Barnes & Noble Booksellers
Reviews and Complaints

I ordered 12 books on line from barnes and noble. All of the books were listed as currently available. I used 2 gift cards to pay the total cost. They accepted both my cards and processed my order. As soon as the order was processed, they claimed one of the books was no longer available and canceled it. However, they never have returned my money back to one of my gift cards or to my credit card. I have contacted them, but have received no response from them. How do they expect to keep customers if they steal $5. 00 in gift cards? Also, they charged $3. 99 in shipping for each book, even for the books they sent together in the same package. There is no way it cost that much to ship books. I will not be shopping at b& n again. I told my kids not to bother giving me gift cards from them again.

My fiance and I were seated in the children's section early in the afternoon. We like the undisturbed quiet of the area and sometimes peruse the shelves for inspiration because I am a children's audiobook narrator, he is an comic book illustrator and I am also a speech therapist and gather materials for private clients from this section. We were done perusing the books and stayed awhile to conduct business on laptops. I was seated in a chair and my fiance was in the corner by the stage barely taking up 10% of the space. Then suddenly... After 4 hours of us quietly reading... Families coming to and fro without difficulty... A rude employee comes out of nowhere and says "we reserve the cafe for laptops, the stage is for children to play. " it was rude and she was snarling as if my fiance was some kind of perp. I was disgusted in her abrupt manner and she didn't even address him warmly seeing as how he did nothing out of working on a laptop. Company policy states to not remove people from any section without justification. She wasn't justified in being nasty and no kids were around to "play" on the reading stage. Don't invest your money here. Unprofessional.

I am a frustrated employee. I have worked with this company from the day they open there doors. I have bent over backwards for them when called to do so or called in to help with any project. Talk to the mangers and they act like when you come to them with your situation and need some understanding you get treated poorly with no help or consideration. I have recently had a baby. I am a single mother. My boyfriend walked out on me and left with no help or support. So I am doing what I can. I have no family here in texas. So I need this job. I was asked to step down because I can't have open availability due to childcare. I am not going to let anyone watch my child and there for I can't work nights. They say they don't give special privalages to employees I can give a list of some that they have. I need to have a least 24 hours a week or I lose my help with childcare. If I lose the help I wont be able to work at all. Why wont this company help someone that has help them when in need? I always get a run around. I have worked hard with this company. Not like other employee and mangers that push there work on other people because they don't want to do it.

I contacted b&n regarding unauthorized charges on my nook. I started receiving emails thanking me for my purchases. I called b&n within 30 minutes of unauthorized transactions and reported them. I could see there were approx. 14 purchases that I did not make or authorize. Their customer service dept. Kept me on the phone for over 40 minutes. After 40 minutes they told me that 1) they do not refund nook purchases 2) there was no mode of addressing my concerns 3) they informed me I was mistaken. It was actually approx. 80 purchases and not "just" 14 purchases 4) they would escalate the complaint/issue/problem to the "higher levels" and address issue in 48 hours. After the 48 hour interval they would contact me to advise if they would be able to make an "exception" in my case. I explained that the 80 transactions within 90 minute time frame was further proof of unusual aunathorized activity.In my 3-4 years of owning a nook there have never been more than 3-4 purchases at one time within a week time frame. After 2 weeks they left me a voice mail saying there was "little or nothing" they could do and that the charges that had decimated my checking account would stand. I contacted my bank and filed a claim. The back took approx. 60 days to investigate incident and found in my favor. They notified me via usps mail that my claim was valid and they allowed the temp credit they had issued me pending investigation to stand. As a penalty barnes and noble blocked my nook account. I was advised unless I paid for at least 30 of the applications my account would be of no use to me no further purchases would be allowed. This is clearly vindictive and punitive.

I bought my mother a nook, she is 74 years old. I took her to the store for help in getting it working. The sales lady was curt and not interested in helping her, instead she turned away to people who were interested in buying one--she only wanted to make more sales. We sat in the cafe to see if we could get it working. An employee approached us and said we couldn't sit in the cafe without making a purchase. I explained my mother is trying to get her new nook working. The employee said it didn't matter it was store policy. My mother was nearly in tears and embarrassed. I took the nook from my mother and told her I'd get it working for her. I took it home and smashed it with a hammer and bought my mother a competitor's product which was actually more efficient and a better product. The worse customer service EVER! P.S. My mother and I also cancelled our memberships we realized we weren't valued by this company.

Dissatisfied with barnes and noble customer care and support & ndash; I bought dvd through barnes and nobel on-line. Apparently it was through a marketplace seller. 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 nobel 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.

My recommendation & ndash; do not do business with barnes and noble marketplace vendors & ndash; barnes and noble pushes off any customer support of their sellers & ndash; they won’t even contact them for you if there is a problem. They’ll give you the contact information & ndash; but that’s it. I always thought that the people I paid were responsible - I thought that I was doing business with barnes and noble. I guess I was dealing with a mom & pop schlock shop.

Do not rent books here. Go to amazon. They charged me 200+ fees for not returning the book on time. And told me they could not do anything about it. Really ridiculous and not college friendly at all. They told me I could sell my book back to them which would cost like $5 to me. Lol. So they can turn around and resell it for 200 dollars again. Struggling college student just got to struggle some more with this book debt. It might not be a lot ot some but it is a lot if you are on a budget.

I made a complaint about an order, has not arrived (Customer service mail - order number:[protected]) , and the response was that the company can not do anything, i have to ask in the courrier company, which courrier company? I have sent a lot of emails and they does not answer, here is they response "
Dear manuel garban,

Thank you for your email regarding barnes & noble order #[protected].

We understand that you want to know the status of your order. We would like to inform you that we have checked our records regarding your concern.

After reviewing the status of your order, we have confirmed it was shipped from our warehouse on 08 / 12 / 2013 via international priority. We expect delivery of your package to be made to your country by 08 / 30 / 2013

We regret that your order was not received within the anticipated delivery timeframe.

As we are unable to track orders shipped via this method, it is important for you to contact your local customs and postal offices to determine if the package has been delayed there. Please check with these offices, and if neither location has your package, please contact us for further assistance.

Please accept our apologies for all the inconvenience caused by this issue and thank you for your understanding.

Sincerely,

Carson"
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My 80 year old mother went into her barnes and noble account and the $73 balance she had was now 0. The customer service rep stated that after 18 months of inactivity, the balances are wiped clean, and they have no way of tracking unused card balances. We feel that this is theft. Why is there no computer record of account activity?

My underage daughter is a big reader so I bought her a nook. Since she doesn't have a credit card, I attached mine to her nook account but she relies on gift cards given to bet through out the year for her books. I have discovered that barnes and noble runs through a. 01 cent charge to make sure it's a valid account and is suppose to credit the account back at the same time. This is not happening. I have numerous. 01 cent charges on my bank account when there was plenty of money on the gift card and I have one gift card that was I was charged. 01 cent three separate times! I know it may not be a large sum of money but when I can add up. 20 cents in 6 months its rather annoying not to mention fraudulent! After looking at my daughter account I went in and looked at my seperate account and found the same the had happened. I had to call customer support and give them all the reference numbers so they could go back and credit my account. They tried to tell me that it was only happening to me but after researching the internet I have found posting from others having the same problem. The kicker. . I have had to call on three seperate occasions to have my bank account credited. All those. 01 cent charges add up so they would be making a nice little profit fraudulently and without their customers consent.

Purchased a book on barnes and noble website on march 1st from their
B&n marketplace. The book was purchased from a seller known as "heather's book
Nook" in garnite falls, mn.
When i received the book it was the wrong book. The book was a paperback that
Was no where near as described. The book wasn't the same as pictured, neither did it have the correct isbn number or the correct publisher.
Once i contacted b&n customer service the run around began. I was told to contact the seller by email, which i did, but the seller never responded. The next time i
Contaced customer service, they told me to wait until the last week in march and they
Would issue a refund. So, i waited until the last week in march and they had me
Send another email, this one to another part of b&n. All of this over a 14. 00 book.
Once i received the last email, b&n offered me a 5. 00 gift card. What a joke this company is. Please from experience, shop at amazon for books. This was my first
Experience with b&n marketplace and my last. I should've heeded the complaints from others about b&n.

When I wanted a somewhat obscure book, I went the b & n website and found it right away away at a price that I should have recognized to be too good to be true. When it arrived, I saw it was a library book from the anaheim public library. I called the library to make sure it was not intentionally resold and they confirmed that the book was indeed theirs, and understandably, they wanted it back.

Barnes and noble told me that it was my choice to return it and that I would be responsible for the shipping charges. After 5 phone calls, they finally refunded my purchase price, but have not taken any measures to address the ethical issue of selling stolen library materials nor did they reimburse me for shipping charges or offer to send me another copy of the book.

I visited the willow grove bn on friday with my daughter and we were looking in the section labeled african american and instead of finding african american books we found gay and lesbian books. We were told the books had spilled over from the culture section into the african american section but since the african american section was 70% african american they were within in protocol to label it african american. I suggested that perhaps they should change the culture section so that all of the books that belong there fit and they told me it was marketing's decision on how the books are displayed.

I placed an order (number [protected]) in october 25, 2012. one book (winter of the world - the century trilogy #2) and I have not received it yet.

I complained several times throug the customer server of b&n and I received just 1 answer: "sorry - we are unable to track... please contact your post office or customs". that´s totally disrespectful! I belive b&n is not aware that são paulo is a megacity like nt, london, etc... they suppose I am goingo to spend an year running through all customs or post offices!?

Since i´m an academic professional, I bought dozen of books through amazon and even b&n and this never happened to me. I need at least my money back! (I also paid 6, 35% of taxes in credit card here). and the most important: I am still without my book!

All further complaints through the customer service were neglected. this is how b&n treats a customer with good track record (think that I had the b&n fidelity card...) never more!.

I would be extremely reluctant to ever order a book from the barnes and noble website again. My recent experience was nightmarish and unfair. And what peeves me off is that my efforts to improve this [censored]ty barnes and noble online purchasing experience has, and probably will continue to remain, unrewarded.

On november 02, 2012, sometime between 1:00am to 1:20am, I attempted to order a publisher's guide from the barnes and noble website. Normally when I make an online purchase from amazon, walmart, or target, I receive email confirmations right away, within a minute. I'm also able to go to the walmart and target websites right away to see the order that I just made. I was not able to do that with the barnes and noble website. For half an hour, I kept refreshing the order status page on the barnes and noble website. I also kept refreshing my yahoo! Mail inbox and bank account statement page. After five minutes, I saw nothing. Ten minutes, still nothing. Fifteen minutes, still nothing. Twenty minute. Twenty-five. Thirty. Still nothing.

It wasn't until after a full half hour, that I decided that the order did not go through. I thought that this was possible, because I had been having problems with my yahoo! Mail where it wouldn't let me log in until I entered my phone number to receive a verification code. I thought that maybe barnes and noble cancelled my order because the confirmation email bounced back, and that I would have to start over. From my experience, I have also been able to cancel any order I made online right after I made the order. So, I tried ordering again.

As I was ordering the book a second time, the page froze. It didn't unfreeze after I patiently waited one minute. It didn't unfreeze after two minutes. Nor three minutes. Nor four. Nor five. After over five minutes of the page being frozen, I had no choice but to refresh the page and start over. Oh, and just so you know, I have 30 mb internet service, with no viruses or malware; and all my drivers and stuff like adobe and java have been updated to their latest versions.

Guess what? I ended up with three freaking orders, when I only wanted one copy of the book. I sat there for another 30 minutes refreshing the order status page on the barnes and noble website, but my orders would not appear there, although two of the orders ended up posting on my bank account. There was no way to contact barnes and noble either. It was 2am, and the chat room and 1-800 toll free number were down until around 9am. The only way that I could get a hold of barnes and noble was to email them. I sent them one email after another, each with a detailed description of the problem, and they were all returned to me with a simple, "we regret that we are unable to complete your request because your order has entered the shipping process or has already shipped. We apologize for any inconvenience. " mind you, this is 30 to 60 minutes after I had made the order, around 2:00 am in the morning.

I wanted to cancel these orders badly, and ended up losing a lot of sleep over it. I stayed up for 8 more hours through all hours of the night, refreshing that order status page continuously over and over for those 8 hours. I tried deleting the cookies. I tried using other internet browsers. But those orders never appeared on the order status page until around 9:30am or 10:30 am, eight to nine hours after I had made the orders. The funny thing is that the timestamp on the orders appeared as 2:30am. Completely bogus. That is my major peeve with barnes and noble. That order status page should have been updated immediately with an option to cancel the orders. Businesses like walmart and target have theirs update within seconds.In order for barnes and noble to compare themselves in quality with these huge department stores, their page shouldn't take longer than 5 minutes to update, yet it took 9 hours for me to see my purchases on their page.

I did end up calling them at 9am to discuss these orders, but they told me that I could not cancel them even though they had not shipped or left the warehouse yet. They told me to just tell the ups guy to send them back, and I would be credited the amount on my credit card once they received their books back. Of course when the ups guy got here, he just left them on the floor next to the mailboxes inside my building. I received all three books on november 12, 2012, ten days after I ordered them. I drove 45 minutes to sioux falls, so I could took them back to barnes and noble; where I had to deal with a loose cannon, neurotic, female manager with an attitude who made a lot of mistakes, before I was able to get most of my money back. However, each book cost me $26.48, and I was only refunded $22 back for each book. That was an approximate $9 loss total. I'm not too happy with that because I am disabled and on a limited income. I do not drink, smoke cigarettes, or do drugs; and I do not have the money to waste like other people do. That's why I try to make every single dollar count, and I feel irked as hell because of those 9 dollars that went to waste.

In order for barnes and noble to meet my expectations of what a business should be like, they would need to do certain things. 1. ) fix their damn site so that the order status page reflects online purchases right away, or at least within 5 minutes. 2. ) make it so that consumers can cancel their orders within a reasonable amount of time. If the orders were to appear on the order status page right away, 30 to 60 minutes should be enough. 3. ) when customers are pouring their hearts out in emails to your customer service, don't reply with short automated messages that do nothing for the consumer experience. And 4. ) don't make consumers pay the cost for your mistakes. I should not have had to pay that extra $9 for your [censored]ty website ordering experience. You should be paying me for this valuable feedback.

iv ben filling out applacations every month some times two a month for two years and finaly spoak to the mannager in and he said that he is wating for some man to loose his job as a teacher at the university of alabama and he would higher him back at barns and nobles he said that he asks his friends if they wont a job and they hive him a stack of applacations and highers them what about me thats not right

A couple of years ago I was visiting a Borders Book Store, but luckily it wasn't the Borders I usually visit because on this occasion I was forced to endure some terrible customer service which has forced me to write a letter of complaint to company headquarters.

From time to time I enjoy going into bookstores and looking at different cookbooks. On this particular occasion, I had about a stack of about 4 or 5 cookbooks and went to take a seat to go over them and see which ones I may be interested in purchasing.

I sat down in one of their sitting areas with other readers and began going through the different cookbooks. Whenever I look through cookbooks I may be interested in purchasing, I mark different recipes I may be interested in or unusual ingredients that may require a special trip to the supermarket by underlining them with whatever pen I have in my purse.

Well, this is what I was doing on this particular day as I have done many times in my regular Borders location. I had gone through 2 books and was going over the third when I noticed a group of three male employees huddled together about 30 feet away and glancing in my direction. At this point, I paid no attention and continued marking the recipes I would like. Eventually, one of them approached me with the other two close behind and I asked me if I planned on purchasing that book. Perturbed, my reply was "I haven't made up my mind on that yet, if you don't mind". To which his reply was something along the lines of "well, uh, we don't, uh, really allow highlighting until after books are purchased". I couldn't believe this. After rolling my eyes (at least in my mind), I first explained to this nitwit that I wasn't highlighting, but simply marking certain recipes and ingredients that would require special attention if I should purchase the book and second that I had done this on many occasions previously in another Borders store.

At this point, one of the other two male employees went and filled in a manager who had overheard the conversation. Perhaps I was a bit loud in explaining to the employee my position, but surely this sort of treatment warranted such a reaction. The manager approached and the situation was once again explained. He suggested after flipping through the book that I should purchase it. I scoffed and flat out refused due to his and his employees treatment towards me and interrupting my shopping experience. When I asked why I was being harassed when this behavior is apparently perfectly acceptable in other Borders, his reply was "I guarantee you its only because they haven't noticed you doing it". This was the final straw. I told him that he doesn't guarantee me anything and that I would under no circumstances be purchasing this book or any other at this Borders location and I suggested that he reimburse me for this trouble and their harassment with a gift certificate to be used at ANY Borders. At this point the manager asked me to leave, which I did but not without first promising to write a letter to the corporate headquarters.

Well, I kept my promise and have used the $40 gift certificate they mailed at my regular Borders where I am not subjected to such disrespect.

I got angry with the employees at barnes and noble I cussed them out. I went to store to use the pick me up program. I got the conformation email. I went to store they have books. I told they lady I reserved them. I saw on my account my name was in red! The employee stated dont leave store and ran off. Suddenly the manger was there with my books and said to me" mr hillis we suggest that you purchase the books elseware! I was very mad at this point! I asked why and she siad becuase of phone equitete over something I did a year ago! I was told they would order book for anymore! A couple of months ago I went back just browse! The manage saw me! Immedilaty went out of store but before I got there he kept saying ryan ryan you know you not alowed in this store! If you come back we will call police! I am a paying costumer ! I now have to have friends go there and get books for me! The mangers there all jerks