Ster-Kinekor
Reviews and Complaints

Good day

Myself and my wife went to watch fast and furious 8 at cape gate. The 11h30 movie on Sunday 07 May 2017

We bought a popcorn that was just a bunch of crumbs. My wife went back to the popcorn counter to ask if we can get a new bucket as ours is just full of crumbs and no real popcorn (not the 1st time this has happened at cape gate ster kinekor) they said the popcorn is done and there is no new popcorn to give her.

We were in cinema 4 seats A15 and A16. Seat A16 is broken and i had to sit on a wobbaly chair the entire movie!

After the movie i asked for the manager as this was a total unpleasant experience. We waited for more than 5 min but the Manager never showed. So we left...

We work hard for our money, and it is not cheap to go to the movies and buy yourself some popcorn to spoil yourself. This probably is the 4th time i sit on a broken chair in one of your cinemas. Why do i need to pay to sit on a broken chair? It takes away the pleasure of watching a movie on the big screen because the seat is wobbably and unstable.

I would like to get a refund on my popcorn, as i paid R30 for it but only received R10's worth of popcorn.

Regards,
Rainier

Date of Incident 07/05/2017
Ster-kinekor Cradelstone Shopping center
Complaint against the Cinema Manager: mrs Onyca Mavungi (cell: [protected])

I would like to report unethical behaviour from the above mentioned Manager of Ster-kinekor.

I went with my family last night to watch the movie Beauty and the Beast. I purchase my ticket at the cinema but upon going to the actual cinema room realised that there was a problem with movie.

After requesting explanation, I was told that they had a technical problem. I therefore asked for a refund. The Manager on duty initially refused to process the refund and was extremely rude and abusive.

She eventually processed the refund (unwillingly) but continue to display extreme rudeness and condescendence.

I would like this Manager to be reported to the Head office of Sterkinekor and to be reprimanded for her behaviour when dealing with customers.
Kind regards
Stephanie

My husband and I together with our four kids aged 9, 9, 9 & 10 attended the 16h45 show of "beyond the river" at ster kinekor sandton city yesterday - friday 5 may 2017. I found it completely unacceptable that the trailer for "the mummy" ran before this family show. my kids were terrified and have mentioned it a number of times since we left the theatre. "beyond the river" is a family show, "the mummy" has an age restriction of 13 (which I also completely disagree with as I even found the trailer scary).
I completely disagree with the decision to run this trailer before "beyond the river" and would like to understand your decision to do this.

To the Ster Kinekor Management,

There are 2 parts to this complaint; One part is directed at continuous bad service levels and the other directed to poor management.

I bought 4 tickets online to watch the Guardians of the Galaxy pre-release on Monday, 1st May 2017 with my family.
We stood patiently in the long slow queues to get popcorn and drinks even though we were there well in advance of the movie start time. Each and every time we visit the Gateway theatre we stand in long queues, we get very slow service, and staff are incompetent and unhelpful. When you ask the attendants behind the counter for help, they just look at you and laugh. There are never combo boxes available. The staff don't seem to understand that it is rather difficult for children to carry their combos without boxes. There are always excuses that “stock has not arrived”. Can this be possible on every weekend? Are orders not placed on time? Why don't we get refunds when combo boxes are not in stock, yet we pay for them?

So we got our popcorn and drinks eventually but we were a few minutes late for the 8:00pm movie.

We were stopped by the ticket attendant. She told us that my daughter was under age. The movie was rated PG and both parents were present. My daughter was not going to watch the movie anyway as she was about to fall off to sleep. Nevertheless the manager, Deon Gumede was called to our assistance. Even though we tried to explain to the manager that the tickets were purchased online and it was a PG movie he was still adamant that we could not watch the movie. So we accepted his decision even though we did not agree and asked for a refund. He said he would do the refund on the tickets but that he could not refund us on the popcorn and drinks. We had no use for the popcorn and drinks if we were not going to watch the movie. He said, that was the rule at Ster kinekor.

Whilst we understood the rules we could NOT understand the aggressive tone and manner in which he spoke to us. We were very calm and trying to resolve the issue with him. There was absolutely no need for Deon to become loud and argumentative. We really did not understand this as we were not arguing. We were merely trying to get a refund on our tickets and 2 of the 4 untouched popcorns and cooldrink. He started talking to one of his co-workers in Zulu and was becoming very loud. He seemed irritable and called his other managers whom he referred to as colleagues. The 2 ladies who arrived were far more approachable and understanding and refunded us accordingly.

After getting the refund, I tried to talk to him about the poor experience we had. He refused to listen and walked away saying something under his breath. I found that totally unacceptable. Deon was not approachable nor was he empathetic towards us at any point. I would have expected more from a manager on duty. If this is the customer service approach from a manager on duty, then it stands to reason why the staff behave in a similar manner.

Our total experience of Ster Kinekor has been extremely poor. We bought 4 full price tickets to the IMAX plus popcorn and cooldrink combos which cost us R800.00. This is approximately what we pay every time we go to the movies. There is no alternate movie theatre in Umhlanga that we can go to and Gateway is most convenient for us.

We enjoy watching movies on the big screen and it is something we do often as a family. We expect more from Ster Kinekor.

After discussing with our friends, we realised that we were not the only people who have had bad experiences at the Gateway theatre.

Going forward, we request that Ster Kinekor take appropriate measures to improve the efficiency and service levels at the Gateway theatre and make the necessary management changes who will focus on customer service

We look forward to hearing from you on what corrective actions will be taken and as to how Ster Kinekor will remedy the situation.

Dissappointed Patron

Good day, me and my wife visited East Rand Mall Ster Kinekor to watch a movie and upon entering the cine my jacket got torn by a metal plate with a sharp point on a plate covering the door which was loose. I was followed by one of your staff members who saw what happened and I immediately asked him for his name and ID (Khotso Moloi) ID [protected].
I am holding you liable for the loss I have and would like to be reimbursed for it.

On the 14th April my husband, my son and I went to watch Fast and furious 8 at Ster kinekor Cavendish Square. There was a fire in the mall as a car caught fire due to an electrical fault. We had to evacuate the building. Some people stayed till after the evacuation and were refunded the same day. My family and I however left as soon as we were able to evacuees as I am 8 months pregnant and didn't want to take any risks. We have since been trying to get a refund for the movie tickets and popcorn and cold drinks we purchased but we have have no luck. We have been from one person to the next and the matter hasn't been resolved almost a month later. We spoke to Carla vice who is the operations manager bat Cavendish Square and she said she would get the manager at Ster kinekor to contact us. We have liaised with Carla on numerous occasions but no one has contacted us. We also called the contact centre and we were told to speak to Lloyd when we go to Cavendish and he will give us complimentary tickets. We went to Cavendish and we were told that Lloyd was not in and that they would take our details and he will call us. To date we still haven't received a call. We have paid for something we did not get to enjoy and demand a refund or complimentary tickets for the movie as well as for the popcorn and cold drinks we purchased. This is ridiculous. The people who stayed after the evacuation we all reimbursed the same day. Why is it so difficult for us to get a reimbursement.

My husband and I went to Ster Kinekor in Secunda on 2nd May 2017 to watch the 2pm movie. There were 2 staff members attending to the customers purchasing refreshments but then 1 of them stopped helping the customers and proceeded to clean the counters. I approached him and asked if there is nobody see to assist as we were waiting a long time but he just ignored me. After a few minutes he started helping us. The other staff member advised that they were short staffed as the other staff members were on lunch. Another complaint that I hAve about Secunda Ster Kinekor is that the Astros is always out of stock.

To whom it may concern,

I am writing to formally lodge a complaint against the management at the Lusaka Branch of the Ster Kinekor Theatre.

On the evening of the 30th of May, our party purchased tickets to a film scheduled to start at 20:00 hours. At the time of purchasing the tickets at reception, we were informed that the scheduled had changed and the movie was now to begin at 20:30 hours. When arriving to the film at 20:30, we found the movie had already started and was more than 30 minutes complete.

We immediately contacted the manager to inform them of the error. She gave us the choice of a refund or completing the film, ignoring the fact that their error and lack of communication had already inconvenienced our evening greatly. Her overall attitude was rude, dismissive and unprofessional. She went as far as to state that this "is not America" and to go back to our country if we weren't happy. I have never

The entire staff at the venue was rude and unresponsive throughout the experience. I have visited many Ster kinekor locations around the world and never been as insulted as I was this evening.

My evening has already been irreparably ruined and I am not looking for any reimbursement. I only hope that you look into the matter so that no customer ever has to go through a similar situation.

Sincerely,

Lonnie Michael Hackett

To whom this may concern.

I had a very bad experience at the Gateway Ster Kinekor Movie Theatre on Saturday 29/04/17. I attended the 5pm show for "Fast 8” with friends and family. We had all purchased popcorn combos individually, we had to buy our popcorn combos at a separate pay-point and then go stand in another kiosk line for the popcorn, after waiting in the line for more then 15 minutes I decided to go get a refund as I was missing my movie as it had already started so I asked a staff member for a refund they said I needed to ask the manager on duty, my friend had already purchased his popcorn and asked me to hold it for him as he had to use the toilet, I finally located the manager on duty and asked him for my refund, he asked me why I wanted the refund I replied that the line was too long and that I am missing my movie as it already had started, he then asked me why do I have the popcorn in my hand and if I had paid for it, I told him its my friends popcorn and he already had purchased it and asked had me to hold it for him while he went to the toilet, this manager now refuse to refund my money, I pleaded with him but he started to become agitated and angry and he started raising his voice at me as if I was a little child. Obviously my receipt proves that I purchased the combo and all I wanted was my refund but he could not seem to understand this and his suspicious behaviour suggested that he did not trust me.
I insisted that I wanted my money now, he then started to intimidate and harrass me as he is a big sized muscular person, he then proceeded to take my receipt and threw it on the floor and started yelling and shouting at me in front of all the people which was very embarrassing for me, some of my friends had filmed this incident with their cell phones while he was shouting at me. He said that he will never help me for the refund etc. I asked the other employees for his name and they lied to me saying his name is Adam when his real name is Deon, all the black employees did not want to help me further, they lied again and said he is the only manager at the theatre. I did not know what to do so I started to look around for an indian or white employee to help and assist me, I found an indian employee and he advised me to go downstairs to the ticketing booth area and speak to another manager, Nasreen. I had already missed my movie by now so I finally located Nasreen after some time, I explained to Nasreen what had happened to me, she then proceeded to do my combo refund and reimburse my cash. I did not get to see the movie with my family and friends instead I went back home all stressed out and disappointed.
I believe strongly that I was a victim of racism in the manner that I was treated by Deon, I want the camera footage to be looked at by senior managers to see how badly I was treated by Deon. He had intimidated and harassed me in front of all the patrons, I have witnesses who contest to what happened to me and the theatre camera footage will reveal how badly I was treated as a customer. I want this issue resolved asap and Deon has to be reprimanded or dismissed from his job. I intend on perusing this matter further by opening a charge against Deon for Intimidation and Harassment. I will seek my lawyers consultation as to how I can get justice from this incident. I was told by managers Nazarene, Lal and Nozi that I can come in on Monday morning and view the footage as the camera controller is off and she will return on Monday morning. Please advise what time on Monday 01/05/17 I can come by to view the footage. Deon is an absolutely rude and biased person, who knows how many other patrons he has disrespected. I intend on alerting the media(TV and Newspapers) and going on social media as well to express my disappointment about Ster Kinekor and how rudely their staff treats us patrons. What happened to me is inexcusable and unacceptable and nobody should endure this especially when its the weekend and we come there to relax and enjoy a movie but instead get harassed and intimated by racist staff. What makes this more annoying is that all the black employees refused to help me they just stare and laugh at me. That's unacceptable!

Please note - This incident had occurred on Saturday 29th April 2017, between 5:15pm to 5:45pm, the camera footage to be pulled will be the extreme left side of the kiosk when facing the popcorn kiosk, Deon the manager was standing outside the kiosk on the left side when I approached him for the refund.

Dissatified Patron (Customer)

On wednesday, 26 april 2017, I booked 2x tickets for fast 8 at blue route mall for 8pm, I chose a love seat - seat numbers e6 - e7.
When I arrived in the cinema - the love seat I booked didnt exist, in fact e7 - e8 was in fact the actual love seat and I ended up having to share this love seat with a complete stranger!
How is it possible that I am able to book a certain seat online only for your cinema layout to be incorrect?
The lines outside of the cinema were so damn long - I couldnt still wait to address the matter with a manager!
This is pathetic - sort your seats out to match what is available on the website!

To who it may concern

We had went to watch a movie in October 2016 last year at Gateway. After receiving our tickets we proceeded to the cinema to watch the movie. Upon entering the cinema we noticed that the seats given to us did not exist. We immediately came out and spoke to one of your consultants. He went to his manager and got complimentary tickets for us. He advised that we could watch any movie at any cinema, whether it be normal 2d, 3d, Imax, etc.

We decided to use the tickets on the 13th April 2017 to watch Beauty and the Beast which was showing on Imax at Gateway. When we got to the consultant to book the movie, they advised that we can only use it for a normal 2d movie.

We spoke to the manager, Nisreen Parker. We tried to explain to her that the complimentary tickets we were given was for any movie. We asked Nisreen if the person that had issues us the complimentary tickets was working that day. She said no. We then asked her to checked on the exact date to find out from the person what he told us. Nisreen told us that she would need 30 minutes to call the consultant to find out and will get back to us. In this time the movie had already started. When she did get back to us, she said that the person said no such thing.

We then asked Nisreen to inform us of when this consultant would be back at work. To which she blatantly lied saying that the consultant had resigned. If the consultant had resigned, there is no way this consultant would have given her any information.

We had made arrangements to come to Gateway only because of the Imax cinema. If we were told that it was only for a 2d cinema, we would have went to Musgrave which is 5 minutes away rather than Gateway which is 25 minutes away. We stay just off Jan smuts highway.

This service is totally unacceptable. How can you have a professional system if you have certain staff saying one thing while other staff is saying another. And for a manager to speak lies straight to your face, this is totally unacceptable.

We are completely put off with the service and professionalism that we experienced. I certainly hope that other patrons don't experience similar scenarios.

Please advise how this will be rectified for future instances of experiences like this.

Very disappointed patron
Naseera Rasool
[protected]

Im actually quite exhausted from all the mixed emotions but never the less I need to notify ster kinekor of the disappointing service I have received and also want my compensation.

So after months and months of waiting for fast and furious 8 to premierè we finally had the opportunity to go catch the show.

I booked my ticket online the night lastnight (Attached) and arranged for my sister to look after my baby daughter.
All sorted my wife and I were anxiously awaiting the moment of pure exhilarating entertainment.

We get to the movies at sandton and were the 1st to arrive. Somewhere along halfway of the movie the trip to the movies dint turn out so good.
It was like the old chinese movies, the voices were ahead of the lip movement. Meaning, u see them talk on the screen and 5 seconds later you hear the voices. People started standing up n going outside to notify someone who could possibly do something.
After about 10minutes of this still going on my wife went out to get some more popcorn and to also see what was happening and if someone was attending to the issue.
Another 10 minutes went by when I got up to go and see where my wife was.
As I just exit the movie into the foyer I hear my wife arguing with someone.
When I got to her she was with a guy named sylvester. I then asked her what was the issue, she said everytime I talk to him he walks away. So I calmed her down and called him to me. I asked whats going on? He looked at me with a very angry face, said nothing and walked away. Now I started to get pissed off. He came back asked for my ticket, which I luckily had and he signed it and said u can come back anytime for any movie just show them this. So I asked what if u are sick on the day we come for a movie who will lnow that this is valid? He walked away. So I followed him to where you purchase tickets. I called him again and asked whats happening he looked at me walked into where they sell tickets and went to talk to a colleague who was attending to clients behind the counter. Then he came out and intended to walk straight past me where I stopped him. I said "one thing that pisses me off is when people walk away from me while talking to them, so tell me what the # is going on". Please understand that I have made attempts previously to talk to this man who had a total disregard for clients. He then looked at me and responded. He said "im going to call the manager". I said ok thanks for telling me. Now I will wait. He walked to the otherside where they popcorn is and was on hic cellphone. Another client got him and was also pissed off about the movie situation and he was doing that same thing. Totally evading him aswell. I walked over to the popcorn side and asked one of the ladies at the ticket collection to call the manager. Funny thing is that she walked back to the side where u buy tickets to call the manager. I told my wife "lets just leave as theres no customer service here". We left.

Was there even a manager on site?
Why were we treated like we did not use our money to pay for tickets?
Does ster kinekor not care about customer service?
I was treated so unfairly.
Its evident to see that this guy sylvester hasn't the slightest clue how to deal with issues and clients.

I want my tickets and I want compensation.

This was absolutely horrible service.

Zaheer moola
[protected]@gmail.com

I had the most pathetic experience at Ster Kinekor Southgate!

Firstly, I arrive at Southgate Ster Kinekor at 16:40. I printed my tickets at 16:45. Once I printed my tickets, purchased online, I joined another line to purchase condiments i.e. Popcorn, slush etc. I got to the front of the line only to be told to go back to the line where I printed my tickets to purchase my condiments online. NO ONE at the previous station advises you of this when they help you print your ticket. Moreover you cannot return to the front of the line to get your condiments. I had to rejoin the line, which was now double its size. The time was now 17:00. My movie had now started - Fast and the Furious 8.

I waited in the line with several other people who were on the line with me previously. I got to the front of the line at 17:16 and received my condiments.

As I rushed to my PRESELECTED seats, to my surprise I found someone sitting in my seats: A3-4. I noted this to the gentleman. I was surprised to be told that at southgate "we sit where we want". I refused as I preselected and paid for my seats in advance - like ALLLLLLL other standard cinemas. I immediately left the cinema looking for Manager to help rectify the situation as I wanted to sit in my seats.

To my SURPRISE the employee, who is also the manager, informed me that the preselected seats don't mean anything at Southgate. People can sit wherever they like! I was appalled at that response as I enquired why the national system abides by the rules and NOT Southgate - he didn't reply. I then went to the front desk requesting the manager, only to be directed to the same employee. I requested an refund for my tickets and without even apologizing for acknowledging my concerns he immediately handed me my money and we left!

My son was disappointed not to be able to watch his movie but I will not succumb to unprofessional systems of management!

I have been to many cinemas, Rosebank, Sandton, Mall of Africa and have never heard of such a proposterous system! What I pay for; I want to received!

I have NEVER experience such rubbish in my life! ALL cinemas have a booking system for a reason! And this must be implemented! I will NEVER return to Southgate Ster Kinekor - first time and CERTAINLY the last!

I booked 5 tickets to watch the Fast and Furious 8 in Sandton and am extremely disappointed and annoyed with my entire experience so much so that it took away the excitement of watching the movie.

1. When we got in there were people sitting in our seats and they refused to move out until we created a scene- All movie goers should be informed and made aware that seats are pre-booked to avoid this situation.
2. The air-con were not working properly and the cinema was hot, stuffy and uncomfortable.My fiance went to complain but nothing was done about this
3. The screens had 3 lines running down it-and this impacted the picture quality negatively
4. The projector sound was like the sound of a truck engine during the entire movie, it was extremely distracting . We booked tickets at the back but that does not not justify the loud noise and creaks we heard during the movie.

Movie tickets are expensive and if I am paying R 71 for a ticket then I expect to have a better experience-so good quality picture, sound, air-con etc.

Facilities at Sandton need to be upgraded and until they are I would not recommend them to anyone.

On Saturday evening the 18th of February my girlfriend and I went to watch The Great Wall in IMAX at EastGate Mall.
While in the cinema my Iphone 7 and her Iphone 6s was stolen out of her handbag.

We weren't the only people that had things missing, after the movie there was 3 or 4 other people that also had cellphones and money missing.
We called the manager but he didn't even want to look on the cameras to see if anyone entered or left during the movie. He took our details but we haven't heard anything from them since the incident.

My husband and I are massive Disney fans, and have been especially looking forward to seeing Beauty and the Beast. We decided to book for the morning show on Monday 17 April at cinema prestige. We have seen all the adverts about how "prestige" is the way to make an experience great, and so we thought we would splurge and pay the extra for the "better" experience. We were looking forward to a little special service and a good movie.

We went to cinema prestige in Cresta and were totally disappointed. First of all the staff would not help us. I had to eventually go into the service room at the back to find someone willing to take our cappuccino order and help us with our tickets. The lady begrudgingly came out to help and was not very friendly about it. Your staff did not seem to care and were quite rude. It seemed to be an inconvenience to them to help us. Please note that this was the 11:40am show, and there were not that many people in the prestige lounge. It was not extremely busy, yet your staff still could not find the time to help us.

We ordered two cappuccinos to be brought to us half way through the movie. They never came. We paid R50 for coffee we never received, and after the show, the staff were too busy to help us.

I am completely shocked by the level of service received, as well as the attitude of the staff. You should not market this as a premium experience if you are not willing to make it so. This is the first and last time I pay extra to see a movie in a "premium" setting. It would have been a better experience in the "normal" theatre.

After booking online 5 times this year for 5 people, each time we have arrived at the theatre, tried the self service and system says no record. We then stand in a queue (that we expected to avoid by booking online) to have an operator find the tickets to print. Already 10 - 15 minutes delay that should be avoided with operational systems.
Then joining a queue for over priced popcorn and drinks with understaffed stations that ultimately means that today we missed the first 15 minutes of a film we paid for in advance.
Sorry your systems out and make sure your stations are staffed sufficiently, then the ridiculous prices may be more bearable.

Good Day
I went to the Cinema yesterday and had to stand in the queue for more than a half an hour for Pop corn. There was only 2 people assisting and on their own pace. I feel the fact that its Easter Weekend there was way to little staff assisting. When we got in the Cinema the wrong movie was displayed. We had to complain at the front desk yet our time was also wasted because they had to start the actual movie from over again. I mean dont they plan for the next movie to take place. I am extremely annoyed by the way we were treated! This is unacceptable and yet you want to charge people so much for such a crappy service!

On the 15 april 2017 at 20:30pm... I went online - booked my tickets, took my money (Received my sms - the money went off) no reference.. No confirmation... But my money is gone
I immediately phoned [protected]... The lady said no booking on ster kinekor side, she cannot explain why the booking is not made but funds were taken.
I must send a statement for refund..
This is very inconvenient because my money is taken but cannot find my tickets... Surely u are able to monitor my movement online to trace.
I phoned again this morning 16/04/2017 spoke to another agent who confirms that this does happen, to just send a statement for a refund
Easy to say just...
Please please please.. Trace my transaction online at 20:30 on the 15/04/2017 as proof of my transaction
Please give me back my money, without any inconvenience

I purchased my fast n furious 8 tickets at the selfservice machine at ster.kinekor blue root mall on Saturday, 8th april. It showed transaction was successful but didnt print my tickets. Instead I got a ref no 117773. I spoke to heather and another red head guy who works for ster kinekor and they saw that the Self service machine was faulty and didnt print my tickets. They took my details and assured me I can just come in on the 15th to watch my movie. So to be safe, I emailed ster kinekor customer service the. Monday to notify them of my concern to which nobody replied too. Then I called them the wednesday and I was told there's nothing they can do, I should go back to the blue root branch. So then on Thursday I went back to ster kinekor blue root, and this time gave my details to Michael and again he told me it shouldn't be a problem, I can just come in to watch my movie. So the big day has finally arrived, today, Saturday, 15th april and there was no heather, or the red head guy or michael in sight. So I ended up dealing with chris. Needless to say came 2pm, we did not get any tickets and there was also no seats available for us. Chris was trying to help us, but due to the technical errors of the selfservice machine not printing our tickets and the other staff not being proactive in helping us and solving this matter, we did not get our tickets and we did not get to see fast n furious 8. All my trips and all my waiting around was really just useless given we never got to see the movie. From emails, to phone calls to walk in to speak to the managers at ster kinekor, im really a very disappointed customer. This is totally unacceptable and very disappointing.