| Address: Hyderabad |
| Website: Cinepolis india.com |
Dear Cinepolis Team,
I am writing this email to express my disappointment regarding an unpleasant and humiliating experience I faced today at Cinepolis TNR Mall, Hyderabad during the 7:40 PM show of the Telugu film Veerabadrudu at Macro XE (Screen 7) with booking is : WTKG8RB
During the interval, I went to Coffee Tree to purchase snacks. Despite the heavy crowd and long waiting line, only one counter staff member was handling orders while the other counter remained closed. While I was patiently waiting in the queue, several people approached the counter directly without standing in line, claiming they were only redeeming coupons.
When my turn came, I politely asked the counter staff member, Mr. Mahesh, why customers redeeming coupons were being entertained without waiting in the queue while others were standing patiently. He responded rudely saying that “they are not ordering, they are redeeming coupons.” When I further clarified whether coupon holders were exempted from standing in line, he arrogantly replied “Yes.”
Shortly after, a manager came to the counter and I asked him the same question. The manager clearly stated that even customers redeeming coupons are supposed to stand in the queue. However, when I questioned Mr. Mahesh again regarding the contradictory response, his behaviour became extremely rude and disrespectful.
He openly told me:
“Do whatever you want, nothing will happen to me.”
He even challenged me to take his video and publish it anywhere, stating that he was not afraid.
As a regular Cinepolis customer and movie enthusiast, I have never experienced such disrespectful treatment from your staff before. I regularly spend significant amounts at Cinepolis on tickets and food. Today alone, I spent nearly ?1600 on snacks and refreshments, yet I was treated in a humiliating manner in front of other customers.
I understand work pressure and crowd management challenges during intervals, but that can never justify rude, arrogant, and insulting behaviour towards customers. Basic courtesy and professionalism are expected from customer-facing staff.
I request Cinepolis management to:
1)Investigate this incident seriously.
2)Review the behaviour and conduct of the staff member named Mahesh.
3)Ensure proper customer handling and queue management at the food counters.
4)Take appropriate corrective action so that no other customer faces such humiliation in the future.
I hope Cinepolis values its loyal customers and takes this complaint seriously.
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