My complaint:
I am writing to express my extreme dissatisfaction with the service at your cinema and the treatment my husband and I received during our recent visit. We attended the 6:45 PM screening of Barbie Movie in Hall 2 on July 21, 2023.
After the movie ended, we realized we had left two umbrellas behind at seats F8 and F9. We immediately rushed to inform one of your staff members about our forgotten belongings and requested to be allowed back into the theater to retrieve them.
To our shock and dismay, the staff member refused our simple request outright. They claimed that the next screening had already begun, and as a result, they could not let us back in. However, it was crystal clear that not even a minute had passed since we exited the theater, and the seats hadn’t been cleaned or attended to.
It is evident that your staff was not willing to make the slightest effort to accommodate us or even verify the situation. This treatment felt deliberate and left us feeling ignored and mistreated. The fact that they spent less than a minute dismissing our request indicates a lack of consideration for customers’ needs and a total disregard for our situation, especially given the inclement weather outside.
We demand that you take this complaint seriously and take immediate action to rectify the situation. This includes providing us with a formal apology for the unacceptable treatment we experienced and compensating us for the cost of the lost umbrellas.
As a loyal customer, I expect a swift and satisfactory resolution to this matter.
We anticipate a response and appropriate action on your part.
Suggested solution:
To resolve my complaint, I would appreciate the cinema management taking the following steps:
1. Offer a sincere apology for the inconvenience and mistreatment.
2. Compensate us for the cost of the lost umbrellas.
3. Conduct staff training to improve customer service and empathy.
4. Review and revise their lost and found policy for better customer support.
Taking these actions will demonstrate their commitment to customer satisfaction and help prevent similar incidents in the future.
