Posts Tagged ‘Regal Entertainment Group’

Customer (Dis)service

I despise automatic phone trees when you call businesses for customer service.  I know getting a human voice on the line without jumping through hoops, even if it’s from a phone bank in India, is becoming a thing of the past like landlines.

I know that some companies have excellent customer service, but some don’t.  I want to share a few of my recent experiences with you.  I’ll be honest that when I have to call customer service, it’s usually for a mistake or issue, so my patience is not a strong point.


When we leaving our hotel in New Orleans in December to go to the Port to get on the cruise, the valet at our hotel summoned us a taxi van.  While it was very cramped with the five of us, our luggage, and the driver, we got to the Port safely.

The driver told me it was $35 and I tipped him $7.  He asked if I wanted a receipt and I said, “yes”, and he handed me a copy.

December2012 001

However, when we got back from the cruise, I noticed that $45 had been charged to my account and not $42.  I called TaxiPass and left a message.  When I didn’t hear back, I emailed them to explain what happened.  This time, they called and left a message that explained their policy that they add a “voucher fee”.

I repeated the whole process of calling and then emailing.  Finally, I got another call and message that they add a “voucher fee”.  Again, they didn’t make any effort to make the situation right and just stated that “the driver should have told you.”

By this time, I was ticked.  I was determined to get my money back even if it’s only $3.

In an email dated 1/8/2013, TaxiPass tells me, “All fees are disclosed on your TaxiPass receipt”, which you see above.  And, after I fired back an email about the company’s poor customer service, a representative wrote back, “If you are truly that adamant about being refunded $3, then you can file a dispute by going to and fill out a short dispute form. Due to the Accountants being busy with other matters, you might have to wait at least 30-90 business days before a refund is issues, and that is if the dispute is found valid.”

I did file a dispute.

The representative I spoke with claims that the “voucher fee” is explained when you call to reserve transportation or on their website.  However, we never contacted them since the valet got us the transportation.  I did go to their website and here’s what it states:


It specifically says “usually”, as if it isn’t set in stone!  I have to say this is the worse customer service that I’ve ever encountered over the phone or by email.

Late Friday afternoon, I got this response, “Drivers generally add stickers to their cabs to alert passengers and the fee is supposed to be printed on your receipt. However, I do not see the fee printed on your receipt which is strange. Given you were not aware of the fee and it is not clearly visible on your receipt, I have refunded the $3.00 fee. Please allow 1-3 business days for this credit to appear on your statement.

I’ll still never use TaxiPass again.


Swiss Colony

You’ve seen the catalogs of this Wisconsin-based company that’s been around for almost one hundred years, especially at Christmas time.

Every year I’m tempted to order just to get the 24 Petits Fours and 36 Truffles free!

Free Goodies

So, on New Year’s Eve, I decided to take advantage of the free offer since it expired that night.  I ordered six eight-ounce spreadable cheeses (Garlic, Lobster Delight, Mild Jalapeno, Smoked Bacon, Spinach Supreme, and Swiss & Ham).


That purchase should have been enough to satisfy the minimum purchase for the free bonus treats.  But, the online system only added $4.95 to my shopping cart, even with six flavors put in the cart.  That baffled me and I couldn’t make it change the total, so I ordered a “Fruity & White Cheddar” package, which consisted of three 7-ounce bars:  one blueberry white cheddar, one cranberry white cheddar, and one white cheddar.

Fruity White Cheddars

With shipping, my total was around $41 so I submitted my order.  I get a confirmation email from Swiss Colony telling me to check the order and if something is wrong, call or email.

SC Bill

I replied to that email explaining that there was a $30 difference.  No response.  I sent another email telling them only to send four of the spreadables, instead of six, and not to send the fruity white cheddar bars since I would have reached the minimum order with only four of the spreadable cheeses.  Again, no response.

When the package arrived, I called customer service and the representative kept telling me what I ordered.  I know what I ordered!  Finally, I got the message across that there was something wrong with their website that night and that if he couldn’t do anything with it, I’d send the unopened box back.  He said they couldn’t take back food, even unopened, which makes sense.

We came to an agreement that he would credit my account $16.85.  While we really didn’t need $54.53 in cheese, the Petit Fours were delicious.  We haven’t tried any of the cheeses or the truffles yet.


Another example of poor customer service is the Regal Entertainment Group.  This company bought the Great Escape theater in Moline, Illinois.  On New Years Day, Gretel and I went to see “Rise of The Guardians” and the theater was having major issues.  In my seven years here in the Quad Cities, this has never happened.  I blogged about it on January 2, 2013.  You can find it by typing in “Regal” in my blog’s search window.

I sent the company an email to let them know about the experience and, of course, no reply.


And, I’ll close my blog on a positive note.

After Christmas, Ray and I stopped by our Moline Aldi and bought some veggies and some holidays items that were on clearance.  Ray found a complete Fudge Brownie kit that was marked down from $4.89 to $1.99.  We got one.  Diet be damned!

As we were putting away the groceries, I looked at the receipt and it rang up the regular price.  I put it aside and went back a few days later and told the cashier.  Since they were out of the kits, by that time, she said she couldn’t do anything about it.

Later that day, while Gretel was at piano practice, we stopped by the Rock Island Aldi to see if they had the kit and to see if it would ring up the correct price.  They were sold out of them, too.  However, the manager, Jessica, listened to our story and gave us the difference from what we paid and what we should have paid.

Thanks Jessica for restoring my faith in customer service!

The bottom line is that I want to pay the amount that I’m supposed to pay and not a penny more. 🙂


“Rise of the Guardians” and the Fall of Regal Cinemas

I hope 2013 is off to a great start for you.  We started our new year at the movie theater and Regal Entertainment Group, the new owner of the Great Escape movie theater in Moline, Illinois, has some issues that need addressing.  This may have been a fluke, but it’s worth noting so it doesn’t become a regular occurrence.


Gretel and I decided today would be the day we’d go check out “Rise of the Guardians”, while Ray was home making New Year’s Eve dinner.  He wasn’t up for seeing a group of holiday “guardians” take on evil.

On the way to the theater, Gretel and I talked about the fact this was our first movie together by ourselves.  As a family, we’d gone to see “Up”, “Hop”, “Rango”, and “Cloudy With a Chance of Meatballs”.  Gretel, who is 11-years-old, told me in the car that she was glad we were getting there early because she loves seeing the previews so she can plan out her future movie going experiences.

We get there and we buy our tickets and sign up for the new “Regal Crown Club” card since Regal’s website Friday night had issues and prevented me from signing up online for our rewards card.


After buying our large popcorn and two large sodas, it was off to grab prime seats with minutes to spare.  As we walked in, there were only three other people in the theaters for “Rise of the Guardians” since it’s been out for six weeks now.  As the reminder to the turn off your cell phone begins to fade away on the screen, the image freezes.  This remains on-screen for several more minutes.  Since I didn’t stop at the restroom on the way in, I took advantage of the opportunity to escape and let the usher know just in case movies start by automation now.  She replied, “was it on the turn your cell phone off reminder?”  I said, “yes” and she told me that’s happened recently and the movie will start shortly.

I get back and the theater is pitch black with just music playing.  Fifteen minutes later, there’s still music and theater movie etiquette reminders, but no previews and no visuals, just audio and a dark theater.  Gretel, getting very impatient, asks if we should go to the Rave Theater in Davenport, Iowa, and exclaims, “worst movie experience ever”.

About 30 minutes after the movie was supposed to start, there’s a flicker on the screen and the movie abruptly begins with no previews.  My movie review is coming up, but here are my final thoughts on Regal.  You’re the nation’s largest movie chain.  Welcome to the Quad Cities.  In my seven years here, I’ve been to this theater many times and I’ve never experienced this.  Hopefully, I won’t have to again.  Your popcorn and soda and the free refills, with the purchase of a large, were great.  However, no explanation of the “issue” left a bad taste with us.  When a tween replies, “Maybe Great Escape should buy the theater back”, it’s not a good thing.

We were really looking forward to the previews of “Oz:  The Great and Powerful”.  Since that didn’t happen, a nice solution would be to surprise Gretel with two passes to see that movie when it premiers in March.  We’ll even buy our own popcorn and soda!


“Rise of the Guardians”, a $145 million production, has already brought in more than $255 million worldwide and is a modest domestic success at $90 million.  It’s already earned a Golden Globes’ nomination for “Best Animated Feature Film” and has won several film festival awards for best animated feature.  I think it’ll earn an Oscar nomination in that category, too.

The story focuses on Jack Frost, voiced by Chris Pine, a fun and energetic teenager that makes kids happy with snow days and blizzards.  The only problem is that no one can see him and that is one of the things he wants most.  He wants to be famous like Santa Claus (Alec Baldwin), the Easter Bunny (Hugh Jackman), the Tooth Fairy (Ilsa Fisher), and Sandman/Sandy, who makes dreams a happy place for kids at night.

Jack Frost gets his chance when he’s summoned to the North Pole 300 years after we’re introduced to him at the beginning of the movie.  More and more kids are no longer believing in Santa, the Easter Bunny, and the Tooth Fairy.  But, what’s even more urgent is that Jack Frost is being asked to join the Guardians to fight Pitch Black, also known as the Bogeyman, voiced by Jude Law, who is behind the kids losing faith and belief.

Pitch Black is on a mission to replace happy dreams of unicorns and fun dinosaurs with evil nightmares.  Pitch is successful and his darkness takes over the world with the exception of Jamie, the last kid on Earth that still believes.  That little boy is the last person that can restore believing.  In a last-ditch effort, Jack Frost shows Jamie that there is reason to believe and Jamie becomes the first person in over 300 years to actually see Jack Frost.  But, is it too late????

While trying to restore faith in youngsters around the world to continue believing in Santa, the Easter Bunny, and the Tooth Fairy, Jack Frost learns that he wasn’t always the spirit of winter and that he had a family before he became Jack Frost.

The movie is fun, appealing, exciting, and, at times, very funny and very dark.

I loved the rapport between Jack Frost and the Easter Bunny, who Jack jokingly refers to as a “kangaroo”.  The two have had issues since 1968 when Jack Frost brought a winter wonderland to Easter.  The Easter Bunny is still holding a grudge.  And, a tattooed Santa has a fun edge and sense of humor.

I’ve been wanting to see “Rise of the Guardians” since I saw the trailer last fall and it was definitely worth the wait.