# Sorry, Barnes & Noble, I really want to like your store, but you aren't even trying **URL:** \ **Category:** Miscellaneous and Personal Stuff I Must Share\ **Created:** [June 6, 2014, 1:17am UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167 "2014-06-06T01:17:15Z")\ **Posts on this page:** 20\ **Page:** 3
**Author:** ![minor7flat5](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/minor7flat5/32/258_2.png) [@minor7flat5](https://boards.straightdope.com/u/minor7flat5)\ **Post date:** [June 6, 2014, 5:56pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/41 "2014-06-06T17:56:05Z")
> [@Inner\_Stickler](#): > > That was not an apology. > > “Sir, I understand you are frustrated with the way X,Y, and Z were handled by our staff. I apologize for the aggravation and I will ask to have this process reviewed for efficiency and customer satisfaction.” would be repeating their concern and apologizing. “I’m sorry you feel that way,” is a bullshit response that takes no ownership of the problem. Thank you for explaining what I couldn’t articulate. ---
**Author:** ![GargoyleWB](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/gargoylewb/32/199_2.png) [@GargoyleWB](https://boards.straightdope.com/u/GargoyleWB)\ **Post date:** [June 6, 2014, 5:57pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/42 "2014-06-06T17:57:17Z")
> [@Erdosain](#): > > …The B&N clerk has zero latitude to change corporate policy, online pricing, in-store pricing, store policy, ad infinitum. What is she supposed to do when someone like the OP says, “That’s a stupid policy”? Well, there’s nothing I can do about it, I’m sorry you feel that way. In my retail days, when placed in the position of being the public face of the company on the floor with no support from management or claims or given the empowerment to make sales decisions (e.g. “Here’s a coupon for…” or “Let me just adjust that price for you…”) I would say something like the following: “I agree that our policy doesn’t make sense. Speaking personally, my own management has made it clear to us that we can be fired if we don’t follow policy. Here’s is my manager’s number and our corporate support number, that’s the best I can do without losing my job”. ---
**Author:** ![Inner\_Stickler](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/inner_stickler/32/318_2.png) [@Inner\_Stickler](https://boards.straightdope.com/u/Inner_Stickler)\ **Post date:** [June 6, 2014, 6:01pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/43 "2014-06-06T18:01:27Z")
> [@Erdosain](#): > > True, but in this case it was the fault of the customer. According to the OP, he was mad because the B&N employee “didn’t even try” to change the store’s price and failed to provide him with a 25% off coupon. Barnes and Noble isn’t a Middle Eastern bazaar where haggling is encouraged. You are misunderstanding me. I’m not talking about the salesperson in the OP. I am only saying that training customer service representatives to say “I’m sorry you feel that way,” is a bullshit tactic. There are loads of ways to demonstrate that you understand their concern without promising any actual action on the part of the company. “I’m sorry you feel that way,” is just going to piss people off. ---
**Author:** ![What\_Exit](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/what_exit/32/10652_2.png) [@What\_Exit](https://boards.straightdope.com/u/What_Exit)\ **Post date:** [June 6, 2014, 6:05pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/44 "2014-06-06T18:05:01Z")
> [@Acsenray](#): > > Amazon can give you the lower prices because they have been operating at a loss since they started. Once they’ve sunk all their competitors, you think they’re going to keep prices that low? Did you even read what you posted? Would you like to rephrase your post? It makes no sense at all and looks like something and elderly relative would send out in an glurge email. ---
**Author:** ![Amateur\_Barbarian](https://avatars.discourse-cdn.com/v4/letter/a/59ef9b/32.png) [@Amateur\_Barbarian](https://boards.straightdope.com/u/Amateur_Barbarian)\ **Post date:** [June 6, 2014, 6:11pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/45 "2014-06-06T18:11:55Z")
> [@Ludovic](#): > > And that question is relevant to your claim that in person inspection is worth **nothing** how? You’ve seriously misread what I’ve written. My argument is that pawing rights should and usually do cost extra, for good reasons that cheap-ass buyers like to reject. ---
**Author:** ![Erdosain](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/erdosain/32/7284_2.png) [@Erdosain](https://boards.straightdope.com/u/Erdosain)\ **Post date:** [June 6, 2014, 6:14pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/46 "2014-06-06T18:14:34Z")
> [@What\_Exit](#): > > Did you even read what you posted? Would you like to rephrase your post? It makes no sense at all and looks like something and elderly relative would send out in an glurge email. It makes sense to me. Amazon has long prioritized increasing market share over profits. They want to be the “Everything Store.” If they operate at a loss, they can offer deep discounts that less well-funded competitors can’t match. Once those competitors go out of business, suddenly there is not as much downward pressure on prices. ---
**Author:** ![Tamerlane](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/tamerlane/32/7602_2.png) [@Tamerlane](https://boards.straightdope.com/u/Tamerlane)\ **Post date:** [June 6, 2014, 6:19pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/47 "2014-06-06T18:19:31Z")
Huh. Funny - I was at a B & N the other day to pick up the new Dresden book and a ( impulse buy ) Bay Area shoreline guide and the person ahead of me in line had a pretty much identical rant while talking to the cashier. The phrase “bait and switch” came up and I’m sure the cashiers get that a lot. Yeah, it’s a stupid if somewhat explicable policy. But I don’t buy online from B & N. 90+% of my “serious” reading comes from Amazon, with the remainder from used bookstores or a local university press bookstore. However I do spend the money for B&N’s discount card, because I earn it back - B&N is usually where I pick up newer fiction, because I like the immediacy of it. I also like browsing bookstores in general. Like others I just consider the couple extra bucks an immediacy tax and shrug. ---
**Author:** ![minor7flat5](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/minor7flat5/32/258_2.png) [@minor7flat5](https://boards.straightdope.com/u/minor7flat5)\ **Post date:** [June 6, 2014, 6:19pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/48 "2014-06-06T18:19:37Z")
> [@Erdosain](#): > > True, but in this case it was the fault of the customer. According to the OP, he was mad because the B&N employee “didn’t even try” to change the store’s price and failed to provide him with a 25% off coupon. Barnes and Noble isn’t a Middle Eastern bazaar where haggling is encouraged. Where did I say I was mad at anyone? I was disappointed, but our discussion was calm and respectful. I expressed my position nicely and the whole exchange was polite. She surely must have rolled her eyes after I left, but that would be in frustration at having to defend this policy. I did indeed buy a book from them that night: my daughter found a My Little Pony book while I was talking to the lady. ---
**Author:** ![kayaker](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/kayaker/32/441_2.png) [@kayaker](https://boards.straightdope.com/u/kayaker)\ **Post date:** [June 6, 2014, 6:46pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/49 "2014-06-06T18:46:38Z")
> [@Tamerlane](#): > > B&N is usually where I pick up newer fiction, because I like the immediacy of it. That’s why I love my kindle. _poof_ It’s there. ---
**Author:** ![RaftPeople](https://avatars.discourse-cdn.com/v4/letter/r/6f9a4e/32.png) [@RaftPeople](https://boards.straightdope.com/u/RaftPeople)\ **Post date:** [June 6, 2014, 7:06pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/50 "2014-06-06T19:06:06Z")
> [@Erdosain](#): > > And, addressing the other responses in the thread, there are plenty of situations where “I understand you’re upset about X; I’m sorry you feel that way” is a totally appropriate customer service response. No it isn’t, unless you are trying to piss off the customer. “I’m sorry you feel…” does not convey the meaning that you think it does. ---
**Author:** ![Tamerlane](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/tamerlane/32/7602_2.png) [@Tamerlane](https://boards.straightdope.com/u/Tamerlane)\ **Post date:** [June 6, 2014, 7:09pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/51 "2014-06-06T19:09:20Z")
> [@kayaker](#): > > That’s why I love my kindle. _poof_ It’s there. You know, I have a Kindle Fire I got for Christmas a year or so ago and it just hasn’t clicked with me yet. I use it very, very occasionally as a tablet if I’m on the road for some reason and can get wifi. But as a book-reader it doesn’t do much for me. Maybe if I had the book-specific version. ---
**Author:** ![Amateur\_Barbarian](https://avatars.discourse-cdn.com/v4/letter/a/59ef9b/32.png) [@Amateur\_Barbarian](https://boards.straightdope.com/u/Amateur_Barbarian)\ **Post date:** [June 6, 2014, 7:24pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/52 "2014-06-06T19:24:34Z")
It’d be wonderful if every book did or could come in Kindle format. Unfortunately, it’s still a very crippled presentation for anything but flowing text with minimal formatting and only inconsequential illustrations. ---
**Author:** ![even\_sven](https://avatars.discourse-cdn.com/v4/letter/e/dfb087/32.png) [@even\_sven](https://boards.straightdope.com/u/even_sven)\ **Post date:** [June 6, 2014, 9:02pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/53 "2014-06-06T21:02:15Z")
Maybe they could pay what it takes to hire more dedicated staff and train them to provide white-glove service. Except they can’t, because their business is dying. We may want great customer service. But when push comes to shove we aren’t willing to pay for it. ---
**Author:** ![Max\_Torque](https://avatars.discourse-cdn.com/v4/letter/m/e9bcb4/32.png) [@Max\_Torque](https://boards.straightdope.com/u/Max_Torque)\ **Post date:** [June 6, 2014, 9:14pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/54 "2014-06-06T21:14:44Z")
> [@Just\_Asking\_Questions](#): > > Not everyone does this. > > I wanted a saw from Sears. i checked the website, and that saw was on sale. I went down to the store, but the in-store price was more. I asked a clerk, we looked it up on-line (using Sears’ own terminal) and the clerk sold it to me for the web price. Target, for another data point. Poked around online, saw a humidifier I wanted to get for the kids’ room, went to the store to get it, and it was $15 more in the store than online. I looked it up on my phone just to be sure. Went over to the customer service desk, pointed it out, they confirmed it, and discounted the price right there. I feel bad for the people who don’t do the research and end up paying way too much, but apparently that’s how retail works these days. ---
**Author:** ![What\_Exit](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/what_exit/32/10652_2.png) [@What\_Exit](https://boards.straightdope.com/u/What_Exit)\ **Post date:** [June 6, 2014, 9:36pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/55 "2014-06-06T21:36:23Z")
> [@Erdosain](#): > > It makes sense to me. Amazon has long prioritized increasing market share over profits. They want to be the “Everything Store.” If they operate at a loss, they can offer deep discounts that less well-funded competitors can’t match. Once those competitors go out of business, suddenly there is not as much downward pressure on prices. They’ve been profitable for quite a while now. Nobody could run at a true loss for 20 years and that is about the age of Amazon I believe. They use to run at a loss and I know they accept small margins in favor of volume but the quote above made little sense. ---
**Author:** ![Mean\_Mr.Mustard](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/mean_mr.mustard/32/3865_2.png) [@Mean\_Mr.Mustard](https://boards.straightdope.com/u/Mean_Mr.Mustard)\ **Post date:** [June 6, 2014, 9:46pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/56 "2014-06-06T21:46:03Z")
A short while ago I was in the market for a new iPod. Walmart had the best price. So I go to my local Walmart and find the price is nearly $40 more than the online price. The clerk suggested I buy it online and pick it up in-store. So, while standing in front of her, I ordered the thing from my phone. Once she got notice of the purchase, she walked over to the case to grab my new iPod for the cheaper price. If anyone can explain to me why this is not ridiculous I’m all ears. mmm ---
**Author:** ![GargoyleWB](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/gargoylewb/32/199_2.png) [@GargoyleWB](https://boards.straightdope.com/u/GargoyleWB)\ **Post date:** [June 6, 2014, 10:06pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/57 "2014-06-06T22:06:52Z")
> [@Max\_Torque](#): > > …Went over to the customer service desk, pointed it out, they confirmed it, and discounted the price right there. I feel bad for the people who don’t do the research and end up paying way too much, but apparently that’s how retail works these days. Best Buy also does so. They happily adjusted their in-store price to match their .com sale price without question, and this was for a $400 difference on a HDTV. That anyone could rationalize B&N not doing so for $10 on a book just boggles my mind. ---
**Author:** ![Calatin](https://avatars.discourse-cdn.com/v4/letter/c/439d5e/32.png) [@Calatin](https://boards.straightdope.com/u/Calatin)\ **Post date:** [June 6, 2014, 10:24pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/58 "2014-06-06T22:24:11Z")
> [@GargoyleWB](#): > > Best Buy also does so. They happily adjusted their in-store price to match their .com sale price without question, and this was for a $400 difference on a HDTV. That anyone could rationalize B&N not doing so for $10 on a book just boggles my mind. I think I remember hearing some story about Best Buy’s online kiosks (so that you could check on-line prices while in the store) displaying amounts more expensive than if you would access it from your computer or smartphone. Am I remembering wrong? ---
**Author:** ![Erdosain](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/erdosain/32/7284_2.png) [@Erdosain](https://boards.straightdope.com/u/Erdosain)\ **Post date:** [June 6, 2014, 10:55pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/59 "2014-06-06T22:55:01Z")
> [@GargoyleWB](#): > > Best Buy also does so. They happily adjusted their in-store price to match their .com sale price without question, and this was for a $400 difference on a HDTV. That anyone could rationalize B&N not doing so for $10 on a book just boggles my mind. Books and televisions have different mark-ups, different sales models, and different distribution channels. If brick and mortar Barnes and Noble could survive selling at Amazon prices, they would. ---
**Author:** ![Space\_Vegetable](https://avatars.discourse-cdn.com/v4/letter/s/6de8d8/32.png) [@Space\_Vegetable](https://boards.straightdope.com/u/Space_Vegetable)\ **Post date:** [June 8, 2014, 2:28pm UTC](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167/60 "2014-06-08T14:28:04Z")
> [@minor7flat5](#): > > I went there because this is the kind of book you need to hold in your hands and flip through before buying. Since you’re only willing to pay up to $10 more for that ability, it’s not something you _need_, really. It’s something you’d like to be able to do, as long as you don’t have to pay very much for the privilege. It sounds like you’re willing to at least “consider” paying 20% or so of the cover price to handle a book before purchase. Any more than that and you’ll still check out the book at a brick and mortar store, but you’ll buy it online. And I suspect you’ll also require your brick and mortar bookstore to be in a convenient mall, not a distant warehouse like Amazon would use, and to be welcoming and friendly. If a bookstore tried to seriously cut its expenses to compete better with online pricing, you wouldn’t go there. The higher prices at brick and mortar stores are a surcharge for convenience. The more people check out books in brick and mortar stores but buy online, the higher the surcharge brick and mortar stores will have to collect to cover their fixed costs and stay in business. Eventually it’ll get so high that they’ll all close. And books without Walmart-level mass appeal will only be available online. [Previous page](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167.md?page=2) [Next page](https://boards.straightdope.com/t/sorry-barnes-noble-i-really-want-to-like-your-store-but-you-arent-even-trying/690167.md?page=4)