Books

Do not order books from the Borders in Ann Arbor, MI.

On November 11, 2005 author George R. R. Martin was appearing at the Borders in Ann Arbor. I could not make the event as I had a prior engagement in Chicago that weekend. So as to secure myself at least one signed copy of A Feast for Crows I called the store on November 10, 2005.

What I asked for was 3 signed books to be shipped to me since not only could I not make the event, but I could not make it to the store to pick up my books in the few days they would reserve them for me. That and it would cost me as much in time and gas in my car to drive to the store as it would for shipping and handling. I told the person from the store over the phone that I was willing to pay the S&H that would obviously be associated with the purchase. On that day in November, I was charged in excess of $60 (according to my credit card statement).

I began calling the store in early to mid December to find out where my books were since I had not received them. I was told that there was one person specifically at the store who I needed to speak with regarding anything about an author appearance. I will not put his name or title here, but there is enough information to know who he is and/or to find out. I was given his cell phone number. He never called me back but with my call backs I finally caught him at the end of December. (It turns out he had a healthy holiday season rich with vacation.)

He said that he was not surprised that my books had not arrived. There were large orders of signed books, and two small ones: an order of 1 book and an order of 3 books. The gentleman who ordered the 1 book had called trying to find his book so it made sense that my books had not shown up either. He speculated that maybe in the pre-holiday rush some mix up had occurred in the mailing room. As a remedy he offered 3 replacement books. He horded 10 extra copies for "any problems that arose" and would send me 3 of those right away. If the original 3 books popped up in my mailbox, they were mine to keep. I could hope for 6 books, but I was just glad that I would now, in theory, get 3 books.

In mid January I call him yet again. I still did not have my books. He did not answer, but I left him a voicemail. Shockingly I get a return call the next day. He tells me that he found my books. They were behind the counter waiting for me to pick them up this whole time; they were never shipped. The problem was that I was never charged for shipping and handling, so no one packaged the books. He was personally going to walk my books to the mailroom so they were shipped. He took my e-mail address so he could send me the tracking number for the package. He was even going to pay the shipping and handling as a gesture of good faith at the end of this long ordeal.

Whatever happened to the 3 books you sent me out of your secret stash? Oh, you made that up? Guess so.

So then I call him again at the END of January. Still do not have my books. I stopped leaving voicemail because he is not good about calling back. I just call more frequently.

Unrelated to this issue I checked my credit card statement online and see a $5.83 line item from January 29, merchant listed as Borders Ann Arbor. I am now furious. And this time I left a voicemail. I felt I should at least thank the man for charging me for the S&H he would not charge me for to send me the books that he should have sent almost 3 months earlier.

November 10, 2005: Order and pay for books.
November 11, 2005: Author signs books.
January 29, 2006: Charged for S&H.
February 2, 2006: I receive my shipment of 3 signed books.

I now have a call into him. I did leave a message and told him that I have received my books, but would like to speak with him. Here's hoping he calls back.

I am a 25 year old avid reader and book collector. I have relatively decent earning potential already at 25. My biggest vice is books. And here I thought I am a bookseller's best friend. Shame I am not important to Borders. Yes, the argument is that his views do not express those of the company, right? Wrong. You had better believe he is a representative of his company and his actions reflect the views of the company whether Borders wants to admit that or not. He made a lot of mistakes in handling my transaction and that means so did the company.

Do not order books from the Borders in Ann Arbor, MI.