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    Customer ServiceCoverageOnline & App

    Reviewed Nov. 20, 2024

    This review makes me pretty sad to write. I had a problem with an e-book from Amazon, and decided to give B&N and their nook e-book system a try. It's been messy and sad, and if they're like this much longer, I suspect they'll go away. I first found a different edition of the e-book on B&N, it said it had a special forward from the author from the books, which would have been cool, so I set up an account (I had multiple problems setting up account, including the account verification email going to a page that had nothing to do with account verification), added nook app to tablet (again had multiple problems), and after several more difficulties, got the order in and app running. I eagerly opened the book, and it's the Hungarian translation.

    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.

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    Resolution In Progress

    Reviewed Nov. 10, 2024

    I have no idea where to search for the books I want on the Barnes and Noble website. It has to be obvious to ME, not the B&N marketing persons or IT techs. Was a long time store and website user. Not this Christmas season!

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    Resolution In Progress

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      Customer ServiceStaff

      Reviewed July 25, 2024

      I called Barnes and Noble on July 22nd, 2024 to rectify a shipping issue I had with them on 2/25/2024. They issued a refund credit for books I purchased on two separate GFCs and I asked the representative to issue the credit on a specific GFC but he didn't. After the shipping debacle, I was so angry I took a break from BN and ordered all of my books from Amazon. When I went into the store recently to purchase a book with my GFC the money wasn't there. I called Customer Service on Monday and was told that a replacement Egift card with a courtesy amount of 10 dollars added would be sent in 48 hours. I have yet to receive the gift card.

      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.

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      Kassandra increased rating by 3 stars.
      Punctuality & Speed
      After a positive interaction with Barnes & Noble, Kassandra increased their star rating on June 12, 2024.

      Updated review: June 12, 2024

      **Edit** the company brought themselves from a 1 to a 4 by coming thru with my order ON TIME! I'm so impressed. I would've given five stars but 5/80 of the books came with printing errors. Otherwise, kudos!!

      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.

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      Customer ServiceStaff

      Reviewed May 28, 2024

      Went to Barnes & Noble’s book signing in in New York and all the staffs that were there were professional, except for Barnes & Noble’s staff. I was separated from my phone and friend by a Barnes & Noble employee that insisted I go beyond the signing area. Should’ve not never got separated from my property or my friend and no reason to rush me for the time allotment still had 40 min left and there were about 30 people behind us. Never a good move when you are trying to stay afloat in a digital world. I loved the how engaging the author was but Barnes needs better practices if they want to stay in business. When I contacted the customer service I get an ultra generic response. “Ok we will reach out to the store.”

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      Verified purchase
      Customer ServicePunctuality & SpeedStaff

      Reviewed April 12, 2024

      Beginning of March 2024 I ordered five gift cards to be shipped to my address. I received a shipment through UPS of three gift cards. After calling Barnes & Noble immediately and reporting the problem, I was told a replacement for the missing two cards would be shipped from their warehouse. The Barnes & Noble employee requested the gift card numbers off the back of the three gift cards I did received. I requested a tracking number for the replacement cards but was told that he could not give me that information. I thought that was odd since the first shipment had UPS tracking information. The replacement cards never arrived.

      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.

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      Customer Service

      Reviewed April 12, 2024

      I buy in store frequently. I have had some issues with one store saying one thing, and another refuting it. Nothing catastrophic. Online has been nothing but an issue. I pre-order books frequently. Recently, I had an order with several pre-orders cancelled because of payment information. The card number changed because I had to get a new card. All my payment information is updated on my actual account. I got an email to update my information on an order. I tried to use the link and it said the link was expired. (Same day it was sent.) I waited till the next day and tried to use the link in the order to change billing information. I changed it and it said “can not update information at this time”. Said that for 2 days. Called customer service. They stated they “could not update payment information. You have to do it online in the order.” Tried again to no avail. Order canceled.

      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.

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      Thomas increased rating by 4 stars.
      Customer Service
      After a positive interaction with Barnes & Noble, Thomas increased their star rating on May 17, 2024.

      Updated review: May 17, 2024

      I was contacted by an America based service team member and they were able to resolve my issues. I have a lot of books to re-read now that I'm retired.

      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.

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      Reviewed Feb. 9, 2024

      I am trying to update an old Barnes & Noble Press account to publish a book under the name of my new company. I have been unable to update the old account to include my new mailing address or to change the name of the bank (and account and routing numbers) where any revenue should be deposited. At least one B&N Press individual sent me a message stating what I needed to do on the Vendor Account page. However, the options he stated do not exist on that page. My guess is no one at Barnes & Noble Press has even tried to use its service. It doesn't work.

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      Profile pic of the author.
      Customer ServiceSales & Marketing

      Reviewed Aug. 24, 2023

      I've had good experiences with B&N before, especially with the first printing of my book. But the second printing was so poor that I can't sell it. So, as they instructed, I emailed B & N Press Customer Service, expecting to get a substantive response back soon. No such luck. It's coming up three weeks now and all I get, despite many emails and calls even to the corporate offices, are occasional emails saying that they'll respond soon. No one can actually call B & N Press Customer Service. We're expected to wait an indeterminant amount of time for them to tell you where things are. I'm losing book sales now because I don't have inventory. They'll say to be patient because they are now exceptionally busy, but it takes a minute just to clue a customer in on the status. Despite new management, such bad customer behavior of B & N Press Customer Service hasn't changed.

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      Barnes & Noble
      Response from Barnes & Noble

      Dear Stephen,

      We truly apologize your experience with our BN Press, and would like to look further into this matter.

      Will you please provide your BN Press account details so we may locate your account.

      Regards,

      LaShanna

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      Barnes & Noble Company Information

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      Barnes and Noble
      Website:
      www.barnesandnoble.com