Gardena Cinema Complaint - Horrible Customer Service, Filthy Building

Review by fierros1 on 2007-07-19
GARDENA, CALIFORNIA -- My 50 year old husband and myself wanted to see a matinee at the local Cinema one Saturday, we had been to this Theater many times before, and though we were not impressed by it's cleanliness, it is 1 mile from our home, and was never crowded. We paid and entered, then headed to the snack bar for a coke and popcorn which we were going to share. We went to our seats, I took a drink and handed the soda to my spouse. He took a drink then asked me how much I had drunk from the now half empty 32 oz cup. I told him, then we opened it and saw it was half full, we weren't sure what happened, so my husband took the soda to the teenager working behind the snack bar, who said he didn't know, maybe it was foam before. The Spouse asked him to at least fill it up since we paid over 4.00 for this drink, that's when the "manager" stepped it, He basically called my husband a liar. My husband put the coke on the counter, and asked for a refund, he was told NO REFUNDS! OK, now it gets fun, You do not call a middle aged, middle class, paying customer with a complaint, a liar... it irritates them. My husband told the manager what he thought of his customer service skills, and his stale popcorn, as well as the stained and filthy floors and carpets throughout the Gardena Cinema. We were asked to leave, given a refund for the 2 tickets only and threatened with the police. We offered to stay and discuss the matter with the police, but the "manager" just ran inside. I contacted the Better Business Bureau, and told them this story. The rebuttle from Gardena Cinema was full of exagerations and lies. That's ok, they also pointed out their racism by pointing out the race of my 4th generation America Husband and my 17th generation American self. (Hispanic and Caucasian) I never once have brought up the race of the owner and his family (who all work there).
Comments:7 Replies - Latest reply on 2007-07-19
Posted by warddw1526 on 2007-07-19:
As there would be no proof that you did or did not drink half of the drink, I can see them refusing to refund the drink. Plus, I would love to hear the cinema manager's side of the story. You did say the manager "basically" called your husband a liar. What did he actually say?
Posted by Anonymous on 2007-07-19:
Everyone lie.
It does not matter your age, race, class or religious belief, we all lie.
See, I am lying right now…
Posted by Anonymous on 2007-07-19:
I also do not think pointing out someone’s race/heritage is considering racism.
Posted by heaven17 on 2007-07-19:
There seems to be a disturbing air of superiority in this complaint...

If you've been going to this place for a while and never addressed the cleanliness or 'stale popcorn' before, then you accepted the conditions by default.
Mentioning it during a petty confrontation sounds kind of sad and desperate.
Ultimately, it's really easy to slurp down half a soda and then claim it was only half full when you got it. Ain't saying that's what you did, but you can see how this might be perceived by an employee who's seen and heard it all.
Posted by Anonymous on 2007-07-19:
I agreed, heaven17.
Posted by Pomona Guy on 2007-07-19:
I side with the OP. Gardena isn't the best town, but a lot of decent people still live there. All the theater had to do was give them 25 cents worth of Coke and they would have been happy. Also, there are racial tensions in that town, so I also understand their feelings of racism.
Posted by bill on 2007-07-19:
If you bought a 32oz Coke but only got 16oz, you should have noticed the cup was light as soon as you picked it up at the counter.

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