Terrible Service

We went to Ster-Kinekor in Eastgate on Women's Day and had a terrible experience. Firstly, it was a public holiday and 5 of their ticket machines were offline. We stood in a queue to enquire about my Discovery Vitality card, when we got to the front of the long queue my fiancé was told to go upstairs and enquire. We went upstairs and was then told by the same lady that we need to go back downstairs to the same queue again. Her name was Sibongile. When we got downstairs the lady behind the counter would not even make eye contact with us. She started counting money in the middle of talking to us and was very rude. I told her that I could get a digital card as per what it says on thealkinghathe app. She insisted that it's not true even though I showed it to her. All while she was still counting money. Obviously her shift was over and she was hurrying to leave. I asked her if I could speak to a manager and she rep**** yes but didn't move. I asked again and she said yes again and didn't move. I told her I would like to speak to the manager now. She obliged very grudgingly. Her name was Ntombi. She came back with a lady named Babalwa who was clearly not the manager. If so then there is a serious problem. I asked her if she knows about our problem to which she rep**** "yes". No apology or explanation. Then I explained to her that as per the app you can get an electeonic card. She then told me that I can't get an electronic card and there's no physical cards available. Didn't try to help at all. This whole process took about an hour. And both these ladies were extremely rude.

We then purchase our tickets and order popcorn etc at the electronic kiosk. We go upstairs to collect and there is only one till open. Keep in mind that it's a public holiday and it's in the afternoon. This is ridiculous. Also, it's my understanding that the option of ordering food via the kiosk is meant to be quick and efficient. It's meant to take out the waiting in amother queue aspect. It defeats the purpose that you have to stand in the same queue as those who didn't order via the kiosk. I still can't fathom how on a public holiday therental is only one till open. I see ano employee standing around behind the counter not doing anything and I start to approach him. He makes eye contact with me and when he realises I'm walking towards him he leaves from behind the counter and walks away! I then see him walking around aimlessly chatting to other employees.

When we finally get our snacks we go to put salt on our popcorn and there's is hardly any salt in the containers!! Then a manager named Ephraim came to help us. He was pleasant and on the ball. Oh, and Babalwa was standing around folding popcorn boxes while this was going on.

I am really disgusted by this lack of service. Bad experience from beginning to end.