Anonymous
map-marker Tempe, Arizona

Going down

Hadn't been to a Barnes and Noble in a long time. What a disappointment . Store needs updating, large empty areas, removed all seating. That made me the most irritated. Really, you can't even relax and read or even try to decide if you want to buy the book. It was hot too. I get the impression they don't want people in the store long. I couldn't wait to leave. Couldn't browse with books in my arms. No computers to look up information myself. They really need overhaul. Stop worrying about selling coffee and snacks and put the seating in the store.
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Reason of review:
Poor customer service
1 comment
Guest

I agree! While the store in my area has comfy sit-in areas, I'm disgusted that B&N now feels the need to sell adult beverages in their stores.

This is really great for young kids, right?!?!

Their website is all messed up - I have membership and I can't even read samples so I can see what I'm buying. I'm really disgusted with B&N in the past year.

Anonymous
map-marker Chester, South Carolina

Review in Shopping category from Chester, South Carolina

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I ordere a book and they asked if I would like it shipped and delivered in 4 days for $3 extra so I did and it still came 6 days later with regular shipment They are cheating customers offering this false service. And charging me for a service they had no intention on doing what was right. Will never use again. Books a million is at least a truth and honest business. Will shop there no matter what the price best time. Barns and nobles big disappointment Do not use. Buy elsewhere
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Reason of review:
Problem with delivery
Anonymous
map-marker Boston, Massachusetts

Review in Shopping category from Boston, Massachusetts

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Used to be a member. That was before Nook. 1) Used to get on- line coupons for books, no more only nook! 2) Sometimes they don't even stock the paperbacks. They want you to buy nookbooks! 3) I bought a book for my Nook to take on a trip. Downloaded sucessfully at home, but when I got to my destination I could not read my book because I do not have internet access at this location to enter my credit card info again. Thanks for nothing Barnes and Noble. 4) New plan is to buy books via Amazon and use the Nook for downloads from my local library.
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Reason of review:
Bad quality
Anonymous
map-marker Malvern, Pennsylvania

Short Review on June&nbs-04:00;30,&nbs-04:00;2016

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Incorporated ALL their large print books that were in a section all my itself into books by author. Does not make sense!!!! Public library it is from now on for books. Just lost a customer.
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Pros:
  • Some staff members are very helpful
Cons:
  • Unethical
Anonymous
map-marker Santa Ana, California

B&N membership is a complete rip-off

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They spelled my name wrong for my membership account, my email address wrong and an outdated phone number, but they are still able to bill my credit card just fine. Tried several occasions to cancel, but getting put on hold indefinitely (1 hour plus) is too much time. Calling my credit card company to fight these charges since it is too challenging to cancel it. Was on the phone with 2 different supervisors, they are unable to help me after one hour. They still have not updated the correct spelling of my name and phone number or even given me my membership number.
View full review
Loss:
$200
Cons:
  • Horrible customer service
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

Failure to Honor Transaction

I preordered a paperback book in March. In July, two weeks after the release of the book, I received an email stating that they could not fulfill my order because "that is no longer scheduled for release". What they did was remove the paperback version (which has been released and is available on sites like Amazon) and replaced it with their Barnes and Noble exclusive of the item. When I called, they told me it was canceled because they had "none in their warehouse". That defeats the purpose of pre-ordering in the first place. Instead of honoring my preorder, they just canceled it and think I should be satisfied since my money was returned. I will no longer be ordering preorders from Barnes and Noble if they're unable to honor these transactions.
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Reason of review:
Problem with delivery
Anonymous
map-marker Perth Amboy, New Jersey

Barnes&Noble.com....So Over Them!

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I had 3 separate transactions with them. And interestingly enough they no longer let you post feedback for THEM or for marketplace sellers through THEM! I have done everything in my power (email them, chat with them, call them etc.) and nobody knows anything. No offense but it's like the blind leading the blind. No answers. Nothing. And still not able to leave any feedback. Don't I have a right to be upset about this.? I bought from them and from sellers through them. Shouldn't I have a say about how the transaction went???!!! I am beyond upset with this company and I think truly they are on their last legs. Have you seen their prices?!?! Just about as ridiculous as SEARS who is on their way out as well. And obviously they are through listening to what their customers have to say. So....I'm done with you Barnes & Noble. I give ya another 1-2 years most at this rate! Thanks for not listening.
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Cons:
  • Too long shipping items
  • Service
  • No feedback option
Reason of review:
Lack of feedback and deleting my previous orders so no possible way of leaving feedback now.
Anonymous
map-marker Laramie, Wyoming

B&N Textbook Rental Fiasco

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I rented a textbook from B&N. When I returned it I was *** and returned it with two other textbooks. They somehow only received the two cheap textbooks but the expensive one was not received despite them being in the same box. I spent hours and hours and hours on the line with customer service. I paid for the book over and over and over and over and over. Finally I was told the matter was resolved. They sent me to collections. I paid five installments from $25 to $75 and they sent me to collections. I am giving up my beloved Nook at looking at Kindle and Amazon. At least they are honest with the customers. I am so disappointed with B&N. They went from a great company to a punchline in a bad joke.
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Pros:
  • Way they used to be before they became cheap
Reason of review:
Problems with payment
Anonymous
map-marker Manhattan Beach, California

Baaaaaad customer service

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(1) Ordered a book that was sold as new, came as used. (2) Returned that book to the "Marketplace" seller -- that seller was quite gracious, emailing me several times to keep me updated on the status of my return. Seller notified me that they notified BandN on April 8, and that I should hear from BandN in a week or so. (3) Gave up waiting on April 23. Emailed BandN requesting update on status of return. Email instructions said I would her back in 24 hours. (4) 48 hours later, nothing. Used live chat to request an update on my request for an update. Was disconnected from chat twice, transferred to a different chatter without transfer of the conversation, spent a long time (20 minutes) with them only to be told to call customer service. (5) Called customer service. (6) My refunds (yes, plural refunds) were processed April 8 but they didn't email me to notify me. (7) Refund was divided by three, then credited to my credit card, my one gift card, then another gift card. (8) Yes, they can consolidate the gift cards, but only by request and it takes a few days. (9) They said they never cash out gift cards, even after I told them that's illegal and they put me on hold to check with his supervisor. I will be cashing them out at the brick-and-mortar per the laws in my state. See what happens if they try to turn me down! (10) I will buy through AMAZON from now on.
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Cons:
  • Hard to find what i wanted
  • Horrible customer service
  • Hard to compare products
Reason of review:
Poor customer service

Preferred solution: Consolidate my gift cards and/or cash them out so I never have to deal with your company again.

Anonymous
map-marker Eau Claire, Wisconsin

I wont pay to returned books damaged in shipping

I ordered some books from Barnes & Noble, they were shipped in a box with an uninflated air pack bubble,1 hardcover & 1 soft cover. The softcover was destroyed in shipping, I called them and they sent me a replacement with a return address label.I called and told them I received an address label only,not a prepaid shipping label.

I was told by the very difficult to understand woman that "of course you have to pay to return book".I told her I already paid for the book and shipping to me ,it was not my fault that it was not packed properly. She said "you pay to return" - NOT going to Happen,no more B&N for me

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Reason of review:
Damaged or defective
3 comments
Guest

Everysingle book i've oredered on-line arrives damaged. Corners smashed in because zero packing was added.

its infuriating!

i can't believe they do this given how agressively Amazon is "eating their lunch".

the pack like they are purposefully trying to loose the business.

Guest

Problem solved-I called again and was told they would send a shipping label for return ,first agent gave incorrect information

Guest

Dispute the charge---I assume you used a credit card as a responsible purchaser. You may be denied, but it will cost B&N a $25 dollar dispute fee imposed by Visa, etc.

And, of course buy your books at Amazon.com or Edward R. Hamilton out of Connecticut. They have a website and a ton of books at very very reasonable prices. Go to edwardrhamilton.com and request a free catalog.

You can order either online or by mail. A great company.

I only buy my books thru Hamilton or Amazon nowadays. Good reading.

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Anonymous
map-marker Cranford, New Jersey

Dvd Review from Cranford, New Jersey

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I ordered two seasons of True Blood. The first and second. The first season was with Barns and Noble, but it's sent from Goodwill Vancouver WA. The DVD I got was a diet video, not the season 1 of True Blood. Another store sent the second season I requested. I can't get a answer on what they will do...if anything. This was my first time using Barns & Nobel for dvds. I'm very unhappy with my purchase, well half of my purchase. I have no idea what happened with my other order? I didn't know my order was split in half and coming from other company's.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Miami, Florida

Coffee shop issues

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The staff at the Barnes & Noble coffee shop that seems to manage or clean up (the older people, like the lady with the short black hair, whom is very old), are very very rude. The people that serve are usually very kind. This one particular lady closes shop 45 min. early and throws dust at everyone's feet. The desperation to close is heavy felt by her mean stares, and her actions. I have owned several businesses and I know everyone wants to go home, but I also know Customer Service comes first! And no one closes 45 min. early. She needs to change her attitude and ways, or B&N is going to suffer the consequences....which I would hate see done! This place is too valuable to allow a few bad apples. Another one which I think may be in management is a lady on the older side with long black hair whom also goes around like a mad woman, asking if your gonna purchase your items right now, because soon the store will close...(I checked my phone, and watch and it was 40 min. till closing). The rest of the evening she seemed to be circling around like a shark around us....not nice. Please help your customers continue to adore this place!!
View full review
Pros:
  • Your selection of books
  • Store hours are great
  • Some staff members are very helpful
Cons:
  • Management lady not nice
  • Customer service at the coffee shop
Reason of review:
Poor customer service
1 comment
Guest

Throws dust at your feet?? Suuurrrrreee ....

Your tale sounds quite creative, however, reading between the lines it is apparent you are the kind of customer who frequents the store late in the evening, right before closing, and likely has had to be told to leave in the past. Clean-up duties normally begin BEFORE closing time at most cafes.

If that bothers you, simply arrive and leave earlier. And if you have such a dislike for the workers, perhaps dont return at all as the feeling is probably mutual.

Anonymous
map-marker Raleigh, North Carolina

Barnes And Noble - Ultimate Sherlock Holmes Collection Dvd Review

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Barnes And Noble - Ultimate Sherlock Holmes Collection Dvd Review
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I tried to order a boxed DVD set of Sherlock Holmes with Jeremy Brett on Barnes and Nobles website that showed an advertised online price for the Ultimate Blu Ray edition of the set of $97.99, but it immediately jumped to $299.99 in the cart! I emptied the cart and tried again several times, only to see the price TRIPLE like this each time!! This is an illegal Bait and Switch tactic designed to defraud unwary customers! Why aren't they in jail for this??
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Reason of review:
Poor customer service
Anonymous
map-marker Edison, New Jersey

Barnes And Noble Customer Care Review

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Horrible customer service at the Menlo Park Mall B & N, Edison, NJ. Only one register open when there were 9 people in line. Cashier kept looking but never called for backup. When we complained, he seemed to ignore us. Only reason we stayed was because my husband can only find this magazine here. I put my stuff on the end counter and didn't purchase them. Lost a sale.
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Reason of review:
Poor customer service
Anonymous
map-marker Redmond, Washington

Could not submit review

I tried to submit a review on a book but was unable to get it to accept my comments. The only "error" message was "Guest".

Why can't users enter reviews? I have signed into a valid account. What's going on?

And forcing everyone to enter eighty full words to get the complaint to be accepted is exceedingly silly, ridiculous and, shall we say inefficient, arrogant and typical of how Barnes and Nobel don't understand how to treat customers. Perhaps that's why their stores are disappearing...

View full review
Loss:
$25
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

12 comments
Guest

I logged out and logged back in after a few minutes and the Guest error message resolved itself. From now on, I'm just going to have to remember to Control-C in case it happens again!

Guest

I got the red guest error trying to post from my phone using Safari but had no errors posting from the Google app.

Guest

I have this issue and I'm using Chrome. I'm not going to switch to another browser so they can just deal without my review. Doesn't bother me any...

Guest

I experienced this as well. I was signed in and trying to review an ebook I have already purchased.

It gives the same error "guest". Switching to Microsoft Edge (*shudder*) fixes the problem.

Barnes & Noble is always looking for new and interesting ways to infuriate their few remaining customers.

Guest

I'm getting this same error in Firefox. It's not too few words with me, I suspect it might be too many words but whatever it is, it's annoying.

Guest

i ordered a book on 11/2/2017.

I found out today, 11/8/2017, that it will not be here until 11/24/2017, about a week late for a gift.

I tried to cancel the order but got some gibberish about the book coming from a 3rd party seller and I would have to wait for it then return it.

What a load of hooey.

Guest

It seems to be a chrome problem. I've had problems as well with the guest thing too.

Downloaded Firefox and was able to leave my less than happy review for the good people at B&N. Hope this helps

Guest
reply icon Replying to comment of Guest-1197165

Thanks for the help. Using Chrome and could not get my review to go thru on Barnes and Noble either. Just switched to Microsoft Edge and had no problems.

Guest

I have the "guest error" in chrome but not safari.

Guest

If this is still an issue with anyone.. I was having this issue as well, using Google Chrome.

I closed and used a different browser (Microsoft Edge) and was able to post without the "guest" error message.

Hope it helps!

Thanks!

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