Ster-Kinekor
Reviews and Complaints

On Saturday 24th June, I took my son to watch Cars 3 at Brooklyn, Pretoria. I mistakenly left my credit card in the pay point machine.

I only discovered this on Friday 30th June at 9:00am in the morning.

I called Brooklyn and spoke to a manageress called Kagiso.

After identifying myself, she confirmed that she y credit card. I was so relieved and happy that there were still honest people in SA .

As I was stuck at the office in JHB, I confirmed that I would be there after 6pm to collect the card.

When I arrived at Brooklyn, a very polite and helpful young man named Sibusiso, searched and searched for my card, also with numerous calls to Kagiso who refused to answer her cell phone.

I was very disappointed to be told that my credit card had been stolen off Kagiso's table, and that confirms that is indeed a staff member who stole it, as public does not have access to her office.

Very disappointed,

Stephen Tsalavoutas
[protected]

1/7/[protected]@20:00, sterkinekor, vaalmall prestige theatre: wonder women.
Atrocious incompetent staff & double booked seats
In my opinion your staff should be fired. Totally and utterly incompetent. You should be ashamed of yourselves in hiring this calibre of staff to operate your business! Three of us attended your prestige theatre for an ‘experience’ as promised by your advertising. The coffee latte’s were never delivered, our seats were double booked. We ended up in the chaos, in your ‘managers office’ to negotiate a reimbursement for our tickets that were paid in cash. The cinema atm was conveniently off line. What a total embarrassment and disappointment. Keep your experience!

Hi there

To whom it might concern.

I went to watch the movie Baywatch, with my husband and parents at Centurion mall Ster Kinekor, this evening. We bought 4 tickets and the R199.99 family pack popcorn, drinks and sweets special. We had booked our movie early and walk around the mall waiting on time to pass till 8pm. Firstly, there is a board outside Ster Kinekor that states " Present your movie ticket to info desk for free parking". My husband asked the assistant at Ster Kinekor to direct us to the info desk, he had then told us to go down the escalator and we will find the info desk, my husband and I proceeded to do so, but couldn't find any info desk. We went up the escalator and found an info desk but it was closed. It is winter and cold and such an inconvenience to be walking around the mall looking for a place that is closed, Ster Kinekor staff should have more information, when we went up and told the assistant, he didn't offer any assistance, he just looked at us in confusion and we were travelling with two cars, then we got our goodies, went into the cinema 5 sat down and waited for the movie to start but we could only hear audio and see nothing, we sat there for a few minutes until someone went to tell them what is going on. They went on testing and trying to sort out whatever is wrong, but never informed us or apologized for the inconvenience. We sat and sat for an entire 45 minutes and still nothing. Then the same staff member that assisted us before came in and wanted everyone's attention to say something but the audio was still playing and we couldn't hear him very well, he tried to indicate to someone in the server room that they need to put the audio off but I don't think anyone heard him or saw him so he then just proceeded to talk. He said to everyone "please go to the tills and you will be refunded" no apology, just that blunt. My husband asked him if we get refunded for the uneccessary popcorn and foods, he just said no. We asked if we could go see another movie like transformers which had already started he said yes but you must pay for the glasses. We decided not too. I think that it is such an inconvenience to customers like myself to sit there and wait for nothing. It is such a waste of out time. We got refunded but our time was wasted money for uneccessary goods. How can they not check to see if the things or screen was in working condition before the movie had to start. How can they not apologise. Why were we not compensated for the inconvenience in done way. I'm very disappointed with the horrible service and inconvenience and we still had to pay for parking too.

Looking forward to hearing from you soon
Natasha Pather
[protected]
[protected]@gmail.com

I have just come back from trying to watch the new transformers movies at gateway. However, in trying to book tickets at the self service counter my transaction went through on my bank card but tickets failed to print . On trying to get assistance was told that my transaction was not found. However I now can't book the movie on my vitality cards + I have still been charged for the transaction. Apparently have to wait 24hrs for it to reverse on my bank card but if it doesn't still need to get a bank statement to refund. Have now wasted my time and still haven't seen the movie. Service at gateway sucks. Most of the kiosks don't function and the staff do nothing to assist. Disappointed

Hello,

I am very disappointed. We saw the movie on friday and even with our 3d glasses on the movie was blurred. As if we were not wearing our glasses. We heard as we walked out some other people complaining about the same thing. I dont know if the glasses we bought was inferior or if their was something wrong with the projector showing the movie. What was suppose to be a surprise movie for my little girl end up being a big big disappointment.

Please can you find out about that and let me know.

We went to the Mall of Africa and saw Dispicable Me3 the 19h30 show.

Kind regard
Annie Grobbelaar

I was at the Blueroute branch on Wednesday (28 June 2017) to watch the 20h15 show of The Mummy.

Halfway through the movie, three young guys came into the cinema. This has left me feeling very uneasy, as they were fidgety.
I understand that anyone can come to watch a movie provided they buy tickets.

What concerns me, is that there were no staff members present when we went out to check. With everything happening around us and the increase in crime, I would have thought that at least there would always be someone checking tickets, controlling the people that are allowed into the cinema.

The fact that there was no staff left room for anyone to enter the cinema. If anything had happened, there would have been no to report the incident to.

This is not the first time that I've seen no staff members present after a late-ish show.

Hi.

I came to watch a movie with my family at 9 only to find that at 8.53 there was no one to assist. Only at 9.03 were we helped of which we had to wait for pop corn.

Once we finally got to sit down the movie had already started.

I approached one of the staff members and asked if they could give me a new ticket as the movie already started due to their delay however she rudely replied with it's not their problem.

I will never support you again, i will be taking all business to Numetro as well as spread the word of how you waste clients money and time.

Good day

I want to complain about the trailers featured before movies. Age restrictions are there for a reason: so that the viewer can make an informed choice as to what they want to see and what not. 
Recently I went to see a few unrestricted movies and the trailers contained a lot of things which definitely didn't apply to the same restriction as the movie I went to see.
Last night I went to see 'This beautiful fantastic' which is rated 7-9 PG at the Cape Town waterfront, and they screened the trailer of 'Below her mouth' which contained very explicit sex scenes. I've also seen a few trailers with very graphic and horrific violence. 
If I choose to see a movie that doesn't contain any of that, I feel it isn't right to screen those things in the trailers either.
If I take a child to see those movies and they are exposed to all of this during the trailers, what is the use of age restrictions?
I am not saying that movies with age restrictions cannot be screened, but someone needs to check of the trailer contains anything that doesn't comply with the age restriction of the movie paid for.
I really expect something to be done about this.

Hello im complaining about my club card after activating my card for the second time I still can't watch movie on a Tuesday and can't earn points. I want this sort out please im tired of not being able to go to the movie without having to wait a have an hour so I mis half of the movie.

Thank you
Contact me via email or telephone
[protected]@gmail.com
Telephone -[protected]

If you going to force us to buy our snacks and drinks at your overpriced kiosk at least have a wider range of drinks... why do you even have soda water as an option... Lmfao, who even drinks that [censor]... You need to add at least Sprite or Schweppes to your kiosk. If you don't resolve this, I am going to start sneaking in my own snacks and drinks. Hard luck...

To whom it may concern

I called to book a prestige cinema ticket at Sandton city, on my call I asked what movies were showing in prestige and the woman assisting gave me a few options including Wonder Woman 3 D, being our first time watching a movie in prestige we were very excited and badly let down when they told us 5min before the movie its not prestige its showing in the normal movie prestige our tickets could not be changed at this time, at this stage we already placed a snack platter order in prestige which then was delivered to us in the movie and the food was dry and old plus not convenient as the movie house chairs are so close to eachother it bothered the people next to us.

This was the worst experience I have ever had.

Come for a relaxing evening to watch a movie and all self service kiosks decline bank cards.

Row extremely long at counter and cards also decline. Network seems to be off

Luckily I bought tickets online. So had to come to the movie without any refreshments

No staff is trying to assist just let people stand in a long row

Very poor service absolutely disappointing

I am currently sitting in cinema 8 at Rosebank mall ster kinekor watching Beauty and the Beast. During the film the side lights turned on. I went to complain and a very rude staff member laughed and said she will sort it out. Five minutes later the main big lights turned on, stayed on for a few minutes and then turned off. The side lights (the original complaint) is still on. Not happy

I attended the Ster Kinekor Cresta on 21 May 2017 to watch King Arthur with two other friends. We selected our movie and used our Vitality Movie card for two of us and then one Edgars club card which amounted to R160.00.
However when we tried to process payment, It did not allow for me to swipe our bank card. it kept on giving me an error message. I then had to request assistance at another counter only to be told that it takes 15 min for the Vitality card to reset as we tried to do a purchase beforehand although we cancelled the first purchase. The assistant had to process our payment with some other vitality card of Ster kinekor so that we could get our discount. The total amounted to R164.00. I don't care about the R4.00 but my frustration is why won't the Vitality cards work with the Edgars Club card when trying to do a purchase. This was not the first time it happened to me. The same problem occurred at The Zone.
Your self service system is very frustrating. I don't like going to Ster kinekor anymore as your systems keep on failing.
The second complaint is ordering popcorn and drinks on the system. I find this ridiculous as what happens when one orders on the system and somehow forgets they wanted to also have water or another packet of gums or whispers. Now the person must go back in line to the system to order those items instead of just adding the extra items to the order when we could pay at the counter.

Please look into this matter as i don't find your system user friendly. i find it makes people more frustrated and exasperated and just annoyed .

Earlier this evening(21 May 2017) we went to see the 19:45 screening of Alien Covenant. After buying the tickets(seats F8 and 9) we proceeded to the kiosk for snacks and drinks. I asked for a large Popcorn and 2 large Cokes, to which the lady responded that they're out of Coke. I asked if I could have 2 large Coke Zero's instead. She tried pouring and came back saying the Coke Zero is out as well. The clerk and another man fiddled with the drinks machine and said it was out of gas.

At this point she asked if we could step aside so that she could help other customers in line. After trying to get the gas to work she asked if we wanted to taste the Coke(we could all see it was flat).

I asked if I could get my Coke somewhere else and she said: "I don't know about that." I asked her what we should do in that case and she went to call the manager. 2 ladies came back with her and basically did the same thing she did earlier. We tried speaking to the manager but she did not even acknowledge us. The cashier lady told us that we can buy our drinks elsewhere if we want. And this was already after waiting for 15 minutes.

We just left everything and went into the theater, to find that we missed a good piece of the movie. The staff were not helpful at all and this was the worst experiences I have had at a Ster Kinekor cinema.

20 minutes into the movie I went to check if they have resolved the issue with the drinks to find that they did not and also that they emptied the popcorn machine. So I had to run out to get a Coke at McDonalds during the movie, which was just another nail in the coffin as I missed another 15 minutes of the movie.

Please advise if any steps will be taken to resolve this issue as I would not like this to happen to myself nor to anyone else. As the staff show a huge lack of empathy and people skills.

I also request a refund as I would really like to watch the movie in its entirety.

All the glamerous, newly installed self service machines are off line. This leaves ONE cashpoint open on Saturday evening. Service is painstakingly slow. Staff baffled and unable to deal with crowds. To add to this, my initial creditcard transaction (that failed due to off line) came to R350, but when i paid at the cash point it came to R400? This was an extremely unpleasant experience, if it was not a promise to my kids i would have left. I feel the staff could have managed the situation better. Unacceptable. In these cases there should be at least more cash points opened.

Appalling, appalling service.

It was saturday, the 15th of april.. The saturday of the easter weekend. Naturally, gateway shopping centre was extremely busy & naturally, people wanted to watch a movie. Its not rocket science & anyone with any common sense would know that this period, along with the christmas period, is one of the busiest times. I am not a manger of any kind, but what I do know is that a contingency plan needs to be in place to accommodate this peak season & people need to be there to help patrons.. You know the people that your business derives its profits from?

I am so sick & tired of the lack of service & assistance that I have to keep on enduring at the gateway ster-kinekor! I was purchasing tickets for my mum & aunt, whilst waiting in this busy line with my 10 month old baby. I stood in the self service line, buy the food outlet for over 20 minutes!. It was eventually my turn to purchase the tickets & the touch screen kept getting frozen. We eventually got to select the movie, only to realise that there is no swiping terminal. Out of the 6 self service stations so proudly displayed, only 3 of them were working!. There was not a single person to assist & neither did I see one manager on duty. My child is now crabby at this stage, I am frustrated & tired & there was like hundreds of people buzzing around me. I dont even think frustration was the correct description of how angry I was! Because I had promised my mother that they could enjoy some "relaxation" time, I had to continue with this gruelling process, which feels like I am pulling teeth each time, I want to watch a movie at gateway ster-kinekor. Now ask yourself if anyone would be in the right mood to enjoy a movie, after attempting to get tickets, is such a nightmare?

I than had to go to the other self-service station, along with my baby & stand there for over 20 minutes again!. I get there & there is one person assisting every 3 people that need to purchase tickets. Really?

I go upstairs to purchase popcorn & this new touch screen system that is in place, is a nightmare in itself. It took me another +10 minutes to get a popcorn & coke.

I am now at my wits end, because this is not the first time that I have had to endure such crappy service from this provider. There have been busy times prior to this, where if you are lucky you will find 2 out of 6 self service stations working. I have yet to see a ster-kinekor employee designated to assist people at this point. I dont ever see managers walking around & assisting people, in fact I have never seen a manager before!. This type of pathetic service is unacceptable, especially when I am paying so much to enjoy "quality" entertainment!

Christmas is soon approaching & yet again its going to be busy. So I want to know what is going to be done to alleviate customers having to keep enduring this torture? You need to have more employees around to assist people. The self service machines need to be working & a sign needs to be put up when they arent in order. You need to have your managers on full beck & call. This branch needs some serious work-over & this kind of unethical practise needs to stop. You cannot keep on running a business, the way in which this branch is continuing at!
Daphne - [protected]

Sunday 14 May my children took me to Ster Kinekor Mal at Carnival to watch the 9:00 show, as a treat for Mothersday. We arrived at 8:40 as movie starting time is 9:00. The shutter door was 1/3 open. My son went in to enquiry when they will open as we need to buy refreshments before the movie start at 9:00. Employee told him there is trailers the movie only starts at about 9:10. The door was opened at 9:07. My children went to the kiosk and I went straight to the theatre. As I sat down the main attraction was already showing. My son went out to the lady who check the tickets to complain, she shrugged and said there is nothing they can do.
Sorry not good enough for me. Obviously a crucial introduction to the story was missed, and our day spoiled.

I bought tickets to the value of R268 for ster kinekor at Cedar square on the 25th April in the evening for the movies the next day. I got confirmation that it went through. The next day when my sister took the kids through this booking could not be picked up. This is after I send a screenshot of the booking and gave my card details. She had to buy new tickets and they were all late for their movies as a result.

Details:
Cinema: Bayside 1-8
Booking ID: WMSH9RW

I look forward to hearing from you.

Disebo Monama [protected]

Good morning, My husband and I are SK club members and frequent your Musgrave Branch, Durban on a regular basis. We have 2 issues:
1. There are always long queue's to get refreshments and can sometimes take up to 25 minutes! Often the staff have to keep running to get lids for the cool drinks or buckets for the pop corn. They never seem organised and at peak times there are never enough staff on duty either? When have complained to management on a few occasions but nothing ever seems to change? On the few occasions that we have gone to Gateway the system seems to run much smoother.
2. The other issue is that the movies do not seem to change very frequently either. The same movie shows for weeks on end? Very frustrating!