Studio Movie Grill
My experience here was not good. I was super excited to see Black Panther and it was my first time at this particular theatre. Before we walked in, we were told that they were operating on a limited menu and they apologized for the inconvenience. When we found our seats and sat down, the theatre was very dirty. Popcorn crumbs were all over the floor and seats. We had to ask an employee to wipe off our seats, which had grease stains on them in addition to crumbs. When it was time to order from the limited menu, they were still out of a lot of stuff. We ordered a large popcorn and chicken nachos. The popcorn came out cold and tasted like it was a day old. The butter on it wouldn't melt because it was that cold. The loaded nachos came out missing some of the toppings. When we inquired about it, we were told (yet again) that they were out of a lot of stuff. They brought out another tub of popcorn and although it wasn't as cold, it definitely wasn't fresh. Overall, I was not satisfied with my experience and I expected a lot more from this theatre. In hindsight, I wish I would have chosen another place for my movie experience. The overall professionalism and basic items that a movie theatre should have was not present.
Shari Belton Barber
I have visited Studio Movie Grill several times prior to last Saturday. My friend and I arrived at 10 AM for a 10:30 AM showing. It was 29 degrees and the theatre was locked. We waited until 10:34 AM before walking to another restaurant to possibly order food. I was informed by a hostess that they were an employee of SMG and for us to go to the third floor. Once we were able to enter the facility, we were informed by a bartender the manager would be notified and for us to just go to the box office. We did as we were told and no one was there. I went back upstairs and spoke with the kitchen staff who found the supervisor or manager on duty. I informed this employee the doors still had locks on them. She rolled her eyes at me and proceeded to the box office. Once she arrived, I stated, "Good morning," and was ignored. This employee had horrible customer service. If morning shifts aren't sufficient for the employees, they should work an evening shift. The rest of the staff was great, including the food. It would be great to ensure staff are in the right state of mind before serving external customers. Staff at the box office set the tone for the rest of a customer's experience.
I keep giving this place another shot hoping they will improve. The service has never been good. I usually order water and it always takes them entirely too long to bring me a simple cup of water. They've been out of their coconut chicken tenders the past two times that I've been - my FAVORITE item on their menu and 90% of the reason I even go to this theater. The most recent time, my boyfriend and I ordered the 2 for 25 deal. which included an appetizer, two entrees and a dessert. After waiting over 25 minutes I asked a passing waiter where our app. was. They said it would be out shortly. Sure enough, it was (i'm pretty sure it wasn't even meant for us). The remanded of our meal was never to be seen. Watched the whole movie and never received our entrees or desserts. This isn't the first time my waiter has completely forgot my meal here. I really hope these reviews encourage them to improve their service.
We were told the theater wasn't ready yet. The movie started at 9:15 at 9:14 the girl who takes the tickets very rudely told us the theater wasn't ready yet. When I inquired about an ETA she rudely replied the movie didn't start until 9:15 disregarding the fact that it was 9:14. Finally at about 9:17 we were told the theater was ready. We got to our seats that we brushed off and stared at a blank screen. Finally at about 9:25 the screen came on. At about the same time the waiter (Who was the only bright spot during this whole ordeal) came over to take our orders. Even though we all ordered at the same time our meals came out separately five minutes apart until the last two orders that came out 15 and 20 minutes later than the first orders. I ordered a black bean burger, received a regular burger. Our server apologized and placed the order again. Half way through the movie I finally received my cold food. Before we left we attempted to pay our bill, the computer was not working so we moved to a different computer. While our server attempted to cash out our orders the manager cut in front of us to cash out other customers like we weren't standing there. Then he interrupted our server again while he was in the middle of cashing us out. When I attempted to tell the manager about our experience he told me to "hurry up and give him the short version so he could take something off my bill." I declined. I wasn't sharing my experience so he could simply "take something off my bill". I also wanted to compliment our server. He could careless. There are really great employees...the servers and then there is everyone else. Unprofessional, rude and indifferent. The worst of the employees seem to mimic the manager's I don't give a damn attitude. The best of the employees (the servers) try hard to make up for the short comings. I recommend you spend your money else where and avoid the frustration.
The theater is beautiful and of course it is locationed in a AWESOME location. However, be aware if youre going to order any food while in the theater that there is a 80% chance that your food will not be right or even come to you before the movie is over. My boyfriend and I went to the movies this pass weekend and the movie was sold out. We ordered the 2 for 25 special which included a shareable appetizer and 2 entrees. He ordered themed alcoholic beverage which tasted great. It took about 45min for us to receive our drinks. About an hour later our entrees came my cheeseburger and fries was ice cold and did not have the bacon on it that I ordered. My BF chicken tenders and fries came out good. When the waiter dropped off our entrees I inquired about the missing pretzel bites that we ordered. The waiter appeared overwhelmed and completely unaware of what I was talking about. When I realized that all of the trimmings that I ordered for my cheeseburger was not on my plate I had to wait another 40min for someone to even come over to my seat. I attempted to change my order and request chicken tenders too (thinking that there was no way that they could f**k that up) but just my luck they had just ran out of chicken tenders. The waiter took my sandwich and told me that he would come right back with a new sandwich and fresh fries. Needless to say that NEVER happened and I left the movie hungry and irritated. The movie did offer to issue out a refund which was the least that they could have done. There were at least 30 people outside of the theater with the same complaints that I had as it pertains to their food. Movie 5 STARS Service 0 STARS