New Year With A Perfect Movie Ending

| Devon, England, UK | Awesome Customers, Holidays

(It is New Year’s Eve, and I am working on the close. I usually do work New Year’s, though before we used to finish by about 10 pm. We have later shows on so are set to leave at about 12:15.)

Customer: *approaching me as the last film finishes and everyone is leaving* “We’ve tried to keep it as clean as possible for you, so we didn’t leave a big mess for you. Thank you so much for being here tonight. We really appreciate it. Happy New Year!”

(I didn’t mind being at work that night, but it was very touching to hear that someone appreciates us working on holidays and special occasions.)

Won’t Even Try To Un-butter You Up

| Santa Monica, CA, USA | At The Checkout, Bad Behavior, Holidays, Movies & TV

(I’m working concessions on Christmas Day and due to the release of about four new movies, we have four registers open with long lines on all of them. A woman and her daughter come up to my register.)

Me: “Hi. What can I get for you?”

Guest #1: *not looking at me and rambling rudely* “[Candy] and two water bottles.”

Me: *handing her what she ordered* “Here you go. Anything else?”

Guest #1: “No!”

Me: “Okay. So, [Candy] and two water bottles… Your total will be $12.27.”

Guest #1: *throws credit card on counter* “Here!”

Me: “Okay. Here’s your receipt. Enjoy your movie!”

(Guest #1 moves over to the side without taking her receipt and I start processing Guest #2’s order.)

Guest #2: “Hi! I’ll have a small popcorn and a sm–”

Guest #1: “Unbuttered popcorn!”

Guest #2: “–small diet [Soda].”

Me: *thinking the two guests are together and handing Guest #2 his order* “Okay. Your total is $11.23*

(I notice Guest #1 didn’t leave with the other guest and put it all together.)

Me: “Hi. Did you want a small popcorn?”

Guest #1: “ARE YOU SERIOUS?! I’VE BEEN WAITING FOR IT THIS WHOLE TIME!”

Me: “Well, I didn’t charge you for a popcorn. I can show you the receipt right here. If you want one I’m going to have to charge you for it.”

Guest #1: “THIS IS BULL-S***! I SHOULD BE GETTING THIS FOR FREE BECAUSE THIS IS YOUR FAULT! IF YOU DIDN’T HAVE SUCH A LONG LINE, I WOULD BE COMPLAINING TO YOUR MANAGER SO I GET A FREE POPCORN! THIS IS HORRIBLE CUSTOMER SERVICE! HERE!” *throwing her card at me*

Me: *bringing popcorn and swiping card dramatically* “That’ll be $6.09. Enjoy!”

Coworker: “D***… What a b****.”

What We’re Going To Do Is Not What You Were Expecting

| NY, USA | Holidays, Liars & Scammers

(We’ve been having issues with a customer who has been bringing in gift-cards for small amounts of money — usually $5-$10 — and claiming that they were supposed to have higher amounts. We let it slide the first time since sometimes mistakes do happen. But it’s become a trend with him and we’re starting to suspect he’s been scamming us. Today is the day after Christmas and it’s the third time he’s coming in claiming that his gift-cards are missing money. He’s just ordered popcorn and drinks for himself and his young daughter.)

Me: “All right, your total is $20.”

(He hands me a gift-card. I scan it and it takes $5 off his orders.)

Me: “So, after that you’ll owe $15.”

Customer: “Then we’re going to have a problem…”

Me: “I’m sorry, why?”

Customer: “That’s a $25 gift-card. See?”

(He presents me what appears to be a printed-out piece of paper with our theater’s name and “$25 Gift Card” printed on it. The sort that come with online-ordered gift-cards.)

Me: “Hmm, let me try it again.”

(I try it twice more. Same result.)

Me: “I’m sorry, sir. The computer says there’s exactly $5 on this card.”

Customer: “Come on! You’re supposed to make the customer happy, right? Make me a happy customer! It’s only $15! And this was a Christmas gift for $25! Just give me my order for free and we’ll call it square… sound good? $15 isn’t a huge loss with the crowds you’re bringing in.”

Me: “Unfortunately sir, I cannot just give you free items. $15 may not be much, but I cannot just give out free items without authorization and have my register short by $15. Do you have any way of verifying how much was on the card? Like a receipt?”

Customer: “Nope. This is a problem, then. And how are we going to resolve it?”

(I flag down a manager who checks the card on another register. Sure enough, EXACTLY $5.)

Manager: *blunt* “There’s $5 on this card. That’s all we can give you towards your order unless you can give us some way to verify that there was supposed to be more on it.”

Customer: “My uncle gave me this gift-card for Christmas. He didn’t give me the receipt. Come on! We don’t hang onto receipts.”

Manager: “Then there’s nothing else we can do. If you can bring in proof to verify your claims, we can give you a refund in the future.”

Customer: “But there’s supposed to be $25 on it! I have a print-out!”

(I’m now 100% sure he’s trying to scam us. I’ve just noticed it was an in-store purchased gift-card. Those don’t come with print-outs like the one he’s presenting, meaning that either he or his “uncle” printed it out themselves.)

Manager: *stern* “There’s nothing more we can do. We can honor the $5 on the card at this time, but that’s it.”

Customer: *very smarmy* “You’re supposed to make the customer happy! Make me a happy customer! What can we do?”

Manager: *VERY stern* “I. Just. Told. You. What. We. Can. Do.”

Customer: “But it’s only $5 off! You don’t even offer gift cards for $5! Who buys a $5 gift-card! So you KNOW that I’m telling the truth.”

Manager: “We do indeed offer $5 gift-cards. So that tells me nothing.”

Customer: “So you’re not going to give me my $25 that I got as a Christmas present?”

Manager: “No!”

(The customer SLAMS his wallet onto the counter and thus thrusts his fist forward about six inches from my manager’s face, flipping him off. I cringe, trying to contain myself from both laughing and from telling him off.)

Manager: *shocked, but still very stern* “Sir, do NOT do that. There are FAMILIES here.”

(The customer mutters a weak apology, pays, and doesn’t say one word. In a last ditch attempt to calm him down, I humor him.)

Me: *handing him his now-empty gift-card* “If you can find a receipt, bring it in.”

Customer: *snatching it from my hand; to his daughter:* “And that’s what you call a lesson in highway-robbery! Let’s get out of here.”

(He wanders away whining and complaining.)

Me: *to a coworker who witnessed the whole thing* “Yeah, says the guy who just tried to scam me and get away with $15 in free merchandise…”

Can’t Be Saved From Daylight Saving

| USA | Time

(It is the day after Daylight Saving. I am sweeping the lobby when an older gentleman, probably in his fifties, walks up to me looking irritated.)

Me: “Can I help you, sir?”

Customer: “Yes! There is something wrong with theater nine!”

Me: “What seems to be the problem?”

Customer: “The wrong movie is playing! Some d*** animated movie is playing!”

Me: *confused as the movie in question IS supposed to be playing in that theater* “Yes, [Kids’ Movie] is scheduled to play in there right now.”

Customer: “But I wanted to see [Movie]! Not [Kids’ Movie]! The stupid girl at the counter told me the wrong theater!”

Me: “Well, sir, she is new, so that may have happened. I’m not sure which movies are playing where but if you’d like to follow me, I can point you to the correct theater.”

Customer: *mumbles about incompetent employees but follows me back to the ticket counter*

Me: “Oh, all right! It looks like that was the correct theater. [Movie] just does not play in there until 4:25.”

Customer: “Are you f****** stupid? My movie should have ALREADY started!”

Me: “Uh… It is only 3:30.” *I point to the clock on the wall, beneath the movie times* “There is still another hour before your movie starts.”

Customer: “IT IS 4:30 RIGHT NOW!”

(He rolls up his sleeve and shoves his watch in my face. It does say 4:30, but it is starting to dawn on me what happened here.)

Me: “Did you happen to change your watch back an hour for Daylight Saving Time last night, sir?”

Customer: “What?”

Me: “At midnight the clocks went back an hour. It’s 3:30 right now.”

Customer: *his face flushes red* “B… but… well, no one told me I had to do that!”

Me: “I’m very sorry, sir. You may sit in our lobby until your movie starts, or I can refund your ticket if you’d like.”

Customer: “I, uh… I will take a refund.”

Me: *I process the transaction and go to hand his money back to him* “Enjoy the rest of your—”

Customer: “Aren’t you going to give a free pass or a coupon, too?”

Me: “I don’t believe so. We typically only give out free passes if a movie breaks down.”

Customer: “But I drove all the way down here and I don’t even get to see my movie!”

Me: “So, you’d like a free pass because you drove down here too early due to you forgetting to change your clocks, even though I fully refunded the ticket?”

Customer: “That is right.”

Me: “I’m sorry, sir. I can not do that. Have a nice afternoon!”

Customer: *glares at me and takes his money, walking away and still grumbling about horrible service*

A Little Less Conversation, A Little More Action, Please

| NM, USA | Movies & TV

(It’s a somewhat busy night at the theater, and we’re doing a pretty good job at keeping a good pace for low customer wait times. We get some sticklers who ask us what’s showing and slow the entire process down.)

Customer: “What’s on around this time?”

Me: “Hmm, well we have a lot of films right now. Is there anything you want in particular? Comedy, action, romance?”

Customer: “Uh, what’s on right now?”

Me: “Ma’am, I’d be happy to help. Is there anything specific you’re in the mood for?”

Customer: “How about you tell me what’s playing now.”

(I continue to tell her every show we have playing, which at the time is roughly 14.)

Customer: “Why’d you have to waste our time? We only wanted to see an action movie.”

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