Nightmare experience AMC Theater
I wanted to share an experience my family had last night at AMC DINE-IN Holly Springs 9 to see if anyone else has dealt with something similar.
We attended the 10:15 p.m. showing of Spider-Man: Brand New Day in Auditorium 8 on August 5. After we sat down, we realized my son’s assigned seat was broken and couldn’t safely be used. We had also ordered food through the DINE-IN service, but despite paying for it, nothing was ever delivered.
My son politely asked an employee if we could either be moved to working seats or receive a refund if that wasn’t possible. Instead of trying to resolve the issue. We were offered to split up the family group and two seats in the very rear corner while the other two members of our party would stay in our section of four. I expressed that wasn’t acceptable and they should either look and see if there was a problem with the power to the seat seats or something else as the movie hadn’t started yet the manager aggressively stepped in and said it is too late for my maintenance guy who he pointed at standing next to him,to look at this as the previews had already started. We were then told that a refund was to be issued because we wouldn’t take those seats and we would have to immediately leave the theater. At that point, I expressed calmly that that was unacceptable. He then immediately told me that the offer for the new seats are now on the table and you have to leave you have to leave now and so does the rest of your party.
From there, things escalated in a way I never expected. Rather than working with us to solve what seemed like a routine customer service problem, the manager called the Police and reported that we were trespassing.
When the officers arrived, they told us the manager wanted us removed from the property. We didn’t argue or cause a scene—we immediately complied and left. The officers were professional throughout the interaction, but it was still incredibly embarrassing to have my family escorted out over a broken seat and an undelivered food order.
What makes this especially frustrating is that we never received what we paid for no explanation for his escalation We didn’t have a usable seat, our food never arrived, and instead of those issues being corrected, we were removed from the theater.
I’ve been an AMC Stubs Premiere member since 2018 and have always enjoyed going to AMC, which is why this experience was so surprising. I understand that businesses have the right to refuse service and ask customers to leave. What I don’t understand is why a simple request for a working seat, the food we had already purchased, or a refund escalated to the point where law enforcement became involved.
I’m curious if anyone else in the Holly Springs area has had similar experiences at this theater. Was this an isolated incident, or have others had issues with how customer service concerns are handled? I’m genuinely interested in hearing whether this is something others have encountered.