I had a terrible experience at the Cinépolis in Keller, TX. My family and I pressed the service button three different times to order drinks, and each time the request was turned off without anyone delivering. After waiting about 30 minutes, I went to the bar area myself, but no employees were there.
I found the manager, Foster Phillips, and told him we had asked for drinks. He responded rudely, said they were understaffed, and told me to go back to my seat. When I asked again since I was already there, he ignored me. We decided to leave and request a refund.
Another employee at the bar agreed to help us, but when Foster walked by, I pointed him out to my husband as “the genius” who kept turning off our service button. Even though I wasn’t speaking to him directly, he inserted himself, raised his voice, and said we “couldn’t talk to him like that.” He then refused to help us and threatened to call the police and have us trespassed, even though another employee was already attempting to process the refund.
Because he refused to finish the refund and kept escalating saying he will call the police and have us trespassed, I called the police myself and removed my family from the facility. When officers arrived, they walked me back inside, and only then did he complete the refund. I also told him we would not be paying for the bottomless popcorn and drinks we never received. He resisted at first but eventually agreed.
When I asked for his manager’s contact information or corporate information, he refused and said, “I’m done with you.” I had to call another Cinépolis location to get the corporate number. I also have a police case number documenting the incident.
This was completely unnecessary and handled very poorly. The manager’s behavior was unprofessional, confrontational, and escalated what should have been a simple service issue. I hope Cinépolis addresses this, because no customer should be treated this way
However, later that evening, the manager Colby called me personally to discuss what happened. He apologized sincerely and made me feel heard. He reassured me that this is not how they operate and that accountability would be taken. He acknowledged how bad the experience was and, in an effort to make it right, offered tickets for us to come back and rewatch the movie, promising to take care of us. His professionalism, empathy, and genuine understanding are the only reasons I brought my family back. He did not have to call, but I truly appreciate that he did.
