Regal Ronkonkoma — Local services in Town of Brookhaven

This rating is for the STAFF. I like the theater because of the reclining seats which is why I chose to go there. I had knee surgery a few weeks ago and my friend wanted to get me out of my house for a little bit to see a movie. I’m on crutches and have a knee brace going from my thigh to my ankle preventing my knee from bending, and this is the first time in 3 weeks I’ve been able to leave the house bc of the pain. We showed up at 10:25 and the doors were locked, a minute later someone comes and let’s an employee in and I ask what time they open, she tells me 10:30. It’s just 4 more minutes (I don’t understand why I can’t come inside but I let it slide bc I came out to have a good time with my friend). Then it’s 10:30, we’re standing outside basically staring at the entire staff goofing around, throwing around a water bottle and texting on their phones while we’re standing outside on a windy November morning. Someone else came and started banging on the window bc it was already after 10:30 and she was in a rush, and they didn’t unlock the doors. Multiple times the employees would look at us and then go back to goofing around. At one point they disappeared and we were wondering where they went, so my friend went to the other side of the theater and there they are throwing the water bottle around, they just moved out of our sight. At 10:40 someone finally acknowledges our existence and says that her manager has to come down and unlock the doors, he’ll be down soon. She still doesn’t let us in, I’ve been standing for 15 minutes now and my friend is about to bring the car around just so I can sit down. Luckily I had painkillers with me or I wouldn’t have been able to enjoy the movie after all this standing. If it weren’t for the reclining seats we would have gone somewhere else, but this was the only theater I could elevate my leg during the movie. As soon as we were let in I spoke with the manager, a young man in a suit. He apologized and said he’d address it, but not 10 minutes later my friend saw him goofing around with the other employees. I have 12 years experience in customer service, and I’ve never seen something so unprofessional. My friend and I kept asking if this was a joke bc it was so obvious nobody respected us or our time. What was supposed to be a fun distraction from the stress of my life turned into an aggravating incident that made me want to go back home. Absolutely TERRIBLE CUSTOMER SERVICE. I’m considering contacting the owner as well but it’s hard enough finding a direct phone number to this place as it is. Your staff needs to learn how to treat customers, you don’t leave someone who’s injured and on crutches in the cold for 15 minutes when you’re supposed to open at 10:30. That’s absolutely unacceptable and I don’t appreciate being treated that way. Like I said, I have a lot of experience with customer service jobs, and many times I’d have customers show up a couple minutes before we opened. I would never let them stand out in the cold because it’s not exactly 10:30 on the dot. Plus, they didn’t even open at 10:30 they opened at 10:43 so obviously they’re not THAT strict with opening on time. The staff does not value or respect their customers. They need a course on human decency and customer service. You’re there to work, not to throw around a water bottle and goof around with your coworkers when there’s paying customers waiting outside and you’re...

They offer a small variety of snacks, of course expensive but good typical movie fare. It was a busy theatre and considering it was a Saturday during a long weekend I would expect any manager in charge of scheduling would have had a few extra employees on staff to make the wait less but not them. They had 2 people standing around checking tickets and a couple others wandered over to chat meanwhile at the concession stand they had 3 people each with their own lines and they were long lines! You think they would have cross trained employees to work multiple stations instead of standing around. My friends and I frequent going out to dinner and trying different movie theaters. We drive around to different states just to experience unique and special cinemas and restaurants. The actual theatre was mostly clean. Still some popcorn on the floor from the previous showing down our row. The reclining chairs are odd. They recline so far you can almost lay flat! I tried it and it's impossible to see the movie screen. The semi cushioned leg part of the recliner had what felt like a bar slightly pressing in the middle of my calf. They definately were not the most comfortable. Fine for a 90 min. or so movie but I would not see a 2 and a half hour movie in those seats. The most awkward part of the theater is how the walking rails and chair tables were installed. They have hand railings on both sides of the steps with a small opening to enter your row. Odd but okay until you can't enter your row because the recliners tray table and foot rest takes up the majority of the opening to go down the row. So when someone sits in the end seats with the tray table not directly infront of them and reclining with feet up you constantly have to bother them to get by. Other theatres you can walk staight down the row with people reclining. This takes away from the comfort and enjoyment of the movie theatre. I do not see this being fixed anytime soon because of the newer seats it seems they must have updated to this layout on purpose within the past couple years. Good try but maybe keep people in mind that might not be to steady on their feet or with a cane or small children that can hit thier head on the metal hand rail stcking out in the aisle or stumble in mind next time. Stumbling in the dark I know it happens to others and getting hurt or embarrassed is not a good...

I ordered my tickets online. The snack stand had a line when the girl called Next I placed my order. She took my payment then said you’ll find your order at the end of the counter. I went to the end of the counter missing my two bottled water I asked the girl and she rudely said “you get that yourself from the cooler next to the stand”. Next went to the ticketer he was on his cell phone he scanned my phone and told me where to go. When I got to my seat it was fully reclined flat. I pressed the button nothing happen. I go back to the ticketer he says theater 2 or 4 I said theater 4 and told him my seat I 5. He said yeah that’s been broke for awhile.He radio for someone to check the seat out. Another boy came and walked with me telling me he knows the chair is broke but he’ll check and said if the chair is broken which he knows I have to go to the snack stand and they will switch my seat if the movie is sold out I would have to keep the broken fully reclined seat and they give me a free ticket to another movie or if the had an open chair I could switch. He goes behind the chair and said yeah it’s broken. I go to the stand and tell the girl she gets the manager I tell her and I said the boy told me I could keep the seat and get a free ticket or switch if one is open. The manager quickly says you’ll get another seat and she shows me the seat chart and says a seat away from the other people in my group is open. I said my group is I 6 and I 7 Then she says that I 8 is now magically open. I take that seat.I told her you shouldn't offer a seat that’s broken and take it off the site so no one else picks it . She then said the chair must have just broke. I said yet when I told the ticketer about it he knew and the other boy he radio did too. I then walked back to the theater passing the ticketer saying this places sucks and he responses “yup 100%” I will no longer go to this...