When I've gone to Barnes and Noble recently, I've found editions of books in prominent places that were poorly printed. For instance, one hardcover with a fancy binding had very thin/transparent pages to the extent that the text was less legible. Don't get me started about the trade paperbacks that I suspect will have the binding break immediately.

I wonder if Barnes and Noble sells reduced quality books the same way that Wal*Mart gets brands to make cheaper but reduced quality versions of their products for their stores.

Either way it turns me off. They are pretty good at getting me into the store to use my laptop at the Starbucks or for when my son is doing a group project and the other students are meeting there -- only to immediately turn me off with inferior products.

As in the story above, bad experiences don't just cost a sale immediately, but they might cost all future sales from that customer.