I love the idea of a local (it's in my neighborhood) book store. However, my experiences here have left me wanting. Overall their policies are confusing and poorly stated. I've been a customer half a dozen times and each time there is some new policy that I'm supposed to know, but was never explained to me. But beyond that, what truly makes me unhappy is their customer service.
For example: today, while in, there was some confusion on how I could use my trade in monies. (They aren't a straight forward trade) When my husband and I started asking about the policy Tom (one of the owners) simply shrugged his shoulders and said we could go elsewhere. Melanie (the other owner) however, felt it was necessary to leave a customer who she was with to come over and thrust a finger at a black and white printed sign (one among many tacked to a wall above a high bookshelf) and then walk away. Apparently, her customer service technique is not to help confused customers understand, but to alienate them while trying to sell her own novel to other customers.
Honestly, if I didn't already have $27 in credit there, I probably would never be back in.