Regal Cinemas Northtown Mall

Review: I was told by a worker two days ago that I could bring in my popcorn bowl if I saved it because it was a bottomless and they would refill it. Because of this I only brought enough money for drinks and tickets for me and two friends and when I brought up my popcorn bowl they threw it away and said they couldn't refill it. I told them about the fact that I was told I could but I dropped the subject after they persisted so I wasn't late to my movie despite the fact that I was embarrassed in front of my girlfriend and friend. I was too agitated about the popcorn to enjoy the movie properly and I wish to be refunded for their poor service and information and I refuse to go back until this is settled out. Thank you for your time.Desired Settlement: I would like to be refunded for all three movie tickets I bought.

Business

Response:

Please be advised that our policy, which is standard across the country, is that refills on Large Popcorn Tubs (not bowls) are “same visit only”. Nowhere in our training materials or verbiage is the term “Bottomless” used. I do believe that the local discount theatre, the [redacted], might use that term in regards to their refill policy. During this 2nd visit, the patron did admit to our manager on shift that they bought this tub the previous visit, not on the current day, thus, we had no obligation to refill it, and due to its unsanitary nature, it was disposed of, and the patron did not object after being told our policy. I would like to offer our apologize if they “were told their bowl was bottomless” as they claim from their previous visit by the unnamed male employee, as that is certainly not our policy and our employees do not use that verbiage, but if by some chance our employee did, they are incorrect and not authorized to make that offer. The manager that spoke to this patron onsite at the 2nd visit explained this to the patron as noted and documented here:“Essentially, a customer came in with a used large popcorn tub and requested a refill, but due to its unsanitary appearance and an usher’s report that they had indeed come in with it at the door, I denied the refill, asking if they had purchased it that same day. They openly admitted that they had bought it the day before, but that a male employee said that they would be free to refill it at anytime in the future. I apologized for the misunderstanding and explained to him our refill policy, then proceeded to offer him a combo with a new popcorn. He refused, but said he understood. He did not have any information on who told him about the next day refill, aside from them being a male, but just to make sure I reviewed our current refill policy with those on staff during the said incident.” This patron is requesting a value of over $30 to compensate them for a free value refill. We respectfully deny them this request. However, in the pursuit of excellent guest service we will provide them a complementary free Large popcorn on their next paid visit. If they wish to take us up on this offer I am providing the General Managers contact information on this email, and the patron should contact our General Manager for this offer via email, or telephone, prior to their visit. Email – [redacted]Phone – ###-###-#### Thank you for your time in this matter. [redacted] Office ###-###-#### Fax ###-###-#### Coeur d'Alene - Boise - Nampa - Idaho Falls - Spokane - Kennewick - Bend - Bozeman

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9581041, and have determined that this does not resolve my complaint. This resolution offended me slightly with the rude tone in the text, I understand that a business cannot give out money to stay afloat so I would accept less than what I originally offered but not a free "Tub" of popcorn that I must contact him for, I don't find it even worth the hassle. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Best Regards,