Barnes & Noble Bookstores (retail stores)

Review: I placed order number [redacted] on Thursday 8/**/14 at approximately 8 PM. As soon as I got the confirmation email, I realized that only my new billing address updated, not the shipping address as well. I immediately called the customer service number and reached a call center, I am assuming in India by the accent of the two different customer service reps I spoke to. I called two separate times, attempting to get someone that could help me. Both claimed they could not change the address or cancel the order, although it had not been shipped or charged to my card. When I asked for a supervisor on the first call, he proceeded to put me on hold for 16 minutes, then I hung up. I immediately called back and got the same answer. I asked for the information to contact the company that my book would be coming from and was told they do not have contact information for them. When I asked why Barnes and Noble is representing/acting as a broker for a company they can not get in touch with, all the rep could say is "uhhhhh". I have done a lot of business with Barnes and Noble as well as many other people that I know....but that will no longer be the case. This is by far the WORST customer service I have ever experienced....honestly, I had better luck with the POST OFFICE trying to fix the situation there.Desired Settlement: Maybe consider using an AMERICAN company as your call center. It was very disappointing to find out not only that Barnes and Noble outsourced the "Customer Service" but also that the great service you can find in stores is not backed by the corporation as a whole. I WILL be spreading the word as far as I can in an attempt to slow at least a small portion of the business conducted at Barnes and Noble stores and online.

Review: I rented a book for college. The book never left my dining room table and upon returning Barnes & Noble charged my debit card $150 for a damaged book. I never highlighted nor tore any pages out of the book. I called customer service and they did not have an answer as to what was damaged on the book. I asked for a picture to show me the damaged product and they said that they had already destroyed the damaged book. I spoke with two represenatives and neither one could give me an answer as to what was damaged. They did not offer any kind of solution to this problem. My bank account was put in overdraft due to Barnes and Noble charging me $150.Desired Settlement: I would like a full refund of the $150. I did not damage the book in any way. It was returned in the same shape that I recieved the book in.

Review: I purchased a book. I ordered it in the store & it was delivered to my house. It was the wrong book so I returned it within the 14 day return policy. I never got a refund. This book was $45 so I would like my refund. This was back in June.Desired Settlement: I would like my money back.

Business

Response:

Dear [redacted] ,

We reviewed the complaint submitted by [redacted].

We can confirm that [redacted]’s returned order has been refunded as of September*, 2013. A refund of $45.06 has been processed to [redacted]’s original method of payment. We apologize for the delay.

We have been unable to reach [redacted] at the telephone number provided on the complaint. If [redacted] requires any further assistance, she may contact me directly at ###-###-#### M-F 9am – 5:30pm EST.

Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Review: I received a defective Nook Glow light for Christmas. I began calling Customer Service on Jan. *, 2014. At that time I was told that I would receive a response in 5 business days. Subsequent communication : 1) e-mail from B&N Jan. *, stating I would receive a response in 3 business days; *) A second call to Customer Service on Jan. **, when I was told that my request for replacement had been approved. At this time I was asked to give a credit card # to ensure I return the defective Nook, which I gave; 3) an email on Jan. ** stating that my request was being reviewed and I would receive a response in 3 business days; 4) a third call to Customer Service on Jan. **. Rep. stated that she would forward my request and I would receive a response in 3 business days. At this point I asked to speak with a [redacted]. The "[redacted]" told me that my request had "issues" , but could not tell me what they were! She offered to have my request reviewed and I would have a response in 3 business days. When I asked to be transferred to her [redacted], she said could not do this, but took my phone # and said "someone" would get back to me in 24 hours. Tomorrow is Sat., does anyone think that is going to happen) When I asked for her full name, title and employee #, she refused, saying it was company policy not to give out that information.Desired Settlement: Replace defective Nook

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Order # [redacted] I received an automated email on 6/**/13 at 2:44pm from B&N that my order was scheduled to ship, however according to the packing slip, it was not printed until 9:52pm - which is over 7 hours later. I also requested "EXPRESS" Shipping, which I paid an additional fee for, to have the book in 1-3 business days. With most companies, Express shipping would indicate that the item would be coming via FedEx or UPS directly to the customer. When I received the tracking information the next morning, and checked the status of delivery - found out that this order was being sent UPS SurePost - which according to UPS - is the cheapest method available (UPS delivers to the local post office then the post office delivers the next delivery day). I contacted B&N Customer Support online chat on 6/**/13 and was told by [redacted] that SurePost was the default shipping method but was not given an answer as to why this could not be changed. I also contacted UPS via their online chat and found there was an option to receive my package via UPS directly, but it would be an additional fee. I have since signed up with this service from UPS and will not have to worry about paying for express shipping and not receiving it. I order products from [redacted] using their [redacted] shipping (2 day shipping for FREE) and [redacted] will normally ship it UPS next day at no additional charge. I ordered this book from B&N for only one reason, it was $30 cheaper than [redacted] but had I paid the additional money, would of received it the next day or at the latest, Friday from [redacted] without the shipping charge or sales tax. This is not the first issue that I have had with B&N either. On a purchase of a Nook and a B&N Member, which is supposed to receive "Express Shipping", it was delivered via UPS Sure Post and were supposed to receive it within 1-3 business days from the day we requested the replacement -- NO, they told us it could take 1-3 days before it shipped, so expect 3-5 days before we received it after it was shipped but they wanted the replacement back immediately or they would charge my card. After 3 replacement Nooks (4 including the original), we decided to switch to a Kindle and surprisingly, the first one ordered from [redacted] has had no issues.Desired Settlement: I would like Barnes and Noble to refund the $4.98 that I paid for the express shipping AND to place a disclaimer on their website for the "Express Shipping" that they offer that it is being sent via UPS Sure Post or FedEx Smart Post. Also, I would like a refund of the $3.50 charge from UPS for the additional upgrade. In total, I am demanding from B&N a refund to my debit card in the amount of $8.48 for shipping that I paid on a book that I need for my Master degree level course.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted] regarding his online order. We can confirm that [redacted]'s order was delivered on time.

Our records indicate [redacted] submitted his order on our Barnes & Noble website on Thursday, June **, 2013 for an item whose availability was advertised as ships within 24 hours. Shipping messages on the Barnes& Noble.com website are explained in the "What Our Shipping Messages Mean" section of our "About

Shipping" Help Page (found here:[redacted])

After you have placed your order, we will check our inventory and then send you an email containing your order summary and the dates we expect your merchandise to be packed and ready for shipment. Once your order is ready to leave our warehouse, we will send you an email confirming that it is ready to ship."

As confirmed in the enclosed attachments, we sent [redacted] an email notification on June **, 2013 to advise him that the expected ship date of the order would be June **, 2013. We also sent a shipping confirmation email on June **, 2013 once the order was packed to leave our warehouse. [redacted]'s order was picked up by the carrier on June **, 2013 via UPS tracking# [redacted]. The order was shipped via our Express Shipping method which takes 1-3 business days to arrive after the order has shipped. The UPS online tracking information confirms the order was delivered on Monday, June **, 2013.

In light of these circumstances, [redacted] is not entitled to a refund of the shipping charges on his order. However, in the essence of customer service, we have issue a refund in the amount of$5.28 to [redacted]'s original method of payment on July **, 2013.

Please do not hesitate to contact me should you have any further questions or concerns.

Sr. Consumer Affairs Advocate Barnes & Noble [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I rented an electronic textbook from this company, and it was provided in the form of a reader called [redacted] which is completely unusable. It won't even display a full page at a time, you can't search for terms in the text and it's difficult to even turn pages and you have tool bars that seemingly pop up at random when you don't need them and are hard to get to pop up when you do need them. This reader is a horrible product and every consumer should be warned about this product, which I intend to do through social media if my concern is not addressed by Barnes & Noble.Desired Settlement: I would like a full refund for this totally unusable product, as well as an apology.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

Sincerely,

Review: In early September, 2013 I ordered a book from Barnes and Noble through [redacted]. Barnes and Noble sent me the wrong book. I have repeatedly emailed Barnes and Noble and [redacted] and Paypal*, using the email addresses they provided for complaints; none of the three businesses will respond to me, not even to confirm receipt of my emails. I have also called Barnes and Noble repeatedly. Barnes and Noble will not help me on the phone, instead telling me to use the email address again. No one will tell me what to do with the book they sent me, how they will cover return charges, or how I can get the book I ordered and for which I was charged. At this point, I want my money back, but, again, no one will respond to or acknowledge my request.

*I don't know why Paypal is involved in this transaction. I did not use it as my payment method, but it is one of the three businesses that lists itself as involved in the transaction and it provides an email address as a course for dispute resolution, despite its failure to help in any way.Desired Settlement: The businesses involved need to provide an immediate and full refund to my credit card.

Business

Response:

Dear [redacted] ,

We reviewed the complaint submitted by [redacted].

We regret to learn of the incorrect item [redacted] received in his order.

Our records indicate that the order number referenced in this complaint is for an order placed through an [redacted] account. Barnes & Noble does not have [redacted] billing information and we are therefore unable to process a refund directly. As [redacted] confirms his purchase was made on the [redacted] website, he will need to contact eBay.co m directly to obtain a refund .

We have attempted to reach out to [redacted] directly to ex plain the order/refund process; however, we have not received a response to our inquiry. [redacted] may contact me directly at [redacted].

Please do not hesitate to contact me should you have any further questions or concerns.

Review: I am greatly saddened Barnes and Noble Nook support did not provide me with the service I always relied on. I had great faith in Barnes and Noble. I purchaed a Nook however my nook is defective. I am hurt that one of your manager's and customer service representative used their discretion for the nook support extended warrently. In today's market there are many other companies who compete with the Nook. I loved and adored my Nook I ended up purchasing another device for my niece. I can not understand why you could have honored my extended warrently and allowed me to receive another nook as a customer courtesy? My son asked me for a nook I refused to purchase him a Nook because of the way I was treated by your company. Instead I paid the extra money and purchase him an Ipad mini yes it is more expensive then the nook but at least Apple is more than willing to service my nook as much times as needed. I even paid the extra money for the applecare plus. Anyhow I have a defective nook in my home program? I wish my experience with Barnes and Noble could have ended differently.Desired Settlement: I would like to have my nook replaced as a one time courtesy.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We appreciate that [redacted] has made NOOK her Tablet of choice and regret to hear of her dissatisfaction with our NOOK support department.

Our records indicate [redacted] NOOK Tablet was purchased on September *, 2011. [redacted]'s purchase included our 1 Year Limited Warranty which covered the device against manufacturers' defects through September *, 2012, and a Protection Plan which covered the device was accidental damage and handling. The Protection Plan was to be good through September *, 2013. However, we show that [redacted]'s Protection Plan was utilized on a replacement device processed in December 2012. As stated on our website in the Protection Plan coverage details, "The term of this Agreement begins on the date of the Covered Product delivery and continues for the period indicated on your sales receipt and/or the face page of this Agreement or until a claim is paid, whichever occurs first ..." This indicates that the Protection Plan is a onetime use only.

When [redacted] contacted our digital support team on March 2013 her device was more than six months out of warranty; therefore she was not entitled to a replacement device. In the essence of customer service, we have sent [redacted] a replacement NOOK Tablet. The replacement was shipped to [redacted] on August **, 2013 via USPS tracking # [redacted].

If [redacted] requires any further assistance, she may contact me directly at [redacted] M-F 9am - 5 :30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

Please do not hesitate to contact me should you have any further questions or concerns.

Review: I purchased a nook HD+ from Barnes and Noble.com. When I received it, I found the screen flickered. I called Barnes and Noble service and they walked me through steps to try to resolve the issue. The steps did not fix the problem. I called back Barnes and Noble and they said they would send a replacement. I received the replacement, however, it was a Certified Pre-Owned unit. I originally purchase a new unit, and did not want a Certified Pre Owned as there is a price difference (the Certified pre owned being cheaper) and I was not alerted prior that I would get a certified pre owned as a replacement. So I called Barnes and Noble the moment I received the replacement and said that I bought new so I wanted a new replacement not certified pre owned. I was told that they did not have new ones in stock and did not know when they would, if ever. So I said I wanted a refund, since I knew I could go down the street to [redacted] and get a new one. Barnes and noble said ok, and gave me a return shipping label. I sent the broken tablet and the certified pre owned tablet back (tracking numbers [redacted] and [redacted]) which tracking shows they received both on 1/** at their dock and signed by someone named [redacted]. I have been back and forth with Barnes and Noble since and still have not received my refund. Then today I called and was informed by the service agent [redacted] that upper management said they will not issue a refund since a replacement had been sent even though they acknowledged that I returned it. I said how can that be, I have no tablets and no money refunded. [redacted] said she was very sorry, she tried very hard to convince upper management but to no avail. She gave me a reference number: [redacted] and an email address to management ([redacted]). I asked if she could please send this conversation and outcome to my email but she said she had no email capabilities. I said that I will be filing a complaint with the Revdex.com and she said that she will have management call me back. I explained that I have spoken with their management team at least 2 times before without any success in getting a refund and that I did not know any other action than to go to the Revdex.com.Desired Settlement: I have sent back my original Nook HD+ and the pre-owned Nook HD+ replacement and I would now like the $149 that was promised me in early January.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnes & Noble Bookstores (retail stores) has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I had an issue with a purchase and consulted the in-store customer service who simply reiterated the store's return policy and refused to assist further. I then followed up on this issue by writing to Barnes & Noble's customer service email address. I received a response which, yet again, reiterated the company's return policy, and did not address any of the specific points I described in my communications. I feel that not only was my concern not resolved, but the customer service agent did not even appear to be aware of what I had written. Please see the email thread below (read from the bottom up) ________________________________________________________________ Dear [redacted]l, Thank you for your email. We sincerely regret any confusion regarding our Returns Guidelines. Magazines and newspapers are not returnable. We value your patronage and hope to see you in our stores again soon. Sincerely, [redacted] Customer Service Representative Barnes & Noble http[redacted] Original Message Follows: ------------------------ Firstly, I would like it to be known that I did return to the store within 14 days. Secondly, the cause of this issue is a failure on the part of the BN store to adequately curate their magazine rack, which led to the confusion and double-purchase I described below. Could you please comment on these issues as I see nothing related to that part of my complaint in your note below. Additionally, the policy claims that USED books, magazines, and newspapers are not returnable. Since I purchased a duplicate, I did not read this magazine, thus it is not used. Of course, I realize there's no way to prove that with a magazine, but as a loyal customer, I'm not sure why I should HAVE to prove this. I look forward to your feedback, [redacted]l -----Original Message----- From: Retail Service [mailto:[redacted]] Sent: Friday, September **, 2013 7:44 AM To: [redacted]l (IM) Subject: Re: BN Store Issue ([redacted]) Dear [redacted]l, Thank you for your email regarding our Returns Guidelines. At Barnes & Noble, we are strongly committed to making every aspect of our business customer-friendly, and we assure you that this commitment extends to our Returns Guidelines. On par with other retailers, we regularly review and update our existing policies. Our current 14-day return policy is not new to Barnes & Noble, but an expansion of a program we have in place in many areas of the country. For your convenience, here is our Returns Policy: With a sales receipt, a full refund in the original form of payment (except for purchases made by check less than 7 days prior to the date of return) will be issued from any Barnes & Noble store for returns (including Barnes & Noble.com returns) within 14 days of purchase (or 14 days of delivery date for Barnes & Noble.com purchases) for new and unread books (except textbook returns) and unopened music/DVDs/audio. Even with a receipt, a store credit will be issued for (i) purchases made by check less than 7 days prior to the date of return, (ii) when a gift receipt is presented, or (iii) textbooks returned with a receipt within 14 days of purchase. After 14 days or without a sales receipt, returns will not be permitted. Opened music/DVDs/audio may not be returned but can be exchanged only for the same title if defective. Used books, magazines, and newspapers are not returnable. Products not carried by Barnes & Noble or Barnes & Noble.com will not be accepted for return. We value your patronage and hope to see you in our stores again soon. Sincerely, [redacted] Customer Service Representative Barnes & Noble http[redacted] Original Message Follows: ------------------------ To whom it may concern, I have a store-related issue that I'm hoping you can help with. Last week, I went to BN looking for a particular magazine. I found two different issues on the rack. One issue came in a cardboard sleeve that was taped shut. The other was just the magazine itself, with no sleeve. I purchased both issues, only to discover at home that they were in fact the same issue. I brought the duplicate back to the store, with a valid receipt, but they adamantly refused to take it back. My complaint is that there was no way I could tell the issues were the same without having torn open the cardboard sleeve. The art on the sleeve was completely different than the cover of the magazine itself, and there was no issue number or month on the sleeve. Now I'm stuck with two issues of the same magazine--and they're expensive, at $15 each! The manager of the store was not helpful in resolving my issue as she simply referred me repeatedly to the store?s return policy which forbids the return of magazines. My argument was that I would not have purchased two issues of the same magazine had I not been confused/misled by the presence of both sleeved and sleeveless versions of the same issue on the rack. The manager said that this may have been due to theft, but nevertheless, I should not be penalized for this. The store should more carefully monitor their stock to avoid this sort of confusion. Moreover, the sleeved version of the magazine contained a companion audio CD. How can they justify selling a sleeveless version without the audio CD for the same price as the intact version? In any case, I'm hoping you can help me resolve this. All I'd like to do is return the duplicate issue--even store credit would be fine. Please let me know what can be done. Thank you, [redacted]lDesired Settlement: I feel that the business should respond to each point in my written complaint, showing that they have read and understood it. Moreover, I would appreciate an admission of responsibility pertaining to the improper stocking/maintenance of the item in question which led to the initial confusion. If they would grant me a store credit, or a refund I would appreciate it.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

As a onetime courtesy, we have refunded [redacted]’s original method of payment for his magazine purchase. [redacted] is not required to return the magazine.

[redacted] should be aware of our Return and Refund Policies regarding magazine should he choose to make any future purchases in our stores. As it is not uncommon for customers to purchase multiple copies of any item sold in our stores, ie gifts etc, neither our Booksellers nor our Customer Service Department would be able to say in all surety that [redacted]’s purchase was in error. Therefore they are required to adhere to our Barnes & Noble Return and Refund Policies.

Please be advised that our Barnes & Noble retail stores display and sell only the current publications of magazines. Our Barnes & Noble shelving guidelines prevents the display of more than one edition of any periodical. Once a new publication is received at our stores, all of the older unsold publications are immediately removed from our shelves. For example, our customers will not be able to locate an August and September issue of a specific periodical on our shelves.

Please do not hesitate to contact us should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I accept and appreciate the refund Barnes & Noble has provided and will say that the issue is resolved however I did want to make a final point to the business so that they can hopefully understand my perspective.

As stated in my earlier communications, there was no way I could have known that the two magazines were in fact the same. Further, I am not--nor would I imagine any other customer to be-- an expert in B&N's shelf-stocking policies. When I get my oil changed, am I expected to be an expert in auto mechanics? Their claim that I should have somehow known they only display current issues doesn't make any sense. What I did see was a few issues of the magazine in a sleeve with a unique design and no visible date/volume information, and it was sealed. Next to it were a few copies of the magazine with no sleeve and no companion CD.

I can understand the in-store customer service staff sticking by their no returns policy when there is doubt, but had the representative I spoke to simply walked over to the magazine rack and looked, she would have seen exactly what I described. When I explained this to her, she said that that the magazines without sleeves might have been "due to theft". If that's the case, why were they on the shelf in the first place? Why was a tampered-with magazine being sold alongside those that were still inside their sleeves?

Once again, I appreciate the refund granted by the business. I simply want them to understand that the way I was treated made me feel offended. Their implications seemed to be that I was either lying and trying to trick them, or that I was stupid for not having read their policy on the back of the receipt. In an age where I could simply have ordered this magazine online, I am surprised that a brick and mortar store would treat a regular customer with suspicion and be unwilling to help.

Sincerely,

[redacted]

Review: I purchased a nook HD + late last year around the holidays for my wife. She has been using it and loved it however, the battery has stopped holding a charge. After trying to contact B&N I was informed I would have to pay for the repair. After doing some research, I have found that this is quite a common issue and is happening quite frequently with the devices out. There is a defect in the materials that were installed in the device and the manufacture knows about this issue and is not covering it.Desired Settlement: I would like the device repaired or replaced as this is a known issue with the nook HD+.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

Sincerely,

Review: Through B & B, I ordered textbook, history of narrative film from [redacted]. Never received textbook.

I have spent the past month trying to either get my textbook or money back. Feel like I'm running through loops.Desired Settlement: want textbook or refund.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

I would like an answer from B&N and [redacted].

I had to buy that text from someone else. I would like my money back.

Sincerely,

Review: Since March 2014 I have gone to the barnes and noble website to cancel my subscription to instyle magazine. I click everything required but yet every month I am charged $1.99 for this subscription. Last month I emailed the company and asked them to cancel the subscription. I informed them that I had been trying to cancel the subscription since march. I also removed my credit card information from my account. Yet, again, I have been charged $2 for this subscription.Desired Settlement: I would like my $12 back. May seem petty, but this company's practice of not "saving" unsubscribes is unacceptable.

Consumer

Response:

At this time, I have been contacted directly by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Barnes and noble contacted me and provided me with three months back of the subscription fee. They however did not address the fact that for six months I had tried to unsubscribe using the system they provided me but it didn't work.

I leave it in your hands to deal with ... I don't think it's good for consumers to be locked into a subscription they can't unsubscribe from. However, I don't have the energy or time to be arguing with this company over $6.

Sincerely,

Business

Response:

[redacted]

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate a subscription of the InStyle magazine was ordered on August *, 2013 via the Barnes & Noble online account to which [redacted]’ device is registered.

As we did not receive any requests to cancel the subscription order, charges were processed through August of this year for the subscription. We do provide instructions for cancelling these items as posted on our website’s HelpDesk:

In your NOOK Library on BN.com, find the subscription. Beside the title of the subscription is a link to "Manage Subscription." When you click on that link, it will take you to the Manage Digital Subscriptions page. Beside the title, click on "Cancel Subscription.

Any issues in your NOOK Library before you canceled the subscription will remain in your NOOK Library, and you can redownload those issues to your nook and your Barnes and Noble NOOK app.

You will receive a prorated refund to your default credit card based on the number of remaining issues in that billing period.

Upon [redacted]’ contact on August *, 2014, the subscription was cancelled by our customer service department. We show that as a courtesy, a customer service supervisor issued a partial refund in the amount of $5.97 to [redacted]’ original method of payment for the months of June, July, and August 2014. Please be advised that we have no record of any previous cancellation requests from [redacted]. We did not receive a telephone request nor any emailed communication from [redacted] regarding any difficulty she was experiencing in attempting to cancel her subscription. Therefore, we are unable to offer any additional refunds.

If [redacted] requires any further assistance, she may contact me directly at ###-###-#### M-F 9am – 5:30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Review: On June **, 2013 I purchased a Nook HD tablet from B&N.com. Unopened I returned the package paying UPS to ship it back on June **. B&N confirmed the return on June ** and said they issued a return credit to my cc, but they did not. I contacted my credit card company to confirm it was NOT issued, and then contacted B&N again. I contacted B&N again on July ** at 10 am, but they could not assist me due to "problems with their system" and to "call back in two hours". I called back that same evening, and was given the same line, "there is a problem with our system, call back in 2 hours". Finally, on August *, 2013 (well after their processing window of 1-3 weeks) I called again. After 40 minutes and being transferred from person to person, all B&N could do was confirm that my return item WAS back on June ** and that a credit had NOT been issued. I still have not received my refund of $139. And the length of time that it is taking to get my refund is far beyond even their ridiculous window of 3 weeks.Desired Settlement: Holding my refund for 5 weeks is unacceptable. I should receive my refund immediately and be given a small credit toward a future purchase, if I ever dare try it again.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We sincerely regret to hear of the delay which has occurred with processing [redacted]’s refund for her NOOK HD return.

We have confirmed that the refund was processed to [redacted]’s original method of payment on August *, 2013, and we truly regret the delay. We have spoken with [redacted] who confirms that she is in receipt of her refund and that her issued is now resolved. [redacted] thanked us for following up on the matter.

Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Review: I made an order for products provided directly by Barnes and Noble (not a "marketplace" vendor) for a Christmas gift on Dec[redacted]. After receiving the initial confirmation, I received a second email stating that the items would be shipped on ** Dec 2014. I attempted to go online to cancel any part or all of the order, and each of the three items in the order were marked "Cannot Remove". I contacted customer service, and was told that no part of the order could be cancelled or altered, nor could the order in its entirety be cancelled, even thought the order would not be shipped for another three weeks. I was told the problem was that one item was marked as usually shipping in 1-2 weeks, and that they could not be separated. However, this did not account for the three weeks I was told it would take before it would be shipped. Two weeks would have had the order shipping on ** Dec, and with the 2-3 shipping days given for the order to arrive after shipping, the item should have been there by** Dec. Additionally, I did not see anywhere on the final review of the order that this would be the amount of time taken to ship. Lastly, I did not at any point actively indicate that I wanted the entire order sent together - apparently this is the default taken by the website, and the opportunity to change it is not clearly given, as I did not see it. Frankly, I did not notice the 1-2 week shipping delay either.

I made several efforts to contact the toll-free number for customer service, and when asking for order status and then a "representative" on the recorded menu, I was repeatedly told they were closed, although the hours on the website were clearly listed as being until [redacted] on[redacted], and I was calling at [redacted] central time. I also tried the website's chat, and was repeatedly told there was an "error" with that page. I finally got through on the toll free line, and after a wait, was connected with the service representative who tried to assist me. When she informed me that no part of the order could be altered or cancelled, I asked to speak to a supervisor, who told me the same thing, and said it was because it was going through a "contract warehouse." Since I had specifically ordered items that were to be provided by Barnes and Noble, I did not understand why this should be the case, especially as the items would not be shipping for three weeks. She told me she would make a "special case" of trying to cancel the order, but she could not guarantee this would happen. I told her this was unacceptable, as I would now have to try to order another set of gifts for the recipient in question in order to be sure they would receive a gift in a timely fashion. She told me that it would take at least 24 to 72 hours before any word would come back as to whether or not the order could be cancelled. I am also concerned, because I used a Barnes and Noble gift card as part of my payment, and I doubt that I will receive that money back.

I don't consider it to be appropriate for any company to tell a customer that an order that has yet to be filled cannot be cancelled, especially when it will not be fulfilled for over three weeks. I also think Barnes and Noble needs to make their website more clear, and to include information on the expected ship date clearly on the final page before an order is confirmed. They should also require the customer to actively select the option to have all items ship at once, rather than making it the default. I have been a loyal Barnes and Noble customer, and a member, for more than 20 years, and I am deeply disappointed in their system. I doubt I shall be ordering from their website again.Desired Settlement: I want the order cancelled, and the full amount refunded, including that portion that was paid for by gift card. I would also like to see Barnes and Noble make it easier to cancel orders that are to be filled through their system (not filled through the marketplace), and I would like to see them improve the clarity of their online order system.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an item from their online store and over a period of 2 months have failed to receive the item. In the months awaiting the arrival if my item I had called 4 seperate times talking to a different customer service representative each time non of which could speak clear English or understand my complaint fully. They all asssured me they would next day ship it free of charge after once again failing to retrieve the item I would once again call and they would make up some petty excuse as to why saying I had given the address wrong (all the while I was expected to verify all information being correct each time I called) the last time I spoke to a girl she seemed to have no idea on how to assist me or what protocol to even take she said she would correct the address and try again and they would once again charge my account. My item was being returned back to them each time and not once did they make any effort to call and let me know but allowed to to continue to wait this is also and item they don't sell in their retail stores so they have made it absolutely impossible for me to this item I absolutely need to run my device.Desired Settlement: I would like the company to send me the the $10 charger for my nook color free of charge covering shipping costs as well and also a gift card to use to purchase an book on my nook color

Review: After viewing the Samsung Galaxy 10.1 in the store, I came home to research. The price of the product in the store was $319.99 (that is with a $30.00 rebate applied). Online, on the main page describing Nook's, the price is listed as $299.99. Then, if you click on compare Nooks, the price is listed as $299.99. When you click on the price, the price in the cart is $319.99. I called the 1-800 number. They thanked me for pointing out their error, said they sent it to tech support, but would not honor the price. I pointed out that the listed price on the site is $299.99 - the customer service representative pointed out that when you put it in your cart and go to check out, it is $319.99 - this defines bait and switch.Desired Settlement: We would like the product (we were actually going to buy two) at the listed price and free shipping. While free shipping was not offered, it would be a good faith measure. We have been dedicated customers of this company, especially their nook products, since they came out with the first nook color (check my account). Although errors are human, it is unacceptable to use that as an excuse for poor customer service.

Review: 2 years ago a magazine that I subscribed to was discontinued. Since the magazine was no longer being published, I never paid any attention to canceling the subscription. After canceling all my subscriptions I noticed that the company was still charging my card $1.99 per month. After 2 hours of disconnects and hang ups I was finally able to speak with a representative about the problem. It was at this time that I was informed as to what I was being charged for, a magazine that I had not received in over 2 years. I was informed that it was my responsibility to cancel the subscription. I informed her that the magazine was no longer in print and since Barnes and Noble could not provide me the item, my subscription should have been automatically canceled. Also since they were continuing to take money from my account and I was receiving no product, they were committing theft. Once again I was placed on hold and after 20 minutes the call disconnected. I tried off and on for the next 2 hours to re-contact them, but could not get thru.Desired Settlement: I would expect a refund of charges of $1.99 per month for the past 24 months.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

Barnes and Noble has not contacted me directly in this matter, however they have refunded 6 months of charges. This in itself would indicate that they are aware they are guilty of micro charging my account in the hope that I would not notice. I believe that if I had not stopped all transactions with them, I would still be being charged for items that they could not provide. While the total amount they stole from me is small, I would wager that there more victims like myself that are being stolen from by this business.

Sincerely,

Review: THE CC I USED TO OPEN A BARNES AND NOBLE ACCT.EXPIRED.SOME KIND OF WAY BARNES N NOBLE FOUND ANOTHER ONE OF MY CC THAT I NEVER USED IN THERE STORE,APPLIED A 25.00 RENEWAL FEE ON THIS CARD.I CALL THE [redacted]# SPOKE TO CUSTOMER SERVICE EXPLAIN TO HER WHAT HAPPEN SHE WAS UNABLE TO GIVE ME ANSWER.I ASKED TO SPEAK WITH THE [redacted] SHE CLAIM I MUST HAVE USED THE CC IN THE STORE.I NEVER USED THAT CARD I HAVE NOT USED THAT CARD IN 18MOS ITS HAD A ZERO BALANCE TILL I GOT A BILL LAST WEEK.[redacted] KEPT APOLOGIZING.I KEPT ASKING HOW DID YOU GET THIS CARD NUMBER.WHAT I HAD TO DO WAS ENTER THE INFORMATION IN ORDER FOR BARNES N NOBLE TO CREDIT MY CARD.I WAS NOT HAPPY.I ASKED TO SPEAK TO SOMEONE IN FRAUD DEPT.WHICH WAS A WASTE OF MY TIME.WHAT THEY DID IS ILLEGAL I NEVER GOT ANYTHING IN MAIL OR EMAIL STATING DID I WANT TO RENEW MY ACCOUNT WITH THEM.CAN YOU GIVE ME SOME CLARITY ON HOW THIS HAPPEN.YOU CAN EMAIL ME AT [redacted] OR CALL IM HOME 9-11AM OR LEAVE A MESSAGE I WILL CALL YOU BACK.THANK YOU P.S. I CANCELED MY ACCOUNT I WILL NEVER SPEND MY MONEY IN THAT STORE AGAIN.Desired Settlement: WHO EVER TOOK IT UPON THEM SELF TO DO THIS NEEDS TO BE TERMINATED UNLESS THAT WHAT THEY ARE HIRED TO DO.I WANT A WRITTEN APOLOGY FROM THE [redacted].

Review: I made a purchase for $90.83 on 8/**/2013 at the Salem, NH store and I lost the receipt shortly after. I wanted to return the books but they would not allow a return or exchange without the receipt. I was told they can look up the purchase if it was within two weeks since I used my Visa card. They could not find it. I was told that they're sorry and there was nothing they could do about it. I then called customer service and spoke to the department who handles the retail stores and not only was the representative unprofessional but nobody called me back as I was told I would be. I don't find it fair as being a long time and loyal customer that I couldn't return these books especially when I tried to do so within 2 weeks.Desired Settlement: I would like to be able to return the books.

Business

Response:

Dear Revdex.com,

We reviewed the complaint submitted by [redacted].

As stated on the back of our Barnes & Noble store receipt, "With a sales receipt or Barnes & Noble.com packing slip, a full refund in the original form of payment will be issued from any Barnes & Noble Booksellers store for returns of undamaged music CDs, DVDs, and audio books made within 14 days of purchase from a Barnes & Noble Booksellers store or Barnes & Noble.com ..." [redacted] indicated that his purchase was made on August **, 2013, however, there is no mention of the date of the attempted return to the store, and therefore we are unable to ascertain whether the store would have been able to locate his receipt.

We reached out to [redacted] on October *, 2013 and requested additional information to assist us in locating his purchase; however, [redacted] did not have his purchase or receipt information available at that time. We provided [redacted] with our direct contact information to respond to us. Once we are in receipt of the information required, we will be sure to look further into the matter. [redacted] may reach me at ###-###-#### M-F 9am - 5:30pm EST.

Please do not hesitate to contact us should you have any further questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,