Barnesandnoble.com

Review: I ordered two DVDs. I am a Barnes and Noble member for the little that seems to be worth at this point. As such I am supposed to receive "Express Delivery" which on Barnes and Noble's website states quite clearly 1-3 day delivery. I was appalled to find these discs had been shipped through a UPS/USPS joint operation called UPS Mail Innovations. UPS' website states that packages thus shipped are handed to the USPS with two days with a delivery time of three to five days on average. That is well beyond the 1-3 day delivery promised by Barnes and Noble. One was shipped on Sunday: I would agree to say Monday June **, the other on the ** with delivery dates of June of June ** and ** respectively. Again That is well beyond the 1-3 day delivery promised by Barnes and Noble. At no point did I request or authorize a downgrade of service of this type.

On June ** after two hours of trying to communicate with people from the Philippines whose comprehension of English made it almost impossible to get my concerns dealt with, I finally got someone who said they would send a replacement that would hopefully get here in time (My parcels are still sitting in [redacted] as they have for two days). She did indeed send one but again through UPS Mail Innovations.

I spoke to someone in New Jersey on June ** in an attempt to rectify this. He also promised to send them by UPS Air Freight, but I have not received any confirmation of this. As far as I know, they too will be shipped UPS Mail Innovations. Another excuse which I have heard before from other businesses is that the warehouse chooses the shipping method with no management oversight .

This is extremely BAD customer service. There is no reason why B&N should not be well aware that UPS Mail Innovations does not perform the 1-3 day delivery they contract to provide through the membership. UPS states this themselves in their website. ([redacted])

Obviously B&N did not do their due diligence on behalf of their customers. B&N did offer a 20% coupon as a sop for this sloppiness but twice nothing is still nothing. It does not address the issue of 6 business days not being 1-3.

The order numbers are [redacted] and [redacted]Desired Settlement: My prime concern is that I receive the service I paid for which is 1-3 day delivery. If B&N has decided to cease that benefit, I would like written notification that the 1-3 day service has been cancelled and why so I may look at other alternatives including [redacted] and [redacted] and cease any further dealings with B&N.com immediately. If that is not the case, my desired solution is a note on my account that UPS Mail Innovations is not to be used.

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: In 2010, I opened a Barnes & Noble membership but only used it twice. I then cancelled as I realized I did not use it often enough to warrant the yearly fee. Upon receiving an automatic reduction of $27.26 on my credit card statement from this business on August [redacted], I called to inquire about the nature of the charge on Sept. [redacted]. The representative stated that I had an open account since 2010 and have been charged this amount each year since then. I have all of my bills on auto-pay and only check it periodically so I did not notice the charges before. I asked to speak with a [redacted] and was transferred to a person who would only state that her name was [redacted] I explained the situation and even though she could see that I had not used the membership, she refused to reimburse me for the years that I had been charged. Furthermore, she was crass and rude in her statements. The irony is that I have shopped at this store several times over the past few years and had I known they were still charging for the membership, would have used it to my benefit for the purchases. I feel that this company demonstrates poor customer service.Desired Settlement: As stated above, I would like to be refunded the fees that were incurred between 2011 and 2014. I only want the money I paid out for services I did not receive.

Review: I ordered 3 gift cards each $25 for a total of $75 to qualify for the free $10 gift card promotion. I received 2 of 3 gift cards last week. The third one was missing. I emailed support and waited 2 days for [redacted] to get back to me just to ask me some questions. I wrote back to her immediately and waited 2 days now and she still has not replied to me. I decided to use the CHAT support and spoke to [redacted]. I told him my problem, he looked up my account then he stopped chatting with me. I waited until the chat session timed out due to his inactivity. I resorted to calling the 800 support line and asked to cancel the order and have my credit card credited. Due to my distrust in what I have experienced, I asked them to email me a confirmation with the refund amount. He said I would have to wait up to 72 hours. I think this is ridiculous.Desired Settlement: I want the full amount to be refunded to my credit card. $75.95. I want you to examine your procedures. Why do you send giftcard orders in seperate shipments when it is the same order going to the same address? If you didn't send my order in separate shipments this wouldn't have happened.

Consumer

Response:

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

Sincerely,

Review: In January 2013, I requested a free trial of the digital version of Reader’s Digest. I never received any information about this free issue, so consequently I forgot about it. A few days ago, I discovered a charge on my credit card for $1.62 from Barnes and Noble. Upon researching this, I discovered an order that went back to the free trial of Reader’s Digest that I had never received. And further, I had been charged this every month since January. There was no information on the order online as to how to cancel this subscription, nor any information about how this was supposed to have been delivered to me. I called customer service to be sure I was not charged any further and also to request a refund for the issues that I was billed for but never received. The customer service representative was very rude and in a snarky way said, “Did you really expect to receive physical issues of the magazine?” No, I did not expect to receive any physical issues of the magazine. However, I did expect to receive something via email letting me know how to receive the magazine. When I didn’t get an email about the free issue, I forgot all about it. I called back and spoke with a supervisor, [redacted]. She was very nice and looked up the order information. She confirmed that their system showed that I had not been sent any emails for this order and had not received the issues I had been billed for. She also assured me that I would receive a full refund. However, she said that a different department would need to issue the refund. She placed me on hold to talk with the other department. When she came back on the line, she said that she had explained the situation to the representative in their digital department and they would issue the refund for me. The representative in their digital department was in a foreign call center and all she could do was read back a script and refused to refund my money – despite the fact that [redacted] had just spoken with her about it before she transferred the call. I then asked to speak with her supervisor. Her supervisor, from the same foreign call center, refused to refund more than one month’s cost. This is completely unethical on the part of Barnes and Noble.Desired Settlement: I am requesting a refund for the fees I have been charged for the magazine that I never received.

Consumer

Response:

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

Sincerely,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate a subscription of the Readers Digest magazine was ordered on November **, 2012 via the Barnes & Noble online account to which the device is registered. We have attached a copy of the email which was sent on November **, 2012 to confirm the subscription order.

Out magazine producf pages;that : All firt-time. subsqibers receive 14 day trial. If you cancel your subscription before the end of the 14 days,you will not be charge, if you do not cancel the subscription deliveries will continue and your default credit card while charged automatically at the monthly subscription rate then in effect. Your subscription will automatically renew each month unless yoµchoose to cancel.You are only eligible for one free trial for each eNewspaper and eMagazine."

There are several steps that must be completed to order or to access any subscription publication on the NOOK device. From the item's product

page, the customer has to click on the link Subscribe Now' in order to begin the subscription process. After

clicking the "Subscribe Now" link, a pop-up appears that requires the customer to confirm the order. The details on this pop-op states:

You're about to begin your 14 day FREE TRIAL subscription to:

Reader's Digest $1.49 per month, plus applicable taxes

You may cancel anytime during your free trial by clicking on "Manage Subscriptions" in your Account and you will not be charged.

You're eligible for one free trial per title. After the trial, your default credit card will be charged

at the then current monthly subscription rate. Gift cards and certificates do not apply to subscriptions.

Ms. [redacted]. then had to select and click on Cancel or Start My Free Trial. In order to continue further!'Additionally; we do note on the.product page that "All firs time subscribers receiv" a FREE 14-day trial..If you cancel your subscription before the end.of the 14 days; you .will not be charged. If you do not cancel the subscription, deliveries will continue and your default credit card will be charged automatically at the monthly

subscription rate then in effect. Your subscription will automatically renew each month unless you choose to cancel. You are only eligible for one free trial for each eNewspaper and eMagazine."

As we did not receive any requests to cancel the subscription order, charges were processed for the months of January through October

for the downloads. We do provide instructions for cancelling these items as posted on our website's HelpDesk:

In your NOOK Library on SN.com, find the subscription. Beside the title of the subscription is a link to "Manage Subscription." When you click on that link, it will take you to the Manage Digital Subscriptions page. Beside the title, click on "Cancel Subscription.

Any issues in your NOOK Library before you canceled the subscription will remain in your NOOK Library, and you can redownload those issues to your nook and your Barnes and Noble NOOK app.

You will receive a prorated refund to your default credit card based on the number of remaining issues in that billing period.

Upon Ms. [redacted]'s contact on October **, 2013, the subscription was cancelled by our customer service department and the refund was issued for the current billing period. As there were no previous cancellation requests, we are unable to issue a refund for the prior month's

charges.

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

Review: I pre ordered a book on April [redacted] 2013 in English Order # [redacted] Break Out by Joel Osteen I got a confirmation email The book Came out 10-*-2013 When I looked at my account on my I phone it showed it in english When I looked at the book on my account on my table it was in spanish I clicked on the title on my tablet to read the book (10-**-2013) It was in spanish When I checked my account on my I phone now that book was in spanish I have an email confirmation of the book in English I called barnes and noble and clearly got in over seas customer service center. I talked to a ([redacted]) he told me there was no English version and he would refund me my money I thought that was odd? I found my original email and searched barnes and noble on my tablet application The book is in English now it is $10.99 and it allowed me to down load an excerpt in english. I called back and got another person not from the states. His name he said was [redacted]. He said there is no way to give me the version in English. It is only $9.99 on his site. I have taken a picture that shows it is now $10.99 I just wanted the English version. I was lied to twice by your customer service representatives. Lying is now ok. Now being able to transfer the call to an American or superior is not ok. I have down loaded a lot of books. This is unacceptable. Do the right thing and give me the English version. You don't have to lies to me. disgusting I will send pictures of the email my account and the new priceDesired Settlement: I want the English version on my account. I shouldn't have to pay more for your mistakes and lies.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We can confirm that [redacted] has been issued a refund for his purchase. The refund was issued to the original method of payment in the amount of$9.99.

Barnes & Noble strives to provide clear and accurate information on our website regarding our products and services and regret any incorrect information provided at the time of his order. [redacted]'s order does reflect the English version of the NOOK Book title at the time of the pre­ order. ·

The product descriptions posted on our Barnes & Noble website contains descriptions that are provided directly by the publisher. We believe the ISBN numbers provided by publisher back in April were reversed. Once the title was released and the download file was provided to us the correct information was then reflected.

We truly apologize for any inconvenience this has caused [redacted]. As a token of our regret, we have sent [redacted] a $10 Barnes & Noble eGift Card which he can apply to the purchase of the correct ISBN [redacted] should he still wish to receive the item.

If [redacted] requires any further assistance, he may contact me directly at ###-###-#### M

- F 9am - 5:30pm EST. Please do not hesitate to contact us should you have any further questions or concerns.

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:

11/**/13: I filled a complaint #[redacted] with the Revdex.com Barnes and noble was supposed to send me a EGift Card for $10. I have never received the e Gift card. There is a letter attached from the complaint form barnes and noble

I am attaching the letter as an attachment that barnes and noble nook sent to the Revdex.com which has not been resolved. They have never sent me the e gift card.

Desired Settlement: Refund-Gift Card/Store Credit

Sincerely,

Business

Response:

Dear [redacted],

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

We can confirm that the $10 Barnes & Noble eGift Card was sent to [redacted]'s email account of [redacted] on October [redacted] 2013.

We have reached out to [redacted] and provided him with the electronic gift card information. [redacted] has been given our direct contact information should he require any further assistance.

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

Review: The product description for the textbook I rented through Barnes and Noble read as follows: [redacted]: Branche sur le monde francophone and MyFrenchLab with Pearson eText Access Card (24-month access) Package. This led me to believe that the access card required with the textbook would be included as it is being advertised as a package. When I received the package, there was no access card. I immediately called the customer service department 8/**/13 at 4:30 EST to ask why the access card was not included. The representative stated that there policy for rentals states that the access card may or may not be included in the rental. I understand this, however, the description clearly states that it is included because it is being sold and rented as a package deal. They refused to send me an access card and stated there was nothing they could do to help me. I feel this is wrong on so many levels because it truly is false advertising. If their policy does not agree with their item descriptions, then they are setting a lot of people up for disappointing results. Had I known this would happen, I would've changed the way I ordered or gone to a different company to purchase my rental. I now am missing homework assignments for my French class because I cannot access the website designed for use with the textbook.Desired Settlement: As I will be returning the textbook immediately and ordering through another company, I would like for Barnes and Noble to refund me the money, including tax and shipping, that I was charged. I would also like the company to either change their policy on rentals with access cards or to change their item descriptions, as what is currently listed is not what will be delivered. I would also like an apology for the inconvenience that this has caused me since I am now going to be behind on school work and waiting another week or so for a new textbook and access code from another business.

Consumer

Response:

Yes,

I would like a refund for the services/products I ordered were not what I received. When I called about the purchase, I was told that the business could not help me because of their rental policy, even though the item description contradicted what the policy states. This is false advertising. While requiring the policy to be changed might not be something you can do, I feel that company owes me an apology and a refunding of my money or the actual product I ordered.

Thank you,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We understand that [redacted] anticipated receiving an access code with her rental order; however, textbook rentals allow us to reuse and recycle books. As stated on our Barnes & Noble website under our Textbook Rentals Terms and Conditions, "...we do not guarantee that access codes/keys/cards, CDs, DVDs, workbooks, charts or any other type of supplemental material will come with books purchased or rented ..." To view the terms and conditions, please visit [redacted]

Our website Terms of Use states that the items offered for sale on the Barnes & Noble.com contain. descriptions that are provided directly by the publisher, manufacturer, developer or distributor of such item. Barnes & Noble.com does not represent or warrant that the descriptions of such items are accurate or complete. If a user purchases an item from Barnes & Noble.com that is not as described on the Barnes & Noble.com site, the user's sole and exclusive remedy is to return such item in an unused condition for a refund of the purchase price.

To date we have not received a return. As we did not receive the return within the early return period, we are unable to process the refund as [redacted] is requesting. If [redacted] requires any further assistance, she may contact me at ###-###-#### M - F 9am - 5:30pm EST.

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

Review: I pre-ordered the two copies of the book working for bigfoot by jim butcher on different dates. I didnt receive either book. when I called I was told they had 600 over due orders and 0 in stock. they said they would send the books when they got them in stock, but had no idea how long that would be. one of the books was a present and now is extremely late.Desired Settlement: I would like to receive both of the books I ordered and would like to get a refund on the one that was supposed to be a present.

I love to read so it's common for people to give me gift cards for Xmas. I bought five books from one of BN's sellers. I was charged $22.76 in shipping one box from Grand Rapids MI to Wisconsin. I called the seller and was told not their problem call BN. Called BN and was told not their problem. It was one BN web site I would have never bought from this seller had I not gone through BN if you are going to list these sellers stand by you name. I will never buy from them again. I will say the customer service manger was very nice in telling to basically kiss the money I was over charged good buy that I could file a complaint but because I trusted the first BN person I called right when I placed the order that it would be taken care of there was pretty much nothing that could be done.

Review: On 11/**/2012 I purchased a Barnes and Noble Memebership. I cancelled this mebership at the end of the first year in 2013. Togehter with the end of my membership I specifically withdraw any permission to store any kind of data or withdraw money from my creditcard.

Now I got an EMAIL from Barnes and Noble about an unsuccessful charge of my credit card for an automatic renewal of trhe membership.

I called the given service number to correct that mistake. B&N refused to discuss this subject without having me handout personal data. B&N refers hereby, not very specific, to their security policy.

EMAIL was sent to [redacted].

That means: B&N was able to identify the customer account. They know and tested that the stored data are not correct anymore. B&N 's security policy seems to force them to use proofed corrupt data to unauthorized pull out money from credit cards.

To delete an account and all attached data does not require additional information when the case can be indentified.

I do not see any legal base to attempt to pull out money out of my account.

From the background of identity theft this behaviour is not accaptable and borderline.Desired Settlement: I expect a written confirmation, that my account has been deleted / canceled.

I expect a written confirmation that I do not have a membership at B&N

I expect a written confirmation that there will no further attempt to pull out money out of any of my creditcards or debit cards.

I expect no money activities on my accounts, credit cards or debit cards cards from B&N.

Review: Order [redacted] was placed on December **, 2013. The tracking number showed that the package was circulating throughout the east coast for approximately two months and was delivered. However it was not delivered to the correct location. An attempt to contact Barnes and Noble was made on ** March 2014 with no response.Desired Settlement: I demand a refund which is to include shipping and tax.

Review: Barnes and Noble Membership is a fraud. It promises same day delivery for books within the NYC area, yet books don't arrive the same day or the next day. Contacted customer service to request a refund of the membership due to non-compliance, this was denied.Desired Settlement: Refund of Barnes and Noble Membership

Review: I live in Delaware, which is a tax free state for sales taxes. When I made a purchase online on Sept. **, 2015, I was charged a sales tax. I contacted customer service at Barnesandnoble.com and they informed me that I had to submit a Tax Exemption Certificate to their tax department and they would refund me the tax charged. I explained that I am in a sales tax free state and I didn't understand why I have to send them a Tax Exemption certificate. And, I do not even know where to get such a form. I did email the tax department of Barnes and Noble and they did except my email that I lived in Delaware. It took 10 days after the purchase was made to see a refund in my account. On November *, 2015, I again attempted to make an online purchase and saw the sales tax in the shopping cart prior to completing the purchase. I again called customer service and they told me to make the purchase and go through the same process as last time to receive my refund. I told them this was ridiculous and no other online companies make the customer do this. In fact, on the Barnes and Noble website under Help and Tax Information, it states, "The following states have no sales tax: AK, DE, MT, NH, OR. Tax exempt entities do not have to provide any documentation for orders shipping to states that have no sales tax." I did not make this purchase, but purchased it instead through Amazon.com. I want to know why this is their practice and what can be done about it. Thank you!!Desired Settlement: I want to know why this is their practice and what can be done about it. Thank you!!

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.Hello,I submitted a complaint on November *, 2015 regarding Barnes and Noble online charging a sales tax to residents of Delaware, which is a sales tax free state. My complaint number was [redacted]. The Department of Finance with the State of Delaware was also working with Barnes and Noble to resolve this issue. I received notification from the Department of Finance that they were able to get Barnes and Noble to correct this sales tax issue. So, I would like to withdraw my complaint since it has been resolved. If you have any questions, please feel free to contact me.

Sincerely,

Review: I have been a Barnes and Nobles customer since they built my local store in [redacted] nearly two decades ago. I have been a B&N member since my high school years, and have spent more money in their stores for printed and digital materials than I can estimate. I have never had such bad customer service. This treatment, and frankly problematic business practices, have been increasing in frequency both through the website help system and at the physical stores since Borders (a separate book retailer) has claimed bankruptcy.

I rented two textbooks from Barnesandnoble.com, order # [redacted] at the beginning of June. Sometime between June **-July [redacted] I printed two [redacted] return labels and packaged both books separately (as this is how they arrived, returning in the received boxes is the easiest). Both were dropped a [redacted] dropbox between August [redacted]. One titled The Philosopher's Way has been received. The second titled The Big Questions has not. I've attempted to contact customer service several times about these returns, first on July [redacted] regarding there not being a printable return slip to include with the textbooks- which I was never answered about. Second, I've contacted them several times via phone and email between August [redacted]. I've been trying to locate the tracking number to file a claim with [redacted]. Barnes and Nobles has no way of knowing what that information is and are telling me I am responsible for the remaining cost of the book. They also don't reflect in their customer service system that one book was received on August [redacted]. Both should have arrived, and without a return packing slip I'm suspicious they do have both books but no way to match the books to my account once the packages are opened. I have since filed a claim with [redacted], but without a tracking number (which B&N used to be able to provide me) they will not help either.Desired Settlement: I am refusing to pay the additional cost for a book which was received by B&N and I do not want to pay for the additional cost of a textbook I no longer have in my possession and have sent back to B&N. I sent both back, they did have a way of tracking the information through their own system, but since that system was changed they are refusing to help and "have given me all the information they have". I have completed my portion of the rental agreement and mailed the textbooks back in good condition. Their receiving system is liable.

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.)

Please note the company did not contact me. After several additional phone calls to customer service and speaking with several supervisors, I finally reached one who sent an investigation to the receiving warehouse where the book was found- which is what I believed had happened all along. Sincerely,[redacted]

Review: My problem involves order number [redacted]- the order was due back May **, 2015 (130 Day Rental). On May **, 2015, I talked to Katie- who assured me I would not be charged with a late fee because the shipment (book) was already in transit (tracking# [redacted]), however, on May **, 2015 my card was charged in the amount of $4.91. I called 1-800-the-book and spoke with Kevin- who told me he would reverse the late fee charge and process the refund and I would see the transaction in 7 days. Today is June **, 2015, I still have not received my refund. I've sent back the book within the time frame and I believe I should have never been charged a late fee. The book was in transit at the time and was received (delivered) the next day of the late fee charge. I no longer have the book at all and I have called repeatedly and sent an e-mail concerning the status of my refund and I still have not heard a response concerning the matter.Desired Settlement: I want my refund in the amount $4.91 returned on my card.

Consumer

Response:

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

Review: Under a promotion on 12/**/2014 I ordered 3 "free" magazines and 1 paid subscription. On the "free" ones I understood I would be charged for future issues if I did not cancel. It was difficult to find an on-line method to cancel. I finally found an email address for issues on magazine subscriptions. I sent an email on 12/** and 12/** requesting cancellation. There was a point that under "Manage Subscriptions" I was able to cancel one, but this option did not appear for others. I contacted my bank to dispute charges. The charges were removed, but the next month I had another charge. I called B&N customer service and they said I still had ONE active subscription. I confirmed I had cancelled and the representative said he could cancel, but not refund charge. I did not receive a transcript of chat. I disputed that charge with my bank as well. This month I received ANOTHER CHARGE. I have done everything in my power to cancel these subscriptions. My credit card should not be charged. I have now removed it from my B&N account, but still need reimbursed for most recent charge. They need to make cancelling magazines easier when they advertise you can cancel if you don't want to continue.Desired Settlement: I want my credit card adjusted to remove the most recent billing and I WANT NO FUTURE CHARGES FOR MAGAZINES ON MY CREDIT CARD!

Review: I placed an online order. I received an email March [redacted] stating that my order, number [redacted], Is On Its Way. A tracking number was provided. But the tracking number provided no information. I called Barnes & Noble on March [redacted] and again on March [redacted] but they refused to do anything. Finally on March [redacted] a [redacted], in Georgia, said that she would have the order reshipped by Expedited Shipping. [redacted] said that because it was a birthday gift, and was time sensitive, she would reship it with Expedited Shipping. I received an email earlier today with the same aforementioned order number and with a different tracking number. It shows that a reshipment has allegedly been sent out, but NOT at Expedited Shipping. I have called [redacted] and they said that over the weekend on Standard Shipping there are no updates. So that the new tracking number shows nothing, and will not show anything until Monday. However if on Monday it still shows nothing then what happened with the March [redacted] shipment will have been repeated: where nothing was processed. Apparently Barnes & Noble assigns a tracking number and then irresponsibly assumes the order is being shipped and so advises the customer that the order Is On Its Way. But until [redacted] actually receives the order -which they did not receive on March [redacted]; and may not have received on March [redacted]- the order is in fact NOT On Its Way. I have spent hours on this in both calls to [redacted] and to Barnes & Noble. This has been very unpleasant and [redacted]etting.Desired Settlement: I am old and this has been very upsetting as the order is a Sweet Sixteen birthday gift for a grandchild, and I still do not know its status for neither tracking number shows anything. Further typing is very difficult for me, especially numbers, and making this complaint has been difficult. First, I want Barnes & Noble to change its practice of sending out an email stating that an order Is On Its Way after they merely issue a mailing label with tracking number. I want for Barnes & Noble to wait until they have verified that IN FACT the order is with [redacted] to only then advise the customer that the order Is On Its Way. Next is that I want an explanation as to what happened with my order on March [redacted]. Why was it never shipped? Why IN FACT was it NOT On Its Way? What went wrong on March [redacted]? Then I want an explanation as to why on March [redacted], in Georgia, told me that she would reship with Expedited Shipping but in fact [redacted] reshipped with Standard Shipping, so that I am unable to verify if the new tracking number is valid since [redacted] does not update on Standard Shipping over the weekend. I do not like someone lying to me; and [redacted] lied to me. And whether or not what [redacted] reshipped on March [redacted] has IN FACT been shipped or has never been shipped -just as on March [redacted] my order was not shipped- I do want a refund in full. I have been very [redacted]et by this, very concerned, and have spent hours on the phone with both Barnes & Noble and [redacted] and now time in typing this. A tremendous amount of my time and energy have been spent in checking on this, plus in worrying, because Barnes & Noble first made a mistake on March [redacted] and then their employee [redacted] lied to me on March [redacted]. I still have no idea if my order for a special birthday gift shall ever arrive. So that I want a refund in full. Lastly I also want in addition to the policy being changed -so that customers are inaccurately not told that their order Is On Its Way until AFTER Barnes & Noble has confirmed that the order is IN Fact in the possession of [redacted]-, and to the two aforesaid explanations, and to the full refund, an apology.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted].Sincerely,[redacted] More Information:I have not the time to review this as it is a busy weekend, and I do not know where the papers and notes I had on this now are. But the business never contacted me. I was in contact with someone, if I remember accurately she is located in New Jersey, who was very responsible and sincere and who did credit the charge because of my inconvenience, aggravation, and upset. She was efficient, understanding, and caring. But she could not respond to my several questions, and the business never contacted me to respond to my many questions. It as though the business viewed my questions and concerns as unimportant, which is wrong. This all had taken up a tremendous lot of my time, and I remember that I was terribly upset and worried. I know I was very upset and worried since there was a deadline for the gift to arrive, as it was for a special birthday. The woman in New Jersey, who credited the charge, did understand and that is why she credited the charges. I also believe that I had suggested an improvement and a change in how Barnes & Noble notifies its customers about a forthcoming shipment. In any case I never heard from Barnes & Noble -which is rude- about my questions, my concerns, my suggestion for an improvement and change. Perhaps Barnes & Noble view that my having been provided the credit was adequate enough? Enough time now has passed so that this has faded into the background, for life keeps moving on. But I do remember that it took up much too much time and that I was very worried. If not for the woman in New Jersey I probably would have been even more concerned and worried than I was. She was responsible, concerned and caring. I do not view that any of the other people with whom I had contact with at Barnes & Noble were responsible. And it is not at all responsible the failure of Barnes & Noble to respond to my complaint with you.

Review: Barnes and Noble refused to ship textbooks that were ordered a more than a week before the books were needed. When contacted about the issue, they claimed that with the shipping option that was chosen, they could not ship my items until all the items were in. The book that was on preorder was causeing the delay. They did not state that anywhere in their shipping policies and did not inform me (the customer) the cause of the delay until confronted. The buisness also is refusing to cancel the whole order and will not refund my money of the part of the order that they will not cancel.Desired Settlement: I want my money back for the book that they refused to cancel. I want no charges on my card and the book not to be sent.

Review: Unable to cancel online order right after I placed it and gift card should be credited

I ordered two books online through Barnes and Noble on November **. I immediately realized I had ordered the wrong book in a series and called customer service to see if they could change the book to the right one. They would not do it but would cancel the book. I wanted both cancelled so I could order two books again and get free shipping. I tried to cancel on the phone, yesterday online and today through email and online chat. When I cancel online it shows the order is cancelled but when I check the order again it does not show it was cancelled. I have yet to receive a confirmation email or any type of response and the gift cards I have used have not been credited.Desired Settlement: I want my gift cards credited for the amount of the order that I cancelled.

Consumer

Response:

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

Review: Ordered a gift card online to be sent to my mother for her birthday. Wrote a personal message. Email confirmation of order from [redacted] was received on Friday. Paid extra money for 2 day delivery. Gift card not there on Monday (her birthday). Gift card not there on Tues. Email received from [redacted] at 3pm on Tuesday saying gift card had been shipped. Gift card received on Thursday. Personal message was not on card. "To" was correct, but the "From" was missing information. Called Barnes and Noble. Spent 33-minutes explaining dissatisfaction. Was blown off by representatives. Expected exceptional customer service from a place like Barnes and Noble. Got nothing of the sort. Wondering if customer satisfaction is even a priority for this business.

Product_Or_Service: Gift Card

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I wanted a sincere apology. I wanted an offer of immediate refund of gift card and extra payment. I wanted a card with the original message sent to my mom.

Consumer

Response:

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

Sincerely,

Review: I had an nook from 3 years ago, some lies were told to me them, however I was told another lie when I upgraded to a Nook HD "All your books would transfer to the new nook". I bought the new Nook, charged it as directed, came in to the local store and waited for the down load of over 1,500 books. Only 983 came onto the new nook. Some of the staff that day were worthless but one was great ([redacted]). She knew of a problem of B&N erasing older books off their electronic shelves and therefore not going to the new nook. She help me by connected to "Customer service" and the nightmare began. They refused to listen to [redacted] or me, they repeatedly tried to blame the issued on me or [redacted] or "the connection" We were in a B&N store, the connection was the best.It was not my fault, or [redacted]'s The fault was B&N LYING to me, then refusing to listen. The gal said call the next day, again Customer Service was a nightmare, refusing to listen and hanging up on [redacted] and me. The supervisor kept trying to put blame on me as well, she was worthless too.I have been trying to get someone at customer service to help me thru e-mail. They also will not listen and repeatedly try to dump all the blame and work on me. They refuse to do a thing. Refuse to listen and refuse to restore the 500+ books to my new nook. The latest dump on me was to say that because so many of my books were free, they would not help me at all.Desired Settlement: . I want my 500+ books on my Nook HD, B&N are at fault by lying to me, saying that all my books would transfer, them by refusing to do any work. They took the books off their shelves, it is their fault this happened. Either give me my books that I spent hours and hours to find, or give me 500+ books at their expense. Mystery and History mainly.