" I usually order all my books from Amazon. I decided to give Barnes & Noble a shot figuring it might be a better or at least equivalent supplier. I ordered one book on April 5. The next day I checked B&N.com and the order was marked as shipped on April 5. I found this a little strange since I had not received a "Shipped" email from B&N with a tracking number, a standard procedure followed by Amazon. After a few days I contacted B&N and it was then I learned the book was being sold through a reseller. Not really a big deal in my view, but I specifically remember the B&N web site stating the order was being fulfilled by B&N.com, not a reseller. I then contacted the reseller and asked for the tracking number. A few emails later I was told the book had been shipped on April 11 (6 days after B&N indicated it had shipped) and they would "try to find the slip" with the tracking number. I did eventually get the book.
Today (May 7) I received an email from B&N asking that I assess the reseller and B&N provided a link to the web page. I clicked on the link and it did not work. Also according the B&N.com, I have no orders placed in the last 6 months so can not leave a review.
I don't know whether the error in the shipping date and lack of a tracking number is an issue with B&N or the reseller. If B&N has no way of ensuring timely shipment of orders or doesn't somehow track their resellers' shipping, that's Strike 1 for B&N. If B&N sends me a link to review a reseller and the link doesn't work 8 hours later - Strike 2. The fact that B&N can't tell me that I placed an order 30 days ago because somehow they've lost track - Strike 3.
Sorry B&N , you failed miserably both in customer satisfaction and expectation setting. "
"I order a mtg dimir guild kit in store and paid for it. They ended up putting on the floor and sold it. That's what the employee that put it on the floor told me. They looked all over for it just to be sure and couldn't find it. Get a call a few hours later saying they found it. I went up there and they try to get me a different guild kit, not the one I order. They tried to say that's the one order. I demanded my money back. They sold the one I ordered and tried to pawn something else on me saying that's what I ordered to covered their ****"
"I JUST purchased 2 used books from Barnes & Noble online. They were $1.99 each. Initially, I hadn't intended to order 2 books. I ended up placing a separate order for each book. Free shipping wasn't available unless I spent $35 per order. I was charged $5 for shipping for each order. So I paid $3.98 for 2 books plus $10 to have them both shipped. That's just silly... I contacted customer service to request a cancellation of both orders. I explained my case & stated that I would like to go into a local store to make a larger purchase & "check out" a few books. They were only able to cancel 1 of my orders. The orders were placed 12 (Yes- 12) minutes apart. I went on to explain that I had been trying to figure out how to cancel the order myself online for quite some time. Both of my purchases were made within a half hour before I resulted to actually calling customer service. I'm thoroughly disguisted. I will never do any kind of business with Barnes & Noble again. "
"The customer service might as well not exist, because they either do not bother to answer your concerns, or they will take their sweet time and then get back to you with some very unhelpful response. Their live chat is no better, and every time I reach out for help, it's the same canned responses they are trained to give. I regret ever doing business with these guys "
"my daughter and I ordered 2 textbooks online on Jan 6th that she needed for a 3 week winter college class. we choose the fastest shipping available so it would arrive by the 10th on the 13th we tried to track the order and couldnt. we tried to call and after being on hold for over 35 min the first time got no help, but was told the order was cancelled. we tried to find out why and the person was no help. we called back and had to wait on hold now 47 min to now be told the order was canceled on their end 3 hours after we had placed the order BUT we were never notified about it. NO PHONE CALL OR EMAIL...we did get the email confirming our order though. so now its the middle of the college class, my daughter still doesnt have the books her GPA is going to be ruined which puts her scholarship in jeopardy and Barnes and nobles wont help us at all. we ordered a back up book from AMAZON which is due in later today ( PRAYING) but barnes and nobles should be ashamed of themselves....and if my daughter doesnt pass because of their error i will get a lawyer "
" I've been going to Barnes & Noble in Fort Lauderdale for many years. I'm a book lover and the store has an adequate stock of books I like and authors I like however the customer service is very poor and one must wait in a very long line to get a question answered. I recently had a book ordered for me from an Australian author and it arrived at the store apparently in early December. I waited till the latter part of December to check on it and I was told that it was no longer available. I was told that Barnes & Noble sent me an email to advise that it had arrived. I rarely check my email and after shopping at Barnes and Noble for many years in Fort Lauderdale, I should have been given a courtesy call to advise that the book had arrived. Had that happened, I would have driven immediately to the store to retrieve and pay for my book. Very, very disappointing after having spent a lot of money through the years at the store. No real apology from the manager, and no real resolution offered. Very disappointing for a store that could be going out of business. They should be loyal to the customers that have been loyal to them."
"I ordered a book on 12/08/18 and still have not received it. It had a promise to be delivered by 12/25/18 which I assumed could not be correct and also assumed it would be here before. On 12/26/18 I called Barnes and Nobile customer service and he advised that it is promised by the 31 which made no sense because I ordered it on the 8th of December and had not received an email with the updated delivery date. John was very non-shalant and while he did apologize it was not heartfelt at all. I think it is bad business and I am not happy about the service."
"Barnes and Noble is a solid store. The ones i frequent in canton and farmington, ct have had nice sales people. When i’ve bought things online the process has been smooth and timely. I’d give them five stars, but their in-store selection can be somewhat limited. Especially in the sci-fi and fantasy sections where i do most of my shopping. "
"I have been a Barnes and Noble customer for years and never had any problems, I now do all my ordering online and they always have a great selection of books to chose from at fair prices plus I always get free shipping.
My order always arrives fast and is packaged securely. I am a loyal customer of Barnes and Noble. If I had to write one (1) negative thing I would say that I do wish they would like shrink wrap or seal the new books in some way so if gifting recipients know the book is new. I know their new but it would just look nicer if sealed in some way. Bottom line I love shopping online at barnes and noble.com "
"I repeatedly tried to purchase an item through Barnes and Noble website but, each time I got to the checkout, it cleared the cart before I could make the purchase and it would force me to sign in repeatedly.
I closed out and tried again and again...until out of frustration, I gave up and called the local B/N, to see if I could buy it over the phone. The woman there tried to help but cautioned me that the item would cost more this way as they could not match their own online price....bad.
So I then called the toll free number and after waiting for over 15 min. the person there was able to complete the transaction.
I did ask to speak to a supervisor about the experience on the site but he put me on hold for over 10 mi. before coming back to give me the bad news that I would have to wait an additional 30 minutes before speaking with a supervisor. Are there that many complaints that a supervisor can't be found for that long? Really.
I am on hold as I write this ...now more than 50min... and am very unhappy with the way B/N treats their customers.
I want to hang in there to at least give them my feedback but it is now nearly an hour on hold so I'm ready to give up.
As soon as I spend the last of this gift card I will be done shopping at B/N for good."
"We have never been disappointed. The only store I will purchase my reading material. "
"B&N uses a contract courier that hires illiterate people. Of course I didn't get my order. Customer no-service was worthless and because the first delivery didn't work, offered to do the same thing again. Doing the same thing over and over, expecting different results is insanity defined. No books, no refund, go elsewhere if you want your order.
Some day, it might show up"
"I never do online reviews but... I received a Barnes and Noble gift card and attempted to use it online for a store pickup in Peoria Arizona. The website wanted my name and email which I preferred not to disclose due to prior spamming problems with them from a previous purchase. The Website offered a 15% discount but When I contacted customer service I was told I must disclose my name and email. Contacted the store directly, spoke to a manager who was completely disinterested and said that is the way things are, was completely unsympathetic and offered no resolution to my concerns. Do not do business with Barnes and Noble. This is why they have a 1 star rating."
"I placed an order for a Calculus textbook for my son on a Tuesday. The same day I got an email that the book had shipped. Which turned out to be a total hallucination on someone's part. On Friday, I got an email that said I was getting a refund. I emailed: why? Answer: unknown. Perhaps the book was damaged and so they didn't ship it. Or perhaps the correct book wasn't on the shelf when they went to ship it. No one knows. The seller was actually Hippo Books, selling through B&N Marketplace. At any rate, I had to reorder the book elsewhere, so my son didn't have his textbook for the first two weeks of school. I was very irritated and will not order from Hippo Books or Barnes & Noble again. And I suggest that you don't, either. "
"I would not recommend purchasing any school books from b&n and I will never purchase another school book from b&n. I ordered a school book from b&n on Aug. 8th, 2+ weeks before I needed it and come to find out that it is going to take a month or so to get they claim Sept. 5th. I have called twice and I was told by a manager that it was in stock at their warehouse in NJ or NY (Don't remember) and that it should ship well before the Sept. 5th, but she could not guarantee it. I have since then text chatted twice and was told there is nothing they can do for me at all. I saw a news report that b&n is teaming up with google to try to compete with Amazon; that's a joke! b&n will never compete with Amazon with this kind of lead time. "