Bad service at Numetro Galleria

Good day, I recently visited Numetro Galleria Mall on the 14th of July 2024. After paying for my movie tickets, i was told by the cashier that we are no longer allowed to view the screen in order to pick seats.

The cashier, before picking my seat on her own did not advise me of this new procedure that Numetro had implemented. When i asked to view the available seating on the screen, she jus asked Middle, back or front. I then said i would like to see the seats available for the movie so that i can have a choice. She then said sorry we no longer show people the screen. This came after i had already paid... Thinking i am still to be told, to pick a seat as i normally have the chance to choose my seats when i visit any Numetro Cinema.

This i could not do at Galleria though.

Since the cashier failed to advise me prior to the transaction, of this new rule where the customer is now not allowed to look at the screen when paying in order to have a choice of which seats to pay for.

Instead the seats where forcefully chosen for me by the cashier.

I then told the cashier, but i want to pick my seats. She said to me unfortunately we dont do that we cannot show you the screen... Its no longer allowed here. I asked her why. She then said to me, Hai you can ask my manager, there is the manager coming.

So the manager comes, and i ask madam, why cant i veiw the screen to choose seats that i am paying for. She says sir we no longer allow it. Then i said, but since when. She tells me well its about a week now we stopped this, of showing the screen to people to choose seats. So i said then how should i know where i am gona sit an what is available for me to choose...then she says either youll say... Front row middle or back and the cashier will pick vacant seats for you.

So i said to her... I actually dont agree with that.

I visited another Numetro a day prior an they did not have any issue with allowing me to view the till screen to choose seats, the screen actually is made to rotate for the customer to choose a seat.

Then the manager tells me, no its our thing here in Galleria we are doing it. I asked doing? She says here we don't turn the screen because if we do turn it the plugs are getting loose an this system disconnects.

She said, but if you want you can choose seats on the self service terminal..

So i told the manager, but you are telling me about a self service terminal after i have paid here an been refused a opportunity to pick my seats that i am paying for. Why was i not advised of this new rule prior to me evan starting this transaction with the cashier, she did not advise me.

The manager then says sir i can come with you in the cenima an show you your seats.

I then explained to her, mam you are missing my point... You see i know how to enter a cenima an how to find a seat... Rows are in alphabetical order an seats have numbers.

My issue is that your cashier chose the seats without evan telling me of a new rule of the customer not being able to choose seating when buying a ticket... Instead she chose the seats for me an processed the transaction.

What is going on here.

Both cashier princess, and the manager decided to then tell me, but sir the cenima is quite... You can sit anywhere you want.

This comes now after they realise they cannot difuse the situation and that i am upset.

I then tell the manager an cashier... That if you are saying i must sit anywhere in the cenima because now you have forcfully chosen my seats knowing that i am telling you its not the seats i want. That is not procedure here... So if i buy seats an go sit anywhere as you say i must sit anywhere... What happens in the instance where another customer decides to get tickets for the seats i am now seated in since you want me to sit anywere... That can easily become a situation where i am seated in another persons paid seat an they will end up having an issue when they go to find there seat... Which could lead to an unnecessary and inconvenient situation for customers.

All this due to Numetro Galleria not having proper equipment in terms of Cables long enough , in order to allow customers view the screen, to select seating when buying movie tickets.

And at the end of it all... The customer is made to feel like we are at fault.

Can the relevant Authority, look into the issues and rectify so that other customers do not have the same issue.