Marcus Chesterfield Cinema — Local services in Chesterfield

Went to this theater on Tuesday Feb 1, 2021. My wife requires a Closed Caption device due to hearing loss as the result of treatment for breast cancer. We got the device upon entering from the same woman that scanned our tickets from my app. The picture started and the device did not work. You don't know if the device will work or not until the movie starts which is not a great thing in itself.

I took the CC device back to the front desk where the same woman that scanned our tickets and gave us the device was still on duty. I asked for another CC device since this one did not work. She took it from me and said "Oh, you have the one that's broken" I replied that I still needed a device for my wife. She said "You can wait for this one to be fixed." I asked how long that would be and she said "I don't know, as long as it takes." I said "Well my wife can't understand the dialogue so I would like a refund. She said "Give me your tickets." I asked "Can't you take it off my phone?" She replied "I told you, I need the tickets" and gave me a look that said drop dead.

I went back into the theater to retrieve my wife and tickets. Just as we were coming down the exit aisle another woman holding a CC device stopped us and said "Try this now, I think I fixed it. I asked her to step outside the theater doors to talk. We stepped outside the theater doors where the movie was being shown. She again said "This should work now." I said "Thank you but, the movie has already been on for 10 minutes so we'll just get our refund and try another day." She turned on her heels and while walking away I heard Her say "I don't care, get your damn refund you dumb..." with the rest being intelligible. I think most people can fill in what I believe the remainder of what I did not hear . We returned to the front desk where the woman that sold us the tickets had been joined by the woman that swore and called me a vulgar name. While my wife processed our refund with the first woman I asked the second for her name. She asked "What do you want my name for?" I replied "I want it to let the management of this theater that I don't appreciate being sworn at and called names by an employee." She looked at me with a big smile and said "Tell them there were two Black women on duty that you are complaining about. It's Black History month so they'll be happy to hear that." She then burst out laughing. I again asked "So you're not going to give me your name? She along with the other woman then began clapping and laughing. As I turned to walk away the 2nd woman told me "Get out of my building." They continued to laugh and clap as we left the building.

I tried to reach the management of the Galaxy 14 theater along with Marcus Theaters Corporate to voice my complaint. The only way to reach the local theater is through the box office number. Guess who answers the box office number? Yep, the same two Jackass women. Corporate offers contact by email or phone to Customer Service. I called the phone number 6 times and finally got a call back 30 hours after my last call. The email is a waste since I've yet to hear back. The woman from Customer Service offered to give me 2 free passes. I told her I didn't want 2 free passes. I wanted management to be aware of how 2 terrible employees are ruining their business.

If you go to The Marcus Galaxy 14 theater and you see two heavy set Black women at the front desk entrance; immediately turn and leave. If you already paid for your tickets, get a refund and go elsewhere to...

I have visited this Marcus Theaters location 8 times since January 2018 (now May 2nd) and many, many times over the years. The upgrades to the theater have been great, e.g., reserved seating for all suites, heated seats in DLX, self-service drinks (finally). The problems I see and after last weekend it is a major problem. The place is grossly under staffed whether by cost cutting or no candidates. So much so that in the last 5 visits there has been no one collecting tickets or giving out 3D glasses (besides 21+ Five Star Lounge). For our showing of Avengers Infinity War last Sunday evening, there were 2 long concession lines with only 2 employees and a runner handling orders. The employees were doing their best but they needed more lines and help (common problem). There was one employee tasked with cleaning up the huge DLX theater prior to another showing, the marquee counted down until it read now seating and as everyone started to go inside, there were cups, trash, food, all over the theater and left in seats with one poor employee sweeping. The seats all needed wiped down with a wet towel (seriously) enough so that people had to be warned to check your seats. Customers were left throwing away cups, popcorn tubs and trash from the previous movie goers before they could sit down but the trash cans at the door were already overflowing onto the ground. When leaving, the trash was still there, the main lobby of the theater was destroyed with no one cleaning up. There were no paper towels left in the bathrooms, popcorn was down the hallways and the self service concession stand was a mess. I noticed there wasn't a 3D glasses recycle container near the theater exit and people were lining the glasses up on the wall of the trash can in the hall or throwing them away. I tried to really look at why the last few experiences have been bad without pointing blame to individuals and it definitely looks like a lack of staff. Not just to handle a major influx in customers from a release like Avengers but in general to get the flow and processes in order. Senior Management, corporate customer relations, someone should evaluate the overall theater experience here on a weekend, not just the physical infrastructure upgrades but experience it like a customer, wait in line, look around, take it all in. It's frustrating as a loyal customer to see the potential of a business to be great and being held back by something that can be fixed. I really just want to see this theater succeed and make the entire movie going experience...

I would give it a higher rating if it weren't for the concessions. I got in line with one, single customer in front of me. He had an issue with his pretzels being cold. The cashier walked away to assist him. She then walked back, made eye contact with me, then just walked back to the other end of the counter where the person in front of me was waiting for his new pretzels. She proceeded to just stand there and stare into the lobby. There was another employee down at that end of the counter making pretzels. He definitely was capable of helping the other customer in a few minutes when the pretzels came out. The other lines were so long it didn't seem to make sense for me to switch at that point. After the pretzels came out, she served them to the customer who had been in front of me. She then came back down to my end of the counter, look me dead in the face, and then walk away to start filling the small promo bags of popcorn. I look at the lines next to me and there are still 7-8 people in each line, so I stay put. Several minutes later the people behind me get upset and we all decide to just move to the other lines.

At this point I have missed the first 10 minutes or so of my movie and I am only here to get a REFILL on my large popcorn. I was there for a preview screenings of the Sonic movie, so it's a real bummer that I'm missing this movie because I decided to still spend money with the theater while there for a free screening.

To follow all of this up, as I'm waiting in my new line I see the person who abandoned her entire line of customers coughing profusely and NOT covering her mouth at all. Come to find out the promo bags she's filling up are for a birthday party or something... And she is straight up coughing on their popcorn.

I tried to get the managers attention a few times as he passed through the lobby, but he was always a bit too busy to acknowledge me.

Anyway, just a real bummer to let customer service drop so hard, especially at a 10am showing when the theater was...