Cinemex Holdings USA

Good afternoon sir,
Last Sunday, 6/11, my fiance and I went to the 5:00 showing of "Downton Abbey New Era" at the Cinnebistro in Richmond Virginia (Stony Point Fashion Park). I have been to this location several times in the past and was typically very pleased. That's why I am writing now. This visit however was not pleasing at all. The server spent 15 minutes chit-chatting with the folks next to us. She finally took our order, we paid our bill and gave her 25% tip. The movie began 15 minutes later yet we had no drinks, and no food. I was so disgusted, I left the movie and went to the kitchen. I explained what happened and the staff said they would take care of it. Our food arrived about 15 minutes later except everything was cold and we still had no water. We never saw our server again (she already got her tip so why would she I guess). We sat there eating what we could salvage and gorged ourselves on popcorn. It was a very disappointing evening and I'm out $120! I sent feedback to the GM (Maggie) at Stony Point via their website and called and left two voicemails but have heard nothing, so I am now sending you my story. I likely will not return to the theater because I know I can spend $120 on a night out elsewhere and get better food and much better service. I did give Cinnebistro-Stony Point 2 stars for seat comfort and clean facilities. That's the best thing about that night. Please contact me if you'd like to discuss my concerns further. Steve Kapsak 804.972.5767

I purchased two tickets for my fiancé and I as a surprise for him to see the movie black panther. In addition four of my friends did the same. We selected the c row of seats to allow all of us to sit. ok that day we arrive very early being this was all of our first experience to this theatre. Right before the movie started a gentlemen and his daughter approached with tickets for the same seats. I told him it had to be an error and he commented this has happen before here in the past. Well long story short the supervisor asked for my email confirmation to show proof of purchase. I did so.. she stated you called in and changed your reservation... ummm no I didn't someone made an error. I never called to changed anything. meanwhile movie has started. she then calls I believe to be her supervisor Julio(not sure) and told him I have her here with this email but I also confirmed she called and changed her reservation.. by now I'm livid because I told her that never happen and now you are giving inaccurate information. Julio asked if we wanted to stay if seats were available to continue to watch the movie and he would give us free passes. I told him that's not really going to fix the situation now and it really concerned me that someone can change without my info. after the movie no Julio in sight... This had to be the most embarrassing moment ever and will not recommend this theatre to anyone after this treatment. I didn't get to see the entire movie and didn't wish to stay but my fiancé wanted to due to it was a group outing...
Product_Or_Service: movie and dine

I purchased a movie ticket online on my birthday. Here is what transpired 'Hello-
I purchased a single ticket for 2:30 today and I was called into work. I tried to refund or convert to points via the link provided and it's trying to make me pay $22 for a rewards card. I already have a Paragon Rewards Card that was free. I've had it for years and it has accumulated rewards points. Can I please exchange my ticket for another day? Please respond as prior messages have been ignored.'
Their reply '
CMX Cinemas Guest Support (CMX Cinemas)
Nov 9, 1:43 AM EST

Dear ***:
Welcome to CMX Cinemas.

CMX Cinemas has acquired this Paragon location. Therefore the Diamond Rewards Loyalty Program is no longer valid in the same form as you have known so far. As a way to compensate you, we want to validate your accumulated points and offer you a special combo, which includes popcorn and drink. This combo is one of the main benefits provided by Paragon, with a redemption value of 60 points.

Once you use your current points balance to obtain this combo, your balance will reset to zero and your Diamond Rewards card will no longer be valid.
Soon, you will be able to join our loyalty program Rewards by CMX, where you will obtain more benefits than the ones you have been receiving until now.

Regarding the change of your tickets, yes you are able to exchange/swap your them for another showing or start time. Just call us at XXX-XXX-XXXX and one of our Guest Service Associates will be able to assist you.

Have a nice rest of your night.
The VIP Cinema Experience

CMX Cinemas
Guest Support

Me: 'Hi-
I still haven't received the voucher for the movie. Here again is the ticket I bought but couldn't attend. *** XXXXX Parkwood Drive #314 Burnsville MN XXXXX'
Them: '
CMX Cinemas Guest Support (CMX Cinemas)
Dec 20, 7:57 PM EST
Hello ***:
Have you called to one of our Guest Service Associates'?
Me: 'Hi
This is still going on and now I'm getting aggravated. Yes, I called customer support. Today at about 2pm I called again and after 10 minutes of the female rep searching my name, searching the booking number, trying the last 4 digits of my card, re-spelling my name, repeating the booking number directly from the ticket-nothing. She asked me to e-mail her the same photos I already e-mailed below. I was in public without a pen or paper she she said she would e-mail me. She said she's a supervisor. I never got an e-mail. Can you please just e-mail a voucher so we can be done with this? Or should I do a chargeback at my bank?

Thank you,
***
Product_Or_Service: 3D movie ticket