Shocking experience with Ster Kinekor

I would like to share an experience that I have had with Ster Kinekor rosebank as well as customer service. Below is the original email complaint I sent through to Ster Kinekor customer service based on my experience at The Zone Rosebank.

"I would like to lodge a complaint about the experience at The Zone Rosebank on the 24th February 2018. I'll simply go through the events of our time there. I had booked for Padmavaat, at 7pm. I arrive at 6:30 at the ticket pickup terminal only see that the queue was rather large. It takes me 20 mins to access the terminal only to find out that my ticket number is not picking up. So I was advised to go to the ticket booking area. There was only 1 helper at this place. Again this queue was ridiculous, obviously because there was only one helper. After getting my ticket well past 7pm, we enter the cinema. Halfway through the movie the screen turns off. After about 15 mins it comes back on and the movie was not even rewinded, Then there was no sound too. The experience was just horrible and I would not advise anyone to go there. No explanation was given, no refund was offered and this is unacceptable."

After I sent this email. I only received an automatic reply with a case no. from Ster Kinekor. After not hearing from them for a week, I proceeded to call in. The helper(Euford - If i spell it correctly) tells me that someone will contact me "soon". "Soon" never arrived, so I called in again after a couple of days more. This time the helper tells me that he will inform someone in his department and that it will be attended to. Again no one gets back to me. Then today I call in for the third time. I was rather upset and told the helper that this is not the first time I have called in, so he says that it will be communicated with the department and I should get an email soon. "Soon" actually arrived this time. However the response in the email was less than satisfying. I am basically told that I would need to go to the Zone with proof that I was there to watch the movie initially, then I would be allowed to watch the movie again. I stay 35km's away from this place. The only reason I went there initially was because it was my moms birthday. Also the response stated that everyone was offered re-admission vouchers on the night. I did not even see a staff member helping anyone. As stated in my original email, you guys were seriously under staffed. I mean if this was the case then logically you make an announcement to everyone or send an email or sms as you already have most peoples details from ticket purchases.

I still have my tickets from the night. Right now I am disgusted with Ster Kinekor especially since it is a lot of money that we spend there.