Bogus Points Plan at Stratford's Regal Cinemas?

Deceptive promotion plan by a local movie house.

This afternoon (August 18) my wife and I went to the movies at the Regal Stratford 14 Theatres to see "Hope Springs."

Over the years, I have patronized our local theater and I've accumulated points on my Regal Member Card based on the number of dollars I've spent there. In looking at my "balance" I noticed I had 233 points and I felt it was time to spend 150 of those on a free ticket.

When I attempted to do so I was told I couldn't because a real ticket hadn't been printed by the computer. So I asked the manager (it reached that level of argumentation) if I could hand the ticket seller the total amount shown for the purpose of generating two tickets and then he would hand me back the price of one of those.

I was told that couldn't be done and I would have to use my points the next time at the theater.

As I see it, I will never be able to redeem my points because I'll go through the same explanation the next time. What I am saying is the theater's point plan is bogus. I intend to notify Regal's corporate headquarters about today's experience.

I urge movie goers not to patronize the Stratford 14 Theatres because of their business practices. Most movies are shown elsewhere.

This post is contributed by a community member. The views expressed in this blog are those of the author and do not necessarily reflect those of Patch Media Corporation. Everyone is welcome to submit a post to Patch. If you'd like to post a blog, go here to get started.

Mark Hannon August 21, 2012 at 11:35 AM
Based on Regal's Crown Club web site, you only had enough points for a small drink. You need 300 points for a free ticket. I don't work for Regal Cinemas but your letter got me curious so I did a simple google search: http://rcc.regalcinemas.com/CrownClub/appmanager/rcc/CrownClub?_nfpb=true&_pageLabel=REWARDSSCHEDULE
Hal Baird August 21, 2012 at 11:51 AM
Then that has changed. The card I picked up at the theater a few visits ago shows 150 points for a free ticket. Thank you for the update. First, it's curious since they send me by e-mail each Thursday the show times for the following week, you would think there would be a mention somewhere about the change of reward values or at least the link you gave me so I could read about them for myself. Secondly, why didn't the local manager realize I didn't have enough points and explain the change while I was standing there instead of giving poor customer service by arguing with me? Perhaps he's the problem and he needs to be let go. Based on his handling of the situation I still have a sour taste in my mouth and i will probably spend my movie dollars at other theaters.
Hal Baird August 21, 2012 at 12:24 PM
Mark: I just took the time to click on the link you provided me. Take a really close look under the star status rewards section. It shows a free movie ticket for both 150 and 300 points. So obviously Regal didn't even proofread what they are distributing. (My guess is the "150 points free movie ticket" should have been deleted when they upped the ante). They could be challenged on this by someone much "meaner" than i could ever be.
Mark Hannon August 21, 2012 at 01:22 PM
You're right. I looked at it more carefully. Next time you go to Regal, print this page out and highlight the 150 free ticket points. If they don't issue a free ticket based on your points contact the corporate office. If that fails, tell them you will be contacting the CT Attorney General, then follow through.
Robert Chambers August 21, 2012 at 01:36 PM
That's a good plan, use their own website documentation as a club to beat some sense into them. I always use the card but I don't know if we've ever gotten free anything from the points, we do occasionally get a free popcorn or something printed up.
Jason Bagley (Editor) August 21, 2012 at 01:43 PM
Comment from Twitter: @StratfordPatch My wife and I have gotten free popcorn, candy, and even 2 tickets from the point plan. Follow us: https://twitter.com/StratfordPatch
yankee August 21, 2012 at 03:38 PM
I have also gotten free ticket,soda etc.with no problem. Maybe it was just a computer glitch at the time.
Cathleen August 21, 2012 at 04:13 PM
I have gotten multiple free movie, soda, and popcorn tickets. I have never had any problems receiving or redeeming. Stratford regal cinemas is a good place to take the family. I have no issues with their free members card.
Jason Bagley (Editor) August 21, 2012 at 04:16 PM
Here's another comment from Twitter: @StratfordPatch I patronize the Stratford Regal because of the pts plan. I never have to "cash in", they just auto print w/my purchase. Follow us: https://twitter.com/StratfordPatch
Tiffany N Castillo August 21, 2012 at 05:03 PM
I love the member card, I get free movie tickets, popcorn, or soda seemingly every time I use my card. Since I see a movie almost every couple weeks, I have built up lots of points over the years. It comes as a pleasant surprise, it's a reward not a giveaway...
Celeste Honey August 21, 2012 at 05:25 PM
i agree. @tiffany n castillo - i love movies and free tickets!
Hal Baird August 28, 2012 at 08:12 PM
Thanks to all who took the time to comment, both those who agreed with me and those who say they've never had a problem at the theater. It's interesting that no one from the local theater or corporate headquarters (yes, I did e-mail them about the problem) took the time to respond. I would have thought I would have seen "Drop dead Mr. Baird", "Let's see what we can do to correct this", or some response in between. I guess customer service is not important to some companies, this being one of those.
JibCT August 28, 2012 at 10:20 PM
Have you tried posting on their FB page or their twitter? Social media seems to work very well these days since it is so public and they are more afraid of backlash. https://www.facebook.com/RegalEntertainmentGroup https://twitter.com/RegalMovies
Hal Baird August 28, 2012 at 10:53 PM
JibCt: I did tweet them (with no reply). In fact I was so angry the day it happened, I tweeted them as soon as I blogged here on Patch. I do not use Facebook, I doubt that they are on Google+ which I do use.
JibCT August 28, 2012 at 11:55 PM
I don't use google+ so I don't know either. Sorry you aren't getting any response from them. Their ambiguous point system is certainly a problem, but regardless it seems that the manager didn't treat you very well. For that alone they should respond to you in some fashion. Well that and it is just common courtesy. They could do it for that reason.
Hal Baird August 26, 2013 at 01:30 PM
In the all's well that ends well department, you folks would appreciate this. Almost one year to the today (August 24, 2013, actually) my wife and I went to see "The Butler" at this theater. The ticket seller announced proudly that I had earned a free ticket for my next time at the theater. Upon looking at the receipt I had 300 bonus points (not the 150 I originally thought would qualify me). I thanked the young lady. There is a three month expiration date on the coupon. So whether there's anything I care to see or not by November 22, I will use the pass just so I know justice was served (LOL). And so my adventure with the Regal Theater chain comes to a close. Thank you all for your follow up posts, both favorable and unfavorable.


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