Malco Roxy Smyrna Cinema

★☆☆☆☆
  • 100 Movie Row

    Smyrna, TN 37167

    Map & Directions
  • 615-223-6252

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I just had the worst customer experience ever at your Smyrna TN location. We arrived at 6:45 PM for the 8:00 PM showing of the new Harry Potter movie. There were about ten people already there, leaning against the wall right outside the auditorium. There was no indication that they were lined up. We had already had our tickets torn and were waiting to go into the auditorium. My wife and I were standing along the opposite wall from the auditorium when a security guard shows up and says he is going to check tickets. We told him that we had been there for over thirty minutes but he said that we needed to go to the end of the line, which had 70 people in it by now. We could not see the line from where we were, since it turned and went around a corner. I asked to speak to manager. When we explained the situation to the manager, he laughed at us and told us that if he were us, he would have gotten in line as soon as we realized that there was a line. The two managers on duty continued to yell at us, making a scene in front of several customers. They offered us a refund for the tickets, but not for the service charge for buying the tickets online. We wanted him to allow us to get in the front of the line, where we would have been had we known that we were supposed to line up. He said the only thing he could do is refund our money, so we took the refund and left. The two managers were as rude as anyone I have ever seen in a customer service role. I guess they never have to deal with problems.\r\n

0
★☆☆☆☆

I just had the worst customer experience ever at your Smyrna TN location. We arrived at 6:45 PM for the 8:00 PM showing of the new Harry Potter movie. There were about ten people already there, leaning against the wall right outside the auditorium. There was no indication that they were lined up. We had already had our tickets torn and were waiting to go into the auditorium. My wife and I were standing along the opposite wall from the auditorium when a security guard shows up and says he is going to check tickets. We told him that we had been there for over thirty minutes but he said that we needed to go to the end of the line, which had 70 people in it by now. We could not see the line from where we were, since it turned and went around a corner. I asked to speak to manager. When we explained the situation to the manager, he laughed at us and told us that if he were us, he would have gotten in line as soon as we realized that there was a line. The two managers on duty continued to yell at us, making a scene in front of several customers. They offered us a refund for the tickets, but not for the service charge for buying the tickets online. We wanted him to allow us to get in the front of the line, where we would have been had we known that we were supposed to line up. He said the only thing he could do is refund our money, so we took the refund and left. The two managers were as rude as anyone I have ever seen in a customer service role. I guess they never have to deal with problems.\r\n

 

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