ComplaintsforMarcus Theatres

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/25/2022 I attended a 2:30pm movie at movie tavern theater with my 10 year old daughter and her classmate. At the start of the movie I attempted to order 3 appetizers and 3 drinks on the establishments website totalling $68.63. On three consecutive attempts I got an error message stating the transaction could not be processed. I then went to the concession stand to make the same exact purchase of $68.63 by cash and returned to my seat. The food was delivered, and movie was watched in completion, however when arriving home and checking my bank account I had found that all 3 attempted purchases by debit card of $68.63 were charged to my bank account totalling $205.89. 1 of the charges for $68.63 was reversed, however the 2nd & 3rd charges of $68.63 were not and was removed from my account. I immediately called the theater that same day to notify them of the charges, and was told someone would call me back prior to the end of the day. I never received a call, so on the next day I went back to the theater to speak with a manager on duty. She said that she would try to make the refund, however if it did not post to my account within 48 hours, to call back. I was then contacted by a customer service representative on 9/28/22 who said she would try and help to resolve, however after 35 minutes of speaking with her and pulling up the transactions using the last 4 numbers of my debit card I was then told she wouldn't be able to do anything because the transaction amounts entered for a refund did not match my purchases. At this point I am out $137.26 for errors generated by the establishment, on none which was my fault.

  Business response

  10/06/2022

  Hello
  
  After a investigation into this situation, we can confirm that this was resolved with refunds given on 9/26/2022.
  On 9/25/22 $68.68 was charged through our app on order *******, another $68.68 was charged through our app on order *******. After internet issues at the location, a 3rd $68.68 was paid for in cash and the ordered food from the cash transaction was received. The total charges for 9/25/22 were $206.04. The location manager says they let the guest know about the internet issues and that someone would reach out once the online refund could be completed.
  On 9/26/22, $144.84 was refunded in-person on receipt ******* to the same card the 9/25 transactions happened on, followed by another $72.42 in-person refund on receipt *******, also to the same card the 9/25 transactions happened on, for a total of $217.26 refunded.
  We consider this issue resolved and if the $217.26 does not show as refunded on the original form of payment, please reach out to your financial institution with any other questions.
  
  Thank you

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for tickets for 7 people. Movie started tonight Sept third at 850. We had to leave it was to dangerous lots of police and rowdy mousey kids I want a refund for food and movie. We dint stay we left after 5 minutes. Girls teens looking at my grand daughters rolling they eyes trying to pick a fight. Order number ***** for the food. Movie. Confirmation for movie Ws2wr29

  Customer response

  09/30/2022

  Cancel complaint these ppl refund me

• Initial Complaint

  07/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  WEBSITE PAYMENT ERROR 7/5/22 $43.56 purchased tickets on Marcus website for ******** location. Money was debited from daughters account. refund in 3-5 business days. Manager was rude to 16yr old daughter visiting from ***** ultimately ruining a day on her vacation with her friends. Did not attempt to rectify the issue and was sent away and told to wait for the *************** stated this is a known issue with the website. If this is a known issue then it needs to be fixed as I am sure we are not the only ones whom this has happened. Personally spoke to *** the Manager and he lacks ethics and integrity. Nothing was offered to fix this known issue. Tried on another transaction and again the same issue with the website fortunately the money was not held 3-5 days as banks were different. Marcus needs to fix this website issue and management professionalism.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/11 I went to Marcus theatre in ****************** which is 45 min drive. I had ordered food ahead. I get in line to.pick up my food. Waited in line 15 mins. The woman tells me oh you need to go to the other line so she could look up your order. There was no sign no anything nothing to say pick up here etc. So I had to wait in the second line 22 mins. I asked the lady when I got to the counter why isn't there a sign saying pick up here or something when you you order ahead she said huh I told her what I was told and she looked confused. So I finally get my food and cup run to the movie room and missed the first 10 mins of Jurassic park because of the food line issue. I pay to much to enjoy a movie and end up missing it because the workers didn't want to work.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So basically what happened was all my fianc and two of my friends wanted to go see was the batman movie on march 26th at 8pm. my fianc preorder the tickets online for Saturday at 8pm for 65 dollars for the ultra screen as well, so we get there show the lady at the front desk/counter our tickets and she says go on in enjoy the movie and we buy snacks and drinks which that was 20 dollars for me and 20 dollars for my freind as well, we sit down to watch the movie and then another person said we were in our seats in then they got the manager and they said your tickets are for Friday and then took us out of the theater in then which we told him hey we ordered them for Saturday there most of been a glitch in the system or something and then told us their is nothing he can do about it and which I said well we should get a refund on our stuff/tickets and he said he can't do it at all and then was going to take us out and then we asked to talk to a different manager and they said they have these issues with the online Service oft en and still wanted to say their is nothing they can do about it and then we had to talk more cause we didn't think it was right since it wasn't our fault at all so then they gave us tickets for another day.we paid money on our snacks and drinks and we didn't get to enjoy any of it because of their mistake for their system but again they say their is nothing they can do about it at all. we all again just wanted to see batman in ultra screen and felt like they just want to dismiss our issue we hand and not give us proper customer service, I felt like as well they truly didn't care about our problem at all that we had and trying to explain what had happened, we have gone to this theater a lot and tonight we got let done extremely.

  Business response

  04/08/2022

  Hi Megan,

  Thank you for reaching out on your recent experience. We value the time you took to provide us with your comments.
  
  We appreciate your observations and the suggestions you provided for us to enhance the movie-going experience for our guests. The comfort and enjoyment of our guests is always our priority. I would like to apologize for any confusion that *** have occurred with the purchasing of your tickets and would be happy to look into this further for you. Could you provide us with your confirmation id and confirm if you purchased your tickets through marcustheatres.com or fandango.com? Additionally we are showing that your group was issued 4 readmission passes as compensation to see the movie since the original date of the movie tickets purchased was missed.  Marcus Theatres is continually striving to be the top theatre destination in the country and feedback like yours is valuable in helping us attain our goal. 
  
  Again we truly appreciate your feedback and look forward to serving you in the coming months.
  
  Best regards,
  Remi

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received 2 gift cards to Marcus Theater to be used for movie tickets from my grandchildren one in December of 2020 and the other in December 2021 both in the amount of $50.00 each.Due to the pandemic we have not tried to use them until about 3 weeks ago. Neither of the gift certificates worked either online or at the box office.The theater in ********* **. could not do anything about it and said we needed to contact the corporate office in ********* **.The Corporation does not answer their phone and you have to leave a message and they will call you back. I have now left 3 messages and 3 different emails over the last 3 weeks and I have heard nothing back.I would like to have them at least give me a call and replace the gift cards.Thank You for your help in this small matter.Sincerely:***********************

  Business response

  02/16/2022

  ****** has been contacted via Email to confirm that our team was able to assist him over the phone yesterday. His giftcard was locked for 24 hours after the pin was entered incorrectly too many times.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a private viewing of Spiderman No Way Home for December 17th. I paid $264 for it. When we get there, it is a small theater with no lounge seats. I asked the guest help if there was some type of mistake for this price, he said no, they dont have any lounge seats within this theater. That is a lie. He was vague, nonchalant and started talking to other guest and clearly was rude to not trying to get a supervisor to help with issue. Now I have rented out private showings before and never paid $264 before, let along for a small theater screening. It was lounge seats at the valley grande location. I decided to go to ************ location as it is closer. Never again. I have called their customer service nber two weeks ago, no response. Sent an email, no response. I see that at the marcus theatre on valley grande the same movie is for private viewing is at $158.00. So ************ location is price gauging and have horrible customer service.

  Business response

  12/28/2021

  From: we940jfndkl <******************>
  Sent: Monday, December 27, 2021 3:40 PM
  To: Ask Marcus Theatres <************************************************************************************************>
  Subject: Re: FOLLOW-UP
  
  Inspect emails closely before clicking links or opening attachments. Forward suspicious messages to ***************************************
  Thank you for your help. I hope that you all will also look into this theater. They are so rude and nprofessional there.
  
  On Mon, Dec 27, 2021, 3:33 PM Ask Marcus Theatres <************************************************************************************************>wrote:
  Hello ****** and Thank you for contacting Marcus Theatres,
  
  Thank you for your response! Your refund is in the amount of $264.45. Typically, refunds take 3-5 business days, however, depending on your bank, it could take up to 14 business days. If it has been past 14 business days and you still have not received your refund, please let us know! Reach out with any other questions or concerns.
  
  Take Care,
  *******
  
  ***** Services
  Marcus Theatres Corporation
  ************ (p) ************ (f) ************
  ********************************************************************************************
  
  
  
  
  From: we940jfndkl <******************>
  Sent: Monday, December 27, 2021 3:11 PM
  To: Ask Marcus Theatres <************************************************************************************************>
  Subject: Re: FOLLOW-UP
  
  Inspect emails closely before clicking links or opening attachments. Forward suspicious messages to ***************************************
  Thank you. My refund is for the $264 correct?
  
  On Mon, Dec 27, 2021, 1:55 PM Ask Marcus Theatres <************************************************************************************************>wrote:
  Hello ****** and Thank you for contacting Marcus Theatres,
  
  We do apologize for our delay in response and appreciate your response back! Thank you for providing feedback on your experience at the Marcus Theatres and Movie Tavern.  We value the time you took to provide us with your comments.  Your input will help us as we continue to refine our services.
  
  We have entered your information into our refund queue. Please allow 3-5 business days for this to reflect in your bank account. If you have any other questions or concerns,please let us know!
  
  Take Care,
  *******
  
  ***** Services
  Marcus Theatres Corporation
  ************ (p) ************ (f) ************
  ********************************************************************************************
  
  
  
  From: we940jfndkl <******************>
  Sent: Wednesday, December 22, 2021 7:17 PM
  To: Ask Marcus Theatres <************************************************************************************************>
  Subject: Re: FOLLOW-UP
  
  Inspect emails closely before clicking links or opening attachments. Forward suspicious messages to ***************************************
  No,my question has not been resolved nor taken care of a matter of fact. No call at all. I spent $264 for a private show at the westhill location. It was not a lounge or big screen theatre. I paid $186 at valley grande for a private show and there were lounge seats and a big screen. This is ludicrous to charge that type of money $264 for a run down room worth only paying $60 for. I tried speaking with the person upfront. But he didn't care about my anger nor frustration for them to advertise this is not a lounge or big screen room. I money back. No way to treat a paying customer. I am willing to pay normal seating for the show.
  
  On Wed, Dec 22, 2021, 6:36 PM Ask Marcus Theatres <************************************************************************************************>wrote:
  Hello,
  
  Thank you for your recent voice message to Marcus Theatres ***** Services.
  
  We apologize for the delayed response. During this very busy time of year, we are working diligently to answer our guests as quickly as possible. We appreciate your continued patience. We understand that your concerns may have already been addressed through another channel. If this is not the case, and you still have a question or concern related to Marcus Theatres, I invite you to reply to this email. Please note, answers to many common questions can be found on our website.
  
  Happy holidays,
  Marcus ***** Service Team
  
  
  GUEST SERVICE TEAM
  Joy, ****** ***** ******** ******* & ******
  Marcus Theatres Corporation
  *******************************************************
  Phone: ************
  Email: ************************************************
  marcustheatres.com

  Customer response

  12/28/2021

  [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

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I recently visited the location in ************, ****. I visited on Sunday December 19, 2021 at 6:30pm for the super screen showing off Spiderman No Way Home. This was the WORST movie experience I have ever had. First off, we went to find our seats and some kids were already sitting in them, with their popcorn and drinks slewed everywhere. Then said "are we in your seats?" They knew they were in the wrong seats. After they got up, they went over to their group of 10 friends who were seated a couple seats over and they stood there for about ****************************************************************************** the front row. I paid good money for these seats and purchased them a month in advanced just for some kids to try to steal them from me. The entire movie, kids were running in and out of the theatre, yelling and laughing extremely loud (about things unrelated to the movie), they were making phone calls and were shining phone flashlights on the screen to be funny. The kids next to us were running back and forth in the isle we were in and we're crawling through the railings. We could not even enjoy our movie at all. Good thing this wasn't our first time seeing this movie or else we would have been lost and confused because we couldn't hear ANYTHING without being disturbed by unattended children. We will NOT be returning ever again and I would like a refund for the 3 tickets and the snacks I purchased. Thank you

  Business response

  12/22/2021

  Hi Jaylon,
  
  Thank you for providing feedback about your experience at the ************ cinema. We value the time you took to provide us with your comments.
  
  We appreciate your observations and the suggestions you provided for us to enhance the movie-going experience for our guests. The comfort and enjoyment of our guests is always our priority. I would like to apologize for the disruption created by another group in your theatre and that other guests were in your seats when you arrived to the movie. Marcus Theatres is continually striving to be the top theatre destination in the country and feedback like yours is valuable in helping us attain our goal. 
  
  Your feedback has been shared with the local management team to look into this further. We will include this feedback as we consider our future plans for this location.  I have mailed 3 readmission passes per your experience.
  
  Again we truly appreciate your feedback and look forward to serving you in the coming months.
  
  Best regards,
  Remi

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************** and I am contacting you to file a racial discrimination complaint against one of your buildings.I recently purchased a ticket on 8.18.2021 for movie the Candyman once I arrived to the movie sat in my seat and the movie played for 5 mins in. A white couple then approached me stating that I was in there seat I showed them my ticket for my seat and the movie theater double booked the exact same seats. The manager **** (white manager) approached while I was watching the movie and asked me to move she stated that my ticket was purchased for the movie screening date 8.26.2021 not 8.27.2021. The issue with this is the movie release date was 8.27.2021 and when I purchased my ticket it never gave me the option to purchase it for 8.26.2021 only after. I was forced to move from my seat and forced to sit somewhere closer to the screen. Your employee should have never moved me due to your mistake your company double booked

  Business response

  08/31/2021

  HiMarissa,
  
  Thankyou for contacting us. Please accept our apologies for any issues whilepurchasing your ticket online. After looking into this further, we see thatyour ticket was purchased for the 26th. The studio film release day was the27th, but Marcus Theatres had a special premiere showing one day early on the26th. 
  
  Here atMarcus Theatres and Movie Tavern by Marcus, we value social diversity and havea non-discrimination policy that can be found on our website by clicking HERE. 
  
  We hopethat the intention of the other guests and ****, the theater manager, was notbased on your skin color but rather that you unintentionally purchased ticketsto the premiere.
  
  However,any concerns or complaints that are brought forward regarding guestdiscrimination will be thoroughly investigated. Please provide us with as manydetails of your experience that *** have been attributed to discrimination asyou can. We will escalate this case to our *************** team to investigatethoroughly.
  
  For theinconvenience caused, we are happy to send you two passes for future movies onus once you provide your mailing address. 
  
  Again,thank you for being a loyal customer, and we hope you allow us to make thingsright.
  
  Bestwishes,
  *********

• Initial Complaint

  08/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Tuesday 27 July 2021, I went to south gate theater in Milwaukee. With a sick friend.. we sat down and waited for the 835 showing. At 852 they started the info entertainment that is prior to the previews. About 5 minutes later a disheveled employee came in and mumbled something to the customers. I had to ask another patron in a row closer to him , what he said. Apparently they were NOT showing the movie and were handing out a movie pass. I asked this disheveled employee, what about all the snacks we bought. His response was very terse and unprofessional stating "i dont know what to tell you!" I told him we bought all the snacks to sit down and enjoy with a movie. I asked for the manager and he said he was the manager. U asked his name and he stated "Will." We got our movie passes but left with a very negative and upsetting experience and no compensation for the movie snacks we purchased and then threw away.

  Business response

  08/03/2021

  Hi *****,
  
  Thank you for reaching out! I would like to apologize for this experience and help look into this further. Could you provide us with the receipt for this purchase to look into this further with our SouthGate management team? Thank you again for bringing this to our attention. Please let us know if you have any further questions.
  
  Best wishes,
  ****
  

  Customer response

  08/04/2021

  [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.]
  
  I do not have the receipt for the purchases, but they were recorded via my rewards card. Please email me at *********@gmail.com and I will gladly provide that. I did file a complaint with Marcus but never received a reply. 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,
  
  ***** ********
  

*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. ↩