Barnesandnoble.com

Review: I ordered a magazine trial and canceled my subscription shortly after the free trial. Unbeknownst to me, I continued to receive 21 months of charges at $6.78 per month for a total of $142.38. I never received any of the magazines I was charged for. I called and was told that they couldn't refund the full amount, but they could give me 6 months. I was told to dispute it with my bank, which will take about 90 days. I do not understand why B and N cant give me back the money that is rightfully mine. I NEVER downloaded any of the magazines they claim I received, I don't know why they cant review this and see that I am due a refund.Desired Settlement: I would like to be refunded for the amount of $142.38, the charges for a magazine subscription that I never received.

Consumer

Response:

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

Sincerely,

Review: I placed an order purchasing 3 books for college courses that I am taking (Order No. [redacted]) at 6:11 p.m. on August **. I requested expedited shipping (1-3 business days) because I would need the books by the week of September *, 2014. No where on the website did it indicate that the books were not ready to ship. Shortly after placing the order (at 6:50 p.m.) I received an email that 2 of the books would not ship out until September **, 2014. At approximately 7:00 p.m., I placed a call to Barnes & Noble (B&N) to cancel the order. I received a verbal confirmation from B&N that the order was canceled in its entirety and I would receive a subsequent email confirming this. On August **, 2014, I went to 2 different bookstores to purchase the books that I had canceled from B&N. That same day at 8:35 pm, I received an email that 1 of the books was shipped. Because it was too late, I contacted B&N as soon as I left my class on August **, 2014 which was approximately 1:20 p.m. At that time, B&N stated that my only options were to refuse the package or in the alternative, take the package back to UPS and ship the book back to them with a label they emailed me. I am really upset because I have had packages stolen before and because I canceled the order, I also canceled my mother waiting for the package. To make matters worse, I checked my Discover card and determined that B&N has charged me the full amount of the purchase ($286.47) without shipping all of the books. I will take care of shipping the package back to them, but B&N has indicated that it may take between 2 to 3 weeks to credit my card AFTER they receive the package. The label they sent me is not even for overnight shipping.Desired Settlement: I want B&N to give me a refund of the full amount of the card without waiting the 2 to 3 weeks (or for return of the book -- I canceled it, they shipped it and they have a recorded message from August **, 2014 which proves this) to do it. I did not make a mistake, it was their mistake, I am having to waste my time and gas (as well as my phone minutes -- in order to fix this, I did a 3 way conference (which took over 20 minutes) with B&N and UPS to have the package redirected back to B&N which UPS said they would do as long as B&N authorized the redirection by providing a name and phone number, however B&N refused to give the authorization, instead they are inconveniencing me for their mistake). I am also out the money until the choose to credit my card! Please help!

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted]. I received a credit on September **, 2014; however, B&N has never called me to discuss my complaint.

Sincerely,

Review: I placed an order through Barnes and Noble online Jan *, 2016. The item was to be provided by one of their associates in New Jersey. [redacted]. I received an e-mail on Jan [redacted] saying the item was shipped. I have not received the item. I have contacted both Barnes and Noble and the associate. As of this point the issue us not resolved.Desired Settlement: I would like to receive the item or a refund.

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.ISSUE IS RESOLVED.

Sincerely,

Review: I recently had to make a complaint against Barnesandnoble.com through the Revdex.com (complaint [redacted]), which was resolved quickly and to my satisfaction. That complaint was similar to this new complaint.

When I received my refund for complaint [redacted], I made another order on barnesandnoble.com in order to use it up, with no plans to do business with them in the future. I placed one order and it went through just fine. I placed a second order, again trying to get rid of my gift card balance, and it sat there, ‘Pending’ for weeks. This order was placed on 8/*/15. I called on 8/**/15, and the customer service rep apologized that the order wasn’t going through and said he would refund me the full amount within 48 hours. After waiting until 8/**/15 without seeing a refund on my online gift card, I called again. They said to wait another 3 business days. I called again on 8/**. Apparently they had emailed the wrong people internally to process the refund and would send the request to the right department. They said to call back in a few days. Ok fine. I called back today, 8/**, and the customer service rep said that amazingly they had again sent the request to the wrong department and would need to initiate the refund again. Call back in 72 hours to request the refund again. No way. I am done calling them and gave them every chance to make this right. I have spent a lot of time dealing with them, again, and am going to pursue a resolution through the Revdex.com, which helped out quickly last time.Desired Settlement: I think barnesandnoble.com should at least refund me the $5 from this most recent order, though a larger amount for my time (over an hour spent on hold) would be more appropriate in my opinion. My only hesitancy in requesting more, for example,$20, is that I then have to use it up, which seems impossible to do with this poorly organized company!

Consumer

Response:

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

Review: On April 2015 I rented a book from Barnes & Nobles (B&N) and I failed to return the book in the stipulated time without noticing. After seeing a charge in my bank account for the full amount of the cost of the book, I immediately contacted B&N to inquiry about the charge. The company representative responded that I did not return the book on time so the company charged me for the full price.

On August 2015, while using the same book that I rented/bought from B&N, the course that I'm taking required an internet access that comes with the book when bought new. I contacted B&N to inquiry about the internet access. They responded that because I rented the book first, the rental agreement did not included the internet access.

I complained to the representative that although I do understand the rental agreement did not included the internet access, once I paid the full price, basically buying the new book (because the book is a 2015 edition) I should be granted the internet access.

After asking for a supervisor/manager, and waiting for approximately for 5 minutes, the company drop the call.Desired Settlement: Although at first instance, I was willing to accept the purchase due to mistakenly failing to return the book on time (was not intending to keep the book), after my first experience with the service department and the lack of willingness to understand the circumstances ( did not realize rental term was due) and this second interaction with the same customer service department/company, I realize this company has no interest in customer resolution. The rental practices are not in the best interest of the consumer nor the company tries to find other options. During my first dealings with customer service I asked for an extension of the rental agreement and they denied it.

Due to these two unfortunate events, I would like to receive the internet access code that comes with the new book or have a full refund and return the book.

Review: I purchased a book for my son in April from B&N.com. In THEIR error, they neglected to charge shipping for my order. Nearly TWO MONTHS later, while checking through my banking records, there is a charge from Barnes and Noble on my credit card. I called my husband to see if he ordered something, and he had not. I called the bank to see if they had any additional information regarding this charge and they did not. I spent over TWO HOURS trying to figure out what this charge was, and then spent an additional 15 minutes on hold trying to get in touch with someone at Barnes and Noble, only to be transferred to THREE different people. A billing error on their part DOES NOT give them any right to charge my credit card two months later. This is ridiculous business practice, andDesired Settlement: Billing adjustment – if products or services were incorrectly charged.

Consumer

Response:

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

Review: I rented a college textbook from B&N.com in September 2014. The book was a USED book, I returned it in the SAME condition I received it as, may have been a few extra crease marks or 'wear' because of using it for the semester. I sent the book back thru [redacted] on Jan * 2015, the book was not due until Jan **,2015. I received an email from B&N.com on Jan *, 2015 stating that my account was going to be charged because they had not received the book back. I called that day and they told me that they actually did have the book. Then on Jan **, 2015 they emailed me again stating that they had charged my account $218.03 because "The textbook you returned did not meet our criteria for a reusable rental textbook. A damaged book may contain excessive highlighting or writing, missing or torn pages, and/or damaged spines or covers. Our policy states that if a textbook is returned damaged, then you will be charged the buyout price for the book.". None of this is correct. The book was sent back in nearly the same condition it was when I received it. I have contacted B&N.com customer service and corporate about the issue and they could not tell me what was exactly wrong with the book. They said that they have no documentation other than that the warehouse deemed it damaged and supposedly 'destroyed' the book already.Desired Settlement: I want my money back. The company could not specifically tell me what was wrong with the book. If I have to pay for the book then I want to know what is exactly wrong with it. I am not a destructive person and they should know that a book is going to come back looking a little more used, especially by a college student after an entire semester of use.

Review: So, this is to anyone thinking about buying an e-reader: DO NOT BUY A NOOK from BARNES AND NOBLE!!! My husband bought me a nook for Christmas 3 years ago. I loaded gift cards onto it and a credit card. At some point I decided to subscribe to a couple of magazines in addition to purchasing books....trying to do the "right" thing environmentally....Long story short after a couple of months I decided I didn't like magazines on the nook and tried to get them removed which turned out to be impossible. About the same time my credit card was compromised and the company cancelled my current card and issued me a new one. I NEVER reloaded the number into the nook to keep from having the magazines start back up and continued to just buy gift cards, load them on the nook and make my purchases that way. For several years that's how I managed my account. 3 days ago I tried to purchase a book and got a message saying I couldn't because my credit card info wasn't valid (hadn't been for 2 years duuuuuuh) yet I had $40.21 on my gift card. I have been informed, by the barely English speaking customer service reps, that I can't buy ebooks without a valid credit card even if I have a gift card because the publishing companies have that policy--they want to know who is buying their books. Heeeelllllloooooo--it's being orderd off my account with Barnes and Noble so the publisher kow. Furthermore, if I choose to go into a store and buy a book with cash the publishers don't know who I am. I was told they only want to know who is buying ebooks. The only way I can get my $40.21 is to put a credit card on my account.Desired Settlement: I want to be able to continue using my nook and purchasing books, apps etc without having to provide a credit card.

Consumer

Response:

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

Sincerely,

Review: I placed an online order with Barnes & Noble, Inc for 4 books totaling $45.00 for the entire order. The amount of $45.00 is being held in my bank account for this purchase. Today, I check my bank account only to find another Barnes & Noble, Inc. charge of $18.18 that is also being held. I called Barnes & Noble's Customer Service to find out why they are charging my account $45.00 and $18.18 when the $18.18 is included in the $45.00 charge. Barnes & Noble's Customer Service Agent tells me that for each item ordered, once the item ships, my account will be charged for that particular amount although that charge is already included in the $45.00 charge which my Bank has set aside. So, Barnes & Noble has charged my account $45.00 for the full amount of the order which has been set aside by my Bank. Barnes & Noble has charged my account $18.18 which my bank has set aside also. Barnes & Noble will again charge my account for $9.55 for my Bank to set aside, $10.07 for another ordered item to be set aside by my Bank and $7.20 for another item to be set aside by my Bank. Barnes & Noble has my Bank setting aside $45.00 twice = $90.00 my Bank will set aside for a Barnes & Noble order totaling $45.00. They are having Banks set aside money in a customer's account which is twice the amount of the customer's order. Customer Service told me this is how ALL online companies bill their orders and I informed her that I have been ordering online for years and have NEVER encountered a company charging customer accounts this way. This information is from their website: Most debit cards reserve funds from a customer's bank account at the time of the original transaction. That amount, therefore, is unavailable to you. When the order ships, the bank pays that debited amount to BN.com. (The Bank is holding the amount of the initial transaction and withdrawing an additional amount for each item shipped).Desired Settlement: Barnes & Noble must stop this practice immediately and accept payment from the initial transaction!!!

Consumer

Response:

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

Sincerely,

Review: on ** May 2014, I placed an order for a New For 2014, Powerscore LSAT study guide via bn.com (Barnes and Noble). The sale (order number [redacted]) was through a "marketplace" seller meaning that it would be shipped from a third party "trusted" seller, the seller is listed as PaperbackshopUS. Upon receiving a confirmation email the same day at 1:42 PM, I learned that the seller was not a US seller, intact, the seller is located in [redacted]. Unlike [redacted] marketplace does not give you the opportunity to research a seller and its feedback via their site, it only stated "trusted seller" next to the item. When I typed the name of the shop into my internet search bar, I saw dozens of complaints about this particular seller. Some of the complaints stated that after 6 weeks, their item still had not arrived with no contact from the seller, others stated that he was selling fraudulent items and was impossible to contact.

On the evening of ** May 2014, I contacted customer service at Barnes and Noble.com via ###-###-#### to inform them that I wanted a refund because the advertisement was misleading. PaperbackshopUS, I assumed, was being shipped from the United States. In addition, the seller stated it was being shipped "Standard Domestic", which is not only misleading, it is completely inaccurate. I was told by a customer service representative and subsequently, a supervisor, that there was nothing they could do. The representatives went on to tell me that because it was a "marketplace" item, that they are "pretty much just a middle man".

I placed my order through bn.com, was informed that the seller was a "trusted" one and my debit card was charged by Barnes and Noble.Desired Settlement: I would like a full refund of my purchase price of $47.88. I would also like their marketplace sellers to have feedback available for consumers, like myself, to have the chance to research a seller prior to a purchase. If a seller is located internationally, it should be advertised. I don't understand why a large retailer would have any business dealings with a seller who has such horrible feedback. The Revdex.com rating for this particular seller is an "F".

Review: I was requesting a book online that wasn't shipped to my house on the **of april and she told me that the refund couldn't happen till the **of april, but when she contacted the customer service line they said the book wouldn't be to my address till the [redacted] of april. she then back tracked her statement and told me the refund couldn't happen till the [redacted] of april at all. I asked for a higher [redacted] she told me there was no one available and no number could be given out. I went to the front register to ask for a higher [redacted] or their numbers and the cashier turned her back to me, said in spanish that I was requesting a [redacted] when there was another [redacted] in the back office. [redacted] was the so called [redacted] on shift and called me a liar when I showed her the statement from UPS that didn't have the package on file. the girl at the register was rude for turning her back to a customer and speaking in spanish when everyone speaks english at that store. I called their customer service line regarding my order about cancelling the order and when they put me on hold to look further into the problem I get transferred to the media representative line and I called back explained the situation all over again they transfer me to a number that closes at 7pm eastern time when I live in the west coast. the book shipping was $16 I told [redacted] I was willing to give her the other $5 to have the book that was in the store already.

Product_Or_Service: the king: a black dagger brotherhood novel

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I like to get $16.44 refunded to my account or give me the book at the store for the $16.44 to make whole.

Consumer

Response:

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

Sincerely,

Review: I had cancelled a textbook rental and was incorrectly charged for the order. I never received the order and a refund was never issued. I finally disputed the charge through my credit card after multiple failed attempts trying to resolve this through Barnes and Noble.

After this, I was charged multiple fees for not returning the rental, which I never received. The first person I spoke with told me that they would be issuing a refund. I checked back a couple week later (today, 2/*/16) to see when the refund should reach my account, when the representative, Rayzzy, told me that the refund was never processed. The rep refused to help me and stopped responding to me twice while I was trying to process the refund.

I still have not been able to get a clear response that the refund will be issued and that no other charges will come up due to never receiving this order.Desired Settlement: Refund for previous charges, refund for interest charged, and assurance that no additional charges will be applied to my credit card.

Review: failure to ship, potential online account security

On the date of Jun [redacted] 2015, I ordered a book totalling 25.43 from bn.com online account however after more than a week passed the product failed to arrive. Checked the order status and more than a week later, the status was still in a processing state. On the same date, I made an inquiry as to why it has not even shipped I failed to receive any response. On the date of July [redacted] 2015, I attempted to login to bn online account was unable to login but instead got error page. I am concerned about whether bn.com web account has a bug and thus a security hole.Desired Settlement: refund of order + 100$ for delayed product shipment, lost time, difficulty in dealing with the delayed shipment,

Review: My daughter lost her charger cord for her Nook HD. She got it for Christmas (December 2012). I went to our local Barnes & Noble store to buy one. They said they didn't have any in stock at the time but they failed to tell me that they hadn't had any in stock for over a year. The store clerk told me to go online to order it. I went online to the Barnes & Noble website and it says that these cords are only available in stores! I called Customer Service. I was transferred four different times and gave the same information to each person I spoke with. I was definitely getting the run around with no results. Instead of being honest and telling me that there are no charging cables to be bought, the last person I spoke with told me that I would have to call back and hung up on me. I called the local store and told them that I was just hung up and that's when the man at the store told me that they haven't had those cords for over a year. He doesn't know if they will ever get any. He was embarrassed that the store could not help their customers. I wasn't the only one having a problem getting the charging cable. He also said that he did not know if they will ever get these cords in the store again. I'm a very patient person and I don't mind waiting to get a replacement cord, but if Barnes & Noble is not manufacturing these charging cables anymore, they should at least tell their customers the truth! There are numerous complaints on the Barnes & Noble website concerning this charging cable. No one can get a replacement and there has been no help from Barnes & Noble to remedy this situation. I've NEVER written to the Revdex.com but this kind of customer service is unacceptable. I hope whoever gets this email is able to help.Desired Settlement: I would like a replacement charger cord for a 2012 Nook HD and I am willing to pay a reasonable price to replace it.

Consumer

Response:

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

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

Sincerely,[redacted]

Review: I have been getting charged for a US Weekly subscription and Dr Oz subscription since September that I didn't authorize, I spoke to [redacted] in customer service who said that even though I never approved or accessed these subscriptions she cannot process a refund for them, she can only cancel any further charges.Desired Settlement: I would like the two charges $5.99 and $1.99 credited back to my credit card for the past 3 months it has been charged

Review: I purchased a nook book online on September [redacted] 2014. I was charged 7.99 for this purchase at that time. that is correct and appropriate. I was charged a second time on October [redacted] 2014 for the same book. I called customer service on October [redacted]. this phone call took 50 minutes, I got transferred 5 times, and the problem was still not resolved. I contacted customer service again via the phone a week later on October [redacted] and was told that I needed to fax them proof that they had charged me twice as it was not in their records. I had to seek out a fax machine which cost me time and some gas in my car ( approximately 1/4 of a tank at a price of $10). I contacted customer service a third time via [redacted] ( under the suggestion of a co-worker who had had problems before with CS ). after a conversation that lasted approximately 2 hours (in the middle of my work day) I was told I had to wait further. I was told I would receive my refund by October [redacted]. I told them that this was poor business practice and I would be contacting the Revdex.comDesired Settlement: I would like my original $7.99, plus the $ 10 dollars for gas and an interest of $4.17 (2.9% rate per day without refund, if big business can do it, why can't I? )

Review: I ordered from BN.com and was later met with a cancellation e-mail for the items I ordered. Having been canceled, I took my business elsewhere and dismissed doing business with BN.com for the foreseeable future. Apparently, BN.com decides to ship the items THEY canceled without my authorization. I check my spam mail and see a shipping notification from BN.com. Having been canceled I wasn't expecting a package, nor did I call BN to re-order. I check the tracking and it shows that items were left on the porch. I go outside and there are no packages outside, nor did my neighbors sign for anything. I call BN.com to voice my complaint and get a refund. I explain my issue, CLEARLY, 10 times. That is not a typo. 10 TIMES. I was transferred 10 times to various CSR's who couldn't understand what I was addressing and ultimately had me playing phone tag for 3 hours trying to get a simple refund. No one could give me any answers. BN.com FALSELY charged my card by shipping an order I did not place. Once BN.com canceled the order they should have released my funds and been done with me as a customer. They rather cause me all this inconvenience and leave me with no answers to my questions.Desired Settlement: I want a refund, credited back to the card I originally used for the purchase. Since I was canceled by BN.com, I went and purchased the items at a competing retailer and have no need or use for a replacement.

Consumer

Response:

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

Sincerely,

Business

Response:

Dear Revdex.com,

We reviewed the complaint submitted by [redacted].

Due to an intermittent issue which has since been resolved, a small number of

our customers received emailed notifications that their NOOK orders were cancelled. However,

Barnes & Noble did take the steps necessary to ensure that these orders were fulfilled as requested. We also sent a follow-up email to those customers affected to advise that their orders would be reinstated and processed.

We can Confirm that [redacted]'s order was processed and shipped on December *, 2013 via UPS

tracking [redacted]. The online tracking information shows that the item was delivered on Monday, December *, 2013.

Additionally, our records indicate that [redacted] has since contacted our customer service Department to advise that his neighbor did in fact receive his package. [redacted] states he would like to keep the devices intended for gifts. As a refund was previously issued for the order, [redacted] was advised that we will need to receive payment again for the order before the devices can be registered.

If [redacted] requires any further assistance, he may contact me directly at [redacted] or our Sales Audit Department at [redacted] M -F 9am - 5:30pm EST. Please do not hesitate

to contact us should you have any further questions or concerns.

Review: On Monday, December [redacted] 2013, my wife and I purchased a product from the Barnes & Noble online store. The product was a LEGO Minecraft toy that we were purchasing for our son. We purchased the item from their online store without incident and the transaction was completed successfully. The money was deducted from our checking account as expected. However, several days later we were notified via email that the order was canceled and the money refunded. Upon checking our bank account we noticed the money was indeed refunded. We contacted Barnes & Noble ([redacted]) and spoke with several representatives, as well as a supervisor who informed us that the product was being sold on behalf on third party and that they were no longer available. When asked why the website listed the item as in stock when we purchased it, we were given a response of "Our systems are undergoing maintenance". At the time of this complaint, the item, which they have said is out of stock and unavailable, is listed on their website for double the cost from what it was on Monday. It seems there is manipulation happening within the online ordering system, and it is unacceptable. I will no longer purchase anything from any Barnes & Noble chain, or affiliate, and I will encourage my family and friends to do so as well. Thank youDesired Settlement: I would like Barnes & Noble to show integrity, and deliver the product for the amount for which it was sold on Monday, December [redacted] 2013. That amount is $34.99 (plus tax and shipping). Thank you

Consumer

Response:

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

Sincerely,

Business

Response:

Dear Revdex.com,

We reviewed the complaint submitted by [redacted]

regarding his Barnes & Noble.com order.

Due to overwhelming customer demand for the LEGO Minecraft 21102, our inventory was depleted prior [redacted] order being processed so we are unable to fulfill this item as requested. Unfortunately we were given a limited supply by the manufacturer. We truly regret that we are unable to ship the item as originally anticipated. [redacted] may see an authorization on his credit or debit card for the order, but he can be assured he was not charged. The authorization has been released in accordance with his bank's policies.

We can understand the customer's disappointment and we are truly sorry for any inconvenience this matter has caused. Please do not hesitate to contact me should you have any further questions or concerns.

Review: Barnes and Noble has a uses "Authorized Market Place" sellers for which they take no responsibility. The "Authorized Seller" represented that for $6.99 my book would be delivered w/i 2-6 business days. The actual time, 11 days. When I called to complain, B & N would take no responsibility for said "Authorized Seller" and the "customer service representative" first told me that the policy is 1-2 days to process and the 2-6 days to ship. When I advised her that the delivery was still beyond the 2-6 days promised she changed the 1-2 days to 3-5 days. And then told me they use "business days". This information was not readily available on the ordering portion of this site. Also, this book was an in-stock item. The customer service representative would not even address my concerns and began over-talking me just like ever scam artist.Desired Settlement: I would like a full refund of my entire purchase. Furthermore I would like B & N to be held accountable for the supposed "authorized sellers". Amazon takes this same type of marketplace selling very seriously and do hold their sellers responsible.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We regret to hear of Mrs. [redacted]'s continued dissatisfaction. We do provide detailed information on our website regarding our shipping and delivery timeframes for customers to review prior to placing on order with us. This information is not simply given after we receive an order request.

This information is clearly posted in several sections of our Barnes & Noble website, including on the Helpdesk

under Delivery Times, Shipping Rates, and Tax Information. To view this

information online please visit:

All of our customer service representatives are expected to provide courteous, helpful service at all times. Please accept our sincere

apologies for any service Mrs. [redacted] received that did not meet these standards. This is a very sharp departure from the level of service we are accustomed to providing. Please be assured that we will review the call recordings and ensure that coaching is provided where appropriate.

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

Consumer

Response:

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

Sincerely,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted]

We strive to maintain clear and accurate information on our website regarding our shipping and delivery timeframes and truly regret for any information that was unclear to Ms. [redacted] at the time she placed her order.

As stated on our website, Sellers must ship any item that has been ordered from them within 2 business days of being notified of the order. Customers can determine when to expect delivery of a Marketplace order by adding

2 business days to the time frame associated with the shippi ng option chosen for that order and cinmting forward

from the date of the order. Mrs. [redacted] placed her order on Friday, November **, 2013. According to our records, the Authorized.Seller accepted and shipped Mrs. [redacted]s order on Tuesday, November **, 2013. As Mrs. [redacted] requested the Express Domestic method which takes 3-6 business days, we anticipate the delivery of the order no later than

November **, 2013. We regret we are unable to issue a refund for your order at this time. If Mrs. [redacted] does not receive

the order by the expected arrival date, we will process the refund at that time.

Below are the shipping options and timeframes available for Marketplace purchases as posted on Barnes & Noble website's Helpdesk, under About Marketplace Shipping (Note that not every sel ler offers all four options. Please check the shipping information provided with each listi ng for details.

Customers are prov ided with the chart below to estimate the total delivery time and shippi ng &

handling cost of their order:

We also advise that this Estimated Shipping Time is from the date of shipment. Marketplace orders ship within 2 business days from the date that the order was placed. This information is also provided on the hel pdesk under Delivery Times, Shipping Rates,

and Tax Information. To view this information online please visit: [redacted]

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

Respectfully,

Sr. Consumer Affairs Advocate Barnes & Noble [redacted]

www.bn.com

Review: This complaint is about being charged twice for two separate orders on my nook. I contacted Barnes and Noble twice through email.(1st -1/*/15, 2nd 1/**/15) Email response told me to check/do the following three things. 1.We also confirmed that your Barnes and Noble account is linked to your [redacted] account. You may want to verify with them if they will be able to check what the double charges were.. I have done this and [redacted] has confirmed the charges are from Barnes and Noble. (They have also sent an email to Barnes and Noble through support and have received no response.)2.If you see a duplicate amount, please take note that you may be looking at the authorization (which will drop off the account once the bank reconciles the transactions) and the final billing for the purchase. This is not the case since the charges were Dec * and Dec ** and they have cleared and the duplicate amount is still there. 3.If you see different information on your billing statements feel free to send us the copy of your bank statements and we will investigate and forward it to our Barnes and Noble operations for review. I have faxed this information twice, 1st time on 1/*/15 2nd time on 1/**/15. After no response from Barnes and Noble, I then called Customer Support on 2/*/15. I was told this was a known issue with [redacted] and that my information needed to be sent to the command center and my refund will be processed within 1 to 5 business days. It is now 2/**/15 and I have not received my refund. I called customer support again today and was told that only level 2 Support can handle this (I am assuming this is the command center that my information was previously sent too on 2/*). However, that department has not been open since last week and the customer service rep did not know when this department would reopen. This is the worst customer service I have ever received. I have trying to be patient, I understand that sometimes things take a few days to process but this has been going on now for over a month.Desired Settlement: DesiredSettlementID: Refund

I want the refund amount of the books I was charged twice for. Both amounts were 6.99

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.

My refund has been processed.

Sincerely,