We usually go to Red Rock's Regal Cinemas when we're watching a movie, even though it's busier and more inconvenient than Sun Coast. However tonight we decided to watch Mission Impossible here. Big mistake.
We walk through the smelly and smoky Suncoast and go to the box office. I'm with my 11 year old and buy two tickets. After I pay, I look down on the tickets and notice two adult tickets. I ask the lady why she didn't charge us for a child's ticket and she asks me his age. I say 11 and she says that children tickets are only for 10 and below. I joke around with my son and tell him that he's too old.
We buy popcorn and soda and then we walk into the theater. I think it's weird that children tickets cut off at 10 so I look on the Cinemark website on my phone while the commercials are playing. The website says 11 and under are children.
I don't even know the price difference between adult and children, but I HATE being lied to and I HATE being cheated. I leave the theater to speak with the manager.
I tell the manager (a young Asian named Dylan) what happened. His first response, "She must be confused."
I respond with "your cashiers don't know the prices or age differences for children, adult, or seniors?"
His response "I think she's been working here for too long."
What?! That makes no sense.
He asks what I want.
I tell him I don't want his employees to lie and cheat customers. She clearly didn't want the hassle of processing a refund so she straight lied to my face.
The manager asked if I wanted a refund. I said no.
Finally to shut me up, he gave me two free passes for a future showing.
Terrible customer service on the front end. Terrible response by the manager.
Never again Cinemark and Suncoast. Too many establishments in town who value their customers.