Barnes & Noble Bookstores (retail stores)

Review: Advertised for a book plus an online code. When the order arrived the box contained just the book. After spending hours on the phone with Barnes and Noble they insisted that this is not guarnteed in the order even though it CLEARLY states that it will come with an online code for the text book.Desired Settlement: refund for the cost of what I had to pay for the online code.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We have been unable to complete a thorough research of [redacted]'s complaint. We were not able to locate [redacted]'s online order with the information provided in the complaint.

We strive to provide clear and accurate information on our website regarding our products and regret any information that was unclear to [redacted] at the time of her order. Textbook rentals allow us to reuse and recycle books. The items offered for rental are previously used books and as stated on our Barnes & Noble website under our Textbook Rentals Terms and Conditions, "...we do not guarantee that access codes/keys/cards, CDs, DVDs, workbooks, charts or any other type of supplemental material will come with books purchased or rented ..." To view the terms and conditions, please visit http[redacted]

Additionally, if [redacted]'s order was placed from the Marketplace section of our website, we would need to see the order information to confirm if the authorized seller's item description included an access code.

We have attempted to reach out to [redacted] to obtain her order information; however, we have not received a response to our inquiries. [redacted] may contact me directly at ###-###-#### M-F 9am

- 5:30pm EST. Please do not hesitate to contact me should you have any further questions or

concerns.

Review: I frantically began my search for my ART1010 textbook as soon as my finances where available. I searched high and low from the PGCC bookstore, [redacted] and other sources until I came across Barnes and Noble. They had the textbook in stock at a store in [redacted] for a reasonable price. The associate on the phone was very pleasant as he helped me locate the item in store. When he found out it was a textbook he said “Normally we don’t supply textbooks from the store but if you check online we have them fully stocked. If you did purchase it directly from the store it would be $200 but you would have to travel to our Barnes & Noble in [redacted] because, we don’t have any in stock at this location. If u check online you’ll see that we provide online discounts that would price the book at approximately $160 dollars before taxes and because of the cost we offer express shipping that would allow you to receive the book within 24 hours.” I was so happy the stress instantly lifted from my shoulders. I thanked the associate and began my search online. I placed the order on a Friday according to the associate it would be there by Monday their next business day. Monday came and went but still I had yet to receive my textbook. I checked my email and saw that in fact the book had been sent out for shipment Friday as promised. So I called UPS and put in tracking number as instructed but UPS could not identify my tracking number. So I called Barnes & Noble customer service department to see where my book was and to double check that my tracking number was correct. The first representative I spoke to over the phone informed me that with the Express shipping it insures that the package would be here within 3 to 5 business days. I said but the gentlemen over the phone specifically told me it would arrive on Monday. Is there a way I can change the shipping status? She said no. I asked for her [redacted] and she transferred me back into the call center’s main menu system after telling me she was getting her [redacted]. So I waited on the second representative to answer and I relayed my problem with her. She told me that the system did not show a tracking number for my purchase. At this point I was furious with the lack of empathy for my situation and the horrible customer service I was receiving. I requested to speak to her [redacted] and yet again I was transferred back into the call centers main menu. So as a last resort I called Barnes & Noble’s corporate office to file a formal complaint. The representative was rude and not in the least bit empathetic about my situation. She didn’t ask me for an order number nor the tracking number that was provided to me. She was uninterested about my issue. The remedy that would have resolved the situation before it escalated would have been for somebody to be actively listening, acknowledging there was a problem, and giving appropriate feedback. My issue may not have been resolved completely but at least I would have known that my problems where heard and not just going in one ear and out the other. As a result of the horrible customer service I experienced Barnes and Noble will never get another penny out of me. Consumers have expectations. You cannot please everyone and every problem may not give the perfect resolution but you can show that your actively listening. That in itself will ensure that customer knows that you are having a conversation and they are not talking to their selves. I still do not have my textbook and Barnes & Noble can not even provide me with a tracking number for my purchase!Desired Settlement: I want them to stop bg and give me my textbook! Money doesn't grow on trees and I would appreciate if they provided me with my merchandise in a timely fashion as what was discussed over the phone. 24 hours! Not 3 to 5 business days. Trust me Barnes and Noble gained a customer and lost one just as quickly. I will be spreading the word about there horrible customer service!

Review: I ordered a book online and they said that they had shipped it out and refused to help me locate the book. They said they had shipped it to UPS when in fact, they did not. UPS never received the package. I am being charged for something that I did not receive. I called the customer service phone number and they would not help me. They put me on hold several times and told me that they could not do anything about it.Desired Settlement: I want a refund.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted] regarding her online order. Our records indicate that [redacted] placed an order on our Barnes & Noble website on Monday, June **, 2013. The order was shipped on Tuesday June **, 2013 via Express

Delivery. This method generally takes anywhere from 1-3 business days to arrive. We anticipated delivery of the order on or around June **, 2013.

According to the UPS online tracking information, the package was delivered on Friday, June **, 2013. We show that [redacted] contacted our customer service department on Wednesday June **, 2013 and unfortunately, the online tracking information was not yet updated. Since this was the first business day in transit, our customer service agents could not take any action as we need to allow 24 hours for the online tracking information to be updated.

If [redacted] requires any further assistance she may contact me directly at ###-###-#### M-F 9am - 5:30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

* [redacted]

Review: My 10 year old daughter was given a $25 gift certificate from Barnes & Noble for Christmas 2011 from her Aunt. The $25 gift card is for TikaTok which states on the card "A Barnes & Noble Company." On July **, 2013, my daughter, [redacted], went to use the gift card online which is to create a book with illustrations on a computer and order the book. The Tikatok website asks for a school number (which we do not have). After calling the number on the back of the card, and calling Barnes and Noble, everyone gave me the same answer. There is $25 credit on the card (Card Number [redacted]) but I cannot use it at [redacted] or Barnes & Noble. Neither company will honor the $25 that was given to Barnes & Noble. I do not understand how Barnes & Noble has the $25 for my daughter in their possession but they are refusing to allow my daughter to use her "christmas money" on anything from their company. How can a large company take a child's christmas money and let her get anything from their gift card?Desired Settlement: I would like Barns & Noble to give my daughter a refund on the $25 un-usable gift card. How do I get the look off her face that Barnes and Noble has her money? They should honor what they sell.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We understand that [redacted]’ daughter received a $25 Tikatok Gift Card which was specifically issued for use on the TikaTok website. Unfortunately, Tikatok Gift Cards cannot be applied to a Barnes & Noble retail store or online purchase.

Tikatok was an online platform where parents and their children were able to write, illustrate, and publish their original stories into hardcover and paperback books or eBooks. The Tikatok.com website closed on October *, 2012 and no longer offers a custom book publishing service. As of October *, 2012 all Tikatok.com accounts and custom books were deleted from the Tikatok site. Barnes & Noble, Tikatok’s previous parent company, sent notices to customers of this change prior to the October *, 2012 closing date. The Tikatok.com site is now owned and operated by Pearson Education for the purpose of serving Pearson myWorld Social Studies customers with a digital writing component - Pearson myStory Book.

In the essence of customer service, we have deactivated the gift card number provided in the complaint, and have mailed a new Barnes & Noble Gift Card for $25 to [redacted]. This replacement gift card may be used at any of our Barnes & Noble store nationwide or online at Barnes & Noble.com. Please be advised that our Barnes & Noble Gift Cards do not expire.

If [redacted] requires any further assistance, she may contact me directly at [redacted] M-F 9am – 5:30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Review: I stopped into the [redacted] location of Barnes and Noble with a gift card I received on 1-*-15. I accidentally rubbed too hard on the back and destroyed the PIN number, thus making the card so I could not use it. An employee looked up the card balance and saw that it still has the $50 balance on it, having never been used, and proceeded to tell me that he could not help me, I had to call the number on the back of the card for help. I called the number on the card and after waiting on hold for 30 minutes, finally was helped by a gentleman. I explained my issue and gave him the card number, etc. He took all of my information, and said I would be contacted in 7-10 business days to FILL OUT A FORM to get my card replaced. All I need is the PIN number. I have the card, it has my money on it but they are keeping it from me.

They have not contacted me at all, my preferred mode of communication is email, I don't always answer my phone for "unknown" numbers. I think it's causing hardship to a person to wait 7-10 days and then just fill out a form. They should have been able to replace the card with that phone call. OR the person at the store could have been more helpful, by contacting the corp office for me and requesting a new card. This is terrible service. I have a NOOK, but I am considering selling it and getting a Kindle.Desired Settlement: I would like them to send me a replacement card, or send me the PIN number for the card I presently have in my possession. My husband purchased the $50 gift card from them, assuming that they would honor their own gift card, and I cannot use it. This has caused a great deal of ill-will.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Barnes and Noble advertised that it would honour and MATCH all Black Friday sales prices for their Nook HD. I ordered and paid for 1 Nook HD 8gb in Snow on November **, 2013. I paid for the item in full with one of their customer service representatives on the telephone. At NO TIME was there ANY mention of merchandise shortages. I was told that my item would ship by December *, 2013 and to expect it by December **, 2013. Today, November **. 2013 I get an email saying my order was CANCELLED with NO explanation. On Barnes and Noble's Facebook page, I discovered HUNDREDS of other consumers with the same problem. Not only were their orders cancelled without any reason, but when calls were placed to Barnes and Noble's customer service, customers were told that their money would be refunded (eventually) and that we could go to their retail outlets and purchase the Nook HD at FULL PRICE! What an outrage! They advertised a price match. They accepted our orders and our payments so we would not go purchase the items elsewhere and now we not only do not have our Nook HDs, they expect us to go out and pay FULL PRICE for it, IF we still want one?! UNACCEPTABLE!Desired Settlement: I want my Nook HD that I ordered, for the price I ordered it for $79 and I want it before Christmas 2013, like I was PROMISED when I placed my order. I don't care if they have to OVERNIGHT it to me. I want my order fulfilled. If they absolutely can not do this, they will refund the ENTIRE purchase price, plus tax and shipping AND include a the cash difference between the ADVERTISED PURCHASE PRICE and the non-sale price so I can go purchase this item at a retail outlet. That's $85.32 PLUS $50 CASH (the difference between $129 and $79) for a total of $135.32 so I can go to a retail outlet and purchase this item.

Consumer

Response:

At this time, I have been contacted directly by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I am writing to request that my complaint be closed with Barnes and Noble. The company has been in contact with me and we have reached a satisfactory resolution to my problem.

Regards,

Sincerely,

Review: My wife and I had signed up for Barnes & Noble discount club, which in the contract allows for an automatic renewal of this club each year by the business. You can opt out of the automatic renewal by logging into your account and checking the appropriate box indicating you wish to be removed from auto-renewal and chose instead to manually renew as desired. So we did this step. At approximately 8 weeks prior to the expiration of the discount card, my wife received an email stating that there would be an automatic renewal, to which she responded declining that service and also went back onto the website to confirm that we were not marked for automatic renewal in our account (which we weren't). So this morning we were charged anyway the 25 dollar renewal, regardless of our preferences as indicated by Barnes & Noble policy. So I call the customer service who indicated that they would credit back the 25 dollars and they apologized for any inconvenience. My problem with this is that the charge was immediate, yet the refund takes multiple business days to process and credit back into my account, and it was a charge that was never authorized in the first place. How can Businesses get away with fraudulent charges like this?? In the end, we've cancelled our membership, and have added Barnes & Noble to the list of businesses that we either will not use again, or if we have to purchase something, will become a "cash only" transaction to avoid further issues.Desired Settlement: I would like my money back instantly when a "computer error" causes this type of fraudulent charge and I would like to see these automatic renewal options banned from business contracts, and harsher penalties for businesses that make this type of "error" a common business practice.

I have ordered lots of books from Barnes and Noble in the past for classes, and so when I needed a book for my anthropology class delivered quick I ordered it from B&N with express shipping (two days). I paid extra for it to arrive ahead of my class by a week so I could have ample time to read, yet when I called to get an update on the delivery date I was told it would be November [redacted] (I ordered this book on the [redacted]). This is past the day my class starts. When I inquired about a refund for the shipping because the two day shipping was actually 10 day shipping, I was told that was not possible. I won't be buying from them again for my textbooks. And I do not recommend anyone else call their customer service because they are very unhelpful.

Review: In May 2013 my husband bought me a new Nook HD+ 9" 32 GB tablet from our local [redacted] as a Mother's Day gift. Recently, my son accidently cracked the screen. I called Barnes and Noble Customer Service Line to obtain service repair information and locations. After being transferred to 3 different representatives, I again explained that my screen was cracked and I would like to get it repaired but was unable to locate product repair service info online. Acknowledging my accountability for the accidental damage to my Nook screen, I informed her of my attempts to contact repair services at several different stores including [redacted]. I explained that online repair service sites and in store repair service locations offer to repair all tablet brands EXCEPT for Barnes and Noble tablets, therefore I requested a location from them. The woman stated that by product was not under warranty and after looking up my account she confirmed my husband did not purchase the extended warranty. I clarified that my intention was to pay for the repair and I was not asking about the product warranty, simply a place to get the screen fixed. She stated that since my husband did not purchase this "extended warranty" at the time of purchase and since my nook HD+ was not included in the company's "out dated warranty" I do not have an option to repair the screen and that I should keep it in a safe place and check back periodically to check if Nook HD+ became on the product list qualifying for an "outdated warranty." I told her that I was given this as a gift and that if my husband was properly informed prior to making this purchase, as he rightfully should have been, that if there was accidental damage or defect after 1 year MFR warranty that we would have to swallow the cost of the tablet, purchased apps and books, and the tremendous inconvenience, my husband would have clearly chose an alternative, as every alternative brand tablets have available repair services.. She stated there was nothing she could do and apologized for the inconvenience. I asked to speak to her [redacted]. She stated she was the [redacted] and her hands were tied. I am appaulled at the response and I strongly feel as a customer, I / my husband should have the right, both legal and ethical right, to be informed that their products are not repairable whatsoever after 12 month MFR warranty PRIOR to purchasing the product. After reading the countless similar complaints and the disregard to provide any assistance to me, the paying customer, I feel taken advantage of for not being informed of this.Desired Settlement: Since the company does not provide repairs for their product and has no third party affiliates that can repair it, I am requesting a replacement Nook HD+ 9" 32 GB tablet. I do not feel I should be at a complete loss of my tablet AND the more than $250 my husband paid for this tablet simply because this company refuses to allow their product to be repaired, meanwhile, any other tablet brand has avail screen repair. If I cannot get it replaced, I would prefer an appropriate refund so I can buy a different tablet. I will even send this back to the company.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].Sincerely,[redacted]

Review: I looked online for the pricing of items for the regular price and for black Friday deals for Barnes and Noble. I wrote down the prices to only go to the store to be told that even though it is not marked as such, those prices are the bn.com pricing and the true list prices. I also checked on the regular price of non black Friday items, and found the price to be different in store. Barnes and Noble lacks transparency in their pricing. There have been some items where the price was listed and the price for ordering online is less, and marked as such tell you how much you save. Barnes and Noble also states members receive for percent off certain books, but the tag says take another ten percent, but not ten percent with the thirty, but ten percent comes off first and then thirty comes off of what's left, which makes the discount thirty-seven percent, not forty. Barnes and noble also states they give you fifty dollars in discounts when you sign up, but that is only when you buy certain products, if you do not want those products, you pay the membership fee and receive no fifty dollars.Desired Settlement: My desired outcome is for Bares and Noble to be more transparent and show the pricing online and then show the in store pricing, when it is different. It is very misleading when they show one price and you believe it to the regular price, and they do not price match online pricing like other competitors. Since I also did not get my actual fifty dollars because I did not want certain items, and have paid now more for items than what has been listed, a gift card would be appreciate to make up for their misleading/false advertising.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint [redacted].Sincerely,[redacted]

Review: My college textbook rental from Barnes and Noble has been a nightmare and even their customer service department

admits they are overwhelmed with complaints so much that they could not answer the phone for 31 minutes after opening.

I tried to return my rented textbook and password help on their website never sent me the email that was promised, not only

that but my local campus bookstore is sending me emails that they are going to charge me for the book and it isnt even due for 2 weeks

plus I did not rent it from the campus Barnes and Noble bookstore because they charge twice as much and I submitted a computer

book request but wound up receiving a paper textbook LATE. Barnes and Noble's store in [redacted] gave me the step by step

instructions to order the on-line text so if even their own employees find the computer program frustrating how can BN expect a student to use it?

I have had to call BN about 5 times, take a 15 mile trip to my campus bookstore who doesnt know how I recieved the email from them

wanting to charge me $90 for a rental and trying to get me to keep it, and it is a nightmare because BN is trying to put employees

out of work by going on line with a cheap computer program that is not consumer friendly. In 51 years of retail I have yet to see one case

where these firings and cheap consumer computer procedures were not for the purpose of overpaying the [redacted] large ridiculous sums for

eventual bankrupting of companies. Signed [redacted]Desired Settlement: I ask that Barnes and Noble employ people to handle these rentals, not a cheap inefficient computer program and

send me restitution for having to go on a 30 mile trip to my campus bookstore who was supposed to have called me back and hasn't,

I request a written letter that I will not be billed for the textbook [redacted] as indicated by my Barnes and noble Campus bookstore,

and I request an apology for the obvious method of Barnes and Noble to try to force students to pay double for BN's employees to help with this

nightmare of their computer program as it is not the student's job to pay their employees for reasonable consumer help or certain abuse. It is also

noteworthy that BN is keeping your Visa card number on file where they can try to charge you a double dip (for a purchase in addition to a rental) when

the law states that you must shred such information by midnight each day. This attempted charge of the consumer for a purchase of rented media is

reminiscent of Blockbuster's fines by States Attorneys General and you can see where they wound up.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].

Sincerely,

Review: I received a Nook HD+ for Christmas 2012. Back in November 2013 I contacted Barnes and Noble because of an issue I was having with the Nook as it would blink at 99% and was getting warm. They told me to reset it to give them info. I did that and they sent me a refurbished one. Well since then, I have had to contact them at least 4-5 times because of the same issue and all they told me was to keep resetting it. I did what they had said to do. Over the weekend, I went to use my Nook and it would not even turn on. I called Barnes and Noble this morning and told them my issue and that I was getting tired of resetting it and did not want another one and that I wanted a refund. They told me they could not issue a refund on a refurbished item. I told them I was going to contact the Revdex.com because I do not think this is very good customer service. It's as if they don't want their customers to be happy. If I would have known this about the Nook's, I never would have asked for one. I also told this to the rep at Barnes and Noble. Please help me so this does not happen to anyone else.Desired Settlement: I think they should either give me a cash refund in form of a check for the current price of a Nook HD+ or at least a gift card to Barnes and Noble bookstores.

Review: I pre-ordered a book from Barnes and Nobles back in May which was due to come out on Oct. [redacted]. I received an email from BN.com saying that ther was a delay with no reason given. I contacted them through a live chat, an email and through their customer service number. The reps could give me no good reason for the delay, since they agreed that the book was was on store shelves and at the public libraries.I called back today, and a rep finally told me that the website had been revamped, and that all orders before the revamp were not readily available and that their IT dept was working on the issue. This is no way to run a business.Desired Settlement: I would like to receive my book which they have an order number as soon as possible. The order number is available if you need it since the website thinks it is a social security number,and the book is All The Stars in the Heavens by [redacted]. It was paid with a gift card and the have that record as well.The order number noted on the next page

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I received the book. Thank you for your assistance.

Review: I have been a loyal Barnes and Noble customer for years. I have owned several Nooks, and still have two in my home. The inner screen on my Nook HD is broken. I called and they have an out of warranty trade in program (I have used this before). The sale price of the new Nook is 149.99, with the trade in they will sell it to me for 119.99 if I send in my old one. I have a gift card that wasn't quite enough to cover the price they wouldn't take it because they wouldn't take two forms of payment. I was instructed to go to the barnes and noble store and add money to the gift card and I could use it for this trade in program. I was instructed to do this by [redacted] with a service number of [redacted]. I did this and called to place my order and they are now telling me I can't use my gift card unless I don't do the exchange program. So basically they are refusing to give me the promised discount if I use the gift card. I have been working on this issue by phone and chat for at least 2.5 weeks at this point. Right now I want them to either A... Honor their program or B...Buy back my gift card so I can purchase a Kindle. Of course if I have to purchase a Kindle I will also be doing away with my other Nook, because I will no longer do business with Barnes and Noble.Desired Settlement: I want them to honor their trade in policy OR purchase the gift card from me that has $130 on it now.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I previously purchased a B&N membership but told the cashier NOT to set the auto-renewal option which they agreed to. However, on March [redacted] a charge of $27.19 hit my credit card without my approval. I contacted B&N on April [redacted] to refund the amount. They said they would and asked for more details, which I provided. However to date, they have not refunded the money and are not responding to my emails and a phono call was conveniently "disconnected".Desired Settlement: I want the $27.19 refunded to my card and I want them to remove my name & details from their system so I don't have this issue again next year.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnes & Noble Bookstores (retail stores) has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I did not receive an email regarding the return of a textbook rental. I did receive an email of an additional charge to my credit card for not returning the textbook. I contacted customer service. [redacted] in customer service told me the email was a courtesy and it was my responisbility to log onto my account and return the book by the due date. I then logged onto my account and my account was showing that I had NO textbook of any kind due. So I had no way to print the label to return the book. I contacted customer service again and they sent me an email with the shipping label. I then spoke with [redacted] (a [redacted] in customer service) and she said she did not know why my textbook rental was not showing on my account and refused to refund the charge for the overdue rental.Desired Settlement: I would like my card to be refunded the late fee since the rental was not showing on my account for return and I did not receive an email regarding the rental until after it was due.

Consumer

Response:

At this time, I have not been contacted by Barnes & Noble Bookstores (retail stores) regarding complaint ID [redacted].Sincerely,[redacted]

Review: I used Barnes and Nobles out of warrenty exchange and purchased a pre owned Nook Hd+ from them for $110.09 and I would mail them back my old nook tablet that quit working. They sent me the wrong item and when I called them they told me I had to mail back the wrong one they sent and call back and order the correct one again and pay another $110.09 and they would refund me back the original $110.09 dollars from the first order. I was promised a $25 gift card for my troubles. I received the correct Item I purchased and mailed them back the old nook tablet so everything is correct on that end, but it has been over a month and I have yet to receive my refund of $110.09 and my gift card. I have called back and spoke to customer service at least once sometimes twice a week every week since I payed again and I have been told by 4 or 5 managers that they would personally take care of the gift card and refund and I have not received a one yet. I called on April * and was told the gift card was in the mail and the refund was processed. A week went by and I still did not receive either so I called again on April [redacted] that basically I was lied to and they do not mail gift cards it is done by email and that my refund was still showing pending. That manager again told me that she was going to take care of it personnaly and it has been another week and still no result on either the refund and gift card.Desired Settlement: I would like my refund of $110.09 and the $25 dollar gift card I have been promised for over a month

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received a Gift Card on a special occasion long time ago and the card was found recently with PIN Number completely masked by security label (not tampered at all). I scratched the PIN and checked the Balance and it shows as $0.00 on website and Called CSR ([redacted]) and he confirmed that this card was originally having a balance $20.32 as of 4/2011 and in 5/2012 it was completely redeemed. But I am sure that no one will present a new Gift card with sealed PIN with odd balances and even without opening the PIN number, it was redeemed on 5/2012 to bring the balance to $0.00. I am very disappointed the status of gift Card and not completely satisfied by CSR answers and would like to sort a amicable resolution through Revdex.com. Thanks, [redacted] PS: I dont have any information as who presented it to me and when. Card Number: [redacted] PIN : [redacted]Desired Settlement: I would be much happy if BN can replace this card.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate that the Barnes & Noble Gift Card number provided in [redacted] complaint was issued by our Princeton, NJ retail store on April **, 2011 for the return of merchandise previously purchased with another Barnes & Noble Gift Card.

The original Barnes & Noble Gift Card was presented in the amount of $20 and was applied toward a purchase made on April **, 2011 in the Princeton store. An additional $.32 in cash was also presented to complete said purchase. We show that this purchase was returned to the Princeton store on April **, 2011 and a refund was issued towards a new Barnes & Noble Gift Card for the total of $20.32.

We show that this merchandise credit of $20.32 was redeemed at our Barnes & Noble retail store in North Brunswick, NJ on May *, 2012. In light of these circumstances, we will not be able to replace [redacted] ' s gift card.

If [redacted] requires any further assistance, he may contact me directly at ###-###-#### M-F 9am - 5:30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Review: I got the advertisement for nook HD+, saying refer a friend and purchase a Nook, each one will get a $25 B&N products. So I made the order, enter the code during check out. My order number is [redacted]. It has been couple of months and nothing show up. I called them during the meantime once and they told me they will work on this. But I still didn't get anything.Desired Settlement: Fufill their promise.

Business

Response:

Dear [redacted],

We reviewed the follow up complaint submitted by [redacted] regarding the free Barnes & Noble Gift Card.

We appreciate that [redacted] has made NOOK his Tablet of choice and regret that he has not received his $25 Barnes & Noble Gift Card for his NOOK purchase using our NOOK® Refer-a-Friend Program. We have therefore sent [redacted] the $25 Barnes & Noble eGift card to the email address used to place the order.

If [redacted] requires any further assistance, he may contact me directly at ###-###-#### M-F 9am – 5:30pm EST. Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Review: This involves both an advertising issue, and a refund/buyout issue. I recently rented a used book from this company about 3 weeks ago for $9.99. I was debating on whether I wanted to buyout my rental, and wanted to see how much the price would be once they subtracted the rental price I already paid from the buyout price. By trying to see the options, I was instantly charged FULL price for a NEW book and had no way to cancel it. They did not get my permission to charge me for this book, but it charged me anyways. I payed $29.48 for the book, which is their full price buy option for the book. They did not subtract the $9.99 I have already paid to rent it like they promised, so now I have paid about $39.47 for a USED book, which is even more than their advertised book NEW!! A used book is advertised as about $23 on their website. Upon calling, I was refused when trying to cancel the buyout. They informed me they could not issue a refund or cancel the order. In addition, they advertised on their page that they would subtract the rental price from their buyout price if I decided to buy my rental. This did not happen. I paid $9.99 to rent it, and was expecting them to charge me $23.52 for the used book, subtract the $9.99 I have already paid to rent it, for a final charge of about $13.52. I have overpaid for a USED book and I am unhappy that they refuse to fix this or cancel this buyout. I have never had so much trouble with a company in my life. They are not trustworthy. They promised to subtract my $9.99 rental from their buyout price of $29.48, but this did not happen. I was charged both amounts for a total of $39.47.Desired Settlement: I wish to be refunded $29.48 for this book by canceling the buyout option. I did not authorize them to immediately charge me for this buyout, but it was done anyways. That is illegal, in my opinion. In addition, I wish to revert the order back to the rental like I had originally had, and return it on its due date. I paid $9.99 to rent it, and was charged ANOTHER $29.48 to buy it. I wish to get the $29.48 back and just return the book as usual on its rental due date.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,