B&B Theatres Macedonia 15 — Local services in Macedonia

I am posting this review online since apparently B&B does not have phones at their theatres, so I was communicating with a customer service contact via email – not optimal as some things are easier to explain via a phone call.

Having visited within a 4-day timeframe to see two different movies, it confirmed my suspicions that what I experienced was not a one-off and that B&B is not serious in offering a great movie going experience. Maybe they should spend money on fixing these issues instead of making cutesy family promotional videos.

To be fair, the concept that this theater chain offers is promising, but the execution at this location is poor. I wanted to give B&B a chance since they have an expanded menu, recliners, etc. I know they are trying to compete with higher-end Cinemark and AMC Theaters locations (that also serve alcohol), but what they are doing at this location is not helping.

Let’s talk about the SUNDAY visit. During this visit, I used one of the Freestyle machines and the soda was flat and off, likely due to the ingredient cartridge or pressurized CO2. I was not upset, just disappointed, so I kindly let someone at concessions know that it tasted off, maybe needed a change, etc. I did not ask for a replacement and they said thanks, yeah we just changed the tank, etc. I was not offered money back, a replacement or even told to see if another machine worked – it was more like yeah, it’s just the Freestyle tripping. No problem, life goes on. Next stop was the ketchup dispenser. It was empty. Again, no problem, they have nearby packets so that issue was solved. The movie itself and the auditorium were fine.

Let’s jump forward to WEDNESDAY night. Since a few days had passed, I assumed the various issues would have worked themselves out…I was sorely mistaken. Not only was the soda in the Freestyle machine still nasty, but the ketchup dispenser was STILL EMPTY. Again, I grabbed some packets to put on the food. After preparing my food, then settling into my seat, issues struck again…I was served an uncooked, cold hot dog. Yes, you heard that right - someone literally put a cold hot dog on a bun and served it. Since I was already seated and the movie was about to start, I just ate the bun because going out to the lobby to get a replacement seemed pointless given these issues.

During the movie, another issue cropped up. Really bad sound bleed. I have been going to the movies for a long time and have worked in the industry and I know that sound bleed from one auditorium to the next is a thing – but this was so bad that I had trouble at some points in hearing the movie I was watching. Honestly, when they took over from Cinemark, they should have done some more sound dampening in the auditoriums to cut down on this issue.

So, I have visited a few times, and each experience has left me with questions on why some very simple things are not being addressed. And it has honestly really ruined the experience. Not sure what is going on at this location, but if B&B continues to operate this way, they are going to lose customers. All of this on top of the fact that it’s not possible to communicate directly with a customer care rep means B&B Theaters are not as committed to providing an outstanding movie going experience as claimed in their...

Took my wife and 3 kids to the sensory friendly showing on Moana 2 on December 8, 2024. Our one son does not handle the loudness of a typical theatre well so this was a very exciting thing for us. The movie was supposed to begin at 11:15. At 11:25, I went out and asked the concession stand why the screen wasn’t on. She said give it until 11:30. It didn’t come on at 11:30. We eventually were moved to a different theatre and the movie started at 12. Most of the theatre’s viewers were families of children with autism. It is important to keep things on time for these families. The families that had been at the sensory friendly showing of Wild Robot a few weeks earlier said the same thing happened.

Once the movie was on, it was at a volume no one could hear. My wife went out and asked the concession stand to turn the volume up. Concessionaire went to manager and the manager loudly said, “now what?!” The movie was very nice once it was on at the right volume level. It was great for the audience it was intended to help.

After the show, I asked to talk to the manager to understand what happened. He said, “It didn’t turn on.” I said I heard this happened 3 weeks ago at the last sensory friendly showing. He said he knew nothing about it. I told him it is challenging to have this particular audience have to wait 45 minutes to start a movie. He retorted that it was only 30 minutes. I wasn’t 100% sure on the amount of time, but couldn’t believe he was debating me on the amount of time since it was really the principle of the issue and not the exact minute of delay that was the issue. After he walked away, I checked my phone because I had taken my one son to the playground while we waited and at 11:50 it said they were about to move to a different screen. So not only was he arguing about something that really didn’t matter, he was also wrong. The movie didn’t start until 12. Kids were crying. A couple of parents were crying.

I asked if there’s anything they can do to ensure that the next showing starts on time and he said he couldn’t do anything about it and started to walk away. I stopped him and tried to get him to understand, but he had no interest in understanding anything. I asked if they were going to refund everyone and he said “of course not you came to see a movie and you watched the movie.”

He did give us free return passes when further pressed. He handed them to me and walked away as disrespectfully as a person can. My wife kept me from trying to engage him again and said there’s nothing you can do with a person like that and that he just chooses to be this way.

I really love that they do these showings and I will be back because it is what is available, but I am not exaggerating at all when I say the manager was the rudest customer service representative I can remember dealing with. There’s no way to properly paint the picture of the coldness of this guy. I sincerely hope he finds a job that better suits him.

This was a simple situation to own and apologize. They have a great idea that caters to a unique audience but this experience, and particularly the manager, made it as bad as...

Went here this past weekend to see WICKED. First time since the change from cinemark. I will say the price for the tickets were surprisingly pleasant. As well as the theater itself. It was comfortable,clean and spacious. However, The staff, the popcorn and the lack of formality left me beyond unimpressed. I entered with a Qc coded ticket ready in hand. Yet there was not a person in sight to scan and direct. I went to the concession stand, thinking perhaps that's where I should check in. I was not greeted with a smile nor a hello. I had to ask where do we check in with our tickets. I was asked what movie and what seats. Thinking to myself you wouldn't even have to rudley ask me these questions if you just scanned the code you provided when ordering my tickets. My qc code was never scanned nor asked for. I then proceeded to order food. I asked for a medium popcorn and pop. To be told with an attitude, that they only carry smalls and large. Simply trying to remain positive, I said I'd take the large. I asked for butter on my popcorn to be told (again in not a nice manner) that it's self serve butter. If anyone who loves buttered movie theater popcorn as I do. We all know, that we need the butter in the middle of the bag not just on top. Which is not possible at a self serve station. Again trying to remain positive. I proceed to the buttering station. Only to find a very messy oily area that not only myself but many other patrons were displeased with. There was no place to put your bag down without getting butter on the bottom. Thinking okay. It is what it is let's just get this done. I taste the popcorn only to be met with a stale texture and no flavor.

The theater itself was the only good experience here. The lack of personality amongst the staff which again, I was not the only patron that noticed. Was a major part in the decision to write...