Icon Cinema — Local services in Edmond

This was our first time visiting this theatre. Everyone was friendly when we walked in, the free refills were a nice touch, and the service was quick; however, everything following the first 5 minutes in the theatre was incredibly disappointing. When we got to our seats, one of them had soda or slushie spilled all over it. It was a full house, with assigned seats, so we went out and asked for a rag to clean it up. The employee (who we later learned is one of the managers) acted inconvenienced by the request, and although she eventually came and cleaned it, she was really snippy with us. 1/4 of a way through the movie, kids in the row in front of us (which was entirely full of children with only one adult to be seen) put on “witch hats” and sat on their legs, stood up in the aisle, and moved around constantly. I stepped outside to let someone know because it was obstructing our view, along with others, and that the group was disruptive. The man (also a manager) said he would take care of it. A couple minutes later, we see him walk in, walk right past the kids with the hats, and leave. I tried to point to the hat when he walked by, he appeared to make eye contact with me, but he kept walking. We eventually just asked them ourselves and they temporarily took them off. Halfway through the movie, that entire row was like whack-a-mole. Standing up, running in and out of the theatre, talking loudly to each other…. Including the adult who loudly called to the children with the door wide open into the theatre… Numerous people in the theatre tried to “shush” the group. The single adult did nothing. Not long after the entire row got their refills, the hats came right back on. The talking and standing up was incredibly rude and did not stop no matter how many times people asked.

After the film, we went and spoke to the managers again and expressed our frustration. They tried to tell us they walked in the theatre and “stood there for a long time but didn’t see any hats”. That is literally not possible as I SAW him walk past the hat and do nothing. They then were really snippy about the entire situation. We got a refund via gift card, but were reminded they weren’t really supposed to give us one. More than anything, it would’ve been nice to get a genuine apology or actual acknowledgment that this was a frustrating situation to pay for a movie and not be able to enjoy it, rather than the dismissal and passive aggressive “happy holidays” and eye roll we got as we left (regardless of a refund). When you have a whole schpiel on your previews about “tell someone on staff if someone is being disruptive”, that should mean something. We shouldn’t feel like we have to police other people’s disruptive children in a movie we paid to just watch and enjoy.

Small and local theatres need our support and we love to give them our money over huge theatres… but we will not be back to this location. To be fair, we’ve not ever had an issue at the Windsor location. I know they don’t care, but hoping to share with others… don’t expect much if you run...

ICON wasn't the only theatre I went to this summer, but after my experience it was the only one I returned to...

First let me tell you the standouts: Unlimited Popcorn, Soft Drink + Icee Refills. Self Serve Drinks + Popcorn for fast service. Adjustable seats, both headrests and feet. With pulldown blinders/dividers for those times you have to sit right next to a stranger. Half Price Tuesdays

⚠️ I have attended 1-2 Movies every week this summer, primarily at ICON - I recently had Spinal Surgery and have been in a neck brace unable to participate in many activities outside the house. Movies were my main escape!

I will continue to give my business to ICON because of the ✨EXCEPTIONAL CUSTOMER SERVICE✨ I received.

From the moment I walked in the door the first time in my neck brace (looking uncomfortable), I was greeted, offered help at the first counter that was unopened so that I didn't have to walk to the further registers. I was offered assistance in getting my drink + popcorn which I declined, but was grateful for. The man assisting me told me the headrests would adjust and even offered to come show me how they worked, telling me "if I needed any assistance to let him know." Then offered to carry my concessions to the theatre, again, I declined but was grateful. Upon leaving, the same man followed up with me to make sure my experience was a good one, asking if I was able to get comfortable and if I enjoyed the movie.

ICON wasn't the only theatre I went to this summer, but after my experience there it was the only one I returned to - it seems like kindness and thoughtful customer care would be a given at all places you go, but they arent. ICON provided me with those things when they didn't have to, in my eyes they went above and beyond to make sure my experience was a good one. Because of that I'll be returning (I'm even seeing a movie again this evening!) ⚠️

Give them a chance! I think they will win your...

We went to Icon for the 1st time today. My wife and I went to Kickingbird growing up and were excited to see the update! -

Overall, the entry and ticket purchasing went smooth in the food area. It wasn't busy, so not sure if that'll be a longer wait buying tix in the same spot as people buying food. The customer service was also great. We were greeted happily, helped and talked with.

When we entered the theater it looked really nice. The seats were very spacious, comfy, reclinable, they each had a food / drink tray and a side view blocker if you don't know who's next to you and makes it a bit more private which is a bonus. The sound was also top notch, very clear, vibrant and full.

The only downside here, and kind of a big one was the level / slope of the seating and the view (we were in theater 8). I chose a 2 star because that's the main reason to go see a movie in a theater, the view. If the view's bad, it kinda cancels out a lot of the other nice things about the theater (to me at least). Our 5 year old daughter could barely see any of the screen, just a bit of the top of it. Luckily they had a booster after we went to go ask, but now she had to sit on a hard plastic booster on top of an extremely comfortable chair which defeated the purpose for her (this was her 1st theater experience too).

There must have been a really good reason not to increase the slope to give the 2nd row & back a better view. You can see in the pic they've adjusted the screen so the bottom portion isn't cut off for everyone, which helps, but that also made the entire projection much smaller than its potential. You can see how much smaller it is on the sides and bottom, especially the sides. The entire movie was that size as shown in the pic. So again, the full screen of the projection is also a major part of the theater experience.

I really hope that can somehow be fixed, because every other part of the experience was great. It's...