Complaints

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience today was both humiliating and frustrating. I am disabled and obese . I can't stand or walk for very long and I can not fit in regular chairs with arms being a larger man . I explained this to the nice lady at the counter . She assured me that they would figure something out for me. Enter the so called general manager Jeff C******. I explain to Jeff that I am too wide to fit the office chairs in the theater. He said that's all we have so I will refund your money . I ask if we could just use one of the chairs in the bar area they don't have any arms . He tells me NO . No explanation. I ask again saying I would really like to see stay for the movie. He told me that he will not take a chair from the bar i to the theater. That the seats inside the the theater is what they have take it or leave it and that he will go get that refund. I then ask Jeff if I can bring in a chair from my car that I can fit in . He says NO . Again no explanation. I ask why . He says that unless it is a wheel chair I will not be allowed to have a chair brought in . So given every opportunity to compromise and handle this situation Jeff saw fit to deny me access to watch the movie . I asked him repeatedly if he was openly denying a handicap person a way to watch a movie in this theater. He refused to answer . I asked yes or no are you denying me the ability to being in proper seating to give me access to see the movie . He then said I am done with you and got very indignant. He then Pontificate how I have to be in a wheelchair and he has told me such over and over . He then said I have to leave . I told him I am disabled and I can not move fast and I would stand when I physically could . He said I have no choice leave now . Again I am disabled the stress is not helping my ability to stand and make my way to the door . He then said he will have me removed by force . I again had to explain I am disabled and I can only move as fast at my body allows .

• Initial Complaint

  06/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If ONLY one less of a star could be given. Our location was XXXXX N Central Expy Dallas, TX XXXXX. My family and I have been coming to Studio Movie Grills since 2016. We lived in FL when we first started going to Studio Movie Grills. We were estactic when we found out that TX had locations. The one thing that my family and I enjoy doing is movies. I understand that people don't always have the best experiences but I would not be writing this if I didn't think it was absolutely necessary. Being that I have past hospitality experience, I often understand that this job isn't for everyone. My family and I recieved less than 100% customer satisfaction. My wife was having an issue with our drink order that we placed on line. After speaking to Ivan the kitchen manager and Tristan neither were able to come up with a solution to meet customer satisfaction. What my wife was told is that we don't do comps. First of all, that is not at all the way any customer should be treat. My wife wasn't even offered an apology for the miss understanding. We wanted a Strawbwerry Margarita pitcher (frozen). My wife placed special instructions when ordering online. The drink had been made and it was mango instead of strawberry. It's pretty sad to have to sit through my 6:30 showing just to be writing how terrible of an experience this is. We spent $200 dollars just for our family outing. As if times aren't already hard it would have been nice to have our simple issue resolved. I would suggest getting managers that know how to be empathetic and also know how to problem solve. I often see too many times now a days where people will hire anyone to show up for work. That's firmly why I do believe that business go out of business because there aren't enough caring people. I also would like to mention that the food at this location is just awful. Our pretzeles/queso was cold, fries soggy like they had been sitting. Reviews matter which I hope other customers will see mine and think TWICE

  Business response

  08/24/2022

  Business Response /* (1000, 10, 2022/07/19) */ Below was the incident, that had happened with this guest. The guest ordered her own pitcher through the app, but ordered incorrectly. The manager fixed it for her, with no charge. However, she demanded a new one, which we can not do. The manager tried to be nice and reasonable with the guest. However, due to her becoming rude with management this is why the guest was not compensated for her experience. Below is the managers story of the experience with the guest. If you have any further questions, let me know. We have a super rude customer that just got done talking to me at the bar. They ordered a frozen pitcher of mango margarita through mobile. She tried to take it back to add strawberry swirl. I said no problem I can add it with no charge. Then she says she wants to remake her pitcher. I told her I wasn't going to waste this pitcher, I will add the strawberry into it. She got loud telling me how to do my job to just comp it and get it done. I told her sorry, you rung it in with only mango and you returned it because you wanted strawberry as well. Next time, we can give you service with a server because you made a mistake. After multiple times of her not getting it, I offered to give guest services email and she didn't want it. She wanted me to do "my job". Then she said I spit in her drink. I said mam, I'm holding on to the drink to fix it for you and I am literally talking to you. I said we have cameras at the bar, you know I didn't spit in it. She said because I was talking to her while holding it, I was spitting in it. I was being super patient with this customer and all the servers and bartender clearly sees she's going above and beyond on the situation. She tried talking to another manager, Tristan, and he told her he wasn't going to undermine another manager. She has my name and Tristan as well incase she decides to email yall. brittani jones guest services studio movie grill p: XXX-XXX-XXXX, option 5 opening hearts and minds, one story at a time.(r)

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 3/22 i attended a movie showing expected to start at 745pm. We arrived early just and the movie stopped playing we decided to wait for a few minutes as mgmt. sd it would be 10 minutes well almost 45 minutes later after we already ordered food! we ended up leaving and didnt even consume the food we left it there!. After contacting several managers both local and corporate, no one would refund my money. This is **** poor customer service and i would never return to studio movie grill ever!

  Business response

  06/22/2022

  Business Response /* (1000, 9, 2022/04/29) */ She came in to Watch (X at 7:45pm) this past Tuesday March 22nd. We did have some technical difficulties in theatre 3, we did lose Picture/Sound for about 15 minutes. I made an announcement and handed out guest passes for the inconvenience. The noc fixed the issue and the movie got up and going. Ms. ******** called earlier today and informed me that we accidently added an additional tip, and that she didn't stick around for the rest of the movie. I explained to her that it wasn't an additional tip but our new 18% service charge. She was still very upset and demanded a full refund, she did state that she received all her items. She also received guest passes and was offered a gratuity refund. Consumer Response /* (3000, 11, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lies I was never offered any refund!

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the SMG Director Access plan where you earn points and discounts for your purchases. I have almost 3000 points and have not received the ebonuses that are supposed to be the benefits of the director plan. I have emailed and called but have not received a reply from the corporate office. Information in the help section of their website indicates that as of January 2022 the company is aware of the issues with the plan but don't state what they're doing to rectify the problem and it is now March. They advise you to contact their Guest Services but to not reply to my communications is very unprofessional from a major company and encourages me to no longer spend my money with this company. If you're not going to provide the advertised benefits of the plan, they should discontinue the plan and refund all members.

  Business response

  04/07/2022

  Business Response /* (1000, 7, 2022/03/23) */ ****, Thank you for contacting Studio Movie Grill Guest Services! I have redeemed your points (XXXX) and issued you a $30.00 ebonus card for your points. This gift card will be from sender *************************@cashstar.com. If you do not see this email in your inbox, please check your spam/junk folder. Thank you for your patience and understanding on this matter as our operations team continues to try and resolve this matter. If I can help with anything else, just let me know! Thanks, Brittani Guest Services Consumer Response /* (2000, 9, 2022/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩