Poor Experience

<p>I would like to lodge a complaint towards Sterkinekor Gateway. My wife and I booked seats in advance for the Fifty Shades Darker 20:30 show at Cine Prestige, Gateway on the 8th February. To our dismay, the seats were broken and very uncomfortable. We could not complain at the same time, as the cinema was extremely busy and it was quite late when the movie had ended. We watched the movie as we already had paid for the tickets. That same evening, my wife had sent a complaint through to Sterkinekor Theatres facebook page which we are a part of. There was no feedback given, until 3 complaints later, whereby sterkinekor took down my wife's details and then called her today. Nkosinathi from Sterkinekor Gateway branch contacted my wife and advised that there are certain seats that are blocked from booking as they are broken, and they were not aware that seats in cine prestige were broken, due to the high volume of customers that they receive daily, they cannot guarantee seats be in working condition. As seats tend to break at any time, without their knowledge which is total bull. He then stated that we cannot be compensated as the correct procedure was that in his words "I expected you to complain the same time, before watching the movie, in order to be compensated." He then stated that an investigation would be done to check IF the seats were really broken, and then he can provide proper feedback regarding the issue. He was extremely rude and abrupt and made us feel like we were lying and expecting compensation for no reason. This is highly unacceptable as we pay alot for the comfort of Cine Prestige and it feels like they are falsely advertised. 2 friends of ours had also gone through the same issue on the 10th February at cine prestige, they had immediately complained, so I do not understand how Nkosinathi could be so rude as to say that he was not aware of seats being broken. We come from service backgrounds and this is not good customer service at all. We will never use Sterkinekor again. </p>