Penn Cinema

Service was terrible, unbelievably terrible. It was so bad that I hesitate to use the word "service" as there was absolutely nothing of the sort.

But after submitting the complaint to Pissed Consumer at about 4 am, I got a few hours sleep. When I woke up, I found a message from Drew Sebastian, Director of Operations, at 7:34 am (a little over 3 hours) responded with an email saying he was looking into it. I then called the theater and asked to speak to the manager who I had previously emailed and gotten no response. This manager (Mike), before I could even start talking informed me that Drew was on the case and had just instructed him to make it right.

As a matter of fact, it turned out that Drew had sent me an email around 10 am, at almost the same time that I made the call, resolving all issues, answering EVERY question I had been asking for weeks, and added some additional perks to make up for the problems. Prior to that I thought there was very little use in dealing with a company that tolerated the level of incompetence.

I can only imagine based on Drew's swift and resolute action; he will make sure this doesn't happen to any other customer in the future. I plan to be one of those customers as long as Drew is at the helm!

UPDATE: 11/292024 - EXCELLENT RESPONSIVENESS AND PROBLEM RESOLVED!!!!When I posted this at 4 am, I was in a very bad place. It was like the world was coming to an end with all the work I put into the event and to be told at the last minute there wasn't room for my group really set me off.I was shocked because at 7:30 am (just hours after posting the negative review), I was contacted by Drew Sheaffer, Director of Operations.By 11 am, my problem was completely resolved and he actually did even more for me and my event than I had asked for.It's not often a company can go from being hated, to being exceptionally rated, but with Drew's leadership and responsiveness, I feel very good about Penn Cinema once again. Higly Recommended!