Business Profile

Theatre

Marcus Theatres

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

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.

If you've experienced an issue

Submit a Complaint

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:12/28/2023
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.
I logged into my Marcus Rewards account and believe that someone has hacked my account. I have $89.45 missing from Gift Cards that I have saved in my account, am missing $41.43 in reward points, and I can see transactions made on November 22, 2023 at a Marcus theater located in *****************, **. I live in **********, ** and was not in ** on this date, nor did I give anyone access or permission to use my account.I have tried to call **************** multiple times along with emailing them for this issue as well but have not received any correspondence.
Business Response
Date: 12/28/2023
Hi *****
Thank you for providing feedback on your experience with us.

We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
Your feedback has been shared with the management team to look into this further and we will look for solutions to prevent a reoccurrence.

I see that Your gift card has already been replaced and sent out with some free passes for your next visit.
I have created a new Magical Movie Rewards account and I have already moved the points and rewards to the new card along with any rewards dollars spent at the St. ******* location.
I have also created a new mobile app profile for you. Please log out of the app and I will send you your log-in credentials from the ***** Services email.

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

****************
***** Services Team Lead
Customer Answer
Date: 01/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***************************
Initial Complaint
Date:11/03/2023
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 was given a gift card that says it has no expiration. I attempted to use the gift card online and it didn't work. The movie website chat representative said to bring it onsite and use it in person. I attempted to use it again in person and the Movie Tavern associate said it was old and to email ***************************************************** to have them issue me a new card. It's been over a week and I haven't received a response. I want a new gift card issued that works, that matches the balance on my gift card. I believe the card has $100 on it, but I'm not sure. Their system should be able to determine that.
Business Response
Date: 11/09/2023
Hi *****
Thank you for reaching out.

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

Thank you
Customer Answer
Date: 11/09/2023
Better Business Bureau:
I wasn't given the option to respond only accept or reject. To my knowledge I have never used the gift card, but have only been to ********* location, most recently to see Killers of the Moonflower, where I paid with a credit card because the gift card wouldn't work. Please tell Marcus Corp to mail a replacement gift card for the Movie Tavern in ***** in the amount of the $74 balance to:
**********************;
****************
************, ** 19382
Once I receive the replacement gift card with the matching balance, I will withdraw my complaint.
Thank you
Business Response
Date: 11/10/2023
Hi *****
Thank you for the requested information.

I have issued a replacement card and the order will be filled and shipped today. It will be sent regular **** first class mail so it may take 5 to 7 days to arrive.
Thank you
Initial Complaint
Date:10/30/2023
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 joined Movie Flex+ on May 2, 2023. Since this time I've received many Movie Flex+ emails that I assume are sent to all members. Many of these emails state "earn a $15 promo eGIFT CARD every three months you stay a member". I have now been a member for six months and I have not received these yet. I contacted Marcus Theatres on October 4th to ask about this. I heard back on October 10th and the email said "thank you for being a ********* member! We would like to apologize for the delays you have experienced regarding your 3 month promotional gift. We are working to ensure that your gift has the correct expiration date, so that you get the best possible value out of it. We wanted to let you know we are working on getting this gift out to you as soon as possible". I asked if there was any update on October 17th and did not hear back. I asked again on October 24th and have not heard back. I emailed most recently on October 29th and have not heard back.
Business Response
Date: 11/02/2023
Hi *****
Thank you for reaching out!

I apologize for the delay with your 3 month member promotional card.
We were experiencing some technical issues with this but you should receive the card by Saturday November 4th, 2023.
I also see that you have already been credited an additional $15 to your rewards account.

If you do not see that card on 11/4/23, please send us an email and we can get this corrected. (******************************)

Thank you
*******
Guest Services/Magical Movie Rewards
Customer Answer
Date: 11/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***********************************
Initial Complaint
Date:07/27/2023
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 July 15th I visited this theater. My issue is with the Bar and the fact they knowingly ripped me off. I also contacted Marcus the day after and have never received a response. I went to the 4:20 showing of elemental. During my visit I ordered a Mule from the bar. Now mind you the cost is $15 so the expectation is that it is made right. The bartender was rude the whole time and unapproachable. She did not put Ginger bear into the drink she did a mix from the soda gun. Ginger bear is not in there soda gun. The lady didn't care and the drink was undrinkable. There are cameras you can see me literally throw it out. Disgusting. I have been given no refund no apology just ripped off for visiting this place. The behavior at this theater is deplorable.
Business Response
Date: 07/31/2023
Hi *****
Thank you for reaching out.

We value the time you took to provide us with your comments. Please respond to the direct email sent to you. I am hoping you can provide the information needed to get this resolved.

Again,we appreciate your feedback and we look forward to the opportunity to serve you again soon.
Thank you
Customer Answer
Date: 07/31/2023
Better Business Bureau:

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

There resolution was simply to email me and insult my integrity. Absolutely horrible organization. All this literally over someone that ripped me off for $15. Marcus from the top down must have horrendous management issues. I have asked them multiple times to just refund the $15 that they at the end of the day stole from me. This is insane for $15.

Regards,

***************************
Business Response
Date: 08/01/2023
Hi *****

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

Thank you
Customer Answer
Date: 08/07/2023
Better Business Bureau:

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

The amount of work to get $15 back from this place was absurd. They accuse you of lying and just overall disgust with them. I will never be back Marcus is honestly just horrible. Thanks for the $15 back and the hours of frustration.

Regards,

***************************
Business Response
Date: 08/09/2023
Hi *****

Again, I am sorry if you felt that your integrity was insulted. The payment information that I requested was necessary to process your refund and was in no way meant to be accusatory.
The refund process has been initiated (now that I do have that information) and you will see that refund reflected in your bank account soon.

Thank you
Customer Answer
Date: 08/11/2023
Better Business Bureau:

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

Garbage organizations filled with lies.

Regards,

***************************
Initial Complaint
Date:07/18/2023
Type:Billing 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 6/20/23 we went to the movie tavern in ***********, ** with the family. We ordered food which was then delivered to our seats. While the staff was giving us our food/drinks, they spilled butter loaded popcorn which got everywhere. It wasnt until the end of the movie, and after the lights turned on, that we found the butter soaked popcorn was all in her purse. Everything in her purse was soaked in butter, including the liner of the purse. We brought it up to the staff and management, which said they would submit to their insurance company. The staff took pictures of everything and we received a phone call the next day about the claim. I told the insurance adjuster what happened and that the staff has pictures. He then asked if I knew the value, which I did so I gave it to him. The purse was $558 and I have the original tag to prove. After that phone call all communication has stopped. Ive called and emailed several times with no response.
Business Response
Date: 07/19/2023
Hi ******
Thank you for providing feedback on your experience with us.
We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
I checked in with our legal team. They informed me that our claim resolution manager has been in touch with you regarding a resolution.

If for any reason you have not been contacted or need any further assistance, please do not hesitate to let us know!

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

-****************** (The Marcus Theatres ************* Team)
Customer Answer
Date: 07/28/2023
Better Business Bureau:

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

I received an email response from the insurance company that they would reimburse a certain amount, which I immediately accepted, however I havent received any further communication. I was told there was some sort of letter that needs to be signed but the insurance company is really dragging their feet to send it to me and resolve this, which further supports the need to keep this complaint open.
Ive sent several emails to follow up but there is no sense of urgency to resolve the issue on the insurance companies side.
The longer this takes the more I never want to go to this theater. Its a shame that the insurance company is causing me to hate the company that they represent
Regards,

*************************
Business Response
Date: 08/04/2023
Hi ******

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

Thank you

Customer Answer
Date: 08/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have received the check for the agreed upon amount and would like to close this complaint as "resolved". I have been a loyal customer since they opened so hopefully I will find a time to visit again to clear the bad experience from memory.
Regards,

*************************
Initial Complaint
Date:07/12/2023
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 Tuesday I had tickets to see ****************** at 11:00 am at Ronnie&#**;s H**33303035383132**H in *********, **. The movie projector was broken so at 11:30 am we were told we could get a refund. I went to the box office and requested my $18.32 refund. They called the manager and I asked for a check or cash for my refund. This is not how you get a refund at Ronnie&#**;s.If they have your money, you cannot get it back.I asked if they could go at least to the concession stand and give me my $18.32 since they did not want to write a check for what they owed me. There was no concern for what problems they were causing me. I could have lived in ***** or ***** and was never going to be in ******** again. The two readmission tickets was the only way *******#**;s was going to work with me. I believe a business needs to be able for people to pay for things with cash. I would be upset if I went to the H34333031353431**34H Theaters and gave them a $20 dollar bill and was told my money was no good and I could not see a show.I believe their policy is if we have your money, we are not going to give it back to you. A business needs to work with a customer and have concern for what my needs are.
Business Response
Date: 07/18/2023
Thank you for contacting Marcus Theatres.

We value the time you took to provide us with your comments. Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
I understand that your order was placed through Fandango. We are not able to complete the refund for you because we did not collect the funds, but we can reach out to Fandango on your behalf to request that they issue this refund for you.
To do this, can you please email us your Fandango confirmation number and the email address you used on the order. Please send this to ****************************** (please add Attn: ******* to the subject line)

Thank you

Customer Answer
Date: 08/02/2023
Better Business Bureau:

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

see attached
I reject the business response. I know they use it to pay their utilities

Regards,

***************************
Business Response
Date: 08/04/2023
Hi ************************

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

Thank you

Customer Answer
Date: 08/12/2023
Better Business Bureau:

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

[Please type your response here .I sent all my paperwork to you already , probably you pitch it all. The code for the second time, is WT57DBM. Now will I get a check or cash for the debt you own me. HOPEFULLY YOU DO PAY YOUR DEBTS??????

Regards,

***************************
Business Response
Date: 08/14/2023
Hello!

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

Thank you and we hope to see you at the movies again soon.
Initial Complaint
Date:06/30/2023
Type:Billing 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.
My girlfriend and I purchased tickets online for a movie at 7:45 pm on 6/30/23. We bought tickets for the Cedar Rapids location where there is currently a youth ****** policy. We showed up the the theater to watch the movie and before being allowed to enter we were asked for ID. My girlfriend and I just graduated college and are both 22. I showed my ID, but my girlfriend did not bring her wallet as I was paying for snacks. Since she did not bring ID we were not allowed in to enjoy the movie. Workers and security stated that the policy was online. We looked and the policy we found stayed that, for all movie starting after 6pm or later, guest under ************************************************** legal guardian 25 years of age or older. Neither of us are under the age of 18, nor do we look close to being under 18. Were upset because we wasted time, money, and gas to get to and from the theater for an avoidable issue. The policy does not state that ID must be shown to get into the theater, and if you are going to be requiring ID to get in then it needs to be stated. We were given a refund for the tickets but since my girlfriend bought the tickets and did not bring her wallet we were unable to get the money back on her card. We were instead given a gift card with the amount of the two tickets which we are not planning to use at your theaters. Meaning we lost time, gas, roughly $30 due to your policy not being clearly written.
Business Response
Date: 07/01/2023
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.

The official youth ****** policy is currently For all movies starting at 6PM or later, guests under ************************************************** legal guardian 25 years of age or older. Proof of age will be required upon entry. To ensure this information gets posted everywhere it should be, your feedback has been shared with the website team to look into this further and make necessary corrections to prevent a reoccurrence.

At Marcus, were committed to making our guests movie-going experience easy and enjoyable. Id be happy to refund the ticket purchase for you. Please email the confirmation number for that order to ****************************** (Subject line =ATTN: *******) and I can get that process going.

Again, we appreciate your feedback and we look forward to the opportunity to serve you again.
Customer Answer
Date: 07/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
According to your website, seen in the picture attached. There is no sentence stating that ID will be required which is where our issue occurred. We were also given a gift card for our refund but we would like to receive a refund on the card we purchased the tickets with.

Regards,

*************************
Business Response
Date: 07/05/2023
Hello

Maybe I am not understanding what is being requested of us.

As stated in the previous response: To ensure this information gets posted everywhere that it should be, your feedback has been shared with the website team to look into this further and make necessary corrections to prevent a reoccurrence.
(We are working on getting this corrected.)

Also, as stated in the previous response: Id be happy to refund the ticket purchase for you. Please email the confirmation number for that order to ****************************** (Subject line = ATTN: *******)and I can get that process going.
(I cannot find any ticket or payment details with the information you provided. That information is needed to process a refund back to the original form of payment.)

Please clarify, so that we may work on a resolution.

Thank you
Initial Complaint
Date:06/26/2023
Type:Billing 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 got double charged on 2 items. Hoping for billing adjustment. Also I believe I left a phone charger behind. Looking to see if they found it.
Business Response
Date: 06/28/2023
Hello
We apologize for any inconvenience caused.

Was Cash App used to complete your purchase?
If so, it's important to clarify that the issue may not be originating from Marcus Theatres. You can reach Cash App Support directly by calling ************** (Monday through Friday, 9 am to 7 pm EST.) to further discuss this know issue with them.
If it was not a Cash App purchase and you are showing this transaction as completed (and no longer pending), please email us to share an image of your bank account showing the charge and we can look into this further for you. We can be emailed directly at ******************************

Also, please send an email to let us know what location you visited that I can Check with the staff to se if you lost item is there.

Thank you
Customer Answer
Date: 06/28/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*************************
Initial Complaint
Date:06/08/2023
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.
The new policy is not currently being advertised.The service was poor.The floor was soaked and dangerous.The assistant manager, ****************, is extremely rude and disrespectful to disabled persons.The manager or supervisor **************************************** of **************** has failed to acknowledge my emails or contact me about my issues.
Business Response
Date: 06/13/2023
Thank you for reaching out. We appreciate your feedback.

Although members have enjoyed our complimentary Tuesday popcorn, rising costs and inflation has unfortunately touched every industry. As of March 2023, we had to make a change to our Value Tuesday ticket prices and concession offers including the free popcorn. We appreciate your interest in our promotions and want to ensure that you have accurate information. We'd like to clarify that the incorrect information you came across was not from our official website or any of our authorized platforms.
At Marcus Theatres, we take pride in providing our guests with the most up-to-date information about our promotions, events, and offerings. To ensure you receive accurate details, we recommend visiting our official website or reaching out to our customer service representatives directly ****************************.

With Value Tuesday, there is a focus on the overall movie-going experience and now offer some new exclusive member deals like $2 hot dogs, a super combo special for **** and 20% off of all other concessions, food and drink purchases.

If you have any specific questions about our current promotions or would like more information, please don't hesitate to let us know. Our team is here to assist you and provide accurate details to make your experience with Marcus Theatres enjoyable.

Thank you for your understanding, and we look forward to serving you at one of our theaters soon.
Initial Complaint
Date:03/30/2023
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.
Let me start off by saying I work almost 70 hours a week. I had some free time on 3/25 and bought movie tickets to take my elderly father to a movie at the Hill **** location in ************, ****. I do not live there, however my dad does, and I was visiting. When we get there the power had went out (which is out of everyone control, I'm not complaining), so the person working the front door was turning everyone away. I don't want to give this person too much leeway but I used to work in retail and I understand people are just rude and after turning away a few hundred people she probably got cursed out a few times (I'm only assuming). Anyway, she rudely tells us the power is out and they are closed. I ask about a refund and she says there will be none and that I can come back at a later date for movie passes. I inform her that I don't live anywhere near there, am only visiting my father to take him to a movie and won't be able to come back to this location anytime soon. She just shrugs her shoulders and closes the door. I'm upset at this point but decided I'd call and speak to a manager once the power was back up so I can somehow get a refund. I called multiple times throughout the week and the phone just rang. Today 3/30, I thought about it and there is actually a Marcus theatre near where I actually live. I briefly stepped in and immediately asked to speak to a manager. The manager, *******, at ****************************************************************** location is immediately condescending. I explain the situation and he gives me an ultimatum to get new movie tickets for today and today only. I informed him I might be able to come back tomorrow if I could get my tickets for then, but he would not budge. I then explained my entire story again and how I just want this made right. He then "realizes" that I paid for tickets at a different location and now will not give me any. I can only infer why I was dismissed and not given good customer service. I just want this made right.
Business Response
Date: 03/31/2023
Hi *******
Thank you for providing feedback on your experience with us.

We value the time you took to provide us with your comments.Please accept our apologies regarding the issues you encountered. I understand that your experience with this situation was frustrating and I am very sorry that your experience did not go as expected.
Your feedback has been shared with the local management team of both locations to look into this further and we will look for solutions to prevent a reoccurrence.

At Marcus, were committed to making our guests movie-going experience easy and enjoyable. I would be happy to work on a refund for you!Please send an email to ****************************** (Attn: ******* in the subject line) with confirmation number or a copy/picture of your receipt/confirmation. Id also like to send you 2 movie passes for your next visit. Please send me your physical mailing address in that same email and we will get those passes in the mail.

Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.
Thank you!
-**************** ****** Services Coordinator)

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Marcus Theatres is NOT a BBB Accredited Business.