Disgusting service /Disgusting Complain line

Hi, We visited the Sandton Prestige 15/02/2016 the movie slot was for 8:15pm ...at 8:20 pm the movie theatre wasnt even cleaned yet, only the first 3 rows , we were told we could go in and had to wait another 10 minutes just standing at the seats waiting for the lady so it could be cleaned , when we eventually sat down the seat wasnt working ( reclining ) i called for a manager to no avail , eventually had to go and get someone to assist which was the projectionist!!! who fiddled with the seat for about 10 minutes and eventually just t removed the outer ring of the control panel this was already while the MOVIE had started and not to mention extremely unsafe if it short circuited , We do not pay premium prices for an average experience , your carpets are dirty and disgusting and the service is quite bad .... I complained immediately however 8 days later and no response Ref 30998. i keep getting emails advising someone will be in touch when the manager is in ...the manager is never in?