ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put an order through Barnes and Noble this past Monday as a guest on their website. I did not get a confirmation order, it said they would send a confirmation email. I paid $25 with a gift card and the rest with ******. I did not recieve a confirmation email but on ****** it says authorization in progress. It's pending through ******, it's pending through Barnes and Noble. I tried emailing the company and giving them all of my information and they said there's nothing they can do. I didnt even get an explanation as to why it is pending. Is it because they're our of stock of my items even though the website said they were in stock, does it generally take a long time? I just want to either have an explanation and timeframe or a refund. I don't want to be toyed around on something so stupid. This is the first time I've shopped Barnes in Noble in years and this will be my last. Either please give me an explanation and time frame or give me my refund. My name is ****** *****. Address,:, ****************************************. Email address ******************* phone number **********. In today's world one of these has to work for looking up my order on a professional level. Thank you!

  Business response

  10/17/2024

  ****** ******** ****** ********************* ***** ******* ********** ******************************* ****************** ********* ** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ****** *****.
  
  We have been unable to locate an order for *** ***** with the information provided in the complaint.  We have conducted searches using the name, telephone number and email address provided; however,we have been unsuccessful in our search.
  
  To aid in our research, we would like to obtain *** ****** ****** Authorization ID for the ********************** & Noble transaction, and the complete gift card number which *** ***** applied to her order.  We have attempted to speak with *** ***** and have left a voicemail with our direct contact information. 
  
  ******** may reach us directly on ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* *****
  *********** ******* ********
  *****************************************************************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I paid Amazon Prime KDP $1080 to have my novel, The Treasure Boy, to be placed in 220 Florida stores. I signed a contract with ****** February 25th of 2024. Still my novels are not in the stores. The contract goes till Feb. 24th of 2026. B&N also sent me 1 cent to my checking account, to verify if it was my account. All a person can buy of The Treasure Boy is an EBOOK. No one I have talked to at Amazon or at B&N can give me a straight answer. All I get are POSSIBLE REASONS for the books not being in the stores now. Please help me BBB. I am 76 years old and this is the biggest deal I have ever made, and it is turning into a failure. In the process, it is causing me great stress. The Christmas season is approaching and my heart will truly break if we go through that season without my books being on their shelves. Thank you for your help. Sincerely, **** ********

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The 30% off wasn't honored and the item isn't shown on their website even though there is multiple of the item on their shelves so the company claims they can't do anything to honor a minor 30% off of collectables in store or online. The item is in a shelf labeled collectables which is what the sale is for, they made a mistake by either not posting it online or in barnes and nobles system so I have to suffer when my son's birthday is tomorrow and i wont be able to get him what he wants. Not only that I've been here for about two hours now when I came for a ***************************************************** store and over the phone. I didn't make the mistake and they should honor what sales the company says they are going to do. Only reason I drove 30 minutes out of the way. I usually wouldn't care but they have been more than rude and made me late for work as well as my son not having a gift for his 4th birthday. More than half of the items it says are on sale in store and online aren't on sale in store. I just want ******************************************************************************************* whatever it is on their end. I have to suffer for an issue they are having. If there is a way to call the BBB I would like to do so. They haven't tried anything to help with a small discount that the corporation claimed to have available. It was Tuesday Sept 3rd 2024 at 11 am. I have spent lots of money there for over a decade, and it's a shame they aren't helpful in fulfilling there end of the deal. I have the money but I came here for the reason it said the item was on sale. False advertisement not honoring a sale and after calling multiple times to managers in a corporate office I was just hung up on and basically told tough luck.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company has been taking a yearly fee from me for a few years, always in July. I didn't think much of it until I was told by friends that this shouldn't be happening. On Saturday July 13th I called to cancel my membership. I was told by '*****' that they had no record of me by name, phone number or email address. I even gave additional phone numbers and email addresses. He said I didn't have a membership with them. I asked then how have they been taking money out of my account yearly? He said he didn't know and asked the last four digits of the credit card that has been charged. I told him and he told me I can 'rest assure' that my card wouldn't be charged. I asked for an email confirmation but he said again that I can 'rest assure' my card wouldn't be charged and he couldn't email me because they have no record of me. I believe the same day I went on their website and opted out of my supposed membership. On July 16th ******* from customer service emailed me asking for additional information because they had no record of me. I gave him all my info with an alternate email address. I will attach the exchange. Today I asked for an update. No response as of this complaint. Wasn't sure how to handle or if I should try calling the store. Being that apparently I don't exist to them, how have they been taking my money for years? I did not keep track of my membership ID but I've received emails from them over the years. Please advise.

  Business response

  08/08/2024

  ****** ******** ****** ********************* ************************************ ******************************* ****************** ***** ********
  
  Dear *******************************,
  
  We reviewed the complaint submitted by ********************* regarding a Barnes & Noble charge.
  
  Upon receipt of *** ****** complaint, we reached out to ************** to obtain additional information to aid in our research as we were unable to locate a membership with the details provided in the complaint.  With *** ****** assistance we were able to locate a Barnes & Noble Membership issued to ********* daughter.  We have issued a refund to *** ****** original method of payment in the amount of $26.50 on July 23, 2024.  We have also removed the membership from the automatic renewal program so that no further renewal charges can be processed going forward.   The membership will expire on August 12, 2024.
  
  When the Membership was purchased at the point of sale, the PinPad advised that the annual Membership fee would be automatically charged to her credit card. The PinPad at the point of sale contains the following excerpt from the B&N Member Program Terms and Conditions.  This paragraph must be checked in order to accept the Terms and Conditions and for completion of the transaction:      
  
  "I agree to the Barnes & Noble Member Program Terms & Conditions.  My membership will be automatically charged annually, 30 days before expiration,to the credit/debit card (except a debit card requiring a PIN) from todays transaction. (If Cash was used, the Membership will not auto-renew.)  I may opt out of auto-renewal any time before the charge, via my BN.com account or by calling ************."
  
  As stated in the Terms and Conditions, the Automatic Renewal Membership fees will be billed annually and automatically to the credit or debit card (other than a debit card that always requires a PIN) ************** provided when she enrolled in Membership or the form of payment we currently have on file **************, in the amount of the current Membership fee, approximately one month prior to your Membership expiration date.  Once a membership is enrolled in automatic renewal, Barnes & Noble will make the attempt to charge the credit card on file each renewal period.  The only way the renewal process can be halted is for ************** to contact our customer service or sign in to her ********************** account to cancel the automatic renewal. To view the complete Membership Terms and Conditions, please visit:  B&N Membership Program Terms & Conditions | Barnes & Noble(barnesandnoble.com)
  
  Additionally, the Terms and Conditions provides details for cancelling a Barnes & Noble Membership under section 5.CANCELLATION; TERMINATION, which states:
  You have the right to cancel your Membership at any time. If you cancel your Membership, you will only be entitled to a full refund of your new or renewal Membership fee within thirty (30) days of the purchase date of the new or renewal Membership or the Automatic Renewal charge date of the Membership, i) if you did not use your Membership to obtain an eligible discount or benefit during the new or renewal Membership term; or ii) if your Membership was renewed during your current Membership term and the renewal Membership term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble Member Program in its entirety; see subsection below regarding program termination). Subject to the foregoing, you may cancel your Membership by: (i) contacting us at help.barnesandnoble.com, or (ii) presenting your Member card at the **************** desk, for Memberships (new or renewed) purchased at Barnes & Noble Stores.
  As we received no previous cancellation requests from the customer, the account was automatically renewed in accordance with the above terms. To reiterate, the current renewal fee has been refunded and the account will automatically expire on August 12, 2024.  ************** thanked us for following on the matter, and she has been provided with our direct contact information should she require any further assistance.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****
  Sr.Consumer Affairs Advocate
  ***************************************
  
  
  
  

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order# ********** This order was marked delivered Tues July 9th and I still have not received anything. My wife and I were home all week and we were never made aware of any shipment or even communication from the courier or Barnes and Noble side. On July 14th I reached out to customer service and my agent let me know my shipment has been lost in transit and offers me the choice of replacement/refund. We proceed with the latter and a day later, I have yet to receive any email so I reach out once more. Attempts to arrive at a solution were turned away by Barnes and Noble customer service. Call after call, representative after representative. I already reached out to the shipping company who corroborated the information the rep on July 14th gave me. Overall, a very messy situation and experience and I am still out the order total of $334.91

  Business response

  08/08/2024

  ****** ******** ****** ********************* ***** ***************************** ******************************* ****************** *** ** ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by *********.
  
  *** ** placed an order on our Barnes &Noble site on July 5, 2024.  We show the order was processed, shipped, and delivered to the address provided by *** **.
  
  We show that a confirmation email was sent to ************ to confirm the shipment of Lasership tracking # ***************.  According to the online tracking information, the package was delivered on July 9,2024.  We received a contact from *** ** advising non-receipt of the package, an investigation was launched which resulted in the confirmation of the delivery of the package.
  
  **ntrary to *** **s claims, several emails were sent to *** ** regarding the statuses and updates on his order, including a shipping confirmation email generated on July 8, 2024.  We further show several contacts from *** ** on July 12, 2024, to our customer service dept.  In the first three phone calls, *** ** was advised of the delivered status of his order.  *** ** then contacted our online chat who advised *** ** that the matter would be researched, and he would receive an update via email.  A second chat contact shows that *** ** was referred to and given the telephone contact for our Sales ********** who were researching the matter. 
  
  On July 12, 2024, after a thorough investigation was completed, an email was sent to *** ** including a picture from Lasership confirming the delivery of his order.  *** ** was at that time advised that a refund would not be issued for his order.
  
  Please be advised that considering the circumstances, we will not be able to offer *** ** a refund for the order which has been confirmed as delivered.
   
  Respectfully,
  
  
  ********* ***** *********** ******* ******** ***************************************
  
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date Of Transaction: 05/07/2023. Amount: $94.55 USD - $139.79 AUD.I had ordered three books:A Word so Fitly Spoken by ******** House of Earth and Blood (B&N Exclusive Edition) (Crescent City Series #1)by ********************** House of Sky and Breath (B&N Exclusive Edition) (Crescent City Series #2)by ********************** A word so Fitly Spoken had arrived to the wrong address and we had never gotten it so they gave me a refund.However, for the other two books, they claim that i was "Refunded" the entire thing which i WAS NOT. And never shipped the books. I am still $100 out of pocket with not books being sent as i had updated the address.I have tried to solve this on multiple occasion over 1 year and they are still refusing to give my money back or send me the books that I PAID FOR.

  Customer response

  08/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ********* ****
  

  Business response

  08/08/2024

  ****** ******** ****** ********************* ***** ****** ******** ******************************* ****************** ***** ********
  
  Dear ****** *********
  
  We reviewed the complaint submitted by ********* ****.
  
  When an order is placed through our web site, the credit or debit card is authorized, not charged, for the full amount of the order. This authorization puts the funds on reserve, which most card-issuing banks release after a seven-day period.  Please be advised that all authorizations are funds held by the card issuer and are not actual funds received from the customers financial institution.  When an order is cancelled, we immediately release the authorization.  This information is explained on our websites Helpdesk found here: Credit Card Payment Authorization Barnes & Noble (******************)
  
  Our records indicate *** **** placed an order on our Barnes & Noble site on July 5, 2023, for three titles, one title which was available for immediate shipment and two preordered titles which were scheduled to be released on 9/26/2023.  We can confirm an authorization for the full amount of the order was confirmed in the amount $94.55 on July 5, 2023, to ensure the funds were available for the purchase. 
  
  On July 10, 2023, the available title was shipped to the shipping address provided by *** **** and a charge of $35.57 was processed at the time.  We anticipated delivery of this shipment no later than July 26,2023.  We show that a refund was subsequently issued in the amount of $35.57 on September 1, 2023, as the order appeared to be delivered to the wrong address.
  
  We further show that on September 26, 2023, Barnes & Noble attempted to obtain an authorization for the remaining two titles as we were preparing to process and ship the preorder titles.  Unfortunately, the preauthorization attempt was unsuccessful.  An email was generated to *** ***** advising him we required him to update his payment to prevent cancellation of the items. As we did not receive a response from *** ****** the remainder of the order was cancelled, and he was not charged.  A notification was sent to *** ***** on October 3, 2023.
  
  In light of the situation described above, Barnes & Noble does not owe ******* a refund.  We have made several attempts to explain this to *** **** that he was not charged for the two cancelled items, and that ****** should be able to confirm this for him.  We have already requested documentation which he has not provided.  If *** **** can provide us with documentation from ****** showing a charge for the two cancelled items, we will gladly look further into the matter.
  
  If *** **** requires any further assistance, he may contact us directly at ************* M-F 9am -5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  
  ********* ***** *********** ******* ********
  *****************************************************************
  

  Business response

  08/21/2024

  ****** *** **** ****** ******** ****** ********************* ***** ***************************** ******************************* ******************
  
  RE:ID ********
  
  Dear ****** ********,
  
  We reviewed the follow up complaint submitted by ********* ****.
  
  We thank *** **** for providing us with the additional ****** documentation regarding his Barnes & Noble order.  To reference the ****** screenshot provided by *** ****, please note that ****** clearly denotes the $94.55 transaction as an authorisation, as opposed to the paymenttransaction which was subsequently refunded.
  
  
  
  Please note that the screenshot provided by *** **** does not indicate a payment for the $94.55 to Barnes & Noble. The screenshot confirms that Barnes & Noble has only received a single payment of $35.57 which was subsequently refunded.   The authorization that *** **** disputes was released.
  
  To confirm this information, we have reached out to ****** directly regarding ******** transaction with Barnes & Noble. According to ******, the authorization is currently expired, and we are not holding any funds at the momentPlease note that ****** authorizations automatically expire after 30 days if no action is taken.  If the customer wishes to verify this information, they are welcome to contact ****** customer service. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  
  ********* ***** *********** ******* ******** *****************************************************************

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good Morning,
  
  Whilst we understand Barnes and Noble may think there was an "Authorisation" that was actioned when the order was first submitted, this is sadly not the case at all. We have previously tried to explain this to Barnes and Noble on several occasions. Our records clearly state that not only did the money come out of a (1. Bank Account), but was also processed through (2. ******). This payment was ("Cleared and Processed") to Barnes and Noble.
  ****** has no action towards this complaint of the order as the money was sent directly to Barnes and Noble at the time of ordering.
  
  The screenshot Barnes and Noble are referring to is for the one book that was actually shipped out to the consumer but then lost in transit. Not the other two books that are still missing.
  
  We really hope that Barnes and Noble can understand what happened and refrain from ("Theft") in the consumers department. We have tried to work with Barnes and Noble over the past year just for the one order that was fully paid for but never delivered the product. Most reviews about Barnes and Noble can show a clear picture that this has happened to other consumers as well and it's enough evidence to bring forward a Fraud case in the light of Court. If Barnes and Noble wish to fix this mistake and truly work with the consumer on this matter, then they may contact us as we will be lodging this Fraud Case today ("Can be withdrawn upon receiving a confirmation email from Barnes and Noble about the order that they will finally fulfil"). 
  

  Again, if you have any questions. Please feel to reach out.
  
  
  Regards,

  ********* **** ***** ****
  

   

   

   

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

  
  Sincerely,
  
  ********* ****
  
  
  
   
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My published books had been listed on their website for years.Without any notification they were taken down. I am requesting that these be made available again on their site. Thank you.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Barnes and Noble has a contract with Rakuten to provide cash back on purchases. They are not fulfilling that contract, and when I put in the total manually, I am being targeted by having my data "not fulfill the verification process" so that I am made to feel as if I am a criminal. Because of Barnes and Noble's action, I have lost being able to pay offered prices for book that are temporarily on sale.

  Customer response

  08/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Barnes & Noble, **** has been resolved.
  

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

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your store #**** displayed a Velo **** de *************** from 2023. We purchased it, not knowing it was old. The magazine had a display until October 2023 notice but it was still available for purchase when we bought it on 6/30/2024. When we tried to return it, we were told that they wouldnt provide a refund or exchange, despite the stores error in displaying a magazine from a 2023 event. After submitting this request to your corporate office, I was told the stores decision was final. Im writing got request a refund for *****. Im attaching a copy of my receipt. Please let me know when youre able to process this refund request. Thank you.

  Business response

  08/08/2024

  ****** ******** ****** ********************* ***** ****** ***** ******************************* ****************** ***  ********
  
  Dear ************,
  
  We reviewed the complaint submitted by ************************* regarding her magazine purchase.
  
  As a one-time courtesy, we will accept ****************** return for a refund in the form of a Barnes & Noble Gift Card.  If **************** is willing to accept this offer, we will provide ****************** with a prepaid merchandise return label for the return of his magazine.  Upon receipt of the return,we will send ****************** the electronic certificate to the email address provided on the complaint.
  
  If ****************** requires any further assistance,she may contact me at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact us if you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* ***** *********** ******* ********
  ***************************************
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did not make a purchase. Someone hacked into my account.I received an order I did not make.I am letting the company know that my account was hacked and my information was misused.

  Business response

  08/08/2024

  ****** ******** ****** ********************* ***** ******************* ******************************* ****************** *** ** ********
  
  Dear *******************,
  
  We reviewed the complaint submitted by ***************************.
  
  We can confirm that there has been no online order submitted via *** ******* ****** account.
  
  Upon receipt of the complaint, we immediately reached out to **************** by telephone.  We confirmed with **************** that there were no orders showing in our system.  In an effort to locate the order in question, we requested details from the shipping label; however, *************** was not forthcoming with any information.  We provided our email contact and requested that **************** forward us a picture of the address label for further research.  To date, we have not received heard back from ***************.
  
  We would still like to research this matter fully.  **************** may contact us directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
   
  Respectfully,
  
  
  ********* ***** *********** ******* ******** ***************************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩