Emagine Willow Creek — Local services in Plymouth

We purchased tickets to see Sinners on 4/20/25. We arrived early and ordered our chicken nachos at 6:10p with a 6:30p start time.

When the previews started I went out to check on our nachos since it had been 20 mins and nachos don’t take that long. I was told they were short staffed and they were working on them.

There were 3 people behind the counter but I do understand it gets busy before a show starts then they have more down time so I figured they were just behind.

A few minutes after I got back to my seat we saw someone receive what appeared to be a pizza. Since a pizza takes longer than nachos my partner went out to ask about them. Once again he was told they were short staffed.

When he got back to his seat the person sitting next to us got something fried in a bag.

Mind you we were the second couple to sit in the theater and all these others arrived at least 10 minutes after us.

My partner went out a 3rd time and returned with our chicken nachos.

I looked at the nachos and didn’t see any chicken. I moved some chips and found 1.5 pieces of chicken. We waited for so long and received 1.5 pieces of chicken. Even if we didn’t wait that long we should’ve gotten more than that for $14 nachos.

Due to everything and missing parts of the movie we decided to ask for a refund and leave.

I told the manager this was unacceptable that we waited over 30 minutes to receive our chicken nachos that probably took 5 mins to make including heating up the chicken. She proceeded to tell me they were slammed even though I believe they forgot to make them. I even said if you forgot that’s fine but don’t lie about it. Especially when others got their food that took way longer to make.

The refund process was slow as she couldn’t give me back my cash in one transaction she had to do multiples. This was until I took out my calculator to calculate my refund and then all of a sudden she was able to do a larger refund transaction. She also wasn’t able to refund me the money for the tickets so we were given vouchers.

I provided my number for a manager to call me the next day but here we are 4/30/25 and haven’t been contacted.

We ended up driving out to Rogers and had a great experience.

I really hope you take this long post into consideration that people are spending their hard earned money to relax and enjoy a a show. Also if someone asked to be contacted please follow through. I just want to make sure this doesn’t happen to...

This was and for now I guess still is my go to theater. I pay for their premium rewards program, which is annual. Halfway through the year they changed the program to make it significantly worse. Fine, whatever, I won't renew next year but it stinks to have paid for one thing and not gotten it. In addition to that, a gift card I got for my birthday 2 years ago remains unused because it won't work in the app or online meaning it's functionally useless. When I do try to use it for concessions it doesn't work when swiped and they have to get a manager to key in the numbers every time. They won't replace it with a card that works so I have to choose between holding up the line while they are perennially understaffed, or just pay for the concessions which I almost always do.

The best part about the theater is the free extra small popcorn on Tuesdays for rewards members. It's advertised and listed as a reward on the app. We showed up for a movie tonight and were told "we aren't doing that this week". I will point out that it was listed on the app as available and there was no signage leading up to the counter indicating the offer was rescinded which technically means they are required to honor the advertised promotional price. I had neither the time nor the patience to have that argument with a concession worker so I bought a popcorn and went to the movie. The theater was absolutely FREEZING and that's coming from someone who keeps their house at or below 66 at all times.

This may have been my last straw. It has became more frustrating than relaxing to go out for a movie. It will make me sad to start using VOD instead because I've done my best to keep this industry alive, but it's just not worth it anymore.

I will say it is nice that they have real butter for a couple dollars more. I wish all...

I am giving 5 stars because overall I typically love the theater and don't want to unnecessarily give them a bad internet rating. However, today, Sunday, October 6, I went to see Roger Waters' US + THEM movie from his most recent concert(s). I was extremely disappointed with the sound quality and sound level / volume. Others in the theater were muttering about the same issue, so at the start of the film I went and asked a manger to make appropriate adjustments. She was very kind and professional and said she would make the adjustements, however, absolutely nothing changed. I am 56 years old, so I was not expecting it to be at a "rock concert" volume, but for $15 / ticket for an event like this, one would think that the sound quality (and volume) would have been much, much better! A "regular" movie normally has better sound than what I experienced today. I could have stayed at home and watched the identical concert on YouTube for free (I understand a YouTube video would be different footage, etc. than the movie itself, but my point should be easily understood). Again, I am extremely disappointed and a bit annoyed that I wasted my money and time today. On a positive note, the popcorn was tasty, like it always is at this theater. I hope to receive a response from the owner / manager as I'm trying to be honest and kind at the same time. My initial plan was to leave 1 star and a more scathing review of the theater overall, but I thought that would have been needlessly cruel. I am certain other moviegoers already have or will very soon complain about the same issue. Thank you.

UPDATE:

Management contacted me immediately. They apologized and went out of their way to make me feel "heard." Outstanding customer service! Another reason this theater is wonderful....