Contact Barnes & Noble Corporate

I tried to log into the Barnes and Noble website, trying to buy and download a book. I was told my password was incorrect and choose a new password. I followed the instructions and created a new password. Then I was directed back to the sign in page. When I tried to sign in I got the same password error message. I went through this process three times. So then I tried to contact help but got a screen to enter my username and password first. It does not get any stupider than this.

I came to my senses and downloaded the book on Amazon.

Barnes and Noble automatically retired my membership without my permission They have never done this before. Our local store has close and I don't want a membership. With the store closing I would not a renewed it. My last membership card says 5438260022. I want my money back

This book is a terrible disgrace!!!!!

Today (at aprrox 1:30) I stood in line at the Cafe patiently waiting to place my order. Time was passing and the person in front of me was up next. He must have been a friend of the server because they both wanted to converse about the school classes they were taking...while myself and a number of other customers were waiting for service. That convo lasted for at least two minutes while all of us were waiting and listening to these two talking about their own lives and school and who knows what else. This seems petty, but when you want to pay for coffee and a dessert on a rushed schedule, you don't want to hear about the server's life story, or whether she is interested in a date with a customer. I visit the Cafe frequently and Scott and Marie are the greatest....ALWAYS efficient and respectful of my time. Not so with this woman who has been a service person at the Cafe for a number of months. I remember her from the start when she was quite unsure of the job...slow, hesitant, confused. I accepted that then, but not now. Why do you keep people like this who don't appear to be customer-oriented? Thanks for reading and I still love the Cafe, but please consider my complaint.

I placed order 4089027625 on January 2 (Seven books). One book was going to be released in February and one was cancelled. I used a total of five gift cards to complete this order. Since January 9 when the one book was cancelled, I have been looking for a credit in order to request another book. I have chatted (twice) and called with everyone promising me that a credit will be processed within 24-72 hours. Just now (January 21) I received an email stating that a credit cannot be issued because I have one book pending release in late February so the order is not complete. It has taken 12 days for this information to be fowarded to me. This is totally unacceptable, and does not make any sense. Why can't this credit be placed in my account or on another gift card or any of the five that I used. I encourage my grandchildren to read and gift them your cards. If this isn't rectified in short order I promise that I will never purchase another one of your gift cards again. To top this off the book that was cancelled (The Hate You Give) was a collectors edition which I didn't realize was a signed copy (big deal) and the hard cover which is available is on SALE. I would gladly have you substitute the hard cover for the signed copy but that would probably take a act of congress.

I ordered a book online (order #4087626549) on Dec 8, 2019 that was supposed to ship from bookXpress. I received notification from bookXpress on 12/9 but the tracking number in the email was never valid. Notification from B&N the same day indicated the book was on it's way to USPS. That tracing number still says "on its way to USPS" as of 12/31/19. My credit card was charged on 12/10/19. It is now 1/2/20 and I have no valid shipping confirmation and no book. Each time I have called B&N customer service they say they need to contact the seller and they will email me with information. The last email contact I had with B&N was 12/10/19. I consider B&N the seller (they charged my credit card) even if the vendor is another company.
This book was to be a Christmas gift to my son, but that opportunity has come and gone. I am very unhappy with the service I have received.

Dana Hart
336-837-8538

I ordered 2 books on 11/27/2019. I got one. On 12/10/2019, I ordered the other 3 books to the series. I paid extra for 2 day shipping. I should have got them today. I am still waiting on 4 of the 5 books. You don't supply a tracking number for mail purchases, so I am asking you. Where the He'll are my 4 books? I should have them by now. I paid for the shipping for 5 books. You have my money, I should have my books. You can send me a refund for the shipping along with the 4 books that I have yet to see. It doesn't matter what time of year it is. If you can't do what YOU say that you can, you shouldn't offer it.

I ordered a book online and paid for it, it said I could pick it up today. Received a text stating they received my order, then an hour or so later received a text stating it was unavailable. Why would you have it online for sale if you don't actually have it in the store? Total waste of my time. I called and spoke with James the manager at the Greenfield Wisconsin store. He was rude, I was not finished speaking with him and he hung up on me. VERY POOR CUSTOMER SERVICE ALL THE WAY AROUND. You will not get any more of my business. Your Response?

I have a complaint about the 2nd floor bathroom condition of the Union Square Barnes and Noble located in NYC. I have visited the 2nd floor bathroom in that location a few times and Everytime the room was filthy! The floor was always sticky, the toilet paper scattered all over the floor, out of 5 available toilets, 1 was splattered with poops (amazingly it happened Everytime I went in there). I understand being that it's children's department so things happen more frequently, but it's exactly the reason why it should be cleaned more often! I love Barnes and Noble store for the availability of the books, but the tardiness of it's bathroom condition of the location is really something they be ashamed of!

I was trying to buy a book online. I had a gift card and a coupon. The coupon reads" 40% off for Members - In Store present the coupon. At BN.com enter the code at checkout". I am a member. The store doesn't carry this book so I was ordering online. The discount was only 20%. Also it would not take my gift card. It said there was a zero balance when I knew this was not the case. I called customer service. I was told there was some sort of error with the gift card on BN's end so I could buy the book now and call back in 48-72 hours to try to get the balance or I could wait 48-72 hours to buy the book and the balance should be restored to the gift card. No one can tell me what happened. Then I was told that even though the coupon reads 40% for members and then lists in store AND online instructions, it is only good for 20% when you buy online even though this book is not sold in the store. So very frustrating. I'll just get it from Amazon.

Went to Barnes & Noble around four pm. I was in the video area and there wasn't one person to help me. Went to customer service and not one person was around. Went up front and no one up front. Prove were waiting in line up front also. Finally the guy upfront showed himself and I asked why no one was in the video area. He said there is no one at this time of day working that I had to go to customer Services. I said no one is in customer service. He rudely said go back k their and I will call him. A man and woman were waiting for help in customer service.....finally a woman showed. When done I asked for help. Stated I would like my stuff rung up that is in the video area. She said to go into that area and bring the merchandise up. I said...isn't an alarm going to go off...she said yes...but it won't matter. I didn't feel comfortable told her she should get the things that I was not comfortable a setting an alarm off.. She said to just go and get it. Barnes and Noble use to have good workers but now it's just people getting paid for doing nothing. You also need to have a better variety of books in your store. All your showing is way too much liberal and Democrat stuff. You need to start being unbiased. It's obvious many people have stopped going to Barnes and Noble. I don't seem that book store open too much longer with the scrappy help to have at the Greenfield will store. I use to like going in there. The only ones nice are in the snack Shoppe.

I went to pick up a book on hold for me. The phone person said that it would be at front counter.when I got there an African American girl said how may I help you, and while I was waiting, the cashier said rudely to me”ma’m the line is over there, I looked at him and told him I was waiting on a book, he rudely said it again, he is a retired looking white man with gray hair. When I did get to counter with my book I told him what I i was there for even though he was in was shot of the whole conversation and he rudely said of the African American girl”she didn’t belong up here anyway “
As an African American I took total offense to that.. he should not be up front servicing the customers, seems prejudice and rude, never smiled
Sadly disappointed.. his customer service skills lack

I needed a shopping bag to help me carry items not purchased at the store. The manager said he could not give or sell me a shopping bag--that it is against company policy. I realize this is not a big thing but a simple request created an awkward situation for me, your customer. I feel the manager should have handled this in a more reasonable manor-like give or sell me a shopping bag. How silly to loose a customer over such a minor request against an apparent staunch company policy. Silly, yes, but if the company is unable to handle a simple thing like this I question things.
John Barber, 913-568-8772

I have used various Nook devices for years and been pleased. Now there is always a problem downloading the newspapers and magazines that I have purchased subscriptions for. This occurs both on my Samsung Nook Tab A6 and via the Reader app on my laptop. Your Nook support was unable to resolve the issue today of not downloading my newspapers. Their response, dictated by your policies, was that technical support will contact me by email in 1 - 5 business days. That is unacceptable.

So I am cancelling my planned purchase of Nook device for my wife. I am also looking for other methods of getting my news in a prompt and continuously smooth way. Which you cannot provide. No wonder B&N is in trouble.

An issue with a cafe manager needs to be addressed. I took my dog to a Barnes and Noble in Grand Junction, Co. and let it sit by a tree. I sat in the cafe where the dog could see me.
A woman and her child were petting the dog for quite some time. When I saw the cafe manager out there with her I walked out to see what they were doing. Brian, the cafe manager, informed me that the police had been called and were on their way, stating that nobody ties their dog to a tree there.
He continued to inform me that they had several complaints about it.
It turns out that the police had not been called and the store manager had animal control on the phone.
The woman stated that her child wanted to take the dog home.
This was in poor taste and blown way out of proportion. And telling me they had called the police and they were on there way, when the truth was that animal control had been called but they were on the phone. Not in route.
I hope somebody somewhere can see how flawed this is.

I have been trying to opt out of automatic renewal of my barnes and noble membership. Back in September (on 9/3/2018 specifically), I spoke with Margo and requested that she remove my information from the system and delete my autorenewal. She advised that she was unable to modify the information since the plan was only for one year. I escalated to a supervisor, LaTonya, who removed my autorenewal. I am currently on hold with another customer representative at Barnes and Noble. I requested to opt out of autorenwal. He said that he had removed my credit card information from the system. Obviously, the first time I requested to opt-out, it was not completed. I am not pleased to say the least. I requested a written letter confirming that my credit card information was removed from Barnes and Noble's system. He would not do so and said he could only email me. I told him that I had removed my email address from Barnes and Noble. He placed me on hold for over 15 minutes to speak with a supervisor. I finally hung up and called again. At this point, I would like all of my information deleted from Barnes and Noble's database, name, email, credit card --- everything. I am not sure what legal recourse I have but it is not acceptable to request removal of my credit card information and then not have it complete. I do not trust the customer service department of your company at all which is why I now require written confirmation of my request and that all of my data has been deleted. My next step is to research either filing a complaint with the CFPB or other such actions due to the refusal of Barnes and Noble staff to remove my payment method from their system so that I am not automatically charged for a membership that I will never want again.

I would like the following:

My data, including my name, my email address, my mailing address, and my credit card/debit card information immediately removed from Barnes and Noble's database.
I would like a letter confirming that this has been completed.

Thank you for your assistance.

pat

I try to order 4 books not that expensive, and now I have to pay more than I payed for my books on shipping.

i have been a customer with you for years and never had any trouble ever. as of now when i went into the store looking for a book i saw you had kids working there not the older employees who i have come to know. theses new kids you have working dont know anything about books or services you offer or gift cards nor do the ask about gift cards or ask if i found everything i was looking for. the older employees were always polite and knew all your store offers to customers. this kid cashier was rude and just said the amount we owed not asking for our membership card, and just stuffed everything in a bag and said bye. i found one person i knew that did still work there, i asked what happened to everyone who worked there. that's when i was told they were let go and your people where hired to save money. i dont know who in your company came up with that stupid idea but you lost the polite and knowledgeable workers you had. these young kids don't have manners nor know about the store. you are going to lose business and lose money with this change, not save any. i will be ordering from amazon now your store is no longer enjoyable .

Dear Barnes & Noble:
I have been a B&N customer and member for many years. Last night I presented to the Lincoln Park store in Dallas with the 20% off coupon X6LA5JTUQ6AQ8 that B&N sent to me for 20% off any one item in the store. I have used these coupons numerous times over the years on vinyl without issue. When I presented to the desk with a vinyl record, the clerk said because all vinyl was 10% off this weekend, that I could not use the coupon. I asked him if I could just pay regular price for the vinyl to allow the coupon to be used, and he said "I can only do what the computer tells me - there is nothing I can do". So I went to customer service and asked to speak to the manager. When she came, I asked her the same thing. She just looked at me with her arms crossed and said the same thing " I can only do what the computer says and that is it". I then asked her if it was possible to override the 10% off vinyl sale and let me pay full price, and she just looked at me and said "if the computer says it, I have to do it - there is nothing I can do". She just said this same statement 3 consecutive times, and I then told her it was wrong to send out coupons and not honor them, and that I was going to complain to corporate, and left the store.

I fully understand why retail is going down as brick and mortar stores continue to treat longstanding customers and members with this amount of disregard. She could have easily overridden it and allowed me to use the coupon which expired the next day, but she would not entertain anything but what "the computer says". I can easily buy the same products at Amazon at a cheaper price, free shipping, and without the attitude!

Needless to say, I have cancelled my membership and will not ever again step into a B&N store. I shed no tears for retailers that are going bankrupt.

Sincerely,

Anthony Greco
Membership number: 5368207362

I ordered two books via the internet -- when I checked my credit card there were two charges for 42.10 -- one said pending and one said Barnes and Noble. I checked with the Credit card company and they inferred that both charges were for Barnes and Noble. When I called Barnes and Noble, I was informed by Leslie that B&N sends the charge thru the first time to see if the credit card is valid. I asked to speak with a supervisor, who ended up to be Melanie and she said that it was the first time she heard of this.

I asked her to have someone higher than her call me (this was on Nov 28, 2016) and she said later that day that I should receive a call. Its been 9 days and no phone call. In addition, I cancelled my membership and went to the local B&N store and spoke with the manager. He also was not concerned. I would like to speak with someone in authority at Barnes and Noble but I don't think that's going to happen.

I recently ordered a workout DVD from a seller on Barnes and noble. It had been a few weeks and I still haven't received the DVD so I contacted the email they provided in my order confirmation and asked when I would receive it. They responded and said my DVD was lost in transit unfortunately there was nothing they could do and I'd receive a refund and never have. It was all a scam. I will not order from here again.

It has been a few years since I have been in a Barnes and Noble book store. I was very disappointed that they no longer have the oversized chairs to sit it. It was always a comfort to take my time looking through different selections while getting to sit comfortably. I will no longer be shopping locally in store. Very put off by it and will no longer go into any of the stores.

First, I have alway loved Barnes and Noble, I get my personal books and my law firm's books from there. I have a HP Nook that was purchased at Barnes in Noble, I spent $350 for it and for some reason, it just stopped turning on so after I tried new cords and different outlet sources I decided to call my local Barnes and Noble in New Hartford, NY where it was purchased. Once on the phone, I asked to talk to whoever was in charge of the Nook area in the store, the women said that was her so I attempted to explain my situation but the women began cutting me off at every word. I kept trying to explain simple things such as what kind of Nook it was and what as happening, but I never got a chance.

After getting very irritated I just told the women I would bring it in. Now at the store, I thought someone could actually help me but no that didn't happen. I simply asked an employee to speak with someone about a broken Nook and she cut me right off......same women as on the phone. I thought okay great now what is she going to do. Before I could even say another word she says "I'll just plug it in so go walk around" I thought wow how disrespectful can one person be,but then again she knows more about Nooks so I'll leave her to her job.

I come back 10 minutes later and she throws it on the counter and says" It didn't turn on sorry" that was it. Shocked I replied with yes that is the problem, so what are my options now she answers with "I didn't turn on so there's NOTHING I can do with it". As I'm getting more and more agitated I asked where can I bring it to get fixed then and with a disrespectful attitude she says "Nook is by Barnes and Noble so you can't bring it anywhere, there is nothing you can do with it now". I was furious but wanted to stay calm, I said okay and asked what should I do? She replies with " There's nothing you can do the Nook it JUNK" and began stacking books...... I was so shocked and felt so disrespected I left immediately.

The fact that this employee did not care about what was wrong with the Nook, never asked why I wanted it to be looked at and then blatantly told me the Nook was JUNK and there is NOTHING Barnes and Noble can do about it not once but twice,is the most disrespectful thing I have witnessed from Barnes and Noble. Now I have to search for other alternatives to get my Nook fixed and unless I got some type of apology I intend on buying my personal and law firm's books from another establishment.

While using the men's room at the Menlo Park Mall in New Jersey, I discovered that it is used as a changing room, and that women are permitted to be there. I found this highly offensive and against my privacy. I did not appreciate urinating while a women and a small female child were in the same room. I have nothing against a changing room, it should not violate my privacy. Barnes and Noble had better fix this ASAP.

I placed an online order for an instant ebook. When I attempted to download it, it would not work. Upon speaking to the technical department for B&N I was told to download Nook app for Windows 8. Seems Windows does not support it anymore and forces the download of the Windows 10. with its operation errors. The wait time for reimbursement was 2 months so I suggested that I be able to pick up a book at one of their stores - they could change the purchase to a gift card for me to do so. After they danced around, I suggested that perhaps they should warn ebook customers (without smart phones and tablets) that they can no longer access ebook purchases without Windows 10. This process took 1 hour of being transferred from one department to another.

In Encinitas, CA. Barnes & Noble store at the plaza off El Camino Real rd. This afternoon. March 17, 2016. I was scolded by one of your employees in a condescending way, about reading for too long and basically sitting in a lounge chair for over an hour. "Oh, you're still here?" This was how he came up to me, and made me feel very uncomfortable. I have been going to your Encinitas, CA location for many years. I am a San Diego native. Your store there does not have a minimum time limit for such activity. I was there all year, in 2014, and never had such a reprimand directed at me.

Its the tone of his voice and I believe he singled me out because of my 'scruffy' appearance. I enjoy B&N with my coffee, but I wont be going back anytime soon. I'll make sure to let many people know not to frequent this location as I am a prominent member of this city. Thank you very much for your time and response. I appreciate any advice you may have about this matter.

I had and order to be picked up at the movie depart in one of your retail stores and the sales associate was very rude. Then I called the customer service number and they said my feedback was noted but did not apologize at all.

We went to the Barnes and noble store in West Bloomfield, Mi. I was sorry to see it was closed. We go to that store about every 2 months and knew it was closing but was not sure why as the next closest one is all the way in Rochester. So we made the 30 track over to Rochester. We were looking for the RAP and pine tree reading program books, which the store didn't even know about. The west bloomfield store used to know what was going on with the local schools and had a special section for these programs. I finally found the book lists on line and began searching for the books with one of your associates. You only had 2 out of the 5 for the middle school program and both were ones my son already had read. For the elementary program you only had 2 out of 8 that we looked for. In addition, when we purchased the two, my coupons, as always were expired.

I am writing this complaint letter regarding a concern I have with a policy in one of your stores. (apple valley mall in Rhode Island). I am a member and have been for quite some time as well as my entire family. When there is not a book in the store, the store tells me that they can order it for us and have it delivered free of charge to our home in 3-4 business days as a member. Well the issue is that it never comes in 3-4 days. In fact it takes over week most of the times if not more . I have expressed to the manager at the store that this should not be told to the loyal customers for this is not what in fact ever happens and he says that is the policy and what they are told to say.

I do not find this right. We should be told it will take “x” amount of days and then get it within “x” amount of days. They should pick up a phone and see what store has the book in stock , keeping in mind the closest locations, and then tell us this store has it and to have it sent to us will take “x” amount of days. Not it is ordered and you will get in 3-4 business days for that is never ever the case.

My most recent book I ordered for my son tool 11 days to get to me. My son needed it right away and ended up getting it somewhere else. Granted it was not my most expensive book I ever got , and did not even go through the exchanging of the book once it arrived but the frustration alone of how I was treated at the store when I expressed my concern has me doubting whether I want to go back into that store ever. I spend hundreds of dollars in your store and find this utterly wrong and poor customer service.

I received a book for Christmas which was purchased from a Barnes and Noble in Omaha, NE. I decided to exchange it for another book I found on B&N.com. I used the "pick up in store" option on the website and imagine my surprise to see that the price for store pickup was $39.99 while the online price was $24.84. I called the manager at the local store and was told that stores will not honor prices on their own website!

And if I return the book I can only get store credit even though I have a gift receipt. On top of that, the credit cannot be used at B&N.com. How ludicrous is this! On top of that, if I want to email or chat with a customer service rep I have to create an account first. I can't imagine how this company is still in business. I will certainly NEVER buy a book from them again. The same book is available on Amazon for $20 and free shipping.

On Dec 4th I called Barnes and Noble customer service at palisades mall, NY asking which kinds of nooks they have in stock. They quoted 99.95 for glowlight plus. When I arrived a few hours later assistant store manager refused to honor the price saying that they have many new employees who did not know that it was not on sale any longer. She refused to discuss the matter and said that she will not bargain with me. On the 6th I spoke with store manager and then the Barnes and Noble corporate offices who said he does not understand what was in appropriate in her conduct and said further that at it is impossible anyone quoted me t h at price. Furthermore he said I should have researched prices on the internet.

I have bee a Barnes and Noble member for two years I purchased a book cover I Think it was 11.99 that was in Early August. I never opened the package and I had it in he car I finally went there to return it. It was about 6 weeks later as I just don't go to that mall often. I did not want money back I just thought a store credit. The Manager was very un friendly she was like I cant find your member number , this thing is NOT in our system? I was like what do you mean? she said when did you buy it? I told her and she said we have a 14 day return policy. I was like well Its not a book I took home and you have similar on the shelf? She was like this is how it is. I am shocked that she was so rude I said how about 1/2 of the cost? Nope. This was the Pittsfield ma store and it was 26th or 27th

The Barnes and Noble bookstore in Virginia beach located in lynnhaven mall only has two sections of spainsh books. There is more languages in the United States. Tell me why can't this bookstore have many books for other languages too besides only two sections of spainsh books. It's a popular bookstore but to me this bookstore seems racist. It's not fair to limit different languages on choices on books just because they speak different languages . I think this bookstore should have more Spanish books and more different languages in the store.

Why cannot you use your membership online to order books. plus when you go to barns and noble you cannot use your membership to order books. you just get your10% discount in the store only. I think about not renewing my membership. it not fair the we can not use the discount online to order books. Especially if you are disabled and can not get a store.

Here is my story. What actions I take from here depends on the response I receive from this correspondence. I received a NOOK for a Christmas present. It was purchased in December/2012. It has no warranty. Taking my NOOK into the Monroeville location of Barnes and Noble, I was told the hard-drive was bad. I was informed that I could receive a rebate if I turned my old NOOK in and ordered a new one. I had to order it and would receive a new, much improved NOOK, by mail and would then mail back my old NOOK. I gave my credit card information and mailing address to the Barnes and Noble employee, Merchandise Manager, named Tim Indyk, I authorized a withdrawal from my account of $109.99. I was to receive my new NOOK in a few days and I would return my old one, if I did not I would be charged $149.00 or full amount.

The next day Barnes and Noble withdrew $1,060.00 from my account. It indicated that I ordered 9 NOOKS. I went back to the Monroeville Barnes and Noble with my problem. Every time the same employee, Tim Indyk, tried to telephone Corporate for help and their lines were busy. He left messages. No one could help me. I then telephoned my bank at the store, told my story, and had the bank talk to Mr. Indyk. He explained that I was not to have been charged the $1,060.00. My bank, as a courtesy, put $872.00 back into my account, pending investigation.

Barnes and Noble said I ordered 9 NOOKS. I ordered one. I called Corporate myself the next day and found out that the Monroeville store never called Corporate when I left to solve the problem and stop the order. I talked to “Joan” at Corporate. Barnes and Noble, the next day, to confirm that everything was handled. I was on the telephone approximately 1 hour at this time. She did not stop the order. No one did a thing to complete the cycle and help a customer with a problem. It was just dropped the minute I left the store. Why did I waste my time? She stated that she could not reverse the order. NOOKS were shipped! This could have all been avoided if Barnes and Noble really cared.

I received 8 NOOKS at my home yesterday, July 2, 2014 If I had received 9, which I was charged for, I would have keep one, brought the 8 back to the store to return or returned all 9 and purchased a KINDLE. Now I have 8 NOOKS to return. I do not have a replacement for myself. My bank account is short $188.03.

I grew up with attorneys in my family. They taught me to tell my story and spare the emotions. The facts are the facts. However, I am so angry and frustration with Barnes and Noble. I did not go to some discount store or off the wall website. I went to Barnes and Noble! I have been put on hold, transferred, disconnected, placed on hold again, numerous times. If I could put into words the amount of frustration I have endured and still have not resolved the problem, I could properly write a book myself. I need this resolved and I need it resolved now.

I will return the 8 NOOKS. Where is the additional one (9) that I paid for? I want my full refund or an additional NOOK mailed to me. I was informed by “Joan” that my conversation was recorded and would be passed on. “Jonan” offered me a $25.00 gift card. This was a complete insult, which I declined. I want this resolved in “a timely manner”. I want this solved ASAP. To tell you I will call the media, Better Business, Consumer Protection, and have no problem picketing, is an immature approach, however, it would make me feel better. My next step is to contact Marty Griffin on CBS Pittsburgh, Investigator Reporter, if I do not have this issue resolved. Please find the attached letter signed by Barnes and Noble. This would be embarrassing for all concerned. Please contact me. Please resolve this matter. The money was taken from my account without my approval. I am not going away.

I feel at this point I should be credited the balance due me of $188.03 and given a NOOK at no cost. I would return my old Nook.

Both my wife and I are in wheelchairs. To get into front door you are at the edge of steps and doors are not handicap friendly. This is a safety issue. Store is very unfriendly to people in wheel chairs shelf are too high especially the magazine shelfs. There is very few friendly places in the store and no one seems to care. How do you get around the ADA laws with you front doors. The entrance is really unsafe and someone will get hurt one day real bad.

Spoke with a rep. of Barnes and Noble on April 22, about a problem with receiving my order. After much deliberation, the time frame of delivery of 5 months became 7 days. However, I checked my email, and it appears only one of the items I ordered is being shipped. I ordered the Scrabble board game and a book called "Spiritual Aging." The book was not on the shipment list. I paid over $45.00 for my order and expect my complete order. What is the problem with your shipping department? Either send me the book, in a timely manner, or send me a refund. I prefer the refund because I am tired of having to go through so much trouble just to get my two items, ordered over 3 weeks ago, delivered.

I ordered a book for my nook. It didn’t download. I had ordered many before this is the first time this happened. I waited for the next day & went to MacDonalds and thought with their wi-fi it would download. Nothing. I drove to the nearest B & N store in Southlake, Tx. I asked for help and the girl helping me pressed a lot of things and told me my nook was locked. I asked how that had happened and she said I had turned it on and off to many times. I told her I turned it on once. She said I had to drive home and click on the e-mail she was sending me and change my password.

So I drove back home, clicked on the e-mail, changed my password and nothing. So I drove back to B & N again the next day and got a man to help me. I explained to him what I had done so far. He told me I could’t change my password. You could only have one password, I would have to drive back home and go on the computer to change my password back to the original one.

He also asked me how I was ordering the book. I told him I went on my computer & went to B & N and was ordering that way. The way I have always done. He told me I couldn’t do that, I should only do it from my nook. He told me after I changed my password back to the original to call 1-800-the-book. Well I called the 1-800 number, couldn’t change the password.back and got a person who couldn’t speak english, after 30 min of asking him to repeat everything I hung up.furious. After I calmed down I called back to the Tech help and was told to go to a store with wi-fi, and call him back. I did. Starbucks. Can you believe I got another idiot to help me who could’t speak English.

After repeating things to me numerous times he said he would have to remove all the books from my nook then replace them along with the new book I was trying to get. After 40 minutes of him doing who knows what I told him to forget it. It would be much easier for me to go elsewhere and buy the book, and please credit me back the amount I had paid with the money from the action suite and my credit card. He did do that right. I’m wondering if you hire the people that Verizon fire. They have the same intelligence. So I guess I’ll say good bye to Nook and just buy my books elsewhere (the price is just about the same).

In late January of 2012 I attempted to order 3 Civil War books that my son needed for a college class. When submitting my order the Barnes and Noble web site had a message on it that said “Unable to process you order at this time. Please try agan later.”. So 45 minutes or an hour later I resubmitted my order and received a confirmation number. The next day upon reviewing my checking account I realized that they had taken the money out of my account 2 times.

I immediately got on the phone and called customer service to cancel one of the orders as, I obviously didnt need duplicate orders. The customer service representative ASSURED me that one order had been cancelled even giving me the number of the cancelled order. Problem solved right?.. No way. Two days later I checked my bank account and realized that the money had not been placed back into my account. I called customer service again.

They told me the order had been shipped. Yes… two days AFTER the customer service representative assured me that it was cancelled. I was aggravated, but not completely through with them yet….I was sent a return label by e-mail and when the extra, unordered package arrived, I had to take my time and gas to drive the package to a UPS store to be sent back to the company. Barnes and Noble received the package back in their warehouse on February the 9th.

A couple of days later upon checking my account my money still had not been returned to my account. So i make my 3rd call to Barnes and Noble customer service. I spoke to a manager at this time and i was assured that my money was being processed and should show up in my account within 3 days. I was actually told that the transaction had been processed by them and they were waiting on my bank to process it on their end. I said ok and at this time I placed another order with Barnes and Noble for a used book through one of thier MarketPlace dealers. Another book needed by my son for his College Civil War class.

I felt sure that the problem with my money was nearing an end. I waited 4 or 5 more days and believe it or not, no credit to my account from Barnes and Noble refunding my money for the UNORDERED books they send me. I made my 4th call to the customer service department yet again speaking to a manager. This time I was put on hold for 15 minutes while a manager “checked” on the refund order. I was at work and used my lunch break to make this call. When the manager finally came back to the phone he asked me to continue to hold because he was trying to find the problem but still had NO ANSWERS!..

I explained to him that I could not hold any longer and as bad as I hated to I would call back after I got off of work. I did call back and spoke to yet another member of management. This lady was the most helpful of the bunch, and she assured me that this time the order REALLY had been processed and within 3 days the money will be back in my account. She even e-mailed me a confirmation saying that the transaction had taken place. So FINALLY 21,Yes 21 days AFTER they received the UNORDERED package that I had to return, and 5 phone calls to customer service, my money was placed back into my checking account.

You might say, “oh that was a fluke. Barnes and Nobles Customer Servce department is well-trained, caring and very helpful. Oh I beg to differ. So by this time I was very hesitant to have to call them again when 2 weeks later I hadnt received the second shipment that I ordered from them. Because I bought it from one of their Marketplace dealers I attempted to contact and deal with that book dealer. I found the name or the store and looked on their website.

Found a phone number and called their customer service instead of Barnes and Noble. They have a recording and no representative available. I left a message on their answering machine. The next day after pondering on the thought that although the book was ordered from a marketplace dealer it WAS BARNES AND NOBLE who took the money from my account, I bit the bullet and made my 6th call to Barnes and Noble customer service department.

When I made this call I was told nonchalantly by a representative that it was MY RESPONSIBILITY to contact the dealer that I bought the book from. I explained that I had tried to call them several times and had left a message with no response back from them. He then told me that it was my responsibility to e-mail them. By this time I was very aggravated. Reminding the representative in a not so nice way that I bought the book on a BARNES AND NOBLE website.

And that BARNES and NOBLE took the money from my account. So it was Barnes and NOBLE’S responsibility to find my book. Just so you know, let me tell you the time line.. Order placed Feb.18th. Order supposedly shipped.. Feb.20th.

My first call to them about the second order was March 6th. I was told by the guy that I talked to on the 6th that there was nothing they could do until March 9th. And remember as all this time is passing so is the class in which my son is enrolled where this book is needed. I was really at the end of my rope. Barnes and Noble would do nothing to find thiis book for me. Or make the order good. I had no choice but to wait until the 9th. I was on vacation in Florida so I actually gave the book until the 14th to arrive.

When returned home and the book was still not here I called Barnes and Noble back for the 7th time in less that 2 months. Believe it or not now they are telling me that they can not even refund me my money before the 19th of March. They had no clue where the book is. I became furious with the lady and told her that a company as huge as Barnes and Noble should stand behind this order and make it right and send me a NEW COPY of the book. One from their store. The mananger said she could do that….If I paid for it.

I told her that they owed me a copy of the book one way or the other because although I had ordered the book from a Market Place dealer it was still ordered through their website and Barnes and Noble was still the ones who took the money out of my account. Oh yeah and let me assure you that it did NOT take them 21 days to get their money from me. This lady told me that there was NOTHING that they would do to try to make this right.

No book, no refund for several more days, (and even when it is supposedly processed how long will it take to go back into my account?). I asked her what my son was supposed to do about the book that he is desperately needing in order to start his final thesis for the class. She was very unconcerned, telling me I could order another one and she would “gladly process the order”.

I told her that that was totally unacceptable and I have no choice but to order another book, but I will assure her that I would not be ordering ANYTHING AGAIN from BARNES and NOBLE. It is now March 15, Still no refund or any compensation from BARNES and NOBLE at all for what I have been through with them the last 2 months. And to think, I still have to call them back at least one more time after the 19th to ATTEMPT to get a refund for the last order.

I just dont understand what happened to the old saying “The customer is always right”. I am not even asking for ‘always right’. I am just asking for fairness. If I order something from their website and it is not received they need to stand behnd the order and make it right. What happened to integrity in a company. What happened to pride in how customers are treated. It is such a shame that Barnes and Noble has become so uncaring and willing to risk losing customers in order to save 4 or 5 dollars. Barnes and Noble IS BOOKS!!!

They have a great selection and good quality. BUT NOTHING is more important than customers and Barnes and Noble is unwilling to help them and treat them the way a customer should be treated. I will never buy from Barnes and Noble again. I will always use Amazon or some other bookstore. I was planning on purchasing a Nook, but will now be purchasing a Kindle from Amazon.

It is just a shame that a Great American company like Barnes and Noble, has fell prey to the dollar over customer service!!It end the end, could be their undoing!!

My 10 year old daughter has a nook, and uses only gift cards received as gifts to purchase new books (no gift card, no new books). Every time she makes a purchase (usually .99-$1.00), our credit card gets charged one cent. We have been around and around with Barnes and Noble about this. Yes, it is only one cent, but what is the point? First we were told it was a “holding fee” and would be reimbursed (didn’t happen), then we were told they credited the gift card one cent on every transaction and charged the credit card to make sure the card is active.

The customer service people were rude, basically the attitude was, it’s only a cent and this is how we operate. I have friends who also purchase from B and N with gift cards and have no such problem,and an employee at my local B and N told me SHE uses gift cards and is never charged the insane cent. My wife and I own Kindles and find them easier to work with, no crazy charges. We will never purchase a Nook again, nor will I be shopping at Barnes and Noble retail anymore.

I am a long time customer of Barnes and Noble. I purchased a lot of books here and 3 months ago i bought a Nook Color. This afternoon July 21, around pass 6pm, i decided to look for the Picasso book that i really like to purchase. I went to the art section and found it below the shelves. the store was located in 86 st. between Lex. and 3rd ave. Eastside Manhattan. Bec. the book was heavy plus my grocery bags i decided to seat near the shellf where it was located. After probably 1 minute… a white baldy , lightly bearded sales guy, around mid 50’s approached me and told me that i can seat on the other side of the hallway.

And narrated that i might blocked some customers who wants to look at the shelves. I said yes i will. Though i find it weird bec. for how many years i have been to this store, B and N staff doesnt care about where the customers seat ..even on the floor or near the shelves. And i looked around and nobody was even around.

Bec. the book was heavy, i decided just to look more of (maybe 4) pages and plan to leave when the baldy guy approached me again with a rough tone and said “Did you hear what i’ve told you?” I responded with a calm voice.. “Yes i am leaving now”. He looked at me like he is going eat me alive, he is very furious. “You are not suppose to put that book on the floor” he continue. And i told him “Why do have to be nasty, can you be nice to the customer?” And he answered me like this looking at me from head to toe.. “By the way do you know how much is that book that you are holding?”
His responsed really made me embarrassed.

This sales man doesn’t know how many books i bought in that store. I even purchased a Nook Color last 2 months ago. I felt so humiliated and i was very upset. Maybe bec. of my skin color, that i am a Filipina and doesnt look a resident from Park Avenue, that he had treated me like that. I complained to the customer service and immediately called the manager named Jovy (im not sure of his name) he is nice though, and apologized after hearing my complaints. He asked a couple of questions and promised that he will talk to the nasty sales man. I told him that i am an artist and wanted to buy the book but changed my mind.

This incident is very traumatic. I wonder how many customers with black or brown skin color had victimized by this mean, nasty and racist sales guy. I don’t know if i still wanted to go or purchase in that bookstore again.

I’ve been shopping at the same B&N for years in Salem, NH, and have always been able to apply the %-off discount coupons to magazines. Last week I received a 15% off one item coupon, and when I went to use it to purchase a magazine, the cashier refused to honor the coupon, saying that she was getting a message on her screen that it wasn’t eligible for the coupon. I told her it says nowhere on the coupon that you can’t use it on a magazine, but she wouldn’t budge, just kept saying that her screen said it wasn’t eligible. I’ve tried contacting B&N customer service to get a precise answer as to whether or not magazines are eligible for purchase with their coupons.

After providing information to them back and forth, they replied today that “according to the terms and conditions for this promotion” magazines aren’t eligible. What does that mean, exactly? There is NOTHING printed on any of their coupons that says you can’t use it to purchase a magazine. Only digital content, such as NOOK books and NOOK magazines aren’t eligible. So, what “terms” are they referring to? If they can’t give specific wording why you can’t use their coupons on printed magazines, then it’s misleading the consumer by using general and vague wording, or some “CYA” terminology so they can make up the rules as they see fit.

They should print clearly on their coupons that you cannot use them for magazines and periodicals, otherwise it’s implied that they ARE eligible for the coupon discount. Their store cashier wasn’t helpful at all, even though she knows me since I go there every weekend. She could have called someone to question it, or simply overrode the message and given me a discount anyway, just in the interest of good customer service. All she would comment is that they use “smart coupons”. Apparently that means that no matter what it says on the coupon, the computer screen has the final say. Is that even legal?

I’ll never get a membership card with them, either, since you have to buy $250 worth of books and merchandise to make back your $25 fee before you actually realize any discount savings. They don’t tell people that when they push the cards, only that you can get discounts on everything when you buy it. It would take me 6 months to make that $25 back, meaning the membership would only be good for 6 months. NOT a real savings, since you’re paying THEM for the privilege of getting a discount and only getting it for half the time. Hopefully I can find another bookstore to buy my magazines, since it’s clear to me that B&N just isn’t what it used to be anymore.

As a freshman in high school, I had taken AP Environmental Science. This required me to buy a work book and a study guide for the class. I shopped around online, and found that Barnes and Noble had the best prices and shipping time. I put in the order at Barnes and Noble and waited for it to come in. When it HAD arrived, I opened it up and found a book on “The Best Sexual Positions”, full of nude pictures simulating sex. And I was about to take the package on my school bus, and open it then! Pretty sure I would have been suspended for the prank that some employee thought was funny. My mother of course called Barnes and Noble angrily and I did eventually get my books back free of charge and accompanied with a small gift card.

I refuse now to shop there online. If I was a FOURTEEN year old receiving something like that, I can only imagine what could have happened to other kids. Be glad, Barnes and Noble, that we didn’t call a newspaper!

It amazes me how neasty Barnes and Noble customer service can be. I ordered a book and two days later I receive an email telling me the book is out of stock and shipment delayed. I called customer service and was told no, the book is in stock and is shipping today; expect it Monday. Two hours later I receive an email telling me the order was cancelled. I call Barnes and Noble telephone customer service and the nice lady tells me ‘there is a problem with your credit card.’ ‘How is that, I used it earlier today to purchase gasoline.’ ‘Well maybe should pay your bill.’ ‘Excuse me, a thirty dollar charge is all there is against that card–what do you mean?’

‘Well I don’t know why the card was rejected.’ ‘Then why tell me to pay my bill?’ ‘We sent you an email three days ago requesting more information on your card and you didn’t respond.’ ‘I never received an email.’ ‘Oh, we sent it today.’ ‘Again I didn’t recieve an email; can I speak with a supervisor?’ ‘It won’t do no good; your card is no good.’ She hangs up. American Express tells me Barnes and Noble NEVER attempted to charge against it and my account was clean and current.

And I pay a membership fee for this Barnes and Noble?

I have been trying for 2 months to get Barnes and Noble to credit me for my returned item that I bought from their ebay store. It only allows paypal, and they seem totally inept at doing so. I have spent hours on hold and then they promise my refund, but it never appears. You stay on hold forever with Barnes and Noble, and when they forward you the next person has no idea and you start all over again. Their computer system starts mixing your orders up. It’s just a total CF from the start.

I have purchased many books from Barnes Noble at their local store. I had never ordered online, but I received a gift card during the holiday season and figured it would be easier to purchase items on-line and have them delivered to me. Boy was I wrong. The items I purchased were all marked as “in-stock” and “ships withing 24 hours”. After three days I called their customer service phone number and after waiting about 20 minutes, was able to speak to someone. She then explained that one of the other three items was NOT IN STOCK and I would not get the others until they could ship them all. I will make it my business to go on as many websites as I can in order to expose this company to the consumer, so that people do not waste their time purchasing items from BARNES NOBLE!