Barnesandnoble.com

Review: This is my first time ever in life making a purchase with barnes and noble online. I have been going to their stores for the past five years and have even been a rewards member. I do not understand why my order was cancel if this was my first time making a purchase. Order#xxx-xx-xxxxDesired Settlement: This is my first time ever in life making a purchase with barnes and noble online. I have been going to their stores for the past five years and have even been a rewards member. I do not understand why my order was cancel if this was my first time making a purchase. Order#xxx-xx-xxxx

Consumer

Response:

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

Review: I ordered four books on Nov. [redacted], using a gift card. The order qualified for free shipping. The following morning, my order confirmation stated that the books wouldn't ship until Dec [redacted]. This was too late for me so I attempted to cancel the order. Only three of the four items successfully cancelled using their online cancellation form. The other book is still scheduled to ship on Dec. [redacted] but cannot be canceled. Furthermore, since three books were canceled, BN has now ADDED a delivery charge to the remaining book because I am now below their free shipping threshold, even though I TRIED TO CANCEL THE ENTIRE ORDER AND DO NOT WANT THAT BOOK ANYMORE!

I chatted online with a customer service rep who could not cancel the order on the evening of Nov. [redacted]. I spoke by phone with a customer service rep who could not cancel the order on the evening of Nov [redacted]. I tried to cancel the order online twice on Nov [redacted], once on Nov [redacted], once on Nov [redacted] and once on Nov [redacted] without success. I emailed customer service using their web form at 10:52 pm on Nov [redacted] and at 9:17 am on Nov [redacted]. I received a boilerplate response to both emails ("Thanks for contacting us. You should receive a response within 12 to 24 hours, and we appreciate your patience.") but no actual response to either message. As of today, my order status still states that the order will not ship until Dec. [redacted] (PLENTY of time to cancel.)Desired Settlement: Cancel the order and make sure no balance has been deducted from the gift card, either for the merchandise or for any shipping charges.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

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.

We regret we are unable to cancel all the items on [redacted]'s order. As an alternate option, a Customer Service Supervisor has removed the cost of the remaining item on the order so that [redacted] will not be charged once the order is processed. We have also changed the shipping address on the order to our Barnes & Noble Returns Dept so that the package will not be delivered to [redacted].

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]. The response states that orders shipping within several days may not be able to be canceled. However, the reason I needed to cancel the order was that it would not ship until the end of December, more than a month away. Therefore, their explanation of why the item could not be cancelled is not satisfactory. However, they did find a way to prevent me from receiving the item and being charged, so I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,