Barnes and Noble Complaint - Bad customer service policy
I purchased 2 books as Xmas gift for my son (on-line). Shipping address was the address where I wanted gift to be send. When completing purchase I provided credit card info after I saw the summary of the purchase including shipping address. The second step was to provide the billing address and I provided my address. In few minutes I received purchase confirmation with the order number and the link to view order details. Link did not work. Error was displayed when I used my email address and order number.
Today I switched my computer and saw another email with shipping confirmation and THE BILLING ORDER used in place of shipping order.
I immediately called to B&N and they said that nothing can be done at this point.
Nevertheless, I went to UPS website and figured out that there was a way to change shipping address especially when the parcel was not even moved from the warehouse. But the option is only available to the sender, namely B&N.
I called again to B&N and ask to change shipping address via UPS website. Customer representative refused to do it explaining that B&N policy does not allow changing address.
Order detail in the system:
shipping address is replaced with billing address. And when completing purchase I saw the right shipping address on the screen. Right now the shipping address is wrong.
The main point is: B&N system does not deliver expected value and customer support refuses to fix system error or company does not care about customers if it has a policy that prevents customer service to take care of customers when they have trouble caused by B&N system.
Happy Holiday B&N!