*TERRIBLE MANAGEMENT AND CUSTOMER SERVICE*
*TERRIBLE MANAGEMENT AND CUSTOMER SERVICE*
My family purchased tickets through Fandango for an AMC showing, using valid promotional offers provided through Fandango, including an Apple Pay promotion, along with our AMC Stubs member benefits. We arrived at the theater on time, purchased popcorn and other concessions, and proceeded to have our tickets scanned. Only then were we informed that the showing had been canceled.
We were told that notification had been sent by email. However, we did not receive any cancellation notice prior to arriving at the theater. In fact, the only emails we received before our arrival were promotional emails encouraging us to purchase concessions in advance. Had we received timely notice that the showing had been canceled, we would not have made the unnecessary trip or purchased concessions.
We were also informed that our tickets had already been refunded. As of the time of this letter, no refund has been received or reflected in our account.
Equally concerning was the manner in which this situation was handled by the theater manager, Rosa. When we initially sought assistance, she offered no meaningful help or solution. Only after we returned to speak with her again did she state that the matter was Fandango's responsibility. Regardless of where the tickets were purchased, we were standing in an AMC theater after arriving for an AMC movie that had been canceled without our knowledge. We expected a far more customer-focused response.
As both a paid Stubbs Premiere member and an AMC shareholder, I find this experience especially troubling. Shareholders have a vested interest in the company's reputation, customer satisfaction, and long-term success. Situations such as this, particularly when compounded by poor customer service and conflicting information regarding notifications and refunds, undermine customer confidence and reflect poorly on the company.
