Marcus Bay Park Cinema — Attraction in Ashwaubenon

Happy Birthday to me……

am extremely disappointed with the way my recent experience was handled at your theater. I purchased two tickets to see the new Captain America movie, but on the day of the show, I was involved in a work-related accident and had to be taken to the hospital. Given the circumstances, I reached out to your theater to explain the situation and request either a refund or the ability to use my tickets for a different show. To my shock, I was told there was nothing that could be done—no refund, no credit, and no option to reschedule.

It is completely unfair for Marcus Theatres to take my money without providing any service, especially given that my inability to attend was due to an emergency beyond my control. Customers should not be treated this way. A policy that offers no flexibility for genuine emergencies is not only unreasonable but also deeply disappointing coming from a company that should value its patrons.

I would like this issue reconsidered and an appropriate resolution provided. I did not choose to miss my movie; I had a legitimate emergency, and it is unacceptable for Marcus Theatres to simply take my money without any recourse. I expect better from a company that relies on customer loyalty, and I hope you will do the right thing.

You would think they would want to work with their customers better than this. Everytime you go to the movies you gotta listen to how this is a family run business and the CEO appreciates all his patrons cause this is a family run and oriented business. But yet they would rather I dispute the charge with my bank, then file a complaint with the WI department of Agriculture, Trade, and Consumer Protection, rather than just...

Marcus- your luxury lounge chairs are in dire need of replacing. I was surprised to see how bad they looked once the lights came up in the theatre. Yikes.

Also I ordered candy with my popped corn and was told to go on the other side of the lobby and “just grab the candy from the shelf.”

This felt VERY weird. Who watches to be sure folks don’t just take it? I stood in line on the other side until I could tell a staff member I already paid for it. I told them who I ordered from. They didn’t even verify this. They just said “It’s fine.”

“On your honor” is fine if every guest is honest. But it’s probably not a great way to conduct business.

Plus, it felt very odd as a customer to just walk up to the candy display, which was not even visible from where I paid for it, and help myself after paying. I could have taken anything and I doubt anyone would have noticed or asked about it.

I’m a small business owner and I quickly identified potential areas of loss for your business based on my experience. If I were you I’d fix that.

My husband pointed out it felt really (overly) warm in the theatre.

On the positive side we were helped quickly upon entering the theatre after having purchased tickets online.

We love going to the movies. It just felt a bit chaotic ordering snacks and the chairs really...

I have been a regular bay park cinema patron. Unfortunately, this location has consistently gone downhill. Overtime, they have offered their customers less, and charged more, and their employees have become increasingly rude and difficult to deal with.

Recently, they “remodeled” their drink area, during which, they refused to serve kids combos. When I asked to simply swap a bubbly for the kid’s combos drink, they rudely refused. Additionally, their “remodel” really meant removing the ice machines & their Sobe drink. Their Sobe option was the only sugar free, non carbonated, & non caffeinated choice. Consequently - it was the only drink some of our kids can have who are diabetic & sensitive to carbonation.

When you have to deal with employees, they have grown consistently more agitated & rude in their responses. - I bought tickets to a movie & was the only person in the theater for the showing. I had my phone out to answer a text message, and a female employee yelled at me for having my phone out within 1 minute. When I pointed out that I was the only one in the theater, she responded “its the policy so you can put it away or leave.”

The location needs a complete overhaul of...