Barnesandnoble.com

Review: I received the book, order:Electrocardiography for Health Care Professionals - # [redacted] This book was advertised by Barnes & Noble on their site as "New". I received it today and it is used and not near any new condition. In addition, the companion CD to this book is missing.

I called Barnes & Noble to ask them to rectify this error and they told me that some other business advertised it on their site with their permission and that I had to deal with that business and not Barnes & Noble. When I ordered this book from Barnes & Noble on their site, I had no idea that I was buying it from some other entity and they never informed me of this detail prior to ordering and paying for it.

[redacted]Desired Settlement: I wish to be refunded and compensated for the inconvenience of time lost to review for the exam that was caused to me by Barnes & Noble's deceitful practice

Consumer

Response:

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

Sincerely,

Review: I rented a textbook online from Barnes and Noble and returned the textbook via mail. Once the book had been processed they claimed that the book was damaged and that I would have to pay full retail price for the book, totaling $126.15. When I called to ask what was wrong with the book, as I believe when I sent it back it was not damaged, they said that the book was already in the warehouse and that they cannot give me specifics in how the book was damaged. Since I paid full price for the book I was expecting to get the book back as I paid for it and it would seem to be my property as I paid the full price for it. So when I asked about receiving the book back they said that I cannot receive the book and that they destroy the books after they are deemed unsellable. I read their terms of rental ([redacted]) that it is their discretion to decide if a book is damaged or not so I understand that I would not really be able to fight this aspect of this dispute. While I do think that it is not fair that they can claim that the book was damaged without giving me any proof that the book came back that way I understand that this is in the rental terms. Overall, my problem is that I would like to get my book back as I paid full price for it and it would seem to be my personal property now that I paid for it.Desired Settlement: I would like to receive the book that I paid for or equivalent compensation.

Review: I ordered two rental textbooks for use in my college courses. I received the first book to discover that I was sent the wrong book. I contacted Barnes and Noble to resolve the issue and was told to return the book and I would promptly receive a refund. The book was received back by the company almost 2 weeks ago, but no refund was ever given. I contacted the company on this issue and never received a reply and still have yet to receive my refund.Desired Settlement: I have opened this complaint with the Revdex.com in hopes that I will actually receive the refund I was promised for Barnes and Noble's mistake. I would also like to receive contact from the company regarding my other textbook rental which I still have no received. If it has been cancelled, I would like to be notified of this because as a college student it is important that I have my textbooks for my classes. I am very disappointed in this companies lack of customer service.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted]. I did receive a refund for the texbook that I was mistakenly sent but the company has not contacted me in any way. Sincerely,[redacted]

Review: I ordered a book online in early Aug **. the payment came out this weekend and put my bank account in the negative. I think if this is normal operating procedure then it should be clearly stated on the order page before you submit your order. I would have never ordered had I known this.Desired Settlement: I would like a refund because I think it is deceptive to wait over thirty days to withdraw money. It made me think I had fraud on my account. It also was the last of my money until pay day.

Consumer

Response:

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

Review: I purchased a text book for school Abnormal Psychology: Clinical Perspective on Psychological Disorders with DSM-5 update/Edition 7. When I called on 11/**/15 to make sure this book included the CD, a guy in the textbook department ensured me it did. When I received the book on 11/**/15 it did not include the CD so I called and they claimed it was a different IBM number. I asked if they could send me just the CD or if I can purchase it and I was told no. I was told they would email me a return shipping label. Days went by and I did not receive it so on 12/*/15 I called again inquiring about my return shipping label and was told the previous representative never documented my call nor sent out my label and that he would do so now and for me to wait 24hrs and make sure I check my spam folder. I have now waited almost 48hrs and still no label. I called this morning 12/*/15 around 8am and spoke to a representative that claimed they were sending it again right then and to check my folders again. I still did not receive the label so I called back around 1:45pm and spoke to another representative that not only told me they already sent it out but they were doing it again right then. I still have not received this shipping label. I spent $208.06 on this book and it should have come with the CD. I need this for a class starting in 2 weeks. This has been a huge inconvenience.Desired Settlement: All I'm asking for is my return label so I can get my $208.06 back so I can purchase my book and CD elsewhere. Otherwise they need to send me out the CD. I need this resolved as quickly as possible.

Consumer

Response:

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

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

Sincerely,[redacted]

Review: I need charging cords for my under warranty Nooks. B&n is always out. Twice in last month they promised to ship, but never received. can't get superv

I have tried numerous times in last 6 months to get charging cords for my under warranty Nook devices. Twice in the last month I was told by Nook support they shipped. The first order, I'm told, never shipped. The second order never arrived.. They now simply bounce me back and forth between tech support and digital support, ignoring my requests for a supervisor. This last call was 28 minutes of this nonsense. I own at least 700 books and 200 apps(I estimate, as all nooks have been dead for weeks). B&N has repeatedly, both in-store and by phone, told me the cords are not in stock. They deny they are going out of business. Their support number is ###-###-####.Desired Settlement: I want the order shipped to me immediately that the rep said would arrive by Monday August * at the latest. That is, 3 cords with car chargers, at no charge to me, since that is apparently the only charging cord they have stocked in forever. If I can't get cords under my warranty I paid extra for, I want a refund for both devices and books/apps I paid for, since I can't use any of it if I can't charge the devices. And Barnes and Noble owes me an apology.

Consumer

Response:

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

Review: I ordered a CD from the B&N online store. The order went to [redacted] for fulfillment. I was billed. They have my money, I do not have my CD and nobody is the least bit interested in helping me solve the mystery of into which corner of limbo my paid for merchandise has fallen.... I have contacted both BN and [redacted] several times, to no avail.Desired Settlement: I want my CD delivered or my money back, including P&H

Consumer

Response:

As soon as I advised the business that I had contacted Revdex.com, they processed a refund in full.

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: I ordered some books as a gift. IMMEDIATELY after ordering I wanted to make a change. The instructions on their site prompted me to check the status page to see if canceling was available. The cancel button was still showing so I canceled all 3 books. Believing that my 1st order was canceled , I placed a new order. Shortly after that I got an email stating it was too late to cancel. Why didn't "unavailable " show when I clicked on cancel?? Now I had 2 orders. (being shipped as a gift to an address other than mine in another state). I then called customer service asking for help. I explained the situation. They said it was too late they were already being shipped. (it was only minutes ?). I asked to speak with management . All they could do was repeatedly, insincerely, apologize. That was no help. I decided to call back again to ask if they could at least change the shipping address so I would receive the 1st order. (so I could return it). They stated that that also was impossible. I can't believe that in this era of technology that an address can't be changed on an order. I guess it would of took just a bit of effort on customer services part.. I'm very disappointed.Desired Settlement: Although the products are being delivered to my gift recipient . It was much more than I wanted to spend. Also one of the books was ordered twice. No one needs 2 of the same book.

Consumer

Response:

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

Sincerely,

Review: I recently became aware of fruadulent activity on my credit card. After reviewing my credit card statements in detail, I discovered two charges from BARNES&NOBLE*COM (one for 15.99 and another for 5.99) that occured on the [redacted] of every month. I contacted BARNES&NOBLE*COM at ###-###-#### (NJ) to find out what the charges were for. I was disconnected 3 times while agents were attempting to transfer my call to another department. Finally, after almost two hours and three calls to BARNES&NOBLE*COM at ###-###-####, I was told that the 15.99 charge was for a subscription to New York Times that was initiated in March 2013 and that the 5.99 charge was for a subscription to U.S. Weekly that was initiated back in 2011. I informed the representative that I did not initiate either of the two subscriptions, nor did I ever attempt to download or read any releated content and asked for a full refund of what I calculated to be approx $500.00 in erroneous charges. At that time, I also asked to have the subscriptions cancelled. The representative was able to cancell my subscription, however, they had to transfer me to a different department for the refund. After being transfered to the electronic purchase department, the representative from that department informed me that she was not authorized to refund more than one month of subscription charges and transfered my call to an escalation supervisor. The supervisor informed me that they would only be able to refund a total of 3 months for each charge.Desired Settlement: I would like a full refund of all charges for both the U.S. Weekly and New York Times subscriptions based on the following calculations:

Monthly Charge Months Charged Total Charged

New York Times $15.99 15 $239.85

U.S. Weekly $5.99 44 $263.56

Total $503.41

Consumer

Response:

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

Sincerely,

Review: I purchased my first nook hd plus in march and it was immeditely defective. I returned it to the store. I bought a new one online. It was defective with the same issues within a month. I called barnes and noble and they refused a refund. They sent me a new one. Within two months this nook was also defective with the same issues. I once again called barnes and noble and demanded a refund and they said they don't refund replacements. They again sent me a new one. This one has been with me for about three months and it also is defective with the same issues. I called barnes and noble and demanded a manager. They would not give me one. I called again a month later after the nook completely stopped working and finally got a manager. She said that they can't refund the replacement but offered to send my case to an executive member of management to see if they would make an exception and refund my money. I was told I would get a call back immediately. I received a call three days later. The executive said that hile it was true I had the same problems on every nook and wanted my money back, they could not refund my money because it was past the 14 days and it was also a replacement. Therefore, I am still stuck with a defective nook. While they offered to send yet another nook hd plus, I do not want to go through the issues again and only want my money back. This is an inferior product and after 4 nooks I believe I should entitled to a refund. This is obviously problem with the productand they should stand by it by giving me a refund. This is their fault buy selling the product in the first place. I am out some $200 aftertax and shipping and now have no money to buy a working product from another company.Desired Settlement: I want my money back, including the full purchase price of $179, the standard shipping, and the tax. I don'twant anything but my money back.

Review: I ordered 4 books online through the Barnes and Noble website, 3 of which were being sold by their "marketplace sellers." 2 of those third party items ended up being canceled after my paypal account was charged because the sellers didn't actually have any available. The third book was NOT a third party item and clearly stated it would ship within 24 hrs. My order was placed 4/** and won't be available for shipment until 5/**!! I am so frustrated with their so-called "customer service". I called to complain about my 2 books that were canceled on Monday and was told I'd be receiving an email reply shortly. I called again today when I learned the delayed shipping expected on another item.....they said I could pay extra to have faster shipping!!! Are you kidding me?!? I insisted on speaking with a [redacted] who clearly took no accountability for their misrepresentation of items on their website. Furthermore, he said the representative I spoke with just moments earlier was wrong, that the item was NOT available and couldn't be shipped even if I DID pay extra for expedited shipping. Their website STILL says that the item is available for shipping within 24 hours!! In regards to my cancelled items, he insisted this is "very rare" that third party sellers can't come through with their items. I answered that it doesn't seem too rare when 2 of my 3 sellers canceled for lack of inventory. As a "solution", the [redacted] offered me 15% off a future order! to which I stated, "I will NEVER order from you guys again, so that is simply unacceptable." He then offered 15% off the ONE book that had delayed shipping and insisted that was the BEST he could do. 75% of my order was wrong, but the most he can offer is 15% off of 25% of my order?!? Disgusting!Desired Settlement: I believe that since I will only be receiving 1 of 4 books as ordered and expected per their website, I should only have to pay for that ONE book. Between the hassle of calling and ensuring refunds through paypal, 2 long calls with Barnes and Noble that included an offer for me to pay additional fees for expedited shipping on an item that apparently still isn't available, never mind an email they claimed they would send (which they never did)....and the fact that the items are STILL misrepresented online as expected to be shipped with 24 hrs. I believe I am owed a far more significant refund on my order!

Consumer

Response:

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

Sincerely,

Review: On November [redacted] 2015 I placed an online order. Everything was fulfilled beside a turntable which was supposed to be out of stock. I then got a notification the product was back in stock & would be shipped. It is now a month later, my money is still tied up and no product. I was also promised expedited shipping for Christmas which never happened. I still do not have my order, my money is still pending and they just triple charged me again.Desired Settlement: I want expedited free shipping, a discount for waiting over a month and my money released. I want my order ASAP.

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: Three weeks ago I discovered a charge on my credit card by BN. I did not purchase anything and they should not have had my credit card information. I do have a Nook, but it is not under my credit card. I am a US citizen but currently live and work in Japan. I contacted BN through email asking them to reverse the charges and questioned why there was a charge in the first place. In the course of 3 weeks I sent over 7 emails. I also tried to chat with them on their customer service website. When I asked if I would get compensated for the international phone call or if I could call collect the person abruptly ended the chat. In their emails and chat function they asked that I call the company to reverse the charges. They charged me $3.56 and the international phone bill would be much higher than that. I understand if this would have been a mistake on my part and I would take responsibility for the charges. But I did not make a charge to BN nor did I receive anything. I would like BN to take responsibility in reversing the charges and pick up the long distance charges. In my email, I included my cell number and told them to call me between the hours of 9am and 9pm Japan time. I hope to resolve this problem before any more time passes. Like I said, it has been over three weeks of emails to this company with replies stating they will get back to me in 24 hours. I still have not gotten a satisfactory reply.Desired Settlement: BN reverse the unknown charges ASAP

Consumer

Response:

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

Review: Placed order for replacement Nook on 2/**/2014. Was charged for the replacement device. The agent taking our order had the wrong delivery address and it was shipped to a non-existent address in [redacted]. UPS held the device trying to obtain the correct address. I called 1-800-The-Book and told them they had the wrong address the agent told me he fixed the issue and I would receive the device in the next two business days. UPS did not receive the correction therefore shipped the product back to Barnes and Noble. They restocked the device and shipped it out to another customer. I have called nine times in the past 3 months to get this resolved and am told every time I will receive a phone call in the next 24 - 48 hours with the new tracking information and the device will be delivered in the next 3 - 5 business days. I was also promised a gift card for my troubles. I have yet to receive anything from them. I have requested my money back however I have a new debit card they need to process the credit to (old one was stolen and deactivated). They told me they cannot process the credit that way and I would have to wait another 5 business days for the credit to be put into process. I asked for the corporate number to talk to someone who could help me more efficiently. I have left a message for them and have not heard back. Its been 3 months they have had my money and I still have nothing to show for it but lost time and a lot of frustration. I feel like I can not get anywhere and I am just going to lose my money on this. I'm just sick to my stomach over all of this.Desired Settlement: I want my money back ASAP and I will need it back in check form due to them not being able to process the credit on my new debit card. I would also like an apology and to be compensated for my lost time in the nine phone calls which took a minimum of 30 minutes each time. This has been an emotional hardship on both me and my daughter.

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: I placed and order for a book and it was never received. The seller never provided a tracking number and said it shipped by BRNB (this shipper does not exist). They charged my credit card and I never received the book. I contacted Barnes and Noble and they do not have any contact information for seller [redacted] that sells for them. NO PHONE NUMBER and NO EMAIL ADDRESS. They could not give me a tracking number or anything and were not willing to help at all. I have started a dispute with my credit card company. THEY ARE TAKING MONEY AND NOT SENDING ANYTHING! This is FRAUD!Desired Settlement: I want the money refunded to my credit card since I have to purchase the book from someone else for my son for school.

Consumer

Response:

Barnes and Noble itself finally notified me and processed a refund. The markertplace seller on Barnes and Noblenever contacted me nor did they ever ship the book. At this time, my complaint, ID [redacted] regarding BarnesandNoble.com has been resolved.

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

Sincerely,[redacted]

Review: Acquired BN membership with which they assured me express delivery on orders online was included. Placed an order for rental of 3 textbooks (alas, delivery was not included in rentals, what a surprise!) and expected the merchandise in 2-3 business days. On the 3rd day, one book arrived, the other two did not, instead they sent a novel. Called to inform of the mess up. They said they could not reinstate the order, as it was a rental, so they proceeded to cancel it and said I needed to place it again. Classes had already started and I did not have the luxury of waiting more time. In fact, had I wanted to re-place the order, I was told one of the books was no longer available for rental (I am not sure if this whole mess-up was, in fact, a set up because they had accepted and validated my order with a book they no longer offered for rental). As a result of their incompetence, not just in the non-delivery but also in the handling of the complaint afterwards, I had to buy the textbooks at a bookstore paying full price.Desired Settlement: I would like to be compensated for the mess up to make up for the extra money I had to spend on the textbooks. My extra cost was $177.02. They have offered me $15.

Consumer

Response:

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

Sincerely,

Review: I rented 5 text books and returned them as instructed by the due date. They sent an email before the books were due and stated that I would need to extend my rental because the books hadn't arrived. I called customer service because my understanding was that as long as the return was post marked by 5/** I was within the agreement. She agreed and said that she would note my account. She also said that I should try to send the books back early next time to avoid getting any emails. I told her that their policy states as long as the package is sent on the due date its not considered late. I checked back on my account on Barnes and Nobles website to see if my rentals had arrived. They did but one book wasn't showing up. I called back to find out why. The lady started that the book was damaged and they were going to charge me for it. I explained to her that when they sent the used book it wasn't in good condition. I didn't know any better to send the book back because I requested a used book. I used it for the semester and sent it back the same way I received it. I take online classes so the book never even left the house. I was so upset and felt tricked by them. They sent out a book in bad condition and now they are trying to make me pay full price for a used book. The lady said that she would note my account once more and take my complaints to the supervisor. No one ever responded. I don't know the process of how they check the books they send out or once they are received. But when you received my English grammar text it still had papers from the previous user/renter. This leads me to believe that their process isn't thorough on both ends of sending and receiving.Desired Settlement: Barnes and Nobles tried to debt my bank card but my bank refused the transaction. Barnes and Nobles stated that they will charge my account again after 7 business days. I cancelled my card so I wouldn't be charged for something I didn't do. They sent me an email on 6/** stating that they are Ito debt my card again.

Review: Hello ~ I am contacting you to be an intermediary for a textbook rental that I returned to Barnesandnoble.com. I rented a book from Barnes and Noble for a class that I took at my local community college from 10/**/15-12/**/15. After the class was over, I returned the Financial Management book using the book rental return section of the website. In order to have the return started, I logged into my online account, selected the “my account” link, which created a [redacted] return label. I packaged the book, inserted the packing slip, affixed the label to the outside, and returned the book. I didn’t hear anything back from Barnes and Noble to report that a problem existed until a collection company called me on 2/**/16. That same day, 2/**/16, I checked my mail and received a mailed collections letter from the same collections company. I specifically remember returning the book as instructed, however cannot recall the exact date. Additionally, over the weekend, I checked my records and did not record the tracking number because I through that the information would be retained on their website. I logged into my Barnes and Noble account, but couldn’t find enough details to aid in solving the mystery. I called Barnes and Noble to find out more information about order and was told that they do not retain the tracking information and that the book was not received by their office and that I would be charged the full purchase price for the book on top of late fees. Their website says “Return shipping on rental textbooks is FREE using our easy-to-use [redacted] shipping labels. Simply print our rental return shipping label and packing slip, pack your rental books and return packing slip, and return them via [redacted].” If a two page document generates with the shipping label and the packaging slip, I don’t understand how they wouldn’t have a record of it? When using the Barnes and Noble logic, if they don’t have the tracking number, how do they know that it wasn’t returned? Employees work in their return warehouse, mistakes happen, and it’s not fair for me to be penalized for a potential training issue. I am upset that I am being charged the late fees and cost of the book, when I returned it within the allotted timeframe. I am upset that I wasn’t contacted prior to being sent to collections. And I’m upset that their customer service center cannot provide the tracking number that I was generated when I used their website. I am asking for help, because I cannot even open a claim with [redacted] without the tracking number. I am being charged in excess of the value of the book and I don’t feel that I am being treated right.Desired Settlement: To remove the charges for a textbook from collections and have them locate the book that I returned to their .com warehouse.

Review: I purchased a e-book on June **, 2015 and the book contained 300 pages. The download only contained 95 pages. I called the "customer service" number and was told that I needed to wait 2 weeks for them to fix the problem. I called again today and was told that I needed to wait another 2 weeks. I called the corporate number and the switchboard operator who transferred me to the same number that I have been calling. The problem is that my daughter needs this book for her required summer reading and Barnes & Noble is not doing anything to fix the problem.Desired Settlement: I need the full copy of the e-book immediately!!!!

Consumer

Response:

At this time, I have been contacted directly by Barnesandnoble.com regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The business has contacted me but the issue with the eBook has not been resolved.

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

Sincerely,

Review: I've been using the Nook PC app on my computer. About the middle of October, the program stopped syncing with the servers to where I couldn't download any further ebooks or emagazines that I had purchased. I contacted Barnes and Noble customer service via their webpage. They walked me through uninstalling and reinstalling the program. When I went to try signing back into my account, I couldn't as I got a network error message. I couldn't even sign back into my account with the program. This was 10/**. Claimed I'd hear back via email within five business days. This has NEVER happened. I've tried even installing the program on my other computer with the same issues. I've contacted Barnes and Noble weekly since. On 11/* I called Barnes and Noble and spoke to customer service. Claimed the original ticket is STILL being looked at from 10/**. The representative updated information and advised me that I'd once again hear back within five business days. Today is the [redacted] business day with nothing being resolved.Desired Settlement: Want the issue with the account resolved so I can access my account using the Nook PC application. For the lack of technical support and the length of time to get it fixed, I feel that I should also receive a sizable gift card to purchase ebooks with for having to wait so long.

Consumer

Response:

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