B&B Theatres Shawnee 18 — Local services in Shawnee

Shawnee 18 was special to our family. We use to only go to this theater but in recent years it has fallen into increasing disrepair, filth and poor management. Since Covid, the leather texture of the reclining seats have cracked and worn off. It looks and feels gross. Whether or not you get a recliner that actually works has become a lottery. Our experience last night put the final nail in the coffin. We arrived 35 minutes before our movie to order food. We got all our food except for the hot dog and fries meal. After 25 minutes we flagged down an unfriendly manager, she disappears into the kitchen for a while. When she finally returned so did her bad attitude. No apologies, just a bunch of excuses about why her staff didn't see the ticket. When we asked how much longer, that we're missing the previews. She blamed us for waiting at the food counter instead of waiting at our seats. She told us that we were given pagers for a reason. The hot dog came out after a total wait time of 45 minutes. The fries where missing. Asked the manager about the missing fries, she gets upset and demands the receipt. We didn't get a printed receipt, just a pager associated with our food ticket. Why couldn't she just go back and look at the ticket associated with our pager? By this time we've already missed the previews so we decided to end the argument and race to our seats without the fries that we paid for. Got to our seats right as the movie started. 10 minutes into the movie, all the theater lights were still on. Husband left the theater to ask the manager to shut off the lights. Some of the light shut off but not all of them. Took a few more minutes before the rest were shut off. Leaving the theater, we stood under the marque to talk about the movie but dying strobing light bulbs had us rushing off. Our group spent over $300 on tickets and food. We did not get the fries we paid for or the magic promised by B&B theaters and absolutely zero apologies. We will not be coming back. THANKS FOR KILLING THE MAGIC OF THE MOVIES...

For starters my family and I absolutely love B&B.. So much so that we were regular customers when the theater was called West Glenn. We frequent the theater every other month, sometimes a few times a month.

We often attended your screen play feature, for the amusement of our child. What an amazing idea. The last time we attended your screen play was around early March, to see the My little Pony movie. And screen play was as we thought it would have been today. But today the children got to play prior to the movie but unlike times past there was no recess in the middle of the movie? We don’t mind the cost when we are getting what we believe we a paying for. But we had no idea there had been changes made to the screen play feature and feel as if we did not get what we thought we were paying for..

I asked to speak with the manager on duty and was passed around three people before I saw the name tags have job titles on them, I found Maddie (the manager on duty). At first she was polite and answered my questions. Until I let her know we have been to screen play after the time she told me a change was made (she said she wasn’t 100% sure when a change occurred but she thought it was around February 2018). And her statement back to me was pretty aggressive and she basically called me a liar. By saying “well I know for a fact that’s not true” was her response back to me when I told her we attended screen play with the recess in the middle of the movie in early March. I know for a fact that when we attended earlier this year there were no changes made to screen play.

I just wish we new of the changes made. And when I went to inquire about the changes made that I was treated with some basic common courtesy. I’ve worked my entire career in a customer service based profession and with how I was treated today left me shocked and blown away. Overall just very disappointed and discouraged about how everything transpired. My family and I definitely left not feeling the magic of the movies...

I have always loved this movie theater. But I have been disappointed in my last several visits. Yesterday we went to see Thunderbolts and paid $32 for one adult and one child for a daytime showing in the Grand Screen Theater. I get it, it costs a lot. The price of everything is going up. It's just not worth what you get. If I am going to pay that kind of money, the experience better be top notch. Plus there is an expectation of an elevated experience in the Grand Screen Theater, and those expectations were definitely not met. We got to our seats and mine is broken. It's incredibly jerky, loud and ultimately lopsided when reclined. I thought it was going to break in half. Honestly it was embarrassing. During the movie, there were flying insects. Not only annoying when flying near me, but annoying when flying in the projection. This happened the last several times we have been there. Why are there bugs? It just ruins the experience. Then to top the whole thing off, played a real life game of Mario Kart in the parking lot, dodging potholes. Like I said, I have been a loyal B&B customer for years. But Cinemark is cheaper and the recliners are way more comfortable, and heated. It's all about the whole experience for me. B&B is clean, has very friendly staff, and offers that family owned experience I want. But I can't enjoy the magic of the movies when I'm overcharged and uncomfortable. I really hope some renovations are...