Ster-Kinekor
Reviews and Complaints

On the 19th Dec 2016 a group of family members purchased tickets to see Rogue one. The cinema's air-conditioning was still broken (Cinema 4, [protected]@Carnival) as it had been for months before that. Staff was scarce and we had to purchase tickets via the machine. No staff were present to take our tickets and direct us to the correct cinema, so anyone could freely walk in. We went again on the 21st Dec 2016 to watch Assassins creed. After purchasing tickets a single floating staff member told us the movie may or may not show, due to hardware malfunction, we were advised to 'pick another movie'. No notice signs of this malfunction were present and the cinema was half booked. No staff was present behind the ticket counter to assist with this 'swap', no staff were present the cinema door either. The continuous lack of service and malfunctioning cinemas will mark the end of our attempts to watch movies at [protected]@carnival.

I walked out of a showing of Rogue One 3D at Greenstone Hill at 17:00 today (2016.12.20).

There was hardly any light coming off the screen. It was like watching a film furtively with power-saver mode on. One cannot discern character expressions, set, action sequences or ever which character is talking. It is an absolute disgrace that South Africans would pay R102 for what is essentially a badly pirated film projected by candlelight.

I later went to Nu Metro to see it 2D. It was only slightly better.

I know the problem is not the film. The online preview is colourful and clear: it pops. Screenshots of the film are likewise visually pleasing.

Doesn't it revolt you that the entire country cannot see films clearly while tickets are so expensive? Surely there is some regulatory body to protect the consumer.

You can see complaints concerning the poor quality of visuals at South African cinemas at hellopeter.

Thank you.

On 16 December 2 adults and 1 child went to see Moana in 3D (12:15 show)at the Eastgate shopping centre
As you can only purchase per computerized option we ordered 3 tickets, 3 pairs of 3D glasses and our snack options all in one, it came to +-R560.

We proceeded upstairs and went to the snack counter just before entering the cinema to get our snacks and glasses. We were given the correct snacks and 3 pairs of black coloured glasses. My husband mentioned that the glasses do not look like the ones we usually get as they are usually blue and I told him that they update these kind of things all the time and this was probably the case. We entered the cinema (cinema 3 - incidentally an IMAX theater. We started watching the movie (pre shows - not in 3D). As we continued watching and the 3D previews started we put on our glasses and noticed that the 3D was not working. We looked around and saw that most of the people we could see in the dark theater was wearing the same glasses as us so we did not query the fact that we could not see the previews in 3D. Thinking that once the movie starts it will be right. As the movie started I mentioned to my husband that it was not working. A person in the front seats got up and we saw him walking out returning not too long after. As the people next to us was not complaining we continued watching the movie thinking that if we complained the movie was already on and they would not start it over for us. Needless to say, it was not a good experience. Once the movie was finished we left and went to the initial area where we bought the tickets, glasses and snacks. There was a staff member there who we complained to. He initially questioned that we actually bought the glasses from them thinking that we possibly brought our own but I showed him our slip. He then referred us to the managers office up at the top again. We went there and the same thing happened with another staff member that insinuated that we brought our own glasses. Once we showed him the ticket as well he referred us to a lady in charge. The lady asked the same kind of questions and also asked us why we had not complained when the movie started. We told her how were we supposed to know that the glasses supplied were given to us in error after it clearly stated on the ticket that 3 pairs of 3D glasses were ordered and they were not going to stop the movie for us, then we would have missed 10 or so minutes of the movie. She then offered to give us one free movie ticket. At that stage my husband was so upset, he gave her his ticket and glasses and told her we were going to leave as this is not acceptable service. He then left with my daughter. The lady explained to me that we have now watched the whole movie so it is not fair for them to give us 3 more tickets which would be the LEAST I expected, 3 tickets + glasses + snacks that we wasted money on.

This was the point that I left as well as there was no explaining my side of the story, she had made up her mind. I feel that we should have either had to be refunded in full (tickets, snacks, glasses and all) or been given a voucher to the same value so we can see if a future experience is possibly better. I unfortunately do not have the slip or the glasses as my husband gave all of it to the manager in anger. I feel that we were cheated out of what should have been a good experience.

I was so looking forward to my husband and i's date night. We got to the movies and queued to purchase our tickets. Our turn came and I picked b8-9 cinema 5 (almost christmas) seats. We collected our snacks and proceeded to the cinema. Boom, our seats were occupied by people who didn't have tickets and claim there was a system error hence the manager on duty assigned them our seats. To try and resolve the issue, 3 different staff members tried to ask the people to move but they refused. After waiting for a manger who gave away our seats for almost 20 mins, to our shock they asked us to go and sit right in the front. Why have a seat booking system if anything goes?, why your systems do not validate or check duplications?. As common courtesy, why don't you ensure that the person checking if the ticket is valid can also check for duplicates to contain the issue before it becomes a really big popcorn spat? What good is a system if it can't do basic things, then you might as well revert back to the old way of doing things.

Having an 8 month old, hubby and I hardly get to go out alone and when finally we had the chance, we chose dinner and a movie. Bought the tickets and 10 minutes before start we order our snacks but the card machine was faulty and we had to wait and wait and wait. Eventually we were told to rather find an ATM and pay cash. The movie had then already started (after trailers) and we missed the beginning and our snacks were eventually brought in about 20min BEFORE the END of the movie. We spent some time trying to figure out what happened in the beginning and the basis of the movie (Underworld). Wasted LOTS OF MONEY and VALUABLE TIME being FRUSTRATED. Hubby wanted to leave. This was a week ago and still haven't heard from anyone re this complaint which I lodged immediately on site (Ref: 1864501). Not the first time this happens at Prestige paypoint!

My family and I went to watch the movie "Alone in Berlin" on the 11/12/2016. During the adverts we noticed that the sound was normal except when any of the actors spoke. There voices were so soft and inaudible. we thought that this would be rectified when the main movie came on, but the result was the same, we could not hear the actors speak. Two members of the audience got up and complained a number of times but to no avail. Most of the audience eventually got up and left. We were given tickets to re admit us on another occasion. We were not offered these tickets and were only given them because one of the gentlemen complained. I found the whole experience to be very unpleasant as we had driven all the way from Silverlakes in the East of Pretoria and we were bitterly disappointed. We also waisted our entire Sunday morning. I find this unacceptable and would appreciate it if Ster Kinekor could make amends in some way apart from just offering return tickets. I eagerly await your response. The following are details of our tickets and transaction: Re admission vouchers R No. 283479/283480/283481. Purchase was at Till Broonmok02 on 2016/12/11 at 10:10.

On the 08/12/2016 went to go watch a late movie 8pm @ Maponya Mall Ster-Kinekor, staff there was less interested in servicing both my partner and I, 1st it was the change were we either had to go buy things we don't at their snacks bar or go to the next business to get change . Checking in our tickets no one was there until a pregnant lady bare feet came tore in our tickets and just pointed to us that our theatre was that direction upon getting there place was pitch black went back to ask them to at least light the stair way also to avoid injuries but again the pregnant lady was just seated there and started yelling saying we should go in sit in the dark as they were still waiting for more people to join in, mind you no apologies or requests for this one lady came eventually switched on the lights but left them on until the actual movie was playing, we had to stand up again go to them to ask the to switch off the again came with attitude as if we forcing them to do their job the whole experience was just a mess and felt really humiliated, this is some example that places like Soweto wont match international levels of service was not impress really I WILL NEVER GO BACK THERE AGAIN TO SPEND MY HARD EARNED MONEY AGAIN .

On Saturday 3 Dec 2016 I purchased 2 movie tickets at Bay West Ster Kinekor in Port Elizabeth. The transaction was done at their self help machines. The payment for R82.00 went through and the money went off against my bank account at FNB. No tickets were printed and I was referred to the "Ticket Counter". The attendant informed me that the payment did not go through. I was so upset by the unprofessional attitude that I left the centre without watching the movie that I came for. I returned on 6 Dec 2016 with a bank statement proofing that the payment indeed went of my bank account. After an extremely heated argument with the Manager of Ster Kinekor, Baywest, I went home with a message that they "need 3 days to investigate." My 2 complaints and my bank statement were not enough proof to get my R82.00 back that was STOLEN from me. I advise allreaders of this complaint to avoid Ser Kinekor like HIV.

...I was at the baywest Cinema on Saturday...first of all, I must say it was very unpleasant...their was problems picking up my online booking...had to wait for about 20 minutes for someone to assist me...they looked at me like i was some kind of a con artist...when they could not find my booking on the pc's infront...second senario...went to purchase popcorn etc...transaction went through, put your printer was jammed and did not print my receipt...so I was told they cant find any transaction on the system for the amount reflected on my phone...bank sms...treated my like i was n thief...I am not happy at all...Im sorry...baywest, infact ster kinekor will never ever see me again. Please make sure the reversal gets done and provide me with feedback once done...i have sent you a screenshot below...you will see the two amounts of R199.80.

I would just like to comment on the atrociously poor experience using the Ster Kinekor website.

The design is messy and unintuitive. This website needs a professional and thorough UX audit and re-design.

My experience was hugely frustrating and a completely wasted exercise, as I was unable to complete my online booking.

One of the worst user-journeys I have ever experienced.

5 December 2016

Last week a friend and I went to watch Fantastic Beasts and Where to Find Them - in 2D. We wanted to make a family outing out of going to see Fantastic Beasts again this week and my father even took leave from work to be able to join us. When I looked at the show times again today, I noticed that Fantastic Beasts is showing in only 3D in virtually every cinema in Pretoria. We are extremely disappointed about this, because my father cannot watch 3D movies without getting motion-sickness. This is especially aggravating since we could not have known that said movie would stop showing in 2D since last week. I find it absolutely absurd that a movie as sought-after as Fantastic Beasts and Where to Find Them would be shown in only 3D as soon as the school holiday starts.

We went to Ster-Kinekor Rosebank Nouveau last night, 27 November 2016, to watch the 8pm movie "Cafe Society". I went to go pre-book our tickets, but all the self help machines were out of order, and there were no one behind the ques. Eventually I asked at the popcorn counter. Later we arrived 10 minutes past 8pm, only to find a dirty cinema that has not been cleaned yet. The lights were also still on, even though the trailers had started. I went to go ask the cleaners to come clean the popcorn etc off our seats. They were all standing around chatting and not working. The cinema looked disgusting! We then had to go call someone to switch off the lights as the movie started and it was still bright. Half way through the movie the aircon became freezing and I was really unfomfrotable. What is going on with Ster-Kinekor? It is really not worth going to the movies these days anymore.

To whom this may concern, I am writing about an experience at Ster Kinekor Mall of Africa. I had lost my card so I called the call centre befor going to Mall of Africa to check why my card was not working & they say said I will have to go to a branch closer to my home was MOA, the lady I spoke to assured me that when I get the someone at the branch will definately be able to assist me so I got there, asked for a replacement card & they said they will not be able to issue me with one & get it activated at the same time because the people thats in charge knocks off at 4pm so I agreed, i then said that i rather have two new cards, they did assist me with new cards but what is the point when I am unable to use it at the very same time? I have lost out on points for my 2 movie tickets purchased as well as the 50% discount per ticket on the Tuesday half price special... This is very unprofessional of Ster Kinekor being one of the largest cinema's. I am deeply dissatisfied with the fact that I could not retrieve my lost cards & also had to pay the price of a full ticket when I could have gotten a 50% discount on each ticket...

Good day,
My friends and I decided to watch a movie at south gate mall on the 19th November 2016.
We were sent from pillar to post just to buy the tickets, when we queued on the line to buy the movie and refreshments tickets.
We purchased a large tub of popcorn.
When I was sprinkling the various popcorn salts I noticed that they had no cream and chives salt. I throw a tantrum on top of my voice then asked where was the chives salt. All I got was dirty looks and attitude from the cleaning lady. She then directed me to the "manager".
When I approached the refreshments counter there were a few females standing there *WITHOUT THEIR NAME TAGS*. When I asked why they had no chives salt, the manager said it was the supplier problem. But a few seconds before that a man that also works there said if it's not on the table it means it's finished.
When I spoke to the so called manager she informed me that she could gladly refund me for the popcorn and the movie ticket if I am unhappy about them not having the chives salt*with attitude and dirty looks*
When I walked away they made remarks and laughed. I walked back and told them that they providing a service which we pay for and they should have all the necessary refreshments and requirements when they know people are coming to watch movies.
Please educate your staff about customer service skills. I might have thrown a tantrum, they need to be taught how to address unsatisfied customers.
It is unacceptable that as black people we always have to receive mediocre services when we are paying customers.
Please address this issue with the entire staff that was on duty on the evening of the 19th of November 2016.
And I expect to receive feedback in a timely manner.

I went to Ster Kinekor eastgate last night for a movie. First point of contact at the door there was no one, people were queueing and waiting for someone to show up. So we decided to move to the upper level hoping to get some service, there was also no-one there. The staff were sitting in the Prestige lounge havng a party, even though they saw us there not one of them came to assist us. We have to get one of the cleaning ladies to go get someone. After a few minutes a lady by the name Bongekile came out, already with attitude that we were disturbing her from her party and a mouth full of food she came and asked how she could help. We asked why there was no-one manning the station. She said she is the only one working and happens to be on lunch, during movie time they dont expect there to be people coming in so this is their time to take a break, she cant not take her lunch. She also said this is a self service business so we should help ourselves at the terminals, this after I had explained that I want to pay in cash and not by card, she insisted they put the terminals there for us to use and not to queue here. UNBELIEVABLE! I asked for the manager. She then explained they were having get together but couldn't explain why they failed to have someone attend to us, at no point did she reprimand the staffer who was still carrying on moaning that she is on lunch, we ourselves had to tell her to excuse herself from the conversation as we were now addressing the complaint with the manager. T this she went back to her meal, again leaving no-one manning the stations. I am a die hard fan of this branch Ster Kinekor but this has left a VERY BITTER TASTE IN MY MOUTH!

On Friday night 4 November 2016 I booked two prestige cinema seats at Cresta. We went to see the Dr Strange movie and the cost came out to R265. What a waste of money you expect to get great service and enjoy a night out, but the picture quality of the movie was so bad you couldn't even see the faces of the characters. i complained that i'm spending so much money even my TV at home would have given better image quality and was told by the manager that night that it was the movies fault. Utter rubbish as the trailers were just as dark. There was no brightness on this movie and the projector looked as if the movie was on the dimmest mode. I was very disappointed and will NEVER go to Cresta cinemas ever again. Don't waste your money people its not worth it.

Goof evening

I am extremely disappointed how your business has become...
Firstly I have booked my tickets online and when I get here I have to wait into the cashier line.

Secondly the movie has already started and I am sitting in this stupid new system you have in place for popcorn and drinks
This now become a "spaza business"

Completely crap services and a waste of my money!

Prashin
[protected]

Hi there

I bought tickets via the App for a movie on Saturday night 24 September at Eastgate.

When I swiped my card, the tickets were not available so we asked the manager who gave us a print out. Turns out seats H 16 and H 17 (Loveseats) were sold twice as other people were sitting in our seats (Which they also had tickets for)

We went back to find the manager (Phunzile) who said he was busy with another customer and we must just sit somewhere else. We tried, we got chased away as we were in other peoples seats. At the end with the all the runaround we missed the first 15 minutes of the movie.

I'm disappointed that the staff were so unhelpful, that our seats were sold twice and I would like a refund for the tickets.

Thank You
Maria

26 August 2016. [protected].
Ref Number [protected]
On 26 August 2016 @ 10:00am I booked online tickets whereby I have paid with cellpay option that was given to me. Later the day I had to cancel the tickets as my husband's flight from Namibia was cancelled and I had called in to Ster-Kinekor to cancel my tickets and hoping to get my refund in time. I called the [protected] number and no one answered and I have tried 4 times, being on hold for at least 30min. Only later the afternoon after work (16:30) I managed to get through. Whereas the lady I spoke to said I am allowed to cancel and needed my credit card number. I informed her that I did not pay via credit card but it went off directly from my cheque account. Hereafter, I spoke to her manager and gave her my cheque card number my cellphone number as well as the reference number. The lady then informed me the refund would be made and that they will contact me. I have to date not received any reference number regarding my query or refund. I have also sent numerous emails of which I received no answer. Only on 31 August 2016 I received an email to say that it has been resolved but not what was resolved which I find very unprofessional.

3rd September 2016 went to the movies are Cresta thinking now that the movies have been revamped the sound and picture quality mused be better but was in for a surprise the movie was dark and the music was so load you could not hear the dialogue. Complained and they did nothing we are being robbed R82 to watch rubbish no wonder the movie houses are empty I am a VIP member but they give you nothing for it