Barnesandnoble.com

Review: On 8/*/15, I placed an order (order #[redacted]) for a digital subscription of Money magazine to my NOOK. Since I am a print subscriber, the website stated that I could receive the NOOK version free of charge. I followed the procedure to link my print subscriber information to the NOOK subscribtion to receive it free. A couple days later I noticed that my credit card had been charged $1.99 for the subscription even though it was supposed to be free. I contacted NOOK customer service through the online chat function at the Barnes & Noble website, and the agent assured me I had properly linked my print subscription and that the charge would be removed from my credit card in a few days. A week later, the charge was still on my credit card. I contacted customer service again through chat and the agent insisted my card had not been charged even though I kept stating that it had. I then cancelled the NOOK subscription hoping that would remove the charge, since I was within the 14 day free trial period. The charge remained on my card. I sent two e-mails, tried one more chat session, and sent a message through [redacted]. Each time the response was to insist I had never been charged since I was a print subscriber and had cancelled during the free trial period, even though I explained to them over and over that I was seeing a charge on my card. Finally, on 8/**/15, I called the [redacted] customer service number. The agent I spoke to asked me to fax in a copy of my credit card bill, and I did so the following day, on 8/**/15. That evening (8/**/15), I received an e-mail apologizing for the error and telling me that the charge would be refunded to my card in 1-2 business days. Seven business days have passed, and the charge has still not been refunded to my card. I contacted my credit card company, who verified that no refund has been initiated to my account.Desired Settlement: I would like a refund for the incorrect charge issued to my credit card immediately.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].Sincerely,

Review: I rented a textbook through Barnes and Noble. The book was to be returned by August **,2015.

On August **, 2015, I created a prepaid label through the Barnes and Noble Website. I dropped off at a [redacted] Store on August **, 2015.

I then receive an email notification from Barnes and Noble on 9/**/2015 stating that the rental period was extended to 10/**/2015 at no charge, and if I failed to ship the book back to them, I would be charged the final sale price.

I contacted customer support through the live chat. They were unable to help me resolve my issue without a tracking number.

I have several complaints.

1. I was not notified earlier that the book was not received. It was due on 8/**/2015 and I did not receive an email until 9/**/2015.

2. I returned the textbook using the shipping method and shipping label provided by Barnes and Noble per their instructions. After that the textbook is out of my hands therefore out of my control.

3. The shipping label was provided to me by Barnes and Noble therefore the tracking number should be in their records. Instead of searching for it they send me off in a wild goose hunt when the tracking number is clearly in the records. They paid for the [redacted] label, meaning they have an invoice with the tracking number and my information.

4. They made no effort to help me. They could not make a phone call to [redacted] and they could not look up the [redacted] tracking number for the label that they paid for and provided to me.Desired Settlement: Barnes and Noble plans on charging me the buyout price on the book of $76.19+tax. This is unacceptable, I returned their book using their shipping method. I want to prevent this charge, or if I am charged, I want the charges reversed.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnesandnoble.com LLC has been resolved.

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

Sincerely,[redacted]

Review: I placed an order in June 2015 for five books via their Seller Marketplace. Unfortunately, three of the books (all from different sellers in the Marketplace) arrived not as described in the product description online. Two were paperback when they should have been hardcover. One was moldy. I then contacted each seller individually about the issues. They each responded graciously and offered full refunds (product cost plus shipping) and that I didn't need to mail the products back to them, but could keep or discard the books.

I waited a week but did not see a refund come back onto the gift card I used. I then emailed all the sellers back, asking when I should see the refund? They said they had initiated the refund on their end, but it was now in Barnes and Nobles' hands; call them. So I called them (and have been calling them a couple times a week) at least 5 times. Each time they say they will ask their Marketplace Group to expedite the refund, but I still haven't received it. They also had me forward all the seller emails regarding the refunds to the Marketplace Group at email [redacted]. I have never heard back from this email address. I have requested to speak to a [redacted], but the times they have transferred me the call has been dropped or I have been on perpetual hold (45minutes one time before hanging up). The total amount owed back to me only around $20, but I wanted to make a replacement order for the bad products I received. I don't want to do that until I have the refund back on my gift card.Desired Settlement: I would like to be refunded the money owed to me, about $20. All the calls and time I've put into getting this refund is not worth that amount of money, but at this point I just want them to do the right thing and show a little customer service!

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 rented three textbooks (Calculus, Biology & They Say, I Say) for my daughter, [redacted], who is a college Freshman for her Fall Semester, 2014. I got an extension from Barnes & Noble after calling them, since this information was EXTREMELY difficult to find on their online form. The Customer Svc. Rep was hard to understand, but did help guide me to it, so I could extend my timeframe to Jan. **, 2015 to have the books back. They had my daughter's [redacted] on file & she was charged the late fee for all 3 books, which we understood. I then had to ask the man to email me the shipping labels, since mine were IMPOSSIBLE to print. He did so, giving me permission to send the 3 books back in 2 packages, rather than 3 separate ones. I was successful in getting the 3 books returned to barnesandnoble.com by the Jan. [redacted], according to my tracking slips, thus there should have been NO other charges to [redacted].

I had given them my email address, even though they had [redacted]'s [redacted] & I was notified via email (on Jan. [redacted]) by Barnes & Noble, that the Calculus book had been received, but I never received an email stating that they received the other books.

My daughter called me Friday night, Jan. [redacted], informing me that there was a $172.55 charge on her debit card from barnesandnoble.com with NO notification or contact & she was frantic, since she didn't have it in her aforementioned account.

I called the Barnes & Noble Customer Service line on Sat., Jan. [redacted] & was told after being put on hold twice, that it was because the Biology book was damaged. I told the lady that wasn't true at all & that I wouldn't have shipped the book back, if it had been in poor condition. She said there was absolutely nothing she could do to help me & said there was no other information nor explanation. The Biology book was in excellent condition. I asked to speak to her supervisor & she said she would have to brief her & put me on hold. I was ON HOLD for 40 minutes, until I was very agitated & hung up. I attempted twice to chat online with someone from Barnes & Noble twice & received one response back. Whenever I tried to reply I was mysteriously kicked off & it stated that the session had ended due to inactivity. I'm EXTREMELY upset with this company & I'm telling everyone NOT to do business with them. I think these business practices by barnesandnoble.com are VERY UNETHICAL.Desired Settlement: I want the $172.55 added back on to my daughter's debit card IMMEDIATELY! It was unjustly & unbeknownst to her, removed from her account without any explanation. They received all three of their textbooks back from us in EXCELLENT condition!

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnesandnoble.com LLC has been resolved.

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

Sincerely,[redacted]

Review: A Christmas gift was delivered 16 days early now I have no Christmas gift for parent and customer service was terrible.

I had ordered a book for my mother's nook from the barnes and noble website on dec [redacted]. Making sure that I changed the delivery date for dec [redacted] so she would not get until Christmas. The company however emailed the Ebook to her email on dec [redacted]. Now I have no gift to give her for Christmas. The following was my 1st conversation with their online website customer service. You are now connected with [redacted] from BN.com

[redacted]: I am writing you to tell you how disappointed I am with your gifting Nook Book portion of your website. I was very careful with ordering my mother's Christmas present to have it delivered to her email on December [redacted] because it was her Christmas gift, however, your website sent it the day I ordered it and the email even says for that date instead of the [redacted]. I checked it at least 4 times before I confirmed the order so that I wouldn't make the mistake. I was very exited I found what I thought was a great Christmas gift for my mother this year, but now I have nothing to give her on Christmas because she got it, from a technical error from your website, 10 days early.

[redacted]: Hello [redacted]. Thank you for contacting Barnes and Noble Digital Chat Support. My name is [redacted].

[redacted]: Hi [redacted]: I understand that you purchased an eGift and it was sent the day you ordered instead of mentioned date.

[redacted]: We apologize for any inconvenience caused.

[redacted]: But this is the way you are going to handle it? a bunch of automated responses? Isn't there anything else you can do?

[redacted]: I am sorry for the delay. I was checking the order details.

[redacted]: May I know the order number?

[redacted]: Thank you.

[redacted], all eGift purchases will be delivered on the same day. The option to select date is for different time zones. All these are books purchases internationally, this option is to select the date of the region of the recepient.

[redacted]: I'm sorry [redacted] but you are wrong, I just went back to your website, clicked on a random book, then clicked buy as gift, then when it said date today, I clicked the edit button right next to it, to change when I wanted to have it delivered. there is nothing about time zones

[redacted]: this is a gifting option so you can purchase a book for somebody in advance and have I delivered on their birthdate, Christmas...etc

[redacted]: hello?

[redacted]: Yes, you will find option to select date. Please give me a moment while I check with my Supervisor.

[redacted]: ok, just let me know

The chat session has ended.

There was no reply, just the conversation ending. Then on 12/** I called the 800 number and the customer service rep told me they thanked me for bringing it to their attention and they will work on the problem so future issues wont occur. I asked if there was some way they could compensate me for my mother not having a Christmas gift now, and for all my time wasted with their company to fix their problem, and after being put on hold, he came back saying there was nothing they could do. I did tell him that when I purchase a ebook reader, it will now no longer be a nook, but another reader like the kindle or something similar because the customer service that they have shown me has been horrible at best. First off, the online rep who lied or at best made it up about the time zones, should be talked to and told if he doesn't know the answer to something, he should tell the customer so, and that he would find out the answer. 2nd, a customer who takes the time to talk to an online rep for a half hour, then a phone rep for 28 minutes about a problem with their website, that caused problems with his family, should be compensated.Desired Settlement: All I was looking for was a gift card of some sort. No dollar amount in mind really, it was only a $14.99 book, but the fact that I now have no present to give my mother on Christmas is frustrating. I think a $10-$20 gift card wouldn't/shouldn't be out of the question.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnesandnoble.com has been resolved.

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

Sincerely,

Review: I ordered and paid for a book through BarnesandNoble.com. It arrived today and it is the wrong book. Via Chat with their customer service I let them know that the wrong book was delivered. They said I needed to return the wrong book to them before they would issue a credit. I needed to either go to a UPS site to drop off or to a Barnes and Noble store. I said that I didn't have the time to do either and said I would repackage the book and leave on our porch for pickup. That wasn't acceptable.Desired Settlement: I would like Barnes and Noble to process the refund for the book I purchased and never received. I would like Barnes and Noble to schedule a pick up for the wrong book they sent me or send me postage for USPS and I'll leave in my mailbox for pickup. I would understand their stance if the error was on my part, but I ordered one book and they delivered another. I shouldn't be inconvenienced or denied my refund because they won't pay to have a carrier come pick up their mistake.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].

Sincerely,

Review: I signed up for a 2 month trial membership at Barnes & Noble's online website which was to end January ** 2016. Seeing as there were no sales which interested me during the final week, I went ahead and canceled my trial membership online on 1/**/16. I further checked again later in the week to verify it was indeed canceled and confirmed this to be the case. In early February, I was going over my bank statement for the month of January and noticed a $25 charge from Barnes & Noble on January **. It turns out they had renewed my membership for 1 year at the normal $25 cost for a regular 1 year membership despite my having canceled the trial membership before its expiration date. I have contacted them twice via their online internal customer support email contact system since learning of the charge, but have not received any response. The incident numbers for these contacts are #[redacted] and #[redacted].Desired Settlement: I wish the unwanted renewal to be reversed and the $25 charge to be refunded.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted]. Also, there has been no refund of the $25 charge which I am disputing.Sincerely,[redacted]

Review: I called Barnes and Noble 7 times regarding an order placed on 9-**-13. Today's date is 11-*-13 and I have still not received my order. I made 5 phone calls asking them to ship my order and each time they assured me that the order would be shipped out within 24-48 hours and I would receive and email conformation when the order was sent. Each of the 5 times I called the same thing happened and still not order. On the 6th time I called I asked them to cancel my order and refund my gift cards. I was told the order was canceled and I would receive an email conformation saying that my gift card was sent. Today 11-*-13 I called again to say that I have not received my gift card refund email and was told that the reason they have not refunded my gift cards is because they shipped 1 of my books ordered originally on 9-**-13. I have found the online division of Barnes and Noble to be incompetent at their jobs. Two of the phone calls that I made I spoke spoke to a supervisor. I am still yet to see any resolution.Desired Settlement: I want my full refund back. They have wasted my time (2 hours on the phone) and my money.

Consumer

Response:

At this time, I have not been contacted by Barnes and Noble (online) regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear Revdex.com,

We reviewed the complaint submitted by [redacted] regarding his online order.

Our records indicate Mr. [redacted] subm itted his online order on September **, 201 3 for three titles including a preorder item which is not scheduled to be released until November **, 2013. When an order is placed through our web site, the credit or debit card is authorized, not charged, for the amount of the order. When a Barnes & Noble Gift Card is used on the order, the same authorization applies. An authorization was requested at the time Mr. [redacted]'s order was received, and therefore, the gift card funds became unavailable to him.

Mr. [redacted]'s gift card funds placed on reserve would not be available until all the items have shipped or cancelled and the order is closed.

Mr. [redacted] s requested a cancellation of his order on October **, 2013. However, we were unable to cancel all the items in the order. One title was shipped on November *, 2013 and a charge of $10.94 was processed to Mr. [redacted]'s Barnes & Noble Gift Cards.

We show that the item was delivered on November *, 2013. We truly regret the inconvenience this has caused Mr. [redacted].

As Mr. [redacted] indicated that he no longer has the gift cards, the remaining balances

were depleted from the original card and a new card was on November *, 2013. We show that the replacement gift card

was used at a Barnes & Noble retial store on November **, 2013.

If Mr. [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.

consumer Affairs

Advocate Barnes & Noble···

Review: On 7/**/2015 I ordered 3 books from barnesandnoble.com (order [redacted]). All three books I was told on the site were in stock. The next day two books shipped. I went to the website to inquire about the third book "Phaedrus" (ISBN [redacted]) which I learned that it has the status of "backordered." I emailed customer service and was not only told that they do not know when the book will be back in stock, but that they will not cancel the order. Instead I have to receive the book and then pay myself to ship the book back to barnesandnoble.com when it does finally ship.Desired Settlement: I would like the book to be removed completely from the order and it to not be charged when it does come in stock nor shipped to me. This is a time sensitive order and barnesandnoble.com had an obligation to accurately represent the current stock status on their website in the first place. Thus I need to order the book from a different vendor that actually does have the product they are selling.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].Sincerely

Review: Barnes & Noble offers customers express shipping for an increased cost which I did. The order was shipped 6/**/15 w/delivery in 1-3 business days.

Ordered 6/*/15, shipped 6/**/15Desired Settlement: I want a refund for the extra I paid for express shipping and for Barnes and Noble to remove the bait & switch practice that lie to consumers; you pay for [redacted] to ship and hold your items for two to three days or more before they deliver it to the [redacted] to hold another day or two and deliver to customers.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I am a loyal book buying customer of the Barnes & Noble stores and online stores, I buy books from the online stores more frequently because I work during the day and can't get to the stores and because I have a mobile disability from cancer...I have been ordering at least 10 to 20 books a month, (I have ordered or bought over 1000 books at Barnes and Noble) and in the last year have had problems with the shipping methods that Barnes and Noble uses as my NEW books are damaged on delivery. If this happened only once or twice it wouldn't be a big deal...it happens in almost every order, three or four books are damaged in an order of 8 to 10 books. I have called their customer service and spoke with [redacted] in Corporate Customer Relations who gave me [redacted] to help me earlier this year, she was very helpful but then she left the company, and then [redacted] took her place. [redacted] sent me one email that she was going to call me about the issue but she never did. I wrote her back an email, she never responded. I am also a Member which would imply that there would be at least some form of customer service for Members. At one time I was able to exchange the damaged books at the Barnes and Noble store nearby me but now they are telling me they don't want to do that. Considering this is an even exchange for the exact same books, I don't see the problem especially when Barnes and Noble failed to deliver the books in NEW condition. The shipping method Barnes and Noble uses is horrible and when I complained, the warehouse who does the shipping did a worse job, as if they were trying to insult me...I don't have problems with [redacted] I paid for a Membership with Barnes and Noble so this is why I buy my books here.Desired Settlement: I am requesting to have my Barnes & Noble Membership fee paid back to me...since I order over $25 in books a month, free shipping would of been standard as a member or not...and because Barnes and Noble has said they would call me and did not respond to my emails...([redacted]). I want my Membership fee back because I do not wish to ever order from Barnes and Noble ever again.

Review: Below is a copy of an edited letter to Barnes & Noble, issued this evening. I have removed personally identifiable information. [redacted] last Member ######[redacted] street address city, state zip email address November *, 2013 Barnes & Noble [redacted] Dear “Customer Service”: I use that term loosely. I will bullet this letter for ease of chronological order, and hopefully you will understand my frustration and fix it. Don’t empathize for the awful experience and try to placate me, I just need it fixed. • November *, 2013 – I placed online order ####[redacted] at 3:36pm for eleven items. • November *, 2013 – I received my confirmation order indicating two items will be shipped on November *, 2013 and the remaining books are scheduled to ship on December **, 2013. Two of my items are to be published on December **, 2013, which I understood. However, there is no reason the other seven would be delayed seven weeks for a member with free express shipping. After spending the evening thinking about it, I decided I will cancel and order each book individually so shipping is not contingent on anything else in the order. • November *, 2013 – I manually cancelled the nine remaining items through the Barnes & Noble website. I waited the minutes instructed before checking back, they were not cancelled. • November *, 2013 – I emailed Barnes & Noble to cancel the remaining order of nine items through a representative. I have not received a response (it is over 2* hours). • November *, 2013 – I attempted to start a chat with a live representative. All IE windows failed. • November *, 2013 – I called “Customer Service” approximately 9am to cancel my remaining order through a representative. I requested she cancel, she indicated she would email the warehouse to place the request but it wasn’t guaranteed as the order was in process, but I would receive an email. As the items are not scheduled to ship until December **, 2013, I questioned why this would not process in seven weeks. I questioned why the other four venues to resolve did not work. I questioned what would happen if I didn’t receive an email like she indicated. She said she could not answer my first two questions as they are rarities, but I would definitely receive an email. She became snide in her responses when I doubted the quality of the system, I disconnected as it was a waste of time. I have not received an email. • November *, 2013 – I came home from dinner to find that I had my Barnes & Noble order on my porch, in two boxes. I open box one, both of my shipped books are in the box. I open box two, and find order #####2**2. It was shipped to me, with GM’s invoice enclosed. • November *, 2013 – I called “Customer Service” to question if my cancellation went through and to report the receipt of someone else’s order in addition to mine. I inquired on mine first, and she said she would email again but it wasn’t guaranteed. At least she wasn’t snide. She tried to explain that, since my order was In Process and they are getting it ready (for shipping in seven weeks), it may not cancel. I said that was fine, I will return and Barnes & Noble can pay for shipping both ways. I provided order #####[redacted]; she said she would make a note on the account but that the other customer wouldn’t be issued a new book until she called. She asked that I print out a return mailing label and return it. As that email was for the benefit of Barnes & Noble, I received it within three minutes of hanging up. I emailed GM regarding order #####[redacted] so she will be calling today to discuss that you sent her order to the wrong address. Ultimately, I want the remaining seven items that are not waiting for publishing to be received by the end of next week. There are two resolutions: Cancel my order. I will order each item individually with free express shipping as a Member so that there will never be a possibility of waiting on other books. • Ship the other seven items now. I have nine years in financial services customer service and a BS in Business Administration, but that background is not required to know the challenges Barnes & Noble faces in this economy and the competition it faces. The only selling point your company has is the customer interaction, and that has been abysmal in a system that does not work. The timeliness that I resolve your mistake with GM’s order will be directly reflected in the timeliness and efficiency in which you resolve my request. I have listed the two resolutions above. My decision to remain a Barnes & Noble member on March *, 201* will be based solely on this experience. Prior to this experience, I have never questioned if I would remain. I like a physical bookstore, I like the discounts, I have never had a poor experience. My first questionable experience is quickly escalating daily. Regards, [redacted]Desired Settlement: I would like the remaining seven items that are not waiting for publishing to be received by the end of next week.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted]. We can confirm that the remaining titles in Ms. [redacted]'s order have been cancelled as she has requested.

We strive to provide clear and accurate information on our website, and sincerely apologize for any confusion regarding the delivery timeframe

for Ms. [redacted]'s order. My research indicates Ms. [redacted] submitted her order for several titles including two preorder items which has not yet been released by the publisher. Since the 'Ship Everything Together' option was selected, Ms. [redacted]'s entire order was scheduled to ship

on December **, 2013, as indicated in the order confirmation email we sent you on November *, 2013.

Please be advised that the two items Ms. [redacted] received, we being processed through a different warehouse than the·rerµll;tni11gitems in the order. Therefore, there was no reason to hold those items for the preorder titles to be released. We have sent Ms. [redacted] a prepaid merchandise return label to return the items to us at no additional cost to her. Once we are in receipt of the items, we will process a refund accordingly.

We do advise customers on the website order path to review the information before submitting, as once the

order is received only limited changes can be made. As stated on our website "Once your order has been

accepted and scheduled to ship there are limited modifications that you can make to your order.

Items that are listed as available to ship in 24 hours or 2-3 days can not be canceled once the order has been scheduled to ship." In general,

our customer service agents will submit a cancellation attempt at the customers request, however, our customers are advised that this is a request

only and confirmation will be sent via email to acknowledge if the request was successful or not.

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

Resectfully,

Review: I have been ordering Ebooks for years now and most of my orders are preorders. I have recently noticed that when the ebook is finally available, the price is lower on the website than what my preorder price is. For example, I order a book in October for $14.99, it's released in February for $10.49. Barnes and Noble bills me on the release date for $14.99 and not $10.49. I've called a few times and they recently gave me a credit on two books in which there was a pricing difference. I called today about 2 more books that were released (one book having a difference of $4.50) and was told "credit is being denied". They stated the preorder price is valid???? I order a large number of ebooks and over the years, haven't checked the pricing of preorders versus the price on their website the date book is released. Right now, I have about 18 preorders, which is a low quantity for me and I assumed thatI was getting the same price as if I would of ordered the book on the release date.

I know that Barnes and Noble had lost a lawsuit a few years ago and that it has something to do with pricing. I received a credit of about $265 but I don't know the details of the settlement.

I'm ordering ebooks by well-known writers and I'm upset because B&N is clearly making money off of incorrect pricing. If one million people preorder a book at $14.99 and when released, B&N states it's available for $10.99, they have clearly made $4 million dollars unfairly. They don't bill me until the release date, and they seem to have time to update their website showing the lower price, but somtehow can't bill me for the lower price.Desired Settlement: I want to have peace of mind in knowing that when I'm preordering a book, that I will be charged the same price as they advertise on the web. I can only imagine how wide spread this problem is at B&N. I'd like a credit for all of the "over-charging". I also want assurance that my preorders will be billed properly in the future.

Consumer

Response:

At this time, I have been contacted directly by Barnesandnoble.com LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

They are now willing to issue credit for the difference on the pre-ordered books, but I will need to check the price on their website, verify price change, and then contact them in order to receive a credit. I then must follow up to be sure credit was issued. This is very time-consuming on my end. I have stopped pre-ordering ebooks, but I still have 16 ebooks that I have pre-ordered and will no doubt have to contact Barnes & Noble about.

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 Barnesandnoble.com LLC has been resolved. For the books that I pre-ordered, when they are released, I need to check the Barnes & Noble website to see how much they are selling the ebook for on the release date. If there is a discrepancy (which so far I have had to make about 6 calls to them), I contact them and ask that I be credited for the difference. Each call takes about 15 minutes and then I need to follow up to insure that the credit is back into my account. I believe I still have about a dozen or so books that I pre-ordered, so I'll need to take these steps upon the book release date. From now on, I'm just ordering books when they are released.Unfortunately, I don't know if any other ebook preorder customers are unaware that they are being overcharged. So far, I've had discrepancies of $4.50, $4.00 as well as a few $2.00.

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

Sincerely,[redacted]

Review: Double charges on my card and refusal of my membership money refunded back to me.

On March [redacted] I purchased online from Barnes & Nobles a book. Today the [redacted] of March, checked my card to find out, to my stupor that the company double charged me the amount for the book. I called them and the explained that one charge is for pre-authorization, and the other one is the actual charge, and now I have to wait 3-5 business days for the pre-authorization to be reversed back to my card. I am not a rich person and I have very limited funds. Now because of this situation I can't even buy bread or milk. The charge was for only $6.14 but they were very adamant of doing something about that. Because of this issued I told them to close my account and refund my membership also ( I have only 2 or 3 transactions with them ) in the amount of $25. They refused as well, because the membership was purchased in January and now I am stuck with it. If I knew about their practices of double charging for an order I would've never signed up for their membership. I fill that they stole my money and I did not expect that from a MILLION Dollar company. I want my membership money refunded and my account to be closed with their company. I will never, ever shop online at Barnes & Nobles.Desired Settlement: I want my membership of $25 refunded back to my card.

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 called the customer service of Barnes and Noble over a period of 6 times to dispute these charges. Each time I am told that I have no subscriptions billed to my account ([redacted]) yet each month on the [redacted] my account is debited $1.25 ([redacted]) and $1.99 on the [redacted]).

I have tried to resolved this several times to no avail. I am now working with my bank and I am hesitant to file a Forgery/Bank Account Fraud Affidavit for ACH/Draft Fraud without going thorough the the Revdex.com first.Desired Settlement: I would like to be refunded in the amount of $29.16 and for Barnes and Noble to stop debiting my bank account.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com regarding complaint ID [redacted].

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com regarding complaint ID[redacted].

Sincerely,

Review: I had an account with them [redacted]but on Sept 2013 I called and cancelled ALL things involved with this account. To this day they are still charging #3.18 from my [redacted] card for a magazine subscription that I was offered free on my Nook if I was getting the magazine in the mail (which I was) I have called them several times, I was told in January that it would not happen again..well it did in January and in February. I even went so far as to get a new [redacted] and that did not help. Every month I dispute this charge. I just want them to STOP charging me for something that was cancelled in Sept 2013The reference number for this charge is [redacted]Desired Settlement: Remove the charges and no further charges since this account was closed in Sept 2013

Review: I placed an order in late November for two items - one arrived damaged and the other was lost in the mail. I was refunded for the damaged item after I sent it back to the warehouse, but I still have not been refunded for the lost item. I called on six different occasions and spoke to ten customer representatives since then and I keep being told different things. The common factor is that I'm told that they have placed a refund request and that I should wait 24 - 48 hours to receive the refund on gift card. Well, it's now mid-February - it's been three months and I'm still waiting for the refund. This is unacceptable.Desired Settlement: I would like to receive my refund on my gift card as soon as possible. I would also like more efficient customer service in the future.

Review: On January **, 2016 at 10:18 AM EST I placed an order for 6 books. At the time that I placed my order, the books were in stock. My order number was [redacted] and my order totaled $207.01. I paid approximately $30 in shipping fees to have the books delivered to me as promised by January **, 2016. I patiently awaited my books however, to ensure that the books would arrive on time as promised, I called the customer service telephone number listed on their website. The representative ensured me that the order would be processed and it had an estimated delivery date of January **, 2016. I called again on January **, 2016 when I saw that the items still did not ship. I did not receive confirmation that the order would be delayed until Saturday, January **, 2016. I requested a refund of the shipping cost. The representative ensured me that the order would be processed and I would get the refund for approximately $30 in shipping cost. I called again on Monday, January **, 2016 to see the status of my order. I was hung up on twice even after I requested to speak to a supervisor. I spoke to three persons who could not help me. The third person ensured me that they would cancel my order however, when I called back and spoke to sales audit department, they told me that the order was never canceled. Nichole from the sales audit department told me that she would be canceling my order. I did not receive an email confirming the order. So I then went only and canceled all but two books within my order. I could not cancel the other two because there was an issue canceling them. I now have an order totally $ 80.21 and I no longer want ANY of the books. I just want my money back and I will no longer do business with Barnes & Noble.Desired Settlement: I want my order canceled and my money returned to me. That is all.

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 ordered 4 tee-shirts on May [redacted], their order number [redacted]. One of the items for $18.98 was wrong. After some attempts, I was able to speak with their employee "Erin". I explained the situation, and that I would return the shirt (on June [redacted] via them sending me a [redacted] label) and dropped it off at the UPS Store. I asked that we do not do an exchange until after I had returned from vacation on July [redacted]. Since returning, there has not been a credit on my card, nor have I been able to get anyone at the store to return my calls.Desired Settlement: During my only contact in June with "Erin", I indicated that I would like to obtain the "short-sleeve tri-blend tee-shirt in size large for $27.98. They could credit me the $18.98 and I would pay the difference of $9.00. I would also like them to comp me any shipping cost since it was their error to begin with.

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,

The merchant has debited my card for the amount indicated in my complaint, so I am now "made whole".Thank you for your help.

Review: On 9/*/14, I attempted several times to re-download my e-book on my nook (Peter Pan by J.M. Barrie which I purchased on 7/**/14). As I was not capable of completing the download, I contacted nook to aid in the download process (twice). After 66 minutes on the telephone (second call as the first call was 20 minutes which went unresolved), the attendant informed me that he was not capable of aiding with the process and that I would be required to re-purchase the ebook and wait for to be reimbursed after two billing cycles. I informed that attendant that I did not have the essential funds to re-purchase the e-book and was interested in a credit being applied to my account to absorb the additional cost. The attendant informed me that it was not feasible to add a credit whereas I then requested to speak to his [redacted] as my daughter not having the book would result in her failing the required assignment. The attendant informed me that I would be required to hold to consult with his [redacted] yet; he disconnected the telephone call without aiding me in the matter.Desired Settlement: I would like the funds for the e-book refunded immediately

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Barnesandnoble.com LLC has been resolved.

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

Sincerely,