I'll begin by saying that there have been one or two employees who have provided excellent customer service on more than one occasion.
They are, however, by far the exception. The overall attitude of the staff suggests a lack of appreciation for the necessity of providing customer satisfaction. I've noticed a distinct pattern among retailers that sell second-hand merchandise, usually bought from the general public, that is evident across a spectrum of different types of businesses--clothing (Buffalo Exchange, Crossroads), music & video (Amoeba Records, Rasputin's), and book sellers. Retail businesses whose employees are employed to buy things in addition to sell them display a noticeably worse attitude towards the people they deal with. As crucial a component of the business as aquiring inventory may be (and this varies), it also puts those employees in a position of perceived power that they otherwise would not have, as they may be dealing to varying degrees with people who need money or are actively trying to avoid the inconvenience of disposing of unwanted possessions. In such transactions, I have experienced and witnessed many instances of the personal whims, prejudices, or dictates of the employees taking precedence over any consideration of the customers, and a kind of willful condescension towards them.
What's more, this attitude generally carries over to the other functions of the business as well, with the employees having an inflated sense of their own importance and a dismissive, disrespectful attitude towards the customers. I can't say authoritatively that the way the staff treats the customers is a direct result of that component of Half-price Books, I only know that even when I'm buying something, there is a general lack of respect in the way I'm treated.
There is, admittedly, a certain amount of subjectivity in how one perceives someone else's attitude, but one employee in particular communicates with the subtletey of a truck, and he does so 100 % of the time. He is tall, white, dark-haired, wears glasses, and I've heard other employees address him as Ryan several times. Ryan manages to be equally rude whether he is buying something from you or selling it to you. When buying books, he often will make gratuitous remarks or grandiose declarations about the undesireability of things he's passed on, or even things he's offering to buy (and it's worth noting that some employees will pass on things or pay less for them than other employees do or would for comparable items, Ryan being a prime example of this). He has been equally rude when I've bought things, and the way he talks to me displays outright contempt.
Once, after having just bought something, I asked if he could give me 4 quarters in exchange for a dollar (please note that there was no one else in line and it was already after 10 p.m., so it didn't represent any inconvenience for the staff or other customers). He agreed to, until he saw that I intended to give him 10 dimes, not a dollar bill (I needed the quarters to do laundry) and then he balked. What should've been a simple courtesy to a customer was now asking too much, although he offered no reason. He simply said, "I'm not going to exchange change with you!" as he sneered in my face.
I'm not willing to continue to patronize a business that employees someone whose behavior is borderline insulting. He is one of the most offensive people I've ever dealt with, and has been so consistently over the at least half-a-dozen times I've dealt with him, each time worse than the last.
I would've addressed this to the store management, but I'm unclear who this is. I was given the name Mark Fleming when I asked sometime ago, but if he's ever been in the store when I was there, he was identifiable to me. There was a young woman who once identified herself as the assistant manager to me. She was in her twenties, white, had colored hair and a kind of pseudo-goth/punk look. She was second only to Ryan in being rude. She was consistently curt and unhelpful whenever she spoke to me. I haven't seen her in recent visits.
In general the staff is rather glib about providing assistance. When I came in in February in response to an advertised 20 % off storewide sale, the cashier, who I recognized as having worked there for at least 6 months, claimed to know nothing about it, despite that it was already 6 p.m. on the first day of the sale (I find it hard to believe that it hadn't come up all day, and hard to understand how someone could be so clueless about their job).
Everything I just wrote I sent to the customer service link on the website, and the only response I got was a cheery automated reply thanking me. read more