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Here are their responses:
FROM CHAPTERS.INDIGO.CA
Thank you for your email to Chapters Indigo about why Costco prices are sometimes lower than ours.Costco offers popular books at discounted prices as loss leaders hoping that you will purchases some other items while picking up the discounted book prices. Their inventory is limited in its variety and they do not carry less popular books that may be low volume sellers. At Chapters Indigo Online, while we strive to offer our customers great value, we do not have an official “price-match” policy in place.If you wish to order from Chapters Indigo Online, we would relish the opportunity to demonstrate our superior customer service and support, and serve you in the near future.If you require additional assistance, please feel free to contact us. Thank you for choosing Chapters Indigo Online. Books, Music, Movies and More
FROM COSTCO.CA
Thank you for your recent inquiry through costco.ca.
Unfortunately Costco does not disclose internal information, what we can tell you is that Costco's maximum mark up on any item is 14%, much lower than any of our competitors' and this is the main reason why our prices are much lower than anywhere else.
If you have any further inquiries, please do not hesitate to write us at servicecanada@costco.com, or you can call our customer service agents at
1-800-463-3783 Monday to Friday between 9 a.m. and 6 p.m. EST and they will be happy to assist you.
Furthermore, we currently offer our members the opportunity to register to receive special offers exclusive to costco.ca. If you wish to receive these offers, please reply "YES" to this e-mail. Costco will not sell or rent your e-mail address to any
other party.
Both responses are somewhat generic and vague and, while I expected as much, I am still wondering if they have a cut and paste email approach to these kinds of questions. Regardless, I will admit to being somewhat amused when Chapters.Indigo.ca did, in fact, make the same accusation my former manager did with regards to Costco’s supposed “Loss Leader” policy and I was surprised to find Coscto.ca did very little to defend itself, even deliberately evading my very direct question.
What did I expect, right?
Truthfully, I know I will find myself amongst the book aisles of both retailers in the future as they are convenient, readily accessible and, in the case of Chapters and Indigo, have excellent selection. However, my loyalty has weakened a great deal after this experience. Not to mention, after the research I did this week, my eyes and fingertips have awakened to the rather large community of local independent and used book stores as well as the readily available online market. I think, from here on out, I’ll be broadening my purchasing horizon, folks.
As for how you feel, let me know. At the bottom of each posting you will notice a COMMENTS option within the footer. Choose it. Share with me your thoughts and join in the discussion. Or simply take the poll above. I am more than a little curious as to where your book purchasing loyalties lie. Surprise me.
6 comments:
Thank you for your research. I, like you, didn't expect much from either retail giant, and in a way, am disappointed that they have missed an opportunity to show integrity by taking a risk by being honest. I dislike generic responses. Having said that, I will say I voted in your poll, and seeing as only 2 people voted and both for Chapters, then process of elimination would say I was one of those two voters. Despite their mark up, I love the atmosphere of Chapters, even though there is an independent book store right across the street from me (from which you found me one of the best reads I had this year). I know, shame on me for not really supporting the place across the street. However, the last time I bought books was there, with you, and it came to a nice tally (nice for the store, not so much my bank account).
I agree, Chapters has worked very hard on providing its customer's not only with excellent customer service but also a great book searching and reading atmosphere. Even thought they took out most of their comfy chairs and nooks (I miss those), I do give them props for what they have accomplished in their stores. However, with a little research you might find a better independent book store than we did this summer and that search might be well worth the effort.
The one across from you definitely lacked the atmosphere you speak of, was extrememly disorganized and employed a teller who couldn't give us five minutes of her time because she was so intentlly stationed at her stool behind the desk, ironically with a book in her hands. The store also, if I remember correctly, specialized in early editions and rare copies but, I do not remember their prices being too far out of the norm on their mainstream collection.
Just a little tidbit that I did not have a chance to share in my blog. While I was trying to find the extra copies of The White Rose: Munich 1942-1943 that my book club is reading this month, I hit many of the used book stores in my community. In every case, except for one, I was provided not only with excellent service but "above and beyond" service, where the retailer did not just look within their own inventory but, also researched where I might find copies both online and in competitor outlets. In fact, out of the 10 or so stores I called, I received 3 new websites and learned of two new stores. I was very impressed by the community approach the retailers took. They never attempted to negate anoher retailer's performance or inventory but rather willingly introduced me to the many retailers within the book store community. It was a fantastic experience.
Like I said in my posting, I will certainly return to chapters and other large scale book suppliers in the future but, after the wonderful experience with my local independent stores, you can bet they will be my first choice from here on out. I strongly encourage you look around for an independent that meets your needs. You might be surprised by what you find:). Hey, do I hear road trip?
Long live the small independent sellers, and the library. I love going (or I used to, before baby number 2 arrived) to used book stores and the library to search through the piles of books finding wonderful and often forgotten treasures. I find that mainstream bookstores regardless of what Chapter said, only offer books that are popular and that they know will sell, if they are non sellers then quite quickly they can be found on the bargain shelves. They seldom offer the strange, unusual or often forgotten books that smaller independents have. The same goes for the box store video stores as well. Another beef of mine.
The unfortunate side effect is that most people just go to the box stores as it's more convenient then searching out the smaller independents; which are usually often out of the way.
The Clarks make a very good point. I had forgotten all about the thrill of finding a treasure in the forest of paper, whether it be at the library, an independent or a used book store. That truly is an awesome feeling. Thanks for the reminder.
I buy my books at Chapters, because that's where my wife sends me her wishlists ;-)
Guess that gives away where I have shopped in the past:)
Remind me to give you my list on paper, George, along with the even longer list of local used and independent bookstores.
And yes, I can hear your response from here. Forget the stores and embrace the library. Got it.
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