So it's been a rough week, between the 18 inches of snow that was dumped on us in 36 hours, nearly getting sick (I barely got away with that) and dealing with the emotional strains of some family emergencies, I was in desperate need of a mid-week comedy to cheer me up.
Typically my husband and I rent movies in, either on Netflix or Redbox, but occasionally when there's a flick that looks promising we'll head out for a date night at the movie theater.
Since moving to Chicago, we've chosen Cinemark @ Seven Bridges in Woodridge, IL as our local spot. Sure, there are closer theaters but this one has a number of showings, stadium seating, clean bathrooms (yes, this is a plus) and IMAX, if you so choose. And up until last night, the customer service was satisfactory.
We went to see No Strings Attached with Ashton and Natalie. This is funny, if you're interested. Not in the typical romantic comedy kind of way either, like legit funny. We were quoting our favorite lines on the way home. It really helped take my mind off everything.
Anyway, we got in and settled as the previews were showing. As a treat, I decided to sneak out and get us some popcorn, and this is where the fun started.
*please note the implied sarcastic tone there*
Given that it was a slow evening and most people were hunkered down in their homes, ticket sales were taking place at the end of the consession counter. I've encountered this before, no big deal. BUT, when you have two people behind the counter, one just watching you wait for service while the other is selling tickets, that doesn't bode so well for someone who just wants to get her $7 bag of popcorn and get back before the movie starts.
Not only that, when the man was done selling tickets to these folks, they were not expected to get in line behind me at concessions, rather, they were helped immediately. So I waited, impatiently, while he microwaved their hot dogs for them (which, as I see it, he could have spent the time waiting for them to heat up by scooping popcorn for awaiting customers...just a thought on time management there). All the while the other woman behind the counter just stood there picking her nose. Okay, not literally, but she might as well have been, at least then she'd be doing something.
When I mentioned to him that I had been waiting in line, I was virtually ignored. So I ordered my popcorn and rushed back into the movie. Had I not had to wait nearly 10 minutes to get popcorn when there was no one else in line, I wouldn't have missed the beginning. Gee, thanks.
It never ceases to amaze me how many people in the customer service industry drag their feet and take their jobs so lightly. It's these people who hold the potential to give a company a bad name. In the end, isn't all about serving the customer? Unfortunate as it may be, I highly doubt we'll be going back there any time soon. AMC at Yorktown is looking like a better option...Clearly, the customers time and money isn't valued at Cinemark.
Ashley
Just a couple of thoughts. One, was the man selling tickets not selling popcorn when you purchased your tickets? If he was, it would have been wise for you to purchase your popcorn at that time. Secondly, you acknowledged that most people were hunkered down at home for the evening. When going through a period of bad weather, certain inconveniences must be expected. Whether it is a longer commute, airport delays, and yes, even longer lines waiting to purchase items. Even if the theater manager scheduled enough employees to cover the shift, many may have called out due to the weather. My last point is fairly simple. You listed many reasons why you like this particular theater. You are willing not to go back because of one negative experience? You seem to be giving up on this place when it could very well be an isolated incident. That's not very fair. What if your husband gave up on you after the first negative experience? For shame!
ReplyDeleteThanks for your comment, "anonymous."
ReplyDeleteHad this experience happened with a packed theater and staff clearly working hard, then it wouldn't have been such a negative experience - after all, lines happen. My issue is that I was the only one in line at concessions at the time, and there was another employee behind the counter clearly just standing there watching me. And, after having mentioned that I had been waiting in line, I wasn't brushed off, as if I did not exist.
Any who know me in person know that I'm fairly passive with issues of this nature, so I didn't throw a stink as I clearly saw that my issues would not be handled. But, had I at least been acknowledged as a human being, this would be an entirely different story.
The thing with services of this nature is that, you can go around the corner and get them elsewhere. I'm an incredibly loyal person when treated fairly. This time, I was not. Therefore, I don't see any reason to drive out to a theater that is farther than some of the others in town for subpar customer service. That's part of what we're paying for, after all.
I see your point. It makes sense to visit a theater closer to home if you know the service is going to be better. Might I suggest that you also contact the theater's management to let tham know why you won't be returning? Sometimes that actually makes a difference!
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