Quote:
Originally Posted by dhbailey
One would think that would be a priority, but in today's world the actual contact with the consumer is the last thing anybody in the corporate world thinks about, which is why the world's economy is in such horrible shape. Everybody only cares about how well their stock does in the stock market, and every corporate decision seems geared towards that.
Today it seems that corporations only begrudgingly consider their customers and then only as to how it will affect their stock prospectus. How can Target and Walmart have such a terrific return policy and Border's have such a horrible return policy? Border's will take back books as long as they look new, even though the customers may have read them but they won't take back electronics. There's no logic, but I have noticed that my local Borders is much more empty when I happen to go in (which isn't often) than it ever has been before and I think it may be headed to extinction, at least the local store.
Gone are the days when the customer came first and satisfying the customers were how businesses stayed in business.
oh well -- at least we all know now not to be anything electronic from Borders!
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Actually, Borders has one of the highest customer satisfaction ratings in retail.
It's really tricky when it comes to returning books for them. But now you at least do have to have a receipt to exchange (important because a lot of people were returning books from other stores for credit).
I think the problem is they really don't have a lot of experience in electronics, unlike Target or Walmart, and to top it off they are having an extremely hard time competing with B&N and Amazon (B&N keeps outbidding them for new locations so they can't get good locations), so they really have to penny pinch right now or they will close.