Flagship Cinemas Palmyra — Attraction in North Londonderry Township

EDIT 2/17/23: The theater corporate offices contacted me and they issued a refund for the tickets and concession purchases, which was nice. However, I was told that the situation was to be addressed within the coming days. Last week, I had a friend visit the theater and they told me that the heating system was still down. I asked the individual that helped me with the refund if this was accurate information, but have yet to get a response. At this point, I believe I was lied to about the situation, and the theater didn't try to correct the issue at all. I will never visit this theater again.

This theater has steadily gone down hill since 2020, reaching its nadir this weekend. We purchased tickets to see Avatar in 3D for their 7:30 pm showing, and when my party arrived we learned that they were having issues with their 3D machine and were not showing it in 3D. No one took initiative to inform us of that situation; instead, upon my questioning of where we should get the glasses opened up the conversation. The employee was kind, but we were disappointed. We stayed because we all wanted to see the film.

Upon entering the theater (screen 7) we learned that the heating system for that theater was out, and had been out for some time. The temperature inside was very low and it didn't make the film experience enjoyable in the least. Upon completion of the film, my party wanted to discuss the matter with the highest ranking individual in the theater (Daniel, and claimed to have been the General Manager).

Daniel was not the most welcoming or understanding of persons. He came to us with his bluetooth headphone still in his ear, showing a lack of respect for all of us and our complaints. He stated that he could not give our party a refund since the box office closes half an hour after the last showing, of which I am familiar as I spent time as a manager for a theater chain previously. However, I do know there were work arounds for that. In the end, Daniel's attitude and lack of respect and empathy upset a number of people in the party. Daniel offered us 12 "sorry" passes (yes, apparently those are the real names for these free passes to appease upset customers), to which I questioned why we would want to come to a theater that cares more about profit than fixing a situation that they have?

I do not know who reads these reviews on the Flagship side, but you have an issue in the Palmyra location. It needs to be resolved as the winter months keep getting colder and colder. It shouldn't have to take "lots of people demanding a refund" (exact words said to our party) to get maintenance work done at your location. And if anyone in the Palmyra location reads this, especially Daniel, then I hope you do better.

And finally, if customers read this review I hope you react accordingly. The quality of this theater has gone down drastically, and we can let them know our frustrations with our wallets. Support them or don't, but what you don't want to do is sit on the sidelines and not mention when things are wrong because they will never get fixed. I, for one, will never visit this...

Who needs the Cocoaplex? Is the best way to start this review. But, before I can even get to the decor and atmosphere, let me comment on the pricing. Pricing is reasonable and is how it should be for customers. It provides discounts to college students, children, military, and seniors, which in part is its largest demographic during the week. $7 for those in these categories and $9 for everyone else. I would choose Flagship for this reason alone as compared to the Cocoaplex which charges $9 for 12 and up and provides no college discount. Have the differences in prices still not convinced you? Lets shift towards the contrast between that mustard yellow Cocoaplex entrance to the sophisticated/modern and open feel of the Flagship. If I was blind folded and walked into the lobby of the Cocoaplex, I would of thought I walked into the LA Lakers stadium instead of a theater. What once had a beautiful self surrounding mural of classic and modern films has been replaced by what some may believe as the French's Mustard take over, and that I am not drawn to come in. Flaghship is like a fancy restaurant beckoning me in; their employees are dressed classically, and cordially invite me to select my movie and seats. I want to see a movie there, not eat a hot dog (French Mustard) and watch Kobe Bryant try to hit a lay up. But maybe that hasn't even convinced you, so let me get to my final reason, and that is the actual cinema experience. Flagship offers large leather exterior chairs! THE CHAIRS RECLINE! No more will you be crunched to the person sitting next you. You're spaced out: front, back, and side to side, and you no do not have to prop your feet on the back of seats. To top it off you even get to select the seats you want, which eliminates the annoyance of scanning across the audience, as well as the bobbing and weaving through seats. The sound quality is also on point and there is an equal balance of treble, bass, and dialogue so key lines are not missed by an over barring percussion background for build ups. Cocoaplex seating is small, compacted, and too close to the screen. The seats have since been upgraded to new upholstery but still you're angled awkwardly to the screen and have that annoying neck pain of looking up. Flagship is an overall better experience, although this review may be harsh to Cocoaplex it should be pointed out that Flagship accommodates more amenities that make it worth the extra 10 to 20 minute drive. Better quality for price. PICK...

This past Sunday we decided to splurge and go see Nosferatu in Palmyra. This is the first time I've been in a theater since 2018. I cannot say it was at all fun. This place is a MESS. As soon as you walk in it's chaos. The only visible employees are behind the concession stand and the lackadaisical girl who only checked our tix because we offered them to her for verification. I could have shown her a receipt for anything and I think I'd have been allowed to pass. The seats do not barely heat, if at all. Only one of ours worked. The picture of the movie didn't stretch entirely to the edge of the screen even. So why was I even there?! 27 dollars for two seats that do not do what they should?? Should I even mention how painfully LOUD it is in the theater?! Why is that necessary? I had to fashion my own earplugs. The bathrooms, though! Absolutely atrocious. I've never seen anything like it. I had to open 4 stall doors before I found a toilet without anything floating in it. The stalls themselves were horrible messy. What woman wants to sit on a toilet seat in a stall that looks like an animal lives in it? The paper towel dispensers were all empty, as well. There were literally BARE ROLLS of paper towels on the counters. There was water everywhere, so the towels were presoaked for convenience. You couldn't sit anything pesonal on the counter as it was a puddle all over the surface.To use the towels, you have to grab the top of the roll, which is soggy from everyone else grabbing it in the same spot. This seriously makes washing your hands at all a moot point. And what's with the bottles of pump soap on the counters? Bottles of soap like I would buy for my guest bathroom being pushed around on the dirty soaking wet counter tops?? How hygenic is that?? The trash receptacles were all overflowing on the the floor and trash was all over the place. This is not the theater I remember from just 10 years ago. It's disgusting. I would in no way eat anything from the concessions, as I've seen the way the same people responsible for the theater are running both. The owner of this place needs to re hire all new conscientious people who care about what they do. It's obvious those who work there now absolutely do not. It was gross. Period. It made it impossible to relax and enjoy the movie. I cannot in good conscious reccomend this theater nor will I return. I felt like I needed a shower when we left the building. What a...