I worked with some amazing booksellers and Managers when I worked at B&N. They had a passion for
book selling, were knowledgeable and you could tell they loved what they did.
The issue I think is that Many District and above leaders were not booksellers at heart. Let’s not forget that it’s the people above store level that for years have destroyed this company.
Worked for them for a little over three years. Really liked the products we sold, only problem was upper management and ridiculous “rules”. If you clocked in at 10:02 and started at 10:00 you were super late and got a write up. Fired if it happened twice. Just weird stuff like that so we lost some really good employees. It was always busy, people love physical media.
It is upper management which caused the current situation BN is in., but it doesn't have anything to do with being a bookseller at heart. This company underestimated the omnichannel portion of their business, leaving a lacking, difficult to navigate site. The pandemic has only reinforced this with the majority of customers now used to shopping from home
Upper management has always been the problem. Much worse since Len bailed.