BYU Store — Attraction in Provo

I have used the BYU store 20+ times since beginning at BYU as a freshman. It is inefficiently run and the books are overpriced. I have never found a book sold somewhere else that was more expensive than at the BYU store. The customer service representatives are kind and try to be helpful, but things are just not run very well.

For example, I order a book online. It says it's in stock. I think "great, save myself some time. I pay online, and they have it ready, I just pick it up and walk out."

Instead, I show up, and they say "oh, it has to be ordered." I walk 20 feet to the shelf, and there is my book in stock. I say "okay, I've already paid for this, can I go?" And they say "no, if you want this book, you have to pay for it, and then when the other book arrives, you will need to come back, physically pick it up, and then go to the returns desk and return the second copy." Seriously? Isn't the whole point of e-commerce to be more convenient? Instead of making things take EVEN longer and then have to buy something twice and then return it? Not well run.

Luckily an older manager/associate said "why don't we call the orders department and just have them cancel it" after realizing how redundant and inefficient it was to do what I just outlined. They figured it out, and now I'm praying that I don't get double-charged for this book.

Bottom-line is: if you can get your books somewhere else, get them somewhere else. The people are nice, but the prices aren't, and neither is the way they...

Absolutely terrible customer service at the Pack & Ship downstairs. (Description of employee for any follow up needed by admin: Female employee with glasses and blonde hair that works on Tuesdays winter semester of 2020)

I come in with a computer monitor for shipping a return. Here we go with the story:

She says they don’t have boxes big enough to ship this product- BUT WAIT: I’ve shipped LARGER things from here before. Multiple times. Once, they even combined boxes to ship it! So this is not accurate.

Okay fine, can you at least print the shipping label off of the computer printer so I don’t have to lug this 27” monitor over to the library to print it out? “Oh we can’t do that.” Are you sure? I literally SEE A PRINTER AND A COMPUTER RIGHT THERE. “No no, we cannot do that for you. The library has public access computers—“ yes thank you I’m very familiar with public access computers thank you very much as having been here as an undergrad and now grad student.

She didn’t even get up out of her chair to greet incoming customers, didn’t stand up to explain anything, didn’t even apologies. All just denial and would rather sit there.

Now I’m lugging this thing across campus. So steamed. I hope there’s some discipline and training. Please respond to this to show you guys at least care at all about training capable employees.

Edit: I’ve even worked as an employee at the BYU store my freshman year and man, I understood and performed much better service than this...

I recently ordered two textbooks. When I went to pick them up, they had given me one wrong textbook and left out one that I needed. I was in a rush and had to go to class. This was about four days after the add drop deadline. Two days later, I went to return it. When I talked to the sales associate, an older, gray haired lady, I was told that since it was past the add/drop deadline, all returns had ended. I am confused why that's the policy because I had picked up my books before the deadline... so how was I supposed to return books for a deadline before I even had them? I tried to explain my situation to this lady, but she was brash and rude. She would not budge and would not bother to help me. I left holding back tears. I got in another line, not knowing what to do other than try to sell my book back to the store. This was a $200 textbook I had been charged for, and I really can't afford to just lose that kind of money. Marlee, another associate, listened to my dilemma. She was so sweet and understanding and helped me out. She is the epitome of what a sales associate should be. I was very disappointed and frustrated with the older, gray haired lady, and I wish she could have been less rude to me. Moral of the story... I wish that the store would better work with their employees on helping them and their situations rather than brushing them off. But to Marlee-- thank...