Ster-Kinekor
Reviews and Complaints

Attended at Ster-Kinekor Cinema 10 to watch a movie on 24 May 2016.

No strip light on the stair. Movie was dark when entering, hands were full with snacks and drinks.

Sprained ankle. Security had to fetch their wheel chair to lift me to the car.

As at 1 August 2016, no apology, no check-up / follow up, no offering to pay any doctor / physio bills, yet I still suffer with an aching ankle.

I’d rather drive 6 hours to watch a movie than go the Ster-Kinekor Sandton, being the closest movie house in my area.

Bad attitude, bad service in general.

I am a firm believer of excellent customer care …and to also feedback critics to a brand so that it improves on it’s service…

Yesterday, 24 July 2016 my family and I decided to watch a movie – Ice Age at the Mall of Africa.

All happy and excited as we stepped in, but the mood quickly changed.

• The self - help was offline – No Notice Board to relay the message so we all stand in queues that are not moving.
• The queues are all over the place – No one knows where to stand or even a customer service executive to announce whether it’s a cash or card service to get the tickets
• Get to the Customer Executive/Cashier – Not even a greeting or a smile. We are presented with a rude frustrated person who I really don’t think wants to be there.
• My husband queried if this is 2D or 3D to which he was greeted by silence. So he asked how much is the tickets for 2 kids under 12 and adults. A cold response of how much we had to pay not even showing us what seats are available.
I then asked if we could have the seat allocation. This lady was the most unhelpful person I have ever come across. She genuinely was irritated by me asking the question.
• After that experience, we ask the Servest ladies where do we pay for our refreshments…we were welcomed with blank stares. We then see on the side an order-pay table. 2 executives standing there. So my husband asks where can we purchase our drinks and popcorns. Greeted with cold looks..”here” was the response. Once he ordered he went to fetch the refreshments only to be told we need to follow another line…and a long line indeed. We missed half an hour of the movie. Yet again No Notice Boards/No human service – nothing.
• Finally get to the counter get our refreshments only to be told we need to get the straws from another side. Picture this a 5year old, 8 year old, 2 adults holding the refreshments without the box tray, we get to the executive with our tickets..no smile not even communicating to us as to where we should go.
• Get to the movies only to find other people sitting in our seats…
• 5 year old drops all her Popcorn down, we scrambling to find our seats in the dark only to find other people sitting in our seats...Nightmare! Movies already started..explaining to the guys that they are sitting in our seats…nobody wanted to move..we look for available seats…
• What supposed to be a happy family outing turned out to be a highly frustrated afternoon..whilst sitting there, I go onto the website to complain. It’s 8pm now .. not even a call or an acknowledgement of my complaint received as yet.
• When we get out of the movies, the girls wanted to go to the toilet…what a shocking state/condition. Really pathetic. Those toilets were not cleaned.
• As we leave the movies, there stands the next set of highly frustrated clients arguing with each other, standing in queues that they are not meant to stand in. A gentleman who is supposed to be standing in a queue to watch a movie decides to help other patrons - shouting out to everyone – Cards this side, Cash on the other, this system is offline…Nightmare!

For a top class mall to be having a chaotic movie house…just very sad.
I live 5 minutes away from the mall, however I rather prefer going to old Monte Casino and having a far more happier time than we just did…After spending R 500.00 and having an experience like we did…I don’t mind the drive…

Something has to be done from your side Please:
• Training of Staff – Very important – Customer care is key
• Presence of a Manager – No Manager on Site
• Notice Boards so that people who are new to the movie house don’t stand around lost and clueless
• Help attendants needed
• That refreshment booth needs to be re-looked..the flow and process..how many queues must one stand in just to get refreshments…
• System software needs to be checked and working. No point of having a self help that you can’t use..

Might I add we got there at 1pm…and the movie starts at 2pm and we still missed half an hour of the movie…

I hope that this email is considered and something is done to improve the service at Ster Kinekor Mall of Africa… I do know that I am not the first person to complain. I was horrified at the facebook postings and guttered to see no response from Ster kinekor management

Look forward to a positive response.

Family night ruined by staff and "management" !
To whom it may concern, I am most dissapointed in the service we have recieved from the musgrave staff and most shocking and suprisgly the management itself this saturday evening.
After standing in a line for more than 30 min we get to an unfriendly cashier who asks cash or card so we say card and she points to a direction of a self service machine, after waiting for assiatance of some staff member for the next 15 min I was then told to use the machine (Not being so techno savy) after making an error on the machine and only realsiing it when enetering the movie the ticket assitant makes us wait for an extra 15 min while she clears the line leaving us last telling us to return the ticket at the "box office" looing around frasutrated as we missing the movie my son and his friends carting around their combo meals anticipated for their movie, having to join the very same line again comes to the cashier and she sighs saying she will try and assist but might not be able to, she types something on her screen and says sorry she cant help, ask for the manager on duty and his busy with "cash ups" wait another 15 min for the ruddest service of my life!
Manager comes after 15 min with no identification or greeting after explaining my situation im ubruptly pointed to a sign that reads out the rules. The manager says he will refuse to help me reason being "many people have this problem so its hard for him", he had no name tag or any sort of identification he refuse to change my movie ticket because it was paid by card and he said its impossible for him to assist me, as he needs to do his cash ups, he also stated that if my son was slighly taller he wouldve assisted which I am uptil now really confused as to how my sons height is of any importance to him helping me correct a human error when asked for assitance I was blatently told no to !
My son and friends dreams were crashed before them, dissapointed and tired kids is what I dealt with.
I did not ask for a refund I did not ask for anything besides assitance, my movie ticket was said to be null and void as per manager I should discard it, my money was wasted popcorn combos wasted, but most of all my time was wasted.

I've been watching at musgrave ster kinerkor since the time I was a kid, I will now never ever step foot in there or recommend anybody to go there to be treated like that, som serious training to the manager and his staff needs to be done, I know dealing with clients on a daily basis isnt easy but if you not a peoples person then dont be in that position and most of all if you not willing to assist then do not call yourself managment!
When asked for managers name he walks away.
After 3 times of asking he writes it on a piece of paper and shoves across counter.

Unhelpful manager name : melvyn
Rude cashiers name :nokuyhula

Im now considering of driving further but happy to get better service.

Waste of time and money is what musgrave ster kinekor has turned into.

On 8 May 2016 we went to watch the new Captain America. It was the first time in a while that we were able to take time off to enjoy a movie. The Manager on duty at North gate Mall at 8pm standing behind kiosk was insulting white customers. Her Racist attitude was followed by more remarks in her African language. Urgent attention is required before social media gets involved. We have witnesses and a video.

I received an email from [protected]@sterkinekor.com on 10 May 2016 with the following message. "Thank you for your email. Thank for bringing this to our attention. Your complaint has been forwarded to the relevant department, and you should be contacted within 48 hours. Your reference number is 31831."

It is now, 17 May 2016, and I have not heard a word. So clearly they don't care...

Me and my wife went to Sterkinikor to watch a movie. The air-conditioning system was not working and it felt like 45?C in the Cinema! I complained at the front desk, and they said it has not been working for a while. It is the middle of Summer and it is unbelievably hot? How can you expect us to watch a movie in that hell hole? Needless to say, we wasted R200. If I come to the Cinema again, and the aircon is not working, I will try and break something that costs ~R200.

My boyfriend and I had gone to Blue route cinema, the guy that checks tickets searched our shopping bags and had said we cant take it in because there was a packet of chips in the bag and we should leave it with him which we refused as this was the first time our personal shopping bags were looked through. We then went into the cinema and sat down with a Combo which we had bought from the cinema when an arrogant, rude Carmen Weiner then came to us saying we should give her our bag keeping in
mind our personal
belongings were sealed as we had a combo we then got up and asked for our money back as out of the people in the cinema we were the only couple asked to give off our bag.the couple sitting behind us who had open things not from the cinema we not forced to give up there goods or to leave like we were. we were then directed to a Paul who was
so rude. we then watched as they let other couples in with bags and asked Paul the question as to why their bags were not looked through and he said Ster kinekor is not
allowed to search personal bags and that is a direct contradiction as to what service we were given. i refuse to support a company with double standards as he could not explain why our bags we physically opened and looked through. i want a response to my complaint and what you are going to do about it pathetic service. I will be posting on Hello Peter as well. Carmen and Paul should both go on people skills training.

This is the second time in two outings to the cinema in the last month that I have booked tickets online at [Hidden Web Address] received a confirmation of the booking, only to arrive at the cinema, swipe my card and be confronted by an error message reading that no tickets have been booked on my card. Fortunately the Cinema management at the Zone in Rosebank were kind enough to accept our printed confirmation from the website as proof of our tickets on both occasions, however on the second occasion (last night) we arrived to discover that our tickets had been double booked and there were other people in our seats. We were forced to watch the next show.

This is unacceptable. We book tickets online in order to secure seats and to avoid the queues at the cinema, but what is the point if we get to the cinema to discover that we in fact have no tickets!? It creates unacceptable hassles. Despite Nu Metro being out of my way, I think that I will be frequenting its cinemas from now on.

I must however thank the staff and management at Ster Kinekor in The Zone for being so understanding and for arranging new tickets for the next show for us and reimbursing the refreshments we'd bought.

I love to go see a movie and just relax, but recently 4 of my friends and I went to see Avatar at Tygervally center, but we recieved horrible sevice. Firstly the lady that helped us, only booked 4 seats instead of 5, and when we corrected her, she had an attitude. Secondly when we paid, she did not give us the correct change, and when we asked her for the correct change, she had a fit and told us we already got our change, and thirdly in the movie we noticed that 2 of our classes are broken. I am very dissapointed by the sevice of Sterkinekor, and would like to know what happend that day, because I go see a movie every thursday night, and would not want another experience like this!

I went to Sterkinekor Wonderpark on Friday, 8th Jan to watch 2012. The patrons at the movie were disturbingly irritating and rude. I sat next to three guys who kept their phones on during the movie, answered them when they rang and were noisy, loud and simply plain disgusting.

I don't know whose responsibility it is to ensure that this sort of behaviour does not continue but this seems to be the norm at Sterkinekor Wonderpark. I've been to other Sterkinekor theaters and I haven't seen this sort of behaviour at all. Maybe the management at Wonderpark should learn from other theaters how they maintain order.

There's probably nothing you can do about your misbehaving customers but I will never set my foot there again. I regret spending my R400 on movie tickets, snacks and drinks only to go through the ordeal.

A simple problem like running out of cups should not be a major issue to deal with> the staff of the establishment expect patrons to pay normal prices for items that are less in value. To get an attitude on top of that is ridiculous.

Lera, who identified herself as a manager (with a badge that had management stuck on with tape) informed me that they ran out of stock of a specific size cups. She and her staff were unwilling to use larger cups with the lower volume inside as it would mess up the stock levels.

This is not what service is about. Ster Kinekor... Train your staff! teach them people skills! This really was not the experience I was looking for when going out with good friends.

My husband and I went to watch 'This is it' on Thursday 8pm at the Cape Gate Cine. We had such a bad experience watching the movie from the start. The lights in the Cine were only switched off about 15 mins into the movie. The sound was terrible with it breaking up several times and at times we couldnt hear anything. (This is a Michael Jackson Movie so you want to hear all the music!) The state of the cinema itself was very poor. I am very dissatisfied with my movie experience and do not feel I got my monies worth!

I purchased a PSP slim the monster hunter freedom unite bundle last week thursday and when I opened the package I did not recieve the screen wipe and the Skin. I really wanted the skin for my psp cause I am a huge fan of the game but it was not in the packaging.

I went back to the shop which I had bought it from being, Pick 'n Pay and they said that they cant help me. It was brand new and in a sealed box with the official sony tape so nothing was tampered with.

I went to the playstation SA website and there is only one contact number for PARTSERVE I called them and they said they only repair the PSP. Then I contacted Playstation USA and gave me a e-mail address for some one in Sterkinekor I e-mailed them and the e-mail came right back saying that the e-mail address does not exist.

I know that Sterkinekor is the importers of all playstation products in South Africa but I am unable to contact anyone in Sterkinekor. I went as far as to e-mail Sterkinekor directly but they never even replied to my e-mail!

I would really appreciate some assistance on this matter as I dont know of any other way of getting those 2 missing items.

I watch movies all of the time, at least once a week. I have had a platinum card with ster kinekor for probably 5 years now. A few weeks ago I took my girlfriend to ster kinekor in Sandton City, she used her vitality card for her ticket. When we get to the front the lady who takes tickets asks very rudely to see the card. We show her the card and she then says that it is not her card. The picture is bad, but when my girlfriend queried it at the time she was told that it was fine and didn't matter. The lady went on about it, making jokes and being very unfriendly. We eventually managed to get it resolved. Last night we went back to the sandton city cinemas and were confronted by the same lady, same problem and same bad attitude all over again. All of the staff who involved themselves both times were incredibly rude, abrasive and unhelpful. I am considering watching movies elsewhere from now on as the service I have been receiving is unacceptable.

This is now the second time I have taken my daughter to watch a movie, and have walked out feeling what a waste of money. The first time we watched a movie there was a rat running up and down the stairs. I also complained that the the cinema was dirty and had not been cleaned between shows. Today we went to see District 9 which if I may add was brilliant. The sound was so loud that the speakers were distorting and one battled to hear anything. People were actually standing up and leaving. I went to the refreshments counter and asked to see the manager. Petuna rudely told me ...'around the corner'. I went to the office where it clearly states Manager on the door, knocked, waited then opened to find another door with an intercom which I pressed and waited. After a while I went back to Petuna and said that there was no Manager but just another door. She slammed the door in my face and started to complain to the rest of the staff in her language. Then stormed passed me to the managers office and came back with the manager. I would understand if the movie ticket was for free or even the refreshments which cost me over R120 but IT WAS NOT AND I PAID FOR IT.