We (and another group of teenagers) first explained the situation to one of the managers by the name of Mark. In response, he stated that we sat through the movie and a refund was not going to happen. "He then went on to say that they were just being teenagers and that it was spring break" with a smirk on his face. He then continued to brush our concerns off and making comments like " teenagers will be teenagers; and these days teenagers do this and teenagers to that" as if to say 'deal with it'.

We were calm, and made the effort to communicate with him in an understanding manner with no fingers pointed; but instead we kept going in circles with him until we were at the point of having to explain how we grew up here as kids and always attended this same theater and that not all teenagers behave that way and that there was not excuse for the inconsideration that was shown and how we were also on Spring Break, my teaching profession and... let's just say, the effort we had to put in the conversation was ridiculous and should not have been necessary .

It wasn't until Dutch, another manager came that we felt heard and understood. We explained the situation once again and explained the steps that we took to ensure that we were following protocol and did not act impulsively. He was very understanding and polite. We were given passes to come back again as well.

We wish that our experience went the way it usually does. The lack of support and urgency that we experienced as faithful customers, and as individuals left us to feel a bit cheated. Yes, we stayed through the movie; but parts of the plot, scenes, dialogues, and overall anticipated experiences were missed because we had to constantly fight for an experience that we paid for. Instead of being listened to; we were automatically lectured and treated like we didn't have a clue as to how things are and what time of the day it was.

If it weren't for the group of teenage boys and Mr. Dutch's support, we would have been totally dismissed. We honestly didn't set out to start trouble, but we had the right to let the staff of AMC First Colony 24 know about the situation.Unfortunately, with the initial responses we were given,I can see why a group of teenagers felt like they had the liberty to break the rules. If such behavior is defended and unaddressed; and hardworking and paying customers are constantly unsupported in such situations, this will definitely affect the business. Hopefully such situations can be addressed. ...

The ppl are kind and helpful. I got annoyed with the process. Let me explain. Because of social anxiety I like to buy online scan and quietly go into my theater and wait for it to start. Enter challenges: walk up to kiosk to scan my phone QR code and it took about 3min before it finally started spitting out the tickets I paid for for the movie and food (I thought)

Walk inside slowly because from reading all 4 slips of paper big squares and small squares it's difficult to figure out which one to hand over? Guy reads tickets and explains their not tickets and the kiosk didn't print what was needed to enter. Social anxiety reached level 2. 😐 now we have to go to a counter across the way for help.

Get to the counter with our blankets in arms my son holding his fave plushie and blanket and im holding my purse tickets and keys explained what happened and now I'm being asked for the card I paid with and to enter it into the machine. Anxiety peaks 2 more notches 🥴 Because what if it charges me again? I just paid 60.00. Is my card locked or unlocked? (Thoughts racing through my head) The employee prints of tickets and points us to the theater but WAIT...Now my son has to use the restroom. Social anxiety peaks another notch. Mind racing 🏁 (are we going to be late for the movie? We still have to pick up the snacks we ordered. Are they already ready dying in the window under a heat lamp or something? Are we going to get funny looks because I'm taking my son in a girls bathroom? Will they know he's a boy?)😮‍💨 4.We head to get the snacks and there is no order for us. I had the paper from the kiosk with the order # today's date and time and they can't find our food. Anxiety goes up to an 8 now 🧐Why is their system so messed up? Employee calls higher ranking employee to help. He asks for my email receipt I show him the purchase he scroll down and reads the same food order on the ticket and starts to make it. After making the 2 flavored gourmet popcorn he says he has to go get my sons pickle. Must've waited like 5 minutes for him to go fish and bring it back. I'm now realizing I didn't order anything to drink and the popcorn & pickle will make us thirsty. There's only Coke products and Salty Dasani bottled water. I just wanted a cup of water for us not a bottle water. By the time we got out balancing food purse keys phone I had to pull out of purse to show receipt AGAIN blankets and plushie there's a kid behind another roped snack station register asking did we order online? Me: yes Where's your water not a bottle just a cup? Boy: holds up a cup the size of mouth wash rinse cup with no top or lid and asks to see my receipt for proof I bought snacks 😡 Me: that's the cup? We'll just swallow our spit my hands are full, im not pulling out my receipt again you can ask the guy over there if we bought it. [We slowly walked into theater 13] anxiety level now at 10.

The further we walk away from fransaction town and find our seats anxiety level starts to dissipate. By the time the movie was over all anxiety was gone. The move was GREAT. There was nowhere to put our food though just in our lap. No table tray like we're used to. Felt cramped. And no heated seat option.

I WILL NEVER BUY ONLINE TICKETS THROUGH AMC AGAIN. TERRIBLE EXPERIENCE.

I will continue to go to theaters with tables to eat on and a button to press to order full meals vs just junky sugary snacks.

AMC popcorn was delicious. Theaters was state of the art. Great Staff horrible online...

I'm truly not one to complain, but I was disappointed in my experience at AMC 24 today.

Long story short, a large group of teenage boys decided to cause a disturbance in the theatre during the feature. They had their phones on full volume and would text each other while sitting in different places on the theatre so there would be audible notifications in the theatre during the show. They also laughed loudly and made periodic, profane outbursts during the movie. They ignored prompts to 'shhh' and even told other customers to 'shh' in response. They ran in and out of the theatre, played videos, and overall made for a miserable experience.

I left during the show to find an usher, and the boys were relentless despite the presence of the ushers.

I missed much of the movie trying to find someone to call them to order, partially because I didn't know who to talk to as I'm not a complainer. I'm 26. I'm young. I get being out with friends, I also understand how to respect that people work hard for their money and that movies are a treat for many people, and they deserve to enjoy their experience.

Which brings me to the worst part- the management. I went to find a manager to ask for a refund as, though I sat through the movie, I was unable to watch it even though AMC staff were made aware of a disturbance. Mark- the manager - said "You sat through the whole movie, I'm not giving you a refund." He smirked often during my complaint, which made me feel quite deflated and not taken seriously. He also argued on behalf of the disturbance makers, saying they were teens and it was spring break. Ironically, a large group of other teens where at guest services with us and even told us that they were disturbed and told the boys causing the disturbance to pipe down, but that didn't seem to matter.

Frankly, the tickets where still bought with expectation of a peaceful watching experience. Unless there was a spring break discount to account for disturbance from teens, I don't see how this was an argument. He gave us guest passes, and continued to smirk.

Dutch, who I'm assuming is another manager, was much kinder. He told us that next time we should get someone, which I tried to do, but at least he wasn't rude, smug, and dismissive like Mark.

I grew up in Sugarland. Went to school and had fun in the first colony area as a teen. I never went into a theatre to cause a disturbance. And I refuse to believe that this is something that we are to accept because 'times have changed'.

Teens can be respectful. My sister is a teen and was respectful during the movie. The group of teen boys as witnesses were respectful. Mark, you dropped the ball and painted a broad brush picture that I refuse to accept. I'm not going to say I won't return. I have faith that AMC 24 will crack down on this nonsense and encourage management to respect customer complaints.

I'm just very, very...