Barnes & Noble Customer Service Issues

During my visit to your store today to start my Christmas shopping, I noticed a sign for a "buy one holiday drink, get one free" offer. However, when I tried to redeem this promotion, I was told it was for cookies, not drinks. I ended up purchasing both beverages and then observed an employee taking down the sign. Despite this, when I jokingly mentioned the sign, the employee seemed dismissive. I proceeded to request a refund for one drink and was met with what I perceived as rude behavior from Mary Reed, who was removing the sign. I believe her actions were inappropriate and unprofessional, which does not reflect well on your company. While I did receive a refund eventually, I wanted to bring this issue to your attention, as I believe such conduct could harm the customer experience and your business's reputation if not addressed.

As a dedicated patron of B&N, I prefer to support local businesses over Amazon. Yesterday, I made a purchase totaling $[redacted].92 at store #[redacted]. Unfortunately, I was informed during checkout that a 15% coupon was available online, which could have saved me $41.99, but it was no longer accessible. After speaking with the store manager, I learned they couldn't assist without the physical coupon, despite being located 40 miles away from me. As a former retailer, I am disappointed by this rigid policy that inconveniences loyal customers like myself. It seems unreasonable to expect shoppers to scour the internet for coupons before every visit. When making a purchase in-store with cash or a reliable credit card, customers should receive the best available price without hassle. I urge B&N to reconsider this policy and kindly request the credit I am owed. Thank you. - M. A.

I placed an order for the book "Becoming" and selected standard mail for delivery, anticipating a 3-5 day timeframe. However, upon confirmation, the delivery date showed as December 26, which led me to try to cancel my order. After contacting 1-[redacted], I spoke with Louise, who informed me that my order had already left the warehouse, seemingly within minutes. Despite my request, she mentioned that she couldn't cancel the order or expedite it for Christmas delivery. Following this, I asked to speak with a supervisor and eventually connected with Mara from the management team. Mara advised me that I only had 15 minutes to cancel my order, leaving me feeling dissatisfied with the customer service experience. I found this situation frustrating compared to the service I typically receive from Amazon and am reconsidering using other companies besides Barnes & Noble.

I placed an order with Barnes & Noble for Christmas gifts for my child and grandson. Despite being informed that the items were delivered, I never received them. Upon investigating, I discovered conflicting delivery dates. The customer service representative offered to either refund me or reorder the items, so I opted for a reorder. I changed the delivery address to my home due to flooding in our area, ensuring I would be there to receive the package. However, the representative mentioned it would take three business days for the items to arrive, which means they won't be here until Wednesday or Thursday after Christmas due to the holiday. I am disappointed that overnight shipping wasn't offered, especially since it was the Friday before Christmas. The abrupt end to the chat when I tried to address this concern left me upset, as I wanted these items for Christmas day to maintain the magic for my daughter next year.

Dear Barnes and Noble, I want to address the poor experience I had with my recent purchase on your website. I made an order on December 10th and received a damaged copy of the book "Brick Dracula and Frankenstein." The book's spine was broken, and the pages were falling out. Despite contacting your customer service, the replacement promised to arrive by December 21st, just before Christmas. I returned the damaged book as instructed. However, I was disappointed with the lack of compensation for the inconvenience caused by the error. In comparison, Amazon swiftly replaced a mistake in one of my orders without hesitation. Unfortunately, the new book will not reach me in time for Christmas, forcing me to look for an alternative gift. This experience has left me unsatisfied with the level of customer service provided. Sincerely, B.J.

I noticed a sale on magazines at your store offering 50% off the second magazine, with signs indicating the sale ended on December 30th. On December 31st, after 5 pm in the Noblesville, Indiana store, I found sale signs still up in the magazine section. I picked out 2 magazines expecting the discount still applied. At checkout, I was informed the sale didn’t include the chosen Christmas magazines. Despite pointing out the signage mentioned “all” magazines, I was told they hadn’t removed the signs due to ongoing projects. I opted not to buy as I relied on the discounts. I believe the discount should have been honored, regardless of the oversight by store staff. I usually prefer shopping at Barnes and Noble over Amazon, but this experience made it challenging to continue doing so when customer service fell short.

To whom it may concern, I am writing to express my disappointment with the experience I had at your Midtown Atlanta store on January 7, [redacted]. I am a devoted customer who frequents your establishment, particularly for my children's reading needs and my studies as an Electrical Engineering student at The Georgia Institute of Technology. However, on this particular day, I encountered an issue when I tried to purchase a MARTA rail card. Despite explaining my situation to your manager, Reshma Patel, I was met with rudeness and unhelpfulness. Ms. Patel declined to assist me in exchanging a $50 bill for smaller denominations to use at the kiosk for the rail card, leaving me feeling dehumanized and humiliated. Due to her actions, I was forced to pay $95 in cash at the MARTA station to obtain the rail card. I hope to resolve this matter amicably, as I still value being a loyal customer of yours. I appreciate your attention to this matter and look forward to a prompt response. Sincerely, M. Bradford

I had a disappointing experience with your company today. Yesterday, I placed an order and was charged $31.67 at 1:05 PM on 2/1/19 for three books from the buy 2 get 1 free section, even though I was charged for all three. Today, I noticed my billing information was incorrect, so I corrected it. Shortly after, I was charged another $31.67. Upon calling customer service, I was told I had only been pre-authorized once, but my bank showed two charges. After requesting a supervisor, I was told one pre-authorization was reversed, but the second charge was not yet removed. I was advised to wait 7-10 days for it to drop off my account. Despite working in a call center handling payments, I found this process frustrating. I have attached a screenshot of my order number, books ordered, and the double charge from my bank.

I am having a challenging time with Barnes and Noble customer service. After spending 2.5 hours on a call, the connection was lost before resolving my issue. I am frustrated with the lack of follow-up, given that the representative has my order details. The service I received is the worst I have ever encountered. I am hoping someone can assist with incident number #[redacted]--[redacted]. The problem began with an order for my 3-year-old's birthday gift, where the item received did not match the online description. Despite assurances from a manager about the correct order, it did not happen. The offer to return the item does not address the lies told or the time wasted. Barnes and Noble's response is disappointing. I prefer written communication going forward due to trust issues with phone interactions.

I recently received the Nook 7 tablet as a gift to replace my old one that stopped working. Unfortunately, I am very disappointed with this device. It has been frustrating to use and not at all user-friendly. I am hesitant to tell my daughter that her gift is not living up to expectations. I chose this tablet for its size and portability, but it has turned out to be a waste of money. I've had to visit Barnes and Noble multiple times for assistance, and during my last visit, they struggled with a hard reset and had to contact someone else to reset it remotely. I am also having difficulty locating basic functions like adjusting the font size. Overall, I am unsatisfied with the Nook 7 and would not recommend it.

Subject: Order #[redacted] Cancellation Inquiry Dear Customer Service, I am writing to inquire about the cancellation of my order #[redacted] placed on December 21st, [redacted]. I recently discovered that my order was canceled without any prior notification. Could you kindly provide me with an explanation for this cancellation and advise me on the next steps to take regarding this issue? Thank you for your prompt attention to this matter. Sincerely, Noelle Z.

I had a disappointing experience at the Millbury, Worcester Turnpike Barnes & Noble in Massachusetts. Despite being regular customers with a membership, we felt targeted and watched closely by two particular book sellers. They hovered near us, making us uncomfortable with their suspicion and discussion about theft. When we switched to a different language, they continued to stare and follow us closely, unlike other customers engaged in similar behavior. Feeling disrespected due to our language and appearance, we called to voice our complaint and were met with dismissive responses from both the book seller and store managers, who seemed to trivialize our concerns. This issue extends beyond individual interactions and points to a larger problem with how customers are treated. We seek fair and equal treatment and hope for a resolution to this matter. Thank you.

I attempted to purchase the book "The Radium Girls" by Kate Moore online yesterday. After entering my information and gift card number, I encountered issues at checkout. The webpage kept loading with a moving circle and redirected me to the book page, adding another book to my cart each time without allowing me to view it. I contacted customer service this morning, and an associate assured me they placed the order, but I never received a confirmation email. Following up this afternoon, another associate mentioned that the order was never processed. Despite her attempts, she couldn't apply my gift card due to multiple failed tries. Now, I have to wait an additional 48-72 hours to reorder the book, leaving me disappointed and frustrated. The lack of efficiency in Barnes and Noble's customer service is disheartening, as I was eager to read this book. I believe I shouldn't have to endure such a delay after experiencing these issues that were not my doing.

During our usual family visit to Barnes and Noble, my two book-loving kids and I had a disappointing experience. While my daughter had a minor fall resulting in a scraped knee, the staff's response was less than satisfactory. Despite informing an employee of her fall and politely requesting a bandaid, she was told none were available. I stepped in to ask for assistance, but the initial staff member remained unhelpful. Even after requesting to speak to a manager, the lack of first aid supplies continued. Despite the incident not being serious, it highlighted a concerning lack of preparedness. Although some kind customers assisted us, the overall handling of the situation left much to be desired. I intend to follow up on this matter with the company to ensure this is not their standard protocol. - Genene

I have been receiving emails from Barnes & Noble regarding my overdue rentals from CCSU bookstore. Prior to the end of the fall semester, I inquired about returning my books after finals, and a bookstore employee assured me it would be possible. However, on the last day, the bookstore was closed when I arrived. Upon returning at the beginning of this semester to address the situation, the bookstore was unhelpful and insisted on the fee. I believe I should not be charged as this was due to the employee's misinformation. The books are in good condition, but the bookstore refuses to accept them now. I am unsure who to contact regarding this issue as it persists with the emails. Please advise on how I can resolve this. Thank you.

As a long-standing Nook customer, I'm disappointed that I can't access the same sales promotions as others. I've been buying books for years on my Nook and have come across a buy one, get one free offer on James Patterson's book that I was eager to get. However, it seems Nook customers like me are not eligible for these deals. I believe it's unfair not to extend these sales to loyal customers who primarily purchase through their Nook. It would be greatly appreciated if this could be reconsidered. Thank you for your attention to this matter.

My spouse and I arrived at the Barnes and Noble in Exton, Pennsylvania around 7:05 pm this evening. A "book fair" was happening, causing chaos with unsupervised elementary school students, possibly from Lionville Elementary, running and yelling throughout the store. Some students were misusing the elevator repeatedly against the regular flow. Other patrons and I reported the situation to the staff at the sign-in desk, but when I addressed my concerns at the cash register, I was directed to the Customer Care Desk, which was unattended throughout the commotion. Regardless of the financial objectives of the event, this demonstrates a lack of regard for customers. I believe resolving this issue lies with the management team who organized the event.

I recently visited my local Barnes and Noble store in Colonie, NY on the evening of 3/20/19 with my two children, ages 9 and 12, who are avid readers. Despite being proud members, our experience this time left us dissatisfied. My daughter had a minor fall in the store, scraped her knee, and asked an employee for a bandaid at the information counter. The employee claimed they didn't have any, which I found unacceptable. Even after showing the wound, he seemed indifferent and only pretended to search for one. When I requested to speak to a manager, he insisted he was the only one available. Although I didn't escalate the issue further, other customers witnessed the situation and agreed the service was poor. I even had to rely on the kindness of strangers who offered a tissue and a bandaid from their purse. This lack of concern for a basic need like first aid is disappointing, and I intend to address this matter with the store. I trust that Barnes and Noble upholds better standards of customer care, and I am perplexed that such unprofessionalism was displayed by a supposed manager.

I encounter an issue where my purchases are consistently getting canceled by B&N. I keep receiving emails stating that my orders have "failed" during the order verification process. This problem persists even when I purchase different items or use various payment methods. This has recently started happening, as my transactions in March [redacted] and before went smoothly without any problems.

Regarding Order Numbers: [redacted] and [redacted], I have been in constant communication with your customer service team since early this year and again in the past few hours. In [redacted], I ordered 3 rental textbooks which I returned together on time. However, I later discovered that 2 textbooks were not marked as returned. Despite my efforts to resolve this issue, I was charged late fees and sent to collections unjustly. In my recent interactions with Barnes and Noble via various channels, I have felt disregarded and undervalued. I was even directed to speak with the sales audit team, only to face dismissive behavior and unhelpfulness. I request a prompt resolution to this matter, along with removal from collections and a full refund for the textbooks. I seek contact information for a senior customer service representative who can address my grievances and provide appropriate assistance. It is crucial that Barnes & Noble takes this matter seriously and treats me with the respect and consideration I deserve as a customer.