Barnes & Noble
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I am a newly published author, Nefertiti Wolf. I have printed books from Lulu.com and Amazon with no problem. However, Barnes & Noble has been completely unprofessional, lazy and unreliable to its sellers. My publisher placed an order the BEGINNING of December for my books. When I received the books, there was different size font throughout the book and a picture missing from inside the book; there was a blank page where an illustration should be. We have emailed (since you can’t call) them numerous of times to send me the correct books but still no update or return box for the original books they ruined. It is now February and I do not have my books which I am now losing money for. This company is a disgrace to authors.
After several days of worry, B&N Executive customer service intervened and took care of the issue -soley becuase of this review- still believe this should have been able to be resolved immediately. Nothing more frustrating than the "canned" answer repeated.
Though I admit I made a mistake when I didn't check the last order address, but as soon as I hit "Submit" I realized it and tried to change/cancel or Modify the order (to either ship to my default address or cancel the order). IMMEDIATELY! I could take no action to do either and was told nothing they could do but wait for the order (going to a jail) to be rejected and come back. If that happens even. Though the website says "a short time to modify or make changes" there was NO time to do it. Very upset long time member out $430 and likely going to Amazon in the future.
Dear Christopher,Thank you for alerting us to your situation. We truly apologize for any inconvenience. We would like an opportunity to investigate the matter.
I recently returned a book that I purchased only to find out that they would take the book back, keep my money, and give me a gift card. Apparently if you make a PayPal purchase, you cannot get your funds returned. One book is not a lot to me, but I feel this is a pretty disgusting policy and it will end the relationship that I have had with this business. I’m pretty disappointed that they chose this, even after I tried to reach out to their customer service to see if they could process the return differently. Reaching out to them only got me a copy of the fine print regarding their return policy. I will be finding locally owned book stores from now on.
Since PayPal is not an accepted payment method in any brick and mortar stores, it is not simply policy, but inaccessibility to PayPal systems, which prevents our brick and mortar stores from processing PayPal refunds. For online PayPal purchases, we suggest a returning the order to the Returns Department for the processing of PayPal refunds. We apologize for any inconvenience.
Have done business with Barnes and Noble for many years. No more. Ordered a set of books for my daughters birthday. To insure it would arrive on time, purchased the expedited shipping. For two days straight, got email stating packaged shipped. The tracking shows "label created only" on both Barnes and Noble website and UPS. The Barnes and Noble rep says to wait one more day and then call back. You can't actually talk to anyone at UPS. Realistically, if UPS does not have the package, it won't be here tomorrow. If you want to compete, customer service can make or break you.
We know the importance of timely arrival of a gift and apologize for the issues you have experienced with your order. If you will provide us with your order details, we will address this matter at once.
Updated on 01/06/2022: I have had an ongoing issue trying to publish my hardcover book. It has been showing as processing for a number weeks. To make matters worse the only time Barnes and Noble pays attention to my issue is when I write a negative review. Then they very disingenuously offer to help and when I explain the issue there is no follow up from them whatsoever. Stay away from them for self publishing. I assume because it was Barnes and Noble they would be good. They are awful. Please stay away.
Original review: Barnes and Noble is terrible for self publishing. My book has been stuck on processing for two weeks now and customer service has ignored by request to investigate the issue. I would definitely recommend Amazon for self publishing. They were most helpful.
We show that titles are currently on sale and have requested additional information to research this matter further.
I wanted to send a book as a gift. I normally use Amazon, but I literally felt sorry for Barnes & Noble and wanted to give them some business. Barnes & Noble sent the wrong book. When I told them of the error, they refused to refund me. When I filed a dispute with my credit card they fought it tooth and nail. Congratulations Barnes & Noble, you cheated me out of my hard earned money. Hope it was worth it, because you will never get another cent from me. Sincerely, A former lifelong customer.
I ordered a Barnes and Noble gift card with a specific design on December 13th. I was informed that the expected delivery date was on or before December 21st and standard delivery would be 3-5 business days. The customer service rep confirmed that the gift card had not been delivered and since the company delayed the shipping of a basic gift card, the delivery date was delayed as well. I was offered a replacement gift card that would arrive 8-10 days later (well after the holidays) or to nullify the gift card order and get issued a refund.
I am now left without the gift card and nothing to show for the gift that I was depending on for the holidays. B and N offered no other consolation or anything for the inconvenience. I learned my lesson for trusting Barnes and Noble. At least Amazon would have offered customer loyalty and would have shipped right away. Save yourselves the frustration.
I ordered a book online. I received the wrong book, not even close to what I ordered. I called the B & N shipping. Was told they will send the correct order with a shipping label and take it to UPS to send the wrong book back. Once I received the correct book, it came with a label to ship the error back. Went to UPS, and they said it was not a label for them, it was for USPS... Took it to local post office and was informed it was not a prepaid label and it would cost $10.15. I paid it so I would not be charged for the book I did not order.
Called B & N to explain the situation. Was told by the lady that they will not reimburse me and to take it up with the USPS (it is not USPS's mistake) so that is totally a lack of responsibility on B & N. DO NOT ORDER ANYTHING FROM THIS COMPANY! Also, I believe in EOE, but the lady hardly spoke English. Why would you put a foreign language speaking person in a position that requires communication in an English dominant environment? I never could understand that...
We believe you may have used the generic return label that is sent in all shipments for customers who do not wish to keep their orders. When a problem is reported to us and a return is necessary, Barnes & Noble will provide a prepaid merchandise return label, as we do not expect customers to pay for shipping when there is an error with the order. Please contact us as requested in our previous message, so that we may resolve the issue.
Incompetence is something I don’t deal with well. I ordered a book in November to ensure by xmas. Got a tracking # but the shipper never got the product, B&N refused to reissue. Bad business. Never again.
We truly apologize for your experience and will be reaching out to you shortly to offer a resolution on this matter.
A few years ago I went to buy some books. Cashier told me there was a one time payment membership. That was a lie. I found out later that they charged me 2 more times for like 60 bucks! Lol what?? Wow. Didn’t email me about it or anything. I found out through looking at my bank account. I was angry because I was lied to and 60 bucks is a lot. If you use Barnes and Noble a lot then good for you. It might be worth it. But not for me. It’s also the fact that they LIED to me and it was a pain to find out how to cancel it. I’m pretty sure the company knows about it so my suggestion is to you B&N: Make sure you email people that you’re going to take out money from their account and make sure that your employees know what the hell they’re talking about and make sure the customer knows it will charge them 60 (or however much) every year. Make them knowledgeable and make them truthful. I would’ve LOVED to know that ahead of time.
Would’ve saved me money and frustration and inconvenience. Thanks but no thanks. I’m never going again for the rest of my life and neither are my kids and I’m telling my friends and family about it so they can watch out for your lying employees and scammy ways. LOL. Good luck with your company in the long run 'cause you’re going to need it. I don’t see it lasting too long but we shall see.
In front of the store display of books with the ** words. Very offensive.. I don't want my kids to see that!!!! Is this the new normal??!! Parents be aware! We go to Barnes & Noble to get educated not get exposed to trash talk.. Is this America??!!
I was going to publish my first book with Barnes & Noble Press. I was very excited about it. I had everything set up perfectly. I wanted a Proof first before I published it so I can see if I needed to make any necessary corrections. Well B&N Press says to click on the "Submit" for approval button and then they will get back to me. I did but no one got back to me. So I did it again, nothing, did it again, nothing. Then I wrote them an email and days after that someone finally wrote me back saying to click on the button again. I explained that that does not work. So they submitted it for me and it was approved.
So I ordered my Proof, which is still in the delivery process. Then I noticed that B&N Press put my book up for sale - Pre-Order at $7.44!! This is their default for books - PreOrder at $7.44. I did not approve of this nor did I authorize it because 1. I still didn't receive the Proof and 2. I was going to list my book for $22.97. So now they're making me look like a fool to my customers because they're seeing the book for sale at $7.44. I sent B&N Press Support an email to remove this listing. Days passed by and they didn't email me back. I sent another email, nothing. I ended up deleting my entire book from B&N Press. Days later my book is STILL up for sale on their website and on Google search engine. The book is gone, removed completely, so what are they selling? I clicked on the Buy button thinking that it'll show that there is no book, but instead the B&N website put the book in my cart!! Fraudulent.
There is NO phone number for B&N Press so I called corporate of B&N. Turns out they can't remove the listing and THEY can't even get in touch with B&N Press. The girl told me to email them and gave me the same email address that I've been using. She said there's no phone number for them and absolutely nothing else to do but to email them. This is completely ridiculous. I'm at a loss and being screwed by Barnes and Noble. Never thought I would ever say those words. I held B&N in the utmost respect but now they're ruining my experience of publishing my first book. Horrible.
Bought a $$$ Gift Card online for Mothers' Day for my 89 year old mother. My Mom is 89 so books are one of her few pleasures. Arrived 38 days later. When I called 3 weeks after I ordered the card, customer service could care less. Told me they could cancel the card and I could order another. All they cared about was not losing money on their end. Least they could have done was re-order the card for me (I already had paid) and expedite the shipping. My family has been buying Mom B & N gift cards for every occasion for many years. No more Barnes and Noble.
If your file is off by any measures they won't accept it.. And neither will they work with you. I had everything correct to my standard but they want a specific cover size that seemingly is always off by .125. I gave up and went with IngramSpark. Lord what a even bigger mistake! But however, LuLu was able to print to my exact standard no questions asked!
I ordered books, went to track my delivery and noticed that they left out my street numbers and books are being returned. Talked to them and see if this could be fixed and resent but was told no. Asked for manager, who proceeded to accuse me of not typing my address right. All that was missing was my home numbers and I have people who saw me type it in. I will not ever order from them again and neither will my family or friends.
On March 3rd I placed an order for a book set. However, they continue to tell me that they can’t get the book. I asked for a refund so that I could go purchase somewhere else. I was told they couldn’t cancel the order because it’s processing? Exactly what are they processing? They stated numerous times that they were having a hard time getting the book. My issue is that the books I ordered were for school. I needed them which is why I paid the price I did, and for expedited shipping. If you can’t fulfill a order you should cancel it and give your customer a opportunity to purchase elsewhere. Apparently my books won’t be here until March 27th which I find unacceptable. Your customer service is not the greatest either. Needless to say I will not be returning to do business with your company ever again.
I spoke with a customer service representative from B&N today. My package got lost in the mail. B&N blew it. I requested a refund and I am expecting that refund within the next several business days (I hope). Never again will I shop at B&N. Their customer service is abhorrent. While it's sad to see a relic of my childhood fail at least Amazon knows how to use tracking numbers... please do not waste your time and money giving your business to this B&N. Consider supporting your locally owned bookstores or just go to Amazon.
I have had the worst luck getting a package I ordered from Barnes and Noble shipped to my address. I placed an order on January 18 which shipped the next day on the 19. According to the tracking information B&N provided me in my shipping confirmation email my package was delivered on January 20. Nope. Called the shipper (OnTrac another terrible company) who tells me to contact the vendor- B&N. I contact B&N on January 26 and B&N customer service tells me that the delivery date of January 20 was an error and that I can expect my package on January 28. All day January 28 I listen carefully for any semblance of a delivery truck and hear nothing. No package and no delivery.
It’s now January 31st and I have no idea where my package is and when it’s expected to arrive- or if it will even arrive. I’m understanding of shipping delays regarding COVID but I would at least like to know where my package is sitting. Their failure to provide me with accurate shipping information is a sign of terrible customer service. And people wonder why B&N is going under? I plan to press for a refund. I also plan never to shop for books at this store again- which is significant because I have a strong dislike for Amazon.
I contacted their Customer Department on the phone, I was told that since my Nook, which was not quite a year old, stopped charging they would send a replacement. After a month went by I still hadn't received it, so I called again. This time they said that due to Covid that the Nook was back-order. So I waited another month, still nothing, when I called again they said that my Nook warranty had expired, the 2 month delay push my Nook over a year old & they weren't sending a replacement. In the meantime the device battery pack blew up, I took it back to the store this weekend, spoke to the manager, who just stood there looking at me and said "what would you like me to do about it". This is what Barnes & Noble has for Customer Service????
During this pandemic, had to do all my holiday shopping online and did this with Barnes & Noble with curbside pickup in Bartlett, TN. Wrapped gifts and sent out since family could not be together because of COVID. Order picked up had no printed store receipt, no packing slip and no return label in the event my gifts needed to be exchanged. Called local store AND called corporate and was told by both that I would have to get the gift item back from the recipient and bring to the store and return it and then turn around and buy it again and then REQUEST a gift receipt in order to get one for the purchase. How in God's name is that a good store policy and how much expense and inconvenience is a person forced to endure just to have a gift exchanged. Why could a gift receipt not be printed from the original e-mail barcoded receipt? That bar code would show what was purchased, would it not?
I have been a B & N consumer for many, many, many years and I have never been treated this way and during these difficult times of not being able to go to a store to speak to customer service has made me rethink my loyalty when spending what little money I have to spend on nonessential items. I will let my friends and family know of this experience and I will no longer recommend B & N and this hurts because I have loved shopping there.
On November 22, 2020 I went online and purchased a Nook Glowlight Plus and a Kate Spade case for it. I got it for my mom for her birthday. Within 5 days of my purchase, it went on sale for $50 off. So I attempted to contact customer service to find out if there was any way to possibly get a credit. The text chat is a joke. Clearly it's a bot. I say that because the responses did not in any way reflect my questions. So I went through the maze of FAQs and finally found an answer to my question. The answer is NO. I cannot. Okay fine.. It's for my mom so I won't worry about it. Whatever.
Now it gets worse. I got the package and set up the Nook for my mom and boxed it up to send to her. When she got it, she was really excited and immediately went to put it in the beautiful Kate Spade case. She called me and told me the case doesn't fit. It was in the correct box, but the item inside was switched. Great. Now I try the customer service phone number and wait on hold for 15 minutes before someone comes on. This would have been way easier if I had been able to email customer service. Then I don't wait on hold growing increasingly frustrated. And someone can respond to my email and there is a trail. But like so many other companies Barnes and Noble did away with this. I don't understand why, it's a perfect work from home job. It's also far more efficient than having customers wait on hold just before you send them to another extension for them to wait on hold to explain all over again. This is exactly what happened.
I explained what happened with the case and also let the lady know there was no way for me to get the case back. I asked if I could get an extra discount on a new one or at least get delivery waived. She explained that it was an issue with the Nook and she would have to transfer me to another department. I explained that there was no issue with the Nook and that it was a delivery issue. She said that since it involved the Nook, she had to transfer me. So she did and I waited for another 10 minutes before giving up.
My mom is 80 and loves her Nook. But because it's so thin it's hard for her to hold without the case. So I went online and bought a new case and paid for the delivery. They stopped carrying Nook in the store near where I live so I had to go online. Barnes and noble like so many other companies has unfortunately become another store to add to the list of companies with the worst customer service. That was the last purchase I will ever make with them. Books a Million is way better. I wasn't asking for a full refund. Also even if I had been able to return the case to them, they wouldn't have taken it back because the item didn't match the package. I would have been the one accused of switching it. Besides my my is on lockdown in her building because of covid. So she cannot get out to mail the package. I gave bought several Nooks and Nook Tablets from Barnes and noble. Never again.
I’m posting this review on every public site I can find to get Barnes & Noble Press’s attention. I ordered 30 copies of a personal book on Nov. 19. I received the 30 copies on Dec. 2. One of the copies was damaged. I took pictures of the damaged book and emailed their customer service on Dec. 2 and said I wanted a replacement copy. They replied on Dec. 3 and said they would send me a replacement copy.
I work in publishing. If one of our customers receives a damaged book, we have a replacement printed and shipped the next day. Barnes & Noble Press apparently doesn’t have the same standard for both quality of their products and quality of their customer service. I next emailed customer service on Dec. 8 and asked them to send me the tracking number for the replacement copy. Their reply was “your replacement order has not shipped yet.” They did not say why it was delayed or when I would receive it. I emailed them a third time on Dec. 12. I did not receive a reply.
On Dec. 15 I filed a complaint with the Better Business Bureau, which they have ignored. I also emailed them a fourth time on Dec. 15 and told them I filed the complaint. They replied on the 16th and said “We are working on the replacement to have the book sent as soon as possible.” Again, they did not say when I would get the replacement.
All of the previous emails were signed from a customer service representative. Today, Dec. 17 I received an unsigned email that said “I am sorry to hear of your dissatisfaction, and I would like to take this opportunity to address your concerns. We understand that your order arrived damaged therefore, we are doing all that we can to get you a replacement copy printed and shipped out as soon as possible.” They are still not saying when I will get the replacement.
They sent damaged goods, and they need to send a replacement NOW. Telling a customer you’re going to fix the problem, while you’re actually doing nothing, is abhorrently terrible customer service. It has been over two weeks. I can have 5,000 copies of a full-color 100-page magazine printed in that time. Yet they can’t handle digitally printing one 46-page book. Again, as someone who working in the publishing industry, I can say without a doubt that there is absolutely no excuse for this outrageous delay. I do not recommend their services. After this experience, I will also never shop at a Barnes & Noble bookstore again. I don’t want to give any of my business to a company that ignores its customers and shirks it responsibility to those same customers.
B&N not providing SERVICE. No access to purchased products with their cyber attack. Now again preordered books that have been released can't be downloaded. No msg as to why. What's the problem this time,?
I walked into a B&N and purchased 60 items to be sent to my home. I was charged IMMEDIATELY. Then I get a note 12 hours later in my email saying, "you didn't pass our verification process and we aren't delivering your product". No clue what I didn't "pass". I paid. You'd think if you paid, you'd get your product. I have now waited 60 + days for a refund. I have called and spent over 5 HOURS on the phone with customer service and the store that took my credit card number and charged me. I got another "wait 5-7 business days and see if the money is refunded to your credit card". I paid almost $300 and I have no product (that I needed for a birthday party that has long passed) and NO REFUND. So you can take my money right away but can't process a refund?! Barnes & Noble will never receive another dime from me or my family.
660 books on cloud. They updated their service. I have had no ability to use my nook devices for 4 weeks now. Multiple calls only say we are working on it. I will not spend one more penny on Barnes and Noble.
Paid extra for gift wrap and for a card with a note with expensive book purchase for a special friend. Little or no attention was paid to gift card; the requested note on the gift card was offset and illegible, and therefore not usable. Product was easy to order, shipping time was great, but trying to get in touch with B&N to resolve the gift card was a nightmare, and is still unresolved. I cannot recommend spending extra for wrap and card or trying to reach B&N customer service online. There was 45-minute wait to call customer service; one has to open an account to reach them by email online.
If you want to buy a book Barnes and Noble is fine. If, however, you need to return an item as we did with a Nook because we can't use it without WiFi, think again. All I wanted to do was return this item, just as I do on Amazon, and it was a nightmare. It has taken three days and I don't know how many phone calls. In the end we are paying for postage and shipping it registered mail. This experience was like trying to steal gold from Fort Knox. It's not the people so much and it is the system. Stick with Amazon.
Like many people, I have waited YEARS for midnight sun to be written and sold. So on May 6th 2020 I pre-ordered the book as soon as I found out she finished it. Today is August 12, 2020 and I was suppose to receive the masterpiece 3 days ago. I go online to check the status and it said that the book was sold out and I would receive mine after they got more. I pre-ordered it! Months ago! I was so upset, I emailed the company, and a few hours later I get on to check the status again and now it says I can't see it because I never ordered the book. I check my bank account from May and turns out they never charged me (even though I checked right after purchasing it, it was pending and I had plenty in the account).
Now this was definitely partly my fault as I didn't make sure it went through but I've never had a problem like this and I did not find it necessary to check my bank more than the once because barns and noble sent me a confirmation email that said I purchased it! They did not send me a cancellation email, or anything of the sort. So I had no clue that they cancelled my order. So I ordered a new book from Amazon for half the price. This is why Barnes and Noble is going out of business, I was trying to support them but what a waste of time. Oh, and I never heard back from the company from my email, and I had tried calling several times and spent a long time on hold before I gave up. I'm not going to sit on the phone for 30 minutes to talk to someone that's just ridiculous.
If you order any book from them and give an honest review on it, they don't seem to like it. Whatever happened to Freedom of Speech? My review about that book was written by a "medical professional" who's telling people in this book that it's okay to take showers without soap. I completely disagreed with this "medical professional's" advice (and I'm also in the medical field too, I'm an LPN) and even wondered what kind of person would tell other people that, especially in this age of Covid-19.
So I expressed my concerns on their review section on their website, and they sent me an email saying that they didn't publish my review because I was in violation of their terms and conditions for posting comments on their website, although I never said anything derogatory about the author of the book (except did they get their medical license from the back of a cereal box, which is a harmless statement). I basically compared this book telling people not to use soap when they take a shower to telling children to go ahead and eat those laundry detergent pods. Apparently, Barnes and Noble hated that but WELCOMED me to write other reviews on their site. I guess as long as you don't tell the truth, they'll publish it.
I ordered books on July 2. As of July 24, they have not arrived. I got the order numbers from my receipt and typed the order numbers into my account. They no longer show up in my order list. They lost the orders. I can get the same books from Amazon within a week, with no problems, because Amazon doesn't lose orders. I can understand why B&N is going out of business. "B&N" must stand for "BROKE AND NO GOOD." I have had many bad experiences with BROKE AND NO GOOD in the past of a similar kind. I will never order from them again.
Don't sign up for automatic renewals! If you aren't using the membership you'll still be charged without a renewal reminder letter or email. LOL — have been put on hold 25 minutes ago by a supervisor... Guess this is Barnes & Noble's brand of "customer" service!
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