ComplaintsforBarnes & Noble, Inc.

• 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,
  
  
  ********* ***** *********** ******* ******** ***************************************
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item from Barnes and nobles online and it was never shipped , no tracking was provided They took my money and refused to refund me

  Business response

  06/28/2024

  ****** ******** ****** ********************* ***** ******************* ****************************************************************************************************** ***** ********
  
  Dear *******************,
  
  We reviewed the complaint submitted by *********************.
  
  Our records indicate ************ submitted her order on our Barnes & Noble site for a print magazine subscription.  As publishers need time to process a new printed magazine subscription, it is noted on our Barnes & Noble website in the order path that customers will need to allow 6 to 10 weeks for their first issue to arrive by mail.  ************ order was submitted on May 17, 2024, the anticipated delivery of her first subscription would be between June 28, 2024, and July 26, 2024.  We apologize if this information was not clear to ************ at the time of her purchase.
  
  We show that when ************ contacted our Barnes & Noble *************************** regarding the status of her order, she was advised to contact M2 *********** directly for further assistance. As stated on our website Helpdesk:
  When you purchase a magazine or magazine subscription on BN.com, please be aware that in order to complete your transaction, we will need to forward your name, magazine order and shipping address to our print subscription provider M2 ***********.
  M2 Media will share your magazine order information as well as your name and address, or name and email and mailing addresses with the magazine publisher and a magazine circulation auditor.  Magazine publishers will use this information to fulfill your order and for other purposes.  Your credit card information will not be shared with them.
  For any questions concerning your subscription, please contact M2 *********** through Blue Dolphin by clicking here to visit their support page.
  
  Upon receipt of this complaint, we reached out to our vendor directly to have ******** order cancelled and refunded.  We can confirm that a refund was issued to *** ***** original method of payment in the amount of $84 on June 18, 2024.  If ************ requires any further assistance, she may contact me directly on ************** M F 9am 5:30pm EST. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* *****
  Sr.Consumer Affairs Advocate
  ***************************************
  

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and am disappointed in Barnes and nobles response 

  my purpose was thru Barnes and noble 

  now where did it state online M2 Media Group

  and that. =
  
  M2 Media will share your magazine order information as well as your name and address, or name and email and mailing addresses with the magazine publisher and a magazine circulation auditor.  

  If that were true I would never of ordered . The payment went to Barnes and nobles and refund was Barnes and nobles

  please do not use a third party story that is not my issue nor any other customer 

  if you use this policy bold print it on top of online ordering site it was not there .

   

   

   

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

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ebook and it would not download to my Nook. I called customer support and they said that they will no longer be supporting my specific nook and I can't download books onto it anymore. There is no reason for that as my nook works just fine. They are just trying to force me to buy a new one which is what apple got in trouble for with their phones. They can not force someone to purchase new items from them by purposely making their existing ones not work. This is intentional to force people to spend money. I asked them to refund my money if they are going to discontinue their product and they said no.

  Customer response

  07/07/2024

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

  Business response

  07/10/2024

  ****** ******** ****** ********************* ***** *********************** ****************************************************************************************************** *** ********
  Dear ***********************,
  
  We reviewed the complaint submitted by *************************** regarding her NOOK HD device.
  
  In November 2023, Barnes & Noble began notifying owners of a group of NOOK devices which were released in 2011, 2012, and 2013, that we will cease support of these devices in June 2024.  We have sent several emails to customers regarding these changes, and as of May 30,2024, the changes have been implemented.  Customers are no longer able to register or purchase and download new content on these older devices.  Please be advised that customers are still able to read already downloaded digital content (eBooks, magazines, newspapers,audiobooks), and to sideload non-B&N content such as ePub, PDF, and PDB files to read on their devices. 
  
  This action taken by Barnes & Noble is not specific to our NOOK products but can occur with certain older electronic devices that face limitations in terms of compatibility with newer software and services.  Additionally,there will be no further software updates or support provided for these older devices.  The discontinuation of these devices is in accordance with our Terms and Conditions of Use and our Digital Content Terms of Sale which can be found on our website, *********************** 
  
  Barnes & Noble is not requiring owners of the discontinued NOOK devices to purchase new devices.  Customers have access to their complete B&N library, including archived content, and new digital content purchases, on bn.com and on our free Barnes & Noble NOOK Apps for IOS and Android devices.  We had emailed affected customers a coupon offered as a goodwill gesture for those customers who are interested in purchasing a new NOOK device.
  
  If ******************* requires any further assistance, she 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
  
  ********* *****
  Sr.Consumer Affairs Advocate
  ***************************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/3/24, I ordered a book from Barnes & Noble Booksellers, store #****, ********************************************* to be delivered with 5 business days (refer to first marked attachment). On 6/6/24, I received an email that the book was delivered, but I could not find the book anywhere (refer to second marked attachment). I tried to contact the store; and then ************** customer service line twice when I was told both times that they have proof of delivery, and could not offer me a replacement or refund. When asked for a copy of the proof of delivery multiple times, nothing has been provided. I am just left hanging with no money and no book. This is horrible horrible service.

  Customer response

  07/02/2024

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

  Nobody contacted me, but the book showed up about one week later. Nobody had any idea what was going on. If someone had told me that the book was coming, I would have waited, but they insisted that the book had already been delivered and it was my responsibility to resolve or take the loss.

  Once again horrible customer service. I will never order another book again after this event.

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

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive been blocked from my account told multiple things, and in allowed to purchase. One of my books is frozen and wont hard reset. But Im mostly concerned why I cant access my account although Ive been told I should be able too. I was also told I should be good to purchase and that keeps failing too. Im blocked from all my history with out being able to log in. Blocking me from items I own.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a vendor with over 140 books uploaded. Every time I try to login to the vendor website, the site doesn't respond and just hangs there. It is very frustrating to say the least. Finally last week I signed in and ordered some books. I also want to upload 5 more books, b ut I can't.You need the Tech people to look into this: add more bandwidth, etc. Even when the site responds, it takes a long time. I have sent numerous requests for help and filled out tickets for support. But no one every replies. Please listen to my complaint, for I am sure the company is losing lots of money.********************************* *********************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Barnes & Noble sent an email on May 3, 2024 explaining that support would be ending in June, 2024 for its older Nook e-readers. Instead, without notice, Barnes & Noble ended support, on or before, May 30, 2024. This action rendered the Nook e-readers incapable of downloading material well before the written deadline, but not from purchasing content. No notice was sent before or even after, this change in support status.

  Business response

  07/10/2024

  ****** ******** ****** ********************* ***** ***************** ****************************************************************************************************** *** ********
  
  Dear *******************,
  
  We reviewed the complaint submitted by ******************************* regarding her NOOK Simple Touch.
  
  In November 2023, Barnes & Noble began notifying owners of a group of NOOK devices which were released in 2011, 2012, and 2013, that we will cease support of these devices in June 2024.  We have sent several emails to customers regarding these changes, and as of May 30,2024, the changes have been implemented.  Customers are no longer able to register or purchase and download new content on these older devices.  Please be advised that customers are still able to read already downloaded digital content (eBooks, magazines, newspapers,audiobooks), and to sideload non-B&N content such as ePub, PDF, and PDB files to read on their devices. 
  
  This action taken by Barnes & Noble is not specific to our NOOK products but can occur with certain older electronic devices that face limitations in terms of compatibility with newer software and services.  Additionally,there will be no further software updates or support provided for these older devices.  The discontinuation of these devices is in accordance with our Terms and Conditions of Use and our Digital Content Terms of Sale which can be found on our website, ***********************
  Barnes & Noble is not requiring owners of the discontinued NOOK devices to purchase new devices.  Customers have access to their complete B&N library, including archived content, and new digital content purchases, on bn.com and on our free Barnes & Noble NOOK Apps for IOS and Android devices.  We emailed affected customers a discount coupon towards the purchase of a new NOOK device.
  
  We apologize that this occurred earlier than expected and for any inconvenience this may have caused. As a small token, we have sent ***************** a $10 Barnes & Noble Electronic Gift Card.
  
  If ***************** requires any further assistance, she 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,
  
  
  ********* ***** *********** ******* ******** ***************************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Barnes and nobles sent out my online order through *** and *** delivered it to the wrong address. Barnes and nobles stated that it was delivered to the right address and sent me the delivery photo. The photo does not show any number or identifying feature to show that its my door. Barnes and nobles has refused to help or provide a refund.

  Customer response

  06/21/2024

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 19th 2024, I place an order for $529.94. When I called customer service, they said they do one pre-auth then I'll be charged when the book ships. Two days after the initial pre-auth dropped off my card, I got charged for my entire purchase total again. I called CS again, this time I got run around in circles by a woman stating over and over "this is just the way we've always done things" who then proceeded to give me a FAKE email address to send in an official complaint - that I was receiving multiple pre-authorizations when I was told I was only going to receive one prior to being charged. I did some digging and the website officially states in the fine print: "Payment Authorization policy for both Pre-Ordered Physical and Digital items: When a pre-order item is purchased, the credit/debit card on the order will be authorized for the full amount. Depending on the release date of the item, the authorization may drop off before the item ships. Times may vary when hold is removed based on the credit/debit card issuer. When the inventory becomes available for the item, another authorization occurs for the full amount to begin processing the order. If you see two authorizations, you weren't billed twice; one is the temporary hold and one is the actual charge."This is in agreement with what I was told on the phone originally but not what is happening. Imagine my surprise when today (May 17th) I can officially say I have had my card charged again - THREE ADDITIONAL TIMES. April 26th for $471.86, May 7th for $461.00, and May 15th for $461.00. I want this to be rectified. Constantly charging my card every single week is not what I agreed to in the T&C and goes against the entire purpose of pre-orders. Properly charge my card for these orders moving forward. And I want the woman on the phone educated in NOT giving out fake email addresses because that's unprofessional. Interesting to note: this is only happening with this large order, not other smaller orders.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Barnes and Noble is one of if not the ONLY approved avenue through which to send books to inmates. Namely in this case to ********************* which I have tried TWICE. They know and are familiar with the fact that the jail (as do most) REQUIRES a receipt with the order for it to be approved yet they consistently fail to do so. They send orders with incomplete or missing receipts. They will not resend the receipt to the jail or repackage the order properly when it is inevitably returned because of this. There is NO OTHER AVENUE TO TAKE TO GET BOOKS TO THESE PRISONERS. They are taking on a responsibility that they cannot be trusted with. The last time they had a **** attitude and I had to have my books refunded, the inmate never got the books and now again for this persons birthday they again did not get a receipt and will not get their books. Clearly Barnes and noble does not believe the incarcerated or their families deserve to be treated with a shred of dignity. This is very simple. INCLUDE A COMPLETE PAPER RECEIPT WITH THE ****** They act like they have no idea what is going on, shuffle you through customer service, and then **** on you for not being able to uphold their own responsibilities. They refuse to remedy or resend the receipt when they ***** up. They clearly cannot handle the monopoly theyve been given over books to inmates, are incompetent, and willfully ignorant.

*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. ↩