"Hopeless.... Their ability to process and ship an order is less than acceptable. I will not try again after two consecutive Christmases having them promise the order would arrive in time, then not even shipping the order before the 25th. Doesn't matter who you speak with there, all promise, no follow through."
"I ordered over $100 worth of cd's from barnes and Noble on December 2nd. Of all which said were stated to be "in Stock". And also stated "Normally ship within 24 hours" Well it is now December 18th and still nothing. My order is schedulled to ship on December 22nd. These were supposed to be Christmas Gifts. What happend to them being 'IN STOCK" If they were " in Stock' I would have them by now. Actually I got one of them. I got a used one sent by one of their third party sellers through Amazon. When I buy from an actuall store I would of expected new items not used. Then another one of my items got cancelled because they do not have it and will never have it because no one has it. It is too rare as I found out upon further research. IF YOU DON"T HAVE IT DONT PUT THAT IT IS "IN STOCK" So people are not mislead in to beleiving otherwise. People are purchasing things assuming they will have it sooner. They told me well you put down the cheapest shipping available. so they blamed me. Well yeah I did but down their standard shipping, however, I also assumed that based on the fact that all the items were "in STock" as their website stated. If it stated that they didn't have items I would have chose "ship them as they are available" and paid they higher shipping. THey said they would change the shipping method for me and I would get an email update in 24 hours well 48 hours later and still no email. I call them back the day after that and they blame me again for picking the wrong shipping. And state they will upgrade my shipping for free. Well we will see if I get these prior to Christmas eve. I am not counting on it. I will never buy from them again on line. I may never buy from them again in the store unless I have to. "
"The possible clerical errors are because I do not speak English!
I am Brazilian, and bought the book "Prince Lestat" the author Anne Rice, pre sale as would autographed and in my country has not forecast the launch, however the book did not come to me, exceeded the deadline and I went into contact the store that only apologized for what happened, offered money back, but not explained to me what happened to my book, I really want this book, because as I live in Brazil, would be unable to get an autograph personally, I I contacted the Brazilian delivery service and they asked me a tracking code to find my order, but the store said the delivery method that chose not to offer me tracking code, so I asked some data by which to locate the my request, but since they do not respond anymore, the chat site does not work and to call option is not favorable is because I do not speak English fluently, only read and write a little, my hands are tied, I was wondering if the product was lost in my country for so I could pursue legal action against the Brazilian shipping company, but without the data I am helpless, I need help to solve, understand that the blame can not be total store but they need to help me to go after the guilty!
PS: I have not received the refund and or the information of how to get paid!"
"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:
I was ordering three copies of the same book, to be sent to three different people. Each book ships for free. However, there's no provision for entering multiple shipping addresses when placing an order online. That means that B&N's system requires me to place three separate orders, each under $75 and ineligible for the $10 off promotion.
Other retailers would have acknowledged the issue and offered to credit my account post-transaction. B&N Customer Service refused any accomodation, even making it sound like the issue was my fault, despite being caused by their ordering system. Their only solution was to place one order, shipping the books to me. Sure, I'd get the $10 promotion, but I'd then have to spend far more than that to ship the books to the recipients.
I will not do business with B&N in the future. (I wouldn't even have shopped with them today if enough copies of the book had been in stock elsewhere.) They aren't concerned with fairness or customer satisfaction."
"Been a customer of B&N (online) for five or six years and until earlier this month, they would have gotten themselves a 5 star rating but that was because I never had to go through their customer service.
Since then, I've glimpsed into how they run their business online and it didn't look good at all.
I can accept that it's currently the holidays and their website is probably being stressed but my last two orders have been screwed up majorly. The first order went for a bit under a hundred dollars of books and all went well until I reviewed the order from the e-mail they sent me. In it, I saw that I was being sent one of the book I ordered, twice, but none of the others. Quickly, I contact them to cancel the order and got a no-can-do from them. Apparently, even if the canceling invoice follow the order by 20 minutes, it cannot be cancelled so I'm about to get a two identical books and nothing of the rest I've ordered.
I gave them the benefit of the doubt and tried to order all the rest that I'm missing (plus a few other items for gifts (and one of their buy two get one free deal)). Same thing pretty much happened again when I reviewed the order AFTER the checkout (I made sure the order was correct) I saw that it was different. I'm missing five books and one book that I had removed from my shopping bag prior to even start the checkout process was now included in the order I was being shipped.
So now, I'm waiting for two sets of books that should get around later this week or the next and neither are what I was trying to get. I just don't understand how you can proceed through a checkout process, see that your item list include an item set A and cost B amount and when you review the order after it has been billed you see that the order list is C and costs you D amount of cash."
"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.
On the 24th I receive the replacement - the same incorrect item. The CS rep told me to return the item again and that they'll just give me a refund, because they have no way of communicating to the returns department that they keep sending the wrong item. Even the first time they either didn't communicate that they sent the wrong item, or the returns department didn't read the memo. If someone wants a replacement for a wrong item, why would you send the same one? It's just common sense. Or how about actually reading the name of the item that's being requested?
They said I can try ordering the item again "for my convenience". LOL! For my convenience I'll be ordering from Amazon, which I knew I should have done in the first place but it was cheaper at B&N. Never again will I order from them, and I've ordered from them for years. At least Amazon would have offered me a discount or coupon for the inconvenience, or told me to keep the wrong item, sent me the correct for free, etc. Plus I would have had the correct item weeks ago."
"Barnes and Noble has absolutely NO customer service. They continuously show me why I buy books from any other place on the planet. Their textbook rentals are a joke. STAY AWAY!"
"Since July, 2014 I have used B&N's book rental service more than once and each time, I have had a most pleasant experience. When I needed assistance, customer service was there to help, making sure to address all of my concerns. Customer service is excellent, waiting time is short, and the "used" books are in excellent condition. I highly recommend this service, but try to determine whether you want to buy or rent the book beforehand or ask about prices in case you want to purchase the book in the end."
"Brought my friend's two year old son into the store with a cart so he wouldn't run all over the store. Immediately was told by a Barnes and Noble employee that no carts were allowed in the store. No compassion shown for costumers with kids. Couldn't shop in fear of child running around and ripping up books. Very disappointed in the store that doesn't allow carts for kids to sit in at least. Will take my business else where now. "
"I was awaiting for this book to release from a long time. I did pre-order it from barnes and nobles and I had the worst experience ever. The shipping was delayed by a week. I wanted to gift it someone on his birthday so it was late for me and I ordered it from somewhere. I wanted to cancel my order and I tried to do it in every way possible. I cancelled it using their online "Cancel" option, spoke with 3 different customer representatives to get it cancelled and everyone promised that we have submitted your request for cancellation. I did send them an email too to cancel the item but and after spending so much time and energy following up with these guys they shipped my order. It’s the worst experience ever I had for shopping online so beware of shopping with barnes and nobles online."
"I read an excellent book by Kevin Elliott thank you keep up the good work"
"I ordered a textbook online in the middle of JUNE, and I was given an estimate time of about a week/10 days for it to arrive. I was going to travel in the middle of july, so as the book didn't arrive, I canceled the order. Fortunately, they replied me promptly and politely, and returned my money. Now, in november, guess what just arrived? The book I ordered.. 5 months late?"
"wow, they have just about every book you can think of. I needed a book for school which was very last minutes and Barnes and nobles was the only place that had it and had a very fast delivery option. Boy am I so happy to have used them for purchasing my book."
"Kathy at B&N Highland Village was very rude! My mom paid for a Galaxy tab4 and waranty online. After getting a missleading e-mail and calling the srore about picking it up. I went there to pick it up she told me I had to pay for it and called my mom to see if she really paid for it. Then made me pay for it over250.00 with everything plus cover. My son and I just renewed membership. This does not make me want to shop there anymore and am thinking of returning everything! I have spent a lot of $ there and have never left with less than 3 books. "
"was double charged for online purchase. rude customer service when contacting them asking for resolution. now i must seek legal action. BUYER BEWARE!"