Barnesandnoble.com

Review: I purchased a book online on 1/** and it arrived defective with torn pages. I immediately called the customer service department 2 days later and they promised a full refund back to my gift card within 24-48 hours. That refund never happened. When I call now to speak with customer service, i'm treated rudely, insulted and lied to.Desired Settlement: I want a refund immediately for the full amount of $48.00

Review: I made an original purchase on-line at barnesandnoble.com for set of digital books. I entered a$40.00 gift card for payment. The Barnes and Noble system didn't take the gift card and charged my Visa Bank card $35.71. I contacted customer service and the representative charged the gift card and reversed the charge to my Visa bank card. In reviewing my bank records, I discovered a second Barnes and Noble charge to my Visa that showed paid on 7/**/14 on transaction [redacted] for $35.71. I have been charged twice for the same purchase. I paid on the Gift card and the charge to the Visa. I have made phone calls to customer service and the on-line Chat customer service help to have this corrected. I receive promises that I will be contacted within 72 hours, which has never happened. I have had a to call back to Customer Service and all that is offered is the run around. That they can't access email or facsimiles in this department (told to me by a Supervisor named [redacted]). I have also faxed my bank statement to them, showing the second charge. I faxed the bank statement to ###-###-#### Digital Support. I still have had no response from the Barnes and Noble Company about returning my money.Desired Settlement: I want them to refund my $35.71 to my Visa bank card. I also would like the superiors at Barnes and Noble to know how poorly their customers are being treated by their Customer Service.

Consumer

Response:

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

Sincerely,

Review: May [redacted] 2014, ordered 7 college books from online Barnes and Nobles, totally over $600.00. Order number [redacted]. Checked my email right after to see if my online receipt had all the information that my employer, and union request for reimbursement. The receipt did not, it lacked how I payed. I payed by Visa, a Capital One card.

So, I called B&N to see if I could get the itemized receipt with method of payment on it, I explained to B&N representative about my situation, and he could not provide the needed receipt. So, I cancelled my order through the B&N rep, and to the vendors, plus B&N, I sent an email with the B&N representative on the phone during the whole time. The rep said the order was cancelled now, but he mumbled it was "not guaranteed"? I asked what he meant by this? He replied, the vendors may have shipped their order. I replied that I cancelled within 25 minutes of placing order, and that there is no way that the vendors have shipped anything out, plus they ship up to 4-16 days out on the basic mail package. The representative could not give a coherent meaningful answer.

I called Capital 1 and explained my situation, and asked them to please block this transaction. Cap 1 could not, but they called B&N to help with this situation. So, after about 3.5 hours on the phone from beginning to end. I was assured by B&N that the orders would be cancelled. I have received many emails confirming cancellations, and wrote many emails concerning this order. Capital 1 assured me that the purchase would be contested if there were any charges.

I received a book in the mail on May [redacted]: " Introduction to Community-Based Nursing"

From: Green Living Books (New England Book Fulfillment) [redacted] Phone: ###-###-####

Note: This Vendor was sent an email on May [redacted], 25 minutes after order placed to cancel.

I called B&N with a Cap 1 rep, and explained situation, again. It was another round and round mess of stalling, and not being accountable. I informed B&N that I'd be filing a complaint with Revdex.com, B&N offered me a $5.00 gift card to placate me. I responded that this issue is about poor customer service, lack of proper protocol concerning cancellations, and hopefully in the future this won't happen to another human being. It's matter of principle, not seeking payoff gifts.

I emailed Green Living Books to get a return label to get reimbursed for $38.68 for previous cancelled book with my phone number. [redacted] the representative for GLB would not provide a return label, and wants to charge a 5%-20% restocking fee. [redacted] mentioned, that if he knew I cancelled, that he wouldn't of sent the book. I said I have evidence that I cancelled, and resent email of cancellation. [redacted] did not reply after the resent email evidence of cancellation, or did he reply to my phone call.

I have done my due diligence as a responsible adult to remedy this situation on all sides. I have taken time out of my personal life to do the right thing here. What I have got was unethical business practices from B&N, and GLB.

Fyi, If you want any evidence of original cancellation on May [redacted], or other interactions by email let me know I have them all, and will send them to you

My goal:

My goal is to get a return label from GLB, mail book back, and not to have any restocking fees.

Thank you,

[redacted]Desired Settlement: My goal is to get a return label from GLB, mail book back, and not to have any restocking fees.

Consumer

Response:

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

Sincerely,

Review: I have purchased several books from Barnes and Noble for my NOOK. The service and support for my nook and PC software has been awful, resulting in great frustration and wasted times trying to read my books on several devices (PC being the worst). I no longer wish to Purchase books from Barnes and Noble and subsequently deleted my credit card info from the account to avoid fraud and unauthorized charges on my account.

Now it appears I cannot read my books !!!! The Barnes and Noble PC software will not allow me to read my book unless I have a credit card on file. This is NOT acceptable. I purchased these books, I no longer wish to have my credit card on file.Desired Settlement: This company needs to:

Allow me to read my books without requiring a credit card on file.

Refund ALL of my purchases. I will delete the account and find some other form of reading my media.

This company has NO right to insist they have my credit card information for the remainder of my life. These business practices are unethical, unreasonable and creates the possibility of fraud in the future on an account I no longer wish to use.

Review: B&N advertised a special if your ordered their new NOOK glowlight before 2/**/14, you would receive a free $20 gift card. I ordered on 2/**/14 and have never received the gift card. I have had at least 3 customer service chats about the situation, and I was even given 3 email addresses to add to my address list, so they would not go to Junk. I was told in the last chat session that I would receive the card via email within 24-72 hours. When I did not receive, I emailed B&N to actually keep a written record; I was told in that email, dated 3/**/14, the following:

"We're pleased to receive your email. We understand that you have not yet received your $20 eGift card. I am sorry to learn the difficulties that you're experiencing. Let me take this opportunity to assist you with this concern to the best way that I can.

With regard to your concern, our gift card team processed the request to release your Gift Card funds last 03/**/14. Please allow 24-72 hours for this process to be completed."

Today's date is 3/**/14, and I have still not received the gift card.Desired Settlement: I would like for the $20 gift card to be sent as stated above.

Consumer

Response:

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

Sincerely,

Review: On Feb. [redacted] I ordered 4 books from Barnes and Noble, one of which was a pre-order to be released today Feb. [redacted]. I was actually hoping as a large distributor with their stores putting in on shelves today they would deliver it today. Upon following through with the order I was willing to settle for the Friday Feb. [redacted] delivery. Fri. Feb. [redacted] the charge was reversed on my CC so I called customer service to inquire. They assured me it was processing and would be completed Sunday Feb. [redacted] or Mon. Feb. [redacted] and shipped then. Monday, I still have no updates so I call to follow up. I am told it is still in process and should leave the warehouse that day or by Tues. Feb. [redacted], however they told me delivery would be Fri. Feb. [redacted] by 7pm. My order is placed for commercial delivery to my place of work, and I leave work by 5pm NOT 7pm. Today on the [redacted] it still hasn't shipped, so I attempt to call because I am concerned about having one book in particular for my daughters birthday this Friday. I try to cancel, they refuse, then they put me on hold. I finally get a tracking number at 1:08 pm, however it is one they generated and is not shipped yet. I tried calling the corporate office to resolve this at 1:38 pm CST and had to leave a message. I patiently waited for a call back, and ended up calling UPS at 3:30. They informed me the label has been created, yet they do not have it and advised me to contact the shipper to have them drop it off. At this point I am not willing to gamble with what has already been a dropped ball that they have had multiple chances to rectify and already there are significant concerns. I am going to purchase the books I need tomorrow at a local store after this horrible experience and completely unacceptable that they wish for me to gamble on if I get a package, let alone if it will even be delivered by 5pm with my daughters birthday present.

[redacted]Desired Settlement: The order cancelled.

Review: Previously I bought several digital books. I had them in my Nook for MAC as well as my Color Nook. My Color Nook is no longer functioning properly so I went to use my Nook for MAC. My program is no longer on my computer although I did not remove it. My books are no longer on my computer although I did not delete them.

I attempted to access them through Barnes and Noble's web site and the system acknowledges that they are in my library but will not let me download them nor am I able to access them via a Barnes and Nobles web browser/ viewer.

When I contacted the company ( I have a copy of their return email) I was told that my library was available through mobile apps and the MAC program was no longer functional and their web viewer was not updated on June ** (no year) and also was unavailable.

Unfortunately, My vision is not conducive to reading a book on my phone and I do not want to buy a new device simply to read content that I have already purchased. They are discriminating against anyone with vision problems, a protected disability in the US.Desired Settlement: I want to be able to access my purchases or they need to return my money. I do not choose to do business with such a discriminatory business again. .

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com regarding complaint ID [redacted]. It is unfortunate that they consider the needs of their regular customers, the needs of visually challenged readers and my personal needs to access the books I paid for as so inconsequential that they can't be bothered with the time to respond.How sad. This was my final attempt before I write them off as a company to do business with. Sincerely,[redacted]

Review: I rented two textbooks from Barnes and Noble. I returned both of them on 1/*/16. They marked one as received on 1/*/16. On 1/**/16 I first contacted them about the second book. I returned it using their prepaid return label. I asked them if they could track it. At first they told me no. After calling them and emailing them several times, they gave me a tracking number and told me I had to make a claim with [redacted] told me I could not make a claim because the shipping was paid for by Barnes and Noble and they would have to file a claim. I called and emailed Barnes and Noble to inform them. Every time I contact them I get a different response, but nobody will help resolve the issue. I finally spoke to a supervisor named Gail on 1/**/16. She told me they gave me the wrong tracking number and that she would investigate. She said she saw how many times I called and emailed them. She promised to help me and that she would call me on 1/**/16. I never heard from her again. They are now charging me late fees and will not refund them. They refuse to contact [redacted] and make a claim to resolve this situation.Desired Settlement: I want Barnes and Noble to make a claim against [redacted] for a lost package and marked that I returned the book.

Consumer

Response:

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

Review: 5/*/2013 ordered gift nook book for friend. paid $11.10 pljus tax $11.87. book could not be downloaded. (order #[redacted]) called B&N they said they would refund that order and to re-purchase the nook book and try again. 5/**/2013 re-ordered nook book (order #[redacted]) paid another $11.10 plus tax $11.87still unable to download the book. called B&N again. was told would receive a refund for that ebook/nook book. was told something was wrong with the book so could not download. (title=Transendential Meditation) I was told both on the phone and in email that I would receive a gift credit for my trouble. Dr [redacted], to whom I gifted the book received a gift credit of $25.00 I did receive an email told me I would receive a gift certificate. Waited 6 weeks for gift certificate to come. Never came. Called B&N they said accounting showed I had already been credited with my $ so they could not send me a gift certificate as it came in the form of a credit to my bank account. I tried to explain that the 2 credits were because I purchased the book twice. Got nowhere. I have only 2 transactions in my bamk both refunds for my purchase only. one dated 5/** one dated 5 /**. Both email and verbal promised me a gift credit. Contractual both verbal and written. Numerous phone calls, numerous attempts to download this book. I want a credit. I also own a nook book and have made many purchases over time. I do regret the purchase of a nook but Dr [redacted] gifted me the nook. I understand it has been so poorly managed it is going bankrupt and soon we may not be able to get books. Should have gotten a Kindle mainly as this is the 3rd time I've had to write Revdex.com over some B&N fiasco. One final reason is B&N can't seem to figure out if they want to sell books or computers. If I want a computer, I will buy a tower or laptop. Readers can't take to bed that new 'nook' it has out as it's too large. Readers want an ebook to be the size of a book and fits in a purse. I am not surprised B&N will go the way of Borders for incompetence and sloppy vision and understanding of what readers want.Desired Settlement: You promised me a credit, both verbal and in email. So honor that verbal/written contract. Hire someone in accounting that can see 2 refunds are NOT a credit but refunds for my purchases. Else I would have 3 (THREE) transactions in my bank. Not only 2.

Consumer

Response:

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

Sincerely,

Business

Response:

We are in receipt of the complaint submitted by [redacted].

Please reference previous response to complaint ID #[redacted] which is provided below. As confirmed in my response to the Revdex.com, I could not reach Ms. [redacted] directly as a telephone number was not included in her original complaint. I did locate a telephone number for and spoke with the recipient of the order. I advised the recipient that we would be processing a refund for the two orders as he was unable to download them. I also offered the recipient a $25 Barnes & Noble eGift Card for the inconvenience. I did not speak with Ms. [redacted] directly. My communication was made through Revdex.com to Ms. [redacted].

May 30, 2013

Revdex.com Metropolitan New York Attn: [redacted]

30 East 33rd Street, 12'" Floor

New York, NY 10016

RE: lD [redacted]

Dear [redacted],

We reviewed the complaint submitted by [redacted].

We appreciate that Ms. [redacted] has selected Barnes & Noble as her preferred retailer for her eBook purchases. We regret the issues she has experienced while attempting to use the NOOK Book gift feature on our website.

We have reached out to the recipient of Ms. [redacted] gift in order to address the inability to download the NOOK book. We have obtained the information necessary to research the matter further and are currently working on resolving the issue. In the interim, we offered to send a Barnes & Noble eGift Card to the recipient while the issue is being corrected. The recipient accepted our offer and a $25 Barnes & Noble eGift Card was sent on May **, 2013.

We have also issued a refund to Ms. [redacted] for her order placed on May *, 2013. Our records indicate that Ms. [redacted] was previously refunded for the original order placed on May *, 2013. The refunds were issued in the amount of

$11.10 to the original method of payment.

We are unable to speak with Ms. [redacted] directly, as a telephone contact was not included in the complaint. 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.

Respectfully,

Our records indicate that our customer service department did issue Ms. [redacted] $10 Barnes & Noble Gift Card on May **,2013. The gift card was mailed to Ms. [redacted] billing address provided on the order. We have confirmed that the gift card currently has the $10 balance. We have therefore, deactivated the original gift card, and have mailed a new card to Ms. [redacted]' billing address via UPS tracking# [redacted].

In regards to Ms. [redacted] multiple Revdex.com complaints, we did receive a complaint in January regarding a request for a refund for an order which Ms. [redacted] placed for an incorrect title. We confirmed in our response (provided below) that the refund was processed by our customer service department.

January 24, 2012 Revdex.com

Metropolitan New York [redacted]

30 East 33rd Street, 12th Floor

New York, NY 10016

RE. ID[redacted]

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate that Ms. [redacted]· order for a downloadable title was submitted on December **, 2011.

As it was indicated that an incorrect item was ordered, our customer service department immediately processed a refimd.for $8.85 on December **, 2011. If Ms. [redacted] still has not received her credit, she may provide reference

confirmation#: [redacted] to her credit card issuer as proof that Barnes & Noble has issued her refund.

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

Respectfully,

Barnes & Noble strives to provide quality products and services and we offer different size NOOK devices to suit the various needs of our customers. While our newest device, the NOOK HD, is a larger sized unit, we still do offer our NOOK Simple Touch and NOOK Simple Touch with Glowlight for those customers who require a smaller unit.

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: My name is [redacted] and I and my fiancé are huge fans of Funko products. In just a few years I have over 400 pops and she has almost 100. I’m writing today in hopes that you as a company value your dedicated customers buying your products. I have just recently been through hell, and I would like to tell you my story. Not in hopes to get anything free from you, but to educate you on what happened to save other customers the pain in the future. Unfortunately if you go online, many people are also complaining of this very same issue, it wasn’t just us. The recent SDCC figures you had exclusive, Barnes and Noble was absolutely the WORST Company I have dealt with. Not only were the stores bad during this event, customer service was embarrassingly horrible and the end result was unacceptable.

On the [redacted], we as well as many avid Funko fanatics got up early to hopefully buy our one set on the various store sites. Barnes and Noble were very vague about quantities leading up to this day, but supposedly said only one pop, per character. Some stores only allowed ONE pop….and no more. Just one pop total. So instead of fighting the bad stores and fighting traffic and crowds, we went online to try and buy a set. It glitched out EVERYTIME we tried to checkout, so we kept trying. Five times later we come to our horror that Barnes and Noble had charged my poor fiancé $510 on pop figures. EVERY error was actually charging us. And so the one per customer rule was gone because we ended up with like a ridiculous amount of each, which I fealt you need to know about. Bad thing was, their customer service would NOT let her cancel the orders even though they could clearly see it was a mistake on their end. This was minutes realizing of the error…they had not even shipped. So my fiancé paniced making sure money was in her account to cover these.

Next we finally get the 16 different boxes. All sent different ways. Some [redacted]. Some regular mail. Some we had to go pickup. Some were left. Huge hassle. Now we open the boxes. Some shipping boxes looked like they were kicked across the parking lot. Opening them, some didn’t even have packing! No bubble wrap. No paper. Obviously more than half were destroyed, after all this. And now we can’t get the pops we wanted because of paying now for scalper prices online. One pop in question was literally ripped down the front, and shipped that way! It was a horror movie for a collector. And now the poor customer service trying to get these returned is unbearable. I spent over 30 minutes on hold just to get a customer rep, to be put on hold longer for a supervisor. Two nights straight of talking to 5 different leads, all saying different things. They dont even care to keep us as customers, and even stated that the return of her money can take anywhere up to TWO MONTHS! Seriously?! They are even going to great lengths to cover up the issues by deleting the comments and all the negative feedback on their site and [redacted]. But trust me it is continuing to be posted all over. This ended with a supposed person from corporate calling me but never did.....as well as a follow up call that never did. They were supposed to offer something to us for our trouble.....nothing but lies.

Now I wish there was something you could do to make it right for us, being very huge fans of Funko, for the horrible experience we endured. Especially since the pops we wanted now are gone forever. Every year I look forward to SDCC figures, I have never had the opportunity to go in person. So finding these rare gems, makes it special to me.

Thank you for your time. I hope the powers that be get a chance to read this and understand how heartbroken we have been over this issue. I mean I am dropping usually $100 a week on pops myself, between the different lines and mystery mini’s and collector boxes. I’m a good customer, very loyal. I just feel very cheated and not appreciated with this whole ordeal.Desired Settlement: A call from corporate who tries to care and offer something beyond a ridiculous 24 dollars. Over charging us 510 for a glitchy website, stress, gas, coming up with funds to cover the money they took and wouldn't refund. They wouldn't even let us cancel the order. Then packages were ruined. Gas and time off work to get them all. They need to make this right! I'm never shopping with them ever....and I'm spreading the word to many.

Consumer

Response:

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

Review: (I bought this book online so I was not sure what Barnes and Noble address to use, I am from CT)

I rented this book for a online statistics class I am taking at a community college and it said that it was Elementary Statistics Plus NEW mystatlab. order number [redacted]

The code does not work and when I told them I want to return and get a refund for the book they said they do not guarantee the access code will work but it says that it comes with the new mystatlab(which is what the access code is for)

I have not used the book at all, not once as the class has not started yet. I want to return the book and once they get it get my money back. I am a member with them and it is ridiculous I cant get a refund for 50 dollars. I don't have the money to buy another book as I am a college student.Desired Settlement: I want a 100% refund upon returning the book.

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]

I called and spoke to a supervisor about my problem. (This was after I called customer service and was "disconnected"). I then called back and just asked to speak to a supervisor. He said he understood my frustration and complaint but they will not give me a refund.

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

Sincerely,

Review: I placed two orders with [redacted], owned by Barnes and Noble LLC for printed books, my books and the amounts of the orders that were authorized to be charged to my credit card were $21.20 and 25.76, the actual shipping costs were much less and so they again charged my card 17.81 and 13.25 for the same two orders. They absolutely refuse to release the authorizations of 21.20 and 25.76 back to my credit card claiming there is more than one shipment for each order when there is not!!! there was only one shipment for each order which they have recieved and charged my credit card essentially twice for each order. So, instead of only paying them $ 31.06 which is what they charged me total the second time for, I am now out of $78.02!!!! that is fradulent practices!! They also sent me invoices with my 2 orders of books from them that instead of stating 17.81 and 13.25, they state $78.02 and $ 98.25 for two seperate shipments of 5 books each which the total cost really was $31.06!!!!Desired Settlement: This company with their fraudulent practices owe me a refund of $46.96 for the first two charges they made to my account!! I will not be satisfied until they refund my account this amount or release the authorizations they made to my account since they were already paid when they charged my account a second time for a total of $31.06, thereby double charging me for my orders!!! Also if it is not settled through Revdex.com, I am prepared to file a complain and lawsuit through the attorney general's office in federal court!

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. The business after recieving your correspondence, refunded my money.

Sincerely,

Review: The nook device stopped playing of some video. Video came with the nook. The customer service was not able to solve the problem. Their solution to reinstall everything. I performed that several times but it does not help. Once they offered to do refund but later refused to do it.Desired Settlement: Full refund for the videos and compensation for the wasted time.

Consumer

Response:

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

Review: I order a book off Barnes and Nobles website on January **, 2015. I have contact them three times asking for a refund, because I have not received my book. The customer service rep keep telling me that the order was through a third market provider which I order it off there website.Desired Settlement: I would like for Barnes and Nobles to reship this product and send it by [redacted] or [redacted].

Consumer

Response:

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

Review: Joined the book club on the [redacted]. ordered college books also. one was tracked to NJ and never arrived. replacement was ordered and still has not arrived. it should have been shipped overnight on the second order. my son now is three weeks behind on his readings. we ordered thinking a day or so is ok to wait. your company is not reliable for turnover time. your company should be prepared certain times of the year for a push. after speaking to your reps various times, the last one (today) was very condescending. did not like the pity approach. you should train your supervisors how to handle irate customers. Her attitude put me through the roof!Desired Settlement: I would like to receive the book and have a complete refund. order number [redacted]

Consumer

Response:

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

Sincerely,

We received the book in question but not in an adequate amount of time. Especially since we joined their book club which claims a fast turn around time. Since we received book you can close the case. thank you for your time.

Review: Purchased original Nook Hd+ 32g in July 2013, at time of purchase I also bought the additional warranty. One wk later I purchased a second nook HD+ with extended warranty purchased wk later for my mother. On 3/2014, I went into [redacted] store as I needed to use the extended warranty & exchange for another since I spilled coffee on my mine and it wouldn't turn on. (This was guaranteed to be covered at time of original purchase). In march 2014, staff member while helpful & polite was having a hard time with my exchange as the records kept in the stores computer system stated that I never purchased the extended warranty, as well as supposedly buying my nook online at Best Buy for the price if $668,400 in the year 2002. Obviously this info was wrong, and clear to staff that it was wring so he went ahead and exchanged my nook.

I left store, used my replacement nook hd+ for last 5-6 mo with several restore processes and a call to 1-800-the-book as the nook was malfunctioning. I buy SEVERAL books weekly, and plan to move to Amazon Kindle if this is not resolved.

On 7-**-2014, my replacement nook stopped working all-together. While in store, I again received great customer service with friendly staff, however...since they didn't have a refurbished nook in stock they wanted me to pay a difference in price between the 16g & 32g. I explained that I originally bought the 32g, but since store records stated I purchased the 16g, I assume because thats what they gave me as my replacement in march, I was made to pay the difference.

Considering not only was I told my nook was purchased for over $600k online in 2002 , I didn't have much faith in the records the store keeps. In march during 1st replacement, I again was told I had no extended warranty, but this wk on the [redacted], the staff informed me I had an extended warranty on my refurbished replacement (16 g, which I had no idea was only 16 g). In march I asked to buy that extended warranty & was denied since its a refurbished model making it ineligible. On the [redacted] of this month I was offered to purchase a warranty....odd?

Seems that training is needed as not all staff is aware of policy with nook, warranty, & replacements.

I was told that as long as I kept my original box that id never need receipt since serial #s can be tracked by box for warranty purposes.

I feel like I was duped, ripped off etc. After purchasing a 32G Nook HD+, my warranty replacement is not only refurbished but not even 32g which I wasn't aware of and they managed to get away with until the product needed replacement this week. Barnes & Noble mistakes in records & training has cost me time, excess money and a lot of frustration. I called 800 # on 7/** after leaving the store & paying difference in nooks that I shouldn't have based off bad records. The agent with 800# was of no help & eventually I had to end call after getting no where.

My march receipt states I left store with 16g, but the records in store oddly enough have no rescord of my original 32g.Desired Settlement: I want to be compensated for the money I've had to spend, not only for the difference in price of the nook sizes I was was mislead in taking home, but for buying a product and being scammed into another that wasn't what I even purchased. I want to feel like I'm a valued customer when I treat B&N as a valuable company. Not only with my loyalty, but with the amount if money I spend purchasing books. My library size alone shows the money I spend, but whether o send that or not I should be privy to amazing customer service etc by B&N.

Consumer

Response:

At this time, I have not been contacted by Barnesandnoble.com LLC regarding complaint ID [redacted]. and Ive ciontacted them once more directly regarding my Nook HD+ that is causing me ussues and now making charges to my account that I did not make!

Sincerely,

Review: I ordered two books online and one was not released yet so I had to wait for it to come in I called while online ordering and asked if I ordered both would it wait until released one was out before shipping was told no by ([redacted]) she also said I would get a prompt that asks if I want to ship now(of course no prompt) so I proceeded to order that was on 12/*/13 and I did 1-3 business shipping well by 12/**/13 and no book I called and was told that not yet released book was holding up my order so she advised she would cancel and reorder and refund my shipping because I requested next day and she said couldn't do well here it is 12/**/13 and I checked my order and it still says processing so I called now 3rd time and was told it was never cancelled and is still pending but can do it now and ship out....I advised I just wanted to cancel order because I keep getting apologies with no results I made three calls with no acceptable results...will never use again first order # [redacted]Desired Settlement: The second book that was ordered I want for free and shipped for free when it comes in (Prada Plan 3)

Consumer

Response:

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

Sincerely,

Business

Response:

Dear [redacted],

We reviewed the complaint submitted by [redacted].

Our records indicate [redacted] submitted his online order on December *, 2013 for two titles including

a preorder item which is not scheduled to be released until January *, 2014. We do provide customer the chance to select various shipping options on during the checkout process. On the Shipping Optioµs Page, thyoptionto "Send each item as it is available. (At additional cost)" or '.'Send

everything in as. few packages as possible" is provided .. The default option is set to "Send everythlng in a's few packages as possible", therefore if the customer wishes to have the available items shipped sooner, this option hasto be changed to "Send each item as it is available." the default was not changed on [redacted]'s order.·

Therefore the entire order was set to ship on January *, 2013.

Additionally, under the heading "When should I expect to receive my purchase?", we note that "orders containing pre-ordered items will not ship until ALL items are in stock, as indicated in the free shipping details."

All representatives are expected to thoroughly research customer inquiries, and provide clear and accurate information regarding your order. We truly apologize that [redacted]'s request to change the shipping option on her order was not completed. This issue should have been thoroughly resolved

upon [redacted]'s initial contact with us, and we truly regret the lack of follow up. This is not in line with the level of service we are accustomed to providing. Please be assured that this matter has been addressed with the individuals involved, to avoid future occurrences.

In the. essence of customer service, we will waive the shipping fee if [redacted] would like to place a new order for the preorder title; however, we are unable to ship the item free of charge as [redacted] requests.

If [redacted] wishes to accept the offer, she may place her order online and forward the orde number so that call waive the shipping fee accordingly. [redacted] may contact me by phone or email with her information.

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 me should you have any further questions

or concerns.

Review: I have placed two orders

with this company, one in late May and one in late July. To this date I have

yet to receive any of the books which I ordered. I did contact the company

online with my order information, and I haven't received a reply from this company. I would like to have my books sent to me as

soon as possible. I don't see what the holdup is. Please send me my books as soon as

possible. Desired Settlement: I would like to have my

two orders of books sent to me as soon as possible. I have always had my

previous orders sent to me in a timely manner, but as of late, I have not

received these two orders. What has

become of them? Please send them to me.

Review: Purchased a book through B&N website from another seller. Never received book. Contacted seller directly seller is not responsive as a result contacted B&N as this is the business through which I contacted seller. B&N is unresponsive in helping me to resolve my issue. Asking for a full refund of purchase price and shipping charges. Not only is Barnes & Noble not responding to my emails but is doing nothing to help me in resolving my issue with the seller.

Product_Or_Service: Getting Started in the Computerized Medical Office

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Asking for full refund as I had to purchase product at a higher price from another source.

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 have been trying to get a replacement for my Nook HD+ since May 1. I received a certified pre-own replacement HD+, which was defective on May **. I was I could not receive another because they had none in the warehouse. The customer service rep tried to get me to take a nook with less memory and a memory card. The supervisor I talked to next said they had several, she didn't understand why I was told that. On June * I was told I would receive an expedited Nook HD+. It is June ** and I still have not received a replacement. When calling on June **, I was told a supervisor would return my call because the phones were not working properly. I have been told so many things by different people and the issue is still not resolved. I have sent emails to corporate and received a reply one was on maternity leave and given another person to contact. The 2nd person's account sent back a reply, she would be out of the office until June **. I called the corporate office and was transferred. When transferred, I was answered by a voice message. I would like to talk to a "live" person with authority who can settle this issue.Desired Settlement: I would first like to be contacted by a person from corporate headquarters that can get this resolved. After dealing with their customer service for over a month, I would like a new device that has the capability and memory of my Nook HD+ and not a certified pre-owned device.