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| - For a place I would have given one maybe two stars to less than two weeks ago, Waterworks Cinema really stepped up their customer service game. Though I must note, they could have done a much better job off the bat, and it did take me writing to the General Manager to get compensated but nevertheless, they did just that and more.
I am not a huge movie goer. That being said, I love movies. Weird yes. But I find theaters uncomfortable. However, this is the time of the year that I will usually forgo my comfort and see a few especially because most of the predicted Oscar nominated movies are out in the theaters this time of the year. We traveled here the day after New Year. I recently had knee surgery and agreed to go because we ordered tickets to see Manchester By The Sea online (at a premium plus a surcharge), to be seen in their luxury seating area. I was pretty excited since I really wanted to see this film and the seats were awesome. (Note this was the closest theater still showing this movie, but not very close to us.) I still had to elevate my knee because I couldn't bend it to a full seated position. So we arrive to the theater and it was a mad house. No big deal, we were covered since we already bought and paid for our tickets right? Anyway we go through the line, get physical tickets, have them ripped by the usher and head into the theater to find that our seats are taken. Actually every seat in the theater is taken. I am assuming at this point that the people sitting there "stole" our seats. I hurry to get an employee as I am not approaching these people. Turns out after such a long process of talking to this employee who eventually takes us to see a manager that their online ticket ordering has a glitch and they sold our seats twice. SORRY.
Blinded by anger and frustration, we received a refund, and were asked if we wanted to see another movie. I went on to tell the manager I wanted to see that movie and sit in those seats. He just agreed with me, no help there. So we end up in the busiest theater with no leg room or otherwise watching a movie we could have seen at our local theater for $4.00. It was packed to the gills and my knee was aching as was my temper. I decided I was not taking this as an equal compensation and wrote the manager.
I was contacted very quickly regarding my experience, and the lack of compensation. They informed me that they understood my frustration (who couldn't) and wanted to reserve two tickets to see Manchester in the luxury seating on any day or time of my choosing. Most unfortunate part was it was only being shown for another week and a half (according to the email) so we had to jump on this offer. In the email they also stated they would offer me another set of complimentary tickets to be used whenever. I reserved the day and when we arrived (on a much less busy day) our tickets were pre-printed and waiting in the office with one of the managers. Upon receiving our tickets he apologized again and asked if we wanted a small popcorn or soda. I told him my husband was already getting some and that it wasn't necessary that I was only upset about the movie tickets. I did ask about the second pair of tickets and he said he couldn't authorize that. Hmmm well I told him it was in the email, but I would just deal with it later.
We head to the luxury theater and are greeted by an usher who takes our tickets and seats us, a process they neglected on our last visit. After settling in the man returns with two complimentary tickets to another movie. I'm guessing the night manager contacted his boss and he confirmed what the email said.
The luxury seats were awesome. I really don't want to go back to seeing another movie in a regular theater again. And the movie was really good! I hope it wins a couple Oscars. Thank you management for stepping up, better late than never. Lastly I caution anyone who may purchase their tickets in advance online not to since their system isn't reliable.
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