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Business Profile

Theatre

Rutgers Cinema

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:07/31/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Confronted an associate about popcorn at the location, have been here plenty of times. Violently threw up, you can check back to cameras, i left the theater i was in half way through the movie, vomited for a solid half hour, and then went to my car. no room mates finished the popcorn as well, complained it was stale. went to confront associate and got escalated to a manager, said sorry a lot because i felt bad over bothering anyone. was told that there was no way their popcorn made me sick, that it was always fresh, and what they realistically wanted her to do for me, and what i wanted out of this. felt really accusatory and just said never mind and ended up leaving.

    Business Response

    Date: 08/20/2024

    While we have never had a reported incident of a customer becoming ill from our popcorn, nor have we received complaints regarding its freshness,Rutgers Cinema, in good faith and customer service and without admitting any liability or wrongdoing, will refund the $8 paid for the bucket of popcorn.Please have the customer come to ******************** with proof of identification for their cash refund

    Customer Answer

    Date: 08/20/2024


    Complaint: 22062544

    I am rejecting this response because:

    youre not claiming liability when you can clearly see me on camera, go into the bathroom, stay in for a prolonged period of time, and then leave the theater all together because i was so sick as my party stayed inside? absolutely unacceptable, as well as not acknowledging the unprofessional customer service, that could have just gotten offered to me at the theater? its not about the money, its the lack of concern, and the way i was talked to.

    Regards,

    *******************************

    Business Response

    Date: 09/13/2024

    A prolong stay in the ladies room is not proof that the popcorn made the customer ill. Staff was apologetic that evening; we received no other complaints that day, or in prior or subsequent days. In spite of this, we still offered the customer a full refund which is what was stated as her Desired Settlement on the report. I am not sure why the outcome is marked as unresolved. I don't agree with this when the customer was offered what she asked for. Rutgers Cinema has always done it's best to provide top tier customer services, and a clean safe environment to enjoy a movie. 

Rutgers Cinema is NOT a BBB Accredited Business.

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