I was a fan of this theater honestly until this morning. I went to a 10am screening of "It's a Wonderful Life", something I've done with my family for years at this very location. The theater was full of excited patrons and I actually was surprised so many people came out on a Saturday morning during the holiday season. The show was supposed to start at 10, but right away they started having audio issues. I worked as a projectionist so I do understand these things happen, so I waited patiently. As they started and restarted and restarted the DVD they were playing at least 20 times (the theater was forced to see the first 30 seconds of Queen Latifah's Last Holiday trailer 20 times...). I was bothered that no one was saying anything to the crowd, clearly confused and concerned, but finally an employee thanked us for our patience and said continue to be patient.
I was appreciative but that soon turned to a bit annoyed as 45 minutes passed with literally nothing else being said and the same 30 seconds of that trailer playing with no sound. Finally, the same employee told us we were moving to another theater and it had already been tested and we were good to go. So every person moved to the new, much smaller, theater. This had been a very big crowd so quarters felt cramped and the heat was not working/on in this one. But again, I along with everyone else was very patient and I did not hear a single person complain or yell at any employee, which I was appreciative of.
At this point, I would forgive all of this, technical issues happen, but they lost me when in the last FOUR minutes of the film. Literally the climax of the film. They cut the visual and then the audio. The lights come on. Everyone literally yells out but no employee is around until 3 minutes later a whole crew of them come in and start cleaning. All of us are sitting and standing there so confused as to what's going on for an employee to then half heartedly yell "you've got to get out, we have to clean for the next movie." What?! He then said a manager was waiting outside to talk to us. I hoped the manager would provide an explanation for this but we went outside and there was no one. We walked down the hallway with the other patrons all looking for the manager, there was no one. We went to customer service, no one. I walked up to the ticket taker and explained where I had just come from and asked where the manager was, I was told to go back to customer service and when I told him no one was there, he clearly had no idea what to do. But we went back to customer service, finally someone emerged from the back, looking annoyed at having to come out, and when we explained we just came from the movie you turned off, she ripped three free tickets off a roll and gave it to us, ready to turn back around. I told her I was so disappointed in their service today and she said "um I wasn't here...I don't know what happened.." We explained and she says "yeah...". Clearly not aware of the situation or how to handle it, we ask to speak to her manager who when contacted over their walkie talkies that guests wanted to speak with her responded "well they're gonna have to wait!!!" The current manager then left us and several other patrons. We waited and no one came. It was so clear that not only was nothing going to be done but that they didn't even care about us as customers that we left.
Taking away the personal aspect that a beloved holiday tradition was ruined, I'm just appalled at how they would treat customers. Why wouldn't you move us sooner instead of making us wait 45 minutes before relocating? We were the only film happening in the morning. When moving us why not take five seconds and see if moving to Theater 11 was the best option or would we run into the next film? Why not ask the patrons for the 1pm movie that there would be a five minute delay, here's a free popcorn movie for the inconvenience? Instead of kicking out a full theater in such a horribly rude and befuddled way. Why wasn't there a manager there to talk to a room full of disgruntled customers? Why was there no one at customer service? Why was every staff member myself and others came in contact with so unconcerned with the lack of decency provided to their customers? Finally, this is a business, you promised a service to all of us as customers, you failed and when we asked to speak to someone we were told we're "gonna have to wait!" As I said earlier, everyone in that theater was incredibly understanding and patient, the least Showcase Cinemas Warwick could have done would be to treat us with the same respect. As a very loyal and frequent customer, it's a shame to say I won't be returning. read more