|Address:||5200 S Moorland Rd, New Berlin, WI 53151, USA|
Customer service is deplorable. My reason for saying this is recent occurrence; I entered the theatre I noted three cashiers - I approached the first one on the left - when the cashier behind the counter did not look up from writing a note on a small sticky note pad she was hunched over, I asked " is this register open?" The girl responded " she will help you", indicating the person at the register next to hers, around the partition, who was immersed in conversation with a boy leaning on the counter. I obliged however had to wait until the very busy girl blurted out a sting of explanatory statements about WHY she was too busy to take my money in exchange for three movie tickets. The cashier helping me, Sammi, finally began to process my ticket purchase. Now, I would surely have let the issue drop had the very busy girl not immediately assisted the patron who was right behind me in line! Sadly, that is what happened. Upon noting this, I addressed the very busy girl, stating that her assisting the Paton behind me and REFUSING to sell me tickets was not acceptable, and that I had a real problem with her doing that. I asked her why this had happened and she ignored me, refusing to respond at all. Typically i get decent service at this location, so I looked for her name tag so I could take the matter up with the theatre manager yet she was not wearing a name tag. I asked Sammi what the very busy, very selective girls name was and SHE refused to respond. When I asked why she would not tell me the busy, very selective girls name, Sammi said "theres the manager go tell him about your problem". Interestingly the manager tuned out to be the boy who had been casually leaning on the counter chatting Sammi up when I walked in. Upon approaching the boy, Josh, I learned immediately he had "already punched out". I asked him where I could find the manager on duty. Josh told me the manager had just gone to the office, and looked around a bit. At this point I realized there would be no benefit in actually lodging an official complaint with someone who really mattered, as the lack of disciplined customer service at the Marcus Ridge theatre is well beyond isolation to the two cashiers, it is pervasive- up through management level. As a laughable aside, just before the feature presentation a well produced advertisement starring the owner of Marcus theatre chain ran, touting the high standards of customer service deployed at Marcus cinemas, citing thorough training of all Marcus cinema staff members. Perhaps The very busy, very selective, super-secret named girl, Sammi, and Josh simply havent been to Customer Service training class yet.
I recognize that Zaffiros and Marcus are separate businesses, but theyve intermingled themselves here and while it seems like a good idea, Zaffiros completely tanked the experience. I walked in about 2 hrs before my movie was showing, anticipating dinner with some friends with plenty of time before the show. When I walked in the place was almost completely empty, 1-2 tables sat and a couple at the bar. I was still handed a buzzer and was told thered be a 15 minute wait while they set up for dinner. Reasonable, but weird. After about 25 mins, we talked to the manager because we still werent seated. Once we got a table, we got drinks relatively quickly, then our waitress all but disappeared. We talked to the manager 3 more times that evening, to get 1 meal, 10 minutes after the other 2 came, to get another drink order, and to get our check. All of us at the table have worked in service, all of us were as patient as could be, and even when we talked to the manager, it was just because he was the only staff we could find, and we kept it gregarious, but damn! The place was not busy enough to warrant this, and I dont know if its new, and theyre working kinks out, but its still really bad, even for that. The food was ok, we didnt ask and werent comped for any of the rotten service. The theater side was fine, comfortable seats, good picture, and sound. The whole experience theyre shooting for here is not going to be a good one if this restaurant keeps up like it is. Im giving it 2 stars because the theater part met expectations, but the restaurant was a 1 star experience at best.
Large and well maintained theater. It should be your go to place for new releases of the epic movies that must be seen on the big screen. Hidden bonus: For those that remember the Marcs Big Boy restaurants, you can still get that burger here. The concessions actually sells the Big Boy, so if you want a (not so healthy) taste of the past, order one. member? The on site bar is friendly enough, though thats a bit hit and miss depending on the staff you encounter at the time - but mostly good luck there. Is it just me, or is it a treat to grab a beer and walk into the theater with it. Speaking of eating drinking and watching a movie... The Bistro - An interesting experience worth trying once. My time trying it my friend and I were book ended between two gentlemen determined to get their drink and food on. You sit essentially in office chairs, and have your own space, but are still pretty close. Best case scenario is couples enjoying a romantic movie, sipping drinks and having apps. Worst case is you are sandwiched between to Comic Book Guys from The Simpsons and youre able to hear them struggle to breathe after devouring App #4. "Ooh, loneliness and cheeseburgers are a dangerous mix." Hopefully you and your date will have the former experience. All in all the theater is great, includes VIP seating, a bistro, an Ultra screen and ample parking.
Although The Ridge is the closest Marcus Theatre to me, its not my favorite, primarily due to what Ive considered to be sound quality issues experienced in some theatres there as compared to The Majestic. The customer service is about the same as other Marcus theatres though. At peak times the service is slow due to low staff levels and guests not knowing what they want to see, buy or do. Recently, Ill state that the conditions of the restrooms were less than desirable. The two mens rooms were not that tidy and the paper towel dispensers were out of order in one -- not cool management. Still, the movie experience is not bad. I just dont prefer this theatre and use it as a Plan B for when shows and/or timing selections just dont work out for The Majestic.
Ill keep this short. This location has lost a customer. Another movie goer decided to start an issue with me and when i wouldnt give into her she went to get the manager. The manager took her side and tried to make us leave the theater with a refund. I refused since its christmas and I wanted to see the movie. He then threated to call the cops. I told him to go ahead. He didnt and ended up leaving us alone. All this because my foot was touching the back of the womans chair. Touching...not kicking or anything after she decided to sit in front of me when 98% of the theater seats were still open. I do not take to being threatened and i am not a child that is scared of police. This whole situation was crap and handled in the worst way possible by management.