“Drive to White Bear Lake and also go f*ck yourself”

“Drive to White Bear Lake and also go fuck yourself” those were the alleged words of Steven J. Payne – Vice President of Evergreen Entertainment when a customer wrote to complain about her movie experience.

Now there’s a Facebook group BOYCOTT St. Croix Falls Cinema 8 (Evergreen Entertainment LLC) with a couple thousand fans and growing and a bunch of pissed of people.

Name:BOYCOTT St. Croix Falls Cinema 8 (Evergreen Entertainment LLC)Category:Entertainment & Arts – MoviesDescription:Check out the response (under this group’s discussion tab) that a customer got from the V.P. of the entertainment business that operates St. Croix Falls Cinema 8. Mr. Payne makes it very clear that customers are no more than an inconvenience in his job. E-mail Mr. Payne to let him know that his customers are watching and aren’t patronizing his establishment anymore!!

Evergreen Entertainment LLC is the company that operates St. Croix Falls Cinema 8. Mr. Payne is the Vice President of Evergreen Entertainment, which operates all of the following movie theaters also.

Read the letter.

I still have not gotten a response to an email I sent to Mr.Payne asking if he’d like to comment, perhaps I live a little too close to White Bear Lake for his comfort.


13 Comments so far

  1. whybother (unregistered) on February 23rd, 2010 @ 4:56 pm

    Why do bother with stuff like this? I am proud of him for telling someone to fuck off. Everyday at work I want to tell people to fuck off and that I don’t want to deal with them for such an insignificant amount of money.

  2. zargon (unregistered) on February 23rd, 2010 @ 6:47 pm

    “Why do bother with stuff like this? I am proud of him for telling someone to fuck off. Everyday at work I want to tell people to fuck off and that I don’t want to deal with them for such an insignificant amount of money.”

    This is what distinguishes civilized folk from uncivilized folk. I am sure everyone has, at one point in time, wanted to tell some to fuck off at work, I know I have.

    Sure, maybe her business is an insignificant amount, but this news has been spreading like wild fire. His uncalled for out burst could now mean a lot more than just an insignificant amount with a boycott of the cinema. He doesn’t have to agree with her, but her email in no way warranted his vulgar and offensive response.

    With your attitude about this, I am going to assume that you don’t own your business and probably work a remedial job that you despise.

  3. James (unregistered) on February 23rd, 2010 @ 7:45 pm

    This is sort of funny really. The customer was being a snob about the cash and ATM. She should have been better prepared. The theater is free to accept whatever payment types it chooses. The interruption is another story and just sounds like ineffective operations. His mail response provided great entertainment. He’ll be fired over it and the only people who’ll care are the residents of this small town.

  4. John (unregistered) on February 23rd, 2010 @ 10:30 pm

    The customer did write snobby letter – but she did have a bad experience, especially with the ticket checking part, she’s got a point: a movie experience should never be interrupted, especially by a theater that’s counting the beans that closely. I don’t think theaters should treat customers like criminals, just to catch a few that may have snuck in. She should have taken her complaints to management of the building and escalated them to corporate. As for corporate – hey aren’t they in the customer service business? If anything, Steve, don’t reply at first, cool off for an hour and offer up a free pass, tell her you’ll look into adding credit card services in the future, and thank her for bringing issues to your attention.

    I did see images of the theater in question: it does look like an otherwise modern multiplex cinema. If there is a customer demand for credit card payments then they should at least explore what that demand might be, or even feed a bs line like “we don’t offer it so we can pass on the savings to you, our customer”. I should have this guy’s job.

  5. whybother (unregistered) on February 23rd, 2010 @ 11:31 pm

    Steve actually won’t be fired. I guarantee it. And I have a job that I love and I understand the value of making customers happy. But why should he be nice to a woman that sent him an email saying she was taking her business elsewhere, all the while insulting the business that he helped create with his father?

  6. whybother (unregistered) on February 23rd, 2010 @ 11:36 pm

    He is actually a really good guy that made a mistake just like everyone else. He apologized for it and that woman should just accept it and move on, instead of blowing things way out of proportion. All she wants is attention.

  7. ashley on February 24th, 2010 @ 12:03 am

    I respectfully disagree ‘whybother’. This should never have happened and Steve escalated it by his first response. You can’t always act how you feel. Especially someone of his rank and position of dealing directly with customers.

    And the thing about blogs/twitter/facebook, is that he’s not just dealing with one disgruntled customer now, but thousands who were appalled by his actions and are asking the company to make it right.

  8. David (unregistered) on February 24th, 2010 @ 2:11 am

    Steven J. Payne once kicked my dog and told me to f* off!

  9. David (jacc) on February 24th, 2010 @ 8:57 am

    Here’s my two cents. Sure people make mistakes, but If a V.P. at the company I work for were to write an email like this there is a strong chance they’d get fired, especially if it made the news. Either way they would have to go see a psychologist and have an evaluation.

    @David – Please refrain from anony-attacks that can’t be verified. If in fact it is true I hope your dog was ok and that the Fbomb didn’t scar you too much.

  10. do_bother (unregistered) on February 24th, 2010 @ 12:38 pm

    ‘whybother’ is right on one count – he likely won’t be fired. Like many children of wealthy people, they are given jobs by family or cronies for which they are not qualified. But as a parent of kids who have gone to that theater for years, it is very sub-par based on competence/training of employees and use of equipment. (It seems like it could easily be so much better) Most business people know that when someone takes the time to write complaining about specific problems that affected them, there are many more that felt the same way but ‘didn’t bother’. These letters are opportunities for improvement. But Steven effectively told all of us who gave that theater our business and money, and later regretted it, to go f*&k ourselves, and that is why he has to go.

  11. Rob (unregistered) on March 1st, 2010 @ 4:43 pm

    “But why should he be nice to a woman that sent him an email saying she was taking her business elsewhere, all the while insulting the business that he helped create with his father?” – whybother

    I think he’s finding out exactly why right now.

  12. leo (unregistered) on March 2nd, 2010 @ 9:32 am

    You need to read the original emails posted on the Pioneer Press website, they have the timestamps, the f*** off response was written Sunday at 1am and the apology was written Sunday at 8pm… I personally think Steven might have been a little bit tipsy when he wrote that email while partying at 1am Sunday night… :-)

  13. Theatre fan (unregistered) on March 3rd, 2010 @ 1:23 pm

    This theatre has had ongoing customer issues long before this incident. I have made complaints also after several frustrating times at the theatre. Many others have made complaints, (and I’m sure not all were polite) which have never been answered. Then this person makes her complaint and the VP responds at 1am. Five hours after the Facebook page was up, he then makes an apology. Then five days after the page is up with other customer incidents posted, the Corporation makes an apology on its website. In all of the apologies, none of the complaints issues are addressed other than to blame the manager at the theatre. Call it “passing the buck” by the company! Would not hurt this company to post the letter at the all their theatres. Also, to publicly acknowledge the cutomer complaints and issues and write some statement as to investigating and resolving these issues. Seems like all this effort could have been saved if the Corporation and P/VP cared what went on.

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