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jaycooke
February 23, 2010 4:10 PM
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DAMN. It is hard to believe that first email from the VP is real. And I wonder who forced him to write the apology email afterward.

All I would have to say to this movie theater after this is \"what are the directions to white bear lake, again?\"

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19 replies
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xspook
February 24, 2010 8:22 AM
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stevep@evergreen-entertainment.com :)

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queenlizzie
February 23, 2010 9:32 PM
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I don't think it was the VP writing it. More than likely, the VP forwarded it to someone else for a response on his behalf, and that person got overzealous. I've worked for a few large corporations in my day, and experience tells me the average VP isn't sitting around answering customer e-mails... especially not snotty ones like this.

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admiral_stabbin
February 24, 2010 12:41 PM
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I don't think Evergreen Entertainment LLC is a large corporation. I could be wrong, but they look like a small company that owns a few movie theaters in the upper Midwest.

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bwcbwc
February 24, 2010 9:38 AM
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Disgruntled employee, being told to finish their work for the day after being told they would be laid off...

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jesusofcool
February 23, 2010 8:09 PM
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I don't care how obnoxious the OP is (or how much we all want to tell her off). Part of being a VP, a professional adult, and a customer service person is handling all types of people and situations in a mature way. The letter was astronomically insane, his apology is forced and faked, and I wouldn't blame the company if they fired him for it.

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pecan 3.14159265
February 23, 2010 8:35 PM
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I actually hope the company fires him for it. I agree with you. Part of being an adult is dealing with rude people. Part of being an adult responsible for the way a business is run is dealing with rude people with finesse and enough understanding that your own idiocy can severely affect the way a business is run. This wasn't just a stupid, jerk response from the VP - this was a personal attack, and he really needed to be the bigger person. It's clear this woman wasn't going to return - he could have either just said \"good riddance to you\" or tried to rectify the situation, even apologize. instead, he turned into a complete jerk, ensuring that not only will this woman never return, she will also tell all of her friends in the area what happened. He just lost several customers over this, and now a lot of other people on the internet know as well! If I'm ever in Minnesota (dear Lord, I hope I never have to go to Minnesota) I certainly won't go to this theater chain because of this idiot VP.

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kujospam
February 28, 2010 6:31 AM
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She was going to tell her friends not to go there anyways. There is really no difference. The OP was just as rude. If you don't like the fact that the person swears back then that is fine. Don't go there. I personally wouldn't care. If I liked going there and had fun going there then I would go there. If I don't have to deal the jerk that who cares. Bring cash next time. I like that the VP can say what he truely feels, just wish he would stick by it. What he should of done is sent her email out to all of his customers saying this one person wants our prices to increase by X amount so she can use her credit card. Are you willing to do this? I would love to see that.

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meske
February 23, 2010 5:09 PM
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I kinda like the initial response from the VP... at least it's real. The letter to the theater was a bit over the top, IMHO...

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NarcolepticGirl
February 23, 2010 4:57 PM
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I'm thinking he was wasted when he wrote the first reply.

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HyperHacker
February 24, 2010 11:07 PM
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Dictating to someone who knows better than/is too afraid to question what they're writing?

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dangerp
February 23, 2010 6:21 PM
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I have written some of my best work emails while drunk. Company provided blackberry FTW!

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mommiest
February 23, 2010 4:56 PM
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Maybe the VP wrote something he did not mean to send, intending to write something more appropriate after blowing off a little steam. And he should have deleted it, but hit the wrong button. Epic oops.

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akbibliophile
February 24, 2010 1:20 AM
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Those were my thoughts as well. Rule #1 if you must write such responses: *never* write them in an email message, on a forum, or anywhere else you may accidentally click something or hit a key and send/submit your response. Put it in a text program, not in something that can easily send your colorful comments directly to the person you're pissed off at.

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Conformist138
February 24, 2010 7:13 AM
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I write them in an email, but before typing one word, i clear the address out so i can't hit send on accident. Then I punch \"Save Draft\" with the anger of really sending it and feel better. A day or two later I look it over, laugh at how upset I got for nothing, and delete it.

The OP seemed a little overly obnoxious in how she phrased her email, but she was a disgruntled customer, executives and other professionals involved with customer service need to recognize that, in anger, customers will be pissy. Responding with severely-escalating rudeness and sheer bat-shit insanity is pretty much the opposite of this dude's job description. If only his apology didn't sound so hollow and pathetic. We know the guy can write with feeling and passion, but apparently it only applies to alienating customers with at least somewhat legit complaints (sarcasm and snide comments aside, the ATM maybe should be stocked better if they don't take cards and it can run out in the middle of the weekend; employees ruining a movie is pretty awful, considering how much people pay to see them).

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redrolla
February 23, 2010 6:11 PM
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I was think the same thing about the first email. People write emails like that all the time to vent but don't send them. However, do know people who have accidentally sent them.

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dienstbier
February 23, 2010 5:25 PM
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This is the most likely scenario, in my opinion. I've many times written an email just to release my frustration, with every intent to delete it. They're usually not QUITE that blunt, however. I can just imagine his reaction when he realizes what he just hit \"Send\" on...

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MercuryPDX
February 24, 2010 1:25 AM
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This is why you should either never type the email address in or delete it before you start in on your reply. ;)

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Clumber
February 24, 2010 7:17 PM
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Word.


No, not like that - I mean I use Word for the venting replies. Sometimes when i come back after to read what I wrote in anger, I can salvage a few appropriate points and c/p into the real email.

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BBBB
February 23, 2010 11:07 PM
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I learned a long time ago to recheck both the addresses and the content before hitting send. [I learned the hard way when an e-mail went to a customer instead of another department - there was nothing offensive in the e-mail, it just described a setup situation for the customer, but the customer found offense in an innocent phrase - it wasn't even an idiom I wasn't familiar with, the customer created his own interpretation of a phrase he didn't understand.]

Now, whenever I write a response for an e-mail that requires careful wording and resisting emotional reactions, I write and edit the e-mail in Notepad. If I have the urge to vent in the e-mail and write things I don't want to send or just have to time to make an additional edit for diplomacy, I don't have the risk of being distracted and sending it by mistake. After I paste the text into an e-mail I give it an extra editing pass.


This is not a new situation with the digital age - my mother told of a boss that would dictate letters full of insults and profanity. When they were presented for approval and signing he would tear them up and dictate another one. After a while, my mother offered to edit the dictated letters and she would write the polite version and give it to the boss for approval. [Another boss sometimes would just hand a letter to my mother and say \"Tell the *@%$@@**^ what he can do with his offer.\"]

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sprocket79
February 23, 2010 4:48 PM
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I think the first letter was from the VP and the second was from his secretary.

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Kat@Work
February 23, 2010 4:54 PM
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If this is the case, she has the WORST JOB IN THE WORLD.

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myrna_minkoff
February 23, 2010 4:25 PM
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It almost sounds like his email was answered by some pissed off intern, and once he realized it, the VP tried to cover it up.

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bugdog
February 23, 2010 10:59 PM
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It sounds to me like he left his computer unlocked. That would have been my excuse. \"My sincerest apologies for the previous email. I went to get some coffee and left my computer unlocked. One of our former employees thought it would be funny to reply to your email from my account. Obviously, it was not....\"

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A Pimp Named DaveR
February 23, 2010 4:10 PM
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I think the \"should we charge you for time and gas\" comment probably would have set me off, too.... So in the end, I think Sarah deserved both the original response and the apology.

Then again, I'm cranky, so... you know... grain of salt and all.

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Daemon Xar
February 24, 2010 2:54 PM
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Yeah, she was awfully rude in her e-mail. However, the response was clearly over the top (and a reminder to let draft e-mail sit in your draft folder for a few minutes before sending).

I wonder if Mr. Payne drafted it to blow off steam, never intending to send it, and then accidentally hit the \"Send\" button?

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Carmeysays...
February 25, 2010 11:42 AM
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Then he needs to quit the business right now. If you can't take the heat, get out of the kitchen. He needs to instead go work in a prison where inmates can respond to him appropriately with lethal force.

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JW Pepper
February 24, 2010 8:32 AM
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you missed her point. She stated \"should we charge you for time and gas\" based upon what the theatre did; rudely interrupted the show and showing poor human relations and management skills by not addressing something that is common place today; having a debit card / credit card machine to accept transactions. Quite frankly, I would have walked out. To not have such a machine goes against the very fabric of good business sense. And this woman wasn't being rude; she was honest. I could almost say that many business owners who read this would also agree with her. I can't remember the last time that I patronized a business that only accepted cash. Get with the times is right. And in no circumstances should a manager ever respond in the way that he did. No excuse for it. Sounds to me like some 20-something punk with some attitude. I doubt he has this job today.

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trentblase
February 23, 2010 4:34 PM
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Yeah, I would definitely have WANTED to write that same email in response if I was the VP (not that he should have). As someone who uses credit cards on just about everything, even I think its absurd to ask a theater to pay for my time and gas so that I can go get money to buy their services. Of course, I would probably not patronize that theater, as I tend to buy my movie tickets online anyways (AMC waives the fee if you have their rewards program)

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arm123
February 23, 2010 5:26 PM
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I work in customer service and nothing makes me less sympathetic for your problem than when you demand gas money for your time.

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pecan 3.14159265
February 23, 2010 8:40 PM
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There's lack of sympathy, and then there's launching into profanity. Do you do that as well? I'm just saying, there are better ways of handling rude people - as a representative of his business, the VP should have definitely known better.

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Miraluka
February 23, 2010 4:11 PM
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Seems like someone got nailed by actual management or HR once the press got wind of his ridiculous e-mail. No reason for that kind of a reaction.

But as far as OP is concerned, plenty of places don't accept plastic, and I'm fine with that. Live and learn, so next time I go back i bring cash with me.

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4 replies
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hegemonyhog
February 28, 2010 8:47 PM
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Well, she would have gotten cash. Except that the machine they put in the theater so that people can get cash ran out.

Which is sort of the fucking point.

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amuro98
February 24, 2010 5:50 PM
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If this were anything but a first run theater, sure, only accepting cash would be the norm. But Shutter Hill is a newly released movie, which implies this was one of the larger theater chains. How can they NOT accept credit cards? But that's a minor compared to the theater's treatment of its customers by checking tickets during the movie - at that point, I would have walked out and demanded a refund - not a raincheck, a refund. And even THAT's pretty minor compared to being told to F... off by the theater's VP. Personally, I hope the Poster sends that email into the local newspaper(s) asking if this is what the community considers to be proper behavior. I don't care if he already tried to apologize for his email, there's no excuse for that sort of treatment of a customer! If the theater's remaining staff and management care for their jobs, they'll put this VP's head on a pike outside the theater with a sign reading \"Under New Management!\"

And throw in some free popcorn. Everyone likes popcorn.

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IfThenElvis
February 23, 2010 9:55 PM
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I've been caught a couple of times at my local Cinemark when their debit machines were down. Unfortunately they don't tell you this until you been in the concession line for 10 minutes and after ordering.

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sponica
February 23, 2010 5:30 PM
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our local drive in theater (an endangered species) used to be cash only, now they take credit cards but ONLY at the concession stand...oh and you have to get there like 2 hours in advance on weekends.

as for the ATM running out of cash, I've had my local bank ATM run out of cash...usually on a Sunday

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El_Fez
February 23, 2010 4:12 PM
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While I have a long list of reasons why I dont go to the movies anymore, \"Go fuck yourself\" from the owner isnt on them. That's a new twist!

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4 replies
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ChunkyBarf
February 23, 2010 10:59 PM
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Pee Wee Herman respectfully disagrees.

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PunditGuy
February 23, 2010 7:45 PM
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I think we've found Cheney's secret location.

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JohnQPublic
February 23, 2010 4:41 PM
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That's the new twist ending of M. Night Shyamalan's new movie.
Cole Sear: I f**** myself.
Malcolm Crowe: In your dreams?
[Cole shakes his head no]
Malcolm Crowe: While you're awake?
[Cole nods]
Malcolm Crowe: F*** yourself like, in shoving time up your ass? And gas?
Malcolm Crowe: How often do you f*** yourself?
Cole Sear: All the time.

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shanelee24
February 23, 2010 8:57 PM
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none of that made any sense. i know you were trying to be funny, but i have to declare an epic failure on your part. not funny. not enlightening.

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jaycooke
February 23, 2010 4:12 PM
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I also wanted to add to my previous comment:
And the movie industry wonders why people pirate movies instead of going to the theater. Sometimes it is not just about money - it is about having a better experience in your own home than being treated like crap in a crummy movie theater. I just wait for the DVDs.

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3 replies
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Bohemian
February 23, 2010 5:04 PM
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I am hard pressed for a reason to go to a theater. I can watch movies included in our cable package, order one on screen for $3,or buy one at Target for $14. The sofa is quite comfy and our TV big enough to make viewing decent. We can make drinks, don't have to deal with rude movie patrons and screaming kids. The only movie I have even considered going to a theater to see is Alice in Wonderland and only if I can catch it at an Imax.

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AirIntake
February 23, 2010 4:58 PM
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Yup, my screen at home looks just as nice as a theatre screen from the distance I view it at, and I like to be able to pause to go grab another beer and take a leak, 2 thinks you can't do at the theatre.

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axhandler1
February 23, 2010 5:24 PM
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Well, you can't pause, but the movie theaters in New Orleans (at least the ones we used to go to) sold daiquiris at the concession stand. If the movie was boring you could at least get drunk while you watched it!

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shepd
February 23, 2010 4:12 PM
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Wow, that was one rude letter. And I'm not talking about the theatre VP.

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2 replies
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eirrom
February 23, 2010 4:27 PM
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ttll gr. Cld sh hv cm f s bggr btch n th lttr? Sh ws vr srcstc. Th prt whr sh sys \"Gt wth th tms\" ws nc. lv th rspns bck frm th VP. Swt rvng!

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Kiz
February 23, 2010 5:03 PM
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Sarah might have had the right to complain about the ticket checking but there was no need to be such a bitch about it. Of course it is the right of consumers to bring up legitimate complaints but they should not feel they have the right to be rude about to the people they are trying to get refunds from, then act so surprised that they get rudeness back.

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amuro98
February 24, 2010 5:57 PM
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I didn't find her letter that bitchy. She's clearly annoyed, and the letter may be a bit emotional but her complaints are still valid.

However, I don't care what she did, complained about, or how she did it. The VP's response was COMPLETELY uncalled for. At first, I thought she complained to one of the wage-slaves in the lobby and got that sort of response. I cannot believe that this was from the VP.

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Conformist138
February 24, 2010 7:25 AM
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The surprise is that this is not just a random person responding to some random email- He was responding as the Vice President of a company that had, even unintentionally, upset a customer. He is supposed to be a professional. In this case, while she was pretty snide in her email, he needed to take the high road. He could have explained that many smaller businesses do not take cards and that he is sorry if it inconvenienced her, but that is their choice to refuse plastic. He could have addressed her concerns in a civil way. In the end, while she looks bitchy after a bad experience, he seems like a lunatic for going so nuts. The sedated tone of his apology is, by contrast, almost creepy. Like a maniac laughing uncontrollably and then suddenly stopping to give you a blank stare.

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FerretGirl
February 24, 2010 10:03 AM
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I agree. Her email was totally bitchy and rude but his response and subsequent apology makes him look like a total psycho. The two are so different that I wondered if someone else wrote one or the other.

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ARP
February 23, 2010 4:12 PM
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dn't thnk thr r n nncnt prts hr. Srh ws btch n hr lttr nd th VP's rspns ws jst mtchng th ngr btchnss.

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2 replies
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jaycooke
February 23, 2010 4:17 PM
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I would be a bit of a b* too if a movie theater insisted on checking tickets while the movie was playing. The cash-only thing is a bit annoying, but that is their policy. But interrupting a movie for loss prevention is unacceptable. People paid to see that movie and they have every right to watch it.

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Bunnyhat
February 23, 2010 5:21 PM
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B nnyd, sr. B btch t th ppl wh's chckng tckts drng th mv, grt. ctng lk rd, snbbsh btch whn cntctng th ppr mngmnt f th crprtn tht wns th prtclr thtr? N. Whl th Vc Prsdnts rspns ws nt pprprt, th P's ml wsn't thr. t ws n fc prm xmpl n hw nt t gt n ss rslvd bcs th ntr tm rdng ths lttr ws smpl thnkng \"wht btch.\" nstd f fcsng n th sss t hnd. nytm smn gt's cmplnt wrdd r spkn lk tht, th mmdtl ssm th xprnc ws xggrtd tms vr bcs y smpl cm ff lk tht. Nxt tm bth prts nd t rmn prfssnl.

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melking
February 24, 2010 1:27 PM
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I'm sorry, after her experience, she deserves to be bitchy. Most likely she would have forgiven the whole situation with cash only and no money in the ATM. However, having to waste said money on a movie you don't get to enjoy because they have to find 8 people who didn't pay or snuck into the movie is beyond rude. Could she have been nicer in her letter, sure. But why? What was it going to get her. A less profane response letter? Big deal.

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pax
February 23, 2010 4:13 PM
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That's a really bitchy complaint e-mail, I agree. But the VP is a VP, for heaven's sake! How on Earth does a VP think that's okay?

***

Alternate explanation: VP wrote first e-mail to blow off steam and hit SEND when he should have hit the X.

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6 replies
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snclfe
February 26, 2010 7:44 PM
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My guess is he was sending a fake internal reply to blow off steam. One of his co-workers read it and then told him he included Sarah in his reply - whoopsie!

But checking tickets of the whole audience while the movie is playing - that's moronically disruptive. Ushers are supposed to resolve disruptions - not cause them!

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tmed
February 24, 2010 8:16 AM
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That's exactly what I thought. THis was never supposed to be sent.

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Frau Eva
February 23, 2010 5:53 PM
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I agree that he probably meant to hit delete instead of send. The quick realization and over the top nature of the e-mail says it all. While its certainly insane that this was coming from a VP, this customer's letter doesn't deserve a polite letter back either.

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ludwigk
February 23, 2010 4:25 PM
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I totally disagree. I have 7 years of customer support experience across 3 industries and have answered thousands of tickets, and that letter was tame. Her time and gas comment was merely an expression of the cost in convenience to the consumer of the establishment not taking plastic. They are valid.

When you read a customer complaint, you always have to keep (at least) two things in mind:
1) The customer was moved to write to you for a reason. Consider that reason. If they're bitching just to bitch, be courteous, ignore their complaint and move along. If they have legitimate complaints answer them

2) For every customer complaining about x, there is some multiple of customers, n, who also experience the same thing, but don't bother to to write in. By addressing this customer's issue, you can solve n problems with one stone.

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jefeloco
February 23, 2010 6:50 PM
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Are you advocating dropping large boulders on top of corralled groups of upset customers?

I like it.

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Snakeophelia
February 23, 2010 4:15 PM
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That's the only explanation I can think of, because anyone who thinks it's actually a good idea to send an email like that in this day and age does not deserve to be VP of anything.

Please tell me that after he sent it, she forwarded that email to everyone she knew, posted it on FB, and sent it along to every other email address she could find for the theater. The VP deserved nothing less.

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FatLynn
February 23, 2010 4:13 PM
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Okay, while checking the tickets during the movie is outrageous, and the VP's response was schizo, Amanda's e-mail is much snottier than it needs to be. \"Frankly, get with the time\"? That's unnecessary language.

And plenty of places are cash-only for all the reasons we've seen on this site.

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4 replies
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BluePlastic
February 23, 2010 5:45 PM
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\"Frankly, get with the times\" deserves a \"go fuck yourself\" ??? I don't get all the posters who are acting like the OP is the bitchiest bitch who ever bitched (and also wonder what would be those some posters' perspective if the OP was male).

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Carmeysays...
February 25, 2010 11:50 AM
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I couldn't agree more. All you people on here acting like this woman deserved this in response? You absolutely SICKEN ME!!!! Just because you have no spines and allow yourself to get beat down by retail managers who your money pays for, and no self respect when people step all over you, don't you DARE criticize us consumers who exercise our RIGHTS to get our money's worth!!!!!

This woman is a correct, perfectly acting feedbacker. She had EVERY RIGHT to not only give that feedback, but get the right result. She did NOT cuss at him, she was factual, and she had a RIGHT to her attitude! They RUINED her F-ing movie!!! What part of that don't you understand?

This is a pro-consumer blog! Not a beat up on other consumer blogs. Get lost!

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SenatorIvy
February 23, 2010 9:02 PM
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f th cmplnnt ws ml wld stll cll hm btch fr bng btch nd btchng s mch.

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MMD
February 23, 2010 8:57 PM
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Thank you for saying that. These posts are dripping with misogyny...

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Miraluka
February 23, 2010 4:13 PM
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Also, OP could've been much more tactful in her e-mail. She should not expect any sort of positive response from her passive aggressive e-mail approach.

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hosehead
February 23, 2010 4:14 PM
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Dear Steven J. Payne - Vice President,

Have fun finding a new job.

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3 replies
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sonneillon
February 23, 2010 10:49 PM
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I think I might be related to that VP. Like a second or third cousin or something. Huh, that's weird. I'll forward this to my aunt she'll know.

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GadgetsAlwaysFit
February 23, 2010 6:58 PM
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I agree with you. The OPs letter was snippy but in no way deserved the response it got. I am really and truly shocked at how many people are writing that his response was appropriate. Since when it upping the ante an improvement when the original ante was a snippy one? How is this making anything any better. Not everyone has stellar writing skills but does the OPs sink to the level being told to f*** off twice and her financial well being called into question? I guess things have degenerated so much now that there is no reason for maintaining decorum in the face of communication that is at worst tacky. That whole civility thing is a lost cause now if we as a culture support ever escalating nastiness. Sigh

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Kiz
February 23, 2010 10:40 PM
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pprprt? N. Fnn s hll? Ys. pssd ths n rnd m c-wrkrs nd w ll hd gd gggl. Wh hsn't wntd t tlk bck t sm smrt rs btch f cstmr lk ths?

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WagTheDog
February 23, 2010 4:15 PM
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When writing a letter of complaint, always leave the possibility open that you might do further business with them. That way, they have a reason to not completely blow you off. Sarah made the mistake of closing that door right up front. If you're not going to do business with them ever again, you might as well just take your business elsewhere, quietly.

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jefeloco
February 23, 2010 7:06 PM
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I disagree, respectfully even. Politely let them know why you're not going to continue doing business with them rather than going silently.

Its kind of like not telling a stranger on the street that they have a booger hanging out of their nose; your day may go on fulfilled but they won't get the chance to make things right before they meet someone else. You might as well speak up and tell them how it is before carrying on.

Just do it politely.

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sean77
February 23, 2010 6:00 PM
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I couldn't agree with you more!!

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pantheonoutcast
February 23, 2010 4:15 PM
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I love these stories where everyone involved deserves a slap to the back of the head. I say we bring back the lost art of dueling....

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pop culture pariah
February 23, 2010 4:32 PM
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Wikipedia claims that \"since independence no court in the United States has addressed the issue of whether [trial by combat] remains a valid alternative to a civil action under the law,\" but you know... it's Wikipedia.

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Bob
February 23, 2010 10:21 PM
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I just read the letters and just....WOW! I see two new people for the Jerry Springer show. And no, the letter doesn't even reach the level of bitchiness of the classic Ann Coulter. Coulter is in a class by herself. The woman is a rank amateur in comparison.

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Mackinstyle
February 23, 2010 4:16 PM
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Some people just set themselves up for this and then act like such victims. Usually the types of people everyone hates with the self-deserving attitude and sing-songy voice. I call it Ann Coulter Syndrome.

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kylere1
February 23, 2010 4:16 PM
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Umm, if this is legitimate I want to ask Sarah to befriend me, I will then do as friends do and slap the taste out of Steven J Payne mouth.

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humphrmi
February 23, 2010 4:17 PM
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Wow, a lot to take in here. Her email wasn't profane, but it was definitely going to put whoever read it on the defensive.

On the other hand, Mr. Payne's email response was obviously completely inappropriate. A fact that he apologized for, although it's pretty hard to un-ring a bell.

At the end of the day, the theater's method of payment isn't the issue - they can choose to not accept credit cards and the interchange fees associated with them, and they should be respected for their decision. When you use credit cards and even \"cash cards\" (a made-up name, banks made up this name to make you think it's just like cash, but it's still a debit card and carries transaction fees) you cost the vendor more money, and if they don't want to pay that fee, you should take your business elsewhere without berating them for that decision.

The real issue is, in my opinion, their disruption of the running movie, and I think at minimum it warrants a refund.

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Timbojones
February 23, 2010 5:29 PM
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Agreed, interrupting the movie was absurd. But the empty ATM is also a big problem that needs to be addressed - get the ATM service company in there to refill on both Friday & Saturday.

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brinkman
February 23, 2010 4:17 PM
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The first part of Sarah's email is a joke and the second part is rude: \"Frankly, get with the time [sic]...Should we charge you for time and gas?...Get the point yet? I would rather drive to White Bear Lake, where they obviously know how to run a theater than have this experience again. \"

Fine, Sarah. STFU and go to White Bear Lake next time.

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feckingmorons
February 24, 2010 2:35 PM
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I have to agree. Sometimes you just have to fire the bad customers. A little more polite note would have worked better, but truly if you can't find an ATM don't blame the theater.

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microcars
February 23, 2010 4:18 PM
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in retrospect he should never have bothered to reply to the email in the first place.
that is what I have learned over the years. If someone comes off as a kook, you have nothing to gain by telling them they are.

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Frau Eva
February 23, 2010 6:35 PM
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Seriously, just send a vague autoresponse. Someone that rude and worked up over this...they tend to be just plain inconsolable.

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MatthewO
February 23, 2010 5:27 PM
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Eeh.... I was thinking the same thing, up until the part about them checking tickets WHILE the movie was showing. I'd be plenty pissed about that too. Honestly, if I were sarah, I would have made THAT the focus of my letter, then maybe added an 'also, taking credit cards would be nice.' at the end.

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dpeters11
February 23, 2010 4:18 PM
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The theater chain should at least put on their site, where they have admission prices, a note that they only take cash or check.

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nucwin83
February 23, 2010 4:19 PM
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Looking at it from the VP's view, Sarah's letter was over the top. But, that's no excuse for his response. Were I in Sarah's shoes, I certainly wouldn't spend another cent at any theatre owned by the company.

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fjordtjie
February 23, 2010 4:19 PM
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i thought that too. that said, i am calling the furniture store that hasn't delivered my couch in 4.5 months (estimated to arrive before christmas) on friday, and will probably have a conversation that goes something like that. i am excited to see if they tell me to fuck myself. maybe you'll see it on the consumerist next week!

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vitajex
February 23, 2010 4:20 PM
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Hooray! My first tip that became a post!

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vitajex
February 23, 2010 5:56 PM
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Just to make it clear, I don't know Sarah. I just so happen to live in Minnesota and thought this was a good Consumerist story.

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FatLynn
February 23, 2010 4:28 PM
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Man, I hope that's not your girlfriend.

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jaycooke
February 23, 2010 4:27 PM
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Are you Sarah? If so, I can't believe all the people who took the VP's side on this. The original complaint letter did not deserve that kind of response.

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diasdiem
February 23, 2010 4:58 PM
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If you want to lodge a complaint, and actually get a decent response from it, politely listing your grievances in a civil manner will go a lot farther than launching a sarcastic, bitchy diatribe. Management will go a lot farther to address your grievances if you don't piss them off when you present them.

The customer is NOT always right.

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allstarecho
February 23, 2010 4:20 PM
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Wll, ths s n f ths... Sh ws ttl btch n hr ntl ml s cn't blm th vc prsdnt fr hs rpl. n fct, ppld t. Jst bcs y r th cstmr, dsn't gv y th rght t ct lk ttl jckss.

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msbask
February 23, 2010 4:58 PM
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I agree. I wonder why we hold company reps to a higher standard than the general public.

She acted like a d*ck. He acted like a d*ck.

He wins, though, because he apologized for acting like a d*ck. She still thinks she's right and justified.

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whylime
February 24, 2010 4:07 AM
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We hold the VP to a higher standard because he represents the company he works for. It's also common sense for companies in this type of business to provide good customer service. I'm not saying that either of them were in the right (they both acted atrociously), but the VP has a lot more to lose. He did not win by apologizing. His response has spread across the internets and his company will lose a lot of customers and revenue because of it, apology or not. She loses nothing from her snarky email. No one knows who she is, so her reputation is safe.

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whylime
February 24, 2010 4:10 AM
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Never mind about the reputation thing. Didn't realize she's posted her face everywhere.

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TCinIowa
February 23, 2010 4:21 PM
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Sh's btch, wh hd t cmng. H's jck-ssd ht-hd tht shts frst nd sks qstns ltr. Hw wll ths tw kks mng t fll n lv?? Wlcm t \"Y'v Gt (Mr) Ml! Mnnst Lv Str\"

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teamplur
February 23, 2010 4:23 PM
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Ya places that are stuck in the 80's don't accept plastic. Welcome to 2010. Flying cars, time travel and plastic instead of cash. Anyways. She may have come off a bit bitchy but she wasn't that bad in her email. The VP lost his damn mind. OMG i'd be so fired so that if military could get fired. Then again I could get releived of my position....

IDK how big that company is, never heard of them. but If it was like.. AMC or one of the big ones, wow, that would be like... crazy...... I would never go back either and I'd pass the story on to the press. See how their sales do after news report of VP's telling customers to 'go fuck' themselves and 'shove ..it up your fucking ass'

have to admit i have wanted to tell people some of those things from time to time. haha

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supercereal
February 23, 2010 6:06 PM
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Frankly, I have more incentive to go there now, given the VP's response. It shows that the company isn't full of pushovers that unnecessarily bow to snotty, immature, pissy customers. I say kudos for saying what the rest of the service industry merely thinks; if you treat the VP like a moron, you deserve the treatment she got.

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BugBlatterBeast
February 23, 2010 10:12 PM
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As long as those companies are willing to lose customers and have their service practices publicized, more power to them. Any publicity is good publicity, right?
[sarcasm] I mean Toyota stock hasn't suffered at all due to the recent press [/sarcasm]

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NarcolepticGirl
February 23, 2010 4:23 PM
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LOL.


frankly.

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S
February 23, 2010 5:25 PM
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Frankly, I don't see what's so frankly funny about someone's frankly inability to use a thesaurus. Frankly, I find it frankly annoying and frankly try to avoid writing like that my frankly self.

Got to sounding like an episode of the Smurfs there......

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cash_da_pibble
February 23, 2010 5:24 PM
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Frankly, I was going to post about this.
I'm glad to see someone else do it, becuase Frankly I wasn't going to pull it off properly.

just sayin'.

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diasdiem
February 23, 2010 5:01 PM
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Yeah, it's hard to start a sentence with \"frankly\" and not sound like a douche.

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trifractal
February 23, 2010 4:24 PM
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I don't believe any part of this

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ludwigk
February 23, 2010 4:45 PM
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One sort of weird coincidence in this fact pattern is that the name of the theater company, Evergreen Entertainment, is very close to a case we read for contracts last semester, an oft-read dispute over the building of a drive-in-theatre, Evergreen Amusement v. Milstead. That made me about 8% suspicious. I didn't really find anything here that doesn't happen in real life, but like anything on the internet there's some non-trivial probability that it's all made up.

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Hoss
February 23, 2010 4:36 PM
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Then Steven Payne and Evergreen should be suing. Check out the Evergreen website. Steven Payne is listed as the corporate contact person.

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HoJu
February 23, 2010 4:24 PM
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Okay, so here's my guess as to why this went down the way it did:
Prior to reading this bitch's letter Steve got an offer for a better job somewhere far away.
He wrote the first response cuz really, I'm sure he's always wanted to respond to a bitchy complaint that way and he had nothing to lose.
After hitting send/receive in Outlook not only was the first response sent but the retraction for the better job offer was received.
And that brings us to the second letter.

Makes sense in my head! :)

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SkuldChan
February 23, 2010 5:47 PM
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Either that or they aren't doing so well financially, and he just flipped. I've seen that happen to local business owners plenty of times.

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LostTurntable
February 23, 2010 4:24 PM
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I'm shocked how many people here are siding with the VP. Look, it's 2010. Accept plastic or prepare to have less customers. And interrupting a movie to find theater jumpers? No. Sorry, too bad. Once the movie starts you loose the right to do that, If you think a theater has the right to ruin the experience of every other movie goer because an usher can't do their job right then you too are an idiot. I have no respect for anyone who allows a theater to be run like that.

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friendlynerd
February 23, 2010 4:47 PM
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I don't think people are so much siding with the VP as suggesting she got back what she put out there. Isn't \"polite but firm\" the first thing to remember about complaint letters? She was outwardly nasty and sarcastic and not at all clear in what she wanted to make the situation right.

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eirrom
February 23, 2010 4:40 PM
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I'm guessing there are prepared for less customer since they don't accept plastic. I agree the theatre should not have stopped the movie to check tickets. That was stupid and really unacceptable.

The problem here is the letter that was sent was filled with sarcasm, instead of sending an email listing her complaints. She came off as a bitch who is hard to please. The VP said fine, move on and they are prepared to lose that customer.

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whylime
February 24, 2010 4:17 AM
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But the VP didn't say fine, move on. He cursed her out. Sure, her email was childish and nasty, but his was totally inappropriate and unacceptable. Two wrongs do not make a right, and his company will lose a lot of business because of this. He has done them a great disservice with this email.

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admiral_stabbin
February 23, 2010 4:37 PM
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You do realize why so many are siding with him, right? Her letter was childish and insulting. If she wants to be treated like grown folks, she should act like grown folks.

As for her actual grievances, I agree with each and every one of them. Anyone that was in that theater deserves a full refund (if they request it) on the tickets for being put through a ticket jumper witch hunt. It's also pretty unfortunate that they are a cash-only operation in this day and age. However, as long as they aren't putting the MC/Visa/Discover/AMEX stickers on the doors, then I think they're in the clear.

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BluePlastic
February 23, 2010 5:53 PM
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Grown folks ought to respond like grown folks, even if they receive a childish missive.

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LostTurntable
February 23, 2010 5:33 PM
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No. Sorry. If the VP took the high ground she'd have no avenue to go to and that would be the end of the story. A person that the theater doesn't want wouldn't be back and everyone wins. She was immature, yes, but he was an asshole. He should treat customers the way he expects his employees to, you think an usher wouldn't have been fired if they used that language on a customer?

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pecan 3.14159265
February 23, 2010 8:24 PM
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I completely agree. It's amazing how many people are siding with him even though he's just an asshole. I don't care what kind of email came to him - it was immature and bratty, but it wasn't laced with profanity, and it wasn't an ad hominem attack. He made it personal by insulting her and using a lot of profanity.

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jaybeas
February 23, 2010 4:26 PM
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Frankly, Sarah's letter was pretty annoying. Frankly, she could have done without the snide remarks and general rudeness. Frankly, Consumerist should use this letter as an example of what NOT to do when writing a complaint letter. Frankly.

To echo other commenters, I think the only real egregious thing the theater did was check tickets while the movie was playing. Not taking debit/credit cards is annoying, sure, but as long as it's a posted policy, it's not THAT big a deal (and this is coming from someone who rarely has cash).

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diasdiem
February 23, 2010 5:19 PM
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I agree the theater has bad policies and that her letter was the wrong thing to do. And don't call me Frankly.

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ExtraCelestial
February 23, 2010 4:26 PM
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This is one of those things where the service is so outrageously bad it becomes funny. Everything from a cinema not accepting credit to a VP ending a letter to a customer with directions to a competing theater. I would've paid $10 to watch the staff interruption alone. Where IS this place?! It's like an alternate universe or at least an Onion article. Hilarous!

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Conformist138
February 24, 2010 7:34 AM
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I see a new trend- people paying a premium to go to a \"bad\" business just for shits and giggles, hoping an employee will royally screw up for amusement.

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jaybeas
February 23, 2010 4:27 PM
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Frankly, Sarah's letter was pretty annoying. Frankly, she could have done without the snide remarks and general rudeness. Frankly, Consumerist should use this letter as an example of what NOT to do when writing a complaint letter. Frankly.

To echo other commenters, I think the only real egregious thing the theater did was check tickets while the movie was playing. Not taking debit/credit cards is annoying, sure, but as long as it's a posted policy, it's not THAT big a deal (and this is coming from someone who rarely has cash).

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pantherx
February 24, 2010 9:07 AM
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Frankly, I agree with you. Frankly frankly frankly. Frank. ly. Frankly frankly frankly.

All of a sudden I'm craving a hot dog...

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dpeters11
February 23, 2010 4:32 PM
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I've seen worse. I've come across a theater that took credit to buy tickets, but cash only for concessions. So when I ordered my tickets online and was going to pick them up, I wasn't expecting a cash only place for other things. Still might help for them to have a note on their website.

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COBBCITY
February 23, 2010 4:28 PM
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Sarah's tone was rude, rambling and snotty. You do NOT professionally address anyone or any company with a tone like \"I expect a refund, but only by check card. Oh wait, sorry, we are all out of check cards. Get the point yet? \" That did nothing to invite cooperation.

That said the President made matters much worse and should be terminated for speaking to a customer the way he did. They both need a lesson in how to communicate effectively.

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dieselmachine
February 23, 2010 6:21 PM
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I don't think he made matters worse at all. In fact, I think he managed to turn an otherwise routine story of some self-entitled asshole complaining that events in her life have not perfectly aligned themselves, and he turned it into the feel-good email of the decade.

This guy is totally awesome. And he even offered to give her directions to the competitor, he's very considerate!

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JohnQPublic
February 23, 2010 4:29 PM
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The next time I see a \"If you don't like credit card fees, don't accept credit cards\" post, I'll link to this story and tell them to \"go f*** yourself\"

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ChuckECheese
February 23, 2010 4:30 PM
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This thread proves that \"Minnesota nice\" is a lie.

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NatalieErin
February 23, 2010 5:18 PM
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Pffft, everyone who lives here knows that. \"Minnesota Nice\" actually means \"get the fuck out of my face, because I don't want to talk to you\". We're a very passive aggressive people, particularly outside of Minneapolis and St. Paul proper.

Now that I had problems submitting this and tried again, no doubt it will copy four times. Pre-emptive apologies.

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Hoss
February 23, 2010 4:31 PM
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This is from the Evergreen Entertainment website: \"Please contact stevep@evergreen-entertainment.com to inquire of any current Management openings.\"

So he wasn't lying about management turnover. I wonder if he still has the drinking problem though? Go fuk yourself? He must have been on his fifth martini at that point!

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Hackoff
February 23, 2010 4:32 PM
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Fu*k that! Angry letters to management is nothing new. That is part of business. If Mr. Payne can't handle a letter like that then he has no business being in management. Sarah was obviously upset at her overall experience and even if her tone was hostile, it certainly didn't warrant the response that she received. I assume that all of your who responded with some sort of snide comment about Sarah have never complained or written a letter about a bad experience that you have had with a business/service/product. Clearly that is why you are reading the Consumerist. Seriously!.

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JW Pepper
February 24, 2010 8:37 AM
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I agree with you. I am wondering the average age group of the folks saying that Sarah was rude. Did you folks just get out of high school? Still living at mommy and daddy's? Good grief, when you start working and maybe managing a store, you best be on top of things because customers will complain and if they spending their money in your establisment, its their right. Sarah wasn't out of bounds with her complaint. She never swore or seemed arrogant; just establishing what had happened and with slight embellisments. For a manager to come back and say \"go fuck yourself\" is appalling. Regardless of what Sarah said, a manager should never lower himself to this type of behavior. He failed to act like a man. He should have apologized especially for the interruption of the show.

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Megalomania
February 23, 2010 4:34 PM
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I'm guessing he got to \"should we charge you for time and gas?\" then skipped to the end to see if there was an actual point and saw her saying that she would rather go to their competitor where they \"know how to run a theater\" and just flipped on the ridiculous entitlement.

The ticket checking sucks, but \"you don't take credit cards\" is not a valid complaint and her attitude was obnoxious. Frankly, I applaud that someone was willing to tell her self entitled ass to shut up and go away. At least the guy apologized afterwards, while I doubt she even realized what a complete piece of work she is.

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lincolnparadox
February 23, 2010 4:34 PM
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I have to agree. If you're having a bad experience, you need to leave immediately and request a refund.

It's like getting served a bad meal at a restaurant, but still eating it, and then asking for a refund. Once you have watched the movie, your chances for a refund are slim.

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Loias calls you out if you can't RTFA
February 23, 2010 4:35 PM
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I will grant the writer's tone was clearly flippant and non-courteous. Regardless, I find the VP's response absolutely unconscionable. There was no excuse for that. This person is simply not fit to be in his position if he can neither control his emotions nor treat a customer with respect.

Because this is probably evidence or a larger issue with the VP, my guess is the company is better off letting him go. I have no doubt that his toxic attitude is not helping the company one bit.

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props_nyc
February 23, 2010 4:35 PM
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Wow, I'm glad I don't live in minnesota, it sounds like its a pain to go to the movies

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solareclipse2
February 23, 2010 4:36 PM
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It doesn't matter what her e-mail said in it. A VP of any place should never respond to a customer with profanity. He does have every right to say they're no longer welcome as customers.

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Kid Awesome
February 23, 2010 4:36 PM
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Wow this Sarah person is kinda a jerk. Sure it's right to complain about the checking of tikets while teh movie is going but why be so nasty about not accepting credit cards?

Also the VP seams a little bi-polar to me.

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friendlynerd
February 23, 2010 4:37 PM
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While I agree with all her points, she got back what she put out. Call it karma.

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ChemicallyInert
February 23, 2010 4:38 PM
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I get the sneaky suspicion that were the OP a man, no one would have a problem with the tone of the letter.

\"Get with the times.\"

Seriously? This is offensive? Thin skins over here at Consumerist, I see.

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NarcolepticGirl
February 23, 2010 4:44 PM
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i think most of the consumerist readers would just call the OP an asshole if it weren't a bitch.

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ChemicallyInert
February 23, 2010 5:52 PM
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I honestly don't believe the presence or absence of a word is a factor. I think society is more tolerant of men taking a certain tone than women taking the same tone. We're like that about clothing, color choice, affectation, and everything else. Why would this be an exception?

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dolemite
February 23, 2010 4:38 PM
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I didn't think her letter was that bitchy. She probably could have left out parts like \"get with the times\", but her letter was on-target. No modern way to pay? Check. ATM out of money? Check. Movie ruined? Check.

Now...she was a bit rude (like 2 out of 10 stars), but the manager came back with vulgar and personal attacks, and obviously is quite full of himself.

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seanbperiod
February 23, 2010 4:38 PM
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Sarah.. go F yourself

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DeeJayQueue
February 23, 2010 4:39 PM
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Here's why I think Sarah's letter was worded so emotionally:

Movie theaters haven't changed much over the last 10 or so years. Sure some of them have fancy new digital projectors, but even those are probably 2-4 years old by now, and they aren't relatively that expensive anyway, maybe about 100k each. Screen sizes haven't gotten any bigger, food hasn't gotten any tastier, and the seats haven't gotten any comfier.

But the prices sure have gone up.

10 years ago it cost like $10/ticket to see a movie on a Saturday night. $5 each for a Matinee.
Now it's a $40 proposition to take 2 people to the movies, and that's not including dinner beforehand 'cause I sure am NOT paying $45 for a pack of sour patch kids that have been sitting there since the 90s.

So for my money, I want something more. Since the theater hasn't gotten any better, and the food isn't any better, I want better customer service. This means things like automatic ticket printing at a kiosk, accepting credit/debit cards, having ushers that know how to do their jobs and don't interrupt the movie significantly. for $18/ticket, that's the LEAST I expect. I'd have reacted in a similar fashion had I been in that situation.

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Boobainaz
February 23, 2010 4:40 PM
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So, OK, terrible experience for Sarah, but, hey... Anyone who has ever done customer service, you know Steve was livin the dream. Hope his old man owns the theater, cause this is the sort of thing that puts the \"viral\" in internet.

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hamburglar
February 23, 2010 4:40 PM
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I'm kind of bummed that the VP backed down and sent the sniveling apology.

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Happy Tinfoil Cat
February 23, 2010 4:41 PM
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I can't believe you guys keep calling her a bitch. Read it again. This angel gave a lovely gift of sorely needed business advice.

1) Accept cards
2) Put cash in the ATM (they get it all back anyway)
3) Don't do a manhunt during the movie

I have one more bit of business advice:
4) Don't tell paying customers to 'go fuck themselves'

Perhaps she could have sugar-coated it. He should not only refund their money, but pay generously for the excellent business advice.

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erratapage
February 24, 2010 10:57 AM
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Word! Seriously, the key to being in business is to accept even emotional feedback as information. She was doing the theater a favor by reaching out.

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NarcolepticGirl
February 23, 2010 4:48 PM
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agreed. and also the angelic VP gave some wonderful advice too:

1. Pleasure yourself
2. Look for a higher paying job
3. It's okay to use cash sometimes
4. Be patient
5. Find new hobbies to enhance your life
6. If you need directions to White Bear Lake, let me know.

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NarcolepticGirl
February 23, 2010 4:41 PM
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haha, even better - there's a boycott group on facebook.
I wonder if they posted the customer's snotty letter.

I want a t-shirt with Steven Payne on it.


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tsukiotoshi
February 23, 2010 4:41 PM
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When I worked as a movie theater grunt we only accepted credit cards for tickets but cash only for the snacks. This e-mail, while rude, is tame compared to some of the things I was called while I worked concessions and had to tell people they could not pay for their five bags of popcorn by credit card. One man just about came over the counter at me he was so angry and woman once threw a bag of skittles at my head. So, this establishment should probably consider themselves lucky she only vented in an e-mail.

That being said, the manager really was inappropriate. I am most curious how he sent an e-mail like that and thought it was a good idea. Although, I suppose I wouldn't have put it past the manager at the theater I worked for.

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Mitogenesis
February 23, 2010 4:42 PM
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Checks some movie theater somewhere in a land far far away takes checks and doesn't take credit cards.
The two different reactions from the Vice President were so opposite of each other! Even though the customer's letter was less than word elegant the general idea was that she meant it was hard to pay for things, other words, I would have bought more stuff foods etc; and you ruined the movie by interrupting and looking for people who shouldn't have been there, thereby, putting the expected experience of all paying patrons last and did not provide the experience that they paid for. Grow up Mr VP these aren't normal occurrences in most

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soldstatic
February 23, 2010 4:43 PM
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I know he knows he was wrong to do that, but I'm sorry buddy, you need to find a new job if you can't handle the stress of the position.

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goodpete
February 23, 2010 4:44 PM
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Just because the OP isn't a very nice person doesn't mean that the VP's response was appropriate. I do agree that the OP's letter was an epic failure when it comes to notifying companies of a bad experience. But if you work in customer relations, you need to know how to deal with irate people. And sending them a profanity-laden email is not the correct way to do that.

The bottom line is that both the OP and the VP were wrong. However, chances are, I'll never meet the OP or do business with her. While there's a chance I might someday patronize an Evergreen Entertainment theater. I hope that Mr. Payne has learned from this experience and his response is not typical of the kind of treatment I should expect from that theater chain.

On one final note, I appreciate that Mr. Payne followed up with that apology. That took some guts. I would have been terrified of having to answer for that behavior, no matter what the circumstances were. Hopefully this is just a one-time incident.

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JelliDonut
February 23, 2010 5:10 PM
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Oh please. He sent the apology because somebody put his gonads in a vice grips and told him too. Or maybe he found Jesus overnight.

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RalphyNader
February 23, 2010 5:00 PM
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Who said anything about his response being appropriate? It was simply awesome. And who cares if this is a one time or an everytime incident? I think it is super funny that a person, who is qualified for (assuming) and holds a VP position in any size company, would even think of writing a letter like this.

Bottom like is that Sarah seems like an entitled little biz-natch + VP Stevo freaking out on her = pretty sweet.

Would you not roll your eyes at someone like Sarah if they were telling you this story in person? \"Oh, my, God Sarah. You mean to tell me that they do not take credit cards at the movie theater. Well I never. What...you had to pay by check? What do they think it's 1908? You should write a letter and ask them to pay for gas and time that you almost, but didn't waste in this ghastly ordeal.\"

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dourdan
February 23, 2010 4:44 PM
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Sarah is acting like a spoiled princess. I have had movies stop, the wrong movie put on, people ask for my ticket when the movie already started (in addition to crying babies and teenagers kicking my seat) but I tolerate it because this is what \"being out in public\" is like.

if you do not like it you can rent dvds.

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CuriousGeorge113
February 23, 2010 4:45 PM
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VP Steve, 1st letter ftw. So many times while working in customer service have I wanted to respond to people like Sarah. Management too often caves into customers like her, even though they are just too much trouble.

If you don't like the way a business operates, don't patronize the business. And don't act like that.

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tamaracks
February 23, 2010 5:06 PM
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I think that whether or not she's snotty and whether a theater should take credit cards are debatable. However I would say her experience with the theater interrupting the movie is inexcusable.

Also, there's a difference between not caving and being way ruder than is necessary.

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BluePlastic
February 23, 2010 5:35 PM
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This is exactly it. Personally, I'm careful to have cash with me when going to the movies because I've never been to one that took check cards/credit cards, but the VP's first response is just bizarre. No matter what you think of the OP's complaint, there was no call for him to tell her to go fuck herself. Even if her e-mail made him extremely angry, he had time while responding in written form to cool off and write a proper reply.

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Traveshamockery
February 23, 2010 4:54 PM
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There's never an excuse to be unprofessional.

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RogerX
February 23, 2010 5:31 PM
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There absolutely are situations where I've come close to penning such a letter, but even on my worst days, wife dented the car, disabled kid took crap at school, didn't have my morning coffee day, I've never given in. However, we are all human, and I can see how a hardworking person who doesn't ordinarily have to deal with the public could bristle at such a horribly rude and unprofessional complaint.

\"Your theater is crap! Get with the times! I paid a lot of money! I oughtta go somewhere else!\"

\"Eff off, we don't want your business.\"

\"How rude. You don't have to be mean. I'm calling the press!\"

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Rorrington
February 23, 2010 4:46 PM
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Wife and I recently invested $2,500 in a home theater system: 4 x 7' screen, overhead projector, Blu-Ray player, etc. DAMN, it's sweet. With a NetFlix account, we can start and stop the film at will, get a snack, don't have to watch commercials, no line at the bathroom (or pee on the floor), and so much more. OK, we don't get to see new films on opening weekend. Boo-Hoo. Theaters with managers and employees like Steven are the reason why. See ya, MegaPlex.

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Platypi {Redacted}
February 23, 2010 4:47 PM
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I worked through high school in a theater. Few things gave us such pleasure as to toss underage kids trying to sneak into an R rated movie after we just refused to sell them tickets for it. That said, we would NEVER interrupt the other patrons with a fuss during the show. It is up to the usher to find the perpetrators without disrupting other people (pretty easy when you are looking for KIDS sitting alone).

That said, the initial email was unnecessarily snotty. Save the snark until AFTER you give them a chance to resolve the issue. The VP response was about as far away from what anyone in a customer service industry would want or expect, and definitely seemed like someone else answered it!

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yankerosa
February 23, 2010 4:48 PM
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I think I used to work for that guy... or some incarnation of him.

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MyLiLPony
February 23, 2010 4:49 PM
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wow, sarah is definitely a Debbie Downer. is this her first time at the theater? did she not realize that they don't take credit/debit cards? i can understand her frustrations at first but everything else she is just whining for the sake of trying to get something for free.

I salute VP Steve. I'm sure Sarah didn't send an apology letter to him for being such a Debbie Bitch to him.

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Erich
February 23, 2010 9:42 PM
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Could be her first time at that theater.

I know that when I go to mine, I pay for everything by credit. Parking, dinner, movie, snacks... All with my credit card. Haven't used any cash at all while going to the movie in years.

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diasdiem
February 23, 2010 4:49 PM
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Yeah, sorry, she was being a bitch. She pretty much had everything he said coming to her. This is prime notalwaysright.com material.

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Kat@Work
February 23, 2010 4:50 PM
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This has got to be be funniest thing I've read in a while.

Thanks Steven J. Payne, Vice President of Evergreen Entertainment, I'd forgotten how dickheads like yourself become execs - you just throw everyone under the bus. I'd rather live under a bridge than be your admin assistant.

Are you Dr. Jekyll or Mr. Hyde today?

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NarcolepticGirl
February 23, 2010 5:00 PM
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could've been an intern/admin assistant that wrote the first letter, you know.

but i'm guessing he was wasted and responded the way most people would want to respond to a letter like this lady wrote.

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Kat@Work
February 23, 2010 5:06 PM
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Its possible... but of course, much funnier if not. :P

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WordTipping
February 23, 2010 4:50 PM
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Its completely understandable for a movie theater to not accept credit or cash cards. Credit companies charge a fee for every transaction often with a minimum fee. So, as a movie theater, your selling several products under $10. I'm sure minimum credit card transaction fees cut into their profitability, hence the refusal to accept them as payment. Basically the same reason so many gas stations require minimum purchase amounts.

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Japheaux
February 23, 2010 4:51 PM
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Dear Sarah:
Bringing up the shortcomings of a business in that way only fosters hostilities. You should tone it down and go easier in written communications. Yes, you were wronged, but Manager Schmoe won't correct any issue when you write letters like that.

In the mean time:
. Head west on I-694 W toward Exit 39
0.6 mi
2. Take exit 39 for Silver Lake Rd
0.2 mi
3. Turn left at Silver Lake Rd NW
456 ft
4. Turn left to merge onto I-694 E
9.0 mi
5. Take exit 48 for US-61 N
0.3 mi
6. Turn left at Maplewood Dr/US-61 N
Continue to follow US-61 N

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yevarechecha
February 23, 2010 4:52 PM
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The tone of her letter was snotty. That being said, if you are going to be a VP in a customer service-oriented business, you'd better be able to deal with snotty complaints a lot better than this. Her complaints did have merit, even if it was hard to find through all the snark and cattiness. There was absolutely no excuse for dropping the f-bomb, and he is a coward for hiding behind his e-mail to shoot off like this. I bet he'd have never had the nerve to do it face-to-face, because in situations like that someone (i.e. an angry husband) may beat your ass for talking like this.

Find a new job, Steve, you're clearly unsuited for this one.

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ElizabethD
February 23, 2010 4:56 PM
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Thank you. This is absolutely on the mark.

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soulbarn
February 23, 2010 4:52 PM
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Yeah, the VP is way out of line, and almost should be fired, except that he had the huevos to issue what seems like a real apology. That said, I kind of dig him - he told Sarah to fuck off, and let's face it, as others have said, she was far beyond obnoxious. She didn't want to solve a problem - she wanted to make herself seem smarter than the guy she was writing to.

She should graciously accept the apology, and offer one her self for getting a little hot.

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pecan 3.14159265
February 23, 2010 10:21 PM
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He had the eggs? Huevos is eggs. Unless Steve is actually a woman...then we could blame PMS.

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kalaratri
February 24, 2010 6:57 AM
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Except for the part where huevos is slang for balls in many spanish speaking countries.

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nkash001
February 23, 2010 4:53 PM
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Yikes! If this is true, Sarah has my sympathies. Also, I don't think she was out of line for being upset that the theater wouldn't take her card. If this was a small, independent theater, I understand that they probably have a limited budget and thus would be wary about transaction fees, but she made a good point about how much money the theater is losing by NOT taking debit and credit cards. For example, there's a really good hole-in-the-wall Chinese joint down the street from my office, and I used to go there for lunch at least once or twice a week. Once they stopped taking debit cards, though, I stopped because I rarely (if ever) have cash on me. Yes, they're saving a few dollars on credit card transactions, but they're losing even more money on me (and others, I'm sure) not buying lunch there at all simply because they don't have cash. Does that make any sense? The world we live in now is one that is largely run on plastic. Credit card spending has definitely gotten out of control in the last decade or so, but some of us are responsible and don't spend outside our means. A debit or credit card is simply more convenient than cash. Most people carry cards for that exact reason, so it baffles me when I go somewhere that doesn't accept cards.

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ElizabethD
February 23, 2010 4:55 PM
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Wow. Lots of victim-blamers here.

Sarah's letter was bitchy, yeah; but that does not justify the outrageous response from the VP. (From the **VP** -- really???) She did not use profanity, or rant (too much). She was an angry, inconvenienced customer.

THE CUSTOMER IS ALWAYS RIGHT. Well, not \"right,\" but you have to treat them that way or at least leave them feeling that you have registered their complaint and are giving it consideration.

This whole thread leaves me wondering how many of you actually deal with the public in your jobs. Maybe those who are saying \"WIN for the VP!\" etc. are NJ toll collectors in real life.

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diasdiem
February 23, 2010 5:33 PM
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Screw that. The customer is NOT always right. That's the anthem of snotty, over-entitled customers everywhere who think employees of the businesses they patronize are serfs there to carry the piss bucket for them. Her complaints were valid, but when she copped that bitchy attitude instead of presenting her complaints in a civil manner, she ceded the moral high ground. There is only so much shit anyone should have to take with a smile.

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pecan 3.14159265
February 23, 2010 10:17 PM
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You might not be right, but do you deserve a personal attack? Do you also deserve to be hit by a car or knifed because you were wrong? Where do you draw the line?

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DeVore
February 23, 2010 4:55 PM
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I applaud VP Payne for his first response. Why pander to the incessant whining of a classless moron like the original poster? The VP (originally, at least) simply and eloquently ended the patron/establishment relationship, and we were all entertained!

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ElizabethD
February 23, 2010 4:58 PM
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Good luck in your career with that attitude.

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AirIntake
February 23, 2010 4:55 PM
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Any place that does not take credit or debit and sells products worth more than snack food loses my business instantly. It's friggen 2010. If any theatre interrupted the movie I paid for to check for people who snuck in, I would leave and demand a refund immediately, not in a letter after the fact. I already hate what movie theatres have become, so I don't tolerate any shit at all when I do go there.

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Bohemian
February 23, 2010 4:56 PM
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Part of working with the public is that you have to be the adult in the situation many times. Steve the VP failed epically. Save the venting for happy hour or the water cooler. Her less than mature tone of the email aside. She was right. The theater sounds craptastic and $18.00 for a movie and it is out past the outer ring burbs of Minneapolis? Screw that. No wonder people have home theaters.

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NarcolepticGirl
February 23, 2010 4:56 PM
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You know,

I think if I wrote a nasty email to a business about something as small as this (in my opinion), and received that response, I would find it hilarious. I also would call/email the VP back and asked what happened and if he accidentally sent that to me.

But I know some people would probably find the response offensive and start a facebook group about it.

I'm sorry, but this is just hilarious.



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bite back
February 23, 2010 4:57 PM
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OK I will take Sarah's side. She's upset that the theater spoiled the movie and the evening out with others. I don't blame her for having to vent for a good time ruined.

Secondly, Mr. Payne wrote either the first or second email, but not both.

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majortom1981
February 23, 2010 4:57 PM
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There was no mention of how much the ticket costs.

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WagTheDog
February 23, 2010 6:08 PM
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\"We\" and \"$18\" were mentioned in her letter, so I am thinking $9. I was always good at math word problems!

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mannyvel
February 23, 2010 4:58 PM
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To be honest, it's refreshing to see an honest response.

Letter #1 is what management (and customer service reps) think when they read the letter as submitted. Letter #2 is what management (and customer service reps) write back.

Letter #1 is too honest for most people to deal with. America might be a better place, though, if customer service was more #1 than #2.

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jjcomet
March 2, 2010 2:56 PM
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One of the major problems with modern American business is that what passes for \"customer service\" is too often much more similar to response #1 than response #2. If the jackass is so thin-skinned he can't deal with a complaint letter - even a snarky one - he has no fucking business in management, much less customer relations. I can't believe the folks here defending him. Would you be as sanguine if a customer service rep told *you* to \"fuck off?\"

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Carmeysays...
February 25, 2010 11:54 AM
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No, it would be hell and how dare you suggest such a thing is not only appropriate but desirable. F you!

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sleze69
February 23, 2010 4:58 PM
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I guess I misread Sarah's email. Although she comes off a little snotty, I don't think she is being a bitch. She is obviously pissed about the interruption of the ticket checkers DURING THE SHOW.

\"VP Steve...epic win\"

Are you serious? In his first email, he equates using a credit card into not having a good job? I use my credit card for EVERYTHING I CAN because I get cash back on it and insurance and a buffer of protection in case I want to dispute a service's charge. As I have a good job AND never carry a balance on my card and it is very possible that Sarah does the same.

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RalphyNader
February 23, 2010 5:08 PM
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Who gives a shit. I definately wouldn't write a letter like she did. And she most likely did it because bitch is woven into her DNA. I think that the company that owns this theater should let VP Steve go, but still...fucking hillarious. E-P-I-C W-I-N.

I won't write a letter to owner of the chain of bodegas in my neighborhood because they charge a minimum credit card purchase fee of $.50. I just won't go there, I will take cash or I will deal with it.

Side note...sleze69 is not a name I would usually associate with a moralist. Just sayin'

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darklighter
February 23, 2010 5:20 PM
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And RalphyNader isn't a name I would associate with a trolling corporate apologist. Just sayin'.

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shanelee24
February 23, 2010 8:44 PM
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why must everyone who disagrees with the op on this site be a troll? grow the f up, and learn to accept that people have differing opinions. i agree with the op on this one, btw, but i wouldnt have sent a letter with that kind of language. she was overly bitchy, but it was understandable to a degree.

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RalphyNader
February 23, 2010 5:28 PM
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Sure bud. I think that a \"VP\" telling a bitchy lady to get fucked is funny. Very \"CorporateAppologilistic\".

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Carmeysays...
February 25, 2010 12:00 PM
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Yeah a \"bitchy\" lady who helps pay his mofo paycheck, and observes correctly when he isn't DOING HIS JOB.

I would kind of find it funnier if she had slapped his effing face off in front of hundreds of people in the theater lobby and then rammed him head first into the ATM screen. Very funny indeed.

Theater staff are not there to ridicule and tell off paying customers. They are paid for BY the customers.

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TardCore
February 23, 2010 7:24 PM
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Sure it may be funny, but these things going viral will fuck your business. Part of being in customer service is dealing oh I don't know THE CUSTOMERS! As amusing as that is I would shit can Steve today.

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quagmire0
February 23, 2010 4:59 PM
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1. Sarah could have crafted a better complaint email. It was a bit whiny.
2. Steven was way off base with his response. I'm almost thinking he drafted that email as a joke, then he accidentally sent it or one of his coworkers did.
3. Sarah does have some legit complaints though. Companies do need to get with the times - even if it means charging a little more per ticket or for concessions to pay for the credit card fees.

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Cant_stop_the_rock
February 23, 2010 5:01 PM
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Frankly, it might do her some good if someone tells her to pound sand rather than put up with her whining.

But really, how do you lose your cool and send an e-mail like that? Crazy.

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CounterfeitGod
February 23, 2010 5:01 PM
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I'm with the VP's OG letter. Go somewhere else and get cash, or just suck it up.

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sew12
February 23, 2010 5:01 PM
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While the response is unprofessional and rude quite frankly I think her initial complaint was almost as rude. She was condescending and bitchy, that is not the way to get companies to respond to you. I would never word a complaint letter like that, her choice to be an a** about the situation is what got her that response.

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meadandale
February 23, 2010 5:02 PM
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\"Should we charge you for time and gas?\"

After that rant, I'd tell her to go fuck herself too. It's the theatre's problem that she didn't bring enough cash? Seriously?

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Kiz
February 24, 2010 7:05 PM
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Yeah, I thought it was rather funny that she wasn't organised enough to have enough cash to get through her evening, then went and got upset that the same thing happened at the ATM. \"It ran out of cash!\", well, you did too, lady.

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stuporglue
February 23, 2010 5:03 PM
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That's a prime example of Minnesota nice!

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That Danielle
February 23, 2010 5:04 PM
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Sarah's complaints are all valid but her letter is a classic pointless complaint letter designed to elicit no response because she already tells them they've lost her business. The most efficient letter, as I'm sure that ALL Consumerist readers know, is to tell them how she is a regular customer, enjoys certain aspects of their business and service but has an issue with some things and would be more likely to return more often. But she essentially sent an FU letter so it's not surprising she got a nasty response back. But what's more surprising is that the VP even sent her response at all. Ignoring the letter wouldn't have hurt them - he didn't owe her a response if she is writing to tell her they can forget about her business - but an obscene and nasty response was completely uncalled for.

I disagree with those who feel she shouldn't complain about their not accepting credit cards because customers have a right to ask for services that will make their experience better but the way she did it was way too angry. With the exception of charging them for time and gas, her points were all good.

And I have no problem with her outrage at having her movie watching experience disrupted to check for tickets. That is completely unacceptable.

Speaking of unacceptable, that VP's first response... wow. Unless VP stands for \"very pugnacious\" I can't believe someone with that title would respond like that. Maybe he wrote it to vent but didn't plan on sending it? That's the best you can hope for, or perhaps that an employee with an axe to grind sent it to get him in trouble.

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EpicBeardMan
February 23, 2010 5:04 PM
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LOL...Is the company vice president bi-polar or maybe he suffers from
schizophrenia?
Either way, I found his initial response to be full of win. Sarah reminds me of my ex-wife. Constantly bitching and moaning because things are not always as she expects/wants. Move on with you're life Sarah, now you know that Evergreen Entertainment's movie theater does not accept cash cards or credit cards. You must be a very stuck up and arrogant person who walks around with a high sense of entitlement.

\"Should we charge you for time and gas?\"

Yeah Sarah, you may want to lawyer up on this one because the way the movie theater inconvenienced you is absolutely despicable.
You're email deserved the response you got.

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kaptainkk
February 23, 2010 5:05 PM
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Wait a minute; isn’t this supposed to be a pro-consumer website? So what if her letter was rude and obnoxious. That’s the part about being in management, that’s what you have to deal with, rude and obnoxious people. What ever happened to the customer is always right?! In my book it would be the customer is always right no matter the circumstance.

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pecan 3.14159265
February 23, 2010 8:29 PM
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The customer is not always right because sometimes the customer can be just as ridiculously immature and unreasonable as the company person we expect to be against. In this case, both parties failed epically - but he failed much, much more because he was a complete asshole to her. Part of being an adult is handling situations in a mature manner - part of being an adult in a managerial position in which you have to handle customers is being able to handle situations in a mature manner because you need to keep business going. Boo hoo, someone doesn't like your business practices. Suck up your hurt and angry feelings, rectify the situation. It's no wonder businesses are failing when managers act like 4 year olds.

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diasdiem
February 23, 2010 5:43 PM
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The customer is NOT always right. Employees and business owners are NOT peasants, and you are not royalty. We are all equal human beings, and if you can not treat them respectfully and courteously, you do not deserve to be treated respectfully and courteously.

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sheriadoc
February 23, 2010 5:06 PM
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I think Sarah brings up some valid points. If they're not going to accept credit cards, they should at least have a working ATM. And they didn't. Then a staff member comes in at the beginning of the movie to disturb everyone? I would have been deeply annoyed by that if I were her.

Her letter is a bit sarcastic, but it pales in comparison to the vulgar filth that the manager sent in response. Did she truly deserve such a response? And is it really asking too much to expect a reliable way to pay for the movie and to then enjoy the movie? Seems like pretty basic expectations to me.

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killer cacti
February 23, 2010 5:06 PM
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i wonder how many people would be calling the sarah a bitch if he was a man. just sayin'...

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meadandale
February 23, 2010 5:39 PM
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I'd be calling 'him' an asshole. Satisfied?

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diasdiem
February 23, 2010 5:44 PM
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Yeah, \"asshole\" is the male equivalent of bitch, as \"bitch\" has an entirely different meaning when applied to a man.

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c152driver
February 23, 2010 5:07 PM
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The OPs e-mail is a little snarky but I don't think it's terribly out of line. I think her complaints are valid and certainly don't warrant the response she received. In fact, I made a similar complaint to a different theater chain. I'd never been to their theater before, they didn't accept credit cards, and their ATM was out of service. It's very frustrating to arrive at a movie theater and find yourself needing to drive to an ATM so you can get into the theater. They sent me some coupons and shortly thereafter, they started accepting credit cards (I don't take the credit for that--I'm sure they received many complaints on the issue).

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evilpete
February 23, 2010 5:11 PM
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Sarah's note was is a clear example that one needs to calm down before firing off a letter, She has every right to be upset but need to place things into perspective first.

As for the VP's reply, it was unacceptable and if he was not the VP I am sure he would have been fired.

Sarah should send it to the competing theater to use in their advertisements.

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blinky
February 23, 2010 5:11 PM
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Seems to me the problem isn't the lack of atm or credit card support, it's management going through checking tickets during the movie.

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evilpete
February 23, 2010 5:20 PM
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agreed.

The ticket checking pushed the writer over the edge making everything that happened at the theater that night seem worse.

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Parsnip
February 23, 2010 5:19 PM
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Frankly, had I received the snotty email from Sarah, I would have replied in a similar fashion. Good customer service is important, but no one should be expected to respond to that ridiculousness with anything less than scorn and contempt.

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pinkbunnyslippers
February 23, 2010 5:19 PM
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While there's little to no excuse for the lack of professionalism Steve conveyed in his first response, here's a little tip for Sarah - you catch more flies with honey than with vinegar! If you'd \"rather drive to White Bear Lake where they obviously know how to run a movie theater\", don't be shocked when someone calls your bluff.

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thisistobehelpful
February 23, 2010 5:20 PM
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Wtf was he drunk? Also she was snotty. She also likes the word \"frankly\" far too much. Either way, I laughed, I cried, I commented. Stupid, STUPID response but she didn't exactly sound like she'd ever be coming back anyway.

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thisistobehelpful
February 23, 2010 5:20 PM
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Wtf was he drunk? Also she was snotty. She also likes the word \"frankly\" far too much. Either way, I laughed, I cried, I commented. Stupid, STUPID response but she didn't exactly sound like she'd ever be coming back anyway.

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pinkbunnyslippers
February 23, 2010 5:20 PM
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While there's little to no excuse for the lack of professionalism Steve conveyed in his first response, here's a little tip for Sarah - you catch more flies with honey than with vinegar! If you'd \"rather drive to White Bear Lake where they obviously know how to run a movie theater\", don't be shocked when someone calls your bluff.

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Bibliotecher
February 23, 2010 5:21 PM
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Stay classy Steve J. Payne.

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octopede
February 23, 2010 5:22 PM
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Let this be a cautionary fable: when blowing off steam into an email, leave the recipient field blank. Just in case. But anyway, Steve: nice one.

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thisistobehelpful
February 23, 2010 5:22 PM
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Wtf was he drunk? Also she was snotty. She likes the word \"frankly\" far too much. Either way, I laughed, I cried, I commented. Stupid, STUPID response but she didn't exactly sound like she'd ever be coming back anyway. The part about charging them for time and gas... are you kidding?? Have you never ever been to a cash only place before? Bar? Small non-chain food establishment? Small non-chain store? They're not the last people in the world to not take plastic.

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YouDidWhatNow?
February 23, 2010 5:23 PM
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...all I can think of to say is...you're an idiot.

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MatthewO
February 23, 2010 5:23 PM
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If it was just a complaint over them not taking credit cards, I'd... well, not condone the manager's response, but I'd be a lot less sympathetic to the customer. But checking tickets while the movie is playing? Not cool.

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LESSTHANKIND
February 23, 2010 5:25 PM
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I have a feeling what happened is that Steven went bragging to co-workers/friends about how he told off this customer, and forwarded it to them. A bunch of them said \"dude, you're totally gonna get fired for that... you'd better cover your a$$ and apologize!\"

PS: You should probably remove Sarah's last name from said a$$-covering apology.

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Rectilinear Propagation
February 23, 2010 11:05 PM
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I'm surprised people don't pre-redact that sort of thing before submitting it to Consumerist.

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regenerator
February 23, 2010 6:40 PM
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Nah, I enjoyed doing a Google search on her name. There's a decent amount of info out there, including her former employer in Chisago county.

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lotussix
February 23, 2010 5:27 PM
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if people threaten to go to a different establishment... let them go.

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HogwartsProfessor
February 23, 2010 5:27 PM
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Never mind her letter; she had a legitimate complaint about the movie being interrupted. The part about \"get with the times\" was just bitching and Steve should have ignored that. When people complain, they are angry and they sometimes add other things into their initial complaint that bothered them about the visit or service.

His response was completely unprofessional. If I did that at my job, I'd be fired immediately. It's possible he might have typed that in a pissy mood and then accidentally sent it. In customer service, you have to keep your cool when responding to complaints because more people will remember how you handled a problem than how you are when things are going well. And they talk, and tell everyone.

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minsky
February 23, 2010 5:28 PM
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One managemenet change that is needed...fire that asshole VP!


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SweetJustice
February 23, 2010 5:29 PM
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The VP's response was out of line, yes. But what did this woman expect with an email like that? It was not constructive, but it was snarky and combative.

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coreydean
February 23, 2010 5:29 PM
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I think she may have deserved his first response. She was rather condescending and rude and should not be surprised when she was treated in kind. I dislike theatres as half the customers seem to be eating nosily. Sound like a bunch of pigs at a trough. Between that and the talking, people texting on cell phones, kids. I prefer to rent at red box for a dollar and watch at home.

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HilaryBroadway
February 23, 2010 5:29 PM
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I agree. Inappropriate response by VP, but as anyone who has worked in customer service knows, THAT IS WHAT WE WANT TO SAY! I don't like to take anything but cash for jobs I do because when you get a charge back or a bounced check, you are screwed for the services rendered. It isn't all about the OP's wants and needs!

Pissed about the fact they are checking tickets during the movie, fine. Pissed about the fact they only take cash, get over yourself.

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Vivienne
February 24, 2010 1:29 AM
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\"I only accept cash\"

Do you have any idea how much business you are turning away?

Having the odd chargeback or bounced check or - get this - counterfeit cash is a cost of doing business that every competent business owner is aware of, and expects, and accounts for. It's not right, but it is how it is; if you are in business you will get cheated. The trick is to do enough business so that the fraud you do encounter is insignificant. One of the ways you do that is to not turn away business from people with reasonable expectations - like paying with a credit or bank card.

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MauriceCallidice
February 23, 2010 9:02 PM
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\"I don't like to take anything but cash for jobs I do because when you get a charge back ... you are screwed for the services rendered.\"

And I don't like being screwed when I pay for services to be rendered and I don't receive what I paid for. I've never initiated a chargeback, but it's nice to know it's an option if necessary.

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SirWill
February 23, 2010 6:20 PM
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Wow, you have got to be kidding me. I don't carry cash, it's a SAFETY issue. Someone sees you with a wad of cash and you become a target.

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kromelizard
February 23, 2010 8:56 PM
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If you feel too unsafe to carry a ten-spot then you need to stay home.

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zumdish
February 23, 2010 5:56 PM
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Sarah's complaints are valid, but her tone was (frankly) childish and bitchy. I'm almost certain the VP's first letter was the one you're supposed to write to exorcise your frustrations, then delete and send the response your customer deserves. This is why you do the first response in Notepad, so you don't accidentally send it!

Not trying to excuse a VP treating a customer that way, just a rational explanation. No business person in their right mind treats a customer that way.

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cardigan
February 23, 2010 6:30 PM
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Agreed. The VP was totally out of line with their first response, but when you provoke someone with a condescending and rude letter, you can't be totally surprised when they snap back at you. if there's one thing I've learned from Consumerist, it's that decency begets decency.

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katstermonster
February 23, 2010 6:14 PM
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The overuse of frankly was killing me...I'm glad I'm not the only one who noticed!!!

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ThinksInCode
February 23, 2010 5:56 PM
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Are you kidding me? You only like to take cash? Too bad, as the OP stated, this is 2010. Many people don't carry cash and put things on debit/credit cards because it's a lot more convenient. It's not just the OP's wants and needs, it's what any reasonable customer would expect.

If this is truly your attitude towards unhappy customers you should get the hell out of customer service.

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Griking
February 23, 2010 8:36 PM
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Don't want to pay with cash? The Vice President IS willing to provide directions to another theater if you don't like their policy.

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Azzizzi
February 23, 2010 5:32 PM
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I think she had a legitimate complaint about the person coming in and interrupting the movie, but she should have gotten to that point immediately and only pointed out the problem with the ATM as an after-thought. There's no need to go into how many friends are with you, how much cash you have on you, or that you had to borrow a check from someone. That's all irrelevant.

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sirwired
February 23, 2010 5:41 PM
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Gee, the OP is a poster child for how NOT to write a complaint letter. If I had received such a letter, it's going right in the circular file. It starts off with a gripe, as opposed to the place doing something wrong, then proceeds to phrase it in the most obnoxious and annoying manner possible.

The second part is a legit complaint, but if I'm a busy guy with a pile of e-mails on my desk, I'm not getting that far before chucking it in the trash. Such a rude customer isn't even worthy of a response other than the most generic form letter I can find.

Yeah, the snarky response probably isn't a good career move, but just about everyone that deals with customers has wanted to fire off one like that at one time or another.

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LoneHighlander
February 23, 2010 5:45 PM
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I don't necessarily think the VP was forced to write the second letter. I think he probably had either a crisis of conscience, or he figured he needed to CYA before the whatever hit the fan.

And \"snotty\" was definitely the word that popped into my mind when I read the OP's letter. It's a funny story on the whole, but I can't believe someone would send this in if they wrote the first letter. I'd be embarrassed.

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guroth
February 23, 2010 5:47 PM
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The VP was rude and wrong, but the OP was rude and wrong as well.

If you have a valid complaint but you phrase it \"you guys suck, I'd rather go elsewhere\" then don't be surprised when you get a response that says \"fine, go elsewhere then\"

bees, honey, etc.

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dcaslin
February 23, 2010 5:53 PM
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Could this be legendary hockey star Steven Payne of the Minnesota North Stars? Perhaps Sarah is just lucky he didn't start a brawl! http://en.wikipedia.org/wiki/Steve_Payne_(ice_hockey)

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twophrasebark
February 23, 2010 5:54 PM
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The OP's letter is obnoxious.

The VP's response should be grounds for suspension and mandatory retraining or termination.

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rm1x
February 23, 2010 6:03 PM
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I think Sarah needs to learn some manners.

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sopmodm14
February 23, 2010 6:03 PM
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kinda sux, but regardless of the complaintant's tone, its usually the responding party's responsibility to turn the cheek and reply professionally. both come off as jerks, but it'll hurt the business more. you can't please everyone, but the business person should've known an electronic transmission is pretty damning evidence. his second letter wouldve been enough of a response than the first. if the customer can not be satisfied, don't even offer a refund or any compensation, since they're gonna b!tch anyways. if something can be salvaged, its more incentive to offer something back. if she didn't like the movie, she could've just walked out at that moment, sought a refund or another ticket for another time.

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Frau Eva
February 23, 2010 6:04 PM
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I would rather drive to White Bear Lake, where they obviously know how to run a theater than have this experience again.

This is the single quickest thing without profanity you can say as a customer to make sure the representative won't listen to you. And it's usually coupled with demands that are outright insane, like having twenty-plus registers open every day so that no one waits in a line ever again.

We don't know how to run a business? Somehow we've made a profit for the last few decades, but next time we'll consult you! Wow, you've liked, raised a kid and stuff! That's TOTALLY the same thing! Now it's time to get in your SUV and go fix the rest of the world's problems after you've picked Madisyn up from soccer practice!

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crichton007
February 23, 2010 6:10 PM
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While the VP's response is not excusable her letter sounded confrontational as well. Had I received a letter like that I wouldn't have felt like being polite either (although I probably would have).

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xen
February 23, 2010 6:15 PM
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I think most people that has worked in customer service wished they had sent a similar letter like Steven's first letter, after receiving the nth letter from a customer who is unable to communicate his/her issue in a mature manner.
Same goes for customers on the phone.

I loved being the one responsible for reading these complaint letters as they are too funny. Poor grammar and spelling, and not to mention they are completely unable to communicate why day complain. Instead of maybe using maximum of 400 words, they try to write you an essay about their so called problem.

Most of the time, when customers get their complaint rejected, it is not because the company is an arsehole, but because the customer is unable to present their case properly. Instead of using facts, like receipts, repair documents, pictures and such, they rather use anecdotal evidence, stories from their childhood, rude language, threats and such.

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morganlh85
February 23, 2010 6:26 PM
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Sure, maybe the OP's letter was bitchy. So what? As a consumer, I don't owe it to any business person to be kind or polite. I have given them MY money. They owe it to ME to be kind and polite. I've written my share of complaint letters, mostly polite so I can get an actual response, but sometimes rude when I know I'll never hear from them anyways. That's probably what the OP was expecting.

But for the owner of a business to treat any customer that way is beyond ridiculous. As a person who works in retail I've run into more than my share of assholes but that doesn't mean I get to react in the same fashion. When you sign up to be in customer service, you sign up for
\"the customer is always right.\" Surely a business owner knows this above all. And to be the vice president and not to know that you shouldn't tell any customer to go eff themselves doesn't say much for their company. He could have said \"Gee ma'am, we're sorry, here's a coupon, we are considering accepting credit cards in the future\" and she probably would have come back and brought her friends!

I really want to know what assistant or whoever had to write that apology letter afterwards...lol

Clearly this guy doesn't care about the livelihood of his company, or he would know better than to a) swear at customers and b) not accept credit and debit cards.

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xen
February 23, 2010 7:48 PM
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They do not owe you anything, as you do not owe them your money. What you both owe each other is to treat each other with respect.

I have worked for companies that has eventually told customers to please take their business elsewhere. I have even had to do it myself. In the end, when a customer is just complaining and whinging it is better in the long run to tell them to find another company or service. The reason for that is simple. They never read the license agreement, they never bother checking the consumer laws in their country, they never save their receipt and they are completely incapable for wording their complaint in a mature manner. All they do is to assume that if they scream loud enough and keep on complaining, even if they are legally not entitled to anything, they can get what they demand.

One thing that customers sadly rarely do is to actually send positive feedback to companies. The times I have received positive feedback from customer regarding me or the company I am representing I had to read the letter twice to check if they were asking for something. Feedback like that really makes your day.
And even if the feedback is negative and not intended to you, but the company, it is hard not to take it personal.

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meadandale
February 23, 2010 7:41 PM
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\"As a consumer, I don't owe it to any business person to be kind or polite. I have given them MY money. They owe it to ME to be kind and polite\"

Let me know how that works out for you...being an asshole and thinking that someone should kiss your feet and bow to your holiness because you parted with a few dollars is the height of arrogance.

Just another example of the 'entitlement generation'. Whatever happened to being civil? Some of you people need to learn some manners.

The customer is NOT always right. As soon as someone gets as obnoxious, rude and condescending as Sarah, they've lost all customer 'cred'. People like this aren't worth the hassle. Definitely someone who'd be at the top of the \"fire your customers\" list.

@morganlh85 I have a feeling you'd be on that list as well.

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morganlh85
February 23, 2010 9:16 PM
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Now wait a minute. I never said I treat anyone rudely like the OP did. I'm just saying that as a person who works in customer service, I know what I'm signing up for. Rude people come with the territory, and if you're the type who wants to tell mean people to fuck off all the time, then it's not the business for you, plain and simple. Don't get into business if you can't deal with it professionally.

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diasdiem
February 23, 2010 6:48 PM
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You owe it to them as fellow human beings, you horrible, horrible person. I hope you unknowingly ingest many unpleasant things with your food when you eat out. And I'm sure you do, if that's your attitude towards working people.

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ginnel
February 23, 2010 6:29 PM
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I agree that the V.P.'s comments were totally inappropriate for a bussinessman. He was wrong. But why did she believe she was entitled to be so rude and bitchy in her letter? If you state your complaints calmly and politely you will always get a better response. You get what you give. Get over yourself.

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biggeek
February 23, 2010 6:33 PM
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Too bad for that wimpy second follow-up letter...We could have started an \"Epic Movie Theater Vice President\" meme.

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jefeloco
February 23, 2010 6:40 PM
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Yeah...

Sarah has some valid points and all about the SERVICE, but I don't take her stance on the cash thing. The best pizza in all of the land is from a shop that has hand drawn signs that read \"Cash Only!!\" and they can do that. Merchants do have the right to specify what forms of currency they will or will not accept.

Not to blame the OP but you can't really expect roses and heartfelt, tearful apologies when she not only slams the whole theater and adds comments like \"Should we charge you for time and gas?\" and \"Get the point yet?\". The theater VP should probably up his med dosage though, no one should ever get responses in that tone from some one in charge.

Sarah, let your cashless wallet speak for you.

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halo969
February 23, 2010 6:46 PM
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Sarah shouldn't bother to write a complaint letter ever again because she sucks at it. While I agree the VP was out of line, and that Sarah had a valid complaint (mostly in regards to the interruption of the movie), what was she trying to accomplish? I've gotten plenty of refunds and gift certificates from companies by being polite while stating the facts. And as someone else already commented, by leaving the company with the impression you would do further business with them if the outcome of your communication was satisfactory. There's no point to pissing and moaning and being sarcastic like Sarah was and then telling the company you're no longer doing business with them. Ok, thanks, don't let the doorknob hit you in the ass then.

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savdavid
February 23, 2010 6:52 PM
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Believe me, as one who has worked years for the film distribution end of movies, most of the executives who run theater chains have little class or real education. Most of them got there because 1 - they lucked into it when the courts ruled studios couldn't own theaters and were forced to quickly sell to any yahoo who could buy it and 2 - the ones in charge today inherited or knew one of the original buyers. Talent or education is not a consideration; playing ball with the good ole boys is. Regal Cinemas is the pits of the whole gaggle. My name is David Martin and I am not ashamed nor scared to tell you Mike Campbell, founder of Regal, has the ethics and class of a pimp.

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morganlh85
February 23, 2010 6:54 PM
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I think the thing about email is that because you aren't physically speaking to a PERSON, you get brave and say things you definitely wouldn't say to a person in real life. Especially since your emails to corporate places like this are generally read by customer service drones who couldn't care less whether you were mean or nice in an email, because they won't be taking it personally -- it's not their company.

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Aphex242
February 23, 2010 7:03 PM
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Yeah the original letter was pretty badly written. Repeatedly scolding a company for not doing business the way you want them to isn't necessarily productive and/or useful.

Explain your problem, and ask for a solution. Don't harp on and on about how they're \"not with the times\", etc.

Having said that, obviously that first response wasn't warranted. Hilarious, but unwarranted. lol

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enabler
February 23, 2010 7:08 PM
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I know the customer is not always right, but this VP's response was appalling. The second letter almost continues the insult: \"I should never have reacted that way, no matter how I felt about your email.\" Ooh, how sincere. It's not like he even had to face her in person, so why respond? It would have been better to simply not even reply and appear indifferent. Let the customer decide to go elsewhere on her own.

I'm going to agree that a cash-based first-run movie theatre in 2010 is lame. If they insist on running this way, the ATM should have been well stocked for a weekend. Disrupting the audience for that prolonged period of time is also ridiculous. At the very least, the OP couple should have asked for their money back immediately afterward, if they were not willing to walk out.

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Abradax
February 23, 2010 7:39 PM
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The only thing his second letter is missing is:

P.S. Make sure to bring enough cash.

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Crutnacker
February 23, 2010 8:07 PM
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I thought Sarah's tone sounded a bit too much until I saw the fact that the theater was checking tickets after the movie started. She should have led with that, because that IS completely inexcusable.

Frankly, I have to agree with her about the card issue as well. At $4 a bottle of water and $9 for a movie ticket, surely they can suck up the card fee, or at the very least charge a card processing fee for those who want to use them.

As for the response, epic fail.

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menty666
February 23, 2010 8:15 PM
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On one hand, not cool...not really the right way to keep a customer, particularly if it's a smaller chain/theater.

On the other hand, good for him for being honest for a change instead of this grab your ankles no matter what mentality companies are supposed to have.

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mamalicious
February 23, 2010 8:15 PM
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Sorry, don't have time to read all the responses, but....

I felt this was a poorly worded letter on the part of the OP. What exactly is a \"cash card?\" I've never heard of such a thing. Did she mean debit card? Secondly, the tone of voice was just a little irritating.

If you have a debit card (cash card?) you would not have to go to a bank to get cash - you'd just have to pop over to the nearest grocery store and purchase a pack of gum, then, withdraw $40 or so dollars to complete the transaction. That way you could also buy some tasty theater food to stow in your purse and avoid the bazillion dollar markup at the theater.

That said, the theater was completely and totally in the wrong, for 1) interrupting the show after it had started, and 2) not accepting credit cards. It's Minnesota, not Timbuktu, and 3) the manager's response was beyond rude.

Again, the theater was wrong, wrong wrong, but....didn't really like the complaint letter. It could have been better.

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FilthyHarry
February 23, 2010 8:20 PM
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Hypothetically speaking, if I ever torrented movies, I'd probably be thinking much the same thing to the combined movie and theater industries: go fuck yourself.

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Griking
February 23, 2010 8:33 PM
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The theater manager lost my respect when he wrote back and apologized. I'd personally rather a manager speak their mind and call me an asshole if I deserved it than give me a bullshit apology that he doesn't mean a word of.

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njack
February 23, 2010 8:37 PM
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Sarah needs a lesson in writing a complaint letter if she expects a different reply.

VP needs a lesson in customer service.

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AdvocatesDevil
February 24, 2010 7:40 PM
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Yep, pretty much. I hate when I see customers acting this way. There is a better way to get what you want.

Of course, her \"tone\" does not in ANY way make his response okay. He should know better, especially since he IS the contact for the website, meaning customers are writing him directly. This wasn't some interoffice memo that was accidentally sent out...

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AbinaMonart
February 23, 2010 9:08 PM
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Sarah is full of entitlement. The world should operate according to her way of thinking.

Not every place is 'up with the times'. I find that refreshing. Perhaps she needs to slow down.

Love the VP's email, wished often I could send such emails.

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AbinaMonart
February 23, 2010 9:08 PM
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Sarah is full of entitlement. The world should operate according to her way of thinking.

Not every place is 'up with the times'. I find that refreshing. Perhaps she needs to slow down.

Love the VP's email, wished often I could send such emails.

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morganlh85
February 23, 2010 9:19 PM
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Was her letter worded stupidly? Yes. Was the OP rude? Yes. Did the VP respond properly? Absolutely not. When you sign up for customer service you sign up for mean people, and you sign up for kissing those people's asses, regardless of how you really feel. Don't sign up for a customer service job if your first reaction to mean people is to tell them to fuck off.

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newfenoix
February 23, 2010 9:45 PM
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I have read and reread these letters several times and I have to say \"tit for tat.\" I have been in management several years and if I received an email like this I would have told the woman to go somewhere else. I believe in good customer service but no manager or employee gets paid to kiss someone's ass and that is what many people expect. I have no \"concrete\" data to back this up except personal experience but I can tell you that 75 to 90 percent of customer service problems are the fault of the customer.

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IfThenElvis
February 23, 2010 9:50 PM
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Website:
http://www.lakesandriverscinemas.com/default.aspx

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nodaybuttoday
February 23, 2010 10:02 PM
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Lots of establishments in Manhattan don't take credit cards, I learned that from working in SoHo for a few years. The ticket checking in the middle of a movie, however, is an act that should allow them a refund and if I was the OP, I would have considered making that the first and key point of my letter.

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XTC46
February 23, 2010 10:07 PM
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Id wager it was a \"joke\" response that he meant to send internally, and accidently replied to the OP instead. I get email's all the time with joke responses, we have an entire distribution list which has that as its sole purpose (and rules on our mail server that ensure nothing with that distro group, or that has evern been sent to that distro group, leaves our domain)

Getting complaints suck and the guy was blowing off steam, and hit reply by mistake.

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kyle4
February 23, 2010 10:46 PM
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How many people after reading Sarah's incredibly rude message wanted to do the same? This guy actually did what most people think about. There is a way to write letters to companies and she completely failed on all fronts. She was rude, condescending and patronizing. Especially with \"get with the times\" and \"charging you for gas...\". The first thing you're taught in writing a letter to a company is to be polite, that's what garners a good response. They both acted wrong, but judging from her letter she wasn't going back there anyway.

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bitsnbytes
February 23, 2010 10:47 PM
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\"Vice President of a rinky-dink theater company that doesn't take credit cards\" is not a very impressive title.

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KrispyKrink
February 23, 2010 10:59 PM
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1. \"Since most people expect to use their cash card\" Bullshit, use cash.

2. \"As vice president, I should never have reacted that way, no matter how I felt about your email.\" Bullshit, again. If he didn't mean it, he wouldn't have written it.

Inform as many locals as you can about this jackass and how he really feels about the people he takes money from, maybe local media. Put him out of business or fired.

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BarbiCat
February 23, 2010 11:26 PM
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What the hell is a 'check card' or a 'cash card'? I think this woman is making up terms...

So, they don't take credit or debit, only... paper cheques or cash? Sure, she can request they add those payment methods, and they can tell her it's not an option.

I love when customers assume that it's free for a business to take debit/credit cards. It sounds like this theatre really isn't large enough to justify the installation expense for such a tiny crowd. Whiny customer is whiny.

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dunaja
February 24, 2010 12:17 AM
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I take it from your spelling of \"paper cheques\" that you are not from the United States. In the USA, check cards (aka debit cards) automatically deduct from your checking account, instead of racking up a debt with a credit company.

Banks are more than happy to provide this service because it's like using checks (cheques) without a ledger -- it is very, VERY easy to overdraft, and the fees for that are very very steep.

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BarbiCat
February 24, 2010 2:49 PM
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Man, if you could find a store that would take cheques here...

I have one or two blank cheques for emergencies, and paying tradesmen.

Which makes me wonder, and no one seems to be able to explain this to me in any meaningful way... WHY is there a difference between a debit card and a 'check card' in the US? Here, a debit card works the same way your check card does, only you can't overdraft it because if you have no money, well... it's rejected for insufficient funds.

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dunaja
February 24, 2010 12:15 AM
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Just wanted to reiterate what has already been mentioned in these comments -- the movie theater has every right not to accept credit/debit cards. If you don't like a company's rules, don't patronize them.

So many people feel like businesses should be playing by their rules, and that just by walking through the doors, they are owed something by the business. Maybe this is the businesses fault for all the sales gimmicks they pull, but ultimately, the customer is in the wrong for maintaining that attitude. The business is there to do business. If you reject the business proposal, then quietly leave with your money/credit card.

That having been said, the theater was insane to interrupt paying customers from watching the movie, for any reason -- and loss prevention is a really lame reason at that.

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Rectilinear Propagation
February 24, 2010 12:31 AM
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Holy shit snacks!

OP's letter is a good example of how not to get helped by a company.

First letter from the company is a good example of why 1) you should never send e-mail while angry and 2) nothing you write that shouldn't be seen by certain people should be composed within your e-mail program.

Second letter from the company might have worked better had it been as plain spoken as the first (sans vulgar language) and directly addressed the legitimate complaint of interrupting the movie because no amount of corporate-speak was going to make up for the first e-mail.

Also, this:
If you dont have money for entertainment, get a better job, and don't pay for everything on your credit or check card.

Makes him sound like the trolls we get around here. Paying by credit doesn't imply that you don't have the money and paying by debit requires you to have the money (if you don't want to overdraft).

I suspect that if the VP (or intern or whomever) only sent the last three sentences of the first e-mail there would be more people on the VP's side.

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gqcarrick
February 24, 2010 12:45 AM
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I have to say, she deserved what she got. First of all, yea it sucks they didn't accept ATM cards and the ATM didn't have cash, but honestly this should not have been on consumerist. The VP was wrong for the letter he wrote, but Sarah was just as wrong for being as bitchy as she was in the letter she wrote. If she really wanted change she should have written the letter a little more professionally than that and without all the condesending comments.

There are plenty of movie theaters in the world, if you weren't happy that they didn't accept check cards you should have went elsewhere to begin with. Checking the tickets was wrong, I totally agree on that. Sarah should have been a lot more professional if she expected anything out of this, and if she was going to submit it to the Consumerist she should have thought long and hard if she thought everyone would be on her side about it. Other than the VP and the checking of the tickets the theater did what they did, and it wasn't that bad.

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nancypants
February 24, 2010 3:20 AM
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When I started reading the email I thought it was the rude one from the company but oh wait, that's from the customer.

After slogging through that sloppy piece of crap I kind of wanted to high five the guy for telling her to go fuck herself. I laughed out loud. My first thought was that this was his blow off steam email.

However, I did disagree with his note about paying for everything on check card. I mean, if I've got a debit card I have the damn money, it's just in an account instead of my pocket.

I would have asked for a refund after that ticket checking bullcrap. That customer was a massive B though so I dunno.

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shufflemoomin
February 24, 2010 3:52 AM
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Wow, that guy has some serious issues. On a side note, I'm stunned to learn it's common practice in the US to not be able to use debit or credit cards in establishments. I can't remember the last time I carried cash on me, but it's likely been years. Why is this such an issue over there?

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Rectilinear Propagation
February 24, 2010 9:59 AM
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Some businesses want to avoid all the associated fees. As for how common it is, I think it depends on where you live and how the businesses are doing.

There used to be several in the city I live in that didn't take cards. Now even the Dollar Store takes cards (it was a small store). There are a few places that give you static about it though.

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Rectilinear Propagation
February 24, 2010 9:58 AM
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Some businesses want to avoid all the associated fees. As for how common it is, I think it depends on where you live and how the businesses are doing.

There used to be several in the city I live in that didn't take cards. Now even the Dollar Store takes cards (it was a small store). There are a few places that give you static about it though.

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chocobo
February 24, 2010 5:36 AM
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\"You don't take credit cards\" is certainly a valid complaint. The vast majority of theaters accept them, and people have learned to expect to be able to use their credit card at a theater. When a business doesn't have the \"features\" you would expect them to have, they are going to be seen unfavorably compared to their competitors, and they will receive complaints.

And if your theater is in this situation, it's of vital importance to keep the ATM functional at all times, and they didn't do that either.

Suppose you enjoy popcorn with your movies, and went to a theater with no popcorn being sold. Suppose you went to a grocery store that refuses to accept coupons. Suppose you went to an electronics store that refuses to let you purchase an item without also purchasing their \"optimization\" package (cough, cough).

In general, businesses that do things in an inferior way than their competitors get complained about. That's just how it works.

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Sir Winston Thriller
February 24, 2010 6:56 AM
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I would have told her, \"FRANKLY my dear, I don't give a damn.\"

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Skeptic
February 24, 2010 7:06 AM
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Wow. St. Croix Falls MN is just up river from Marine-on-St.-Croix, where Garrison Keillor lives. He bases Lake Wobegon in the area. Sounds like Sarah needs a nice slice of Be-Bop-a-Re-Bop Rhubarb Pie to help her feel better, and Steven Payne needs to learn some Minnesota Nice manners!

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ZeshawnWhiles
February 24, 2010 7:50 AM
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His response was a bit over the top, but at least it was honest. I would love an honest answer instead of getting responses from CS reps that pretty much quote \"the book\" and don't even answer questions asked of them. Perhaps some sort of compromise can be reached between the profanity here and the crap that most CSRs spew.

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xspook
February 24, 2010 8:21 AM
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stevep@evergreen-entertainment.com

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COBBCITY
February 24, 2010 9:36 AM
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So many people here believe the OP's letter was terrible, I am hoping someone on the Consumerist staff does share that feedback with someone BEFORE posting to the site. Certainly, they knew this woman's letter was rude and poorly worded. I would prefer someone say \"Ok, we're going to post this because the VP's response is horrible, but your letter was poorly written and invited this train wreck.\"

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Winteridge2
February 24, 2010 11:05 AM
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It would seem this customer is blaming the theatre for her own scatter-brain in trying to go out to a movie without funds. What? On the other hand, the VP is definitely in the wrong business. He should maybe post his motto on the marquee for all customers to see: Go F**k Yourself!

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profmonster
February 24, 2010 11:21 AM
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Heh! There is a facebook group called \"BOYCOTT St. Croix Falls Cinema 8 (Evergreen Entertainment LLC)\", with 3027 members, and a lively discussion about Steven Payne. :)

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jeffile
February 24, 2010 11:23 AM
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Check your ATM receipt and you'll see you are charged a fee. The movie theater makes money every time you use their ATM. And as for that email you received, I would politely respond and inform the executive he might want to read the Letters To The Editor section of your local news paper in the very near future.

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pot_roast
February 24, 2010 12:25 PM
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\"Sarah\" needs to cut down her use of the word \"frankly\" before she fires off another email to a company. She came across as a whining git, and if I was the VP I'd probably have just deleted her email and never thought twice about it. Actually, I might have just sent her a very generic canned response, because that's really about all she deserves.

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BjornOlafson
February 24, 2010 1:30 PM
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I could speak frankly, I agree, to be frank.

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cete-of-badgers
February 24, 2010 12:27 PM
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Dang, what a horrible letter and response. If Sarah was a Consumerist reader, she would know how to address a complaint. I hate seeing that kind of sarcasm and patronizing tone.

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Xeos
February 24, 2010 12:46 PM
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I'm almost certain he was drunk after the first mail. Get the owners or president's email address and get this guy fired immediately.

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BjornOlafson
February 24, 2010 1:18 PM
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I would be pissed if I got this e-mail from the VP. However, I would never take the time to complain about something so trivial, and so I would never receive that e-mail. Having said that I do think that it is completely awesome this happened, and I wish that more businesses would deal with these sorts of problems (which are really just BS) in this manner. That theater must be badass!

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BjornOlafson
February 24, 2010 1:27 PM
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Oh and, I'm too lazy to check, did this thread Godwin yet?

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Coupon
February 24, 2010 2:48 PM
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Ugh, I really didn't want to like the VP's first response to Sarah's letter, but I did.

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carlogesualdo
February 24, 2010 4:25 PM
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She was rude in her initial letter to the theater, true, but after the VP's way-over-the-top response, I'd say the theater owes her some major freebies. Otherwise, they can go jump in that lake they seem to have such good directions to.

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jeremybwilson
February 24, 2010 5:45 PM
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Looks like Mr. Payne got his pee pee smacked. And hard...

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BluePlastic
February 24, 2010 7:58 PM
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Okay, if you say so, but I've really never seen a grumpy/snippy man referred to as a \"bitch.\" It's quite amazing to me how many posters have referred to the OP as a \"bitch.\" I've seen males referred to as \"asshole\" on Consumerist, and although that is a crass term it does not have quite the same connotation as calling a woman a \"bitch\" because she complained in a fashion that is perceived by some as being rude. \"Asshole\" is more like saying someone is a rude jerk regardless of gender, \"bitch\" is saying \"entitled fussy WOMAN.\" Especially since at most her complaint was sarcastic and not effective as a complaint letter - it was not anywhere near as rude as the VP's reply, and I haven't seen anyone call the VP a \"bitch\" or even \"asshole.\"

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pyehac
February 24, 2010 11:34 PM
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$18 for a movie? I hope it was for two people.

And this is why I don't email anything when I'm angry. Like other people mentioned, don't put an email address in the address box, and save it as a draft or save it in notepad and come back when you're cooled off.

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written_on_the_wind
February 24, 2010 11:41 PM
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It is impossible to pause a 35mm motion picture film print running through a projector. [Shutter Island would not be screening in a digital video format at a regular, non-credit card-taking theater.] If someone DID attempt to pause this particular film, the frame in front of the bulb would melt and burn, and an additional 20 damaged frames of the movie would have to be cut out, adding another 10 minutes to the time the OP would've had to wait.

Y'know, just sayin'...

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Meltingemail
February 25, 2010 12:22 AM
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Ok, ok, ok.

a) Both Sarah & the VP were in the wrong. Sarah failed to write a serious complaint letter, the VP failed to respond to a complaint in any way, shape, or form. The VP is more wronger, but Sarah still started on the wrong foot.

b) Why not complain while at the theater?

c) The reason the theater-going experience sucks, while simultaneously has gotten ridiculously expensive, is two-fold. Movie production houses demand a huge percentage of $ from ticket sales early on, and that percentage decreases over time. (I read somewhere that the producers get 90% of ticket sales opening weekend.) So when EVERYONE wants to go see the new movie is exactly when the movie theater is making the least. Add to that the new wrinkle of Twitter & the immediacy of the web. A friend - or anyone who's broadcasting publicly, for that matter - can tweet before the midnight, opening weekend showing of a movie even ENDS if it sucks or if it's awesome. If it sucks, no one will go see it after opening weekend. If it's awesome, everyone will go see it opening weekend. Then - okay, maybe the problem here is threefold - they have to pay Visa/MC/etcetc the merchant fees. So out of your $10 ticket on opening weekend? I'd be damn shocked if your movie theater made ANY money off of that sale. Or any other ticket sold that weekend.

Aaaaaaaaand that is why your Jujubees were made in 1981.

Aaaaaaaaaand also why you should wait till it's out on Netflix. Unless it's something crazy awesome on the big screen like Avatar. But what are you missing out if you get Valentine's Day or Shutter Island or The Blind Side on DVD instead of seeing it in the theater?

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blueduckpictures
February 25, 2010 9:59 AM
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$18 for two movie tickets? That's $9 a seat. I'd say they're passing the savings from not taking credit on to the customer. Bravo!

I pay $12.50 to see crappy movies. Paying $9 to see crappy movies would be HEAVEN.

OTOH, paying $9 to NOT see a crappy movie is a worse deal. I agree with earlier comment -- the VP wrote that, maybe thought he'd send it to his buddies, but accidentally hit send. Let this be a warning to us all....

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shinythings
February 25, 2010 10:27 AM
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I'm amazed at the people who are defending the VP's response. Yes, her letter was snotty. She also just paid $18 for essentially the chance to be annoyed when she thought she was going to be entertained. I think she ought to have phrased things better, but she DID have a valid complaint about the ticket-checking during the movie. And a half-valid complaint about the money situation.

For this guy to retaliate with the ridiculous profanity filled email he sent is disgusting, really. She gave him money, and was treated like crap. He should have been apologizing profusely- or just ignored it if he couldn't summon the will to care about his business.

I'm from the area where this happened and I've seen a lot of people suggest that if there is a boycott of this theater, it will only harm the local economy. Businesses don't get to treat their customers like this one, though, and stay in business. Better to support a theater somewhere else that actually cares. This is most definitely not the first time this theater has been noticed for it's unbelievably poor quality of picture, sound and treatment of it's patrons. This is just the final deathblow.

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QuinellaCaninus
February 25, 2010 11:02 AM
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My wife (an Asst. Manager for Marcus Theaters) has been known to go in and kick out people from an auditorium, but it's usually because they buy a ticket to Barney, the Unicorn Fairy Adventure 5 and then bolt for MurderDeathKill 3D at the Last House on the Left when they think she isn't loooking. It's usually during the opening advertisements and promos though-she doesn't operate scorched earth-some are going to get through no matter what you do.

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Carmeysays...
February 25, 2010 11:40 AM
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I am really really outraged at this jackhole, I can only imagine how the OP felt.

He's lucky the customer wasn't an unstable person who owned a gun, because I can see his first email resulting in people getting hurt in the theater, not that that would ever be acceptable but I can completely see that showing up on the news in the real world.

You know what, customers pay your god damm mofo paycheck. Yes hearing bitching is no fun, but this customer wrote a thoughtful letter, bringing valid issues up. Issues that Stephen the mofo jackhole can't be bothered to DO HIS JOB and fix. The customer gave free consulting to a business, like I frequently do, they should be PRAISED and WORSHIPPED and REINVITED, at least apologized to, NEVER treated like this!!!!

If this theater does not fire him and fight his unemployment claim, they don't deserve to be in business anymore. And the OP should receive lifetime free tickets. The second email jackhole sent is WAAAYYYY too little to late, and I would be suing him and the theater collectively for defamation and libel.

I really hope jackhole's next job is something where he absolutely gets the meanest nastiest attitude and treatment from convicts or meanies 24/7, so he learns how it feels in a permanent state.

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Urinal Gum
February 25, 2010 12:16 PM
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\"With that being said, if you would be willing to give our theatre another chance, I welcome you to contact me personally.\"

This is a classic management move. You pretend to be all nice. Get the person to contact you. Then, BAM! You tear them a whole new one! It's a very satisfying way of continually biatching someone out. If he's good, he'll eventually get her to come in for a meeting for some face-to-face vulgarity.

/people need to be told how it is sometimes: http://www.urinalgum.com/?p=201

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stlbud
February 25, 2010 5:26 PM
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The customer is always right. The customer is always right. The customer is always right. And anyone who uses the \"F-bomb\" when talking with a customer deserves to fail.

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stang99
February 25, 2010 5:58 PM
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This \"woman\" sounds like a complete biatch, while the managers response was over the top it doesnt change the fact she sounds like she has bigger issues.

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I-Disagree
February 26, 2010 3:11 AM
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While I think she had some legitimate complaints, the complaint sounded way too \"wronged\" for what actually happened. She acted as if they deliberately did this to ruin her day. Stuff happens. A simple email explaining what happened is sufficient without all the melodrama and probably would have been responded too more pleasantly.

I sense the \"customer is always right so I'm going to be unnecessary rude\" mentality when reading this email.

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shinythings
February 26, 2010 9:48 AM
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Why are so many people focused on the fact that she's a \"bitch\"? How is your brain glossing over the fact that she was sold something- a movie going experience- and they didn't provide it?

Of course, things happen, but when you have a business you HAVE to actually give people what you sell. If you have to interrupt a movie for 20 minutes (really?) at least stop it. If people complain after YOUR staff mess up the movie, give them a free pass for another movie, it's not a huge friggn' deal. They'll buy some popcorn & you'll be ahead anyway. Treating a customer like that after you didn't provide what they bought from you is insane.

And as a business owner, I know the customer is NOT always right, sometimes the customer is a nasty scamming horror. Yet, nothing gives someone the right to respond to a slightly self-righteous, slightly catty letter with the language that guy used. Even if she had full-on been as insane as him, he shouldn't have responded like that.

And those of you who think the ticket prices are low, well, you're probably going to a theater with surround sound & nice seats, in a city that has high rents they have to cover. This is a small town & a low rent (in lots of ways) theater.

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fxsoap
February 26, 2010 12:42 PM
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I applaud the VP. That woman was a rude, snotty self-entitled bitch.

People need to understand that there is something called courtesy, and obviously this manager didn't do anything to her yet she writes to him like he slapped her baby.

GET over it. Do all toll booths and parking ramps accept credit cards? No. Do you whine and complain, kick your feet and act like a child demanding they accept your card? No. You pay some otherway.

Jesus.

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trujunglist
February 26, 2010 3:59 PM
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Well, he is the VP, so that means that the president got wind of this somehow, probably after it was passed around, and was like WTF are you doing you jackass? That's my guess anyway.

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Hiker Guy
February 26, 2010 10:11 PM
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I find the VP's letter surprisingly refreshing. Most people in customer service are more passive aggressive and do underhanded things to get back at ridiculous customers. Imagine if we all could say what we're really thinking? Customers might only complain about legitimate problems--the ticket checking was a legitimate gripe, the rest was not. I don't think we should resort to swearing but a genuine conversation with customers is more valuable than just kowtowing to their demands.

As someone in the hospitality industry I know first hand there are some customers you don't ever want back. This woman is one of them.

Also, why didn't she or her husband have any cash? I don't know a single man who doesn't carry at least $20 at all times. It's just stupid not to.

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MKJ
March 1, 2010 1:23 AM
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Frankly, Steve the VP is my new hero...he just actually said what we all think of elitist whiney suburban soccer moms that are so wound up from their mundane existence, they take it out on a random guy that has nothing to do with what happened in her \"perceived\" negative experience...

Frankly--I'd call the B*TCH out too...

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jjcomet
March 2, 2010 3:22 PM
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It's pretty clear that none of the posters defending the VP are in jobs dealing with the public. The man is paid to deal with customer complaints - in other words he's supposed to be a professional. He's being paid to deal professionally and courteously with customers - even those who may be rude or intemperate. If he can't handle that part of the job, he has no business being in the position he occupies. It would certainly be a wonderful world if we all got to do just those parts of our jobs we enjoyed and not the ones that are distasteful; few of us have that luxury. That VP (and his defenders) need to keep in mind the old adage about the heat and the kitchen...

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chowder
March 3, 2010 3:59 PM
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Okay...first, you block out the 'F' word and then show it twice. Not that it's a big deal...not like I've never heard it and my head is going to explode, but interesting. Second, both here e-mails say they are from Steven J. Payne - Vice President....so which one is real??

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teke367
March 4, 2010 5:21 PM
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The ticket checking was wrong, but she was a little out of line regarding the check cards. It would be different if she started the letter regarding the ticket checking, then at the end mentioned that it would be nice if they started accepting cards.

And dropped the attitude. Not that that excuses the response, but, she was rude.

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econobiker
March 5, 2010 5:42 AM
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While very late to this party I wish to pose a question related to this issue:

Do people still go out to movies in theaters?

That is all.

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Arbie1
March 5, 2010 8:58 PM
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After reading most of these posts, it validates the reason why I mostly shop online, use self serve checkouts at the supermarket, use ATM machines, use red boxes, netflix and on demand instead of video stores...why? Because then I don't care to deal with whiny, rude, nasty, and apathetic excuses for customer clerks. Frankly I think a high percentage of those who are employed to deal with customers couldn't care less about our experiences in their
establishment and quite frankly, I'd rather spend my money dealing with a computer and
fabricated voices...they don't insult me or treat me bad and I finish my transaction without having any angry feelings. I worked in retail for many years while working my way through school and although there are always customers who like to complain, their dollars also helped to pay my tuition and I treated them with respect and courtesy.

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