Cinemark Theater - Capitol 16 Compliment - Great response to my complaint

Review by 43461 on 2007-07-11
SAN JOSE, CALIFORNIA -- On July 4th, my family and I went to the theaters to see a movie. We often visit the Capitol 16 facility, as it is close, good parking, friendly staff and usually very well kept.

Upon arriving at our theater for a 1:05 pm showing, we found that it had not been cleaned since the previous movie. Empty cups, paper and trash were throughout. We often visit this theater, and have never found it in such a state.

That evening I visited Cinemark's website and submitted a comment on line about the condition of the theater.

One day later the General Manager of that facility responded to my complaint. She had question her staff and confirmed the theater had not been tended to as it should have been.

She was very apologetic and assured that the issue was being addressed. She offered free passes for my family and I for not meeting our expectations during our visit. A few days later the passes arrived, and we are looking forward to our next visit.

Kudos for how you handled my complaint.
Comments:6 Replies - Latest reply on 2007-07-12
Posted by jktshff1 on 2007-07-11:
Good to know there are still companies out there that know how to take care of the customer
Posted by MRM on 2007-07-11:
What did you watch on the 4th of July... Transformers, of course! I think I will write a complaint to my local movie theater to get a FREE movie pass! Thanks for the tip, Howard!
Posted by Anonymous on 2007-07-11:
Posted by MRM on 2007-07-11:
*singing* Transformers... more than meets the eye!
Posted by Anonymous on 2007-07-11:
MRM stop singing! It hurts......
Posted by poppapia on 2007-07-12:
This was handled very well on both sides: the customer didn't make a scene at the business, and the business took proper and prompt action.

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