Ster-Kinekor
Reviews and Complaints

I have followed up 9 times on a complaint I lodged in December last year, and I keep being told someone will contact me but still nothing. Original complaint below:

My wife and I went to Baywest for the 20:15 show of Inferno. We booked and paid for tickets online. Once at the cinema we were told card machines werent working for refreshments, so we had to go to an ATM to draw cash. We were told the manager knew about it but hadnt done anything to get it fixed. Also literally as we entering the cinema I was told that my seat didn't work (B6). I couldnt recline at all etc. so we paid full Presige prices to get a normal experience. Would like someone to contact me with regards to a refund for this.

Ariving at sterkinekor Brooklyn mall after booking 18 tickets 2 weeks before the 50 shades darker movie, me and al my friends (18 people) were exited. But when we arrived at the cinema thay mixed up our tickets and we were told that we were seated no where near each other. After calling the manager because the lady's trying to solve the problem were just not able to tell me why this is a mix up. After n huge fight with the manager we decided that we will just take the seats that we booked for. Finally entering the cinema we noticed that the aircon was not working. We asked the manager 3 or 4 times can she help but putting on the aircon and she just reply " alot of people are complaining and we are attending the situation". We had to rip up our popcorn and slushpuppy holders to make a fan so that we can at least try and enjoy the movie. During the movie alot of people went and sat down in the passage way just for them to cool down a bit. Tonight was the worst movie experience in my entire life and Booklyn mall Sterkinekor ruined a perfect night out with my friends and work colleagues. I will never return to this cinema again.

My husband and I decided to have a family outing (not something we do regularly, as he works all the time, and we tend to prefer to spend "quality time" together with our children.)

We decided that we would take our daughters to the movies. For our 2 1/2yr old daughter, this was her first experience going to the cinema. Due to it being a bad time of the month financially for us, we decided to use my eBucks.

I had contacted the Ster Kinekor head office / customer call centre that morning, as was pleasantly informed that we could absolutely use our eBucks, "all we had to do was go to the branch / movie house and we could purchase our tickets there."

We climbed in the car and drove to the Eastgate branch seeing as they were the only branch to still be showing "Moana". Upon arrival, we were quickly shut down by the cashiers, saying that "their system" does not work, and that we should have bought an eBucks voucher before hand - or something to that effect. When I asked to speak to a Manager, it took forever, waiting for the Manager to amble to us. We were again informed that the call centre "says whatever they like to the customers" and that they cannot accept my eBucks card.
At this point my children were so excited to go to the movies, how could we go home? My husband and I did not have the money to pay for the tickets etc, and therefore had to use my daughters BIRTHDAY MONEY (as we were going to get her something from the shop after the movie) to pay for the tickets.
Needless to say that she enjoyed the movie, but was distraught that she could then not buy her present!

I am utterly disgusted at the blasé and "don't care" attitude of Ster Kinekor and the East Gate branch in particular. I would appreciate feeback in this regard and expect a refund / exchange for my eBucks so that I can purchase my daughters gift for her!

I have frequented the ster kinekor at gateway numerous times and everytime on these occasions I ask for a clubcard.ster kinekor employees say the card is free and when I request one then they say its finished.today was the 6th time that I have requested this card.I was helped by sibusiso S mbatha he said he has the card but don't have to key to get the card.I must come back to him after the movie he will give me one.I returned after watching the movie to be told again they don't have any.Am I being fooled or are the employees lieing.would like this matter to be looked into as I really need that clubcard.

9:45 My daughter and I were waiting in front of Bayside Ster Kinekor for it to open, the movie Ballerina was meant to start at 10:00. Around 10:05 the gates open but no one is around to sell us tickets. I found an extremely rude young lady (with thick painted eyebrows) in the room next to the popcorn area who informed me that they had only just opened and i should buy my tickets through the self service machine. As if I was really inconveniencing her morning. Are you not supposed to be ready when you open the doors? Turns out today, 30/01/17, Ballerina is not showing.?
Why is it then advertised online and on the enormous board in front of ticket sales. And let me just add the slippery, dirty kiddies seats help in no way.
Bayside cinemas are in serious need of a very serious revamp and new friendlier staff. Tickets are not cheap so make the experience cheap.

Good day

Yesterday (29 January) me and my friend wanted to buy 2 tickets for the movie Sing. firstly the movie was for 9:00 but I was told by a very rude young worker (She was working by the popcorn section) that we need to come back at 9:15 that is when the movie starts, they don't take card so we had to withdraw the money ( we like the trailers and didn't want to miss that)
she couldn't even use the Movie Card to earn points and was very hostile when she told us she can't use it .
I've never received such an unpleasant service at the movies.

If the movies started at 9:00, why was the machines to book the tickets put on after 9:00 (which took long to start up) and why isn't the workers properly trained to give excellent customer service.

It is very expensive to watch movies, so it's an privilege for you guys that we still watch movies for that amount of money so we deserve the best customer service.

What are you about to do to stop this unpleasant treatments and train top organised people that knows if a movie starts at 9:00 all should be ready at least by 8:30 not 9:15!

I would like to bring to your attention the poor condition of the movie cinema in eastgate. My friends and i came to watch a movie we entered the cinema and it was pitch black and it was boiling hot as the heating was on. We complained several times to the staff and nothing was done about it. We sat in a boiling hot movie theatre sweating for more than half the movie. 10minutes before the movie ended the problem was fixed. This was one of my worst experiences ever as i go to many movies a lot and have never had such a bad time. This was a disgrace as i came to there to have a nice night out and instead it was an unpleasant night.
Kind regards
Lihi shalev

Good morning,

I decided to spend the afternoon with my daughter and took my her to watch Ballerina yesterday at your cinema, our seats were E5 - 6, we couldn't sit in our seats because they were ripped so badly, so we moved up a seat to realise so we're those seats, it's disgusting that we pay R75.00 per ticket and have to sit on seats like these. 

Look forward to your urgent response.

Angela Fouche

[protected]

Hi.Since Ster Kinekor switched to your new operating system from the old Flash based program, there have been continious problems.Most importantly, many Movie Clubcard members have not been receiving their loyalty points for movies watched.I have watched 24 movies since beginning of Sept 2015, but have not been credited for any of them.The counter staff at various Complexes I enquired at are absolutely clueless and incompetent on how to deal with the problem.I approached the various staff managers at my nearest movie complex, Cape Gate SK, Kraaifontein, Cape Town for help, but they show no interest in helping.The one, Gift, has told me 3times to come back the next day, when he was conveniently not working, as he had various excuses why he couldn't help me immediately while I was there.For a VERY loyal customer who watches 60+movies a year, this is simply absolute pathetic service.Since I'm a Platinum Club member, the old system was crediting me with 200 points per movie watched since about Jan2015.So I believe you owe me nearly 5 free tickets.And I know I'm 1 of many with the same problem.Pls sort this out.Kurt Breuninger [protected] or [protected].

I am appalled with the service I received at the popcorn counter. I was told that due to there being no stock of kiddies small popcorn containers I can only buy medium buckets. So I proceeded to request for one medium popcorn and an extra empty bucket so as to split the popcorn between the two children. I received a rude reply - we do not give buckets out you will need to purchase two medium popcorns.

How is it the customer's fault that your stock management is atrocious. And now as the customer I must foot the bill?

It will be he last time I go to Ster-Kinekor Bedford Centre.

The Ster-Kinekor cinema in cresta is atrocious! Cannot use my sk club points for any movie available, this includes movies showing for 3 weeks or more, won't let me use my points to watch a 3D movie anymore apparently this only applies to 2D movies all of a sudden even though I've watched 3D movies with my SK club points on numerous occasions it allowed me to only watch one movie that's Afrikaans with my free ticket nothing els. Cannot book tickets with the self service desk. Can't acces the app with my account and when trying to reset the password it doesn't send me the email to change it. Also iv changed my birtday 3times already and it's still wrong 😡

The Ster-Kinekor cinema in cresta is atrocious! Cannot use my sk club points for any movie available, this includes movies showing for 3 weeks or more, won't let me use my points to watch a 3D movie anymore apparently this only applies to 2D movies all of a sudden even though I've watched 3D movies with my SK club points on numerous occasions. Most recently my partner watched Arrival in 3D with her sk club points so why can't I watch passengers with mine? Cannot book tickets with the self serviCe kiosks as numerous errors occur when swiping loyalty cards and when checking out. The Operating system is awful. Cannot log into my Ster-Kinekor account online won't accept my email or password when I ask to reset my password the reset email never comes. I have have been a loyal customer of Ster-Kinekor for many years I have a VIP loyalty card. Please Ster-Kinekor this needs fixing

Very dissatisfied

The self help desks, most of them are out of order and the rest are useless. Neither the booking ref, my SK club card or my card I used to make payment with could be used to get my tickets at the self help desk. I then had to wait 10 min at the ticket office to be help.

On the 21st of December, I Tried to book two Tickets for Assassin's creed from the website for that night the 19:30 movie. Just after I paved the website went down. I received confirmation that R182 was withdraw from my account by Ster-Kinekor for the two movie tickets. I went that night to the ticket office to sort it out, after waiting about 15 min with two other movie goers that had the same problem, the manager finally came to help us. He was very unfriendly and unhelpful. As he simply said, that he was unable to help us and that we simply need to buy other tickets and that the bank should refund us our money. But at that time the movie was nearly starting and was fully booked.

I want my money back and that Ster-kinekor make their website better like that incidents like this do not happen in the future. Ster-kinekor must improve their self help desks and the service at the ticket office.

On 9 January 2017 we decided to watch Moana at Blue Route Mall. We were appalled at the service we received. Only one teller was open and he disappeared for ten minutes to speak to his manager about a complaint a family of four had. That took another few minutes. Shortly thereafter we were able to purchase our tickets then joined the queue for concessions. The cashiers were extremely slow. They were all strolling between tills and then realised they had run out of popcorn. The stations were dirty and full of slips these were just thrown on the floor. They were completely unfriendly as well. Our tickets were checked and we walked into the cinema to find someone sitting in our seats. We checked and she had been allocated the same seats as us. We then moved to empty seats only to find that someone else needed to sit there. The manager was called and then only did they realise that the lady had been booked for a completely different show and that her ticket hadn't been checked properly. She then indicated that she had asked for the 3 o clock show and the ticket was wrong. We ended up having to sit in the first row of seats and other people sat on the floor. There was no apology and seemed as though this was a joke. We will never frequent your branch at Blue Route Mall ever again.

I went to watch Manchester by the Sea on 8th January at 14h00. Due to the low illumination level, character recognition was difficult and I could not follow the script. After half an hour I called the Manager. She said that since I was the only one to complain, she did not believe there was a problem. In order to check, I then watched the trailer for this film on my computer via the Ster-Kinekor website. Illumination was fine and I could recognize all the characters. the illumination level at the theatre was definitely sub-standard quality.
I would like a Quality Control person to check the illumination level and revert to me. If they find that the illumination level is in fact below standard, I would like the Manager to be informed. The Manager should then contact me to let me know that in future, my complaint will be taken seriously.

I came to Cape Gate Imax to watch Rogue one with my nephew and sister on the 08/01/2017. Firstly there was one teller open. A line for days she kept making mistakes with the previous customers. When I finally got to the teller she left went to the back then came back minutes later. I asked for tickets and then she refused to sell me tickets because my nephew was according to her not of age. She has major attitude through my glasses in the box and said she will not sell me tickets. She then called the ignorant manager and he had the audacity to ask my sister for my nephews birth certificate! Absolutely appalling service at Cape Gate Stern Kinekor it is not the first time.

My wife took my two daughters, aged 5 and 9, to watch the new "Ballerina" movie today at the Mall of Africa, 6 January 14:00 show.
They showed a trailer of the thriller(horror) movie "The Disappointment Room" not once but TWICE !
And tonight I am struggling with a little girl that is waking up from nightmares.
How can they show trailers like that in a children's movie?

It is 11:19 and 29' outside. Vaal mall has their Aircons on but the manager says he only switches Aircons on at 12 because the grannies complaint it's cold. However the Aircons in the cinemas is on. What nonsens! So the grannies are not worried about the aircons in the cinemas but in the open area it's a problem. I also had a problem with my vitality card and had to wait for the manager who was supposedly busy, standing at the VIP lounge making sure the aircons are off.

1st Jan 2016. Gateway Mall. 14.48pm We were early for our movie and moved towards the lady that scans the tickets and give you entry to the cinema. She scanned our tickets and the mumbled something. My husband asked her twice excuse me whereby she just waved him aside and the told him the we must wait there. Not understanding her he asked her again whereby she then said the movie did not start. We did not know why we could not pass and wanted to ask but she carried on scanning the next customers tickets. Her attitude toward us was unexampletory for a front end person representing Ster Kinekor. We moved aside and again asked her what she said...this time she could see the agitation and explained that the movie did not start yet and we should wait outside. Feeling very unwelcome especially after spending almost a R1000 at the cinema on tickets and drinks.

have had the unfortunate experience to try and book a movie ticket on the Ster-Kinekor website. The user experience is so bad, I find myself not wanting to be specific. I struggle to understand how such a bad product could have been given the go-ahead by management for release. I have tried to book a ticket on two separate occasions and today - the third attempt - I have given up. PLEASE roll back to the previous website.