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Business Profile

Theatre

Studio Movie Grill

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

This profile includes complaints for Studio Movie Grill's headquarters and its corporate-owned locations. To view all corporate locations, see

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Studio Movie Grill has 5 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I have a new Internet protection software, that is blocking Studio Movie Grill. Further, my protection software said I needed to contact Studio Movie Grill so they could undo the block. I have emailed them many times, I have called the corporate office, with absolutely zero response. No one answers the phone at corporate and when you leave your name and phone number and why youre calling, they never call you back. I cant go online to buy movie tickets. Its the only theater around me and Ive enjoyed going over the years. Now Im blocked, all my computers not just my cell phone. I dont know why theyre ignoring me, I dont know why they dont at least respond. Im beyond frustrated. The only way I can buy movie tickets now is to go in and buy them, and you have to buy the blockbusters ahead of ******** cant walk in and get a movie the same day. So I wont be going back to them I guess Ill just wait until it comes out on TV.

      Business Response

      Date: 06/23/2025

      The guests account has been fixed.

    • Initial Complaint

      Date:04/02/2025

      Type:Product Issues
      Status:
      Answered
      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.
      I've gone to ************* locations for MANY years. I've gone to the point I'm truly convinced I'm being singled out during my movie experiences. To name a few things, I signed up for the rewards program and it stopped working and I lost everything. A server spilled a drink on me. She didn't apologize. After I spoke to the manager, he gave me expired movie passes. When I purchase tickets at the kiosk, the ticket desk person always stop me and ask to see my tickets yet I see others purchase their kiosk tickets and go directly to their movie. The latest incident happened today April 1, 2025. I was asked for my divers license in order to purchase my tickets. While I felt this was not right, I asked the lady why? She explained to me that *** has been having a lot of theft lately and if the name on the credit card don't match the DL, we can't purchase tickets. I asked if she could show me the policy stating we have to show our license, she pointed to some paperwork behind the desk, not actually showing me the policy. Once I got to my seat I asked for a manager and she explained the same, stating that *** has had a lot of theft going on. I asked if I purchase tickets at the kiosk what happens? She then said *** have to trust that you are the actual person but the ticket desk is required to asked for Drivers License when purchasing ******************** tickets with a credit card. I told her that made absolutely no sense. People can/will just purchase at the kiosk. She also stated the policy is on the website. When I checked the website, no such policy is stated. When leaving I asked a customer were they asked to present their Driver's License when using their credit card and THEY SAID NO!! If this will be policy in the future fine. I probably won't ever attend *** again should that happen. But if it's not SMG procedure, I would like SMG to stop singling me and my family out and treating me different from it's other customers and allow me to enjoy my ******************** experience in peace.

      Business Response

      Date: 04/21/2025

      The guest was reached out to multiple times but did not answer.

      Business Response

      Date: 04/21/2025

      The guest was reached out to multiple times but never responded. 

      Customer Answer

      Date: 04/28/2025

      I am rejecting this response because:   I received a couple of missed calls from Studio Movie Grill but they left no message, no phone number, or no person of contact. When I tried calling the phone numbers back, it said they were receiving no phone calls at that time. I would prefer written communication moving forward. Again, this is the lack of service I've dealt with numerous times. At this point it's probably better I no longer choose this theater. If they would like to truly correct the situation regarding their service they can email me.

      Thank you,

      ****** *******

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We went in to see a movie on 3/1/2025 at 6:30 pm called ********** in ****. We sat down, ordered food, and waited for the movie to start. There were 9 of us that attended together.When the movie started, the screen wasnt showing the full picture and was roughly half the size of the screen which made it very difficult to see. It took about 30 minutes to find a staff member to ask why the screen wasnt messed up and they simply said they were getting a manager. About 45 minutes into the movie we finally got our food, and yet the screen was still messed up. A different waiter then proceeded to tell us that the screen had actually been broken since 5 pm and it was just stuck like that. We asked to speak to a manager again and the waiter said they would get one. No manager ever showed. When the movie ended, we attempted to speak to a manager again and a staff member by the name of ****** told us the manager wouldnt see us. He said they knew the screen was broken before the movie yet didnt tell us anyway. Had we known the screen was broken we would have rescheduled the movie or not ordered food. The studio movie grill said their policy was only allowing a refund 1 hour prior to the movie, yet they knew the screen was broken longer than that. It doesnt feel right that we werent informed of this, and werent given a refund and also not once was a manager willing to talk to us. Poor ****** had no authority to do anything to help remedy the situation and he had to tell us a manager wouldnt come out too.

      Business Response

      Date: 04/23/2025

      Hello, 

      The guest was issued 10 F&B vouchers and passes. 

      Customer Answer

      Date: 04/24/2025

      I am rejecting this response because:   I was only given 2 passes. The business said I was given 10. This is yet another inaccurate statement from the business. 

      Business Response

      Date: 05/15/2025

      The party was given passes an food vouchers for everyone in the group. I have attached the managers response below. 

      Sorry for the late response *** *** had spoken with these guests and he recalls telling them while he was at box that we had issues with the screen but if they wanted a refund, we would give them one they chose to stay instead. As I was leaving I was asked to comp off a pitcher of Margarits because they said they couldn't taste the alcohol so I had the server show **** whose the bar manager what she thought of the matter to which she saw the pitcher and stated they drunk half the pitcher and would have to pay unfortunately to our understanding they left the glasses full of ********* at their seat. So from my understanding *** *** had taken care of the issue with the ladies but there husband came up to box and didn't talk with a manager about not wanting to stay for the film until after the movie was over.

       

      I already resolved this issue. I spoke to the guests and gave them guest passes and $10 F&B vouchers. 

    • Initial Complaint

      Date:09/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:09/10/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 09/13/2024

      I have reviewed the business response and appreciate the gift card that equals a refund. 

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:06/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 07/15/2024

      ***** was issued a gift card for his ticket purchase. 

    • Initial Complaint

      Date:03/03/2024

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 03/18/2024

      Guest was refunded. Refunds take 5-7 business days to reach bank account. 

    • Initial Complaint

      Date:01/04/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      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

      Date: 01/19/2024

      Hello, 

      This guest has been issued a refund along with passes to return. 

      Customer Answer

      Date: 01/23/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/13/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      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

      Date: 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

      Date: 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 Answer

      Date: 07/17/2023

      I have reviewed the business response and accept this resolution. 

    Studio Movie Grill is NOT a BBB Accredited Business.

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