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I have been a barnes and noble member ever since I first found out about the membership program (10% off almost everything and members-only coupons!!). Its only $25, and I save much more from the 10%+ that I get from their coupons and member discounts on my textbooks every year. Right now they're even offering free shipping on orders with a $10 minimum.
I like going to the physical store too and just having a cup of coffee. I really like the cozy atmosphere and how they dont shoo you away for flipping through magazines and such (well, i DID buy a $5 cup of coffee... granted, it was a venti java chip frappuchino...!).
So far I have not had any bad experiences with barnes and noble representatives. They are always friendly online whenever I lose my membership card and have to request a new one (free of charge). And in store they are really warm, so I think the company overall has a good attitute towards customers.
Sometimes amazon will offer slightly lower prices, but usually if I use a coupon on top of my membership discount the barnes and noble price will be better. They ship faster than amazon, in my experience.