Prestige Seats Broken

On Saturday, 10 February 2018 we visited the Prestige Cinema at the Grove Mall to watch 50 Shades Freed. I booked and paid for the tickets online on 23 January 2018 (Booking Ref ID: WT5W9NQ)

These tickets are more expensive than the normal cinema. Seeing that it was date night (arranging and paying for a babysitter of R300) two weeks ago, we thought we would go all out to watch this movie in the Prestige. Now can you imagine our disappointment when we walk into the cinema, with our popcorn and drinks and notice we cannot enjoy this expensive movie as the seats are broken!!

So we talked to the Manager and she only refunded ONE ticket. I explained to her then that it is a date night, we would like to go to the movies together (my husband and I) thus buying TWO tickets. She then refunded the other one. I then asked if there were no other way we could watch the movie (even if it was in another cinema) and she just said no, it’s all booked out (with an attitude like it is my fault). My husband then requested that they refund us the popcorn and drinks as well seeing that we will not be watching a movie. She then reluctantly refunded us.

I then confronted her by asking did they even know the seats were broken (take note, at least 6 seats were broken in that cinema alone). She indicated that it happened the day before. I then asked why did they not inform us when we collected our tickets and bought the popcorn. And she just shrugged. My husband was so angry, I thought he was going to get a heart attack. The staff were just like, “It is not their problem.”

I am extremely disappointed with the service at Sterkinekor the Grove Mall. And with the fact that we paid extra for the prestige tickets two weeks ago, plus a babysitter and then we can’t enjoy our date night because of broken seats and staff with attitudes. My husband and me used to love going to the Grove Mall movies. It is always clean and the staff always friendly. But on Saturday, I was shocked to see how things are just not well there. I will never go there again and I will never recommend anyone going there.

I really hope that you, as Sterkinekor do something about this. It is unacceptable!! I did send a email to Sterkinekor but have not received a response. CASE No: CAS-132435-C7D8W4