A Negative Review of Cinema Park. Rainbow Mall

Short version
Went to the movies. Long lines. 3D glasses cost extra. Staff was rude. Filed a complaint. UPDATE: Got a response. Check the end of the post.

Hello! My wife and I went to the cinema at Rainbow Mall recently. First time in two years. For me it's like a birthday—I anticipate and build it up in my head, then enjoy the whole day. But there were several negatives.

It started great: I bought tickets through Yandex.Afisha and got an access code. (On the site it said you need to tell the cashier your booking number and buy tickets, but the email said to use a machine by the register—we'll get back to that).

I walk in. Surprised there's no line for tickets, but everyone's waiting for popcorn. Later I figure out—that's how people buy tickets. I get in line. Two cashiers, about 10 people each. After 3 minutes I think: there's got to be a terminal for people who paid online. I ask a staff member and she points me to it. Got my tickets. Great. Now for popcorn (I haven't been to a movie in 2 years, so obviously I need popcorn).

I get in the popcorn line. 5 minutes until the movie. The line is crawling. A guy from the next line loses it and tells one of the workers to get someone for another register. They grunt and nothing changes. I crack and go ask a manager for help. Three minutes later a third register opens and I get my popcorn. The mood was already soured, but I was programmed to enjoy this, so I buried my annoyance and headed to the entrance.

The movie—well, actually the ads, and I do love trailers—started 4 minutes ago. Usher Alexandra checks my ticket and asks if we have 3D glasses. I'm stunned and say, "What? No." Alexandra: "They're sold separately. At the register. 50 rubles." Me: "But I wasn't told, and the movie's already started..." Alexandra: "They're labeled everywhere. You have to know!"—like it's my problem. When I say it's absurd, she says nothing and moves on to other customers, ignoring me and my wife.

I head to the register, which already has 10 people. I tell the cashier I need 3D glasses, 2 pairs. At another register a woman with kids pushes through and screams she needs three pairs and fast. After 3-4 minutes of waiting they bring me the glasses but charge 100 rubles. Quest complete, and we head to the movie.

Now, point by point. 1. No empathy from usher Alexandra. You run one of the expensive cinemas. You provide a service. For people. Without attitude and with goodwill toward guests.

2. Selling glasses separately. I'd understand if they warned me at the register that glasses aren't included in the ticket price (or on the affiliate site—Yandex.Afisha in this case). But it used to be better when they handed out glasses at the entrance. You didn't think about it—just came to the movies, headed to your seat—beautifully simple and pleasant. Now you have to carry glasses (remember them, not scratch them) or buy them. Good for business? Sure. Annoyed customers? Probably doesn't bother you. They buy anyway, you get the money. Fine. 3. Buying tickets and popcorn in the same place. Yeah, maybe convenient. But until you streamline the process, it's just annoying and breeds negativity among your customers.

Please comment on the situation and address both points.

Response came back

Short version
They're pushing glasses sales because now everyone can buy them—great. We lectured the staff member, but you're still wrong because you didn't see our signs, plus we have an amazing site but the third-party sellers don't.

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My response

Hello Tatiana. Thank you for your verbose reply. But I have to be honest—it's vague and doesn't address the core issue. Here's why:
1. In my original letter I listed three points and made a mistake saying "Please comment on the situation and both points." Of course I meant all three points.

2. You didn't convey the "benefit" you're giving people by letting them bring their own glasses. Everyone I know—friends and colleagues—has nothing but negative feelings about this. Before it was perfect: you come in, get glasses; you have your own? You don't take them when they offer. Simple. Now? Profit is questionable. 3. In the photos you sent, it's hard to find the text about glasses needing to be bought. How are you tracking if these signs work if several people I know ran into the same issue? 4. Your line "Moreover, guests who already have their own glasses can avoid buying them and purchase only a ticket" is hilarious. That's basically all you need to know about it.

I genuinely hope things improve and your customers enjoy their movie visits.