a Moscow moment 40 minutes long (2013)

2013
Moscow has changed dramatically since 2003, since 1993, since 1983...in many ways...

New Arbat's Dom Knigi, the well-known House of Books. (the main book store of Moscow and Russia)
a modest three part purchase.
discover later that the two self selected parts were correct; that part by the bookstore staff member -- who genuinely seemed to want to help -- not.

two days later... ok, return for refund or exchange for the 270 ruble (~$10) purchase.

2013. improved, refurbished, upgraded, modernized...Moscow... Dom Knigi...
a pleasant (!), warm, middle-aged "information desk" woman kindly starts the process helpfully filling in the required 2-page form herself...
"passport information, please"     ?      ("oh no")! (nascent regrets)
"address in Moscow"
then all 'purchase receipt' details filled in by hand...

first form with slight mistake... she rewrites completely.
5 minutes.
second form, slight mistake. rewrites. 10 minutes...

"wait here please"...then disappears towards the original purchase point cashier's desk. 15...20 minutes...

slight error. rewrite third time. still smiling. (meaning, the staff member)

observing the process...now counting...the time...the year...the cost of 270 rubles...
Moscow's main bookstore!!!, 2013!!!... (sms a friend to express astonishment)

finally, all correct. 30 minutes.  ~ : )

papers sent to back room.  : ( !
...35, 36, 37 minutes....

"please, how much more time?"...adding (finally with open frustration) "it has been 35 minutes... Moscow 2013... simple return... two minutes in the US"...
immediate face/attitude change. "you must not expect here what you have in America; if you are going to visit here you must adjust to life here."
"but its Moscow in 2013, not 2003!...been here '15 years'!"

a stray pen mark noticed in accounting -- "a mistake" -- requires an additional document initialed to certify that the first was not invalidated.

her friendliness gone. closed. (~arrogant American?)

now 40 minutes...escorted to money desk..."please give Mr. USA 270 rubles". huffy, curt, hurt. gone.

thenafter (to repair inter-national/-personal/-cultural relations) return to her: "didn't want to offend you, but expected more in Moscow in 2013 in Dom Knigi. hasn't it changed?"
"nyet, it will never change".
"but the store has improved so much in recent years... 2013, not 2003"

animosity gone..."you know, in fact I agree with you" said with an open smile.

Russian openness...friendliness...
and inefficiency, in the center of Moscow. 2013.