Ster-Kinekor
Reviews and Complaints

The incident happened today. I booked two tickets via the website for antman and wasp in cinema prestige to watch on Thursday 12 July at 19:45. The money was taken out of my account but a message then pops up saying "Sorry there was a problem at the cinema and you may have been charged but conact our helpline for more information". To my dismay, there was no telephone number for the helpline anywhere on the website. After googling the number, there was no answer on the two numbers I tried. Now I am very annoyed as I have to waste more of my time and money to try and resolve this tomorrow as the call to the helpline is not free. I still do not know why my booking was not processed but the money has been taken by the cinema.

I know that it is out of the hands of sterkinekor but I really had an awful experience today at the movies at the [protected]@carnival . Me and my partner attended the movie The incredibles 2 showing 14:15 where the people all aroud us was using their cellphones mainly their camera function with their flashes on. It was really unbearable because it was all in our faces causing us to miss half of the movie trying and asking the people to switch off their phones. I really feel that this experience was a waist of my money and time and feel that I will never attend the movies there again.

On Saturday, 30 July, my husband and I took our daughters to watch Incredibles 2 at N1 City Ster-Kinekor. What an unpleasant experience! I have always preferred Ster-Kinekor cinemas over others but will have to reconsider.

Firstly, I purchased tickets through the App. Which should negate the need to print tickets and stand in ticket lines. This was not the case. Upon wanting to enter the cinema area, we were told to go and get printed tickets because this cinema does not have a barcode scanner for digital tickets. What?! Then to add to my dismay, there were no self service terminals. I had to queue in the same line as everyone who were at the point purchasing tickets just to collect already purchased tickets. Please remind me why you offer an online, pre-cinema purchasing service?

Next, walk in to the cinema and it looks vandalised. Literally, a number of seats are physically missing. My husband had the delight of sitting next to a missing seat, except his armrest was also missing.

I don't even want to complain about the slushies that were pure syrup, no ice. My daughters could not finish them.

Ster-Kinekor, as it is your prices are already ridiculously exorbitant. The cost for a family of four, including snacks, roughly R500! The least you can do is ensure a comfortable experience for patrons.

- This incident happened end May 2018.
- We were forcefully asked by Management and security to 'get out of their cinema.'
We went to watch Infinity War and was told my son was under age and we could watch the movie but he could attend another movie. We refused and asked for a better solution as my son could not watch another movie on his own as we always accompany him. Manager Samke came into Cinema, switched the lights on whilst movie trailers were running and had total disrespect for us and other movie goers. Sat next to my husband and told him to speak to her Manager on her cellphone. Mr Edwin then asked my husband to get out of his cinema refusing to hear what was to be said and we were escorted by security out of the cinema. Samke opened the till and gave my husband a refund without proper paper work and later on made the cashier who sold us the ticket to pay for the amount showing short on the till slip because Samke failed to do a proper refund.
- My resolution is for Samke and Edwin to offer us a personal apology for the manner in which they handled the situation and treated us as criminals. We were very regular goers to the cinema and miss our experience and feel too unwelcome to ever watch another movie.
- We are witness to many times seeing kids watch under age and adult movies with their parents.
- We were witness to groups of people hiding chips and cooldrink in their bags to eat in the cinema whilst we honestly pay for our snacks and refreshments and all this goes overlooked.
- I cannot stand partiality and would appreciate a resolve that will remove the utter humiliation that my family and I was put through in public view for Ster Kinekor's lack of treating every movie goer fairly.
- I was contacted and apologised by Ster Kinekor but they refuse to let Samke and Edwin apologise personally to us. I'm sorry but an apology over the phone by someone not involved does not resolve the situation if we ever need to feel welcome at the Richards Bay cinema and the fraudulent manner in which Samke opened the till and withdrew cash has to be dealt with.
- Ster-Kinekor Case CAS-159440-C3Q6F1 and emails relating to this case.
- I have been contacted by Yolanda, Luleka, Lisa and then the case was closed twice without an attempt to get us the apology we need to make us feel less humiliated due to how the matter was handled.

Much to our disappointment, we paid for a movie in full but had to sit in bean bag, much too small seats in cinema 4 at Ster Kinekor Sandton City Mall. There was also a ball pit and children played through the entire movie, causing the rest of the movie goers to miss much of the movie. All of this and Ster Kinekor didn't think to mention or warn beforehand that this was what we were buying. Very disappointing and unsatisfactory. Complete waste of our money.

Hie - Today me and my boyfriend went to watch a movie Breaking the way those people acted on us it was confusing. We went to the ticket station to get tickets tge guys that we found were not willing ti help us as we wanted tickets and pop corn cash instead of swiping and this other lady approached us pretending to be helping all we got was nothing but rubbish service .The lady took us upstairs and she gave us tickets that we did not purchase and told us we'll fibd s lady there who will assist us but when we got there to my surprise she told us not to give her mobey but sit by the couches .While were still sitting boom this other guy came and asked us for the money and he offered to order pop corn and drinks for us. We got our things when were leaving to go watch the movie boom the guy who is a cleaner appeared and told us that the lady that gave us pop corn and drinks said we must give him R50.This whole thing was new to me and it left feeling unsafe because l dont know who to trust anymore. I kindly request tgat this matter be looked at and deal with the culprits asap coz they 'll end up cloning our bank cards.

Thank you in advance

Poor response from call centre (Lee and Vigie Naidoo) and finance team handling my refund.

CAS 157 105.

Calls are also never returned. It has been over a month and my refund has not been processed! Each time I call, I am asked to resend data. All repeat emails saved.

All data was sent on 14 May 2018 for the processing of my refund under the above case number.

Hi yesterday the 12 June 2018 my girlfriend and I went to watch the new Jurassic world
In the imax.. at first the advertisement playing in the beginning started freezing, so we really didn't worry about it so much then.. but as soon as the movie started it just got so much more worse.. I honestly was so upset and discussed that how can this happen especially when I've paid more than 200 Rand for the tickets, it came to a point where we actually walked out of the movie..
We looked for someone to complain to about the poor service of there being no staff to handle this matter and something to be done

Hi, we went to eastgate premier on 26 may to watch the new star wars movie, which we were very excited to see. Unfortunately our experience at the cinema was dreadful and I am afraid to say I don't think I will pay so much money again to get a mediocre service which I could've received if I had bought normal tickets.

Firstly your system was offline which resulted in us having to go and draw cash to pay for the meal that we wanted to order. We were attended to after sitting in the waiting/reception area for 20 minutes, with on other people being in the room. We told the lady what we wanted and that we wanted it when we sat down in the cinema so that we could enjoy it when the previews of new movies started. We told her that we had cash to pay so she took the money. She came back 10 minutes later with our drinks after we told her we wanted our food and drinks once we were inside and settled. She then took the drinks back and gave us our money back and said we must pay when we get our food inside. Very confusing.

Then she came and said that the chicken platter was not available and we needed to order something else, which we did. We ordered the executive platter and were highly disgusted by the size of the platter. This was definitely not worth r162.00. We could've had 2 decent sized hamburgers and chips somewhere else for that price and it would've been so much better. The quality of the food was really disgusting and we only received our food, after I went out to find out where it was, 45 minutes into the movie. We were extremely angry and frustrated, as we had paid for a premier service.

The lady then took our money and said we had to fetch the change after the movie. When we went to fetch our change, nobody knew about it, and eventually someone said, oh just give it to them.

I am very angry and disappointed by the whole situation and will not, will not, book again or promote the experience to anyone I know.

Rustenburg - Waterfall Mall Cinema. We went to the movies on Saturday. The self help machines were not working. There were no signs to say it's out of order. We had to get tickets at the confectionery stand. We waited 10 minutes. Can't the at least open one cashier to assist with only ticket sales? We watched Avengers. The sound and quaeof the movie was bad. When we got out, the gate at the movie entrance was semi closed. Something definitely went wrong. We could go under it. The alternative was to walk out at the back, but the you had to walk around the Mall to get to the parking area. We are very disappointed.

I live in Melkbostrand and the closest in fact only cinima in the area is Bayside. Imagine my shock when I phoned to find out what movies were showing on Friday to find it's closed for renovations. Yes I accept renovations is a good thing but we as customers should have been informed closing and expected opening dates. Will the movie ticket price increase and will we still get discounts using ster kinikor card and edgars card.

My Mother's day was ruined due to a white lady at Ster-Kinekor who behaved so badly - she blew up condoms and was throwing it at her husband - we chose to watch the Christian movie - I can only imagine. My son approached the lady to kindly behave as he had his elderly parents at this movie. The woman chose to perform and called us Collie's which resulted in us calling in the security - The lady stood us quoting scriptures from the bible and performed - started fighting with her husband. They left the movie but came back in - please explain to me how could Ster- Kinekor can allow her in - because when she got back in she continued to taunt us but we remained calm.

I would like to formally lay a complaint against the staff at the promenade branch. My husband and I went to watch the 20h15 showing of a quite place on 9 may. We where the only 2 people in the cinema for the movie. I forgot my wallet on the seat next to me last night. This morning I tried calling the branch to no avail. I finally got through and someone hung up on me. After several tries someone picked up. To say the least the person was very unenthusiastic with absolutely no telephone etiquette... I explained what happened and that I would like to know if the cleaning staff or other staff came across my wallet. The person I spoke to was very unhelpful and didn't bother to take my name or number and just said that no wallet was reported and sorry for my loss... This indicates to me that the staff you employ cannot be trusted. I have lost my driver's license, bank cards and other credit cards.
I would strongly suggest that management, should go for managerial training focusing on service and that floor staff have general customer care... Staff also needs to be honest because someone clearly took my wallet and kept it for themselves. Just because it's a mitchell's plain branch doesn't mean I have to endure such horrible service from staff and management. Extremely disappointed and disgusted customer.

we booked to see Infinity wars online last week but booked at bayside instead if baywest PE. we called and we got a refund. now this evening we wanted to go watch sane movie at baywest but we can not use our loyalty cards as it says we have watched the movie already the people at cinema could not help and when we called the customer care line again the last that assisted us was rude and could not assist us surely it is clear on your side we have not seen the movie. urgently assist pls

I booked tickets online at greenstone in 1May. The app was confirming my payment but was not sending my receipt. After 10 min I contacted your customer care service and was told sorry the online service is offline but no problem I should wait 72hrs and my miney will be refunded. I phoned again the customer care dept this morning as my money has not been refunded and was told because it us so long ago now I should submit a query to your finance department and wait another 7 days. This is rediculous as your staff advised me initially to wait 72hrs.

So I bought Avengers tickets for both me and my sibling on Monday the 30th April 2018 via the SK website . I did make a complaint to a consultant on the customer care line. I was told the cash would bounce back into my account and I am still waiting... The consultant insisted it would bounce back and that I should Book tickets again which dose not make any sense ! 😡 Fix the stupid website !

Emailed SK on facebook and this is what i get

Booked avengers movie 27 april 10am. money went through but no reference number emailed to me. No refund given to me yet. This is what SK on facebook has to say

Hi Arshad - we are currently experiencing very high volumes due to an incident at one of our other cinemas, so we cannot provide an exact time frame. However, we have escalated your refund request.

SK will not get my patronage anymore after this disaster.

I am totally DISGUSTED AND HORIFIED at what I saw at SANDTON CITY this weekend! 28/04/2018. I took my boys to watch Avengers 17:30 scheduled for 3 hrs. The show was cancelled and they refused to have my kids call me to fetch them.
Their answer was, they DO NOT have airtime! I would assume that kids would be first priority should you, Ster Kinekor experience any unforeseen challenges like this. However, none of your staff wore any name tags, so it was difficult for the kids to determine who the manager was. The staff was totally incompetent and I felt totally DISGUSTED that no one could take initiative to deal with the chaos on Saturday.

26/4/2018 Ster Kinekor Parow Centre Cape Town.
My name is Jason Vermeulen
[protected]@tfg.co.za
[protected]

I was at Ster Kinekor Parow centre tonight to watch the 19:30 show of the Early Man cartoon movie with my wife and 2 kids. One kid is 7 and the other 3.

Before the movie started the normal adverts and previews showed, but one was quite disturbing to myself, my wife and my kids.

SA Awareness Ad: The First Kiss - Graphic
The youtube link is https://www.youtube.com/watch?v=NxH8GtSF7-A.

After the 1 min mark the advert take a horrible turn and pictures of four teenagers dying in a car crash are depicted, ending with all four in body bags.

I can understand the reasoning behind the Western Cape Government displaying this information in such a graphic method, but I do feel it is unacceptable for a company like Ster Kinekor to show such an advert during the previews to a kids movie.

I had to then explain to my kids, who were quite traumatized by the event why it is important to wear seat belts and that it is just movie, it didn't just really happen.

My wife and I are not happy about this. We frequent the Parow Centre Ster Kinekor all the time as I just work across the road.

I'm not sure how you will be able to repair my opinion of Ster Kinekor and its consumer consciousness, but I do feel the adverts need to be screened better and this one not shown during a kids movie.

Please feel free to contact me.

Jason Vermeulen
[protected]
[protected]@tfg.co.za

On Saturday, 14 April 2018, I brought 2 tickets for Peter Rabbit at the self-service terminal. The transaction went through and I received a "approve" receipt for payment but my tickets did not print. I had to wait in another queue to explain the situation. I had to gave my bank card, the transaction did not show on their system. They did not accept my approved payment slip and I had to buy another two tickets, though my seats next to my family, shown as if it was booked and were not available on the system. To summarise; the system took the money, the system book the seats next to my family, the system could just not print the tickets. On another day I had to go back stand in the queue with all my slips, explain the story again and show them on my cell phone that the transaction did went through. Only after they heard the long explanation they told me, they want a print out of my bank statement. Now I have to go to stand in a queue for a bank statement. When I return, I stand in a queue again and everybody was waiting for somebody. The somebody was Sive Zinkuku who went to buy himself a snack. When it was my turn, I had to wait again for a person from the office. I had to give my bank card again, explain the whole story again and then still she want to know if I don't rather want to purchase another ticket and do I really want my cash? Then she had to go to the office again and only then she gave me my cash. This whole process took me 30 minutes. This is totally unacceptable. The one cine has only one door and the bright light shine into the cinema, it's disturbing. The one female toilet door cannot lock. Only some of the self-service terminals are in a working condition. Then you must still looked for somebody to replace the paper in order that the tickets can print. I just love watching movies on the big screen but I it's a real frustration the service you get at the cinema! I wish I could never come back, but it's the only cinema in our region.