Disappointing experience

To whom it may concern, 28-12-2017 Dear Sir/Madam,

After a few weeks of hearing about Ilanga Mall (fresh and sassy) we looked forward to taking a drive there. On the 26/12/2017 my partner and I drove for 2hrs 30mins. In deed the mall kept to its praises…. fabulous with so much variety to choose from. I will personally grade Ilanga mall on the class of Sandton city Joburg and V&A Waterfront Cape town.

My partner and I decided to wind up our day’s experience with a movie. We were glad to find Ster-kinekor in the mall as it’s our favourite. We hoped that it wasn’t too late to watch ‘The kidnap “movie.

At 8:10pm we walked in the theatre straight to the cashier desk and requested the movie of our choice. The only available time slot of the movie was at 10:15 pm. Well we thought since we’ve had a good shopping experience here at Ilanga we would hold on the extra 2 hrs for our movie.

At 10:10pm we had our pop-corns and drinks seated and ready to enjoy the movie. The screen went blank. We thought this would start again when the main movie came on but it did not. My partner went to report, the manager on duty(Sibusiso) tried to contact the projectionist to rectify the fault but to no avail. When we were outside, the manager came out of the room saying he will be refunding us our money. My partner requested to know the explanation as we wanted to really watch the movie, it was never to get our money back. The duty manager(Sibusiso)explained how it took long to get hold of the projectionist (Martin Rossouw) and when he got through him, he was of little assistance stating that we given our refund. We were totally unhappy with the poor attention to detail and hearing our cry.

My Partner and I were bitterly disappointed as we had driven all the way from our home in Ermelo 210kms to Nelspruit (Ilanga Mall) and to experience this. We missed the movie we were excited to see because it was not set to show (no-none of the staff was aware of this) and waisted most of our precious 2 hrs time waiting for the movie which we could have driven back home with great memories of Ilanga mall.

I would like to ask Ster Kinerkor to please up their service and not to mislead customers with such surprises. (Sometimes it’s not about the money…it’s about the experience)

I would like to request that Ster Kinekor makes amends in some way in order to rectify the situation and restore confidence in this cinema as we are regular customers.

Thank you for your response.