Alamo Drafthouse Cinema Mueller
🎬 Entertainment · Austin
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
Poor customer service and confusing device policy at the theater.
Business reply on Google
Hi Chad, Thank you for taking the time to update your review and share your feedback. I'm sorry to hear that your recent experience didn't live up to the standard you've come to expect from Alamo Drafthouse. We understand your concerns about the customer service and the current theater experience. We truly value feedback from longtime guests, and we'd appreciate the opportunity to learn more about what happened during your visit. Please email the Mueller 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 sharing your honest feedback. We hope to have the opportunity to earn back your trust in the future.
Inconvenient ordering system, parking policy changes, and poor facility maintenance.
Business reply on Google
I'm really sorry to hear about your experience, Natalie. We appreciate your feedback about the QR ordering system and understand how it can be frustrating. Please email us directly at [email protected] and let us know how we can do better. We're also looking into the maintenance issues you've mentioned, as we want to ensure a comfortable environment for all our guests. Regarding the parking validation and gratuity changes, your concerns are valid, and we'll take them into consideration for future improvements. Thank you for bringing these issues to our attention, and we hope to regain your trust in the future.
Mandatory mobile ordering and automatic gratuity policies are frustrating for customers.
Business reply on Google
Thank you for sharing your feedback, Solarate. We understand that the shift to mobile ordering can be frustrating, especially when you're used to a more personal touch. We're sorry to hear about the difficulties you faced with the QR codes and the payment process. Please email us directly at [email protected] and let us know how we can do better. Your comments about the tipping system are noted, and we will take them into consideration as we strive to improve our service. We appreciate your love for the Alamo Drafthouse experience, and we're committed to making it better for all our guests. Thank you for your patience and understanding.
Customer objects to the theater screening AI-generated films.
Business reply on Google
We're really sorry to hear that you're disappointed with our decision to show AI movies. We understand how important traditional filmmaking is to many movie lovers, and we appreciate your passion for it. Please email us directly at [email protected] and let us know how we can do better. We’ll take your feedback into account as we move forward. Thanks for sharing your thoughts, and we hope you’ll consider giving us another chance in the future.
Slow service and excessive automatic gratuity charges for simple concessions.
Business reply on Google
I'm really sorry to hear about your experience, Sam. It's disappointing to know that we didn't meet your expectations, especially with the service and pricing. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and we take it seriously. We'll work on improving our processes to ensure a better experience for our guests in the future. Thank you for sharing your thoughts with us. We hope you might consider giving us another chance down the line.
Mandatory mobile ordering, increased prices, and reduced food quality.
Business reply on Google
Hi Paul, Thank you for sharing your thoughts. We're really sorry to hear that your experience at Drafthouse has changed so much over the years. We appreciate your loyalty and truly value feedback from long-time patrons like you. We're continuously working on finding a balance that enhances the movie-going experience while respecting our guests. Please email us directly at [email protected] and let us know how we can do better. Your concerns about pricing and quality are noted, and we will take them into consideration as we strive to improve. We're glad to hear you have had positive interactions with our staff; they really do work hard to provide great service. We hope you might consider giving us another chance in the future. Thank you again for your feedback!
unhelpful staff and slow service during movie screenings
Business reply on Google
I'm truly sorry to hear about your experience. It's disappointing when service falls short, especially after many visits. We understand that our recent changes may have caused confusion, but it's concerning to hear that our staff didn't meet your expectations. Please email us directly at [email protected] and let us know how we can do better. Your feedback is valuable, and we'll be looking into these issues to improve. Thank you for sharing your thoughts, and we hope you might reconsider in the future.
Mandatory phone usage for ordering and incomplete mobile menu information.
Business reply on Google
I'm sorry to hear that your experience at Alamo has changed for the worse, Mitchell. We understand how important it is to maintain the unique aspects that make our theaters special. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the mobile ordering system and the missing menu information is crucial, and we'll be sure to pass it along to the team. We appreciate your loyalty and hope to improve your experience in the future. 🍿
mobile ordering system and limited food options are unsatisfactory
Business reply on Google
Thank you for sharing your thoughts, Cyd. We understand how frustrating the mobile ordering system can be, and we appreciate your feedback on this change. It's great to hear that our staff continues to provide excellent service, but we take your concerns seriously regarding the overall experience. Please email us directly at [email protected] and let us know how we can do better. We value your input as we strive to improve and hope you might consider giving us another chance in the future. Your experience matters to us! 😊
Unauthorized gratuity charge added to credit card bill
Business reply on Google
I'm really sorry to hear about your experience, Mak. It sounds frustrating to deal with unexpected charges, especially when you felt you followed the guidelines. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and want to assure you that your concerns will be taken seriously. Your right to choose whether or not to tip should always be respected. Thank you for bringing this to our attention, and we hope you might reconsider visiting us in the future.
Replacement of paper ordering system with a digital QR code portal.
Business reply on Google
Hi Leah, Thank you for sharing your thoughts. We truly appreciate your feedback and understand how important the ordering experience is for our guests. We're sorry to hear that the change to QR codes has impacted your enjoyment of the theater. Please email us directly at [email protected] and let us know how we can do better. We are always looking for ways to enhance the experience while keeping our values in mind. We hope you might consider giving us another chance in the future. Take care!
Poor service, cold food, and distracting mandatory mobile ordering system.
Business reply on Google
Hi Kelly, I’m really sorry to hear about your recent experience at Alamo Drafthouse. It sounds incredibly frustrating to have the magic of a night out at the movies diminished by a QR code menu and lack of service. Your feedback about the cold food and the absence of personal interaction is very important, and it’s clear that the changes have impacted what made the experience special for you. We truly appreciate you taking the time to share your thoughts, and I’ll make sure your concerns are passed along to the team. Please email us directly at [email protected] and let us know how we can do better. We hope to make improvements that will bring back the quality you’ve come to expect in the future. Thank you for your feedback!
The mobile ordering system is malfunctioning and fails to process payments.
Business reply on Google
I'm really sorry to hear about your frustrating experience with the QR ordering system. It sounds like it caused unnecessary hassle instead of making things easier. We appreciate your feedback and will definitely look into improving this process. Please email us directly at [email protected] and let us know how we can do better. It's great to know our employees are doing their best despite the challenges. Thank you, Phillip, for sharing your thoughts, and we hope to provide a better experience next time!
Staff difficulties with gift cards and uncomfortable theater seating.
Business reply on Google
I'm sorry to hear about your experience, Gerald. It sounds frustrating to deal with such issues while trying to enjoy a movie. We appreciate your feedback on the seating and the service, as we strive to provide the best experience possible. Please email us directly at [email protected] and let us know how we can do better. Your comments about the ordering process and seating comfort will be taken into consideration. Thank you for sharing your thoughts with us. We hope to improve and earn a better rating from you in the future!
Inadequate ordering system and poor quality food served cold
Business reply on Google
I'm really sorry to hear about your disappointing experience, Adell. It sounds like you faced a lot of challenges, from the QR code system to the food quality. We aim to provide a great time for everyone, and it's clear 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 definitely look into improving our services and systems. Thank you for sharing your thoughts with us, and we hope to have the chance to make it up to you in the future. 🍕✨
Unhelpful staff, broken seating, and poor management of disruptive movie patrons.
Business reply on Google
I'm really sorry to hear about your experience, Matt. It sounds incredibly frustrating when expectations aren’t met, especially with the service and the condition of the facility. We strive to provide a welcoming atmosphere and a great movie experience, and it’s clear we fell short in this instance. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we will certainly address these issues with our team to improve moving forward. Thank you for sharing your thoughts, and we hope you might consider giving us another chance in the future.
The theater removed the no-phone policy and changed ordering procedures.
Business reply on Google
We’re really sorry to hear that your experience didn’t meet your expectations. We understand how important the unique atmosphere and policies were to our loyal customers. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we'll ensure it reaches the right team. We hope to regain your trust in the future. Thank you for sharing your thoughts with us.
App ordering system failed and staff interaction was completely absent.
Business reply on Google
I'm really sorry to hear about your experience at Alamo. It sounds frustrating to have such a challenging time with the QR code ordering system and the app. We appreciate your loyalty over the years, and it's disappointing to hear that this visit did not meet your expectations. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and I hope the team can address these issues to ensure a better experience in the future. Thank you, Nicholas, for bringing this to our attention.
The mobile ordering system is inconvenient and disrupts the movie experience.
Business reply on Google
Thank you for sharing your thoughts, Alyssa. I understand your frustration with the new mobile ordering system and how it can detract from the overall experience. Many customers appreciate the convenience of digital menus, but it's clear that it doesn't work for everyone. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the preference for a traditional menu and the impact on the movie-watching experience is valuable. We appreciate you giving the system a try, and I hope we can earn back your trust in the future.
QR code ordering and decreased food quality at the cinema
Business reply on Google
I'm really sorry to hear about your experience, Jane. It sounds like the changes to the QR code ordering and the menu have really impacted your enjoyment of Alamo. I completely understand how frustrating it can be when something you love evolves in a way that doesn't meet your expectations. Please email us directly at [email protected] and let us know how we can do better. It's great to hear that the staff at Mueller are still providing excellent service, but I hope the management takes your feedback seriously and considers making improvements. Thank you for sharing your thoughts.