Barnes & Noble

After making a purchase at their website and receiving the item, it was not as described and didn't work as expected/described. In order to return the item, an RMA is needed according to their policy stated on the packing slip and online. After several emails and phone calls attempting to obtain an RMA, I finally got a chat response stating that an RMA would be sent shortly. Again, no RMA was provided, and I can't speak to anyone. So I called a local store for help. Unfortunately, the manager confirmed that I cannot return the item to a store, but the manager helped in finding that an RMA isn't required and just to ship the item back. $27 later, the item was shipped and received by B&N.

Since there was no acknowledgement by B&N or email about a credit, I began a customer service chat. There is no option to speak to someone, only chat or email. After 4 chats, 2 of which were ended abruptly by the B&N agent, I finally got smart and did a screen print of my chat sessions which detailed that the item was received and a credit would be processed. After another month of waiting, I still have no credit. The entire process is now in a second month, and I've paid for an item that I had for 2 days. Worse is that I cannot speak to someone at B&N, since they don't allow it nor can I get a response to email.

Thankfully, I used my Visa card so I have begun a dispute. B&N needs to understand that returns are far more important than sales from a customer service perspective. I will not buy from them again based on this experience, especially with so many other choices.

Barnes & Noble promised a full refund for the Nook Tablet that I purchased from their website if I'm not satisfied and if it was returned to them within 14 days. I went through their procedure and secured an RMA return number from them. I returned it within 14 days. They have acknowledged that I am entitled to a full refund. I purchased the Nook Tablet for $266.43 using a credit card on 1/6/2012. I received it at my home on 1/11/2012. I called for an RMA number on 1/16/2012. I shipped it per their instructions on 1/17/2012 at a cost to me of $17.01

They received it on 1/24/2012 at their depot in Reno, NV. It sat in Reno and was not entered into their system in Reno until 2/24/2012 (this is new information). First they told me my $266.43 would be returned by 2/17/2012. It wasn't (due to the irresponsibility of the Reno crew). Now, they say 3/17/2012. Or maybe the billing cycle after that on 4/17/2012. As an added insult, I have to eat my $17.01 return shipping costs. I need help.

I live in a part of the city with only one Barnes that has a caf. The rest are all textbook stores. It is much too small for the amount of people who frequent it. Whenever I come to the cafe area, I always have to wait a long time for a table because the staff allows their customers to sit there for hours on end and half of them don't even bother to buy anything from the cafe or they bring in their own food! Not only that, due to the sheer amount of customers, the staff are unable to keep the cafe area clean and there are always crumbs and whatever on the floor and tables! There have been too many times where I was the one cleaning the tables. Get with the program, you idiots, and open more stores so your employees can keep your precious stores clean. Also, get rid of the stupid free WI-FI! It just allows freeloaders to waste valuable space for your cafe customers! I'm sick and tired of having to fight people off for a ** seat!

I ordered four books. One of which will not be out until June 2012. When I called to find out when the books would be sent out, none would be sent out until June 5. When I called, the rep. said that to get free shipping, I could not change the order. I said, "Send me the three books that are in stock." I will purchase the 4th at Sam's Club and for less than at B&N. Change the ** policy. I will take my business elsewhere.

I purchased my Nook tablet on BarnesandNoble.com (BN.com) on December 12, 2011 with my MasterCard. There was a promotion that if you bought the Nook tablet on that day with your MasterCard, you would received a $25 e-gift card from Barnes and Noble. I purchased the Nook tablet with my MasterCard for $270.48 and never received my $25 gift card.

I have made many calls to BN.com since then and have been wasting many hours with promises of getting my gift card, which I never did. This is false advertising and has left me very frustrated and angry that I did not get what I was promised. I just wasted many hours speaking with many different customer service people with no results, just lies saying it was coming. I got disconnected sometimes and had one manager named Melva who said she would call me the next day with a gift card number that I could use. She never called, and that was last month.

I ordered two accounting textbooks on January 13, 2012 online. My credit card showed a pending authorization on January 17th of $258.03 for the two books. I received one book on January 18th. I contacted Barnes and Noble on January 20th and they stated they had no order for a second book and that they only had one book ordered, that I should have received the book. I agreed I had the one book but there was a second book and I gave them my order number. A day later, I received another charge on my credit card and the pending charge of $258.03 dropped off. I then received email, which had an entirely new order number and it stated my book was getting ready to ship. Several days later, I contacted Barnes and Nobles and they suggested contacting the seller.

The seller then said in an email "it's on its way". No date of shipment, just "its on its way". I emailed the seller. They then said they do not have tracking numbers but they shipped it on January 24th. I still have yet to receive the book. I believe this is fraud and that Barnes and Nobles would separate an order into two separate order numbers from two different sellers and not provide me with this information. If you order something and it's on backorder, you should be notified.

You should also be notified this purchase would be further delayed so that you can have the decision to cancel or order elsewhere. I ordered on the 13th. I was told it would take 3 days to ship and another 14 days for the shipment to arrive using the free shipping. My order is incomplete, I have one book and the other book is missing in action and well past the time which they agreed to ship.

I am now charged for two books on my account without the full order satisfied. There must be guidelines with such deceit. If I ordered 2 books from Barnes and Nobles, I should be notified immediately and given a decision as to whether or not I want to complete the order as is and order from another authorized seller and should be provided my new order number for tracking the order.

Still waiting on that book on January 30th. The authorized seller cannot provide tracking number. Barnes and Nobles takes it upon themselves to provide me with a new order number several days later after several phone calls trying to find out what happened. They certainly had no trouble taking it upon themselves to debit my account. It reminds me of ordering a pair of shoes from Merrell and then Merrell saying they don't have them so we will just order those shoes from another vendor, send them to the customer and issue them a new order number. Don't ask the customer, just get them something, anything and debit their account, no questions asked.

I attempted to return a sealed, never opened DVD called "Earth" from Nat Geo that I bought on a whim. I had lost the receipt and fully expected to get store credit. Instead, I have two cashiers say loudly, "No receipt, no return!" Anyone watching would think I had stolen the program and was trying to pull a fast one. When I asked about store credit, she practically smirked, "You come back with the receipt and you get a refund." Duh! I already told her I had lost it. A little empathy would have gone a long way.

I have no plans to shop at Barnes and Noble any time soon. Their return policy is unreasonable and should be printed with a warning so it can be viewed when you are pay for your purchases. I also plan to complain to every person I know about their return policy and encourage them not to purchase from Barnes and Noble.

I purchased many Nook eBooks in the last year and each one of them is full of typing errors, missing lines, etc. So far, every book I read was like that. Their editors don't seem to put too much emphasis on quality control. Even the newer books such as Vince Flynn's Executive Power and Term Limits are sloppy and the author should be alerted to the fact that this kind of sloppy editing takes away from his achievement as a writer. It's irritating at the least and also worrying since more and more school kids are learning with eBooks.

The Barnes & Noble Nook will only allow you access books that you have already purchased if you keep your credit card on file. Otherwise, you have no access to books that you paid for and downloaded. Barnes & Noble's policy of keeping your credit card embedded on their site is a violation of my privacy. Once a consumer downloads and pays for a book, there is no reason to deny them access if you choose to remove your credit card from the site.

I was working at Barnes and Noble and was giving my usual knowledgeable service to a customer and the customer just started being really nasty to me. I did not understand what her problem was so I got a manager. I don't understand why customers think we are not people too.

I went to B&N with six $10 book certificates I had won from the Nestle company (promoting RIF). Before choosing books, I asked an employee to check how I use the book certificates because I didn't want to get in line to find a cashier that didn't know how to use them. The woman went and checked with her manager and told me the book certificates could only be used for 1 purchase at a time and that I would have to pay the difference. She said I would have to buy one book at a time. I said okay. My 11 year old son and I found books we wanted. The book I chose was $9.99 so I knew I would pay the tax. My son picked a book for $9.98 and again I knew I would pay the tax. My son then picked three more books at a cost of $7.98 a piece so I figured I would lose a little on the book certificates.

I waited in line for about 15 minutes and told the cashier how to use them. She was unsure and asked another cashier if she had a minute to help her. The second cashier snapped at the young cashier that no she didn't have a minute but what did she need. Then she saw the book certificates and said to me, "You know you can only use them one at a time." I said I realized that because I had checked when I walked in the store. She was all rude and snappy at me.

She then stomped off in huff. I bought the first book and paid the tax. I then gave the first cashier the second book, one of the ones for $7.98. With tax it came to about $8.50. So the first cashier had to go find the rude one and ask how she does it because it wasn't up to $10. The rude cashier stomped back over and said, "You can't use it for that because the books have to be over $10." The certificate stated a maximum of $10. I tried to tell her that she was just supposed to give me the book for free.

She then said, "But you don't get change back and I said fine." She was arguing with me and was so rude I couldn't believe it. I wasn't going to buy two books and have to pay a balance of about $7 when I was clearly supposed to get the book for free because it was under $10. Then the rude woman replied, "Do you want me to get the manager?" And she was shouting at me and everyone was staring at me. The sad part was my son really wanted those books the most and I had to leave the store without them. I was so disgusted by the attitude of the second clerk who clearly did not like customers and treated me with such disrespect. I will never go to a B&N again.

I just returned from a horrible trip to Barnes and Noble. Not horrible from the post holiday rush or the amount of people inside, horrible due to the treatment of me and my son at the hands of the rude TSA agent like staff at the Barnes and Noble on Tyler. When we first walked in, their metal detectors went off as I walked through. A young girl came running from behind me screaming "excuse me, excuse me, I need to check you to see why the alarm went off". Not being sure what she was going to actually check being my hands were empty and I had a purse the size of a wallet, I said okay. She then asked, "I need to check your clothes to see if you have any anti-theft tags on your clothes". What! I said "my clothes are not new and there are none". She then asked if I had any gift cards in my wallet that have not been activated. Both questions were an accusation that I stole my clothes and I stole gift cards from some place and walked into Barnes and Noble with them.

I told her, "look, I don't know what to tell you as to why your censors went off but I just walked in and don't have anything that belongs to you". I paid for what we bought, walked out the door and low and behold, they went off on me again. A different girl approached me this time and attempted to say the same things to me. I cut her off and said we just went through this because they went off when I walked in. She went through the whole thing again, accusing me of having stolen items and wanted me to give her my wallet so she could deactivate whatever it was in my purse that made the anti-theft detectors go off. I refused. She went and got her manager watching me the entire time as though I was a thief. The manager approached me and said this, "give me your wallet and I will swipe it and deactivate it". I looked at her and said "are you out of your mind? Clearly, you have zero training and no clue on what you're doing. If you swipe my wallet, you deactivate the magnetic strip on all my credit cards".

Then she said, "well, give me your purse. Maybe you still have an anti-theft device still attached to it". All the while, numerous people were watching as though they were watching someone who just got caught stealing. She then said, "give me your purse and walk through the metal detectors again". Of course, I did not giver her my purse. I gave it to my son and walked through it again. It went off, yet again. She said, "there is an anti-theft tag somewhere on your clothes". I said "that's it, have a great day". And I left. They wanted to physically search my body, remove my possessions from me, deactivate my credit cards, take my wallet, all illegal! Can you say lawsuit? Search and seizure without cause is illegal in the state of California. Just because they went of when I walked in doesn't cut it. I will never spend money in Barnes and Noble again.

I bought my wife a Nook for Christmas and have had trouble getting it set up. All efforts to contact B&N have been fruitless (phone, live chat, email). I also tried to reset my password on my account. Their website informed me that reset information was sent to my email address when, actually, it wasn't. (I tried this 3 times).

The brand new Nook Tablet fried my UBS ports on my PC, rendered my keyboard & mouse useless and now I can access my PC only through a secondary UBS port. B&N's rep said she was "sorry" that my PC was fried. I asked her for a bit more than her empathy but she said to go to the store. I'm sure that this damage exceeds the $249 for the nook and I'm fairly certain that the store manager will do little more than offer me a refund. stay away from the Nook. Garbage!

On 11/23, I placed an order with Barnes & Noble online store using the excellent Black Friday coupon. I ordered a PlayStation 3 Uncharted Bundle Pack as my children unanimously want a PS3 for all of its valuable features. I have never used B&N online store before. On 11/23, I received confirmation that my order had been successfully received and would soon be processed. On 11/24, I received a notice that my order was confirmed and would ship on 11/25 and I should expect my product within the ship date of 2-6 days. On 11/26, I checked the status of my order to get a tracking number and saw the order was cancelled.

At this point, I had already missed all other Black Friday deals I could afford, mind you. I proceeded to call Customer Service. The first person I spoke with was polite, but solidly unwilling to help me. He even to failed to explain to me why my order had been cancelled. I requested to speak with a supervisor. The supervisor explained to me that my order had been cancelled due to an issue with the Black Friday coupon I had used. I informed her that I had received no phone calls and no email notifying me of the issue.

At this point she told me she is not able to help me further, but instead gave me the email address of the management team for customer service. She assured me that the management team could help me and make this right. I was not happy about this being delayed again, but trusting the supervisor, I concluded my phone call.

On 11/27 I received an email requesting for me take a survey about my Customer Service experience. I decided I would take this later, after the issue had been resolved. Now here is where my frustration continued to mount. My funds were still held up in the cancellation process, so I was still unable to purchase anything similar anywhere else. So I missed Cyber Monday as well. Monday 11/28 goes by, not email response. Fine, I can understand this, being Monday that is fine. Tuesday 11/29, still no email, but I did get another request to take another survey.

I decided to give it a little more time. On Wednesday, 11/30, I decided to take the survey. I completed the survey before lunch. I had an email response at 3:47 pm EST that day. I don't know if they are related, but three days to reply to an email of this nature is not very professional. The email sent said my concerns and case have been sent to "the appropriate parties" whoever they are. I then in short order receive a coupon for 30% off my purchase. Excellent, I was happy. I then looked at the "See Details" portion of the email.

I saw the limitations of the coupon and it is not even usable on the product I wished to purchase! I had just been given a useless coupon to my needs. I then also saw that the comparable products you have on your site say "Note: This item does not qualify for coupons or promotional discounts unless expressly stated". So even if the coupon did not have that restriction, nothing remotely similar to the product I intended to purchase would have accepted the coupon anyway!

So I replied back to the email with my feelings and my point of view on this "solution" (included below for your reference). I received a response. After reading the response, I became even more angry. Her email had multiple factual inaccuracies. I then responded back pointing them out and ultimately expressing my dissatisfaction and my wishes. The response was very curt and basically made me feel like "I am done helping you, talk to this guy". The email provides me with the email address for the VP of customer service. So I am back to explaining my story again for the third time. I received a response from the customer management team, the same people that sent me to the VP! I replied back that they are not the people that I emailed. I then received a phone call that says they are not going to help me at all.

I purchased a Nook Simple Touch in June 2011. In November it suddenly would not connect to my home Wifi. The B&N website said that a software update had occurred the previous week. I wondered if there was a connection. I made multiple calls to Nook support. They thought the problem was my internet service provider, even though my laptop could still access the internet. After the 4th phone call, they finally agreed to send me a new Nook, provided I send the old one back to the factory. The postage was not prepaid, so I paid over $20 to return the device.

My new Nook arrived last week and was working fine until last night. As I was trying to buy a book, the Nook downloaded a software update. As soon as it was complete, the Nook would not connect to my Wifi. I called Nook support this morning and they wanted me to go through the same steps as before. I asked what they were doing to address the problem with their software update and got no response. I asked for my money back. I was told that I could not receive any money because they have a 14-day return policy. So now I've wasted hundreds of dollars on the device itself, books, and postage.

I was in the local B&N, and I was extremely disappointed at the lack of selection of African American books. I inquired about a particular author and was told that they only carried one title in the store, but when we got to that section, that one title was not there. Several of my other favorite authors were nowhere to be found. The woman at customer service did offer to order the books, but the whole point was to come in, and leave with a book this evening.

I really hate to bemoan the fact that B&N is definitely not Borders. At Border's I would walk in without really having particular book, or author in mind, and just scan the African American section, and see what catches my eye. I am a lover of reading, and of actually holding a book in my hand, because I am not an e-book reader. I'm done with B&N, heading back to the locally owned bookstores!

I purchased a Nook eBook for $12.99, and after downloading discovered that the content was corrupted and wasn't the correct book as represented. I called customer service and was advised that they would pursue correction of the download, and it would take up to two weeks to correct. I was advised to keep trying to download the book during the two weeks time, and I guess hopefully the corrected version would eventually download. Being a new Nook user, I wasn't sure how to go about that correctly (and wasn't advised what to do and what not to do), I deleted the book from my Nook PC application, and attempted to re-download.

After about three weeks of using this method, unsuccessfully, I called customer service and was told since I had deleted the book from my Nook application that I was ineligible for a refund, or a re-download and would have to repurchase the book. Even though their download was corrupt, and I feel that I wasn't adequately advised as to how to handle the initial redownloading efforts, they refused to refund my $12.99, nor would they offer me a redownload. $12.99 is not that much money, but I feel that I've been ripped off and I will never shop with Barnes & Noble again.

I returned a laptop withing 14 days to B & N. The CS at Barnes & Nobles acknowledged receiving the laptop. So far it has been over 3 weeks, and I still haven't received a refund. Every time I inquire by email or phone, the CS indicates that they are confused, and will escalate the matter, yet without any results. I am paying interest on my Visa card for buying the laptop. B & N are not responding appropriately, and giving me the refund!

I have a Nook color purchased in December 2010 and I love it. In October of this year, I decided to purchase one for my daughter for Christmas. Less than 30 days later,they put out the new tablet. I called B&N and asked to transfer my Nook Color to a Tablet, as the Nook was never opened. Just getting this resolved took multiple conversations and transfers. I had to repeat the situation 4 times, after having to explain to several individuals who I assume were in India based on their inability to understand me or resolve any issues. I was told 3 different policies about returns. I was finally told that they would be willing to refund my Nook. They sent me an email with a RMA number.

I went out and shipped the package through the post office with insurance. To my eternal frustration, my receipt has been misplaced. Truthfully I wasn't worried, B&N is a well respected organization and would act appropriately, I believed. After 2 weeks, I called to check on it and was told it wasn't received and would need to provide the tracking number. I had to speak with 3 different individuals again before receiving the info on the case. I was placed on hold for 30 minutes after asking for a Supervisor.

Month later, I have no Nook Color, shipped back to the warehouse with the RMA number, and no refund. It is amazing how disrespectful, difficult and frustrating this whole process has been. Last week I purchased Kindle Fire for my daughter for Christmas. I cancelled all of my subscriptions for my Nook and will be downloading all my books for free from our public library. I will never ever purchase another item from B&N. Truly a horrible experience, I encourage everybody to go through Amazon and avoid B&N.

I ordered a toy for my daughter and they said I wouldn't be charged until the shipped my order. They charged me when I ordered and then again when it shipped. I called to ask why and they told me to call a different 1-800 number. So I did and he told me that they always do that and it would take 2-5 business days to get my money back.

I asked if you can take my money out instantly and twice, then why can't you put it back? He wouldn't answer me. So I asked to talk to his supervisor and he put me on hold for 20 minutes. And so I hung up and called back and was put on hold again for another 20 minutes. Their customer service is horrible! I will never by from them again and I am telling everyone who asks not to buy from them either !

I ordered a Playstation 3 for my son for Christmas, on their website. I received an order confirmation from them, along with a UPS tracking number. After several days, I looked online at the shipment progress, only to see the item was recalled back to the original shipper, after it was already in transit to my house. I called UPS and they told be that Barnes and Noble issued a shipping recall of my item. I then called Barnes and Noble, and spoke to Angel, a customer service rep. She informed me my item was recalled, because the third party vendor they use for Playstations, was not honoring the promotion code I used during my purchase.

I informed her that they already had my money for the item, and I would still like it. She spoke to a manager, and said I could reorder the item through them, and that they would honor the price I paid. She then told me I would have to repay for the item as a refund had been issued already. She said I would get my money back in two to four weeks. I told her that was unacceptable, and asked to speak to her supervisor. I was then put on the phone with Pat, who went over the whole situation with me again. She told me I would receive my refund in 72 hours now, but that I would not be able to get the Playstation at all, let alone at the same price I already paid for it.

She then transferred me to her supervisor who was Erica. She explained that although I did nothing wrong, I would not be receiving my Playstation at all as there was no way possible they could reorder it for me. Also, I would have to wait an additional 72 hours for my money back. I told her this was unacceptable, and poor customer service. I told her Barnes and Noble would be losing a customer. She asked if I would like some sort of compensation, to which I replied I would like something, after spending almost an hour and a half on the phone with them.

She came back and told me unfortunately there was nothing they could do, or offer me to make me a happy customer. I told her that although I understand it was not her fault directly, Barnes and Noble lost a customer for life. This was by far the worst customer service experience of my life. Their unwillingness to satisfy an unhappy customer astounds me. I will never shop at their stores or online with them ever again. I will also ask my friends and family to do the same.

On a side note, after I got off the phone with them I went online on their website, and found the exact same item available. I even went as far as putting it in my cart, and going through the whole checkout procedure. I however did not purchase it, but did realize that all they did was lie to me, and give me the runaround for over an hour, as it was available through their site, and all they had to do was ship me a new one. And if they were even remotely nice, and just asked me to pay the difference, I would have done it just to get my kid his toy.

I placed two orders for leap pad explorers. I found them locally and went to use the option available to me to cancel the order. The website says it will be canceled within 60 minutes. I have been trying to cancel for over 16 hours. I have been on the phone with them with Discover. It has ruined my holiday!

My last order placed included "Nine Dragons", "Guardian of Lies", "The Professional", "The Rule of Nine", "The Whisperers", "Fade Away" totaling $32.35 has not been delivered. Tracking states that it has been delivered, however I have not received it. Please see to it that I do, or should I just instruct Visa to cancel payment and I should forget about it? I would rather have the books.

I recently ordered the Demy recipe reader from Barnes and Noble online, I paid $200 for it. When I received it, we opened the box to find that there was a sticky note attached to the actual product box that was clearly marked "defective". I opened the box to see and it was a clearly used product. I phoned the customer service number and was told after being on hold for a long time that customer service couldn't help me, I needed to wait for international shipping to call me back. I sent an email after a couple of days. Still, no response. I called the customer service again and the person whom I talked to was not helpful at all. I asked to speak to a manager. I explained to the manager what had been going on. She said that she didn't even know that they have an international shipping department.

She was unable to help me out, so she said that she would find out what I should do and call me back. When she finally called back, she said that I would have to wait for international shipping to get back to me. A few days later, I received an email from international shipping, no phone call, with instructions on how to return the item. I was not offered an exchange or even an apology. I had to return the item to them before they would issue my credit to Paypal.

I purchased a book last Friday (Nov. 11) and returned it today (Nov. 17) as I had bought the book 6 or so years ago, but it had a different cover page. So I did not have a receipt (lost). I was told "Too bad. If you had a membership or if you used credit card, we could trace it. But paying cash and no receipt, sorry". I told the manager the time and date, why not check to see if it was gone from their stock that day as it was the last one on the shelf? All my years of buying games, books, mags, etc. for some 20 plus years from B&N, I feel slighted against for being such a loyal customer. I even asked for a credit and would have used it then and added more money with it. If this is fair in your eyes and restitution is not going to be made to me, I regret that I will never enter again as I do so very much enjoy buying books there. And at 67 years, I enjoy the coffee also.

I placed a prepaid order in January 2011. I received several conflicting emails that the order was shipped and canceled. One item was an advance copy. I made several inquiries and was assured that the order was active and would be shipped. The latest assurance was in August 2011. In November 2011, I requested the order be shipped or a refund. B&N gladly canceled the order and I would not be charged. Really, I already paid for the order! Both books are still being sold online but neither are in stock. It is order #: **. I am waiting for a refund. Due to the B&N's lack of diligence, poor customer service, the overall miscommunication, and the length of time of this incident, I think I am entitled to a gift card for equal value of the original order plus the refund. I also request the books which were removed from their online store.

I am a teacher and have a Barnes and Noble discount card. I shop at the store all the time. My son received a card for his birthday of $25.00 with card number ** and the card has never been used. When I went to use the card at the store, it did not work. My family gave him the card. The store was rude and said that it was empty. When I asked to speak with a manager, they said "if you keep the card next to other credit card, they often don't work anymore. There is nothing we can do." I proceeded to try to ask how to follow-up on this, but the employee brushed me off. I am very disappointed especially being a strong customer.

I ordered a book online with my Barnes and Noble gift card and chose the 2-3 business day option for delivery. Nowhere on the site does it say that prompt delivery is subject to warehouse availability. I ordered on Wednesday before noon on October 12th and did not receive the item by Monday, October 17th, So, I called the company. By the way, I never did receive the confirmation email as I was instructed that I would.

I called and asked about my order, and they assured me that it would be shipped on Tuesday, October 18th and I would receive it the same day which is 4 business days, assuming it makes it here tomorrow, which I am not counting on. They don't count Saturday although mail is delivered before noon on Saturday, which I find odd. I then asked them if they could credit me or refund me the $4.98 that I had paid for shipment within 2-3 days, and they said no.

So, I asked to speak with a supervisor and the woman put me on hold for several minutes and then came back and directed me to check the site again to see what it list in regards to shipment. I then asked why I could not speak with a supervisor and was quickly dismissed. I told the woman that this was the first time that i have dealt with Barnes and Nobles and it would definitely be my last. I also told her that I would use her competitor Amazon, which seemed to not generate much interest.

I will never use Barnes and Noble again. I guess they think they are too big to listen to customers. I have news for them; Amazon delivers for free and next day for most items. See you later Barnes and Nobel. You won't get any more of my money.

My NOOK Color charger broke on the first day so I ended up asking for a refund. They have a terrible (overseas) customer service and I ended up losing almost $50.00 over all.

Barnes & Noble is not Canadian friendly. I tried for days to order a textbook but the cart would not complete. I tried calling their 1-800 number for days but the calls told me that "my call was important to them and please hold for the next available representative." After hearing that message for three times, the call would disconnect. Finally, I called the toll line. I paid for a 45-minute long-distance phone call only to find out that the sales rep ran into the same problem (cart would not complete) that I did. She could not process my order and told me to contact customer service.

I spent the next ten days with emails back and forth with customer service trying to process an order while they tried to blame my computer equipment. Finally, they had me place the order with them but I was told to call in my Visa number. I made another toll call while the sales reps tried to find my order. They couldn't. Finally (2+ weeks into this now), customer service determines that the problem is that the used book I have chosen. Well, that seller does not ship to Canada. That's what froze the shopping cart.

What the hell? Amazon & Chapters online ordering knows immediately if I pick a seller that does not ship to Canada. And they have toll free numbers that work in Canada. I certainly would not have lost 2+ weeks, many hours of my time, and $18 in long distance costs to find this out. Barnes & Noble sucks and I will be spreading the word in Canada.

On September 7th, I ordered (purchased) a book online from Barn & Noble store. I paid the bill including shipping which was charged to the credit card on the same day. I did not receive that book even today (13 days). I bought another book from eBay, same day same time, and tuck, 3 days later, I was reading that book, but with Barn & Noble, I think it's very, very poor business. One thing for sure, I will never ever buy anything from them. By the way, this was the second time that I made a mistake by buying a book from them. I suggest readers to buy on eBay.

I placed an order on www.barnesandnoble.com for HP TouchPad on Aug 22, 2011. I received the order confirmation email. But after a couple of days, I got an email saying my order was cancelled. Why did Barnes and Noble commit to fulfill an order that they were not sure of doing?

I purchased a Nook Color from the store. When I registered it, there was an offer for $100 in Nook Software. I had to make numerous phone calls and emails to have it resolved. Then, they sent me a $50 savings coupon (completely useless to me) for either online or in-store use on several items. I clicked the link to obtain it and the link was bad. I complained about this too, only to receive another run-around.

Then, I made my complaint on their "user forum," which apparently is an employee forum, only to be attacked. Their customer service is dismal, the Nook is a crippled Android OS, which makes no sense. They threaten voiding your warranty if you "root" it to take advantage of the full capabilities. Why would Barnes & Noble do this? It makes no sense. They treat customers like ** and they boast of having excellent service. They treat customers very poorly and when asked for an issue escalation, they refuse. Then, they act like they have sent it to management and tell you later on that your request has been denied.

They did not follow through with their incentive offers: $100 in software for registering Nook Color and $50 in coupons for signing up as a member. Their customer service is despicable and they were not properly responding to requests. I have had unproductive phone calls with them and I was left on hold indefinitely whenever I requested to escalate the issue. Also, their employees are posing as anonymous users on customer forums and are berating customers for complaining.

I called and emailed Barnes & Noble in order to update my credit card I used to download books to my Nook. I had forgotten my password for the account and wanted to reset it. I never received the return email in order to reset, so I went into the store in Ahwatukee and a wonderful woman named Alex tried to help me by calling Customer Service. We were unlucky enough to talk to Vern, who was very condescending and rude to me. Even with my serial number, name, address and everything matching up, she would not help me. She wanted to know the number of the old credit card I used (which I told her three times was stolen) and talked to me like I was stupid for not having that (how would I keep a card that was stolen?). She told me to go home and try to email the company again. By now, I have been trying to do this for 24 hours. I will probably order a different company's reader as I have never been treated so awful in my life. However, Alex (the associate in the store) went above and beyond to help me, listened to the whole call and was truly embarrassed by her own company's company service via phone.

I ordered a Nook online for my daughter's birthday on a Monday to ship 3-day select. Her birthday was on Thursday, so that should work. I received an email on Monday saying that the order had shipped out.

On Friday, I still had not received it (after her birthday), so I clicked on the tracking information. It said the label was printed and that was it. So I called UPS and they stated they never received the package for shipping.

This is bad enough, but what happened when I tried to call customer service was even worse. I waited on hold for 10 minutes then a nice man came on and asked me all of my information and told me that it shipped. I said it didn't and he transferred me to someone else. I told this man the whole story, which took 12 minutes, and then he said he couldn't help me and had to transfer me, but then I was disconnected.

I then called back, waited on hold for 10 minutes, and was disconnected without ever talking to anyone. I called back again, on hold for 7 minutes and finally talked to a man who told me it shipped. I said it didn't.

Please give me a refund.

Earlier this year (2011), I purchased a Nook Color from WalMart in Jennings, LA. After a couple months, the Nook screen started freezing up. I couldn't read any of my books or play any of the games. I emailed Barnes and Noble to tell them about the trouble I was having. I got a couple emails back describing different things I could do that were 'supposed' to help. None worked. Barnes and Noble has a one-year warranty on the device besides the 1 or 2 years service warranty offered at the time of purchase.

I called the customer service number. I told the person on the phone about my problems with the Nook. He then transferred me to tech support. As I was describing my problems with the Nook, it started turning on and off by itself! He talked me through several things to try as this was going on. Finally, he said he'd be sending another Nook to me and mailing labels to return the broken device. That all went well. The big complaint I have is that a couple of days before the 'new' Nook came in, I received an email from Barnes and Noble stating that I would receive a 'certified previously owned' Nook as a replacement for my "certified previously owned" Nook!

I sent 3 emails and made 2 phone calls to correct the misinformation. I bought my Nook Color new, not previously owned. I called the WalMart that I bought it from and let them know what was going on. I was told by the manager that they do not sell previously owned/refurbished Nooks, only new ones. So I printed out the emails and drove to the store. I showed the department manager the emails and explained what was going on. He was surprised that they told me that my new Nook was pre-owned.

I emailed B&N to let them know that I had talked to WalMart and complained again; all to no avail. I now have a second certified pre-owned Nook Color and have the same problems I had before plus new problems. Barnes and Noble refused to fix any problems with my device and I cannot get a refund from either store. I wish I had never bought a Nook Color! Their customer service representatives were rude over the phone and B&N just keep telling consumers lie after lie just to get their money. Truly a shame!

Erotic or pornographic exposure to children is unacceptable! Everyone today lives on digital and kids love it. As a parent, you want to motivate your kids to read and learn not play on wii or ipad all day long; so what you do is get them a Nook or a Kindle only to find out that BN does not censor or control any of their products.

Nook ebooks, by the way, are expensive and the free ones are very limited. But as you browse through, you'll find erotic stories and tales mingled with children and history books. I find this disturbing! I called BN and guess what: they don't have a complaint department. I'll return the nook today and stick to classic reading.

As far as Barnes and Noble, not one dollar of mine will contribute anymore to make those bastards rich! They should follow Borders!

I stopped by a B&N on the way to a birthday party for a gift. This store is about 30 minutes from my house in an area I rarely visit. Upon checkout, I was asked if I had a member card. I did not. I was told of all the wonderful things I would have as a member so I signed up. Once the total bill was presented, I asked what the fee was on the bill. It was for the membership. I was in a hurry and asked if the discounts were good at the college bookstore, also a B&N. Absolutely, I was told. Thinking I would at least make the fee back on my daughter's college books, I went ahead and took the membership.

Yesterday, she tried to use the discount to buy books. No go! I got out my paperwork and saw that I had exactly one month to cancel and get a refund. That one month was the next day.

I called the members services number on the paperwork and card. After eight minutes, I was told I would need to go back to the original store to get the refund. I stated that their documentation did not give this as a policy and that I expected to receive the refund and would be contacting the BBB and State Attorney General office. I was then transferred to a supervisor and put on hold for 23 minutes!

The supervisor finally came on the line and told me the same thing. I would need to go back to the store. I stated again I would contact the BBB and State Attorney General office. I was put on hold for another five minutes and transferred to the retail services division. After explaining everything again, I was told that since I had paid with a credit/debit card, they would refund the money.

Here's the kicker: When you sign up for the card, they apparently give you an initial discount (I had not paid that close attention to the total plus it had the fee on it so I didn't have an amount in my head to go by). The refund is only supposed to be given if you do not use it on the first month. By them giving you the initial discount upon sign up, you have just used the card! You cannot get a refund. I stuck with it and they finally gave it to me...after 45 minutes and three people!

These are very deceptive business practices and bad customer service. I will never shop here again.

I am a longtime customer of Barnes and Noble. I purchased a lot of books here and 3 months ago, I bought a Nook Color. This afternoon July 21, around passed 6PM, I decided to look for the Picasso book that I really like to purchase. I went to the art section and found it below the shelves. The store was located in 86 St. between Lex. and 3rd ave. East side Manhattan.

Because the book was heavy plus my grocery bags, I decided to sit near the shelf where it was located. After probably 1 minute, a white, baldy, lightly bearded sales guy around mid 50's approached me and told me that I can sit on the other side of the hallway. He narrated that I might block some customers who want to look at the shelves. I said, yes i will. Though I find it weird because for how many years I have been to this store, B and N staff doesn't care about where the customers sit; Even on the floor or near the shelves, and I looked around and nobody was even around.

Because the book was heavy, I decided just to look more of (maybe 4) pages and plan to leave when the baldy guy approached me again with a rough tone and said, "Did you hear what I've told you?". I responded with a calm voice, "Yes, I am leaving now". He looked at me like he was going to eat me alive. He was very furious. "You are not supposed to put that book on the floor", he continued. I told him, "Why do you have to be nasty? Can you be nice to the customer?". He answered me like this, looking at me from head to toe: "By the way, do you know how much is that book that you are holding?". His response really made me embarrassed.

This salesman doesn't know how many books I bought in that store. I even purchased a Nook Color last 2 months ago. I felt so humiliated and I was very upset. Maybe because of my skin color, that I am a Filipina and doesn't look like a resident from Park Avenue, that he had treated me like that. I complained to the customer service and immediately called the manager named Jovy (I'm not sure of his name), he was nice though and apologized after hearing my complaints. He asked a couple of questions and promised that he will talk to the nasty salesman. I told him that I am an artist and wanted to buy the book but changed my mind.

This incident was very traumatic. I wonder how many customers with black or brown skin color had been victimized by this mean, nasty and racist sales guy. I don't know if I still want to go or purchase in that bookstore again.

What can you tell me about how I can track book sales?

Barnes and Noble displayed on their ranking charts last year (2010). This time that I was ranking at 899,877 which to my understanding would be 100,123 copies sold. I never saw any money to reflect that amount.

When I called and asked Barnes and Noble what those rankings meant, after being evasive, and argumentative, they finally said, "We leave that between the author and publisher."

I self published with Author House Publishing.

I bought a Barnes and Nobles membership card. After I got home, I tried to enter the member number but it doesn't work. I called the 1866 on the back of the card and I was told the same, that the number provided by me is invalid.

They took the $25 but did not activate the membership right away. This is a one-year membership starting from the day that I pay, but the services might not start until a few days after because it might take longer to activate my number. I am not following this one year starts from the instant that I pay.

On June 28 or 29, I received an email stating my pre-order was available which, as I said, I had cancelled because their book did not open in my Adobe files. It says authorized to another user when I try to read the book. Anyway, I was confused and called B&N who, after 40 minutes, told me that no one had authorized a refund and that the authorization number they gave me which is ** for both $8.99 and $12.99 were just a ** number that meant nothing.

I could not believe, after wasting over an hour and a half, that they pretended to give me a refund. This time, they said I would be given a refund. I have yet to get it as well as no email verification. I asked for a reference number but was refused. I am horrified about this especially since I cancelled the second order and it was charged to my credit card. I was not expecting it because I had cancelled it. For them to give me a phone number and when I asked about the original call, they said there was nothing there about me asking for a refund. Can you believe that? I hope to get a refund and I really want this stopped for others. I had to use over 2 1/2 hours between both calls on my pay by minute cell phone at 5 cents a minute that is $7.50 and they took the $12.99 out of my checking when not expecting I had to rush to the bank to cover the funds as well as a whole lot of stress while dealing with them.

On June 21, 2011, my manager asked me if he could use my corporate credit card to buy books for our meeting. I sat down at his computer and he had the B&N website up and the order was ready to be paid. I entered my credit card number and it prompted me for my email address. I added my email and a screen popped up asking if I wanted to renew my B&N membership. I tried to decline as I was using my corporate card, but it wouldn't let me move any further. My manager advised that I could place the membership fee on my corporate card, since we'd be using it to order additional books. I selected "agree" to a one year subscription and it moved forward. I selected my shipment preference and the order was complete. I was checking the balance on my on-line checking account that evening (21st) and noticed that I had a charge from Barnes & Noble on my personal account. They had used the default information and discarded the corporate card I had entered in the beginning without advising me. This wasn't a huge issue, because my company will reimburse the expense to my personal account. Today 6/23, I pulled up my checking account and the balance was significantly less than I anticipated. I reviewed the "holds" on my account and I now have two from B&N. One on the 21st for $146.77 and one on the 23rd for $121.77. I also have one charge on my account for $25 from Barnes & Noble (membership fee).

I called customer service and asked for assistance in explaining the charges. The associate advised that the first "hold" would be removed within 2-5 business days. My complaints are:

4) Placing another hold on my account - basically, doubling the hold without first releasing the original hold.

The economic impact is I'm now short $146.77 in my checking account and I'm not sure when the funds will be made available (2-5 days). The original transaction of $146.77 should have been on my corporate card, now I have to submit an expense to my company for approval and it will show up in my paycheck in 2-4 weeks. Overall, this messed up transaction has caused an impact of $293.54 to me personally. Understanding that $146.77 is just a "hold" and will be released, it's money I'm not able to access today.

I bought a book displayed online from Barnes & Noble. After two weeks, the book arrived not from Barnes & Noble but from the authorized seller Better World Books. The seller sent a wrong volume. I contacted Barnes & Noble as well as Better World Books to complain the wrong item. I requested them to send me the correct volume. Instead, they canceled the order and promised a refund.

My complain about this transaction is that they did not do their customer the favor by arranging to send the correct volume even though it is presently displayed in their websites as available. Because of their error, Barnes & Noble and its authorized seller Better World Books have deprived me of immediate access to the volume I was supposed to use in my current research. Thus, my research was hampered because now I have to look for another vendor online and wait for another 2-3 weeks to secure the volume I needed badly. Barnes & Noble and Better World Books did not make the extra effort to send me immediately the correct volume which they have access to. They simply canceled my order without considering the implications of their actions on their customer.

I pre-ordered "Modernist Cuisine," a book costing over $500, on February 22, 2011. First off, in April, the publishers were assured by Barnes & Noble that everyone who had ordered a book thus far would receive a copy from the first printing. This is noted in their blog post from April 14, 2011. Please keep in mind I pre-ordered the book on February 22 well before all the copies had been spoken for from the first printing. Every time I called customer service regarding the status of my order I have been promised that books were shipped to customers in the order they were received. However, in May, Barnes & Noble shipped books to new orders which were placed well after my pre-order and well after the publication date. I have acquired two order numbers to demonstrate this.

My expected ship date for my order was originally the release date, March 14, 2011. I have received a variety of expected ship dates from Barnes & Noble customer service reps. What I don't understand is when I look at my expected ship date online it has not changed from April 6, 2011. To me it seems as if my order was swept under the rug in April. When I spoke with someone at the end of April, they told me word for word that my book was at the warehouse, and it would ship at the end of the week on Friday, April 29, 2011. Clearly, what happened was that Barnes & Noble allotted their final shipment of books from the first printing to new orders instead fulfilling my pre-order and probably numerous others. When I was in contact with Barnes & Noble customer service reps about this specific issue, their excuse was the orders were closer to the warehouse than me in NYC. This made me livid. This was an unacceptable excuse seemingly pulled out of the air in an attempt to cover this major distribution error.

Everyone I know who has ordered this book from other vendors (Amazon.com and Kitchen Arts & Letters) has received their copy even though they placed their original order well after I placed mine. If I would have cancelled my order with Barnes & Noble at the first sign of trouble and ordered through one of these vendors, I would be able to read my book right now. However, the constant assurances that my book would be shipped shortly and they were filling these orders chronologically prevented me from doing so.

Now Barnes & Noble is telling me that the book I ordered in February will not ship until September. This is unacceptable, especially when the publisher has stated on their blog, "Copies from the second printing have begun leaving the bindery, and the first 615 sets began their transoceanic journey to the United States on Monday, June 6. Another shipment of that size is scheduled to leave port on June 13, and each Monday thereafter new containers of books will set sail for booksellers around the world with weekly shipment quantities rising to 1,800 copies in mid-July."

This has been repeated by Bruce **, publishing consultant for The Cooking Lab, in an email which he stated, "The second printing is now starting to ship to the US and B&N will be receiving books in late June or early July. They will ship books to customers in the order they received the orders." So, with this information why are you telling me that I will have to wait until September at the earliest when my order has been "given the highest priority" again? Obviously Barnes & Noble is the party at fault, not the publisher. Clearly, I am an unsatisfied customer. I have received lie after lie from Barnes & Noble and they need to make this right. Another issue is that at any moment my book could be shipped with no warning. So, at all times I must have $509.44 available in my bank account.

Purchase a Nook Color for grandson (12) for birthday. Told this to sales persons. Asked how I could put money on the Nook as part of the present. Was told just buy a Nook gift card and he could do it himself. Gave gift to grandson only to be called by him that he could not use the gift card without a credit card. Called B&N told them the problem, they said this was necessary in order to download. Why when you have a gift card?

I was told they would only use the card as a default. I asked would I be notified before the purchase because I don't live with grandson. No, I would have be the owner and they only notify after the fact. So I would have no control as to be billed. They advertise this as a great gift for children but don't tell you only if your ready to give up your credit card in the process to kid.

Barnes and Nobel has the worst customer service! I lost my time and money at the phone and writing emails to them. They never gave me a correct answer. I would never buy again at Barnes and Noble.

I was given a Nook for Christmas, it developed a vertical line through the display. On May 31, 2011, I contacted the company. As it was still under warranty, I called the company and requested warranty service. They said they would send a replacement Nook and would have to charge my credit card $150 until the defective Nook was returned to them. The prepaid shipping label would be included in the box with the replacement Nook. On June 2, 2011, the replacement Nook arrived with no return shipping label. June 5, 2011, no shipping label yet. Once again, I contacted customer service. I spent 13 minutes on the phone. I was told to check my email. I tried a different email address, still no email. On June 6, 2011, once again I called and was told to check email. Twenty-two minutes on the phone, still no label. On June 7, 2011, I called customer service. I was on the phone for 1 hour. No email label and no supervisor. They refused to put me through.

As of today, I have had no satisfaction. They still say to check my email. There is no shipping label at any of the different email addresses I gave them. I can only assume they do not honor their warranty.

In December 2010, I bought a Nook Color. The driving force behind my purchase of this product was because multiple BN sales representative at multiple BN stores, said the Nook Color carries the Android platform, and with new software update in January 2011. The device would work like a Tablet with access to all the Android Apps. I did not just go to one BN store, but I went to at least three, and the story was the same. There was even news articles talking about how the Nook Color would carry the Apps from the Android market, and comparing the device to the Ipad (another tablet computer).

I bought the device in December 2010, waited though January, then February, but still no update. I went back to the BN store in March and asked when they were going to send out the update. They said "we don't know you'll just have to wait". At this point I got upset, and contacted BN's Digital management, explaining that the main reason I bought their Nook Color was because I thought it could also be used like a tablet, and carry Android Apps. I asked them for a refund based on the fact that the product was miss-sold, because I was told one thing by more than three of their employees at three of their stores, but what I got was much different.

The Management team told me they could not give me a refund because it's past the 30 day return policy. I outlined that mutual consideration was not met in this transaction and there for nullifies the 30 day return policy. BN used illegal and fraudulent sales tactics and Public Relations (since it was also miss sold to the press) to sell this product. As of now (June 2011), there is still no software update, the device cannot get access to Android Apps, and cannot be used like a tablet it was compared to in the media, and advocated by their sales reps in December 2010. They committed massive fraud, and should be fined heavily for what they have done.

Nook Color device, purchased in December (Christmas gift) worked fine until April 25, 2011, when B&N released an update which I downloaded onto my Nook Color. It immediately broke the device. I was sent a refurbished device a week/ten days later, and when that later was 'automatically' updated by B&N, that too broke.

Breaking means that the device, after the update, was unable to connect to a Wi-fi router. With the first device, I was told to reset it, erased everything, and try again. I was left with a device that was completely blank and unable to be registered and thus, return to its normal condition. Thus, the 'replacement' device was sent. When it too lost Wi-fi connectivity after it auto-updated about a week after I received it, I refused to reset it, and thus was able to use it with the few books I had been able to download prior to the auto-update.

During numerous telephone and online conversations with B&N customer support and technical help, not one admitted that the update was the cause of the of the breaking. Hundreds of posts by many people have been written on B&N's public forum about this, and other, problems associated with the 1.2 update released on April 25, which continues to be rolled-out automatically by B&N.

It appears that they are aware that some wi-fi routers will never connect to their device, as a B&N marketing liaison wrote a post to that effect. However, there has not been on public, formal statement by Barnes & Noble addressing this matter which has affected an unknown number, but thousands if not tens of thousands of their Nook Color eReaders. None of these eReaders are more than a year old, so they are ALL under warranty.

Customer Service is not acknowledging the cause of this problem yet apparently hundreds, if not thousands, of people have contacted them regarding the Wi-fi connectivity problem specifically. B&N has broken and now KNOWINGLY breaks devices that the consumer has paid $250 for, and does not meet its warranty obligations in providing a functioning replacement or return of purchase amount.

The Nook and Nook Color e-readers work great except for network access. They claim that the device will completely connect to any 801 b/g/n WiFi. However, it only works with certain routers and networks leaving only Starbucks, Peets or BN. Support will put you through a series of resetting and power on and off. Then, they want me to reset the router. I informed them that I am unable to reset the routers at my favorite coffee joint or the Free Berkeley Wifi or at the public library.

When I originally registered my Barnes & Noble Nook Book Color, I inadvertently added an additional letter to my e-mail address. I also registered my Barnes & Noble gift card at that time. After purchasing a few books, I got my bank statement and discovered that the books had been charged to my bank account and not to my gift card. When I inquired about this, it brought to light the fact that my email address was not correct.

Barnes & Noble fix for the problem was to re-register my Nook Book. The problem with that being that I would lose all of the books that I had purchased. Even though they have on record all of the books I own and the bank account number that purchased those books, since the email address is wrong, it becomes another purchaser when they send the books to my correct e-mail address.

I didn't want to lose all of my books, so I just lived with it, knowing that my bank account was being charged for any new books I bought. Two weeks ago, Barnes & Noble changed the operating software for the Nook Book Color. When I turned on my Nook Book, the only thing I could do was open a page advising me to go to my registered account. I didn't have a registered account because the e-mail address was wrong. I called the Barnes & Noble Technical support folks and was told not to worry, and I simply had to wait about 24 hours and they would have the problem fixed.

Two days later, I called and was told at that time that I would have to re-register my Nook Book. I explained about the e-mail address and the books that I had purchased. I was told that due to the circumstances, Barnes & Noble would allow me to repurchase the books and my account would be refunded. I was pretty skeptical about this because Barns & Noble had been very insistent that they couldn't refund my money in the past. I was assured that it would not be a problem. Still skeptical, I asked for the Technical support agent's name and employee number. Again I was skeptical, but I was assured there would be no problem. The agent helped me through the deregistration process and as stated, my books were gone. The agent then read me a list of the books that I had purchased and told me to call back the next day and my account would be refunded. I repurchased the books, called back the next day and was told that there was no record of the conversation I had with the last agent. It was like, "Tough luck, your fault, see you later, bye."

What is the difference between buying a hard cover book and buying an e-book? I didn't pay to rent the book, I purchased it. Barnes and Noble made a verbal commitment to me and didn't hesitate to take my money.

I have bank records that show I purchased 17 books over about an hour time period. They know that they are the same books I had on my Nook. I can get the phone records that show the date and times I was on the phone with their technical support. As a rule, the technical support agents give only their first name, so callers have no recourse when they mess up. Bottom line is, I have had to pay for the same book twice, and I don't appreciate being duped into letting them steal from me.

I was at my local Barnes and Noble today looking for a book. I walked by the sexuality section, which is in the front half of the store. As I was walking by, a very pornographic image caught my eye. This was, in my opinion, way too much to be out on the shelf for all (children) to see. It was a full body image of a man and a woman completely naked, having ** and flaunting their glorious "O" faces. If you want to go find **, that's your decision, but it should not be in my face or my children's face while I'm trying to find a book that was recommended to me about positive psychology.

I asked the sales associate about the book cover and wanted to know if there was any sort of rating system that they follow for book covers. He rolled his eyes at me and said "If it's in the sexuality section it's okay". I'm extremely disappointed in Barnes and Noble for allowing that image to be on display for everyone to see. I wish more people would speak up and put their foot down. I've done a lot of research on the harmful effects of pornography addiction in our society and part of the reason it's so popular is because it's shoved in our face when we didn't ask for it. I'm upset with Barnes and Noble for not standing up to that.

Over a month ago, I purchased several books online for my nook. The total came to about $12. Today, over a month later, the charges were finally posted to my account, driving it into overdraft. At the time the purchases were made, there was plenty of money in my account. Recently my husband transferred all but about $10 to a different account. Today the charges were posted, putting my account in to overdraft by a mere $0.71. Unfortunately, that meant $100 in automatic overdraft fees. I called customer service, and the first person I talked to was extremely unhelpful, and rude. I finally asked to talk to a manager, who's attitude wasn't any better. What I asked for was that since the charges had taken a month to be posted, that I be refunded the books to partially offset the cost of the overdraft fees. Not only were they completely unwilling to help with my request, they told me I was irresponsible for not keeping enough funds in my account. Who watches a transaction for over a month to make sure it goes through? They said their system had been bogged down. They should have let their customers know through some form of communication about what was going on! Eventually I was feeling very upset, and the manager hung up on me.

My other complaint is that among the books available for free on the Nook, there are all sorts of pornographic or erotic materials available. If a child had a Nook, these materials would be right at their fingertips, even without a credit card. I'm disgusted with Barnes & Noble and am determined to discredit and damage them in any way possible.

I ordered a $160 textbook from Barnes and Noble. They advised a ship date of 1/14/2011. On 1/15/2011 the item has not been shipped out yet and the automated voice messaging stated my item was still due to ship 1/14/11. Then I received an e-mail saying I could cancel my order, because my shipment was going to be delayed 1-5 days. I cancelled my order, nothing was charged to my credit card, and I never received a shipment notification or tracking number.

I then re-ordered the book from Amazon. After I spent another $160 on Amazon, Barnes and Noble sent me an email saying they couldn't cancel my order, and that my order was shipped. There was still no charge to my credit card, still no tracking number or shipping notification. I called customer service and they advised the same, my order can't be canceled, but they can't tell me where the book actually is. Up to this time, there was still no charge to my credit card. I am now furious and I am going to have to accept this $160 book whenever they ** send it, and dispute the charge and/or return the book on my own dime.

I will never shop at Barnes and Noble again. I am appalled, I feel like they basically stole money from me. For such a large company, their customer service is incompetent and rude, their shipping system is completely wrong, as is their billing system. If I continue to have billing issues, I am going to consult a lawyer for fraudulent behavior and stress. I am going to continue looking into ways to lodge complaints against this company.

I will have $160 charged to my credit card, then I will have to incur shipping fees to send the book back. Time, effort, hassle. Who has $160 to spare in this economy?

I am writing to inform you of a serious complaint regarding your store. On 1/12/11, I went online to purchase an e-gift card from Barnes and Noble. I was purchasing this as a gift for someone's birthday. Your website gives the impression that this is an immediate email delivery to the recipient. I received an email confirmation stating that the order was being processed. Not only that, it says directly in the email that it will be immediately delivered. My recipient had not yet received it. I called Barnes and Noble's customer service at 9:03AM EST. I was on hold before even speaking directly with someone for over 25 minutes.

When I finally got through, she stated the order was not even in the system yet, but to check back in two-three hours and it should be there. I called back at 1:34PM. Again, I waited on hold for over 35 minutes! When I finally got through, they said it still was not in the system yet. How can this be? I received an email confirmation with an order number. This, I thought, is absurd. In any case, I decided to wait a while longer. At 5:37PM, I called customer service again. I waited on hold for approximately 47 minutes. Forty-seven minutes, you say? This cannot be the type of customer service Barnes and Noble wants to give to their valued customers. After getting through, I was then informed that it still has not been put into the system yet. I had it. I demanded my order to be canceled. Her response? We cannot cancel the order because it is not in the system. This was absolutely insane. I hung up.

This morning, I went online to check the order status. The order status said that it was going to be delivered by January 18. January 18th? Are you serious? That is next Tuesday! I believe this is false advertisement on Barnes and Nobles' part. I will be writing to Consumer Affairs, as well as the Better Business Bureau. I have since canceled my order, thanks to a representative who was more than happy to lend out a helping hand. The service that was provided was absolutely uncalled for and I would think that a company, as reputable as Barnes and Noble, would take the steps to make the consumer experience better. I am sure that I am not the only customer who has these complaints. Also, I want to make sure that my money will be refunded back to me, as it has already been debited from my account.

I received a Nook as a gift from a group of employees along with the gift receipt so I could return it. I took it back to the Barnes & Noble store where it was purchased, and was only given store credit. I was told that this was their company gift receipt policy.

What's the point of having a gift receipt if the bearer can't return the product for a refund? I see this as a blatant, greedy ripoff and I will make it a point to avoid shopping at Barnes & Noble in the future.

In December 2009, I purchased 6 $25 gift cards on-line from Barnes and Noble. I then used them as gifts. I was charged $150.00. Soon after Christmas I started receiving calls from the recipients of these gift cards that they had 0 balances on the card. I sent them over 100 emails it took them forever to respond and they still would not credit my account for the invalid gift cards. Finally after 2 months or so I contacted my bank to report the fraud and they ended up getting my money back from these crooks at Barnes & Noble. I now shop borders and Amazon. This year I purchased 2 of my sons' kindle and they love it. Don't buy from Barnes & Noble.

I bought a B&N nook and paid $50 more for the 3G model. There web specs show:

"*Available now in over 190 U.S. cities, AT&T 3G Wireless service provides accelerated data speeds and data capabilities for an amazing wireless data experience."

It also declares

"Connects anywhere via free 3G plus Wi-Fi"

"There is no charge for your NOOK's wireless features. You do not need a contract. "

They give you the impression you can connect to the internet but then you find it is only to their store to buy books. Not for the web.

This is false and very misleading advertisements and claims. How many people have paid $50 for a service they cannot use "for free" as even to use their store you have to spend money to get anything.

I was unable to download anything because there was a "payment problem". After three calls to tech support, we had supposedly solved all the problems. But I still could not download and got the same payment message. We spent 2 whole days trying to use our Nook and finally gave up. I returned to the store. Getting them to cancel all orders was another problem. Their customer support was abysmal.

I purchased nearly $300 worth of textbooks on December 30, 2010 from the Barnes & Noble. I also purchased the membership so I was entitled to "expedited, 1-3 day shipping". I later received an email with my expected shipping times of January 20, 2011, with one book expected to ship on December 31, 2010. The December 31 book is still not shipped (it is January 3).

I understand that it is a holiday and my books may be a few days (max!) late, but not shipping out after 4 days is ridiculous. I have tried to cancel my order three times and have been told, it is impossible. As for the books that won't ship out until January 20, I am unable to cancel those, but was not made aware that they were out of stock when I purchased them. Their service has been extremely unhelpful and rude. Since I am unable to cancel these books (they are textbooks for college, which started today), I am out $300 and have no money to purchase the books in store. Barnes & Noble has deceived me and I will never shop here again!

I purchased a Nook about 6 months ago and it was working well and we were enjoying having the Nook. Then on a Sunday morning on 12/19/1,0 the Nook stopped downloading new content we had purchased. I called customer support and they put me through a bunch of actions, the result of which was to erase all the books on my Nook and render it useless. They then told me I would get an email in 4 days. I spoke to a supervisor and he also informed me that I would get an email within 4 days.

Nobody was able to give me additional assistance. I waited 9 days and still did not get any email or communication from B&N. The time spent was 2 hours and the quality of Nook after assistance is worse. On 12/28/10, I called again and spoke with a supervisor, Marc, who tried to run me through several paces. He isolated my problem to a problem with my account and told me that I would get a telephone call the next day or on 12/30 which would resolve my problem. The time spent was 2:30 and the quality of Nook after assistance, identical. B&N never called and I still had no emails. On 12/30/10 at noon, I called again. I spoke with B&N again.

The initial rep put me on hold for 20 minutes while she got a supervisor. I explained to the supervisor that Marc had told me I needed to speak to an account specialist. This supervisor, Michael, told me that nobody from accounts speaks to people on the phone and that they communicate with email. I finally gave up waiting for the email. Michael hung up the phone on me after I had waited an hour and 40 minutes.The time spent was 1:40 and the quality of Nook after assistance was unchanged.

I purchased a Nook from Best Buy on or about July 23, 2010. At the end of October 2010, I noticed that my screen had cracked. It was not dropped or in any way used beyond the ordinary course. I contacted Barnes & Noble customer service via their 1-800 number on November 1, 2010 and was given two options: (1) rapid replacement wherein B&N ships out a replacement and I return the defective device upon receipt (with my credit card being charged if I fail to return the defective device); or (2) I could return the defective device and B&N would possibly ship a new device in 3-4 weeks if they deemed the unit to be defective. I elected to proceed with rapid replacement and provided my credit card number.

I waited several weeks and had not received the device. I called in again from work, but the particular agent I spoke with told me I had to have the serial number to locate the account. (Note: every other agent has found it via my email address). I did not have the information since I was not in the habit of carrying around a defective device. It was another couple of weeks before I called again; this time, on December 10, 2010. After being on hold for 30 minutes, I was told that a supervisor had cleared the shipment and that the replacement device would be sent to me.

I called again on December 20, 2010 because I still had not received the replacement. I was on the phone for another 30-40 minutes. I finally spoke with a supervisor who told me there was nothing he could do, that the hold up was the warehouse, and that typically, if I didn't receive an email within 24 hours, that was a red flag something was wrong. I did not receive an email so I called back on December 21, 2010. After waiting 45 minutes, I was told that they could not give me an update as the system needed another 24 hours to process.

On December 22, 2010, I went to a B&N retail store. The gentleman at the Nook counter called customer service and spoke with a woman who claimed the Nook was shipped out that day and that I should receive a confirmation email. I did not receive an email. On December 28, 2010, I called the 1-800 number again. I waited 45 minutes to reach an operator who refused to transfer me to a supervisor until he tried to "troubleshoot" the issue on his own. He then claimed to transfer me to a supervisor at which point I was put on hold for another 50 minutes before customer service disconnected the line! This is still obviously unresolved at this point, but I'm at my wits end trying to reach a resolution.

I also take issue with the fact that B&N will not service their own device if it was not purchased from their store. In my case, I purchased the unit from Best Buy, an authorized dealer of the product. Obviously, this was done to induce more people to buy their product as Best Buy likely has more locations and features (e.g. in-store pick up) that make purchase more convenient for consumers. The convenience, however, is moot if B&N refuses to service these products in their stores. Completely unacceptable!

In a recent visit to my local Barnes and Noble, I was 'called out' by 3-managers in front of other customers in the cafe. I had brought Christmas cupcakes to give out to people that had recently offered me food treats. The food that they shared was not bought at the cafe and neither was mine. Mine was home-made. I was screamed at by one manager as two others stood there also, but said nothing! I explained later that I was just reciprocating what had been so generously offered and accepted by me. And I extend this gesture the day-after Christmas. Then it was as if I had done something really horrible! And all I did was to pass out a few cupcakes to a select few. I really felt that my actions did not warrant the absolute over-reaction on their part.

They're screaming at me in the cafe in front of other customers and it was really very embarrassing and humiliating! The one manager screamed that I was not to pass out any more cupcakes and not to bring any outside food to the cafe and that if I did that I would be forever banned from the store. And all of this was said in front of all the other customers that were in the cafe. The handling of this situation was appalling! Store managers at this location have a very strong attitude of arrogance and indifference. No one there in a management position could see their fault in this situation, only other customers thought it was handled rather poorly. And one last thought: no where in the store, on any door, or wall is there any post that outside food is prohibited! There's no economic nor physical damage, but it's a very embarrassing and humiliating experience.

In a recent visit to my local Barnes and Noble, I was 'called out' by 3-managers in front of other customers in the cafe. I had brought Christmas cupcakes to give out to people that had recently offered me food treats. The food that they shared was not bought at the cafe and neither was mine. Mine was home-made. I was screamed at by one manager as two others stood there also, but said nothing! I explained later that I was just reciprocating what had been so generously offered and accepted by me. And I extend this gesture the day-after Christmas. Then it was as if I had done something really horrible! And all I did was to pass out a few cupcakes to a select few. I really felt that my actions did not warrant the absolute over-reaction on their part.

Their screaming at me in the cafe in front of other customers was really very embarrassing and humiliating! The one manager screamed that I was not to pass out any more cupcakes and not to bring any outside food to the cafe and that if I did that I would be forever banned from the store. And all of this was said in front of all the other customers that were in the cafe. The handling of this situation was appalling! Store managers at this location have a very strong attitude of arrogance and indifference. No one there in a management position could see their fault in this situation, only other customers thought it was handled rather poorly. And one last thought: no where in the store, on any door, or wall is there any post that outside food is prohibited! There's no economic nor physical damage, but it's a very embarrassing and humiliating experience.

I ordered two hard copy books on line on Dec 22nd 2010. I got an e-mail that the order was to be shipped on 24th Dec. But the shipping address was incorrect. As per the B7N site, I phoned 1-800-843-2665, several times. Each time I got " all our reps are busy' for two times, then 1 minute later, "Please hold, your business is very important to us" one minute later" we are unable to process your call at this time, call back later."

The B & N site says a customer can change an order on line. But there is no process available to do this. I called their store in Burlington VT. and spoke with Joel **, Asst. Manager. He told me the store has nothing to do with on line transactions and cannot help. He gave me the Customer Service number **. I talked to Harry and when he told me there was nothing to be done, I got Barbara **, Customer Complaint Lead.

She told me they could not change the shipping address that I would have to drive the 4 hours over snowy roads to pick up the books at the wrong address and return them to B & N to get a refund. If I wanted, I could buy the books again with my credit card and hope they would be shipped to the correct address.

At the same time, I ordered two nookbooks. These were sent by e-mail. But when I attempt to open them and send them to my library archives, only one will open. When I click on the second book, it opens to the first book, and the second book never appears. I have wasted a whole day on this.

I intend to contact the Attorney General of New York State to lodge a complaint. I would be happy to be part of any class action against B & N. Over the years, I have purchased many books at B & N stores. But never again will I buy any of their products.

They never received them. I have spent a lot of time talking to Barnes & Noble, Macon post office and Crystal River post office in Florida trying to locate this package. Crystal River faxed me proof that the package was never delivered to Jacksonville, that the wrong tracking number was applied and it was delivered to someone in Crystal River.

The Barnes & Noble manager informed me this happens all the time and probably a guard took the package. Bottom line, the package never made it to Jacksonville prison. He told me I could just wait 6 months to see if it shows up. I frequent Barnes and Nobles and am a member ** and have always loved it. I am a musician/music teacher and I purchase music and CDs there often as well as gifts for my grandchildren.

I don't feel the same about them now. Shouldn't a customer be informed that there is a possibility this will not be delivered? I wondered if it had been sent some where other than prison if the response would have been different. I'm very unhappy knowing I have spent money and this much time and I was basically told "that's the way it is."

I purchased the Nook 2 four weeks ago from a Barnes and Noble in Brentwood California. The Nook was to be a gift for my daughter. I followed all of the registrations and immediately noticed problems with the software fading and flickering. I continued to try and correct it through the settings but no luck. I returned to the vendor and was told that I would have to call the technical support for Nook. It was a 30 to 40 minutes wait when they finally answered my call and had no ideal how to resolve the issue.

The Nook was not coming up on there system either and I was told I would have to call back once the system had been corrected to include this Nook's serial number. I was told to call back in a few hours. I was told by the representative and the manager that they would have this corrected and send a replacement. I spoke with Paul about three to four hours later and he assured me that it would take a few days. I returned a call a few days later and spoke with a Geovanni ** who said there was nothing in the system and he would update the sap and then they could process me for the "next step". He told me I would receive a call next week once the serial number has hit the system.

I called the following week and got a Kanisha who simply transferred me to another representative. John was the next person and he could not find any of the previous account information or no evidence that I called or the paper work had even started. I demanded to speak to a supervisor. He suggested I go back to the store where it was purchased and make a stink. I was given to Daniel, a floor supervisor that refused to give me any information or ID so I could return to him if something else went wrong. He suggested that I should go to another store and he would call there and have them give me another Nook. I asked him about all the other run around with the previous paperwork shuffle.

He apologized but there were no records on my account. I asked to speak with another supervisor so I could be assured that there was not another order coming. He refused and placed me on hold, called the store nearest to me but still refused to give me his information so I could explain when I got there what he had sent me there to do. It all sounded fishier than the last times, so I demanded to speak to a supervisor and he hung up. I purchased a Nook color 2 and it is worthless. It has never worked properly and Barnes and Noble is just bouncing people around to avoid a negative sells. That is why they refuse to do refunds only exchanges. A stressful three weeks and being lied to do not justify a lawsuit, but defrauding people out of shoddy merchandise does. There are several people complaining about these devices.

Here are some reasons why I feel Barnes & Noble's customer service and product fulfillment are atrocious:

12-06-10: placed an order with 10 items that all usually ship within 24 hours.

12-12-10: package left warehouse (120+ business hours since order was placed).

12-12-10: package arrived at 3rd party intermediary vendor's (ARGIX Direct) location.

12-14-10: ARGIX Direct logs that they delivered the package to the USPS in Philadelphia, PA.

12-14-10: USPS in Philadelphia, PA log that they received an electronic notification to expect my package for mailing.

12-20-10: USPS has not logged that they have received my package.

12-20-10: It's now 11 business days since I placed my order and I still do not have my package.12-20-10 12:34 PM: I contacted a B&N customer service representative. It took 25 minutes to get through. The representative told me that I could expect my package today. When I told her that USPS has not logged receipt of my package she said that they sometimes don't update their system. It was either wishful thinking on her part or I was getting a blow-off. Which do you think it was?

However, I did contact USPS and their automated response said that my package has not been received. 12-20-10 6:10 PM: After it became apparent that my order wouldn't come today I called B&N's customer service department again. This time it took 44 minutes to reach a representative. She said that I have to wait until tomorrow to see if my package comes. When I explained that, I think my package is still at the 3rd party vendor, she said there was nothing that she can do until tomorrow.

Barnes & Noble advertises 2-6 days (business not calendar) for them to ship the product to the customer. As of now B&N has taken 12 business days and I still do not have my package. And no help from their customer service reps.

48 hours later when I called to ask how to complain, I was given two bogus email addresses by two different customer service reps. I kept the second service rep on the phone until I knew it went through. When it didn't she said, "well you have to complain to customer service on our web site. " When I asked her why I wasn't told this immediately, she replied, "do you want me to help you?".

I complained on their customer service web site and received a letter saying they just sent my reimbursement. Then I got a second email stating they were sending me another nook. I will never buy anything on-line from Barnes and Nobles web site again as I don't feel their customer service really cares about customers.

They advertise a Harry Potter DVD set as shipping within 24 hours that I ordered on 12/13/10. However, the email confirmation I received states an expected ship date of 1/5/2011. Upon checking the site again, the site still says ships within 24 hours'. When I call Barnes & Noble customer service to cancel the order, a Christmas gift, I am told that it is impossible because the item, although out of stock, has been marked as scheduled to ship. I don't understand how an unfulfilled order cannot be canceled. I had a similar experience with **** and was able to cancel the order without any problems, without calling customer support, without waiting on hold, and without being told a completely non-sense situation.

The B&N customer service associate offered the option to wait for the item to come back in stock, be charged for it, have it shipped to me and then mail it back for a refund. How does that make any logical sense? That is the most asinine and backwards policy I've ever heard of and completely put the responsibility on the customer for a scenario that should have never happened in the first place. What is the excuse for a large company such as B&N to have such poor policies? I don't want the item anymore. It's a holiday gift and I'd rather buy the individual something else that they can get in time for the holiday. Apparently, the only option I have is to have the credit card number that I used to be changed. I refuse to be held accountable for a situation not of my doing that is the result of bad business, bad practice, and quite frankly, rather ridiculous.

When I purchased a Nook Color from the B&N store, I was suggested to use gift cards for the purchase so that I can use a promotion to get $20 back, sweet right? The part they do not tell you is if you return the product, all you get is $200 worth gift cards, no option to credit your money back to your credit card. Basically, they render their product impossible to return. If you try to return it like I did, you get no money back. They steal your money and you get stuck with a high amount of useless gift cards that you will never ever use.

Basically, they close all venues for you to return the product and get a refund. My advise to everyone is steer clear of Barnes & Noble, since their business practices are dishonest. They do big mistakes as they did in my case and they don't admit their mistake. All they care is how they can sit on your hard earned money by luring you by phony promotions to prevent you from ever being able to return their undesirable products. I am truly sorry to be so stupid to ever step in their store at least you don't repeat my mistake!

I received a Nook in Feb 2010. Had several instances of freezing and finally the case cracked over one of the buttons. Both of these were known product problems. When I called their customer service, I was instructed to return the product and was offered the rapid turn around feature. At this point all was handled in an efficient manner and I received the replacement in a satisfactory manner.

In Oct 2010, the case cracked again in the same place and I notified customer service. They told me rapid return was not available this time and it would be approximately 3 weeks for the turn around then I could expect the replacement. I returned the nook on Oct 28 to the California address supplied by customer service and confirmed delivery via the UPS web site and the tracking number. In spite of numerous telephone calls to verify a shipping date I was always told it would be shipped within a couple of business days.

When I asked for an e-mail confirmation or a call back to confirm, none was ever made. On Nov 26th, nearly one month to the date, I again contacted Barnes and Noble customer support only to find out that, apparently, due to a warehouse reception change the system had not taken any action and my nook exchange was lost in the system.

The young lady I talked to confirmed they had received my second nook and that the replacement would be shipped out within two business days. She also indicated that in order to reactivate the case in their system, a new RMA would be issues but I should ignore any emails since it was purely an administrative exercise. On Dec 6, I call just to verify the shipment and was told that it would not be shipped out until Dec 10. Their service **. It will be nearly two months (if then) that a replacement will be received.

I ordered some books at the Barnes and Noble website on "Cyber Monday" to take advantage of a "Buy one, get one 50% off" deal. I made sure that my books were eligible, and proceeded to check out, but the discount did not come up. When I called customer service and finally got through (after multiple tries and more than 30 minutes total of holding), they informed me that the 50% off was off the original listed price, not the sale price. Since the item was on sale for nearly half off of the original price, I would not get 50% off the second item. This had not been stated in the promotional offer.

Here I was, thinking I was getting a fabulous deal. The books were on sale plus the second one was 50% off! But of course, if it sounds too good to be true, it is. On top of all this, the items said, "Usually ships within 24 hours," but I was later told that my order may not ship for two weeks! They would not split up the order (ship some books now and the others as they became available) without charging me an extra shipping fee, even though it was their fault the items would not be shipped as stated on the website.

I purchased and registered a Nook during my stay in the USA. The registration form allows choosing "outside USA", the drop down menu enables choosing Sweden as country. All these suggesting that selling abroad will not be a problem. I had with me some gift cards loaded up to my account. During the visit, there was no problem with the purchase, but after I returned home, the purchases stopped saying that B&N doesn't sell books outside of USA. Such a limitation should stay clearly on the registration page and printed on the Nook box.

How do they handle a situation if I intend to buy an ebook as present for a friend in the US? What happens with the gift card money on my account? Is it lost? Should I ask an US friend to impersonate me, buy the ebook and send me the epub file as attachment in a mail? How is this control implemented? They must control the IP number of the computer.

2) ask a friend from US to buy the book, once it is in your online library you can download it.

B&N says the cause for the limitation is copyright issue, when other firms have solved it that can't be a hurdled.

My Nook reader cracked and I was told at the store that it was a faulty design. I was instructed to call Digital Support for a replacement. The Digital Support employees were not at all helpful. When I asked to speak to a supervisor, I was told none were available. I told them I would hold and was then told no one in a supervisory capacity would speak with me.

The customer service was terrible. If I was in management at Barnes & Noble, I would be humiliated by the lack of customer service. In this economy, why would anyone put up with incompetence in employees?

I purchased a Barnes and Noble Nook in late April or early May 2010, along with the additional extended warranty that is supposed to replace it with a new one if anything happens to it. Last week, the face on the Nook cracked (the page forward arrow) and I called Barnes and Noble Customer Service. They were very nice and explained the return process to me. I gave them my credit card number (for deposit purposes only) and three days later, I received my replacement Nook. I was extremely happy until I opened the package and read the "Certified Pre-Owned" sticker on it. I was not happy as I was not told on the phone that I would be receiving a pre-owned replacement. I decided that if it was certified, I would not make a big deal out of it and registered the replacement, charged it overnight and got up the next morning ready to read as I was on a three-day vacation.

Much to my disappointment, in the first ten minutes of reading, the Nook froze and would not do anything. I called customer service and they tried to help me unfreeze it, but could not. So now I am waiting on another certified pre-owned Nook because the customer service told me they have no control over who gets new replacements and who gets pre-owned. I am sorry, but I purchased the additional warranty ($69.00) on top of the purchase price ($249.00) with the understanding that I would get a new Nook, no questions asked, in the event of a problem, only to be told now that I only get certified pre-owned Nook is unacceptable to me.

I was told in the Barnes and Noble store that I would receive a new Nook so in essence, I was lied to. Maybe Barnes and Noble should get together with the sales associates and get their story straight. Needless to say, I will tell everyone I know that Barnes and Noble lied to me and encourage them not to purchase a Nook or at least not the additional warranty.

Nook - OMG what a mess. I am on my second nook and having more problems. The first had multiple issues that were labeled by customer service (phone) to be my doing. These included: turning the pages too fast leading to multiple pages turned at the same time, pushing the buttons too hard, turning it off - why am I not supposed to turn it off? The freezing up was because I didn't charge it correctly and or long enough depending on which person I spoke with.

After hours of frustration and ultimately anger, I finally got someone to say they would begin the process of replacement. This nook was 2 months old. Well, it was replaced. The replacement is reconditioned, so it was a problem for somebody else and now it is my problem. I have had this on for less than 1 week. Last evening, I went to read and it would not "wake up". I left it and this am same. Now, I will again be without the ability to read using this device while I await a battery to replace what appears to be a non-chargeable reconditioned one.

I have been a loyal Barnes and Noble customer for many years but no more. Except of course the little teather that binds me as long as I can only order reading material from them. I cannot wait to see what other crazy thing are ahead before I am somehow able to extricate myself from this fiasco. $200 for nook, $60 for protective cover, plus the cost of books and the cost of gas to drive back and forth from the store with complaints.

I purchased a nook and it broke within a month. But the worst part was the bad customer service. I believe that they intentionally make the return process difficult. I was told that I could not return the nook to any of their retail outlets. Why? They are all one company! I was told they would send me a mailer to return my broken nook and after a full week and three calls, nothing arrived. I had to mail it back at my own time and expense, although they sent me a gift card. In fact, a supervisor told me that they make the return process difficult because of fraud! I told them that each nook as a serial number to verify ownership!

I sent back the broken nook over two weeks ago and still have not received a replacement. The most difficult part was receiving conflicting information provided by the customer service department. A few times, some of the reps tried to be nice, but they gave me incorrect information or couldn't help. Many times, the reps were hostile and nasty. I have lost complete confidence in this product and in this company, and would never purchase a product from them again.

Our handicapped son downloaded approximately $400 worth of books starting with 9/17/10. We called your 800 number and they could not credit our account with these purchases. Could you please reconsider this and email us with your decision? We have taken away the iPod to prevent this from happening again. Thanks.

I purchased a Nook in May. I should have known better. The first one died at the 14th day, did in-store return, and bought an extended warranty. It is now October, and the "forward" button broke. I called in for a replacement, the "had" to have my credit card for deposit, but was told "no worries, we do not charge if returned within 14 days." I have now made five calls. They can bill me for books, but cannot get a return shipping label to me. I asked for a supervisor but he would not even listen, would not give an I.D., title, and nothing but "Jay." I have spent $249 on the Nook, $69 for the extended warranty, and now, I am being charged another $189 because they say that they sent a return address four times (I even did a second email address). They have the worst customer service ever! Stay clear of the Nook!

I bought a Nook in July along with the "two-year extended protection plan" ($50.00). I dropped my Nook last week and while they did replace it, they informed me my warranty was now void. All the store staff seemed to be unaware of this policy, but the customer service line confirmed it. I should have been informed at point of purchase. I think a Kindle is in my future. So is Borders.

At this point, I will be telling all my friends to never buy a nook. Not only because of defects, but because customer service is incredibly rude and unhelpful. I have had 2 nooks lose pixels on the left inch from top to bottom. Sent a third this week, and they send me a refurbished. I payed full price, I want a new nook. I always keep it in a case.

Quintin, a "Manager" at customer service says the warehouse decides what to send. They won't give me a refund, or a new nook, and told me I am unreasonable. Won't give me a last name, a recording of the customer service call, or a contact for someone higher, just a P.O. box, so we all know what would happen with that. Very unhappy, never buying a nook, nook book, etc. again.

I have a Nook and after purchasing and downloading a book on 10/7, a new charge was placed against my debit card on 10/8. I called customer service who told me that the charge was placed against my card to make sure it was valid. I informed them that they had just charged my card for the book and asked if that wasn't sufficient. I then asked how they could place any charge against my card without my permission; I had purchased and downloaded the book on 10/7 and the new charge was placed on 10/8. I was then referred to my bank and told to dispute the charge. I will no longer order anything from Barnes & Noble.

We were very excited with the purchase of a Nook to take on vacation. We tested it before we left and it appeared to work. However, when we tried to use it to read a newly purchased ebook, the screen was frozen! We tried and retried but the Nook wouldn't work. We could not turn it off completely nor could we open it to view the book. The screen just showed an author's picture. As soon as we could get to a city with a B&N, we took the Nook in to find out what was wrong. At first, they said it needed a new battery but that didn't fix the problem. In the end, we were given a new Nook.The new Nook worked fine for about six weeks. Tonight just as happened the first time, the Nook is frozen on the author picture. Nothing we do will either activate the Nook or turn it off completely.

I was given the Nook as a birthday gift, so there was no chance to evaluate or compare to the Kindle. I wish there was, I would have hopefully seen these reviews and not purchase the Nook. Beside the obvious unlit backdrop (can't read without lighting or in direct sun), it has now started to freeze on me. It is not user-friendly in any way. Taking into consideration the results of those who have complained on this site, I am not going to go through the whole ordeal and will take Nook back to B&N for a credit to my husband's card. I can't say I'll even go with the Kindle. This experience has taught me that a book in hand is worth more than an electronic device that can quit on you in the middle of a good story. I don't have the time to play games, I am about to return to work which will end my reading time drastically. At least, a real book allows you to turn the page.

So I saw this new Nook the Barnes and Noble was selling. They had set up the fancy booth at the store entrance and seeing as how I live overseas with my job, I thought this could way cut down on excess luggage weight from books. So I stopped and had a long 20-minute conversation with the supposed Nook expert. I explained all about me living overseas and I didn't need the 3G version because I could not use it. He was like "oh ma'am, that's no problem. Simply get the wi-fi cheaper version and buy your eBooks on your computer and transfer them to your Nook with the usb cable". He assured me several times that it works just fine, no problems. So I picked up all the brochures and went home to read a little more after seeing nothing in their promo material other than "connect anywhere". I decided to ask for it for my birthday. Well, I got it last week and arrived in Italy 2 days ago to discover it was all a lie.

A completely uninformed sales guy and misleading promo material. It took me 30 minutes and no helpful phone call to B and N to find one measly sentence on their website saying eBooks can only be purchased by those physically in the US. Lame! This is kind of important to the consumer don't you think? So I shall be returning it for the new Amazon kindle who discloses all of this info upfront, no insane searching and phone calls needed.

My daughter downloaded the Nook reader onto her PC. Then she bought e-books in preparation for studying abroad. Barnes & Nobles Nook has, it turns out, a number of glitches, and it locked her out of her books that she had paid for. After spending over 2 hours on the phone with tech support they still refused to refund her money, and could not provide her with access to the books she had paid for. She kept asking to speak to supervisors, and we wound up with Teri **, who said she is the Digital Supervisor for Barnes and Nobles. She's very polite but totally unwilling to resolve the issue. She did offer to refund one out of nine books. Unacceptable.

On Monday, August 2, our organization placed an order of textbooks through Barnes and Noble via the website. At this time, we ordered several sets (32 copies / set) of a few different titles (over $1000 in books). One of the titles, The Prince and the Pauper was apparently low in stock. On August 3, one day later, I received the following email informing me that 19 copies of this title were canceled and could not be fulfilled. Upon receiving this, I sent an email inquiry to customer service regarding the charge to my credit card and received a response from customer service stating that I would not be charged for the items that were canceled in the order. Then much to my surprise, on August 19, I received another email indicating that 6 more titles out of the 19 canceled by Barnes and Noble were delayed but required further attention to be processed -- actually stating that approval was needed to ship any further titles, which of none was given.

I immediately called customer service on August 19 to question why these once canceled titles were now shipping. After being on hold for over 20 minutes, while customer service spoke with management regarding the issue, I was reassured that everything had been cancelled and no additional titles would ship. The same day, August 19, I received an email that 5 titles of The Prince and the Pauper, again from the 19 copies that were canceled by Barnes and Noble had shipped! Unbelievable! And then another single title shipping on August 20th! Another call into customer service this morning, August 23 and I was told that there was nothing they can do but ship me a return postage paid label as a courtesy to me. When asked to speak with a manager, I was told the same thing -- my card would be charged and when I return them and wait the processing time of umpteen amounts of business days or weeks, a refund would be issued.

I purchased a $600 Rosetta Stone from Barnes and Nobles. Had trouble downloading. Rosetta Stone states that since I didn't buy it directly from them I needed to provide proof of purchase. I have my credit card statement and the original box with Barnes and Nobles UPC code on it, but do not have a store receipt. Do not recall receiving one. Went into the store, they don't "have the authority" to provide a retail receipt. Told me to call 1800thebook. I called - they told me to call American Express and they would have to call B&N to request a receipt.

American Express states they by law (since 3/09) cannot request a receipt on my behalf. Called B&N again - they state they cannot help provide a receipt for any reason. I have a $600 product I cannot use. I spend a lot of money at Barnes and Nobles for my children - and if their "store policy" is to crap on a mother of two, then so be it. Shame on them.

My B&N Nook device got a crack in the touch screen (internally). The B&N folks say that isn't covered by warranty (although there is a limited warranty covering manufacturing defects). Nothing happened to my Nook. I am an adult. I didn't drop it or scratch it or spill anything on it or do anything other than read from it.

I purchased a Nook on 6/21/10, with the enticement on their website of an advertisement that offered a $50 gift card with purchase. I called about the card after purchase and was told it would arrive in 5-7 business days. When it didn't arrive, I contacted online customer support again, and was told the promotion ended on 6/20/10. I still have evidence from the site that shows a 7/2/10 expiration date on the offer.

I am deployed in Afghanistan and traveling with books is a big hassle. So, I bought a Nook. Since B&N would not ship it to my APO address, I had it shipped to my US address and my family mailed it to me. While I was waiting for it to arrive, I purchased and downloaded several books. When my Nook arrived, I was very excited! I turned it on thinking I was going to be able to load my books to it and begin reading. Wrong! I had to register it. Okay, no problem.

Wrong! I was not able to register it as I have a German IP address. After much research, I find out that the Nook is just a $250 paperweight for me here. The advertisement for the Nook on the B&N website is misleading and I don't know how the company can in good conscience advertise "Connect Anywhere" when that is not the case. One should not have to do research to find this out. It should be stated clearly on the page where you purchase the Nook. Saying that it connects anywhere is deceptive advertising and Barnes & Noble should be ashamed. I have packed my Nook up and sent it back to the US where I will have my family return it for a refund.

In the mean time, I am stuck with several e-books that I purchased and am not able to use. I purchased a Kindle the other night, was able to purchase and download books, and received an e-mail from Amazon today saying that my Kindle has been registered to my Amazon account and is on its way to me. I have had no problems purchasing books and will be able to load them on the Kindle as soon as it arrives and start reading. I have been a loyal Barnes & Noble customer for many years but I will never shop with you again and I tell everyone I know not to shop with you as well. Get some integrity and quit deceiving your customers! After doing a lot of research, I have realized that I am not the only person who has been deceived! Shame on you, Barnes & Noble!

I have a Nook. They do not acknowledge my credit card because of where I live. I was told to purchase a gift card, which they will not honor because of where I live. Active duty military can purchase online but not residents (retired military) living in Guam. I asked to return the Nook, and I was told they would give me a gift certificate, which will not be honored to purchase books online. According to their blog, I should be able to purchase. They lied. Guam is a US Territory....

"Thanks for your inquiry. At this time, you cannot purchase eBooks from Barnes & Noble outside of the United States.

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I renewed my membership in December of 2009 for $25. I do not shop in store and used my membership for the 10% off of regular prices on the website. At the beginning of the year, Barnes & Noble made all of their prices the member prices, stating that it was a temporary price break to give all shoppers "member pricing." Rather than ending that promotion and going back to regular/member pricing, B&N has now decided to make all prices low for every customer and instead of offering free expedited shipping for their members. This does not just affect new members, but applies to all members. When I signed up for my membership, it was for the discount. I do not need and would not pay extra for expedited shipping, and do not shop in the stores often enough to make 10% off in store worth paying $25 a year for. I paid $25 for a service that was then changed shortly after, and I have not been granted the benefits of the membership that I signed up for at the time.

On 4/5/10 I purchased via internet a book at Barnes & Noble (Order Number: 130704061). Next day I have received following message from them: Your order was shipped from our warehouse on 4/6/10 via International Air Mail. Until today 5/20/10 the book has not arrived and instead and against my many protests I am getting 2 Barnes & Noble spam every day to my mail box. In the mean time I send 2 complaints to them, without any result. They answered, they are stopping sending me commercials but I am getting every day new ones.

For the book, I should wait and that Barnes & Noble have no means to inquire about the whereabouts of the book: Because orders shipped via this method do not have tracking numbers, we are unable to report tracking results Barnes & Noble and its shipping partners are not able to influence local delivery practices. "In the mean time, I placed 3 separate orders at Amazon, which were sent by airmail and arrived in about 7-10days. I also was able to track the orders. The book was meant as a birthday present which I finally had to buy elsewhere -- so my purchase became pointless. After I get reimbursed (if at all) I will have to choose a new email address, because of their spam. Everybody knows, what that means. I spent about 6 hours in contacting Barnes & Noble, complaining, phone calls and inquiring at the post office.

Brad refused to respond to my questions about a book while at the customer service desk. He then proceeded to walk away and went into the break room without even acknowledging my existence. Shortly after that, I found out that he is the store manager. I would not buy a book from that idiot if someone paid me a million dollars.

Although I usually order from Amazon, I got a B&N gift card and thought I'd order my brother's birthday present from them. For about $30, I got an email promise to deliver the book, gift wrapped within three days; plenty of time since the birthday was still 8 days off. Seven days later, I tried to call. The automated number 1-800-the book is a joke. It tells you that the operators are busy three times and then hangs up on you. Call the local line 201-559-3882 and prepare to be lied to, starting with the agent's cheerful "I can help you" (they can't and won't) and ending with "a manager will call within two hours" (that won't happen, either).

I did get an offer to refund the shipping portion of my order, which I thought was funny since they hadn't used the three day shipping service I paid for (in related news, Barnes and Noble is also not charging me for fixing my car, cooking my dinner or any other services that they did not provide). My last call with "Laurie" ended with her saying how much B&N appreciates my business, echoing the line from their email "we are glad we could be of service and look forward to your next visit". This too is a lie. I'm sure they would rather have not done business with me (since I get mad when you take my money, make promises and then don't deliver) and I most certainly am sorry that I did business with them. Amazon works. Why mess around with a firm that is repeatedly dishonest?

I received my Nook on January 28th and since then I've been experiencing problems with the battery. I am recharging the Nook every 3 to 4 days. I only read maybe 1.5 to 2 hours a day and for that short amount of time, the battery shouldn't have to be charged this much. When I downloaded a book, the battery immediately drops a bar.

I've been calling the Technical Support number since January and I explained the problem and everyone I talked to agrees that I need a new battery.

On February 2nd, there was a software update to the Nook that was to provide an enhanced in-store experience and overall system improvement to include the battery. This update did nothing for my battery. I feel that I have a defective battery and all the updates in the world are not going to help. I called the Technical Support again on February 28th and was told that there was a 2-week delay in sending batteries.

I called again on March 19th and was told now that there is an indefinite wait for batteries, so this means that I could get a battery this month or next year. If there is that much of a problem with batteries, then why can't someone make a decision to send out a voucher or credit that would enable the customer to go to their local Barnes and Noble to purchase a battery. I shouldn't have to wait indefinitely for a battery when the bill came due to pay for the Nook which I didn't delay in paying. This is not good business practice for Barnes and Noble. Where is the customer satisfaction.

My first issue with Barnes and Nobles is the Nook. After waiting 3 months for it and finally getting it, it has become impossible to find any accessories for it. It takes a long time to connect to the network to make any purchases and the battery life is not what they claim it to be. I attempted to order a cover that was then "on backorder". Each time the date would get close, they would change the backorder date to another date in the future. After 3 months, I sent a question to customer service regarding the possible date it really would become available and their response was to send me an email saying they had cancelled my order. I attempted to order another cover and again it was "on backorder". The amount of the purchase appeared on my credit/debit card statement and as per usual, dropped off after a few days as per bank policy since the charge did not go through.

However, after 1 week, the charge appeared again in my account though no product had been shipped and again, had a ship date 3 weeks into the future. When I spoke with customer service, the first representative I spoke with solution was to cancel my order. I spoke with a supervisor who stated that if a debit card is used, they will keep charging the account and then let the charge drop off per the bank and keep recharging my account until the item becomes available. So in effect, they are tying up those funds for over 30 days without having the product available. I so wish I would have ordered a Kindle instead and I highly recommend to anyone considering buying the Nook to reconsider, Barnes and Nobles is not a good company to deal with. Their customer service is very poor.

I hate my Nook and here is why:

1. The first book I downloaded was blank. When I called customer service they said that it was a known issue. I have to ask if it is known, why I could download it.

2. Author listings are misleading. I thought I had purchased Catch 22 and Catcher in the Rye. When I started to read it I noticed I had bought something called Spark Notes (for us older people it's like Cliff Notes). I called to exchange for the books I wanted and they would not return my money because they said as soon as you download a book it is considered open. I find that crazy because as soon as you purchase a book it downloads to your Nook.

3. When I was speaking to customer service they lied about the functionality of the nook. They said that you are tied to the same disclaimers as the website since you can access the website from Nook--you can't. Also, they said that there was a message that prompted you saying that you were unable to return the item that you are purchasing (for cases like Spark Notes). This message window did not and has not popped up ever.

3. I think this may have been fixed in the newest software update, but the last sentence or two of every chapter is cut off and you have to play with the font size to make sure you are able to read everything. It took me two books and thinking that they were the worst writers ever to figure it out.

4. When you buy a pre-order book they charge you immediately regardless of when the book comes out.

5. It doesn't tell you that you are purchasing a pre-order book.

6. Don't believe that the battery will last you 10 days. 5 tops with no use; 2 if you read anything on it. Now just for nitpicky things.

7. The daily section is always the same stuff. They just update the date so that it looks like they posted new things. Boring!

8. I am not able to establish a network connection inside buildings in the middle of New York.

9. The selections of magazines and newspapers are very disappointing.

10. They say they have the largest collection of ebooks, but it always feels like I need to be a teenage girl to want to read the books they have.

11. When referencing footnotes it looses your reading place.

12. When you send emails to customer service they will only respond if you have an order number.

13. I have waited for over an hour to speak to a person in customer service.

14. Customer service does not seem trained to handle questions and dissatisfaction, although they do know the word no.

It's a waste of time, waste of money and frustrating. Buy an iPad just because B&Ns customer service is so bad!

I ordered from Barnes and Noble online and received a ship date of April for books ordered in January. I called customer service. After being on hold for a long time, a rude representative came on the line and fixed the order so it would ship immediately. It turns out the it still did not ship until 4 days later and two more phone calls with rude customer service people. It is the last time I will do business with them. From now on, my book business goes to Amazon or to the local stores. I will also recommend to all my students who buy books online to go somewhere other than Barnes and Noble.

On January 5, 2010, I went to Barnes and Noble Booksellers in the Prescott Gateway Mall, and I purchased a sealed tray of Fabulous Chocolate Chunk Brownies manufactured by Sweet Street Desserts of Reading, Pennsylvania. The following day, in the process of eating one of the brownies, I bit down on a piece of metal with two sharp edges approximately 1.5cm by 0.75 cm.

Horrified and experiencing tooth pain, I went to the Internet to find contact information for Sweet Street Desserts. I sent Sweet Street's customer service division and wholesale distribution division detailed e-mails describing the situation I had encountered. Diana D, the National Account Manager for Sweet Street, and Melynda R from Sweet Street Customer Service eventually responded and apologized for the "inconvenience". Ms. R. asked me to return the uneaten brownies and the sharp metal object to Barnes and Noble in Prescott so that a corporate incident form could be filed. I did so yesterday.

However, the manager on duty, Sandra R. simply refunded my money and would not provide me with a corporate incident form, as she would have to "find one" and "copy it". Ms. R. was not in any way apologetic or sympathetic to my plight or concerns. In fact, she told me that her store sells a large quantity of food products daily and that she has never had a problem with foreign objects found in the food sold by her store. Needless to say, I am dissatisfied. Additional people could be at risk of biting down on metal objects from these brownies or other Sweet Street products and suffering serious injury, and my tooth is still in pain. Thus, this situation has been more than just an "inconvenience".

I ordered CD of Julia and Julia from Barnes and Noble a week ago and paid online for it but never received it.

My son used a visa gift card to purchase a game at Barnes & Noble. The clerk told him that the card was rejected. That was a lie. My son left without the game. We later contacted visa and were informed that visa had not rejected the card but had paid the money to Barnes & Noble. We contacted the store manager who refused to remedy the situation. The end result is that Barnes & Noble has the money and my son never received the merchandise.

We will never buy anything from this company again. the girl behind the counter was very rude. I have worked with the public for 30+ years. you don't treat people like this or you lose business. I will be going to Amazon or Borders or small book stores only from now on. I went online I was amazed at the amount of complaints against Barnes and noble.

Entered an online order for a CD. I got an email that told me it would be backordered. I told them to keep trying. 6 weeks after the expected ship date it was still not shipped. I went into my account online, accessed the order and chose the Cancel option but received an email telling me that the order was either shipped or in the process of being shipped. 5 business days later I had received no email notification of shipment so I called by telephone. I was told that the item I had on order was not yet available and had not shipped but I could not Cancel it. However, they would make sure it would be shipped to their warehouse rather than my shipping address and that my account would not be charged if the item actually was received by Barnes and Noble. But my credit card would remain with a hold on it for the cost of the order. Previous cancellations were always accepted by the Barnes and Noble system if the option was shown as available online, however they have changed their programming to not allow any cancellations.

I ordered a couple of books from the B&N online store. I waited and tracked the order but when I noticed, it showed as "delivered" on August the 11th and signed by someone called Zavala at the "dock" on the UPS webpage. I tried to contact customer service from the web page: no response except for the e-mail telling me I will be contacted within 24hrs. Then I called customer service. They said they had to investigate with the carrier.

Days after, I received a phone call from UPS! But I never ask for their services! B&N did! Well, I was interrogated and this was the second time I was told the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th. They assure they will contact B&N to send the product again since I did not received it the first time. I was happy then.

A week after (8 weeks after I placed my order) I called B&N again and I heard one more time that the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th. I said I had complained about it and that I had not received the books. They could not solve my issue then, told me they will contact me soon.

A day after I received an e-mail telling me... guess what, yes!, that the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th, and for that reason they will not make any refund or another delivery. End of the story. The order was only for $24 dls! Now you all know how much a customer worth for Barnes & Noble.

I placed an order for a gift to my sister in another state. My two gift options were not available for gift wrapping. I tried to create a gift card but no option was available. I did not want the "payment" information included with the gift so I called Barnes and Noble customer service. The employee told me that I would have to place the order and then call within an hour to have the shipping information and prices taken off the order. I called in an hour but an employee told me that their website was slow and to call back in another 2 or 3 hours. I got online and wrote "feedback" to my order NOT to including prices with my order as it was a gift. I called Barnes and Noble 1-800-THE BOOK after several hours but was told by the employee that their website was slow and to call back in 7 hours. They assured me that I would have 24 hours to take off the pricing information since it was a gift.

I called after the 7 hours. They still could not get to my order and told me to write to customer service, (which I had already done), so she assured me that everything would be okay. I took the precaution of writing a second letter to notify them of my request and to please get back with me to let me know that had been done. This morning I got an email that my order was being shipped and to notify them of any changes. I, immediately, called customer service at 1-800-THE BOOK, again. The employee told me that unfortunately the order had been shipped and the changes were not made. The prices were included with the order!

I asked to talk to a supervisor. She stated she was sorry and they could offer me a $5.00 gift certificate. I refused and wanted a corporate office number. She gave me one. I've called several times. No one answers, nor returns my calls. I am really upset at this situation. I will NEVER order a gift off of Barnes and Noble online again! I am humiliated that gifts were sent with the prices AND that customers are denied satisfaction with these kinds of situations. I did everything within my power to take off the prices and was assured this would be done. Then was denied the promises.

I made an online order and received a ship date of August 4, 2009, when I placed the order April 2, 2009. That's ridiculous. So, I called to cancel the order and take my business to Amazon. The lady said that the shipping date listed on my account was a mistake and that my order would ship next week. I was so tweaked about the entire BN experience that I just wanted to cancel the entire thing. She said no. I asked her, If my order isn't shipping until next week, why can't I cancel it since it hasn't left the warehouse? She said, Oh, that's company policy.

That's ridiculous! I should have the right to cancel, if the order has not shipped. I will NEVER do business with Barnes and Noble again! I want my money back! There should be a class action lawsuit against BN for their policies. They are bad business practices! $165

I have ordered to date over eight items from barnes and noble online of which only four have ever reached me!! I have spent days writing emails to clueless wonders and short of paying for international express, there is no way of guaranteeing delivery. lately i have found that even that is not guaranteed as though i paid $47 for shipping,they still used brokers worldwide which has to date LOST ALL ORDERS SHIPPED TO ME FROM B&N!!!

In refunds i have lost from $5 to $10 in charges when the money is credited to my account. Over the month or so it takes to refund i have lost value on that money. The last order is for textbooks i need now not later so my efforts towards career improvement are somewhat on hold WHICH IS HURTING ME FINANCIALLY SINCE I HAV ALREADY STARTED THE COURSE FOR WHICH I NEED THE BOOKS!!!

Return was good with receipt and under 30 days. Manager would NOT take my return, and refused to do so. She accused me of stealing-even though I had a receipt. Also, the Starbucks drinks (they are overcharging on prices) and the environment is not clean. Health and Human Agency should come and do an inspection because they have food all over the counter, floors aren't swept, dirty cups, spoiled milk, rotten milk, rotten food,

I ordered two items December 17, as they were cheaper on the website than in the Barnes and Noble store. I was told they would arrive by Christmas. In fact there were banners on the site promoting Christmas delivery. Neither of them arrived on time so I had to buy them at full price in the store. I finally received the calendar in late December(and returned it) but have still not received the cookbook.

It was shipped 11 days ago on Jan. 9 but has not arrived yet. So, it's been almost a month since that should have arrived. Contact with e-mail customer service were useless as they did not care at all and were not helpful.

I had to do additional shopping at the last minute when the store was crowded. One item cost more in store, as the book was $22 instead of $13 (loss of $9). Cost of gas to travel to the store was another $1.

I ordered a book on November 11, 2008, for my oldest son for Christmas online. It was supposedly sent to me on November 13, 2008. Needless to say I have not received it to this day. I placed 8 calls to their customer service line. ALL of these were to no avail. I found EVERY one of the representatives I spoke to uninformed, unintelligent and they basically could care less about me or my problem. After 4 e-mails also, I am out $16.00 with no book. I eventually went on ebay and won the same book at auction. Had absolutely no problem with the transaction and received it in time for Christmas.

To date I still have not received the Barnes and Noble book, nor have I received a refund from them for it. I did send them an e-mail stating that they should contact ebay regarding Customer Service training for B&N employees. Loss of $16.00. Actually, around $30.00 when you consider that I purchased the same book twice.

Upsold me on expedited shipping at Christmas. Did not deliver on time. Refused to refund charges or provide any kind of reimbursement. Spent more than 30 minutes in futile attempt to work with customer service.

$50 damages.

I recently attempted to exchange a new book with receipt for to be applied to additional purchases but was told that I cannot return a book that was purchased more than 14 days ago. I asked where that policy is documented and was rudely told that is documeted on my receipt. This is an outrage--no one reads their reciepts to extract such information. Ehy don't [they] post this notice in [the] store?

My customer records will show that I have been a long term customer who has purchased thousand of dollars from B & N. But NO MORE! [They] have lost a customer who will now deal with BORDERS who does not charge an annual fee of $26. Y[They] should be ashamed.

I purchased a WII console online for present, for my little girl and paid for this purchase to be overnighted by my credit card....Well I was waiting for it to arrive I figured it would take a little while since I ordered on Saturday. I got email conformation stating that it would arrive at my house on the 2nd which was a Tuesday no problem totally understanding....called Wednesday at 3:00 no WII yet.I was told that my WII was on back order and that Gamestopp would have to refund my money.

needless to say barnes and noble were the ones who had my money and I still don't have yet!!!!!!!!!! they have called me a liar several times and been very rude. when they were the ones that cancelled my account and lied about

I still don;t have almost $300 of my money and my child did nt get her birthday gift

I contacted Barnes and Noble to have them reissue my certificate as I had not redeemed it.

They requested my email address, the email addresses of the giver's as well as the name and address of of the giver. And the time it was sent.

Everytime I supplied the information another request came.
To no avail B&N cannot locate my certificate.

B&N have the money and I do not have my onling gift certicate.

I'm a federally disabled person who was banned from all Barnes and Noble stores. Basically what happened was I was spending a great deal of time in the Saugus store. Management and employees felt uncomfortable with me around, yet there were plenty of other regulars, especially students, who spent as much time there as I did. My illness started to act up and in the process, after making a complaint about their dirty bathrooms, I was treated rudely on the telephone, harassed in store by several employees, and finally told I was no longer welcome in any of their stores nationwide. Part of this is my responsibility because I was made to feel unwelcome in the beginning, but I wasn't well enough to find another place to become a regular. I should have gone elsewhere from the beginning. Live and learn. In summary, Barnes and Noble is not any friend to the mentally challenged / disabled. Thank you for your time.

I bought a book online and was told it shipped out 716 and would arrive to me 728. Did not get it than asked for updated information. They told me looks like a delay you will get 85. It's now 813 and book still has not arrived. Giving Customers false information is not a good company to be buying things from.

I went out today and had to buy a new book, but did not buy it from Barnes and Noble.

I ordered a Century Accounting Text book and paid for Priority Delivery in 2 - 3 bus. days, and the item did not come. When I called to see what happened to my order the customer service rep. told me that even though the payment page says priority delivers in 2-3 days, it actually comes in 5-7 days. If that's the case, why even pay the extra for priority if you aren't going to get it with in a week anyway? If I had known that was how it worked I could have saved $5.00.

I didn't have my text book to do my homework for the first week. It caused me to be behind in my work.

On Tuesday the 16th of October I was approached by Officer Rabbasa of the 1st precinct in the Childrens section of the 86th street Barnes & Noble between 6:30pm & 7:00pm. He was called to me by the manager of the childrens department, Irene B.

He questioned me as to my reason for being in the childrens section in a very confrontational manner acting like I knew what he was talking about. Asking that why of all the sections in the bookstore I choose the childrens section.

He told me if i was not buying anything or there with my own child that I need to leave that section. He mentioned that it was not only his opinion but that this was brought to his attention by the manager, Irene B. He said he was only doing what the manager told him to do.

He stared at me uncomfortably with his radio in his hand as people watched. He kept pursuing the fact that I shouldnt be there as I stood confused, embarrassed and shocked. I become very nervous and scared and he made me feel very ashamed, saying things like - 'C'mon, nobody comes to the kids section to look at books, you know what im talkin about', suggesting i'm a pedophile.

I felt like crying for those implications and was certainly sweating and blushing and very confused and scared.

Im embarrassed just writing this.

I eventually asked for the manager of the childrens section feeling demonized and violated. They said she had already left for the day.

I left that section feeling watched, ashamed , embarrassed, scared, and I feel nervous very often now.

I explained to him that I didnt understand and that I was confused and my reasons for being there. I always come to the childrens section of Barnes & Noble to look at the illustrations. I collect childrens books and would like to publish my own some day. I dont think this is strange being that i'm an artist. Even if I were not an artist it hurts me to have to be made to feel like a pedophile for shopping. There were no children near me at anytime that I was aware of. I was not aware of much because I was listening to my IPOD. Any inconsistancies in my story should be varified by the cameras recording of that section on that day at that time.

I could not buy the other book I need for my class in school because I was counting on the money

Over a week ago, ordered on line a nice set of Friends 10 seasons in one collection. I also then purchased a discount card (to defray the cost of DVDs (which offered a significant discount if card purchased along with DVD. I then ordered two other smaller DVD sets. Today, B7N notifies me they oversold the Friends set (after sending me the discount card and charging my account).

I had to be very forceful to get then to finally authorize cancellation of all orders (including discount card) This Bait and Switch tactic must be being worked on a large number of folks who also ordered that non-deliverable DVD set

No gift for Navy deployed daughter as now outside window for delivery of something else. Raised blood pressure dealing with non-caring service desk

Do people really think that these huge corporations really care in the least about the local communites that they are in once they have run the local mom & pop stores out of business? Having been employed with this company for 13 yr's and knowing what goes on behind the scenes the truth is much more than people know.

When Borders Bookstores decided to restructure and eliminate many of its Community Relations Manager postions we were told that at Barnes & Noble we would never have to worry about that happening because we know how important these postions are. Well did they really mean that? Barnes & Noble recently eliminated over 100 CRM postions. Sure they do have their story and sure they do have their corporate spokes person since Steve Riggio cannot do the speaking for the company that he runs.

They will tell you that they felt in stores under 5 million that the postion can easily be handled by the store managers. But what the store managers were told is that if is does not make money then they really need to evaluate if it is worth their time and effort. I know the knowxville location had its position eliminated in September. The district manager told me (at that time I was the store manager) in April that the postion was going away but I was they only one who knew and I could not say anything to anybody. Our CRM was at the time searching for a new home and yet I could say nothing. I carried this burden for months.

When the district manager came in to deliver the news to him he was told that there was a serverence package but he could not even have the time to talk with his family because she had to know that day. One CRM sent a letter to all the stores as well as to Steve Riggio who has never sent anything out to any of the stores making any formal statement. In his typical fashion he just let it fall between the cracks.

They owe me $2.00 plus the costs of three faxed pages. How many other people are they ripping off?

In July, I placed an order on-line, using a FLOOZ gift certificate. The order was accepted and I received a printed confirmation. A small balance was charged to my credit card. In October,realizing that I had not received my order, I called barnes&noble.com and was told that FLOOZ went out of business in August and that my order would not be filled. I asked why I was not called earlier and the reply was that barnes&noble.com should have called, but didn't. My feeling is that the Confirmation constitutes acceptance of my order and the payment method. After all, the FLOOZ certificate was valid when I placed the order. Am I wrong? Barnes& noble.com will not answer my e-mail and refuses to give me an address and person to whom I can send a written complaint. What can I do?