Disgusting Service and Unhelpful Head Office

<p>On 27 November 2016 I booked online to go and see a movie at Gateway.</p> <p>When the confirmation email arrived, it stated Bayview which is a cinema in Port Elizabeth.</p> <p>As I do not live in PE I phoned the customer care line to change the venue of our movie.</p> <p>I was told that I would have to cancel that ticket and I would be refunded and that I could then rebook with them on the phone. I was also told that I had made a mistake and that it was my fault and so on. My profile that I created online with Ster Kinekor has my cinema set as Gateway and I always double check my selections before allowing a company to take my money online. So my fault? I don't think so. But thank you so much for making me feel so stupid and disrespected on the phone.</p> <p>Now, I had used my vitality card to get the discount as we were planning on going to Cinema Prestige which is very expensive, but when rebooking my ticket I was told I could not use it again as it had appeared on the system that we had already seen the movie (with the ticket which had just been cancelled).</p> <p>Whilst annoyed, we really wanted to go and see the movie so I paid the full price. The lady on the phone took my card details and processed the payment which came off my account immediately.</p> <p>I waited for 45minutes for my online confirmation email, as we would not be able to go to see the movie without it, and it still hadnt arrived. So I phoned back to customer care. They were having an IT problem with their system and could not book my ticket.</p> <p>My question is, as a company, how can you take someones card details and process their payment without booking their ticket???</p> <p>Ok, so we didn't even end up going to see the movie, much to my anger, but it is what it is.</p> <p>No it's time to organise my refund for the 2 tickets totalling R419.00</p> <p>I spoke to so many people I actually lost count. Some of these people including Sumaya Salie, Lindiwe Shabangu, Luleka Sithole and a lady name Vigien.</p> <p>I was told that the refund would take a couple of days as it was considered a cash refund. Cool no problem. I had to then send my bank statement and sign an indemnity form twice as the first time it had mysteriously disappeared.</p> <p>Days went by and after 2 weeks I decided to phone again. No, there is a back log with the refunds I was told. Not My Problem! And no email or phone call to keep me in the loop or anything.</p> <p>I had then proceeded to email every day or 2 to follow up and my emails remained unanswered day after day. I have an email feed a mile long to prove this and still I had no money back. </p> <p>On Wednesday 3rd January I decided to phone yet again and speak to the supervisor on duty, Vigien. She had told me that everyone had been on leave and that there was a back log with the refund process in their finance department. Again, Not my problem. </p> <p>It had been 38 days since I was told I was going to be refunded and in my opinion this is an absolute joke.</p> <p>Vigien seemed to be the only one who managed to actually help me and on the 4th January, I was told that the payment was going to be made that day.</p> <p>Today is the 6th January and I FINALLY received my refund, a wopping 41 days after the refunds were promised.</p> <p>Not to mention that your online customer service email address auto response promises a response within 24 hours. LOL, 2 days went by before I had to call your company!</p> <p>I don't even want to think about how much airtime I have spent trying to get my money back.</p> <p>Anyways, I will NEVER be using your company ever again as I am DISGUSTED by the way that you conduct business and I will advise anyone who asks not to either.</p> <p>Shame on you!</p> <p> </p>