Customer ReviewsforMarcus Theatres

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

I know pulling an alarm in the theatre isn't Marcus' issue. But, this IS their issue. My friend and I went 30 minutes away to Majestic to see Avatar on their awesome screen in 3D. During the movie, fire alarm. All cleared, went back in to watch the movie and in about 15 minutes later was told we had to leave again. Fine, got a "sorry" move pass. Not upset, frustrated yes, but not intentional. SO, later that week, I drive back, another 30 minutes each way, to see Avatar. "We don't take sorry passes for this movie." WHAT THE CRAP? I never heard a "I can't" from a chain before. I explained I saw the movie earlier that week, paid via credit card, and was told I couldn't watch the movie. "Disney has rules in place on passes." OH MY GOODNESS. So, next time a fire alarm goes off, I must request a cash refund so I can use that cash later on when I want to see the movie? Yes, I did contact Marcus, and got a "sorry" email with no solution. I emailed back with this explanation above, and no response. I am a business owner, and only way to correct a problem is by bringing it forward to management and on their "contact us" page, there is no way to simply contact management. Not even on Marcuscorp page can you simply contact someone. So, Disney got the take of the money on the show that didn't air, but Disney can't allow a "sorry pass" to be allowed? I think your sorry pass should be king, even if Marcus has to pay Disney for the admission. Yes, I will go back and watch movies. Yes, supported them during covid. But this sorry pass does need to be addressed for future customers.

I took my grandson to the movie on October 16. We were the only ones in the theater.and we were excited, Until about 10 minutes in 6 tweens entered and within minutes started havoc. Loud talking,jumping from row to row, swearing to each other. I asked them nicely to keep noise down. To no avail. With no supervision it was a useless cause. Against my judgement I gave them three warnings , I finally had to get management to get them removed. How is it allowed that underage kids can be allowed to the theater? You need to change this rule. If not, then management needs to be present and aware and check on them throughout the movie. It was ridiculous. I did not pay to have to babysit rude disrespectful kids. They ruined our movie experience. I have pictures of how they left your theater with popcorn spilled and garbage all over.

I received an email from Marcus Theaters offering a gift card promotion of a free snack if you purchase one for their national chain of theaters and movie taverns. I believed they had a location within my state so I read the fine print and it never stated " no refunds on egift cards. In fact, the website said cards could be exchanged for tickets and refunds would be processed up to one hour before a film showing. So I felt safe in buying it. Afterwards I tried to use it online for a movie near my home, but discovered there weren't any Marcus theaters in my entire state. In fact the closest one is 1000 miles away. I called the gift card support numbers and explained the problem and told them it was impossible to use the gift card and I wanted a $25 refund. They refused saying that its on their website, which I disputed in the area that sells the tickets. Nor did the email they sent soliciting my purchase make any mention to "no refunds" . They again refused and I called several other customer support areas but they kept telling me that they would not refund it even though I could not use it. These people are not honest nor transparent in their business practices.

My family and I attended a showing of a movie and went to the concession stand for soda and popcorn. My son was purchasing a soda, and believes he left his wallet on the counter. It is possible he lost it in the first theater on the right side of the Menomonee Falls complex of theaters, listed as theater #3. When he discovered the wallet was missing, less than a half hour after the movie ended at 3:30, my husband and I returned to look for it. I left our names and phone number with the ticket seller. My husband and I also physically checked the theater and seat he was sitting in. Later I called to see if anything had been found, if they pulled up the seat to look under it, as they said they could--at the end of the evening, or if anyone turned it in. My daughter also called a few times, and both she and I left voice mails with the info to be called back. We heard nothing. My daughter also called at the 11am opening the next day, and it took 10 minutes to get someone to answer. Finally, now knowing my son had almost $300 in his wallet, we called the police. It wasn't until that time that the wallet was discovered; we don't know where. The license was there, but no money. I was appalled that managers never even bothered to call us. We only learned it was found by calling the police. And it was only the involvement of the police that got us any response. Perhaps we could have changed the outcome if anyone had really bothered to look for the wallet. This event occurred on July 5th, and he was at the counter between 12 and 12:15, if the video still exists, maybe someone could tell who picked it up as he thinks that is most likely where he left it.