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Barnes & Noble Reviews

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Barnes & Noble Reviews

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    Page 3 Reviews 40 - 240
    Customer ServiceStaff

    Reviewed Dec. 19, 2020

    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.

    Customer Service

    Reviewed Dec. 18, 2020

    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.

    Contract & Terms

    Reviewed Nov. 22, 2020

    Barnes & Noble billed my account when I had never approved a yearly contract to bill me for membership. Fraudulent activity by the company. I will never purchase anything from them again. BAD COMPANY.

    Reviewed Nov. 8, 2020

    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,?

    Customer ServicePunctuality & Speed

    Reviewed Oct. 28, 2020

    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.

    Customer Service

    Reviewed Oct. 27, 2020

    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.

    Verified purchase
    Customer Service

    Reviewed Oct. 23, 2020

    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.

    Customer ServiceStaff

    Reviewed Aug. 18, 2020

    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.

    Verified purchase
    Customer Service

    Reviewed Aug. 13, 2020

    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.

    Contract & TermsOnline & AppStaff

    Reviewed July 31, 2020

    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.

    Verified purchase

    Reviewed July 24, 2020

    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.

    Verified purchase

    Reviewed July 9, 2020

    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!

    Customer ServiceStaff

    Reviewed June 23, 2020

    I made the mistake of buying three nook books online. When the books arrived two of them were in German. I have been trying very hard for the past week to correct this problem. Going to their store did not work. I tried to call them many times but to no avail. They are hiding under the covid-19 for not being able to keep enough staff. I now understand why they are going under. This is why such businesses fail. They are super fast getting your money but when it comes to give you service they cannot be reached. I strongly recommend against anybody dealing with them.

    Verified purchase
    Customer ServicePricePunctuality & SpeedStaff

    Reviewed June 11, 2020

    This is pretty much my last straw. Look, I’m a forgiving person. Delays of 1, 2,3,4,5,6,7 days... ok. But when a company is MONTHS late and has no recourse to cancel an order they need to be sued. Unethical and disgusting greedy slime. Chat is disabled. Emails bounce back as u deliverable. Broken links in emails leading to never ending loop on website. Calling? HA! I waited 30 min on hold only to get someone who didn’t speak English, contradicted herself and ultimately said it was a “bad connection”. Click. I’ll fight you greedy corporate pigs for every dime you charge me for merchandise I never got because you do this every time.

    Customer ServicePriceStaff

    Reviewed June 10, 2020

    My 86 year old mother has had 2 previous NOOK readers from Barnes & Noble. In April NOOK #2 dies. I went online and purchased an early Mother's Day gift of the newest NOOK product. My mother had difficulty transferring information from the old unit to the new one. Due to COVID 19 the local store was closed. She waited patiently for almost two months to get help from an associate.

    Today, June 8, 2020 she takes the new unit, in the original box, to the store. The associate at the Pensacola, FL location refused to touch the unit due to the virus. It is a hard surface. The CDC has said that COVID 19 does not live well in hard surfaces. If you are concerned wipe it down. Don't give an 86 year old woman a phone number and "gee sorry".

    The unit cost me almost $200 and all my mother has is a phone number and nothing to read. She will have to get someone to help her with calling and setting things up. Shame on your associate and shame on management for not training their employees how to show a bit of compassion. Barnes and Noble has gotten their last dollar out of me.

    Spencer **

    Cape Canaveral, FL

    Customer ServicePunctuality & Speed

    Reviewed May 22, 2020

    We enjoy bookstores, but whenever we've ordered or pre-ordered books or merchandise we have problems. We ordered Christmas gifts and got emails about delay, delay, delay -- then an abrupt "we cancelled your order." We did NOT get a full refund for items they cancelled! We pre-ordered the new Hunger Games book because someone gave us a gift card. Same story: delay, shipping delay, shipper has given up, BUT nobody has fixed the issue, tried to start a new shipment, or refunded the order -- 5 business days after the date it should have ARRIVED (8 days after shipping started - it is lost). I've been on the phone for over 30 minutes with no help, and likely won't get it resolved AGAIN (or they will "forget" to give us all our refund, like last time, and since you have to wait for an email, it takes a new phone call -- an hour or more -- to get the rest of the money).

    Please don't buy your friends and families gift cards unless you think they will go to a store and leave with products in their hands. If you can't leave with an item in your hands, then I hope you get all your items shipped to you, because otherwise it is a part-time job to get "customer service" from this company. While other businesses have tried to do a better job with COVID-19, B&N has used it as an excuse to carry on the same, poor, slow, sloppy, incomplete "customer service" that they always had. Now they can wave the virus excuse around and pretend it is the cause. Nope!

    I can't wait to dump these gift cards and shop elsewhere where I won't get the runaround and incomplete refunds. Mistakes are OK, but lies on delays (when in fact they never had the product), lack of trying to help without me spending 1-2 hours on the phone for their mistakes, and incomplete refunds after I've spend a couple of hours on the phone are just not OK. Please don't buy a gift card & torture someone you care about!

    Customer ServicePunctuality & SpeedStaff

    Reviewed May 14, 2020

    Do these people know what they're doing? I recently attempted to purchase a B&N gift card. Two weeks later it still had not arrived. I tried again. After ten minutes on the phone B&N still did not have all the info it needed. I gave up.

    Verified purchase
    Customer Service

    Reviewed April 25, 2020

    Unbelievable the nightmare I'm going through with this company. I ordered 6 books March 31 2020 and received an EDD of April 14 2020. That date passed and they sent another EDD date April 21 2020 and guess what another EDD date of April 23 2020. I sent 2 emails to Mr. Daunt the CEO and first response was that he would look into it. I contacted customer service 3 times and was told the books are there and ready for shipment the past 2 weeks. I was told they twice sent a request to the warehouse manager to release books for shipment that was April 21 2020. I requested cancellation as the EDD has past and their system only showed that date though I received an April 23 2020 EDD. I was told by 2 supervisors that I could not cancel because the books are in queue in the warehouse again.

    I called April 24 2020 and talked to customer service rep who sent another release the shipment request to the warehouse manager. I was told if I still didn't receive shipping status to call back in 3 business days using the reference number they gave me. I again sent the CEO another email with the order number and a snapshot of the status all showing processing shipment which it has been for 2 weeks. I received no response from him I have been a member for a long time and this truly is terrible to be treated like this I filed a dispute against them to refund my money which they stated they couldn't. Waiting results of the dispute from 3rd party. I will no longer be subjected to this kind of stress with a company who clearly has no desire for customer satisfaction. I will be cancelling my membership and ordering from now on through Amazon.

    Customer Service

    Reviewed April 21, 2020

    I only shop here so Barnes and Noble stays in business as its competitor, Amazon takes over the world. However, I am definitely picking Amazon from now on. I ordered some books and 2 candles. The candles came in broken and in huge chunks. It was a mess. I went to email customer service to let them know. Barnes and Noble does not have a customer service email address. I went to do a live chat next. That feature is also inactive. My only option is to call.

    I sat on hold yesterday for 25 minutes, then finally hung up. I called again at 8:30, they said they were not taking any more callers. Even though they say they are open until 9pm EST. I am currently sitting on hold for the third time. I am at minute 40 with no answer, and I have not been updated on any kind of wait time. This is awful. Get with the times, B & N. Provide an email address or some kind of chat. We are past the era of sitting on hold for hours at a time. This is the last time I will shop here. I hope Amazon shuts them down. :)

    Verified purchase
    Customer ServiceSales & Marketing

    Reviewed April 1, 2020

    I have had the worst time trying to order from B & N. First I signed up for the newsletter to get 10% off. I never got the discount code emailed to me. After calling the customer service line three separate times and being told it would be emailed immediately I finally got the code sent on the third call. Then I used to the code and scheduled a pick up only to discover my order had been canceled when I was on my way to B & N to pick up. Then I tried to reorder online and it said my book qualified for free shipping.

    When I went to checkout there was a charge for shipping. I figured I would just let it go and order the damn book at this point. I went to put my discount code in and it wouldn't take it because it had already been used. It was used on the order that was canceled. I reached out to B&N at this point for the fourth time, after devoting hours to ordering this book and asked them to remedy the situation. They never responded. It seems like they advertise the coupon code to get your info, but do not want people using it to me.

    Punctuality & Speed

    Reviewed Feb. 20, 2020

    I ordered a book from B&N that was supposedly in stock. Because my daughter needed it for school, I paid the extra $15 on top of the regular shipping fee for it to be expedited. It's five days later, and the book order is still being "processed", whatever that means. When I contacted their service dept I was told it can take several days for the order to be processed and the book shipped from the warehouse. I now understand why B&N is failing, as their ability to service their customers in a timely manner is unacceptable. Sorry, B&N, but I'm going with Amazon for future orders.

    Sales & MarketingPunctuality & Speed

    Reviewed Feb. 13, 2020

    I have been shopping at B&N for years. They sold me on their membership, which I had to pay for. They told me since I shop there so much that the discounts and benefits would pay for itself. BS, I went there over the summer to get my daughter a bunch of books for summer reading and grabbed a few for myself. I had a coupon sent to me by email that would have been great to use since my bill was close to $300. When I went to upload the coupon their internet was too weak to bring it up. Of course the cashier was like "so sorry, maybe you can print it out next time before you come in, our internet sucks here". I even showed her the coupon to see if she would just honor it but she looked at me like I was crazy and said "the ONLY way to apply the discount was from the bar code when you load it." Great. So there goes 60 bucks that would have paid for the membership.

    Anyway, recently I went again this time for my daughter's school project. She needed a biography book and I wanted to buy a few new puzzles and a calendar for the new year as well as a day planner totalling another 300 bucks. I had received another great coupon that would have saved me another 60 bucks. Of course I had forgotten about my upload issue last time so when I went to load the coupon, it wouldn't work. Different cashier again said "sorry our internet is crap". Well now I'm aggravated. This place advertises internet, books and Starbucks. Which to me is an internet cafe bookstore. So what kind of internet cafe doesnt have good working internet? She tells me to maybe walk around the store or go outside to see if it would load. So after waiting in a long line I now have to walk around the store searching for a signal even though I show full bars.

    Now I get back in another long line and have her get the manager who takes forever causing another long line. He tells me, "Sorry you need the bar code," even though the email shows the coupon clear as day. He said I can go home and print it out and bring back the receipt and he will adjust. Well dont I go home, drop off my kid and my stuff, print it out and go back. This idiot now tells me that, "Sorry you need more than the receipt." They need the 3 bags of crap I bought to return it all so the can rering to give the discount. Great. Maybe he should have made that clear when he told me to go home and print it and he will adjust my receipt.

    So I said, "You can take this beneficial membership and shove it where the sun dont shine." I think I'm done with this place. I wouldn't care if it was a small purchase but since I dont live that close, I usually stock up and spend a lot. if they know they have crap internet then they should have an instore coupon they can scan or have a discount key on their cash register.

    Reviewed Feb. 8, 2020

    I drove 25 miles yesterday to the Calabasas location to purchase a magazine that the website indicated was in stock. It was not. I mentioned my disappointment to the store manager, who shrugged it off and told me the website was not necessarily accurate. No sympathy or offer to help. Disappointing. I'll shop elsewhere.

    Customer Service

    Reviewed Jan. 26, 2020

    About 12/27/2019 I ordered an Ansel Adams calendar at the Bend, Oregon B&N store. After paying for it they said they would can contact me when it arrives. Today, 01/26, I checked the B&N counter for my calendar. They said it had come in and that they had contacted me. They said after I did not pick it up they sold it and it is no longer available. I'm disgusted with their service. How could they sell an item that had been already been purchased? As a B&N customer member since the 1980s I've never experienced such negative treatment. If such customer service accelerates their going out of business, it's understandable. Ron **, in Bend, OR.

    Customer Service

    Reviewed Jan. 8, 2020

    I ordered a book Dec 15, 2019 to be delivered by Christmas. The book traveled from New Jersey by UPS and was dumped at the Des Moines, Iowa post office where it still sits. I called Barnes & Noble. They sent another book December 30, 2019. It has arrived at my house on January 8th. It was supposed to be delivered to Fort Dodge, Iowa by January 6th. Now I have called, once again, they will send a book to Fort Dodge and it should be there in two days - Yeah Sure!!!. I also have to send the book they sent to me back to them. That means two trips to the Post Office. One to pick it up, wait for recall slip and drive to Post Office to return their book. I tried to get compensation for my time and travel. They said it is NOT their fault. Yeah - Sure!!! NEVER AGAIN! Barnes & Noble suck - and so does their customer service.

    Customer Service

    Reviewed Jan. 7, 2020

    I have ordered books from Barnes and Noble several times a year, however, within the past 6 months something changed and their service has declined. I ordered 7 books Dec 20 2019, received no status. After 3 days I called customer service who gave me a promised delivery of 27 Dec 2019. I seen the books were sitting at Latham New York 1.5 hours from my home on Dec 20th. It just sat there not moving. Then the 26th the books finally moved to my local post office for delivery.

    The following day Dec 27 2019 I contacted UPS and asked why there are sitting 1.5 hrs from my house. UPS quoted what the site said the package says it's in Latham. I told her I know that why has it not moved in days. I received the books on the 27th of Dec. I also had ordered 11 books Jan 3rd 2020. On Jan 6 2020 I called Barnes and noble to inquire why there's no status, They said the books have been pulled from the warehouse and are boxed for shipment and I would receive an email with edd. I received nothing. I called again and was told the promise date changed to Jan 17th 2020.

    I told the supervisor, "That's not right. I'm a member. I ordered them Jan 3rd 2020. They have not shipped but you say they are in a box waiting to go out. Why am I waiting 14 days for my order when the books are waiting to be shipped." I also have tried tracking previous orders and received an not a valid order number or when trying to track previous orders the site would say no such tracking number available. I am very very disappointed with Barnes and noble and have decided with this last order of 11 books with no status for 3 days I'm not going to order books from them like I have been doing. Too stressful for me to constantly call and try to find out what's going on.

    Customer Service

    Reviewed Jan. 6, 2020

    I pre-ordered a book several months ago. I realized I never received it and contacted the company. They stated that because it was 30 days past the expected delivery there was nothing they could do. I hadn't been watching the delivery that closely because it was a pre order months in advance. Even though the tracking info clearly shows I didn't receive the book, they just say there is nothing they can do. I was actually in shock with how terrible the customer service was. Will definitely look elsewhere for future purchases because if there is any problem, they won't help you out.

    Reviewed Dec. 31, 2019

    On 12/10/2019, I ordered a "new" hardcover copy of a book thru Barnes & Noble. The item was not delivered until 12/31/19. The shipping package consisted of a piece of cardboard folded around the book and bound by a single band of packing tape. Both ends were open and the book was exposed to the elements. Upon unpacking, the product was found to be definitely "used". Additionally, I found it had been fulfilled by "MarketPlace" seller although I had ordered directly from B&N (the web page offer MarketPlace sellers as an option but I did not chose that). And, finally, the book was not hardcover, it was spiral bound and of much lesser quality. Tried to return but MarketPlace. Seller refused to accept. Will never buy thru B&N again.

    Customer Service

    Reviewed Dec. 27, 2019

    I have ordered from Barnes & Noble for years but my wife and I just have had 3 failed attempts to order books for no clear reason. The ordering process has become much more cumbersome somehow. We got an email saying they were ordered first and then a follow up saying it did not go through but did not explain why.

    Customer ServicePunctuality & Speed

    Reviewed Dec. 26, 2019

    I ordered a new hardcover book on December 9. I was advised it would arrive by Dec 23. I tried to track my package and received the following response. Status Label Created, not yet in system. A status update is not yet available on your package. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon. I tracked the package several days only to get the same response. Now that Christmas is past I called Barnes and Noble. I was told that the third party vendor does not use tracking. The package should arrive on or about December 31. What a waste of time. I could have ordered the book from several other places but I chose Barnes and Noble. What a fool am I. I trusted them to deliver and they were a FLOP. I will never order from them again. Third party vendor is a lousy way to do business. Go try Amazon next time.... They do tracking numbers.

    Customer ServicePrice

    Reviewed Dec. 24, 2019

    I ordered 3 Christmas gifts Dec. 11, well ahead of Christmas delivery. UPS handed the package over to the USPS, who lost it. On Dec. 24 I had to rush around replacing 3 gifts. All BN would do is refund the purchase. No compensation for charging me UPS shipping prices and then losing the order. For decades I have spent hundreds of dollars annually at BN and have faithfully renewed my membership. Now I will shop elsewhere, both online and in stores. BN does not know how to provide customer service.

    Customer Service

    Reviewed Dec. 21, 2019

    I ordered a set of books as a Christmas present on 12/17, I paid extra to have them expedited, the books were showing as In Stock. I received the confirmation of order, but never received the item. I just spoke to them and they do not have the book in stock, they never bothered to tell me they did not have it in stock. I will never purchase from them again. They have sat on my money for 5 days and never bothered to let me know the book was not available. HORRIBLE Customer service.

    Sales & MarketingPunctuality & Speed

    Reviewed Dec. 13, 2019

    I ordered this 12 book (used) set for my daughter as a birthday gift. Shipping was very slow. When I opened the box, the books were a mess. They were clearly just shoved in the box and some covers and pages were bent/ripped. I did order a used set and wasn’t overly concerned with some bends or normal wear. As I took the books out and fixed the bends, I realized I was missing the 12th book. I contacted customer service and they informed me the order I had made was for 11 books. I showed them the picture they had used in the ad which showed 12. I then saw that nowhere on my order info did it actually say the amount of books that were actually included. Missing one book isn’t the biggest deal in the world but I paid $60 for a used book set that was falsely advertised. Based on the shipping time, packaging, and the misleading website, I won’t be ordering again. Back to Amazon and eBay I go.

    Customer ServicePunctuality & Speed

    Reviewed Dec. 4, 2019

    Less than 24 hours after placing my order, I received an email stating that my order would arrive over 1 week later, making it much too late for the gift exchange I intended it for. So I contacted customer service, again less than 24 hours after making the initial order, and they told me that the order had been processed and could not be cancelled, despite the fact that the item would not ship for over a week (estimated delivery time is 2 weeks from now, despite the 3-5 business days I was told at time of order). They offered a return label. The product is scheduled to be delivered the day before my birthday, 6 days before Christmas, and over 2 weeks after I made the order, so I will have to venture out during my holiday break to try and send in this stupid return I should not have to be making. Really bad customer service, I will be done with Barnes and Noble from now on. Plenty of other options out there for books.

    Price

    Reviewed Dec. 2, 2019

    Have good value for books, definitely beats Amazon with prices, I brought a book from them (still waiting for it to arrive). It was reasonably priced because it included shipping, until I looked at the receipt and saw it charged $27.14 USD. Then I proceeded to cry in Australian because that adds up to be about $41.87 AUD. It hurt me on a emotional and physical level. It would have been nice if they converted it before I purchased. But at least it is cheaper than Amazon.

    Verified purchase
    Customer ServiceStaff

    Reviewed Oct. 22, 2019

    My order was cancelled for “fraud protection” because my laptops IP is from Maryland and I live in Texas. Did not contact me. Just cancelled my order. Was told by a sales audit representative that he replaced my order and I would receive a confirmation in 30 minutes, 2 hours and nothing... next morning still nothing so I called again and they said I have to place the order myself. Finally placed the order the following Monday because I’m a college student paying my own way through school and don’t have a lot of money and I had to wait for the hold on my bank to void out. They said they upgraded my shipping from the 5-7 day shipping I paid for to 3-4 since I need it for a class and had to wait all that time. Yet again that was a flat out lie.

    I got an email saying the promised date was 10/17. 7 pm on 10/17 still no book and tracking number won’t work so I called customer services. They told me it won’t be here until 10/24 a whole week after the promised date I got in an email from them! Ended up not being able to turn in 4 assignments for school and am now failing the class when I’m an A student. Called to talk to a supervisor and all he told me was basically that every single representative I talked to (5 I believe) lied to me and he couldn’t do anything about it. Not even reimburse me the shipping I paid for. Do not listen to customer service/sales audit teams. They have no idea what they are talking about.

    I work in customer service and would never lie to a customer, if I don’t know the answer I would call other department until I found the answer. This is no way to run a business. They have just lost a customer who has been shopping with them since I was 7 which is a total of 16 years. Also, ended up paying more for my second time ordering than my first.

    Customer ServicePrice

    Reviewed Oct. 20, 2019

    I enjoyed looking through the bargain books. There are always a wide selection of subjects, at reasonable sale prices. I also love the variety of gifts and knickknacks from fantasy movies. Always great customer service.

    Customer ServiceStaff

    Reviewed Oct. 13, 2019

    Last September I placed an order through Amazon, which went through Barnes and Noble, for the purchase of Nickelodeon’s “Rocko’s Modern Life” complete series DVD. After the order had been placed, I was informed that it would take them almost two weeks to deliver the DVD. I was a little miffed, but I figured that Rocko went off the air in the late 1990’s. I could hold out for two more weeks. Less than a week later I received a package from some company delicately named Blow It Outta’ Here.

    Having never ordered anything from any company that boasted blowing things out of places, I reluctantly opened the package to find a brand new DVD of the 1974 movie “Zandy’s Bride” featuring Gene Hackman and Liv Ullmann. So, naturally I was confused. This was not the company I ordered my DVD from. This DVD was a post civil war drama about a settler and his mail order bride trying to scratch out a simple living in the harsh American wilderness, not the fun-loving adventures of a 90’s wallaby and his colorful friends. The only thing that seemed remotely similar to my order was the fact that it was a DVD. So, basically, “kudos” to Blow It Outta’ Here for getting that right, I suppose.

    After several emails I eventually got Blow It Outta Here to refund my money, provided I return the DVD to them. Being the type of person who likes adventure, I packaged up Zandy’s Bride and promptly returned it to the address they provided. It should be noted that they did pay for the postage, but, as of today, a week later, no refund. But, I’m optimistic. I figure life can throw some pretty weird stuff at you sometimes and the only defense we have against the indifference of massive corporations is good natured optimism. And then I thought, hey you throw a Steer and a turtle in there and I am Rocko! So, refund or no I would like to thank Amazon, Barns and Nobel and Blow It Outta’ Here for helping me pay tribute to Rocko in a weird sort of twisted way.

    Customer Service

    Reviewed Oct. 12, 2019

    ❌❌NEVER BUY FROM BARNES AND NOBLE WEBSITE.❌❌ I ordered my book and access codes for school a MONTH ago! $300!! They took the full the $300 for both items out of my account, gave me an arrived date (before ordering) so I ordered them two weeks before I started school back. I received my book within a week, money came out of my account, no problem. My access code on the other hand, the money went back into my account and the site says “being processed”. It was suppose to arrive on October 8 (which is why I ordered it). I get an email the WEEK before the 8th stating it wouldn’t be here until the 14th.

    So I call Barnes and Noble to cancel the item since it has NOT been shipped yet because I cannot wait that long. They then tell me they cannot cancel the item and I have to wait until it arrives for me to return it. As well as the money coming out of my account when it ships. I even spoke to a manager. She told me the same thing. So I looked at my account that same day and they took $114 out of my account the same day I talked to them on the phone. I waited and waited, even checked the status online.

    The following week, the $114 gets returned BACK to my account. So I call again wondering if they actually got the ordered canceled and they proceed to tell me that they don’t know why it did that but the money won’t come out of my account until it ships. (May I remind you the order status online still says arriving October 8.) So I wait a few more days, I call again today to see where my package is considering online status still say “being processed”. They proceed to tell me they don’t know when it will be shipped at all and I will just continue to have to wait and still no way to cancel the order.

    I have never in my life seen a company that cannot cancel an order when it has NOT left their facility yet!! I have no clue when to expect that $114 to come out of my account. And on top of that, it will NOT be here on the 14th like the email had said. I cannot wait because my temporary access code expires in the next few days! Now I have to spend ANOTHER $90 to buy another access code because I cannot wait! Plus I do not know when the $114 will come out of my account again!!! I'M NEVER ORDERING FROM THEIR ONLINE SERVICE AGAIN!!! No one can help you with anything!!! No one can tell you anything!!! And they keep taking money out of my account and putting it back in there!!! If anyone knows anything more I can do, please feel free to comment!!

    Customer ServicePunctuality & Speed

    Reviewed Sept. 13, 2019

    I ordered a textbook on the 28th of August and was told it would arrive by the 6th. The arrival time kept getting pushed back (I believe at least three times). I decided to order the textbook from another site. I go to the Barnes and Noble website today, September 13th to cancel my order and it still hasn’t even shipped and come to find out it’s out of stock. Why not notify me of that in your emails? Thank you for at least giving me the option to cancel my order.

    Customer ServicePunctuality & Speed

    Reviewed Sept. 10, 2019

    I pre-ordered an item from Barnes & Noble in its limited edition form. The day it was scheduled to ship, BN had some sort of problem processing my card. Instead of calling, they cancelled the order and sent an automated email. I called customer service to un-cancel the order, and they'd already shipped all limited edition items to other people. No phone call, even though a phone number is required with every order. Now the item will not arrive on time, and it's not the version I hoped for. Very disappointed.

    Reviewed Aug. 21, 2019

    Don't buy B&N. Barnes & Noble washes its hands of the transgressions of its 3rd party sellers. You can only interface with B&N, but when something goes wrong they shift the blame to some invisible third party. Maybe I can't legally blame them because of what I agreed to when I bought the book, but I can at least come here and say that an 8-14 day shipping window has turned into a month, potentially. I wonder if anybody is even obligated to deliver a book at this point.

    Customer ServicePunctuality & SpeedStaff

    Reviewed Aug. 9, 2019

    I ordered two pens from Barnes & Noble and they arrived perfectly fine and within a good time frame. I also ordered a 5-piece Body Scrub and Butter set as a gift for my mom. The order kept being delayed and then after about 2 weeks the order was canceled. I was just confused because my other two items arrived fine, but then this just never even delivered. I was pretty disappointed. I even texted a customer service employee, and although she did update me that it would still take time to be delivered, it didn't even reach that stage.

    Customer ServiceStaff

    Reviewed Aug. 8, 2019

    B&N cancelled my order without contacting me. The only email I received was my order confirmation. Their explanation was that they could not verify my identity. I asked if they had attempted to contact me either by email or phone, they told me it was MY responsibility to contact them and when I didn’t they just canceled my order without notification. Now I have to pay expedited shipping thru another company so that the books are here in time. I brought that up with their sales audit team and they were unconcerned.

    Customer ServiceStaff

    Reviewed Aug. 7, 2019

    Barnes and Noble is (was) a major player in this field and now they have decided to put customer service as the lowest priority. The customer service reps "Glen, Sam, Sue and etc" are very convincing as the people that lived just down the street from you and me. They are so poorly trained that they do not understand the difference between a P.O. Box and a physical street address. When they screw up they offer to reship the item and even expedite the order, however they fail to tell you that your will take six days to arrive. I thought expedite meant fast, quickly, rush and so on, maybe it is a language thing. The money they are saving by outsourcing will make up for the switch everyone seems to be making to other venues. The majority of the complaints seem to have a similar theme and yet the corporation appears to not care what we think or want.

    Customer ServicePricePunctuality & Speed

    Reviewed Aug. 7, 2019

    I ordered a used paperback for $1.99 with $4.99 shipping. Not a big deal, but the site said I should receive it in 3-5 days. On the third day I checked the shipping number with USPS. It has not gotten to the post office yet. I called Barnes & Noble and they said they can’t cancel my order. Basically they cannot do anything. A waste of time. They couldn't even give me the phone number of the third party they sent the order to. I looked up the third party Owlsbooks. They go under a few different names. They said they shipped it, and it will take up to three weeks to go from Utah to Colorado. I asked for the method they shipped it. The answer was USPS. They didn't ship the paperback first class.

    It was a book my daughter needed for a class. I had to order the book full price and pay expedited shipping because they can’t send a book first class. I'll go to Amazon in the future. And B&N wonders why they are constantly on the verge of bankruptcy. If they said 3 weeks when I was placing the order I would have decided than to either go somewhere else, or wait.

    Verified purchase
    Customer ServiceStaff

    Reviewed July 29, 2019

    On July 26, 2019 I purchased a book with gift cards totaling $20 and a PayPal payment of $0.08. The Barnes & Noble website lost connection before my purchase could be confirmed therefore I was not given an order number. However, my payment was accepted. Now, Barnes & Noble can't find my order. Furthermore, my gift cards have a zero balance so I cannot place a new order with them. I have spent over an hour talking with a service rep whom I could not understand, chatting online with a very nice lady who ultimately told me to text my issue, and then texting. I have offered "proof" of the transaction via my transaction details report from PayPal. Still no resolution. I have requested either fulfillment of my order or refund of the $20.08 they took in payment. We'll see.

    Reviewed July 29, 2019

    I ordered a book and shipping was $5! When I went to return the product due to some complications they made me pay shipping then too! They didn't even put shipping on the total when I preordered the book! Never ordering from them again.

    Customer Service

    Reviewed July 24, 2019

    I ordered a book online, and paid $15.43 for expedited shipping (for delivery in 1-2 days). When it didn't arrive I called customer service and was told it would be arriving in SIX days. I asked them to cancel the order because I needed the book today, I was told "we are not allowed to cancel orders". So I spent 26 minutes on a phone call, $15.43 for shipping for a late book, and will now have to spend my time and gas to return the book when it does arrive. HORRIBLE SERVICE!!!!

    Customer Service

    Reviewed July 24, 2019

    I preordered a product in Feb as a guest but my card expired before the product came out. When I was unable to update the info or cancel the order, I reasonably assumed they would simply could it themselves without sending it to me. They sent it and then started emailing me about payment. After I went through the phone tree to no avail and then their text service ignored my problem to direct me back to the phone tree and I had to specifically ask for a way to contact an actual person, I just had to pay for a product before I could return it even though by any good business practice I shouldn't have received it in the first place! I would not recommend ordering online from them ever and they will certainly never get my business again.

    Customer ServiceStaff

    Reviewed July 12, 2019

    Found a book from a third-party vendor through Barnes & Noble that I wanted to order online. Normally I visit their brick-and-mortar stores when I purchase from them. As I initiated the ordering process, a pop-up screen appeared with an advertisement for "Free Shipping" for B&N club members. I've been a paying B&N member for years; I thought I had just found another good way to benefit from that annual membership fee that I've been paying for. I didn't have my B&N number handy, so I followed the instructions on their website to call their member service center to get the number.

    Calling in was pretty easy, but I learned from the representative that I'd have to establish an online account to make the purchase; it didn't appear that there was any way to do a 'guest check-out." So, I figured a few minutes of my time would probably be worth it to save almost five bucks on shipping. Like many other so-called 'secure' sites, they ask for you to provide answers that are at least 8 characters long. Sounds good, right? But the questions are pretty lame, like parents' names. How many of you have parents whose names are not 8 whole characters long? Anybody out there with a Dad named George? That name is only 6 characters long. Any of you out there with a mother named Anne? That name is only 3 or 4 letters long depending on how you choose to spell it! So if B&N's IT department thinks they're trying to help folks by creating easy-to-answer questions, they're mistaken!

    So, for example, if your Dad's real name is Rex you'd have to lie and come up with something else to meet their standard. Lies, dear friends, are always much harder to cope with than the truth! Well, having put up with that hassle of creating the online account, I was ready to place the order. Well, surprise, surprise! There was a message on the shopping cart page that said that my order DID NOT qualify for free shipping! Now, the banner at the top of the page said "free express shipping" -- but not from third party vendors. So, on that score they're not any better than Amazon and I would say they're even worse because of the deception involved.

    Anyway, I decided that the book and shipping weren't too very expensive, so I'd complete the order anyway. I tried to enter the shipping details and the stupid system wouldn't recognize a phone number. So I contacted online chat. Their advice? Close the order and try again. Duh! That was just what I needed to read to confirm my choice not to complete the order at all. If I choose to continue to do business with B&N at all, it will still be with the brick and mortar stores.

    Verified purchase

    Reviewed July 9, 2019

    Ordered a Just the Facts study guide online, and it is useless. It only has definitions and not organized by chapter. It also took twice as long to arrive than as promised. Tried to return it to a store, per instructions, and they would not accept it. I had to pay shipping, not refunded, to send it back to them. Will buy from Amazon next time.

    Customer Service

    Reviewed July 4, 2019

    After messing up my order, which I therefore returned, I was still charged for the returned item. I was forced to challenge the charge with my credit card. That already lowered their rating for me. But the 1-star rating is because now, years later, I'm unable to purchase anything from their site. Apparently if you fight a charge, they blacklist you. I can use a alternative email and different card to get around their system -- but I'd rather just take my business elsewhere. Shame on you, B & N.

    Customer ServiceStaff

    Reviewed June 26, 2019

    My online chat note: I am a disgusted online Barnes and Noble Customer, and an adult student at University of Kentucky. Have already been on chat and phone with rep, and supervisor, and was told I would have to contact between 9 and 5 to speak with supervisory management, which I'd like to do now. Concerns order ** which was originally due June 20, was NOT updated online status to tell of delay, now has been removed from order history altogether, and supervisor could NOT tell me why or contact I/T to see what problem was, though the order apparently remains intact on your end. Can you please have manager contact me or give me direct line number? I am 30% into class and need this book. THANK YOU.

    PS.. Checked just now, and order is again showing, but with June 20 arrival date. Upon talking to Supervisory manager, she was very nice but could not give any details about why book could not be traced as to expected delivery; THEN informed that now it has been CANCELLED. All I could do was request that complaint be forwarded further to upper management. The system is BROKEN as far as I'm concerned.

    Customer ServicePunctuality & Speed

    Reviewed June 15, 2019

    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.

    Customer Service

    Reviewed June 14, 2019

    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.

    Customer Service

    Reviewed May 26, 2019

    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.

    Reviewed May 10, 2019

    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.

    Customer ServiceStaff

    Reviewed May 8, 2019

    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!

    Price

    Reviewed May 8, 2019

    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.

    Sales & Marketing

    Reviewed May 6, 2019

    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.

    Customer ServiceStaff

    Reviewed April 25, 2019

    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.

    Customer ServiceStaffReliability

    Reviewed April 1, 2019

    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.

    Customer Service

    Reviewed March 23, 2019

    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.