Barnes and Noble Online Complaint - Please Clarify Shipping Times
FLAGSTAFF, ARIZONA -- First off, I would like to say that I have used your company in the past for my textbooks and I have always been very pleased with the quality of the merchandise and the perks that I received with my purchases. This time however, I feel like you have let me down a little.
I placed an order online on 01/07/2008 at approx.1900 hours for over $300 in books that I desperately need for my graduate classes that begin on Monday. I wanted to order earlier, but because my college, Northern Arizona University, held onto my student loan and scholarship money until that day, I was stuck. I elected for the expedited shipping so I would have my books by Monday at the latest, since the online store stated that they would ship within 24 hours I went with your company over several others.
When I got home from work today, I checked my email looking for my tracking information, and there was nothing. I called to find out why there wasn't any information, and I was told by one of your very polite and helpful clerks, that one of my books was backordered and since all my books were shipping at the same time, my entire order was held up until this Friday.
I asked if I could cancel and just bite the bullet and buy my books at the campus bookstore, but your clerk told me that I couldn't cancel and get a refund until I got the books and then returned them. This really puts me in a bind because I am a very obsessive and dedicated student, and I wanted to have my books so that I could get a head start on my class work. Please, in the future, when dealing with textbooks, please idiot-proof your site and warn those of us tunnel-visioned students that our books might be delayed in shipping.
I appreciate your clerks efforts, and she seemed genuinely sympathetic, and that was appreciated.