When's the last time you had a day when at least one customer (and more often two, three, or ten) didn't complain about something?
It's either no customer service, (new and cheaper) employees who have no idea how to help them and have probably never read a book outside of a school assignment, books in wrong sections, boxes all around, the general state of the store...
We here those and a myriad of other complaints on a daily basis.
Does anybody believe we'll actually see people return if something doesn't change drastically and soon?