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| - What a horrible experience! I am from out of town and did not know how this theater worked. I checked in at the second-floor counter, but had bought my ticket through Fandango and the girl at the counter would not not help me. She just told me to go upstairs and she went back to talking to her friends. The escalator was closed for repairs, so I had to interrupt her and ask her how to get there.
After going outside and back in on the third floor, I was met with a crowd of people checking in for some event, and I had to literally shove my way though just to get in the door. Where is a manager keeping things organized? I assumed I had to find another ticket counter, but didn't see one or anyone else to ask, so I went to the ticket taker. She ignored me for a while and then waited on other people behind me in line, so I had to interrupt her just to ask if I needed something other than my confirmation number. She said no, but the movie wasn't seating yet. OK, so how about an idea on when I should come back?
I waited until 10 minutes before the movie time and checked back in, and was sent on my way with a menu. No explanation of what to do or help finding my seat. OK, perhaps being rude and letting people fend for themselves is how this theater does business.
I got my order in during the credits, then watched as everyone else got drinks and appetizers. I finally got a soft drink, even though I ordered an iced tea. I got my beer, but no glass to drink it from. I had to wait 20 minutes to get my drink order corrected, and still no food. After one hour of watching everyone else enjoy their dinner, I called for service to check on my food. Some idiot said he would check, and then promptly ignored me. Another 20 minutes later, I called for service again, same idiot, this time I asked to see a manager. Nothing again. They brought my check, I informed this person that I never got my food and wanted to see a manager, and nothing. No apologies, no offers to try to help or make it right, just walked away and did nothing. The same idiot came back again in response to my next call for service, and acted like he had no clue that this was the third time I had asked to see a manager!
No manager ever came, no apologies were ever given, nothing. When I left, the manager was at the exit and choose to turn his back on me and ignore me - as is the policy at Studio Movie Grille - until he was ready to talk to me. I explained the situation, to which he accused me of not wanting to be interrupted during the movie. Amazing, despite three clear requests he has the nerve to accuse me of not wanting to be interrupted! He did offer an apology that there was a "miscommunication"...not for ruining my evening or leaving me hungry or refusing to serve me or for the rudeness of his staff or the total incompetence they displayed or their lack of concern over a dinner guests sitting there with no food or ignoring my many requests...just for miscommunication. He erased the charges for the food that I never got. I explained that I shouldn't even have to pay for the movie because instead of enjoying it, I had to sit there and fight to get someone to wait on me! Since the tickets were through Fandango, all he could do was offer to try to get me a refund. Hey, how about sending me home with a pizza or something since It's 9:30 and I still haven't had dinner yet?
I am not from Charlotte, but I do travel here often, and I will never frequent this theater again.
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