It’s Official, we’re breaking up!

Before you get on the phone with my friends and family, asking if they saw it coming… let me clarify, Im breaking up with Borders Books.

It all began at the end of October, when in an attempt to purchase an Ebook through Borders, I almost lost my mind.  You see, the book was unavailable in soft back and I needed it quickly anyway for my last book club book.  I began trying to order and kept getting to the “snowy, white page with a cryptic error message on it.”  (Stop me if you think that you’ve heard these words before…)

Then you might recall (if not and you’d like to, click here), my horrible experience recently trying to redeem my Borders Bucks, again online and then even in the store.  I emailed customer service, they were nice enough to put the Borders Bucks back into my account because I was unable to place my order before they expired.  In the meantime, an email went out from Borders CEO, Mike Edwards basically acknowledging issues and extending no real peace offering.


We are reaching out today to our most valued customers to inform you that we received a huge response to our recent reminder for Borders Rewards members to redeem their $10 in Bonus Bucks. Such a huge response in fact, that the customer experience was impacted. If you were not able to redeem your $10 in Borders Bonus Bucks online, we apologize for any inconvenience this may have caused you. Please look for additional exclusive rewards and incentives throughout the Holiday Season.

Thank you for your patience,

Mike Edwards
CEO, Borders, Inc.”


Today, I actually visited the store, with the coupon in hand and the book I have been trying for weeks to buy only to be told that the fine print states that I cannot use the Borders Bucks until the 1st of December… exactly three days from now.  You would think for all the time and effort I’ve put into trying to give them my money, they would’ve obliged my tenacity.  No dice.

I want to love Borders.  I want to shop at Borders but I have vowed now to leave Borders and will probably end up paying more by patronizing a locally-owned bookseller that knows more about personal and professional customer service…. something I probably should’ve been doing all along.

One thought on “It’s Official, we’re breaking up!

  1. Mr Edwards do you plan to address the possible unethical practice that is occurring with return gift cards? The balance is registering as $0 dollars when the card is used and no one at your company appears concerned or able to resolve this issue. While I am not too concerned about your free $10 offer I do draw the line when it my money that is taken by Borders on more than one occasion. This is a poor example of customer care particularly in this economic climate and questions the integrity of Borders and current leaderships commitment to the customer and ethical practice. Whether you are able to restore my faith in Borders and retain my loyalty is in your hands.

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