B&B Theatres Wylie 12 — Attraction in Wylie

Great boutique theatre with high-end amenities and super customer service! I've been to this theatre three times now and I've consistently had a great experience each time.

Customer Service I'm always greeted by a member of the Customer Service staff upon entering the establishment or making my way to the front counter. The staff seem genuinely interested in helping and were cheery and enthusiastic in their roles. The first two times, I was greeted as I departed, but the last time it seemed that the staff were busy helping other moviegoers.

Concessions The concessions were really good. The first two times I had popcorn and a soda. The popcorn was light and crunchy, and with the perfect amount of salt. Soda was standard. Service was great.

Bathrooms The Men's bathroom was clean and pleasant smelling. All paper towels and soap canisters were filled. There were no overflowing trash bins or overpowering....uh...bathroom odors.

Movie Experience The first two times I attended this theatres we sat up top in a balcony-type area that felt really exclusive. They are GREAT. The reclining leather seats were really comfortable and provided an awesome stadium viewing experience. Truly top notch!

However...the last time I went to this theatre I saw a film in one of the MX4D rooms, and, well...

You need to be ready for what you're about to experience. I wasn't.

If you are like I was and have no idea what MX4D is...:

The idea is to provide an immersive experience. The experience immediately around you is meant to be sensory-reflective of the action, setting and experiences of the protagonists on screen. This achieves marginal success in my opinion. The devices used to bring about this immersive experience are air jets, water jets, seat motion, flashing lights and reflexive seat components to make you feel pressure jabs all over your body wherever the action is appropriate.

The problem here is that it became really gimmicky, and even distracting from the story rather than being immersive. Often times the would-be immersive elements couldn't decide whether they were reflecting the experience of one character or another, or all of them, or just the immediate environment. This led to sensory confusion, at least with me. I wound up spending a lot of time wondering if I should stand for the rest of the film. It was worse for my wife who suffers from motion sickness and had to remove herself from the theatre for a time.

I can still see how MX4D might be a great diversion to experience once, just to say that you have tried it. However, this movie watcher will NOT be doing that again. I like enjoying the movie, not worrying about when I'll next be assaulted by water spraying in my face.

But don't let my experience with MX4D deter you from watching a movie at B&B Theatres in Wylie. There are plenty of viewing experiences to choose from. This really is a GREAT Movie Theatre run by a great...

This used to be my favorite theatre, I’d bring so many friends here, but today I drove an hour to come here and was very disappointed.

When I last came here to see a movie, there was a 15 minute or longer delay to our movie. The manager did come and apologize though.

This time, the movie started just before 11AM (the start time) and NONE of the seats for the 4D experience worked properly, if at all. A few seats had minimal vibration and that was it.

Another viewer came out to report the issue as well.

I am more disappointed in the customer service.

The shift lead was friendly, but I wish more was done to resolve the issue. I got a refund for my ticket (~$26), but paid over $8 for a Large Soda that I would’ve not paid for if not for the movie, and drove an hour to see this movie. I asked if I could stay, despite missing about 15 minutes of the film, and get a partial refund but that wasn’t possible. He did offer to move me to a later showtime but it wouldn’t be a 4D experience which is the only reason I come to this theatre.

It would’ve been nice to be reimbursed more for the gas and time I spent to get here ( 2 hours to and from.. for nothing ) Maybe a free drink next time, or half off my next ticket would’ve been nice.

But now with the last few experiences I’ve had here, I’m not sure if it’s worth coming to this theatre anymore. 😔 It also seems like they don’t respond to any of the negative reviews to try to better an otherwise poor experience, or even acknowledge a bad experience. :/

Edit: ** Based on other reviews, the seats not working seems to be a common issue , especially with screen 7. (***Edit again: the last 4 films I saw were in this room which leads me to believe they only have one 4DX room and it’s poorly maintained and a hit or miss on if the seats work or not)In hindsight, there has been an issue the last three times I have visited (be it a row of seats not working correctly and moving erratically and causing loud disturbances, a delayed start, or an entire room of seats not working correctly).

I reached out to the company via their contact form and while apologetic , I can only conclude that this company sees every visitor as a dollar sign and that they do not actually care about the customer experience. A “sorry, but there’s nothing we can do” isn’t really reassuring regarding how they view their visitors.

Cinemark, for example, would’ve refunded a ticket and offered an incentive to return to try to make the next experience better. 😅

I also realize in hindsight, and as other reviews have shared, that they advertise a “4DX” experience, but they only offer a few aspects of it.

It really isn’t worth visiting when it’s a risk on whether or not the theatre will have clean and working chairs (for the 4DX experience).

Cinemark’s Dbox seats and visitor experience are...

I hate writing this review because I keep wanting this theater to be good, but it just isn't every single time we come. In the interest of time, here's a synopsis of the latest visit:

We were in the Marquee Suites and were the only ones there. Order food, drinks. My wife gets sweet tea, which makes her nauseous shortly after drinking some of it.

Takes awhile for food to come, and when it does, my wife, still with upset stomach, is missing hers.

After awhile, (at this point it was 45 minutes after we had ordered), we pressed the button to ask about my wife's food. A young man came and said he'd check.

Some time passed, my wife was feeling nauseous to the point where she had to run to the bathroom.

When she came back she told me that the employees were all huddled around each other just talking and when one of them saw her, he rushed to the kitchen, obviously remembering that she hasn't received her food.

The food came shortly after that, but by that time, she was sick from whatever was in the tea and she couldn't eat.

They eventually brought the bill, which I took outside the theater with her untouched basket of food and asked for a manager who was huddled with the other employees (unprofessionally dressed in a baseball cap--You're the Manager! Come on!)

I told him very politely about my wife drinking the tea and getting sick and asked him to take her plate and her tea off the check. He looked a little peeved, then asked me if I wanted to take the food to go instead. Um. No. He said "O-KAY," in a bit of a snarky way and I left the check with him. No "Sorry that happened," or any sense of empathy, remorse, nothing.

Shortly after that, a very polite young man (should probably be promoted to Manager because he seemed to have more sense in my opinion) brought me the revised bill and apologized for the problems.

My family and I left, vowing to never return again even though we live right down the street. I'd rather make the 25 minute drive to Alamo Drafthouse than the five minute drive to B and B, which is sad.

We've been coming since they opened the doors and the service always seems to be sub-par for the price you pay to sit in the Suites. Another note--the railings on the stairs block part of the view of the screen in many of the seats.

I don't know that I've ever written a bad review before this one because of bad service. It truly does take a lot. Just avoid this theater until they get good management. The lack of focus on customer service obviously filters down from the top. May even filter down from the owners. Not a good feel at all. Too many other options...