Marcus Lakes Cinema — Local services in Hermantown

I have been to this theater probably a hundred times over the years. I have never found the location very convenient, miles away from the nearest population centers in Duluth. But the quality of picture and sound and the theater "experience" used to make up for that.

The picture and sound experience is still fine. The seating is fine, however not all of the screens have the "barcalounger" seating which is also fine with me, but I think that is quickly becoming a new standard.

The reason for my two star review is actually on the service end. The last three times I have made the trip up there I have had issues with service. Once, about a year ago, they would not honor a special discount that I assumed was universal across Marcus Theaters for a teacher/student discount on Thursdays. But I had already driven that far so I bit down hard and paid full freight. The next time, a few months later, the picture literally stopped like twenty minutes into tje film. The bulb failed or something. But it took quite awhile for anyone to even address tje problem so I had to leave the theater and wade through a busy concession line to even make staff aware of the issue. I did receive free passes after that visit, and mechanical issues are understandable, what is not understandable is staff stretched so thin that nobody is even monitoring the films in the booth or checking in on audience experience from time to time.

Today we went to a revival showing of The Wizard of Oz. The film, of course, is a classic and speaks for itself. But at the concession area I purchased nachos and they didn't have any jalapeño peppers. I know this is like a "first world problems" type of issue, but the nachos are like five dollars, it's disappointing when there are no peppers. Also I was simply given a plastic tray with some nacho sauce in it and chips in a plastic bag which turned out to be stale after all of that. It's just not like it used to be when you went to a movie theater and paid bloated concession prices but witb a smile and a flourish as part of the experience. I mean, if you are out of peppers let a guy know before he Pat's for his order, you know?

Finally, and like I said the sound and picture experience were just fine but with one irksome detail. In the theater I was there with a huge family group and there were maybe a dozen older adults in the theater. I checked my watch, 20 minutes into the film an older gentleman had to get up and go find an "usher" and ask them to finally turn down tje theater lights. For a classic movie, obviously something for cinephiles. So having the lights on wasn't ruining my experience or anything but I felt bad for that guy who had to make the effort to get the classic film "big screen" experience of Wizard of Oz that he had paid for and deserved.

I think that this theater needs to hire some more staff and probably train them better in customer service. And to recognize that people come to a movie not just to see a movie - most people can do that on a big screen at home for free. People are going out to a movie theater to have an experience. And the experience will be what they ultimately remember, be it a good experience or a bad one. I will continue to avoid this theater when I have the opportunity to see a film I want to see elsewhere or spend my scarce entertainment...

Worst experience I've ever had. Would never choose this theatre over Duluth even if it's a lot closer to where I live. I wouldn't choose it over no theatre.

Theatre 10 was horrible. You could barely even see the image on the screen it was so dark with no contrast (like the settings were off or something). The new seats are horrible. The backs are so high up that even with boosters our one kid couldn't see and the other barely could. There was obviously no thought put into installing those seats in that small theatre with a very gradual slope. None whatsoever. I also need to mention those booster seats were really gross. Had to dig through a number to find ones somewhat passable to even use - which made it even more fun when I had to put it in my lap THEN put my kid on it so he could see.

The speakers in the back on the sides and the very back played no audio. Combined with the screen/image it was way worse than just watching a movie at home even without surround sound.

But all of that could have been tolerable if it wasn't so hot in the theatre that we were sweating and sticking to our seats. Twice we asked if the air could be just turned on, as it obviously wasn't even running. Nothing was done and no recourse was offered except saying they would check. Ultimately, the conditions lead to us having to leave a little over halfway through. I have never in my entire life left a movie early at a theatre which further illustrates how bad this was.

About 90 dollars for a family of four to get tickets, super small popcorns, some candy and two waters (which you fill out of the water fountain... No ice even). For that price, you expect to at least not be sticking to your seat, and if something was truly broken, to be told that and offered a refund.

I can't help but feel like the theatres collection of unwinnable prize games in the lobby (approx 7 of the 9 "games" there - that says a lot in itself) are an apt metaphor for the whole experience. Something that seems like it should be a good time, but everyone ends up walking away feeling ripped off, disappointed, and nothing to show for it except putting you off from the...

On Friday night and a rainy one at that the theater should know that it may be busy! Upon arrival there was a major lack of enthusiasm when purchasing the tickets. Then we moved into the lobby of where you get your movie snacks! This is all part of the excitement and an evening out! First impression- not impressed at all! A broom could do wonders! Also, having more than one person working at the concessions would be suggested! I started my wait at 4:20 pm in line to purchase 2 hot dogs and a soda! There were no hot dogs prepared! They were put into an express oven to be cooked quickly! They were frozen and two bites in it was still frozen! Went back to get them corrected and the worker seemed beyond annoyed! I am sorry I am not going to pay $5.25 for a hot dog that is over cooked but at the same time frozen! Seriously!! There should some rolling at all times especially on a Friday night! Then when I asked to speak to the manger and get the money back there was obviously quietly spoken comments about me in front of me! The young man should not be working with the public! He lacks any customer service! He did not talk! He didn't make eye contact! He didn't even apologize or make any statement! What a disgrace and disappointment! Total time to purchase these few items took until 4:55 and still left with an over cooked over priced hot dog!! In addition to all of this unneeded drama for a hot dog, I needed to cut it for my mother! She is handicapped and had a hard time trying to eat the first round of hot dogs! The young worker offers me a plastic spoon to cut it! Seriously?!?!? I asked if I could use the pizza cutter! Guess what it worked but he looked annoyed! He didn't cut it I did! Then he placed two hot dogs on one plate! My mother lives in a vent house and it was her birthday! It was her first time to the movies in a very very long time! It is not an easy task because she had to arrange a bus to come here and her nurse as well! What a...