Barnesandnoble.com

Review: I am a loyal BN customer for many years and the recent service has been dissappointing. I ordered a book this past sunday and I saw on the product page that it would ship usually in 24 hours. It not only didn't ship but I was promptly sent an email that the order was delayed and it is now Wed, still hasn't shipped. I talked with customer service through chat twice, yesterday and today and they said a shipping notice was sent out to the factory. When I asked why it was delayed, they said they needed to order it themsleves, implying it was never in stock, which I don't care for.Desired Settlement: I just want my order shipped and I wish for BN to provide specific details on the item page if they need to special order it, because otherwise it's false advertisting. They need to work on getting things out faster

Review: In January 2014, I ordered a few items from the Barnes & Noble website using a $100 gift card given to me for Christmas. I recall that I ordered: (1) a wall calendar; (2) a book about Richard III; (3)Sherlock Season Two DVD; and (4) Sherlock Season Three DVD. This was probably split into two orders--the first was Sherlock Season Two DVD; while the second was everything else. I received the first three items in January or February 2014 okay. The fourth item, Sherlock Season Three DVD, was not due to be released in the U.S. until February **, 2014. Therefore, it could not have shipped with the other items in January 2014. After its release date passed and I did not receive the Sherlock Season Three DVD, Barnes & Nobles emailed me two or more times to informe me the item had been delayed and backordered. The last time, they told me it was backordered for 30 days or more, so Barnes & Nobles asked me to confirm I still wanted it within 24 hours of their email. I tried to do so, but had problems getting on my website account and could not confirm it within 24 hours. So, Barnes & Nobles cancelled the order--but did not refund the $27.60 that the Sherlock Season Three DVD cost. I later was able to log onto my account on the Barnes & Noble website, but my gift card still had a zero balance, and I also had no orders pending. Shortly afterward, I emailed Barnes & Nobles customer service at least three times regarding the refund due me and carefully explained my complaint. I cut and pasted from the original emails that Barnes & Nobles had sent me regarding the delayed (later cancelled) order. Customer service then became confused, thinking that b/c they delivered the Sherlock Season TWO DVD, they had also delivered the Sherlock Season THREE DVD to me. I explained that was not the case, but never received another email response. Today, on ** April 2014, I phoned Barnes & Nobles customer service to try to resolve this, but again the customer service rep confused the two DVD orders and again insisted that my order had been filled. I also think there may be confusion with the order number that they gave me in the order email--but that is the only order number that I was given by them, so I cannot help them there. I have most of the emails sent by Barnes & Nobles, if you wish to see them (except for the first separate order for the Sherlock Season TWO DVD, which I deleted after that order was completed). I suggest that the problem is with Barnes & Nobles computer order tracking system--for example, they do not send confirmation order emails with an itemized order list, just a generalized email. Therefore, while I saved the order confirmation email, it does not list the items that I ordered that particular time. If it had, it would show to customer service that the Sherlock Season THREE DVD was in that particular order, and not the earlier Sherlock Season Two DVD order that had already been completed. Contrast this to the computer order system of [redacted] (itemized order confirmations, shipment notices, etc.), and one can see how confusion results. Barnes & Nobles seriously needs to upgrade their system to be competitive.Desired Settlement: I simply want my $27.60 back on the gift card. Or, a new gift card issued for this amount. This was a $100 gift card given to me by close family members, and I am sorry that Barnes & Nobles did not live up to their trust. I will use the gift card only in the bricks & mortar Barnes & Noble store, since their website cannot be trusted. I am sorry to bother Revdex.com with this minor complaint and probably will never get a refund, but I wanted to file the complaint so that Barnes & Nobles improves its sys

Consumer

Response:

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

Sincerely,

Review: I was charged over the price of a new book when returning a used rental. The book I received had numerous used stickers on it so it had several previous owners and definitely had seen its better days. However, it was still usable but the cover and binding was damaged, pages were damaged etc. As I only needed this for a limited amount of time and use and it was still readable I figured the company just wanted to get one last use out of it so did not complain with the condition of the book I received. I returned the book in the exact condition that I had received it in, as I have with all the other books I have rented from this and other companies, then noticed a charge on my card and the email stating it was due to one of the rental book's condition. There is absolutely no rational to charge me at all for this book because if they were not happy with the condition it never should have been sent to me. I was charged a rental fee plus shipping plus over the price listed for the book new for a book that 1) was in terrible condition when I received it 2) was returned to the company, in the same condition. I never had a new book so why they would charge that price for a replacement, first does not make sense and any fee at all is unethical. How many times are they going to charge customers for the damage done by a past user? If they are going to charge damage fees than they should not send the book out in that condition. I am very disappointed in myself for trusting this company. After attempting to talk things through with customer service as well as completed a survey asking for them to help resolve this issue, I received only one response stating their rental policy which does not account for the overcharge as well as their fault in sending out a book in an unacceptable condition, albeit my fault for having faith in this company's ethics. Now the customer service rep has not answered my further inquires and those who deal with the survey complaints has also not contacted me as I requested.Desired Settlement: I expect a refund. That charge is very unethical, while I can understand where mistakes are made, part of customer service is to listen to the customers and correct errors which this company is not doing.

Consumer

Response:

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

Sincerely,

Review: I had an active Barnes&Noble Membership opened August 2014 which was due to expire on August 2015. Barnes&Noble automatically renewed my membership by charging my credit card on July **, 2015 which is about a month from the end of the active membership for one more year for $25.00. Upon seeing this charge on about third week of July, I called and told them that I do not want to renew my membership after expiration on August *, 2015 and asked for refund on the early membership renewal charge. The Representative said that they will do the refund and membership will expire on August [redacted], 2015. My complaint is that I never received my refund and they did not cancelled the membership as they told me they will.Desired Settlement: I want for Barnes&Noble to refund the new membership fee they charged me in July 2015 since I called and told them to cancel it. They failed to execute my request for membership cancellation and never returned my $25.00.

Review: B&N continually charge me for an e-magazine subscription that has been cancelled for a Nook that is no longer in use. I have called and although they do come through and credit me the monthly cost, they also promise that it won't happen again, It has been many many months, I think I started calling in February of this year? I would really like them to stop charging me $1.99 a month. I have checked into the B&N/Nook website and there is no credit card associated with my account on the website. But obviously they still have my credit card number. They seem to only be able to assure me that my concern will be forwarded to their "production team" to cancel my order. They say this every time, with assurance. Yet every subsequent credit card statement has $1.99 from [redacted] ###-###-####.Desired Settlement: Please stop billing me. period.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].(THEY HAVE BILLED MY CREDIT CARD AGAIN. SO NOTHING HAS CHANGED!)Sincerely,[redacted]

Review: I have contacted Barnes & Noble on 5 separate occasions regarding this issue. Originally I ordered a textbook from them for a college course on 8/**, being that my order had never gone past the "processing" stage in my order status I reached out to them on 8/** and spoke to a customer service representative to cancel my order, she put me on hold for a few minutes and came back to let me know the cancellation had been processed and I should expect a cancellation confirmation within 24-48 hours.

On 8/** I received a shipping confirmation and on 8/** Barnes & Noble charged my account $181.** for an order I had cancelled. I called the customer service line again on 8/** and was told that the only way for me to get my money back was for them to get their inventory back and once it was back to the warehouse I would be refunded my money immediately when it was scanned in.

The book was delivered to my home on 8/** and I immediately rejected the package so it would return to sender. I never even had the package in my house. I continued to follow the [redacted] tracking # that was provided by Barnes & Noble.

On 8/** I called the customer service line again once it had been indicated that the book was back in New Jersey at the original location. The gentleman I spoke to said that the reason I was charged was because I never cancelled my order, which is incorrect. He then asked me if I still had the book in my possession, when it had already been delivered back to the warehouse. After explaining everything to that customer service representative he put me on hold to process my refund. When he came back on the line he told me that I should expect a refund confirmation email within 24-48 hours. The email never came.

On 9/* I tried calling again and asked immediately for a supervisor and was told to call back later.

On 9/* I called the customer service line and asked immediately for a supervisor and was put on hold. The total duration of the call lasted 28 minutes. I was able to connect with a very friendly, very apologetic supervisor (named Quinn?) who looked at my tracking number and saw that the warehouse did in fact have my package that was delivered on 8/**/15 at 10:54AM and was signed by Leinny Cabrera and left at the dock. He said he sent the refund request to the warehouse and as soon as they were able to scan my package in I would receive and email shortly after and would then be able to watch my bank account for my refund to process through.

Today, 9/**/15 I still have no email confirmation that my package has been returned, my bank account still is not processing a refund, and no one at Barnes & Noble has been able to handle this situation. Every time I have been told something would happen by a customer service representative since my initial call on 8/**, what they said would happen has not happened.

The phone number I have been calling is ###-###-####Desired Settlement: Refund

I would like my $181.31 put back into my account or a check issued ASAP. Being that this was not my mistake, as I have spent hours at this point trying to right this wrong, I really do not think it is right or fair that I have received the "run around" to get my hard earned money back.

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 persoanlly calling the customer service number 3 more times since 9/** I have now received my refund.

Sincerely,

Review: I order a iclicker 2 student response remote. I was sent the wrong iclicker. They sent me the iclicker without the answer screen. Iclicker2 has the screen that shows your answer. This product is a rental and they feel it okay to sent out the wrong product. They are responsible for replacing it . The supervisor stated we will refund the money but you will have to purchase another. I told her I shouldn't have to purchase another one. She replied we don't send out replacement. I am very upset I received the wrong product and it won't get replaced unless I purchased another one. Make no sense. They are responsible for sending the wrong product out but it was implied to me they are not liable. Why should I take a refund then order another one? This is a product regardless its a rental. From my experience, when a wrong item sent out it the company obligation to send the correct product without causing the customer to purchase another one.Desired Settlement: I want Barnes & Noble to send me the replacement without me repurchasing another iclicker because their shipping and delivery department or whoever pull the product sent out the wrong item. I don't want a refund, I want it replaced. This is inconvenience for me and my class if I purchased another one.

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: Barnes and Nobles has charged an additional amount aside from the original purchase order. I ordered 3 used rental books on line for a total of $99.60, order # [redacted]. The breakdown fee is as follows: sub total $60.79, shipping and Processing $33.95, tax $4.86 for a total shipment price of $99.60- the order was placed on 8/**/14 and this is the date I allowed the funds to be withdrawn from my account. However, on 8/**/14 Barnes and Noble charged another total shipment fee of $35.85. I called their ###-###-#### and spoke to several reps to try and get a clarification. I spoke to [redacted] from the Philippines and she told me the additional $35.85 was a processing fee and that should be reimbursed to our account in3-5 days. However, I told her that I never authorized those fees, and requested a copy of their policy regarding processing fees, she states she did not have one. And when I asked for her [redacted], she stated none were available. She also could not give me her last name, or corporates number. When I dialed back, I spoke to a male rep, but I did not secure his name. He told me that their screen did not show a fee of $99.60 was ever charged to our account and that I needed to call my bank. I told him that we indeed called our bank and it showed an additional $35.85 was charged aside from the $99.60. He said we needed to call our bank and get it resolved with them because he did not show they charged $99.60 only $35.85. I said okay thank you and ended the call as it was clear to me that he was not going to help me and made me sound like I was insane and treated me like an it. I called my bank institution and confirmed both the $99.60 and $35.85 were charged to my account.Desired Settlement: I want the additional funds of $35.85 refunded to me immediately as this has caused an extra burden on me and has caused an extreme hardship. Thank you.

Review: Nook Press is a company that pays authors a royalty for selling their books via the Nook tablet. In a few years, I have made only 2 sales from Nook, and decided to take my book off sale via this device. The book sold for $2.99 each, and my royalty for each sale was $1.94, totaling $3.88 I am due.I contacted Nook Press to notify them I was no longer going to sell my book via their company, and I wanted my $3.88. They have refused, stating that they don't pay out until the royalty reaches $10. They say the amount will carry over until I reach the $10 minimum. I understand this policy, and it is to prevent them from making small payments each month, but since I am taking my book off sale, I will obviously never reach the $10. I understand I am complaining about a very small amount of money, but it is the principle that I have worked hard on my book and sales, and they are profiting from my work without paying me my share. If they do this for their other clients, it can add up to be quite a sum they are unfairly making.Desired Settlement: I would simply like to be paid my share of the money I earned, $3.88.

Consumer

Response:

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

Sincerely,

Review: I reserved an item from the website "Pick Me Up" program. I received a confirmation email and text message indicating I had 3 days to pick up the item. The email included the price of the item. When I went to the store not only had the item not been reserved per my two separate confirmations, but the store would not honor the sale price. The confirmations did not say anywhere the price is subject to change based on the day you pick up the item. I spent 20 minutes in the store talking to the Nook manager [redacted] - worst customer service I've ever received and two of employees stood and watched while she refused to help me. I was not even offered the item I had reserved at the regular price since it was never actually reserved and was sold out Product_Or_Service: Nook HD Tablet SnowDesired Settlement: DesiredSettlementID: Other (requires explanation) I would like the item and the sale price that was confirmed via email communication from the vendor.

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].

Barnes & Noble strives to provide clear and accurate information on our website

regarding our products·and··services; Items listed for sale on our website are posted with an 'online price.' Also, once the customer selects the Pick Me Up feature, we note that the store price and online price may vary, and to confirm availability and pricing with the store directly. We apologize for any confusion in the matter.

Barnes & Noble commits. itself to offering competitive pricing on the many products we cal.Ty. We are usually able to fill a customer's order from our website with less expense than our fullc service retail stores, and we pass those savings on to our online customers. This is why our prices

online sometimes are lower than you will find in your local Barnes & Noble store. Similarly at times, our retail stores may offer exclusive promotions that are not offered on our website.

For our customers who are interested in using our 'Pick Me Up Feature', we do advise of the price difference an online versus a retail store purchase. The details of our Pick Me Up feature are available on our website. We do advise:

Inventory changes frequently, so we cannot guarantee the availability in our stores.

Store and online prices may vary.

To confirm availability and pricing, please call the store directly.

To view this information on our site, please visit the link below:

We believe Ms. [redacted] submitted her reservation request on a day when we were offering the NOOK HD at a discounted price. Please

see the attached promotion which states that the prices were valid through December *, 2013. This mean the purchase

would have to be completed by this date. Our retail store would not have been able to extend the expired sale price beyond December **, 2013.

Please see that attached promotional offer.

We regret we will not be able to honor the previously offered sale price for purchases made beyond the promotional end date.

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

Respectfully,

Review: Barnes and noble has all their textbook rentals back from me but they wont take them off my account as promised and keep billing me. The problem is I sent the books all back on one return but I should have sent them back seperately. They found the books, credited my credit card and said they would call the warehouse to take them off my account and credit them as a return. They have not done this after at least 3-4 phone calls. Iseveral hours trying to tell them to do this. have spentDesired Settlement: They need to refund my money and mark the books as returned on my account.

Consumer

Response:

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

Review: Barnes and Noble advertises on their website, that members receive a discount for online purchases. However, the online ordering system does not reflect a discount. When I called I was told I only receive free shipping, no member discount. I asked why it says on their website that members receive their discount. I was told it was not accurate. From their website: New Customer Checkout Overview Placing an order with Barnes & Noble.com is quick and easy. New customers can check out and create an account at the same time; or they can complete their order without creating an account. Once you have an account, you'll be able to: Shop and check out faster on your next visit Check your order status online Receive your Member discount on online purchases Obtain a history of items you've purchased Receive updates on special offers, events, and new products and services Retain items in your Cart and Wish ListDesired Settlement: If their website is incorrect, it needs to be updated. I was led to believe that my member discount was valid for online purchases. Therefore I would like my $25 membership refunded.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted] regarding his Barnes & Noble Membership purchase.

We appreciate that [redacted] has made Barnes & Noble her bookseller of choice and regret to hear of her dissatisfaction. At Barnes & Noble, we strive to provide clear and accurate information regarding our products and services. Our website does ncit advertise a membership discount for online purchases. We truly apologize for any

To clarify, our Member Program entitles members to the following discounts:

• In-store savings of 40% off hardcover bestsellers and 10% off almost everything else

• Free express shipping on all BN.com orders 1-3 days with no minimum purchase required

• Member-Exclusive Offers which includes special savings emails throughout the year

To view the complete Barnes & Noble Membership Program Terms and Conditions, please visit [redacted].

All of our customer service representatives are expected to respond to inquiries with accurate information, and we are truly sorry for the misinformation [redacted] received. We pride ourselves on providing the highest quality customer service at all times and sincerely apologize to [redacted] that the level of service he received did not meet these standards. We will ensure that all of our agents and booksellers are fully aware of our membership offers to avoid any future occurrences.

In regards to [redacted] request for a refund of her membership purchase, in the Terms and Conditions, under Cancellation; Termination, we states:

If you cancel your paid one-year term of Membership, you will only be entitled to a full

refund of your Membership fee if the Membership was not used to obtain an eligible discount or benefit, and you cancel during the first thirty (30) days of your Membership term (new or renewal). No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble Member Program in its entirety;

Our records indicate that [redacted]' membership was renewed on August **, 2012; therefore we are unable to issue a refund for the renewal purchase. However, in the essence of customer service, we have sent [redacted] a $25 Barnes & Noble eGift Card for the misinformation she received from our customer service agent.

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

Consumer

Response:

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

Sincerely,

Business

Response:

We reviewed the follow up complaint submitted by [redacted] and regret to hear of her continued dissatisfaction.

We are sorry to learn that our Barnes & Noble eGift Card offer is not a satisfactory resolution for [redacted]. We feel this is a fair offer given the circumstances.

When [redacted] purchased her Barnes & Noble Membership renewal, the Terms and Conditions of the agreement provides members with the following benefits:

In store savings of 40% off hardcover bestsellers and 10% off almost everything else

• Free express shipping on all BN.com orders 1-3 days with no minimum purchase required

• Member-Exclusive Offers which includes special savings emails throughout the year

To view the complete Barnes & Noble Membership Program Terms and Conditions, please visit [redacted]

As stated in our original response, "If you cancel your paid one-year term of Membership, you will only be entitled

to a full refund of your Membership fee if the Membership was not used to obtain an eligible discount or benefit,

and you cancel during the first thirty (30) days of your Membership term (new or renewal). No refunds will be available

after such thirty (30) day period (unless we terminate the Barnes & Noble Member Program in its entirety." As [redacted]'

membership renewal purchase is well over this timeframe, we will not be able to offer a cash refund as requested.

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

Consumer Affairs Advocate Barnes & Noble [redacted]

Review: I bought something on B&N.com. the total should be 37.49, and I pay with gift cards. but they charge me $16.08 more than the right price. I called customer service, they say they need to hold this money in case I want to buy something else, and my account need to have enough money. they told me I need to wait 24 to 48 hours, and my money will back to my account.

Product_Or_Service: lego

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

give me my 16.08 back, now!!!!!!!!!

Review: I placed an order on May *, 2015 and the next day I was notified via e-mail that I had to contact Sales Audit at [redacted] concerning the order. I was told that my account with Barnes and Noble was on hold due a dispute I had with Barnes and Noble-Marketplace dating back to January **, 2015 (My first and last transaction with the seller; I never received the textbook at the address provided). However, I was notified by the card involved in the transaction ([redacted]) that the issue was resolved and closed on March *, 2015, but Barnes and Noble indicated that I still owe them money; that my card ([redacted]) had charged B&N twice for the dispute of $16.91. However, from my records the matter was closed, also I've tried to clarify with the representatives on my end of the issue, and the representatives from [redacted] and I tried to resolve the matter (3-way call), however, Sales Audit told me/us to contact the Accounts Receivable Department ([redacted]). I have tried repeatedly to contact someone from the department I have left several messages to have someone contact me to resolve the issue (phone continuously rings and machine picks up to leave message). I have been trying to contact someone from A/R since May *, 2015 and it has almost been a month with no response, and I tried to get the physical address to send B&N my records that the matter was closed, however, no one did not want to give me the address (several representatives were extremely rude). I just want to clear the issue concerning the hold on my account; I do not understand what they are afraid of to provide me an address to rectify the matter. I have my proof that I am right and have been told by my card representatives that I should send them a copy of the closed dispute and if they have further concerns to call Merchant Service Line at ###-###-####. I have been receiving the run-around from everyone from B&N. They do not want to assist me to resolve the matter, so that I can move on and continue my business with B&N. I am now confused and frustrated (emotional distress) with the customer service.Desired Settlement: I want the matter resolved between Barnes and Noble Account Receivable, Sales Audit and my card ([redacted]). I want efficient and effective communication among the departments of B&N. I want them to work together to resolve an issue/miscommunication to help a customer with an erroneous issue. I want the hold on my account removed and I want to be notified that the mistake was not on my end. I would also appreciate good, respectable, and knowledgeable customer service within the departments of B&N that values the relationship with their customers.

Consumer

Response:

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

Review: I have been receiving emails requesting payment for an overdue textbook for [redacted] University. I called this company, spoke to a representative and clarified that I was not the same [redacted] they had on file and that I had never been to [redacted] nor was I affiliated with the college in any way. I believe that a student there used my email when she purchased/rented her text book. When I spoke to the representative I clarified that I am not a student anywhere and that I live and work in Massachusetts. The representative at Barnes and Noble Booksellers stated that they would correct the error. Yet, it has been months and I am still receiving emails requesting payments for books I did not buy or rent.Desired Settlement: I would like this company to correct their records, find the right customer and stop contacting me.

Consumer

Response:

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

Review: I want to close my online account. I want to close my membership card. I do not want any more postal mailings from Barnes & Noble. The company refuses to do this, and has made it difficult for the end user to do this. Contact with company by me has been ignored.Desired Settlement: I want to cease ALL associations I have with Barnes & Noble.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted]

We sincerely regret the inconvenience Mr. [redacted] has experienced with unsolicited emails from Barnes & Noble. We have completed a universal opt out of Mr. [redacted]'s email address so that he will be unsubscribed from all B&N email. Please be advised however, that this change will take effect within 10 business days of the date of this writing. Mr. [redacted] will continue to receive emails regarding any orders he places, such as

order and shipping confirmations. If Mr. [redacted] still continues to receive our promotional offers after such time, I ask that he 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.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted]

We sincerely regret the inconvenience [redacted] has experienced with unsolicited emails from Barnes & Noble. We have completed

a universal opt out of [redacted]'s email address

so that he will be unsubscribed from all B&N email. Please be advised however, that this change will take effect within

10 business days of the date of this writing. [redacted] will continue to receive emails regarding any orders he places, such as

order and shipping confirmations.

If [redacted] still continues

to receive our promotional offers after such time, I ask that he contact me directly

at ###-###-#### M -F 9am - 5:30pm EST.

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

Consumer

Response:

I got a hold of a live person and cancelled the accounts with her. The latest correspondence from the business is just a duplicate of the prior message. B & N made this very hard and is not consumer friendly!

Sincerely,

I used to go into a B&N store a couple of times a week & Now I avoid B&N as much as possible. Their customer service is going down hill in the store & the toll free # has always been a joke. I like to read on my e-readers but I still like the feel of holding a paper book . I recently went in to trade in my NC for a newer product. I paid for it & went over to the Starbucks in the store to sit down & look at it. When I pulled it out of the box, The protective coating was in the box but had been removed from the unit. Since it was folded , it just didn't fall off. When I took it to the counter, the clerk discounted my thought that it could have been a return. I told him that I paid for a new one & I wanted a new one...He called someone to the front & they sped up the process to exchange it.

I was given a digital gift card of $5.00. I went to use it & it wouldn't let me complete transaction without a credit card. I was planning on going to store to purchase a gift card but hadn't got it yet & this expires tomorrow. When I called Customer Service...I was informed I couldn't make a purchase with any gift card without giving her my credit card info. If I enter a gift card, why do you need my cc info. If the card doesn't have enough on it, then the sale wouldn't go thru.

With all the hacking of businesses these days, I am using gift cards instead of having my card info out there...

My grandchildren want NOOKS but they don't have credit cards & I know a lot of people that have cut all their cards up...No wonder B&N has problems..

Review: My credit card was charged twice for a rental extension done on 5-*-15. I called on 6-** to request a reimbursent for the duplicated transaction....the representative told me that I was right the charge had been duplicated and she could verify that the book was returned but in order for me to get a reimbursement I needed to provide the tracking number....to which I told her that I didn't have and couldn't understand the necessity of the tracking number when they are already confirming the book has been returned. For me this is un-acceptable and just a way to avoid giving the money back to the customers...it is the first time I heard that from a company. ..personally my family and I won't rent or buy any other book from Barnes&Nobles.....I also have to say that the representative hung up when I asked to talk to a manager.Desired Settlement: I have place my claim with my credit card and expect a resolution on this. I expect an apology.

Review: On May [redacted] I ordered nook chargers from B&N. I paid for them, they were shipped out. Today I got an email stating they had made an error and didn't charge me for shipping and went ahead and took the $4.98 out of my bank account (I had used my debit card for this purchase). I'm not upset that I was to pay for the shipping, it was that they just went and took it out because they had my card number from my purchase. I tried discussing this via their live chat, because I couldn't find their 800 number. She disconnected before I had any chance to further inquire. So I googled their 800 number, got [redacted] and I explained to him what my problem was. [redacted] hung up on me. So I called back. He says he can't help me, so I asked for their [redacted], I believe she said her name was Norma. She said I was emailed for the price of $30.71 but their computers only took $25.73. I'm not rich, but I didn't pay attention to what I was billed. So today when I see that they are taking the other part of the money owed I was upset. It's not that I didn't owe it or that I couldn't afford it, I just don't understand how they can just later decide they accidentally gave me a discount and come back and take the extra money when I wasn't even aware of the discount to begin with. I have NEVER had any business ever do that. "oops you got a discount, so pay up". It's just bad business, in my opinion. To be hung up on, chat disconnected... just in general was a disheartening experience. I was not able to get any answers and I will no longer do business with them. Very sad.Desired Settlement: Since I wasn't aware I was given a discount, and only because my credit card was stored with this order and still an active card... I would like my $4.98 back.

Consumer

Response:

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

Review: On 08**2014 I ordered college textbooks from [redacted] which turns out to be barnes and nobles college textbook site. I paid 491.74 $'s for 4 textbooks and a rental textbook(digital). I had to drop a class and I did not open the book I took it to the [redacted] college school bookstore (which is also barnes and noble) I paid for it out of my pell grant I found out that [redacted] had taken the money out of my pell grant and not charged it to the card.Anyway when I took back the unopened book they did not have a record of me buying it. the [redacted] said I had to have a receipt. my father thru mine away and DES(department if economic security) in Arizona has it in their data bank but tell me they can not print it out. I talked to someone in the credit card department at barnes and nobles college textbook site(phone number [redacted]) but they tell me they cant give me a receipt. they should have a rec ord some place.Desired Settlement: I would like the 81.90 on the Barnes and Noble store credit they gave me taken of f (card number [redacted]) and put back on my pell grant master card that it came off of(Debit master card number [redacted])