Nu Metro cancels Star Wars Rise of Skywalker in middle of film and refuses refund for snacks and 3D glasses

We have been customers of Nu Metro Hyde Park for many years, and it is unfortunate that we have had such a horrible experience watching one of the biggest movies of 2019 - Rise of Skywalker.

During the 9h45 show, the show stopped twice. The first time, was during the preview, and the 2nd time was during the movie, interrupting the entire momentum of the movie.

Although new tickets were offered, having the movie interrupted half way through, means that some of the magic of seeing it for first time with momentum is lost.

However, that isn't the bad part - we had a terrible experience with one of the staff members - Tubise. When she offered new tickets, we asked her for popcorn and 3D glasses to be refunded or offered for when we return to watch it again. She refused and said there is nothing she can do. When we asked to speak to a manager, she said that management won't do anything either. This is unacceptable. Although we can understand technical difficulties, not being accommodating to our request where we have paid more money for the snacks and 3D glasses than for the cost of the actual movie is unacceptable. Our money today has been wasted. And when we return to watch it again due to Nu Metro's error, we would need to still pay money for the experience at your snack section. Come on - what kind of service is this for an experience that costed us R500 for 2 people. We don't expect this kind of service from Scene VIP.

Additionally, please stop using loadshedding as an excuse. There has been no loadshedding during the last 4 days. Yes, you might have been experiencing technical issues with the projector due to earlier loadshedding. But this is the opening weekend for one of the biggest movies of the year. And our concern was never with the technical issue, but with the snack refund - Using loadshedding as a way to get us to leave after we insist on a snack refund, is where your customer service has failed us. You should have listened and attempted to understand that we were frustrated with the money wasted on snacks, that you refuse to refund.