Complaints

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

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• 

  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:02/28/2023

  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.

  My name is ***************************** and I came to Marcus Theatres in ***************, ** with my family on 2/28/23 to watch Ant-Man. My experience was horrible. It was unsupervised adolescents talking, playing music, cursing, running in and out of the theater. My family and I could barely hear or enjoy the movie. To make matters worse, the adolescents trashed the theater and unplugged our recliner seats. I am disgusted with my experience and there is no way children/teenagers should be allowed in the theater without the supervision of a parent. I am a working professional who took time out to spend time with family and my experience was nothing but enjoyable. I hope this issue could be rectified. A concerned consumer, *****************************

  Business Response

  Date: 03/18/2023

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

  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.
  

  Your feedback has been shared with the local management team and our district director to look into this further and we will look for solutions to prevent a reoccurrence.
  
  Meanwhile, Id like to send you some movie passes for your next visit. At Marcus, were committed to making our guests movie-going experience easy and enjoyable. Please send your address to ****************************** (Attn: ******* in the subject line) and I will get those passes in the mail.

   

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

  -*******

• Initial Complaint

  Date:12/26/2022

  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 ordered tickets for a showing at 6. We called an hour before and they stated the movie was sold out even though we bought tickets. We received an email 30 minutes before our showing stating our tickets had been canceled. I called and asked why and they stated We have no water! Also spoke with the Manager **************** At the the ****** ******* location, he was very rude and would offer no accommodations or help. This is beyond up professional!

  Business Response

  Date: 12/28/2022

  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 management team at our ****** Cinema were forced to close their doors due to a water main break in the area. Without water to the building, food and beverage service becomes a problem along with no working bathrooms for guests. The city restored water service overnight and we re-opened our doors the next day.
  
  I see that the refund for the tickets are already being processed and the service fee refund is being worked on separately. Because service fees are typically non-refundable, the process to refund them is more of a manual process which takes a little longer to complete.
  
  Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.

• Initial Complaint

  Date:12/19/2022

  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.

  On 12/16/2022 I went to Marcus location for a movie on ************* in ********. While attending I placed a food order online. Accidentally, the food order I placed went to the Movie Tavern Brookfield Square location. Upon realizing this I was told by the manager I could simply call Movie Tavern the next day and they could issue me a refund. When I called for my refund the next day I was told by "****** the assistant manager" that there was nothing he could do since the transactions from the previous day were posted and I'd have to call corporate or manager **** would call me in an hour. I called corporate four times only to end up at the same dead end every time of leaving a message and someone would call me back. **** never called. The complete run around I have been getting over an honest mistake and $44.32 is appalling. I posted a ****** review and it was immediately taken down. These people have been completely unprofessional and possess an utter lack of resolve when dealing with this issue. I never thought this would be such a debacle over getting a refund issued. I want this resolved and I wish for them to instead of ignore me and cast me aside to have to spend the extra two minutes and do their job an issue me a refund. I'm sure this happens often for them but nonetheless it doesn't mean they can just cast people aside because they don't want to deal with it.

  Business Response

  Date: 12/20/2022

  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. The general manager did mention to me the ****** is very new to the role and may not have known the system procedure to fulfil this type of request and management will make sure that he receives further training.
  
  We are working on a refund for you, but because the visit date has elapsed, this becomes more of a manual process so funds will take 10 to 14 business days to show in your account.
  
  At Marcus, were committed to making our guests movie-going experience easy and enjoyable. Id like to send you 2 movie passes for your next visit. Please send an email to ****************************** (please add Attn:******* to the subject line) to verify your physical address 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.

  -*******

          ***** Services Coordinator

• Initial Complaint

  Date:11/30/2022

  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.

  My husband recently ordered three adult tickets (one was a senior) for the Saturday night, after Thanksgiving, showing of a movie. My husband developed a migraine. (He gets debilitating migraines.) The tickets were ordered off Marcus.com. My husband offered to return tickets that afternoon, as he found the movie free on ************** I said no, I would rather go out and exchange the tickets the following day. By the way, Fandango lets you do this. Next time I will rethink my options. If a multi-million dollar business cant afford to accommodate a medical emergency, maybe they dont need my business at all. You see, we went the next day to trade them in at South Shore Cinema located in *********, for tickets that day. The manager was apologetic and asked us to call customer service. He could not do anything for us, his hands were tied from higher up the corporate ladder. We called customer service. They said go to the theater for extenuating circumstances. So we went to the theater and asked if they had silver passes for us to use. We were told they couldnt hand them out. Again, call customer service. You see where this is going. Pass the problemAt this point, we were effectively out almost $50.00 in tickets. As we were getting nowhere, we went home, ordered Chinese food and watched the movie for free on ******** Plus. I am very disappointed in Marcus Cinemas. You lost our business, I know we dont count for much, but when we go with our family of 3-5 people, we often drop two hundred dollars on food, drinks and tickets. You have now lost our business. I am very, very disappointed in a locally owned multi-million dollar business. (I know this because we live in the city where the owner went to high school)Funny how they added an ad to my post.

  Business Response

  Date: 12/01/2022

  Hi ********

  Thank you for providing feedback on your experience with us.
  
  I was not able to locate any previous correspondences from you to the guest services department. We truly 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.
  
  Typically, refunds will only be provided up to 15 minutes before the show time, but we also understand that some guests may have unforeseen obstacles keeping them from using the purchased tickets.
  I cant seem to locate your ticket purchase. Please email your ticket confirmation number to ****************************** (Attn: *******) and we will work on that requested refund for you right away.
  
  Again, we appreciate your feedback and we look forward to the opportunity to serve you again soon.

  -*******

• Initial Complaint

  Date:10/27/2022

  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.

  On Thursday 10/20/2022, via the Marcus web site, I ordered two tickets for the 7:30pm, 10/25 showing of Black ***** My Wife and I don't get a chance to get out much so this was for a date night. We arrive at the theatre and walk right in because of course they have no one checking tickets (which seems common at this theatre). I head to the restroom and my Wife goes in to sit down. When I head to the theatre she is standing outside. She tells me there are people sitting in our seats. I go in and sure enough there are people in out seats. They were very nice and we compared email receipts. We both had been reserved for the same seats, theatre, move, time, etc. My wife and I went to talk to the manager who basically took no responsibility. She offered us passes so we could see another movie but they could not be used to order tickets online. You had to come into the theater (not convenient). I had to actually ask for a refund because she said the move was booked except for the front rows and some single seats. Mind you at one minute to show time the theater was about 1/2 full. Long story long, date night was ruined. I tried calling Marcus customer service but they make it almost impossible to reach anyone. I have left two messages but have received no return calls. I basically feel like in todays climate they should do everything they can for the customer but apparently they do not care. Probably why most people just watch movies at home.

  Business Response

  Date: 10/28/2022

  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.
  
  My apologies as I was not able to locate any past voicemails or emails connected to your information. Your feedback has been shared with the local management team and they will reach out to you soon.
  
  Again, we appreciate your feedback, and we look forward to the opportunity to serve you again soon.

  Customer Answer

  Date: 10/28/2022

  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 called ************ and left voice mail messages after selecting option 4.  I did this on 2 different days.  I have yet to receive a response.  The local theater manager told me there was nothing she could do so what will having her call me do?
  
  Regards,
  
  *******************************

  Business Response

  Date: 11/01/2022

  Hi ****
  Thank you so much for speaking with me today!
  As discussed, I have added $20.00 to rewards card ************** for your next visit and I will get those snack vouchers in the ************ so your date night is on us.
  Thank you
  -*******

  Customer Answer

  Date: 11/01/2022

  [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:10/26/2022

  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.

  So this evening my brother and myself went to see the 10PM showing of ******************* at the Cedar Rapids location. We were running behind due to a tie up at my job. We pulled up at 10:17 PM to the manager locking the lobby door. I immediately called the theater to explain that we would like to purchase tickets to BA, he responded with well did you already purchase them. I explained that we were running behind and that I could right then and there. Then 5 mins of silence happened and then he explained that there is a policy in place that they cannot sell tickets 15 mins after show times, which I know for a fact is not the truth because I have showed up over ************************************************************ is that there is nothing posted online or anywhere on the theater about what time the lobby closes, or how late they will sell tickets after Showtime. This didnt just happen to me there was an additional person that showed up at the same and was outside the door with us. So the business lost 3 tickets sales, concessions from 3 people, and have 3 very frustrated customers. I also drove to the theater to see this movie, had to drive home, and will have to return to the theater and waste that gas again. This also is not the first time I have had issues with the management at this location, they seem to do what they want and seem very lackadaisical when addressing concerns of guests. I personally would like to be compensated for the film we were going to see, the time and effort that we wasted to deal with this and finally some form of written or stated policy about what time the doors are closed or last ticket sales will be sold.

  Business Response

  Date: 10/27/2022

  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 operating hours vary by location and day so it is not posted.Each location opens 30 min prior to that days first show-time and will typically lock the doors 10 to 15 minutes after the last show starts.
  At Marcus, were committed to making our guests movie-going experience easy and enjoyable. Id like to send you some movie passes for your next visit. Please send your address to ****************************** 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.
  

• Initial Complaint

  Date:10/05/2022

  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.

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

  Business Response

  Date: 10/06/2022

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

• Initial Complaint

  Date:09/03/2022

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

  Customer Answer

  Date: 09/30/2022

  Cancel complaint these ppl refund me