Complaints

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

close

Find a Location

Marcus Theatres has 29 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marcus Theatres

  100 E Wisconsin Ave Ste 1900 Corporate Headquaters Milwaukee, WI 53202-4132

• 

  Marcus Theatres

  770 N Springdale Rd Majestic Cinema Waukesha, WI 53186-1815

• 

  Marcus Theatres

  10101 Market St Cedar Creek Cinema Rothschild, WI 54474-7938

• 

  Marcus Theatres

  513 N Westhill Blvd Hollywood Cinema Appleton, WI 54914-5780

• 

  Marcus Theatres

  2032 Ward Ave La Crosse Cinema La Crosse, WI 54601-6745

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:11/25/2024

  Type:Order 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.

  11/22/2024 $9.99 + $4.12 On the Marcus Theatre website, there's a subscription service that advertises a credit for a standard 2D movie ticket for $9.99, then subsequently $9.99 for additional tickets. It is advertised as a flat rate and does not mention the inclusion of taxes or additional fees. When I went to book that standard ticket the total came to $10.29, no mention of taxes or where the additional fees came from in the summary. I ended up using my "credit" to get a SuperScreen ticket since I was going to have to come out of my pocket again, no matter my choice in film. My question is why is this "credit" listed as a perk when there's no difference between paying the membership fee and what the tickets would cost after. This is dishonest in a way that feels like Marcus is undermining the intelligence of their consumers. If there's additional fees after the initial payment say that. There's no real movie "credit" if you're always paying $9.99 for a movie ticket, so don't advertise it as such. I just want true transparency and honesty from a brand I actually enjoy.

  Business Response

  Date: 12/06/2024

  Hi *********
  Thank you for sharing your feedback about the Marcus ********** program.
  
  We have carefully reviewed our program documentation, including the details advertised on our website and outlined in our Terms & Conditions. When redeeming your monthly movie credit for a standard 2D movie ticket, no additional taxes or fees are applied to the redemption. The ticket is fully covered by the credit.
  
  However, when purchasing additional tickets beyond your personal movie credit, the price is $9.99 per ticket, plus applicable taxes. This is consistent with the program's pricing structure.
  
  We understand your concern about transparency and will share your feedback with our team to be sure we clearly communicate the program details. If you have any further questions or would like additional assistance, please dont hesitate to reach out via email to ****************************************************************.
  
  Thank you

  *******

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

• Initial Complaint

  Date:10/25/2024

  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.

  On November 21, 2024, my boyfriend and I saw "Speak No Evil". (4:15p) on auditorium #** at the **************, *************************. We ordered a large pizza, chicken strips, and fries. We also had a large popcorn and a large drink. During the movies, my boyfriend kept feeling something moving by our food. I heard something moving around but figured it was him eating the food. My boyfriend looked down and a mouse was in the food. He jumped up and yelled, "There's a mouse in our food!". I looked over and saw the rat before it ran away. There were other people in the movie that sat above us. They asked us if we were okay and we said, "No!" there's a mouse in our food. We immediately moved to another row and left our food. We couldn't enjoy the rest of the movie because of the distraction. Plus we were worried there would be more mice. I immediately went to the lobby. My boyfriend went to the front and requested refunds for our food and movie tickets. We were told that we couldn't get a refund for our tickets. However, they could give us another pizza. The manager said, "It's that time of year and they come in from the cold because of the open field". **** what does that have to do with us? I am shocked that this matter wasn't handled with a refund especially with the theater having pest issues. Eventually, a refund was given for our food but not the tickets. I feel that we should be refunded for our movie tickets. I will not be returning to this theater because of the rodent issues.

  Business Response

  Date: 10/28/2024

  Hi Verjonique,
  
  Were very sorry to hear about your experience during your recent visit to our ************** location. Guest comfort and cleanliness are of utmost importance to us, and were committed to addressing any concerns that impact the enjoyment of your visit.
  
  The theaters management team will be reaching out to you directly to complete the ticket refund and further address your concerns. Thank you for bringing this matter to our attention, and we apologize for the disruption to your experience.
  
  Sincerely,
  *******
  Guest Services Team Lead

• Initial Complaint

  Date:08/31/2024

  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 am angry and disappointed. Let me explain:A time ago I purchased twenty platinum tickets for the Marcus ************* in *****************. I thought I did the proper amount of research which I apparently did not based on the "small" print. I thought these were the best tickets available that would allow me show access with least amount of difficulty."Platinum" is just a flashy name for mediocrity in this case. And my experience with the theater was very disappointing.On 08/22/2024 (see the digital images), I went to the Marcus Point Theater to reserve a seat for Coraline 3D. I was informed that the platinum ticket is not valid for the show at all. So, I had to cough up another $17.30 to have this old/new"ish" cinematic experience. Unbelievably disappointing. I spoke to the manager and she clarified the ""small" print about special showings not being eligible for "Platinum" and "Diamond ticket holders. What's the point in purchasing these glorified tickets if they don't function as they should? The seating for the show was plentiful and the theater was literally empty. Well yeah, it's a reboot of a movie from 2009! This was frustrating! So frustrating that I called the corporate number ************** ob 08/22/2024 at 1:08PM and left a message of my experience and concerns (see the digital image). Of course I did not get a return phone call. Which is rather pathetic.Moving forward, I went to the 9:50PM show and there was food all over the seat C12 (and the surrounding seats). It was filthy. No one brushed it off or did anything at all for the next series of guests that were to view this animated feature. There was junk in the cup holder, etc. To top it off, some female viewers came twenty minutes late, brought a blanket, sa right behind me and blabbed. The blanket hit me in the back of the head on more than one occasion. I kept my cool but I was so frustrated! This is not okay! Not $17.30 okay. These folks need to clean up their act! Refund time! Not good D-

  Business Response

  Date: 09/04/2024

  Hi *****

  Thank you for taking the time to share your comments with us. Please accept my sincere apologies for the issues you encountered. I understand how frustrating this experience must have been, and I'm very sorry it did not meet your expectations.

  I am sorry that you did not receive a response after your initial call. The number you dialed is our corporate front desk, not the customer service line, and your message did not reach us. I apologize for this oversight and any inconvenience it caused.
  

  Regarding the Platinum tickets, I understand that you expected them to provide access to all shows without hassle. Unfortunately, special events like the Coraline 3D showing are presented by ****** Events, and our contract with them dictates the ticket pricing and discount eligibility. In the future, you can identify if a movie is considered a "Special Engagement" by looking for the icons below the movie title. Special events are marked with a blue triangle, and you can click on the icons for definitions.
  I also want to apologize for the condition of the theater during your visit. We strive to maintain a clean environment, and it's disappointing to hear that this was not the case. I will share your feedback with the local management team to look into this further and we will work on solutions to prevent it from happening again.
  I would like to offer you a refund for the cost of the ticket. To process this, please provide your confirmation number or a copy/picture of your receipt via email at ******************************* with "ATTN: *******" in the subject line. If the purchase was made with a credit card, the refund will be issued to the original card; if it was made with cash, an e-gift card will be issued for the same amount.
  Once again, I apologize for your experience and thank you for your valuable feedback. We hope to have the opportunity to provide a better experience in the future.

  Maryann  - Guest Services Team Lead, Marcus Theatres

  Customer Answer

  Date: 09/05/2024

  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.
  
  Forgive me for "rejecting" the earlier response.The only reason I am doing so is to provide a follow up message to Marcus Theatres.

  I appreciate the thoughtful and responsive message. The phone message I left might have been followed up with, anyway, to let me know the proper department to call, yes? Also, what is the appropriate customer service number for ********************** Corporate? Not the local theatre number.

  Also, a refund is actually not necessary because Perhaps a Special Event Ticket Credit would also be excellent? I think the the theatre experience is invaluable! Sadly, the wonder of the theatre has been almost completely lost to the digital age of advanced technology. It's actually quite sad. The Marcus Model is unique and enjoyable over all. It's unfortunate that good help is so hard to find. 

  I am Veteran and I have spent time in ******* which included being gratefully able to attend some of their humble theatres which were always kept immaculate.

  In Summary:

  A credit works for me, if it works for Marcus. Perhaps getting employees to do their jobs a bit better would be helpful? What is the actual corporate customer service number?

  Thank you.

  Regards,
  

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

  Business Response

  Date: 09/05/2024

  Hi *****
  Thank you for your follow-up message. I appreciate your kind words about Marcus Theatres and your recognition of the value in the theater-going experience, especially in todays digital age. We are glad to hear that you enjoy our theatres overall, and I sincerely apologize again that your most recent visit didnt meet those standards.
  
  To address your points: youre right that the corporate front desk should have provided a follow-up to direct you to the correct department, and I apologize that they didnt do so. The best number to reach Marcus Theatres customer service directly is ************, although I recommend email for the quickest response (you can request a callback in the email if you prefer to speak with someone).
  
  Regarding your request for a "Special Event Ticket Credit," unfortunately, we dont have that specific option available. However, I can offer to issue a credit to your Magical Movie Rewards account instead of a refund, if that would be helpful to you. This credit could be used toward future visits, including special events, giving you some flexibility for upcoming films. Please note that the credit would need to be used within six months to avoid expiration.
  
  Please let me know if you would prefer that option. Once you provide your Magical Movie Rewards card number, I can process it right away. If you decide to go with a refund, that option remains open as well. As I mentioned in my previous message, to process either option, please provide your confirmation number or a copy/picture of your receipt via email at ******************************, with "ATTN: *******" in the subject line to make sure it reaches the right place.
  
  Thank you again for sharing your feedback and THANK YOU for your service as a Veteran. We truly value your input and hope we can continue to provide you with a better experience in the future.
  
  Maryann  - Guest Services Team Lead, Marcus Theatres

  Customer Answer

  Date: 09/05/2024

  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, again, am going to reject this businesses response. I will send an email to the above mentioned address to get the refund. BUT this response from Marcus Theatres is literally a copy and paste of the last message they sent. My question(s) we're not addressed, nor responded to appropriately. What is the actual customer service number for customer service corporate? What will be done, in the future, that will better assure a positive audience experience in the theatre? Many businesses seem to care about income generated far more than positive customer relations. Sad but no surprise.

  Regards,

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

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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 July 30th, we purchased tickets, drinks, and snacks for the 10:00 AM Deadpool and Wolverine movie. With our loyalty membership, we paid $40.75 for five seats and $21.14 for two large drinks and a large popcorn. Recently, we moved here from out of state and have no nearby family to help with our children. My wife and I, both with demanding schedules, planned months in advance to take the same Tuesday off for special pricing and a morning showing that matched our children's nap time. My wife, working in the medical field, schedules three months ahead and cannot easily adjust. Last week, my father came in from ******* and took our kids to a Minions showing during the same time, and the younger ones slept through it without disturbing anyone. Despite this, we were denied entry to the Deadpool showing, citing a policy against children under seven for rated R movies. The "Attention Parents" sign merely advises parents to think before bringing kids to rated R movies. We found no explicit rule against newborns or toddlers on the theaters website. I even bought a seat for our toddler, who always falls asleep on my lap during movies. We explained this to the manager but were still denied entry. Although refunded, we meticulously planned this outing and were turned away due to an unclear policy.

  Business Response

  Date: 08/01/2024

  Hello
  Thank you for contacting us and sharing your concerns. 
  
  We understand that our policy regarding children and R-rated movies may be disappointing for some families.
  For the safety and well-being of our youngest guests, and to ensure a comfortable experience for all our patrons, we do not permit children under the age of 6 into R-rated movies. This policy is in place to protect children from potentially inappropriate content and to provide a mature, child-free environment for other viewers.
  
  Our guidelines are based on the content advisories provided by the film rating board, which indicate that R-rated films may include adult themes, language, violence, or other material unsuitable for young children. We believe that adhering to this policy best respects the needs and expectations of all our guests.
  
  We value your patronage and hope that you understand the reasoning behind this policy. Id like to send you 2 movie passes for your next visit. Please send your address to ****************************** (attn: *******) and we will get those passes in the mail.

   

  We are committed to providing a safe and enjoyable experience for all moviegoers. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you for your understanding and support.

  Customer Answer

  Date: 08/05/2024

  [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

  Date:06/11/2024

  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 June 10th, I purchased $100 worth of tickets for my family to see return of the king at ***********************. We have been coming here for the better part of a decade. My husband, my son, and my sister were in seats, G1, G2, G3, and G4. My son is 12 years old and autistic. If anyone knew him, they would know what a phenomenal young man he is. To start, our food was late. My husband and I were whispering amongst ourselves to decide if we would go ask staff about the status of our order. I paid $100 for the food that hadnt come. We decided to give them ***** and wait. Our food finally arrived well past the scheduled time. Poor quality too. Secondly, a staff member randomly walked up to us during the showing and asked us if we had gotten our chicken. That seemed really strange to me at the time. Thirdly, a manager named ****** came up to my family who was sitting there holding hands and told us that we had gotten multiple complaints about the noise. I was completely taken aback and angered by how this was handled all around. My son was not being disruptive, He was whispering and asking me questions which is in line with someone on the spectrum. The same ***** we gave to others was not extended to us. My husband expressed this to management. He said he felt like we were targeted, singled out as a family of a child with a disability. He said it wasnt fair. My child was behaving. He was only being a child. It was not communicated to us what multiple complaints were, however, my other family located in the lower sections of the theater said they could not hear any noise from our section. What was observed were the women to the right who took our seats after we left. I felt justifiably angry after the conversation with ****** and asked for a refund and left early. What is really terrible is my son calling himself a stupid little idiot after this. That is not the experience he should have had. I will not spend another dime here and I would like a refund for the food.

  Business Response

  Date: 06/12/2024

  Dear ******,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for the disappointment and frustration you and your family experienced during your recent visit to our *********************** location. We understand how important a positive and enjoyable experience is, especially when it involves a special outing with loved ones.
  
  We are deeply sorry for the way the situation was handled. Our goal is to ensure that every guest feels welcome and valued, and we regret that we fell short of that standard during your visit. We understand how this incident has affected your son and your family, and we want to make it right.
  
  After reviewing the incident with our team, we have decided to issue a full refund for your tickets and food order.
    - Booking ID ******* for $13.66.  ($8.66 APPLE PAY / $5 Rewards Card ending in *3233)
    - Booking ID ******* for $27.32.  ($27.32 Card ending in *8490)
    - Booking ID WTJSKZD for $40.98.  ($35.98 APPLE PAY / $5 Rewards Card ending in *3233)
    - Food Order ****** for $96.74.  ($96.74 Card ending in *8490)
  For a total of $178.70 (Please note that because I am processing these manually it may take 10 to ************************************************* your bank account.)
  
  Additionally, we would like to offer you and your family complimentary passes for a future visit, hoping you will give us another chance to provide the enjoyable experience you deserve. Please send me your physical address by emailing ****************************** (please add Attn: ******* in the subject line) and we will get those 6 passes in the mail.
  
  Your feedback is invaluable to us, and we are taking steps to address the issues you raised to prevent similar situations in the future. We appreciate your loyalty over the years and sincerely hope to have the opportunity to welcome you back and restore your faith in our service.
  
  Thank you for bringing this to our attention.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  Sincerely,
  *********************************
  Marcus Theatres
  Guest Services team lead

  Customer Answer

  Date: 06/12/2024

  [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:
  

  Our family was deeply hurt by the experience of June 10th. The stigma persons on the spectrum face daily was on full display this night. We weren't even aware others were bothered by us. No one communicated it to us until a manager came to our section and just said, "be quiet". He said, "he had multiple complaints so he had to do something". It made us feel unwelcome and made my son feel like he is faulty. No one in the theater even tried speaking with us. We wish no harm on anyone involved in this situation, however, perhaps disability training would be beneficial for management so next time they encounter a situation like this, they are better equipped and will understand. ASD is a spectrum disorder for a reason. When you've met one child with ASD, you've met one. While my child is verbal, funny, and highly intelligent, he also cannot sit still, has sensory processing deficits, and social skills deficits. Regardless of his deficits, he  deserves dignity, inclusion, and respect. He also deserves a quality of life that includes simple things like being able to attend a movie without being singled out.

  
  That being said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Sincerely,

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

  
  

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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.

  As a longtime resident of *********** and a frequent patron of Marcus Theater, I am compelled to file this complaint due to ongoing declines in the quality of service and safety at this location. These issues have significantly affected the community's perception of the theater as a family-friendly venue.On May 8th, an alarming incident occurred involving my 11-year-old daughter and her friends. They were physically and verbally assaulted by an adult patron at the theater. The response to this incident from Marcus Theater's staff and security was not only delayed but also ineffective, which is unacceptable given the severity of the situation.This incident highlights broader systemic issues at Marcus Theater, including:Inadequate Security: There is a notable lack of proper security measures to protect patrons, particularly young children.Poor ***************** The theater staff's response to serious incidents has been consistently unsatisfactory.Lack of Cleanliness: The declining cleanliness of the theater contributes to an unwelcoming and unsafe environment.These ongoing issues are detrimental to Marcus Theaters reputation and are a disservice to the *********** community.

  Business Response

  Date: 05/22/2024

  Dear *****,
  
  Thank you for taking the time to share your feedback and for being a valued guest of Marcus Theatres.
  
  We sincerely apologize for the distressing experience your daughter and her friends had on May 8th. The safety and satisfaction of our guests are top priorities, and we are definitely concerned to hear about the incident you described.
  
  Upon investigating, we found that the incident started inside the auditorium and continued in the parking lot. Unfortunately, our staff was not made aware of the situation until well after it had escalated. Our manager spoke with the other party involved immediately after observing the confrontation in the parking lot. Neither party reached out to our staff or security during the incident, which hindered our ability to respond promptly.
  
  To address your concerns:
  -Security Measures: We are reviewing our security protocols to be sure that they are sufficient and effective in protecting our guests.
  -Customer Service: We will go through our training programs to refresh our staffs knowledge and to help improve responsiveness to serious incidents when we are made aware of them.
  -Cleanliness: We are committed to maintaining high standards of cleanliness and will ensure our facilities reflect this.
  We appreciate your suggestions and are taking steps to improve in these areas for a safe and enjoyable environment.
  
  Thank you again for bringing these concerns to our attention. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out directly to our guest services department at ******************************.
  
  Sincerely,
  ****************
  Guest Services Team Lead
  Marcus Theatres

• Initial Complaint

  Date:03/04/2024

  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.

  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

  Date: 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

  Date:02/23/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/31/2023

  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.

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

  Business Response

  Date: 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