Poway >Arts & Entertainment > UltraStar Poway Cinemas
13475 Poway Road, Poway, CA | Directions 9206432.954780 -117.039757
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Recently my wife and I visited UltraStar Cinemas in Poway, CA, using one of our LivingSocial vouchers that are good for two movie tickets and large popcorn (purchased for $15). We have used these vouchers in the past, however for special engagements, the voucher promotion is not applicable however the cash value of $15 is good for the purchase of such tickets (we pay the difference, if any. We know this because this is how we've used them prior). My wife and I only get to go to the movies together maybe twice per year as we have a toddler with a very limited number of trusted babysitters, so we figured going for our anniversary date was a great way to be together. Unfortunately, the morning manager refused to honor the voucher, even after I stated that I was aware that only the paid value of $15 could be applied in this case and we would not get the large popcorn. He still refused to allow us to enjoy our date at the movies, stating that the paid value is only good for concessions, even though the voucher’s fine print says “PAID VALUE ($15) DOES NOT EXPIRE” and “PROMOTIONAL VALUE ($15) EXPIRES: 09/18/2012”. Nowhere does it mention that the paid value is only good towards concessions, as he insisted on. So, I asked for the general manager’s phone number which he provided, and I proceeded to call the number which simply rang and rang and rang without a voicemail (he then mentioned the general manager is not there, and that it would ring until she arrived at another time…thanks for this late information!). The customer who was behind me then mentioned that while I was on the phone, they honored her movie tickets which were from ANOTHER cinema company…not even UltraStar! So while this manager allows coupons to be used that are intended for other companies, he would not honor my paid value voucher for $15, even though both movie tickets together would have only cost $12 (first showing of the day). After further discussion with him (roughly 8-10 minutes), it was apparent due to his complete lack of understanding and uncaring facial expressions underneath his faux-hawk that he was not going to allow my wife and I our anniversary date at UltraStar. I naturally walked out frustrated and my wife in and said she didn’t understand why he wouldn’t allow a $15 paid value voucher to be used on two $6 tickets. He then said, “Sure, I can do that” and then continued to gripe to her about how he didn’t like the way I was talking to him, which is why he wouldn’t honor the voucher previously. Mind you, I never spoke to him more intently until many minutes after he continued to not honor our voucher. Regardless, my wife would not hear his gripes and simply walked out telling me that the manager agreed to honor the voucher. I then proceeded to spend another $15 on drinks and candy, so this whole fiasco was obviously not about the money, but rather the complete disregard for customer satisfaction and honoring the LivingSocial voucher as per the fine print. It is obvious that this person enjoys the “power” of being a cinema manager over customer service or satisfaction. In today’s world of stadium seating and huge theatres, which there are many of in the area, you would think UltraStar would try to maintain pleased customers in order to stay in business, as they are honestly lacking the “Ohhh” and “Ahhh” of other theatres. Maybe not though. As it stands, I will not extend my patronage to UltraStar Cinemas any longer, and have notified LivingSocial of the incident and have requested refunds on the remaining vouchers that I had purchased prior on grounds of the vendor not honoring the vouchers as required by the fine print. I’d rather pay full price at the closer, bigger, and newer Edward’s Cinemas for the rare date that my wife and I get to go on together than to go through this kind of abuse, tainting the pleasant experience into one I’d rather forget about.
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