Alamo Drafthouse Cinema South Lamar
🎬 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
Management failed to provide a refund after a fire alarm evacuation.
Business reply on Google
Hi Miranda, Thank you for taking the time to share your feedback. I'm so sorry your movie was interrupted by the fire alarms and that you haven't yet received a response regarding your refund request. We understand how frustrating that must be, especially after purchasing tickets for a group. Please email the South Lamar management team directly at [email protected] with your ticket details and refund request. They'll be able to review your visit and follow up with you directly to help resolve this. Thank you for your patience, and we appreciate the opportunity to make this right.
unfulfilled coffee order, parking validation failure, and uncomfortable seating
clunky digital ordering system and decline in food quality
Business reply on Google
Hi Brooke, Thank you for taking the time to share your feedback. We're very sorry to hear that your recent visit was so disappointing. We understand your concerns about the mobile ordering experience and appreciate you explaining how it impacted your ability to enjoy the movie. We're also sorry to hear that one of your favorite menu items no longer met your expectations. We'd appreciate the opportunity to learn more about your experience. If you're willing, please reach out directly to the South Lamar management team at [email protected]. They'll be happy to review your concerns and follow up with you directly. Thank you again for your honest feedback. We hope to have the opportunity to earn back your trust in the future. Cheers! 🍿
Cinema sold tickets for seats that were not available.
Business reply on Google
We're really sorry to hear about your experience, Hunter. It’s disappointing to learn that your ticket situation and the overall service did not meet your expectations. We appreciate your feedback about the new ordering and parking systems, as well as the staff's experience. Please email us directly at [email protected] and let us know how we can do better. Your insights are important to us and will be shared with the team for improvement. Thank you for bringing this to our attention, and we hope to provide a better experience in the future.
no staff available to assist with ticket purchase
Business reply on Google
I'm really sorry to hear about your experience, Emily. It’s frustrating when things don’t go as planned, especially when you were looking forward to seeing a movie. We'll definitely look into the issues you faced with ticket purchases and staff availability. Please email us directly at [email protected] and let us know how we can do better. Your feedback is valuable to us, and we hope to improve our services moving forward. Please feel free to reach out if you have any further concerns. 🎬
Difficult QR code ordering system and mandatory tipping fee
Business reply on Google
I'm really sorry to hear about your experience with the QR code ordering system. It sounds frustrating to have to deal with technology when all you want is to enjoy your meal and movie. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will take it into consideration as we strive to improve our services. Thank you for sharing your thoughts! 😊
mobile ordering system causes missed portions of films
Business reply on Google
We're really sorry to hear about your experience, Leonora. We appreciate your long-standing support over the years, and it’s disappointing to know that our new ordering system has affected your visits. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we will certainly take it into consideration as we strive to improve our service. We hope to bring back the enjoyable vibe you remember! 🎬✨ Thank you for sharing your thoughts with us!
Poor service, food quality, and unexpected parking and service charges.
Business reply on Google
We're really sorry to hear about your experience, Tyler. It sounds like the recent changes have not met your expectations, and we truly appreciate your feedback. Please email us directly at [email protected] and let us know how we can do better. We're committed to improving and will take your comments into consideration as we work on enhancing our service and offerings. Thank you for sharing your thoughts with us.
Overcharged for food orders and implemented inconvenient parking validation fees.
Business reply on Google
Hi Lucas, Thank you for taking the time to share your thoughts with us. We truly value your long-standing support and are sorry to hear about your recent experiences. It's concerning to learn about the issues you've faced, from the parking changes to the food quality and ordering difficulties. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and we will make sure it reaches the appropriate team for review. We aim to provide a great experience, and it's disheartening to hear we missed the mark this time. We hope you might reconsider in the future, but we completely understand your decision. Take care!
Ordered items failed to arrive and staff were dismissive.
Business reply on Google
Hi Eila, Thank you for sharing your experience with us. We're genuinely sorry to hear about the service issues you faced during your visit. It’s clear that we fell short of the high standards you’ve come to expect from us, especially as a dedicated fan and season pass holder. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the ranch situation is important, and we’ll address this with our team to ensure it doesn’t happen again. We appreciate your loyalty and hope to restore your faith in us during your next visit. Thank you for being a part of the Alamo family! 🍿
unauthorized service fees added to food orders
Business reply on Google
I'm really sorry to hear that your experience was disappointing, Alex. It sounds like the changes to our service model have left you feeling frustrated, and I understand how that can be disheartening. We strive to provide a great experience for all our guests, 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 regarding the additional fees is concerning, and I will make sure it is addressed with our team. Thank you for bringing this to our attention, and we hope to earn back your trust in the future.
Unwanted gratuity charges and poor service standards at the cinema.
Business reply on Google
Hi Raychil! I'm really sorry to hear about your experience at Alamo Drafthouse. It sounds incredibly frustrating to deal with so many issues during your visit, from the service to the food quality. We appreciate your feedback and understand how important it is for us to provide a better experience for our guests. Please email us directly at [email protected] and let us know how we can do better. Your comments will be taken into consideration as we strive to improve. Thank you for sharing your thoughts with us!
Inefficient online ordering system and poor service experience.
Business reply on Google
I'm really sorry to hear that your experience didn't meet your expectations, Stefany. It sounds like the changes to our menu and ordering system have made it difficult for you to enjoy your time with us. We appreciate your feedback and understand how frustrating it can be when the convenience of service diminishes. Please email us directly at [email protected] and let us know how we can do better. Your comments about the service fee and tipping policy are valuable, and we will certainly take them into consideration as we strive to improve our guest experience. Thank you for sharing your thoughts, and we're glad you enjoyed Alamo Drafthouse in the past. We hope to have the opportunity to welcome you back in the future. 🎬
difficulty canceling tickets due to unresponsive customer service
Business reply on Google
I'm really sorry to hear about your frustrating experience with the cancellation process, Ines. It's understandable to feel upset when you're unable to get the help you need, especially when it involves your money and plans. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback about ordering through phones and the difficulties you've faced. Your comments will certainly be taken into account as we strive to improve our services. Thank you for bringing this to our attention, and I hope your issue gets resolved quickly!
New phone-based ordering system causes distractions and poor movie experience.
Business reply on Google
I'm really sorry to hear about your experience, Dodd. It sounds incredibly frustrating, especially with the transition to phone orders not going as planned. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will definitely take it into consideration as we work to improve. Thank you for acknowledging our staff; they truly do their best in tough situations. We hope you might give us another chance in the future. 🍿
Staff member was rude to customers during the movie
Business reply on Google
I'm really sorry to hear about your experience, Abby. It’s disappointing to know that the service didn’t meet your expectations, especially when you were hoping for a fun outing. Please email us directly at [email protected] and let us know how we can do better. We take feedback like this seriously, and I’ll make sure to pass your concerns along to the management team. Thank you for sharing your thoughts with us, and I hope you’ll consider giving us another chance in the future. 🍿
The new mobile ordering system and high prices reduced customer satisfaction.
Business reply on Google
Hi Neal, Thanks for sharing your thoughts with us. We're sorry to hear that your recent experience at Alamo Drafthouse didn't meet your expectations. We understand how important the unique atmosphere and ordering process are to our fans, and we appreciate your feedback on the pricing and service changes. It's great to hear that your server was friendly and that you enjoyed the food, but we recognize that it's not enough to outweigh your concerns. Please email us directly at [email protected] and let us know how we can do better. We hope you might consider giving us another chance in the future. Take care!
Poor service, dirty seating, and frustrating mobile ordering system implementation.
Business reply on Google
I’m sorry to hear about your recent experience at Alamo, Andrew. It’s truly disappointing when a place you love doesn’t meet expectations, especially after so many visits. Please email us directly at [email protected] and let us know how we can do better. Your feedback on the staff changes and the mobile ordering system is concerning, particularly regarding how it affects the overall atmosphere and service. It’s understandable to feel frustrated when service levels decline while costs increase. I hope Alamo takes your feedback seriously and works on improving the experience for dedicated customers like you. Thank you for sharing your thoughts.
The new QR code ordering system negatively impacted the customer experience.
Business reply on Google
I'm really sorry to hear about your experience, Brittany. It sounds like the changes have had a significant impact on your enjoyment of Alamo, especially after so many years of loyalty. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the QR ordering system and the messaging is valuable, and I hope they take it to heart. It's always disheartening to see a place you love change in a way that doesn't feel right. Thank you for sharing your thoughts.
Staff provided poor assistance with the mandatory QR code ordering system.
Business reply on Google
I'm really sorry to hear about your experience at Alamo Drafthouse. It sounds frustrating to deal with the QR code system, especially when it isn’t working for you. It's disappointing when the service isn’t up to par either. Your feedback is valuable, and I hope they can improve the situation for future visits. Please email us directly at [email protected] and let us know how we can do better. Thank you for sharing your thoughts.