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an open letter to Barnes & Noble
Jun. 7th, 2011 09:43 pmDear Barnes & Noble,
We've been friends for many years now. I love the smell of books in your store, love browsing the shelves and finding things I didn't know I was looking for. Your staff is really nice. In the time I've lived here, I've spent thousands of dollars in your local store alone -- if I had the sum total of money I've spent at all B&Ns combined, over the course of my life, I'm reasonably certain it's a higher number than what I paid for most of the cars I've owned. As it is, I probably buy at least one book a week, I buy a fair number of hardcovers, I've bought DVDs, and just a little over a week ago I bought a Nook. And I've really had no cause, or desire, to complain in all that time.
Until now.
A few weeks ago I picked up what I thought was the latest installment of the manga Bleach for my eldest daughter, and finally gave it to her this past weekend as a reward for being very helpful around the house. To my chagrin, I discovered that she already had that volume and it wasn't the newest after all. So back I went to my trusty local store tonight to exchange it. Could I find my receipt? No. But no store, ever, anywhere, has ever given me a hard time about not having a receipt if all I want is an exchange, so I figured it was no big deal. Right?
No. It was no deal at all. No exchanges or returns without a receipt, period. Even for a $7 book. They were very apologetic.
So, Barnes & Noble, I am never spending another dime in your stores. I'm even considering returning my Nook (and yes, I know where my receipt is.) After all, Amazon gives me free shipping and has always treated me well and been efficient and responsive the very few times I've had to make returns.
There's a message here that I hope you will take to heart: corporate asshattery is a bad business policy. Goodbye, B&N, it was fun while it lasted, but now I'm done with you.
-Suzanne
We've been friends for many years now. I love the smell of books in your store, love browsing the shelves and finding things I didn't know I was looking for. Your staff is really nice. In the time I've lived here, I've spent thousands of dollars in your local store alone -- if I had the sum total of money I've spent at all B&Ns combined, over the course of my life, I'm reasonably certain it's a higher number than what I paid for most of the cars I've owned. As it is, I probably buy at least one book a week, I buy a fair number of hardcovers, I've bought DVDs, and just a little over a week ago I bought a Nook. And I've really had no cause, or desire, to complain in all that time.
Until now.
A few weeks ago I picked up what I thought was the latest installment of the manga Bleach for my eldest daughter, and finally gave it to her this past weekend as a reward for being very helpful around the house. To my chagrin, I discovered that she already had that volume and it wasn't the newest after all. So back I went to my trusty local store tonight to exchange it. Could I find my receipt? No. But no store, ever, anywhere, has ever given me a hard time about not having a receipt if all I want is an exchange, so I figured it was no big deal. Right?
No. It was no deal at all. No exchanges or returns without a receipt, period. Even for a $7 book. They were very apologetic.
So, Barnes & Noble, I am never spending another dime in your stores. I'm even considering returning my Nook (and yes, I know where my receipt is.) After all, Amazon gives me free shipping and has always treated me well and been efficient and responsive the very few times I've had to make returns.
There's a message here that I hope you will take to heart: corporate asshattery is a bad business policy. Goodbye, B&N, it was fun while it lasted, but now I'm done with you.
-Suzanne
