Barnes & Noble Bookstores (retail stores)

Review: In August 2012, I purchased a Nook tablet. At that time, I had a print subscription to Lucky magazine. As a Lucky print subscriber, I was entitled to a free digital copy on my Nook. I confirmed my subscription information and began receiving my free digital monthly subscription. In February 2013, my print subscription to Lucky expired. I immediately renewed it. That same month (February 2013), I received an e-mail from Barnes & Noble stating that as a result of my print subscription expiring, my free digital subscription would also end. (I had, however, already renewed my print subscription.) This e-mail stated, "Please confirm your new print subscription information by 09-**-2012 to avoid a full-price charge." Note that this e-mail was received on 02-**-2013 and thus made no sense. This month, I examined my bank statements for the past six months and discovered that Barnes & Noble had been charging me $1.99 monthly for my digital subscription to Lucky since March 2013 (including months March, April, May, June, and July for a total of five months and $9.95). I called Barnes & Noble's customer support and explained my issue and was told that a supervisor would contact me within 72 hours. This did not occur. Today, I called back, and after 45 minutes on the phone, was told that Barnes & Noble would only refund the price of the July issue ($1.99). Considering that I have maintained my print subscription for the duration of my Nook ownership--and was NOT notified that I would be charged--this billing is both incorrect and deceitful.Desired Settlement: I expect a refund for the months I was incorrectly billed (March, April, May, June, July) for a total of $9.95.

Business

Response:

Dear Revdex.com,

We reviewed the complaint submitted by [redacted].

When [redacted] signed up for the free digital magazine subscription, she was advised she would not be billed as long as her physical print subscription remained active. Once a physical print subscription expires, the free digital subscription ends and the monthly billing process begins unless the customer opts to cancel the digital subscription altogether. Since [redacted] renewed the physical subscription after its expiration, she would have needed to complete the original process again to re-link her digital subscription to her renewal. If the physical subscription was renewed prior to its expiration, then there would no interruption in her free digital subscription.

[redacted] acknowledges that Barnes & Noble did notify her that the since her print subscription expired, her free digital subscription would likewise end. Barnes & Noble does not receive updates from the magazine publisher automatically regarding renewals of subscriptions. We advised [redacted] in the email to please confirm her new print subscription information to avoid any charges. We will not be able to offer the free digital subscription until [redacted] re-enters her current print subscription information.

In the essence of customer service, we have issued a refund for the subscription charges for the months of March 2013 through July 2013 which totaled $9.95. The refund was processed on August **, 2013 to [redacted]’s original method of payment. 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.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

Consumer

Response:

In response to Ms. [redacted]' statement, I would like to remind her that the e-mail sent to me by Barnes & Noble upon my subscription expiration in February 2013 instructed me to "confirm [my] print subscription information by 9-*-2012." This is a direct quote from the e-mail I received. I would beg [redacted] to note that September 2012 is chronologically before February 2013, and as such, there was no possible way for me to confirm my information by that date. There was no failure on my part to follow directions.

I would like to note Barnes & Noble's customer service is exceptionally time consuming and (as mentioned previously) the supervisors, deceitful.

Nevertheless, I was refunded the price I was charged in error, and therefore can state that:

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: Over the last four years, Barnes and Noble has been charging my bank account for an annual membership fee that I canceled during the first year trial. This means that I should have no longer been charged for an annual membership fee since I had canceled my membership. However I noticed on my bank statements that I was getting charged for these membership fees so I called back this January 2015 and told Barnes & Noble that I like a refund in the amount of $100 for the four years I was charged. I was able to get my first refund within a week, however the next three were not so easy to obtain. When I had to call Barnes & Noble they had my old address in their system and I told them that I no longer live there. I simply had to give them that address so they could find my case. The person told me that my check would be sent to my current address however the next three were not so easy to obtain. When I had to call Barnes & Noble they had my old address in their system and I told them that I no longer live there. I simply had to give them that address so they could find my case. The person told me that my check would be sent to my current address. Two months later, I called back because I did not receive any checks. After a long process I was told that the customer service rep sent it to my old address on accident and that a new one to my current address. Two months later, I called back because I did not receive any checks. After a long process I was told that the customer service rep sent it to my old address on accident and that a new one what have to be prepared and shipped out to me. So in April I call back again because I was told it would take about 4 to 6 weeks and still I did not receive a check. The lady tells me that it was sent and that it should take another four weeks to be prepared and shipped out to me. So in April I call back again and still I did not receive a check. The lady tells me that it was sent and that it should take another four weeks to arrive. And until this third day

in July, I have not received my refund. I am very frustrated as I've spoken to a manager and I've dealt with very rude customer service

arrive. And until the stay in July, I have not received my refund. I am very frustrated as I've spoken to a manager and I've dealt with very rude customer service over this tedious journey that is taken seven months with no resolution. I simply want the money that was promised to me send to my current address because being a nursing student, $75 can really go far.Desired Settlement: All I want is my money back. The total sum of $100 was promised to me and only a quarter of that has been paid directly to my bank account. I would like A $75 check to be sent to [redacted] In a recognizable envelope since I was never told what the envelope would actually look like even though I've asked numerous times.

Consumer

Response:

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

Review: My son was given a duplicate "Metal Earth DIY steel sheets to 3D models: Military Aviation." The barcode label clearly states that the item was purchased at a Barnes & Noble store. They refused to issue a store credit without a receipt. Since the item was a gift, I did not have one. They insisted the return policy was clearly stated on the receipt. Once again, I explained that I did not have one because it was a gift. I looked around the store and there was no clear, visible return policy. At the register counter I found a return policy covered by a damaged protective coating making it impossible to read said policy. I have a picture of that. All I wanted was a store credit for the item ($24.95). I've worked in retail, including management for over 20 years in the state of New York. I know that the return policy must be clearly stated where a customer can see it. I'm not sure of Connecticut's law. I called their corporate office and they stood by the store's policy. They hung up on me when I said that resolution was unacceptable and to please connect me to a [redacted]. Please help me return the item for $24.95. They still have the item in the stores at regular price.Desired Settlement: All I want is store credit for the value of the item which is still being sold at full price at the stores. ($24.95) I am not asking for something unreasonable.

Consumer

Response:

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

Review: I purchased a Nook HD in 2011 since then I have had three all three have been bad (1) the speakers went out (2) will not hold a charge and (3) will not hold a charge I have called several times and e-mailed them a couple of time they want me to keep doing a reset on number three but that did not work the first 2 times they told me to do it.I contacted them today and Julie wanted me to do it again and I refused to do it since it did not work the last time.Desired Settlement: IF they do not want to give me my money back I will take the new Samsung Nook something other than Nook HD

Review: I placed an order online through Barnes and Noble for two books on October **. The first book was a direct order from Barnes and Noble with regular shipping. I received that book before it was even scheduled to arrive. I was very impressed and happy with the order and shipping.

The second book I ordered on October [redacted] was 4 Disciplines of Execution was ordered with express domestic shipping though marketplace. I contact the seller asking when I was going to receive the book. I heard nothing. A few days later, I emailed the seller again and stated that I had paid for express shipping and wanted to know when the book was going to ship. Still nothing. After another email, I got a response stating, "hi, It has already been processed and you will receive it in next 10-12 working days." I emailed the selling AGAIN stating that I had paid for expedited shipping. No response. I emailed three more times on various days asking for tracking, ship dates, expected delivery and for a refund. I finally heard back on Oct **, "HOpe you are doing good today. PLease give us some time for the approval of the same." I emailed the seller again asking for a refund as well as a delivery date because my card had already been charged. The seller then asked for my phone number. I provided my number. The seller called me in the morning at 9. He asked, "you ordered book from us." I said yes and I hadn't received it. he then stated "you haven't received it?" I told him no and that I had emailed numerous times and I wanted a refund. The seller said he would research the issue and call me back the next morning at the same time. The seller has not called me back and I have emailed him since several times.

I have been on the phone with Barnes and Noble over 4 times (and put on hold for over 30 minutes). They told me that they could not do anything that it was not their fault, that I needed to contact the seller. I told them I was trying and that B&N was responsible because they put this seller on their website for customers to use.

I am extremely unhappy and shouldn't have to spend hours on the phone trying to be refunded for a book I never received and shipping that certainly wasn't express.Desired Settlement: I would like a refund for the full amount. I would also like a gift card for my troubles and time spent on hold. The customer service was horrible and it's shameful that Barnes and Noble represents fraud sellers to their customers.

Review: I purchased a Text Book at the [redacted] Campus location of B&N, charged $16 for overnight delivery, but was not told they did not have the book.

I purchased a book and was promised overnight delivery and was charged $16 for the service. When I did not get the book, I checked and was told the order was "on hold" and it would be shipped when they received it. This information was not disclosed, I expected next day arrival as per the terms of sale.

I was offered that the amount could be refunded but only if I sent my credit card number, expiration date, and security code to the merchant via unsecured email or gave the information to a random employee over the phone. I prefer they mail me a check which I believe to be a fair way to handle it without disclosing additional personal information to individuals who may have a personal vendetta against me because of my complaint. I now believe because of the hassle, they should refund the full purchase price and the cost of shipping.Desired Settlement: Refund of the purchase price including shipping costs because of failure to disclose information about the purchase and their request of personal information by way of a nonsecure method.

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] I would like to see them change their practices so not to mislead consumers that a fee paid for overnight delivery does not really mean you will get the book overnight, it could be weeks or months. The offered to refund my shipping fee but I am concerned about others being taken advantage of.

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

Sincerely,

Review: In January of 2013, I purchased a Nook HD. After the first of this year, my husband contacted Barnes and Noble customer service requesting help getting the battery replaced because it was not holding a charge. I would charge the NOOK, then read for a few minutes (5-10 minutes, up to an hour) and then a pop-up box would appear telling me to plug in the NOOK and recharge it, as the battery was down to 1-4%. When I plugged the NOOK in to recharge, it would immediately show anywhere from 50+% charged to 80+% charged. Regardless of how long I charged the NOOK, it would repeat this pattern, and often it would just shut down without notice.

The customer service man told my husband that there was no way to replace the battery, and that the NOOK just needed to have "a hard reboot" and he walked my husband through the process. He told my husband that if this didn't work that there is a trade-in program through which we could get a refurbished NOOK HD since the battery isn't replaceable and the NOOK isn't repairable. This reboot was successful, temporarily. In just a matter of a couple/few weeks, the NOOK began have the same problems. When my husband called customer service again he described the problem to a woman c/s representative, she asked whether we have the extended warranty, and when he told her no, she said that she couldn't help us. He then asked for the address of a repair facility where we could ship the NOOK and have it repaired at our cost. She said that there is not a repair facility and that there is no way to repair the device. She said that there is a trade-in program, but the NOOK HD is not on the list for that option. She did not offer any assistance or any other viable option.

On March [redacted], I took the NOOK HD to the [redacted] store where I purchased it. I asked for a [redacted] or [redacted] over the NOOK section. A gentleman named [redacted] said that he is a merchandising [redacted] and that would be his department. When I explained what my NOOK is doing and what had happened so far with both calls to customer service, and that we had been given conflicting information in these calls (one c/s representative saying that if the hard re-boot didn't work that the device is eligible for a trade-in and then being told on the second call that it was not eligible for trade-in), [redacted] told me that the second c/s representative wasn't right. There is a trade-in program that was established because of this and similar problems with the NOOK. He called a B&N internal store support division (different from customer service available to us) and explained the problem. He was told the same thing that my husband was told on the second call, that the NOOK HD is not on the trade-in program and it is not repairable. The end result of this encounter was that we should have bought the extended warranty, and since we didn't, there was nothing that B&N could do about a $200 device that worked about one year. [redacted] did try to find out when/if the NOOK HD is going to be added to the list of devices eligible for trade-in. When he did not get an immediate answer, he took my e-mail address, told me that he would check with his store [redacted](s) and would let me know what they found. I have not heard anything since.

My main issue is that it is apparent that B&N knows about this problem with the NOOK and yet there was no mention of this when I bought two NOOK HDs within 60 days of each other. I was not told that the devices frequently fail and that there is no solution if the hard re-boot does not work. B&N is content to sell a $200 device with ongoing problems, does not warn customers of the potential for failure within 12-13 months, and does not appear to be taking any steps to rectify the problem or help customers.Desired Settlement: I would like a refund of the money that I spent on this defective device since Barnes and Noble does not offer any other remedy, and no hope for a fix in the future.

Consumer

Response:

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

Sincerely,

Review: I was under the notion that a one year manufacturers warranty covered anything that happened to the product for one year after purchase. upon trying to get a repair on a Nook HD, I was informed that I have to have a ADH (Accidental Damage or Handling) Warranty. This is not covered under the Manufacturers One Year Warranty, only software or hardware through normal wear and tear. I was unaware of this when I purchased the product. I bought the Nook HD from Target and not a Barnes and Noble (B&N)store. I got an extended warranty through Target. Targets extended warranty does not include accidental damage, only software or hardware through normal wear and tear for 3 years.Desired Settlement: All I want is for the device to be repaired or replaced if need be.

Consumer

Response:

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

Sincerely,

Review: Barnes and Noble had a large sign inside their doors advertising the Nook HD+ for $99.99. When I triedto purchase it the sales aassociate tried to charge me $129.99. I told her their sign advertised it for sale for $99.99. She asked where so I took her to the sign. She consulted with another associate and then told me I would have to pay $129.99. I stated that wasn't what their sign advertised. She kept repeating their sign was wrong and I would have to pay $129.99. They changed the sign as I was leaving. They should have sold it to me at the advertised price and corrected the sign. This is deceptive advertising using bait and switch tactics. The customer service was horrible and they have lost a long term customer.Desired Settlement: DesiredSettlementID: Other (requires explanation) They need to sell the Nook HD+ to me at the price they had advertised when I tried to purchase it.

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 sincerely regret to learn of [redacted] experience in our retail store with regards to an advertisement for the NOOK HD+. Our NOOK HD+ is currently for sale at the price of$149 which is the lowest price offered since the device was released.

We would like to look further into the matter; however, we have been unable to complete a thorough research with the information provided in the complaint. If [redacted] will provide the specific store location referred to in the complaint, we will be sure to address the issue immediately.

We have attempted to reach [redacted] at the telephone number provided on the complaint; however, we have not received a response to our inquiry. Once we are in receipt of the additional information, we will be sure to look further into the matter. [redacted] may reach me at ###-###-#### M-F 9am - 5:30pm EST.

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

Review: I purchased a brand new Nook HD+ in Jan 2014. I have had to send it in to have it replaced twice now. First in April 2014 and then again in August 2014. Each replacement was a certified pre owned nook. I am still having issues with the Nook. I have called for a replacement since the end of October. Each and every customer service agent I have spoken to has asked me to call back every 2 weeks to see if a replacement can be sent to me. As of todays date none have been available. I have asked for a refund, I have asked to trade in this nook for the newest one available The Samsung Galaxy nook. I am told I would neither receive a refund nor a trade in. And am told to keep calling in.

The only other offer I have been given is to receive another certified pre owned or they will give me a Nook 8 gb which is no longer being sold in stores or on barnesadbndnoble.com.Desired Settlement: I am not the only person who has had issues with the Nook HD+ and the company should be accountable for selling defective items.

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,[redacted]

Review: I happened to notice a charge on my bank account from Barnes and Noble Membership Renewal. I never signed up for a membership that I recall, and never received a membership card or verification of membership if I did somehow sign up. The fee was automatically taken out. I did an on-line chat with one of their rep's but they couldn't find my account. I even provided him with the info from my account withdrawal line. He even provided me with the customer service phone # that was the exact number on my bank statement, so I know I must be in their system. The last time I bought anything from them was 8/**/2012. And I am not the type of person that signs for memberships to places I rarely shop.Desired Settlement: I would like my $25 back, and to be taken off any membership.

Consumer

Response:

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

Sincerely,

Review: I placed an order on 9/**/2013 order number "[redacted]". The order was for the following book "Transport Of The Critical Care Patient ". I paid a total of $110.43 for the book, $4.98 for shipping and handeling, $6.93 for state taxes, for a combined total of $122.34. The shipping cost was for "Express Shipping" which promised a delivery date of 2-3 days. The Order was Shipped out on 9/**/2013 at 08:09 am with the following tracking number that leads to a DHL Website. The tracking number was . However according to dhl records this is not a valid tracking number. I've made attempts to reach out to Barnes and noble staff over the last few days and was assured the item would arrive on time. As of yesterday 09/**/2013 the item and not arrived as promised and personnel at Barnes and Noble cannot even tell me where the item is located at since they shipped it out. This in itself is bad business. A company cannot even fullfill on their promise of delivery of a book on time especially for a working professional who's furthering their career. Upon further investigation by myself I reached out to my contacts at DHL locally and they informed me that at time's packages sent via dhl get moved to the United State Postal Service for Shipment. After checking with them it was found that the shipping number matches a USPS shipment, however USPS does not have the package in their possession and neither does dhl. and the method that this package is getting shipped once it arrives in usps custody. USPS states that once the package reaches their custody it is being shipped via package services which was explained that an item is not shipped individually the item sits at a location till usps can "fill a crate for a full shipment" which can take up to 15 days per usps customer service. So in a nut shell Barnes and Noble is providing poor customer service and is lying to their customer's when they're promissing shiping a certain way but can't even figure out where the package is, the fact that I had to make multiple phone calls to different outlets myself that barnes and noble wouldn't do is just as badDesired Settlement: I want a refund of the full purchase price as well as a written apology from the company this has created a large hassle for me in attempting to find another company that can get the book to me in time for the start of class which is on 09/**/2013, as well as I would like a store credit for my nook. and I would also like a compalint filed against the company itself

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.

Review: I have had a B & N Nook HD since 12/2013 which was purchased in [redacted] and it is under warranty until 12/**/2014. I have been having issues with the device for awhile now and in September of this year I contacted customer service at [redacted]. The woman I spoke with helped me to reset the device and it did help for awhile but in October I started having the same issues: The device will freeze while in use and stay that way for a few days without me being able to shut it off! It also will shut itself off while in use and I can't turn it back on for a few days....right now we're going on day 5 of not being able to turn it on! I then contacted customer service via web and messaged with [redacted]. I explained the issues and was told that for these issues they would replace the device but would have to actually call customer service again to get this done. So on 11/** I called customer service and referred to Service Request #[redacted] which was given to me the previous day by [redacted]. After reading the dialogue from the previous day I was told that they could send a replacement device but that it would be a refurbished one and not a new one! I said that was not acceptable and I did not want someone elses issues! I then called what I believe to be the corporate office at ###-###-####. I again explained my dilemma and he also told me that they would not issue a "New" device and was going to connect me with customer service but I said I had already contacted them! So here I am....asking for your help! I would like to point out that in my web search for a corporate phone number I came across comments from other people about this same device and the same issues! It appears that these issues have been ongoing so the company must be aware of it because these people also contacted customer service and made the same complaints and were told the same thing as myself, that a "New" device would not be the replacement and these other people also said that was not acceptable!Desired Settlement: To return my device and have it replaced with a "NEW" one....not refurbished!

Business

Response:

November**, 2014 Revdex.com[redacted]Attn: [redacted] RE: ID [redacted] Dear [redacted], We reviewed the complaint submitted by [redacted]. We appreciate that [redacted] has made NOOK her device of choice and regret to hear of his dissatisfaction with her 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 a 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: http://www.barnesandnoble.com/container/nook_lnav.asp?PID=40961 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 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 will not be able to offer [redacted] a new device replacement. We stand by the quality of our Certified Pre-Owned units, and will continue to offer support as necessary. 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. Respectfully, [redacted]Barnes & Noble[redacted]www.bn.com

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 because:

[Your Answer Here]

Dear [redacted],I have read the companies response to my complaint and resolution and I do not find it satisfactory! With a refurbished device how do I know I won't end up with someone elses problems...certified or not! I have no recourse if the refurbished unit does not work properly! I have been informed by customer service that the only warranty I would have is what is left of mine now which ends onDec.**, 2014 which would mean that if the device does not work properly after that date then I will be without a properly working device....either way I will lose out! I don't see how a company of their size can find that to be okay!

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Barnes And Noble regarding complaint ID [redacted].Sincerely,[redacted]

Review: On Saturday, October *, 2014, my five year old son made over twenty unauthorized purchases on my Barnes and Noble Nook. He purchased eBooks, magazines, and a movie. I called Barnes and Noble customer support as soon as I noticed it, about 30 minutes after the unauthorized purchases were made. The total charges were around $120. Since the first conversation I have been told I would receive a full refund twice, a partial refund, and a prorated refund. I have not received anything. I did get [redacted] to cancel half the charges, but all charges were unauthorized and made a child, I would expect a full refund.Desired Settlement: I would like all charges made to the account of [redacted] on October *, 2014 refunded.

Consumer

Response:

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

Sincerely,

Review: My nook screen is cracked. I know it is out of warranty. I contacted B&N about this and I was told there is nothing they can do about it. They do not offer repair parts and they will not fix the screen at all even if I pay for it. I was told to buy a new one. I think this is unacceptable due to the fact that the nook was over 400.00 2 year ago. This isn't a 20.00 toy here. They also sell refurbished one but can not fix mine? This is ridiculous that you sell a product but leave the customer with no way to get it repaired with out buying a new one.Desired Settlement: I want either my screen repaired

Review: Barnes and Noble directly debited my bank account for a one year membership renewal in store's program, without asking me prior to doing this.Desired Settlement: Refund the money and remove my information from membership in their store's program and online ordering system.

Consumer

Response:

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

Sincerely,

Review: I purchased a NOOK Tablet that was defective. The Tablet did not charge and would freeze for a couple hours and would not function. After several attempts to fix problem (EX) going to store in person,calling on phone, online chat support. All of which take hours on end. It was not resolved. My nooks value was $169.00 the Nook tablet was 149.00 they replaced it with refurbished. They B&N just did a even exchange. This second NOOK Tablet did not transfer my APPS I had paid for as the device said they were not supported on this unit. I brought this up several times the product APPS were never restored nor was another Angry Bird option given nor my money. I always get this error message "Sorry! The application DownloadAdmin ([redacted] has stopped unexpectedly. Please try again. Force Close." I had to contact Barnes and Noble (B&N) on this NOOK Tablet in person,phone,online chat and email. I have gone out of my way to make these DEFECTIVE Tablets work. I am tired of being given a defective product by B&N. I do not want another refurbished Nook Tablet. B&N no longer produces the NOOK Tablet probly do to its defective quailities. I asked to have mine replaced with a New Nook tablet I was told by a B&N supervisor that I needed to contact BNMangament that they could do that for me she could not. This mind you was after a trip to B&N store not close to my house either. Then a 2 hour phone call another 45 min. phone call 2 hours on chat. Then 3 days worth of emails. Do customers really need to go thru this? Oh not to mention I cannot download the content that I purchased from B&N. I was given a form letter which they did not read my email because I provided the serial # and all my persoanl info when I sent my email the first time. I sent it again. I was given a form letter stating I agreed to the terms of B&N. But you know what I didnt. I didnt agree to recieve a defective product twice. I do not want to go to B&N every month or waste my time calling emailing, going online for a defective product. B&N 14 point check list they point out does not address the issues I have. Downloading products,updating its system which mine will not do, cable problems,charging, freezing issues. I asked for a NEW Nook HD or HD+ I offered to pay the difference. There is no difference in price as mine was originally 169.00 and the one I have now was 149.00 the HD and HD+ cost 149 for 16 GB ( mine is a 16GB.)The NOOK HD+ is also 149.00 for 16GB. I was told by [redacted]. Customer Service Management - Digital SupportBarnes & Noble that he would not exchange my NOOK Tablet for a New one dispite the time,gas energy and money that I as a customer a disabled customer has had to endure. I trying to futher resolve this matter called ###-###-#### Corperate offices and left 2 messages and no calls have been returned. B&N should not be able to sell defective products that they are no longer selling NEW. There customer service and Tech support take hours at a time to not resolve the issues. Why would I want to continue to receive the same lemon/defective product that a company no longer sells. It goes to reason it is because of all of the defects and technical flaws the NOOK Tablet has. My request was not unresonable. It was full with in reason. The company has a duty not to sell defective products to consummers. I do not want to replace my NOOK every couple of months because they are defective. I loose all of my saved internet pages and content I have saved. Some of my purchased items do not transfer so that is lost money for me NOT B&N because they have kept it. I requested a new HD or HD+ because dispite the flaws I have with my tablet I do like my NOOK my children liked it when the first one would let them play apps. I believe that the HD or HD+ may have had some of the flaws my NOOK has resolved well I can hope. If B&N does not want to give me a new HD or HD+ then I want a refund of my money. I also have the emails from B&N Management.This is also the Ref # of my complant Ref[redacted], this is the serial number of my NOOK Tablet S/N [redacted] Sincerly,[redacted]Desired Settlement: I either want a NEW NOOK HD 16GB or more not less. Or a NEW NOOK HD+ 16GB or more not less. If this is not the case then I want a full refund of $169.00. I want this resolved ASAP as B&N only gives you so much time to replace your unit. This has been a ongoing issue that has never been resolved since I purchased this unit.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

As stated on our website, NOOK returns for a full refund are only accepted within 14 days of purchase (or 14 days of delivery date for Barnes & Noble.com purchases). While we do try to be flexible and accommodate customer requests, we do so when we are contacted slightly beyond the return period. We regret that too much time has passed to accommodate an exception in this instance. Additionally, [redacted]'s NOOKTablet device was purchased from a third party retailer, not dinctly from Barnes & Noble. We show that [redacted]'s device was purchased directly from a third party retailer. We do not refund third party purchases.

Additionally, we also note on our website's Helpdesk Refund and Return Policies, under the heading 'Items That Cannot Be Returned,' that "We are unable to accept returns for NOOK Books, magazi nes, downloadable PDFs for SparkNotes products, gift cards, and shrink-wrapped items that have been opened. Please note: Once purchased, NOOK Books cannot be refunded."

All NOOK device purchases include a 1 Year Limited Warranty. As stated on our website, in the One Year Limited Warranty information, ". ..once B&N determines that your NOOK is covered by this Limited Warranty, B&N will, within a 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:

We ensure that each Certified Pre-Owned unit is thoroughly inspected for scratches, cracks or other forms of cosmetic damage. Additionally 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.

Our records indicate [redacted] initial purchase was of a Certified Pre-Owned NOOK Tablet 8 GB device about December **, 2012 from a third party seller. We received a contact from [redacted] on February **, 2013 regarding the billing on NOOK subscriptions. We then show that our [redacted] Barnes & Noble retail store replaced and upgraded [redacted]'s device to a NOOK Tablet 16 GB on June **, 2013 which is the device [redacted] is currently using. On July **, 2013, [redacted] reported an inability to download a magazine. Our digital support department walked [redacted] through troubleshooting steps to correct the issue. Our agent was unable to complete the steps with [redacted] as the call was disconnected. We received another contact from [redacted] on August **, 2013, at which time [redacted] was advised that the software version on her device needed an update to correct the error she received regarding the memory on her device. [redacted] was given instructions on downloading the update from a computer; however [redacted] indicated she was unable to do so because the USB cable would not remain in the port. Therefore a replacement charging kit was issued to [redacted]. We did not hear from [redacted] again until October **, 2013 at which time [redacted] immediately requested a supervisor and demanded that her device be upgraded to the NOOK HD.

We reviewed [redacted]'s contacts and can confirm that our Digital Support agents made every effort to assist [redacted] with her software issues. Please be advised that we show that [redacted] has been purchasing and downloading NOOK Books to the device in question as recently as November *, 2013. This clearly demonstrates that [redacted] is able to use her device and that her NOOK is not defective, nor are our products faulty as claimed in this complaint. We therefore will only be able to honor the current warranty on the device by providing [redacted] with a replacement unit free of defects.

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.

Consumer

Response:

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

Sincerely,

Review: To Whom It May Concern, I would first like to say that this is my first real experience with Barnes & Noble. 14 months ago I purchased a nook tablet for $199 at your Massapequa, Long Island New York location. I am a mother of 3 and own and operate my own business. To say I am busy is an understatement. I felt the purchase of the Nook was a bit excessive but justified it as this tablet would get me back into reading which before kids I did a lot. However, 7 months into owning the nook it stoped turning on all together. With the craziness of 3 kids, sports, PTA and being the primary provider in my house I did not find the time to bring it into B&N until June **, 2013. I have to say your setup with the Nook Desk and it’s own person to deal with Nook related questions and issues is quite impressive. It is also completely misleading! It makes the consumer believe there is someone on staff at all times to deal with questions, concerns, and technical issues when in fact that is not the case. When I met with your nook desk they told me there is nothing they can do with a nook that won’t turn on as there is no way to diagnosis the issue. They also told me I would have to speak with corporate or just buy a new one! Apparently, your company sells a product that has absolutely no technical help that can change out parts when one is defective or gets broken. A consumer must hope it is under warranty or buy a new one!!!! I am only 2 months outside of my one year warranty…do you believe the shelf life of your product should only be that (however, pls remember it was actually only 7 mo for me!) I left the B&N nook desk thinking corporate would make this right but boy was I wrong! Not only did your staff and managers at corporate do nothing but say sorry we cannot help you, you must buy a new one. They offered me all sorts of other new updated nooks. However they never offered me any sort of discount for my trouble. When I said I would pay to send it somewhere and have it diagnosed and fixed on my own they said “sorry we don’t do that”. When I explained that I would not give B&N another $200 on the off chance this would not happen again and I would be left feeling really stupid for trusting your company once more when I know there is no way to fix your product when something goes wrong, they said that’s your choice. When I said can’t you just back date an extended warranty & have me pay for the warranty along with the shipping they said sorry we don’t do that. I was never unreasonable and I was never unwilling to put money into fixing my Nook but your company was in no way understanding or helpful. This was honestly they worst purchase and experience I have ever had as a consumer and I intend to make others aware. It seems highly unfair that you can market and sell a product to basically swindle people out of money. I have cc’d the Revdex.com on this email. Sincerely, [redacted]Desired Settlement: I would like to be compensated fairly.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We appreciate that [redacted] has made NOOK her Tablet of choice and regret the service she received from our NOOK Support department. The service [redacted] described is not in keeping with our usual standards.

Our records indicate [redacted] NOOK Tablet was purchased on April **, 2012. The device purchase included the Standard 1 Year warranty which covered the device for manufacturers’ defects through April **, 2013. When [redacted] contacted our digital support team on March her device was 2 months out of warranty. We truly regret that [redacted] did not receive the support she expected in getting someone to troubleshoot her device.

The level of service [redacted] received is unusual, as we are accustomed to providing the highest quality customer service at all times. We sincerely apologize for any service [redacted] received that did not meet these standards. This matter will be addressed with the individuals involved, to avoid future occurrences.

In the essence of customer service, we have sent [redacted] a replacement NOOK Tablet device. The replacement was shipped to [redacted] on March **, 2012 via USPS tracking # [redacted]. We have also emailed [redacted] a prepaid merchandise return label to facilitate the return of her original device.

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.

Respectfully,

Sr. Consumer Affairs Advocate

Barnes & Noble

I'm going to just take a second out of my busy day to say DO NOT buy from Barnes and Nobles online. They are really great at false advertising for multiple reasons. 1) They offer books and confirm purchases, but after waiting, not receiving the book, and then calling customer service, they will tell you that the book was not in stock, but they'll send it right away. Note to all businesses out there: If you do not have a product, do not advertise or sell it. You look stupid when a customer asks for something you advertised and they paid for already. 2) If you order a book such as Accounting: What the Numbers Mean 10th ed. with Connect Plus from Barnes-and-Noble, that does not mean you are going to receive Connect Plus. You see, it's like an easter egg hunt. Only some of the books have the code and you just have to cross your fingers after waiting 4 weeks that you were one of the lucky ones that received the code. But if you read the small-print terms and agreement, it is clearly stated that not all books have a code. The size 6 font states this along with a few more paragraphs of b.s.. This is Barnes-and-Noble, not a Chinese Co.. I will not support Barnes-and-Noble on-campus, on-line, or anywhere else. The end.

The staff at the [redacted] Barnes and Noble are always pleasant, professional, and helpful. The store is always clean, well-lit, and well-organized, and the [redacted] coffee corner makes the experience complete.

Barnes & Noble is a destination in itself at least once a month for me, but whenever I am in [redacted] for other reasons I always stop by B & N for a few minutes to browse and to buy a coffee or an iced tea for the drive home.