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Terrible Company With No Concept of Customer Service in 2019
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK CITY, NEW YORK -- I have a Nook vendor account and am trying to find out when I will get paid for my royalties for LAST YEAR. Since last week, I have contacted live chat twice, called once, and emailed them twice. ZERO help whatsoever. Hope Amazon puts you out of business fast.

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Unable to Cancel Order Within Minutes or Ordering, Not Able to Return Without Paying Postage
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, VERMONT -- I ordered travel books for my son who was going on a trip out of the country. I thought he might like to actually use the books before his trip and I also ordered ebooks for while he would be traveling... simple right? The shipping initially said 3 days, that was fine, when I got my confirmation it changed to 2 weeks out, he would in fact be back by the time the book got there. I tried on my iPhone to cancel the order, since it was just minutes after I ordered it, the software kept giving me error messages, so, finally I decided to call, still within a half hour.

When the customer service representative got on, she said no, they couldn't cancel the order as it had already shipped. That's funny. I said, "I know it hasn't shipped." She said the order had been made to a 3rd party. So, my son will have nice travel books when he gets back... Ok he can return them then, right? Only if he doesn't mind shelling out the $45 for shipping.

Then we couldn't figure out how to download the ebooks, I looked online and it said they could be returned, so I thought hell with it, go with Amazon. Which I did. I then tried calling B and N again, this time they told me I couldn't return the hardcover without paying the postage and I cannot return the ebooks, which I've never laid eyes on. When I'm looking at my order and I select the tab to bring you to their returns policy... It errors out. This company has obviously fallen well below what I had realized. I am out $102.00! That is totally unacceptable!!

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Employees are treated terribly by managers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PALM DESERT, CALIFORNIA -- Barnes and Noble used to be fun to work at once upon a time. But now, with all the new scheduling changes, hour cuts, no increase in wages when minimum wage goes up, a very terrible management staff, and a sexist new store manager, it's getting harder to want to keep going into work. We work hard with very little positive feedback. We just get unrealistic goals set for us with no help in achieving them and then get treated badly when those goals aren't able to be met. And by badly, I mean talked down to every single day and blatantly treated expendable with no praise for all the good we do for that place. It's so not worth it to be here anymore.

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Worst Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

UTAH -- I placed an online order in July. They were running a promotion for every $50 spent you received 10 dollars in a gift card. I sorry just over $100. I received an email with the $20 gift card. There was a short window to use it. It expired 8/19. I attempted to use it 8/18. It said the card was not valid. I immediate contacted them through email. They said I had to call them. I did so. Well over an hour later and numerous call transfers, a manager assured me a new gift card would be issued. Well now on 9/12 it still hasn't been issued. They told me my order didn't qualify.

I sent them a screenshot of the gift card they sent and the e-mail stating I had qualified purchases and told them they were wrong and I wanted it fixed and if they were unwilling to do so to just cancel my order and I would order from Amazon, who had great CS. Within 30 minutes they cancelled my order. They have lost me as a future customer! They clearly aren't interested in my business!

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Canceled Order
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Preordered a signed copy of Anne Rice's newest vampire novel. Got an email 10/7/14 saying my credit card had expired and I needed to update my info within 3 days. Called them on 10/10/14, clearly within the 3 day time limit they set, and was told that my order had been canceled. I asked how they could cancel an order when I clearly followed their specifications to keep it from being canceled, and was informed that "the computer system takes care of orders, there's nothing I can do for you."

I have been a Barnes and Noble customer for years. I refused to buy competitors' e-readers, stubbornly holding onto my Nook and only buying books through Barnes and Noble. Clearly, they don't appreciate their customers' support, and feel that treating them terribly is a good way to do business.

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Avoid to Save Time and Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I ordered a book for college class and paid for expedited 2 day delivery. Ended up with a notice from them that something "unexpected" happened on their side and the delivery time is now 2 weeks. Spent some time on the phone with them trying to cancel and get a refund to no avail. It's not a business, it's a scam. Avoid to save time and money.

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Terribly Disrespectful Business
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK CITY, NEW YORK -- 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.

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Online Book Order
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- I won't vent on everyone, I'll just say the back-and-forth among me, Barnes & Noble and their third party book seller for the last month has been a comedy. It has gone from "shipped", to "no record of the order", to "so very sorry" to silence. I may or may not get my money back and hold out no hope for the book. Order a book from Barnes & Noble at your own risk, you've been warned.

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After 30 years in store and on-line adios knuckleheads
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Two weeks before a visit to the US, I ordered a book online. One book at less than 35.00. When order was first placed the credit dept could not handle... what... the difference in mail to and ship to address??? Amazon does, most places do.... I needed to call to have some 'voice' in NYC tell me that this was for my protection... yeah right, I'm not shipping to Nigeria or China.... it cost me some time - OK I wanted the book... and money on the more expensive call back ' for my protection' but I thought no problem, it is all OK now. My mistake.

The order is 'approved' and then not shipped... no notice no nothing, just a 'canceled order email' and when I call to check why, a bogus answer was given. I called to find out why B&N again screwed up an order I placed - yup 2nd time on 3cents for this company. I was given a totally bogus excuse as to why this order was cancelled: 'USPS returned the box after 15 days.' Oh really.

The post office that handles the mail to that specific address knew there was a death in the family - they confirmed they would handle the extra volume of mail and keep it for us. Knows the specific family with that address and holds all mail 30 days especially as it is a school and gets much mail. This Post office serves a rural vacation area and does not return mail for the year round population within 30 days. The customer service person passed on a BS excuse that was patently false.

So I still need the book and reorder. Well what a surprise, expedited shipment (provided free from B&N as a result of the prior cancellation) direct ship from B&N warehouse service can't ship in 4 days.... But wait, the offer is made: pay for a NOT B&N warehouse shipment which surprise... costs more and what a surprise their regular mail ships faster than expedited B&N warehouse - it isn't free and it isn't B&N.

That is NOT service. That is crap. That is supplier lies, B&N own warehouse expedited shipping and 'service' that has no meaning. Pretty sad when an outside shipper's regular shipping is faster than B&N's own expedited shipping is. Don't worry when my new order with foreign ship to address gets messed up - and in my experience it will. I will not need B&N Knucklehead protection.

I have shopped and ordered with B&N for over 30 years, I wanted to work with the Amazon alternative. No longer. My future orders will be with Amazon. The B&N organization has finally messed up to the point that I will no longer order with them. Amazon and Kindle here I come. B&N dipsticks have lost a more than 30 year customer. Knuckleheads.

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1.4 out of 5, based on 12 ratings and
32 reviews & complaints.
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