Ster kinekor N1 City Incompetence

I sent this email to ster kinekor on 8 Jan 2018:

'Hello,

On Saturday night (6 Jan 2018), I went to watch Jumanji in 3D at N1 city Ster Kinekor. There were a few issues.

Issue 1: The Self service machine wouldn't print our tickets. We went to the counter and luckily there was no line, so the lady used the card number to print our tickets.

Issue 2: The Slush Puppy did not taste right. The staff were helping out but did know what quite to do. As they were trying to fix mine, more people came back saying that theirs was not tasting right. After a few tried they eventually got it right.

Issue 3: (The big one) The movie was extremely dark. I even moved closer, it helped a bit, but so dark I could barely see anything during the night scenes. An employee first tried to convince my friends and I, that the "darkness helps with the depth of the 3D", and that he "can not make it any brighter as it is controlled remotely from the UK". I said it's unwatchable and asked for a refund. They were unable to do a refund right away and would have to return the next day, to collect my money in cash. I don't live close by so I gave my girlfriend and mines tickets to a friend, who was also in the movie to collect. She went to collect, the next day, as advised, but they "still didn't have the money"

The staff tried to help, but seemed ***********, so I thought I'd rather contact the head office about my refund, and what else will be done about wasting my and my friends times. It was 4 3D tickets for the 22.15 show on 6 Jan 2018. It's not just the money for the tickets, we bought 4 3D glasses, 3 popcorns, 2 sluch puppies, drove all they way there, only to have our evening spoiled as we could not watch the movie.

Please let me know ASAP.'

I received this response: 'Thank you for taking the time to contact Ster-Kinekor. We value your feedback, and sincerely apologize for the inconvenience caused to you. Your complaint has been escalated to cinema management. We will endeavor to get the matter resolved, and ensure that this doesn't happen again. '

But nothing actually happened. I emailed back 2 times after that in 2 weeks, but no response.

Then the 9th Jan 2018 my friend went again to collect the money, and was told by someone called Sindile to come back on Thursday 11 Jan 2018 at 5pm. My friend went and Sindile had left at 3pm. No one would help her out. She spoke to someone called ****okazi who just gave excuses and told her to come back again. She said that Sindile would call her but no one called. They kept making excuses, and having her come back so many times wasting time and petrol.

Then last night 18 Jan 2018 I went to Ster Kinekor with my friend, and got attitude and horrible service right away. My friend pointed out ****okazi, and immediately I could see that she did not want to deal with us. She was unhelpful, only said that there's nothing she can do, without even trying. I said I want my money back then she got weird and started asking where she must get the money from, and that the safe is closed and she doesn't have the key. I tried explaining that we can not keep coming back, its a waste of time and petrol, but she just did not care. All she wanted to say is "come back tomorrow". By this time I had been there twice and my friend 4 times. I asked ****okazi who can help, she said Sindile, but she's only going to be there tomorrow. I said I need help now, and she just denied. It had been 12 days and I did not get any help at all. Eventually I got ****okazi to phone Sindile. She was gone for about 10 minutes. Miraculously ****okazi had the money, as long as we had the slips. We got a refund for 4 tickets, and 2 3D glasses, because 2 3D glasses were bought separately, because of the faulty self service machine. She refused to refund the popcorns and slush puppies.

I just can not deal with all the lies. ****okazi repeatedly said she could not help, but in the end she could. That means she simply did not want to. Until I had to become a difficult customer, and she could not get rid of me easily, then she was forced to do her job. This is totally unacceptable.

I am horrified about the service received, the bad attitude, the run around, the bad movie quality, the putrid slush puppy and the non response, even when I emailed the head office.

My friends and I need compensation for our time wasted, petrol to drive up and down numerous times, the popcorns and slush puppies not refunded as well as the 2 3D glasses that were not refunded. And an apology.