I could sense he was getting all in his feelings and kept saying petty stuff like:
Walked into theater and it was absolutely trashed. We had to clean our own area prior to the movie. Guy eventually walked in to clean up, grabbed two cups and disappeared. Only good thing was the ease of grabbing our tickets.
Him:......(silence....proceeds justifying himself)
Relax people, it's a theater, and there's a no-bag policy for a reason. It's been that way with most theaters since I was a kid back in the 80s.
Me: I don’t mind waiting.
My husband and I watched a show (Thor Ragnarok) 6:30pm (11/09/17). We had lost one of our phones and thought that perhaps we had dropped it in the theater where we were sitting (handicapped seats on the far right side). We just got home when we noticed the phone was missing then called the theater immediately. First call no answer. Second call a man answers and says “...nothing has been turned in...a cleaning crew does a final cleaning for the night, try calling in the morning”. My husband then asks if he can have someone check for us. He says “...no because we don’t want to disrupt the current show that’s on, try calling in the morning.” My husband says, “Ok, thank you.” And hangs up.
Me: Hi my husband just called about a lost cell phone.
Me: You have a customer behind you. (Probably wants to buy a ticket)
If you can’t handle your emotions and be professional...DON’T WORK IN CUSTOMER SERVICE PLEASE!!!
Him: Yes!
Me: Have a good night.
That's what it's like going to the Grand. Great theater, but oh my god is it expensive. I've not had the issues that everyone else seems to be complaining about with poor service... nor do I place my theater enjoyment so high in priority that I'll threaten to withhold my custom if someone so much as blinks oddly at me.
STORY TIME!!
Him: it doesn’t matter.
“I hope you don’t think that it’s our fault that you lost your phone...”
Me: Yes I did. It was right where we were sitting. I just wanted to let you know that it would have been nice if someone could have ran in there real quick and checked for us. It would have been a big relief to know that it was found and safe and would have saved us the second trip down here tonight since we live 25-30 mins away.
“How would you feel if someone disrupted your show and turned on all the lights just to look for a phone” What I wanted to say ( but didn’t): REALLY?That’s not what I asked for. Stop being dramatic.
Him: Did you find it?
I find out later that this guy is a “red shirt” kinda like a supervisor or something.
We felt like the guy was just being lazy and didn’t want to check so we end up driving the 25-30 min back to the theater. I go to the ticket person and tell him I might have left a phone in the theater and he says, “No problem, you can go ahead and check.” I ducked across the theater, turned on the flashlight to my phone as discretely and quietly as possible and found the phone quickly. Literally like 10 seconds.
Me: There were like 10 people in there and no one was sitting in that whole row where we sat.
Him: Yea, and I’m standing here talking to you.
Personally, the only negative issues I've had with watching films at "The Grand" are traffic and feeling like I've been robbed by a polite mugger. Now I completely understand that the employees at The Grand have nothing to do with traffic, so that's peripheral to the real complaint...
Him: Well we don’t do that here. We can’t go in and disrupt the theater.
Him: (rolls his eyes) and turns around to the customer behind him. (No “sorry for the inconvenience” or “thanks for the input we value our customers” NOTHING! Just a petty eye roll.
The 3D movie we paid for and were excited to watch was NOT in 3! The glasses were a MAJOR pain to wear until we finally took them off. We were the only two in the theatre. When I informed an employee of this there was not so much as empathy or apology. He could only tell us they must have run the film in 2D. This is unacceptable in my opinion. I am very disappointed.
(YET, THEY LET ME GO IN AND....“DISRUPT THE THEATER”)
He then gets petty with me and says:
Me: “Of course not. I’m responsible for my belongings. (I’m an adult)
They DEFINITELY need to do some retraining if this is how your higher up employees conduct themselves.
Me: Look, I don’t want to make this a bigger deal then it is. I just wanted to let you know my input as a customer that’s all.
Me thinking that perhaps the theater would value their customers input, I proceed to let him know about our experience.
I couldn’t believe this guy just said that. Wow!
Fabulous!!! Went to see murder on the orient express. Great time. Staff was super friendly and theatre was clean and comfortable. Will be back soon.
Since I noticed his pettiness, I was not going to argue with this grown petty man who definitively should NOT be working in customer service. I’m not one to argue or make a scene.
As I’m walking out of the theater and approaching the ticket person I looked towards the customer service desk and noticed an older man slouched in his chair, hand under his chin, looking bored. He makes eye contact with me then turns around. I then ask the ticket person if that’s Scott (same guy on the phone) he says yes.
This experience really sucked because we enjoy going to this theater. And all because one employee with EXTREMELY POOR customer service.
Me: Is that a policy here?
Have you ever been mugged? Have you ever been mugged and come out of it having rather enjoyed the experience until to looked in your wallet and you realized that maybe it would be cheaper to purchase and swallow a brick of gold?
The Grand Theatre is a US Movie Theater based in Panama City Beach, Florida. The Grand Theatre is located at 500 Pier Park Dr, Panama City Beach, FL 32413, USA.
Please contact with The Grand Theatre using information above: Address, Phone number, Fax, Postal code, Website address, E-mail, Facebook. Find The Grand Theatre opening hours and driving directions or map. Find real customer reviews and ratings or write your own review.