Three teens went to an R-rated movie (violence), with parents' permission. They had driven 40 miles to go to Annapolis Mall while they were visiting relatives. One of the teens' fathers accompanied them to the mall, waited until they purchased their tickets and, once it appeared the teens would be allowed inside, left. The 16- and 17-year-old teens went to the theater location, where the ticket-taker required all three to have a driver's license (only one had a license). The ticket-taker refused the young men entrance.

My first problem is obvious: Why are teenagers allowed to purchase the tickets but not allowed to enter the theater? A 21-year-old should be required to both purchase the tickets and to accompany the teenagers into the theater if the policy is no entry without a 21-year-old.

My bigger problem is the weekend manager at Annapolis Mall. When I called him and asked for a refund on behalf of the boys, he refused to give the kids a cash refund 'the day after' they purchased tickets, but he would allow them into a PG movie or give them passes (for the Annapolis Mall theater). They were visiting from elsewhere. I told him the kids said they weren't offered a refund or told where to go, the Annapolis Mall weekend manager told me the teenagers 'must' be lying because there was a customer service desk. When I asked whether the teenagers were told where to go, the manager said 'I'm sure they were.' How is he sure? He was not there.

The Annapolis Mall manager further stated that the refund booth is within 20 feet of the ticket-taker, so the teens should have 'known' where to go. I have been to that theater. No, it is not obvious. In fact, the ticket purchase counter itself, where one would expect to seek a refund, is in a separate location, and on a different floor, of the mall. They're teenagers; they have not had this experience. I understand policies; however, the boys were not given any options for a refund, and neither they nor I were shown any kind of customer service, especially by the manager.

The teenagers lost at least $40 on tickets and gasoline and the entire evening. That is a lot of money and a lot of time for a teenager. I have continued to try to get a refund. I asked the weekend manager for a corporate contact, and he said there's just secretaries there, and he refused to give me a telephone number. At this point, nothing short of the theater firing him would make me return to that mall, and I am going to make it a hobby to let everyone in the region know about this RIP-OFF.

ES
Edgewater, Maryland
U.S.A.