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Esquire Imax Theatre

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Reviews Esquire Imax Theatre

Esquire Imax Theatre Reviews (3)

• Aug 05, 2023

Terrible Customer Service
Witnessed a staff yelling and telling a customer never to return to the theatre. It was totally unacceptable. The customer was respectful and calm the whole time inquiring for some ticketing options, but the staff behaved unprofessionally and came off very rude and condescending.

+1

Review: Today I used the iMax website in an attempt to purchase tickets. The ticket purchase processing has a system where you have fifteen minutes to complete a transaction before the seats are released for someone else to purchase.The site was running so slowly, I was on the final processing page when the timer expired and took me back to the start of the purchase process. What I was given no indication of, was that the purchase had gone through. I found that out approximately 30 minutes later when I received an email with a confirmation code.Because I received no indication of the purchase, I started over again and purchased two tickets and was able to complete the process properly. I received this confirmation email shortly after the first one. What I found amusing was that on the second attempt, the seats I had been previously charged for, still showed as available the second time around.The box office staff said there would be no problem refunding, but needed the managers approval. He gave the approval, but the refund did not include the processing fee that was charged per ticket. Had the double purchase been caused by me, I would have accepted this. It was the sites problem that caused it. The manager wouldn't talk to me, and only mouthed through the security glass "processing fee". Clearly this happens often for them, as they have a refund sheet ready to fill out and don't ask questions when the website is mentioned. The sheet was full with only five days of customer information.The combined lack of customer service through the website and from the on site manager is deplorable.Desired Settlement: The transaction only cost me $4, but the principle of the matter is the issue. The on site manager needs some customer service lessons and the iMax website needs to be brought up to current technology so these types of things do not happen.

Business

Response:

Company states: Mere oversight it was taken care of immediately. The customer received satisfaction.

Consumer

Response:

I am rejecting this response because: The issue was not resolved immediately. Because of an error in their website processing, I ended up purchasing four tickets rather than two. Each purchase included a service charge of $2/ticket. A single purchase of two tickets totaled $30. When I told the box office what happened, they easily refunded $26, and would not discuss the $4 in processing fees. The manager would not talk to me, and would only mouth through the security glass "processing fee". This was a deplorable lack of customer service to refuse to even discuss or explain why they would not refund the full amount.

+1

Their mobile web site was difficult to navigate on a Samsung Galaxy S4 and in an attempt to purchase tickets I was led to links that tricked me into paying $25 for a Directors Club or some such thing.
I called twice to cancel this. The first time (minutes after the mistake) the automated system said there was no one available and asked me to leave a message. I did so.
Next time was today and I talked to a real person who said I needed to talk to the box office. I was put on hold for the box office but eventually, I was hung up upon by the system or a person, I do not know which.

+1
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Description: Amusement Parks & Places

Address: 1211 K St., Sacramento, California, United States, 95814-3906

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