2 Bad experiences in 2 days

I went to Baywest and stood in the "cash" que and there was no one to help us, instead the employees stood behind us chatting to one another. After waiting a while they finally realised there were customers. We wanted to use our complementary tickets and then the woman told us that the movie that we wanted to see is "no complementaries", however there was no sign that said so. The next day we came back and decided we will just pay cash to see the movie. Someone else helped us and then said that we COULD use our complementaries to see the movie. So when I wanted to use my complementary, I found out that I have never received my birthday movie on my sterkinikor card. We were extremely dissapointed in the service we received. This is in fact not even the only bad experience we have received there.