Cinepolis Luxury Cinemas

To Whom It May Concern, #1f497d;"> This guest has been contacted by our Concierge SupervisorHe received the full refund and is a regular guest here at Cinepolis Del MarWe apologize for the delayed response timeThe happiness of our guests is among top priority and we thank you for contacting us regarding this matter Best Regards, [redacted] HR Specialist Cinepolis Luxury Cinemas Del Mar ###-###-####

Hello,I have informed our Regional Manager, [redacted] , of the complaint corresponding with this message I oversee the [redacted] location however, [redacted] is currently working with our La Costa building to address this issue and provide the guest with two comps We will ensure the guest has a much more pleasant experience next time around If you have any questions, I can be reached at: [redacted] Thank you, [redacted] Human Resources

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below No one from Cinopolis has contacted meI can be reached at [redacted] Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory and consider this complaint resolved
Regards,
*** ***

Hello,
I have informed our Regional Manager, *** ***, of the complaint corresponding with this message I oversee the *** *** location however, *** is currently working with our La Costa building to address this issue and provide the guest with two comps We will
ensure the guest has a much more pleasant experience next time around If you have any questions, I can be reached at: ***
Thank you,
*** ***
Human Resources

To Whom It May Concern,
"">
This guest has been contacted by our Concierge SupervisorHe received the full refund and is a regular guest here at Cinepolis Del MarWe apologize for the delayed response timeThe happiness of our guests is among top priority and we thank you for contacting us regarding this matter
Best Regards,
[redacted]
HR Specialist
Cinepolis Luxury Cinemas
Del Mar ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No one from Cinopolis has contacted me. I can be reached at [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No one from Cinopolis has contacted me. I can be reached at [redacted].
Regards,
[redacted]

Hello,I have informed our Regional Manager, [redacted], of the complaint corresponding with this message.  I oversee the [redacted] location however, [redacted] is currently working with our La Costa building to address this issue and provide the guest with two comps.  We will ensure the guest...

has a much more pleasant experience next time around.  If you have any questions, I can be reached at: [redacted]Thank you,[redacted]Human Resources

Review: On Saturday September 28, 2013, my spouse purchased two tickets for Don Jon using the Cinepolis app for iPhone. The app was experiencing problems that day and did not accurately process the tickets (no digital tickets received or confirmation). My spouse attempted to use the app again successfully, but then noticed that he had two pending charges. He called the Del Mar Cinepolis location and they stated that they had received numerous calls that day with the same complaint and their plan was to not authorize the pending charges for everyone who had problems with the app. When going to see the movie he was assured by representatives at the Del Mar location that he wouldn't be charged for the first set. However, on September 30th both charges were authorized. After that he called to request a refund, which they failed to process. He called again and they said since there system was not working correctly he would need to contact the district manager ([redacted]) via e-mail ([redacted]@cinepolisusa.com) to process the refund. He sent [redacted] an e-mail on October 2 which included a photo of our account statement showing the double charge posted on September 30th. No response was received to this e-mail and the store said they could not help him. He was very discouraged and gave up resolving this complaint directly with Cinepolis. I was deployed at the time and was brought up to speed about the dispute recently. The tickets were purchased using our joint account, and two charges for $41 each were applied. Since my spouse was unable to resolve the issue I am taking up the issue for resolution using Revdex.com.

It is unacceptable that Cinepolis failed to follow through and has essentially stolen $41 of our money. This complaint is aggravated considering we have been frequent and loyal customers. I feel like this company took advantage of my spouse while I was on deployment and figured he would eventually give up if they just ignored him.Desired Settlement: If Cinepolis is striving for the minimum in customer service a refund of $41 will suffice to resolve this issue.

Business

Response:

To Whom It May Concern,

This guest has been contacted by our Concierge Supervisor. He received the full refund and is a regular guest here at Cinepolis Del Mar. We apologize for the delayed response time. The happiness of our guests is among top priority and we thank you for contacting us regarding this matter.

Best Regards,

HR Specialist

Cinepolis Luxury Cinemas

Del Mar ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory and consider this complaint resolved.

Regards,

Review: Appalling behavior! This location is awful! I live right across the street at [redacted]. A beautiful new home and loved the idea of being so close to the movies. I arrived early with a friend from out of town. Us girls had not seen each other for 20 years. I thought after many years of going to the [redacted] location this would be a great experience for her. We were sitting comfortably in our paid for assigned seats visiting happily when a very rude employee accused us of sneaking in early to a sold out show. I stated we had our tickets and asked if he would like to see them. His response was to say "we are cleaning now and you need to leave". These were two seats that no one in the previous show were sitting in. My response was clean what? It didn't stop there without another word he got a manager who was equally rude and now five minutes before previews started we needed to get up and leave the theater during cleaning. Mind you this consisted of walking around throwing things away. I explained in the [redacted] theater I have seen back to back movies never asked to leave in between. I now asked for the assistant manager. I got to see why the employees were allowed to be so rude. The assistant manager was the same. My girlfriend and I were not apologized to for the accusation of not having tickets made to leave the movie theater to witness the poor girl working the door get scolded in front of all customers for letting us in a few minutes early. I know it is not the practice at the [redacted] location to mistreat its customers or embarrass its employees so I wanted to make the district manager aware of what had happened here. I asked for the corporate number and was given the wrong number by [redacted] the assistant general manager whom I give credit to for this awful experience! We did watch the movie and the seats we were forced to leave for a five minute time frame were exactly the same as we left them. The employees here got one chance to treat this good customer badly. I will never go back to this location again!..Desired Settlement: Two new tickets to any showing.

Business

Response:

Hello,

Review: I have gone to Cinepolis theater in Del Mar 3 times. The theater ticket is $20 per person with the advertisement that you get food service while watching the show. Every time we go we have to call several times before getting our orders, this last time was 5 times and each time it was a different waiter; who would say that it will come right away. I finally left the show to talk with the manager. He wanted to know who the first waiter was and what he looked like, his height, his color of hair and if a guy or girl. Well it's dark in the theater and hard to tell what he looked like and frankly they pretty much all look alike, we had 5 different waiters. He said he was sorry and would deliver our order at no charge. I didn't mind paying, I just wanted my order to come within a reasonable time. I looked up the reviews and many others commented on the same frustration of not getting their orders. I will not go back again, the price of the ticket is too high for no customer service. Management needs an update from headquarters. Someone is not doing their job, I blame it on management. Best regards, [redacted]Desired Settlement: I talked with the supervisor [redacted] and either [redacted] or [redacted] who were the managers on duty that night, they need to see that all orders are promptly delivered on time when first ordered. Good customer service is top priority while the supervisor and manager were more interested in who the waiter was. It doesn't matter who the waiter was, we had 5 waiters and still didn't get our order. Why? Something is not being done correctly. Please correct this problem so you will have customers coming back. We pay $20 for a ticket to watch a movie and have fun eating and enjoying a drink that has been ordered. I called and it was told to me you can' t buy your food out in the lobby and take it into the theater. You can only order while in the theater.

Review: After experiencing an array of service issues at the Laguna Niguel location on may 11th 2013, I submitted this email complaint through their website. To date, I still have not received a response from them by phone or email. Note, I initially called and attempted to speak to someone direct but was never able to speak to anyone live. I left a message stating I had a complaint I wanted to speak to a manager about but no one ever returned my call.To the manager of food services, My wife & I purchased tickets for the Iron Man III movie this last Saturday night, 6pm showing. With a new daughter, we haven't been able to get out much and were really looking forward to this night out. Unfortunately, the service issues outlined below turned our "date night" into a very frustrating experience:1. I ordered a Stella but was brought something else (prob. Coors or Bud)2. We both ordered the steak dish & had to wait a long time to get them. Several people around us ordered way after but received their dinners way before us. 3. My wife is allergic to many sauces, vinegars, etc so we made a point of ordering her dish plain/dry. It was brought out completely wrong. The waitress was nice & really tried to apologize & fix it. It took forever to get her food & it was brought out wrong again. It took so long the second time she didn't even attempt to return it again.4. Both of our steak was room temperature, not even remotely warm. I was nervous even eating it fearful of food poisoning.5. After scrapping her meal, my wife ordered a cup of coffee, which after 25 minutes never came out. We flagged down a waiter & ordered it again, but again it never came out.I am reaching out to provide this feedback as I am sure you value your customers and would like the opportunity to compensate/reimburse us for these things.I look forward to your response.Desired Settlement: I am requesting a refund.

Review: I went online and charged $41.00 on my credit card for 2 movie tickets Cinpolis Luxury Cinemas. The tickets I reserved were to see Argo at 5:00 pm on March 10, 2013. I bought these online (and prior to 3/10/13) because this particular theater is +45 minutes from where I reside. Early in the morning of 3/10/13 I became sick. I was vomiting, unable to sit through any movie so I called the theater yet they do not accept phone calls, not even accepting messages. The theaters cancellation policy stated that buyers must come to the box office to cancel in person yet because I live +45 minutes away from there and was way too sick to drive anywhere, I sent an e-mail to customer service. On March 13, 2013 I received an e-mail from [redacted], Guest Service Coordinator at Cinpolis Luxury Cinemas (760-827-6708). Here e-mail stated, Good Afternoon [redacted],I was just following up to see if your refund was taken care of? Please let me know if you need anything. Have a great day. I never did receive a $41 credit though and when I replied to [redacted] asking for further assistance, she never replied.Desired Settlement: $41.00 refund or theater credit

Review: We spent $112 to eat at the movie theatre, our plate has a hair from the pubic or armpit region on it. It was disgusting.Desired Settlement: I would like a refund for the money that we spent or a credit for future use at the establishment.