Theatre
Studio Movie GrillThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Theatre.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Studio movie grill in the highlands in ********* ** stole $106.16 from me and refuse to refund my money after I sent them proof of me being charged twice by them 2 different charges on the same night! I should have only been charged 1 time for $124.98 ! I want my money back asap!Business response
09/13/2024
Hello,
The $106 charge is a pending charge being held by the customers financial intuition and should drop off within 3-5 business days. The only final charge being posted on Studio Movie Grill's end is for $124. Thanks!
Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We accidently purchased tickets for the wrong date/time (9/7/254 @ 11pm, instead of 9/8/24 @ 11am) for Beetlejuice Beetlejuice, and did not realize it until the next morning (Sunday 9/8) when we arrived for the movie. The front desk at the ********** location said they could not return our tickets but to contact guest services on the website. So we repurchased tickets for the correct time and also emailed the guest services about a refund for the wrong movie that we never attended the night before. We have not been able to get ahold of a single person over the phone for the past 3 days, and the only email response given is an auto response of how to do this on the website - this doesn't help as it just tells you to email them or do this within the hour of purchasing. We frequent SMG, and would like to continue to do so. We request a refund on our tickets that we didn't use that were purchased by accident: Confirmation Number - WMM2TGK for $35.50.Business response
09/10/2024
Hello,
Guest was issued a gift card for purchase. Studio Movie Grill has a no refund policy on tickets as all purchases are final. SMG offices were closed on Saturday/Sunday, which is what caused the delay in response.
Thanks!
Customer response
09/13/2024
I have reviewed the business response and appreciate the gift card that equals a refund.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a gift card I previously purchased from this company. They used to have a location in my city. However, they now have no locations in my state. I called and left a voicemail to get refunded. I also then filed out an online web form. Nobody has contacted me from your company about this issue.Business response
09/07/2024
We were unable to issue a refund for this gift card as the location was closed down. The guest was reached out to but did not answer.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I accidentally bought tickets to a showing for the wrong time I wanted and tried contacting the theater to get a solution to my problem. There were no answer after many attempts and the movie was starting in like 10 min when I started calling.Business response
07/15/2024
***** was issued a gift card for his ticket purchase.Initial Complaint
03/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 1st the kitchen had an fire incident in which I was refunded amount to my credit card because we were unable to order from the kitchen. The representative did not refund my card in the amount of $48.63 and I was still charged. Requesting a full refund because the manager could not help me within the theatre.Business response
03/18/2024
Guest was refunded. Refunds take 5-7 business days to reach bank account.Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was changed for another person food, and to this day my request for a refund is "pending" and it been over a month when it was last changed. They refused to contact me or try to help me in any way. They stole my money. Below I attached the support chat we had, and the bill they charged me with, it is the 2nt one.Business response
01/19/2024
Hello,
This guest has been issued a refund along with passes to return.
Customer response
01/23/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I tried to resolve this with the business and immediately called when I realized what happened and they made me go online and would not take into consideration a honest mistake. I was trying to book movie tickets for a Saturday. I did not realize my browser defaulted to Thursday when it refreshed. It was 12pm and I thought I was booking a movie for 11:45am on Saturday. When I realized it booked for the same day (Thursday), for a show that started 15 minutes earlier, I called the business. They directed me to submit a email, as you can only cancel tickets an hour before the show started. I tried to explain the show had already started, so I wasnt sure why it even let me book it. No one even looked to see that I had booked it after the show started or that I never scanned the tickets at the kiosk to see that show. I would like them to understand it was a honest mistake and to refund my tickets for confirmation code WRFPBPN.Business response
07/13/2023
Our online policy states that we cannot issue refunds for a movie after the movie has started. I went ahead and issued the guest a gift card as a reimbursement.
THEATER TICKET REFUND/EXCHANGE POLICY
Box Office / Kiosk: Tickets purchased at the box office / kiosk can only be refunded or exchanged up to 1 hour prior to the listed show time only at the box office. Refunds and exchanges are not available over the phone or online.
Studio Movie Grill Website (9 tickets or less): Tickets purchased on studiomoviegrill.com can be exchanged or refunded up to 1 hour prior to the show time. You can refund you order by clicking here. Please ensure that your email address and card used for the order is an exact match. This will refund the entire order. Any partial refunds will have to be done in store at the box office. If you and are looking to change seats, show times, movie or location, you can either exchange the tickets at the box office or refund the original order and repurchase tickets for the new selection. If a promotional item is used during the purchase, please review the terms and conditions as some items are one time use codes. If this is the case, you will need to exchange the purchase in store. Online service fees are non-refundable if refund of exchange is handled at the box office.
Studio Movie Grill Website (10 Tickets or More): For online reservations with 10 or more tickets, refunds or exchanges are only available at the box office up to 1 hour prior to show time. Online service fees are non-refundable if refund of exchange is handled at the box office.
3rd Party Purchases: Tickets purchased using third party services such as Fandango, ATOM Tickets, or MovieTickets.com can be exchanged for another movie at the box office up to 1 hour prior to show time. No refunds are available for tickets purchased through third party services.
OTHERWISE, ALL MOVIE TICKET SALES ARE FINAL AND PURCHASES ARE NON-REFUNDABLE. At the time of your purchase, SMG removes your selected seats for the chosen show time from our inventory. While this allows us to provide our guests with the benefit of guaranteed seats, it also prevents SMG from reselling the tickets in the event you do not attend your chosen show time. EXCEPT FOR REFUNDS OR EXCHANGES ALLOWED ABOVE, PLEASE NOTE THAT TICKETS PURCHASED ARE ONLY VALID FOR THE **** TITLE, LOCATION, DATE, SHOWTIME AND SEATS LISTED ON YOUR TICKET(S)/CONFIRMATION. WE URGE YOU TO CONFIRM YOUR DESIRED SELECTIONS BEFORE PURCHASING YOUR TICKETS. In the rare event that a show is cancelled or the theater is unable to honor your tickets, you will be entitled to a gift card credit or ticket exchange. All 3D movies have a 3D Experience Charge. This charge also applies to all coupons and passes being used.Business response
07/17/2023
Our online policy states that we cannot issue refunds for a movie after the movie has started. I went ahead and issued the guest a gift card as a reimbursement.
THEATER TICKET REFUND/EXCHANGE POLICY
Box Office / Kiosk: Tickets purchased at the box office / kiosk can only be refunded or exchanged up to 1 hour prior to the listed show time only at the box office. Refunds and exchanges are not available over the phone or online.
Studio Movie Grill Website (9 tickets or less): Tickets purchased on studiomoviegrill.com can be exchanged or refunded up to 1 hour prior to the show time. You can refund you order by clicking here. Please ensure that your email address and card used for the order is an exact match. This will refund the entire order. Any partial refunds will have to be done in store at the box office. If you and are looking to change seats, show times, movie or location, you can either exchange the tickets at the box office or refund the original order and repurchase tickets for the new selection. If a promotional item is used during the purchase, please review the terms and conditions as some items are one time use codes. If this is the case, you will need to exchange the purchase in store. Online service fees are non-refundable if refund of exchange is handled at the box office.
Studio Movie Grill Website (10 Tickets or More): For online reservations with 10 or more tickets, refunds or exchanges are only available at the box office up to 1 hour prior to show time. Online service fees are non-refundable if refund of exchange is handled at the box office.
3rd Party Purchases: Tickets purchased using third party services such as Fandango, ATOM Tickets, or MovieTickets.com can be exchanged for another movie at the box office up to 1 hour prior to show time. No refunds are available for tickets purchased through third party services.
OTHERWISE, ALL MOVIE TICKET SALES ARE FINAL AND PURCHASES ARE NON-REFUNDABLE. At the time of your purchase, SMG removes your selected seats for the chosen show time from our inventory. While this allows us to provide our guests with the benefit of guaranteed seats, it also prevents SMG from reselling the tickets in the event you do not attend your chosen show time. EXCEPT FOR REFUNDS OR EXCHANGES ALLOWED ABOVE, PLEASE NOTE THAT TICKETS PURCHASED ARE ONLY VALID FOR THE **** TITLE, LOCATION, DATE, SHOWTIME AND SEATS LISTED ON YOUR TICKET(S)/CONFIRMATION. WE URGE YOU TO CONFIRM YOUR DESIRED SELECTIONS BEFORE PURCHASING YOUR TICKETS. In the rare event that a show is cancelled or the theater is unable to honor your tickets, you will be entitled to a gift card credit or ticket exchange. All 3D movies have a 3D Experience Charge. This charge also applies to all coupons and passes being used.Customer response
07/17/2023
I have reviewed the business response and accept this resolution.Initial Complaint
07/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Saturday, June 23rd, I went to the Studio Movie Grill location located in ****************. I purchased food and they add an automatic gratuity of 18% to the check so my bill was $29. The server never came back with a checkbook for me to sign off on the receipt or anything so we end up just leaving however, Wednesday, June 28 I check my account and I see a $10 charge from Studio Movie Grill. so I feel that the server wrote in a tip and signed off on the receipt and they charge my card $10 for her tip when I never authorized to give a tip because she never brought the checkbook back. So studio movie Grill in ******** owes me money and I feel like they committed fraud. Also a call the number to their location. I cant get into contact with anybody. I left a voicemail. Nobody has reached out to me. Ive emailed nobody has reached out to me.Business response
07/11/2023
We responded to this guest on June 29th at 1:44pm and never received a response back. This is an incremental charge that is only pending and is being held by the guests financial institution.
Guest Services (K)
June 29, 2023 at 1:44 PM
Hi Erielle,
Normally you will be charged a $15 pre auth charge, along with an incremental charge (this is the difference between the total and the pre auth charge) then these two charges will drop off and you will see a final charge which includes the tip. I am sorry for any confusion on this matter. If you have any further questions, please let me know.Business response
07/12/2023
We responded to this guest on June 29th at 1:44pm and never received a response back. This is an incremental charge that is only pending and is being held by the guests financial institution.
Guest Services (K)
June 29, 2023 at 1:44 PM
Hi Erielle,
Normally you will be charged a $15 pre auth charge, along with an incremental charge (this is the difference between the total and the pre auth charge) then these two charges will drop off and you will see a final charge which includes the tip. I am sorry for any confusion on this matter. If you have any further questions, please let me know.Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased 2 tickets with food and refreshments. The customer service wasn't professional at all. The food was terrible it came out old, I watched the servers pass our food around because they didn't know where the order belonged. The food was old,dry and hard. The amount I spent should have provided fresh food. I brought it to the attention and they acted like their hands were tied and couldn't provide a refund. I was given the general number and have been calling for several weeks. I also noticed they stole money from me.Business response
03/15/2023
Business Response /* (1000, 7, 2022/12/15) */ The guest was originally contacted multiple times and the Gm never got a response back, the GM reached out again and no response. He finally was able to reach the guest after multiple attempts and she was taken care of, and the extra charge was for tickets.Initial Complaint
10/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Studio Movie ********************* case, September 4, 2022. AMEX card (Transaction ******) on $32.40. Anthony C******* supervisor did not issue a refund after purchasing tickets with the Fandango ONLINE service. I was told to leave the theater after I complained about stale popcorn for movie entry passes for theater 2 to see Breaking the movie. Furthermore, I felt Anthony C******* singled out me and my wife because of our race African American. When I questioned why I had to leave he said I questioned an employee underage. I brought this to Manager Phillip S***** he was very insensitive and failed to respond and do nothing about how I was treated and failed to call me.Business response
02/02/2023
Business Response /* (1000, 7, 2022/11/16) */ Studio Movie Grill's commitment to its community is to provide a positive movie going experience for all guests. During the visit this guest brought to our attention that the quality of food and service was not to the caliber that is expected. The guest was offered a refund and only asked to leave the building after entering an unauthorized area of the theater and speaking harshly to an underage Team Member; making her feel nervous and frightened. Upon receiving the email indicating the wrong amount was refunded, the General Manager reached out and offered to make the correction but did not hear back from the guest.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.