http://customerthink.com/6-reasons-your-customers-do-not-complain/
Above link is why I do not hesitate to complain. Because unless someone makes their voice heard, the service cannot improve - I LOVE constructive criticism in my business and over the years, I have improved because of people voices.
This is why majority of businesses have feedback form - so that they can see where they can improve. The most common result of complaining is the establishment will restore my faith in them by apology and a small gesture of either refund for the bad experience or a coupon to visit again.
I always insist that it is not about the "free pizza" - its about making sure they fix the problem so people dont suffer again. Generally you can tell the businesses which care from the ones that dont because if the CEO office doesnt care - then you know the business has no ethics or integrity and its just about the money.
I have emails that demonstrate I did exactly that with Studio Movie Grill. I was polite, courteous and informative about my complaint. to my HORROR and DISGUST - the response was YOU ARE NOT WELCOME to visit us again if you feel we do not meet your satisfaction.
Worse still - I have $100 gift card which I purchased because it offered FOUR FREE tickets and THREE from last year which I hadnt used and they REFUSED to refund me.
My email was blocked, my registered mail unanswered and customer services refused to refund my money. I wonder what level of crime I must have committed to deserve that. I attach copies of my polite and courteous follow ups to no avail.
So, if there is any business I would say WINS FOR BEING THE WORST EVER IN MY LIFES EXPERIENCE - Its this. Out of over 100 complaints in my life NOT ONE has barred me from their establishment. It is sad and disgraceful that we fear complaining about bad service through being barred.
regardless of their terms and conditions, I ask the honourable court to view this fairly and morally, that if they are to dissallow me to shop at their store - then they must refund my outstanding credits which I am entitled to.
PLEASE STAY AWAY FROM STUDIO MOVIE GRILL - Their food is also almost always cold and people just wont complain and so it gets worse.
Very sad, very disappointed and very disheartened that in this day and age a business can treat people in this way
Thanks
Robert
Irvine,#2Consumer Comment
Wed, January 22, 2020
So it has nothing to do with these gift cards you can no longer use..you admit you are going to go back and use them.
You were trying to use what is apparently an EXPIRED coupon and had what looks like a hissy-fit when they refused.
You say that they said you could, but without the details one has to wonder when/how you inquired and if you were as detail oriented in asking them if they would honor a specific coupon as you were here in your report. Because it is very likely you were given an incorrect answer based on how you did your inquiry.
. When we spoke - you asked me "how can we fix this" - my response was have a staff meeting and improve service and the cold food.
- You originally commented about the need to "fix the problem", which based on your update was the fact they refused to honor an expired coupon. You posted NOTHING about ever receiving cold food. So when you spoke where in the world would that comment come from?
If this is truly the worst customer experience you have ever encounted, and not just another exaggeration. Then you must truly have a great life.
By the way you seem to think that the people commenting are somehow associated with this company. But that is Standard when someone posts a response that doesn't match the narrative they are trying to portray. The fact is that no one who has posted has anything to do with this company and like you are just members of the general public.
Stacey
United States#3Consumer Comment
Wed, January 22, 2020
For giving you the wrong information but since you filed multiple rebuttals as if you are a "victim" don't think I will. You went to the Spring Valley/75 theater which is a complete and utter DUMP so since you do not even live in the Dallas area (you posted from New York) you just based your review on ONE locations (there are multiple locations in Dallas).
So IF you do live in Dallas - maybe you did not do your research on locations. If not, then I side with Studio Movie Grill which is a great Theater with good food and great service. I have been to multiple locations in my area with no problems at all. This business has the right to ask you not to come back because it is THEIR business not yours.
Mark
New York,#4Author of original report
Tue, January 21, 2020
I was sure there must me terms hidden somewhere and that is why I said that any terms which do not allow refund by the establishment not allowing useage is unfair.
I thank you for allowing me to use them. I hope we can rebuild a relationship here - I am not a naughty guy - I am a guy who cares about the service inoccent people receive and how staff should behave.
Thanks again for your time
Mark
New York,#5Author of original report
Tue, January 21, 2020
Your response is evidence when people read this that your sttitude is poor.
You insult people and publically humiliate them by suggesting you are putting them on the "naughty list" for expressing disastifaction? My message above is clearly true. Making my voice heard has upset you.
it shouldnt be like that Sir. This is not what a professional establishment does to clients who are unhappy. I am pleased you put everything in writing on public forum. they can all see how childish the CEO of Studio Movie Grill really is.
Mark
New York,#6Author of original report
Tue, January 21, 2020
My complaint is two fold.
1. The managers "egoistic and argumentative" approach to my perfectly legitimate and polite request to honour a 2019 coupon which I was told I may use. She refused. I felt that was unfair. She later said that she would have allowed it however, since I threatened to complain, she decided that i effectively "get lost" and welcomed me to complain and said she couldnt "care less if I did".
Any decent business would agree that is rude. You may not.
2. When we spoke - you asked me "how can we fix this" - my response was have a staff meeting and improve service and the cold food.
Your response was that you are THE BEST venue of them all and if I am not happy then I am to stay away.
it didnt seem like a choice - it was an order.
You even BLOCKED my emails and refused a refund.
I am pleased though that you have now clarified you didnt bar me.
I will continue to enjoy the chairs which are GREAT, eat before I come and wont engage in conversation with staff.
Mark
New York,#7Author of original report
Tue, January 21, 2020
I appreciate the opportunity to use my gift cards and after that we shall part ways. I will delete this post even though it proves my point totally that you are argumentative and not interested in helping.
You have also not denied any of my allegations other than try to prove I AM WRONG TO COMPLAIN.
I have compained to 100 -
I TOLD YOU CLEARLY I DONT WANT A FREE PIZZA -
My motives were clear and I put in writing JUST IMPROVE YOUR ATTITUDE AND SERVICE
If you take my advise - fine.
If not - thats also up to you.
I do again THANK YOU for honouring my gift card. I have THREE dates 2019 and I was I am able to use them - Please inform your managers to allow me the use of those and let me know
I appreciate your response all the same -
Thank You
Robert
Irvine,#8Consumer Comment
Tue, January 21, 2020
You spent your entire report complaining about complaints, yet NOTHING on what your actual issue was. Well here is an original idea, why not post what your complaint about their service was. Mindblowing..I know.
You say this isn't about "free pizza". The fact that you made that comment likely means it was infact about "free pizza" in some form and you are now complaining because you didn't get what you asked for. So exactly what did you request of them? I
was polite, courteous and informative about my complaint. - I hope you were more informative about your compalint in those e-mails than you were here. regardless of their terms and conditions I ask the honourable court to view this fairly and morally, that if they are to dissallow me to shop at their store - then they must refund my outstanding credits which I am entitled to. -
That is hillarous so because the "terms and conditions" don't work for you now, you figure that they no longer need to apply to you. So I guess if you are speeding down the road and are running late that Stop Sign doesn't really apply to you either? By the way this isn't a court, you haven't given us anything to "view", and you are "entitled" to exactly what is in the written terms of the gift card.
So, if there is any business I would say WINS FOR BEING THE WORST EVER IN MY LIFES EXPERIENCE - Its this. Out of over 100 complaints in my life NOT ONE has barred me from their establishment. - What this tells us is the following. With over 100 complaints to businessess you appear to be a chronic complainer.
You either have a very bad history of deciding what businesses to patronize, or think of yourself as some "self entitled" individual. I wonder how many "complements" you spent as much time on? By the way based on what little information you did post, it seems as of the choice to patronize them or not is totally up to you. So you could return and use up those Gift Cards.
coast
United States#9Consumer Comment
Tue, January 21, 2020
It appears your complaint is that Studio Movie Grill didn’t offer you a free ride. Not all merchants give away freebies. You never stated your initial complaint other than, "Their food is also almost always cold…" Life must be good since that's your life's worst experience.
"I always insist that it is not about the 'free pizza'"
Always? That implies that you are a chronic complainer.
You were not barred from their establishment. You were told, "YOU ARE NOT WELCOME to visit us again if you feel we do not meet your satisfaction." The choice is yours but you are on the naughty list.
Stacey
Texas,#10Consumer Comment
Tue, January 21, 2020
From their website
GIFT CARD TERMS AND CONDITIONS
FYI I do not work for them but they have taken a shopping area near my family and revitalized it! In DALLAS they are huge supporters of Police and Fire personnel and families, donate lots of money and hold free events to raise money.
SO WHAT is the real reason for your complaint? OH they have every right to block you if the company wants to. And they are right to state (in your own words) to say you are not welcome at their establishments because I think there is more to this complaint than you are stating.