Poor Customer Service - IMAX

We had visited Ster Kinekor IMAX theatre at Gateway on Friday evening the 27th March 2015. We were looking forward to watching INSURENT in 3D at IMAX. We had used the main self-service counter at Gateway. Nowhere through this process did any staff approach us to offer service or signage make us aware that the 3D projector for IMAX was not in operation. Not even the self-help menu had a special note that 3D is not in operation. We made our purchase which included special 3D glasses for IMAX, all to find out before we entered the theatre that the movie was been shown in 2D. Isn't this misleading the customer? IMAX tickets are not cheap, you even pay more when its 3D. No refund was offered on ticket prices. Only after querying about the glasses was a refund offered. The lack of customer service is appalling for a centre of this size. The staff lack training in customer service from the ticket sales right up to the confectionary stands to the person checking your ticket. Something needs to be done if you'll intend to retain you'll customer base.