Alamo Drafthouse Cinema Cedars
🎬 Entertainment · Dallas
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
unresponsive customer service and ineffective issue resolution
Business reply on Google
Hi Eduardo, Thank you for taking the time to share your feedback. I'm very sorry to hear about your experience. We understand how frustrating it is when you're unable to reach the theater for assistance and feel that your concerns weren't properly addressed. That's not the level of service we strive to provide, and we appreciate you bringing it to our attention. We'd appreciate the opportunity to learn more about your visit. Please email the Cedars management team directly at [email protected] with the details of your experience. They'll review your concerns and follow up with you directly. Thank you again for your honest feedback. We hope to have the opportunity to regain your trust and provide you with a much better experience in the future.
website and phone support failed to process a ticket refund request
Business reply on Google
Hi Yadiel, Thank you for taking the time to share your feedback. I'm very sorry to hear about your experience. I understand how frustrating it must have been to try to request a refund in advance, only to run into issues with the website and be unable to reach anyone by phone. That's certainly not the experience we want our guests to have. We'd appreciate the opportunity to review what happened. Please email the Cedars management team directly at [email protected] with the details of your visit, including the showtime and ticket information. They'll be happy to investigate your concerns and follow up with you directly. Thank you again for bringing this to our attention. We appreciate your feedback and hope to have the opportunity to make things right.
The popcorn was poor quality and the cookies were stale.
Business reply on Google
Hi, Thank you for taking the time to share your feedback. I'm sorry to hear your first visit to our Cedars location didn't live up to your expectations. We understand how disappointing it is when favorites like popcorn and warm cookies don't meet the quality you expect, especially when you've had great experiences at our other locations. Your feedback about the food quality and consistency is important to us. We'd appreciate the opportunity to learn more about your visit. Please email the Cedars management team directly at [email protected] with the details of your experience. They'll be happy to review your concerns and follow up with you directly. Thank you again for your feedback. We hope to have the opportunity to provide you with a much better experience on your next visit.
Theater temperature was uncomfortably hot and staff provided poor service.
Business reply on Google
Hi LouieSadi, We're very sorry to hear about your experience. That certainly isn't the experience we want our guests to have, especially when it comes to the auditorium temperature, service, and the time it took to receive your food and drinks. We'd appreciate the opportunity to learn more and address your concerns. Please reach out directly to [email protected], and the Cedars management team will be happy to review your visit with you. Thank you for taking the time to share your feedback. We hope we'll have the chance to provide you with a much better experience in the future. Cheers! 🍿
Cinema refused entry and refund for late arrival
Business reply on Google
Hi Kevin, Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how frustrating that must have been after traveling to the theater. We'd appreciate the opportunity to learn more about your visit and discuss your concerns. Please reach out to our theater management team at [email protected], and they'll be happy to follow up with you. Cheers! 🍿
New phone ordering system causes long wait times and incorrect food delivery.
Business reply on Google
Hi Jeremy, Thank you for sharing your detailed feedback. We’re truly sorry to hear about your experience with the new phone ordering system. We understand how important the unique charm and atmosphere of Alamo are to our loyal customers like you. Please email us directly at [email protected] and let us know how we can do better. Your concerns about the shift towards technology and its impact on the movie experience are valid, and we appreciate you bringing them to our attention. We aim to create a distraction-free environment and it’s clear that this change has not aligned with that vision for you. We will take your comments into consideration as we evaluate the system and its effect on our guests. We value your long-time support and hope to regain your trust in the future. Thanks for reaching out!
Food orders were not delivered and service was unresponsive
Business reply on Google
I'm really sorry to hear about your experience. It sounds incredibly frustrating, especially on a day meant to celebrate. We strive to provide a better service, and it’s clear we missed the mark this time. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we'll look into these issues to make necessary improvements. Thank you for sharing your thoughts, and I hope you'll reconsider in the future.
International payment methods are not accepted for online or in-seat orders.
Business reply on Google
Thank you for sharing your experience. We're sorry to hear about the frustrations you faced with the payment methods. We understand that it can be inconvenient, especially when traveling from outside the United States. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the ticketing process and payment options is valuable, and we'll take it into consideration as we work to improve our services. We're glad you enjoyed the cozy atmosphere and the rescreening of those films! We hope your next visit goes more smoothly. 😊
Customer was denied entry for arriving five minutes late.
Business reply on Google
I'm really sorry to hear about your experience, Connor. It’s disappointing to know that you felt unwelcome due to a minor delay. We strive to be accommodating and your feedback is important to us. Please email us directly at [email protected] and let us know how we can do better. We appreciate you taking the time to share your thoughts and we'll work on improving our policies. Thank you for your input.
Staff locked theater doors early preventing entry for ticketed movie.
Business reply on Google
I'm really sorry to hear about your experience. It's frustrating when plans don't go as expected, especially when you've made the effort to arrive on time. Please email us directly at [email protected] and let us know how we can do better. Your feedback regarding the staff and the door policy is important, and we will look into it to ensure this doesn't happen in the future. Thank you for bringing this to our attention. We hope you might give us another chance down the line. 🎬
Excessive pricing for food and inconvenient mobile ordering process.
Business reply on Google
We're really sorry to hear about your experience, Mako. It’s disappointing when expectations aren’t met, especially with prices that feel unjustified. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the app ordering and drink pricing is invaluable, and we’ll definitely take it into consideration as we strive to improve. We appreciate your loyalty through those 20 movies, and it's unfortunate this visit didn't reflect the quality you’ve come to expect. Thank you for sharing your thoughts with us.
Strict late entry policy and non-refundable taxes and fees
Business reply on Google
Hi Tiwa, I'm really sorry to hear about your experience. It's frustrating when unexpected circumstances lead to issues like this, especially regarding late-entry policies and the refund process. Please email us directly at [email protected] and let us know how we can do better. Your feedback about clear communication during the ticket purchase is invaluable, and I assure you that we'll take it into consideration to improve our services. Thank you for sharing your thoughts, and I hope your next outing is much smoother. We appreciate your feedback!
Staff denied entry despite prior confirmation of screening availability
Business reply on Google
I'm really sorry to hear about your experience, Thalia. It’s frustrating when expectations set over the phone don’t match reality, and it’s clear that our team fell short in this instance. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the communication and support is invaluable, and we will definitely work on improving in these areas. Thank you for bringing this to our attention, and we hope to provide a better experience in the future. 🌟
Customer was incorrectly charged for replacement fries.
Business reply on Google
I'm really sorry to hear about your experience. It’s disappointing that your meal didn’t meet expectations, especially with the fries being cold and the unexpected charge. We strive to provide great service and quality, and it sounds like we missed the mark during your visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we’ll work on improving our food quality and service to ensure a better experience for our guests in the future. We hope you'll consider giving us another chance down the line. 🍔🍟
Automatic gratuity charges and poor food quality at the cinema.
Business reply on Google
Hi Keith, We genuinely appreciate your feedback and are sorry to hear about your recent experience. It’s disheartening to learn that the changes we've implemented have not met your expectations. We value our loyal customers like you, and your concerns regarding service and pricing are important to us. Please email us directly at [email protected] and let us know how we can do better. We're committed to improving and ensuring that our guests enjoy their visits. Thank you for sharing your thoughts, and we hope to have the opportunity to earn back your trust in the future. Take care!
Inconsistent and discriminatory enforcement of late entry policy by theater staff.
Business reply on Google
I'm truly sorry to hear about your experience at Alamo Drafthouse Cedars, Summer. It’s disappointing when expectations aren’t met, especially during a highly anticipated event like the Michael Jackson premiere. Your feedback regarding the enforcement of entry policies is very important, and it's concerning to hear that it felt inconsistent and targeted. We strive to treat all our guests with fairness and respect, and I can assure you that we take your concerns seriously. Please email us directly at [email protected] and let us know how we can do better. I will make sure your feedback is shared with our management team to improve our communication and training regarding policies. Thank you for bringing this to our attention, and we hope to provide a better experience in the future.
Inconsistent reservation policies caused denial of entry to a screening.
Business reply on Google
I'm really sorry to hear about your experience, Seb. It sounds incredibly frustrating to face such misleading information, especially when you were looking forward to the event. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will work on improving our communication to avoid situations like this in the future. Thank you for bringing this to our attention. 🙏
Unfriendly staff and intrusive QR code ordering system during movies.
Business reply on Google
I'm really sorry to hear about your recent experience at Alamo Drafthouse, Will. It's disheartening to know that the changes have impacted your visits negatively. We truly value the feedback about the staff and the ordering system, and we’re committed to improving the overall experience for our guests. Please email us directly at [email protected] and let us know how we can do better. Your loyalty in the past means a lot to us, and we hope to regain your trust in the future. Thank you for sharing your thoughts with us.
staff failed to address disruptive guests during a movie marathon
Business reply on Google
I'm really sorry to hear about your experience during the LOTR movie marathon. It’s frustrating when other guests disrupt the enjoyment of a film, especially in a lengthy viewing like that. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the lack of response after reporting the issue is important, and I hope the theater management takes it seriously to improve the experience for future patrons. Thank you for sharing your thoughts, and I hope your next outing is much better.
The new mobile ordering system disrupts the movie viewing experience.
Business reply on Google
I'm sorry to hear about your experience with the new ordering system. Your feedback is important, and it's clear that the changes have left you feeling frustrated. Please email us directly at [email protected] and let us know how we can do better. We appreciate you sharing your thoughts, and we will take them into consideration as we strive to improve our services. Thank you for your input.