My boyfriend and I went to see a movie for our 1 year anniversary- We arrived 1 minute late for our movie (tickets purchased ahead of time) Replie (server) stopped us from walking into the theater and aggressively blocked us from walking through the door. She then directed me to the front lobby. I Spoke to Michael (manager) and he was just as rude and unwilling to help... told me that their policy is to not allow anyone in after the movie has started because of the "expectation that they set for their customers" (I checked on the Alamo Drafthouse website and couldn't find anything about this policy), he said that his servers are trained to be quiet and duck down low... I'm not sure why he assumes we would walk into the theater any other way, but he didn't care to hear what I had to say anyway. The entire staff was rude and unwilling to budge on this ridiculous "policy" - so we left. I felt like I was treated unfairly and I don't believe any paying customer should be spoken to in such a condescending manner. I never plan on returning to Alamo Drafthouse on South Lamar.
I suggest your staff be better trained on customer service, because the way I was spoken to and treated for trying to attend a movie I had already paid for was absolutely uncalled for. I was able to pull my ticket from the kiosk in the lobby so I should be able to walk into the theater. If your policy is actually as strict as your staff said it was then there should be a safeguard on your kiosks to prevent customers from receiving their tickets and your policies should be clearly listed on your website also!