Barnesandnoble.com

Review: I ordered two books from Barnes & Nobles online site on the [redacted] of August. There website claimed to "Usually" ship the books I ordered from 1-2 business days. I also signed up for 1-3 day expedited shipping because they are text books I need for school. After I made the order under the assumption I would get it within five business day at the latest. They then pulled a "bait and switch" saying the one book would not be shipped until 6 days after the purchase date (September [redacted]) but that the other book should be shipped the following day (September [redacted]). UPS did no get the book that was supposed to be shipped on the [redacted] until the [redacted] and I received an email today (the [redacted]) saying the book that was supposed to be shipped on the [redacted] will be delayed for an unspecified amount of time and to contact them if I still wanted the book. So I contacted them and after two different people I was transferred to a manager. All three associates had a very "O-well" disposition. The [redacted] offer me a whopping $5 gift card (on a $200+ textbook order) . I asked is she could money off and she said she would give me ~$9 off my order. To avoid wasting more of my time with them I just accepted the $9 (~5%) off my purchase. I still have neither of the books I order however.Desired Settlement: I want there to be an accurate time for handling from Barnes & Nobles. Barnes & Nobles was in no way the cheapest place to order my books but I ordered them under the assumption I would receive them in a timely manor, on or near the advertised time. Furthermore according to the Federal Trade Commission (FTC), the Mail or Telephone Order Merchandise Rule you need to be notified in a timely manor about delays. I would not call notification of a book that was supposed to be shipped on the [redacted] , received by the [redacted], and the delay on the [redacted] a timely manor.

Consumer

Response:

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

Sincerely,

Review: I purchased an ebook for a textbook. The Nook reader failed to recognize the book at some point within a week, so I contacted customer service. Without a response, I continued on. I was able to open the book for use with legitimate 3rd party software. One technical certification I have is CISSP. I was also an Information Operator/Analyst in the US Army as my 3rd military MOS (job). I am well versed in computer operations. I have done all I can, being ignored by their support.Desired Settlement: I am not sure how this works, as it is electronic format. Optimally, I want it working. I have assignments due today that will likely be late and/or penalized. I have 100% on all assignments except the initial test, which was high 90s. I want a fair resolution, but GPA is not something that can be "fixed".

Consumer

Response:

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

Sincerely,

Review: I ordered a rental textbook from Barnes and Noble online and paid extra for faster delivery as the class already started never received the book then BN said it was refused and returned to them, we never refused the book. They stated they could not give me a full refund and are keeping $10 of my $40 order. I feel this is a scam to keep people and then I had to go to their store to buy the book at 4.5X the amount because the class already started.Desired Settlement: To get a full refund and to be reimbursed for some of the amount of the book I got at their store, From $40 to $172. Not acceptable business practice.

Business

Response:

Dear

[redacted],

We

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

We

sincerely regret to learn that [redacted] did not receive her order. We

have been unable to complete a thorough research with the information provided

in the complaint. If [redacted] will provide the order number or the email

address she used to submit her order, we will be sure to look further into the

matter.

We

have been unable to reach [redacted] at the telephone number provided on the

complaint. [redacted] 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

Business

Response:

We reviewed the complaint submitted by [redacted].

Our records indicate that [redacted] submitted her online order for a textbook rental on August **, 2013 and was shipped on August **, 2013 via UPS tracking [redacted]. The UPS online tracking information states, "the receiver did not want the order and refused this delivery" therefore the package was returned to our warehouse.

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]

I am aware of what Barnes and Noble said but I did NOT refuse the package.

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

Sincerely,

Review: All download options for legally purchased content has been removed from their website. I can't even download the legally purchased books from their site from BEFORE they made this change. The books I purchased are not available for me to read in a suitable manner now, and neither myself or my wife have been able to get this resolved by contacting them on at least three occasions (twice by phone, once via online support).Desired Settlement: I want my legally purchased books from the Barnes and Noble library to be made available for me to use. Either send me non-DRM (unencrypted) EPUB books (or provide a link that I may use), or transfer the content to a different service so that I can use the content. Or, refund me the purchase price of the content (NOT A GIFT CARD, What would be the point in that?).

Consumer

Response:

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

Review: On Oct **, 2012 I received an e-mail from Barnes & Noble.com stating that I was "eligible for gift certificate credits thanks to recent legal settlements between States Attorneys General and three eBook publishers. Barnes & Noble was not a party to the settlements but as a NOOK® customer, you can take advantage of the benefits agreed to by the settling publishers. Although we are required to notify you now of the settlements, there is nothing you need to do to receive the credits as you will receive them automatically in the form of an electronic gift certificate sent via email. Once the settlements' claim period ends, the Attorneys General will calculate the amount of your credits. If the Court gives final approval to the settlements, we expect to be able to send you your gift certificate in the first half of 2013." No one at customer service seems to know anything about this. I have not received a follow up e-mail regarding this, have e-mailed them twice asking about it and have not received valid response. I don't consider the automatic e-mail thanking me for my question and they would respond in 12-24 hours a valid. My second e-mail included saying I would contact the Revdex.com if not responded to. I gave them one more opportunity and called tonight asking to speak to a manager and was put on indefinite hold. Enough is enough.Desired Settlement: I want a valid response to my e-mails. I have verified with Barnes & Noble that no gift certificate has been issued by them. So, what is the status of this gift certificate?

Consumer

Response:

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

Sincerely,

Business

Response:

We reviewed the complaint submitted by [redacted] regarding the AG eBook Settlements.

The court granted approval of the Settlements on February *, 2013 which became final on March **,2013. The court is allowing Liaison Counsel for Plaintiff States to hold the funds for a period of up to six months to accommodate any additional Settlements. The date for distribution of funds from the Settlements has not yet been determined. Any further updates will be posted to the settlement website: ·

Customer may visit [redacted] for further details regarding any disbursement from the Attorney General. If you have further questions or need more information, please contact the Ebooks AG Settlement Administrator Claims Administrator:

Toll Free Number: ###-###-####

E-mail Address: [redacted]

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

Review: I have tried to contact customer service five times to no avail. I rented three textbooks back on [redacted] for $73.40 (Order #[redacted]). Weeks later I got several different notifications that the textbooks were either delayed or unavailable. I got so many of these emails I can't even keep them straight. My first contact with costumer service was to inquire when the books might be available. I did get a response that time but they were unable to tell me when the books might be available. After waiting around awhile I finally contacted customer service again and asked that all the orders (which were now all screwed up with delayed orders and cancellations) be cancelled and that my money be refunded. I never got a reply. I received two shipments of books about a month ago and returned them to sender unopened. My credit card was charged on [redacted] for $37.11 (Order #[redacted]), and on 12/** for $40.48 (What was available from the first order I presume?). I got a confirmation email on 1/5 that the books were received back and I still have not received any money back. I should have gotten back $77.59 total. The book orders should have been cancelled in the first place after I received many emails that they would be, and now that I have gone through all that and the hassle of returning them and trying to contact customer service with no response I have never gotten any of my money back.Desired Settlement: I just want my money back.

Consumer

Response:

The business has responded to my requests and issued me a full refund.

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: Website states particular product I ordered usually available in 1-2 weeks. Ordered 4/**; on 5/*, received notice that a further delay was being processed because product was still unavailable. Product page should be updated to UNAVAILABLE, yet still shows 1-2 week delivery time. Left feedback warning others not to order since there is apparently no official ship time.Desired Settlement: DesiredSettlementID: No settlement requested - for

Enforce rule that system updates availability.

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,[redacted]

Review: [redacted] is my grandmother. I registered her new Nook HD on her BN.com account under my email address and have not received the credits promised

My family purchased a Nook HD for my grandmother, [redacted]. I registered the Nook in February with the promise of a $5 credit. The $5 credit did not come and the company after several calls promised an e-gift card in the amount of $10 in addition to the $5 credit. Neither came. This was followed by me making 3 additional calls to the customer service department of which I spoke with a [redacted] or member of the management team. The last call was with Conrad advising that the request was sent on 3.**.14 to the Corporate office and processed on 3.5.14. He advised he would follow up with me via email to confirm resolution once he spoke with the gift card department at the end of the day on 3.**.14. I advised that I would not be calling them again and that I would hope getting the Revdex.com involved would assist me in obtaining the $5 credit and $10 e-gift card promised to my grandmother.Desired Settlement: I believe that the $5 credit and $10 e-gift card originally promised is reasonable. I also ask that due to spending over 4 hours to get this issue resolved warrants a e-gift card equaling a higher dollar amount of $50.

Consumer

Response:

Yes, that will suffice.

Consumer

Response:

[redacted]

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 ordered a "free" issue through my nook, Feb **, 2014, and cancelled it March *, 2014. So far I have called the store 4 times, called the support line 4 times and sent 7 emails cancelling this. I have found out that the subscription was cancelled * March 2014, however they have refused to give me the refund.Since it was charged to my credit card, I am the one paying interest on this.Barnes and Noble owes me $21.54 plus interest.Desired Settlement: DesiredSettlementID: Refund

Barnes and Noble owes me $21.54 plus interest.

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.

After several emails to Barnes and Noble, which were never acknowledged, four very angry phone calls and three calls to the management of the local Barnes and Noble, the [redacted] of the local store issued me a refund. He said that the support department told him and another [redacted] that the credit had been issued. When I showed the [redacted] my account summary and he could not find any refunds, he decided to go ahead and refund the amount.

Sincerely,

Review: Originally placed an order for 2 items online on 9/**/2014. Understood that one of the items would be a couple of weeks later than the other BUT the delivery date for that 2nd item kept getting pushed back. Also, on 10/**/2014, I received an email stating my order would be cancelled if I did not respond via the provided link within 24 hours. Besides 24 hours being an unreasonable turnaround, the link would not work to keep my order open. I drove to my local store and they wouldn't assist me. I called customer service, sat on hold and then finally got someone to manually place the extension approval for me. Finally, on 11/*/2014, disgusted with the situation and lack of assistance, I did an online complaint through the B&N website. At that time, I had still not received the final item in my order placed 9/**. On 11/*/2014, I received an email stating my item had finally shipped. On that same date, I received an email from [redacted] of customer service apologizing and asking for order information so she could see history of service, etc. I provided that info and was under the impression that there would be some sort of comp for putting up with the entire ordeal and as an incentive for me to continue to do business with B&N. I did not hear back until 11/*/2014 when I received an email from a different customer service rep completely clueless as to the history of the situation and completely ignoring my concerns - telling me that my ordered had shipped. This was duplicative information and completely non responsive to my previous communications. I responded that I was going to file a complaint with the Revdex.com if someone did not address my concerns. I've heard nothing back. B&N has completely ignored me. Apparently they do not need my business or return customers in general.Desired Settlement: At this point, it appears that Barnes and Noble intentionally took orders for a product it could not provide within any sort of reasonable time frame. The company made it as difficult as possible to keep the order open which was utterly ridiculous. I feel I am entitled to a refund for the ordered item AND some sort of gift card to restore my faith in receiving some semblance of decent customer service from Barnes and Noble, both in-store and online.

Consumer

Response:

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

Review: I got a tablet from this business almost a year ago, time has come to replace the internal battery and now that I need the service, I went to their website where you can read "The rechargeable battery in your NOOK can only be accessed and replaced by authorized service professionals", I asked customer service to direct me to one these places and I was told that "The battery on the NOOK is not replaceable", then after a year I am stuck with a $249.00 disposable device? I told them how ridiculous would d be thinking that [redacted] or any other company force us to buy a new device everytime our battery dies. and they specifically say on their website that the battery can be replaced, but at the end I had no answer, if they told me this before buying the device I would never had bought it. and the service of professionals to replace the battery is a misleading.Desired Settlement: Either they start to sell the battery or supply us with the service or return the money, replacing the device only garantee that I will have the same problem next year.

Consumer

Response:

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

Sincerely,

Review: 11/** Thanksgiving Evening before black Friday - I purchased a Nook from the Barnes&Noble.com store.

11/** I received an email stating "We apologize but despite our efforts, we weren't able to fulfill some or all of the items in your order. These items have been canceled from your order"

11/** I called to complain and ask why my order was cancelled. They said their warehouse could not fill my order. And they ASSURED me my credit card would not be charged. They told me I could still go to a Barnes & Noble store and purchase the Nook there for the same price. Again, assuring me my credit card would not be charged and that my order had bee cancelled.

11/**- I went to a Barnes & Noble store and bought the Nook.

12/* - I received an email from Barnes&Noble.com telling me my new Nook was on its way! They took my credit card and reordered the item without my permission.

12/* - I called to complaint, and they would only apologize and tell me to return it.

I completed a return authorization and they sent me a UPS label to ship the Nook back

1/** - They received the return package

2/** - I called to ask where my refund was. I was transferred to 4 different people and was on the phone for 25 minutes. It ended with a person telling me I should receive my refund in 10 - 14 days.

3/** - Today, I still have not received my refund for the package I returned that they used my credit card to purchase!Desired Settlement: Refund of the Nook of $83.74

Review: The Barnes and Noble website advertised collectible books for buy one, get one half off. I ordered four books priced at $18 each. At the checkout process the half off offer was not showing but I placed my order believing it would be corrected at the end of the order. Instead I was charged full price for all four books, instead of $18 each for the first two books and $9 for each of the other two books.

I contacted the company and requested that they adjust my price so that I would be charged according to theur advertised sale. The company refused.Desired Settlement: I would like to be charged correctly, in accordance to the advertised sale.

Review: I am unable to access any of the books I have purchased in my online library. The books are in the library, but when I try to open them to read them online, they open as samples as if the had not been purchased. This has been going on for over 3 weeks. I have contacted Barnes and Noble many times and they keep telling me they are updating their system. I asked to speak to management but they never called me back. I have over 100 books in my library including books I have purchased but cannot read.Desired Settlement: fix the online library so that the books can be read online

Review: I purchased a book on the Barnes and Noble website that was to be fulfilled by a 3rd party supplier through the BN Marketplace. The total of the book was $45.39 in addition to $3.99 shipping and $2.96 tax totaling $52.34. When I received the book the actual cost was £12.99.

I questioned BN about the charge and they stated I needed to contact the seller - [redacted] located in the United Kingdom. There was nothing indicated on my order that my order would be fulfilled by a seller from the UK.

I contacted [redacted] and they explained that when they price books shipping to the US , they add an additional charge to cover shipping. They explained that BN is aware of the additional charge and have advised BN to disclose this information to the buyer.

They apologized for the confusion and would accept the book as a return, however, I would still be responsible for the original shipping and the return shipping.

I again contacted Barnes and Noble and they advised that I agreed to pay $45.39 for the book when I confirmed the order at checkout.

I did confirm the amount, however, my argument is that I expected a $45 book, not a $17 book with an additional $30 shipping. They apologized for the inconvenience and stated my complaint should be with the UK seller not them

My argument IS with Barnes and Noble - I placed the order with them, and they are the retailer that charged my credit card. However, they did not fully disclose the details of the charges. My order and shipment confirmation indicates a book for $45, not $17. The shipping charges indicate $3.99 - not $30.

Had I been aware the book I was ordering was only $17 and included additional $30 shipping charges, I would not have ordered the book.

Had I been aware it was going to be fulfilled by a seller in the UK, I would not have purchased the book.

Barnes and Noble was misleading, deceitful and portrayed false advertising for not clearly disclosing the details of the charges. Particularly since the seller informed me they have experienced this in the past and brought this to Barnes and Noble's attention.Desired Settlement: A refund or store credit for the additional amount charged for the international shipping in the amount of $30.

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]

Barnes and Noble has contacted me indicating they would issue me a one time courtesy refund if I returned the book to the 3rd party seller. They stated the refund would be issued by Barnes and Noble the same way the payment was made after the 3rd party seller notified them of the return. I returned using the mailing label B&N provided. The book was delivered to the address on the shipping label on 07/[redacted]2015 but to date I have not received the refund.

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.

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

Sincerely,[redacted]

Review: Order # [redacted] I did not turn in a rented book on time. I contacted customer service and spoke with a manager. I was given a shipping number and told to ship my book back and I would be charged a $18 late fee. I returned my book and B&N is trying to charge me $152.08 for not returning the book that I did return via the shipping label that B&N game me plus the additional $18 late fee. This was told to me when I tried to contact customer service yesterday.Desired Settlement: I did return the book and it was late. I have no problem paying the late fee but I will not pay the $152.08 for a book I returned

Consumer

Response:

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

Review: Several months ago I applied for a vendor account. I found out when I tried to log in that I was supposed to contact [redacted] for an explanation. Since then, I have sent these people, who are all Indians in India, more than 50 emails regarding my vendor account including copies of my actual IRS business tax info. They refuse to do anything. I get the same canned message over and over again telling me to log in and reenter my information which I have already done more than 20 times. Their software is obviously broken. I can't seem to get someone in the U.S. to actually respond to my email and complete my account.Desired Settlement: Approve my vendor account.

Review: On September */ 2013 I checked the Barnes and Noble website for the availability of the Lego Mindstorm EV3 and it said it was in stock. So I purchased gift cards called Scrip because a portion of the money goes into my son's High School band account. I then attempted to make the purchase that evening only to get to the end of order and have it say that there was a problem and item was removed from bag. So the next day I called to order the item over the phone and was told again that yes there were plenty of the items in stock and order was processed (we also paid for expedited shipping). The following day we receive an email that item is ready to ship, but then is followed later in the day by an email that said that there was a delay. So on the [redacted] of September it said the item shipped and provided tracking information. The following week the tracking information never updated and by Thursday I called to find out where the package was, no one knew but I had to wait until Friday before any further action could take place. So Friday afternoon I called and they ordered a new one and paid for expedited shipping (which I had initially paid for) and assured me that it would get here via UPS this time rather than USPS. Monday arrives and still no email saying that the new order was placed or that it had shipped so last evening I called again and was told they had until 11p.m. to ship but that they had plenty. I get an email this morning saying that again there has been a delay. I have spoken to two supervisors today and both tell me that I just have to wait and an email will be sent to me when the item ships. I cannot ask for a refund because I purchased this with gift cards after I checked and made sure the item was available, and I do not want $383 in credit with a store I never plan to purchase from again.Desired Settlement: I would either like the item to come within the next two days or a cash refund as I will never purchase from this store again.

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 contacted Barnes and Noble about my defective Nook HD device on 6/*/13. They determined that the device was broken and it is under warranty so they said that they would send out a replacement device on 6/*/13. I hadn't received it by 6/**/13 and so I called them again. they said they don't know what happened to my order, but they never sent the device to me. They said they would send it on 6/**/13, and if I did not receive it by 6/**/13 to call. Now I have contacted them online and they said they cannot help me and I don't understand what is going on. I am getting quite upset.Desired Settlement: I want my replacement Nook HD as soon as possible.

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.)

Review: Tried to cancel membership last year, still being charged.

Called last year and tried to cancel, still being charged a yearly renewal, I don't think I ever got a refund for last year either.

Tried calling the membership line and they can't find my membership, I gave them my address, my credit card number, all of the addresses I have lived at in the last 10 years, my e-mail address. And they can't find my account to be able to cancel it or give me a refund.Desired Settlement: Give me a refund now and stop billing my credit card! This is theft at this point.