I think this a a great letter. Good, Bad, or Indiffernt, this entire story line had taken a quantum leap in making "reading" popular.

I think this letter was meant to show how one company's decision may cost them customers. I've been a loyal customer of both stores equally over the years and have found Barnes and Nobel to be much more customer friendly than Boarders.

I don't understand why people don't see that, by losing ONE order, they are helping the competition gain TWO plus the extra profits they'd have made with the cafe purchases. She really isn't asking for much.