Barnesandnoble.com

Review: I ordered 2 used textbooks on 9/**. 9/** I received a confirmation email that my books were ready for pick up. When I arrive at the store only one book was available. I was told the order was on hold but it should arrive on Thursday. Today is Saturday. I call the store and speak to the [redacted] on the phone. I am told the book is on the shelf but it has not been boxed for order. I ask him if I go to the store and pick up the book will the cost of the book change. He is looking at the order on the screen and I am told no. I drive into the city to pick up the book. I find it on the shelf and show it to the sales clerk and ask if I pick up this book now will I be charged more. I am told no. The book was ordered used. My online order is cancelled after a second sales clerk comes over. I'm told to ring out in the front of the store. At the front of the store I am charged double what I ordered. I ask to have my order reinstated I'm told they are not allowed to do that. I speak to [redacted] and tell him everything written above and he says so you told them to cancel your order. I tell him he and I are both aware that is not what happened. I asked when I could get a used book. I was told December. I asked why I was not notified when I was in the store that my book would never come in and I was told there's a box that allows them to charge me full price for the book when they run out. My electronic confirmation says used book not whatever the store feels like giving me. The class already began and I had to pay double for my book. I want my money backDesired Settlement: I was supposed to receive a used book for $42.15. I had to pay $74.95. At the very least I should receive a refund for the difference. In realty I should receive a full refund due to the way this was handled at management level. Why are students not informed a book is in the store when it was ordered two weeks ago and classes have already began. The [redacted] was indignant

Consumer

Response:

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

Sincerely,

Review: I haven't ordered B&N magazines since early 2013, yet I have been charged for Inc Magazine on a monthly basis since February 2014. I subscribe to NextIssue and have no use for Inc Magazine via B&N.Desired Settlement: I would like a full refund and no future unauthorized charges.

Review: I went to [redacted] to purchase two books. I placed them in my "cart" and noticed at the top of the webpage it stated, if I bought the membership I would receive free shipping. I went ahead and purchased the membership to get free shipping and then the webpage statement changed to stay I needed to purchase a minimum of $25.00 to receive the free shipping. Once I added quite a few more books at the top of the page it changed to "your order now qualifies for free shipping", so I then went to finish my purchase. While trying to complete my purchase it did not remove the shipping charges so I then contacted the "help center" via their online chat. I asked the assistant about the shipping charges and they responded with "we advise you to continue with placed order then we will waive shipping fee if needed". I then went and finished the order and it did not remove the shipping charges, I gave that assistant the order number and they responded with because I purchased from their "marketplace" it didn't qualify for free shipping. I do understand now that it does not qualify for free shipping, although the website stated it did and I am ok with that, but when I told them that was ok but I want the order cancelled then, they responded with they cannot cancel the order. They told me they would refund the shipping "if needed", and it was needed but did not follow through with that, nor did they allow me to cancel the order. I would not have purchased the items if I was given the correct information. I contacted their customer service over the phone and they told me they cannot cancel the order and to "wait until it ships to cancel", although I did not believe that and did not want to pay the shipping since shipping costs more than the actual product. I was transferred to her supervisor who stated that the online chat assistant should have asked more information before telling me to go ahead with the purchase, but waiting until they ship was incorrect as well. She told me to wait until I received my email confirmation and then call barnes and noble customer service via phone once it arrives to get the sellers email to see if they will cancel the order. I did so, and emailed them but they refused to cancel the order either.

I do have a screenshot of the website as well as the transcript history via the internet chat.Desired Settlement: To be allowed to return the books and receive a full refund as promised, including shipping charges or receive my shipping charges refunded.

Consumer

Response:

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

Review: I pre-ordered a book that is due to come out September *, 2015. They are trying to pre-authorize it now even though they can not send it until *SEP. She said it tells you that in the small print however I still do not see it. My problem is they sent me an email saying that if I did not allow the pre-authorization to go through they would cancel my order after 7 days. I do not see how they can cancel my order when they can not legally send this book until Sep *, 2015, which is 10 days away.

Order Date Order Number Total Status

8/*/2015 [redacted] $23.52 OpenDesired Settlement: I just want them to submit the charge on September *, 2015 like it was supposed to be in the first place and send my package after they charge it on the * sep. I do not see why this is so hard to do.

For Revdex.com, my email address is cherir---l--[redacted]. Your site would not take that for some reason and it has been my email for years. So I had to put an email address that I rarely use.

Review: I placed an order back in October for two books. I received one book, but not the other. The second book was placed on back order for two weeks. Then it was being processed for two weeks. Then it was cancelled for no reason.

I sent an email to customer service asking why my order was cancelled. The book was still available on the website. I received an unrelated answer.

I called and spent over an hour on the phone with a manager who was unable to figure out why the book had been cancelled. He was going to reorder the book for me, but there was an issue with the gift card. Instead, he mailed the remaining balance to me on a new gift card.

However, this meant the second order that I placed with the manager was cancelled. AGAIN.

I called and talked to a very incompetent manager who was unable to even pull up my account and gave me the wrong reference number- I repeated it to her, and she said that it was correct when it was not.

I called back later, and, thankfully, talked to another manager who was actually helpful. She could not figure out why the book had been cancelled like the first manager. Since the book was no longer available in the warehouse to be reordered at the time of the call, she told me that she would issue me a $25 gift card as an apology for how messed up the company had been.

I received in the mail today a $10 gift card- THIS IS LESS THAN THE VALUE/PRICE OF THE BOOK I ORDERED!

I cannot believe this company is still in existence with how horribly I have been treated as a customer.Desired Settlement: I would like the book that I ordered sent to me at cost to the company. I also want the $25 gift card that was stated as a resolution to the cancelled book problem. I actually think this company should do more than what is asked, because of the complete lack of Customer Service.

Consumer

Response:

Customer Service emailed me a response to my email I sent them regarding the $10 gift card. They told me that I was lying and that I did receive a $25 gift card. I called customer service and talked to a 4th manager. She was competent and was able to research the problem. I was mailed someone else's gift card for $10. She resolved the problem by issuing a $40 gift card ($15 for what was missing and another $25 for the hassle). I received that gift card today.

Sincerely,

Review: I placed an order online with Barnes and Nobles, I had just received a $5.00 gift certificate from them on my email for my child [redacted] kids club account. I placed an order with them for a Diary of a wimpy kid book and a lego kit on 6/*/15 I completed my transaction like I always do by using my [redacted] card. I received an email today that said that Barnes and Nobles made a mistake and that should have charged me a shipping fee and didn't so they are going to go and charge my account. I looked at my invoice and noticed that I was charged a shipping fee and wondered why they are charging me twice. I went to my bank and to my surprise Barnes and nobles took out 6/*/15 $5.40, then $2.70, then $2.70 (all on the same day), then today another $5.40. I went to speak with a branch associate and they they contacted B&N and were told that they could not refund my money just yet, no further explanation was given, the B&N representative stated that there was a glitch in the system at this time. I came home and called B&N complaint department and was told that the shipping charges were all correct and that B&N could collect any charges that they deemed warranted to my card without my authorization. I immediately contacted my bank and had to cancel my credit card and go back to my bank branch tomorrow. My card was cancelled for not only peace of mind, but to prevent any further unauthorized use and charges. I want to let you know that my daughter is home from college this week for vacation and now our plans to take her to the Manhattan tomorrow to see the sights is put on hold because of this whole mess. I own a nook (could have purchased a kindle fire, and I purchase books for my family all the time from B&N), as of this moment I am cutting my ties with B&N.Desired Settlement: I want B&N to reflect on their practices with recognizing that their customers in this cyber hacking day and age still choose to trust that making their purchase with their company means that their customers [redacted] card information is safe in the hands of their company and not something that they can take lightly and go willy nilly in deciding to charge customers accounts at will with whatever charges they see fit. You are not allowed to do this. Not ever without my permission. I would like a letter from them stating that my account with them is closed with no further balances on it, P.S. my sons certificate for the kids club for $5.00 did not even show up in the itemization of my purchase, so you can keep that as well, we won't be shopping with you anymore.

Review: Customer service don't return my phone about an textbook issue

I order a three textbook from BN in January 2015. I only receive two textbook and one children book. I return the children textbook and promised a call back on the textbook that was not send. I receive nothing. In May, I receive an reminder about three textbook that need to be send back to BN. I an a college student and try to get my textbook cheat. I sent three textbook back and then I forgot that one of the books was not BN. I called the company and reported my mistake to customer service (management team), April **, the next day to inform that I sent the wrong book back. I has getting the run around for about a month. I talk to three different customer service (management team) about the textbook on April ** and May **. I was assured that I will have a response back by May **. I received noting. I called on May ** and explain my case to other customer service (management team) again. The only thing that was told to me that since it was MY mistake they can promise to locate my book. I think that was not the right thing to say to a customer period.Desired Settlement: my textbook

Review: I ordered a text book from their web site on * November 2014 for a college course that I am taking. I chose to have it shipped via [redacted] with 1-3 day express service. On November *, I recieved an email with the [redacted] tracking number stating that the book had been shipped. On November [redacted] it showed that it was out for delivery according to the [redacted] tracking website. On ** November I looked again and it showed that it was delivered to the local Post Office and the delivery was complete. At no time was there any information relayed to me regarding the delivery being sent to my local post office and not the delivery address that I provided with the order. When I contacted Barnes & Noble and provided them the order number, I was told that the package was delivered and ensure that I return the book on time to prevent any additional charges.Desired Settlement: The method of shipping should reflect the fact that they use a third party carrier in the shipping status. According to the information provided to me, had it not been for dropping the book off at the Post Office, the book would have arrived at my house on time.

Review: Ordered a CD on B&N website. The Marketplace Seller: [redacted]. Ordered same CD on B&N website because of a lower price. The Southern Maryland CD was delivered,I returned it the same day ordered 8 ** to [redacted] in [redacted] (Marketplace Seller) I emailed B&N and [redacted] in [redacted] with the e-mail I located on line, no response. I have gone to B&N in [redacted] and talked to several CS Agents. Still awaiting response from Marketplace Seller who has not credited my account. cc[redacted] Order[redacted] CD: Greatest Hits (The Whispers) I would like a refund for order returned. Can you help?

Product_Or_Service: CD Whispers Greatest Hits

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund back to original form of payment cc[redacted] which is on B&N online website. I am a customer for quite sometime but no longer wish to renew, which is coming in March. BN[redacted]. Thank You. [redacted]

Consumer

Response:

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

Sincerely,

Review: On 06/**/14, I ordered the book Give Me Liberty!: An American History and paid for express delivery (1-3 business days). My credit card was charged $76.59 I received a confirmation email from Barnes and Noble with Order Number [redacted]. I received a package from Barnes and Noble on 06/**/14 via UPS with tracking number [redacted]. The package was correctly addressed to me on the exterior, however, the interior contained the book The Norton Introduction to Literature and the packing slip was addressed to [redacted] at [redacted] US and Order #[redacted]. I called Barnes and Noble and informed the customer representative about the mistake. She said they did not have my book in stock and all she could do was mail a return label for me to send the wrong book back. Several days later, I received a return label in the US Postal Service mail. I used the label to return the book. After returning the book, I have contacted customer service via the Barnes and Noble portal three times to follow up on my refund, but so far (we are in August now), I have not received my refund.Desired Settlement: 1) I need my money to be reimbursed, 2) After my money has been reimbursed, I want a written apology from Barnes and Noble, 3) I want additional compensation in whatever form for the interest paid on the credit card and for the tremendous amount of time this situation has made me spend

Consumer

Response:

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

Sincerely,

Review: I went to their website and the hardcover book "Capital in the Twenty-First Century" by [redacted] was advertised for $26.42 With a gift card, I thought that was a fair deal so I reserved a book for pick up at a store. When I went to the store, I was charged $39.95 plus tax instead for a total of $43.75. Moreover, my gift card, which I estimated still had $7.00 was invalidated. However, I'm not complaining about the gift card because I may have used the wrong card.This is not the first time I've had trouble with Barnes & Noble. Last December, I used a coupon for members. Because I made a mistake filling out the order, I had to immediately cancel the order and reorder. However, because I had to reorder, the store would not honor the coupon. I called customer service explaining I had to cancel and reorder because their website wouldn't allow me to change the mistakes on the original order, but they said the coupon could not be honored because it was already used. I had trouble navigating the website and ended up making more mistakes, forcing me to cancel and reorder more books. Because I wasn't getting any messages about the cancelled orders, I called their customer service twice. Both times, we went through the order list and which orders had been cancelled. Both times, the costumer service agent assured me that the orders I had cancelled indeed were cancelled. I took their word even though I receive no email message that the orders had been cancelled. Unfortunately, when I got the bill, I paid for the cancelled orders, and the receivers of the gift told me that the order I sent them was all messed up and that they received two of the same presents.

Product_Or_Service: Books, DVDDesired Settlement: DesiredSettlementID: Refund

I want to pay for only the advertised cost, and have a refund for the value of the coupon and remaining balance of the gift card. B&N should have records of the coupon and prior use of the gift card in order to determine the value of the total discounts.In the December transaction, only one of each item should have been sent to the recipients. I should get a refund to any item that was sent out more than once.

Review: I purchased $150 in books from them online. The amount was authorized twice so more was being held from being able to be used for other Christmas purchases elsewhere. I called the customer service and the person there said it often happens and to wait about 5 days and the funds will be released. Since this is a common occurrence they need to fix their computer system so this doesn't happen.Desired Settlement: Fix their computer system. Do whatever it takes to make it work correctly. Stop placing extra holds on peoples' bank accounts.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by Beth [redacted].

When an order is placed throughour web site, the credit or debit card is authorized, not charged,for the amount of the order. This authorization puts the funds on reserve,which most card­ issuing banks release after a seven-dayperiod. When an order is cancelled, we immediately release the authorization.As stated on our website, credit card companies first authorize a customer's card when an order is placed, then actually charge

the account when the item is provided - in our case, at the time we ship the order.

Our records indicate there was an authorization for $142.21 when [redacted] placed her on December *, 2013. When

[redacted]'s order was processed to ship the items were being sent from three different warehouses which in part caused the authorization duplication on two shipments processed for $40.82 and $18.55. We truly regret the error and the inconvenience this have caused

[redacted]. We can confirm that the authorizations have been released. We are looking into the matter to ensure this does not occur going forward.

As a token of our regret, we have sent a $20 Barnes & Noble eGift Card to [redacted]. If

[redacted] requires any further assistance, she may contact me directly at ###-###-#### M - F 9am - 5:30pm EST.

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

Review: I purchased a certification Kit from barnes and nobles. The order was placed in Nov 2011. Sas Certification Kit : Advanced Programming for Sas 9, Third Edition Sas Institute Paperback ISBN-13: [redacted] Order Date: November **, 2011 Shipped on: November **, 2011 Order no- [redacted] Amount- $245.37 This was an order for kit which included book + voucher of exam and question bank. The normal book cost $60 while the kit cost $245 which is the amount I paid. The book did came with voucher which was valid till Aug [redacted] 2013. I tried to register for exam using the voucher and it will not allow me to register for exam because it says it is invalid code. I tried to contact the exam publisher and they ar saying that code is not valid in their system. I contacted publisher and they are saying the code appears to be redeemed or invalid for them. When I explained the issue to them they are saying that since you purchased the book from B&N and they provided you an invalid or expired voucher you should contact them to address the issue. I tried to contact B&N customer service to resolve the issue. Their argument is that since book is way past the return time frame they will not be able to do anything about it. My issue is- I do understand that purchase is way past due date. The issue is not about the return but about an invalid code that came along with the purchase of book which is valid till aug 2013 end and is not being accepted. When you sell a certification kit which comes with book and voucher how can one find the validity of code unless he is ready to book the exam. I bought the certification kit by paying extra $200 and not the book only. if the kit voucher has validity of certian timefrmae it should work for that period. If not it is B&N responsibility to correct it since it was they who were paid the full money. After a few emails they returned me $39. My email communication and effort to resolve the issue is documented below- From the communication below I have removed my name & email address because Revdex.com says it may get posted publicly. It does have order no and refernce no- (order no- [redacted] ) ([redacted]) mentioned below ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ From: ** Date: August **, 2013 [redacted] CDT To: [redacted] Cc: Subject: RE: Issue with item (order no- [redacted] ) ([redacted]) I am sorry, the voucher is for exam which costs $180. I can not accept this refund you are offering. You should provide me the same kit with valid voucher ( I can return the book ) or refund cost of voucher. Thanks [redacted] ________________________________________ Date: Thu, ** Aug 2013 [redacted] From: [redacted] Subject: RE: RE: Issue with item (order no- [redacted] ) ([redacted]) To: [redacted] Dear **, Thank you for your email. We understand your concern and we are more than eager to respond to your inquiry. As a one time courtesy, we will issue a 15% refund to the item for any inconvenience this issue has caused you. We have refunded the amount of $34.39, plus tax if applicable, to the payment method used for this order. Since you used a credit card, the refund will appear on your statement in the next 1 or 2 billing cycles, depending on your bank's processing cut-offs. Please accept our sincere apologies for any inconvenience this may have caused you, and thank you for your understanding. Sincerely, [redacted] Customer Service Representative Barnes & Noble http:[redacted] DO NOT DELETE** Original Text From: To: service CC: Sent: 08/**/13 [redacted] Subject: RE: Issue with item (order no- [redacted] ) ([redacted]) The issue is not about your return policy. I am happy to keep the book. I bought a book & certification kit. The kit comes with a voucher which is valid till Aug [redacted] 2013. When I try to use the voucher it says it is not valid. I got a kit with invalid or redeemed voucher. I would like a refund on that ground. It is not about book. When you sale a certification kit which is valid till [redacted] Aug 2013, I would expect the code to work. It is not working. There is no way to test the validity within 14 days of purchase of book. Thanks RK ###-###-#### Date: Wed, ** Aug 2013 [redacted] From: [redacted] To: Subject: Re: Issue with item (order no- [redacted] ) ([redacted]) Dear Customer, Thank you for your email concerning our return policy. Returns are accepted for full credit up to 14 days from the date your order is delivered. We cannot accept returns after 14 days. Any items returned to us after 14 days will be discarded by our warehouse and credit will not be given. Some items require a Return Merchandise Authorization (RMA) before being returned, so please check the packing slip accompanying your item for return instructions. If an RMA is required, you'll see instructions for calling Customer Service. All new book purchases, unopened software, music, and DVD purchases may be returned within 14 days of delivery date. Please complete the return form enclosed with your order and ship the item(s) to the address on the form. Upon receipt of the return, we will process a credit to you. Shipping charges are not refundable. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++Desired Settlement: I would like to get a full refund of voucher ( EXAM PRICE & QEUSTION BANK price 180+55= $235) hey have refunded me about $39 which can be deducted from $235 caimed above. or A replacement certification kit ( I am ready to return the book as it came from B&N)

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate that **. [redacted] submitted his order on November **, 2011. Our Barnes & Noble Refund & Return Policy as stated on our website’s Help desk states, “We will issue a refund to your original form of payment for items returned within 14 days.”

Returns are accepted within 14 days of the date that you received your order. Books, DVDs and CDs (in their original, unopened, shrink-wrapped condition), toys and games, Home & Gifts items, and electronics can be mailed with the original packing slip to:

Barnes & Noble

Returns Department

We have no record of any reports from **. [redacted] prior to August, 2013 regarding any defect to his merchandise. While we do try to be flexible and accommodate customer requests, we do so when we are contacted slightly beyond the return period. We regret that too much time has passed to accommodate an exception in this instance.

**. [redacted] states that an invalid code was sold to him in the certification kit; however, Barnes & Noble sold the item to **. [redacted] as it was received from the publisher. Barnes & Noble does not create or assign the codes sold with the certification kit which is necessary to access the exam. **. [redacted] also states that the publisher advised him that the code is either invalid or has previously been redeemed. If **. [redacted] can provide proof from the Publisher showing that the code was redeemed prior to his purchase date, we ask that he forward us said documentation for further review.

**. [redacted] may reach me directly at ###-###-#### M-F 9am – 5:30pm EST. Please do not hesitate to contact us should you have any further questions or concerns.

Respectfully,

Barnes & Noble

Consumer

Response:

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

I would also like to let you know that I will be out of country from Oct [redacted] till Dec [redacted] of 2013.

Sincerely,

Business

Response:

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

As stated in our original response, our Barnes & Noble Refund & Return Policy as stated on our website's Helpdesk states, "We will issue a refund to your original form of payment for items returned within 14 days."

We are unable to process a return for **. [redacted]'s purchase as too much time has passed since the original purchase. Again, Barnes & Noble does not create or assign the codes sold with certification kits. This information is sold as provided by the publisher of the book. We can only take action if **. [redacted] can provide proof from the publisher showing that the code was redeemed prior to his purchase date.

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

Respectfully

Review: I have been trying to get a refund for two purchases that I made in the beginning of June. I have been on the phone almost every day only to be put on hold, transferred, hung up on, etc. The list goes on. No one knows how to refund my purchase which amounts to $374.97. I have written to the New York address, have called them, with no results. I'm at my wit's end with all this. Please help me to resolve this issue in some manner. The use of call centers should be outlawed. Each person that you talk to has to start over from the beginning.Desired Settlement: I hope to receive a check for the above amount. I don't trust them, at this point, to credit my account.

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted] regarding her refund for her NOOK device returns. We can confirm that Ms. [redacted] was issued the refunds for her online NOOK orders in the amounts of $214.42 and $160.55 to the original method of payment.

As stated on our website's Helpdesk under Refund and Returns Policies, "You can return nook within 14 days ofreceipt. Either call [redacted] for a return authorization, or return it to a Barnes & Noble store.

Ourrecords indicate that Ms. [redacted] refused the delivery of the packages which caused the items to be returned to an incorrect return center. Since the return was not sent to the correct location, this delayed the processing of Ms. [redacted]'s refund. We do note on our website:" Please note: if you do not call for a retum authorization number and send the nook to the wrong return center, no refund will be provided and your nook will not be returned to you." Customers are required to contact our customer service to obtain a return merchandise authorization which also includes the correct returns address for NOOK devices.

We see that Ms. [redacted]'s device return was confirmed by a customer service supervisor and her refund was processed accordingly. If Ms. [redacted] requires any further assistance, she may contact me directly at ###-###-#### M-F 9am- 5:30pm EST.

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

Review: I ordered an expensive book ($344.16) on Barnes Noble website on August **. The book was shipped out on August **, as they claimed. It never came after three weeks. Barnes Noble refused to conduct any kind of investigation. Instead, it would blame me for not selecting another shipping method, despite the fact no alternative was offered on their website. B&N also did not provide any dispute resolution and kept asking me to wait for another week, another week, etc. Meanwhile, I entirely missed my class schedule for 3 weeks without this book. The seller was not responsive either.Desired Settlement: $334.16

Consumer

Response:

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

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

Sincerely,

Review: I was given incorrect information to subscribe to a digital version subscription.

I subscribed to a print copy of magazine and found out that I could receive a free digital version from BarnesandNoble.com. So I went on www.bn.com an originally subscribed to a annual subscription of Essence magazine and then was told by the customer service rep that I needed to cancel that subscription and order the monthly subscription. She told me that once I subscribe to the monthly subscription I am suppose to receive an email asking if I was already receiving the print copy. I did what she told me and never received the email to verify if I was already receiving a print copy and Barnes and Nobles charged me $12.00. After about two hours when I did not receive the email, I called Barnes and Nobles' customer service and spoke to a rep who told me that they would fix it and I would be receiving the correct email and my account would be credited for $12.00. The next day when I check my financial statement there was not credit for $12.00. So I called Barnes and Nobles again to cancel find out what happened. That is when I was continuously placed on hold and then was told that I would be transferred to the department who handled the print version of the subscription. I was then sent back to the main menu. I hung up called Barnes and Nobles again spoke to a rep who said that they would send me to the appropriate department, but then sent me to someone who immediately transferred me to a person who asked for my information all over again and could not help me. At this point, all I want is my money back, but they don't want to see to help me.Desired Settlement: I just want my money back and to receive the free digital version I was promised.

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 was a seller on Barnes and Noble account. This company has stole from me. I have only sold one item and they put my account on hold. This company even told me I would receive my money over the phone. Barnes and Noble can verify this since they record every phone conversation. I shipped an item to a customer and has never been paid. I have never been on Barnes and Noble in my entire life and this has been a horrible experience selling on your site. One item and still no money. At first they took the money out my account by accident and now their saying something else. What kind of company are you operating where you have employees not doing their job correctly. I would like my money into my account now. I even have proof from the customer who even states in the email that they receive the item. I have sent you evidence and proof and no response. I will tell all my friends to buy from amazon and not you. This is not just right to be treated like this. [redacted]

3/**/2014

Accepted

Order Details: [redacted]

Star Trek Enterprise - The Complete Series

DVD - Wide Screen...

DVD Release Date: 2005

Rating: NR

UPC: [redacted]

$159.00

New

Standard (48 States)

Ship by: 3/**/2014

Ship to: [redacted]Desired Settlement: I was a seller on Barnes and Noble account. This company has stole from me. I have only sold one item and they put my account on hold. This company even told me I would receive my money over the phone. Barnes and Noble can verify this since they record every phone conversation. I shipped an item to a customer and has never been paid. I have never been on Barnes and Noble in my entire life and this has been a horrible experience selling on your site. One item and still no money. At first they took the money out my account by accident and now their saying something else. What kind of company are you operating where you have employees not doing their job correctly. I would like my money into my account now. I even have proof from the customer who even states in the email that they receive the item. I have sent you evidence and proof and no response. I will tell all my friends to buy from amazon and not you. This is not just right to be treated like this. [redacted]

3/**/2014

Accepted

Order Details: [redacted]

Star Trek Enterprise - The Complete Series

DVD - Wide Screen...

DVD Release Date: 2005

Rating: NR

UPC: [redacted]

$159.00

New

Standard (48 States)

Ship by: 3/**/2014

Ship to: [redacted]

Consumer

Response:

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

Sincerely,

Review: Last week I made a purchase online for a Nook HD+ tablet. It was a gift for my daughter so I requested that it be gift-wrapped. The charge was $3.99 for gift wrapping. I paid the $179.00 + $3.99 for gift wrapping via my card. She received the package and it was not gift wrapped. Just in a box. Also, the charging cord was missing so she had to purchase a replacement cord. When I alerted Barnes and Noble by email I was asked to include the order number, which I had. I received another email stating that the issue was being looked into. I waited and still haven't heard from anyone. I emailed them again yesterday and this morning and still no word back from them. I feel as if I paid for something that wasn't received. This was a gift. Why are they charging me for gift wrap when they didn't wrap the gift?Desired Settlement: I would like a refund for the gift wrapping they left out. Also the order number is [redacted]. I was informed by [redacted] that they have no record of this number. I have a purchase order which says Order number: [redacted]. No one will respond to me and I've had enough of paying for things I never receive. I do not intend to call them so they can keep me on hold while my minutes run out. Thank you. [redacted]

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We truly regret that the order intended as a

gift was not gift wrapped as [redacted]

requested. We have refunded

the gift wrap fee in the amount of $4.34 to [redacted]' original

method of payment on December **, 2013.

As a small token of our regret, we have also sent

[redacted] a $20 Barnes & Noble eGift Card for her daughter

to use with her new device.

In regards to the missing charger,

we have shipped [redacted]

a replacement via UPS tracking # [redacted]

which shows scheduled

for delivery on [redacted], December **, 2013.

If[redacted] requires any further assistance, she may contact

me directly at ([redacted] M - F 9am 5:30pm EST. Please do not hesitate

to contact us should you have any further

questions or concerns.

Review: This is a complaint of advertising issues because: I decided to purchase a gift for Father's Day using the advertised 20% and 3 day free shipping. I have a snap shot of this advertisement. I did not receive the 3 day free shipping instead I was charged for shipping.

This is also a service issue because: I don't know if it's Barnes and nobles site or [redacted] but it was stated I would be able to review my order before I congo to Pete my purchase but That did not happen. The next screen finalized the purchase and gave me a confirmation number. It took me 20 minutes to cancel my order. It started it would take up to 60 minutes to show my cancelation, which I have a snap shot of this. After an hour I received a shipping is processing email.

This is a billing issue because: I believe a web page error caused a transaction to my bank.

This is also a customer service issue because: I contacted customer service through phone and they were not proactive in resolving the issue. Email customer service could not even have one person dedicated to this open case. I receive responses form different people when replying to the same email. They all repeated questions I already replied with answers to.

I have returned item purchase back to seller via the service they used to deliver item. I have confirmation from [redacted] sender signed for returned package but I have yet to receive a refund.Desired Settlement: Refund of item and shipping.

Consumer

Response:

I have received a refund from 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 am a subscriber to the print version of Sports Illustrated. The digital version is included with my subscription. to get the digital version I had to download the Nook app from Barnes and Noble (BN) and install it on my Surface Pro 3. The nook app has to be linked to my [redacted] account for any payment, which there was supposed to be none. The second time I tried to get my digital subscription after following their directions, it subscribed me to a year long subscription for $38. I immediately called their customer service. They were actually very helpful at that time and told me that my subscription was cancelled and that I would be refunded. My order # was [redacted]. This occurred on * March 2015. NO refund was given on my next billing statement and my [redacted] account still showed the charge. I called BN again on Apr * 2015. They told me that my subscription was cancelled and that it was a [redacted] problem. I called [redacted] that day, ref #[redacted] had a conference call with BN and said it was a BN problem. BN once again said they would take care of it and that I would receive an email and refund. Neither of which I received. I had a live chat on * May. I have screen shots of that conversation where they say my subscription is cancelled and I will get a refund. On **May I emailed BN and now they say my account is still active and I must cancel the subscription on the Nook app. I had tried that many times before only to get an error message. IT WON"T let me cancel. I had another live chat that same day. This time they said my subscription was cancelled and that they were again sending this to another customer service area. It has been over two months. I have disputed this charge with my credit card company since they have told me it is cancelled.Desired Settlement: I just want my refund. Send me a check if you must. Send it to my [redacted] account. I don't care, just give me the refund. I am already so angry at Barnes and Noble for wasting so much of my time that we will never buy there again. Hello [redacted].

Consumer

Response:

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