Kevin's story is pretty sad. After trying to reserve a book online and receiving an email that they were out of stock, he checked it himself.
To make a long story short, I checked online again, and the book was still in stock. So I went to the store, and within 30 seconds I found the book I had reserved, exactly where it should be in the Children's book section. Surprise, surprise.
The book industry is a competitive one. If Borders doesn't plan to win on customer service, then what is their strategy? If they do plan to win on customer service, that attitude obviously hasn't made it to the front line employees.