AMC Entertainment

Reviewed initial report sent in by guest on 10/05 and subsequent documentation from Manager on duty and Coordinator from our corporate office who reached out to guest on 10/09. While I understand there are two sides to every story, I am siding with our decision to deny a refund due to violation of...

Code of Conduct. Guest was however offered 2 movie passes and 2 popcorn/drink vouchers for inconvenience once guest verifies address to mail them to.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I was never offered 4 popcorn vouchers, why are you lying? This is your reply to me, copied from Facebook Messenger:"We're not able to send any more than three vouchers. Because the offer of three vouchers is not being accepted, no compensation will be provided and we're considering this matter closed. -[redacted]To resolve this, I'd like an apology, then you can send me the vouchers or a new popcorn bucket.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as...

Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  I replied to the request from the business and have received no additional feedback.
Regards,
[redacted]

After reviewing the report, I reached out to the General Manager at the AMC Deer Valley location and provided him the feedback from the guest. Together we are developing an action plan to help retrain the employees on better executing the "rewards as discounts" side of our AMC Stubs program....

Hopefully this will help end redemption without guest approval. For the inconvenience, I added on 17,500 points for the guests account to recover the lost $15. I would also like to send the guest two movie passes to come back on us for a much better experience to the address provided.

Thank you for contacting AMC Theatres in regards to your experience with your AMC Gift card. I apologize for the delay and for your frozen gift card. I understand the frustration when try to use the gift card and you are unable to access the funds. I'm sorry that the theatre or our gift card hotline...

associated didn't offer an apology for the inconvenience of the frozen card. As an apology for the experience I would be happy to send you 2 movie passes that are valid at any AMC theatres. Please respond with your mailing address and I will send those out as soon as possible. Thank you again for reaching out and bringing these issues to our attention. I look forward to hearing back from you.BrynGuest Services Coordinator

Reached out to guest on 02/24 regarding refund for Lego Batman birthday event. After receiving information on prior contacts I was able to verify the refund was processed on our end. Reached out to guest on 03/01/2017 to inform them we have begun the refund.

I filed a complaint against AMC Theaters in July, 2017.  I received an email from AMC on July 10. In that email, I was told I would receive a $15.00 refund and that it would be 3-5 weeks before I would receive the refund.  It has been more than five weeks and I have still not received my refund.  Should I start another complaint as this matter is still unresolved.  Thank you.[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter...

to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: the company is wrong as I said in the complaint none of the rewards are working as it says on the site & even the employees of AMC theater say it is a bug. This is a problem with the mobile app. They keep sending me a different person by email who sends me a standard form answer. The first person who was helping me got lost. 
Regards,
[redacted]

Thank you for forwarding this concern.  Our records show that the guest contacted the Revdex.com on the same day they contacted our Guest Services Hotline,7/7/2016.  After investigation, it was discovered that the guest was opted-in for SMS/Mobile notifications on their AMC Stubs account....

 Unfortunately, after migrating the mobile app to a new platform, some of the app functionality was lost.  We will advise the guest to opt-in for email notifications, until the SMS/Mobile notifications can be restored.  While we cannot place rewards back on the account, we will offer the guest two movie passes as compensation for the expired reward.  Thank you. -[redacted], Guest Services Coordinator, AMC Theatre Support Center.

Reached out to guest to apologize for cancellation of showing. Called theatre and had them set aside two tickets for the film and instructed guest to arrive at 6pm to pick up. Will also send out two passes for inconvenience.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The policy stating that I needed to sit with my 18 and 16 year old instead of seeing a different movie at the same time was NOT posted in the movie theater as that response stated.  In fact, I even took a picture of the poster on the wall of the theater which does not state that.  The manager of the theater said "but that's what it means", but no, that is not what is posted.  I never left the premises, I DID escort my 18 year old and 16 year old sons into their theater as I had been told to do by the ticket desk employee, then was embarrassingly approached while seated in a dark movie theater by another employee telling me I needed to leave that theater.  The whole thing should have been resolved easily, but for some reason I was made to feel (by having an employee actually walk down my aisle in a dark movie theater to get me out)  like I was leaving two little children in danger or something.  My oldest son will be 19 in a few weeks, and both are honor students not causing any trouble but for some reason, maybe just because the theaters at that time of day were mostly empty, we must have been being very closely watched.  The movie they were seeing wasn't even NC-17, but an R rated action movie while I was going to see Cinderella.  I made two phone calls to AMC and have sent three emails about this.  I clearly stated the problem and have been avoiding that theater ever since, even though we have seen two movies since then at other theaters.  There are six movie theaters to choose from here in Virginia Beach.  What amazes me about this now is that I simply asked an employee named "[redacted]" in your customer service division for the refund of the 3 tickets, a large popcorn and our 3 medium drinks.  "[redacted]" has emailed me twice and offered no resolution whatsoever.  I just saw on the Revdex.com website the statement that I have been sent 2 tickets, 2 popcorn and 2 drinks but that's news to me as I have not received a single phone call or email from AMC stating any offer to resolve this matter. 
Regards,
[redacted]

Responded to guest via email address provided in order to gather more information and to try to resolve their concern.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

An apology was sent to the guest on behalf of AMC with four popcorn coupons to resolve this case.

Our policy is posted online and in our theatres - Movies are a great form of family entertainment - but not every movie is suitable for every member of the family. That's why AMC fully supports and enforces the ratings system outlined by the Motion Picture Association of America.Movies are a great...

form of family entertainment - but not every movie is suitable for every member of the family. That's why AMC fully supports and enforces the ratings system outlined by the Motion Picture Association of America.For R-Rated Films: Under 17 requires accompanying parent or adult guardian (age 21 or older) and 25 years and under must show ID.  And children under the age of 6 are not allowed after 6:00pm.[redacted]The adult must accompany the child during the movie. A parent may not give permission without staying with child.For any misunderstanding or confusion, 2 passes, 2 drink and 2 popcorn coupons were sent as compensation.[redacted]AMC Guest Services

I have reached out to the guest regarding their concern and I am currently attempting to gain more info on their gift cards. Once card numbers are received I will reach out to our Gift Card rep to work on either reactivating the cards or sending a new set. Will mail guest 2 movie passes for...

inconvenience of card issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We don't have a record of a prior request being made, but we're checking this out. We'll need to have the Gift Card numbers for the cards needing to be refunded.

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me. Though, now when I buy tickets thru the app, they all say the date January 1 2017, which has long past as it is February.
Regards,
[redacted]