Marcus Majestic Cinema — Attraction in Town of Brookfield

My husband and I have been going to the Majestic since it opened and have always had good things to say. We have especially enjoyed the Bistro theatres; the menu items have all been very good and we always had good or excellent service. It's been a nice option, whether it was just us two for a 'date night' or with a group of friends. Recently they enlarged the Take Five Lounge--it's now a huge area, with a larger dining area, larger bar, and more tables, plus lots of big TVs. Just last week my husband and I decided to stop in the new Take Five Lounge, as we had time before our movie, and it was the first time we had been there since the new lounge had opened and we thought we'd get a bite to eat. Even though it was a Saturday, it was not that busy at the time we were there. There were maybe 3 or 4 tables taken. We sat a table and waited for a server to come. There were a half dozen of them around, talking with each other, several were behind the bar looking right at us, but all of them ignored us. Both my husband and I tried in vain to catch someone's attention in the 20 minutes that we sat there, being ignored, but even though I know at least two of them saw us signal to them, they pretended they didn't see us. The other people at the other end of the room were being served, but all the servers walked right past us. I don't know what was so "offensive" about us, but apparently nobody was interested in serving us, so we gave up and left. The servers were mostly young, and were having a good time joking with each other; maybe they should be more interested in working and doing their jobs than socializing...

Bought tickets months in advance for Star Wars, they bumped our seats day of the showing--to the very front, very left of the first row in the ultra screen (which is 6 stories high). Why do those seats even exist? The employee we spoke to told us verbatim, "You have two options: sit in the seats printed on the ticket or leave." Um, no. We were visiting family, this was supposed to be a fun activity and instead of apologizing and trying to remedy the situation, we got lip. A manager came over finally and gave us some passes to Marcus Theaters, but we don't live near one, so that didn't really help. The seat map by the theater said there were still seats available elsewhere, but the manager said his computer showed it was a sold out showing. We went in and looked at the seats and there's no way you'd see anything worthwhile in a 3D showing in those seats. We walked back to the front desk, but they were busy selling tickets, so we went to the kiosk to see if there was another showing with seats left. Nothing during our stay, so we went and stood in line at the front desk and got the same lady who told us take it or leave it basically and I asked for a refund. She gave it to us and we left without being able to see the movie with family and with no remorse from staff. Horrible experience. I'm sure it was a glitch of some sort, but they made zero attempt to correct it and zero apology for the error, yes, we got passes to a place we can't go, but only got a refund when we argued for it, for a mistake that was not ours and ruined time with family. I'll think twice before ever going here or another Marcus...

I went to see the 12:45 PM showing of John Wick 3 Parabellum on May 27, 2019 at Bistro 4. The movie was great, however the failure in leadership at the theater was astounding. They has assigned only a single server to the theater. I do not remember the young ladies name, but she was working as hard as humanly possible. She was running around and helping everyone she could. Unfortunately, she was set up for failure from the very beginning. The theater was nearly fully occupied and it was impossible for a single person to assist that number of customers. I attend the bistro showings often and usually have great service. That sets a standard I hold you too. That standard was massively undercut by today's experience. As I was leaving the young lady was nearly in tears trying to process all the duties heaped upon her. This is completely unacceptable from the management at this location. Your failure to plan for holiday attendance has placed undo stress upon your employees and shows how little you care about both your employees and customers. Both myself and numerous patrons around me agree that you failed not only the customers with poor service, but your team as well. I attempted to find a member of leadership to speak to in private but was unable to locate anyone. Therefore I wanted to reach out and let you know that your treatment of employees leaves me disgusted. I hope things improve in the future. I believe I will need to take break from the theater and find another regular date night outing for the foreseeable...