ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an ongoing issue trying to self publish my hardcover book on the Barnes and Noble website. It has been showing as processing for a number weeks now. To make matters worse the only time Barnes and Noble pays attention to my issue is when I write a negative review. Then they very disingenuously offer to help and when I explain the issue there is no follow up from them whatsoever. They are awful. My hardcover was originally published with the incorrect ISBN. My formatter chose the free ISBN number without checking with me first. I had already purchased 10 ISBN's from ******. I have called Barnes and Noble and without even asking for my phone number they said they would have someone call me back in 48hours. I had to ask..don't' you need my phone number? That was a week ago. I posted a negative review on ********* They asked about the issue. I explained it they never got back to me. I wrote to investor relations over a week ago. No response. I filed a complaint on consumer affairs. Barnes and Noble responded asking what the issue was. I explained it and they never got back to me. This was 3 days ago. It is very clear that they could care less about their self published authors. I would like my hard cover posted with the correct ISBN. I can only guess that there is some monetary gained for Barnes and Noble in this scheme to not correct my ISBN> This will cause countless issues for me when my book has the wrong ISBN. Thank you.

  Business response

  01/24/2022

  ****** ******** ****** ************ ******** ***** ******************************* ** ********************************************************************** ***** ***********
  
  Dear *******************************,
  
  We have reviewed the complaint submitted by ******************* regarding her BN Press Account.
  
  We sincerely apologize for any difficulties ************ has experienced with her BN Press title.
  
  Our BN **************** has reached out to ************ and worked directly with her to resolve the issues she has reported.  ************ indicated that the ISBN is an incorrect one chosen by her formatter without her knowledge. This ISBN has since been corrected and ************ items are available for sale.  We show ************ has since placed orders for her titles.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  
  ********* ***** *** ********* ******** ********* ********************** * *********************** **** ************* 
  
  

  Customer response

  01/24/2022

  Better Business Bureau:
  
  What they are saying is simply not accurate. I have since deleted the book and am trying to publish it under a new ISBN. Barnes and Noble has the worst customer service I have ever experienced. It is non existent. They reached out  to me initially and NEVER followed up and have ignored all of my pleas for assistance. If they really want to help please ask them to provide a phone number where I can actually TALK to a person!  

   

   

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

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

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12.25.2021 I placed an order for two NEW audio CD's from ******************************* Order# ********** Total cost $34.41. Order Shipped on 12.27.2021 - **** tracking #**************************. Received 12.31.2021. Upon further inspection I concluded both audio CD's were counterfeit having been pirated using a PC and printer. I reached out to consult with the Barnes & Noble customer service department to inform them they have shipped me counterfeit audio CD's. I was advised I had to pay to return them. I am duty bound as an American Citizen to turn these items over to the authorities for further investigation. Before doing this I would like to consult with the Barnes & Noble corporate executive relations department.

  Business response

  01/24/2022

  ****** ******** ****** ************ ******** ***** ****** **** ** *************************************************** ***** ********
  
  Dear ****** ****,
  
  We reviewed the complaint submitted by ********************* regarding his online purchase.
  
  Barnes & Noble stands behind the quality of the products we offer for sale on our website.   If a customer is not satisfied with a purchase, it may be returned for a refund as noted in our Barnes & Noble Refund & Return Policies, located at ******************************************************************************************
  
  Upon review of *** ****** order, we show ************** initially contacted our customer service department on December 31, 2021, to report the items he received were damaged or defective.  In general, when a customer receives a damaged item, the customer may (1) return the damaged item for a new replacement, or (2) return the damaged item for a complete refund.  ************** indicated wanted assurance that the replacement would not be in the same condition;therefore, the customer service agent requested further investigation of the items and offered ************** a prepaid merchandise return label to return the items for a refund.  We show the prepaid return label was processed to ************* during this contact.  Please be advised that the counterfeit issue reported by ************** has been investigated with our distributor and we have been notified that the titles in question are titles which are considered MOD Manufactured On Demand.  The images provided to us by the distributor are as described by **************.
  
  As stated in our Return and Refund Policies, customer returns are accepted within 30 days of the delivery date.  As *** ****** purchase was made within the Holiday timeframe, the items must be returned to our warehouse no later than January 31, 2022, in order for ************** to receive a refund of his purchase.  We will not be able to refund *** ****** purchase without a return of the merchandise.
  
  Upon receipt of this complaint, we have issued a second return label to **************,should he require it.  ******* return label has been mailed via **** mail to *** ****** physical street address, as he indicated he does not have the ability to print an electronic label.  Once we are in receipt of the return, we will process the refund accordingly to ************** original method of payment.
  
  If ************** has any further questions or concerns, 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

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I am currently have an active membership with Barnes and Noble.Recently, I purchased an item in the store that was on sale, and had a sticker on it that read 75% off.The original price of the item was $19.99.Because you are not able to receive double discounts, instead of applying a discount of 75% to the original price of $19.99, the transaction was modified to apply a 65% discount to the original price, and then an additional 10% off of this already discounted value.In other words, a 75% discount on $19.99 is $14.9925. The receipt shows a 65% discount applied to $19.99 ($12.99 discount) and then 10% off of this value ($0.70 discount) for a total discount of $13.69. I called trying to get more explanation on how discounts are applied, but was told I had to visit the store to resolve. and was NOT assured that sale purchases placed in the future would not have this same issue.As a member, I should not be paying more than a sale price for an item, and this behavior is highly concerning. and alarming.

  Customer response

  02/15/2022

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

• Initial Complaint

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern,I recently made a purchase at my local Barnes and noble. *************************************************** I just purchased Renegades: Born in *******(Deluxe signed Edition) Barnes and noble refused to honor the 50% off all hardcover books promotion. When manager ****** rang up my book it rang up at 50% off but, she overrode the price back to retail on front of me. She stated that title was excluded from the offer. I advised ******, that the only title they explicitly list ISNT eligible is **** *********s LyricsI even showed her a message from the Barnes and noble social team team were they confirmed the title was in fact part of the offer.I have reached out to corporate,and no one has Reached out to me. I have also been I contact with their social media team, and they have stated that an adjusted has been requested but, I have yet to hear back from anyone.I was given to option but, to reach out to the BBB for help.I have attached photos of my receipt.Thanks

  Business response

  01/24/2022

  ****** ******** ****** ************ ******** ***** ***** ********* *************************************************************************************************
  
  RE: ********
  Dear ***** **********
  
  We reviewed the complaint submitted by ***********************.

  We truly apologize ****************** did not initially receive the advertised promotional offer.

  Upon receipt of this complaint, we reached out to ****************** for further information. ****************** confirm that he was contacted by our corporate offices and the matter has been resolved to his satisfaction.  ****************** asked that we request this complaint be closed.

  
  If ****************** requires any further assistance, he may contact me directly 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

  01/24/2022

  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. ↩