Bowties Cinema Trumbull, CT Ben Moss CEO Tanya - General Manager Brandon ??? BOWTIES CINEMAS MANAGEMENT LIED AND RIPPED US OFF OF OUR TIME AND SHOW NO GOOD FAITH AND INSULTS ITS CUSTOMERS Trumbull Connecticut
Sent Via First Class Postage, Fax & Email. Posted on Rip-Off Report.com
September 27, 2013
Mr. Ben Moss
Chief Executive Officer
Bow Tie Cinemas
641 Danbury Road
Ridgefield, CT 06877
Re: Complaint – Brandon & Tanya - Managers Bowties Cinema Trumbull, CT.
4-Page Complaint
Dear Mr. Moss:
On September 27, 2013 we were treated disrespectfully and inconsiderately by managers Brandon and Tanya whom also demonstrated poor business judgment at the above - mentioned Bowties Cinema location.
We will not be returning to Bowties Cinema and will post our experience on Rip-Off Report, due to the inconsiderate and discourteous way your employees treated us, which has “ripped us off” of our valuable time.
We see on average 10 movies a month, at an average visit of $40.00 per visit, including food, for a grand total of $4,800.00 annually. This is what your employee’s Brandon and Tanya’s indiscretions have cost your organization.
To begin, entering Bowties Cinema Trumbull, is an unwelcoming experience at best. They have what appears to be a "Thug" masquerading as a security guard harassing people when they enter the theater. They always have a Trumbull Cop parked outside the door, sometimes two Cops cars. This place is more like entering a low security prison than the upscale movie theater it fancies and claims itself to be.
We first came to Bow Ties Cinema in Trumbull in July. After buying our food at the concession, we went into the theater. It was summer and I was wearing sandals. And fist stepped in a puddle of soda left on the floor at theater chair, causing my feet to have soda on them, for the duration of the evening. My husband got some sticky substance on the arm of his shirt, due to poor maintenance by Bowties Cinema staff.
Our hot dogs were old and dry, the french-fries were cold. The quality of the food was substandard, and qualifies as the subject of a meritorious complaint to the Department of Health. I attempted to return the food and was met with great resistance.
My husband called the following day and asked for the manager. Manager Tanya spoke to my husband, heard the complaint and offered to send us complimentary tickets for the inconvenience. She indicated that she would send the tickets immediately.
Two weeks passed and no tickets came in the mail. Tanya apologized and cited renovations to the office had caused the delay. She assured my husband that she would send the tickets out immediately. Another two weeks passed and no tickets arrived in the mail. A subsequent call was placed, this time we spoke to another female manager who again took our address and said that she would advise Tanya of our call and that we had still not received the tickets. Another week passed, when we called again and spoke to a female assistant manager who agreed that we could simply pick the tickets up and we did.
On the evening of September 27, 2013, we reluctantly returned to Bowties Cinema Trumbull to see the film Rush. I say reluctant, because we were hungry and wanted something decent to eat and we were not going to accomplish that at Bowties Cinema’s concession stand. Accordingly, we bought a few slices of pizza at a nearby pizza place, put them on paper plates and placed them in a bag, with plans to eat and enjoy the movie and likely buy a soda and large popcorn later from the concession stand.
We were stopped by a security guard and advised that we could not bring pizza into the theater. Nearing the start of the movie, we asked if an exception could be made, citing our previous experience with the subpar quality of food. We were told “no.” We asked for the General Manager, at which time a young fellow named Brandon appeared and introduced himself as the General Manager.
We explained the situation, explained that our movie is about to start and that we did not know of such a policy, are hungry and would like to go in and watch the movie. Brandon repeatedly said replied “no.” He went on to insult us saying, (albeit with a grin on his face); “You poor people always try to bring food in and then you make a pig sty out of our auditorium.”
We replied that while we respect the policy and assured Brandon that we would not make a “pigsty” out of the auditorium, we would appreciate him making an exception this one time, so our evening is not ruined. Without a care or consideration in the world, Brandon looked at us and said “No way.”
Being hungry and just redeemed our complimentary passes, and our movie starting any second, we asked Brandon if we could sit in the lit room to the right (Where they hold private parties) and eat our pizza quickly, so that we could get on with our movie, Brandon again replied “No, but you can go out and sit on the curb and eat your pizza.”
Now, becoming frustrated, we questioned Brandon again if he was indeed the General Manager, at which time he confirmed that he is. We advised Brandon that we felt that he was very inconsiderate and unaccommodating and further advised him that we would write a complaint against him for the derogatory comments that he made and for his lack of flexibility and consideration. We proceeded to request a refund, by way of having our tickets returned.
While waiting for Brandon to expedite our refund, we asked the ticket person if Brandon was indeed the General Manager. We were informed that Tanya is the General Manager and not Brandon and further informed that she was in the building. Simultaneously, there was another couple demanding a refund for something that had gone awry.
Brandon returned to the counter and we asked him why he represented that he was the General Manager, when in fact he is not the General Manager. Brandon proceeded to laugh and asked the other representative to come over and observe him returning our tickets and “these customers leaving the building.”
General Manager Tanya appeared. We expressed our disappointment over the way we were just treated by Brandon. We advised her of the derogatory and discourteous comments made to us.
We reminded General Manager, Tanya of our experience and subsequent conversation and complaint two months earlier and that we had spoke. She stated that she did not recall any such conversation or incident. (Short memory? or Convenience?)
We advised Tanya that Brandon had represented himself as the General Manager. Tanya shrugged that off.
One common thread between Brandon and Tanya, was that neither were willing to accommodate us. Brandon made derogatory comments to us. General Manager Tanya could have resolved the problem by showing some flexibility, consideration and good faith, but that was beneath Tanya.
All that Tanya could say is the un-academic remark; “If we make an exception for you two, we have to make an exception for everyone else,” which is a fallacy and we reminded her of that.
Before exiting the theater, to top things off, Tanya accused us of being abusive to ward Brandon. We told both Brandon and Tanya that we were leaving Bowties Cinema very unhappy customers, that they ruined our evening and that they could have accommodated us and made an exception to the rule, considering the circumstances, at which time there was no apology, and no effort to resolve the complaint and we departed dissatisfied customers. They could have let us sit down at one of their tables for five-minutes, but refused.
Accordingly, Mr. Moss, you have lost two customers at a financial loss of $4,800.00 annually, plus the negative publicity that this incident will yield Bowties Cinemas.
May I suggest that Brandon and Tanya, focus on the quality of food that Bowties Cinema Trumbull Concession Stand distributes and the ensuring the cleanliness of the theater, rather than making derogatory comments to customers, making them feel unwelcome and treating them like overall dirt.
Customers don’t appreciate being ripped-off of their time and subsequently being aggravated, by incompetent staff.
Thank you.
Extreemely Pissed Off Bowties Cinema Customers!
CC: Rip Off Report
5 Updates & Rebuttals
Bowties Cinema Trumbull, CT Ripped Us Off for Our Time!!
Westport,Connecticut,
To "Busted."
#6Author of original report
Mon, September 30, 2013
Hello Busted:
Dumbkoff, The word "We" was meant as being sarcastic toward "YOU."
Also, "We" could not help but hearing the other disgruntled customers, who were becoming irate, because of the back and forth between them and the the incompetent Bowties Cinemas incompetent Manager.
And no, we were not eaves dropping in on another conversation, It's noteworthy to point out that we could not help but hearing them, because they were standing right next to us for nearly 10-minutes having a verbal sparring match with the incompetent Manager, complainaing about something having to do with the comfort of the theater. Has it ever occurred to you that your staff/Management is disrespectful, unthoughtful, and petty???? And this is why you have four customers complaining at your ticket office (us and the other two) on a a Friday night???? Dahh??
These customers would not have been compelled to bring in a few slices of pizza, had the food at Bowties Cinemas, Trumbull been half way decent.
And no, despite our repeated requests (and much to our surprize), to Brandon and Tanya, neither would let us sit down at a table (as a modern day courtesy) to eat our lousy few slices of Pizza. Brandon directed us to go sit on the curb outside and eat.
This tells me that Bowties Cinemas, Trumbull POWERS THAT BE, give their theaters managers no autonomy to make the smallest of executive decisions. Christ, they probably have to call a VP when they need to take a dump and another VP for permission to wipe! It would not surprize us if Bowties Cinemas Senior Managers, threaten to fire their managers if they don't follow the rules and policy to the letter of the law. The old addage applies here; "s**t flows downstream," is clearly applicable here, atleast to these customers.
Also, we don't need and never found the need to bring outside food into Cinemark Milford, because they provide a good choice and a quality product, unlike Bowties Cinemas, Trumbull, and likely all the other Bowties Cinemas for that matter.
You need to reevaluate The Bowties Cinema Trumbull business model, the people that you have working for you, the subpar food quality, etc. and then get back to me with what you are doing to improve your operation, because this back and forth is not good public relations for Bowties Cinemas.
You people are so cheap, you would eat your own extriment if it didn't STINK." Bowties Cinemas Trumbull GRADE= F- That's right a big fat ZERO!
Robert
Irvine,California,
Busted...
#6Consumer Comment
Sun, September 29, 2013
So additional "Consumers" post to make the original posters story look better..Nice try. Oh and what gave you away..it was many things, but this one comment is actually what did it..
Well how about the other couple who were demanding a refund at the exact same time that we were. I guess that these customers were demanding and needy too, RIGHT??
I underlined the one word that gave you away. But to answer your question..I have no idea what their reason was. And unless you were easdropping on their conversation you have no idea what it was either. It could have been everything from they didn't like the movie to they had an emergency that they had to leave immediatly. Heck it could have even been they were upset at the disturbance the couple who wanted to make their own pizza in was making.
ANd they certainly would at the very least offer a chair to sit down and eat.
- Okay then go try it. Video tape the whole thing and then post it on YouTube. I am sure that Sabbaro is really going to love someone bringing in outside pizza instead of buying it from them.
THIS IS WHY THESE CUSTOMERS FELT COMPELLED TO BRING THIER OWN FEW SLICES OF PIZZA IN, BECAUSE THEY CAN"T TOLLERATE YOUR FOOD OFFERINGS
- Once again as proven already..it wasn't THESE customers it was YOU. But anyways here is a thought. How about eating BEFORE you go to the theater? Yes I am sure that is a revolutionary idea that no one has ever thought of before but why not give it a try sometime...
Wedding Photographer Leonard Yakir
White Plains,New York,
Bowties Cinemas, Trumbull, CT - Consensus- The People Have Spoken
#6Consumer Comment
Sun, September 29, 2013
"I recently went here to catch a movie after avoiding it for several months.
Terrible decision. They are currently renovating the theater and there is construction going on in the far part of the parking lot. That shouldn't affect much, but they've also closed off the main parking lot leaving between 200 and 300 (if that) spots for the entire theater.
The theaters themselves are hit or miss. The smaller auditoriums have older seats that are not particularly comfortable, and also do not have stadium seating. Supposedly this is part of what is being renovated but who knows. The larger stadium screens are much better, although one is now closed presumably for conversation to an IMAX screen.
A few of the employees who work at the ticket counter are snappy and rude to customers, and prone to arguing with them over anything and everything. Contacting the theater or Bow Tie directly about any complaints is a pure waste of time since they refuse to listen or even acknowledge any correspondence whatsoever.
It might be cheaper than other locations, but the price difference isn't worth the headache."
###
Robert W.
Monroe, CT
"Are you kidding me!! We got searched on the way in!! I have have always considered this theater our "home" theater, no longer. We will go to Milford or Danbury from now on. Theater is dirty,parking lot now half size due to a office building that was just built. Bad experience."
###
Carole
Fairfield, CT
4/3/2013
The theater was filthy. the food was disgusting, the workers were incompetent. Yes, they are a little bit less expensive, but you'll have a terrible time. Managers are not accountable and are unresponsive.Bowties Cinemas, Trumbull is a nightmere. Change the management asap.
Pissed Off Bowties Cinema Moviegoers
Fairfield County,Connecticut,
Bowties Cinema Trumbull, CT SUCKS!
#6Consumer Suggestion
Sun, September 29, 2013
There you go, insulting your customers and misinterpreting the crux of thier complaint against your Trumbull, CT managers, Tanya and Brandon.
Mmhh. Bowties Cinema's, a class name with a trashy attitude! A bunch of "Takers."
Clearly the proverbial apple does not fall far from the tree, as the Bowties Cinema Managers feel empowered to insult Customers, because they are a "Chip Off The Old Block," seeming to follow senior managements marching orders.
The complainants did not say that they see on average "10-movies per month," at Bowties Cinema, rather they said, and "we see an agerage of 10 movies per month."
Hey Ignots, they were going to bring thier business over to Bowties in Trumbull, because your theater (although a pain in the a*s to get to and out of) is closer for them. At that point in time, Bowties would have realized these customers going to enriching thier theater with an average of two movies per week, (ususally on a Wednesday and Friday and/or Saturday evening). But you people don'''t look past your noses and that's why you can't appreciate and will likely never build a loyal customer base, because you are short cited, petty and a bunch of takers.
You seriously mean that this is worth
They normally drive to CineMark Theaters (formerly Rave) at the Westfield Connecticut Post Mall, because they (unlike Bowties Cinema's, gets what the modern day consumer demands from thier movie experience. They get it, Bowties Cinema's does not get it!
Cinemark Theaters (a great outfit) serves Burgers, Nathan Hotdogs and thier fries. They have Sbarro Pizza and Ben & Jerry's Ice Cream, etc.
The flunkies at Bowties Cinema's serve thier customers food that looks appetizing on their signage at the consession stand, but tastes God awful. Poor choice options and high prices. THIS IS WHY THESE CUSTOMERS FELT COMPELLED TO BRING THIER OWN FEW SLICES OF PIZZA IN, BECAUSE THEY CAN"T TOLLERATE YOUR FOOD OFFERINGS. Bowties Cinema's jig is antiquated, they are operating on a 1980's business model as far as thier seating (with the exception of one auditorium) and thier food, is border line a SCAM.
B.S. Moss (the founder of Bowties Cinema's is rolling over in his grave as we speak, knowing the outrageous attitude that modern day Bowties Cinema's Management, bestowes on its customers and how we were treated.
The poor quality of food, the uncomfortable stiff theater seats that don't recline, the filthy auditoriums, and the piss poor antequated culture of the management, who would rather follow the stiff ridiculous rules than accommodate a good faith customer, who is looking to enjoy a movie and a decent quality of food.
As your catagorization of us defined us as customers who can't be satisfied and are needy. Well how about the other couple who were demanding a refund at the exact same time that we were. I guess that these customers were demanding and needy too, RIGHT??
And incidentally, we too are "commoners," NOT the elitists that you paint us to be. We work very hard for our money and fight every day to keep people like you from exploiting us and taking advantage of us and Rip us Off of our time. We charter our own ship in life.
Let me enlighten and educate you. Today, customers are demanding, due to many factors. They have been accustomed to bussinesses bending over backwards to accommodate. In this economy, consumers value the value of their dollar more then ever. Consumers will not tolerate anything but stellar service and attitudes from thise whom we trade with.
We will be more than deligted to continue to drive 15-minutes out of the way to patronize Cinemark Theaters in Milford, because they have thier eye on the ball. Unlike Bowties Cinemas, they treat thier customers with courtesy, consideration and respect. They don't refer to their customers as being "poor for bringing a couple slices of pizza in." ANd they certainly would at the very least offer a chair to sit down and eat. And they would not let thier neophyte manager Brandon, treat thier customers that pay so dearly to attract, teat them like garbage.
Now wouldn't it had been much easier and pleasant to have just been more flexible and accommodated these customers?
Now look what you have done. You have made a mess that everyone who googles Bowties Cinema is going to read about. It's our horendous experiences, on not one occasion, but on two. First time shame on you, second time shame on me. Should have known better not to return. As I said, old man and Bowties Cinema's founder, B.S. Moss is rolling over and over and over in his grave, knowing that today's Bowties Cinema's management treats customers like dirt, serves crap food, has a prison like environment, can't clean the theater to save thier lives, can't make good on a "make good customer" and Ripps off Its Customers of thier time, as they did with us!
I'll tell you one thing, if I was investing millions of dollars on a movie theater business model, I would not have these knuckle heads on my front line, so that they can sabotage and undermine my company. If at the very least, these managers don't have the means and where with all and autonomy to keep customers happy, then they should be shown the door.
Regurgitsate that!
Robert
Irvine,California,
What a load...
#6Consumer Comment
Sat, September 28, 2013
Seriously, just based on what and how you wrote this "RipOff" I would have probably said adios and would be extreamly happy you are taking your business elsewhere.
First off for you seeing 10 movies a month..that is more than 2 every week. Yet you have been in this theater a total of 2 times? I didn't even think that there were that many decent movies out there.
Where the first time you complained and eventually got complimentary tickets. The second time (using the complimentary tickets), you tried to bring in food from the outside and because they wouldn't "make an exception" for you decide that you want your "comp" tickets returned.
I don't know about the other theaters in your area, but if they are like most other theaters..they do NOT allow outside food or drink. And for someone who supposidly goes to more than 2 movies a week, the "well I didn't know" seems very suspect at best.
Sometimes a business has to realize that there is no way to satisfy some customers who are think they are better than everyone else just because they "supposedly" go to a business a lot.
Because I could just about predict that even if the employees bowed at your feet, run a broom and mop 20 feet in front of you, personally bring in a private chef to make your food, and create a human barricade so you don't have to be 'disturbed" by the regular folk..you would still find something to complain about.