It sounds like Arlene was expecting a Barnes and Noble experience, complete with an integrated Starbucks.
This isn't at all what Nine Stories is about, and is why it's such a great shop. The wonderfully curated selection of used books, often hard to find in a brick and mortar otherwise, is complemented by the staff members' knowledge as well. I've overheard several good recommendations while browsing here without even asking!
Let's not forget the space directly adjoins a fantastic coffee shop that produces better brews than any chain establishment could.
If you want a staff that cares about books, storytelling and being part of a community, this place is for you.