Barnes and Noble: "We Don't Need No Stinking Feedback!"
I tried to order a book from Barnes and Noble as a guest. It is not possible. The order form does not allow this.
I did a brief screencast to demonstrate the problem. But B&N does not offer a feedback option on its site.
It offers a chat forum, but it is available only to members. I had to join. I did this only as a favor: to help the company solve a huge problem.
I waited five minutes, as I was warned. Then, with five seconds remaining, the site kicked me back to #33 in line -- no estimated time.
I left the site and wrote this article. Then I went back to the chat forum and posted a link to this article. I hope the chat agent will send it to his superior. It needs to get to the executive vice president of order form management.
B&N will never catch up with Amazon. Amazon makes it easy to order books. It honors the #1 rule of sales: "Make it easy for buyers to spend their money." Barnes and Noble does not.
Barnes & Noble does not have an employee beta test its order forms daily. For a large online company, this is mandatory.
Always assume this: "All guns are loaded. All order forms are defective."
I tried to send this screencast to the customer service department by email. This is not possible, as you can see.
This is the company's share price.
