Barnes and Noblesatisfaction is also at the customer's expense

U
This review was posted by
a verified customer
Verified customer
Review updated:

Hi everyone, we're hoping someone nice can resolve this blog for us. We'd like to know why we were denied our money back from Barnes and Noble, when going into the Enfield store here in town to do something simple as returning 2 books. Is it your policy to keep our money at all costs, while thinking we will be satisfied with store credit only, immediately after we were obviously dissatisfied with our purchase? So we should pay all expenses of going to a store, buying a shipping box,tape, a label, shipping the items back to you, so you can't keep our money? Basically it's losing money shopping with you, and satisfaction is also at the customer's expense.

That, and when we asked to speak to "your manager" the person's answer was that they were the manager Then moments later, when asked to speak to his manager again, he was inclined to say the manager isn't in until 9 am the next day? Being told the return policy is on the web site, but knowing it was never shown during checkout isn't customer satisfaction. Store credit is not a refund. We want our money back without having additional expenses."

I could train a monkey to slide that card and give a refund - why can't Barnes and Noble? Because they want to keep your money at all costs. They know the cost of shipping two books isn't worth the aggravation. So- keep the customers money. If you've ever shopped at a major department store, you'd know they accept returns from other stores, online purchases or not - and give a full refund, not store credit. They never even cared why we wished to return the items.

The reply from Barnes and Noble, whom naturally decided to send a form letter instead of answering the question.

Responses

  • Ri
    Ripped off Customer Dec 08, 2006

    Keep your receipt! Show proof of purchase

    0 Votes
  • Er
    Erica Matthews Jan 14, 2007
    This comment was posted by
    a verified customer
    Verified customer

    Just an idea...if the items came from BN.com and not the store then the packing slip should also include a return shipping label for returning products free of charge. This has been my experience with online orders from other companies like J. Crew and Old Navy.

    0 Votes
  • Kr
    Kristi Jun 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I apologize for your experience. I am a former retail manager and can answer your questions based on years of experience as both a customer and a manager. Most retail stores print their return policy on the receipt, either on the front or the back. Barnes and Noble prints theirs on the back. Also, at the checkout counter there should be things that look like place mats that most people assume are there to make it more comfortable when signing credit card slips. Those "place mats" frame the return policy as well.

    Regarding online orders, the paperwork enclosed should clearly state the steps you must take if you are dissatisfied with the item. At many stores, the online warehouse stocks items that are not sold in the brick and mortar store. In those cases, the brick and mortar store cannot restock the item and their computer system is not set up to "receive" inventory that is not already in the database which is sourced at the corporate level. If a store were to "make an exception" you and they both run the risk that your return will not complete successfully (bad idea if it was a credit card purchase). It may be inconvenient to return the item via postal service but online ordering, by nature, comes with inherent risks that the customer must be willing to take.

    Regarding the "I am the manager" comment that the person you spoke with made; Barnes and Noble, as well as many retail stores, employ anywhere from 3 to 6 managers per store. You will find a General Manager or Store Manager who is the highest ranking manager at that physical location. This person is primarily a "paper pusher" who dwells in back office and works the day shift. Below the GM will be 1-3 Assistant Store Managers who are the "faces on the floor" as well as opening and closing authorities who count the money and lock or unlock the store. Below that, you have Department or Merchandising Managers who are glorified full time employees who are given management responsibilities and a set of keys to the store. From there you have Leads who are full time employees that have "cashier codes" that allow them to approve returns or void transactions so the higher-ranking managers can focus on bigger tasks (otherwise the higher managers would constantly be running to the registers to enter a code).

    That being said, the person you spoke with could have been anywhere from a Head Cashier (who is considered a manager without keys to the building) to the Assistant Manager. If you asked to escalate he would be referring to the General Manager who usually works the early shift and would "be in the next day".

    I hope this has cleared things up for you a little bit.

    0 Votes
  • Ka
    Kathleen Apr 03, 2009

    Get this folks. I made an online order and received a ship date of August 4, 2009, when I placed the order April 2, 2009. That's ridiculous. So, I called to cancel the order and take my business to Amazon. The lady said that the shipping date listed on my account was a mistake and that my order would ship next week. I was so tweaked about the entire BN experience that I just wanted to cancel the entire thing. She said no. I asked her, "If my order isn't shipping until next week, why can't I cancel it since it hasn't left the warehouse?" She said, "Oh, that's company policy." That's ridiculous, people! I should have the right to cancel, if the order has not shipped. I will NEVER do business with Barnes and Noble again!

    -1 Votes
  • An
    Anonymous May 21, 2009

    They can't return items without a receipt because you can just grab any old unread book from your shelf and return it, and they lose money.

    Their return policy is 2 weeks with a receipt, no returns without a receipt, for obvious reasons.

    What B&N really need to do is have a sticker for their books that says they're from BN.

    0 Votes
  • Fr
    FrankV Oct 02, 2009

    Your return was most likely after 14 days. No exceptions. We're not a library. After 14 days your getting store credit. AT BEST. Policy says you get nothing after 14 days. You can get store credit if your lucky, and the manager makes an exception. But the bottom line is, that If you wait around over 2 weeks to return the books, then obviously to a manager, it's going to look like you read the books. DUH

    0 Votes
  • Ra
    ramiajo Jan 05, 2011
    This comment was posted by
    a verified customer
    Verified customer

    corporate BS!!!

    0 Votes
  • Dc
    Dcabrera Sep 18, 2018

    on 8-27-17 I bought the princeton AP human geography book, and asked to price match barnes & noble online prices. Cashier stated "No i don't make the rules" in a rude tone. It was returned and purchased on Amazon prime for $12 with free shipping . Do to your outdated price matching policy and rude customer service I will not buy from you amymore.

    0 Votes
  • Bo
    Bobmcgonigle Oct 22, 2018

    Package was sliced by a USPS worker with a box knife. Cover has a slice in it

    Order 48028880
    Ref # 4687262618502
    Date 6.28.17

    From: Fulfillment center
    Super Book Deals

    0 Votes
  • Ju
    Judee Sneed Nov 01, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Order a book on line My grandfather's ship Uss Missouri. It was charged on my debit card and thenjoy I got a credit for same amount and was never notified why. Please chec on my order

    0 Votes
  • Ad
    Adina kap Nov 04, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I just bought this perplexus ball on Friday when I opened it up it was broken I bought it in the Barnes & Noble's on seventh Avenue in Brooklyn New York
    I would like for you to please send a new one
    Thank you, Adina kaplowitz
    3575258638
    2210 ave k Brooklyn ny 11210

    0 Votes
  • Je
    jeehye lim Nov 12, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Stupid 10% coupon only give away white, , , _!!! Even i do not need it ...his name was george i when 2017.02.13 7:00~7:10 pm please check cctv!!!what a great customer service!!! The grove location

    0 Votes
  • Cl
    Clarissa Colon Jan 22, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I have 3 old Nooks that I was hoping to sell towards an upgrade on a nook 9.6 or 10. I was told that because they are out of warranty I'm not able to do that.
    Also, I wanted to know why the nook 9.6 is more expensive than the nook 10?

    0 Votes
  • Ch
    Chuck Thomas Oct 07, 2019
    This comment was posted by
    a verified customer
    Verified customer

    A charge of $27.25 appeared on my credit card on Sep 27, for membership renewal which I did not knowingly authorize. Please credit that card for the same amount ASAP for Member # 542 8501 8506. I have changed my member profile to remove the automatic renewal option which I never authorized.

    I can be reached at (843) 705-5169.

    0 Votes
  • Tb
    TB! Oct 13, 2019
    This comment was posted by
    a verified customer
    Verified customer

    It is a disgrace with the few book stores left yours will be not be one I'll purchase. You MUST be more careful with what you put out for children and keep your opinions more hidden. He is the President of the United States and was voted in by US citizens. Have some respect, before you lose most of your customers!

    0 Votes
  • Cm
    CMJ1 Oct 13, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Why in the world are you carrying this book? It's completely disrespectful and I'm not even Republican! Please demonstrate some good taste and take it off your shelves. As long as this book is on your shelves, I'll be shopping on Amazon for my books.

    0 Votes
  • De
    Deb Richey Oct 14, 2019

    This disgusting book is COMPLETELY inappropriate on so many levels and has no business being sold by a company such as Barnes and Noble. I hope after more people are made aware of this, it will be removed from stock, but if not I'll join the masses that will no longer shop there.

    0 Votes
  • Sj
    SJM71 Oct 15, 2019

    WILL NEVER SHOP AT YOUR STORES AGAIN!!! I understand this is to be a parody, however, it looks like a child's book and the fact you are belittling the President to children is disgusting! Keep your politics away from children and pushing your agenda on the innocent!!

    0 Votes
  • Du
    Dump Trump 2020 Oct 15, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I purchased and love this book. Please ignore the Trump supporters from rural areas and corn fields. I believe it is very unlikely that they can read, because they definitely have not read the Muller Report.

    Keep up the good work.

    0 Votes
  • Ry
    ryanthereasonable Jan 27, 2020
    This comment was posted by
    a verified customer
    Verified customer

    I will no longer be supporting your company for selling such a disgusting, disrespectful book to children (let alone adults). I hope you go out of business.

    0 Votes

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