Based on recent customer reviews, Nu Metro is drawing heavy criticism for operational breakdowns across branches including Menlyn, Gateway, Cavendish and The Glen. Customers repeatedly describe long ticketing queues, self-service kiosks that fail to print, missed movie starts, broken or unclean seating, non-functioning 4DX and air conditioning, and unresolved refunds. Complaints about dismissive managers and unanswered helpdesk contact are common. Positive voices highlight Canal Walk's VIP recliners, strong sound and screen quality, and friendly, hardworking counter staff, showing the premium experience delivers when systems and service hold up.
TrustIndex
2.3
NPS Score
-59
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Nu Metro
What do customers say about Nu Metro?
Based on recent customer reviews, Nu Metro is drawing heavy criticism for operational breakdowns across branches including Menlyn, Gateway, Cavendish and The Glen. Customers repeatedly describe long ticketing queues, self-service kiosks that fail to print, missed movie starts, broken or unclean seating, non-functioning 4DX and air conditioning, and unresolved refunds. Complaints about dismissive managers and unanswered helpdesk contact are common. Positive voices highlight Canal Walk's VIP recliners, strong sound and screen quality, and friendly, hardworking counter staff, showing the premium experience delivers when systems and service hold up.
Is Nu Metro trustworthy?
Nu Metro has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 35 reviews in the last 12 months. Hellopeter has tracked Nu Metro across 648 total reviews. How is the TrustIndex calculated? →
Recent reviews (35)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2026
Cinema resurrected!
It is indeed a great pleasure to go to Nu Metro cinemas. Things have taken a 360 degree turn in the world of cinema. I am pleased to see how fully booked cinemas have evolved. All the popcorn cashiers have worked tediously to keep their calm under the pressure of long queues. Just one problem noted was the fact that there needs to be more easy flowing service so patrons don't miss the time slot of the movies. Some patrons only gets in half hour after the start of the movie. Your staff works timeously and with great accuracy to accommodate the patrons. On the whole the service is superb under the circumstances! Another factor is the long strips of paper for tickets which is so irritating to fathom. There has to be a no paper solution with smart phone technology. On the whole the process still works OK presently but can be improved. I love the sound of Nu Metro and the screen quality of high pixels. The ambience and food service is also excellent Well done to Nu Metro!
1 reviews | Active since Jun 2026
Cinema resurrected!
It is indeed a great pleasure to go to Nu Metro cinemas. Things have taken a 360 degree turn in the world of cinema. I am pleased to see how fully booked cinemas have evolved. All the popcorn cashiers have worked tediously to keep their calm under the pressure of long queues. Just one problem noted was the fact that there needs to be more easy flowing service so patrons don't miss the time slot of the movies. Some patrons only gets in half hour after the start of the movie. Your staff works timeously and with great accuracy to accommodate the patrons. On the whole the service is superb under the circumstances! Another factor is the long strips of paper for tickets which is so irritating to fathom. There has to be a no paper solution with smart phone technology. On the whole the process still works OK presently but can be improved. I love the sound of Nu Metro and the screen quality of high pixels. The ambience and food service is also excellent Well done to Nu Metro!
1 reviews | Active since Jan 2019
Numetro - Broken VIP Seat Cavendish
Hi there, I am writing to formally express my extreme dissatisfaction and disappointment with the service I have received from Nu Metro Cavendish. I attended the 10:45am Spider-Man screening today in Cinema 3 VIP and had booked seats I1 and I2. Unfortunately, seat I2 was broken. I reported this to a member of staff before the movie started and was assured that someone would come and attend to the issue. Nobody came. As a result, I was forced to watch the entire movie in a broken seat, despite having paid a premium price for the VIP experience. This is simply unacceptable. If a seat is not functioning properly, it should either be repaired before customers are seated or the customer should be offered an appropriate alternative. Being told that someone would attend to it and then receiving absolutely no assistance is particularly disappointing. What makes this even worse is that this is now my second very poor experience at the Cavendish branch. I also contacted Nu Metro Cavendish by email on Monday regarding my previous experience. I received a response asking me to provide my phone number, which I did on Monday. Since then, I have heard absolutely nothing — not even an acknowledgement or apology. I find this level of service and follow-up appalling, particularly from a cinema that charges a premium for its VIP offering. The lack of urgency and basic customer care gives me very little confidence that customer complaints are being taken seriously. At this point, I am genuinely questioning why I should continue supporting Nu Metro when my recent experiences have been so consistently disappointing. I cannot see myself returning to Nu Metro Cavendish in the future unless there is a meaningful response and explanation for how this was handled. I would appreciate a formal response addressing: Why a broken VIP seat was allocated to a customer in the first place. Why, after reporting the issue before the movie started, nobody came to assist me. Why my previous complaint has effectively been ignored after I provided the requested contact details. What Nu Metro intends to do to address this experience and prevent it from happening again. I look forward to receiving a response that goes beyond a generic apology and actually addresses the issues raised above. Regards, Unhappy Movie *****
1 reviews | Active since Jan 2019
Numetro - Broken VIP Seat Cavendish
Hi there, I am writing to formally express my extreme dissatisfaction and disappointment with the service I have received from Nu Metro Cavendish. I attended the 10:45am Spider-Man screening today in Cinema 3 VIP and had booked seats I1 and I2. Unfortunately, seat I2 was broken. I reported this to a member of staff before the movie started and was assured that someone would come and attend to the issue. Nobody came. As a result, I was forced to watch the entire movie in a broken seat, despite having paid a premium price for the VIP experience. This is simply unacceptable. If a seat is not functioning properly, it should either be repaired before customers are seated or the customer should be offered an appropriate alternative. Being told that someone would attend to it and then receiving absolutely no assistance is particularly disappointing. What makes this even worse is that this is now my second very poor experience at the Cavendish branch. I also contacted Nu Metro Cavendish by email on Monday regarding my previous experience. I received a response asking me to provide my phone number, which I did on Monday. Since then, I have heard absolutely nothing — not even an acknowledgement or apology. I find this level of service and follow-up appalling, particularly from a cinema that charges a premium for its VIP offering. The lack of urgency and basic customer care gives me very little confidence that customer complaints are being taken seriously. At this point, I am genuinely questioning why I should continue supporting Nu Metro when my recent experiences have been so consistently disappointing. I cannot see myself returning to Nu Metro Cavendish in the future unless there is a meaningful response and explanation for how this was handled. I would appreciate a formal response addressing: Why a broken VIP seat was allocated to a customer in the first place. Why, after reporting the issue before the movie started, nobody came to assist me. Why my previous complaint has effectively been ignored after I provided the requested contact details. What Nu Metro intends to do to address this experience and prevent it from happening again. I look forward to receiving a response that goes beyond a generic apology and actually addresses the issues raised above. Regards, Unhappy Movie *****
1 reviews | Active since May 2012
NU METRO - no wonder movies are closing down
Actually dont know why I write a review as I see Nu Metro does not reply. But we went to the movies for the first time in 5years on Sunday the 9th @ MENLYN. SO shocking. Everyone is friendly, but there is NOT ENOUGH STAFF. You should be able to see that your ticket sales are high/movies prebooked and ensure you have enough staff. It was totally chaos. Why if you book online, you cant print your own tickets? Then you have to still stand in a Q to get your tickets. There was only 2 people assisting with food. Most people missed the beginning of their movies. Its chaos and exactly why we never go to the movies anymore. Shocking
1 reviews | Active since May 2012
NU METRO - no wonder movies are closing down
Actually dont know why I write a review as I see Nu Metro does not reply. But we went to the movies for the first time in 5years on Sunday the 9th @ MENLYN. SO shocking. Everyone is friendly, but there is NOT ENOUGH STAFF. You should be able to see that your ticket sales are high/movies prebooked and ensure you have enough staff. It was totally chaos. Why if you book online, you cant print your own tickets? Then you have to still stand in a Q to get your tickets. There was only 2 people assisting with food. Most people missed the beginning of their movies. Its chaos and exactly why we never go to the movies anymore. Shocking
1 reviews | Active since Feb 2025
Nu metro emperors palace
Wow. What an awfull experiance. As per the internet the cinima should be opening at 10am they only opened at 10:30. Our movie started at 11am. We where waiting outside the cinima till after 11am as they where still busy cleaning up after the previous night and when we all decided that we where not waiting anymore as it is past 11 already we all went it 🤮. I have never seen a cinima that dirty!! We didnt even use the cup holders and we wasnt very happy sitting on the seats and nothing was clean. Why are you open late? Why is the cinima not cleaned the previous night!!! This was such a let down
1 reviews | Active since Feb 2025
Nu metro emperors palace
Wow. What an awfull experiance. As per the internet the cinima should be opening at 10am they only opened at 10:30. Our movie started at 11am. We where waiting outside the cinima till after 11am as they where still busy cleaning up after the previous night and when we all decided that we where not waiting anymore as it is past 11 already we all went it 🤮. I have never seen a cinima that dirty!! We didnt even use the cup holders and we wasnt very happy sitting on the seats and nothing was clean. Why are you open late? Why is the cinima not cleaned the previous night!!! This was such a let down
1 reviews | Active since Apr 2025
Worst experience ever at Nu Metro Menlyn.
Unfortunately, I only checked the reviews while I was already standing in the long queue. Had I checked them beforehand, I probably would have chosen another cinema. The customer service was extremely poor, communication was lacking, and the overall experience was frustrating and disappointing. The long queues and lack of proper communication made the experience even worse. I understand that cinemas can get busy, but customers should still receive basic communication, organisation and decent customer service. Don’t waste your time. I definitely won’t be returning to Nu Metro Menlyn.
1 reviews | Active since Apr 2025
Worst experience ever at Nu Metro Menlyn.
Unfortunately, I only checked the reviews while I was already standing in the long queue. Had I checked them beforehand, I probably would have chosen another cinema. The customer service was extremely poor, communication was lacking, and the overall experience was frustrating and disappointing. The long queues and lack of proper communication made the experience even worse. I understand that cinemas can get busy, but customers should still receive basic communication, organisation and decent customer service. Don’t waste your time. I definitely won’t be returning to Nu Metro Menlyn.
1 reviews | Active since Jun 2026
Numetro Gateway
Went to watch Spiderman at the gateway numetro on the 02 August 2026. What a disappointing experience due to poor customer service. The self service ticket machine was not printing the tickets.. How ridiculous ..I had to wait 30 minutes in a line to reprint tickets. To encounter staff who do not even bother to greet you and act like they doing you a favor. Even when getting drinks and popcorn we requested a holder but the women serving us just ignored the request. Going to the movies suppose to be enjoyable not causing fustration. Please sort out your pathetic service.
1 reviews | Active since Jun 2026
Numetro Gateway
Went to watch Spiderman at the gateway numetro on the 02 August 2026. What a disappointing experience due to poor customer service. The self service ticket machine was not printing the tickets.. How ridiculous ..I had to wait 30 minutes in a line to reprint tickets. To encounter staff who do not even bother to greet you and act like they doing you a favor. Even when getting drinks and popcorn we requested a holder but the women serving us just ignored the request. Going to the movies suppose to be enjoyable not causing fustration. Please sort out your pathetic service.
1 reviews | Active since Feb 2026
Missed 30 minutes of my movie because I had to print out my ticket!
I missed 30 minutes of Spiderman Brand New Day because I had to print out my ticket that I booked online. Got to the cinema and it was crowded with a long line to print out the tickets and buy the 3D Glasses!! WHY DONT YOU HAVE BARCODES/QR CODES TO SCAN TO GO DIRECTLY INSIDE???? Living in the damn stone age! It was at the gateway branch btw. Also, it's just a waste of ticket paper, go digital, do better Nu Metro
1 reviews | Active since Feb 2026
Missed 30 minutes of my movie because I had to print out my ticket!
I missed 30 minutes of Spiderman Brand New Day because I had to print out my ticket that I booked online. Got to the cinema and it was crowded with a long line to print out the tickets and buy the 3D Glasses!! WHY DONT YOU HAVE BARCODES/QR CODES TO SCAN TO GO DIRECTLY INSIDE???? Living in the damn stone age! It was at the gateway branch btw. Also, it's just a waste of ticket paper, go digital, do better Nu Metro
1 reviews | Active since Jul 2025
Nu Metro Menlyn Pretoria: Unpleasant
Nu Metro in Menlyn was an unpleasant experience. The ticket kiosk is slow and doesnt print all your papers (which is also unnecessary) then you need to queue again to reprint. The snacks kiosk is extremely slow and confusing. The seat numbers are wrong so you dont know where you are supposed to sit
1 reviews | Active since Jul 2025
Nu Metro Menlyn Pretoria: Unpleasant
Nu Metro in Menlyn was an unpleasant experience. The ticket kiosk is slow and doesnt print all your papers (which is also unnecessary) then you need to queue again to reprint. The snacks kiosk is extremely slow and confusing. The seat numbers are wrong so you dont know where you are supposed to sit