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I have been a member of Barnes and Noble off and on for tweenty years. Personally before today I have only had to return a book once. The store I purchased it at was great, that was about 5 years ago. <br /> <br /> It seems that either my experience this time is either isolated and terrible or customer satisfaction is just not important to Barnes and Noble anymore. <br /> <br /> Barnes and Noble makes money by selling books to customers. Keyword here, customers. Dissatisfied customers do not continue to be customers. Therefore if bad customer service is the new standard soon there will be no customers purchasing books.<br /> <br /> Loyalty is overrated when its not appreciated.