ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was recently charged a membership fee from Barnes and Noble from my checking account. Since I never signed up for one I called their customer service line (not in US) to cancel and get a refund ( it had been charged the night before ). The person could not find my account but said they would get a manager and call me in 24 hours. Well its been a week...no refund no call back.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Barnes and Noble will not refund me my money or replace my products , I had ordered some books that was sent to the wrong mailing address, my billing address was updated for payment but not shipping address is this a scam or error? Please send me a refund or products you have my money who does this it was pay out of good faith honor your company and do the right thing you just cannot keep my money like that. Thanks!

  Business response

  06/14/2022

  ****** ******** ****** ************ ******** ********************************** ** ********************************************************************** ***** ***** ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by ***************************.
  
  Our records indicate that **************** placed an order on May 20, 2022, for six titles, three of which were free ebook titles which were electronically delivered to ****************** online account associated her email address. The remaining three titles were shipped in two shipments sent on May 20, 2022,via **** tracking numbers ************************** and **********************, to the shipping address provided by **************** at the time the order was submitted on our Barnes & Noble site.
  
  Please be advised that Barnes & Noble made no changes to ****************** order after *************** submitted her order.  Our website checkout process provides a shipping address page and separately provides a billing address page.  While placing an order on our site, there is a final review page where customers are advised to review their orders for any errors prior to clicking on the submit button as no changes can be made once the order has been submitted.  On this review page, the billing and shipping address are listed separately so that customers are able to confirm and edit their entries if necessary.   
  
  While we regret to learn that **************** intended to have the order shipped to a different address, the order was delivered to the address provided on the order.  Furthermore, as the shipments are confirmed delivered by the online tracking details, we have no way to retrieve or reroute the packages.  Without a return of the products, we are unable to process a refund or replacement of the order. ****************** is welcomed to place a new order should she wish to do so.
  
  If **************** should require 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,
  
  
  
  ********* ***** *** ********* ******** ********* ********************** * *********************** **** ************* 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Barnes and noble is selling pre orders that the do not have. I have PRE-ORDERED 2 items in the last 2 months and have not received either one of them. I was under the assumption that preorder was a guarantee to receive the item that's why we preorder. They gave me every excuse in the book. I ordered it and paid in store the day it was released. 1st they tried to tell me it wasn't released then a clerical error before they said "we sold out". I ordered it the day it was available!!!Bottom line is they are selling things they don't have. No big deal get a refund right? Well what that does is allow people to make promises that they can't make good on. So if a company pre-sales an item that they cannot guarantee and collects the money under the false pretense that you will get that item. The company is then free to use that money to build or invest. The problem with that is I didn't choose to buy stock in barnes and noble or agree to an interest free loan but that's exactly what happens. In the end what happens is I have no access to my money that they hold onto. Which in turn makes it so I am unable to obtain the item now because I didn't buy it somewhere else. Why would I? I pre-ordered it. Prices have soared on **** and they sold out immediately. So barnes and noble takes the interest free loan and I have lost my opportunity to get the item.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back on March 22, 2022 (almost 8 weeks ago), I sent an email to Barnes & Noble Press to address an issue with an order that I had just received for 3 different books that I wrote. I work with Barnes & Noble Press to print my self-published books. When I opened the boxes, I received inaccurate quantities of the books (too many for one, and too few for the other two). In addition to missing books, Barnes & Noble Press did a poor job folding the dust jackets on my books (not even close to being centered), and there were also folded pages/dust jackets due to lack of care when they put them in the box.I sent I very detail email on 3/22 letting them know about the missing/damaged books. Since then, I have been "trying" to work with them to resolve this issue. I have sent no fewer that 15 emails trying to get this corrected.Barnes & Noble Press did have their print vendor send me replacement books and dust jackets, but they sent me the wrong quantities despite the high level of detail that I provided to them. The last email I received from them was on May 9 where they indicated they were going to "diligently work on addressing my issue". 1 week later and still no word on status. I would have called them, but they do not provide any other means to interact with them besides email. I am extremely disappointed with both Barnes & Noble Press and Barnes & Noble with their horrible customer support. This should have been such a simple issue to resolve. I did call Barnes and Noble Books to try and get them to help with this issue, and their customer service let me know that there was nothing they could do about this, and that my only path was to send another email to Barnes & Noble Press. I have tried multiple times to get them to work with me, and they continue to not address this with any sense of urgency.Incidents ************* and *************. I opened a second incident because they hadn't responded to my first incident in over 2 weeks!

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I RECEIVED CALL ON 5/12/2022 FROM **** STATING THAT MY CREDIT CARD "******" **** CARD HAD BEEN COMPROMISED OF UNAUTHORIZED ID FRAUD CHARGES WITH OUT MY CONSENT. "BARNES & NOBLE" CHARGHED MY **** CREDIT CARD ACCOUNT# ******* ON MAY 11, 2022 FOR $25.00 MEMBERSHIP FEE AND $59.54 ON 6/12/2021 (REF# *****************)/ STORE# ********************************* AND COMPANY VIOLATED "FAIR CREDIT BILLING ACT"

  Business response

  06/13/2022

  ****** ******** ****** ************ ******** ******************************** ** ********************************************************************** ***** ***** ******** 
  
  Dear ***************************,
  
  We reviewed the complaint submitted by ************************* regarding unauthorized Barnes & Noble charges.
  
  We have record of a store purchase at our Barnes & Noble store in ******, ** on June 12, 2021.  This purchase included two books and a Barnes &******ship. The store receipt shows a read chip scan which indicates the credit card was physically inserted into credit card reader at the checkout counter. 
  
  When the ******ship was purchased at the point of sale,the PinPad advised the annual ******ship fee would be automatically charged to the credit card.  The PinPad contains the following excerpt from our Barnes & Noble ****** Program Terms and Conditions.  This paragraph which must be checked in order to accept the Terms and Conditions and for completion of the transaction: application form contains the following paragraph, above the signature line: 
  
  "I agree to the Barnes & Noble ****** 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 ******ship will not auto-renew.)  I may opt out of auto-renewal any time before the charge, via my ****** account or by calling ************."
  
  As stated in the Terms and Conditions, the Automatic Renewal ******ship 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 ******ship or the form of payment we currently have on file for *****************, in the amount of the current ******ship fee, approximately one month prior to your ******ship 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 his ********************** account to cancel the automatic renewal. To view the complete ******ship Terms and Conditions,please visit: *************************************************************
  Also included in the ******ship Terms and Conditions, under 5. Cancellation;Termination:
  
  You have the right to cancel your ******ship at any time. If you cancel your ******ship, you will only be entitled to a full refund of your new or renewal ******ship fee within thirty (30) days of the purchase date of the new or renewal ******ship or the Automatic Renewal charge date of the ******ship, i) if you did not use your ******ship to obtain an eligible discount or benefit during the new or renewal ******ship term; or ii) if your ******ship was renewed during your current ******ship term and the renewal ******ship term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble ****** Program in its entirety; see subsection below regarding program termination). Subject to the foregoing, you may cancel your ******ship by: (i) calling ****** Services at 1-************, (ii) contacting us at ************************ or (iii) presenting your ****** card at the **************** desk, for ******ships (new or renewed) purchased at Barnes & Noble Stores.
  
  As we did not receive any cancellation requests from ******************, there was a renewal charge processed to ****************** original payment method on May 12, 2022. We have issued a refund of $25 to ****************** original payment method of the May 12, 2022 renewal charge and have also removed the membership from the automatic renewal program so that no further attempts will be made to renew the membership.  However, we will not be able to issue a refund for ***************** original purchase made on June 12, 2021, as this purchase is no longer refundable.
  
  If ****************** requires any further assistance, he 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
  
  
  
  ********* ***** *** ********* ******** ********* ********************** * *********************** **** ******@****** 
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hi signed up for a Barnes and noble membership by a cashier salesperson in *********** ** store on sept 23, 2021. On sept 25, 2021 and again in November ******************************************************************************************* Long Beach. At both locations I was lied to and told I cant cancel the membership for a refund. Upon looking online I realized you can get a refund within 30 days of signing up by calling the customer service hotline. I was not told this by either store. Upon calling I spoke with *****, a manager at customer service, who told me I couldnt get a refund since it was outside of 30 days. I have not used or purchased anything with the membership. She offered to mail me coupons for 15 percent off to rectify the fraud. I would like a full refund of my membership to the card it was paid for with.

  Customer response

  06/11/2022

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

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Barnes and Noble is an ebook provider with which I have purchased lifetime access to over 150 books. They refuse to update their reading app so that customers who have purchased ebooks through them can continue to have access to them. This is the third time this has happened and now I have over 150 books I can no longer access.

  Business response

  04/12/2022

  ****** ******** ****** ************ ******** *********** **** ** ********************************************************************** *****
  
  RE:ID ********
  
  Dear ****** ****,
  
  We reviewed the complaint submitted by *************************.
  
  Our records indicate ****************** initially reported an issue with opening his digital purchases on his **** app for Windows, and we do apologize for any inconvenience this has caused ******************.
  
  Our technology team is aware of the issues related to downloading with the **** for Windows application and have been working to have full compatibility in the near future. We are unable to provide a specific timeframe when this issue shall be corrected. Until such time as the issue is resolved, we offer our customers the option use utilize the **** Web Reader. 
  
  For instructions on using the **** Web Reader, ****************** may visit:
  ********************************************************************
  Please be advised that ****************** purchases are saved in his Barnes & Noble account associated with his email address, and there has not lost any of the titles.  The titles are accessible on any **** device and can be viewed on our **** Apps available on the App Store and the Play Store.
  
  Regarding ******************** request for a refund of his eBook purchases, please be advised that as stated on our Barnes & Noble website ************ under the heading Items That Cannot Be Returned, **** digital content and other downloaded purchases, including but not limited to downloadable PDFs for SparkNotes and Quamut products, Access Codes, gift cards, and shrink-wrapped items that have been opened, are not returnable and therefore not refundable.  We will not be able to issue any refunds for ******************** digital purchases.
  
  Please do not hesitate to contact us should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Barnes and noble has been charging me for orders I didnt cancel. I ended up making claims with chase to get my money back. Now the claims have been reversed and my bank is saying they cant do anything. I contacted Barnes and noble and they said I didnt get charged even thought I did. I need my money back.

  Business response

  04/12/2022

  ****** ******** ****** ************ ******** *********** **** ** ********************************************************************** ***** ***** ********
  
  Dear ****** *****
  
  We reviewed the complaint submitted by ******** *****.
  
  Our records indicate that *** ***** contacted our Barnes & Noble **************** Chat team requesting to cancel his order(s); however, our was unable to locate and authenticate *** *****s order(s).  We show that *** ***** disconnected from the chat when the agent requested *** ***** provide the order number he wished to cancel.  On a subsequent contact from *** *****, an email address was provided by *** *****; however, no orders were submitted under the account.
  
  Upon receipt of this BBB complaint and with the information provided, we were able to find several guest orders placed by *** *****.  This means *** ***** was not signed into his Barnes & Noble online account when placing his orders.  Without the orders numbers and the correct email address, our agents were not able to locate the orders without the order numbers.  The majority of these orders were already shipped prior to *** *****s contact.  We show all the accountless orders were shipped and delivered.  The most recent orders we found were processed and shipped in November 2021.  The orders were processed and charged accordingly therefore *** ***** is not entitled to any refunds.
  
  If *** ***** requires any further assistance, he may contact me at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* 
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the afternoon of Feb. 18, 2022, I purchase a ********************* costing $14.22 including sales tax. Arriving home my wife informed me she had already purchased the magazine. Since I would have to drive 20 minutes to return the magazine, I decided to wait till the following morning to return it. The following morning, I made the drive back to Barnes and Noble after waiting in line to return the magazine, the young man working the cash register informed me they do not accept returns or exchanges of magazines!! When I asked him where that was posted he asked to see me receipt which he turned over and on the back, he proceeded to read out loud when He came to the part to where on the back of the receipt under Return Policy it on the last line of one of the last paragraphs in SMALL PRINT it states "Magazines, newspapers, eBooks, digital downloads, and used books are not refundable nor exchangeable." My problem with this is this Policy is not posted at the magazines nor the cash register and it is in SMALL PRINT hidden in the bottom of the refund policy on the back of the receipt (highlighted)! And you do not get the receipt till after the purchase so at that time it is too late to return it!! There were no creases, marks or damage to the magazine, and you could clearly tell it was not used so there should be no problems returning the magazine within in 24 hours of purchase.

  Business response

  04/12/2022

  ****** ******** ****** ************ ******** ***** ****** **** ** ********************************************************************** ***** ***  ********
  
  Dear ****** ****,
  
  We reviewed the complaint submitted by ********************************* regarding his magazine purchase.
  
  Please be advised our Barnes & Noble Return Policy is primarily provided on the back of our store receipts when retail purchase is made, and online at BN.com, but is also available to all customers upon request.  Our Return Policy states in part "With a sales receipt or Barnes & Noble.com packing slip, a full refund in the original form of payment will be issued from any Barnes &Noble Booksellers store for returns of undamaged NOOKs, new and unread books,and unopened and undamaged music CDs, DVDs, vinyl records, electronics,toys/games and audio books made within 30 days of purchase from a Barnes &Noble Booksellers store or Barnes & Noble.com with the following exceptions:Magazines, newspapers, eBooks, digital downloads, and used books are not returnable or exchangeable 
  
  While we understand Mr. *********** position, the local store will not be able to accept his magazine return.  In the essence of customer service, as a one-time courtesy, if Mr. *********** would like to return for a refund in the form of a Barnes & Noble Gift Card.  If ************************ is willing to accept this order, we will provide ************************ with a prepaid merchandise return label for the return of his magazine should he wish to accept our offer for a refund in the form of a Barnes & Noble Gift Card.  Upon receipt of Mr. *********** return, we will send him the electronic certificate to the email address provided on the complaint.
  
  If ************************ requires any further assistance, he 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,
  
  
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* 

  Customer response

  04/26/2022

  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:

  1.) I did not purchase it from the website so instore policy is not covered by what is online.

  2.) You do not tell people the policy after a purchase which when I buy it and get the receipt you say it cannot be returned!! 

  3.) I did not buy the magazine and have it shipped top me I purchased it at a store and should be able to return it to the store not have to pay return shipping out of my pocket!!

  Barnes & Noble is nothing but a scam and I will never buy anything from them again! And I plan on filing a consumer complaint with the ******** ************************ and the *** regarding this.

   

   

   

   

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

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

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $50 gift card online around November 6, 2021, to be mailed to my address, as a Christmas gift to give to my wife. About a week or so later, after being informed it had shipped, but the tracking information not showing any updates, I reached out to inquire about it. I was told at that time that they would look into it, but was told that if it didn't show up within the next few days, they would consider it lost in transit, and that I should reach out again to replace, refund, etc...The card showed up a few days later, and I set it aside until Christmas. A couple months later, but wife went to use the card, and it was showing up as not activated, so I reached out to B&N customer service again, via chat.I was informed at this time that they had refunded me for the initial purchase (without my request to do so), and in doing so, had removed all funds from the card, without my knowledge. The customer service representative I had this conversation with was not helpful, and borderline rude, trying to cut off the conversation while I was still trying to respond, and offering no solutions other than to suggest that since the card had no funds, I could throw it away (which is not a solution, it's just insulting).I made contact again immediately after this, via email, to explain not only the original situation, but also the bad customer service experience. I received no reply, other than a nonsense 15% off coupon. If they can't be bothered to help me after removing the funds from my gift card without my knowledge, providing awful customer service, and apparently too busy to respond with anything actually acknowledging and solving the issues, then why on Earth would you think I'd want your cheap 15% off coupon?I want some action taken here to solve the issue with the gift card, and with the rude service representative.I've been a paying customer for years, and this is just a huge slap in the face.

  Business response

  03/08/2022

  ****** ******** ****** ************ ******** ***** *********************** ** ********************************************************************** ***** *** ********
  
  Dear ***********************,
  
  We reviewed the complaint submitted by ******************************* regarding his Barnes &Noble Gift Card purchase.
  
  Our records indicate ****************** submitted his order on our Barnes & Noble site on November 3, 2021, for a $50 Barnes & Noble Gift Card.  We show the gift card was processed and was shipped on November 4, 2021, with an expected delivery date of November 10, 2021.  We apologize ****************** did not receive his order within this timeframe. 
  
  When ****************** chatted with our ********************* on November 10, 2021, to check the status of the gift card which was not received, our customer service chat agent suggested ****************** wait until November 15, 2021, to receive his order. It appears that once the chat session was concluded, the agent incorrectly submitted a refund request.  The funds were subsequently removed from the gift card and the refund of $50.95 was processed to ***************** original method of payment on November 16, 2021.  We agree that no action should have been taken until hearing again from ******************.  Furthermore,we will be addressing this issue with the agents involved.
  
  While we sincerely regret the inconvenience this has caused **. and *******************, we are unable to return to funds back to the gift card as ****************** received a refund back to his credit card.  In the essence of customer service, we would like to offer ****************** a $25 Barnes & Noble Gift Card as a token of our regret.  We are sending the electronic certificate to the email address n ****************** used on his order.  Again, we are truly sorry for *** and ****************** experience.
  
  If ****************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* ***** *** ********* ******** ********* ********************** * *********************** **** ************* 
  

  Customer response

  03/10/2022

  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,
  
  *******************************
  
  
  
  
  
  

*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. ↩