Horrible customer service.

Booked two tickets for a movie and ordered combos at Grandwest Cinecentre, only to sit in a theatre for 30 minutes , with the screen off and no sound, thereafter a staff member came in to inform us that the projector was overheating and that’s why the movie could not play. Was told I would be refunded for my two tickets which are not cheap , snacks as well. The same staff member who came in to inform us about the projector issues took down our details for refund purposes , which was 9 days ago , said that head office will email me personally for my banking details for a refund to be processed, 9 days later and im still waiting for my refund.