ComplaintsforMarcus Theatres

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited ******* 20 on Sunday March 3rd for a 10am showing of Dune.The film blacked out 30 minutes in for ~10 minutes or so & the theater refused to rewind the movie. Then they only offer passes for the inconvenience. I want my money back, not passes. I don't care about ********, I attempted to Patron Ronnies, if there is an issues, they need to resolve it between themselves, I cannot be bothered.

  Business response

  03/05/2024

  Hi ***

  Thank you for providing feedback on your experience with us. 
  
  We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
  Your feedback has been shared with the local management team to look into this further and we will look for solutions to prevent a reoccurrence.
  
  
  Because this order was placed through Fandango I am not able to complete the refund for you. Fandango is a separate company and we have no visibility or access to the details of any order placed through them. I would be happy to reach out to Fandango on your behalf to take care of this.
  Please provide the confirmation number and the time your movie was scheduled to start. You can either respond here or you can send an email to ******************************
  After Fandango accepts my request, they will contact you when the refund has been completed.
  
  
  You can also contact Fandango directly at ************** or ****************************
  
  
  Thank you

  -*******, Guest Services

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought $25 gift cards that had $15 food available online. While food portion says cant be used with other discounts, it did not say you have to use discounted prices on Tuesdays and $5 cant be used towards full price on Tuesdays. They allowed it in the past.Also, today, Friday 2/23/24, no online order slots available after 7pm. This was a bogus promotion. I am stuck with $70 worth food coupons.We usually see movies on Tuesdays. No way we would have bought gift cards had we known these new restrictions.

  Business response

  02/26/2024

  Hi *****
  Thank you for reaching out to us and bringing your concerns to our attention!
  We sincerely apologize for any confusion or inconvenience you experienced regarding the use of your $5 snack cash vouchers and the availability of online ordering slots.
  
  Concerning the availability of online ordering slots on 2/23/24 after 7 pm, we apologize for any issues this caused in your movie-going experience. Your feedback has been shared with the local management team to look into this further and we will look for solutions to prevent a reoccurrence.
  
  In regards to the Snack Cash vouchers,these vouchers are non-replaceable and hold no cash value. Additionally, they cannot be combined with other offers.
  While we are unable to issue store credit for the disputed amount, we will review our conditions to ensure that it is clear and transparent for our valued guests in the future.
  We value your opinion and understand your frustration regarding the limitations on the use of the vouchers,especially on Tuesdays and with discounted prices. As an apology for the misunderstanding,we would like to offer you $40 Rewards dollars to be added to your Magical Movie Rewards card (ending *****) and you should see that on your account by the end of the day.
  
  Once again, we apologize for any inconvenience, and we appreciate your understanding and patience. If you have any further questions or concerns, please don't hesitate to reach out to us directly at ******************************.
  
  Thank you
   -*******
      Guest Services team
  

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased $160 dollar pack of tickets to gift to my mother who lives in ******.Inquired with clerk if Marcus is in ******, was assured they were.Come to find out after Christmas exchange, theres no Marcus in ******.Called ******** theater where tickets were purchased in person and was told they are refundable and to bring to ********. Upon arrival, manager was very dismissive and rude stating they cannot be returned. She said she was aware the worker told me to bring them in but he gave wrong information.Called the following day to inquire with management again if able to return , as website states tickets are refundable.Was told they technically are, but its a lot of work to verify the tickets to make sure theyre valid and not someone trying to return fake tickets.Was told to try corporate to see if they can help, called corporate, no answer and no call back to my voicemail left.I am very disappointed as we typically have had ok experience with Marcus.

  Business response

  01/10/2024

  Hi ********
  Thank you for reaching out!
  
  I apologize for the confusion about where Marcus Theatres are located. Please visit our website for the most up to date list of locations and offerings.
  The Diamond packs are typically non-refundable, but I may be able to add the amount to a gift card for you.
  To get that process started, I do have a couple of questions for you:
  Do you have these tickets in your possession? Would you be willing to bring these to the sales office (located in the Majestic of Brookfield Cinema)?
  Could you please reach out to me directly with this information or any other questions you may have? My email address is *******************************************.
  
  I hope to hear from you soon!
  Thank you
  
  

  Customer response

  01/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reached out to the email provided in the Marcus Theaters response to this as requested and have not heard anything back from them.  This is what occurred when I called as well, poor customer service all around. 
  
  Regards,
  
  *********************************

  Business response

  01/16/2024

  Hi ********

  Can you check the spelling of my email address? I have not received anything from you!

  Just in case it was stopped by our spam filter, I will send you an email to get this rolling! You will hear from me by the end of the day.

   

  Thank you

  -*******

  Customer response

  01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for their online app membership. We canceled it 3 times and they keep charging us.

  Business response

  01/11/2024

  Hi *******
  Thank you for providing feedback on your experience with us.

  We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.

  We are working on a refund for you and your feedback has been shared with our tech team to look into this further to look for solutions to prevent a reoccurrence.
  
  Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.
  Thank you
  **************** ***** Services Team Lead

  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I logged into my Marcus Rewards account and believe that someone has hacked my account. I have $89.45 missing from Gift Cards that I have saved in my account, am missing $41.43 in reward points, and I can see transactions made on November 22, 2023 at a Marcus theater located in *****************, **. I live in **********, ** and was not in ** on this date, nor did I give anyone access or permission to use my account.I have tried to call **************** multiple times along with emailing them for this issue as well but have not received any correspondence.

  Business response

  12/28/2023

  Hi *****
  Thank you for providing feedback on your experience with us.
  
  We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
  Your feedback has been shared with the management team to look into this further and we will look for solutions to prevent a reoccurrence.
  
  I see that Your gift card has already been replaced and sent out with some free passes for your next visit.
  I have created a new Magical Movie Rewards account and I have already moved the points and rewards to the new card along with any rewards dollars spent at the St. ******* location.
  I have also created a new mobile app profile for you. Please log out of the app and I will send you your log-in credentials from the ***** Services email.
  
  Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.
  
  ****************
  ***** Services Team Lead

  Customer response

  01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a gift card that says it has no expiration. I attempted to use the gift card online and it didn't work. The movie website chat representative said to bring it onsite and use it in person. I attempted to use it again in person and the Movie Tavern associate said it was old and to email ***************************************************** to have them issue me a new card. It's been over a week and I haven't received a response. I want a new gift card issued that works, that matches the balance on my gift card. I believe the card has $100 on it, but I'm not sure. Their system should be able to determine that.

  Business response

  11/09/2023

  Hi *****
  Thank you for reaching out.
  
  Looking at the history of the card number you provided, I see that the balance was $74.00 when Movie ****** joined the Marcus family in 2018, but there has been some activity since. Can you please verify if you have ever been to any of the following locations:
  -***********
  -Exton
  -Roswell
  -************
  
  Thank you

  Customer response

  11/09/2023

  Better Business Bureau:

  I wasn't given the option to respond only accept or reject. To my knowledge I have never used the gift card, but have only been to ********* location, most recently to see Killers of the Moonflower, where I paid with a credit card because the gift card wouldn't work. Please tell Marcus Corp to mail a replacement gift card for the Movie Tavern in ***** in the amount of the $74 balance to:

  **********************;

  ****************                           

  ************, ** 19382

  Once I receive the replacement gift card with the matching balance, I will withdraw my complaint. 

  Thank you

  Business response

  11/10/2023

  Hi *****

  Thank you for the requested information.

   

  I have issued a replacement card and the order will be filled and shipped today. It will be sent regular **** first class mail so it may take 5 to 7 days to arrive.

  Thank you

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I joined Movie Flex+ on May 2, 2023. Since this time I've received many Movie Flex+ emails that I assume are sent to all members. Many of these emails state "earn a $15 promo eGIFT CARD every three months you stay a member". I have now been a member for six months and I have not received these yet. I contacted Marcus Theatres on October 4th to ask about this. I heard back on October 10th and the email said "thank you for being a ********* member! We would like to apologize for the delays you have experienced regarding your 3 month promotional gift. We are working to ensure that your gift has the correct expiration date, so that you get the best possible value out of it. We wanted to let you know we are working on getting this gift out to you as soon as possible". I asked if there was any update on October 17th and did not hear back. I asked again on October 24th and have not heard back. I emailed most recently on October 29th and have not heard back.

  Business response

  11/02/2023

  Hi *****
  Thank you for reaching out! 
  
  I apologize for the delay with your 3 month member promotional card.
  We were experiencing some technical issues with this but you should receive the card by Saturday November 4th, 2023.
  I also see that you have already been credited an additional $15 to your rewards account. 
  
  If you do not see that card on 11/4/23, please send us an email and we can get this corrected. (******************************)
  
  Thank you
  *******
  Guest Services/Magical Movie Rewards
  

  Customer response

  11/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 15th I visited this theater. My issue is with the Bar and the fact they knowingly ripped me off. I also contacted Marcus the day after and have never received a response. I went to the 4:20 showing of elemental. During my visit I ordered a Mule from the bar. Now mind you the cost is $15 so the expectation is that it is made right. The bartender was rude the whole time and unapproachable. She did not put Ginger bear into the drink she did a mix from the soda gun. Ginger bear is not in there soda gun. The lady didn't care and the drink was undrinkable. There are cameras you can see me literally throw it out. Disgusting. I have been given no refund no apology just ripped off for visiting this place. The behavior at this theater is deplorable.

  Business response

  07/31/2023

  Hi *****
  Thank you for reaching out. 
  
  We value the time you took to provide us with your comments. Please respond to the direct email sent to you. I am hoping you can provide the information needed to get this resolved.
  
  Again,we appreciate your feedback and we look forward to the opportunity to serve you again soon.

  Thank you

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There resolution was simply to email me and insult my integrity.  Absolutely horrible organization.  All this literally over someone that ripped me off for $15.  Marcus from the top down must have horrendous management issues.  I have asked them multiple times to just refund the $15 that they at the end of the day stole from me. This is insane for $15.  
  
  Regards,
  
  ***************************

  Business response

  08/01/2023

  Hi *****
  
  I am sorry if you felt that your integrity was insulted. The payment information that I requested was necessary to process your refund and was in no way meant to be accusatory.
  The process has been initiated now that I do have that information and you will see that refund reflected in your bank account in 7 to 10 business days.
  
  Thank you
  

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The amount of work to get $15 back from this place was absurd.  They accuse you of lying and just overall disgust with them.  I will never be back Marcus is honestly just horrible.  Thanks for the $15 back and the hours of frustration.  
  
  Regards,
  
  ***************************

  Business response

  08/09/2023

  Hi *****
  
  Again, I am sorry if you felt that your integrity was insulted. The payment information that I requested was necessary to process your refund and was in no way meant to be accusatory.
  

  The refund process has been initiated (now that I do have that information) and you will see that refund reflected in your bank account soon.
  
  Thank you

  Customer response

  08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Garbage organizations filled with lies.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/20/23 we went to the movie tavern in ***********, ** with the family. We ordered food which was then delivered to our seats. While the staff was giving us our food/drinks, they spilled butter loaded popcorn which got everywhere. It wasnt until the end of the movie, and after the lights turned on, that we found the butter soaked popcorn was all in her purse. Everything in her purse was soaked in butter, including the liner of the purse. We brought it up to the staff and management, which said they would submit to their insurance company. The staff took pictures of everything and we received a phone call the next day about the claim. I told the insurance adjuster what happened and that the staff has pictures. He then asked if I knew the value, which I did so I gave it to him. The purse was $558 and I have the original tag to prove. After that phone call all communication has stopped. Ive called and emailed several times with no response.

  Business response

  07/19/2023

  Hi ******
  Thank you for providing feedback on your experience with us.

  We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
  I checked in with our legal team. They informed me that our claim resolution manager has been in touch with you regarding a resolution.
  
  If for any reason you have not been contacted or need any further assistance, please do not hesitate to let us know!
  
  Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.

   

  -****************** (The Marcus Theatres ************* Team)

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received an email response from the insurance company that they would reimburse a certain amount, which I immediately accepted, however I havent received any further communication. I was told there was some sort of letter that needs to be signed but the insurance company is really dragging their feet to send it to me and resolve this, which further supports the need to keep this complaint open.
  

  Ive sent several emails to follow up but there is no sense of urgency to resolve the issue on the insurance companies side.
  

  The longer this takes the more I never want to go to this theater. Its a shame that the insurance company is causing me to hate the company that they represent 

  Regards,
  
  *************************

  Business response

  08/04/2023

  Hi ******
  
  I do sincerely apologize for the delays in this case!

  I have reached out to our claims manager to push the insurance company along and he reported back to me that the check was already in the mail, on its way to you. Can you please confirm if you have received it?
  
  Thank you
  

  
  

  Customer response

  08/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I have received the check for the agreed upon amount and would like to close this complaint as "resolved". I have been a loyal customer since they opened so hopefully I will find a time to visit again to clear the bad experience from memory.

  Regards,
  
  *************************

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday I had tickets to see ****************** at 11:00 am at Ronnie&#**;s H**33303035383132**H in *********, **. The movie projector was broken so at 11:30 am we were told we could get a refund. I went to the box office and requested my $18.32 refund. They called the manager and I asked for a check or cash for my refund. This is not how you get a refund at Ronnie&#**;s.If they have your money, you cannot get it back.I asked if they could go at least to the concession stand and give me my $18.32 since they did not want to write a check for what they owed me. There was no concern for what problems they were causing me. I could have lived in ***** or ***** and was never going to be in ******** again. The two readmission tickets was the only way *******#**;s was going to work with me. I believe a business needs to be able for people to pay for things with cash. I would be upset if I went to the H34333031353431**34H Theaters and gave them a $20 dollar bill and was told my money was no good and I could not see a show.I believe their policy is if we have your money, we are not going to give it back to you. A business needs to work with a customer and have concern for what my needs are.

  Business response

  07/18/2023

  Thank you for contacting Marcus Theatres.
  
  We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.

  I understand that your order was placed through Fandango. We are not able to complete the refund for you because we did not collect the funds, but we can reach out to Fandango on your behalf to request that they issue this refund for you.
  To do this, can you please email us your Fandango confirmation number and the email address you used on the order. Please send this to ****************************** (please add Attn: ******* to the subject line)
  
  Thank you
  

  
  

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  see attached

  I reject the business response. I know they use it to pay their utilities
  
  Regards,
  
  ***************************

  Business response

  08/04/2023

  Hi ************************
  
  As mentioned in my previous message, I need your transaction details to be able to proceed with the refund process. To initiate the refund, please provide your 7-character Confirmation ID (beginning with the letter "W") along with the email address used during the purchase. I am here to assist you with the refund and will be able to proceed once the requested information is provided.
  
  Thank you
  
  

  Customer response

  08/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here .I sent all my paperwork to you already , probably you pitch it all. The code for the second time, is WT57DBM.  Now will I get a check or cash for the debt you own me. HOPEFULLY YOU DO PAY YOUR DEBTS??????
  
  Regards,
  
  ***************************

  Business response

  08/14/2023

  Hello!
  
  We are working on a refund for you!
  Because the show time has elapsed, this becomes more of a manual process and it may take 5 to 7 business days for the funds to be reflected in your bank account.
  
  Thank you and we hope to see you at the movies again soon.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩