********** Customer Experience at Cinemax Northgate

I decided to take my family out to Cinemax Northgate on Sunday the 11th February and we bought tickets to the Marvel 3D movie (R400 total for tickets) for the 15:00 show, we bought the Queen combo which costed us R400 as well. Less than 10mins into the movie I had to leave to complain that even with the 3D glasses the picture quality was still blurry. The gentlemen tried to fix it and advised us that there is something wrong with the projector as it was shaking, all the while still playing the movie while trying to sort it out. We then heard the manager on duty was also there trying to sort it out but to no avail. We then requested to speak to the manager and was greeted with great animosity like she was doing us a favour. She advised us that she will refund us for the tickets but not the combo, my wife then had a heated argument with her because we requested a refund for everything and not just the tickets. They requested that we return everything that we bought which we did and was then told afterwards that they could not refund us for the combo only the tickets even though they requested the combo be returned which we did. I then proceeded to walk away as the argument between the lady manager on duty and my wife argued (not sure what your staff at Cinemax Northgate deems as customer service). A gentlemen in a blue jacket then apparently told my wife that why is she crying for a R400 (i think he is so rich at this stage he should be owning all the Cinemax's in Gauteng) in front of my daughter and when I was told this I went to look for him but he ran out the back and went hiding by the entrances of the movies. I approached him and he said he did not say that to my wife and denied it completely, so therefore they have ****s employed as well because he said this infront of my kids and they heard him as plain as day. I asked the gentlemen what his name was and he said it is Derrick Chabalala (whom I now know to be Hlulani Chabalala). He told me he had R400 in his pocket. Wow so rich the Food and Beverage Operations Manager is with R400 in his pocket. After our confrontation the lady manager informed us that her manager Sanjay Rugbeer told her that we cannot get refunded for the combo and wanted to return the items to us (which was taken to the back). My wife did not accept the items taken from the back because we do not know what was done to the items while in the possession of your staff members.

I reached out to this Sanjay Rugbeer on Sunday after the incident on LinkenIn and informed him of our experience and to this day he has not said a word....Customer Experience they have NONE. This Cinemax should be closed down or the staff need a lesson in dealing with customers (Duty Manager and "Food and Beverage Manager")