Barnes & Noble Reviews

I am fed up with Barnes & Noble! I have had a Nook for years and absolutely love the device itself but will no longer purchase books on it. Every time I buy a book it puts a hold (for a different amount) on my checking account. These holds are always for different amounts than the actual purchase but very close to the amount and they end up staying on hold for 10 days or more. I have called Barnes & Noble many times to find out why the multiple holds (some have been held in 4 different amounts for 1 book) occur and am told that nothing can be done. The customer service people don't seem concerned that my money is unusable for long periods of time. They repeat the same nonsense over and over and I end up hanging up out of frustration.

My wife purchased a store gift card from the Barnes & Noble in Ventura, CA as a gift. (We normally avoid this store because of the horrible customer service we have received before. And this was no different.) My wife changed her mind a day later, and decided to return the gift card. Due to previous incidents, and driving distance, my wife called ahead to the Barnes & Noble she had purchased the gift card from, and asked if she can receive a full refund. The employee told her she could. But once there, the cashier told my wife that she could not have a refund, AND when my wife inquired about the gift card balance, the cashier told her the card had been USED. I will try to update after, if possible, we try to use the gift card.

I had received a gift card from my company Christmas party and was really excited about this because up until now I have loved Barnes & Noble. I went online and purchased a book, CD, and a Norah Jones Vinyl. I made the purchases in mid-January, the CD and book were both delivered within the following week. However, there were too many complications with the Norah Jones Vinyl. When purchasing it I had chosen 1-3 business days shipping, so by this it was already late on delivery. I then received an email saying that the item was out of stock and would ship to me soon. When I placed my order it was in stock or else I wouldn't have bothered! In February, I got another email from Barnes & Noble saying I need to confirm I still wanted my purchase because it was taking so long and still hadn't shipped. I had to create an account to do this and wasn't able to confirm I still wanted the order, so I had to contact customer service to perform the action.

I rented a book from Barnes and noble. They never sent any reminders or anything about the date of the book being due, all I get is an email charging me a large amount of money to pay them when the book was only $10 to rent. I am so furious I've told all my friends to NEVER rent from them and I'll never ever do the same either or step foot in their store.

I wanted to purchase a box set from Barnes & Noble, so I checked their website assuming that their online prices were reflective of their actual price. After going there, I was horrified to find that the in-store price was a whopping $30 more. The employees acted as if this was a normal business practice. However I find it unusual for a company to have such drastic differences between their online and in-store prices. The website was not clear in stating the exclusivity of online prices. While this not illegal, it is extremely dishonest and misleading. The majority of retail chains will match their own website's price. This should not be encouraged nor accepted. I will refrain from shopping at Barnes & Noble in the future.

I rented a book from Barnes & Noble last year. Unfortunately my bag was stolen and all of my books, gone. The saved gift card I had on file, I was told by a representative, would pay my account off when the book is not returned. I never heard of anything, until today. No email, no phone call, nothing. Just a threatening email from a collection company telling me I owe money. I always pay my bills on time, and had no reason to use the card any further. The money is still on the card when I called today to find out how much was left. I do not appreciate getting notified after the fact. This is very poor customer service, and I will never purchase anything from them again, if this is the way they go about getting money.

In February of 2014 I rented a textbook from Barnes and Noble. Being the poor college kid that I was renting was the way to go. When I received the book it had no damages, and was in mint condition. After Spring semester of 2014 I returned my rented textbook on time and in pristine condition (I used it twice that whole semester). Since then I had gotten charged $135.95 for a book deemed "not usable" because of its terrible condition. I called to dispute my "damaged" textbook and had the pleasure (note the sarcasm) talking with ** , the supervisor. She was not helpful and told me to dispute it with the credit card company after I was charged. I said, "For a book I didn't even use? That is ridiculous send me the book back then since I am buying it!" She refused.

I purchased a book from them today and as soon as I hit "submit" I immediately called customer service to cancel. Customer service assured me on a recorded line, because I record all of my calls, that the order was canceled and that I would receive an email confirmation. As soon as we hung up, not even 5 mins went by, and I get a email from Barnes & Noble, saying my item was being "scheduled" to ship. I immediately called back and request a supervisor, and explained what was going on and told her that the item would be going to the wrong address. She kept insisting that she could update the address but could not cancel the order.

The power cord for our Nook Color is damaged and we can no longer charge our reader. The charging cord is Nook Specific. There are none on hand in any store, and there is not an expected date of item. When I was on a chat session requesting information, the operator without direction canceled our chat. I have over 250 books that I have read on my Nook, that I cannot read again.

I am one of those people who only want a book if it is first edition. Shane Dawson told his fans that he was writing a book, and to preorder it. On 2/10/15, I ordered it and paid for fast shipping. First offense: B&N advertised the book as releasing the day I bought it, then said it was actually being released on 3/10/15. Second offense: Today (3/11/15) I woke up to an email saying my shipment was delayed. They was no reason or apology, and they did not offer to refund my shipping (which wasn't cheap). I am leaving tomorrow on a trip and had wanted the book for the plane ride, but I suppose that will not be the case. If they reply to my CS email saying they're out of first editions, then I do not care how badly I need a book; I'd rather not have it at all than order it from B&N.

I signed for membership and specifically told the lady not to put me on auto-renewal and was told that it will ONLY be for a year. Long story short, the membership was on auto renewal. When I came back after 3 years in the country saw that I was being charged every year for the membership. Called to cancel and refund but they wouldn't refund. Even though it's my mistake for not paying close attention to my account (didn't think companies other then I signed up for auto-deduct would be taking money out), I also blame Barnes and Noble for lying to me and hiding the fact that they're putting me in auto renewal.

I'm not sure what's going on with Barnes and Noble's online purchasing system but it is a bad service and way too slow. I always get my books through Amazon, but this time I made the rookie mistake of buying from Barnes and Noble, as a book I am very interested in was slightly cheaper there. I placed my order on 2/16 and immediately got a confirmation e-mail stating this as the shipping date. However, the book was actually shipped on 9/25 and I received a USPS tracking number that does not work (it says: not available on this website, please request a confirmation receipt from your local post office). I have not received my book yet, but since they say it can take up to 14 business days, I guess I'll have to give it a little more time. Let's see if I get it before 1 month after placing my order! A letter in the 1800s would have arrived faster. Lesson: I'm not ordering from B&N again.

I ordered a few books about a month ago I needed for a few classes. They shipped the day after they supposedly arrived and attempted to deliver them, which isn't true because I was always home. Now I get a message my book was delivered but I have to contact Barnes & Nobles because I never received them. Seriously why would you change from UPS, which I've never encountered problems with, to LaserShip - losing everyone's packages. If you're going to charge 6$ for shipping, at least use trustworthy services! LaserShip has been the worst service, like common. Seriously, my package from out of the States arrived faster!

I have been reading through these reviews and it seems to me a lot of people are complaining about the same thing. The expense of the things Barnes and Noble sells. And so all I have to say is they have high quality merchandise. And if you go there frequently then the membership program is worth it. I have been a member of Barnes & Noble for two years now and have never had a problem. I have always had satisfactory service and have always saved significant amounts on my purchases. Therefore, if you’re going in to buy two things, and you rarely buy from there in the first place, then why do you care if what you’re getting is high quality. Half of their stuff isn't even that expensive. You guys just all want something to complain about. That or you need to change whatever BN your going to because mine has always been reasonable, and fairly inexpensive, due to my membership and the frequency of my visits.

I ordered the Exploraciones Spanish textbook with the Ilrn access card specifically, paid extra for shipping so I won't be behind in class, etc. I receive my book without the access card and then call to find out why and I was informed that in the fine print access cards and accessories may not be delivered EVEN THOUGH I SPECIFICALLY CHOSE THE BOOK WITH THE CODE!!! Now I have missed online assignments and my gap is taking the hit.

Every time I went to store, I was pressured to buy a membership, so I finally did. Never used it again after the first time because Barnes & Noble is nowhere near me. Then last week, I received a bill from my American Express which had had the number changed last fall, with a purchase from Barnes & Noble. Apparently you get auto-renewed whether you want it or not.

I ordered an audio book through Barnes and Nobles Marketplace and did not realize that Marketplace shippers are not required (by B&N) to track items -- I was told by a B&N rep, "they can't force them" -- I was told by B&N to contact the seller directly because they could not help. So I did, and the seller told me by email that they did not track their items. So now I am stuck... waiting for a package which is not tracked and may or may not arrive. And since it was shipped the seller took the money already. B&N customer service used to be good a long long time ago... but I won't be buying from them again.

B&N falsely advertised a book I rented comes with a New lab access card. I went ahead and rented the book and expected the lab code to come with except it didn't. When I called CS I was told I don't get the lab code even though the Website advertised you do. I spoke to the cs and their manager with the same I don't care attitude. I advised the manager to look up my receipt where it said I paid for a rental book plus a New lab card code, her reply was the same - I don't get a lab code and if I don't like it to send the book back.

My daughter ordered a book on 2/2/15. Used expedited shipping and it’s 10 days later (or 8 business days) the book is still not here. I posted this to their Facebook page only to have them ask me to private message them and they would look into it. All they did was tell me it would be delivered on 2/10/15. It is now the end of the day, mail already ran, on 2/12/15 and still no delivery. I will only buy books from Amazon from now on. Not Barnes and Noble. From Amazon, only a different company altogether. They refuse to answer me now and my daughter is still waiting for the book that’s been sitting 30 miles away for over 2 days. No one is willing to do anything and we have spent hundreds if not thousands of dollars on books through them. WILL NEVER ORDER FROM THEM EVER AGAIN.

I ordered a book from Barnes & Noble through one of their "Marketplace sellers". The book was never sent, as (apparently) the seller had been out of business for some time. I attempted to contact the seller multiple times. There was either no response, or the email was returned as "undeliverable". I then contacted Barnes & Noble "customer service" a total of 8 times, over a few weeks. I tried by phone, by chat, and by email. I always got the same utterly meaningless runaround, often in the exact same words.

I ordered a textbook for my daughter and when it arrived, she wasn't pleased with it and contacted BN right away. She was told she could return it for a refund. She sent it back the next day. It is now 2 1/2 weeks later and there is still no credit to my credit card. I called customer service today and was told it got to the warehouse...so why didn't they credit me by now? He said he will put in refund request today. When I asked for proof of this, such as an email confirming our conversation and credit processing, he wouldn't provide it! NEVER AGAIN! I'm done with BN!

I visited B&N today with my 3 year old grandson - as I had numerous gift cards that I wanted to use to purchase books for him. If the small sampling of toys in the children's department wasn't enough - now they've added an entire toy department! Are you a book store or a toy store?! The distraction of toys made our visit and the visit of two other customers (that had small children) completely miserable! I won't be coming back B&N - you've lost a customer...

The price on in the store is charged at MSRP but online bn.com (not market place) itself is lower price. Store have no desire to unify the price nor honor solution. Staffs trained to use all kind of store policy to zero out customer desire to purchase at lower price. Worse than Target or Walmart. 100% no desire to create customer friendly experience on pricing. If BN think that they can ripoff customer by using 2 pricing system, then stop using the name bn.com and BN because for me BN and bn.com is under the same roof that you charge me state tax by law even I order online or in person. It force me to use customer service to order items, so call online and wait for the item arrival then return the item that I purchase in store even that is the same item (not text book). Now what I am hoping is that item will arrival within 14 days.

After years of being told about the Barnes and Noble membership every time I check out, I finally got it one night on a whim. I won't get it again because it's truly not worth the money. The only reason I started using it was because I got an email saying it was going to expire within a month, which isn't Barnes and Noble's fault, that's my own. I wasn't told that the only discounts you actually get are in the store. The store closest to me closed so I have to go out of my way to get to the next closest store now therefore most of my shopping is done online.

Do not order any vinyls from them! I placed an order on Jan 8th for 8 vinyls. I had an email that said the shipping date was going to be Jan 28. However, Jan 29 rolled around and my order was still not shipped. When I called B&N, they said that 3 vinyls were not available till Feb 16. I asked them if they can ship the order that was available and they said only with additional shipping charges. I think it's pretty ridiculous to wait over a month for an order and they never updated my order status. Just stick to Amazon.

I am so ** pissed off with Barnes and Nobles. I ordered a book I needed for class and they shipped it with a company called "Laser-ship". Laser-ship has lost my first package and the second one (suppose to be delivered today) is missing. They keep saying it was attempted but I WAS HOME ALLLLLLLLLL DAY. I am super disappointed with B&N. You have definitely lost a loyal customer.

On November 28, 2014 (black Friday) I purchased the Jimmy Page by Jimmy Page book. I forget the exact deal they had going on however the store wide discount was applied to my order as well as a member discount I had. Upon completion of my online order, an order confirmation was sent to me confirming what I had ordered, the total price of my order, as well as the ship date which was scheduled for December 18, 2014. On December 20th, I received an email that my order has been delayed another 1-5 days, okay no problem, I understand, its the holidays. On December 24th, I was informed that my order was further delayed and was asked if I still wanted the order which I did so my order was extended.

I ordered a book on December 1st (Cyber Monday) as an xmas gift for my bf. The book said "In stock" on the site. I ordered it. It said it'd be shipped out by December 19th. I thought that was that. Well, that wasn't that. It turns out the book was never "in stock". Xmas came and went. Still no book and huge disappointment, as thing was a gift my bf really wanted. The new year came and went. No book. Here it is January 27th. STILL NO BOOK! I have tried numerous times to find out what the deal is with this book to no avail. It was a very popular book with millions printed. All I get from customer service is the runaround or some stock answer about how they are doing their best to fill the order. Really? Because I'd say you did the exact opposite of that. All I know is, B&N are a huge company, with very low standards and zero customer service. I will NEVER put my xmas in their hands again. In fact, I will never give them another thin dime EVER AGAIN. I couldn't be more disappointed if I tried.

I kept a textbook as we needed it for second quarter. Asked if they can do a re-rental as it was cheaper than extension, they said I had to send the book back first. I informed them I would send the book back as the extension was double the cost of a new rental. I asked that my account be noted that I would send the book back, was told it would be. Later that day I see a charge for the book purchase to my checking account. If I knew they were charging me either way, I would have gone ahead with the extension. Also on my account was showing a book that is said to be late wanting me to do a extension on it as well that was returned well over a year ago. They had a person verify that the book was returned and it is still trying to get me to do a renewal.

I rented a Spanish for Spanish speakers textbook from Barnes and Noble in August 2014. The book was said to be in good condition but it arrived in poor condition. It was torn all around the edges and about 50% of the book was filled in with the answers, many of which were incorrect - a huge distraction and detrimental when you're trying to figure out the right answers.

This last semester was my first time renting books from Barnes and Noble and it will certainly be my last! I'm a graduate student so I'm not new to the process of renting textbooks. Other companies that I've dealt with in the past are much better with customer service and reminders for when books are due. After the semester was over I logged into my account to find out when the books were due but the site was so difficult to navigate. I could only find my order with dates of when they were shipped to me. Then a week before they were due I finally got an email letting me know but I was already home for the holidays.

I don't use make a complaint online but this business is so terrible that I have to do. I paid $53 to rent an Accounting book for the previous semester. I received an used book in poor condition. The cover was damaged before I got it. However, the worst is yet to come. After returning that book, I was charged $91 which is the buyout price of that book. They sent me an email to say that I was being charged because the book was damaged. They did not even send the book back to me after charging me almost $100 for an understandable reason. I would never ever use this business again. This is the worst business I have ever used in my life.

I ordered a book through Barnes and Noble Marketplace Sellers. Since it was Barnes and Noble, the sellers had to be legit, right? I discovered that this book company "Books Revisited" out of New Jersey had taken on the name of a bookstore in MN. As a result, the bookstore in MN was being bombarded with phone calls about not receiving their books. The MN bookstore said that there was no company, but maybe a guy working out of his basement, hunting these books down and then mailing them to the customer -- that is, if the books ever arrived.

Had a NOOK reader. Dropped it about 1-2 feet and the charger stopped working. The NOOK didn't even hit the floor - it landed on my foot! Customer service said that I needed a new charger but I couldn't buy a new charger for it online (it was 2 years old) and they could not help me. Had to drive hours round-trip because the B&N in my city closed. Bought a new charger and adapter. It did not work. Called customer service, got the runaround again from department to department, dropped calls, can't understand some of the people because of their accent, and they speak too fast but will not speak slower for you. Finally, I gave up and made the awful mistake of purchasing a new NOOK the next month when I was 4 hours south on vacation. The new NOOK comes with a charger cable but NO AC ADAPTER.

Received an email that I had a credit for Nook e-books, But when I tried to use it, encountered nothing but problems. No surprise there. I had actually stopped using my nook years ago after download issues and switched to Kindle (which is awesome by the way). When I called to find out why I couldn't use this credit, which, not surprisingly was Issued as a result of a class action lawsuit, I was told I owed money for downloaded books from 3 years ago. These downloads are on my Nook. Since when does B&N let you download books without payment? I no longer have the card or account that I used for these books so I have no way to verify payment. But I do know that if you don't have a valid card, you CANNOT DOWNLOAD BOOKS! If they're on my Nook, they are paid for! Their system is messed up, their customer service is inadequate and I will never use the app or step into the store again.

What an awful experience renting from this place. When Amazon was out of the books I needed, I turned to Barnes and Noble. My order was $93 which came out of my account twice. When I called, I was told the first charge would disappear in 3-5 days because it was to make sure my account had the money in it. Simply, I was informed I would be charged double my amount and have to wait to receive money back that I never spent in the first place. I will be taking my business back to Amazon from now on.

I ordered a text book and paid for Express Shipping 1-3 business days. I am receiving my book in 5 Business days, 7 days total. Customer service first said, "well we didn't ship it for 24 hours so that doesn't count. Oh, there is also a holiday in there (MLK Day) so that doesn't count." This is not stated in their shipping policy. They are making up rules as they go along. I requested refund for shipping, was transferred 3 times then left on hold. WILL NEVER ORDER FROM THEM AGAIN. They also outsource their customer service to somewhere in the middle east, agent refused to give me exactly what county. Sent email with problem. No response. Stay away from Barnes & Noble.

Last week I contacted Barnes and noble by phone. I told them that my book was returned a month ago and I had proof of delivery!!! They told me that they would refund me but it was all talk. Later I get an email saying my book extension is almost over and I will be charged for the book price or something. I contacted Barnes and noble representatives today by live chat since it's quicker but they just said they will "note" what I said and the information I have provided. What in the world...I can't have them swindling my money!! I am a poor college student. They have horrible communication and customer service. I will never ever rent here again. Buyer beware!!!!!

Ordered $110 worth of DVDs for my son for Christmas on Dec 15th, and was told they would arrive by Dec 23rd, in time for Christmas. Today is Jan 13th and they just arrived today! My wife and I had to go out shopping on Christmas Eve to several stores to try and locate all of them. Horrible! No sorry, explanations or any contact was received by them at all. Never again will I order anything from b&n. I cannot wait to return these items at the retail store nearest to us tomorrow! Have never experienced such horrible online service ever.

I ordered Stephen King's "The Last Stand: Complete and Uncut" from Barnes and Noble. The order was supposedly filled and the book sent December 18, 2014. No book has arrived. It turns out that the order was not filled by Barnes and Noble directly but by a company called Simona Books. During a chat line with B and N, the rep could not answer questions about why it is taking so long for the book to arrive and suggested that I contact them directly. I sent an email to them toward the end of December, two which they never replied. I sent them another email to them today, but I don't expect an answer. B and N said that the book would be sent by them from Tampa, Florida. They could have strapped the book to the back of a turtle and it would already be here. I feel ripped off.

I bought two gift cards in their website for Christmas but I got only one gift card. The strange thing is they didn't give me any information for tracking my order. Usually they gave me the tracking information but this time was different. Although I was wait during almost twenty days, but their delivery was failed for another one. In fact, I could not believe they sent two gift cards because I did not receive any evidence that they sent two cards from them or their website. Anyway, I could not give the present to one of my friend and I claimed the refund ($10) be email first and then called as their email response. But they asked me the gift card number! Do you think it's reasonable? I do not think any buyers/donors record the gift card number because it's a gift! Totally, it's nonsense. If any other customers have same experience, it means their web-based gift card order system including customer service has many problems.

The first time I had a Barnes and Nobles gift card, the pin didnt scratch correctly. Now the second time trying to use it online (the day after I got it), it refuses my pin number no matter how many times I retype and check it for mistakes. Every time I get one of these giftcards, they don't work. Waste of money.

I purchased a book online only to have the order canceled 3 days later. No effort was made to fill the order and the website still has never been changed to show the book is unavailable. I was using a gift card that of course I threw away after I placed the order. I called customer service and they said they would replace the card. It took two weeks to get the new card with less money than should have been on it. Now I sit on hold with a 45 minute wait time to have them fix this second screw up. I would strongly recommend not doing business with Barnes and Noble. you can find everything they have at Amazon any way.

In ordering from their website on 12-31-14, my order totaled $40.33. My first book arrived within 3 days. I had ordered two books. Supposedly I ordered from a "merchant seller" that Barnes & Noble promotes on their website. Never received the second book at $25.46. Called them on several occasions asking to track the order or something. Told me they were unable to. Tried to reach the supposed VENDOR thru the barnes & Noble website and kept receiving an error message. Received the same book, the book I had been sent on 01-03 over again on 01-09. Finally called my credit card and stopped payment for $25.46 since I never received the second book.

I have been a Barnes and Noble member for 4 years now. The big sell on getting wasn't the 10% off, it was the free 2-3 shipping for members. I can tell you I've ordered no less than 8 times a year for 4 years and in that time I have gotten exactly 0 packages in the 2-3 day time frame. The quickest any of my packages came was 5 business days. One of the most aggravating things about it is that all of them easily could have made it to me in that time frame except they always transfer from ups to the post office which usually takes another 2 business days. Apparently it is far more convenient for me to have the ups truck to drive right past my house (it has to, it's the only way in town to get to the post office) to the post office than to just drop it off with me. When I asked customer service about this they had no answer for me, and by no answer I mean ignoring the fact that I had even asked a question. Also every package that came was in a box far too large for the contents with all the books at the bottom and the air bags placed nearly on top, a perfect way to ensure every single item order is bent on the corners every time they're delivered.

Horrible experience & customer service! I ordered 115 copies online of a book for our company to give to employees as part of a Christmas gift. B&N sent confirmation of my order, shipped 7 books, and I heard nothing after that. A week before Christmas, I logged into my account and my order status showed "cancelled". I called B&N for information, as I did not cancel the order. They stated they had emailed me that they were not able to fulfill the order so it was cancelled and they sent an email stating so. I have every email from B&N and not one informed me of this. They told me there was nothing they could do to alleviate the trouble, time, and effort I now had to exert to scramble at the last minute for 115 books in one week. I asked to speak with a supervisor, who could only offer a $10.00 gift card for B&N... hardly adequate, especially given that I do not care to shop there again!

I've been renting textbooks from Barnes and Noble for a while now. I signed up for the membership because it said free shipping on all items, well that didn't include textbooks. I cancelled it and was still charged, so it took 3 phone calls to sort that out. Then I asked for gift cards for Christmas to Barnes and Noble but you CAN'T use them on textbooks! Gail in customer service was extremely rude to me and told me that I should have taken the time to read. The gift card clearly said any product and did not list exclusions. They were unwilling to help me at all. Found out Neebo offers the same rentals cheaper, free shipping, and much better customer service. If looking to rent textbooks I would suggest checking out Neebo.

I had a horrible experience trying to return an item. I thought that was bad until I called to find out where my refund was. I had customer service agents telling me it was my fault, that I had not written the return authorization on the package (I did write it and largely). They talked over me. They said they had not received the product (They did). They said they refunded my money on 12/13. (They did not and it is still not returned.) I talked to 6 people none of whom were willing to offer customer service. They transferred me to one of their affiliates who are completely unconnected with this transaction. I repeated my order number, address, Return Authorization, name, etc., again and again. They finally said they would do nothing and would not let me talk to anyone up the chain. My resolution was to refuse the charge on my credit card and spread the word to avoid this business at all cost. Hate to see Amazon win this one, but at least they have great customer service. Customer service can help turn a business around. I do not think that this company cares to stay alive.

I rented a textbook, which was due back on 1/3/15. The book was returned in perfect condition with the unused access key and I received an email on 12/31 saying the book was received and charged $159.00 the same day. I called and was told the book was in bad condition, I disputed that and "Lou" put me on hold then told me the book was tagged wrong in the warehouse and it had been fixed and I would be refunded. She could not explain how the book had been mistakenly tagged or give me a full name, email, or reference number of the refund agreement. I had to then email the service dept. that kept referring to the refund I "want" instead of the refund I was owed due to their tagging mistake.

After receiving shipping confirmation stating express 1-3 business day delivery, I did a UPS track and delivery was to be 6 business days rather than the 3. I did an online chat with the representative and got answers from "we can send you an email in 1-4 days letting you know when we can ship a new one" to "we can refund your money." I realized that I was getting no where with a person who refused to understand the problem. I went back to the UPS site and discovered that the Nook was shipped "Sure Post" rather than express delivery. Sure Post is by no stretch of the imagination an expedited method.

I bought several books for my grandson at the end of October for Christmas. He ended getting duplicates. I could not locate my receipt. Contacted Barnes and Noble.com who assured me I could take the books into a store and get credit for them. I went to the store I usually do business and they could not help me, that if I did not have a receipt that I was out of luck. All I wanted was to find a book for the same price and exchange it. They were sorry but they could not accommodate me. Also it was past the 14 days of return. I said it was a Christmas present and they could have cared less. I did not want my money back, I just wanted to replace them with different ones.

I ordered a book in November to get it before December and use as a Christmas gift. I always go with Amazon but Barnes & Noble had a better price so I thought I would take a chance. Big mistake! I soon got an email that the book would not arrive until December 17 but I figured that would still give me time to have it wrapped. In the craziness of the following weeks I totally forgot about it. I did not get an email until December 28 saying they were not able to fulfill the order and that it was canceled! Huge letdown and why did they wait until after the holidays to let me know? I will not be ordering anything from Barnes and Noble again.

I rented an expensive engineering textbook from them for a semester. It arrived in fair condition and I used the book and promptly returned it at the end of the semester. After about a week, I received an email saying that I would be charged $230 dollars for the damage done to the textbook! It was absolutely absurd. I had barely touched the thing. Anyways, I called customer service and asked what their policy was, they responded by saying there was "nothing they could do". I asked if they could return the book to me because I had essentially paid for a brand new textbook and some. Once again they said there was "nothing they could do". What a scam. I will never rent with this company again, and I hope they go out of business!

This was the second consecutive year that I got burned on Christmas presents through Barnes and Noble. Placed the order early in December, and had all assurances that the large order would arrive with a week to spare. Week goes by, no word from B&N. Check my order status, indicates the order won't ship until January 6th. Apparently, one book went out of stock, so they delayed the entire order as a result. Spoke with customer service, line level and supervisory people, was assured that they would cancel the out-of-stock item, and ship my order same day. One hour later, got an email confirming the cancellation of the one book, and informing me that my order would ship promptly on the 6th of January. Called again, new person told me it was too late to cancel my order, and my only option would be to mail it back, at my expense, when it arrives in the middle of January. Does anyone really need to wonder why this company is in Chapter 11??? Worst bunch of buffoons ever, while purchasing over the internet, and that is really saying something. Craigslist people are better at follow through than B&N. Will never buy from them again, although soon, no one else will either.

B&N are offering an online promotion today ($10 Off Purchase of $75+ Code: BNDEC17). Although I planned to order over $100 in merchandise, B&N refused to honor its promotion. Here's why:

On 12/1/14 -- Cyber Monday -- I placed an order, in part because the site offered 25% off the highest priced item. After the order was shipped, however, B&N ran the credit card on 12/3 and the discount was not applied (it was only valid for 24 hrs. -- get it?). B&N charged full price for each and every item. On the order listed online it appeared as if they had deducted the amount of the discount for the sale while, in fact, they hadn't done so.

I didn't realize the book rental was a 60 day rental. I thought it was for the semester. I went past the return date and was charged over $100 for the book, in addition to the $35 rental charge. I contacted customer service and asked for credit of the $100 charge and if they could charge me another $35 rental. I was told there was nothing they could do. That's their policy. The book was now mine and I could resell it if I wanted too. They also pointed out that I had also been charged a $15 extension fee. Customer Service is horrible, as was the Manager's comments.

I placed the order online and paid using 3 gift cards. Even though I placed the order it never got added to their system. I lost $30 in the gift card balance which I threw away after placing the order. When I called back the customer service center they said I can’t the money back. There was no order on my name.

I placed an order for a Nookbook. Due to B&N technical difficulties it wasn't delivered to my account. They told me it would take approximately 4-5 days to resolve. I buy e-books because I want immediate access. My account showed the book was in my library when in fact it wasn't. I asked for a refund. I found the book cheaper for Kindle and had no technical difficulties getting it. B&N says they processed my refund in the original form of payment - gift card. I went to buy a Nookbook (less than the amount of the gift card refund) and my credit card was charged. This was after my inquiry about confirming the refund was processed. I've requested a refund again. These last purchases since mid November have been the first bad experiences I've ever had with B&N and I wouldn't normally complain but these issues are not complicated to fix yet they seem to be complicated.

I am an international customer BN several years ago. However, on my last purchase, I received only one of the five films that I bought online. I've sent several emails and have not given me any satisfactory answer. They have my money for months and only one of the five films that I bought. Anybody can help me reclaim my money or my merchandise?

I ordered a signed copy of a book. When I received it there was a bargain book in the package. Told no more of the other book was available. Said maybe when ordered they were out of stock. Wondering why they would have sent a bargain book in its place. If no longer available they would have sent a notice. Cannot figure out how they could not trace order of the book they sent me and contacted them. Very dissatisfied with B and N. Please deal with other bookstores like Powells or Brookline. Never have problems with them.

For the better part of the past year, I have gotten NO credit for any kids' club-eligible purchases, whether purchased in-store or online. This past month alone I've purchased $60 worth of kids' books and toys online - not to mention countless in-store purchases over the months. Not a single dollar applied towards my reward certificate! Needless to say, emails to resolve the issue go unanswered. Get it together, B&N!

I placed an order of books for a gift. Immediately I wanted to make a change, so I canceled the 1st order and placed a 2nd order. Minutes later I got an email stating "too late to cancel, the books already shipped." It had only been a couple minutes. I called customer service - they were no help. Asked for management. She was no help. They even refused to change the shipping address so I could receive the 2nd order instead of my gift recipient. They had no interest in helping me. Now my gift recipient who lives in another state has received 2 orders with repeat books. Are they that hard up for business?! What a lousy way to treat paying customers!

I bought a nook and it's charger went faulty very soon after. For months after checking retail stores, online, buying 2 refurbished chargers that didn't work, and 5 calls to B&N customer service (2 of which promised the chargers were sent) I was told by management to "Keeping calling back to see if they are in stock" "If they get enough calls about them they will have to restock them." Now I am at the end of my warranty, have no charger, and a nook that has been dead for months. Very disappointed and they have lost my business.

I'll try and make this short. A year ago, October 2013, I rented a textbook from Barnes and Noble. Well I was late in returning it, my fault but they charged me over $200 for the purchase of the book. So I called, got the extension, returned the book and got my money back. Today I was checking my bank account and once again I was charged over $200 for a book I returned over a year ago. I called customer service, talked to them, got transferred to a manager then to the sales audit department and then to a supervisor. Every single person I talked to said there wasn't any record of the book being returned and that the only way I could help myself out was to give them the tracking number of a book I sent out over a dang year ago and to top it off, on my online Barnes and Noble account it said I already purchased it back in February.

I ordered a movie on Blu-ray that released on the 11th. On the 12th I receive an email saying it's been delayed. On the 19th I received a package of a completely different item (some show I've never heard of on DVD). I contacted B&N and they said I had to return the item and that they would send the correct one. So I drove to the UPS Store to drop it off (since they only do UPS - with Amazon you can drop it off in any USPS blue mailbox and when they do UPS you have the option of having a driver pick it up from you). I use my own envelope because they ship them in cardboard that isn't easily reused.

I ordered book from the Barnes and Noble website, literally called and canceled within minutes. They shipped it anyways and want to charge me to ship it back. The first woman I spoke to said it wasn't even going to be shipped, now I'm being told that it was through a 3rd party and making me jump through hoops to return it.

I ordered two books online. One of the books was in a series and I quickly realized, I ordered the wrong book. I called customer service immediately to try to switch the book and Barnes and Noble said they could not do that. Something that was so simple - they had to make so difficult and I could barely understand the man on the line. He said he would cancel the order. I never received a cancellation email and the order status does not show it was cancelled. I tried multiple times online to cancel - and this was right after I ordered it and spoke to the man on the phone. I have yet to receive a cancellation confirmation and my gift card has not been credited. I just want it cancelled and my gift card credited so I can resubmit a correct order. Terrible customer service, very awkward website to use. It's no wonder that they are struggling and will probably go out of business soon.

Nook hd+ failed to operate properly. Company replaced 3 times with used products as it was still under warranty. All of this in period of 10 months, very dissatisfied with Nook response to this issue.

DO NOT RENT COLLEGE TEXTBOOKS FROM BARNES AND NOBLE. With 3 in college, we do a lot of searching for textbook rentals. While they may have a large selection, they are a rip-off. Anytime we have had problems or mistakes made with Chegg, College Book Rentals, Amazon, Half.com, etc., we have called customer service and the problems have been resolved - NOT SO with Barnes and Noble.

For some reason this company never seems to send all the items in an order together. Anyway, when I paid for my order the total was one amount and because they were unable to fulfill the order on one run when they split the order I ended up paying a few cents more. I know it's a few cents only but if they do this with every order they receive, they are definitely stealing money for the consumers with nobody fighting for us. They should be sued! Why should I pay more for an order just because they are unable to fulfill at once?

My son received a contigo cup from Barnes & Noble as a gift. It had a fox w/ flowers on it!!!! Too girly so I took the brand new stickered-from-their-store tagged cup etc back to the store to just swap out patterns on the cup. Needless to say, the employees or customer service were of any help finding the cups, or exchanging the cup. You cannot exchange things there w/ no receipt I found out 20 min later. It was a gift. I wasn't asking anything crazy out of them, just let me get a different pic on the exact same cup!!! It wasn't like it was a book and I read it and wanted a different one, geez I left boiling mad and they could care less when I told them I'd let everyone know!!! I've contacted customer service and haven't received any word back. I will never shop there again and told a lot of people how bad their customer service was all because of a cup!!! Get some compassion Barnes & Noble.

I bought a book through the school bookstore which is B&N for a class, but had to drop it shortly after. I returned the book, but am yet to receive my refund. After calling the store and receiving no info I called the corporate number and was told they couldn't do anything because I bought it through my school. It's basically me sitting on hold for hours and getting nowhere doing it.

I am a regular customer at B&N online, interested in a wide variety of non-fiction books. I love to read African American history, and for the most part it appeared that B&N supported these studies; so imagined how shocked I was to go into two of the actual stores and see that there was only one small section that contained 4 shelves that supported these studies. As I looked closer I realized that only 2 of the shelves were actually occupied by African American books, all of which were the same books that I repeatedly have seen in the last few site visits over the course of a year. The other 2 shelves, having nothing to do with African American studies, "Native Americans" and "Gay and Lesbian" surrounding the 2 shelves that did have the African American Studies. Not only was I confused, but I was offended.

3 years ago I purchased a Nook HD Tablet. I was told at the Barnes and Noble store that I could change the battery if it went bad. A Kindle is about a $100 to change the battery and the person at Barnes and Noble made a big deal about the battery changing prices for a Nook. He told me it would be about $15. Now I have a problem and I want to change the battery. When I called they would not give me a part number for the battery. I was told they no longer service this Nook! Several of my friends purchased a Nook on my recommendation, what a big mistake that was. I tried the online chat to get an email address for the corp office, it just times out. You can not speak to anyone. I will never buy any books from them again or recommend Barnes and Noble! They just plain lied to get me to buy a Nook.

I was in the Barnes and Noble Bookseller in Lubbock, Texas looking for style references when I happened across a place holder box that had the Gregg reference Manual on the spine. This is the bible for a technical writer. I removed the box from the shelf and found a message stating that I would have to go to a particular register to purchase the item and a price tag that stated the price for the item would be $76.00. When I went to the register to purchase the item, the cashier took the item from a bookshelf behind her and scanned it. She said the price would be $106.00 dollars. I told her that the little box on the shelf had a price tag of $76.00.

I normally order from Amazon. In 8 years of ordering stuff from Amazon, I had one issue which they resolved immediately. I decided to order a book from B&N. What a nightmare. It took B&N 10 days to even ship the book. B&N chose to ship UPS. They also ship with signature required (really makes it hard for folks who work M-F full time). UPS (in this area) only delivers during the day. They will deliver in the evening for a fee. I work M-F during the day. I submitted a complaint via B&N due to UPS left a slip indicating they would try next day, etc etc. I had to sign the slip indicating they could leave at my door and UPS would be absolved of any liability. Received the package the next day. (Now this is 15 days after placing order) Wrong freaking order. It was addressed to me, but the book and invoice slip was for someone in another state.

To those thinking about ordering anything from Barnes & Noble, don't. They single-handedly messed up my order for one TEXT book rental that isn't scheduled to come out until tomorrow. I called twice trying to get them just to simply fix the order shipment address and no - they can't do that. I ask them to cancel it and no - they can't do that. Essentially, they've taken my money, and won't be sending my book to my address and said there's nothing they can do until it's returned from the wrong address. So I'm out of a Russian text book and my money until something is fixed.

My son is a college student struggling to afford books. He had been given a gift card from Barnes and Noble. I went to rent several of his books and was going to use the gift cards to help pay for the rentals but there was no place where I could enter the gift card information. I went to pay by phone and called it in only to be told that gift cards could not be used to pay for rentals. On the web site, there is a gift card FAQ. The FAQ states that you can buy anything on the Barnes and Noble website, except for esubscriptions. NOWHERE DOES IT SAY that you cannot use gift cards to pay for rentals.

I bought a book online and started waiting for its delivery. After three weeks I Checked with them on the delivery and they said it was on the way. They gave me a tracking number. It never arrived. I have a locked mailbox so, if it was delivered, I would get it. I got a hold of customer service and they told me too bad.

I am upset because. Books are food for the brain. For My Special Girl Following God And Influencing The World By Kevin L. Timmons. You were not honest. I was told the publisher want the book print on demand. They said you won't even stock the book. He asked several of times. Until I see the book on the shelf, I will come in everyday, I will complain Every day. I need the book in All Ohio stores Especially Columbus, Ohio. Thank you.

I went to the B&N at the Lehigh Valley Mall, Allentown, PA on August 9, 2014 and was browsing in the music section looking for a meditation CD. I found something I could use and I had my 3 girls with me. I went to pay and my 3 girls were still looking to see if there was anything they might have wanted. I was in line, with a few people in front of me and your clerk, Katherine ** called for help. I thought it might be because she needed help checking people out as there was many people in line however, when the person got to the counter he asked if she wanted him to walk around. My girls were the ONLY other people in the music section at the time NOT in line.

I have been having some problems with my nook hd lately so I decided to contact them through chat support online. While trying to connect to them which took almost forever, I finally did. So while speaking to an employee, I told her the problem and half way through the chat she disconnected! So I decided to try again. This time I finally got connected but after a few mins, the employee told me that I need to disconnect because there are others waiting for help. So she literally disconnected in the middle of the damn chat! I got so mad. So I just called them, so guess what? I couldn't hear a word the person was talking! So in the end I just gave up. But I have to say barnes and nobles has the worst customer service in history. Beware!

I ordered a textbook on Friday, August 1, from Barnesandnoble.com express delivery 1-3 business days. My class starts on Saturday, August 9, enough time to deliver the book, right? Wrong! I checked on the tracking number on Tuesday, August 5, that the book which was shipped UPS is now with my county's local USPS - no other update. So I thought the book should be delivered by end of business day, Wednesday, August 6, and it wasn't. I called Barnes and Noble customer service Thursday morning and the customer service rep said that the book was scheduled to deliver Saturday, August 9. I asked her why is that the case if this is express delivery 1-3 business days and I need the book before Saturday because I have class starting Saturday morning. She stated for some reason my local post office has the book and "maybe" it will be delivered by end of business day Friday, August 8. That it's out of their hands because it's with the post office now. I asked her what am I supposed to do if the book doesn't arrive in time for my class?!

Bought book with VISA, returned in 10 days with receipt, bag and VISA. Barnes and Noble's policy is to charge debit whenever possible. Store Manager was also cashier and she handed me back my return receipt marked "unopened". I almost threw out receipt assuming it was a credit. It was a store credit meaning they collected my cash and then kept it. Their policy gave me a receipt I can easily lose and never see my reimbursement. This is costing consumers millions of dollars annually and we should avoid Barnes and Noble at all costs. It is bad enough they have a 14-day return and IF you lose your receipt, you are beached. Even though their customer service can track down receipts and transactions. Just a Jerk Company.

Placed a book on reserve so I could pick it up at the store after work. After the reservation went through I see something on the site that indicates the book is $8 cheaper if I buy online, and I can get 2 months free membership to the BN club and free shipping. So I call the store to cancel the reservation and buy the book online. The store calls me back 15 minutes later to confirm I am trying to cancel my online order. I explain again I am only releasing the hold on the book at the store since I bought it online. They apologize and cancel the reservation. The day the book should arrive, it's not at my house after work. I login online and see a message saying the vendor switched me from UPS (who is always in my neighborhood) to USPS and they could not leave my book so they took it back with them and left delivery instructions at the door. There is no note on the door or in my mailbox. I call UPS, they tell me to call the vendor.

I rented a textbook from Barnes and Noble rental service. When I returned it, they charged me not only the $51 for the rental but also an additional $286 saying that I damaged the book. When I received it, there were lots of markings in the book and the spine was also broken. I did not think much about this because obviously it was a used book and I figured they have been documenting the condition for wear and tear over the life of the book. Apparently this is not the case. I returned the book in the same exact condition I received it in. I never marked in it once and took extra care because it was in a fragile condition. It never left my desk since I was enrolled in an online class.

The Barnes & Noble website stated that a book I wanted to buy was in stock and I could pick it up the next day. That would have saved 5-10 business days in shipping. No cost difference for the shipping because I am a BN member. However, the cost differential was 36% higher if I picked up the book in the store! ($109.06 vs $200.00) That is absurd. The likelihood that a friend and I would have purchased at least two additional items if we picked up the book in the store is about 95%. Does BN really think that pricing books in this manner is the way to stay in business????? I miss Borders Books so much.

My Nook completely stopped working after 14 months (just outside of warranty). This was after meticulous care and only occasional use. Customer Service were extremely unhelpful. Their tech support consisted of asking me to charge the product and turn it on and off (they could not give me Any other advice). Then what they offered me - a refurbished product for $20 less than a new one. Seemed laughable. They didn't want to discuss any other options. I would avoid them and their e-books if possible.

I am sick to death of struggling with their website. They said I entered the wrong password, which I don't think I did. So then I tried repeatedly to change my password so I could BUY something from them. It is supposed to send you an email with a link to change your password but it never came. So I called customer support, they are no support, the answering machine is insane, but they did manage to send me an email. I changed my password and tried to log on so I could BUY something but it said I had the wrong password. This is like two seconds since I changed it. I have tried to talk to anyone in management and they are unavailable. By this and the other reviews I have read above it quickly becomes obvious that this company has no interest in serving their customers. I am buying a Kindle.

I ordered a packaged set of three books (Published by Microsoft) from Barnes & Noble. Only one book of three arrived - after 28 days. Nothing was back ordered. My credit card was overcharged. B&N "Customer Service" is not interested in solving the problem, intervening, or issuing a credit within a reasonable time. No further response from B&N or the reseller after multiple emails and phone calls. I have reported the charge to VISA as fraudulent. Stay away from B&N. In my opinion they are a rip-off.

Online chat was very slow. I was told that the matter would have to be investigated and he would get back to me after I said that the DVD was defective and I wanted to return it even though the shrink wrap was removed. I ended the chat and called customer service. I could not hear "Nick" and after calling back, he could not hear me and told me I would have to call back because the system was down. Bottom line: Disc 1 of The Enchanted Island DVD from Virgin Classics is defective and cannot be started. Same problem with the opera we ordered months ago from Amazon. Evidently Virgin Classics no longer even offers the DVD!!! Also, B&B site says the source is Erato; however, the source was Virgin.

I ordered a textbook rental from B and N and my class was cancelled. The book arrived today so I wanted to see if I could return it. I called customer service since all the website allows me to do is return the rental "at the end of my use" but it says nothing about how to try to return a rental if it's not used. I called their number and at first the recording said "your estimated wait time is less than 30 minutes." Several minutes later when the recording came back on it said "your estimated wait time is less than 45 minutes." Ridiculous but I'm able to be on hold on speakerphone while I work so, whatever. Well it is now ONE HOUR AND FOUR MINUTES and I'm still on hold. This is outrageous. There is no way that many people are calling B and N at 11 o'clock on a Thursday.

They shipped my Express delivery through UPS Mail Innovations (UPS and USPS). 1-3 days becomes 2-6. And don't try their idiots in the Philippines or India. They are worse than useless. I will however report the next incident to the Texas AG.

BandN bills do not itemize purchases; they just list totals. I got a bill for far more than my purchases and a gift card I had used was not applied. I called the credit card company. After being disconnected once and speaking with two reps who had no idea what a gift card is, I was referred to BandN customer service. At first the rep itemized three purchases (which I had made) for less than half of what I was billed and said the gift card had been applied in total (which would have meant a credit balance). When I pointed out my bill was for more than those purchases, I was told I have to fax the bill or go to a store. I do not have a fax. They will not accept a scan and email. So the rep is unable to sort out a bill for more than my purchases or correct it. And at some point she said my gift card had been applied in an amount greater than my purchases! So now for a bill that should be for a credit per their rep I have to go to a Staples or similar store to fax the bill or to a BandN store for them to fax it! Never again will I use BandN credit card and I will ask my friends to never give a BandN gift card again.

Barnes & Noble was taking money out of an account I already deleted plus subscribed me to something I didn't authorize and wouldn't give me my refund. Just kept sending me to the top 4 managers Sgnh, Tatiana, Erica, and I forgot the other living in the Philippines who then had to call someone in the higher ups who would release my 19.99??? I'm too upset with such a known company as Barnes & Nobles, I expected better service. I told them it wasn't about the money now, it's about the service! I sold my nook and I'm buying an IPad and I canceled everything to do with them and I'm calling everyday.

My son ordered a special B&N gift card on May 6 as a Mother's Day gift. As of May 31, I have received no gift card. When I contacted B&N on May 23, they said they would cancel the card and immediately issue a new one, although it would be generic. Still no gift card. Just wondering - do you suppose because of B&N financial problems, they're holding onto funds for the month-end financials? I'm really sad to see this happen because they're one of the last really nice book stores in San Diego!

We contacted the customer service department after having a defective Nook Glowlight. It had been defective for several months, but my son continued to use it until it was too distracting to read from (known problem with the device). After hearing of the same problem happening to a friend, we contacted the online chat session and spoke with Manoling ** through B&N. We found out that we could get an out of warranty replacement for $27.99 for the same item by calling their 800 number and giving them the reference number that the chat session operator had given me. I printed the chat session and a week or so later called the customer service department with the information to get the replacement.

I placed an online order on April 10th for a vinyl record and received the email on April 13th that it was shipped. So two days later I clicked on the tracking number to see if it has been updated and there was no information provided. I even tried looking it up on the USPS website and it said the tracking number was invalid. I called customer service on the 16th and asked why I still have not received the package I ordered. The representative told me it should've been delivered by now. So they put an order in for a replacement and that I should have it by that Friday.

I ordered 2 textbook rentals on April 20, 2014: the actual text and the text supplement. The order arrived today (April 25). I opened the box to find I had been sent two of the exact same book, the text supplement. One new and one completely used. I looked at my order online and I entered in everything correct. The book name on the packing slip matches the online order. The ISBN, however, does not. It is a completely different ISBN than what I actually ordered and what shows up online. In fact, the ISBN doesn't even match the other identical supplement. I'd say maybe it was an ISBN created for a used book, except this random ISBN was on the new one. I called customer service and explained the issue.

I wanted to order a children's book for a kid's birthday few days before the weekend. I purchased express only to find out the shipment only starts a week later. I wanted to cancel it, but I can't. So why would anyone want to pay for express in this situation?

Just would like “Barnes & Noble” to know that their shipping stinks. You will not get your merchandise when stated. Takes too long!! I’m very disappointed. If I would have know this, I would have just gone with eBay!! Will never buy anything or order anything from Barnes. Very Disappointed!!!!!

I have been a supporter and member of Barnes and Noble for multiple years. After today's experience, I am going to cancel my membership, sell my Nooks and just buy books from a Kindle. In most Barnes and Nobles, customers are allowed to sit and read books in peace. However, in this particular one (Queens, Bay Terrace Barnes and Noble), the employees walk around telling select people that they are not allowed to sit and read. When asked not to sit to read their books, I told the employee that it wasn't fair to ask me to move while everyone else is sitting around. In response, the employee told me that he would tell them to move.

Ordered one book for delivery to Colorado. Paid extra for express shipping. It's Friday and item is sitting in Texas according to USPS tracker. Call B&N and told that's legit. Will never order online from this company again. Amazon is the way to go!

I usually rent my textbooks from Amazon, but I found one of my books on Barnes & Noble for a bit cheaper. I did their regular 2-6 day delivery. Well, 9 days after I was told it shipped... Still no book, my class starts tomorrow. I did the online chat with their "customer service". They cut me off twice while I was in the middle of typing my responses. Finally found someone to talk to me and was told it was in Kentucky and they could not give me estimate on when it would arrive. I will never order from them again and will go back to Amazon. After reading all the other reviews, It's hard to believe they are still in business.

This message is for Corporate and whomever is in charge of the Barnes & Noble Court Street branch. The evening of 3/8/14, I was wrongfully targeted & profiled by a Supervisor at the Borough Hall Barnes & Noble. After being wrongfully scolded for leaving a trail of garbage & scattered books, I felt compelled to let him know that he had me confused with another patron.

My daughter bought a toy at a Barnes and Noble. Since the store did not have the product in stock, the store clerks offered to order it online for me and have it shipped to our home. We paid with a B&N gift card. A week or so later, the order was cancelled because B&N did not have the toy in stock anywhere. The email from B&N said that I would be given a refund. One month after that email, after receiving nothing, I called the B&N store where the order was placed for me. After transferring me to several different clerks, they admitted that they were unable to fix the problem and told me I would be contacted by phone by a B&N representative on the following day. No-one ever called me.

In November of 2013 I received a $25.00 gift card for the Barnes and Noble nook from some friends. Unfortunately, when I scratched off the pin I was unable to read the complete pin. I then conducted a phone chat with a Barnes and Noble customer service representative and was told that it would take seven to ten business days for a replacement card to arrive. I waited and nothing arrived, so again I called and was told the same thing and I waited again. On 16th December I conducted an online chat with Joyce a Barnes and Noble Customer Service who apologized (first one I received) and promised that I would receive a email confirmation and a replacement card. Nothing happened and when I did an online chat, I was told that the card was empty. I have not used this card as I am unable to due to the destroyed pin number so I again called customer service and was told that yes, the card was empty which meant that a new card was on its way!! Since then I have followed up via email on approximately three occasions and have received no response. I cannot believe this organization. I have been a Barnes and Noble member for many years which makes this situation even worse!

I placed an order on Monday afternoon for 3-day delivery. They did not ship until Wednesday and I was told that the package would not arrive until the following Monday - by my calculation that makes at least 5 day delivery. When I contacted customer service they took two days to respond and had not even read my email. The same books from Amazon would have arrived on Wednesday. I will never again buy anything from B&N.

I go to The Ohio State University and most books and items for classes are ONLY at Barnes and Noble. So first thing, I don't have a wide variety of places to find what I need. The first week of classes, I bought one book and a clicker for one of my classes. The woman at the register said that if I bought the clicker, I could return it if I found one cheaper. She obviously realized 40 dollars was expensive for a little clicker. So, I did find a clicker for half the price. I tried to return my clicker to the store, and they said the clicker counts as a textbook and it was after the deadline for textbook return. Are you kidding me?

I never write reviews, but I am absolutely disgusted with Barnes and Noble. I received a $50 gift card as a gift and went on their website to rent textbooks for school. I am a pretty tech savvy person and it took me a good half hour to figure out how to add the gift card to my account. I placed my order for two books and 3 days later they canceled one of my books saying they could not find it and that I would not be charged. I checked my gift card balance to make sure they did not take money for the purchase, but they did. I used their online chat system to try and rectify the situation. I was told it would take 24-72 hours for the money to be put back on my gift card.

I have ordered 2 books through Barnes and Noble's, from the distributor The Book Czars on the 17th of December. A week later I found out that the tracking status says that it was delivered on the 23rd of December. I called to Barnes and Noble to ask them about the status of book. It found out that they couldn't answer me the question and offered write to The Book Czars and wait until the 8th of Jan. I wrote the mentioned dealer, but they didn't answer. They answered only on my second letter on Jan. 10 and wrote that it was delivered on Dec. 23rd, and also offered to check with roommates and the neighbors. I'm absolutely dissatisfied and angry with the service that Barnes and Noble and THE BOOK CZARS provide. I want my money back and will never-ever order from you.

Purchased nook tablet, called for warranty repair during warranty period, was told that the in unit charge adapter was common problem being worked on. However they had no service centers or replacements. They would get back with me. No reply, 1 year later I called again was informed device is out of warranty and as such is useful only as a trade in. I will not utilize either my Storeaccount or my nook account and intend to dispose of this junk device taking up drawer space.

I bought a DVD on the Barnes & Noble site and I didn't receive it. I contact the company, to know about my purchase, but it only has the international track number for the shipment. Once the product arrived in Brazil, they couldn't help me anymore. How come?? I'm still waiting for my DVD and they told me that they won't neither refund me nor send me the DVD! If they don't solve my problem, I will get in touch with my lawyer! If there was a problem with customs, I would have known.

I spent hour trying to get a simple answer from 2 chat reps and one on the phone... Customer Service at store sent me to the online locations, who sent me back to the store (I was sold a title at store which does not work with a Simple Touch Nook). Chat Reps take 2-3 minutes to reply to each question, as if they are chatting with several clients at once, or more likely they are consulting with a manager, script or dictionary each time you type something in. I think the latter, because I eventually called in and the live guy had to put me on hold 4 times to confer with someone. ...and these are simple questions too:

On 17 Dec ordered two B&N gift cards on their site for delivery to Seattle. Didn't get there. I understand they say 2-6 Bus. Days. OK, six would have been XMas Eve, so WTH? And REALLY, why does mailing their own self-generated gift-cards (and charging me .95 shipping to boot) take that long? And not to Nome, AK but to lower-48? Again REALLY? Strongly agree with other reviewers: Amazon will finish them off soon.

I placed an online order for 2 books and selected Express 1-3 day shipping after reading very carefully the estimated shipping and delivery items. My order was not shipped for two days (despite both items saying that they ship within 24 hours), and the estimated shipping time is 8 days later; even counting only business days this is 5 business days, not even close to the 1-3 days that were prominently advertised to get me to use Express shipping. This is false advertising. I submitted a request to the online customer service and never heard back. If I had known that Barnes and Noble online ordering was so unreliable, I would have purchased these in a bookstore and mailed them via USPS and they would have gotten there faster. I will never purchase again, and understand why Amazon will probably put them out of business.

Ordered book on the 5th of Dec.13 (2-6 day shipping). As of the 18th, still in New York state. They still use DHL ground??? This is my last order with Barnes & Noble.

I recently ordered a book in the Santa Clarita California store. When I tried to track my order online, the order number was not tracked online. I was informed by live chat the online is for online orders only. As a member I should be able to track orders regardless of where it is placed. The second issue was Express Shipment. I was given the UPS tracking number by live chat. But the package was transferred to the USPS.

I ordered two books for my grandma since she loves to read. So when I paid, I saw that it will be sent to my house and since it is cheaper to just go and get it. I decided to cancel and just go up there to get the books myself. That's when I got an email that they already charged me and I have to wait a week or more before I get the books. You have got to be kidding me, the store is not even that far from my house and it is going to take that long for the book to get to me. Plus when I want a refund I have to wait for the books to get there and if it not back within 14 days then no refund. If it was not for that it is for my grandma I would have went up there and thrown a fit.

I am still waiting for my DVD from Barnes and Noble. I really don't like this idea of any web site selling third party and claiming on responsibility. I don't have a tracking number. No way of knowing how it's shipped or where it is. I will not buy from them again. B&N, Amazon, all of these faux retailers need scrutiny by the government.

I had purchased a B & N Simple Touch a few years ago. I was very happy with it. Never had a problem with B & N until my Nook was broken and I was trying to re-download books that I had already paid for previously. They said that my credit card wouldn't work. I couldn't understand why I had to have another credit card when I had already paid for my books. I just wanted to download them again to my laptop so I could read them again. Who wants to pay for something again that they have already paid for??

I purchased 2 items on 12/4/13 & paid additional for 1-3 Express Delivery. Items were shipped separately. One was received today 12/10 & the other still in transit. When contacted B&N, they claimed items were shipped on 12/6. UPS claims to received items on 12/5 11:45 pm. I wonder who is right? Ellaine, the person I talked to, very nice let me know I still had until tomorrow. Why would I pay extra for express delivery to received the items a week later? PLEASE NOTE - they say "DELIVERY". I think they mean, "we can take our time to prepare shipment and blame the carrier for not delivering on time." THANKS Barnes & Nobles for writing so proper. Got me once, I hope you do not get anyone else!

Over the Thanksgiving weekend, my wife ordered a Nook at their sale price. Today December 7, we received an email saying there had been an inadvertent computer problem and our order had been canceled. If we still wish to purchase a Nook, we need to re-order. So my wife confirmed she still wanted to order. She was then told it would be at the regular price and not at the original sale price. No way! When she was told regular price, she complained it was their mistake not ours and they needed to provide a Nook at the sale price. Not going to happen.

I purchased a Nook Color with an extended warranty for my son in Nov 2012. Was told by salesman that the warranty was a replacement warranty should the Nook fail to work, break, be dropped, or be defective for any reason. The Nook was dropped and eventually stopped working. Visits to B&N produced no record of this purchase in my son's Nook account. Their corp office can't find a record of the purchase and their database produces inaccurate records of the purchase with no record of the warranty. I describe to the sales clerk in detail the receipt and information provided on the receipt including the warranty number and info. No records. They tell me I have to go find records of this purchase.

I am satisfied with B&N third-party marketplace. Remember, you are buying from a third party seller and you should read the print before making a purchase. There should be a disclaimer saying you are buying outside the B&N store. Plus, sellers use USPS's Media Mail to mail books and expected delivery can be more than 2 weeks. This feature of buying from third party sellers (i.e. mom & pop bookstore) is also available on Amazon.

My wallet was stolen. That included my B&N membership card and two gift cards totaling $75. I couldn't believe it when Rosse, in the Customer Service department, would not allow replacement of my gift cards nor would Rosse allow me to have access to the numbers. Rosse said the only way they could allow the use of my gift cards was via Nook purchases. As I told this Non-Customer Service rep, I have cataracts - I cannot comfortably read a Nook any longer! And the people I would spend $75 do not like Nook. Then this Non-C/S rep went on to refuse to allow me to speak to their superior, plus refused to provide the Vice President's contact information. As soon as I can access my $75, I will permanently close my account with B&N!

I was a long time employee of Barnes and Noble! My way of management was the customer is always right! I was there for my staff for the customers and I worked my tail off for this company! I was the one who single-handedly made the book drive for Watson's Childrem's Center a Success. I was the one and only 100 book club member, due to my passion to sell to the public an amazing book. I was there for my customers! I worked hard and did more than was expected of me! After the NOOK came along, we were dealing with that as well. It's hard to try to sell a product that does not work and when issues arise, they cannot be fixed by calling a number! Barnes and Noble cares about only one thing and that's money!

Dissatisfied with Barnes and Noble Customer Care and Support. I bought DVD through Barnes and Nobel online. Apparently, it was through a marketplace seller. I didn't read the terms and conditions of a marketplace seller because it was Barnes and Noble! We paid for the DVD immediately and received a sales confirmation. About 4 days later, we received a shipping confirmation and notification. 2 Weeks later, the DVD hadn't arrived and I called Barnes and Noble and they said that the marketplace seller delivery terms is 14 business days and that they could not help me until the 29th of the month. Which was 25 days after Barnes and Noble collected our money.

I have had an unbelievable experience with my Nook. I lost my credit card and it had to be cancelled. I have not received my new card yet. I went to Barnes & Noble and purchased a gift card to add to my Nook account so I could buy books until my new credit card was received. I found out that I cannot purchase anything on my Nook even with a gift card unless there is also a valid credit card on the account. I have been a B&N customer for a long time and had this Nook for 2 or 3 years. I would never recommend a Nook or B&N to anyone after this experience. It's crazy. Very unhappy customer. Not that B&N cares.

Oh, I have had a wonderful experience with this company today. I have found out that my son has managed to download inappropriate material and run up a GBP93 bill on my card. I hold Barclays, Sainsbury's and Barnes and Noble fully responsible for the fact that my son has managed to download inappropriate material. Barclays, for not requesting the three digit security code, Sainsbury's for selling a device that does not have parental controls and Barnes and Noble for manufacturing such device.

I received a DVD as a gift from an out-of-state friend. Turns out, I already own it. Went to bring it for return and was declined since there was "no receipt." The disc is not opened and has a "Barnes & Noble Exclusive" sticker on the sleeve. Thus, it was not procured from another store. Upon returning home, I called the so-called Customer Service. The contact person, to be kind, was useless. I then went to get mailing address. Called again and after the wait, person tried to contact with a supervisor - "Line not valid." Called a 3rd time and got a VERY pleasant person. She contacted with the Supervisor - also VERY pleasant. She went forward to get it resolved.

Today I visited Barnes & Noble store in Texas and when we were playing on Lego table with my kids, store manager took my laptop bag and computer court WITHOUT MY PERMISSION. When I asked her, she said to me, "Here is not your home, here is business." She started yell at me being rude in a unrespectfully. I am really disappointed with B&N and I will never advise someone to go the B&N and I will never buy anything from B&N and we will see what the company do about hiring rude and unrespectful employees.

On September 6, 2013, I looked at the Barnes and Noble website to make sure the product I wanted to purchase was available and it was. So I purchased gift cards for the amount needed (called Scrip) because a portion of it goes into my son's high school band account. So when trying to complete my purchase, at the very end, it said that there was a problem and the item would be removed from bag. So I called the next morning to place the order over the phone and was told yes, there were plenty available. I get an email the next day saying it was ready to ship, and not but a few hours later, another email that stated that there was a delay. So the item shipped Monday, the 9th, and had tracking info too, but it never updated so I had a feeling that there was a problem and sure enough, by Friday, no package and no one knew where it was.

I made a complaint about an order that has not arrived (Customer Service Mail - Order Number: **) and the response was that the company cannot do anything. I have to ask in the courier company, which courier company? I have sent a lot of emails and they do not answer. Here is their response:

This is a complaint on the Barnes and Noble Champion Forest location in Houston Texas. I brought a yogurt into the store at the cafe because I am diabetic and cannot eat the food in their cafe because they are all sweet or full of carbs. The cafe attendant called the manager to tell me I couldn't bring food into their store because of health regulations. It was how rude they treated me which is why I am writing this. I understand rules but it's the way people say it sometimes. It's okay for this bookstore to carry occult books about vampires, witchcraft and satanism targeting teens but not okay to bring a yogurt into the place which takes a whole minute to eat. Go figure.

I ordered a textbook for my son that he needed a.s.a.p. I get a confirmation that everything is good and that it is shipping out first thing Friday a.m. Well, I get an email from them late Friday saying they don't have the book. The delay in notifying me about the out of stock on the book, caused my son not to get the book on time because we had to order it from another source and it is THEIR fault my son flunked his first test because he didn't get the book in time. I will NEVER purchase from them again! They didn't even apologize. They flat out didn't care. Their customer service stinks.

I am a SUNY student and rented a book from Barnes and Noble on my mom's cc card. I returned the book by the required time frame with the UPS shipping label they provided. I went to one of those UPS stores. They scanned it and said I was all set. 3 months later, my mom calls me, asks why I didn't return the book. She called only to be told that they never received and they can't track it. My mom: "HELLO, people, you provided the shipping label. How can you not have the tracking?" They were pretty rude to my mom, who until this point has been a loyal Barnes and Noble customer. She had to dispute the charges with her bank and is awaiting an answer from them. Needless to say, I will no longer be renting books from Barnes and Noble, only Amazon, and Amazon has better customer service!

This is the outcome from a complaint I had written about in early July of 2013. On that complaint, Barnes and Noble would not send me a prepaid return label. When they would not allow me to cancel an order just minutes of placing it. I wrote to you, plus informed the BBB. And as of today, I have received a prepaid label. Thank you for your help. And Barnes and Noble came through with customer service.

I had ordered the 4 set collection of Beautiful Creatures from Barnesandnoble.com and had a 15% discount, but the code did not enter correctly and I pushed order without noticing. They have a cancel on the order page, which did not work (twice). Contacted online help line. They could not cancel that order. I did order this a second time with the discount, but when the boxes came same day, I had to open the box to see the order #, to ship back. The post office said the box looked open and I could not refuse the package, so put the return label on to ship back and the post office wants $18.00 to ship back. No way am I paying that much. And Barnes and Noble refuses to send me a post paid label. All because they won't let you cancel an order out, a huge scam on their part. Will never buy from them again.

I bought a Nook HD and it did not work. If you touched an A, another letter would come up. It was that way with all the letters and numbers. It would not connect with my internet either. I called and got them to send me a return label. I received confirmation from UPS that they received the Nook HD back and a man named ** signed for it and I have yet to receive a refund. First, they said, it would be a week and then they said it would be two weeks and now they are saying that it might be three weeks or they may not send a refund at all and they do not return the defective Nook either.

I ordered a gift for my daughter and then received a 30% coupon. So I canceled the initial order and reordered the item. Even though the website said I was able to cancel, it never did. I have tried canceling the order at least 9 times. Then 12 hours later, they sent me an email saying they couldn't cancel because it had already entered the shipping process.

I bought some clearance items, decided to return them and was refused a return stating clearance items were non-returnable. I was absolutely fuming. There was no written policy or sign on clearance items stating sales were final. Clearance return policy varies from other retailers but every one of them in my experience will clearly state sales are final or take a return if a return policy isn't instituted for clearance. Barnes and Noble? Buy and find out later. Terrible!

BN sends x% off coupons frequently to members and non-members alike throughout the year with unique codes for redemption; typically around holiday periods to spur sales. My child and I were in San Jose BN store (#1944) waiting for over 10 minutes in line to check out a couple of (kid) items on clearance rack. The cashier said coupons (which always states it is applied after all other discounts are applied first) are no longer honored on sale items, including clearance items. After asking to speak to the manager on duty to confirm, Manager ** emphatically stated her store has never accepted (corporate) BN coupons for anything except regular priced items (contradicting the explicit language of the coupon itself). Clearance priced items (e.g., Easter candy in late April) are already discounted; thus, no coupon can apply. She tried to state this with a straight face as other guests in line holding similar coupons were trying to check out.

I have been a Barnes and Noble customer for years and also signed up my underage daughter who to say reads a lot would be an understatement. A year ago, I bought my daughter a Nook as I have one and use it all the time. Because she was underage, she uses gift cards all the time to purchase her books. If you look at the info on the gift card on the B and N website, they state that to use a gift card, they run through a $.01 charge to your credit card on file to make sure it's valid but credit it back right away to zero it out. I have found out that they are not putting through the credit. I have debits on my daughter’s/my account that date back to November of 2012 where they have charged $.01 and did not credit the account.

I purchased a Nook for my adult child about a year and a half ago. It appears she subscribed to a magazine(s), but did not make the requisite payments. Two nights ago, she asked if I would let her use my card to purchase a book for $7.99. I said "sure" and thought nothing of it. Two days later, the book clears followed by 14 additional charges of $9.99 each, presumably for 14 months magazine subscriptions. A call to customer service netted nothing... They were unable to find any charges to my card. The next level up and a gentleman located the charges but said he could not authorize a refund.

My husband and I were at Barnes and Noble at 3600 Stevens Creek Blvd San Jose, CA 95117 to buy some books from 8:30PM to 9:30PM on 3/21/2013. We bought about $259.53 worth of books and we are both book lovers. My previous experience at Barnes and Noble at Prudential Center, Boston has always been joyful. But today I realized why more people are leaning towards Amazon and other non-personal channels of purchase. The biggest advantage of visiting a bookstore is to be able to feel books, to touch them, browse through them and fall in love with them - enough to make you want to take them home.

I had a Nook Color for just about a year and a half. In early January 2013, it was no longer holding a charge. I took it to my local Barnes and Noble store where it was confirmed that it was not functioning. As I had the two-year protection policy for the item, I was entitled to a replacement. The store did not have a replacement in stock, so I spent about 20 minutes on the phone to arrange for the replacement through B&N.com. Late the next day, I received an email stating my order had been "cancelled".

I purchased a Nook Tablet through B&N eBay outlet on Dec. 14. Because of WiFi problems, I obtained an RMA from B&N on Dec. 28, and returned the product as directed. UPS confirmed the tablet was delivered to B&N by Jan. 7. I called B&N two weeks later when they had not acknowledged the return. B&N Customer Service said that they could not trace the RMA in their system because it was purchased via their eBay site. They do not respond to emails. I'm afraid they will go bankrupt (for good reason!) before I receive my refund. I would even accept a refurbished tablet in lieu of repayment. Btw, I bought a case for my Nook from Amazon. I returned it to Amazon at the same time I returned the Nook and I had my Amazon refund within a week! That's how to do business!

On December 7, I purchased a Nook HD+ for my daughter for Christmas. I told the salesperson it was a Christmas gift and to give me a gift receipt. She said better to not use a gift receipt because you can only get store credit for a return, so I did not get the gift receipt. She told me my daughter could try it out and if she didn't like it, to return it. Not so easy. She lives 2 hrs from me so when she went to return the Nook to the closest B&N, she was told she could only get a store credit because it was over 14 days since purchase. This meant the item would have had to be returned before she received it!

I placed an online order with B&N. It seemed easy. I purchased a child's gift to be sent directly to the recipient. I received confirmation of order. The next day, I got confirmation 2/3 of order shipped. It was okay by me, but seemed inefficient. The next day, I received email saying the rest of the order has been cancelled. Wow! The item they cancelled was directly related to the items already shipped. It was like buying an outfit and the recipient only getting the pants. Customer Service was useless and just kept saying that the last part of the order has been cancelled. They were unwilling to do anything and couldn't have cared less about a child receiving 2 items that were useless without the other cancelled one. I am not sure why they ask for a phone # if they won't call or can't email to ask if if is okay to send a partial order. This was a huge inconvenience and seems lame in the digital age.

My wife bought a gift at the BN store this morning. She got on a rather long line as there was one checkout person. After 10 minutes, the checkout person called for another person to help, which made the line faster. My wife asked the second checkout person if they had any gift wrap and she said that they wrap for them. My wife looked behind her and saw the long line, but the checkout person told her it would take only a minute and it did. As the gift was being wrapped, the first checkout person decided to announce to the store that she apologized for the long delay, but that a customer had asked for a gift to be wrapped. My wife was totally embarrassed as she is not the type of person to put anyone out, but apparently, she did.

I bought a Nook on eBay in Australia, and after registration, I have been inundated with spam from B&N. Ironically, these emails are for purchases I can't make because I can't legally get books from B&N due to copyright restrictions. I attempted to find an unsubscribe option in their emails but cannot. Either there isn't one or they've buried it somewhere which makes it almost impossible to find. I emailed B&N in mid-December 2012 asking for them to take me off their database and stop emailing me. They initially responded saying they will but it might take 7-10 days for the changes to be implemented (what's there to action, just remove my email address?). This response was a lie. They have continued to spam me approximately twice daily. I then emailed again in early January 2013 restating my demand to be taken off their email list and database. They have ignored the email and I am in the same position. The emails are an invasion of my privacy. The response from B&N is terrible. Alerting others to their poor practices is now my ambition.

I placed an order on 1/1/2013 online with extremely_reliable, a seller through Barnes and Noble. A week later, I received the book in very poor condition and invoice from HPB-Outlet, Dallas, TX. The order number was not the same as on BN site and half the price that I paid. Also, it had someone's email address, not mine. I called BN to ask if HPB was a seller of theirs. No, and possibly extremely_reliable uses them; they could not confirm. I explained my concern of security.

I have been reading a book that I bought from Barnes and Noble several weeks ago and about 3/4 of the way through, it switched to another book. About 30 pages of a different book had been mistakenly put in during printing. I took the book back without a receipt and was told by the girl at the customer service desk that they could just switch it out. Unfortunately, they did not have another copy and she told me to take it the register for a refund. Since I did not have a receipt, they only gave me a credit for 1/2 price.

I have the first generation Nook and I just bought the Nook Simple Touch. My question is, why don't the two sync up? The books show up on both Nooks but the pages don't sync up. I have an iPad and everything syncs up on that, so why can't two Nooks from the same company sync the pages? I find this very annoying because I like to go between the two Nooks and every time I do, I have to manually move the pages forward from one Nook to the other. As I said, it’s very annoying.

I ordered a $100 gift card from their website a month before Christmas. After three weeks of waiting, I still didn't get my card! So I called customer service, and they said they are sending another one out on rush order. They said I would get it in 3 days. I waited for another 2 weeks and still didn't see my card! It was supposed to be a Christmas gift, but now it's too late. So I called them again to cancel the order. They said they would refund in 48 hours. Now another week had passed and I still don't see my money back! B&N is the biggest scam in the world. They have a system to steal people's money! Don't ever buy anything from them! This is extremely illegal!

I wanted to order some books from Barnes & Noble for Christmas. I ordered on the 17th of December, paying for 3 day shipping. Nowhere in my order did it say that they could not deliver this by Christmas. I received a confirmation from them that said they would ship on the 19th. It is now the 26th of December, and my package is still not here. It is scheduled to arrive on December 27. That is not 3 business days. Every other business from Amazon to Walmart tells the customer if they can't deliver before Christmas. B&N did not do this. They allowed me to buy, under false pretenses, letting me assume that the package would arrive well before Christmas.

Don't trust BarnesandNoble.com. I placed an order on BarnesandNoble.com, used gift cards and it looked like the website showed that the order was accepted and that it would take up to 24 hours for me to get my confirmation (this should have alerted me of a problem website). I trusted that the order was received and I (in hindsight foolishly) threw away a $50 gift card that had been fully used. Long story short, the website lost my order. I called B&N customer service to try to resolve this but I was told there was nothing they could do. They took no responsibility for losing my order and have now lost a loyal customer.

I purchased two of the 2013 (black) Weekly Professional Planner each at $19.95. I gave one to my bestfriend who lives in SF with the receipt as a gift three days ago. Before I went to Barnes & Noble (Blackstone) today, I called the store to ask if I could exchange it for a bigger size because the way that the regular size is laid out, my next semester class schedule won't fit and there's no more space to write any extra info for the class. I told the gentleman on the phone that I did not have the receipt anymore because I gave it to my best friend. He said that it's okay and I can exchange it for the bigger size or store credit if I want.

Don't take a picture of yourself inside Barnes & Noble. Depending on the manager, you may be treated rudely as it happened to us inside store no. 2847, yesterday night. It didn't matter to them that we attended every day for several years to its cafe, and purchased many, many books. Yesterday, wrongly convinced that we had a favorite place to go, we wanted to have a picture of ourselves with the cafe as the background and we were returned a rude "Don't take pictures inside this store!" This high level "employee" didn't even care about who we are and what we were doing. We are really disappointed and annoyed with their disrespect to us and our time visiting this store for years (but we have also seen other people taking pictures there before). So they don't deserve us as customers. We won't care about their business. We quit as their customers.

Do not ever rent a book from Barnes & Noble! I rented a book for 60 days, received one extension on it, and then suddenly was charged $140.00 for "buying" the book. I checked my emails and the only language in the emails was "To prevent additional fees, please be sure to return your rentals on time, in a clean, reusable condition and through approved shipping providers." Nothing I ever received stated that I would be charged for buying the book. And based on my late fee charge, I assumed I would be charged another late fee.

I ordered a Cisco text book that cost me $192.00 that I purchased in the store. I purchased it in store on 11/4/12. The charge cleared the bank on 11/6/2012. The first email from BN was on 11/7/2012 and won’t ship till 11/9/2012. I tried to cancel but was told it already shipped; 11/11/2012 was the ship date, Veterans day! I was also given a false/bad tracking number for the shipment.

I shopped at the Walpole, MA store in the Spring of 2012 and was told my membership had been cancelled. I put the blame on myself for not keeping track and purchased the book without the discount. My daughter purchased a book over the summer and used the card and it worked. I called the 800 number and was told that my membership was good until November. I explained that I was told the membership was cancelled and then I was told that I'd have to go speak to the manager of the store about extending my membership since my daughter had used the card. When I went to the store, the manager was less than kind, told me that she had no idea why they sent me to the store and other than contacting her district manager, there was nothing she could do. She mentioned that fact several times and didn't seem to care that I paid for a card but wasn't using it because I was told it was cancelled.

I have spent thousands of dollars on Nook eBooks over the past year. I have spent ten of thousands of dollars on printed Barnes & Noble books over the past 20 years. I recently purchased an eBook that is a technical book which, in its printed form, includes a DVD containing training material the author refers to in the book. The eBook does not include the DVD. I realized I needed more than the eBook and went ahead and ordered a combination printed book with DVD and eBook from the actual publisher. I then asked Barnes & Noble for a return and was told that eBooks cannot be returned. I checked my policy conditions and indeed in the fine print is a declaration that eBooks are not returnable.

My experience today relates to ordering online - you can run into situations where you've placed an order, cancelled the items in your order, but then have the orders "authorized" to ship to you despite your cancellation request. After I contacted Customer Support, I was told that the order had gotten automatically authorized and that clicking on the cancel links was just a sham and that the system had "overridden" it. My only recourse left is, after receiving the shipment, to go into a store in my area and return it. I was told that not even a supervisor would be able to change the order status so there is some arbitrary point (which you, as the customer, would never know) where you cannot cancel the order even if you click the "Cancel" hyperlink in your order.

On 10-31-12, I placed an order in Barnes and Noble store 2911 in Long Beach Towne Center, Long Beach, CA. After several tries with Amazon, eBay and other sources, I couldn't find a book. Finally I contacted Barnes and Noble and explained my situation. They told me they can be able to help me, so I placed my order. After a week, I called to find out about the status of my order. They told me because my book is coming from NY, it's going to take another week. I called again on veteran's day and they confirmed my book was on the mail and because of the holiday, probably the following day I am going to receive it. Tuesday went by, Wednesday went by and nothing. On Thursday, I called again and they told me that my order has been canceled since the first of November. I was furious by that time.

I have been renting books from Barnes&Nobles for over a year. The last six months have been awful. The last two times, I have shipped books before the ship-by-this-date in order for them to be back on time and they did not get into the system until after the date it was due. They charged my credit card, of course. I called the first time and they said there was something wrong with the system. The customer service representative was nice, so I excused the issue. No big deal. Just refund how much I was overcharged - no harm, no foul. This time, I got a guy who was not very adequate at his job. I explained the situation slowly and with few words. He wanted to hear wordy explanations. He still only told me, "Well, the system showed the book was returned today."

Do not ever rent a book from Barnes & Noble. They tell you it's a 60-day rental, but watch out because their due dates are intentionally deceptive and they have your credit card. In fact, my bank said they get more complaints about B&N than any other company because of this type of practice.

Inconvenience of the store manager - Hurricane Sandy has been a major nuisance and inconvenience to the community here in Eastern PA. After 3 days of no power, we decided to go to the Freemansburg Ave. Easton store to have lunch and plug in to check messages. We wanted to move a chair and table close to an outlet which was 3 feet out of the eating area. The place was of course packed and people were laying on the floor plugged in to work and charge their electronics. We were asked to put the chairs back because they say it’s an inconvenience to them to move chairs and tables around. Hello, is that customer service? Never again will we go there. Our club cards are in the garbage.

This evening, I went to Barnes and Noble to purchase a book called, Inflammation Nation. The first sales clerk at the help desk looked it up on the computer and told me that they did not have the book in the store and she was not able to order the book. She called the assistant manager to help her and your assistant manager told me the same thing - no such book. Upon returning home, I looked up the book title on my computer and not only is the book available, but I found it on the Barnes and Noble website, so I returned to the store and told a lady named ** about what happened. She was very nice and looked up the book for me and told me there were copies in the store. So after driving 20 miles in total, I finally got the book. It did not seem to bother her that I was going to file a complaint and she did not seem concerned about me having to drive 20 miles. The store is the one in Ontario, Ohio, near Mansfield, on Lexington Springmill Rd.

I purchased World's Best Book Bag. Within a month, rust stains developed from inside the bag. I contacted customer service for exchange or help with cleaning. I was sent a boilerplate response that B&N only honors items with receipt within 14 days. I asked for a personal response instead of form letter. No response received. I purchase about $1,000 worth of books per year. These will no longer be purchased at B&N. The book bag was $30 - very expensive for a canvas bag.

I called to have my Nook Tablet replaced, and they assured me that they will send a replacement right away and send me a RMA to send the defective one back. I sent the defective one back and two weeks, nothing! I called and explained the situation and they said there was a mix up and will send it right away. A week later, nothing; and I called, and waited an hour and they hung up. I called a day later and the person asked for the RMA number. Well, I sent it and don’t have it. They found it in the system and said it will be sent out right away! A week later, nothing. I called again today and the manager said didn’t you call a few times already today; no, I have called a few times in the past month! Well, just send me the Nook! Well again, and I waited another week to see what happens! Wow, this is the worst. I will never buy a thing from them again! This is the worst service I have ever experienced!

I purchased a Nook e-Reader as a gift for my wife on Christmas. All transactions related to purchases with my credit card went smooth until this August when purchases were declined because of supposed differences in mailing a shipping address. When contacting Barnes & Noble, they explained that there's a new policy of the company: All credit cards from "Protectorates of US" are no longer accepted. No specific explanations were given for this. Now I have a product, and it's useless since the purpose was to buy e-books and I no longer can do it. Advise me how to proceed with B/N.

I've been living in USA for 20 years and talking with a slight accent. First time in these 20 years I've been treated with enormous disdain and ignorance when I visited Barnes and Noble store at Chestnut Hill, MA. I asked a young woman employee (who first ignored me and turned away) for help to find a magazine. After a second attempt, she literally ordered me to wait or go to her counter (she was cataloguing her stuff); and when I repeated my question, she just looked very annoyed and offended by my accent and repeated that she doesn't know what I mean. I turned away and asked for help from another employee who didn't have any problem helping me.

They have the worst customer service ever. They can't even help with a simple payment. Also, their terms and conditions do not even state everything they exclude from free shipping. They don't even honor the fact their terms and conditions are faulty. Even if the price is a little cheaper, I rather pay more and be treated with respect. Beware of this company.

I ordered a rental textbook from Barnes & Noble three or so weeks ago. As stated by the company, my textbook would be shipped on August 3rd. In an attempt to get the best deal, I ordered with Barnes & Noble instead of Book Renter. They never sent me a follow-up email saying my book had been shipped, so I emailed customer service asking if they had shipped it. They had not. After emailing them for three days, they finally told me they would not get the textbook for another two or three weeks and that they suggest I either wait or cancel my order.

I ordered a book through the BN dealer network on 7/11/12. When I did not receive it after 4 days, I contacted them and was told it would take 4-14 business days for me to receive it, but that no tracking number had been generated for the shipment so it could not be traced. After waiting 3 weeks, I contacted them and requested a refund. They refused, asking me to wait another week for the item. So now I have no book and am out the money I paid for it. Their customer service is awful and their ordering system is horribly unprofessional (it is appalling that they did not generate a tracking number for my package). I will never order from bn.com again.

This has actually now happened to me repeatedly. The fact that my books are coming later than the pre-told time. I had ordered my book, on the 13th. I had the B&N membership where it is to be shipped in two to three business days. It is now day three, the 16th. I got annoyed because this was happening to me practically every time. So, I decided to check the tracking of my order. I looked it up and it is now telling me I have two days left, so that will be the 19th. That is five business days. This is very annoying. If B&N can give you a time when your order is going to be shipped, they should try to keep that. The point of ordering online is to have the books brought to your house because you cannot make it to a B&N yourself. But by the time it actually comes, I probably could have gone to a B&N and gotten my book and have read it. This is inconvenient and upsetting. I do not remember a time when my order came on time, except when I ordered online for the first time. B&N should really try harder in satisfying their online customers.

I go through Nooks, I drop them. So, I learned my lesson and purchased the insurance on my 2nd one. I dropped it, couldn't find the receipt, and so bought a 3rd with insurance. I found the receipt on the 2nd one and called it in for an exchange. They emailed me the shipping label, and said my new Nook would be there in 3-4 days. I shipped the broken Nook. Three days later, I got an email stating my order was cancelled. I called in again. They told me it was cancelled because they didn't have any more Nook 1st editions. After some haggling, they agreed to send me a Nook 2nd edition. I told them then I already shipped my Nook in. "Not a problem". But they still emailed me another shipping label.

After making a purchase at their website and receiving the item, it was not as described and didn't work as expected/described. In order to return the item, an RMA is needed according to their policy stated on the packing slip and online. After several emails and phone calls attempting to obtain an RMA, I finally got a chat response stating that an RMA would be sent shortly. Again, no RMA was provided, and I can't speak to anyone. So I called a local store for help. Unfortunately, the manager confirmed that I cannot return the item to a store, but the manager helped in finding that an RMA isn't required and just to ship the item back. $27 later, the item was shipped and received by B&N.

Barnes & Noble promised a full refund for the Nook Tablet that I purchased from their website if I’m not satisfied and if it was returned to them within 14 days. I went through their procedure and secured an RMA return number from them. I returned it within 14 days. They have acknowledged that I am entitled to a full refund. I purchased the Nook Tablet for $266.43 using a credit card on 1/6/2012. I received it at my home on 1/11/2012. I called for an RMA number on 1/16/2012. I shipped it per their instructions on 1/17/2012 at a cost to me of $17.01

I live in a part of the city with only one Barnes that has a café. The rest are all textbook stores. It is much too small for the amount of people who frequent it. Whenever I come to the cafe area, I always have to wait a long time for a table because the staff allows their customers to sit there for hours on end and half of them don't even bother to buy anything from the cafe or they bring in their own food! Not only that, due to the sheer amount of customers, the staff are unable to keep the cafe area clean and there are always crumbs and whatever on the floor and tables! There have been too many times where I was the one cleaning the tables. Get with the program, you idiots, and open more stores so your employees can keep your precious stores clean. Also, get rid of the stupid free WI-FI! It just allows freeloaders to waste valuable space for your cafe customers! I'm sick and tired of having to fight people off for a ** seat!

I ordered four books. One of which will not be out until June 2012. When I called to find out when the books would be sent out, none would be sent out until June 5. When I called, the rep. said that to get free shipping, I could not change the order. I said, "Send me the three books that are in stock." I will purchase the 4th at Sam's Club and for less than at B&N. Change the ** policy. I will take my business elsewhere.

I purchased my Nook tablet on BarnesandNoble.com (BN.com) on December 12, 2011 with my MasterCard. There was a promotion that if you bought the Nook tablet on that day with your MasterCard, you would received a $25 e-gift card from Barnes and Noble. I purchased the Nook tablet with my MasterCard for $270.48 and never received my $25 gift card.

I ordered two accounting textbooks on January 13, 2012 online. My credit card showed a pending authorization on January 17th of $258.03 for the two books. I received one book on January 18th. I contacted Barnes and Noble on January 20th and they stated they had no order for a second book and that they only had one book ordered, that I should have received the book. I agreed I had the one book but there was a second book and I gave them my order number. A day later, I received another charge on my credit card and the pending charge of $258.03 dropped off. I then received email, which had an entirely new order number and it stated my book was getting ready to ship. Several days later, I contacted Barnes and Nobles and they suggested contacting the seller.

I attempted to return a sealed, never opened DVD called "Earth" from Nat Geo that I bought on a whim. I had lost the receipt and fully expected to get store credit. Instead, I have two cashiers say loudly, "No receipt, no return!" Anyone watching would think I had stolen the program and was trying to pull a fast one. When I asked about store credit, she practically smirked, "You come back with the receipt and you get a refund." Duh! I already told her I had lost it. A little empathy would have gone a long way.

I purchased many Nook eBooks in the last year and each one of them is full of typing errors, missing lines, etc. So far, every book I read was like that. Their editors don't seem to put too much emphasis on quality control. Even the newer books such as Vince Flynn's Executive Power and Term Limits are sloppy and the author should be alerted to the fact that this kind of sloppy editing takes away from his achievement as a writer. It's irritating at the least and also worrying since more and more school kids are learning with eBooks.

The Barnes & Noble Nook will only allow you access books that you have already purchased if you keep your credit card on file. Otherwise, you have no access to books that you paid for and downloaded. Barnes & Noble’s policy of keeping your credit card embedded on their site is a violation of my privacy. Once a consumer downloads and pays for a book, there is no reason to deny them access if you choose to remove your credit card from the site.

I was working at Barnes and Noble and was giving my usual knowledgeable service to a customer and the customer just started being really nasty to me. I did not understand what her problem was so I got a manager. I don't understand why customers think we are not people too.

I went to B&N with six $10 book certificates I had won from the Nestle company (promoting RIF). Before choosing books, I asked an employee to check how I use the book certificates because I didn't want to get in line to find a cashier that didn't know how to use them. The woman went and checked with her manager and told me the book certificates could only be used for 1 purchase at a time and that I would have to pay the difference. She said I would have to buy one book at a time. I said okay. My 11 year old son and I found books we wanted. The book I chose was $9.99 so I knew I would pay the tax. My son picked a book for $9.98 and again I knew I would pay the tax. My son then picked three more books at a cost of $7.98 a piece so I figured I would lose a little on the book certificates.

I just returned from a horrible trip to Barnes and Noble. Not horrible from the post holiday rush or the amount of people inside, horrible due to the treatment of me and my son at the hands of the rude TSA agent like staff at the Barnes and Noble on Tyler. When we first walked in, their metal detectors went off as I walked through. A young girl came running from behind me screaming "excuse me, excuse me, I need to check you to see why the alarm went off". Not being sure what she was going to actually check being my hands were empty and I had a purse the size of a wallet, I said okay. She then asked, "I need to check your clothes to see if you have any anti-theft tags on your clothes". What! I said "my clothes are not new and there are none". She then asked if I had any gift cards in my wallet that have not been activated. Both questions were an accusation that I stole my clothes and I stole gift cards from some place and walked into Barnes and Noble with them.

I bought my wife a Nook for Christmas and have had trouble getting it set up. All efforts to contact B&N have been fruitless (phone, live chat, email). I also tried to reset my password on my account. Their website informed me that reset information was sent to my email address when, actually, it wasn't. (I tried this 3 times).

The brand new Nook Tablet fried my UBS ports on my PC, rendered my keyboard & mouse useless and now I can access my PC only through a secondary UBS port. B&N's rep said she was "sorry" that my PC was fried. I asked her for a bit more than her empathy but she said to go to the store. I'm sure that this damage exceeds the $249 for the nook and I'm fairly certain that the store manager will do little more than offer me a refund. stay away from the Nook. Garbage!

On 11/23, I placed an order with Barnes & Noble online store using the excellent Black Friday coupon. I ordered a PlayStation 3 Uncharted Bundle Pack as my children unanimously want a PS3 for all of its valuable features. I have never used B&N online store before. On 11/23, I received confirmation that my order had been successfully received and would soon be processed. On 11/24, I received a notice that my order was confirmed and would ship on 11/25 and I should expect my product within the ship date of 2-6 days. On 11/26, I checked the status of my order to get a tracking number and saw the order was cancelled.

I purchased a Nook Simple Touch in June 2011. In November it suddenly would not connect to my home Wifi. The B&N website said that a software update had occurred the previous week. I wondered if there was a connection. I made multiple calls to Nook support. They thought the problem was my internet service provider, even though my laptop could still access the internet. After the 4th phone call, they finally agreed to send me a new Nook, provided I send the old one back to the factory. The postage was not prepaid, so I paid over $20 to return the device.

I was in the local B&N, and I was extremely disappointed at the lack of selection of African American books. I inquired about a particular author and was told that they only carried one title in the store, but when we got to that section, that one title was not there. Several of my other favorite authors were nowhere to be found. The woman at customer service did offer to order the books, but the whole point was to come in, and leave with a book this evening.

I purchased a Nook eBook for $12.99, and after downloading discovered that the content was corrupted and wasn't the correct book as represented. I called customer service and was advised that they would pursue correction of the download, and it would take up to two weeks to correct. I was advised to keep trying to download the book during the two weeks time, and I guess hopefully the corrected version would eventually download. Being a new Nook user, I wasn't sure how to go about that correctly (and wasn't advised what to do and what not to do), I deleted the book from my Nook PC application, and attempted to re-download.

I returned a laptop withing 14 days to B & N. The CS at Barnes & Nobles acknowledged receiving the laptop. So far it has been over 3 weeks, and I still haven't received a refund. Every time I inquire by email or phone, the CS indicates that they are confused, and will escalate the matter, yet without any results. I am paying interest on my Visa card for buying the laptop. B & N are not responding appropriately, and giving me the refund!

I have a Nook color purchased in December 2010 and I love it. In October of this year, I decided to purchase one for my daughter for Christmas. Less than 30 days later,they put out the new tablet. I called B&N and asked to transfer my Nook Color to a Tablet, as the Nook was never opened. Just getting this resolved took multiple conversations and transfers. I had to repeat the situation 4 times, after having to explain to several individuals who I assume were in India based on their inability to understand me or resolve any issues. I was told 3 different policies about returns. I was finally told that they would be willing to refund my Nook. They sent me an email with a RMA number.