Representatives from Barnes & Noble College Bookstores met with students and administrators last Thursday at an open advisory meeting to discuss concerns about the Tufts bookstores on the Boston and Medford campuses. High prices, poor customer service, and problems with inventory were some of the subjects brought up at the meeting.
There have been active efforts to improve ties with the University, Barnes & Noble representatives said, but much of that work is not recognized by students. "Our relationship with the campus has gotten much better," Bookstore Manager Ron Gill said. By donating thousands of dollars to the school in textbooks, clothing, and gift certificates each year, "We're trying to be a part of the school _ not an outsider," he said.
Many students believe that the company is just out to make a profit, but Barnes & Noble hopes to change that perception, Gill said. "I know students only see the book with a $100 price tag, but we really would like to give money back to the students," he said.
A number of sites on the Internet sell books at cheaper prices than Barnes & Noble because many distributors do not have a fixed retail price. But the buyback option can compensate for this price difference, Gill said.
Barnes & Noble will buy back students' textbooks at 50 percent of their original value if the company knows in advance that the book will be used again the following semester. The same offer applies to used books as well. The company is willing to perform this service because, "we know that we take enough money out of your pocket," Gill told students at the meeting.
In order for buyback to work, though, faculty members must note repeat orders on a paper form due every Oct. 15 and Apr. 15. Although these deadlines do not change, only 60 percent of faculty turn in their forms.
"It's getting better, but our company standard is 75 percent," Gill said. "Getting that booklist in from faculty really helps us and helps you guys get more money back," he said.
Currently, Barnes & Noble pays roughly $72,000 in buyback money to Tufts _ a figure that is relatively low compared with other schools Barnes & Noble works with, especially since Tufts' bookstores do roughly $3 million worth of business each year in textbook sales alone.
Tufts' low participation in the buyback program is largely due to uninformed faculty members, Executive Associate Dean of the Friedman School of Nutrition Science and Policy David Hastings said. "I don't think faculty knows that if you just wait one more year to get the brand new addition you'll save your students 50 percent," he said.
The problem is compounded by the fact that students do not know that greater attention to the issue by the faculty could save them money, Director of Dining and Business Services Patti Lee Klos said. Barnes & Nobles' offer needs to be better advertised on a number of levels, she said.
Students can help by word of mouth, Bookstore Assistant Manager Kerrie Ann Cote said. Klos said she will look into posting information around campus, in the dining halls, and on the web.
Barnes & Noble Regional Manager Glen Hoyle said that the company will try to reach faculty members _ possibly by speaking at staff meetings, as recommended by Tufts Community Union President Melissa Carson. "Our job is to raise faculty consciousness and continue to remind them to get their orders in," he said.
The company was receptive to other complaints about the bookstores. Barnes & Noble has hired a new manager for the Boston bookstore, Mike Ford, who is expected to help with inventory and customer service problems the store had experienced in the past. Additionally, the problems with the physical layout and appearance of the Boston store will be addressed.
The advisory meeting was open to all members of the Tufts community, Gill said, because Barnes & Noble hopes continue fostering a positive relationship with the school. "Barnes & Noble gives me my check every week, but you guys pay me," he said.
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