Ster Kinekor's service a big disappointment

<p>We've had some serious trouble with Ster Kinekor's system since the website and the app has been changed. A perfectly good and customer friendly system (both the website and the app) was changed into an extremely user unfriendly system with several problems.</p> <p>FOUR times now I've booked our tickets through either the app or the website, then received confirmation via email, but when swiping my card through the computer at the cinema the system said that there was no booking made by that card.</p> <p>The first time (3 Dec) someone helped us when I showed him my email confirmation.</p> <p>The second time (9 Dec) only TWO out of FIVE computers were working, the lady my husband asked for help went through the door behind the counter and avoided eye contact with us while were waiting for help. All of that took so much time that we decided not to go see the movie because we would have been late for the movie by that time. (We arrived there in time and would not have been late if the system ran as it should have.) The movie we were going to see was Inferno, which is by now not showing anymore.</p> <p>The third time (27 Dec) the computer did not recognise our card we once again decided not to go see the movie because we were beyond frustration by then.</p> <p>The fourth time (7 Jan, that being MORE than a MONTH after the first time experiencing this problem AND after contacting Ster Kinkor’s customer services) an assistant behind the counter confirmed that they were having trouble with the computers. Once AGAIN only TWO out of FIVE computers were working.</p> <p>We are extremely disappointed, as we are avid movie goers. We usually go to the cinema once a week. We prefer Ster Kinekor because of the fact that we can use our Vitality discount and because the Ster Kinekor branches are so much closer to us than Nu Metro.</p> <p>I phoned Ster Kinekor’s Ticket Line to report this and was told to forward my confirmation of bookings to a certain address, which I did. A lady rep**** “with regards to your refund can you please forward me your statement with your double charge and I will take it from there”. I, having ALREADY forwarded TWO confirmation of bookings (which must surely serve as payment confirmations as well), rep**** asking what exactly it was that she needed. That was on 3 January. I haven’t heard anything from Ster Kinekor since then.</p> <p>We are thus still waiting to be refunded with the amount of R228,50 for movies we couldn’t see because of Ster Kinekor’s POOR system and service.</p> <p>In my emails I informed them that I will have to take the matter further with an organisation like Hello Peter. As nothing is happening, I am now forced to take this step.</p> <p>I still hope the problem can be resolved ASAP.</p>