Marcus BistroPlex Southridge — Attraction in Greendale

UPDATE (5/11/22). Since the opening night, we have not returned to the BistroPlex due to such a bad experience. At a gathering, we happened to be talking to one of the managers at this location and were asked to give it one more chance. So we bought tickets and did. Wow, what a totally different experience. From the moment we walked in we were greeted by Austin with a big smile and genuine welcome. He personally walked us through the changes (food service, etc.), took our order, and showed us where to go. The place was very clean, the seats/tables comfortable and the theatre was perfect temp and atmosphere. The servers (we had 3 different ones) all worked together, and were extremely polite and friendly. We had the Game Day appetizers which was more of a split entrée due to the amount of food you received (all tasted great). If not for Austin we probably would have never returned to this location, but his professionalism and customer care will definitely have us back! Opening night, I'm afraid, was a disaster! We are avid Marcus supporters and we were very excited about this opening. The greeters at the door were friendly and willing to help in any way but after that, the rest seemed very chaotic. We came early for a 7:45pm show as we wanted to check out the bar and then order something in the theater. The bar was not crowded but the majority of the guests were waiting around for assistance, to get what they ordered or to get a drink. We heard several people complaining about the wait times even though there were 5 people behind the bar.

First impression was mixed. We loved the Dream Loungers and the swinging tray table but we immediately questioned how the servers would interfere with watching the movies. This is due to the layout of the theater. We entered the theater at 7:20pm and were surprised that there were 3 servers assisting the first two rows and only one server taking orders for the rest. This server was keeping his cool and remained very polite to the guests but was clearly overwhelmed. At around 7:45pm we had to flagged down someone to take our order as no one was really assisting this poor boy. We ordered at 7:45pm and at around 9pm I went out of the theater and asked for a manager to see why food service was so slow. Please note hardly anyone in the theater was getting their food. The manager apologized and said they would expedite the food to us. He held true and we got our food within 5 minutes but it was obvious that is was not just made and was probably sitting in the window as it was just warm (ordered a burger and Mac 'n Cheese, food was good).

Fast forward and the movie is at the end and we still had not received our bill. We feared how this was going to work. The server started handing out tickets to everyone and when he came to us I gave him my card right away. He said, "I'm sorry but my scanner is down and I can't take payment. I've asked my manager what to do but I can't take payment". So the whole theater was just supposed to sit there?! As soon as the movie ended we went to the bar in hopes they could take our payment. 15 minutes later and with the assistance of someone who was there to watch the programs/system we were finally able to leave.

We did not enjoy this experience at all. I don't even remember the movie due to all the disruptions. For normal dinning, a server should come and check on you, but when you are watching a movie they should not interrupt unless you have your light on and need something. I truly hope that they work out the bugs and give their staff more training as I felt they were...

As someone whose biggest pet peeve is distractions in a theater, I can't say I was psyched about one in which people can order food from their seats during the film. However, because it happens to be conveniently near my home, I've been to the BistroPlex close to a dozen times since they opened and most of the experiences I've had there have been positive.

The servers I've interacted with have been personable, and while it’s not ideal to see someone occasionally walking in front of the screen, etc., they do their best to remain unobtrusive during the movie. The biggest irritations remain the random audience members who can't go two hours without talking or checking their phone, which you can find at any theater in America, unfortunately. Still, I seem to have mostly been in audiences that were, by and large, surprisingly quiet and respectful. I don’t know if I can attribute that to this theater attracting fewer jerks, though, or if I’ve just been lucky so far.

There's not a lot I can report regarding the food or service. Everything on the menu, like all movie theater fare, is overpriced, so I’ve made every excuse to avoid ordering anything. Perhaps feeling a bit guilty about always telling my server I wasn't hungry or asking for just a glass of water (which I wouldn't even have to do if only they had drinking fountains in the hallway), during my most recent visit I ordered something off the menu for the first time - a hamburger - which was brought to me promptly. The food was satisfying enough, but I could get more flavorful burgers for much less from Burger King or McDonald’s, plus I could feel it repeating on me hours later. Also, trying to eat a meal in the dark is kind of awkward.

I suppose providing a dining experience is one way some theaters are attempting to boost flagging ticket sales. Frankly, I’d be a lot happier if this were just a regular old movie theater instead of a weird hybrid that was trying to be a restaurant as well. Despite my qualms, the pros currently outweigh the cons as far as I’m concerned, so the BistroPlex will probably continue to be the main theater I visit for the foreseeable future. But again, that's primarily just because it's within walking distance. If there were other theaters that were closer to me, I would most likely not see any reason to go out of my way to visit this...

It is a shame that I have to resort to this, since staff members at the establishment were not resourceful nor knowledgeable regarding new policies. Sadly, I experienced an unnecessary triggering experience on May 31,2022 around 6:10PM at Marcus Cinema Bistroplex at 5210 S 76th St, Greendale, WI 53129.

Once I arrive to the movie theater a staff member greeted me asking for my ticket, I showed it to her and asked her how to order food since I was aware that due to COVID they are no longer having servers. As she is explaining to me the new procedure a security guard abruptly asks for my ID while the staff member was still talking. I told the guard I had a copy of it since I did not carry my wallet because my partner was the one driving. Due to this interruption, I could not finish listening to the staff instructions. I told the guard I could show him a picture. They rejected the options that I had available and said to me that he needed a physical copy and that I had enough time to go back home and return (as if he knew where I live). We were going back and forth with the guard and what I believe was the manager (due to that she was dressing all in black). They rejected all PDF and pictures of items that had a photo of me and birthdate. After going back and forth they let my partner in and since I was not let in, I had to drive back to our house get my wallet and return to the movies.

This was an unnecessary situation that should have not occurred. According to the new policy it stated that any person under the age of 18 needs to be accompanied by an adult, over 25. My partner is 29 and even if I did not have my ID I should have been allowed to go in since I was accompanied by an "adult".

I was rejected entry even when I was complying with the new policy. It was completely unnecessary to trigger my anxiety, make me drive back home without my driver's license, create a commotion and make me miss part of the movie.

I usually do not go to this theater because it has been smelly, dirty, with unfuctional seats, rude employees etc. This was their last chance to redeem themselves and totally screwed it up.

I hope that all employees are provided with proper training and are correctly informed concerning new policies...