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Barnes and Noble Complaint - Bad customer service policy - trouible with handling shippping
trouible with handling shippping - Complaint
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!
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!
Comments:
Posted by Ytropious on 2009-12-20:
I'm sure it's an issue of protecting you against fraud. Anyone could call up pretending to be joe somebody asking for a package reroute.
Posted by PepperElf on 2009-12-20:
though for this i do have to agree with the OP
if she/he has the correct credit card number and order number, and can file a complaint on line from his/her account...how much more proof do they need that it's the person who really ordered it?
only thing i can suggest is canceling the order and then calling up to make it again - to ensure the shipping is correct, if you want to stay with the company that is
if she/he has the correct credit card number and order number, and can file a complaint on line from his/her account...how much more proof do they need that it's the person who really ordered it?
only thing i can suggest is canceling the order and then calling up to make it again - to ensure the shipping is correct, if you want to stay with the company that is
Posted by ProConsumer on 2009-12-20:
I wouldnt call to place the order again. If the customer has the order number, credit card number the chances of fraud are very slim.
I would cancel the order if that is an option. If not I would wait for the order to arrive and either send it back for a refund or take it to the local B&N and return it there.
I would cancel the order if that is an option. If not I would wait for the order to arrive and either send it back for a refund or take it to the local B&N and return it there.
Posted by Ytropious on 2009-12-20:
I was not disagreeing with the OP, I was just explaining why the company might have such a policy in place.
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