Alamo Drafthouse Cinema

4 User reviews

ALDickson

• March 25, 2024 US

Charged my card without permission or knowledge

I have been a loyal customer of the Alamo Drafthouse for several years, and have been a Season Pass holder for nearly as long. I canceled my membership within the past several months because of income but wanted to sign up again so I could get tickets for my son's birthday movie, and then see other movies the remainder of the month. Regardless of if it's hidden among their terms, they do not make apparent that when you cancel a subscription you can't sign up again, and have to write to them so they can start a subscription again. I only found this out after on Friday evening of March 22, I tried to sign up only for the app to continuously tell me I already had a subscription, when I didn't. I even attempted to uninstall and reinstall the app, which of course didn't work so I wrote to them to let them know about the issue. Of course since their customer support was already closed for the weekend, I had to wait until today to hear back even though the tickets I wanted were selling out. This isn't even the problem. The person who eventually wrote to me (telling me they are the manager for subscriptions and there was no one above them I could speak to to express the following concerns), charged my card without my explicit consent and put me back on the subscription. When you try to sign up for something 3 days prior, that isn't consent for them to charge your card 3 days later without your consent or knowledge. The person said that they don't let you resubscribe because of "security concerns" (which honestly, what concern would that be, I don't know another subscription service that does this) - ignoring the fact that THEY created the largest security concern possible by charging a customer's card without permission. Regardless of the fact I wanted the subscription, anything could have happened in that three days and they should have written me first, explaining the policy, and ASKING IF I wanted my card charged to restart the subscription. A lawyer would have a hay day with this. And then the person refused to let me speak to anyone else, did not apologize - until their last email in which they gave the standard "it wasn't our intentions" line - or offer anything else (except covering themselves by asking if I wanted refunded after I initially wrote back to them). I have only used Alamo as my cinema since I first started going several years ago, and I spent hundreds upon hundreds of dollars there between my subscription, other tickets, and food (which, by the way they've over inflated while reducing in size and quality beyond what is okay), and yet this one "manager" took inappropriate action in charging my card without my consent or knowledge, refused to apologize, and refused to let me speak to anyone else about this very SERIOUS matter. As such, I have now requested they cancel and refund my subscription, and I will no longer be a customer of Alamo, despite the fact I dislike your standards cinemas, because this is not forgivable. Edit 3/30: Still no response after reviewing here, on BBB, and on social media. Shows how little they care about customer support. I had even said I would consider remaining a customer if they tried to make amends/apologize.

Vi

• January 16, 2024 US

They denied me and my friend entry…

They denied me and my friend entry because we didn't have a adult and we were under the age of 18 their excuse was they have a bar so does Amc but they don't care what age we are and they scanned our tickets and didn't give us a refund they stole 20 dollars from me. They are so dumb NEVER GO THERE IF YOU aren't 18

Tracey Tjeerdsma

• September 12, 2023 US

Such lack of compassion

I just went to the movies with my family. Two members are in town on leave from the navy visiting us before deployment. We wanted to enjoy a great time out and I thought I'd take them to the Westminster Colorado alamo house. I bought 10 tickets! NOT knowing if someone would be 15 mins late,they wouldn't be let in. One of our family members is a 16 year old that was running late from cheer practice. When she arrived, they told her she couldn't go in. The theater had maybe 20 people total (including our party), people going in and out to the bathroom, servers RUNNING ba k and forth, servers bringing food amd drink. This poor 16 year old was STRANDED because she was dropped off. One of our party had.to also leave the movie to take her home! I'm so disgusted by the lack of compassion and empathy! How dare "you" not allow this kid into the movie. She wasn't disrupting anything and was left alone. Three of us had to go out and make her feel better, talk to the manager, who still wouldn't let her simply WALK to her seat! We even told them she was only 16 and would be left alone! How dare them! To top it all off, our server put an upside down cross on our ticket! I'm so disgusted by all this. We are very respectful, caring, helpful, people. We will not be returning. You may not care, but just us and my family are 6 different families who did regularly visit The Alamo House. We might not be a lot of people, but just the loss of us and other after I leave reviews, should cover our ticket prices. I don't want anything in return. I need you to understand what happened and what you did. How disgusting!

Neikss Neikss

• April 23, 2023 US

Just information stick to AMC

I was a former worker there. As a guest I’ve been waiting to make my reviews! Let’s get to it !!!! Don’t everrrrr go there when it’s packed that means other theaters are packed too with little to no staff available. The cups are dirty so are the utensils.utensils have rust and old food still on it “ oh it’s dark in theaters they won’t see it “ managers say and some servers . Theeeeee food , always cold or Luke warm so if need may just eat before you get there . If you choose to eat there just know that the kitchen staff will serve you a hot burger but your fries will be cold . Sometimes the chicken tenders are undercooked. Or how about you don’t even receive your food but being charged LOL. It really sucks there because they are understaffed and don’t give workers their breaks . They said “I’m the worst customer ever “,because I’d send my food back to be cooked to my liking .( shrugs) I’ve gotten the bug from eating there … not only me but some of the staff and two of my friends that attended had told me they got sick after eating there …. Maybe because the cooks are leaving out the food violating food codes and temperatures… yup but that’s all folks . Oh and the managers are racist …. If you’re BLACK AND LOOK BLACK as a guest you are considered to be not able to pay for your food . Be mindful when you go there the one on STATEN ISLAND.