Barnes & Noble

Linda of Estacada, OR November 15, 2009

Entered an online order for a CD. I got an email that told me it would be backordered. I told them to keep trying. 6 weeks after the expected ship date it was still not shipped. I went into my account online, accessed the order and chose the Cancel option but received an email telling me that the order was either shipped or in the process of being shipped. 5 business days later I had received no email notification of shipment so I called by telephone. I was told that the item I had on order was not yet available and had not shipped but I could not Cancel it. However, they would make sure it would be shipped to their warehouse rather than my shipping address and that my account would not be charged if the item actually was received by Barnes and Noble. But my credit card would remain with a hold on it for the cost of the order. Previous cancellations were always accepted by the Barnes and Noble system if the option was shown as available online, however they have changed their programming to not allow any cancellations.

Marco of pharr, TX November 2, 2009

I ordered a couple of books from the B&N online store. I waited and tracked the order but when I noticed, it showed as "delivered" on August the 11th and signed by someone called Zavala at the "dock" on the UPS webpage. I tried to contact customer service from the web page: no response except for the e-mail telling me I will be contacted within 24hrs. Then I called customer service. They said they had to investigate with the carrier.

Days after, I received a phone call from UPS! But I never ask for their services! B&N did! Well, I was interrogated and this was the second time I was told the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th. They assure they will contact B&N to send the product again since I did not received it the first time. I was happy then.

A week after (8 weeks after I placed my order) I called B&N again and I heard one more time that the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th. I said I had complained about it and that I had not received the books. They could not solve my issue then, told me they will contact me soon.

A day after I received an e-mail telling me... guess what, yes!, that the package was delivered at the "dock" and signed by someone called "Zavala" on August the 11th, and for that reason they will not make any refund or another delivery. End of the story. The order was only for 24 dls! Now you all know how much a customer worth for Barnes & Noble.

Dianna of Williamsburg, VA August 18, 2009

I placed an order for a gift to my sister in another state. My two gift options were not available for gift wrapping. I tried to create a gift card but no option was available. I did not want the "payment" information included with the gift so I called Barnes and Noble customer service. The employee told me that I would have to place the order and then call within an hour to have the shipping information and prices taken off the order. I called in an hour but an employee told me that their website was slow and to call back in another 2 or 3 hours. I got online and wrote "feedback" to my order NOT to including prices with my order as it was a gift. I called Barnes and Noble 1-800-THE BOOK after several hours but was told by the employee that their website was slow and to call back in 7 hours. They assured me that I would have 24 hours to take off the pricing information since it was a gift.

I called after the 7 hours. They still could not get to my order and told me to write to customer service, (which I had already done), so she assured me that everything would be okay. I took the precaution of writing a second letter to notify them of my request and to please get back with me to let me know that had been done. This morning I got an email that my order was being shipped and to notify them of any changes. I, immediately, called customer service at 1-800-THE BOOK, again. The employee told me that unfortunately the order had been shipped and the changes were not made. The prices were included with the order!

I asked to talk to a supervisor. She stated she was sorry and they could offer me a 5.00 gift certificate. I refused and wanted a corporate office number. She gave me one. I've called several times. No one answers, nor returns my calls. I am really upset at this situation. I will NEVER order a gift off of Barnes and Noble online again! I am humiliated that gifts were sent with the prices AND that customers are denied satisfaction with these kinds of situations. I did everything within my power to take off the prices and was assured this would be done. Then was denied the promises.

Dr. of Suffolk, VA April 3, 2009

Dr. of Suffolk VA (04/03/09)
I made an online order and received a ship date of August 4, 2009, when I placed the order April 2, 2009. That's ridiculous. So, I called to cancel the order and take my business to Amazon. The lady said that the shipping date listed on my account was a mistake and that my order would ship next week. I was so tweaked about the entire BN experience that I just wanted to cancel the entire thing. She said no. I asked her, If my order isn't shipping until next week, why can't I cancel it since it hasn't left the warehouse? She said, Oh, that's company policy.

That's ridiculous! I should have the right to cancel, if the order has not shipped. I will NEVER do business with Barnes and Noble again! I want my money back! There should be a class action lawsuit against BN for their policies. They are bad business practices! 165

James of Kampala, OTHER March 7, 2009

James of Kampala OTHER (03/07/09)
I have ordered to date over eight items from barnes and noble online of which only four have ever reached me!! I have spent days writing emails to clueless wonders and short of paying for international express, there is no way of guaranteeing delivery. lately i have found that even that is not guaranteed as though i paid 47 for shipping,they still used brokers worldwide which has to date LOST ALL ORDERS SHIPPED TO ME FROM B&N!!!

In refunds i have lost from 5 to 10 in charges when the money is credited to my account. Over the month or so it takes to refund i have lost value on that money. The last order is for textbooks i need now not later so my efforts towards career improvement are somewhat on hold WHICH IS HURTING ME FINANCIALLY SINCE I HAV ALREADY STARTED THE COURSE FOR WHICH I NEED THE BOOKS!!!

Katie of Escondido, CA March 4, 2009

Katie of Escondido CA (03/04/09)
Return was good with receipt and under 30 days. Manager would NOT take my return, and refused to do so. She accused me of stealing-even though I had a receipt. Also, the Starbucks drinks (they are overcharging on prices) and the environment is not clean. Health and Human Agency should come and do an inspection because they have food all over the counter, floors aren't swept, dirty cups, spoiled milk, rotten milk, rotten food,

Mary of Pleasanton, CA January 21, 2009

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