Haley Milligan
2/5
We went to see Wild Robot yesterday at Century 21 and were surprised to see a limited amount of vehicles parked outside in the early evening. We’ve been to this location a few times in the last couple of years and haven’t had a bad experience, but we did come with a smaller amount of people. We were the only ones in the lobby with about 4-5 staff working concessions. We were clearly spending a couple of minutes trying to find the perfect movie snack combination that we were going to enjoy for the family. No one greeted us or asked if we needed help with ordering. As we normally do, we were looking to purchase a refillable option. After reviewing the combo options and having to ask prices (they are not listed), we picked our combo. It wasn’t until we realized at checkout they individually key in every product in the combo and there is no price difference than just ordering items separately - Very deceiving! We brushed off the lack of customer service and enjoyed our buttered popcorn, candy, and sodas. About halfway through, we needed a refill, and to our surprise, the unfriendly staff member we originally ordered from, told us we could not get a refill on our large bucket. Why was this not shared when we had ordered at the beginning sharing that we wanted a refillable option. We were then shown the XL bucket, which is very similar in size, shape, and color, and told it was the only refillable popcorn option. We were disappointed this information was not shared with us when we originally inquired about combos, refillable options, and pricing.
Rather than apologize for the confusion, the staff member asked if we wanted to purchase more popcorn…
The entire experience felt deceptive. It seems like the staff has been trained to withhold key information to confuse and upsell customers. We left feeling frustrated, and now it makes sense why the parking lot was so empty. We won’t be returning!
