Information, reviews and public commentary for US companies

 

Books-A-Million Inc

Rating
0.818182
Web
www.books-a-million.net
Address
402 Industrial Ln
Birmingham, AL
35211-4465
County
Jefferson
Contact
Sandra B Cochran
Role
CEO
Phone
(205) 942-3737
Fax
(205) 945-1772
Annual Sales Est
$460,159,000
Employees
4,800
SIC Code
5942
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Ernie D. Port Richey FL - 168 d 1 h ago

1

Diversity, Equity, And Inclusion You guys have all the "in" "fancy" words! Have you tried these words.....Customer Service?

I look at your pages and pages online and it sounds like you are trying too hard to be "hip" to today's youth!

Each and every time I go shopping at my local BAM my family all holds hands in the car before we get out and pray. We pray that when we go into the store and find something we can buy we just go to a register and buy it !!! Novel idea? Not from my day.

So here I was, with two items in my hand. One customer was at the register and one was waiting. Yupee I would get in line and be second. I would be able to get and pay for what I wanted to buy !! (very rare here) I walk up and get in the number two position and stand there. I wait for a while and then I hear the word "magazine" from the associate. OH NO !!! Not the dreaded Magazine word !! I stop and waited and waited and finally said out loud..." this is ridiculous" to my self. The associate who never said anything to either me or the other customer in line said to me " I paged for some help". After a few moments, the lady in front of me asked if it would be a while before she would be helped. I guess she was told yes because she was directed to your coffee area. (like I had been so many times) . I followed the lady over there. Not very happy I waited my turn. I told the lady behind the counter that this was not the way to handle customers who want to buy from you. I was told that they are on a skeleton crew and that the other lady who had just come back to the front register had been on break. She wanted to argue the point that everything was how it was supposed to be handled. Big mistake.

This has happened to me 25% or more of the time I shop at that store.

Why in the world would you hold up everyone from buying from you so someone can take all day to pick out magazines that they want to get?

This is your policy?

In training, you tell your people to ignore everyone in line and just keep talking about magazines??!!

I know they must get something for this ridiculous interaction at the time of sale but give us all a break!

The only reason we were going to the coffee area is because I said something! Nothing would have been done to allow us to buy from you !

This associates may all be hip and cool but you need to show them what old fashion customer service is.

I am not even going to mention the obvious .....Amazon ...sorry it slipped

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Former BAMFam - 32 d 24 h ago

Associates are forced to "Pitch" the free magazines to every customer, in their training they are told to ask three times before they are to give up. If an associate is not able to sell the magazines or refuses to, they can be written up, hours cut, or even fired. So maybe next time you want to be rude to an associate pray for them, because they have to deal with you every time you come in.

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Angel4teresa - 1 d 7 h ago

1

They don't tell u the magazine don't even come until 6 months later and ur charged within weeks without getting any free magazines. Then to cancel takes a act of Congress. I finally had to cancel my bank card which was a pain cause I pay a lot of bill with this card. They kept charging a large amount every month. Never again! And then the company don't care they don't even help u resolve the problem.

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C cubed - 1 y ago

0

I understand the "one star" rating. A couple of years ago, I put in a request for an out of print book that was said to be available in a few months.

I heard nothing after a few mobths, then found out that that location had closed with no notification.

I went to the location that was open, but they said they had no record of my order, but that the book was still said to be available soon, so (like an idiot, I paid for it..

Of number of months later, there was still no word, I asked them to check. They had never heard of me or my mobey, and unfortunately I had misplaced my receipt, and I was just plain out of luck.

I placed my order with Amazon, and while I'm still waiting, they keep up with it, and know who I am.

Should have gone with them first. I'll certainly never go back to BAM again.

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Anonymous - 32 d 46 m ago

Your card is not charged for an online order until the book ships, I hope that makes you feel a bit better, Also a store does not just close. They will have signs up left and right. It is literally impossible for any corporate store to call every customer and let them know a store is closing.

Also if you ordered at a store, that store is the only store that will have that record.

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BDT - 287 d 3 h ago

1

I have shopped BAM for at least 5 years in the Vero Beach, FL mall location. The first two years i did pay for a membership but found no real value in the coupons and lack of in store discounts for books, so the third year I declined to re-up. Even though I know the manager, every year (and every visit) I feel totally bullied into a membership or "free" magazine subscription or now it's "coffee for the groups", which for $10 bucks and a very small package, I would think it would at least be a 1 for 1 type donation. I'm sure they have coffee in the military for heaven's sake. Bottom line, I spend more time saying no politely and being pushed and pushed to buy something else than I do actually purchasing books, etc. I finally purchased the one magazine they carry (late in store every month btw) through a reputable publisher at a better cost and 0 hassle. Another male employee went on and on and wouldn't complete my transaction as he berated me because I wouldn't buy one of the three items mentioned above. In front of my child I got very curt with him and asked him to just stop already and ring up my purchase. I have tried to stay loyal because of the one employee but the last time sealed the deal. At 8:45pm a middle aged employee decided she would not longer accept cash for purchases and asked cash customers to leave. The mall closes at 9pm. The store hours state 9pm to close. I feel totally discriminated against. Because I have cash only I'm asked to leave? I had at least $50 in books in my hands. Very suprised she didn't Hussle her "free" magazines as WE were ushered out the door. Disgusted and Done with BAM. Stop the HUSSLING!!

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Anonymous - 32 d 49 m ago

1. it is "Coffee for the Troops" not groups

2. They are told to pitch these POS Sales to every customer, it is their job.

3. Managers are notorious for pulling the cash till before 9pm so their associates can go home at a decent time.

4. You are not offered the three free magazines if you only use cash.

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Zeke - 153 d 3 h ago

0

Do the associates at BAM do their own maintenance like lightbulb changing? Ladder stuff?

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Anonymous - 32 d 24 h ago

Yes, the Customer Service Associates are told to get up on a ladder and replace bulbs, replace damaged ceiling tiles, and more. Often when they are busy with the millions of other things that their managers have them do.

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Joe - 122 d ago

0

Buyers BEWARE! I placed an order for 2 items, got conformation, next day 1 item was canceled due to limited stock, day after that I get an email showing the item still in stock, so I ask why. Customer service says it was a computer glitch and sorry but I could re order. I decided no thanks I don't want the item. a week after that I get an email stating my order didn't go through because of my credit card, so I emailed an asked what was going on, they told me that they had the order they cancelled but my credit card didn't work. I didn't understand why the credit card didn't work, but reiterated I DO NOT WANT THE ITEM, no thank you. Today I got a text message saying my order has shipped, WHAT? what part of no did you not understand. So they apparently kept trying my credit card until it accepted. So I sent an email asking what was going on and I was perfectly clear I DO NOT WANT THE ITEM, they replied by sending me a return slip. Is books a million STUPID? I cannot believe after they cancelled it , their definition of cancelled is no back order, cancelled. Then without my authorization charged my credit card 2 weeks after I placed the initial order. I have all the emails as proof, and after all the conversations they still did not listen. I'm looking in to legal action because my emails could not be any clearer that I did not want it, it was canceled, but they charge my credit card after I SAID NOT TO. Who the fuck do they think they are? I'm so pissed off. To me after I said no, they did it anyway, That is theft, this is the stupidest company or stupidest people I know of, so I hope their CEO Sandra B Cochran sees this and knows her employees DO NOT LISTEN TO THEIR CUSTOMERS ONE BIT and are thieves! This experience blows me away, they are low down petty criminals and should be locked up for stealing

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Anonymous - 32 d 24 h ago

Sandra Cochran has not been CEO of Books A Million in 10 years. It is Terry Finley.

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Tom - 105 d 11 h ago

I will never shop at your stores again. Just put over 100 dollars of books back on the shelf. I do not find you placement if books about the president in the true crime section funny. I don't need your views on the presidency. I know my 100 dollars a month won't hurt your corporation but I hope you go the hell out of business.

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Anonymous - 32 d 24 h ago

That is a common mistake by customers, and new employees. Their True Crime section is a sub section of Social Sciences. So both books about the president and books on true crime both sit under the section of Social Sciences.

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Angie - 36 d 6 h ago

0

I was just in a store, trying to return/exchange a book set that was givin to my daughter for Christmas. The person who bought it didn't have the receipt. Not only is your policy stuipd but you employees and manger are nasty people! They stood there and was nasty to an 11 year old child. Told her that they don't take back books without a receipt. Saying it as Nasty as they could .. we can't do anything about it! I always loved shopping at your stores ... never again!

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Anonymous - 70 d 2 h ago

0

I was at Florence, Alabama store, a associate Elizabeth worked the counter. I had an item for a 10.99 price tag. I guess it was regular more, she threw fit got a Scottish accent and said it was wrong.... I'm not a moron I know how this goes and told her to get a manager. Once the manager this child to do what the customer wanted this girl told me she WANTED TO PUNCH THE PERSON WHO PUT THIS STICKER TAG IN THE THROAT

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Anonymous - 60 d 7 h ago

I call BS.

p.s. Learn grammar.

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Fran - 85 d 12 h ago

0

Just went into the books a million location in owensboro kentucky. Where the manager was standing in the door with it opened smoking a cigarette. The store smelled like cigarettes. I called the store to speak to the manager(becky) to only realize it was her. She apologized....yeah thats great....i believe since BAM is a public place you arent allowed to smoke within 15 feet from the entrance. So not only does your store in owensboro ky stink looks like management is setting a good example for their employees. Its sad really....i l9ve books a million but wont go back to smell the cigarettes.

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Anonymous - 72 d 29 s ago

Mrs. Fran get over it. People smoke.

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Anonymous - 70 d 2 h ago

Get. Your head out of your backside.

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Anonymous - 78 d 49 m ago

It is pretty sad and pathetic when the staff of BAM doesn't know their own regular or hoiday hours! Please educate your staff!

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Anonymous - 105 d 9 h ago

0

In Joplin Mo store a elderly gentleman was urinating in woman's bathroom- I went out and told 2 employees about - they just stared at each other - I asked then are you going to deal with it? They both went to back room to get manager- the man came out - I informed him that he was just in woman's bathroom- he appolgized . I went in - when I cam out the two employees were talking to dark haired woman with another employee- I asked where's manager ? The dark haired woman answered - that was her- I said - you waited long enough to not have to deal with it-

You policy is pathetic- I will let everyone I know of you lack of management and your policy and will never be in your store again! Toni Hill

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magazine - 270 d 7 h ago

2

Guys, Books- a- millions pushes their associate to sell those magazines. Most of the Books-a- millions associate hate pushing/selling the magazines at the register. Because they feel Books-a-million need to be more about BOOKS not selling magazines at the register. Also, feel that magazine company want BUT if an associate doesn't sell an certain percent of magazines per shift or week. They will get written up or hours taken away the next week on the schedule. If you notice why you get horrible customer service is because Books-a-million paids min. wage to associate. So that means you are getting associate that this is their first jobs, going to college or someone just working their until they find a better job. They have an very high turn over in employment because they don't pay that great and associates are tired so tired of pushing/selling magazines at the register.

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Pierce - 111 d 5 h ago

Thank you! I love working there but hate having to "push" mags. I'm one of two left at my store who actually care about customers and helps as much as possible.

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Jhutchison - 184 d ago

I'm actually looking for a corporate email address and need it right now.... NOT customer support. Your company gave my credit card information out and I am extremely mad actually words can't even describe how upset I am right now. Then on top of that your manager at the location I go to kept telling me I must've gave MY credit card to someone It must've been my fault ORRRRR this one was great said MY BANK gave my card out... come on seriously?!?!? Email me at (hidden)

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sadcamper - 264 d 5 h ago

John Harrison needs to visit 225. mulitple customer complaints re "Rocky" cashier and fradulent practices. Signs custmers up for MCC even when they say no, signs them up for "free" mags without fully explaining. I tired of hearing negative complains about someone management won't reel in because his metrics are "great"

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