Regal Bridgeport Village — Local services in Tigard

My 70 y/o mother and myself left the theater tonight after seeing the Rise of Skywalker in IMAX 3D for the second time. My mother is extremely hard of hearing as well as being in a wheelchair. Because of her hearing she requires the closed captioning glasses as her particular type of hearing loss makes her “lose” words.

Our first experience was disrupted because of equipment failure in addition to the employee not attaching the 3D filter. Apparently cleaner got trapped between the lenses which caused them not to work. We were seated in the back wheelchair seats P16 and P17 we use the elevator to get to our seats. Neither the access door to the elevator or the door into the theater have ADA power door buttons. This makes it next to impossible to visit the theater alone without asking for an employee escort. Even with an escort if she needs to leave for any reason she would have to ask a fellow patron for help getting out and back in as the upstairs area rarely has staff around. This means that when the equipment failed, I went back to the desk to replace it. Because of this I missed the first 10 minutes of the movie as the equipment rarely works during previews and you don’t know something is wrong until the movie starts. After the movie we went back to the desk and asked for replacement tickets so we could enjoy the movie together in its entirety. The manager was very apologetic and respectful. Promised to have the equipment checked out.

Tonight we returned and were disappointed to again by equipment failure. The employee who gave us the glasses provided the 3D lens but failed to secure it properly so it fell off several times resulting in me scouring the floor for it mid movie. Additionally the captioning on the lenses was not the dialog actually going on. We switched glasses temporarily mid movie so I can confirm it definitely wasn’t the same dialog. Needless to say we were disappointed and decided to return to the desk after the movie hoping the this time MAYBE we could enjoy the same movie together. I elected not to leave the theater during the movie this time as at that point the damage had been done.

I went to refill our popcorn while my mom went to the desk therefore I missed the first part of the conversation. I was later told by my mom that the type of failure we had “was not possible”. Since we both witnessed it I didn’t appreciate hearing that my mom was called a liar. Second the manager that was there tonight. (Caci) said she would only replace one of our tickets (my mom’s) since I chose not to leave the theater this time. Indicating she could return on her own and see the movie. I’m appalled by this treatment of a disabled customer. Regardless of my trying to help her mid movie or leaving the theater for a replacement my movie would have been disrupted. Part of enjoying a movie with family is being able to discuss it. That’s difficult when two people have seen the movie in different pieces a week apart. The insulation that my mom isn’t entitled to enjoy a movie with her family as a result of REGAL’S failure to maintain equipment they advertise as being available is false advertising at best and outright theft at worse. Worse than it happening twice was having Managment first call her a liar but then tell me that if I’d just left then they’d replace my ticket. As if all that wasn’t enough she claimed that because all the glasses had been handed out that night then obviously some of them were going to fail.

Disabled or not my mother is a human being and should be treated with the same dignity and respect as other patrons. If the movie had cut out several times and every person chose not to advise management mid movie then no one would be entitled to a refund? Of course not. If the movie failed for the theater they would refund the theater. Not just the person who left and got an employee. Even if NO ONE left and they figured it out themselves they’d still refund the theater if asked.

Eventually she did provide both ticket after we argued. Extremely poor...

Beautiful theater in an awesome outdoor upper tier shopping complex! I've been coming for years and never had any trouble until last night. I'm a huge "Scream" fan and drove 45 minutes to Bridgeport for the "Scream 5 Fan Event" so I could see the movie before any of my friends and get to watch a live Q&A from the cast afterward.

Arrived and enjoyed dinner, came in with my phone and found several employees around the front desk but nobody was able to scan the ticket barcode, they referred me to the "ticket taker". There was no obvious ticket taker and the sign, like other Regal locations, referred me to the concessions to buy tickets. I got in line and began to wait watching the clock a bit anxiously since my movie began in ten minutes. After a short wait someone came up and told me that was not where I needed to be and sent me back toward the front desk where a man had broken away from the group and started scanning phones. I waited a very brief time again and was sent toward my theater.

Arriving to my seat I was mildly disappointed that Regal app (not Bridgeport's fault) didn't make the seating arrangement apparent so I had purchased tickets right up against a metal bar unlike the ones at most theaters...this one was closer and did not allow me to put legs under it or on it but just smashed me into place (I'm 6'5" so this is likely just a me and other tall people problem but still the layout was unclear on the app). Once the commercials and trailers began I moved seats to an unoccupied and more comfortable location, so all was well with my "Scream 5" world once again. Movie began on time, good sound, great brightness on screen and darkness in the theater!

Loved the movie and watched through the credits to see if a teaser for a sequel was going to be included since Marvel has made them popular in all kinds of movies. Bridgeport cut off the credits before they ended, not a huge deal since the Q&A was live and maybe was getting started slightly earlier than expected. However I spent the next 20 minutes sitting in the dark with everyone else excited for the Q&A. No manager ever came in, no announcement over any loud speaker, no message on the screen, and as the clock got closer to 8:00pm no Scream Q&A. At last my wife left to see what was up just as a man began to talk loudly to another upset theater goer saying the Q&A never came through and it was only 10minutes long anyway, he claimed he worked there but was not a manager and was there on his day off but had been in the projection booth at some point during the wait for the live stream.

I walked out and found my wife who was being told by one of the on-the-clock workers that they'd look into it. He seemed to not realize the event was over and that nobody had ever come to tell us anything. There was never a manager that took ownership or explained things, the staff (paid and unpaid) seemed on different pages, there was no compensation for the advertised event not being (fully) provided, and at the time I left the lights never even came up to let the rest of the audience know they could leave cause they'd been screwed out of the live event they paid for.

I love Regal and I have the Unlimited Pass so I only paid for my wife's ticket but I feel the staff at this location dropped the ball hard last night. If there are technical difficulties a manager should have been in the theater within 5 minutes or sending someone to make an announcement while the manager tried to fix things (not to mention if it lasted 10 minutes they could have come in during the next 20 to let us know we could leave). Usually a good theater but maybe don't count on them for...

Chris (I believe was his name) the manager told us to "get used to it" when the whole theater was telling him that something was wrong with the showing of Avatar 2. Took them an hour and twenty minutes to fix it and only after the whole theater had to yell at him that no, it wasnt normal, and the settings need to be fixed. Made an excuse about some Q setting needing to be turned on, but only after the colossal waste of time of having to fight with them to even take us seriously. Soured the whole experience. We lost a 1/3rd of the movie to a blurry and double imaged film that wasnt even slightly 3D because he refused to believe anyone when they were told three minutes in. Once it was fixed the movie was breath taking, just wish we didnt have to miss the first third of it.

He fought with us up till the second it was fixed and proved we were right about something being wrong. He kept asking us to just give him a chance, when he gave all of us zero and tried to humiliate us into thinking we were wrong. Rest of the theater is beautiful and looks amazing, and the employees were all very understanding and wanting to fix it, but the manager should not be dealing with customers and shouldnt be in a position that he is obviously not qualified for. He was very obviously stressed and instead of working with us he blamed us and said we just dont know what new 3D technology looks like. We do, because we saw the redone version of the first movie in theaters in Eugene just before, and it was amazing, just like the sequel AFTER the settings were fixed. And because he only gave everyone three options: Leave and get a refund Leave and go into a later showing that had already started (he never said if the other showings had this issue and if it had been resolved, and wouldnt answer the question). To keep trying to fix it and rewind 20 minutes.

We had to waste a 1/3rd of our tickets to even watch it because we had to be home at a set time as we lived over an hour away so we couldn't restart it. We cant afford to make another trip ANY time soon and we paid to see it on opening night as our anniversary and Christmas gift to each other. So we were forced to go with option 3.

Partial refunds were refused as an option, bad management at every end.

Just be warned if you go in to see an imax 3D movie that they may choose the wrong settings again and fight with you the whole time about it. I dont know why he couldnt just say "We are working on it, would you like us to pause until its fixed?". Never said sorry, only made...