Ster-Kinekor
Reviews and Complaints

I had the misfortune of again being in Cinema 3 at Brooklyn Nouveau in Pretoria on Saturday evening. This cinema has had flickering lights which are most irritating, through all the pre-movie trailers and adverts. This situation has prevailed over the past 2 months - surely the fault can be rectified? It is an absolute relief when the movie starts and the lights in question are turned off.

It is with unimaginable regret that I need to address the pathetic service from Ster-Kinekor Theatres Maponya Mall. My friend Millicent Msimango and I went to watch Acrimony. We opted for the latest movie at 22:45pm as per the website for personal reasons. When we got there we ask why the terminals to buy tickets are closed, we were told it's closed. When we questioned the info on the website this lady went on to say it was a mistake they were not supposed to publish movies after 8pm for Maponya on the website. The lady called a manager because she saw we were about to cause a scene and were asking her for the customer services number. The manager arrogantly tells us that this movie is not playing after 8pm when we ask abt the website she leaves us hanging saying she is going to check something. She left us there for a good 10mins and we were clearly not taking their bull story. Then the lady we initially spoke to re appears with an attitude and tells us to come butythe tickets from her. When we ask about the popcorn it was clear everyone was about to knock off as even the roller door was half closed. We were treated like intruders as if we distracted everyday course. The treatment we received is totally unacceptable and we are not happy because we did not even enjoy the movie, someone kept on switching the lights on and off to disgruntle us I would assume 😏😡

Service was poor from staff to slow an equipment either did not work or had an issue as no cups. Waiting in que after purchase from your self help terminal is even worse as you end up in two ques rather than one. Staff were also not helpful as they we too busy chatting too themselves to assist, they were very rude an impolite when answering questions.

Hi

My ref is wkpptsh

I want my to 2 vouchers then given back that I used there tonight

Kind regards;

Sonel steyn
[protected]

— forwarded message —
From: sonel steyn
Date: tue, mar 27, 2018 at 1:00 pm
Subject: no feeling the love - booked for 28 march
To: nisa bhayat

Hi nisa

Hope it is going well.

I finally got around to book tickets using the voucher that I received after my very unpleasant experience at gateway last year and guess what?

Again it seems that gateway just don't want to see me or my friends happy.

I booked and paid for the lady night movie that I got the invite to on the 6 march

I booked 6 tickets and used 2 of my voucher for this as it is my darling daughters birthday and we both love tyler perry movies.

At the time I booked it the age restriction was tbc and as it is her birthday myself 4 of my girl friends and my daughter is going to be treated with all the mani's pedi's, freebies, fragrances and much more...

As per the email:

— forwarded message —
From: sk club
Date: tue, mar 6, 2018 at 4:16 pm
Subject: girlfriends getaway: book now to watch acrimony!
To: sonel. [protected]@gmail.com

Dear sonel,

Round up your warrior women and head to ster-kinekor this march!

You and your besties can be the first to watch acrimony, a story about a faithful wife (taraji p. Henson) who gets tired of standing by her devious husband (lyriq bent), is enraged when it becomes clear that she has been betrayed. Acrimony is written and directed by tyler perry.

Book your tickets now and make the best movie night memories at girlfriends' getaway!

Exclusive pre-release screenings at 20:00 on wednesday, 28 march only at baywest, capegate, cavendish, eastgate, gateway commercial, mall of africa, mooi river, the zone @ rosebank and wonderpark.

Complimentary welcome drinks including amarula, mani's & pedi's, fragrances, freebies and much, much more on offer at ster-kinekor's girlfriend's getaway!

Now I get told she not allowed as the age has been changed to 16 - really! That is not exeptable!

We are all looking forward to going to the movies and again I have to disappoint her and this time on her birthday?!?!?! This is not happening

If we are not allowed to watch the movie then I want a full refund and want another movie then as we are still going to the movies I am not going to be the pig in this story!

I am awaiting your urgent feedback!

Kind regards;

Sonel steyn
[protected]

I booked (and paid via credit card) for a ticket online this on 27/02/2018. After the transaction was completed, I saw that it was the incorrect cinema. I then called the Customer Care line [protected]) around 18:30 to get a refund but was advised to call back at 20:00, as their system was offline. When I called again at 20:00 the system was still offline and I was advised to send an e-mail to this e-mail address to pursue the refund. I e-mailed Sterkinekor twice after that with my credit card number and a statement, indicating that the money was deducted from my account. To date, I have not been refunded.
CAS-137010-Y7G3N9 STK:[protected]

Good day

I accidentally booked online to watch a movie in cape town instead of Cresta mall. I have phoned the customer care line more than 5 times and 3 weeks later I am still waiting for my refund of R175. I was told it would be paid in 24 hours, then I was told to send my bank statement, then I was told it's pending... I am willing to take this case further and will do it next week if I do not receive my refund back. I find it unethical and fraudulent to keep a customers money and lie about payment.

To Whom It May Concern,
I wish to place on record my dissatisfaction at Prestige Cinema Gateway Shopping Mall.
It was shocking to see how badly the seating arrangements has been changed and the discomfort at Prestige.
I will not consider on bringing my staff during our yearly closure at our company as I feel its no longer worth the money sent.
I hope my message reaches the appropriate person in charge.
Regards
Nisa

We watched a movie last night at Mall of Africa. We also went last Saturday and on both these occasions when we entered the theater after cleaning had finished, the theater was still filthy with popcorn on seats, on the steps and on the floors in front of seats. Empty containers were not removed from under seats. This is despicable and totally unacceptable. For what I pay for going to a movie I at least expect the theater to be clean when I enter. I don't expect to be stepping on popcorn and having to wipe my seat clean before being able to sit down.

I went to watch Black Panther at your Maponya mall branch on the 20th February 2018. I was there 30 minutes before the movie to get my refreshments and movie tickets along with my 2 friends. What I found very disturbing is that there is no respect for the seat numbers allocated on the ticket. You walk into the cinema and someone is sitting on your seat number. Secondly, about 15minutes into the movie, people were still allowed to walk in and bright their torches, making it very uncomfortable for everyone who was on time. As if that was not enough, 20 minutes into the movie, they switch on the lights for people to walk in - without even pausing the movie. So all these distractions made it very difficult for us to enjoy the movie. I am appalled by the lack of customer service at Maponya branch and at this stage I am not sure if we you are doing us a favour by having the movie house or what. Totally unacceptable behaviour by the staff. I would like for this issue to be addressed and it should not happen again. For our inconvenience I expect a full refund or a voucher for a movie of our choice for all 3 of us

Hi myself and 3 friends went to watch a DBOX movie - Jumanji in Gateway but sadly we didn't get to experience experience what the hype was about because we sat on Dummy uncomfortable seats, whilst the people who sat on the red seats got the experience which they paid for.

We unfortunately couldn't take it up with management because we went to the late show. We were very disappointed that we didn't get to watch the movie as per advertised.

I look forward hearing from you.

Hi

I am frequent customer with you guys. I went to watch jumaji2 at rosebank zone and had two really unhappy scenario.
1) vitality was not working. How could you tell a customer after trying on your machine for a long time and then one of your consultants telling that discovery vitality is offline. This is bad service there is no where mentioned on your app nor website nor anywhere at theatre. after I drove to a theatre and meet one of your consultants to only realise that I have no choice than to pay full amount for the ticket. I am really unhappy. Please advise what could be done. I asked your consultant if I can ask for a refund and he said I can try. So please check and tell me.

2) there was no air condition whatsoever in the whole movie. This is my first ever time In any theatre wherein I was sweating. I am not sure what's going on with you guys.

Am a very angry and disappointed customer. First and for most we pay a lot to watch a movie, and your prices for goodies are ridiculous. Your slush puppy was watery and taste less, on top of that cinema 2 didn't have sound. So we decided to tell the manager he insisted that he called a technician but hasn't showed up and it's 20:00 with my understanding this problem has transpired the whole day., but they kept selling the tickets to us customers. We needed up a watching the movie with that sound problem, I asked for a refund for my slush puppy but the manager told me that he won't refund me. So that's the service I got from Sterland. I am unhappy and I need an apology from the manager and a refund.

Good day. My husband and I went for a Movie at Carnivall City Ster Kinekor on 12 Jan 2018 to watch Jumanji in 3D, needless to say we never did.

Once the Movie Trailers started we noticed that the screen was extremely unclear, with the hope that this might be something other than the screen we stayed and waited to see if the movie would be better - it was not. It became clear to us that this was probably the lens that has not been cleaned in ages, unable to watch a 3D movie which looked nothing like one we got up and left.

We thought we would bring it to the manager attention but he/she was nowhere to be found and none of the staff had any idea where he/she was. The staff member we spoke to went into the cinema and said yes it looks like the lens is dirty he then said he will stop the movie and have it cleaned, we never saw him again so we just left.

We go to the movies for an experience, especially if its 3D and I think it is unacceptable if we, the customer needs to point out something as simple as cleaning a lens.

Also, I know the lights leading down the aisle is for safety purposes but there has to be a better way to light it up, every movie we go to the lights in the aisle shines directly on the screen.

Please see our contact details below along with copies of our tickets, and we hope you take the necessary action.

Karel Greeff: [protected] [protected]@wifit.co.za
Lizelle Greeff: [protected] [protected]@wifit.co.za

Best Regards,

L. Greeff

My dad recently became a pensioner and we decided to go watch a movie where he would get his pensioners discount. When we swiped his card realized it displayed someone else's name. Staff couldn't help. So useless. Manager gets paid for nothing! of no help. Finally just paid full price. Very unacceptable. Get your service in order! Staff has no way of resolving problems and needs to be trained to help customers

I visited your cinema at Cavendish Square Cape Town on Saturday 16/12/2017 and purchased tickets to watch Daddy's home 2 at cinema 8 for the 15h15 show. Halfway through the movie, everyone started noticing the smell of weed in the cinema and when I looked around, I could see smoke emanating from a bunch of youngsters in the front row. I then screamed at them, they then stopped and all ran out of the cinema disrupting everything. I find this highly unacceptable as I had my 12 year old at the cinema with me. Although I know that you cannot foresee such happenings, I do believe that there should be more vigilance where this is concerned and ushers should at least do a walkthrough once during a movie. This was a huge disruption and very unsettling to me and my family.

THE RESPONSE FROM STER KINEKOR WAS SORRY FOR THE INCONVENIENCE BUT THEY DO NOT HAVE A USHER STATIONED INSIDE THE CINEMA AS THE PATRONS FIND THIS TO BE A HINDRANCE - so it will probably happen again is what they are saying - illegal substance abuse in the presence of minors.

Dear Messrs, on Thursday 04 January 2018, as we aren't able to spend much time with my granddaughter, we looked forward to taking her see Ferdinand at Ster - Kinekor, Blue Route Mall, Tokai. Checking the advert and times in the newspaper and on the billboard outside the cinema, there was No sign of it being a 3D movie!, least to say that we were very disappointed when it came to purchasing the movie tickets. We were told by the assistant that it would be a 2D movie from Friday, 5th January 2018.

I would appreciate it that this is taken note of, and the movie is advertised as 3D appropriately.

Anita Burger

Good day to whom this may concern.
Take this on a serious note.
We had made a booking at Mall of Africa prestige on the 5 of January 2018.
When we have arrived we whent to the self service to book our tickets, we had requested assistance with the booking. Were by he staff member was not of any help and treated us very rude.
After this we when to collect our popcorn.
Our popcorn was very cold not really enjoyable at all.
I will really recommend to provide better service.
I was not satisfied at all, untill this is not changed I would not recommend Sterkinekor Mall Of Africa to anybody.

This is the second time I have purchased a slush puppy at the cinema at the liberty promenade mall and its been completely melted when I got it. If I wanted normal soda I'd purchase that but I pay extra to have an icey cold drink. The second time I asked the lady at thr concession stand for a strawberry flavored slushy but when I got into the theater it was cherry flavour and all watery. This is rediculous to so much money for something that isn't even made properly!

I went to watch The Foreigner starting at 20h30 on the 28th of December 2017, Cinema 4. When I got in it 20h25 it was pitch black at the theatre and screen off. I manoeuvred my way to my sit in that darkness and sat to watch the movie. When it got finished, I stood up up to leave only to be scraped my flesh off on my right foot by some aluminium metal that was on the step. The blood was everywhere and my shoe was ripped apart. I had to go to be taken by ambulance to the hospital 1 hour later and got stitched. I can not walk and had to buy crutches in order to walk.

To whom it may concern

On the 26th of December 2017, we a family of 8 went to watch the Bollywood movie Tiger Zinda Hai, at the Gateway Shopping Mall in Durban.We were an hour and half early but stood in the line to collect our popcorn order for over an hour. We had thus missed Half and hour of the movie. When we eventually got to the front, it was to be served by an unfriendly and uncaring staff member, who mixed up the orders and was annoyed when we asked to be given the box holders as it was a big order and it would make carrying them into the cinema much easier.At the counter we had to wait another 10 minutes for the popcorn.This popcorn we are not sure where it came from as the popcorn machine was empty .

The quality was not up to standard and the service was pathetic. We had a young employee come out and say something on the loud speaker which was not audible and his mannerism left much to be desired.For him it was a joke.

For an organisation of this caliber to provide this kind of service is unacceptable. We had spent over R1000.00 at Ster Kinekor on that day and it was a total waste of our hard earned money.

Senior management needs to rethink your policy on paying and collection of popcorn and other items.If not allow members using your facilities to purchase outside items and bring to your cinema.