Borders Store Staff

Why is it that Borders' personnel do not have a special phone line to address customer issues?  Why is it that Borders' personnel tell you that you must buy something at Borders for them to enter in your E-mail address when you can do this for free on-line?  Why is it that Borders' personnel have to sort through papers to find out what the customer care line phone number is and don't even know the hours of operation of the care line?  This is the sort of frustration I encountered when I was in Borders yesterday.  I don't even think there was a manager there to handle issues.  I even have a Borders Rewards card, but they couldn't tell me why I don't get coupons anymore.  Why couldn't the staff take care of this in the store?  I am fed up.