Poor service from Candlelight Concert

I am writing to lodge a formal complaint regarding the Candlelight Concert – Vivaldi’s Four Seasons scheduled for 18:00 in Port Elizabeth on 16/08/2025.

We arrived at the venue entrance at 18:05 because we were unable to find secure parking near Baakens Street, and were forced to park further away in the dark, in an area without security. We even had to request that security open the gates into the venue, they were reluctant to let us in, leaving us in the dark and we had to request to be addressed inside as we did not feel safe outside. The directions provided were also not easily accessible, which added to the delay.

Despite arriving only five minutes after the start time, we were denied entry and told we could not watch the show. To make matters worse, the Fever organiser on duty, Ms. Zanele Cumbe, was rude and dismissive in her communication with us. This was unprofessional and compounded an already upsetting experience.

We had paid in full for our tickets yet were prevented from accessing the service altogether. Given that our slight delay was directly due to the unsafe parking conditions, poor accessibility, and the lack of clear directions—not negligence on our part—and considering the unacceptable manner in which we were treated, I request a full refund of the tickets to the original method of payment of R1100.