ED Magedson – Founder
Bowties Cinema Trumbull, CTTrumbull, Connecticut USA
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.
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.
Extreemely Pissed Off Bowties Cinema Customers!
CC: Rip Off Report
This report was posted on Ripoff Report on 09/27/2013 08:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Bowties-Cinema-Trumbull-CT/Trumbull-Connecticut-06611/Bowties-Cinema-Trumbull-CT-Ben-Moss-CEO-Tanya-General-Manager-Brandon-BOWTIES-CINE-1087917. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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