Inconsistent service!!!

I have never had a problem with Ster Kinekor until this Sunday, and I was so disgusted that I didn't even want to watch my movie anymore.

For the past 3 years my husband and I have religiously watched movies at The Grove Mall atleast twice a month. Religiously buying a bubble tea (the reason we travel an extra 10km to watch movies at The Grove) and then popcorn and water from the Ster Kinekor movie counter. This has NEVER been a problem!!!!

Much to my disgust after 3 years of doing this, this is now all of a sudden a problem. Stopped by one of your staff members, we weren't allowed in with my bubble tea. After speaking to the manager explaining our routine for the past 3 years, we have never been stopped and we still support the cinema by buying popcorn and water but now that we know we wont buy 1 beverage from another store again can we please just have an exception for today as we dont want to spend more money buying more beverages when we already have - there was still no compromise.

The manager kept pointing to the board and mentioned that theres apparently a notice in the cinema. As I do respect the policies of the cinema, having a notice hiding behind movie adverti*****t boards and a "announcement" (which Ive never seen or heard by the way) in the cinema is not quite the place to make your consumers aware that they not allowed to bring other beverages/snacks into the cinema. You should make them aware of this on the purchase screens of buying the tickets and infront of the cinemas.

Well - this bad service and lack of compromise from your side did put me off my movie and ask for a refund, the manager said I will get a call to ask why we requested a refund. 3 Days later and Im still yet to receive a call. So does the bad service run throughout Ster Kinekor?

So the math in my head goes like this.

Our tickets R144.00 Popcorn estimate R60 Water R20 Astros R40

Thats R264 in total

So my bubble tea of R34 is apparently worth your loss of R164.00 which was refunded to us after the lack of understanding and compromise from your side.

Isn't that an interesting way of doing business and providing good service. So before you get your staff to wear hats with rate my service numbers on, maybe you should start fixing the service provided by your managers and have visible and consistent policy implementation.

Thanx for wasting my time and money on Sunday!!!! P.S. this is a great way to treat loyal customers.