I never liked Borders until I started frequenting the one by my office. The customer service there is awesome and they really go out of their way when you ask for help.
I still find a lot more books I am interested in reading by browsing the bookstore than I do on-line shopping. For that reason, I make a habit of not walking out empty handed (usually buying a cookbook, magazine or cd instead).
I never understood them (or any book retailer) selling the Sony eReader without selling eBooks. I really think the b&m stores need to offer the ability to e-versions that can be transfered to your eReader on purchase.
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