Harkins Theatres (Corporate Office)

I went to the manager in disbelief and was told that they don't empty the trash cans later in the evening. If I was that short on labor and I was the manager, I would have emptied them myself. Soda and food falling out into the carpet. It was disgusting!

The guest contacted us the same day as the Revdex.com We attempted to reach Ms [redacted] on April 7th and the recording on the phone number that was provided asked for a "remote acces code" A letter was sent in the mail to the guest asking her to please follow up with the general manager of the [redacted] place theatre so we can address her concerns with her personally

This is the class act of the movie businessI attended a show at the AZ Mills IMAX and the manager went out of his way to fix an issue due to an online ticket providerFandango screwed up but Harkins fixed it We will be Harkins patrons forever

On 3/2/19, my wife, my mother and my 3 children 7, 9 and 16 went to see a movie at the tucson spectrum theaters, a movie theater we have been going to since it opened in 2008. We recently had a few tragities in our family and we thought we would take the kids to see a comedy. We walked up to the ticket booth purchased and 6 tickets (1 senior, 2 students, and 3 children) which everything was fine to this point. My 16 year old son needed to use the restroom (dinner didn’t agree with him so it was an emergency) went in before the rest of my family and was stopped by the general manager Douglas Ess who was questioning him why he came in the wrong door. Which is understandable, so my son let him know he needed to use the restroom. The rest of us went in, had our tickets checked by the usher and went to the concession stand and began purchasing our snacks. At this point my son came out of the restroom and found us at the concession stand. We told him to take my two daughter to the theater and get seats. I gave him his ticket that we purchased and he took my daughters. That’s when I noticed Mr. Douglas Ess began rapidly walking behind my children and follow them into the theater. When I saw this, I left my mom and wife at the concession stand and followed them into the theater where I found Ess demanding my sons ticket not knowing I was standing behind him listening. My son presented him with the ticket and I asked him if there was a problem. He said that my son had come into the wrong door and he wanted to see his ticket. I responded my saying he needed to use the restroom but he has his ticket we purchased. By this time, my mom and my wife entered into the theaters with drinks and snacks when Mr. Ess began demanding to see everyone’s ticket. We gave him our stubs and he began scanning them claiming only 4 were purchased and there were 6 of us. I informed him 6 tickets were purchased but that he only gave back 4. He began argue while we all stood in the aisle of the theater until I asked him who his manger was and that I would very much like to speak with him. He continued to argue about my son coming in the wrong door and showing him a ticket for theater 17 which I had absolutely no idea what he was even talking about, or where my son could have gotten a ticket for theater 17. I asked my son if he had a ticket ticket another ticket, he said he didn’t have a ticket for theater 17 just the ticket we had just purchased. I asked him if we could go out to the hall because in the middle of the theater where customers were finding there seats was not the place to discuss this. (Something as a general manager should have done in the first place). We went out to the hall, and I asked him 3 more times for his managers info until he blurted out “I’m the gerneral manager, there is no one else above me here. My manager is in Scottsdale.” So I informed him I didn’t care where he was located, I wanted that information and for him to follow me to customer service to get his number. We walked over to customer service where he wrote down his managers name (Robert Bill) and his number the back of Mr. Ess business card. I thanked him for the info and asked if there was anything else. He said no and I headed back to the theater. On my way back, my wife was back at the concession stand redeeming her popcorn rewards, so I stood with her for about five min until we returned to our movie which had already started. 15 or 20 minutes into the movie,Mr. Ess returns to the theater again with another male employee, begins walking through the aisle my family and I are seated in, passing in front of other movie goers, and tells me I need to come with them. They escorted me out of the theater back into the hall and he began to tell me AGAIN, that my son came in the wrong door and showed him a theater 17 movie ticket, and “no movies are playing in theater 17 tonight”, and that only four tickets were purchased. And that he would “leave us alone and not come back” but we needed to go buy 2 more ticked. At this point I became extreamly angry, one, for treating me as if we were stealing, two for continuing this argument about the wrong door and some theater 17 no one had any idea about or had seen for that matter except him, and saying only 4 tickets were sold when I know he saw 6, for feeling the need to bring another employee with him to escort me out of a movie 20 minutes into it as an intimidation tactic, and for scaring my little girls who had already had some terrifying experiences in the last two weeks and came to a movie to have a good time. Back in the hallway of the theater continuing this argument where he told me again that only 4 tickets were purchased. My wife also left the movie to see what was going on and she informed him he only gave back 4 tickets. He said no that there were only 4 and there is 6 of us. And that he checked the sale of the tickets and that there were only 4 tickets purchased, and his little portable scanner only showed four tickets. I asked him to allow me to see the scanner or the purchase to see for myself. He then ignored my request and said “I looked at the surveillance cameras and all of you walked up to the ticket booth together. No other tickets were purchased. You need to go buy 2 more tickets, it’s just a simple misunderstanding.” Missing 15 minutes of the movie already, extremely angry , and knowing my children and mother were worring about whereabouts, considering two employees escorted me out of the theater, I finally said said fine let’s go buy more f*ing tickets so you stop harassing us. He said it was not harassment, that I needed to go buy more tickets. My wife told me no, not to buy more, that we had already purchased 6 tickets. So I told her that I would go buy more to get him away from us. So both men escorted me over to customer service again where I was forced to buy 2 more tickets for 21 dollars. While I was paying, asked him why he felt the need to have two of them to escort me out of the movie theater. He ignored my question and did not respond. They gave me the 7th and 8th ticket that was purchased for the night and I handed them over to him. I told him that I wanted them comped because I’ve already missed 20 minutes of the movie. He told me, “I will not comp them because you hadn’t paid for them.” “I told him I didn’t pull myself out of the theater and miss 20 minutes of the movie, you did”. He told me no and tried to give the the ticket to me . I told him to keep them as proof of more payment since he kept the other two tickets. Of course he denied keeping them. I informed him that if I was in-fact wrong, that I wouldn’t be angry, but without proof I’ll treatment was not only BS but so unacceptable, and that I would be contacting Robert Bill which was supposibly his manager. I left them at customer service and walked over to this theater 17 which he kept insisting he saw a ticket for, and no movies were being shown there that night, to find that the movie we were watching was also playing in that theater an hour later. So he was lying. Needless to say I went back to my movie which I had missed about 25 minutes of it, angry and not being able to enjoy it. If Mr. Douglas Ess is the type of manager Harkins is hiring, then they are loosing their touch in customer service and will be losing customers. Mr. Ess, as a general manager should have the common knowledge not to make a scene in front of other customers, and train his cashiers to notice that if there is 6 people standing in front of them and only 4 tickets are sold, there is an issue. Also as a GM should train the users who rip the tickets to check to see how many tickets vs how many people are walking in together. This lead me to believe that if there was no problem with the cashier at the ticket both where, “we all walked up together,” like Mr Ess saw in the surveillance camera, and the usher who ripped are tickets counted them out and was ok with it, we had 6 tickets all along. I truly believe that when we gave him all of our tickets, he realized he was wrong and only gave back 4 as a way to not admit fault. We have always had great experiences and have always been impressed with management team at Harkins Spectrum Tucson for years until last night, when Mr. Douglas Ess harassed my family for 2 tickets and not provide proof that they were not purchased.

Harkins Theatres opened a new theater called Camelview at Fashion Square
Their new pricing policy is regressive for seniorsThis one & only theatre in the chain does not give senior discounts for evening performancesA senior has to pay $for a ticket to attend an evening performanceAll other Harkins theatres charge $This is discriminatory as most seniors are on a fixed income and will not be able to pay the additional charge

Unfortunately, Ms*** did not provide theatre specific details about her experience. As a result, despite our bestefforts, we have been unable to figure out which of our theatres she attended. If she could please let us know which theatre she visited wewill happily
look into this further

On 06/19/2018 my wife and I took our 4 kids to the 11:40 am showing of incredibles 2 at harkins arrowhead 18. Literally 5 mins into the movie my youngest daughter (age 2) started to act up (she is a special needs child) so I got up and walked out with her into the lobby and out front in the rocks. After about 10 mins she calmed down so we walked back to our seats. Again just a few mins later she started to act up again, this time my wife walked out with her my wife was gone for a while and I was in the middle of checking on them via text message. (my phone was on silent and the screen light was turned down as low as it goes, the phone was also in my lap, not up in my face) krista or krissa cannot remember what her name was exactly was doing her round and tells me that I cannot be on my phone. I clearly stated I was not recording the movie and it was on silent and before I could tell her more she said "it doesn't matter you need to turn your phone off" I said no my phone is on silent and im checking on my wife who is 7 months pregnant and who is with my daughter who is a special needs child. It must have gone in one ear and out the other bcuz she still flat out said to turn it off. Instead of arguing with her I put my phone down and asked for her name and went on checking on my wife and daughter. I understand about people being loud, talking on phones and the light bothering others. But I was doing none of that. Phone in my lap, on silent and the light turned all the way down. I was simply checking on my family to make sure they were safe and to be told I could not do that! Seriously? I know my daughter and how fussy she is. That is why we picked an early movie on a weekday to see if she could handle it. But thanks to employees like her i'll take my business elsewhere.

After speaking with the guest and having the opportunity to review the challenges she experienced with [redacted] we have processed a full refund for her.

The guest contacted us the same day as the Revdex.com.  We attempted to reach Ms. [redacted] on April 7th and the recording on the phone number that was provided asked for a "remote acces code".  A letter was sent in the mail to the guest asking her to please follow up with the general manager...

of the [redacted]place theatre so we can address her concerns with her personally.

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.I was told that my credit card was credited; however, there is no record on this. I called the credit card company and they said there was nothing credited to my account. I also looked at my account online and so no credit. It's possible it takes a long time for this to be documented but my current charges as of yesterday are listed on my account.
Regards,
[redacted]

This is the class act of the movie business. I attended a show at the AZ Mills IMAX and the manager went out of his way to fix an issue due to an online ticket provider. Fandango screwed up but Harkins fixed it. We will be Harkins patrons forever.

Last night I came to the harkins theaters at Chris town/spectrum mall in Phoenix Arizona. I got two tickets to see "neighbors 2" showing at 11:10pm. My interaction at the ticket booth wa great, but once I got to the snack/popcorn counter I was very upset with the customer service I recieved. We stood in line for about 10 minutes because they were quite busy, but as soon as we got to the counter, I noticed the cashier had a bit of an attitude. My date asked her if they had any soda and popcorn combos, she rudely replied with "no, that's just for kids" but we still ended up ordering a large popcorn and a large soda. She asked which soda we wanted and I replied with "Sprite" I was very surprised to hear her respond with "Of course" in a very sarcastic tone. Wasn't sure why she said it like that, but then I saw her walk to the other side of the counter and get the Sprite. I'm not sure if her soda machine wasn't working with Sprite but that's really isn't my fault and I didn't appreciate her making me feel like I shouldn't order that because she's have to walk an extra 10 feet to get it. I was so upset at the way she was acting I tried to read her name tag to get her name, and then I come to notice, her name tag is Upside down. Someone coming to work with the public should look presentable and make sure their name tag is viable and in the correct position. I stared at her name tag for a second until I could read it upside down but as of right now I can't really remember too well but I'm sure It started with an M and I'm sure it was 6 letters long. I think her name was Morgan. As a customer, I want a positive experience no matter where I go. I have never been treated this way at harkins before and I'm not sure what her problem was. But I didn't feel welcomed or appreciated at all. I normally let things roll off my back but being treated this way by someone who should be happy to help me, really upset me. I was in a very good mood, very happy and excited to see this movie and all I could talk about to my date for the first 20 minutes before the movie was how rude she was and how disrespected I felt. It really ruined my night. Don't think I'll be returning to this harkins again.

My daughter attends a day program for adults with disabilities. The day program takes a small group of 10 with chaperones to attend the Harkin's Summer Movies at San Tan Mall. The group has attended the Harkin's Summer Movies in the past. The adults look forward to the outing and love seeing the movies at an affordable price. This year the group was met at the door of the theater by a manager and told that "the theater is not equipped to deal with these type of people". Although purchased tickets were in hand and adult chaperones were there, the group was denied entrance into the theater. This happened after the group had attended the Summer Movies on a previous week at the same theater. A call was placed to the corporate office where we were told "it is for the safety of the children." How is this chaperoned and supervised group of disabled adults a threat to the safety of the children? These adults, through no choice of their own will always be a child in adult bodies. However, they are also very well behaved and are constantly being helped in regards to interacting with other people. They are not a threat to anyone. The corporate office said that there is a possibility that another theater could be opened so that this group could watch the movies. Segregating people because they are different, don't look the same, don't act the same. Sometimes being different makes other people uncomfortable. We LOVE Harkin's. We give away the popcorn shirts and cups at Christmas time. The employees are always friendly and helpful. We attend Harkin's at least once a week. This incident makes us sad. There was no resolution when this amazing, fun loving, caring, hard working, persevering, friendly, forgiving, and accepting group of individuals were turned away from the theater that day. Harkin's at San Tan - I am so disappointed in the behavior of your employees. You are a much better than this!!!!

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.
I was told that my credit card was credited; however, there is no record on this. I called the credit card company and they said there was nothing credited to my account. I also looked at my account online and so no credit. It's possible it takes a long time for this to be documented but my current charges as of yesterday are listed on my account.
Regards,
[redacted]

Unfortunately, Ms. [redacted] did not provide theatre specific details about her experience.  As a result, despite our bestefforts, we have been unable to figure out which of our theatres she attended.  If she could please let us know which theatre she visited wewill happily look into...

this further.

The guest spoke with our District Manager [redacted] and was offered and accepted passes to come back another time as our guest.

Harkins Theatres opened a new theater called Camelview at Fashion Square.

Their new pricing policy is regressive for seniors. This one & only theatre in the chain does not give senior discounts for evening performances. A senior has to pay $14 for a ticket to attend an evening performance. All other Harkins theatres charge $7. This is discriminatory as most seniors are on a fixed income and will not be able to pay the additional charge.

My daughter attends a day program for adults with disabilities. The day program takes a small group of 10 with chaperones to attend the Harkin's Summer Movies at San Tan Mall. The group has attended the Harkin's Summer Movies in the past. The adults look forward to the outing and love seeing the movies at an affordable price. This year the group was met at the door of the theater by a manager and told that "the theater is not equipped to deal with these type of people". Although purchased tickets were in hand and adult chaperones were there, the group was denied entrance into the theater. This happened after the group had attended the Summer Movies on a previous week at the same theater. A call was placed to the corporate office where we were told "it is for the safety of the children." How is this chaperoned and supervised group of disabled adults a threat to the safety of the children? These adults, through no choice of their own will always be a child in adult bodies. However, they are also very well behaved and are constantly being helped in regards to interacting with other people. They are not a threat to anyone. The corporate office said that there is a possibility that another theater could be opened so that this group could watch the movies. Segregating people because they are different, don't look the same, don't act the same. Sometimes being different makes other people uncomfortable. We LOVE Harkin's. We give away the popcorn shirts and cups at Christmas time. The employees are always friendly and helpful. We attend Harkin's at least once a week. This incident makes us sad. There was no resolution when this amazing, fun loving, caring, hard working, persevering, friendly, forgiving, and accepting group of individuals were turned away from the theater that day. Harkin's at San Tan - I am so disappointed in the behavior of your employees. You are a much better than this!!!!

This is the class act of the movie business. I attended a show at the AZ Mills IMAX and the manager went out of his way to fix an issue due to an online ticket provider. Fandango screwed up but Harkins fixed it. We will be Harkins patrons forever.

I visited Harkins theatres located at 83rd avenue on 7/23/14 and was denied a ticket purchase. I was denied buying tickets to a rated R movie because even though I am the father/legal guardian I could not provide proof of that for my 12 year old. I have never in my life experienced something like this before. Worst customer service and I took my business to AMC and will continue to do so from here on out.