Disaster evening for my family! The whole day ruin...

Disaster evening for my family! The whole day ruined. I have purchased tickets in advance for my family. Everything started with unwelcoming and rude service while buying popcorn. Determined to still have fun and keep the promise to our daughter we headed to the show room. Representatives were not helpful at all directing us to different sections of the cinema for our seats. After unsuccessful crusade around the first floor, we were told that our seats were located on the second floor, But it is against the Cinema theater policy to have kids there.
Question: why do you sell tickets to the second floor for kids? Why the theater's staff is not knowledgeable about the seat location.? The whole Cinema theaters' idea is for people to have fun nd to distract from the hustle nd bustle of everyday lif?, not to add anxieties nd hard feelings. Why do not you train your staff to provide good service and create good memories for families like mine?