Ster-Kinekor

I had just watched fast and furious 8 today (14/04/17), well some of it. I had waited in the popcorn line for 45minutes after having paid for my order in advance. The employee who had served me simply took her time serving everyone and had the slowest moving line, people in other lines that came 20 minutes after me were served before me by other attendants, I was very disappointed and displeased with what I experienced today. The employee did not take the customers into to consideration, she coulndt even read from a piece of paper- customers recieved things they didnt pay for and many came back to retrieve something that was not given to them. She did not even great customers and unfortunately she had not worn a name tag so I am unable to provide a name, but all this happened at the eastgate cinema in bedfordview (Johannesburg). I urge you to solve this problem as soon as possible for this experience had given me a disliking towards sterkinekor and not just the employee, due to lack of supervision or inadequate training.

We attempted to go watch F8 of the furious at the Eastgate Ster kinekor which was fully booked (understandable). Very busy friday night and there were very few staff around to help and when they were there they didn't actually know what was going on themselves. Signage also needs to be uplated as many people stand at the cards only counters only to be told to go to the back of another queue. This is not the first time we experience such bad service from Ster Kinekor Eastgate.

On 11/04/2017 we went to [protected]@carnival ster kinekor, first the card machine didn't work where you pay for the tickets, they had no cold drinks we had to buy from the shop next door and they refused to give us a cup with ice then the printer did not work as they had no paper to print the receipts, the cinema next to ours had sound so hard that we could actually hear what was happening in the cinema next door instead of hearing only our movie. The toilets were disgusting. The ladies bathroom were closed with a huge movie display without any excuse given and the men's bathroom had broken soap dispensers. The cinema was really not that busy but at the station where you get the sprinkle for the popcorn it was filthy. This is not the first time that we had a bad experience there. Please sort out your cinema and your staff.

Initially when the new look at Sterkinekor Eastgate happened it seemed to be a great place to watch a movie. With a great experience. Causing us to actually drive 46km's one way to rather watch a movie at Eastgate than anywhere else. However, being quite a frequent sterkinekor supporter we realized how quickly eastgate sterkinekor went to the dumps.

Last night there was some or other kia virtual tour at Eastgate Sterkinekor and the cinema staff where obviously not geared for the event and to handle regular business. The overall cinema area at the kiosks were a mess and filthy. We had trouble with the booking at the selfhelp terminals (as usual) and then upon arrival at the kiosk to collect the combo there was no staff in sight. We waited for quite a while as we watched people running up and down with trays of food obviously for the kia event. After a while I went to the office to complain but there too also found no one except more dirt and disorder and open food everywhere. I went to a guy who seemed to be working at the cinema but could not be sure as he had no clear indication of tag that he was a staff member. Asked him what was going on as we have been waiting and no service and no staff anywhere. Without a word he quickly went to the kiosk and served us. There was a confusion about the double take combo as the machine once again ruined the slip (as usual) but at least he was willing to help in that regard. But there was no whispers, no astros, no wine gums that fit the double take regular combo and whe had to settle for smarties (bear in mind with the edgars discount the movie experience along with the lack of refreshments as chosen cost R230 plus!)

There were no variety of salts to put on the popcorn and also no one to check our ticket as we went through (we could just as well have slipped in - actually walked straight in - like some other youngsters who didnt even make a secret out of it to watch a movie without ever paying. This upset me more knowing that we paid for the movie - and the supposed service - a crazy amount and yet these kids get walk straight in and watch whatever they want as there is no staff anywhere to be found!)

The whole experience was horrible!

The previous time we took friends of ours to prestige for her birthday experience and it was just as unpleasant. The guy took R50 more than I was supposed to pay for the refreshments saying that he didnt have immediate change and that he would bring it when he brought the refreshments because he had to go buy coffee who knows where as it could not come from the cinema itself (what the hell?). Eventually the combos came but still no coffee or change. It was a two hour movie. Eventually 20 minutes before the movie ended I went out to go see what was going on. I asked the guy and he said sorry he forgot to bring the coffee and would do it immediately.
5 minutes before the end credits of the movie the coffee came! And it sucked! It was bland and nothing like the coffee at the Zone. It tasted like ricoffy (was supposed to be cappucino). So we ended up taking the bad very very late coffee as a take away until we eventually threw it away as it was horrible. To top it I still dont have my R50 change and the staff member (who once again had no name tag) was nowhere to be found.

Sterkinekor I really hope you will give serious attention to the eastgate sterkinekor as for now I am done supporting you. We had a great experience when friends took us to numetro two weeks ago. I used to not like the numetro experience. But this time round it was way way better than the last number of sterkinekor visits. So we will be taking our business there along with our friends and family for now

According to ster kinekor, I am entitled to a free movie ticket, on the 2nd april
I went to the ster kinekor in shelly beach but the person working refused to give a free movie ticket when I submitted my movie card and said I had to acquire more points. Is this a false policy or hoax that you receive a free movie ticket. I want to know how you are going to recompensate me. Do not provide false information. Please take up this matter with shell beach ster kinekor and provide feedback

We watched Rock Dog at River Square. We encountered the following problems:
1. All ligths inside the cinema were off when we entered 5 minutes before the movie starting time. It was pitch dark and with your hands full handling the popcorn and the kids' popcorn it was quite a challenge to find our seats which were...
2. Not there. The dirst seat that we were meant to sit on was missing - yes just one open dirty space with holes in the ground where there used to be a seat.
3. No aircon...
4. We had 5/6 teens sitting in the back row throwing popcorn and pieces of ice at us... my daughter got hit time and again and eventually we had to get a staff member to warn them to stop their nonsense.

All in all a night out really turned into the worse possible experience I have ever had. I will never watch a movie at this cinema again.

On Saturday, 18th March, I visited your branch at Somerset Mall. We purchased our tickets to watch Logan in cinema 4. We entered the theatre, before the movie started. The house lights were not switched on (and they were not switched on at any point) and the stair lights were barely working. To be exact, 8 out of 24 had functioning lights, and some of those were only partially working.

Due to this, I was unable to see a step and had a nasty fall. I sprained my left ankle, bruises and grazed both shins, strained my right arm and recieved multiple lacerations to my right knee.

I spoke to the manager on duty, who said that he knew of the issue and gave him my contact details and explanation of the incident in writing.

I recieved a call the next day from a gentleman higher up than the manager who assured me that he had logged an incident report and forwarded the relevant info to the legal department.

I have had no further contact from anyone so went in to enquire at the cinema itself on Thursday 30th March. The manager took down my details and promised to email me the same day - this did not happen.

I called the customer care line to get a number for the manager on duty but unfortunately that number is straight to voicemail.

Today while on leave my hubby and I decide to go watch a movie at Prestige at Gateway in Durban. We decided that we'd have the Pizza Hut combo deal with our movie as it was a lunchtime show. Firstly Prestige said they didn't offer combos only pizzas on their own. So we had to go back downstairs to order our combos to be delivered to us. Secondly upon going to order the cashier had no idea what was on the pizza when I asked. She told us it was her first day (but clearly wasn't ready to be alone as she didn't know anything). Finally after deciding I requested that I'd like a veg pizza (which has red onions, green pepper, mushrooms, pineapple and cheese) combo deal only to be told that the only veg they had was pineapple. So I then asked what are they going to substitute the missing ingredients with?!. Her reply was I don't know. I then asked if I could have a Haiwin option instead and was told I'd have to buy each item separate and not as a combo which would have cost me a lot more. This whole process took about 20 minutes resulting in us almost missing our movie. We then asked for the manger and he can come managed to sort it out. I was impressed at all by the service and was very disappointed.

We booked for movie on Sunday, 19 March 2017 @ 15h15. Upon arrival, there were no popcorn available. After enquiring about it, the cashier told us that their popcorn machine was out of order. We then went to buy popcorn from a local supermarket to enjoy with our movie. We then bought drinks from the ster kinekor kiosk and requested a container for our popcorn, as it was tinfoil packages. The cashier confirmed that we had to pay R25 for a popcorn container?! What a rippoff?! We then decided to leave it and had our popcorn with the noisy packages inside the theatre. After our movie, we noticed that the popcorn machine miraculously repaired itself and customers were buying popcorn as usual! My complaint is that we should have had at least be allowed to have a container for our popcorn which we had to buy from a supermarket?! Not even a complimentary drink or anything for the inconvenience? And the odasity to charge for an empty popcorn container?! Hope this gets attention as it is unacceptable! The popcorn machine was not out of order to begin with, I think they were to lazy to prepare popcorn for the late afternoon show. And to addvinsultbto injury, all the card machines were offline as well. I will await your urgent reply on thus. Regards

The Ster kinekor in Waterfall mall Rustenburg never get the order correct and are always out of coke or something els. The cashiers are not very friendly and are rude. For the several times we came to se a movie we had to make alternative choices due to they do not have this or that.
I feel that this is realy unexceptibal.

This ruins the whole experience. Your staff really needs training...

The self-service machines weren't taking the Edgar's club card so we proceeded to the cashiers till to assist. The cashier chose the seats for me and I asked her to change the seats and it took her +- 5 minutes before she called for her manager to assist who also took time but enventually managed. In that process they asked for my club card again and they placed it on their side of the till and when I left into the cinema I left without it. It was a lousy day and there wasn't anybody behind us but they never took time to bring the card to us. Upon returning when fetching my takeaway from their office I remembered that they never returned my card. They then with an attitude shouted someone's name to bring the cards and they gave me mine. I asked the cashier why didn't she bring it she said she didn't wanna disturb me then I asked why she then didn't hand it back when I came to fetch the takeaway then she said she was busy. The manager responded by saying they are busy and I am not the only client they are serving shouting and being as rude as possible. I told her I was going to report this then she said I should go ahead. I have never had such a walk of shame before walking out of the sterkinenor cinema with my wife. I hope something will be done.
The cashier 's name fortunately appears on the receipt and it's Christina Konde and her Manager is Zanele. The movie we were watching is Kong @20:00 on the 15th of March 2017. The incident occurred after the movie at around 22:20.

I hope to hear from you soon.

Regards
Bokang

Hello there,

I have been very patient with Sterkinekor in fixing their mistakes. I have taken the issue up with numerous managers and staff, but no one seems to be able to help us :( ... My mother and I go to the cinema quite regularly, because we try not to "steal" movies by watching pirate copies. We go to different places. We usually watch our movies at Parow Centre, but we also go to N1 City, Tygervalley, Cape Gate (for the iMax) and Cavendish (for the prestige). However since the new system update, we have no longer received any points. We are Ster Kinekor VIP members and watch a LOT of movies. We sometimes go more than once a day. We also always buy a Large Combo meal with every movie which is another 100 point pp. But since round about October last year, we have not received ANY points. We reached out for help a few times as we should at least have 2 free movies by now and the one manager offered to update our points manually, but wanted our bank statements since last year October. Not only will this cost me (who basically pays everything only with my card) a lot of money, but it also takes time from my busy schedule (full time worker and part time student). Also we sometimes pay with cash and obviously, that won't reflect on the bank statement. We then decided to leave our obviously lost points and asked them to fix the mistake for the future. They replaced our cards and said that the mistake is not in the system, but with our cards. Obviously, it was the system. Or is the new cards defective as well? If so, please get cards that work! We are 2 very upset clients and have considered not going to the cinema that often anymore. It's almost April already and taking with other Ster Kinekor customer, I realized that this is a common issue. When will you fix it? I hope it is soon, as you are currently advertising falsely and that is against the law. If you can't fix your issue, please officialy remove the loyalty program, loose your clients, but be legal. I am paying R79 for a mega combo + 100 points, but am only receiving the combo. False advertising? YES! Same goes for the movie. Please guys. This is horrible. Fix it or loose even more customers.

Kind Regards
From a still hopeful client,
Karina de Villiers

My boyfriend and I have been watching movies at sterkinekor vaal mall and have been swiping our SK club cards and are expecting to have 500 points each since we've watched 5 movies this year but none of them reflect. We have asked the vaal mall staff to help but they said they can't. We want those points because we are both 500 points away from a free movie.

Our card numbers are [protected] and [protected]

Dear Ster Kinekor we humbly suggest that you revert to your old paper ticket system as definitely seem to be technologically challenged. Your app is useless and does not work. Your self service terminals at the site always freeze when they are operational. You clearly lack the skill set to be running such high tech features such as online ticket booking. At least we will be able to buy tickets manually and get to actually watch the movie if you went back to tickets instead of wasting countless hours with your system that does not work. If you choose to ignore our request and continue with the online booking you might consider getting some advice from your competitors whose websites and apps do actually work.
Yours sincerely a highly frustrated movie goer

Yesterday I booked two tickets for Logan at IMAX for Gateway. The payment was made and the money was taken from my account, but the app said that the payment did not go through.
After calling the customer care line, which was too no help, I went to Gateway itself to try and resolve the issue.
At Gateway, no one could be of service. I stood next to a gentlemen who had the exact same problem as I did, not only did Ster Kinekor steal his and my money yesterday, but this happened to him last week as well.
I've decided to book two more tickets and try and recoup my money back at a later stage, however when I tried to book new tickets their machines went down and nobody could buy tickets except via cash.
Sunday is the only day I get to go out and watch a movie and have a date night with my girlfriend, but Ster Kinekor has robbed me of my Sunday and money.
Ster Kinekor is gone to the dogs, their service is absolutely pathetic, their app functions like an incompetent ### designed it, they've lost their touch.
Not only are they not taking the initiative to reimburse me, they expect me as a customer to get a bank statement and go to them begging for money that they've happily stole from me.

I booked a movie online at Gateway 4/3/17 and the payment goes to the Ster Kinekor Jhb GAU ZA FNB account. I got the sms for the payment but when i swiped my card it couldn't find booking details. I spoke to the manager in Gateway and she didn't check anything on her system but told me the movie is booked for Jhb and sent me home refusing to help. So I basically had to forfeit a movie that i had paid for because the Manager didnt understand the online booking payments are made to the Merchant Account in Jhb.

The manager Natasha at Tyger valley is extremely rude when I enquired about the Multiply card. She rudely interrupted me everyone I tried to say something. She then went into the office saying she will be right back sending out Zingisa who was just as rude. With the worst attitude she asked if I pay by card. I then said thank you but I am waiting for Natasha. Without letting us know that she is now helping us with a terrible attitude she tells me that's why I am asking you are you paying with the card and we don't take that card. You 10 year old even asked me why this lady is talking so rude. I'm disgusted. Is this how you train your people to deal with clients?

The ster kirkor at mall of the north in polokwane confescated my take away coffie. The cinima does not serve coffie and I have wached over 10 movies in the last 6 months at this cinema and have taken in a take away coffie on every occasion. On 22 february 2017 I was stoped an my coffie was confiscated I did not hide it as there is no notice bords or any policy vissible stating that I am not allowed to take in a coffie . As the they do not sell coffie at the kiosk this ruend my whole movie experience and I will never return to this cinema ...I do not drink sugary drinks and the cinema does not offer any hot drinks ...this was totally unneccesary

This past Saturday took my son to gateway imax The Great Wall
Three quarters of the way through the movie Stopped!
No supervisor etc to inform us regarding what happened?
We had to out ourselves and find out relaying message to others.
We then stood downstairs in a long queue to receive vouchers.

No apologies or explanation like it's the Norm ?..

I work for an airline so customer service is important especially for a service industry.

The idea of pre ordering snacks and then queuing to receive them is a ridiculous idea
I'm sure sales have dropped as people couldn't be bothered as the system either doesn't work or is not user friendly and to add the screens are filthy dirty

Regards
Vanessa Duberly

I went to watch a movie with my mom on the 19th of February at your Gateway Cinema and I was deeply disappointed. I booked my tickets on line specifically so that I did not have to stand in a queue for 30 to 40 minutes to get my tickets. When I arrived at the cinema ticket lines it was chaos. There were no appointed terminals for collection of pre-booked tickets nor were there any staff in sight to help or guide anyone. The patrons were arguing with each over who was using which terminals. It took my literally no more than 2 minutes to get my tickets but I had to queue for almost 40 minutes behind people who were still trying to decide what movie they wanted to watch and then to add insult to injury were still ordering and deciding on their choice of snacks in the ticketing lines because the terminals allow those options. I ended up missing the first 20 minutes of my movie. An experience that was supposed to be enjoyable and relaxing left me angry and frustrated and ruined my day with my mom. Movie tickets are not cheap and at the end of the day I am paying for a service that should be professionally provided and managed, should you not be able to provide such standards you should drop your prices to be in line with the quality of the experience you are providing. To add insult to injury the bottom of cinema 4's screen was torn in the middle and it was clearly noticeable. To recap the ticketing was chaos, patrons were arguing and yelling at each other because terminals were not clearly demarcated and there were no assigned terminals for pre-booked seats, there was no staff to assist in sight and your screen was torn. It was a sad disappointing day to be a paying customer of Ster Kinekor Gateway!