I had a bad experience at this store today, and when I called to politely complain to the manager (Jen) she acted like she couldn't wait to get off the phone. So because of that, I thought I better take it a step further.
There were 9 people in line and 2 cashiers, with one cashier being a brand-new employee, just started today. The lead cashier leaves the desk, and doesn't call for anyone to help this new cashier. The new cashier was so sweet, and she tried calling for help but no one came up, including the first cashier who I saw talking with an author signing books (in other words, priority should be paying customers, not schmoozing with authors). When I left the store, there were about 15-16 people in line with no help coming...I want to make sure that management knows it was not the fault of the new cashier, but the other one who left her helpless at the front desk with no back-up. It's not Christmas, and it shouldn't take 15-20 minutes in line for the privilege of buying your merchandise. I'm going back to Amazon...

TERRIBLE SERVICE AND HORRIBLE RETURNS.

DEHYDRATED SPINES ON THEIR BOOKS, CAUSING THEM TO BREAK.

(they must store their books improperly)



After getting half way through a book, it broke. All at once. So I took it in for a return.... the pages are in good condition, I did not take it in the water, or have it under any duress. This paperback book is completely falling apart. The cover is completely off the book, and the book itself split in 3 pieces.

The spine is clearly dehydrated.

The day this book broke, I took it in to just get a replacement, not a refund, just replaced, so I could continue to read it.

I was told I was 4 DAYS outside of my return policy, The checker said it shouldn't be a problem but she needed to check.



The manager said she could not take it. This Manager has worked for the company for 18 years, as she expressively told me. Her name is Kathleen.

I was stunned by the abrupt manner in which she dealt with me. The manager was rude, short and clipped with me. She was almost looking for a fight, which stunned me. She was unhelpful, and was telling me it was my fault.... of the thousands of books I've read, never in my entire life have I ever seen a book fall apart like this.



I am outside of my 15 days because I bought 2 books at that time, in a series. I cant read 900+ pages of 2 books in 15 days. They could see that on my account.



How I was treated in store was unbelievable.

I will not shop at any barnes and noble. Their lack of customer care was appalling. I will find somewhere else to purchase books.



I also called, seeing if we could do anything and the manager was awful on the phone, she actually said "if you had a receipt maybe it would be different..." I told her I DID have a receipt, and had told the cashier that.

Then, she hung up on me.

I love their selection! I'm a huge music fan, and their library is superior to pretty much any place in town!

great place to read books and drink coffee . the workers are friendly and helpful and will do what they can to help you if you need help