Shaw Theatres NEX — Attraction in Singapore

This incident happened at Nex Shaw Cinema at around 3pm when my Dad, mom and me book 2 senior citizen cinema tickets and exchange a movie coupon for a 4pm movie.

My dad give $50 for the two ($4 x 2) $8 senior ticket and a coupon voucher but the Cso cashier return only $22. My dad ask why only $22 should be $42 and the cso cashier gone without a word of informing what happen.

My mom asked us why so long and asked a chinese cso to call her out. The male floor manager came out instead with a condescending tone and say after the Cso shift and closed counter they find the $20, then they’ll return us. We find it bewilding as the change was wrong immediately on the spot and we have to wait till close counter and if they find spare $20 then she'll return us.

Both neither apologise for the inconvenience they caused us and letting my senior citizen parents stand there and wait for so long. The floor manager even have a very bad attitude that say nobody is at fault when on the spot the cashier should return the correct change nor she inform us why she went away for that huge amount of time. When my mom try to reason with him that this causes us a lot of inconvenience and you as manager handle things with a bad attitude he smirk try to taunt my mom when my mom say she want to call the police for their unreasonable behaviour.

I asked them since the cashier and you go away for so long why cannot check the cctv have $50. The floor manager say cannot see clearly. We all find it totally unreasonable so now he say can't capture the angles but what if anyone pockets it so we have to accept our loss of $20 if the total amount tally too? The police came and the floor manager attitude totally change, he shake hands with the police unlike when explaining to us he neither shake hand with us nor apologise for the inconvenience when we waited.

We explain what happened and the floor manager still tell my dad in a stuck up way if you listen to me earlier you can have your $20 back and say can’t talk to my mom can only talk to him after he provoke my mom cutting her sentence here and there with insincere words and indifference attitude that the Cso is not at fault while his not at the counter but straight away went to defend his own staff and causes us so much inconvenience.

The police went inside the staff room beside the counter and I don’t know what happen, should be they counted $20 more or saw something in the cctv and came out quite fast with the $20. The floor manager after found the extra $20 he didn’t straight up apologise to either of us and told my dad that if he counted earlier he can pay back earlier, what kind of bad attitude is that after causing my parents and me so much distress and inconvenience he can still say behave so unprofessionally. It's his job as floor manager to count whether we decide to call the cops and not purposely delay till the police came.

They say they "miscalculated", it's totally ridiculous, as a young lady with good memory she can calculate the change from $42 to $22 and when we ask her immediately why short of $20 can let us wait there like we're invisible without a word, they say it's their SOP. As ridiculous as they claim, like that every customer can take extra things more than they pay for and say they "miscalculated" the things they took extra and aren’t dishonest nor have no intention to steal, after they check their bag found the item then return? What kind of gibberish is that? Is not like after a few hours she forget and have to check and recount, on the spot cso change wrongly and we tell her but she vanish without a word. Even when one accidentally took it, a basic civilised person is to apologise what's more they are in the "service" line. They must be so proud to bully senior citizen.

My dad also told him that but you as manager don’t handle things well, basic courtesy is to at least sincerely apologise for the time you waste.

Breach of customer's trust and no integrity. Condescending, unprofessional, unfriendly and incompetent.

They're reap what they sow, heaven...

Actually been going to Golden Village theatres for awhile and wanted to try a new place. I decide to try Shaw at Nex since my daughter who recently had knee surgery had to be on crutches to move around. I was presently surprised that Shaw has the facilities to ease her movements and the theatre was very clean. I had a good time overall but the experience was somewhat lessen however when my elder daughter accidentally drop her chicken bites on the carpet while she was trying to exit out of the seats. I was getting ready to clean it when I heard a rather sarcastic "thank you very much" from the theatre's assistants. I immediately said "so sorry, I will clean it up" that should be the end of the exchange however the lady again utter another "thank you very much huh" to 2x more "so sorry" of mine. It was only when she saw my younger daughter get out of the aisle with crutches that she said "It's ok" WhiIe I understand that it was careless of my elder girl to drop her food, I was going to clean it up and not our intention to dirty the place - I felt the uncalled for "thank you" was unnecessary in the first place. I hope I had mistaken her earlier tone but it has darken my overall feelings of my 1st experience watching a movie with my...

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