Barnes & Noble

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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 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.

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?

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.

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.

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).

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.

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!