AMC Wheaton Mall 9

Alvah Lancaster a month ago

As an AMC Stubs Premiere member, I was extremely disappointed with my experience at AMC Wheaton Mall 9 during the showing of Michael on Sunday night. When we walked in, the theater looked like it was preparing to close for the night rather than accommodate guests during a busy Mother’s Day weekend. Since this was part of my Mother’s Day treat, it made the experience even more disappointing. The atmosphere felt neglected from the moment we arrived. The concessions experience was poor. The employee working appeared uninterested in being there, and there was little care in the handling or presentation of the food. Honestly, it felt like they were giving guests leftover food rather than preparing fresh concessions. They were not popping more popcorn, and when my hubby went to get a refill, he was told there was no more popcorn — and the movie had not even started yet. As an AMC Stubs member, not even being able to obtain a refill before previews ended was unacceptable. What stood out most was that no one checked our tickets at all. Literally anyone could have walked into the theater unnoticed. The self-serve condiment and beverage area also looked neglected. The counters, condiment station, butter area, and soda machines appeared like they had not been properly wiped down or sanitized throughout the day. When we entered the auditorium, it looked like it had not been cleaned all day. The seating area felt unsanitary to the point where it made you question whether you even wanted to sit down at all. I actually asked my hubby if he wanted to leave. I spoke with the manager, who apologized and explained they were short staffed. Ironically, he was the same person I had just seen cleaning the bar area. I understand being short staffed, but guest-facing areas should have taken priority over closing duties. The theater and restrooms should never have been left in that condition while customers were actively arriving for a movie. After speaking with the manager and deciding to stay, I finally opened my hotdog only to find that the bun was overcooked, hard, and clearly not fresh. At that point, after everything else we had already encountered, I honestly did not even have the energy or desire to voice another concern. Another thing that stood out was that the theater lights never dimmed during the previews. Typically, theaters darken before previews begin to create the movie experience and signal that the presentation is starting. The lights remained bright until the movie itself started, which added to the overall feeling that the theater experience was being neglected. To make matters worse, the women’s restroom smelled like a porta potty. After this experience, I started reading reviews for other AMC locations in the area while trying to find another theater to take my family to. Seeing repeated complaints across multiple locations about cleanliness, maintenance, and even pest concerns is alarming and honestly makes this feel bigger than just one bad experience at one theater. AMC, especially for loyal Stubs members, you need to do better with the upkeep, cleanliness, staffing preparedness, food quality, and overall guest experience at your theaters.

Ashley Del Sole 7 months ago

The bathrooms need servicing every time I'm there (trash on floors, no paper towels/soap/TP, etc). Last night there was no ice in either of the soda machines so they had an open bucket of mostly melted ice and a scoop on the counter. I feel like if I spend $19 on a movie and $9 on a soda there should at least be clean bathrooms and functional soda machines. That being said, the staff is always friendly and professional. Perhaps there just needs to be better management/guidance for them.

Alex McOwen 5 months ago

To pay $18 per person to see a movie and barely be able to see over the people in front of us and sit through 30 minutes of previews was a huge disappointment. Theater 6 has a tiny screen and no tiered theater seating. We won't be back.

Joe Chaisson 8 months ago

The staff are, not surprisingly, young people on their new job and such. But they are very professional. They greet you with a smile and like customers with a calm, casual demeanor. Check them out.

Justin Day 6 months ago

The service, food and theater are very good overall. I feel the screens are a little small though.