Barnes & Noble Bookstores (retail stores)

Review: Sent back 2 NOOK HDS And they send another one and its PREOWNED ok I bought a new one and should have got a NEW ONE . Call customer service and guy is like we don't have new ones. They want give a refund either. So I'm stuck with a PREOWNED one. Read a lot of reviews from other people who have same problems I've got. How can they do customers like that? I've had 2 in less then a year. It's not fair how I've been treated. They want let us have a refund just keeps sending PREOWNED crap that's not a NEW one. Thanks

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 had rented a text book from this company and returned it. The company claimed the book was damaged and charged me $261 for the book. The company had no proof of damage and destroyed the book so it could not be returned to me. My complaint is that the company charged me $261 with no proof the book was damaged.Desired Settlement: My desired outcome is a refund of the $261 or returning to me the book that I paid for or replacement book since I paid for the book.

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 placed an order for a children's book series for a Christmas present after verifying the item was listed as "IN STOCK." Throughout the payment process, it showed that the item was IN STOCK and usually shipped within 1 business day. My order status showed a shipping date of December [redacted]. In the past, I have received a shipping confirmation prior to or on the shipping date. When I did not receive this confirmation email, I contacted customer service. I was told by the service representative, Ashton, that there had been a change in the availability of my order and it was now listed on their system as "Out of Stock in Warehouse." The representative could not tell me when the item would be back in stock. When I pressed further, I was told it could be next week or a month or longer. As this is for a Christmas present, that is unacceptable to me. I would not have purchased if I had been aware that it would suddenly be "out of stock." When I asked for a cancellation of order, I was told it was not possible. Despite the fact that my order status on my account shows this order as "Still Processing," it was stated that my order was processed and already at the warehouse. The discrepancy in my account status I am allowed to see and what the business system sees is very disturbing. In addition, I checked and on the webpage with the specific item, it still shows it as In stock and available to be shipped within 1 business day. I was told by the representative that I could purchase the item through another retailer if I chose to do so and wait for the shipment from Barnes and Noble. After the shipment was received, I could return it to them and be refunded for the transaction. I have read in previous reports that once an item is processed and the order sent to the warehouse, an order cannot be canceled; however, my order is NOT processed, according to the account status I can view.Desired Settlement: I would like a refund as my bank account already shows the transaction on my account as a pending transaction. The total amount was $28.57. As I am a frequent customer of Barnes and Noble through Nook, I would settle for a store credit as long as I could use it for a purchase on my Nook or Nook app for Nookbooks.

Consumer

Response:

Review: I rented a book titled, "The Introduction to Multicultural Education" from Barnes and Noble on March [redacted], 2014. The book rental was $33.05, plus $15.48 for shipping, and $2.64 for tax, bringing the total to $51.17. I was sure to read the rental agreement before purchasing the book. I used the book for approximately four-weeks and returned the book promptly; before it was even due. I packaged the book in a bubble-lined manilla envelope so the book would get not get damaged upon return. The book was in pristine condition when I mailed it to be returned. I received an email indicating that I was being charged $42.50 because "This fee was for a damaged rental return." I immediately called the number listed on the email because I did not believe the rental was damaged in any way. When I called I talked to a woman whose name was [redacted]. I indicated to her that the only "damage" I could think of was the highlighting I had made in the book. However, in my opinion the highlighting was not "excessive." She informed me that it was not the highlighting but that the book was damaged in some other way and had to be "discarded." When I asked her if she could please let me know what the damage was she informed me that she did not know. I have a problem being charged $42.50 for "damages" which I don't believe exist. If in fact some damage did occur to the book from the time I mailed it to the time it was opened I feel Barnes and Noble should document the damage so if a consumer (myself) calls with questions Barnes and Noble is fully prepared to answer them.Desired Settlement: I would like to be refunded $42.50 for the supposed "damages" to the book I rented. I believe that if Barnes and Noble cannot inform me of what these damages are than there is reason to believe no damages exist and I was unfairly charged.

Review: In May **, 2012 I purchased a Nook Color with an extended warranty . The factory warranty I was told went until May ** of 2013 then the extended warranty would then go for another year, At the time I was NOT told if you used either warranty the warranty at the time of use would then be null and void and only go on for another 3 months. I was told that I would get a NEW replacement in the event my Nook war bad. NOTHING was said about getting a certified per owned. I had problems, was told I would receive a NEW Nook. When I got it in the mail it was a certified per owned. When we called we were told well we don't make them so this is all you get and your warranty is no good anymore. We were not told anything about them no longer making them or was not given an offer to upgrade. In May of 2012 they new I am sure at that time that they would not be making the Nook Color any longer so they in effect sold me an extended warranty at under false pretenses and was NEVER explained the small print on the warranty that it could only be used one time. When I called I was treated like a it and when my husband called they in effect told him they would not help him. I will never purchase another nook. If I had known this I would have made a different choice at the time of purchase. I do not like spending $240 plus another $60 for warranty that is not good.Desired Settlement: Replacement of a NEW product, they chance to upgrade if they do not have a new product and or refund of my money. I also want you to know that the practices of Barnes and Nobel are shoddy at best. Also an apology for the way we were treated by they people on the phones.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We appreciate that [redacted] has made NOOK his eReader of choice and regret to hear of his dissatisfaction with his Certified Pre-Owned replacement device.

As stated on our website, in the Manufacturers One Year Limited Warranty information, "...once B&N determines that your NOOK is covered by this Limited Warranty, B&N will, Within reasonable period of time, at its option and at no additional charge, do one of the

following: replace Your NOOK with a new or Certified Pre-Owned model of equal or greater value ..." For complete information on the Manufacturers One Year Limited Warranty, please visit the link below: [redacted]

Additionally, in the Protection Plan Terms and Conditions, "...we will replace the original purchased Product specified on Your Barnes & Noble order with a new or certified pre-owned unit, provided such replacement is authorized and necessitated by Product operational or mechanical failure during normal usage, or by ADH (described below). Coverage does not apply to accessories that are used in conjunction with or to enhance the performance of the covered Product. .." For complete information on the Protection Plan, please visit:

[redacted].

We truly regret any disappointment this has caused, however, please note this is a common practice with such electronic merchandise. We ensure that each Certified Pre-Owned unit is thoroughly inspected for scratches, cracks or other forms of cosmetic damage. Our Certified

Pre-Owned units undergo rigorous quality testing by trained technicians before we send them to our customers. In cases where the unit is found to have a defector cosmetic damage, we have replaced the defective/damaged component, permanently repairing it so our customer can use their replacement devices with confidence.

Since [redacted] indicates she was advised that she would be receiving a new device, we have sent her a new replacement via UPS tracking# [redacted]. We have also sent [redacted] a prepaid merchandise return label to return the Certified Preowned device.

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

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: Our company ordered nearly $300.00 in books as holiday gifts for our board of directors to be delivered nearly by December [redacted] and only 15 of the 16 books were delivered and we paid for expedited service for the order to arrive on time for holiday party., When this did not happen , I called and asked if they could have a local Barnes and Noble deliver us a copy of the outstanding book that was still in transit so that all 16 directors would have their gifts given at our annual party. Not only did they not attempt to correct the wrong, they suggested that I call a local Barnes and Noble to see if they had the book and I could pay for it and then return the book once it was delivered . I was so appalled by their disregard to our company I don't know where to start . To not make an attempt to establish a working relationship with us and to have us to get a staff member go out and not only find a replacement book that was paid for , they wanted us to pay for the book we already purchase because they could not trust we would return the book when it was delivered . I have never experienced such blatant and disrespectful treatment to a company that it is very unsettling to think your staff found nothing wrong with their customer service skills . I was kept on hold for nearly 20 minutes and made to feel that they really did not want our business ,We paid extra to have timely service and instead , was pretty much told told to go buy another replacement book . THIS IS UNACCEPTABLE.Desired Settlement: EXPEDITED shipping charges should be refunded and a letter of apology issue to to our [redacted] and [redacted] , [redacted] and employees as she is a voracious reader and wanted specifically for the books to be ordered from Barnes and Noble,

Consumer

Response:

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

Review: On Thursday, September **, I received an e-mail from Barnes and Noble advertising a 20% off coupon. The e-mail stated that the coupon could be used either in a store or on-line. When I attempted to use the coupon through their website, I received an error message that the coupon was invalid. On Sunday, September **, I specifically went to [redacted] to use the coupon at their location on [redacted]. I was told that the coupon was only valid for Barnes and Noble Members and that to use the coupon I would need to purchase a membership for $25. That is $25 to save $2 on a single book purchase. No where in the email or on their printed coupon did it say that the coupon was valid for members only.

The code on the coupon was [redacted].Desired Settlement: I will accept nothing less than a refund of $25 for the cost in gas, parking, and time that I spent making a special trip to Barnes and Noble to use a coupon that I was told I was not allowed to use. I also expect a written apology and a their promise to cease using deceptive advertising practices to sell their memberships.

Consumer

Response:

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

Sincerely,

Review: I also have a dispute with customer service/ tech help. I purchased a Nook HD+ (July **, 2013) from Office Max. I have had several service issues that have not been able to be resolved. In fact the last tech help turned the Nook into a very expensive paper weight. It longer charges or turns on. (different chargers were tried)

Tonight I took the Nook to a Barnes and Noble store hoping for better technical help. They told me it was out of warranty and could not help me. In the store I called customer service AGAIN. They show that the warranty begins (Nov *, 2012) that's when it was registered to my Nook account??? The explanation was something about Office Max being a third party seller and the warranty starts when it is sold to them. The customer service rep and [redacted] told me I would have to go to the store where I purchased it to receive help with the warranty. I went to the store I purchased, they no longer carry this product. The store employees went way out of their way to try and help me, even though they couldn't. (Not really their fault- I feel they were wonderful even trying) While at the store I called Nook customer service again. This time he told me to send him a copy of the receipt and then they would see what they could do for me. (I have to admit that this was AFTER I told him I was getting you involved.) I have just sent them a photo copy and scanned copy of the receipt.

The current ticket # is [redacted].Desired Settlement: At this point I really would like a working ereader/ tablet. But most importantly, I would like Barnes and Noble to stand behind their product.

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:

[Your Answer Here]

They have offered to replace the device, I no longer have it so I can not do an exchange. I would not want to own the device especially from a company that doesn't support it. So this portion of the complaint can be considered resolved. But this wasn't the real reason for my complaint.

However, they didn't offer to replace it until my husband posted a comment on their [redacted] page. Even then they didn't agree that it was still under warranty.

At this point I just want to let people know that if you according to Nook if you purchase a product from another company (not nook or barnes and noble) beware you may be buying something without a warranty according to them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: When ordering a college textbook the website was having an error which in turn caused me to order to of the same book and charged me twice. I called minutes after I realized what was going on and the woman I talked to assured me that the second purchase was being cancelled and I was see that refund back to my account within 3 business days. I called on day 5 when I realized it had not been refunded, only to be told that the shipping center denied the cancellation which I was never told via email or phone. I was told then just to reject one of the books and I was assured again that I would not have to pay any shipping for this. When the refund was finally given, it was only $73 when I paid $84.01. When I called the gentleman said because I paid express shipping($9.99) I wasn't supposed to get that back but he would put in a request for that and I would see it within 48 hours, only to realize that I only got refunded $5.34 which is not the $9.99. This is a very unethical way of doing business, there was never a time that I was contacted that any of these issues were taking place. Due to the shady business practices that Barnes and Noble has, their error had caused my checking account to get overdrawn because they would not refund my money when I was told it would beDesired Settlement: I feel as though I should get reimbursed the $40 that my bank charged me because of Barnes and Noble error

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We sincerely apologize for the website error [redacted] experienced when placing her textbook rental order.

We can confirm that [redacted] was initially charged a shipping fee of $5.25, not $9.99 as indicated in the complaint. The shipping was charged at 4.98 plus $.27 tax. This fee was refunded on August **, 2013 to [redacted]’s original method of payment. Once the textbook return was processed on August **, 2013, the remaining amount refunded was $78.76 which includes the cost of the rental, $74.65, plus the tax of $4.11. This was also refunded to the original method of payment.

We have attempted to speak to [redacted] to confirm her order has been refunded in full. We have left a voicemail with our direct contact information if [redacted] requires any further assistance, she may reach me directly.

Please do not hesitate to contact me should you have any further questions or concerns.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved

First and foremost I was refunded the sent back book on August [redacted] and I was only refunded the book amount not the shipping which was $9.99 per their website, my email receipt even said I was charged 9.99 for express shipping. I called and they said they dont refund shipping on rejected books but they would submit a request for the shipping. They at that point only refunded 5.35. I then called again to have the rest refunded. On the [redacted] of August I was refunded the rest of the shipping. On the [redacted] of August I checked my account and saw that Barnes and Noble once again charged my account the 78.67. I called them at that point and a rep named [redacted] said they had no record of that transaction and couldn't help me any further. I now have to contest the charge to not get that amount taken out. I am more than willing to send a copy of my original receipt and also get a copy of my bank statement showing what has happened. I am absolutely disgusted with how Barnes and Noble does business and will no longer do business with them and will no longer tell people to go there.

Review: We purchased a Nook HD from [redacted] for our daughter in June. The power cable failed in early July while the product was still under warranty. We first contacted Barnes and Noble tech support about it by phone on July ** and they said they would send another one. Since then we have contacted them an additional 5 or 6 times by phone and 2 times using online chat. Each time they say they are shipping a replacement cord but we have yet to receive it. They have made stated that the reason the part was not delivered is because the part was out of stock or they had technical problems but that the part is now in stock and will be shipped soon each time. I am now feeling that they are either totally inept or dishonest and trying to not ship it to save costs. Looking online reveals that many other customers have the same complaint.Desired Settlement: We desire them to actually send the replacement charging cord for our Nood HD.

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 am a member of Barnes and Noble discount membership, Card # [redacted] and have been a member for at least five years. I opted for automatic renewal by having them charge my credit card each year. A few weeks ago, I got an email that my membership was due for renewal in June. Last week, I noticed on my bank statement that the renewal had taken place as of May *, 2014. When I went into the branch store in [redacted] (on [redacted].) I was told that if you opt for the automatic renewal, it is always done one month before the actual renewal date. In other words, you pay for a year, but they charge you again after 11 months.

I requested removal from the automatic renewal option and the [redacted] of the store called [redacted]; they said they would reverse the charge on my card but it might take "one or two biling cycles" which I assume means one or two months. That wasn't made clear. That is unacceptable, but even more unacceptable is that this has been going on for several years and I never noticed till now. So at this point I have been cheated out of one month's membership for at least five years. More importantly, thousands of other members have been cheated out of that month as well. This probably brings Barnes and Noble hundreds of thousands of dollars in extra earnings each year!Desired Settlement: I want the $25 charge refunded to my credit card IMMEDIATELY, not in one or two billing cycles.

I also think I should get an extra $10 for the months I have been cheated out of over the years, and finally the corporate office should figure out a way to change their policy, or else change their misleading advertising which claims that you are getting a one year membership - not an 11 month memberhip.

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:

[

This was partially resolved. The company credited my account for the $25 but did not either apologize or credit me for the months I was cheated out of over the years. However I do not wish to pursue this further at this time.

[redacted]

]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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 purchased my nook color at a third part vendor in sept 2012, I registered the device on sept **,2012 and on July *, 2013 I purchased a book through Barnes and Noble and once the download was complete a red horizontal line appeared in my nook which is continueslyapparent regardless of the application. I first contacted the B&N chat line which I was informed to reset the device to the original manufacturing settings. I did this and that did not resolve the red line. I next contacted the support line and told that for some reason the serial number was not attached to my nook registration and it would take 24-48 hours to update. I allowed this time to call back and once again was told the same thing on two different occasions. The 4th time I called 7/**/13 my call was esculated to a manager ([redacted]) who stated that she would get this resolved I also had to provide her with a credit card number at that time incase I did not return the old Nook, I was told Ishould recieve an e-mail w/i 3-5 business days and I would recieve 3 e-mails, one with confirmation of the request, one with the return shipping lable and the third with a tracking number once the device was sent. On July [redacted] I had yet to recieve an email or call about my replacement and called again. I was told that there still was an issue with the serial number and that again the call would be escalated and I should recieve a call or an e-mail w/in 24 hours if not the same day. I called again today July [redacted] and still have yet to have my situation resolved now I am being told that there is no device available for replacement and that there still is an issue with the serial number.Desired Settlement: I have called at least 6 times regarding this nook issue without any resolution, follow up emails or call backs I feel that B&N is stonewalling me as they have my credit card information as well as aware that I purchased a two year service agreement with the third party vendor. I do believe that a brand new Nook should be sent to me immediatly without further delay and that it should be B&N responsibility to resolve this situation as my Nook is still within the standard one year warrenty and according to their website their has been numerous complaints for the same issue of the red line.

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 have rented textbooks with Barnes and Noble for years and have had no issues. However, this time around I experienced a huge issue as well as HORRIBLE customer service.

I rented one book with Barnes and Noble and one book with another rental company. I returned the books at the same time (07/**/2015) but unfortunately shipped the wrong books to the wrong party however, the return slip was correct. Book Classics of Organization shipped to the wrong rental company with that company's slip and Business Research Methods shipped to B&N incorrectly but with B&N slip.

The other rental company saw the discrepancy and contacted me right away. They are in the process of returning the incorrect book to me so I can re-ship it to B&N.

B&N never contacted me of the discrepancy so I contacted them - over 7 times. I spoke to a supervisor 4 times. Each supervisor said they would look into the issue and return my call. I NEVER received a call back from anyone at B&N.

B&N stated they have not received any shipment from me as well as they have refused to provide me the tracking number of their prepaid shipment label so I can do further research.

Lastly, the last supervisor I spoke to stated and I quote "[redacted]." So now, they will not help or provide service to me they are additionally blaming me for it all. I understand I shipped it incorrectly however that does not allow them to keep the incorrect book or provide bad customer service.

This book I shipped to B&N is worth $400 and because B&N is not shipping it back the other rental company will be charging me for this amount.

I will never work with B&N every again. All I want is the book to be shipped back to me and I have already agreed to pay that shipment fee and have a supervisor or manager call me back and apologize.Desired Settlement: Return the incorrect book that was shipped as well as call back like promised and discuss issue.

Consumer

Response:

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

Review: I bought my wife a Nook in 2010 while she was in the hospital. When I bought the Nook they wanted a credit card on file so that books could be ordered via the internet. The company offered me two free trial subscriptions for a newspaper and magazine. I was told that they were free trials. I don't remember anyone telling me that I had to cancel the free subscriptions if we didn't want to be billed. Recently I noticed unexplained charges on my credit card bill. Come to find out they have been charging my credit card for the two subscriptions monthly since Oct of 2010. Shame on me for not noticing sooner but we pay all our bills with credit cards so easy to over look. My wife was so sick she never used the nook or downloaded any of the subscriptions. While in the hospital we lost the charger and haven't used the nook so weren't aware of any notices or subscription downloads. When I called the company to explain what was happening, the best they would do was credit my account for that months subscriptions. That's when I found out they had been charging me since 2010. I filed a complaint per instructions from customer service. When I asked for a copy of the document I signed authorizing them to bill me for the subscriptions, they no longer called me back or provided the documentation. Any help you can provide me would be appreciated. I don't like being taken advantage of. Thanks in advance. I can provide a claim number if needed.Desired Settlement: I would like the company to credit my card.

Consumer

Response:

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

Sincerely,

Review: I filed a complaint in 2012 (complaint number [redacted]). The company did everything possible to make me accept little or no money for the merchandise I returned but was lost by UPS. They were reimbursed, but did not want to return my money. After months of being ignored, I had to go to small claims court. The court agreed that the company was negligent and breached their contract and awarded me over $400 dollars in a breach of contract settlement. If this company has a satisfactory rating with the Revdex.com, it should be reversed.Desired Settlement: I wanted this information posted on your web site so others will not have to go through the difficulties I had to endure. They should be avoided at all costs.

Review: Barnes refuses to cancel the order [redacted].

I have started the actions in the Barnes system to cancel this order since one hour after the order was uploaded to Barnes system (Oct, [redacted]).

I already purchased the same items from other supplier, once the cancel option was available in may order, and it was "clicked" by me, and as soon as I receive the message from Barnes system "We have received your request to cancel the item in your order listed below. We will send an email to you confirming cancellation in the next hour", I understood that the cancelation was accepted and a confirmation of that would be send by email. (I have a copy of the Barnes system answer).

However, I did not receive an email and after a compaint made by email, Barnes informed me that the cancelation was not possible.

So, once I asked the cancelation 5 days before the shipping date forecast and the payment was not charged yet. I can not understand way the order can not be canceled. It looks like just lack of Barnes flexibility and poor customer care.Desired Settlement: The cancelation of the order # [redacted]

Business

Response:

October **, 2013

Review: Barnes and Noble will not refund $16.95 taken from a gift card for a magazine subscription. Online chat, telephone, and email contact have not been successful.Desired Settlement: $16.95 refund

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,

August [redacted] placed an order for textbooks. Received an email my items were in stock and would be delivered by Aug[redacted]. August [redacted] never received items, called and everything was sitting in the warehouse was told 1 book was not in stock (although all books were reported to be in stock). Was told they would sent what they had and locate the other book to send later. I would get the books in 2 days. 2days later never got books, they all were still in the warehouse. Now apparently 2 books were not in stock. I was told the books they had would be sent and I would get them in 3 days. They would work to locate the other two. 3days later never got the books, I called everything was till in the warehouse. Spoke to several managers finally one reported she was going to upgrade me to expedited shipping she located the other two books and everything would be sent out from whatever warehouse they were in would get them in 3 days. I waited nothing ever came and I find out all books were still sitting in the warehouse with no delivery insight. By this point it was August [redacted] my classes started and I had no books. I had to cancel the order get my money that was not supposed to be processed until the delivery was shipped but was anyway refunded back. I ended up paying and additional 75dollars with another retailer to get the books I needed for class in a reasonable time. I will NEVER shop or do business with Barnes and Noble again. Their professionalism was beyond subpar!!!! They never made any true attempt to make this right just lied to say whatever to get me off the phone!

Review: My husband and I recently purchased a NOOK HD+ for our 7yr old daughter who loves to read. We set up profiles and passwords but the password protection was unclear and my daughter went and purchased books totaling $81 on our debit account. we contacted B&N ASAP and explained the situation, they proceeded to refund us 13.99 and told us to email corporate. I went ahead and did that, once again explaining our situation and they in fact refunded us another 13.99 but said that was all they can do and to call our bank and take it up with them. The man I corresponded with told me he was at the highest level of management and policy states absolutely no refunds and there is absolutely nothing he could do. His customer service was terrible and I will never shop at B&N again and I am considering returning the NOOK for a Kindle Fire. The manager could have cared less. His name is [redacted].-Customer Service Management - Digital Support. I work in customer service industry and I know first hand we do anything possible to make our customers satisfied and happy. I am asking for a refund of $47 the balance of what my daughter accidentally bought via our debit card. That money is very important to us financially and I would hope someone would help us and make us happy. [redacted] also proceeded to tell me that a NOOK is ONLY for 13yr olds and up which was the WRONG thing to say. So B&N discriminates against younger children reading via NOOK? This man [redacted] was not helpful and his emails were not at all nice and I would greatly appreciate a refund. Thank you-[redacted]Desired Settlement: I would like a refund for the balance of purchases that were accidentally made via my debit card and I would like [redacted]. to be reprimanded for not helping out a customer and if he is the highest level of management then he should DEFINITELY be demoted because his customer service skills are horrible!

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

As stated on our website, "NOOK.book purchases are not refundable."

Please be aware as stated on our website Terms and Conditions of Use under Password and Account Security, "Every User that has an account on the Barnes & Noble.com Site is responsible for (i) keeping his or her account password confidential and secured, (ii) avoiding unauthorized access to such User's devices ...User accepts full responsibility for all activities that occur within such User's Barnes & Noble.com account or within the Barnes. & Noble.com interactive community.” Additionally, under Digital content ...it states "Digital Content is only available for purchase by Users with a credit card that has a United States billing address. By opening a Barnes & Noble.com account for Digital Content, you represent and warrant to Barnes & Noble.com that you reside in the United States and that you are capable of entering a contract under the laws of the United States.

Additionally, our website Terms and Conditions of Use under Age of Use states that, "Our products and services are marketed for and directed towards purchase by adults or with the consent of adults. Individuals under the age of 18 are not permitted to use Barnes & Noble websites without the supervision of a parent or legal guardian. Furthermore, we do not knowingly collect or solicit personal information from children under the age of 13 or knowingly allow such persons to register for an online account or to post personal information on our websites. Should we learn that someone under the age of 13 has provided any personal information to or on any of the Barnes & Noble websites, we will remove that information as soon as possible."

Our records indicate that a Digital Support Supervisor did issue the refunds to [redacted]'s original method of payment, as a courtesy.

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.

Sr. Consumer Affairs Advocate

Review: We purchased 2 Nook Colors from a local Barnes and Nobel store with warranties, We had an issue with 1 of the Nook's keyboard keys not working. I called in for the warranty and was asked for my credit card to process a rapid return/shipment of a refurbished Nook as they no longer sell and or make them anymore. I gave them the information and was sent a refurbished unit in a couple days. I brought it home and plugged it into the charger to get the battery charged before using it. Once the green light was on indicating the charging was finished the Nook would only come on when plugged in. I called into the customer service department and had to complete troubleshooting and I did. It was then decided that they would replace the defective Nook that they sent with another unit. Again I was asked for my credit card information to do the rapid return/shipment. I told them no as I just did that earlier and they should be doing the rapid return on their own as they sent the defective unit out. After talking with the supervisor she also stated the same thing and would not offer anything other than that. She would then stay on the phone without saying anything to me as I filled out this form.Desired Settlement: what I am looking for at this point is very simple. send me a non refurbished working unit OR upgrade to the Nook HD OR a complete refund of the total purchase price when we paid for it at $250.00 plus an apology letter for the issues we have had to go through at this point. If this company actually respects its customers and its business name than my request should be very simple. The replacement or upgrade should be sent postage paid by Barnes and Noble and also include a return label to send back the defective unit to them. I also should get a phone call from someone up the corporate ladder as well.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We appreciate that [redacted] has made NOOK his tablet of choice, and we are very sorry to hear of the technical issues he has experienced with his replacement unit.

We understand that [redacted] was not satisfied with the Certified Pre-Owned devices he received. We truly regret [redacted]'s disappointment; however, please note this is standard practice in the electronics industry. As stated in the Terms and Conditions of the Standard Warranty, the replacement device we send as a result of a warranty claim will be either a new or refurbished.

We ensure that each Certified Pre-Owned unit is thoroughly inspected for scratches, cracks or other forms of cosmetic damage. Aditionally our Certified Pre-Owned units undergo rigorous quality testing by trained technicians before we send them to our customers. In cases where the unit is found to have a defect or cosmetic damage, we have replaced the defective/damaged component, permanently repairing it so our customer can use their replacement devices with confidence.

We have spoken with [redacted] and assured him that we stand behind all the products we sell.

As a courtesy, we offered to send a new NOOK Color replacement; however, [redacted] indicated that the recent Certified Pre Owned replacement device he received is working just fine.

We have provided [redacted] with our direct contact information should he require any assistance in the future. Please do not hesitate to contact us should you have any further questions or concerns.

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 is currently being tested. This Certified Pre-Owned replacement also has shown signs of problems and we are trying to work through them. In the event that we are unable to get passed the current issue, I will be contacting the person whom I spoke with on the phone to decide what is the next step. This matter is not to be considered resolved at this time.

Sincerely,