Consumer Reviews and Complaints
After 20 minutes and after a computer needing input, then a front person needing input, then a "tech asst" who asked me the same questions and spent 5 min. in broken English (I could not get the NOOK, within a book, to pull up the reading tools) put me on hold for 4 more min. to come back and say, "I can't help you. Call Barnes & Noble."
I bought a nook HD plus. Things worked fine for a month, then it all went to crap. I first noticed it would reboot itself and started doing it more if I played a game with a lot of video, or watched a video. Then I noticed the base of the charger gets hot, NOT just warm HOT! I also noticed the back corner of the nook itself was getting hot!! It since then died and now won't charge.
I then called customer service after I left a message on nook fb about it getting hot. Customer service told me that I needed to take it to a Barnes and noble for tests to be ran on it. They asked if I one where the closest one was, I said "yes, the closest one is an hour away". And customer service advised I should take it to the Barnes and noble store an hour away... ARE YOU KIDDING ME!!! I've read a lot of people complain about the nook and/or charger getting HOT I think maybe a class action lawsuit needs started.
Called their customer helpline in USA as device cannot setup. Then they said I have to contact Sainsbury's in UK as they left UK. Then I contacted Sainsbury's in UK, they claimed that for device problem, I had to contact their USA office. Calling USA office again, they said in that case, they had no idea on what I should do, and said they have already give me the answer which was they had no idea, they only took care American customers. I asked "so you did not care about all the customers in UK anymore?" Then the answer was they have left UK. Very disappointed with their attitude. When I tried to take down case number, she tried to read very fast.
My advice to Nook users is to buy an iPad instead. GREAT customer service and they teach you how to use it for free in person as many times as you need to go to them at an Apple store! I am 94 years young and I purchased a Nook because I cannot see to read most books anymore. The Nook reads to me, but after only 6 months it shuts off after 20 min. then I have to search around for the right buttons to turn it back on and it is so touchy it often goes to the wrong place to start again. No one would help me with the problem! So I bought an iPad with a reading app. and purchase books from iBook which comes with the iPad. IT WORKS SO MUCH BETTER... Anyone want to buy my Nook? Barnes and Noble can keep their books.
I have a Nook that was charging and when it got to 99% it stopped and would not work. I read the reviews that said the same problem has been happening since 2013 and to hold down the on/off button and at the same time, the wake up button on the bottom of the device. It shut off but when turned back on, same thing... stuck at 99% and will not operate. Great. Now what? How can a company sell a device that they can't or won't fix?
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Nook Credit Card Charges Unaware of - If you have a credit card, please watch when using your Nook. Every time it get on the darn thing I get charged for something and it takes a act of Congress to find out. I called the 800 on my credit card statement and they could not tell me until I give them my Nook serial number. I'm sorry, I didn't order anything. Remove the charges and remove my credit card from the Nook. This is ridiculous. Now I have to go home, get the nook and call them back.
I purchased a Nook HD plus in December 2013. I purchased the extended warranty which expired December 2015. My Nook will not charge anymore and when I complained about it I was told they have no repair department so too bad. Nothing they can do. I purchased 2 charging cords just in case it was the cord. Now I have a nook that is worthless. I paid over $250 for something to read books in and now it is useless. How can a company providing a product for that kind of money not have a repair department. They told me I could trade it in for a new one and get about $30 off. That is nothing compared to what I paid for it. It is a reader and should last longer than a little over two years for that kind of money. It is useless just because of a battery? To me this is incomprehensible. I will never buy anything from Barnes & Noble again.
I acquired a Nook HD+ in great condition and it worked flawlessly, for about two days, then it stopped powering up. I thought that since it was such a great device while it was working that I would pay for it to be repaired. I figured that it would have to be less than a new one. I was able to reach customer service pretty quickly but was immediately informed that they do not service their tablets. If it is in warranty they replace it. If it is out of warranty then your best option is to recycle it. C'mon B&N, this was a very nice tablet which seemed to be made well and you want me to just toss it? They offered to let me buy a new one, at the same price as the B&N website, but I passed. B&N, you are going to shed a lot of eReader/Tablet business if you keep this up. You lost me. Forever.
Purchased a Nook HD in Jan 2013. Less than 22 months ago and now have major problems with it. Keep re-setting itself all the time I try to get online. I called B&N customer service and all they say is "it is out of warranty". Really, this is poor service. Not what one would expect from a company like B&N. I have been looking online and note that this problem has been going on for over 14 months but B&N never did a recall of the product. This should have been recalled when the problem was discovered. Now I have a Nook which is useless.
I have to agree, the Nook HD is a bad product. What makes things worse is Amazon's attitude when it does pack up before 12 month warranty is up. I had mine 7 months, it bricked, just a white screen. Amazon don't want to know neither B & N. Shame on them all, selling a substandard product with no aftercare. Never buy from Amazon or anything by B & N.
Frustrated. I loved the Nook App and I have bought 67 books from Nook. Why should I have to buy a Nook device, I have two computers that should be able to access them. Most people don't like proprietary. Other companies do not require it.
I have had an early model Nook with Glow-Light for years. I have made many purchases over the years, each charged automatically to my credit card. My son also has a Nook. At some point recently my purchases began being charged to his credit card, and, his purchases began being charged to my credit card. I called customer support. 45 minutes on the phone without getting close to an explanation or solution. I was in one of those phone support nightmares where the agent asked the same questions over and over, ones that I had answered already, or for which the answers should have been evident already. I repeated the problem over and over, namely, purchasing has stopped working, and I had gotten a message saying "no credit on file".
I followed all the agent's suggestions for password recovery, on the BN.com site, though I felt many were inane, and became convinced the agent did not understand BN.com's web interface fundamentally, or just was not willing to pay attention. I escalated the call, and a supervisor helped me, but the solution was to de-, then re-register the nook. In desperation I tried this destructive maneuver. After recreating my account and entering a credit card, which was accepted, I am now faced with the terse error, "Unable to purchase".
Next, I tried chat support. After about a 15 minute exchange of info and suggestions, the agent apparently gave up, telling me their system was having problems and try back again in a day or two. I notice other reviewers reporting this response back in July. The chat agent finally asked if I was "still there". I answered, "Yes. Please wait", at which point the chat session ended abruptly.
Then, chat became unavailable altogether. I'm aware that things can go wrong, but it is exhausting when you encounter support as awful as this. There's nothing more annoying than encountering a support agent that uses a question and answer template, without thinking for themselves. And the sad thing is, I bet they could provide good support without the template, if they were treated like thinking, breathing humans able to do better than learn by rote. I like the Nook. I wonder if I would like the Kindle better. Or some book reader app on my laptop. Any suggestions?
This is the second Nook sent to me this year (2015). I am so disappointed in the function of this Nook. It freezes on me all the time and when you barely touch the thing it jumps all around. I bought a Kindle Fire and I have tried to download books from Nook library and it is impossible. I am done with Samsung. I had a phone too and problems with that also.
The tablet does a poor job staying connected on the internet. Loses the connection. Web pages freeze, scrolls very slowly or not at all. When trying to enlarge print too small, the web page jumps to a page unrelated to the subject being read. Contacted tech support and they are like robots. They tell you how to reset the tablet to fix the problem. It works but only lasts for a short time. They did replace the tablet eventually during the one year warranty period. It was better but the same problems came back. The second tablet they wouldn't replace because it is out of warranty according to their records.
Both tablets had big problems. Gone bad in less than a year. They offered a trade in program which basically means another loss. I am so dissatisfied with the tablet and how they have currently handled the issue. They have recently merged with Samsung on the tablet. Samsung is a great company. I want to get the tablet replaced with the Samsung version but I feel it should be a warranty exchange. The device has shown poor durability twice.
My Nook for windows suddenly stopped working. I called Barnes & Noble customer service and was told that they are upgrading the computer program and it would be 72 hours before it is completed. The 72 hours have passed. It does not work. It is now trying to sell me books I own in my digital content that I cannot open or manage. All of this has come about since Samsung and B&N decided to do a Nook together.
I was a long-time B & N member and customer. As well as a Nook owner (2 Nooks, actually) since 2013. Frequently, when I would purchase a "nook book," it did not show up on my Nook. I got the app "Nook for PC" --- sometimes the book would show up there, sometimes not. Frequently, if it showed up, I could not open it -- it was "locked." I would try to get assistance on their website, they always directed me to the "chat." The B&N "chat person" would take forever to respond, and after expending nearly 45 minutes, and being no closer to a solution than before --- I gave up. (One of their suggestions involved de-registering the Nook, and allowing it to re-sync everything. That would not be my first choice -- no.)
The FAQ's on the website did not refer to my problem at all --- nor, actually, to any of the many problems that I have heard of from other Nook owners online. And of course, there's the download problem, when B&N took away our ability to download the books that we had purchased! I guess that this whole thing is just another nail in their coffin, and another reason to buy e-books from Amazon; at least they allow me to download them. (Weeks later, I finally got my Nook book. No explanation from B&N as to why.)
I have a nook hd+ and it shuts down by itself a lot, kicks me off the net and apps all the time, charger stopped working. Thought it was the charger itself so I bought a new one, turns out it was the tablet and had to send it in for repairs. Sometimes when I install an app and try to start it, it say whatever has suddenly stopped. Also when I'm typing the keyboard just disappears and I'm unable to finish typing. Anybody else have these issues?
I received a brand new replacement Nook HD in November 2014 after issues with a previous one. On May 30, 2015 I called B&N to get a replacement power cord because mine had stopped working. Was told they were out of stock but would get one in 1-5 business days. After 5 phone calls and talking to 3 supervisors in 3 weeks two of which said in 1-5 days I would have the cable, I still don't have the cable. I called again on 6-15-15 and was told they are still out of stock and they can't send one because my new replacement Nook is out of warranty. I was advised to purchase their new Samsung Nook because they don't even make the Nook HD that I have any more or to get the cord at a local B&N store. Closest store is 2 hours away and when I called them was told they don't carry the cord. Told to purchase it online where it is not available either. Now I have 150 books on a device I can't use.
For my 1st Nook, I bought a 1st generation Nook which still works fine, although I prefer smaller lighter readers with internal lighting now, so I never use it. My second Nook was a Simple Touch, light, but no light, so I gifted it to my spouse. I bought a Nook Color, and it couldn't connect to WiFi access points anywhere I went, or even in the B&N Store. I returned it and bought a Nook Tablet, and it works but one may only purchase apps via the B&N Store at prices much higher than apps which are often free via Google Play Store. And it seldom can play full-motion video, and is mostly unreadable in sunlight.
So I bought a Nook HD for my son, a Nook HD+ for my spouse, and a Nook HD+ for myself which worked for about a year until B&N pushed out an OS update to the Nook HD+ and it had a devastating failure in the middle of the update. It was truly, most sincerely dead. I tried all the recommended resets but none worked. B&N at 1st refused to offer me a remedy because it was outside my warranty window. When I explained that a software update which was pushed to my device without my approval and which 'bricked' my tablet was B&N's responsibility to make good on and that I had purchased thousands of their ebooks for Nook, they agreed to ship me a replacement.
They shipped me a replacement Nook HD+ which is haunted to the point of being completely unusable. From the moment that you power it on, it randomly selects applications, settings, and letters/ page turns, etc. so quickly that no user input can get past it. All you can do is power it off. The Nook HD that I bought for my son, a year into use, regularly overheats itself to the point that it does an automatic shutdown when he's playing games. You simply cannot imagine the whining when he loses his game save point or when he drops out of a team play and later gets dropped from a gamer guild over repeated occurrences of his device doing a mid-raid emergency shutdown. But this is 18 months into his ownership and is out of warranty.
I have poor vision and cannot read my tablet/readers in sunlight, so I also bought a Nook Simple Touch with glow light for when we vacation and I read while outdoors. It developed that my new Nook has a RAM fault and it cannot correctly report whether it is storing books on microSD card or in onboard flash memory, or how much memory remains available to store books. I only used it for a few days that 1st year, not trusting it to hold my titles. The store tried to reset it but it didn't work.
The store rep wanted me to just keep it as is, without warranty or remedy for when the memory glitch worsens. I said that if I had to have an out of warranty reader, I wanted one that was in proper working order. They told me that they didn't have any new same models to replace it and had only a few dozen 'refurbished' units in stock that had proven so unreliable that they didn't want to send me one of them as a replacement, feeling that my unit was likely in better condition.
So, for anyone keeping count, My 1st gen Nook Reader is a champ but it's big and heavy by today's standard. I've got one Nook Simple Touch which is fine, and another Nook Simple Touch With Glowlight which I can only load a few titles on at a time and can't trust it to tell me how much of the reader's memory is in use and how much is available for books in the reader's memory. My son's Nook HD is overheating in daily use and auto-shuts-down. The Nook Tablet 16 GB that it replaced does not allow the user to make use of the 16 GB of onboard storage except for ebooks and for Nook Store apps which cost more than others available for free or for less money on Google's Play Store. And it's too slow to play those games and videos in full-motion, which is why we replaced it with the Nook HD described above, which is failing.
My count leaves me having purchased 3 tablets and readers that were defective as originally shipped. I was only able to return one of them for replacement. B&N bricked my Nook HD+, then shipped me another one which powers on but which cannot be used, just to be absolutely certain that they had me truly annoyed. My son's Nook HD is at death's door and my spouse was so fed-up with all the other Nook hardware failures that she just abandoned hers which at least allows me to use the one that I bought for her and to be able to read the thousands of Nook titles I have bought. She 'muddles through' these days with an ASUS tablet and has never looked back. Yep, I was a complete IDIOT to place the degree of faith in B&N tablets that I did in their 1st two e-reader models based upon how well the 1st two that I bought functioned.
I've since bought myself an Amazon Kindle Fire HDX and an Amazon Paperwhite. Both are far, far superior devices in design, in function, in durability, in ergonomics, and in the freely-available toll-free customer support services. With my Kindle Fire HDX, I can make a video conference 'Mayday' call for customer support right from my tablet and get a person who is an expert for my device and Amazon's many services within a minute or 2 of placing my call.
For the money that I've spent upon defective Nook products, I could have bought a pair of Kindle PaperWhites and Kindle Fire HDXs. Guess whose services I recommend these days? Guess where I buy my ebooks and for which devices? And that's the way things are going to stay unless B&N makes at least some attempt to make good the several wrongs they've done to my family.
Out of the box would never hold a charge. Stores blamed the cable/charger so I over 3 months bought 3. Device finally died. After 2 days on the phone with support (in the Philippines) I took it into a store and the mgr finally got through on his special line and got me an RMA to send in to New Hampshire. It turns out this is to a Samsung facility that Barnes and Noble has nothing to do with and cannot track receipt. Many, many calls to the Philippines finally gets an acknowledgement they will send me a new unit, in 1/3 weeks from somewhere. If you are a reader, I strongly advise against this Samsung purchase which Barnes and Noble does Not stand behind.
I received a Nook Color this past Christmas and was so excited. I am a bookworm so to have this device... On hand... With as many books as it could hold sounds like a dream. Wrong! For the last two months, the 'N' button (home button) stopped working. When the screen is off, I can press it to get to the "enter pass code" screen. Once unlocked, the N button is completely useless. I've tried pushing it NUMEROUS time to access my library and other apps. However, it doesn't work. I've tried getting answers through the B&N chat but received nothing but "try to soft reset the device." I'm unable to do anything with it now. It sucks that no one is able to help. It's upsetting that people spend x amount of dollars on Nook products but receive no tech support when problems arise. Something has to be done about this!
My granddaughter plugged my NookHD up to charge as it was showing the critically low battery sign. She plugged into the wall charger then into the Nook itself; it immediately began to burn and shoot sparks. The Nook no longer works. I called the store where I purchased it at, expecting some assistance from them. I received the 800 number for support. Before calling support, I decided to look online to see if there were any others complaining of the same thing. I could not find one, however I did find a multitude of people complaining about the products and the service. I know that I will never purchase another Nook. Or even a book from B and N.
I have had my Nook for a year and 3 months. I had noticed some problems with recharging my Nook, but I could always get it working. I do EVERYTHING on my NOOK. About two weeks ago, my NOOK stopped recharging and all I would get when I tried to turn the device on, was a symbol that the battery was overheated. I was advised to leave my NOOK alone for 24 hours and maybe the battery would drain or whatever. So, I did that. My efforts were in vain.
Back to the store. The obscenely air conditioned Barnes and Noble. They would tell me some nonsense (last time they offered me a newer, smaller Nook at $119.00). But when I left the obscenely air conditioned Barnes and Noble, my Nook would start! It went out on me again, today. I was ready to tear my hair out. Then, I had a thought--is it the lower temperature of the store that is helping my Nook to start? I put my Nook in my freezer for about 7 minutes. My Nook now works AND it's even charging properly!
My wife gave me the Nook HD plus as a Valentine's gift on the 14th Feb. 2014, and since that day I have purchased 102 books, which I have enjoyed. My Nook has become my travelling companion and I rarely leave home without it! Yesterday (15th. April 2015), on the recommendation of the customer service agent, I took my Nook into the Clearwater Barnes & Noble to have a problem resolved relating to the pages magically flipping without an involvement by myself. It was as if my Nook was possessed, it had developed a random page flipping habit, a very annoying unwanted feature. Also my Nook was not holding the overnight charge, when powering up the following morning it would display the low charge alert.
At the Store, the sales lady and manager both express their empathy and collectively instructed me to call the toll free number so that I may return my "bad" Nook. I patiently explained that customer service had sent me to the store for their assistance in ridding the demons from my Nook. However the store insisted that I have to call Nook customer service, as the store no longer has anything to do with the "old" Nook products. We only handle Samsung now.
Today (16th. April 2015), I have just released myself from the most annoying episodes of telephone nonsense I have ever been subjected too. On explaining to the first agent the problem I was experiencing, she suggested we do a factory reset. To do a factory reset, must have at least 20-30% battery life available she advised. I must call back when I have that. I tried to explain that as my Nook was incapable of holding a charge and that it would not make an difference if called later today or next week. We would still be faced with the same result, Low Battery!
Having spent about 30 minutes wait time to speak to an agent, to be told they could not help and then pass me on to another agent, who wanted all the same details again, to be informed that I need to talk to her supervisor, is that customer service? The supervisor wanted all the same details again! His advice is to trade in my "old" nook for a new Samsung. We'll give you a deal. How about $159.00 for a new tablet or even $250.00 for a larger one.
I'm now approaching the twilight zone, where oh where is the customer service! I feel that this throw away the "old" attitude and being forced into purchasing a new one, because of a battery failure is beyond the realms of reality. It smacks of corporate greed! IF YOU CAN’T FIX IT, THEN REFUND THE CONSUMER THE FULL REFUND. YOU MAKE ENOUGH $$$ IN SELLING YOUR E BOOKS!!!
I bought a Nook HD+ in October of 2012. By July of 2013 the battery was failing, and the Nook would get too hot to touch, and be dead after only an hour. I took it back to the B & N store in Ocala Florida. They have a very knowledgeable Nook person there. When I told him about the problem, he took my Nook, turned it on and off, connected and disconnected the charger, and then told me that my Nook was short. He told me that in less than a year the Nooks would all be redesigned, and my model would be replaced by a Samsung tab. He took a new Nook off the shelf, and in less than 15 minutes he had transferred my library and registered the new Nook to me. I recommend that anyone/everyone backs up their books to their computer.
Barnes & Noble sent me an email that they have Nook books for $2.99 and under. I clicked on the link yesterday and tried to purchase 2 books at $.99 each. After clicking on them, it was $7.99 to order one and $7.69 for the other one. One was The Detective and the Pipe Girl and the other was Point Doom. I did not purchase them. I tried chatting online with their service people to file a complaint and both times the Barnes & Noble person took so long to reply that I was timed out of the chat. Today, both books are listed for $10.99. I am definitely going back to Kindle. I do not need a lawyer to contact me as I caught on to the scheme before ordering. Just wanted to warn others to pay attention.
Purchased a Nook Color for my 80+ year old father several years ago. Charger has been replaced multiple times, but most recently, when I ordered a new one on BN.com, they sent an HD Charger that wouldn't work. It took over 10 days for delivery. When I returned it to a local store, I was told that I would need to order it online as they no longer keep them stocked. I got the credit on a gift card, went home and then searched online again. After confirming I had the 'right' charger, the bn.com website indicated available in stores, please enter your zip code.
I entered my zip code and there were 4 locations all stating that they were 'Out of Stock'. For assistance, I selected the Chat feature. After 4 attempts at connecting, ** finally advised that I would need to contact 800-843-2665 to order. I contacted the phone number and after a 10 minute call I was advised that they are out of stock and I could call back in 3-5 days.
After all of this, I said, thanks, but no thanks, 2 weeks of trying to replace a charger seems like a lot of effort. I realize that this is not the newest or latest technology but the fact that providing service for an existing customer is so difficult has really frustrated me. I requested a contact point for customer complaints and sent an e-mail to spell out my frustrations. The response that I received read as follows:
"Dear Customer, Thank you for taking the time to share your thoughts on the NOOK Charger availability. Our mission is to make our stores the ideal place for book lovers to shop, and we always welcome our customers' suggestions. We assure you that we will keep your feedback in mind as we review our stores and the services they provide. If you would like assistance by phone from one of our Customer Service Representatives, please call 1-800-THE-BOOK (1-800-843-2665). If you prefer to chat with us, please click on this link..."
I called again, to request that I speak with a manager. His response was "sorry for your frustration however..." At 89 years old, my father will not easily adapt to a newer technology and I cannot express the level of frustration that I have with this. I cannot seem to get even a garner of interest from Barnes and Noble about this horrible customer experience!
Nook advertisements states the Nook HD 7 has up to 9 hours video life. When I got mine I fully charged it according to the instructions. I got 5 and 1/2 hours video life watching HD movies with an micro sd card non-stop. I got 5 and 3/4 hours video life streaming HD movies. I know that it said up to 9 hours but come on. It should have gotten at a minimum 7 to 7 and 1/2 hours. The brightness was set at 50 percent which isn't that high. That was the main reason I returned it. The picture quality was phenomenal and I really wanted to like it but that poor battery life is unacceptable.
I do know a lot of people say they have problem with the charging and the charger which I had no problems when I had it. You can change the battery in it and replace it with a high mah battery but make sure you have the right tools and read the online tutorials on how to do it. I believe youtube has several vids on how to do this. You can also buy your own charger. A tip: If you buy a new or a Barnes and Noble refurbished one from a reseller, as soon as you get it, register it. This way you can make sure it's legit and not an un-refurbished one or a used one.
I am just laying to rest my 2nd first edition nook. Imagine, my first was from the 2nd year they were out and this one belonged to my son which he got a year after me. I've used a 4 gig micro SD for the last several years. I've put over 500 books on my nook and was always entertained. My battery lasted anywhere from 5 days to 3 months on airplane mode. Didn't like the wi-fi because it is too slow but for just plain reading and listening to music.... Fantastic! Sure, it isn't hi-quality sound, but I like relaxing music when I read and not too loud. My only complaint is, after all these years, they both died from the same disease. I remove the battery and the screensaver stays. When I hook up to the computer, the computer won't recognize. I guess we all lose our minds with age though, right? If anyone knows a fix for this, I'd love to hear it. Thanks.
Always used a Sony reader but as I needed a light and Sony stopped making readers had to buy something else... unfortunately choose Nook, bought a Glo for Xmas. When opened would not charge, mailed BN told to reset etc. Could not be bothered to mess around so took it back to the shop who changed it with no fuss, this one charged but light was only on in the centre of the screen and could not get it to stay authorised for Dig Editions. Every time I turned it off and then next time on, it would not let me read DRM epubs without going through the DigEd process again, added to the fact that the surround kept falling off. I gave up , took it back to the shop again and swapped it for a Kobo, brilliant bit of kit, nearly as good as Sony... avoid these clowns and their junk.
Nook Company Profile
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