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What makes it confusing is that you can check local store inventory online, order online at the online price and pickup in an hour from the store. However if you grab the book yourself from the physical store and save them a step, they absolutely won’t honor the online price. You have to order online and wait an hour while they take the book off the shelf for you. Or you get exasperated with the ridiculousness of the whole thing and buy from amazon leaving b&n with no sale.

> However if you grab the book yourself from the physical store and save them a step

The average customer gettibg the book themselves rather than ordering it and picking up at the counter is imposing more cost (and that's even more true of the average in-store customer, who probably hasn't searched online for a particular title and checked inventory and then decided not to do online purchase and pickup; by doing that you are making yourself indistinguishable, from a pricing policy perspective, from a much more expensive to serve class of customer.)

I feel like the response then is to get the manager and do so in front of them.

If you pick it up directly from the store you pay for the convenience of having the item right now.

They should at least be price matching their own website.

They don't want to make to convenient for you to get the online price at the store. They want to force your to the extra step of ordering and waiting.

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