Bad experience

<p>I sent this email to Ster-Kinekor 2 days ago, I received a email stating it has been forwarded to the regional manager for attention, yet I am still awaiting further communication and I believe this to be unacceptable.. the email follows including the story .</p> <p> </p> <p><br />South Africans, Believe it: You Can Retire at 48.<br />FinancikaSponsored<br />Learn more<br />Bad experiences<br />Jan 18, 2017, 9:43 AM<br />From Me<br />Details<br />Good day,</p> <p>I would like to inform you about the recent issues I have experienced at your Baywest branch in Port Elizabeth. Last night I went to watch the movie Ballerina with my girlfriend, her mother and child as they all love ballet and movies. We are regular movie watchers and we usually like to go to Baywest, because the facilities are the best in the area. Last night was really an awful experience and what is worse is that this wasn't the first time. <br />We arrived just in time to book tickets, we selected four seats and one large popcorn. As we proceeded to make the payment we used my girlfriend's mothers's cards to pay. One card got declined twice, but went off the account. The other got instantly blocked. This was a system surge, according the manager, on your side as she does have sufficient funds in the account. We decided to use my card and same thing occurred, but I realized that the money went off my account thus meaning it has gone off her mother's account. I tried calling someone to assist, but the only one that was at the counters was chatting up a storm, bearing in mind that we are now already late for the movie he went to find the manager. The manager advised us that there is a system surge and that is the cause of this issue and that we must just redo it to get the ticket. Highly upset, I advised that I can't swipe my card again as the bank would now reject it due to insufficient funds. Eventually my girlfriend had to get cash and pay with that as the money would return to our accounts within 48 hours. The manager stated that, "If it doesn't, you will have to come with account statements and the tickets for us to reverse it". The manager did try to help and let us go into the movie while she was getting the tickets and popcorn, which is highly appreciated, but 15 or 20 minutes of the movie was already over.</p> <p>I wouldn't take the time to email you if this was the first time, but about a month beforehand we had another issue with prestige. Firstly, with the booking of tickets, the system bombed out while booking seats, which prevented us from being able to book seats together. We were highly upset and asked for assistance. An assistant said that they will try and help get us seats together. We moved through to prestige to find that the service is offline, meaning we paid a lot more for nothing extra except the seats. In my opinion this isn't enough for such a difference in price that we had to pay. Once we were seated, another group of people came in and wanted the seats that we were told to sit in, this infuriated us and we decided we were not going to move. Other assistants came in to speak with us, while standing right in front of the screen, so that we can't watch. Eventually they managed to find different seats for these people. Because of the system being offline we had to go and order our own popcorn and the assistant said they will bring it through to the movie for us. In my opinion, there should be a warning when the systems are offline, or they should give discounted rates due to the fact that we are not getting the full service we are paying for with prestigious movies. They finally brought the popcorn and drinks,but they walked around in front of the screen, talking loudly and causing a scene which in fact interrupted the first 20 minutes of the movie.</p> <p>A similar occurrence happened yet again a few weeks later with system errors, that made us miss our whole dinner and make us late for the movie again. We are regular movie goers, but we are getting tired of the drama and unnecessary time wasted each time we go and try watch a movie. These bad experiences are putting me off returning to Baywest Ster Kinekor movies. (If I may add, we also miss the cheese spice!) I ask that you will please look into the situation, before you lose more support.</p> <p> </p> <p>Regards,</p> <p>Roelof Erasmus.</p> <p> </p> <p>I did not want to post this but as I have had no further communication I don't see another option.</p>