Barnes & Noble Reviews

I tried to find a way on the website to ask for a refund and removal of the book. I did finally find a phone number, but it was after 6 PM my time, so they were closed. I had to do a google search to find other contact info, as there doesn't seem to be any way to find it on the website. I even looked at the sitemap, no support or contact section I could find. I also found a chat link with google, but it was also unavailable. Google link to email page did work, I sent an explanation, and request for refund. I got a response the next morning, they refunded and sent a brief apology. This worked well, and was the one bright spot in the whole interaction. I tried to send feedback via the email that this was a bright spot, but received reply that this was a no reply address. I'd need to google the page for email again and send another separate email to send a positive feedback.

Since the book I received the night before was not in a language I could read, I decided to look at reviews, then decided to add my own. Took a bit to figure out the place to click, but got that done. Interface is a little clunky, but usable. Review was posted the next morning, apparently after review. So actually, correction, 2 things done better than average! I had forgotten one part of the response I wanted to write, and to make a couple of corrections. No way to do this, including searching FAQ section. That was particularly bad. FAQ search returned a list of books to purchase, most had no discernable connection to the FAQ search "Edit Review" and included no items from the FAQ section.

I did also look again at the entry on the website for the book I ordered. The cover posted says nothing about it not being in English. There's no notes or comments that it the Hungarian edition anywhere, except at the bottom of the page it has a book properties list, and the last one, in about a 3 point font says "language - Hungarian". I'm sure it's a fine language, but it's not one that a lot of people outside Hungary, and the immediate environs, speaks, and I live maybe 6-7000 miles away (ish).. So it's pretty bad, and rather sad. I hope their brick and mortar stores are doing better, but I suspect that's not great either. They probably at least operate better. If they fold, it might at least be good for the local booksellers.

I called on July 25th, 2024 and the rep was unempathetic and tried to hurry me off the phone. I was told that the request hadn't been reviewed yet. What happened to 48 hours in your inbox? I've spent so much money with them individually and tens of thousands with them as a liaison for schools as a literacy coach in Springfield and Holyoke MA. After I receive this gift card they will not receive any more of my money or from any organization I represent. Do better.

Original Review: June 5, 2024

My bulk order is going to be late. I explained I need it in time for a conference. They said due to availability that's not possible...fine. I said they could send my books to my hotel instead...they said that's not possible because they can't change it in the system. Bullspit. I said they need to remedy this with a discount since it is their fault it will be delayed...surprise, surprise they can't change it in the system. I'll be going back to KDP.

I contacted Barnes & Noble again and was told that the two missing gift cards were showing as used. I figured this was due to the original customer service representative who asked for the numbers off the cards I did receive. Perhaps he cancelled the other two cards so they couldn't be used? I was given a contact number for the Sales and Audit Team. When I called to speak with the Sales Audit Team I was told that the original cards were spent in a physical store on the day I originally received them; the same day I called about the missing cards. Because of this they stated they could not issue me a replacement. I responded that I live nowhere near the store on record for the usage, not even in the same state. Again, I was told they would review the situation and contact me by email.

Over three weeks and still no reply from Barnes & Noble. I called again and was told that it is marked for no replacement or credit. When I asked to speak with the person(s) of the Sales and Audit Team I was told they do not take calls but a request for a callback could be left. I'm doubtful I will receive a callback since they never bothered to follow through by email either. My original three gift cards arrived in a sealed UPS envelope directly from Barnes & Noble. I fear that my missing gift cards were somehow stolen and spent or sold before ever being put in that UPS envelope. Somehow Barnes & Noble seems okay with penalizing their customers for this.

Called customer service again and they said “you have to use the email link sent to change the updated payment information“. Said it didn’t work. “You had to update it in the order”. Told her that didn’t work. “You have to call within 7 days of the order being processed”. Told her I did and what they told me. She said “sorry, there is nothing we can do once the order is cancelled”. I lost my special edition pre-orders, my sale prices. I’m at the point where I might as well just order from Amazon and/or independent booksellers the authors use. This is not the first time I’ve had my orders cancelled. Customer service is a joke and they will not offer any kind of compensation for inconvenience like offering to honor the sale prices on the lost order. Very aggravating.

Original Review: March 29, 2024

I recently ordered an e-book from Barnes & Noble. The book did not show up in my account so I called customer service. Turns out I had two email addresses causing an issue. The representative told me she could resolve it and had me log out of my account. When I logged back in I saw the new book, but the 167 other books in my library were gone. She assured me it could be fixed and the books could be restored in a week. I called back every week with my ticket number and had to start over each time explaining what happened. Finally I was told they had no records of my books. When I requested they restore my account to a previous date (there has to be a backup on their servers), they said they could not.