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  • Manager Chris Rupert refused to refund my items because "he didn't want the hit to his bottom line"! Are you kidding? Did you really just trash a customer relationship for a measly return savings? He was rude. The reason people go to chains is for standard service and to avoid discretionary rule making. Maybe he spared his bottom line, but he sure cost Barnes bc I will NEVER purchase again and will spread the word around my campus. Barnes is near extinct and he just sent Amazon a customer. I made a complaint. Corporate tried to fix the situation and gave me a gift card to accommodate Chris Rupert's unprofessionalism. I can respect how Barnesandnoble.com handles poor service. Brick stores are dead. Online retailers have squashed you like a bug! You want to really improve margins. Shut these dinosaurs down.
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