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to reply to the OP.
most people that shop at chapters usually are there to buy pbooks, maybe browse the new pbooks and keep tabs on which new ebooks they want to buy. normally people buy ebooks from a pc at home or a friends place or phone online i don't think i've ever seen anyone buy an ebook while i was in a chapters. maybe that's why your experience tends to be on the not so friendly or helpful side, none of the staff had to deal with that in particular. at least you got your book and the staff helped you out as much as possible so you could get your desired book.
i think as ebooks become even more mainstream in the future, kiosks will be set up so you may plug your devices in and download purchases in store but for now they're tailored to the pbook crowd still.
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