BAD SERVICE AND POOR MANAGEMENT S****S

Good Morning I'd like to lay a complaint of the service we received on Saturday 25th Jan at your GRANDWEST CINEMA'S. We've pre booked 6 tickets on Friday for the 19:45 show for Bad Boys 3 . We arrived there got our tickets and stood in another queue for our refreshments. For 6 combo's we received 1 sachet of popcorn flavor , there was no straws for our drinks and people that came after us received there popcorn on the side... Our tickets was checked and we entered into the cinema , Arriving at our seats E1-6 we realized that our seats had been taken by other people. Upon wanting to explain our situation of the seats belonging to us the couple sitting in our seats refused to move saying other people were sitting on there seats!! The manager appeared and asked if we could sit right infront which had separated seats and I refused. We've booked in advance for a reason . My husband and brothers in law then had to sit and watch the movie on the side stairs!!!!!!!!!!!!!! What was meant to be a great movie experience for us turned out to be a really bad mismanaged event. No one (from management) came to apologize or show sincerity .I'm very upset and would either like a refund or complimentary tickets for the bad experience we had!!!!