Complain about a product or service

Barnes & Noble

Wenoka of Bakersfield CA (03/06/08)
I ordered a Century Accounting Text book and paid for Priority Delivery in 2 - 3 bus. days, and the item did not come. When I called to see what happened to my order the customer service rep. told me that even though the payment page says priority delivers in 2-3 days, it actually comes in 5-7 days. If that's the case, why even pay the extra for priority if you aren't going to get it with in a week anyway? If I had known that was how it worked I could have saved $5.00.

I didn't have my text book to do my homework for the first week. It caused me to be behind in my work.

Jason of New York NY (11/02/07)
On Tuesday the 16th of October I was approached by Officer Rabbasa of the 1st precinct in the Childrens section of the 86th street Barnes & Noble between 6:30pm & 7:00pm. He was called to me by the manager of the childrens department, Irene B.

He questioned me as to my reason for being in the childrens section in a very confrontational manner acting like I knew what he was talking about. Asking that why of all the sections in the bookstore I choose the childrens section. He told me if i was not buying anything or there with my own child that I need to leave that section. He mentioned that it was not only his opinion but that this was brought to his attention by the manager, Irene B. He said he was only doing what the manager told him to do.

He stared at me uncomfortably with his radio in his hand as people watched. He kept pursuing the fact that I shouldnt be there as I stood confused, embarrassed and shocked. I become very nervous and scared and he made me feel very ashamed, saying things like - 'C'mon, nobody comes to the kids section to look at books, you know what im talkin about', suggesting i'm a pedophile.

I felt like crying for those implications and was certainly sweating and blushing and very confused and scared. Im embarrassed just writing this.

I eventually asked for the manager of the childrens section feeling demonized and violated. They said she had already left for the day. He also made the security guard aware of me to keep an eye on me. I left that section feeling watched, ashamed , embarrassed, scared, and I feel nervous very often now.

I explained to him that I didnt understand and that I was confused and my reasons for being there. I always come to the childrens section of Barnes & Noble to look at the illustrations. I collect childrens books and would like to publish my own some day. I dont think this is strange being that i'm an artist. Even if I were not an artist it hurts me to have to be made to feel like a pedophile for shopping. There were no children near me at anytime that I was aware of. I was not aware of much because I was listening to my IPOD. Any inconsistancies in my story should be varified by the cameras recording of that section on that day at that time.

Sindy of Bronx NY (09/20/07)
I bought a used economics book for $91.00 on September 7th. The book I bought was not needed for the class and I was busy so I couldnt return right away. Since the receipt states, Within 14 days of purchase a full refund at original tender with a Barnes & Nobles I decided to go on the 19th of September. When I gave it to the cashier she spoke to the manager and told me that I couldn't return it since it was a textbook and they could only be returned within 7 days. But nowhere in the receipt did it state this that is why I did not go earlier. She told me I couldn't do anything and then she said my only option was to sell it. I needed the money to buy other books so I sold it but they only gave me $35.00 for it. This is false policy and I need the other $56 dollars since I was counting on the full $91 to buy another book.

I could not buy the other book I need for my class in school because I was counting on the money

Bob of Shresbury MA (12/10/05)
Over a week ago, ordered on line a nice set of Friends 10 seasons in one collection. I also then purchased a discount card (to defray the cost of DVDs (which offered a significant discount if card purchased along with DVD. I then ordered two other smaller DVD sets. Today, B7N notifies me they oversold the Friends set (after sending me the discount card and charging my account).

I had to be very forceful to get then to finally authorize cancellation of all orders (including discount card) This Bait and Switch tactic must be being worked on a large number of folks who also ordered that non-deliverable DVD set

No gift for Navy deployed daughter as now outside window for delivery of something else. Raised blood pressure dealing with non-caring service desk

Danny of Knoxville TN (10/29/03)
Do people really think that these huge corporations really care in the least about the local communites that they are in once they have run the local mom & pop stores out of business? Having been employed with this company for 13 yr's and knowing what goes on behind the scenes the truth is much more than people know.

When Borders Bookstores decided to restructure and eliminate many of its Community Relations Manager postions we were told that at Barnes & Noble we would never have to worry about that happening because we know how important these postions are. Well did they really mean that? Barnes & Noble recently eliminated over 100 CRM postions. Sure they do have their story and sure they do have their corporate spokes person since Steve Riggio cannot do the speaking for the company that he runs.

They will tell you that they felt in stores under 5 million that the postion can easily be handled by the store managers. But what the store managers were told is that if is does not make money then they really need to evaluate if it is worth their time and effort. I know the knowxville location had its position eliminated in September. The district manager told me (at that time I was the store manager) in April that the postion was going away but I was they only one who knew and I could not say anything to anybody. Our CRM was at the time searching for a new home and yet I could say nothing. I carried this burden for months.

When the district manager came in to deliver the news to him he was told that there was a serverence package but he could not even have the time to talk with his family because she had to know that day. One CRM sent a letter to all the stores as well as to Steve Riggio who has never sent anything out to any of the stores making any formal statement. In his typical fashion he just let it fall between the cracks.

Nadine of Auberry CA (12/18/01)
I bought a book through Barnes & Noble.com. When I received it, they sent a catalog, Music DVD & Video Holiay Gift Guide 2001 with the shipment. In the catalog it advertised on Pg. 9, Gipsy Kings CD on sale for $13.99. I ordered two. They charged me $14.98 each. I complained. They requested I fax a copy of the front and back cover of the catalog and a copy of Page 9 that showed the ad on December 7. I did. They refused to give me the sale price, saying the booklet had expired, and that price was no longer valid. I ordered two videotapes. I received one in the mail yesterday WITH ANOTHER COPY OF THE SAME SALE BOOKLET. It is December 18 and they are still sending out that advertising booklet and not honoring the prices advertised!

They owe me $2.00 plus the costs of three faxed pages. How many other people are they ripping off?

Daniel of Clinton Corners NY (11/06/01)
In July, I placed an order on-line, using a FLOOZ gift certificate. The order was accepted and I received a printed confirmation. A small balance was charged to my credit card. In October,realizing that I had not received my order, I called barnes&noble.com and was told that FLOOZ went out of business in August and that my order would not be filled. I asked why I was not called earlier and the reply was that barnes&noble.com should have called, but didn't. My feeling is that the Confirmation constitutes acceptance of my order and the payment method. After all, the FLOOZ certificate was valid when I placed the order. Am I wrong? Barnes& noble.com will not answer my e-mail and refuses to give me an address and person to whom I can send a written complaint. What can I do?

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top |