My letter to Borders' customer care dept (sorry it's so long!):
To: ccare@bordersstores.com
Subject: OK, I'm done shopping at Borders
Dear Customer Care;
I've been a faithful Border's shopper since before you opened your store in XXXXX. Whenever I went XXXXXXX, I'd find a Borders and spend too much. I've been homeschooling for about 6 years, and have always appreciated your educator's discount card. I really appreciate the fact that you take my word for it (that I'm homeschooling) and don't press it when I tell you we are not required to register with the state. The salespeople I've dealt with have always smiled when I open my grade- and lesson plan books!
That's what make this so difficult. You were my bookstore of choice. I'd rather order a book thru *my* Borders store than from Amazon. That all changed today. I'm a member of a web bulletin board. FreeRepublic, perhaps you've heard of it? It's an unabashedly conservative site. Quite of few of the members wanted to get "Unfit for Command", the book written by John Kerry's contemporaries in Vietnam. Many times they were told that the store didn't have the book...not enough had been printed, distribution was bad, etc. I worked in publishing for a few years, and I totally believe that the initial print run was insufficient, and that stores couldn't get the book. At first I pooh-poohed their comments about liberal bookstore clerks and their condescending attitude when the clerk found out which book the customer wanted.
And then today, someone put a link online. www.bordersunion.org. It's a message board for Borders' employees. They dish the dirt there. That's fine, they have the right to say whatever they want about us customers. What is wrong with it is: THAT SITE SHOULD HAVE BEEN PASSWORD PROTECTED! It should not have been open to the public, because now we, the public, know how some Borders employees feel about their customers. And, after reading a few posts regarding "Unfit for Command" and the customers who want to buy it, I no longer want to shop at a Borders store. How would I know if the clerk hates conservatives, or maybe the book is there, but the clerks don't think people should read the book?
I cannot express how disappointed I am. Even tho you are not a true independent bookstore, you started out that way. You are from Michigan! You're like the hometown team of chains. Now, I will have to drive further....or maybe I'll just order online. A computer doesn't make value judgments based on my choice of books.
m.
P.S. I will be sending a hard copy of this to corporate headquarters, along with printouts of the comments that I saw....maybe they can use it as a bargaining chip when the union wants more money for web upgrades!
bordersunion.org is down. Gee, I wonder why...????
And I commend you on your homeschooling. Our country will be stronger because your children will be smarter, nicer and love their country.