ComplaintsforSilverSpot Cinema

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This message was sent using the online contact form (2x) and direct message on Twitter (Jan 21, 2023) “Me and my mother went to see Avatar: The Way of Water on Jan 12th at the Orange Village, OH location. We had so many issues with our food. First they brought the wrong things. Waited almost 30 more minutes only to receive the wrong thing again. Now the movie is over and still never received our food. I went to talk to the manager but they were nowhere to be found. The employee couldn't even find them. Since he couldn't find the manager and he didn't know how to refund me, he asked for my email, which is **************** and said I would get a e-gift card for all the issues we had. It's been almost 3 weeks now and I have received nothing. I even called and left messages for a manager but nobody ever calls me back. Can you please help me with this issue. We spent a lot of money there only to have a terrible time.” I finally received a call saying that I would receive a $75 e-gift card to my email. Waited a week, never received. I called the Ohio location again. Spoke with Kathy, she said the guy who handles that was not in that day and would call me the following day. Again, nothing. No return call at all. Can somebody please send me the gift card for the issues that happen inn January. I don't understand why this is even taking this long to do this. It's been almost a month now.

  Business response

  02/10/2023

  Hello,

   

  In regards to complaint ID ********, I have reached out to the guest to assist and offer a resolution as of about a week ago. In her email she stated that she was called and told by an employee that she would be given an e gift card where as 95% of my staff are new and have not (at that point went through orientation to even know that is something we offer). Also I reached out to our department that handles egift cards and they have stated that they have nothing in the que or has had anything with her name on it. As the General Manager I can honestly say that nothing of that sort has crossed my desk from any of my managers and line level employees are not allowed to contact guest without direction from me, I am going to reach out to Ms. ******* again today to offer her (4) movie passes as I have stated to her that giving egift/gift cards is not our standard of operations as we do not handle egift cards in house and for no circumstances do we offer gift cards for refunds when we could have just refunded her purchases. In our emails I have asked for a receipt or transaction number to verify the transaction and one has not been provided as with every transaction we email a receipt if it is done online, or a physical receipt with the T/N on it and I have not received it as well.

   

  I will try to get this resolved for this guest but she has to understand that there is a thing called “trust through verification” when it comes to these types of things especially when there are gaps in the information.

   

  Have a great day

   

  SHELDON L****

  General Manager

  Silverspot Cinema Pinecrest

  Customer response

  02/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Email chain between consumer and company:

  Sheldon,

   

  I don't understand why you lied to me saying you mailed them on Feb 12th when you didn't. You mailed them on Feb 23rd, which is stamped on the envelope and I received them 2 days later on the 25th (which is what I said in the previous email about how long it takes to be delivered, 2 days at the most)

   

  It seems like you did what the others did, do nothing to see if I would give up on trying to resolve the issue or keep contacting you for help. This is unacceptable. There is no reason it should take almost 2 months to resolve any issues a customer has. I have been lied to so many times, when I spent my money there to have a nice day out with my mother. 4 movie tickets do not make up for the money I spent there, which was around $80 including tickets and food. I should have received the 4 ticket passes and a $50 gift card for the food.

  The corporate office customer service dept that reached out to me that was supposed to send the $75 e-gift card needs to contact me again. They need to send the gift card to my email address **************** 
  
  Sheldon L****

  Personal attacks are not necessary, as we discussed on the phone and in email there was no way to verify any information that you have given me. You could not produce any transaction information and all the information you gave me was vague. This is all in the emails we have exchanged. I could not even find a cash transaction within the time frame that you had given. So in good faith I offered you movie passes to which you agreed upon.  Even corporate had no record of any e-gift card for you regarding any issue and yet again in good faith I gave you something that you agreed upon.

  
  

  I can only control what I can control and unfortunately the USPS is not one of them. I do fully understand your frustrations in this matter but with the limited information you could provide and lack of verification on multiple levels I am sorry that you were not satisfied with the remedy you and I both agreed upon.

  
  

  If you have any further questions or concerns please feel free to reach out to me.

  
  

  Have a great and prosperous day!

  
  From: **************** <****************>
  Sent: Sunday, February 26, 2023 2:22:46 PM
  To: Sheldon L**** <*********************>
  Cc: ************************* <*************************>
  Subject: Re: BBB Greater Cleveland regarding complaint #********

  I'm sorry you feel you were attacked. Nothing I said in the previous email was a "attack". I also can't control what your employees do. As you said when we spoke, your employees were new because you fired a lot of people because of issues. What your employees did with the money I handed them, who knows. All I know is I did not get what I paid for and your employee at the concierge desk took everything I had, ex: my receipts.
  

   

  While I was looking for a corporate number to call, I see on yelp that customers who came to this location was having the same issues as me around the same time I came. Looks like the employees at the time was "pocketing" customers money and not giving them the food they ordered.

   

  So I'm not the only one. Maybe I'm the only one speaking up about the service there, who knows. All I know is that this needs to be fixed. Please send me the corporate number so that I can contact them. Thank you

  Regards,
  
  ******* *******
  
  

  
  

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