PVR — Food Policy/Entertainment

To Whom It May Concern,
I am compelled to raise a serious concern regarding the conduct, policies, and customer treatment at your cinema branch.
1. Unhygienic and Overpriced Food:
The food served at your premises is not only unhygienic but priced at two to three times the market rate, making it inaccessible to many patrons. The inflated pricing appears to be a deliberate strategy to compel purchases, given that customers are denied the freedom to exit during intervals for alternative options. This raises serious questions about the freshness and turnover of your food stock, which—due to low voluntary demand—may often be stale.
2. Violation of Consumer Freedom:
By enforcing a no re-entry policy during a 3-hour movie duration, you are effectively seizing the personal liberty of customers, forcing them to either starve or consume your overpriced offerings. This is not only unethical but potentially illegal under consumer protection norms.
3. Managerial Misconduct:
The behavior of your recently appointed manager is unacceptable. He refused to store my purchased items in the cloakroom and instead instructed me to discard them outside. His conduct lacked basic courtesy, professionalism, and respect for paying customers. Such behavior reflects poorly on your brand and violates the standards expected in public-facing roles.
4. Demand for Apology:
I expect a formal written apology from your management for the disrespectful treatment I received, the denial of basic consumer dignity, and the failure to accommodate reasonable requests.
5. Technological Alternatives & Market Reality:
In an era of OTT platforms and high-definition home projectors, the cinematic experience is no longer exclusive to multiplexes. If your establishment continues to enforce coercive and anti-consumer policies to promote overpriced food, you risk alienating your customer base entirely.
Your business model must evolve—or it will erode.
6. Demand for Immediate Action:
I demand that you:
• Initiate disciplinary action against the manager in question.
• Ensure that a direct and personal apology is issued to me by the manager who misbehaved, acknowledging his conduct and its impact.
• Review and revise your re-entry and food policies in line with consumer rights.
• Ensure cloakroom services are offered respectfully and without bias.
Failure to address these issues will compel me to escalate this matter to the District Consumer Disputes Redressal Commission, and I will also advise others to reconsider patronizing your establishment.
Sincerely,
T. Ahmad
[protected]