Studio Movie Grill

Reviews 3

AS

Ashlie Wilson

My son was away for the night so my husband and I had the opportunity to have a date night and choose to go to the movies. We arrived to the movie early and got to our seats before it began. When we walked into Theater 8 we were immediately met with a wave of heat. Texas summers are terribly hot without A/C and it was obvious the A/C was not turned on in this small theater. We politely asked the sweet older couple next to us if it felt hot to them as well and they said "Yes. We were here a little while ago and the A/C broke during our movie, but we got free passes after it was over." She then said "We already talked to the waiter and he said his manager is working on getting the A/C turned back on right now." We thought this meant the A/C would be turned on shortly. We started fanning ourselves and the waiter and staff said nothing to us about the heat inside the theater and they did not address the situation. We both ordered dinner and thought the A/C would be on soon. About 20 minutes later we were thinking about leaving the movie and this was about 5 minutes into the actual movie after the previews, but then our food arrived. We were not about to grab our food and eat in the second floor lobby so we stayed the extra 10 minutes to eat dinner before getting up to leave. When we walked out of the theater we were met with the kind wait staff that were standing in front of a computer. We asked for our check and the waiter said "Oh yes it is very hot in there. I have been trying to avoid that theater because it is just too hot." He said he was calling the manager over because we would get free passes. The manager came quickly up the stairs and immediately whipped out two free passes. He then said he was sorry about the heat and then handed my husband two free passes. My husband said "Im sorry, but we would like our money back." The manager quickly responded and said "I cannot control the temperature, the A/C is broken, and this is just out of my hands. I cannot refund your ticket because the movie already started." He literally turned his back and walked away without giving us any time to respond and walked down the stairs. I am so appalled by this response. It shows so much disrespect toward us and it was completely embarrassing in front of the wait staff. It showed a complete failure and lack of leadership and such a poor example of how to treat other people. I was so upset when we left, but did not make any scene. As a manager, he knew prior to the movie starting that the A/C was not working and his own staff did not want to be in that theater. I know they were aware of the A/C from the sweet couple next to me who were in the exact theater before and it went out then. This manager did not even tell any guests inside the theater ahead of time to give them the opportunity to leave before the movie began. He tried to pull a fast one over on the movie guests by saying he was trying to get it to work, knowing he was making zero effort. This is pure disrespect to all of the guest in that theater that pay their hard earned money to be treated in that way. I understand that theaters have policies like this to prevent people from taking advantage, but at what point is there accountability on the theaters? If we could not have a refund then it would have been nice for him to offer to comp our $20 meal for the inconvenience. It was the pure lack of effort and disrespect that we encountered that is so off-putting. I really hope future situations like this will be better handled and you evaluate who you have running your locations because I am sure other people are having the same declining service that I have experienced this evening. It is never okay to treat others like they do not matter and that is the exact feeling my husband and I received from the manager at Studio Movie Grill in Colleyville.

AL

Al El

This theater needs to close PRONTO. After several disappointments over the last couple years, I decided to give SMG another shot at the Tuesday summer kids series today. Unfortunately, several disappointments (and one disgusting health code violation)... 1) Since the movie was at 11 a.m., my son and I only wanted popcorn, but it took 20 minutes to arrive. And even worse, it was very obviously popped 1-2 days ago. VERY stale and rubbery for $7.58. I would think movie theaters would want their most popular food item to be fresh. 2) Its been my experience that most movie grills bring out your bill 20 minutes prior to the end of the movie to settle your bill or have a chance to add one more item. 5 minutes into the credits, I was still looking for a staff person to bring me my bill, which was NOT helpful when you have children and the movie is over. 3) Worst of all: when I ordered a water and the waiter brought me a soft drink (I tasted it), I immediately told him of the mistake and asked for a water. He saw the group next to me say they had gotten my water by mistake, so HE JUST EXCHANGED THE DRINKS BETWEEN US. HE ACTUALLY GAVE ME ANOTHER PERSONS PREVIOUSLY TASTED DRINK AND GAVE THEM MINE. Thank you kid for trying to give me a strangers germs and them mine. Makes me wonder if theyre doing things like this in front of their customers, what are they doing in the kitchen? Dropping my burger on the floor then putting it back on the bun? SMG, you have consistently been a complete and utter gross disappointment, and I will continue to enjoy my movies at Keller Movie House & Eatery. They are nothing but a pure delight (and a healthier, less germ-spread choice at that).

CI

Cindy Huff

We had a Groupon to go to the Studio Movie Grill in Colleyville and arrived 40 minutes early. Looked at the menu for 10 minutes then got to go into the theatre which we were the first ones there. The waitress took our order which we should have been able to finish before the movie started. When my hamburger came and I took a bit it was dry with no condiments on it. We hit our light for service and after a long time our waitress returned we explained and she said they usually put it on the side but she would get us some mustard. Time went by at least 10 minutes and she took the order of the couple next to us. She looked over and asked if we got our mustard to which we said no she said it was on the way. Another 10 minutes went by and my hamburger was getting cold and the movie started. I waited another 5 minutes and then got up to go find out why I could not get a simple cup of mustard. Finally our waitress came around the corner after I sent someone to find her. I was very upset, hungry and do not like eating cold hamburgers. I expressed my disappointment and told her in a loud voice with the manager close by that we would not be returning but stick with our Keller Eatery instead as their service is much better. Also please note that their seats do not recline and so they have many more seats in the theatre which makes it harder on the waiters. I do not recommend this place just beware!