Yesterday, my wife and I decided to go out for a movie at Fox Bay Cinema Grill to see Silver Linings Playbook. The movie started at 9:30PM. My wife and I were a few minutes late getting there and walked in at about 9:33PM. Nobody was at the ticket counter and after about two minutes of searching around I spotted and flagged down the young lady that was cleaning the front lunge so she would come and sell us the tickets. We walked into the theater and the movie had just started (about 9:36PM). As the waiter made his initial rounds already and had taken everyone's order, we did not get services immediately. My wife suggested that we can wait until the waiter comes around again and place our order then. About 30 minutes into the movie, nobody came up to us to see if we needed anything or would like to place an order. I walked out to the bar to see if I could find someone, and there was nobody at the bar. The young lady that was there initially was nowhere to be found also. I went back into the theater and after a while realized that we would not be serviced at all. We decided not to interrupt our movie anymore and that I would try and find someone after the movie to make a complaint.
After the movie, we came out to the bar and after standing there for about 3-4 minutes, a woman came out (turns out it was the owner, initially I did not know that). I explained my situation and she was apologetic, with a professional tone of voice, but was not sincere, like it was no big deal and I was being brushed off and nothing would get done to rectify the situation. I was professional and polite in my demeanor, and the lady was calm as well. I wasn't expecting any handouts, but I was never offered any compensation (any other place would offer a free ticket, dessert, etc..), not for any other reason but to be business courteous and to show the customer that their business is welcomed and appreciated. Furthermore, as I felt that I was being brushed off, I explained that I have been coming to this establishment for many years, and that I am beginning to think that I should seek to take my business elsewhere. The owner even went as far as to tell me that "it's my choice if I want to come here or not" and that they are cheaper than other theaters. I know it's my choice. As a consumer, I do not have to be told I have choices as I am aware of that. But thank you for your permission to have that choice. I stated that I will write a letter to the owner and was informed that she is the owner. So, here is my letter!
POOR SERVICE / FOOD TERRIBLE / MYSTERY LIQUOUR?. If you want a nice pleasant place to go for a date or an outing with adult friends after 9pm - PLEASE DO NOT GO HERE. I ordered an alcohol drink from the bar that had all the liquor on display, the bartender took my glass to the back in the kitchen where I could not see and put god knows what in my glass and brought it back out to me. When I asked the bartender about why he didn't make my drink up front where the liquor out on display was & so that I could see my drink being made, he gave no good reply. I refused the drink, and proceeded on to our movie and food, when we got the food which it was too dark to really even explore the food it was hard and dried out as if it were left over from earlier that didn't sell. I asked the waiter how long ago this food had been cooked he said it was fresh. Ummm there is no mistaken when heating up left over wings and french fries they get hard and totally dry, you can't reheat them in the microwave and pass them off for fresh. WHAT A DUMP, even for teens to hang out at.
A popular hangout. Fox Bay itself isn't a very comfortable or enjoyable theater, the movie sound echos off the walls and the space isn't very large, but it's very popular. It's exactly in the place most teenagers hang out with their friends, and it's a hot spot for groups of friends and young couples. I don't enjoy the theater itself as much as I enjoy another theater 15 minutes away...but I do have to say where it is and the fact that it's easy to go to, quickly, from many places in the local area is very convenient. :)
Poor Service. The waiter forgot about us. During the 2.5 hour movie we didn't even get water refills, even though the two tables next to us got asked two or three times if they wanted anything.
a clumsy concept poorly executed. Wow!!! Where to begin....Squeaky barstools that tower over the low formica bar in front of you (try that for two/three hours) Food and beverage service that goes on during the movie. There was an EXTREMELY annoying family with small children that were very loud (the grownups were pretty obnoxious themselves). I saw several people complain to the staff who either couldn't of wouldn't deal with it. On top of that we had a surly, brusque waitress that I can only assume was a future cat lady. We ordered two beers and, instead of telling us that service was over or that they didn't serve our kind or whatever, she took the order and that was the last we saw of her until it was time to pay up, very passive-aggressive. We are a married couple with children who rarely get to go out and, when we do, our time is precious. Fox Bay wasted our time.
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