"I have been a long time purchaser from B&N and the experience had been excellent, to put it mildly. In fact in their effort to keep customers happy sometimes they had acted too fast. Once when the shipment was delayed, and I asked to check, they went as far as to refund it (it was prepaid) and then to my shock the shipment did arrive after just a few days. Well the repayment had to be done, which they took care of (without bothering me), by cancelling the cancellation. That type of responsiveness I have seen only from a few sellers, in fact only two. I wish others learn from them."
"Mostly use for ebooks, and their selection is very good and comparably priced to places like Amazon. On the rare occasion I've ordered a book from their site it has always shipped in a reasonable amount of time with no problems."
"HORRIBLE! I ordered a book from them on August 24th, and today is not September 8th and the book still has not shipped out. Barnes and Noble CLAIM that the warehouse did not have this item in stock however they offered no clear solution to the issue, nor would they agree to cancelling the order. B&N reported that they would ship the book to my home regardless and that I could immediately return the book, only then would they issue a refund. I am 3 weeks into graduate school and I am still without a book. Please steer clear of them and save yourself the headache. As a side note, none of the customer service agents are able to effectively communicate in English. "
"On 7/27/2017 I ordered from Barnes & Noble a Blade Runner 30th Anniversary 3-disc Blu-ray with an origami unicorn pictured on the case (I mention this because it's an easy way to identify what I ordered and what I received and it's pertinent). On 8/2 I received from them a Blade Runner 30th Anniversary 1-disc Blu-ray with a montage painting on the cover with Harrison Ford's portrait as the primary image. I contacted Barnes & Noble customer service to alert them of the issue and was told to return the item to them and "If you would like to order the correct item, you can place a new order at www.bn.com". This was unacceptable and I contacted them to let them know. I already ordered the correct item and if they didn't want to take the time to correct THEIR mistake, I would order the item elsewhere instead of wasting any more time with them and being further inconvenienced, in addition to needing to return the item because they shipped the wrong one. The next response agreed to ship me a replacement and to issue a return label for the original disc. I agreed with the offer and requested that if they were going to send a replacement to please be certain to send the 3-disc version (which is what I ordered and paid for) and I told them it was identifiable by the cover difference I mentioned above. On 8/5 B&N shipped a replacement which arrived on 8/9 and was again not the item I ordered. I contacted them yet again and let them know I received this time the 1-disc Final Cut version of the movie with the same cover art as the first disc they sent me, NOT the 3-disc version with the origami unicorn on the cover.
On 8/10 I received the following response: "We have reviewed your order and found that the item you ordered is the item you received with a UPC code of 0883929146697 at a cost of $12.30. The item you are requesting has a UPC code of 0883929255450 and sells for $13.99. You may keep the tem (sic) received or return it for a refund and order the correct item."
Why would I choose to keep the WRONG items they shipped me??? It turns out B&N changed the item listing after I contacted them following the second item being the wrong disc. I was monitoring the listing because I was suspicious of them and when the second disc arrived the listing still showed the 3-disc version with the unicorn on the cover. I was very conscious of which version I ordered and even printed a screenshot when I placed the order that shows the 3-disc version and the price of $12.30, plus I ALREADY OWN THE OTHER VERSION...why would I order it again? I submitted to them a picture of the screenshot to prove which item I paid for and expressed my dissatisfaction with the whole experience and their poor customer service, not to mention the fact that they would go so far as to not only refuse to honor my purchase, but to also change the website to correct a listing error (or for whatever other deceitful reason) and on top of it to refuse to honor my purchase AFTER agreeing it was their mistake and even sending a replacement (albeit an incorrect replacement). My time and the inconvenience of this whole situation is worth something, but they can't even be bothered to make the situation right. In fact, they refused to acknowledge my last contact to them and I now have two incorrect items to return and I still don't have what I paid for weeks ago when this all began.
Unbelievable.
Never again!"
"Over 3 weeks to get a book. I would have never ordered it if I knew it would be almost a month!
VERY POOR SERVICE. I STILL DO NOT HAVE THE BOOK!"
"Recently, I was made aware of a promotional code for beats headphones. Upon receiving my order confirmation I was made aware that my order was invalid due to me not also buying a mac computer. I find it extremely irresponsible for a company to give out a singular promotional code upon ordering a mac computer, if a company is offering a promotional code it is the responsibility of THE COMPANY, not the consumer to be given an understanding of what that promotional code is to be used for, or to offer a unique promotional code per Mac computer consumer, rather then foolishly offering a one size fits all promotional code that consumers may use. It's highly upsetting to me that a company valued at over a billion dollars could be so irresponsible to their consumers. As a result I will never shop at Barnes and Noble again, tell everyone I know not to buy from such a duplicitous company, and may take further action if needed."
"The stores are very nice, but do not order from their website. It's far more trouble than it's worth. In my experience if you receive something damaged and send it back, good job. They just got your book AND your money. Was lied to multiple times by their staff about a refund, saying they refunded me. 3-4 days later I go and check, nothing. (take note I used a gift card. this supposedly should process in 24 hours) And then the next person comes back and says there was never a refund issued. This little pattern has happened twice in a row. If Barnes And Noble sees this, if they fix the issue, I will update this review. Otherwise, my recommendation is that you don't do business with them. Their customer service is a joke and will lie to you just to get you off the phone or chat room. Oh by the way, I record any call I make for quality assurance purposes as well! How about that. If this wasn't a gift card I would have just disputed the charge with my credit card holder instead. Don't believe this review and prefer to throw your money in the trash? Then go right ahead.
UPDATE: I received a replacement book in the mail. Still does not change the fact that I was lied to multiple times by Barnes And Noble staff. Simple communication from both Barnes & Noble and the marketplace seller could have avoided all this. "
"I am an Amazon customer. I need a book for class faster than what Amazon could get it to me. I found the book on Barnes & Noble and paid extra for expedited service. I waited for days and called customer service to inquire about a refund on the expidited service. A supervisor explained me that it was from the marketplace seller, and she would need to reach out to them. I was very clear that I still needed the book, and she said that the book should still arrive in a couple of days at the latest. I waited the prescribed time and called back to find out that the seller completely cancelled the order and intercepted the book. I should have read the numerous complaints lodged against B&N and should have stuck with Amazon. I've never had any problems with their customer service even when the mistake was my fault (I double ordered a book once: full refund). BUYER BEWARE!"
"My nephew and avid cookie eater would love it the book I just ordered, "The Duckling Gets a Cookie!?" B&N has so many purchase options and prices."
"First order made in 2015 book was not received on date expected. Attempted to give them another chance and rented a book again in 2017 for school that stated had the mathlabs even paid more to get the mathlabs. Received book without mathlabs and when I called customer service apparently even though I paid extra for the mathlabs they are not "Guaranteed" and to add insult to injury when returning their falsely advertised product I had to pay a $5 dollar restock fee for something that was not even my fault. Gave 1 star because I could not leave it blank or I would have preferred to have given 0."
"I don't appreciate that your starbucks does not take the rewards cards. Just because it's owned by Barnes & Noble does not mean they can not take the card. I'd appreciate it if you guys do. "
"Finally arrived. I thought the day would never come after reading all these review"
"This was my 1st time ordering from BN and they sent me one wrong item. They told me over the phone that they're sorry, they will send a replacement and that I need to return their $9 item to a UPS store - which is a 30 minute drive each way!!! They have no option to return via USPS. I told them this beat the purpose of ordering online if I have to take 1 hour out of my day to return a $9 notebook. They told me to return it to a store instead or PAY FOR SHIPPING OUT MY POCKET. WHAT???? This company is out of their mind. In this day and age? Seriously? You mess up and I have to pay or waste my item returning an order you messed up?? I will NEVER buy from BN online again. So glad I didn't buy their membership!"
"Barnes and Noble is AWFUL. I paid for a membership that includes express shipping and they shipped it via the slowest method possible. Customer service was extremely unhelpful. I spend a lot of money on books and the like, it will the LAST TIME I spend money at Barnes and Noble. "
"If you wanna buy from them, be ready to go through a lot of pain and hassle! If you wanna change something after buying, forget about it!"