Contact Ster Kinekor: Find below customer service details of Ster Kinekor, South Africa, including phone and email. Besides contact details, the page provides a brief overview of the cinema chain and its services. Reach the Ster Kinekor customer service below for complaints, queries or feedback.
Head Office
Ster-Kinekor Office Park,
185 Katherine Street,
Eastgate Ext.4,
Sandton
Customer Service
Phone: 0861 MOVIES (668437)
Email: [email protected]
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About Ster Kinekor
Ster Kinekor is a popular cinema chain in South Africa, operating as a subsidiary of Primedia Group. Founded in the year 1969, the company boasts of some 54 movie complexes that has more than 400 screens and 63,000 seats. Its ‘art house’ movie chain Cine Nouveau operates 5 complexes with 34 screens across Johannesburg, Cape Town and Durban.
On the Ster Kinekor website you can search a cinema by times and movie. You can also look for movies by date or upcoming. You can buy a ticket online, print the same and carry to the movie. Tickets can be booked using major credit cards. Besides the website, you can download the mobile phone app to see schedule, upcoming movies and purchase tickets. If you are a frequent movie goer, register for SK Club to earn and redeem points. There is also SK VIP that offers 15 movies a year, personal invitations to exclusive events, among others. For more information or queries on tickets, payment, refund, cancellation, parking, or others, reach the Ster Kinekor customer service.
Good day. I went Ster Kinekor Mooirivier Mall 3 pm show on 6 January 2023 Shotgun Wedding. Considerable change to automation. Show started with 20 minutes of trailers etc then 20 minutes of main show before a breakdown lasting at least 15 minutes. What happened – nothing except the lights came on. Is this not taking your automation too far. No apology or comment that the fault was being rectified. One would expect more for R93! You will not see me again.
Extremely disappointed with the experience at Ster-Kinekor Gateway today. Considering the price of tickets and snacks taking the kids out for a treat and receiving poor service and stale popcorn at 11:00am is disappointing. It is safe to say that we will not be going back there.
My wife booked 4 tickets on Monday with Ster Kinekor, but there was a problem, the money went off from her bank account, but we never got any tickets or confirmation. Ever since she has been phoning them to get an email confirming this in order to reverse the money with the bank without luck. I would take caution when booking online with Ster Kinekor .
Came to watch “Puss ‘n boots” 3D on the 11 December 2022..9:30 show. Image was terrible. Asked them to fix it. They couldn’t. So we watch “Strange world”. A movie that is not our choice at all and also not 3D. Technically “stealing” the exuberant 3D price we had to pay. All in all a terrible experience!!
I was very thrilled with Nonhlanhla’s service, she went over and above to make us feel comfortable. She’s very diligent and friendly she’s our employee of the month for November 2022. This was in Eastgate Mall.
One of the main reasons we go to the cinema is to enjoy the experience of the full sound track of the movie .
Ster Kinekor East rand mall- doesn’t give you this experience. The staff are incompetent in this area. They really do not know what they are doing! Even is you complain- they don’t care! Sad state of what once was a cool place.
I booked tickets online, the total spent was over R500. I did not receive them, and the customer service is frankly atrocious. I left two messages and did not receive any feedback all day.
Be very careful to buy tickets from this company, they do not have a backup plan for load shedding and then they do not refund your monies. Almost 2 weeks now and I still have not received refund.
Today I am very frustrated visiting Sker Kinekor at Bedford Square. I booked 3 tickets online to see Top Gun, 1 being the love seat. When arriving at Ster Kinekor we were told that we have to buy another movie ticket? The love seat only counts for 1 person due to covid – how ridiculous because now my husband can’t sit next to me and has to book another ticket at another seat! Secondly, my son is not allowed to watch the movie because he is under age? Yet we are his parents! ALL the movies are rated 13 which means my son HAS to watch the baby movies which there were only 2 to choose from. At the end of all these missions it costed us over R500 to watch a movie that we didn’t want to watch! And no one is bothered to refund us! My son is now very disappointed, myself and my husband are frustrated! What a waste of a morning and what a waste of money!!
Terrible customer care. No one picks up for over 20 minutes, the instructions are not clearly verbalised, the comments overlap the advertising speech. It’s ridiculous! Expected much better
The movie took 30 minutes to start because of all the ads it is a waste of time, some people have limited time. For such an amazing place I expect it to have better service and let us know what time the actual movie starts so we don’t waste time
The new procedure for booking movies online is horrible. Our tickets were not scanning, Sandton sterkinekor staff were confused on what is happening. They did not direct us to our appropriate cinema and for my family who watched another movie were directed to another cinema when I paid for prestige. Staff need to be made aware as well as the booking confirmations need to be more informative to all parties.
Very disappointed in the service, was very slow and very unorganised. We missed the first 15 minutes of the movie even though we got there 30 minutes before movie start. The manager was also very rude when we expressed our complaint. It is very expensive to go to the movies you would expect a better experience. Will not go again
What a rip off to pay for gateway prestige and then you have to queue for ages still for popcorn. If ster kinekor are not going to offer the benefit of using the prestige food stand then they need to reduce the prices immediately. Service is shocking all round.
I have just come from cinema at Silver star. Half the customers in the queue were not wearing their masks and i brought it to the attention of a staff member who was not concerned enough to solve the problem. I am shocked at the lack of interest in our safety during this pandemic. I will be reporting it to authorities as some of us citizens are trying our best to beat the pandemic. I will never be returning to to your cinema’s in the future
have a frustrating matter that i need to address.
On the 9th of Dec 2019 i visited your store in Somerset mall western cape. Being in the restaurant industry and being season time, the promise to take my daughter to watch Frozen 2 was planned well in advance, even calling ahead to find out if thw viewing would be affected by the loadshedding we were experiencing at that time. I was assured the movie times works around the LS schedule provided by Eskom and it would not be affected.
We purchased 3 3D tickets which costed well over R400. 20 minutes into the movie LOADSHEDDING. The attendants then stood at the top of the stairs and told us it will just be 5mins max as the generators would kick in and start up. 30 mins later we were still waiting and NO sign of an attendant to update us. Eventually another mom had gotten up to find out and had to announce to everyone there is a problem with the generators and the movie will not be coming back on. Then everyone from all theatres gathered around the ticket office as nobody could give us a way forward while having to deal with nagging and upset kids that has just been let down hence the exact reasoning for calling ahead to assure this would not happen. I am not an unreasonable customer being in the industy myself and knowing the countries situation with LS. But by that point i was ready to explode
The “MANAGER” was just as incompetent as the rest with her attitude, lack of knowledge and the way we as customers were being hamdled by someone representing your store.
I demanded my money back as i did not get what was paid for and lied too when calling ahead. Being told they dont do that… YOU TOOK MONEY FROM ME TO PROVIDE A SERVICE AND NOT BEING ABLE TO PROVIDE IT, BUT YOU CANT GIVE MY MONEY BACK TO ME.
Eventually was given 3 complimentary tickets valid for a year. In Jan 2020 after season chaos we then planned another trip to complete our mission and knowing loadshedding has fallen away for the time. Called again a few days in advance to confirm times and using the comps. Was again assured all times are viewing and would have nothing standing in our way. Got there and we get told they closed for the day due to a pipe burst… can you only just imagine my daughters frustration and feeling towards me having broke the promise i made her not once but TWICE. Again i understand life and these things happen.
I however said i would never return to that store. However i am still stuck with the commentary tickets and once again will never be able to use them due to COVID 19 restrictions before 9th Dec 2020 when it expires. Again life’s situations yes. However i do not feel i should be the one losing out of almost R500 and not being able to use it before.
If i had been given the money back i gave to watch i wouldve put it aside and just try again later,
I work hard for my money and dont think i should pay or lose out in this matter.
I look forward to an explanation of the procedures you follow as well as the next step of how my matter will be handled on your side.
I know from past experience that it is a complete waste of time writing this, because I don’t believe Ster kinrkor cares one iota about customer service.The only reason I’m doing so is because of my experience & frustration today at using your on-line booking service. It is laborious, time-consuming, time-wasting and frustrating. Totally user-unfriendly!
Disgusting service from your call centre agents. Booked tickets payment made. Your system is down I do not receive confirmation of my booking. I call again I receive the ref number. I call now I get told theres an error when I go to the actual cinema my booking will not reflect. What rubbish sort it out. Thank you to Simphwe for trying to assist what about the first two incompetent agents.
Good Day,
My husband and I went to watch the movie Hustler’s at Ster Kinekor N1 City yesterday the 6th of October. Firstly, I purchased my tickets at the self service machine and it didn’t print. When we asked for assistance, at this point there was no one at the any of the counters, the lady that collects the tickets before entering called someone who then called another person. A lady came to assist, no apology given and asked for my card I purchased the tickets with. After she attempted to assist at the ticket counter, she reprinted my tickets, only to discover that it was ticket I purchased 2 months ago for the Lion King. Once again, no apology. We then came back at the time of the movie and wanted to buy our snacks, we were told that we need to purchase at the self service machine. Since when? If I didn’t have a bank card and only had cash, what then? I am a regular movie viewer and I also pay at the counter. After yet another delay, we are in the process are retrieving our goods, the guy behind the counter (I’m so sorry I did get his name) gave me the incorrect size popcorn (after having in my opinion, too much to say) and when I questioned it, he threw it out and changed it but he too did not apologize.
My issues did not end there. I selected seats in a row that located between two broken seats that were removed (how is it that you guys never replace these seats, I will never understand), no surprise, my seat was also broken.
Your staff needs to check themselves as they are really not doing anything worthwhile for your brand by providing the poor customer service as they do.
Hope to hear some response from anyone.
Regards
What a shitty service…. please dont subscribe to any Ster-Kinekor club membership or subscriptions. They take your money and cant even pick up a phone when you call them. I have send emails ,made calls and left messages and still I have no answers. Watch out people they don’t know how a phone works but they sure knows how a debit order works. Your going to pay for something you never had and you can not use in anyway…
I am so angry and disappointed at Sterland PTA CBD. I took my daughter there yesterday to watch The Lion King in 3D. We even bought our tickets at 1pm for the 14:30 show. Turned out the cinema was too full and me and my daughter had to stand around waiting for seats to become available. Already 30mins into the movie, we managed to get seats next to each other. I asked the staff outside can they please assist someone is sitting on our seats and I was told that they don’t allocate seat numbers there. Only other cinemas. That is a big problem. I wasted my money, time and my daughter missed 30 mins of the movie / experience. Im never one to complain, but this was not good man. My daughter even asked me don’t they want coloured people there. She is only 6 and this is what you people made her think. All because of bad management. You suck big time Sterland / Ster kinikor. Never again.
I just had a terrible experience at your movie theatre, my brother and I went to see how to train your dragon hidden world. We paid for 3D tickets and then were told due to power issues we would have to wait, almost 20 minutes later we were told we could go inside. However, there was no one at the tills to sell us popcorn or beverages. Another 10 minutes later we finally got in only to discover the film was not only not 3D but also froze 2 times throughout the screening and jumped two key moments in the story. The service and experience were honestly terrible and we are not looking forward to ever visiting Musgrave movies again.
We had a very bad experience at South Gate Mall. The movie was suppose to start at 5:15 but started at 5:45 we did not complain we waited. When the movie started the lights were on. We went and asked the staff if they can switch off the lights. We were told that lights will be shortly switched off and after 10 minutes they were still on. We went back and inquired as to why were the lights still on and we we now told that they had a problem with the lights and they were still working on them. At that time no one came to address us in relation to the incident that they were experiencing.
Few minutes after that the Screen and lights went off, we went back again to inquire only to find that they were not even aware that the screen went off. We were so frustrated because no one was addressing us in all this incidents we were the ones who had to go and inquire.
The movie then started with the marketing, we went to ask if they can skip the marketing and go straight to the movie since it was cut. we were advised that the person who is responsible for managing the movie had already left and we had to wait another 30 minutes before the movie can start. We were so frustrated and asked for our refunds back.
I personally think the manager was not properly trained because instead of taking the blame she was busy pointing fingers at her staff.
My husband booked for Peppermint in the Prestige Theatre at Vaal Mall on Sunday morning, 28 Oct 2018, 09h30. We were the only two people who watched the movie until the about 30 min into the movie. Two people walked in with alcohol. They were very loud while we tried to watch the movie. They were also chatting on the cell phone. It is like they came to socialise and not watch the movie. After a few minutes I could not deal with it anymore and went out to ask one of the Ster Kinekor employees to speak to them. A man spoke to them in a very polite way but they still continued to make a noise and also looked back at us. We went to the Prestige Theatre to enjoy ourselves and we were not in the mood to deal with this. When you have to get up to complain you miss out on the movie. My question is why didn’t the Ster Kinekor employees not managed and monitored the noisy people. We watch 3 to 4 movies on a monthly basis, Ster Kinekor will certainly loose us as customers because they are not dealing with rude customers who spoil the experience for other customers.
Hi,
Today Sat 11th August, my husband and I decided to go watch Mission Impossible for the 20h30 show at Centurion. I googled on-line and saw that the movie was showing at 20h30 so at 19h45, we left from home. We get to Ster Kinekor at 20h20 to book the movie to be told that there is a “technical problem” with the movie and it’s not showing. By this time there were no other options seeing that it was close to 20h30….
Why couldn’t this info have been posted on your website? We drove all the way there, had to pay for parking only to be told that the movie is not showing. The staff at the Centurion branch were also really not apologetic at all…..
The customer service and experience was so disappointing!
Please contact me if you need more details.
Regards
Gwen Francis
Appalling management skills and attitude by Dorkas (Manager, Cinema Nouveau Rosebank). It took her 30 minutes (with attitude, rolling of eyes, slow service, etc.) to process a refund for incorrectly priced tickets only for the very same tickets at the very same price to be processed once more by her!!! On inquiry why the error was not rectified and why the same tickets re-issued she blamed it on the ‘system’. So as not to miss the film which was about to start we left the matter as it was and approached her after the film. Her attitude was negative, was again told it was a ‘system error’, there was nothing she coujld do, etc.
This is not the service one expects from Ster Kinekor, let alone a Manager.
We await your communication.
(23/06/2018 – 18h00 show)
Good day,
After waiting more than 7 minutes on the customer care number just to be told by your agent Taamie that I’m in the incorrect queue I must call back. I asked him to transfer to the correct department but instead the call got cut off!!
The customer care number to “speak to a consultant” is “unavailable” and there’s an option to leave a message which I wonder if anyone will even bother to call back.
I tried for more than 30 minutes to book online yesterday afternoon but they system was faulty as usual. The payment took forever to go through, more than 15 minutes and when I tried to re-book online, it said my Edgars club card was invalid.
Instead I went to Ster-kinekor at N1 City Mall in Goodwood Cape Town and tried to book again only inline at the kiosk and again it didn’t want to accept my Edgars club card, I then booked the tickets and paid full price only to check my bank statement today to see, I’ve been charged twice for the same movie. R54.00 @13.28 when I tried to do the online booking and the again R98.00 at the movie house at N1 City Goodwood about 15H00. (I booked two tickets only)
Once you confirm receipt of my email, I will send you a copy of my bank statement reflecting both payments for the movie Blockers on 01 May 2018.
PS ever since Ster-Kinekor changed/ upgraded their website it’s become an absolute nightmare to book tickets on line… its absolutely ridiculous that in 2018 that patrons are still expected to wait in long queues to physically book movie tickets…
You should seriously re-look at how difficult and frustrating it is to book on line, actually ask one of your agents to book online and test the system.
In the past prior to 2017 it was delightful to use your online booking system… now it’s just ridiculous and painful experience!!!
I trust my concern/ complaint will not fall on deaf ears. Wait to hear from you soonest.
Thank you
Booked on behalf of a person for three tickets to SK Watercrest Mall. Paid with my debit card (money taken off immediately)
Person could not make it to Watercrest and asked to cancel.
Went in to get refund. Wall of animosity. One skinny idiot kept asking why, why why… like he was a robot.
Told the Manager I want my refund in cash as I have experienced their “refund” before where the money never returns to your account. I gave up the last time as too much phoning and been directed back and forth.
And again three (3) days later my money is still not back in my account????????
I am waiting and this time I will fight all the way.
I want a response – WHY I am not as per law entitled to have my refund in the manner I want. Eg Cash. As Cash has already been taken out my account? Who is refunding me the interest lost on the waiting time?
Ster kinekor Broklyn has deducted 3 x R80 for a movie that I watched on the 3rd of March. They say there was insufficient funds in my account, Question is how did they issue a ticket which was paid for by card if there were insufficient funds. Now they blame the bank but keep taking money. Watch out for Cinema at Brooklyn very unprofessional and they keep promising to call me but don’t. Waiting…
Place: Ster-Kinekor Somerset West Mall
Date: Tuesday 10 April 2018, 10h30
Description of incident:
Problem 1:
When attempting to purchase our tickets I discovered that I had misplaced my club member cards. I approached the only person on duty at the bookings counter. A young woman. She was most unfriendly, didn’t want to help me, didn’t make eye contact. She said that she couldn’t help me to replace the cards. She pointed at an empty station and indicated that a “he” should do it. She never once tried to be helpful. Said she could only issue new cards and not re-issue lost cards. She got busy with something else and I wandered off to find someone to help. I confronted a young man wearing a hair net and asked him if he could help. He went off to find the cards and then handed them over to the young lady who began processing the cards. She never once mentioned that there would be any costs involved. On receipt of the cards I asked her to book two seats for Theatre 2 (Black Panther). She did that and the sale was put through on my credit card. This woman shouldn’t be allowed to work with the public. She is a disgrace to the service industry!
Today, 11 April, on checking my bank accounts I find that two payments went through: R 82.50 (presumably for the issue of the tickets, although I can’t know for certain because this was never pointed out) and R98.00 for the tickets.
Problem 2:
When the trailers began we noticed that the image was very dark, almost like night scenes. It continued that way. My husband left the theatre to request that the problem be addressed. Somewhere he found a young man who at first insisted that that is what it should look like! My husband finally convinced him that it wasn’t right and that the light bulb on the projector was probably malfunctioning. The main feature had already started when the young man found us in the theatre and explained that they were waiting for the technician and would address the problem as soon as possible. The feature ran its full length without any improvement. It was most disappointing not being able to see the film as it should be. The strain to my eyesight was such that I was left with a headache afterwards.
On exiting the theatre I asked to see the manager – who happened to be in the foyer. He was speaking to a woman, also an employee. We explained the problem as he was very off-hand about it. Didn’t apologise, didn’t seem to know anything about the problem and didn’t undertake to reimburse us or issue complementary tickets which would have been a good response in terms of public relations. He said he would do something about the problem. I demanded that it be done right away, not whenever…
In all, the repeated lack of service and bad attitude was enough to have anyone leave with a bad taste in the mouth. I trust that this complaint will reach the right people and that action will be taken against these employees.
What I need: A full refund of the entire amount of both the cards and the tickets. The first because of misrepresentation and the latter because we couldn’t see the film we had paid to see.
On the 5 May 2019 at 3pm my family and i went to watch Avengers End Game in 3D at Ster Kinekor Cine 1 Liberty Midlands Mall Pietermaritzburg. The quality of the picture left much to be desired. I changed glasses with my wife then daughter thinking that my glasses was in some weird way ‘FAULTY’ but this was not so. The picture quality left much to be desired. Lighting was poor and picture was vague. This was the worst quality movie we ever saw. I kept on removing my glasses to try and refocus. After the movie we spoke to friends who also watched the movie and they also agreed with my views.
I have watched 3D and 4D movies at Pavillion and Gateway and had no such problems. IS THERE A PROBLEM AT STER KINEKOR LIBERTY MALL?
Looking forward to response.
Malan