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I had a horrible experience with customer service representatives via phone because they were very hard to understand BUT once I emailed them, within a few hours, I was able to get started on returning my defective Nook e-reader.
I ordered a DVD from them and after it had not arrived a week after expected I contacted the company using the online chat. I explained that my package was never delivered and they said according to their records it was shipped and may have been lost in the process. I assume it was stolen off my front porch as it is Christmas time. The representative promptly offered to replace my item at no charge. I appreciated their flexibility and am very pleased with the experience. I will continue to order from them for years to come.
I enjoy going to B&N to find a new book. Something about sifting through the selection to find just the right one. The only issue is that sometimes if I look on Amazon the books are cheaper. It will be sad if books stores disappear someday.
When I stopped by the store this evening to buy a book I was told that the store was closing in 3 minutes. I looked at my phone and checked the time and said “but it’s not even 9pm!” The employee said we cut our hours back about a year ago because we’re losing money at night. I remember when the local Barnes & Nobles would be open to at least 11pm and now they’re closing at 9pm on a weekend, this really hurts the shopping experience. The shopping experience is their real product. I can buy anything in that store for less from Amazon. So when I go to a Barnes & Nobles I go for the atmosphere, being able to sit in the cafe with a cup of coffee and a few books and just relax, and 9 times out of 10 I will end up buying the book and a couple magazines by the end of the night, so don’t give me that late night shoppers don’t spend any money crap! I really think that if Barnes & Nobles isn’t careful they will go the way of Borders and that would be a shame.
I have had nothing but problems over the last year trying to order via B&N website. It endlessly loops back to user name & password but I can't get to the final checkout. I have contacted Customer Service numerous times and it's always the same thing - clear your History, use a different browser. I cannot possibly consider renewing my membership which is unfortunate.
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Ordered my first “mind blowing science” experiment kit for my kids. We sat down to use it on a Saturday morning and there was maybe 1/3 in the kit that should’ve been in there. We were supposed to be able to do 10+ experiments but didn’t have enough to do even 1. My kids were very disappointed. I called customer service and they put me on hold to see if they had another kit they could send in replacement but came back and said there were none available so I have to send the kit back and they’ll refund me when they receive it. I’m pretty sure they sent me a kit that someone else already used and returned.
It’s a disgrace that you would put the Sports Illustrated swimsuit edition right at eye level at the checkout line. My 8 year old daughter noticed this immediately and wondered out loud why the women were showing their privates. Being a young girl in our culture is hard enough and by putting photo shopped, enhanced, unrealistic body types at their eye level is causing unnecessary pressure and unrealistic ideas of body image. Such a disgrace. Soft ** should be put on a higher shelf. Period.
Rude bald staff female employee at Cottonwood area. I do not like this bald rude girl. All she does is walk around the store. Not doing anything. She seems to be very lazy. And taking advantage of her position at work. Terrible customer service skills. Very unprofessional. I have observed her doing no work at all! If I had the authority. She would not be employed at Barnes & Noble. I have watched the other employees working. But, she doesn't do a thing. Waste of money paying this unwillingness to work employee! Other people have commented about her work ethics. In a negative attitude. Towards this person. She should work at McDonald's cleaning the parking lot! Probably wouldn't do anything! I just can't stand lazy people who do not do their job. Or just do the bare minimum! Like she does. She needs to find employment elsewhere. That is, if anyone would hire this incompetent lazy employee!
Barnes and Noble charges $4.99 for shipping that usually takes a minimum of 5 days. Oh, and they tax the shipping as well. Not just a plain old sales tax on what you buy, but they add everything from gift wrapping, shipping and any other fees and taxes the grand total. Do they give all that money to the city I live in? As far as I know, Philadelphia taxes everything but they don't tax shipping or gift wrapping. I think it's just a way for B+N to add a few extra cents to every single order. The epitome of greed.
Told them a month before my renewal date that I no longer use it and to cancel future renewals. Received a written notification from them on April 16 verifying this. Turns out the charge came through six weeks BEFORE it was supposed to be renewed. My renewal wasn't until May. They will not give me my money back (stated they are reviewing it, but have been "reviewing it" for weeks and calling them back has not gotten any results). This is a scam. Do NOT sign up for any renewal. Make sure if you want the $25 membership that it is for ONE YEAR ONLY with no forced renewal. Having to now go through my credit card company to have the fee canceled. A lot of hassle over $25. Shame on Barnes & Noble. Bet they do this to other people, too.
The Manager, Anita, at the Bend, OR location was very unprofessional by talking very badly about an employee that wasn't there. She was talking to the girl that was there at the time and she started in on the gossiping. Everyone could hear them and I went up to the counter twice and they wouldn’t help me because their little worlds were seemingly falling apart. I’ve been in customer service for 20 years and I know this behavior to be very bad customer service. If Anita needs me to train her how to professionally deal with employees, I’d be more than happy too. After their inappropriate conversation, the girl up front felt it necessary to comment on "work drama" to every customer that I saw her help, until I left the cafe.
Placed an order last week, received it, no problems. Placed a second order got an order confirmation and a shipping confirmation with tracking, however I did notice multiple charges on my debit card. I called customer service immediately. Did not receive any help! Bottom line is I authorized a one time transaction for my order. I did NOT authorize a third charge, also I don't even know what it is for.
I purchased a "new" book on Barnes and Noble website on Feb. 18th. Thinking it was a great deal for the book and then $4.00 for shipping for 5-15 days delivery. I didn't receive the book until March 16th. Very disappointed. Though I called on two different occasions (3/5 and 3/11) checking on the delivery date since the status stated only that it was "On its way". I only then found out the book being purchased was by a 3rd party dealer. BnN could not assist in any way and I would have to contact them to get any more information and only by email. Refund could only be done if book not delivered by March 15th. Don't be in a rush. Also, book wasn't new, looked like a library book, cut out of front page also.
I purchased a folio cover for my nook tablet which cost me about 55 dollars with the shipment. I never received the shipment. So when I called them three months later, they told me there is absolutely nothing they can do. They didn't bother to check on the shipment and they refused to refund me. I received the below e-mail from them:
"Dear Mohammed **, Thank you for reaching out to Barnes and Noble about your December order. I understand and would be frustrated too if I hadn't ever received my order. The agent whom you spoke to did provide the correct information. We extended the Christmas refund period through January 31, 2019 this year to allow for extra time. At this time we are not able to track the item due to time expiration on tracking number so are not able to refund or replace. We apologize for any inconvenience. Sincerely, Malissa Customer Service Representative Barnes & Noble https://help.barnesandnoble.com/ 1-800-THE-BOOK Monday - Friday, 8 am to 11 pm ET Saturday & Sunday, 9 am to 11 pm ET"
I placed an order with Barnes and Noble online on 2/28. Paid for 3-5 business day shipping. On 3/2 I wanted to double check my order being that I was having it shipped to a hotel and would be leaving shortly. After checking online, I noticed that it stated that my order was canceled. I checked my bank online and noticed that the payment was in pending status. After texting with customer support I was told that my order was canceled from an issue with payment which my bank confirmed was untrue... I was told that I would just have to wait to get my funds back. I was never sent an update and this lack of communication and service is not what I would expect. Big disappointment.
I travel on a sailboat in winter. Could have ordered book from Amazon & received in 2 days. Wanted to save a few dollars so ordered from Barnes & Noble. After placing order, received verification email from B&N stating delivery will be 13 to 15 business days. This WAS NOT clear while placing order. By time book arrives I will no longer be in Marathon FL. I called B&N customer service to cancel order. They said the order was being fulfilled by one of their market place sellers (AwesomeBooksUSA) & I would need to contact them. Awesome does not have phone customer service so I needed to email. By time I got reply, they said "sorry, too late - already mailed out - economy post - no tracking number." So looks like I just threw out the money. Total run around from both companies. Would recommend steering clear of both. There are better competitors.
On 2/23/2019 I went to the B&N on 7700 NE 4th Plain Blvd Vancouver, WA 98662. I had contacted the store prior to driving there regarding a Lego item that I was missing from the morning's store event. ** the evening's assistant store manager was extremely rude in my request for assistance. His responses toward me appeared to be racially and sexually motivated. He was not willing to assist me. My husband confronted him and received a completely different response. ** appeared to be at least willing to assist my husband, who is of the same race. When I came up to ** asking for his name and the contact information for his manager, again I was treated in the same racial/sexist manner. I was told that my request was absurd and ** walked away from me mid-communication. When my husband told ** that his behavior was inappropriate and unprofessional, ** admitted to him that he was escalating his behavior towards me.
No person of any gender or racial background should be treated with disdain and disrespect. As an assistant manager ** offered no professional behavior. This is very disheartening. B&N should not continue to hire and promote racist employees and have them the face of a chain bookstore. Seems very contradictory to their desire to have good customer service.
Ordered an item through B & N Marketplace. I received the wrong item. The seller (25% of this seller's reviews are 1-star...why are they still allowed to sell on B & N Marketplace?) did not include the invoice and therefore I had no return address information. After SEVERAL frustrating phone calls to B & N I finally prevailed in obtaining the address. I sent the item back with delivery confirmation and have yet to receive a refund. I’m now out the money I paid for the item as well as shipping charges to return the item I believe was sent in bad faith. Janet (Supervisor - customer service) promised to follow up. She never did. So tired of their poor customer service. They don’t look out for the customer at all. Caveat Emptor!
Our youngest daughter got me a Barnes & Noble gift card for Christmas. Ordered on 12/14/18 - didn't get it so she called to let them know - they canceled that one which I got 4 weeks after shipping - supposedly sent a new one which I never received. She called to cancel and get a refund since they didn't seem to be able to get a shipment through and they refused to refund her money. Worst customer service anywhere. We won't be shopping there any longer.
Tried to buy a NOOK book. I've bought hundreds in the past but B&N wants me to change my password first. Had a choice of email or security question. Email first. They sent me nothing so I tried the security question. But they don't believe me on my Father's middle name. Huh? No place to get help without logging in and of course you can't without changing password first. So I ordered from Amazon.
I was using both B&N.com for book purchases, and press.barnesandnoble.com for publishing my own books. Towards the end of January, B&N forced a password change on me against my will. I changed my password. From that point onwards I have been unable to log into press.barnesandnoble.com. I have traded several emails with B&N and nothing has been done. My last email until I sent another one today, was a week ago and they ignored it. They are effectively holding my published work hostage because I cannot get to it. I am now reduced to filing consumer complaints and trying to contact people at B&N by phone.
This same thing happened to me before, a couple of months ago when I last changed my password, I had exactly the same problem and it took over a week to resolve it. This time they act as if they don't give a damn if it ever gets resolved. This is unacceptable. My advice is not to do any business with B&N. They're incompetent and they simply do not care, period.
They are the worst online book store I have ever dealt with. I placed an order online and less than ten minutes later I tried to cancel the item and I could not. I have never had that problem with other book stores. And a warning all prices on the website are in America dollars.
I had ordered a book online for a gift. When it arrived, before I even opened it, I saw it was damaged. The next day I went to the B & N website to contact them. Unfortunately for me, that was a bad choice. The initial text that I sent was at 10:06 am. I gave them the order number and sent a picture of the package. After waiting an hour and getting nothing, I went to the B & N store in St. George, Utah. The manager, Ron, was completely sympathetic and refund all my money including shipping. He said he had no copies of the book in the warehouse, but said the Salt Lake City store had 3 copies. He phoned them and arranged to have the book sent to the St. George store. He said he would call when it came in and decide if I wanted the book. I thanked him and left the store.
I was still at the mall when the chat finally returned my message. Time was 12:14 pm. Waiting over 2 hours for a service is unrealistic. So the two choices the chat offered were: 1. keeping the item and getting a $3.47 credit or 10% off; 2. returning the book using a prepaid label and going to UPS. I said I'd like a credit because I had returned the book to the store. So the next chat message was that I should contact the store to verify the refund. What does that even mean? Verify it to whom? Then I got a message saying, "It should be refunded on our end." Kind of hard to make that happen now. So instead I sent a picture of the receipt for the refund.
I explained how the store was going to replace the item. So then, I got this message: "Kindly contact the bank if the refund is processing." B & N create this problem for me. Their employee did a bad job of packing. Their understaffed chat caused a 2 hour delay in addressing the problem. To inconvenience me more, they expect me to call the bank which would be useless because I used a credit card.
So I say that they are being ridiculous, and all problems could be solved by just sending me a coupon for 10% off for the inconvenience. So coupon code arrives for 15% off one item and it expires on 2/10/2019. I reply with a thanks and say that today is Feb. 6, and I don't know if it will arrive in St. George by Feb. 10. The reply is that if I placed an order using the coupon, the discount would not be removed. Here's the thing. I was at the store at 11:42 am. I didn't get the coupon until 12:59 pm. How I could I have used a coupon that I hadn't even gotten yet? Then the chat response was that I could use the coupon on a future order, not the one they screwed up. I won't be doing that because I'll never use B & N online again.
Then I got this message: "We advise you to wait for the replacement." What other choice do I have. I asked if I was chatting with a person because some of the responses were so ridiculous. I did not get an answer for that question. I also asked to speak to a manager. No response to that either. So my marathon chat came to a close with this message: "We had you enjoyed our new text messaging experience." Dealing with Barnes and Noble online was not enjoyable. I'll just use Amazon in the future.
I ordered off of the Barnes & Noble website in mid December. I ordered a Christmas gift for someone and assumed with the holiday it may come a little late and that was okay. However I was not told that my item was coming by a third party. I was misled into thinking it was coming directly from Barnes & Noble. When I checked out it said I would receive my order as standard shipping. About a week later I tracked my package. It then told me it would take 13-15 business days. I thought, "Well that's not standard," but with the holiday I thought okay. Then well over 15 days had passed and still nothing. So I then called the customer service department through Barnes & Noble's and they were very rude, acting like I was bothering them.
Then I finally learned I was getting my package from a third party which I had no idea and that there was nothing they could do for me but give me an email address. They allow this third party crap on their website representing it as a business, but can't do anything about it. Then they told me when I should be expecting my package which would now mean a month and a half from when I ordered it. And it has now been 2 months and nothing. Barnes & Noble's is a crappy company that does not care about their customers. They are shady and running a very shady misleading business online. STAY AWAY FROM BARNES & NOBLE!!!
I ordered three books for my girls all going to three different places so I had to order them all separate. I had a gift Visa card for one. The other two orders were paid on my debit card. Once order was placed they withdrew the money instantly. Three days later they withdrew them both again. No place in the disclosure states they do this. I called my bank as I was not prepared for it to come out 4x so I received overdraft fees. I explained to the bank the other two were not to be taken from my account. They said to call Barnes & Noble so I did. I was told, "Sorry we always do this. We hold the money to be sure funds are there then we hold again once order is shipped. After it's shipped you will get a refund for the remaining amount 7 to 10 business days."
I'm very upset this was not disclosed! Had I known I would have ordered on Amazon or bought another Visa gift card. This has been nothing but misery for me and they will not pay any fees. They said I can send a letter of explanation and a copy of my private bank statement to them and they MAY be able to rectify this. So this should take a couple months to clear up and get my money back. NEVER NEVER WILL I ORDER FROM B&N AGAIN!!!
I woke up to an email from Barnes & Noble saying that "there were changes to my account." Since I had not made any purchases I went online only to discover someone else had used my CC info and purchased almost $300 worth of books and e-books and was having it sent to THEIR home. FIRST, I called B&N and after 20 minutes of waiting hung up and called my bank. THEN, when I had nothing to do the rest of the day, I called them back and reported what had happened. I said "how did this happen, isn't it required that a 3 digit number (to verify) be put in?" I was told "It's been a long time since I made an online purchase Ma'am so, I don't know." Long story short they took care of it. Today, I go online to look at my bank account and notice 2 more charges (from yesterday) for E Books. I just called my bank. THIS SITE IS NOT SECURE. DO NOT LEAVE YOUR INFO ON IT.
I had been a loyal customer of B&N for a long time, and a couple of months ago I was sold a membership card at one of their stores claiming that I would get discounts on all B&N purchases. I tried to get a discount on an online purchase today and could not get it. A customer service rep told me not all purchases apply for discount so I requested a refund on the card, since it was sold under false pretenses. She said she could not do it and I asked to speak with a supervisor.
After 1 1/2 hours on hold the supervisor said they would not refund my money and I would have to go back to the store where I got the card. I explained that I bought the card for B&N purchases in general, not just at that particular store. I believe B&N should refund my money and take it up with their store themselves, but instead they refused to make good on my purchase. I guess the cost of a membership card is worth more to them than keeping a customer. It is not how I wanted it, but I guess it's GOODBYE BARNES & NOBLE, HELLO AMAZON!
Don't waste your time or money with these people. They have a horrible online cancellation policy! You only have 15 mins to cancel an order. They have slipped my textbook ship date from Jan 2 (on time) to Jan 18 (way too late). I asked them to overnight it when they got it; answer was no. I bought an ebook from Amazon so I could start my studies. Now I have been on hold for 15 minutes while I am being transferred to a manager who will probably also tell me no. They will probably never pick up. Barnes & Noble has horrible customer service and horrible policies.
Horrible. Horrible!!! They renewed my membership again after I canceled it last year. DO NOT GET A MEMBERSHIP. Can't anyone do something to this company for fraud!!! I called company and I needed my old business address to cancel it and my old business phone number - after a few minutes I remembered the info. Horrible.
Years ago (easily 10 years ago), I was solicited in store to buy a membership at B&N. I did and the following year, it automatically renewed. I called and was told, they automatically renew memberships unless the customer tells them otherwise. Obviously a manipulative and fraudulent practice. I express my displeasure and ask them to credit me which they did. I ask them to stop the auto renewals and they assure me this is done. Each year since, I get this charge on my American Express. Each year, I have to call and explain and get it credited. I logged into my account and there isn't a member number (not sure how my account still logs in?) Nor is there a credit card on file (something I removed years ago). To top it off, my American Express number has changed 3-4 times, since my original membership, yet the charge still goes through. B&N needs to be dissuaded from this behavior! Do not buy a membership!
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