Friday, July 27, 2007

Customer Service?


I had to share this because I could not believe how I was treated at my friendly, neighborhood Borders this past weekend.

I went into Borders and purchased 1 book and 2 magazines. The magazines were $5.95 and $8.95. I paid with cash, which is unusual because I rarely have cash on me. My daughter and the baby and I left there and stopped at CVS (drug store) on the way home. When we stopped I looked at the receipt and realized that the magazine for $5.95 wasn't there, instead, I had been charged $9.99 for another item I hadn't purchased, it looked like candy.

I returned and was treated as if I were trying to steal the cach drawer. The girl explains how magazines are rung up. I don't care! Then she calls the assistant manager, who explains the same thing. Again, not my problem. I don't know how the error was made, but I was just here, this is what I purchased and can you give me the difference. Rather than fixing the problem with any measure of aplomb, I was treated as if I had just stolen something and was trying to get cash for a quick fix.

So, as I am standing there the boy manager gives me the form to fill out that you would get if you were returning something without a receipt and then proceeds to issue the difference on a Return Gift Card.

OK, for those of you who don't know, MOST times, these cards are issued for returns without receipts and especially when it could have been stolen merchandise. Not in every store, but in Borders they are. Now, I have seen thefts where someone came into a store with a receipt, picked up the same item and returned it. But, this?

I wasn't returning anything. I just wanted the cashier to correct her error.

I was treated like I had just pilfered the entire Harry Potter shipment.

I was treated like a liar and a thief.

I was disrespected, just because the employees felt that they could.

I spoke to the actual Manager, and she nodded intently and gave me a coupon for $5 off my next purchase. Is she serious?

Two days later I got a call that the book that I reserved was in.

It is the latest Daniel Silva, and I am so looking forward to that book....I guess I will have to ride over to Barnes and Noble to buy it.



  1. I feel your pain. I agree, go elsewhere. If at all possible, economically feasible try a small independent bookseller, generally customer service rocks.

    I like my local Border's store-but then again, I don't go in that often, so totally put off by bad cs--part of th reason I don't visit many retail outlets.

  2. It's really sad that when someone is honest they get treated like crap b/c of all the people out there who aren't honest.

    Just for grins and giggles you could write to corporate, tell them what happened, and that you now plan to shop at B&N, see what they come back with.

  3. Sassy,
    I actually spoke with the Regional Manager yesterday b/c I was still offended. I explained what happened and to add to it when I called the store to ask for the Regional Manager's number, the employee refused to give it to me. So, I asked him for the number to another Border's. He gave me that. Horrible.

    She offered a gift card. I wasn't interested. I let her know that rather than driving 1.2 miles to Borders, I will drive the 3 to B&N.

  4. ....which just proves my theory that Borders is the McDonalds of Bookstores.

  5. Amazing. Just amazing.

    You might think about sharing this experience at - it's a consumer website where shoppers can vent or at least get the word out. It's pretty cool.