| Bow Tie Cinemas |
| Bow Tie Cinemas - Harbour 9 Annapolis, MD Nathan Hurd Worst Customer Service Experience EVER Annapolis, Maryland |
| 16th of Aug, 2011 by User411575 |
My complaint is against the corporate office for Bow Tie
Cinemas, Inc. regarding my experience in their Harbour 9 Annapolis, MD
location. A friend and I purchased our
movie tickets online. When we arrived at
the theater and attempted to print these tickets we were unable to do so and
were directed by the staff to 3 different people until we connected with the
manager. I gave him my credit card so he
could verify the info and print out the tickets from the back office. This took approx. 15 min in which the movie
subsequently had already started and there were then 3 other couples waiting to
speak with this manager because they had experienced the same problem. Once the manager, Nathan Hurd, came back out
to speak with us, he did not hand us any tickets, just said we were fine to go
into the movie. I asked him what had
taken so long and commented that the movie had already started and he seemed
unconcerned offering no apology or services that could have turned our night
right around. When we suggested that he
should offer us something like discounted tickets or our drinks at no charge
from the snack bar, this manager actually laughed at us seemingly trying to
impress his employees around him and so that no he could do no such thing. We proceeded to inform him that his attitude
was less than professional especially because there were other customers
waiting to see this same movie and couldn't print out their tickets and were
waiting for his assistance and that we were also not paying for the 2 soda's
that we had gotten from the snack bar due to his lack of customer service. After the movie, this same manager was
waiting for us outside the theater and informed us that if we were not going to
pay for these drinks that he and his general manager, Michael Porter, were
going to press criminal charges against my credit card. Mr. Hurd also made a scene while telling us
this making sure that not only his employee's could see and hear what he was
saying but also the 50 or so other people that were exiting the theater. I do a lot of business in the Annapolis
area and happened to know someone who overheard this and contacted the police
on my behalf because this husband and wife were so appalled that a manager
would speak to a customer like he was speaking to me. I contacted the police the next day and they
said no such charges would be able to be filed and if I would like to file a
complaint against the theater for a false threat. I then also contacted the corporate offices
for Bow Tie Cinemas located in Ridgefield, CT. I explained the situation to a Jennifer in
there HR department and was told that I would receive contact back from Ike
Rivera shortly. 2 days after not hearing
from him I called and left a voice mail for both him and the CEO, Joe Masher
citing that I would like to speak with one of them regarding this
situation. I have since left both
gentlemen 3 voice mail's and have heard nothing back. In this day and age especially with the
economy and the competition in theater ticket sales I feel it necessary to call
people like this out in a public forum such as this. Word of mouth is a powerful thing and I will
NEVER visit one of their establishments again and my voice has also been well
heard in the Annapolis area as
well.
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