Customer ReviewsforMarcus Theatres

Disappointing experience Marcus Majestic Cinema on Monday, July 29th for the 5:30pm, theater 15, Deadpool and Wolverine movie. While my family and I have previously enjoyed visiting the theater, and have spent a large amount of money on movies, food, and gift cards, my most recent visit was unfortunately marred by several issues that significantly impacted our movie experience and makes us question if we want to continue to go to the theater. Unfortunately, two young adults were ******* ** ************* ******** ***** * blanket throughout the movie. As we tried to enjoy our evening and movie, it was continuously interrupted ** **** ** ******** *** ****** ******** *** ********* ** **** **** ***** * blanket. The organization encouraging everyone to bring blankets from home and/or the opportunity to purchase a blanket at the theater. This experience was both disturbing, gross, and uncomfortable for those seated any where near them, including my family. This business strategy of encouraging people to bring blankets to the movie theater compromises the cleanliness and hygiene of the theater for those in attendance. It also provides an opportunity for people to act inappropriately. I have seen people wearing pajamas, bringing in pillows and blankets from home. We never see anyone sanitizing theater seats or adequately cleaning the theaters between movies. Marcus's encouragement of allowing patrons to bring potentially dirty, contaminated, and /or soiled items from home poses a significant health risk. Contacted customer service, got a generic email that someone from the theater would be contacting me within a few days. Never received an email or call, so Marcus doesn't follow up with customer complaints.

Had a terrible experience getting sold tickets for the next day's show. No attempts by management have been made since and my kid will not go to the movies ever again. As a company with these values; Marcus Theatres' core values include: People pleasing: Providing guests with exceptional quality and outstanding service Delivering great experiences: Hiring the best associates to provide extraordinary experiences for guests Respect: Extending the principles of respect and common sense to all social media platforms Family friendly: Offering value pricing, food and beverage, film series, sports and concerts, sweepstakes, and contests Inclusion: Welcoming all guests and not discriminating based on any protected class This company does not reap what they sow. They are devoid of empathy for their patrons.

I purchased tickets for the ************ **** location. I am a single mother and I was taking my daughter to see the new Despicable Me 4 movie. My tickets were purchased online and my seat was already selected. When I went inside the theater my daughter notice another customer was in our seat. I asked her to have our seat and then her friend approached my daughter and I very aggressively using bad language. I took my daughter and requested a manger instead of a manger a team member came in and reviewed the seats well then the customer aggressively disrespected me in front the of my child I requested a manger and security because my daughter was scared and I was no longer comfortable. I suffer from anxiety and depression so being approached by the the customer cause me to be fluster. And triggered me I had a panic attack and could not stop. When The manager was suppose come to speak with me the security threatened to mace me in front of my child. I requested my money back and was told I would be mace. This happen Tuesday July 9 2024. My daughter was scared and crying because of the customer and the security. I’m a single mom that enjoys bringing my daughter to the movies. I spend a lot of money and my concern was dismissed when I requested help. I have called corporate and left 2 voicemails with no returned calls. I sent messages on social media with no return response. My daughter has now had 2 nights mates crying due to the experience we had. The manager never apologized and never came to speak with me and had the nerve to accuse me of harassment because I kept calling to beg for a refund.

0 stars. Purchased tickets for my family to see a new release, but immediately realize I purchase them for the wrong day. I canceled through the Marcus Theatre website as it noted they were free cancellations. When the refund credited to my card several days later, a $12 transaction fee was missing from my refund.I found nowhere on the website that said it would be keeping a service fee, and confirmed that cancellations are noted to be free on the website. I reached out to a manager at the local theater, who told me to call their corporate number. The corporate number answered to a machine saying they dont accept phone calls and directed me to an email address. I emailed the theater with my concerns and frustrations, and received a response, noting that they do not refund the service fees. I will never be returning to the cinema, hope $12 was worth it to lose the business of a family of six for the rest of time.

As a fellow local Veteran Business Owner in the community I observed some extremely concerning behavior from staff members to include health department concerns surrounding the bathrooms and soda machine area. I brought it to the attention to ***************, the district manager.I didn't go back for a couple months but I've enjoyed going my entire life and have roughly 100 visits in the past 7 years alone since I've come back from Active Duty Marines.After going back a few month later the observations got worse but this time after bringing the issues up to the corporate management to hopefully look into and correct, instead *** shared my concerns with the Oshkosh location team members and they took it out on me by providing extremely horrible customers service, talking about me when they didn't realize other family members were in the area listening to staff members talk unprofessional about me and ultimately had staff members follow me to my house on my last visit there along with ***, the newer manager who conducted himself in a very childish behavior that made the whole experience worse since he was allowing the behavior to get worse under his watch.He followed myself and other staff members who were with me on a company movie night outside to yell things at us from a distance.I didn't know at the time *** had shared my original customer feedback with the Oshkosh team so I emailed him again to share what had happened again to include finding out his staff were creating fake ****** accounts and giving my business a 1 star; 7 in total the same night of the incident. Some were very defamatory and all extremely false.What do you think the response from Corporate was to get things fixed and addressed?They trespassed me from the property and sited the staff felt bullied, harassed, and mistreated.Completely turned around what they were doing to me and made me look like the bad person when all I wanted to do was share feedback and observations.

0 stars, tried to purchase tickets on website they said payment failed refused to give me tickets and still charged my account. There is no phone number for customer service people in the theater. Will not help. Will never return. Hope no one does either.

I ordered some gift cards in November of 2023 during a promotional period, spend $25 receive $10 in rewards points. Well, I never received the cards or the points, I was told they would deactivate the cards and send new ones after reaching out about 8 times. I asked to speak to a manager on multiple occasions but never heard back from anyone. I finally received the new cards but not rewarded points that were promised in the promotion there was a phone # for Marcus theatres so I called to express my concerns and spoke with Lily. She looked into my account and found the points were rewarded to someone else's account. She promised to add them to my account after I created a new profile. I sent her the new member # and then she emailed me saying she could not assist with rewarding me those points that were promised to me in her email. After looking at my previous emails to Marcus Theatres I found that she was one of the individuals I emailed in the very beginning of regarding my issue. I then decided to give up and ask for a refund but was told that was impossible due to their policy guidelines. I just don't understand why they could deactivate the 1st set of cards but cannot deactivate the 2nd set of cards to issue me a refund. I give up on trying to get what I was promised and paid for over a month ago and just want my money back.

Went to Marcus on Wednesday of this week. (June 21, 2023) to see a movie. My granddaughter and her friend dropped their phone and after the movie stayed behind to retrieve. Me and a second granddaughter went to the ladies room. My granddaughter looking for her phone found it and began looking for me. I didn’t know she had lost her phone until she found me. In the process of looking for me, the security guard was racist and accused her only, as she had a white male teenager with her, of trying to sneak into the theater to see a movie for free. She was very polite and told him that she was not but was waiting for her grandmother. She’s 13. He was very aggressive and did not believe this scaring her friend. I walked from the bathroom with her pointing to me saying that she saw me. He was too aggressive with her and only backed down when seeing me. I wasn’t told the story until we left the theater as I would have confronted him regarding this. I called the manager who indicated that he would speak to his people but when asked for a call back after doing so he refused and abruptly told me goodbye. I feel disrespected as I had spent close to 100 dollars and spend money regularly at this theatre. If this is the way you treat patrons, I have to reconsider coming here. Looking for a respond after talking to manager and security guard with the results.

I took my family to the ************, ** Marcus theater on 5/8/2023 to see guardians of the galaxy vol 3. (**** *************** ************, ** *****) When the previews started I could tell the sound was not right. I thought maybe it was just the previews and waited for the movie to start. I noticed the left side of the theater sound system was not functioning. About 15 minutes into the movie I went out to the service desk where 6 team members were standing at the counter. I let them know there was a problem with the sound and they said they would let the manager know. After another 30 minutes of poor sound that ruined the movie (could not hear dialog during action scenes or when loud music was playing) I went and found a gentleman that said he was the manager. I explained to him the sound issue and that the air conditioning was not working in the theater. He gave me a nod and some lip service and I went back to finish the movie. Following the movie, several other patrons were complaining about the sound qualify and the temperature inside the theater. The manager blamed it on the copy of the movie and not the equipment. He never offered any replacement tickets (I would have taken them for the same movie) since our experience was terrible. In total, I spent 61 dollars on tickets, 48 dollars on concession, and 11 dollar on a beer for my wife. I expect to have a better experience for 120 dollars. When I got home I tried to email the company directly but they require a customer service feedback number, found on your receipt, which I did not receive when buying concessions. I called the corporate office number and left a general message after hours. If you value your hard earned money, stay away from this theater. 120 dollars to set in a sweatbox with AM ************* sound. No thank you.

My family and I purchased tickets to see Advance showing of Mario brothers at midnight on Tuesday April 2nd for $8.98 each. On Friday March 24th a manager from the Roswell location contacted us and let us know that they had mistakenly priced the tickets wrong online and that we had an option to a pay the difference or receive a refund. I asked the manager to contact me back in an hour because my fiance had purchased the tickets. I did not receive a call back from the manager and after repeated attempts to reach anyone at that location I received an email stating that my tickets have been canceled and I was going to be issued a refund. I don't remember what the price difference was but the amount of money that my family has spent at this particular location over the last 3 years is crazy. This was supposed to be a special moment including my neice and nephew that we were supposed to enjoy as a family. Instead, we were stripped of our option and ultimately forced to now not see the movie at all this day and my neice and nephew will be going back home. They completely ruined our spring break and have not acknowledged or reached out to try to resolve the issue or even apologize. I am highly disappointed in how the management team chose to handle this and astonished that they reached out to their customers to ask them to pay the price difference for a huge mistake that they made. Sometimes as a business your wrong and you have to take your losses but you should never make the customer pay for it (as if we are not already paying enough). I would definitely like for someone to at least reach out and say or do something. Thank you, from a very disgruntled customer who loves your theatres and on most occasions is a happy customer