This letter is to complain about service I recently received from Regal Cinemas customer service representative named Michael Smith, further found out to be the General Manager.
Couple of weeks ago, my-self and my wife went to see the movies hoping to have a good evening. We bought some popcorn and went in to watch the movie. However, after the show, my wife told me that she ate a band-aid that was in the popcorn we have bought earlier… For one, I am already unhappy to pay the amount they charge for it, now I find out about this incident I am outraged…
To be polite I pulled Mr. Smith aside to let him know what has happened. All he did was write down his name and number. Right there and then, I received horrible customer service. Nothing was said to make the situation better. Come to find out the number I received was not his direct number…
After I asked my assistant to find the right phone number she called the theater to find out how to deal with a problem. After she has been on hold for several minutes, Michael Smith came on the line. She explained my problem to him, as well as, asked for the corporate office information. Once heard about the issue Mr. Smith did nothing to solve the complaint again, he provided the corporate information and got of the phone. Needless to say, I was quite frustrated.
I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am not returning to this movie theater if some action will not be taken to better customer service. I will be informing my friends and family about this experience.