The Customer Is Always, Um…

CNET shared a tale of customer service at its worst that ended up spawning two Facebook groups.

Sarah Kohl-Leaf of Taylors Falls, Minn., wrote a letter to Evergreen Entertainment, which operates a chain of movie theaters, complaining about her bad experience at the St. Croix Falls Cinema 8 in St. Croix Falls, Wis., CNET reported. Kohl-Leaf’s issues included the cash-only purchase of movie tickets, the lobby ATM being out of cash, and having her ticket stub checked during the film. She also said in her letter, “I would rather drive to White Bear Lake, where they obviously know how to run a theater, than have this experience again.”

The response from Evergreen vice president Steven Payne, as reported by CNET:

Drive to White Bear Lake and also go fuck yourself. If you dont have money for entertainment, get a better job, and don’t pay for everything on your credit or check card. You can also shove your time and gas up your fucking ass. Also, find better things to do with your time. This email is an absolute joke. We don’t care to have you as a customer. Let me know if you need directions to white bear lake.

Likely after coming to his senses, Payne sent the following apology email, according to CNET:

Mrs. Kohl-Leaf, I tried to contact you via a phone call to issue this apology personally and was unable to reach you. I sincerely apologize for my inappropriate response to your email yesterday. As vice president, I should never have reacted that way, no matter how I felt about your email. At Evergreen Entertainment, customer service is an important part of our business, and that clearly was not reflected by my use of profane language.

Kohl-Leaf created a Facebook group, BOYCOTT St. Croix Falls Cinema 8 (Evergreen Entertainment LLC), which had more than 4,400 members at the time of this posting.

Of course, every story has two sides, hence the creation of rival Facebook group We Support Steven Payne — VP of St. Croix Falls Cinema 8, but the latter group is losing the popular vote, having rounded up just 86 fans at the time of this posting.

Recommended articles