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purpod | all galleries >> A Year >> Sometimes a PaD >> Dec. 05 > Borders Customer Service
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C. Evans

Borders Customer Service

Simi, Ca (or was it Hell?)

* 12-27-05 *

Meet Jen. With her breasts only covered by her necklace nametag, and her very
masculine black tattoo's covering her arms, this face never told me she didn't know
how to mail my book purchase. She just called for her supervisor instead. Robert,
her supervisor, after more of my time wasted, informed me that he had never done such
a transaction..?! How does one get to be in a supervisory role without knowing how to
complete what must've been one of thier most popular services last week?

I dunno, but the next supervisor, Joanna, didn't seem to know how to do so either!
"There should be an "S" key over here somewhere to compute to the cost..?.." So, as
Joanna tries to figure that much out, Robert hands me a form to complete for the "mail
to" address, only it's the wrong form. So, he gets the correct form, and from a typed
address that has 5 lines to it (going out of the country) He scribbles out the address
only he shortens it to 3 lines (as if it were being mailed within the USA)

The ONLY great customer service I got was from the woman named Sarah in the children's
Dept. who knew exactly what books I was looking for, even that there were different
styles of the same book for different ages, was very courteous and happily waited on us
with a smile on her face. And no, her face didn't scare my 6 year old like the one you're
viewing now did. Oh yes, Borders will be hearing about my lovely experience at store #589!

Please excuse the fuzzy shot... didn't wanna get back into spitting range with this one!


other sizes: small medium original auto
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purpod04-Sep-2015 08:06
Greetings Dave,
I have no doubt that this story {& who knows how many others like it} did impact the companys' ability to stay in business. That particular Borders closed down quite some time ago. Just as well, imho. Thanx for the follow-up!
Dave Beedon23-Aug-2015 01:17
Nine years after my first comment...
I wonder if the horror story related above contributed
to the bankruptcy of Borders, which went out of
business in October 2011 (according to the article
in Wikipedia).
Guest 18-Dec-2007 15:49
I agree with you 100% In addition I will not spend a dime in the local Brorders !
I would be very upset if my children were exposed to "this whatever". Although
I am more upset about the stores defense of such disrespectful behavior toward
a customer !
purpod12-Jan-2007 08:26
Dear Guest,
Perhaps I was not clear in how Jen made me wait & wait, with no explanations, & then, again without a word from her, she called her inept supervisor because she did not know how to mail a book. A very easy task to accomplish, if you know your job. And even a little customer service could've gone a long way. Also, perhaps you don't think she looks scary, but my two children thought so & would not go to the counter. But it was not just her now in fashion "Dawn of the Dead" looks that irked me...
I, myself, have purpod hairs & a bakers dozen tatt's of my own. I assure you that I have always been courteous, helpful & knowledgable in my job duties, especially when I was working with the public. And if a situation arose, I would alert the customer & then another employee to get assistance. I have never had that much skin showing & am very sure I have never scared any kids.
I noticed you didn't note that I gave a great review of the employee that did know her job, including the customer service aspect of it. So defend Jen & her terrible customer service all you like. Go for it & ask the stupervisor to mail a book for you. By all means, give them your business.
I don't care if society (that once made you cover your pierced ears, wear appropriate clothing, provide the best in customer service & to know your job) now allows for metal all over the face, breast right in the customers face, & hey, it's okay to give piss poor service & be brainless when it comes to doing your job correctly. As for me & my home, we will follow the Lord.
Guest 12-Jan-2007 01:35
I agree that the service was unacceptable, but you have to remember that part of the reason for the facial piercings is that Borders has a younger image then others book stores, say, Barnes and Noble. While I agree that if there was too much cleavage or anything of that sort it would be inappropriate, the piercings and make-up are a style, a style that many customers from Borders hold in common. Should I be able to complain at your job perhaps because you are wearing earing and pants and I think women should only wear skirts? If theres is a problem with service, deal with that. The lip and nose rings dont stop her from doing her job and if customers stop going because of that. . . well, its just sad then.
Bob Townsend04-Jul-2006 00:37
Most people on the East coast think the folks in California are a pretty freaky bunch anyway. I thought all Californiians looked like that. (grin) I could go crazy photoshopping her. I love the gaze. Great capture.
Guest 28-Jun-2006 10:45
A classic! I love it how you had the idea to take a photo during the incident to help you document it. Really funny, and I can understand why you didn't want her to see you taking that pic.
John Cooper02-Jun-2006 06:34
There is something dodgy about this assistant, she actually spoke English.
Dave Beedon23-May-2006 07:44
I hear that agents Scully and Mulder are going to investigate this unexplained phenomenon. The results will undoubtedly be classified TOP SECRET (TERROR).
James Ross18-Jan-2006 22:08
Wouldn't want to meet her on a dark night!!
Guest 17-Jan-2006 13:16
Very scary, im not going there either :-)
Karen Stuebing17-Jan-2006 12:11
Wonder what she looks like on Halloween. I'd guess they don't pay much to work there to get these type of employees. It would be funny if it weren't so frustrating.
Pepe Zyman17-Jan-2006 05:36
???????????????????
Nice Halloween character!
Karen Leaf17-Jan-2006 00:40
Bob's Bookshelf for me.....
I would have run for my life.
Caroline06-Jan-2006 03:50
Priceless!
Buz Kiefer05-Jan-2006 21:58
Hysterical story to go with the photo... until you think about the future. :^)
regina 28-Dec-2005 21:39
actually, when i opened this shot, i thought i was in hottopic at the mall here in georgia.....but at least the hottopic salespeople are extremely nice. this one scares me, and i usually like the gothic look. as for dress code, the store i work for has alot of "modern" employees, but each is required to remove all piercings (except ears) before leaving the break room for work out on the floor, and cover all tattoos as well as body parts. as for the customer service, well, i am afraid that not much is done in the way of training these days. i had to train myself on my job in retail. punks and horribly dysfunctional people are working public positions all over the country, and nothing is ever done about it. i am glad you were armed with your cam girlfriend.........no one stands up for themselves anymore in public...........you go gettum colleen.............
Guest 28-Dec-2005 20:46
I will have to agree that the service that you recieved was not called for, and i also think that, when working with Customer Service there should be a dress code, thats the first thing people notice when they walk into a store, and yes, i would be scared of the way Jenn looked too. I agree you should say something.
Guest 28-Dec-2005 19:49
woah thats a trip wow man geez . . . . . . . . . . .woah
J. Scott Coile28-Dec-2005 17:29
Nice "candid". Sounds like you go to know Jen a little too well :)
Guest 28-Dec-2005 17:27
Are things in California so bad that businesses cannot even enforce a dress code? That, along with your customer service nightmare, is sad Colleen. If it were my bookstore, I'd have her arrested for public indecency if she were truly 'topless.'. Children go to these stores for crying out loud!

And I have nothing against piercings--used to have a couple myself. But the workplace is no place for them. A professional appearance inspires confidence in the customer. I take it you didn't come away with such feelings about Jen!
David Winge28-Dec-2005 14:28
PS. A quick read through their website was quite revealing, I didn't find anything on customer service really, so they seem to be keeping their promise in this regard, however, in the section marked "Our Mission" the writing is on the wall...."To maximize profits and balance near-term financial gains for all shareholders with long-term vision and growth strategies."
David Winge28-Dec-2005 14:18
This is the perfect example of what customer service is coming to, and the very reason I have not purchased a book in Borders in years. Except for the locally owned and managed small retail stores which I visit much more often, I buy books online at Amazon.com. I am surprised you found anyone actually in the store with a pleasant attitude, but Jen here will no doubt next week be in charge of the dress code HAHAHAHA. You gotta love Marks a lot eyebrows?
Jim Worlding28-Dec-2005 10:37
I think this level of service is, very quickly, becoming the norm and far to many of us are excepting it. I agree with you, you should give Borders a chance to put things right because they will never get better if we do not tell them what they are doing wrong.
I have not come into contact with Borders in the UK so I searched Google and they are linked to Amazon but I could not find any shops in the UK. I think sending a link to Amazon could also get things improved as they are very much customer focused.
Would Borders employ a Native American to serve you dressed in headdress, moccasins and a loin cloth, I think not but that would be more natural than what I am looking at now. (I wonder what her grandchildren will look like) I guess her Mum loves her and she could well be a very nice girl, but she would not get a front line sales job with me.
Borders employ a group of undercover shoppers and find out just how "good" your stores are!
Steven Jusczyk28-Dec-2005 06:39
Another reason to boycott the Borders, the Wal-Marts and the other corporate giants. Another reason to buy at the bookshop on the corner. At the least, think you might have to go to Barnes and Noble, but you might get more of the same great customer service there, too.
laine8228-Dec-2005 05:50
GRRRRR !! ( how DO you scream in typo !!. I'm poking my tongue out at her but she's not likely to get that either !!
purpod28-Dec-2005 05:43
I just sent an email & a link to this site to the Corp. office of Borders... their response will determine whether they continue to get my business. Or not....
Coleen Perilloux Landry28-Dec-2005 05:38
I had a Borders' employee wait on me last week with the exact same nose decoration. Do you think it is a requirement to work at Borders. And, she pretty much had the same eye makeup to. Maybe we ought to seriously look into this. Or, not shop there......
Guest 28-Dec-2005 05:24
speechless.......
Dan Chusid28-Dec-2005 05:17
You're lucky the fangs didn't sink into your jugular.
:^O
Coleen Perilloux Landry28-Dec-2005 04:46
Hope she doesn't get a cold.