The first time was one time too many!
Although I usually order from Amazon, I got a B&N gift card, and thought I'd order my brother's birthday present from them. For about $30, I got an email promise to deliver the book, gift wrapped, within three days - plenty of time, since the birthday was still 8 days off.
Seven days later, I tried to call. The automated number 1-800-THE BOOK is a joke; three times, an automated voice tells you that the operators are busy, and then the system hangs up on you. Call the local line - 201-559-3882 - and prepare to be lied to, starting with the agent's cheerful "I can help you" (they can't and won't) and ending with "a manager will call within two hours" (that won't happen, either). I did get an offer to refund the shipping portion of my order, which I thought was funny, since THEY HADN'T USED THE THREE DAY SHIPPING SERVICE I PAID FOR (in related news, they also aren't charging me for fixing my car, cooking my dinner, or any other services that they did not provide).
My last call - with my third "customer service" representative - ended with her saying how much B&N appreciates my business, echoing the line from their email, "We are glad we could be of service and look forward to your next visit". This, too, is a lie; I'm sure they would rather have not done business with me (since I get mad when you take my money, make promises, and then don't deliver), and I most certainly am sorry that I did business with them. Amazon works; why mess around with a firm that is repeatedly dishonest?