Barnesandnoble.com

Review: On June **, 2013, I purchased a nook book titled Warrior Princess A U.S. Navy SEAL's Journey to Coming out Transgender. When I downloaded the book only one page existed...the cover page. After trying to download the book on my nook, laptop (PC), desktop (MAC), I was assured this was not a device issue but rather a product issue. I contacted Barns & Noble support at 1-800-THE-BOOK (###-###-####) to request a refund. The customer service represenatitive came across the same issue I had downloading the book. Instead of giving me a refund she told me to "just wait a while and it would download later." I did wait to no avail. A few weeks later I called again to request a refund. I was told to wait a MONTH and then it should download. Finally, I called for a THIRD time on 9/**/2013 (3 MONTHS LATER). Once again requesting a refund. After explaining my previous trials to the customer service rep., I was FINALLY granted the $9.99 refund. But then told they were unsure of how I would get my book unless I PAID for it again. This is unacceptable customer service. I have been a Barnes & Noble member for over 3 years (paying $25 annually). Putting a paying member of your retail service through such lengths for a ten dollar refund is [redacted]!!!Desired Settlement: I would like my refund AND my book.

Business

Response:

Dear

[redacted],

We

reviewed the complaint submitted by [redacted].

We

appreciate that [redacted] has selected Barnes & Noble has a bookseller of

choice and truly regret the error with her NOOK Book purchase.

We

can confirm that [redacted] has been credited for the NOOK Book purchase due to

the incomplete file she received. We have refunded [redacted]’s original

method of payment in the amount of $9.99.

Since

we are unable to provide [redacted] with book at this time, we have removed the

title from the website, until such time as we have received the complete file

from the publisher. Once we have received notification from the publisher

that the file is available in its entirety, we will be sure to update [redacted]

accordingly.

If

[redacted] requires any further assistance, she may contact me directly at ###-###-#### M-F 9am – 5:30pm EST. Please do not hesitate to contact us

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Ordered two "collectors edition" books from B&N, they arrived beat up and damaged due to shoddy packing. The is didn't bother to put crumpled newspaper, styrofoam peanuts, or anything to actually pad the books in the box. The cost of returning them doesn't make it worth the cost or hassle. This is the last time I'm doing business with these jerks.

Review: I uploaded my ebook manuscript to Nook Press on September **, 2014 and here it is October [redacted] 2014 and my ebook has not been published for sale!

For over 2 weeks the [redacted] system said my project was "processing".

I have sent at least 5 emails to [redacted] for assistance and NOT ONE CONTACT WITH ME HAS BEEN MADE!

I have contacted [redacted]'s customer service through chat and all they can say each time was they can see there is an issue and it needs to be elevated. NOTHING MORE!

I have no idea what is wrong and what is going on because almost a month later the ebook still is not for sale.

This is the only message I get when I try and put the book on sale... "There has been an error. Our staff have been informed of this issue and will begin looking for a solution shortly. Try refreshing the page or contact us directly." The next screen says, " Thank you for contacting NOOK Press support!

We will be in touch within 1-2 business days." NEVER NEVER NEVER HAVE I HEARD FROM THEM!!!!!!!!!Desired Settlement: I want my ebook published for sale ASAP!

I want the PDF and ePub versions of my ebook sent to me via email and Since [redacted] has IGNORED every attempt to contact them to get my book on sale for almost a month, they are not entitled to royalties off the sales of my book for the next 4 months. They should also compensate their partner sites and again get no royalties.

Consumer

Response:

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

Sincerely,

Review: Owned a Nook Color that I could read on but had started having trouble with some of the apps purchased through B&N which I used on the devise. The B&N Nook technician said since the Nook Color was out of warranty and they couldnt figure out how to fix the problem through support that I could upgrade to a new Nook HD+ by exchanging my Color and paying $101.00. I discussed with my husband then called them back and placed order and mailed to them my Nook Color. I have received two replacements that I later discovered were not new but pre-owned that do not work. I've been told by two supervisors that replacement is either new or pre-owned depending on availability, then told later there are no new available. I've been promised several times that upper management would call to resolve, but never receive call. Last supervisor told me that they are not new after I threatened turning them in but once again said I have to talk to upper management. I don't feel confident they will call and I can not explain all conversations in this space. However, I was told I would receive new, and didn't. I have since checked invoice which says pre-owned, but I was told new. I have chronic illness and cannot deal with stress can you please help get this resolved?Desired Settlement: I want the new replacement I paid for or a refund with compensation for my old devise and all the applications purchased for the devise.

Consumer

Response:

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

I was contacted by someone on 5/**/14. I informed the mediator of this contact as quickly as I could since it was after filing the complaint. The Barnes and Noble representative offered to refund me the $101.00, but said he would not reimburse me for my original device (that was sent in for exchange) or reimburse me for it. It seems unfair that I sent in my device and paid additional money and all I have received are defective devices.

Sincerely,

Review: The item I ordered on February the [redacted] never arrived. I was sent an email, telling me my order had been delivered on Friday, February [redacted], however, when I went to my P.O Box, where I had the product shipped, it was not there. The following Monday, February the [redacted], was Presidents day, so I again went to the Post office to see if my package had been processed, but it was not in my box. Being that it was Presidents day on Monday, I figured my package had probably just been shoved aside by postal employees getting out for the holiday, and went back again on Tuesday the [redacted]. When the package was still nowhere to be found on Tuesday the [redacted], I contacted Barnes and Noble via the [redacted] telephone number, and told them my order was showing delivered, but was not at my Post Office. The representative I spoke with told me to check with the post master at my Post office, and see if they had any record of it. Yet again, I had to make another trip to the Post office, which is 13 miles, and 20 minutes to a half hour drive away from where I live, depending on traffic. Yet again, there was no sign of the package, and Postal employees said they could not trace UPS packages, but it would have been put into my box, or one of the parcel lockers, and the key would have been placed into my mailbox, as they had processed all of the UPS packages. I again contacted the 800 number, and was told a replacement would be shipped. Yet again, I went to my mailbox religiously in order to get my package, which by that time I was NOT surprised when that too did not arrive. During this process I have contacted the 800 number at least five times, on February the [redacted] and finally on March the [redacted], when I requested to speak to a [redacted]. the [redacted] I spoke with ASSURRED me that she was going to be processing my refund, and it would take anywhere from 2 to 6 day's, and my account would be credited for the ammount at no later than March [redacted]. It is now the afternoon of March the [redacted], a month after ordering a book that was supposed to be delivered in 2 to 6 days, and I am out my money, and I have yet to see any book.Desired Settlement: At this point I have spent Countless hours driving back and forth to my Post Office to pick up my book, putting miles on my car, spending money on gas that I don't have, and standing in lines to speak to postal employees in reference to this ordeal. For that reason, I am out far more than the cost of the book that Barnes and Noble failed to deliver! My time, miles and wear and tear on my vehicle won't ammount to any less than $750.

Consumer

Response:

If it was not clear from my prior corrospondence, being that Barnes and Noble is incapable of honoring their end of my purchase, and deliver the book I ordered, then I expect a refund.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com regarding complaint ID [redacted]. I have also checked my Bank account, and Barnesandnoble.com has not made good on their promise to refund the purchase price of the book I ordered and never recieved, as of 04/**/2014 at 2000 hours Arizona time.

Sincerely,

Review: I purchased several books in electronic form with a then valid credit card. My hard drive crashed and I lost everything. Now I want to re-download those books and they are requiring me to give them new credit card information. I feel this is inappropriate, unethical and opens me up to the possibility of fraud, since I'm not making a new purchase. I also contest that they are selling eBooks in ePub format with additional DRM that requires the books to be read on their inferior reader restricting my rights to choose which reader I use. Many of these books were acquired before the added DRM and I believe the reason they won't let me re-download them is because they want to add this unethical DRM to those titles as well.Desired Settlement: Access to my purchases without having to give them new credit card information. I'd prefer to have them without the unethical DRM that requires me to use their inferior reader. Or the funds to buy the same titles from another company.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by Regina Jo [redacted] regarding her Digital Content

license purchases.

Please be aware that Ms. [redacted]'s previously purchased NOOK Book Digital Contentlicenses remain available to her, and she can still access this Digital ontent through her Barnes & Noble.com account. Any NOOK Book titles that were previously downloaded by Ms. [redacted]

remain available to Ms.' [redacted] to read on her NOOK device or NOOK eReader Application, without the credit card requirement. A credit card is required only to re-download titles to a new NOOK device of NOOK eReader Application or for the purchase of new Digital

Content licenses. Please note that Digital Rights Management has always been a requlrerrtent since Barnes & Noble began selling Digital Content licenses.

Barnes & Noble's requirement to have a credit card stored in a Barnes & Noble.com account for Digital Content license purchases

and to access such material is documented in several places on our website, including the NOOK Store Terms of Service section 4 entitled Rights

With Regard to Digital Content and Video Content, under PART A, section (a) Digital Content,

which states: "...in order to be able to purchase and/or download Digital

Content, you must first open a NOOK account and provide valid credit card information and your billing address to us . . ." Additional explanations regarding the credit card requirement for the purchase of license and download of Digital Content can be found in the helpdesk section

of our website nnder "Top NOOK Book FAQs": [redacted], where the following two FAQs assist customers in understanding the credit card requirements for Digital Content:

Why do I need to enter a credit card to download my NOOK Book?

To access your protected purchases, you must have an authorized credit card on record with Barnes & Noble.com. It does not necessarily have to be the credit card you used to purchase your NOOK Book(s).

How can I change my credit card to unlock my NOOK Books? You can set up a new default credit card in your Account

to use for unlocking NOOK Books.

Go to My Account

In regards to Ms. [redacted]'s request for a refund of her purchases, as stated on our website,

"NOOKbook purchases are not refundable. We are therefore unable to accommodate Ms. [redacted]'s refund requests.

Review: 9/**/2015 - I placed an order place for a Wall Chart World History.

10/**/2015 - The order arrived damaged. I sent an email to customer service requesting for replacement or refund.

10/**/2015 - There was no response. I got onto BN's chat room and discussed it with Myra, one of their customer service representative. She asked me to wait to hear back from the customer service after another 48-72 hours.

10/**/2015 - There was no response. I called the customer service listed on the website as the order invoice and packing slip did not list the contact number and left message. There was no response, so I went to the survey and completed the survey about my issue.

10/**/2015 - Finally, after calling again three times, I was able to talk to a rep. She told that she will send me a returned label to return the item.

11/**/2015 - There was no return label attached to the email. I called and emailed about this. The rep will send the label via snail mail.

11/**/2015 - I sent the item back.

1/**/2016 - I got no refund and no response. I emailed asking about the refund or replacement.

1/**/2016 - Still no response. Filed complaint with Revdex.com

This is not a good way to treat a customer for a Fortune 500 company.Desired Settlement: I would like the company to refund my money as the damaged product was already shipped back.

Consumer

Response:

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

Review: My son has a Nook with a service contract. The Nook stopped charging last week and I called Barnes and Noble and we decided it was a charger problem. They said they would ship out a charger immediately and should be received within a few days. I called again on Tuesday and was told I should received it on Tuesday or Wednesday. I called again this morning (Friday) and was told it had never been shipped and it could not be overnighted. At this point, my son has not been able to use his Nook for over a week and has been very distraught. I had purchased a service contract to avoid this problem.Desired Settlement: Since this has been a major problem for us and the resolution has taken work on my part and great anxiety on my son's part, as well as the fact that I have not been happy with this nook (we have had Nook's for several years), I feel we are entitled to a new Nook.

Consumer

Response:

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

Review: I ordered item "24 Italian Songs and Arias of the Seventeenth and Eighteenth Centuries, Medium-Low Voice, Volume 1723-B with CD on June **, 2015. I received the book, but the CD was NOT inside. The first two times I called NOTHING was done!! During the second call I was given Reference number and told to call back in 48 hours to check on my order problem. Today was the Third phone call I have made to get the problem with this book resolved. They promptly sent an email with a shipping label for me to send the book that I NEED back to them!! I was told to ship the book back and a new one will be sent in 3 to five business days. I explained to the girl that I needed the item shipped next day or second day because I was going out of town and she refused!! I will not be here to accept the item so it will sit on the front porch and get ruined in the rain!! I will return it to the store after I return from my trip and NEVER shop at Barnes & Noble again!!Desired Settlement: I just want the CD mailed timely, although that is apparently not going to happen.

Review: PURCHASE A NOOK HD+ IN NOVEMBER OF 2013 AND PAID CLOSE TO $500.IN MAY OF 2014, MY NOOK STOPPED WORKING . WENT INTO BARNES AND NOBLE WHERE I ORIGINALLY PURCHASED IT AND WAS TOLD WE DO NOT OFFER ANY REPAIR SERVICE OR ANY TRADE IN/DISCOUNT PROGRAMS. ANOTHER WORDS - YOU ARE TOUGH OUT OF LUCK.VERY DISSAPPOINTED THAT THEY DO NOT STAND BEHIND THEIR PRODUCTS. WENT TO APPLE AND WAS VERY IMPRESSED WWITH THEIR CUSTOMER SERVICE AND HOW THEY STAND BEHIND ALL THEIR PRODUCTS. OFFERING REPAIR AND REPLACEMENTSDesired Settlement: REPLACEMENT REPAIR OR DISCOUNT OFF NEW PRODUCT

Consumer

Response:

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

Sincerely,

Review: I paid for order [redacted] on 9/*/13, contacted them for tracking or receipt numbers because their system showed the books have been shipped from Zia Books on 9/*/13. I got a NO for that. Today 10/* I spoke to 3 different managers from Barnes and Noble (.com), clearly told them I JUST WANT A REPLACEMENT OF MY BOOKS, NOT THE MONEY, but got an email that they processed the refunds to me anyway, I feel harassed. The books are William Sonoma: Easy Entertaining & Essentials of Baking, are available on Barnes and Nobles website for $22.45 and $80.00 respectively which are a lot more than the deals I found on 9/* and paid for already.Desired Settlement: I would like the replacement of the EXACT books (available today on Barnes & Noble website), overnight to me at no extra charge, a correction in Barnes and Noble process so it won't happen again to anyone.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate that [redacted]'s order was placed from the Marketplace section of our website. The B&N Marketplace gives BN.com customers access to tens of millions of items provided by our Sellers - including used, out of print, rare, and collectible books, music, and movies. When an item is purchased from one of our Marketplace Sellers, that Seller ships the item directly to the customer. Barnes & Noble facilitates the transaction, guaranteeing the security of your payment information and covering your purchase with our easy returns policy .

The Authorized Seller accepted and shipped [redacted]'s order on September *, 2013 via Standard Domestic shipping. This method generally takes anywhere from 4-14 business days to arrive. We anticipated delivery of the order on or around September **, 2013. We truly regret that [redacted] did not receive her package.

Please be advised that each item listed in our Marketplace is unique, available only as a single quantity. Therefore we are unable to replace these items. When [redacted] contacted our customer service department regarding non receipt of her order, we suggested that she contact the authorized seller for further information. The Authorized Seller would wither provide tracking information on the package, or if the item is deemed as lost, submit a request for refund. As the authorized seller could not provide any tracking information, the order was refunded as lost in transit.

As we were not be able to accommodate [redacted]'s request to ship a new copy from our Barnes & Noble.com warehouse, [redacted] was offered a Barnes & Noble Gift Card so that she could place a new order on our website from the items currently available. Please beadvised that we have also reviewed the contact [redacted] made to our escalations department and can confirm that [redacted]'s call was handled appropriately by our escalations department.

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

Business

Response:

Dear [redacted],

We reviewed the follow-up complaint submitted by [redacted].

We regret to hear of [redacted]'s continued dissatisfaction; however, we stand by our original offer to [redacted].

As we were not able to complete delivery of [redacted]'s order, she was issued a full refund for the two items. The refunds were issued in the amounts of $8.46 and $11.63 to the original method of payment on October *, 2013. We attempted to explain to [redacted] that a refund is the only option for items which are shipped from an Authorized Seller, as these items are available as a single quantity only.

We again offered [redacted] a $25 Barnes & Noble eGift Card as a token of our regret. [redacted] rejected our offer stating it was not enough. As we feel our offer is a fair under the circumstances, we will not be able to honor [redacted]'s request for further compensation on this matter.

Please be advised that the Authorized Seller involved is no longer a participant of our Barnes & Noble Marketplace program.

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 have determined that my complaint has NOT been resolved because:

[Easy Entertaining is $19.18 and Essentials of Baking $24.26 -both Williams-Sonoma books, pricing is on BarnesandNoble website as of today, I have read [redacted]' letter represented Barnes and Noble dated 11/**/13, she is still sticking with her $25.00, if I accepted that I would be about $20.00 short, I got the deal, I paid for it in full a few months ago, the books never came, I DONOT want the money, I just want both of the books I paid for, I told Barnes and Noble not to refund my purchase, just send me the books. A few months has gone, I have lost all the opportunity to read them, Barnes and Noble representatives should have made it up for the time I lost but instead [redacted] wants me to pay $20.00 more, I already made compromise by accepting the newer edition of Essentials of Baking because the older edition was $80.00.]

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

Sincerely,

Review: I ordered a Nook Simple Touch with Glowlight on May **, 2012, and used it occasionally until the beginning of this year, when I began using it more often. I also purchased the 2-year extended warranty plan directly from Barnes & Noble, to be protected against any defects the device may form. A couple of months ago, I realized that my computer would not recognize the book anymore when I attempted to plug the device in. Shortly after this issue, the screen on the Nook would freeze on the screensaver, and wouldn't wake up regardless of whether I'm pressing the power button or the center button. I called B&N Nook Expert Care and they decided to mail me a certified pre-owned Nook, in return for my defective device. Once I received the replacement, I realized that there was a small hole towards the bottom-left corner of the screen where the Glowlight was actually bleeding through the screen. Upon further investigation online, I found that this is actually a common issue that many Nook users have been experiencing. I called Nook Expert Care again and they decided to send me another device to replace the defective replacement they had sent. Today the second replacement has arrived, and immediately upon taking it out of the box I've noticed that the power button is hard to press and half the time it is pressed, the device is completely irresponsible.

I am filing this complaint on the basis that Barnes & Noble has failed numerous times to provide me with a warranty replacement that is not defective. In addition, after finding out about how common the screen defect that I experienced with the first replacement device is, that has raised somewhat of a concern for me as I use my Nook regularly. Due to Barnes & Noble's inability to provide a working, fully functional replacement device, I have not been able to utilize the Nook and have had to purchase hard copies of my college textbooks at a significant expense, greater than even the cost of the Nook itself.Desired Settlement: I am requesting a full refund of my purchase price of $179.15 for the device, extended warranty, tax and shipping, due to the unprofessionalism of Barnes & Noble's replacement process and their inability to provide me a functional warranty replacement. Because the credit card I used for order [redacted] has since expired, I am requesting a refund either by check or a credit to my new card. I can give this new card number and details upon the merchant's request, and it is tied to the replacement Nooks that I've received so it should already be on file within my account.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We apologize that [redacted] is not satisfied with his NOOK Simple Touch with Glowlight.

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 show that [redacted] device was purchased in May 2012 and regret too much time has passed to accommodate an exception in this instance.

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:

We truly regret any disappointment this has caused, however, please note this is a common practice with such electronic merchandise. All of our Certified Pre-Owned devices do undergo rigorous testing by our trained technicians. A quality check is also completed on all parts and software. If there are any parts that are not up to par, they are either replaced or repaired to factory standards. We stand by the quality of our Certified

Pre-Owned units.

In regards to [redacted] inability to access his textbooks on his NOOK, please be advised that we do state on our website that eTextbooks cannot be read on the NOOK or mobile devices because textbooks do not display well on small screens. Our eTextbooks can only be read using our free NOOKStudy Application which is available for download on a PC or MAC computer.

We do want to ensure that [redacted] has a working device and are more than willing to replace his current unit with a new NOOK Simple Touch with Glowlight. We will require a return of the two Certified Pre-Owned devices [redacted] has in his possession. We have sent [redacted] two prepaid shipping labels to facilitate the return of the devices. Once I am in receipt of the returns, I will ensure that [redacted] receives a brand new device.

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

Review: I purchased 3 textbooks from Barnes and Noble's website on August [redacted], 2015. I received an email on September [redacted], 2015 stating that 2 of the items I ordered had been shipped and the 3rd was unavailable and that I would receive a refund in the amount of $114.77. That same day I received a credit to my card in the amount of $22.71. I waited a few days to see if the remaining portion of the credit would appear in my account, however it never did. I called Barnes and Noble and they told me to contact the Marketplace Seller the book was suppose to come from. I emailed the company as directed and received the following response:

"We checked the sellers’ side of Barnes and Noble‘s website for your order number, and confirmed that a refund had been issued. If your account has not been credited yet, you will need to contact Barnes and Noble directly. We are a third-party seller on their online marketplace, and never actually handle our buyers’ personal financial information; so all payments and refunds are handled by Barnes and Noble directly."

When I contacted Barnes and Noble about the response I received they told me they would take care of handling the refund and to check with my bank within 24-72 hours to make sure the credit was there. I contacted my bank 48 hour later and again 72 hours later and they informed me that no credit had been processed toward my account. The representative from my bank even checked the [redacted] database and told me that nothing had been processed to them either.

I then called Barnes and Noble several more times and kept receiving the same information that each new representative I spoke with would process the refund. I continued to check with my bank and nothing was ever processed. Twice, after asking to speak with supervisors I was basically told my refund was processed and I was lying or they insinuated that my bank was just holding the money for no reason. When I continued to push the subject I would be put on hold and then disconnected.

I have made a total of 6 calls to Barnes and Noble and still never received the remaining portion of my refund. I have disputed the original debit from my account with my bank and they are currently working on processing the dispute.Desired Settlement: Ultimately I just want the remaining portion of my credit. Hopefully, with my bank working on the dispute I filed I will receive the money soon. However, Barnes and Noble should not be allowed to get away with charging a customer for an item and then not refund the customer with the item is not received. Furthermore, they should not be allowed to accuse a customer of lying and blaming multiple outside parties (my bank and the marketplace seller) for their mistake. I have never been treated so horribly by any other company I have dealt with.

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: If you make purchases from the Barnes and Noble new website (latest software release), you run into all sorts of problems. And if you attempt to use their "Instant Purchase" (new) option, the system automatically uses your credit card even if you have a gift card balance. Previously, gift cards would AUTOMATICALLY be debited first. There is no warning that this happens. And, if you attempt to resolve the issue they either don't respond or respond by telling you to call their public, automated 800 number (where you can add a nice time-wasting wait into the process). They need to roll back the software release or emergency fix their website!Desired Settlement: they need to contact people about their issues or preferably FIX them. They need to read complaints that are sent to them, not respond with form letters. Mostly, they need to change their process so that they debit your gift cards first with the instant purchase process. And they need to inform people when they change their process.I would like to be contacted by the business rather than being continually ignored

Consumer

Response:

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

Review: My publisher has several titles including mine for sale through B&N NookPress. I filed several DMCA notices against author [redacted] who has been leaving negative reviews for all of the books under my publisher, including those of other authors. We are now recording reviews left on our books and came across a book in which B&N has changed all of the positive reviews to negative. I have sent them several emails and they have ignored me. They eventually fixed one of the reviews but left the other negative. I have files/screenshots proving these were both positive reviews and have sent these screenshots to the company, however, no one is manning that email address and the customer service chat people just refer it to the same place. This is interfering with book sales and it's something B&N did to the book in question. The BN ID is xxxxxxxxxxx and I'd like to send you the screenshots. If you read the reviews they are obviously positive. I don't know why B&N changed them to negatives (one star) when they were both positives (five stars). Since they haven't fixed it after numerous emails, I'm beginning to think it's a form of harassment. I don't understand why.Desired Settlement: To have the reviews made five stars again as they were originally and to explain why customer service changed them.

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.)

The company contacted me directly and has taken care of it. I'm not sure why they didn't take care of it earlier, but it eventually reached the correct person. Thank you to the Revdex.com for helping me get to that person. Otherwise, I'd still be stuck talking to the people who wouldn't do anything.Sincerely,[redacted]

Review: I purchased the purple Travel Mug from Barnes & Noble for a bridal party/wedding gift. I love the [redacted] products because of durability and leak-proof lids. Unfortunately, I got a product 2 months ago and when I finally used the lid at the push-lever leaked. I burned my hand due to the hot coffee in the tumbler. I contacted Barnes and Noble and they refused to honor the product return. I sent a message to [redacted] and asked for replacement product. I dont want the money. I want the product replaced. The product was $20 online which includes shipping and handlingDesired Settlement: Please replace with same/like product in same color:purple

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,

Review: I cancelled order [redacted] several days ago & none of my 3 barnes & noble gift cards were refunded. I shop online often & occasionally cancel an item yet every company I deal with instantly refunds a gift card, just as if I were inside the store so I'm complaining that bn.com may be illegally holding my funds which were pre-paid on a giftcard & must be instantly restored.Desired Settlement: I want my giftcards back without further delay, after all, it's their own giftcard, i.e. not a personal cheque, etc. for this inconvenience I also request some compensation over the unreasonable delay in giving me back credit on a PRE-PAID giftcard. I do not know if this was simply an oversight but it must be corrected immediately & reasonable reparations made as I am also a bn member (costing an additional $25 per yr!) so do not expect to be treated so poorly.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding barnes & noble has been resolved.

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

Sincerely,

Review: On February [redacted], 2014 I ordered the book " The Invention of Wings' on my Nook. The transaction seemed to have gone through and I received what I thought was the book. However, only the first 8 pages were there. I checked my Visa credit card and yes you received the $11.99. I waited a week and then called your customer service number of February [redacted]. I gave all the information to the customer service person who affirmed that I had PAID for the book. She repeatedly referred to my Nook as the first edition Nook which it is. She then said that she would transfer me to a technical help person. This person walked me through moving the book to the archive section of my Nook. She then said that it would take two weeks for the technical team to solve this problem. Once it was solved they would then inform me via internet what to do next. I have now waited 3 weeks and nothing has happened! I have written to your customer service on the internet which apparently went nowhere! In the meantime you are keeping my money.Desired Settlement: At this point I am no longer interested in the book, but just in receiving my money back. I am also sending a copy of this letter to the local Revdex.com.

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: To Whom it May Concern,

Earlier this year Barnes and Noble (Nook) acquired the assets of a digital book seller called eReader. Earlier, eReader acquired the assets of a digital book seller called Peanut Press. Over the last fifteen years or so I have amassed a collection of digital books from Peanut Press and eReader with a value of approximately $1,500.

However, when Barnes and Noble acquired eReader/Peanut Press this year they failed to transfer my books to their "Nook" reader format. I cannot read my books with the old software (eReader) as it is no longer supported. In effect, I have lost $1,500 worth of digital books.

I have contacted Barnes and Noble Customer Service numerous time since April of this year when I first realized that I no longer had access to my book collection. I contacted them in April, May, June, and July. They repeatedly insist that there is nothing they can do about it, nor can they refund my money.

This is no different than someone breaking into my house and stealing a collection of physical books. Certainly digital books don't "expire" - I purchased them and expected to have indefinite access to them.

I have credit card receipts proving that I purchased the books.

The Barnes and Noble Customer Service phone number is:

###-###-####

I last spoke with a lady named "[redacted]".

Anything you can do to help would be greatly appreciated.Desired Settlement: I would actually prefer to just have Barnes and Noble transfer the books that I purchased to their "Nook" format so that I have access to them. If they continue to refuse, then I would like my money refunded.

Business

Response:

We

reviewed the complaint submitted by [redacted].

As

posted on the eReader.com website, the deadline for the library transfer of

eBook purchases was April [redacted] 2013. Since there were no

requests received from **. [redacted] prior to the April deadline, we are unable to

take any further action.

We

notified all eReader.com customers via an initial email sent in August

2012. This email contained a link with

an access code whereby customers could have their purchases transferred from

their current library to an existing or newly created library on Barnes &

Noble.com. The eReader.com website also

reflected this information along with the deadlines to have the library

transferred. Several reminder emails

were sent following the initial notification and throughout the months leading

up to the April deadline.

Barnes

& Noble acquired eReader.com in 2009 and due a significant decrease in

demand for many of the eBook formats that eReader.com sells, the decision was

made to discontinue the sale of eBooks through the site. As a courtesy, Barnes

& Noble.com worked with publishers to convert as many titles as possible

over to the ePub format which we support. Since not all eReader.com

titles were able to be transferred due to discontinued publishing programs, we

suggested that our customers download these eBooks to their personal hard drive

on a MAC or PC by logging in to their account. We also provided

eReader.com customers with a link to view the unconverted titles.

Please

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

concerns.

Respectfully,

[redacted]s

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 because:

[Your Answer Here]

As I explained to Barnes and Noble Customer service I never received any emails from them as I have an email spam filter program that only allows email to be sent to me manually. All automated robotic emails are bounced back with a request for confirmation. No one at Barnes and Noble responded to this request, thus I received no notice about the destruction of my book collection.

I cannot believe that anyone would consider their default position of destroying entire book collections as a reasonable one. If their intention was to destroy thousands of dollars worth of books (millions?) then the default position makes sense. If their intention was to make their merger with eReader as seamless and satisfactory to all concerned, then they failed miserably. The only logical default course of action would have been to send registered letters to all book collectors requiring a signature for permission to destroy entire book collections. But then everyone would have requested that their book collections not be destroyed, clearly causing a headache for Barnes and Noble. Their decision to destroy entire book collections without permission of the collectors can only be seen as irresponsible and deceptive at best, and outright scandalous at worst. If I had any idea of how to file a class-action lawsuit against Barnes and Noble for their egregious behavior towards existing and new customers I would do it immediately.

My position hasn't changed; I will not be satisfied until either my book collection is restored (accessible via a currently supported digital book reader), or all of my money has been refunded.

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 Barnesandnoble.com regarding complaint ID [redacted].

Sincerely,

Review: I ordered used textbooks from Barnes & Noble. I understood that it must be returned by the end of April. I had more than one book and printed the return labels (which had the same numbers-unknown by me). I went to a local [redacted] store that accepts [redacted] packages and left them. Unknown to me the [redacted] person would not take them because they had the same numbers and [redacted] held them because they had no way to contact me. I received an email stating that they were charging my mom's bank account $86.95 because they had not received a book. We contacted Barnes & Noble and we understood that if they received the books we would receive at least a partial credit. They also suggested we contact [redacted] which we did. Right away [redacted] knew what had happened and they repackaged the books and sent them back to Barnes & Noble. Expecting to receive a credit for the books, my mom called Barnes & Noble who said that they could not credit the account because they did receive them by the end of April. My mom expected a late charge but not $86.95! They would not work with her to refund a portion of the money so my mom asked for the book she paid $86.95 which we have now received. She can resell the new book we received for $46.00 to another textbook company but she would rather have a refund excluding a reasonable late fee.Desired Settlement: A refund excluding a reasonable late charge since it was our fault that they books were not received on time.