Turning the Page: Uncovering the Systemic Issues Plaguing UI’s Bookshop

Agnes Oyedokun

The University Bookshop, often envisioned as a haven for students to access academic resources with ease and affordability, has become a source of frustration and disillusionment for many students. Complaints about poor customer service, unpredictable price changes, and questionable practices have painted a grim picture of an institution meant to serve as an academic lifeline.

In an effort to understand and document the experiences of students, AFAS Press conducted an anonymous survey. The responses revealed a pattern of dissatisfaction that calls for immediate attention and reform.

One of the most recurring grievances from students concerns the erratic pricing of books. Multiple respondents shared experiences of being charged significantly higher prices than those initially advertised.

“I bought a book that was supposed to cost ₦1,500 for ₦2,500, even after the writer of the book clarified the price,” lamented a student. Another shared, “I went on a Monday to purchase a book my course mates had bought the previous Friday for ₦700. To my surprise, I was told the price had jumped to over ₦1,000.”

The inconsistency in pricing has not only caused confusion but also raised concerns about transparency. One respondent suggested, “Prices should be clearly displayed on shelves for transparency.” Others echoed this sentiment, expressing frustration at being charged arbitrary amounts for the same book on different days.

One of the managers of the bookshop, who spoke with AFAS Press, attributed these price changes to inflation and directives from publishers and authors, claiming, “It is very unlikely to find a book priced the same as it was the day before.” While inflation is a valid concern, the lack of clear communication and fixed pricing has left students feeling exploited.

If the unpredictable pricing wasn’t bad enough, the poor customer service at the bookshop has further fuelled discontent. Students described interactions with staff as hostile, dismissive, and unprofessional.

“The customer service is so poor,” one respondent shared. “If you ask questions about the books, they’ll either ignore you or tell you to leave, often after insulting you.” Another student recounted an experience where a staff member suspiciously omitted an item from their receipt and acted in a manner that discouraged any questions.

Such behaviour has created an environment where students feel unwelcome and undervalued. One respondent remarked, “The bookshop staff can do better. We deserve better treatment as paying customers.”

In an era where digital transactions have become the norm, the bookshop’s seldom refusal to accept bank transfers has baffled many students. One respondent recounted their experience:

“I got to the bookshop and realised they don’t accept transferred money. It’s weird that a 21st-century bookshop operates this way.”

The financial burden placed on students by the bookshop has forced many to seek alternatives outside the university. One respondent, needing books for their ENG117 and ENG118 classes, shared, “I can’t even consider buying them at the university bookshop. Altogether, they’d cost over ₦30,000. One novel alone is ₦3,000!”

Another student expressed outrage at the apparent exploitation: “The bookshop hikes prices when a book is in high demand. I once bought a book for ₦3,500 that had the original price of ₦2,500 boldly written on it.”

These practices have led to accusations of the bookshop prioritising profit over accessibility, with one respondent labelling it a place of “exploitation that needs to be stopped.”

The students have not only voiced their frustrations but also offered constructive suggestions to improve the bookshop’s operations. First, there is a strong call for transparent pricing, with students insisting that prices should be clearly displayed on shelves. Additionally, any changes to book prices should be promptly communicated to prevent confusion and mistrust.

Improved customer service is another key recommendation. Students believe the staff should undergo professional training to ensure courteous and respectful interactions, creating a welcoming environment that reflects the university’s values.

There is a demand for accountability measures. Establishing a system to address complaints and ensure fair practices would help rebuild trust between students and the bookshop. By addressing these issues, the university bookshop could better serve its role as a vital academic resource.

The university bookshop, a cornerstone of academic support, has strayed far from its intended purpose. While inflation and economic challenges are understandable, the lack of transparency, poor customer service, and refusal to modernise payment systems have alienated the very students it is meant to serve.

With its central role in students’ academic lives, the bookshop has the potential to be more than just a retail space. It can serve as a hub of support, providing students with the resources they need to succeed. By addressing the concerns voiced in the survey and implementing these recommendations, the bookshop can evolve into a space that truly reflects the values and aspirations of the university it serves.