No popcorn/Lack of communication

Good day,

I am a regular customer at N1 City Ster Kinekor & I really enjoy your movie theatre experience and services. I’d like to inform you I had a very unpleasant experience on Sunday at approximately 5pm. My partner and I arrived at about 5pm, bought tickets to watch Black Panther and stood in the line to get popcorn. Realizing we will miss a portion of our movie, as the popcorn line was quite long about 10-15 people in front of us and only 2 cashiers available, I went to swop our tickets for Den Of ******* which started at 5:30pm. Patiently waiting in line to be served, my partner & I chatted to pass time.

When we were served our cashier (A young female) informed us that they are making popcorn, slightly annoyed we ordered cool drink in the interim and we were then informed that they do not have coke. We then opted for an alternative and waited while our cashier went to the back (To check on the popcorn I assumed), she returned and told us they do not have popcorn after being informed that they are making popcorn and waiting in a line for about 20mins. I don’t understand how you can inform a customer that you are making popcorn and then inform them 5mins later that you do not have popcorn. What happened to the popcorn you were making ? As a movie theatre you should have been prepared for situations like this and in a situation like this the least you should do is inform all customers that you are out of stock of popcorn and coke. Yet your staff did not even have the decency to do that ? Customers had to hear from other customers that they were out of stock of coke and popcorn. After all what is a movie without popcorn ? I do feel that this is an essential part of the movie experience. Trying to keep calm, I asked if we were allowed to bring something else to eat into the movie and if someone could please inform us if they do get popcorn. This was allowed and the cashier said she would inform us if they received popcorn. My partner & I then went to get pizza at Debonairs, on the way out I saw a friend , who also happens to be a manager at Spur, that was entering the movie theatre. Approaching him to greet, I overheard the conversation he was having with a cashier at the ticket tills, the cashier confirmed that they have received coke (from Spur I assume). This was really upsetting as we were informed that they did not have coke. There was clearly a lack of communication amongst staff at this point. Already late, we got our pizza and sat down for our movie. I stood up mid-movie to use the bathroom and saw that the cashiers had popcorn. Going back into the theatre to get my purse (Note that this is not just an inconvenience for me but also disturbs other customers movie experience) I went to buy popcorn for my partner and I.

I am extremely disappointed & disgusted with your service at the N1 city branch, not only were you out of stock of popcorn but you also failed to inform customers when popcorn was available. This is unacceptable. I have been attending this branch for years and think highly of the Ster Kinekor brand but I have never been dissatisfied with your staff and services until now. Please do advise your staff that communication is key when providing a service (not only with customers but between staff as well). Do not hesitate to contact me.

Regards

An unhappy customer

Simone Abrahams

********** (cell)

********** (email)