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Borders Pleasant Hill, CA
Today my children & I tried to return/swap 2 obviously unused books - tape still over the box books they received as a gift in late January with a receipt from my friend dated 12/22/08 (we already had these books.) I was told this was impossible- that I couldn't even swap them for something else. I repeated I just wanted to swap them - I didn't expect any money in return. "Just go to a used book store and maybe they might give you something for them.", said Julie Wolf, the store manager. When I said I hadn't even received them until after Borders' 30 days grace period, she just stated your policy again. When I asked her name, she wouldn't give me her name until I asked her 3 times. She then told everyone in the store she was going for the guard and made my 2 & 6 year old cry. She is terrible at customer service. Another lady at the C.S. desk said she couldn't do anything; she wasn't the manager. I then told everyone in the store how horrible your store and manager were (she is.) I've never written a letter like this and hope never to have to again. I had promised my children 1 book each before I went so they were crying as well. So off to Barnes & Noble & spent $48 - they are very helpful and their customer service is wonderful - anytime I have been in your store in P.H. nobody had ever been able to point us in the right direction. Your people are not professional and your policies provide no leeway for unique circumstances.


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