AMC Castleton Square 14

michael nelson 2 weeks ago

I recently left a review for this AMC location and actually gave credit to the staff for their professionalism, despite having issues with the movie presentation and refund process. Unfortunately, after my latest experience, I can no longer say the customer service is good. My daughter may have left her house key at the theater. Since I live about 20 minutes away, I called first to see if anyone had turned it in before making the drive. The first call went unanswered. The next several calls were answered and immediately hung up after I said hello. On another call, someone answered and left the phone off the hook. I could hear employees talking and everything happening in the background, but nobody ever returned to the phone. I stayed on the line while driving to the theater, and nearly 20 minutes later, the phone was still off the hook. When I arrived, I asked to speak with a manager and explained the situation, including the fact that I was still connected to the theater phone. That concern was completely ignored. I was told that nothing had been turned in yet, but the manager could check the theater if needed. I went to the auditorium myself and found it packed with people sitting in the area where my daughter had been seated. I returned and explained that it would be difficult for me to search without disrupting guests. I provided the exact seat location and a description of the key and asked if someone from the staff could check. Instead, I was told to come along and check with them. Respectfully, that’s not the customer’s job. I wasn’t asking for special treatment—I was simply asking for assistance locating a potentially lost house key after already wasting time driving there because nobody would properly answer the phone. At that point, I was visibly frustrated and did raise my voice. However, my frustration was directed at the situation and the lack of assistance I had received. Once I realized that my behavior could create additional issues or disrupt others, I stepped away from the conversation and left. The most frustrating part wasn’t even the missing key. It was the complete lack of concern for my time. If staff are busy, that’s understandable. But repeatedly answering and hanging up on customers, then leaving the phone off the hook, is unacceptable. A simple “Please hold” would have been enough. This is now the second negative experience I’ve had at this location within a week. Based on this experience, I will be contacting corporate and cannot recommend this theater’s customer service.

Ivy T 3 months ago

Theater 4 has those nice reclining seats, which honestly made the whole experience way more comfortable—great for just sitting back and relaxing during the movie. Parking was easy too. Overall, it’s a smooth, easy movie night kind of place. I’d definitely come back again.

Ryan Brassard 9 months ago

This is now the only place we watch movies in theaters anymore! All theaters have luxury leather stadium seating sound systems great plenty of options for food and alcohol if that your thing.. it's next to the Gaston square Mall plenty of shopping restaurants highly recommended!

Myesha F a year ago

Enjoyed an almost no crowd 11:45am showtime of Dog Man! Theatre and restrooms were tidy. Did not purchase food this time, but would recommend funnel cake sticks. It was a CC movie and had been listed as such, wondered if that would be an issue but found myself reading everything. 🤣 Comfortable seats, the back row feels almost like your the only row in the theater. Purchased the tickets on groupon and entry with the QR code was smooth.

Renita Maul 2 months ago

The movie Michael was a wonderful movie everyone did an amazing job. The problem i had was the confession stand where the soda machine, the butter area for popcorn was just disgusting. The women's restroom need serious attention. The movie theater seating area wasn't clean we had butter oil in the seats that we had to wipe down before we sat down to watch our movie. Please do better we pay our money for entertainment. Keep it clean. Do better!