Ster-Kinekor has ****** from me

On 31st December, my family and I decided to take our youngest sister to the cinema for the first time to see Frozen 2 at Ster Kinekor in Cavendish. What should have been a fun and exciting experience, slowly turned into a nightmare.

After waiting in line at the concession stand, we were told that you couldn't just purchase popcorn over the counter and that we would first need to the visit the self-service machine downstairs.

Strange, but we headed downstairs anyway and stood in yet another line. At this point the movie had started. We placed our order at the machine and paid there too, but as luck would have it, the machine was out of printing paper and we did not receive a receipt (which we needed to collect our popcorn upstairs). I eventually found a staff member, explained what had happened to her, and was reassured that everything would be taken care of; we simply had to go upstairs and they would find it on the system.

Unfortunately, it was not that simple. We went upstairs, stood in yet another agonizing queue, only to find that they couldn't find our purchase on their system. At this point we had be redirected to the VIP lounge where the manager would help us further. By then, the movie had been playing for 30 minutes. We had missed a great deal of it and I was so fed up, I wanted a full refund. I was no longer interested in seeing the movie, and I did not want the popcorn.

And of course, obtaining a refund proved to be it's own headache. We could not receive a refund in store. We were, YET AGAIN, redirected. We would have to call the customer care line and request a refund. We called the customer care line, and YET AGAIN, we were told we would need to send an email.

I cannot begin to explain how frustrating this experience has been. What should have been a fun memory, turned into mission impossible! Through no fault of our own, we had to run around trying to get the things we paid for. And the worst part is that no one actually helped us. The staff at Ster Kinekor Cavendish are completely ***********. It begs the question; does Ster Kinekor have any regard for its paying customers? Or do you stop caring once you receive our money?

I sent an email, with ALL the necessary information. Card details, booking references, transaction details etc. It has been 12 DAYS and I have still not received my refund. In fact, I haven't even received confirmation that it has been processed. If there is any doubt, I beg you to look at any and all surveillance footage taken on that day and you will find: 1. We did not get the popcorn we paid for 2. We did not get to watch the movie either

If I do not receive my refund, then Ster Kinekor will literally have ****** from me! I'm so disgusted with the level of customer service at Ster Kinekor.