p pol The Adventures of Carboman: Indignant Behaviour Of xxx Bookstore Staff

Monday, December 18, 2006

Indignant Behaviour Of xxx Bookstore Staff

I was at the Subang Parade branch of xxx Bookstore with the family yesterday to kill time while waiting for lunchtime hunger to set in. Carbo Kid knew where the children's book section was as it wasn't our first time there. After buying my Sunday papers, I joined him on the floor where he was engrossed with the jigsaw puzzle-book. While he was fixing the puzzle and I was reading the sports section, one of the store assistant roughly took the puzzle pieces from Carbo Kid (who was too stunned to respond) like he wasn't there and proceeded to walk off. I was watching the entire proceeding and I couldn't take it anymore and I let him have a piece of my mind. Unfortunately there was only one parent around us else I'd have made a bigger scene. I told the assistant that he was behaving worst than a kid by simply snatching off the things and to my increasing anger, he had the cheek to tell me off that I should have stopped Carbo Kid from playing with the puzzle/book! I was holding back my temper and I replied with some simmering menace that they puzzle/book was already opened on the floor when Carbo Kid arrived and that if they didn't want anyone to browse, they might was well wrap up all their books. Not satisfied, I lodged a complaint with the Supervisor on duty before we left the store.
 
I can safely say that yesterday's the last time you'll find me at that branch which is unfortunate because xxx has always been very kids friendly. Their children section are always crowded and the kids are always seen on the floor reading. You won't find another bookstore that allows such level of "abuse" to their books. But this single branch has somewhat tarnished my experience with them and considering the amount of money I spend on books each year, they have lost a customer.

9 Comments:

  • M*H bookstore? Customer is not always right, right ?

    Is Kino bookshop beter for kids? I think there are kids friendly bookshop in KL maybe in Mt Kiara, TTDI or Sri Hartamas - I read about it in the the Star newspaper

    By Blogger krunner, at 7:00 PM  

  • Yeah the MH# bookstore in Subang Parade is not known for their friendly staff. What's the big deal with allowing kids to read their books? Adults do it all the time in that particular bookshop. Heck they do it in practicaly any bookshop. I mean that's the whole purpose of a bookshop isn't it? People will read in bookshops! Some will even curl up in a corner and read the entire book right there in the shop. If they can't face that fact, they might as well not be in the book business in the first place. Kino's in KLCC is one of those really KEDEKUT bookshops. How are people suppose to shop for books if all their merchandise are tightly wrapped up? And when you unwrap them witout "their friendly assistance" you get dirty looks.... I've since boycotted that bookshop.

    Try Borders instead. Not only do they have an excellent selection of books, you can also read till the cows come home or till the store closes whichever comes first.

    By Anonymous Lawrence, at 10:41 PM  

  • Sorry to read about that incident. The action by the MPH staff was inexcusable, no matter how you look it.

    By Anonymous pm19, at 9:26 AM  

  • yeah, we consumers must make our voices heard. retailers in this country just don't get it. there's a koay teow soup seller in klcc foodcourt who flatly refused to entertain my fren who wanted to add fishballs and are willing to pay for it. wanna give business but not interested.

    By Blogger Carboman, at 6:19 PM  

  • carboman: publish a blog with their names n spread it out. teach them a lesson. the bloggers community will definitely help out.....we dont need such service in the country

    By Blogger C-CUBE, at 9:57 AM  

  • Aiya, look from their point of view la, no book-shop can afford to let us thumb through their books if we have no intention to buy it. Who is going to buy a book that has already been gone thru by many?

    Bookshops also need to make $$$!

    By Anonymous may, at 10:26 AM  

  • May: Thanks for your first post on my blog. While you're entitled to your opinion, I don't agree with your standpoint on a few counts.

    As I've already mentioned in my blog, I have no qualms "complying" to the "rules" of the bookshop provided the items are shrink-wrapped. For example the CDs, boxed educational sets and toys in the store are all shrink-wrapped - rightfully so. And I'm against opening these items without asking for the store assistant's help. And unless the books are also shrink-wrapped, I see no prohibitions in browsing (or as you put it, thumbing, thru the content). I also believe consumers have every right to browse.

    Kinokuniya have responded to complaints from their customers and hence have provided nicely plastic-wrapped browsing copies (a copy for each title but it's an already sufficient gesture). Like what Lawrence commented above, Borders encourage browsing. In fact when they launched their stores in MY, they used that as a selling point, saying what's the point of keeping books inaccessible? Unlike yourself, I'm not one to purchase anything without first browsing, unless of course if I'd already known that the particular item is the one I want.

    I also think that you're missing the point of doing business. Business is about giving the customers choices, good customer service and value. You can't do business if you're concerned about some of your books being dog-eared, or some shoppers opening your liquid softener bottles to smell the fragrance. If we adopted your stand, Baskin-Robbins won't offer samples of their ice-cream flavors, we can't test drive cars (Proton excluded here but see how they're faring now), adidas won't offer a 28-day guarantee ("what are we gonna do with the worn and returned shoes?!") and you can't probably try out the blouse you tried on in the sale ("who's gonna buy that now that you've tried and didn't like it?").

    I won't ask if you've got kids yourself but as a parent I won't stand back if my son who is too young to defend himself is being treated unfairly and roughly while I'm being accused of opening the package. And I certainly will inculcate the value of standing up for one's rights to my children so that they don't grow up to be such passive citizens that Malaysians are so famous for.

    By Blogger Carboman, at 5:16 PM  

  • Yes, Carboman,i agree with you.

    The only thing is I, have on a few occasions, been forced to buy the last copy available and the book/mag is so 'well-browsed', that i wish people who have no intention to buy, don't just stay curled up in one corner reading the book fr the front 1st page to the last and leave their marks all over the book and people like me will in the end buy the book, and at full price too!

    Even at Kino, if i wish to look thru a book, which i will do with intention to buy, i will go thru it delicately so as not too inflict the same treatment onto others who may wish to buy the book should i choose not to.

    Only my point of view...and by the way, your running abilities impress and inspire me!

    By Anonymous may, at 2:47 PM  

  • May: Yup. There are of course some self-centred people out there who flip thru books like they already own them. On the part of the retailer, they should consider selling the browsing copies off at a big discount. I know of one kid's shop in The Curve where they truly adopt the western way of retailing. While I was about to pay for a CD, the cashier told me that they have a few copies that have cracked CD covers and that if I don't mind, I can buy them at 20% off. I bought them naturally and I was impressed with the choices they provided me rather than just selling what they have on the shelves. Unfortunately we don't see many of these out there.

    BTW I could hardly call my racing impressive. Very very shy case really. If you're a beginner, we'd really like to have you join our free Beginner's Running Program taking place evenry Sat at the Lake Gardens. Details here: www.runnersmalaysia.com.my

    Wishing you a Merry Christmas and a Happy New Year.

    By Blogger Carboman, at 9:52 PM  

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