Borders has failed to learn anything from Amazon
I went in to one recently looking for a number of books. I couldn't find anything on my list.
Was there a nice terminal I could bang the title into to see what was in stock? No (my small Uni [Poly] library had a couple of these 15 years ago). So I had to hunt down an actual expensive, busy, can-only-serve-one-customer-at-a-time human.
After I'd asked the guy to look them up and he confirmed they didn't have any of them, that was it. Why didn't he offer to order one? Get it delivered to my house tomorrow morning? Get it delivered to the shop so I could pick it up during lunch (better than missing a packet)? "Is it a present? We can have it gift wrapped and on their doorstep tomorrow morning." "Should have some in soon, can I call / email you?"
All of these could be automated.
Hell, they could just use Amazon. The shop would still get a cut and I'd be a damn site more likely to visit it again.
How are they supposed to compete with the wonder of Amazon when they take no advantage of having a high street presence beyond that of any other shop?