Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** will not honor gift cards that were purchased from the company. They are forcing anyone with a gift card to send in screen shots and emails of the gift card that they stopped honoring. They also ask if you have the receipt ( for a gift card given to children during holidays) they are stealing from every patron who rightfully purchase one of these gift cards and will not honor them online or in person. Regardless of the balance. It's thievery and they should wind up in small claims court if I had my druthers as I was forced to pay out of pocket for something I had already purchased. I'm sure this is not proper business etiquette. Imagine if a small business did this? They would find themselves overwhelmed with litigation. What's stopping me from opening up a store selling gift cards and not honoring them? If they can do it can I? I wind up in a jail cell and that's where ***s CEOs may belong. Stealing from children to line their own pockets and offering no way to expedite the issue until back office approves the card after jumping through hoops and asking personal questions that I don't want the company knowing about me such as my address and phone number. Secondly they say sign up for their "stubs" program to accumulate points. I spent fifty dollars on concessions and it was never added to my account and I feel as though the cashier used their own number. *** has left alot to be desired and they have become new generation American where it's normal to s**** over the little guy.

  Business Response

  Date: 06/24/2024

  We have reached out to the guest directly by email to assist.  I have included a copy of the response below.
  
  Hello ****,
  
  My name is *****, and I am with the ****************** Services team.  I am sorry for any trouble with your gift cards and would like to look into this further for you.  Could you please provide me with your full gift card numbers?  Please note that Gift cards starting with 6006 were frozen to protect the value left on the card from potential fraudulent use/duplication.  If your gift cards start with 6006, we can assist with replacing them.  However, we will need a picture of the front and back of the gift cards to proceed.
  
  I will also be happy to look into any trouble receiving your points for a concessions purchase.  Could you please provide me with a picture of your receipt from your concessions purchase?  If you do not have the receipt, could you please provide me with the name of the theatre you attended, date, transaction total, and the last 4 digits of the card that was charged?  
  
  Thank you!

  Customer Answer

  Date: 06/24/2024

  I would add something to this, I would have left the theatre had I not head 3 kids with me under the age of 10. They allowed a baby to cry throughout the entire movie until someone had a supervisor come in and this baby was sick and should not have been there, I understand its tough being a single parent. The others in the theatre had to go and tell this mother who allowed her children to run around the theatre and blast the phone through the entire movie which eventually I recorded because the lasted more than 2/3rds of the movie and completely ruined our time. I dont think that it should be left for the patrons to have to ask these people after 45 mins to turn down their videos from ******** I understand babies cry, however this baby was in agony and I spent far too much money not to be able to enjoy the movie in peace. Like I stated I would have left if not for the three kids who would have been incredibly heart broken, I will gladly link all the minutes of distracting noise and kids running amock that I recorded which is well over half an hour of a movie which is 94 mins long approximately and this was after 30 mins of non stop noise.

  Customer Answer

  Date: 06/26/2024

  [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 as Answered]
  
   Complaint: 21887184
  
  I am rejecting this response because:
  you guys are making me send numerous copies and screenshots of an email i already sent? How is that my job? To be honest if I have to I can take it to small claims court after the ****** complaint is final. I have already called the toll free line, was referred to the website, asked to submit an email with photos of the front and back for an amount of $26 if this were a payment to any creditor they would charge interest and/or late fee which would compound over time, less the money Out of pocket, which was paid for on a credit card which again accrues interest would probably be just enough for *** not to pay a lawyer the time I would recover if I knew I had to have the "nuclear codes" and "keys to **********" to be denied with 3 children of using a gift. I repeat a gift, how do you expect children and people with gift cards to have the last digits of a credit card that belongs to someone else? Is the required final digits of the buyer/purchaser/customer's credit card on a "gift receipt" and is a gift receipt offered or are the employees trained to print, or even ask if the customer wants a gift receipt? What about cards that were bought or sold 3rd Party such as "gift card sales points" at locations like *********** *********** and ******* for example. Are these receipts going to contain this extra information that most would likely give up on? Just  to be overcharged for popcorn and not have the cashier even ask about my Stub "rewards system" which is why I mentioned even being offered a "gift receipt".

  Ok done being a ***** but c'mon. I am also sorry if your moms name is *****.
  
  
  card#
  *******************
  
  
  Best I can do is try and forward the original email. I do not utilize the same email from laptop to mobile phone.
  Best you guys can do is call : ************** 
  
  
  I'm not in business to rip the good people of *** Theatres off, it seems to be the other way around. What is the amount of unclaimed gift cards still out there?
  
  
  Where is the public notification or on what date was the notice sent out, apparently to protect the card value from what or who precisely and what other personal information was compromised. Lastly who made the decision to lock these cards and why?
  
  
  Written by 
  *******************
  ************
  
  
  On Wednesday, June 26, 2024 at 05:19:18 PM EDT, *** Support <**************************> wrote:
  
  
  
  
  
  
  Please see the summary of your request for assistance from our *** Stubs support team with our response below. Thank you for allowing us to be of service to you!
  
  Subject
  *** Theatres Guest Support Response (Incident # ******-000158)
  
  Response By Email (*********) (06/26/2024 04:19 PM)
  Gift cards starting with 6006 were frozen to protect the value left on the card from potential fraudulent use/duplication. Please email a photo of the front and back of the card to *************************, and our gift card team will coordinate issuing a replacement gift card to you.
  If you have already done this, please send me a screenshot of the original email so I can follow up with the gift card team.
  Customer ********** Email (*******************) (06/24/2024 09:13 PM)
  i have already sent these photos of the front and back of the card and i will send again if needed  
  
  
  On Monday, June 24, 2024 at 12:29:58 PM EDT, *** Support <**************************> wrote:
  
  
  
  
  
  Response By Email (*****) (06/24/2024 11:29 AM)
  Hello ****,
  
  My name is *****, and I am with the *** Theatres Guest Services team.  I am sorry for any trouble with your gift cards and would like to look into this further for you.  Could you please provide me with your full gift card numbers?  Please note that Gift cards starting with 6006 were frozen to protect the value left on the card from potential fraudulent use/duplication.  If your gift cards start with 6006, we can assist with replacing them.  However, we will need a picture of the front and back of the gift cards to proceed.
   
  I will also be happy to look into any trouble receiving your points for a concessions purchase.  Could you please provide me with a picture of your receipt from your concessions purchase?  If you do not have the receipt, could you please provide me with the name of the theatre you attended, date, transaction total, and the last 4 digits of the card that was charged? 
   
  Thank you!
  
  Question Reference # ******-000158
  Date Created: 06/24/2024 11:29 AM
  Date Last Updated: 06/26/2024 04:19 PM
  
  
  
  We've sent you this email because we know how much you love the movies.
  If you'd rather not receive messages like this from ***, click here to update your email preference.
  This email was sent by: *** Theatres, ***********************************
  Terms and Conditions
  Contact Us  |  Privacy Policy
  2018 ***
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/28/2024

  Reviewed details provided. The appropriate internal teams at our corporate office have been notified regarding a replacement for the *** gift card.
  
  As for the concessions purchase where points were not added, guest will need to respond to our email sent on 06/28/2024 at 09:12 AM CT. We have requested that the guest provide additional details on the purchase to help locate the transaction in our system. Incident 240624-000158 for reference, if needed.