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Dixieknits, I'm sorry to hear about your retail hassle! I guess the lesson is, "Get it in writing."
When people talk about the superior shopping experience in retail b&m stores, they obviously aren't talking about your Borders store! If Borders wants to survive, it can't just cut costs, it needs to work on the customer experience. For my money, nobody beats Amazon in this area. I would hate to see them grab a monopoly on ebook sales, but customer service has made them what they are today.
I mentioned Costco in another thread. They are great with returns:
"Why are you returning this?"
"It's the wrong color/size/shape."
"Okay."
"Why are you returning this?"
"I don't like it."
"Okay."
"Why are you returning this?"
"I'm not really sure."
"Okay."
And they seem to be doing well.
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