UNFRIENDLY MANAGER - STER-KINEKOR CENTURION MALL

Good day,

I write to you to unfortunately inform you about the unpleasant experience i had at Ster Kinekor last night. My boyfriend & myself used the self service machines to purchase our Joker movie tickets last night. We proceeded to purchase refreshments for ourselves together with our tickets. When we got to the food counter, we asked if we could swap one bar of chocolate with a packet of whispers chocolate. The lady that was assisting us ask the manager Zandile if we could swap one bar of chocolate with Whispers and manager Zandile told the lady assisting us that we could not. We tried explaining that when purchasing the refreshments, the machine did not give us an option to choose a different option of chocolate, on the second combo. Zandile still refused to let us swap the chocolate when the lady asked her one more time. I have no problem with the lady that was assisting us, she explained that the self service did not allow for us to swap, which i definitely understand. I am however unhappy and wish to express my disappointment with the level of service that your manager Zandile offered. Even though we did not speak directly, her unfriendly nature and terrible service delivery was so evident. She would not even acknowledge / look at us or even come speak to us, even though we had a valid point too. I am so sorry to say that such a person cannot be representing you, as a Ster Kinekor manager. I believe that a person in such a position should be able to listen to our queries and try assist, instead of ignoring us. I need not remind Ster Kinekor that what it's establishment is in the business of offering a service for which people are expected to pay for. In return, we expect to receive decent service back. I would like to assume that your staff know this Whilst Zandile may not care enough to even have an interaction with the very customers that your establishment should be servicing and may not remember, i will definitely remember that unpleasant interaction. I hope you can explain to Zandile that such tiny unpleasant interactions are actually not so tiny. I say this because during the 2 hours of that movie, i could not get that interaction out of my head. Not that it was such a big deal that i could not swap but just that It was and is simply unacceptable. Again, she may not remember the interaction but i will! She may not remember my face but i definitely will remember hers! that being said, I will be on the lookout for her and watch her interaction with customers, next time i am there. I am literally 7 minutes away from the mall and i usually watch my movies at Ster Kinekor there. I anticipate your response.

Kindest regards