Was at a different BN and they called to this location to place a book on hold. I've never had a book on hold before. I got there and went to customer service desk and waited. Noone was there. 2 employees walked by me to go assist at the registers I called out to one, he was very focused. Neither asked me if someone was helping me. I flagged someone else down after a 10 minute wait. He went to help the guest he was with first (I understood) he came back to go get the book I had on hold. This took a few more minutes. While he was gone a lady that presented as a manager asked me did I need something, I calmly expressed my experience at this location and that this was frustrating. She said when I get my book I can pay at the registers. No empathy or anything, just dry words. I paid for my book and left. I've been a good customer with Barnes and Noble for a long time (over 25 years) and this was my first less favorable experience. I get having an off day, but if customers who are giving respectful feedback bother you, maybe take a sick day instead of unkindness.