Xscape Theatres

I ordered tickets to see Captain America - Brave New World on Feb. 14, 2025.

I needed to change my tickets to a later time so my dad arrived to the theater before me and attempted to scan the electronic tickets I forwarded him. He was unable to use it so he repurchased the tickets. therefore I needed a refund. I used the refund link at the bottom of the page once the e-tickets are purchased.

I realized that after close to a month, I still had not received the refund so I used the website to contact cust. svc.

on 3/7. One 3/9 the manager Wanda reached out to me to process the refund and she said she will contact me once it has been processed to ensure my funds were returned.

My family frequently visits the Brandywine MD Xscape location (which we love), and I recently called to ask about the rewards card offered. I was told you had to come in person as online options are not available.

I asked the nice lady, what time do you close and she told me 11 pm. So after work that same night, I go out of my way to get the rewards card before closing and arrived at the location at 10:30. Upon walking in I was informed by a not so nice lady that they were closed for the night, although the doors were open and cars were in the parking lot as a movie or possibly multiple movies had not let out yet. I was taken back by her aggressiveness and she again repeated that the system was closed before I could say what I was told earlier on the phone.

It was night and day, when it came to the customer relation received by phone versus in person.

We spend hundreds of dollars per visit as our family is larger than most and I was truly disappointed and quite frankly left there with hurt feelings and confusion as to the hours of operation, which online also show 11 pm is closing time. She said "we actually close at 10 pm" and "you are wrong".

Just a little bit of courtesy would have gone a long way.

Sincerely

Christina Van