Business Profile

Theatre

Marcus Theatres

Headquarters

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Complaints

This profile includes complaints for Marcus Theatres's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

39 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Theater smelled of mold which made me sick. Purchased a ticket for July 3rd at 11 pm only to have a toddler scream and cry during the whole movie and it was distracting and confusing with someone who has sensory issues. Management was RUDE and not understanding.
Business Response
Date: 07/08/2025
Dear **** and *********,

I'm very sorry to hear that your recent visit to our Addison ******** left you feeling disappointed and unheard. We appreciate you taking the time to share your feedback, and I apologize that your experience did not meet your expectations.

We understand how frustrating it can be when a movie experience is disrupted, and we want every guest to feel welcomed and respected during their visit. Im also sincerely sorry to hear about your fall outside the theatre earlier this year. Your safety and comfort are important to us, and your comments regarding service and security have been shared with the appropriate teams for review.

Because law enforcement was called in this situation, ************** is not in a position to provide further assistance. We understand this may not be the outcome you were hoping for, but after careful consideration and a full review with the theatre's management team, we will not be issuing compensation or taking additional action.

Thank you again for your time, and we wish you all the best.
******* - ************** Team Lead

Customer Answer
Date: 07/08/2025
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.]

Regards,

**** ******
Initial Complaint
Date:05/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket for a movie online for the incorrect theater and just wanted to refund or get money to buy a ticket to the correct theater. They told me they cant do that. The movie started at 6pm i bought the ticket at 5:36pm. They told me they cant issue a refund for the purchase because it was 30 minutes before showtime. How is that right in anyway
Business Response
Date: 05/02/2025
Hello
Thank you for contacting Marcus Theatres.

Im very sorry to hear about the confusion with your ticket purchase and completely understand how frustrating that situation must have been, especially with such a short window before showtime. While we hope to make the moviegoing experience as smooth as possible, we recognize this did not go as expected.

Unfortunately, we're not able to provide refunds after a showtime has passed. While we know mistakes happen, this policy exists because we are still required to pay a portion of each tickets cost to the movie studio once a showtime begins, regardless of attendance. Because of this, those costs cannot be recovered for unused tickets.

Your feedback has been shared with the local management team to review, and well look at ways to improve how these situations are communicated in the future.

As a gesture of goodwill, Id like to send you one complimentary movie pass for your next visit. If you could please email your mailing address to ****************************** (With ATTN: ******* in the subject line), well get that sent out right away.

Thank you again for reaching out, and we hope to see you at the movies again soon.
- *******
- Marcus Theatres Guest Services Team Lead
Customer Answer
Date: 05/03/2025
[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
Date:04/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 04/12/25, my family and I visited the movie Tavern to see The Amateur. I purchased a large Lemonade, and jalapeno peppers, and a side of ketchup waited for those orders only to be told the lemonade machine was down; I was asked if I wanted something else, I informed a sweet tea. I waited for those orders and they never arrived. I hit the button for service but was ignored. I sent an email about this matter and was told I could get a refund, and free movie passes. I waited for the refund never got it and I was lied to about the movie passes
Business Response
Date: 04/21/2025
Hi *****
Thank you again for reaching out to share your concerns.

I am truly sorry for the inconvenience this whole thing has caused.
Our team at the theatre has confirmed that they connected with you on Monday 4/14, and that a refund was issued. They also let us know that complimentary movie passes were provided.

If you have not yet received the refund or passes as expected, I would be more than happy to personally follow up to make sure everything is squared away. Please feel free to contact me at ****************************** with Attn: ******* in the subject line.

Thank you again for your feedbackwe value your business and hope to welcome you back for a frustration-free experience in the future.
******* - Marcus Theatres Guest Services Team Lead
Customer Answer
Date: 04/22/2025
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.]
There hasn't been any communication regarding the resolution for the refund and movie passes. No one has contacted me with updates.
Regards,

***** ******
Business Response
Date: 04/23/2025
Hi *****
Thank you for the extra information!

I am working on this for you and you should see a direct email from me by the end of today (4/23/25).

Thank you!
******* - Marcus Theatres ************** Team Lead
Customer Answer
Date: 04/29/2025
[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
Date:04/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my deep concern and disappointment regarding a recent experience I had at your Marcus movie theater in ********* location. The way I was treated by the staff was not only disrespectful, but has also resulted in an unfair practice. I asked for a refund for my tickets since my sons friend was not allowed back in the theater The incident began when my sons 11-year-old friend, who was with us, was removed from the premises without any communication or explanation. As a responsible adult accompanying the children, I found this to be highly inappropriate and concerning. When I attempted to speak to the manager on duty to understand the situation and request that he be allowed back inside, I was met with hostility and what I believe to be racially biased behavior. Rather than resolving the situation or offering any form of explanation or refund, the staff escalated the issue by calling the police. As a result, I was issued a trespass notice for an entire year simply for advocating for the safety and fair treatment of a child in my care.This experience has not only been humiliating, but also deeply disappointing. As a business owner myself, I understand the importance of professionalism, communication, and treating customers with respect. What happened here was the exact opposite.I am requesting the following:1.A formal investigation into this incident and the behavior of the staff involved.2.A full refund for the tickets purchased.3.Immediate removal of the trespass notice issued against me. As the employee lied when she said she asked me to leave she never did ******** communication from someone at the corporate level to resolve this matter appropriately.I hope to hear back soon from someone who can assist in making this right. Thank you for your time and attention.
Business Response
Date: 04/21/2025
Hi *****
Thank you for reaching out and for sharing your concerns regarding your recent visit to our Rosemount location.

Im truly sorry to hear that your experience did not meet expectations, and I understand how upsetting the situation must have been for you and the children in your care.

While Im not able to discuss specific employment or legal matters, please know that I have shared your feedback and requests with the appropriate internal teams for review. We take guest concerns seriously, and your experience has been escalated to be sure it receives the proper attention.
In the meantime, Id be happy to issue a refund. To move forward, please send your confirmation number or a copy/photo of your receipt to ****************************** with Attn: ******* in the subject line.

Thank you again for taking the time to reach out.
-*******
--Marcus Theatres ************** Team Lead
Initial Complaint
Date:04/12/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today, I went to the theater with my family, and we bought three tickets along with some food. However, our food was delivered late because the kitchen was backed up, which I can understand. The issue was that no one communicated with us during this time to keep us informed.Furthermore, I ordered several items from the menu, including a large lemonade and a couple of condiments, for which I was charged. When my food was finally brought out, I was told that the lemonade machine was broken and was asked if I would like something else. I opted for sweet tea instead. After a while, I pressed the service button for assistance, but it was ignored, and I never received my tea or the condiments I had paid for.
Business Response
Date: 04/14/2025
Hi *****,
Thank you for reaching out to share your experience.

We understand how frustrating it must have been to experience delays and missing items during your visit, and we apologize for the inconvenience. Were glad to hear that our team was able to connect with you directly, issue a refund, and place movie passes on hold for your next visit.

If theres anything else we can do to assist, please dont hesitate to let us know. We hope your next experience with us is a much smoother one.

Thank you
******* - Marcus Theatres ************** Team Lead
Customer Answer
Date: 04/14/2025
[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
Date:02/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been unable to cancel my Membershipfor over a month as this option is not availableto me in the app. I have left a voicemail over a month ago and received no call back. I am continuing to be charged and this is a major problem. I have now been told by a chat team member I cannot be refunded for the most recent change but they are still refusing to cancel. I want my membership at the minimum to be completely cancelled immediately and I would also appreciate at least the most recent chargeto my account to be refunded. Myaccountnumber is **************. The most recent charge to my account is $9.99 plux tax which is $10.69 in total.
Business Response
Date: 02/27/2025
Dear ********,
Thank you for contacting us.

I apologize for the difficulty you experienced while trying to cancel your Marcus ********** membership. I understand how frustrating this must have been, and I appreciate your patience.

I can confirm that your subscription was successfully canceled on 2/22. Since I see that you have not used the membership, I have processed a refund for your last three payments. Kindly note that it may take approximately 10 to ************************************************* your bank account

If you have any further questions or need any additional assistance, please dont hesitate to reach out to us directly at ********************************************************.

We appreciate your time as a member and hope to see you at the movies again in the future.
Thank you

******* H
Team Lead - Marcus Theatres **************
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Came to the movies 12/23 7:30 showing. I got home And realized I had forgotten my purse in the theater. I attempted to call the theater 6 times while ******* back as its Christmas in the next 2 days and everything I have is in the purse including a car key. I get to the theater and they dont have it up front and REFUSE to let me go look in the seats we were in. I wasnt asking for them to turn the lights on I wanted to simply go check the seats we were sitting in. They then refused to allow me purchase a ticket to the show to go check. The only Option they gave me was to stand until the movie was over. By stand I mean just that. They did not offer me a seat nothing. The exit door can be a different door than the entrance. If someone wants my purse they can very well walk out with it. This is ridiculous!
Business Response
Date: 12/25/2024
Hi ****
Thank you for bringing this to our attention

Im sorry to hear that your experience did not go as expected. We understand how stressful it must have been to misplace your belongings and appreciate your patience while our team worked to address the situation.

Based on our records, it appears the matter was ultimately resolved, and were glad to hear that your purse was located. We apologize for any frustration caused during the process and for any inconvenience you may have experienced while waiting.

If you have any further concerns or feedback, please dont hesitate to reach out.

Thank you,
Maryann
Marcus Theatres ************** Team Lead
Customer Answer
Date: 12/26/2024
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 ended up calling the local police because the employees refused to allow me to go check for my own purse. Another employee told me (and the officer) she looked up and down the row we were sitting in and this was not true because after standing there (for over an hour)..not even an offer to have a seat in the lobby, I waited for 4.. just 4..people to come out of the theater and my purse was right when I knew it was in my seat. This was one of our favorite theaters and I hate that this experience makes me want to never come back.

Regards,

**** *******
Initial Complaint
Date:12/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased tickets marcus theaters faithfully and is rewards member and purchase tickets in the wrong location and went to the wrong Theater and I was unable to get any assistance for getting my money back that same day they told me I had to contact via email Im just receiving an email four days later in response of my refund I want to get my money back. I did not get to see the movie and Im upset about it.
Business Response
Date: 12/13/2024
Hi Dalashay
Thank you for contacting Marcus Theatres.

We value the time you took to provide us with your comments.
Per our policy, refunds will only be provided up to 30 minutes before the show time. Tickets are valid only for the film, theatre, show time and date specified. Before purchasing, we urge you to confirm the title, time, location and quantity of tickets for the movie you wish to see. This is shown on the summary page that displays before payment is completed.
As a gesture of good-will, Id like to send you 2 movie passes for your next visit. Please send your address to ask@marcustheatres and we will get those passes in the mail (please put Attn: ******* in the subject line).

Thank you
*******
Marcus Theatres ************** Team Lead
Initial Complaint
Date:12/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased tickets for Dec 03 2024 showing of Wicked 3D 3:30 pm. Confirmation attached. Marcus Theaters dba Movie Tavern in ****** GA canceled the showing 1 days prior in favor of a private event. They didnt not notify of the cancellation and now refusing to refund. Told me to talk to Fandango. Fandango refuses to refund as well because Movie Tavern never told them on the cancellation.
Business Response
Date: 12/04/2024
Dear Mr. *************** you for bringing your concerns to our attention.

We apologize for any frustration caused by the cancellation of your Wicked showing on December 3rd, at the Movie Tavern in ******, ********

Unfortunately, the cancellation was due to an unforeseen change in scheduling at the theater. We understand how disappointing this must have been and I am very sorry that your experience did not go as expected.
One of our managers reached out to inform you about the cancellation and offered to exchange your tickets for another showing, which we understand you accepted.

Regarding your request for a refund, we are not able to process one directly in this situation. When tickets are purchased through Fandango or Flickster we do not have visibility to the payment information because they are third-party vendors. Directing guests to contact them directly is typically our only option (although the ************************* can reach out to them on guests behalf in special situations).

We also understand from your communication that youve disputed the charge with your financial institution. In those cases, we are not able to issue a refund directly unless we receive notification that your dispute request was declined or withdrawn.

Please feel free to reach out to ****************************** if you have additional questions.

Thank you for your understanding, and we hope to have the opportunity to serve you again soon.

*******
Marcus Theatres ************** Team Lead
Customer Answer
Date: 12/04/2024
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
You were misinformed. Your management NEVER reached out to me for cancel notification or otherwise. In fact the box office employee named *** I spoke with does not even have my contact information. I only discovered you canceled our tickets in favor of a private event because I called to buy more tickets. *** advised me I could re-schedule the sudden cancellation if I wanted to pay an additional up charge because you have since raised the ticket price. Your partner Fandango has not responded to my email requests or replied to the charge dispute. Marcus Theaters has still not responded to my 2 email requests. Before your email there was not even an apology.
Regards,

****** *****
Initial Complaint
Date:11/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attended Wicked on 11/26/24 with my family at the *******************************. Roughly 15 minutes into the showing the fire alarm went off and we were forced to leave the theater and wait for the fire department to show up to clear the theater before reentering. We elected to leave due to the wait that would be required and unsure if they would be able to restart the movie. We were then told that we would be given "we're sorry" passes for a future show but we had to drive to the theater to pick these up and that was the only option for a refund. We live nearly 30 miles away and had already driven to the theater and home last night and now would be required to drive down and back another time to pick up the tickets and then again to watch a movie at a future date. We are seeking a refund of the 4 tickets and uneaten popcorn, not to mention the fact that our kids were extremely disappointed that we couldn't finish the movie. And being told that we have to drive to the theater to get passes in this digital world is ridiculous as a digital credit or a refund is entirely possible. If you can purchase tickets online, then a refund or digital credit online is entirely possible.
Business Response
Date: 12/06/2024
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.

We are working on a refund for you!
Kindly note that it may take approximately 10 to ************************************************* your bank account

Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.

*******
Marcus Theatres ************** Team Lead

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Marcus Theatres is NOT a BBB Accredited Business.