Thread regarding Barnes & Noble layoffs

The kind of Employee BN chooses to have, today.

On Barnes & Nobles Facebook, Visitors Posts:

“Hey B&N, there's a reason you're going bankrupt. Just complained to a manager at your Northeast Mall location in Hurst, TX after an employee was extremely rude to my 11 y.o. She went to customer service asking for help finding books on filmmaking. The girl behind the counter asked the older male employee she was talking to if he could help, and he snarkily replies to my kid, "Yeah, learn to write a script. Everyone who owns a camera thinks they're a filmmaker nowadays," and then he walks off. My daughter responded by saying, "I may not always have a script, but I always plan." The employee continued walking away from her. I'm absolutely livid. As a mother and a teacher, his attitude toward my daughter was rude and unnecessary. When I complained to the manager, who happened to be the young girl we were talking to, she seemed clueless as to why I was angry. I explained to her that as a mother and a teacher it makes me angry that adults think it's OK to talk to children the way this employee talked to my daughter. The manager excused his behavior by saying he was trying to be funny. He was not! My kid was asking for help. My kid is 11. It irks me to no end when an adult thinks it's OK to squash a child's desire to be creative by projecting their cynical attitudes onto them. I also reminded this manager that customer service doesn't just extend to adults. It should extend to ALL patrons. I told her I was fully prepared to buy some items today, but I put my items back and would be walking out empty-handed. Her response to me was, "what can I do tHey B&N, there's a reason you're going bankrupt. Just complained to a manager at your Northeast Mall location in Hurst, TX after an employee was extremely rude to my 11 y.o. She went to customer service asking for help finding books on filmmaking. The girl behind the counter asked the older male employee she was talking to if he could help, and he snarkily replies to my kid, "Yeah, learn to write a script. Everyone who owns a camera thinks they're a filmmaker nowadays," and then he walks off. My daughter responded by saying, "I may not always have a script, but I always plan." The employee continued walking away from her. I'm absolutely livid. As a mother and a teacher, his attitude toward my daughter was rude and unnecessary. When I complained to the manager, who happened to be the young girl we were talking to, she seemed clueless as to why I was angry. I explained to her that as a mother and a teacher it makes me angry that adults think it's OK to talk to children the way this employee talked to my daughter. The manager excused his behavior by saying he was trying to be funny. He was not! My kid was asking for help. My kid is 11. It irks me to no end when an adult thinks it's OK to squash a child's desire to be creative by projecting their cynical attitudes onto them. I also reminded this manager that customer service doesn't just extend to adults. It should extend to ALL patrons. I told her I was fully prepared to buy some items today, but I put my items back and would be walking out empty-handed. Her response to me was, "what can I do to make you feel better? Can I offer you a free coffee?" NO! Are you kidding me? Teach your employees how to treat ALL of their customers with respect. By the way, @halfpricebooks got our business. — with Stephen Manning at Barnes & Noble (Hurst, TX).o make you feel better? Can I offer you a free coffee?" NO! Are you kidding me? Teach your employees how to treat ALL of their customers with respect. By the way, @halfpricebooks got our business.”

BN’s standard response:

“Hey B&N, there's a reason you're going bankrupt. Just complained to a manager at your Northeast Mall location in Hurst, TX after an employee was extremely rude to my 11 y.o. She went to customer service asking for help finding books on filmmaking. The girl behind the counter asked the older male employee she was talking to if he could help, and he snarkily replies to my kid, "Yeah, learn to write a script. Everyone who owns a camera thinks they're a filmmaker nowadays," and then he walks off. My daughter responded by saying, "I may not always have a script, but I always plan." The employee continued walking away from her. I'm absolutely livid. As a mother and a teacher, his attitude toward my daughter was rude and unnecessary. When I complained to the manager, who happened to be the young girl we were talking to, she seemed clueless as to why I was angry. I explained to her that as a mother and a teacher it makes me angry that adults think it's OK to talk to children the way this employee talked to my daughter. The manager excused his behavior by saying he was trying to be funny. He was not! My kid was asking for help. My kid is 11. It irks me to no end when an adult thinks it's OK to squash a child's desire to be creative by projecting their cynical attitudes onto them. I also reminded this manager that customer service doesn't just extend to adults. It should extend to ALL patrons. I told her I was fully prepared to buy some items today, but I put my items back and would be walking out empty-handed. Her response to me was, "what can I do to make you feel better? Can I offer you a free coffee?" NO! Are you kidding me? Teach your employees how to treat ALL of their customers with respect. By the way, @halfpricebooks got our business.

BN’s standard response:

“we apologize for the experience you had at the Hurst, TX store and for any disappointment this has caused. We invite you to contact Retail Customer Relations at 1-800-962-6177 with the details. We strive to maintain a high standard of excellence in everything we do and your feedback will certainly enable us to review our service commitment at our store. ^RX

That’s the employees BN has now.

Get rid of the full time career employees and staff the store with these people.

“We strive to maintain a high standard of excellence in everything we do” ???????????? Really ? BN Used to !

NOT ANYMORE!

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Post ID: @ZmjVY2W

3 replies (most recent on top)

I came on here because a friend told me about it after I had a bad customer experience at BArnes Nobel My friend said it was because of all the layoffs last year that Barnes is so short handed . After reading all these posts I understand that horrible attitude in your stores. The employees are miserable and the customers are suffering for it. After reading these I won’t shop Barnes anymore. The company doesn’t deserve my money for setting the wheels in motion to the pitiful atmosphere in their stores.

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Post ID: @ZmjVY2W-4kbm

“If this is the kind of employees BN finds acceptable ( the ones they keep and those hired after firing all the loyal full timers in 2/2018) I encourage all to no longer support such an ignorant culture they’ve become.”

WELL PUT !

BN likes to pass themselves off as a culture that supports all ways of thinking. But NO ONE thinks treating employees as badly as they do, acceptable.

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Post ID: @ZmjVY2W-3wss

If this is the kind of employees BN finds acceptable ( the ones they keep and those hired after firing all the loyal full timers in 2/2018) I encourage all to no longer support such an ignorant culture they’ve become.

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Post ID: @ZmjVY2W-2des

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