I see your point, it probably has more to do with culture than hiring. The employees (at all levels) do appear to have done what was required of them with a fr

I see your point, it probably has more to do with culture than hiring. The employees (at all levels) do appear to have done what was required of them with a friendly tone. Where I think this becomes a hiring problem is that I would expect that somewhere along the way that Barnes & Noble would have hired somebody who would actually do what they were hired to do - Customer Service. In my opinion, this issue was never resolved and therefore every representative who worked on this case did NOT actually do their job. No representative (regardless of the process) should promise a call back if they don't actually intend to follow through. If Barnes & Noble had hired correctly, the system wouldn't have failed this miserably.