SK Eastgate shocking lack of service

The service at Eastgate is shocking. Yesterday their system wasn’t working, people were trying to book tickets, nobody bothered to inform us what was happening, we instead could overhear the staff talking amongst themselves saying they’ve called for help. Some patrons had already paid for their tickets but their tickets couldn’t be printed, some had already bought snacks but they couldn’t buy tickets, I had already bought a ticket for my son his movie had already started so I had to wait for his movie to finish, I couldn’t go home so I decided to wait and seek assistance so I can also watch a movie while waiting. The staff was unbelievably clueless and didn’t communicate to us at all, patrons who were affected were literally coming up with possible solutions and presenting these to the staff, it was actually embarrassing. I was directed to the manager, who was just as clueless and offered no solution at all. I was one of the patrons that suggested a possible solution to my problem, I wanted to watch a movie using a complementary ticket on my SK card, I told them to record my SK number and they would process it while I’m watching a movie because my movie was about to start. The manager passed on my solution and asked her subordinate if she could do that, imagine my disbelief. I then insisted to do and I went inside, the movie had already started. I couldn’t even buy popcorn. About half an hour into the movie, that staff member that assisted me walks into the theater and says to me I should come with her because they don’t see the complimentary ticket on my SK card, how shocking!!! I was expected to leave the theater while a move that I walked in 5min into is still playing so I can help them sort out their incompetence???? What’s that? I refused, gave her my vitality card and said i’ll Sort it out after the movie.

I go to Ster-Kinekor East gate often, and 80% of the time I’m there these bound to be a problem with their system, although not as bad as yesterday . And their staff never communicates to patrons, even when they know there’s a problem. This on-line system is great, but obviously only when it works! How do they not have back-up for these issues? Surely they should.... and it happens often enough for them to highlight this as a weakness and put measures in place to work on it.

And lastly Ster-Kinekor please train your manager and staff on customer service, communicating to customers and some sort of troubleshooting when these glitches happen! As frustrating as the issue with the system is, it’s even more frustrating when patrons are not being told anything and staff is walking around aimlessly