| Address: | A42, Police Colony, PO Anisabad |
Hi Team,
I hope this email finds you in good health. I am writing to you today with great concern and frustration about a deeply unpleasant experience I had at your Cinepolis Patna location on 3rd November 2023. The purpose of this communication is to bring to your attention the harassment and misbehavior I encountered from two of your staff members, namely "Alok Jha " and "Rahul Kumar". Below are the sequence of events:
1. I attended the 6:45 pm showing of the movie "12th Fail" at Cinepolis Patna, which should have been a pleasurable evening, but regrettably, it was marred by an incident that requires your immediate attention. I would like to provide you with a comprehensive account of the events that transpired:
2. While ordering food at the counter, I requested cheese popcorn. Since the popcorn always taste bland and flavourless I requested the Abhishek the staff member at the counter to add some cheese from above. This has been a usua practice that I usually request the counter guys to add some cheese as the taste of popcorn is flavourless and similar to a popcorn without cheese.
3. Mr. Abhishek, the staff member at the counter, added an additional charge of ₹30 for extra cheese to the bill. This charge was unexpected, as I have never been charged for extra cheese in the 8-9 years since I have been a loyal customer of your cinema.
4. When I raised my concern with Mr. Abhishek specifying that I always come here and request for some extra cheese from top which the counter guys always add without any extra charge, he directed me to speak with the manager, Mr. Alok Jha.
5. Alok Jha came to the site. We raised the same concern infront of him. I expected him to be polite and listen to our issue first and then help in resolving the concern. Instead of attempting to resolve the issue and provide a reasonable solution, Alok Jha began arguing with me and my brother(Rohit). He said that he has been also working here for 5 years and he has always followed this rule of extra charge being added if a customer wants extra cheese. I told him that your cheese popcorn taste the same as popcorn without any flavour. On this he got agitated and started arguing with me and my brother. He also raised his voice and threatened us not to come close to him when we wore trying to explain our concern. We said that we are trying to explain the situation however he behaved very arrogantly as if he is doing some favour by listening to our concern. My brother, who had become agitated by the behaviour of Alok Jha and his lack of resolution, asked him to leave as he was in no way trying to resolve the issue. In response, Alok Jha lost his temper and shouted at the top of his voice infront of all other staffs..
6. Subsequently, Alok Jha threatened us to move out of the premises and also got our food order was canceled. Meanwhile another staff Rahul Kumar came at the site and threatened to forcibly remove us from the theater if we did not comply with what Alok Jha.
7. This entire episode of harassment and misbehaviour greatly detracted from our movie-watching experience, leaving us deeply disappointed.
8. I want to reiterate that I have never been charged extra for cheese in all my years of patronage, and this sudden charge was unwarranted. We always request extra cheese due to the bland taste of the standard cheese popcorn, which lacks the expected cheese flavour.
9. It is disheartening that, as customers, we were treated with such disrespect when we raised a legitimate concern. Alok Jha and Rahul Kumar's behavior was not only unprofessional but also entirely unacceptable.
10. This incident occurred in full view of other staff and customers and Ritesh (Security Guard) and Navneet(Manager). We recounted the entire incident in detail to Navneet, but we received no satisfactory support. Furthermore, while we wore discussing about our complaint with Navneet another customer shared a similar experience of harassment and misbehaviour by Alok Jha with Mr. Navneet infront o[censored]s.
11. The entire episode has been captured by CCTV. While I understand the importance of reviewing CCTV footage, it is crucial to note that "the intensity of the shouting and misbehavior cannot be fully captured through video surveillance alone".
I urge you to take this complaint with the utmost seriousness and conduct a thorough investigation into the actions of Alok Jha and Rahul Kumar.
Their behavior can only be described as "hooliganism", and I implore you to take swift and appropriate action against them. Such incidents should not be tolerated within your organisation. The entire incident took place between 6:40 PM and 7:00 PM.
It is concerning that individuals with such a lack of basic courtesy and customer service skills are employed by your establishment.
Another pertinent point to highlight is the "consistently bland and flavourless" nature of the standard cheese popcorn served at your theater. This has been an ongoing issue, which necessitates a thorough review of the food quality and standards.
I would also like to bring to your attention a prior experience where I was served stale pizza, causing severe discomfort and nausea while watching movie.
Regrettably, this is not the first instance of such issues, and as a result, I am compelled to reconsider watching movies at your theater where I have been coming since my chidhood. I am a permanent member of PVR, and I have never encountered such issues at their multiplexes across India. Even Inox provides superior food quality compared to Cinepolis Patna.
The overarching sentiment I have is one of serious disappointment with the leadership of Cinepolis Patna, as it fails to deliver a delightful experience to its customers.
I kindly request your immediate intervention in this matter and appreciate your prompt response and necessary actions to ensure that such incidents do not recur. Customer satisfaction and safety should always be paramount.
I would want to know what action has been taken against Alok Jha and Rahul Kumar for their misconduct and harassment. I am ready to support for any further investigation in this regard at my end.
Pls do a thorough investigation in this regard and take stern action against Alok Jha and Rahul Kumar. "Your reputation is at stake"!
Also, I would want to be updated and would definitely be interested in knowing what course of action has been taken against my complaint.
Some concerning points which I summarising here:
1. Are you employing hoooligans like Alok Jha and Rahul Kumar in the name of staffs who are expected to terrify customers instead of paying attention to their concerns ?
2. Does raising a concern warrants your staff to threaten us and ask us to leave the premises and gives them a right to cancel the order ?
3. Are you charging customer to first pay for a flavoured popcorn and then forcing him to pay extra because the popcorn has no flavour at all ? This is a sham !
4. Does your staff at Cinepolis Patna get trained to harass customers mentally and ruin the experience and threaten them in the name of resolution ? Do they have the right to cancel the order and threaten to customer that they will throw us out. We are paying for movie ticket and food. Is he doing some favour on us by taking the order ?
5. Why don't you have a helpline for customers to reach out and raise comlaints immediately ? Their is no signage for raising complaints at your premises at Cinepolis Patna.
6. Never have I seen staff's greeting customers with smile unlike PVR/Inox. Something is really wrong with your staffs and leadership of Patna Cinepolis which you need to investigate and find out. I dont at all feel a delightful experience when I visit Patna theatre in the past couple of years. Your staffs dont even have basic courtesy !
I have taken great efforts to narrate in details about the entire episode through this mail so that you can consider all the nuances of my complaint. Thank you for your attention to this pressing issue.
Hope to hear back from you soon and get the rightful resolution to the concern raise !
I am reachable on [protected] / [protected] for any further support at my end w.r.t. the investigation at my end.
Thanks,
Rahul
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