Ster-kinekor bad customer service

On the 17th of March we went to cape gate sterkinekor for a movie to avoid the load shedding... we bought our tickets online and we watched about the first 10 minutes of the movie when load shedding striked... unfortunately the generators never kicked in and they said if we wanted to wait abit to see if it works we can or wait for a refund or complimentary tickets... we waited for about a half and hour and then decided to leave... everyone from each movie wad in the line and we waited fr abwt 45 min and wasnt even close to the front i decided to email ster kinekor and they responded giving me the following case number Reference Number : CAS-189904-W5Z6J0 but that was it they requested documentation and i sent it and after that i kept getting emails back and forth saying they havent received anything and the case will be closed... im highly ****ed off as it is the 02 of May and i never received a refund or maybe even jus mine and my husbands tickets to watch another movie on another day... i waisted money on popcorn combos and it all went to waste... really pathetic service and i would rather go to numetro from now onwards i even called the call centre to try and assist and the guy rather told me that he cant help me... absolutely pathetic...