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2.0 284 Reviews

Barnes & Noble Booksellers Complaints Summary

69 Resolved
215 Unresolved
Our verdict: When using services from Barnes & Noble Booksellers with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Barnes & Noble Booksellers reviews & complaints 284

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Barnes & Noble Booksellers - advertised price vs in store price

This is something I questioned on 1/29/2010 in the store #2166. Before I traved to the store I went on the web for the best price and availability for a michael jackson dvd number ones [protected]). On the barnes & noble web site it was $10.79 (Today - 1/31/2010 it was cheaper at $10.19) and with the ability to "pick it up in the store", I went to b ...

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Barnes & Noble Booksellers corrupted ebooks

I downloaded barnes and noble's ereader and purchased 10 ebooks from them online. Two of the ten ebooks were sent to me corrupted. I emailed them using their complaint form online. I waited three days before I received a response from customer service only to be told they couldn't handle this by email (That certainly wasn't what they said on their website) , and I should call them to get this resolved! Well, had I know this couldn't be handled by email, I certainly wouldn't have wasted my time.

What they didn't know was that I called their 800 number on the second evening to see if I could get it resolved by phone. I waited over 35 minutes and still did not get an operator. I am at this minute calling again. Again, they are experiencing longer than usual wait times, right! I have been waiting for an operator 27 minutes and don't expect anyone to pick up soon. I'm quite sure this isn't the first corrupted ebook they sent to a customer, and they need some quick solution to this problem. I asked in my email for them to send me a corrected copy of both ebooks which would have been a very quick and easy solution. They have my money. I just don't have what I paid for. It's now 35 minutes i've been waiting for them to pick up, ho hum, their customer service is just abominable! Be aware that if you purchase an ebook that is corrupted, that story you've been waiting desperately to read may take days, if ever, before you get to.

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Barnes & Noble Booksellers shipping

I placed an order containing four items on 12/4/09 through b&n.com. One item was shipped three days later, the second over two weeks later and the third and fourth item were to be shipped by 12/24. On 12/30 recieved email asking for a 30 day order extension. I have never had to wait so long. I could have purchased the items in store or through another website. What a waste of time. I will not be using this service again.

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Barnes & Noble Booksellers didn't receive order or refund

This is the 2nd time that I've orderd Barnes and Noble Gift Cards online and did not receive. The first time was 4 years ago and I was able to get a refund for the purchase that was never received after several phone calls.

This year I thought I try again. Big Mistake. I ordered the items on November 30. Received an email that the items shipped on 12/3/09. Never received the items - meantime I've made numerous calls to track the shipments, etc. The Customer Service department is an absolute joke. I was told conflicting stories - items shipped on 11/20/09 (odd because the order was made until 11/30), item shipped and should receive in 3-5 weeks ) for gift cards). Item never shipped, etc, etc. Finally I requested that the order be cancelled and that the gift cards be voided. Was told that I would receive a refund in 3-5 days. NEVER HAPPENED!

After many, many phone calls to Barnes and Noble, I got no where. Finally filed a dispute with our credit card company who took care of the refund.

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Saydeebear
Meriden, US
Aug 20, 2013 2:11 pm EDT

I agree with getting the runaround with Barnes and Noble customer service! July 23, 2013 I bought a nook HD online from there website and the next day after receiving my nook HD I called asking to return it, they gave RMA number and I sent it back to address they gave me.
i called them July 29, 2013 and they said they received the Nook HD and they refund. Yesterday August 19, 2013 i called again asking customer service the status of my refund, they gave me the runaround again.
i wonder what my next steps will be. I'm out $168.00 and still waiting!

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Barnes & Noble Booksellers return / gift compalint.

Carmel indiana - barnes and noble store:

"bad return policy" assistant manger can not make store return credit / decision. General manager of store has bad management directions.

I returned two books on 12-26-2009 and the store assistant manager would not give a store credit on barnes and noble in store card. , understand that I did not have paid receipt but thinking they could look it up on my visa card, (the only visa I have) she said her system could not find the purchases on my card. They said there system is new upgrade and they never had this problem since the upgrade. A store credit is due by a (Barnes and noble - card) and or a full refund by 12-29-2009. I will post a return complaint also with visa / ncb.
I left the books with the assistant manager with my information and said the manager would contact me today. No call.

The assistant manager should be able to make management decisions on a million dollar plus producing store with out the general managers ok, I mean we are talking two books.
Assistant manager should be able to handle this small type of incident. I was not asking for cash or a credit on my visa at all.

Cc: the better business bureau / bbb

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RghtBkatU
Lowell, US
Dec 27, 2009 9:53 pm EST

Come on now, first they're books and second no receipt? You also left the books there? It smells like someone photocopied the books.

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Barnes & Noble Booksellers customer service/shipping

I placed a two-part order with b&n on dec. 15. I paid for expedited shipping for part of the order. The other half shipped for free. I received one item with no complaints.

The other item, however, has been the bane of my entire christmas holiday. I got an e-mail stating the item would take an additional 1-5 days to ship. Less than 12 hours later, I got another e-mail requesting that I ok an additional thirty days for the item to ship. I called customer service and diane assured me the item had shipped. However, nothing on the order status on the web site reflects this.

I called customer service again and spoke with an impolite agent that said the item would be "manually shipped, " meaning it would ship within 24 hours and I would receive confirmation via e-mail.

I won't hold my breath. I will never again order from barnesandnoble.com

I have never had this trouble or rude customer service in the 12 years I have dealt with amazon.com

Get it together barnes and noble!

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Barnes & Noble Booksellers bad customer service

Customer service is horrible and cannot answer for anything. I made an online order and waited a few days and didnt recieve a confirmation. I had to call them and they said I cancelled the order. I was mad but decided to order it again this time from an actual customer service agent. Again they canceled my order! I contacted customer service twice and did not recieve any reassurance that the product is on the way. Whats funny about this is that they are proud to say that they havent outsourced their customer service yet; with service like this I think they should outsource because people in other countries try harder to keep the customers happy! I recommend not to order from barnes and noble online unless you actually go into the store.

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Oscar689
, US
Nov 07, 2020 10:23 am EST

The worst company in the world. Was prevented from cancelling an order 5 minutes after placing it. The alleged link to cancel was not there. They removed it! Their chat rep told me this morning that their management removed the possibility to cancel orders to boost sales, which is criminal. Could not call since they put me on hold for 2 hrs. The item in question will be released in two weeks from now, which should not be a problem. Never again Barnes and Noble, , ,

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Sdap35
, US
Nov 15, 2019 7:37 pm EST

B & D now outsourcing customer services to the Philippines. And good luck with that, because I gave up on any chance of a strait forward conversation (without the rep simply repeating my question back to me repeatedly while apparently struggling to understand either my accent or language?) and finally hung up after they parked me on hold indefinitely. Brilliant decision, B & D - glad you appreciate my $ and satisfaction so deeply that this is the result!

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Rachel1987
arlington, US
Apr 21, 2013 5:02 pm EDT

Please DO NOT EVER rent a textbook from Barnes and Noble. I ended up paying for $139 for a book that should only cost me $40. First of all, the rent is $32 for 60 days (neither quarter or semester last only for 60days), second of all, if you tries to extend the rental due date, they wont warn you that you could only rent it for certain period of time. So in my case, i paid barnes and nobles to extend my rent and, without any warning or email they removed my payment for extending the book and charged me for the full price of brand spanking new book instead. Thanks to Barnes and noble, instead of saving money, i got ripped off instead. Bad customer service! the advice that they gave me was "the best thing that you could do is to keep the book cause $139 already been charged to your bank account".

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Frustratedcc
Norman, US
Jan 17, 2012 8:53 pm EST

Worst experience I have ever had when I talk to one rep they always sent me to the opposite of them either store online, or telephone rep. It was horrible. NEVER IN MY LIFE BEING A CUSTOMER OF THEIRS.

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Karucha
, UY
Jun 13, 2011 7:31 pm EDT
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My worst experience ever! DON´T BUY AT BARNES AND NOBLE. They have the worst customer service team. Very bad experience.

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Sonia Hernandez
New York, US
May 05, 2011 2:36 am EDT

I am also disgusted with B&N. I have been waiting for a refund for a ColorNook that was returned after having encountered problems connecting it to the web at home. I gave up on it after 3 days. I complied with all their instructions upon returning it. Almost 3 months later there is no fund for the $300+ spent. After my 6th phone call, , I decided to do a formal complaint with the Attorney Generals Office (both in Albany and NYC). I am hoping that the AGO will get on their tails and get them to move a little quicker on this refund. Please be aware of their lousy refund track record.

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Madhatter1968
Madison, US
Jan 25, 2011 10:28 pm EST

I thought I had cancelled my rewards club membership back in Dec of 2008 but I was charged the fee again in December of 2009. I was irate, but I thought I could have made a mistake, so I called and complained. They just said no more charges would be done for membership the next year. Well in December of 2010 guess what happened, a charge. so I called, and complained, the day after the charge appeared, and they said they would refund my money. a month later, no refund so I called again, they said nothing was ever done but they would refund the money. 2 weeks later they still didn't do anything, so I called again and they said check with my bank for pending refunds. My bank has no record of anything for Barnes Noble. I called again and I got a nice but ignorant CS rep who said she can't do anything, but wait a few days and call back. I called back (I am in January 2011 now, a month and a half later from first call in December 2010) and even though there are a ton of notes about my situation, no refund was processed yet. Still trying to get satisfaction! Worst CS I have ever had!

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liquidgee
Reading, US
Dec 27, 2010 1:17 am EST

The blatant incompetence, if not outright ignorance, some of the B&N customer service reps exhibit borders on wanton criminality of human pretense. Untrained circus animals have more potential than many of these so-called people. Example in point, is the time I was contacted regarding an order being in. At the checkout counter the person waiting on me told me it wasn't there - I knew it had to be so I waited and got back in line ... the next person found it no problem. This was not the only incident I've had with B&N. Another time I called in an order, providing the ISBN number to the rep on the phone - to the person's credit, they the title and author back to me to confirm it was the item I wanted, which it was. However, when it came in it was the wrong book - fortunately what I was looking for was on the shelf.

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Happy Dude
Raleigh, US
Aug 05, 2010 12:30 pm EDT

Barnes and Noble has horrible unfriendly customer service. Triaglen Town Center, Raleigh, NC 27616.

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Nick1112
Roscoe, US
Dec 12, 2009 8:33 pm EST

I would not visit their store either... I used to go there all the time but their service is horrible. The one I went to is the one in Cherry Valley Mall in Rockford IL! Very bad! Their manager chase people away from their sitting tables...even though I bought their food, they still chasing me and my kids away! DO NOT GO THERE. I now switch to Borders Book Store. They offer free Wi-Fi Service. I have since bought a lot of foods and coffee as well as many books. GOOD BYE Barnes and Noble! Good luck to your horrible service!

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Barnes & Noble Booksellers return policy

Basically, the new return policy for barnes and noble return retail stores is worthless. I bought 2 dvds for my nephew as a gift, only to find out he already had one. I gave his mother the gift receipt and returned several weeks later to barnes and noble, only to find that their return policy is 14 days without a gift receipt. Did it matter that it was a gift, and that I had asked for a gift receipt? Not really. Could I get a store credit? Nope. No way. Why would I ever shop there when borders and amazon still know how to treat their loyal customers? Not a clue.

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Lindsey Bush
, US
Jan 04, 2016 3:11 pm EST

Tried to return a 2016 planner my mom bought me as a gift for Christmas. She did not keep the receipt as she was SURE it was the right planner...It wasn't. I thought I would have no issue since it's a planner that says "made for Barnes and Noble only", so it wasn't like she bought it somewhere else and was returning it here. The rude guy behind the counter just kept saying "We need the receipt to prove it was actually purchased". Wow, helpful. So I said, "So you're basically saying 'maybe your mom stole it'...and it's an item for $8 sold exclusively here? This is horrible." Luckily the stranger behind me in line backed me up. He seemed almost more upset than I was.

Seriously, my student debt will always haunt me, but not enough to cause me to steal. Thanks buddy. I'm shopping exclusively through Half.com or Amazon from now on even if an item I'm just dying to own is sitting on a shelf at Barnes & Noble.

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KYG
, US
Dec 06, 2010 2:25 pm EST

I received a wonderfully generous gift from a dear friend that I can not use. It was purchased from Barnes & Noble. When I returned it I presented the clerk with the untouched item, 2 gift receipts, and the original sales receipt. The only option offered to me was a B&N gift card. My friend wanted to give me something special and I wanted to honor her wish by purchasing something more suitable. But unless I find $250 of worthwhile B&N merchandise that is not going to happen. This action is absurd and corporate greed has just lost B&N a lifelong customer.

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meahgahan
gburg, US
Jul 08, 2010 9:03 pm EDT

Actually, Borders has pretty much the same return policy. And they have that return policy so that people wont treat the store like a library, sorry you got duped but, blame it on the public, not the business trying to make money.

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Barnes & Noble Booksellers shipped me a & new & book that looks used

I bought a textbook online because they had a promotion where you buy a new textbook and you get member's price as well as free 1 day shipping. Well I just received the book in the mail today (4 days after I ordered it, by the way) and seriously.. I think they shrink wrapped a used book and sent it to me because the back cover and the spine are all scuffed up and dirty UNDER the shrink wrap. There's not even any tears in the shrink wrap or anything. Plus the pages inside are faded. This has to be a scam... sure the front cover looks fine and dandy, but there is no way this book is new... Yet I paid the new price. And now I can't return/exchange it because I need it for class. I really want to call and complain, but from what I've heard, the customer service is atrocious.. It would probably just piss me off more... Thanks for ripping me off Barnes and Noble!

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Anonymous
Chico, US
Mar 29, 2010 4:00 am EDT

Why the ### would you care? Is it really that big of a deal? Used clothing I can understand... but a textbook? Just buy an *actual* used one next time and save yourself the money.

It's probably a printing error. Not BN's fault.

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Barnes & Noble Booksellers terrible company

I went to my local Barnes and Noble book store to return a gift. Granted, I did not have a receipt, but they do carry the book i was given as a gift, so I expected to receive a store credit. They would get back the cost of my gift in another purchase, obviously. The manager absolutely refused to give me a store credit and lied to me, saying they did not carry the book in question. I know this was a lie, because I had checked B & N Online first before going to the store.

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Jackers2722
, US
Jan 04, 2011 5:19 am EST

Bring in a receipt next time! Plain and simple!

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pjm3dashion
, US
Dec 30, 2010 6:11 pm EST

We had a similar experience, trying to return a game purchased @ the store. We knew it was purchased there, it was not opened. It had their price sticker. We simply wanted store credit. We did not have a gift receipt. We did not know the policy. We were treated like shoplifters. It was awful. I have spent a 20+ year career in fashion design, merchandising and retail. I hope this is NOT the future of the industry. I will take my business else where!

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FrankV
Los Angeles, US
Oct 02, 2009 5:56 am EDT

gryphon is exactly right. Im sorry you didn't like your gift. But imagine if policy allowed you to get credit for a book without a receipt. You could just walk into the store, pick a book off the shelf, walk to the registers and return it for store credit. This is why ALL returns and exchanges at Barnes & Noble must be accompanied by a receipt.

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Gryph0n
New Orleans, US
Aug 19, 2009 3:04 am EDT

Dear Adolf,

I'm sorry that you had a bad experience, but it's possible that both you and the store manager were both right and wrong at the same time. In the bargain section of the store are books called "remainders". These books usually have a barcode on a sticker that is on the front of the book. If you received the book as a gift, it's possible that your friend or relative removed the cheaper bargain sticker from the book before they gave it to you.

This is important because the bargain product number is different from the product number for a new hardcover book. If the store manager flipped the book over and entered the product number for the new hardcover, the computer would have noted that the book is out of print, and might not have been sold from that store for several years. If you looked the book up online, the chances are that you probably looked it up by its title, not by the product number. The book that you saw online might have been a paperback version of the same book, or a bargain version.

Secondly, as for a return without a receipt, the store manager is not allowed to do that. It wasn't a decision made by the store manager, it is a company-wide policy that any returns must be in saleable condition, within fourteen days of purchase, and must be accompanied by a receipt. It would have been helpful if your friend or relative had asked for a gift receipt when they purchased the book for you.

Whenever something out of the ordinary happens at a cash register, the computer automatically sends what is called an "exception report" to the store's district manager and loss prevention officer. This report tells the district manager the names of the cashier and the manager who were involved in the transaction.

I know that many customers feel that exceptions should be made in their case, but employees have been terminated for little things like accepting returns without receipts. Retailers call this "internal theft" and in this economy, try getting another retail job after having been fired from your last position for stealing from your employer.

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Barnes & Noble Booksellers Unsubscribe button

Beware that once u allow BORDERS BOOKS to send u emails (about price reductions, specials etc.) and it soon becomes a twice a day affair so u have literally enough of it and decide to unsubscribe... u'll be unhappily surprised that their UNSUBSCRIBE BUTTON doesn't function. Do u know of any other spammers who use this trick?

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Update by 80ist
Oct 16, 2009 10:49 am EDT

Usually i do not bother with idiot comments like this: the subject was UNSUBSCRIBE, helloooo! Then (s)he goes on about spelling errors which i do not have but (s)he does, hellooooo again ! Maybe ur brain is not working.

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kvncalloway
Arlington, US
Nov 15, 2010 3:51 am EST
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I sit at my desk and get a pop up in the middle of what im doing at least once a day. That's cool, right? "Borders" promising great savings- sweet! Just go to a store and attemp to utilize a "savings" and see what you're told. I'm done!

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Raven S
, US
Jun 21, 2010 2:23 am EDT

I visited the Borders store, which is located on 6103 North Lincoln Avenue, Chicago.
The environment of the store is very unwellcomming, and the cashiers are very rude. I have been to this store before, and I have been having the same impression too. The manager, who worked on Sunday, was very polite and helpful. He is a male. However, there is a female working during the week in the evening who seems to be looking for a guy. As many times I go there with my boyfriend, she is trying to seduce him. She keeps passing by him on purpose, smiling at him, giving him the eye and bending at him as some easy girl. I have been told the same information by other girls going there with their boyfriends. In addition, she is using her power in her premises in order to make two people break up. I had a coupon for 40 percent. She didn't accept it. She kept attempting to seduce my boyfriend by thinking that I will start acting unprofessionally because of the fact that she didn't let me use the coupon.Other girls have told me the same think. However, she can not expect to break two people with a strong bond by bulling and teasing the girl. The guy will prefer to stay with the girl he is with rather than going for a mean and rude one. A real bully! After that we went to the store located on 4718 North Broadway Avenue. Unlike the store on Lincoln Avenue, the people in the borders store on Broadway Avenue were very polite and helpful. In additon, they accepted my coupon. Of course they will accept it since there was not any pervert manager. I told my man that I don't want us to go anymore to the Borders on Lincoln Avenue because I didn't like how I was treated, and he agreed with me. Other girls have done in the same way. Not only my friends but also my relatives will not go there shopping any more. This pervert store manager makes the store loose lots of money. If Border owners don't want to have a bad reputations and losing money because people want a wellcomming environment where they be treated professionally and with respect, they need to change the manager who is seducing her customers . If the pervert store manager needs a guy, I would suggest that she goes to craigslist.com or clubs.

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suzannecohen
Murfreesboro, US
Dec 03, 2009 11:13 pm EST

To unsubscribe, you may do so yourself on their website or shoot an email to customer service.

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zBoB
, US
Oct 31, 2009 2:46 pm EDT

There is no unsubscribe button in the email they sent me. Or at least it's cleverly hidden. I'm livid. How is that not illegal.

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Sjay20
Concord, US
Sep 25, 2009 4:35 pm EDT

The most you would get would be 3 a week 1) coupon 2) speacial offers 3) Borders rewards perks. And the button works just fine. maybe your computer was not working?

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CosmicEsperanto
Sacramende, US
Sep 02, 2009 1:17 am EDT
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That is entirely untrue, in fact. I get about two emails a week, promoting special deals and sales and offering useful coupons. If you sign up for Borders Rewards Perks, which you would know because it requires extra steps, then you would get a few more 'perks' a week. I opted not to do this. The whole thing is rather easy.

Haven't tried unsubscribing, but based on your spelling and general misinformation about Borders, I can only guess that you were doing it wrong.

(BTW I haven't had 'literally enough of it'. I literally enjoy books! )

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Barnes & Noble Booksellers - member card

As of april 2009, barnes & noble has begun threatening its employees with job termination if they fail to meet a strict quota of "member card" sales. The quota is a percentage based on the number of cash register transactions the employee handles in course of a month (Managers, of course, are immune from this requirement). This nonetheless creates an...

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Barnes & Noble Booksellers unauthorized membership renewal charges

I have been a member of Barnes and Noble since May last year. My husband asked me yesterday if we would like to renew it as we he had received the renewal notice in the mail and we were thinking about renewing it when we went to the store on weekend. This morning I was checking my credit card charges online and I came across a Barnes and Noble $25 membership renewal charge. I did not remember authorizing them to charge my account automatically. I called the store and then the member ship number they gave me. The complied to remove the charge. When I expressed my dissatisfaction from the incident, I was told when you open it at the store, you will automatically be renewed unless you tell them. That is nice. They solicited me and told me verbally about all the benefits and all I have to do is to fill in my information, but forgot to tell me about the renewal policy. Then they told me that the credit may take up to two months. This is close to fraud as I could have missed the charge or may have thought that I had bought a book at the store. Even though, I was going to renew the membership, I will NOT anymore and will stop shopping at that store. This is clearly BAD practice if not fraud.

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baylorgal
, US
Jul 01, 2022 1:57 pm EDT

I experienced the same thing. Today upon checking my credit card statement, I discovered that Barnes and Noble had charged my credit card for $25. I reported it to my credit card holder, thinking that someone had stolen my CC number and used it, but when I went on Barnes and Noble's website I discovered that my membership had automatically been renewed. I did not authorize auto-renewal for this membership.

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White Knight Pest Control
, US
Dec 18, 2020 4:00 pm EST

I agree! Total FRAUD with Barnes and Noble! They are ripping everyone off --- if you try and cancel it, you will wait on hold for hours.

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mrjjwiley
, US
Apr 28, 2020 4:09 pm EDT

they are still getting away with ripping people 6 years later. Its no 2020 and I just had the same problem with them charging me for years for a renewal fee and I never benefited anything because I never went back.

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Brian Connell
, US
Mar 16, 2017 1:42 pm EDT

I am surprised that auto-renewals like these are legal. We just received a $25 charge for our Barnes & Noble membership, and neither my wife nor I can recall joining or authorizing this membership. I'm not saying we didn't opt-in many years ago, when there was still a brick and mortar B&N store in our town. But when I called their customer service to dispute the charge, they wanted a member number. I didn't have that, so they asked for my name. That didn't work because it turns out this was in my wife's name. There's no way to determine that from the vague charge in our shared checking account. So they asked for my phone number, last four of the debit card, etc., until it finally escalated to their finance department. From there we determined it was my wife's account, and she was just as unaware of the membership as I was. B&N says they send an email or a paper letter that would have asked us if we wanted to cancel before the renewal came up. While that's entirely possible, my wife has no recollection of this, nor should she have to monitor her inbox for every shady company that wants to charge her for her lack of diligence in this scenario. These types of membership renewals should be illegal in my opinion.

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somatosoma
The Woodlands, US
Jun 02, 2013 1:03 pm EDT
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In 2009 I paid for a year-long membership with Barnes and Noble for reduced price in books, etc. It is now 2013 and yesterday my husband was checking our Credit Card for expenditures and asked what the BN Renewal Membership fee of $25.00 was for. I said I had no idea. Immediately I went to Yahoo and plugged in "BN Renewal Membership", surprised to find that several other people had been similarly duped by the company. This is how it worked: After I paid for tne initial 2009 membership Barnes and Noble sent me an email giving me the option to agree to auto-renewal each year. I get so much spam etc, in my email account that I just delete without reading it. Apparently the default for not filling out the email request, is to automatically enroll you in the renewal process.

The following year, feeling that I had not gotten my money's worth, when the cashier at Barnes and Noble asked me if I wanted to renew my card, I said no. Did this stop their criminal, scammiing activity? Hell no. Every year since theyn they've taken out $25 AND EACH TIME I BOUGHT ANYTHING FROM THEM THEY STILL ASKED ME IF I WANTED TO PURCHASE THEIR DISCOUNT CARD. "NO, NO, AND NO."
The woman at B & N who explained all this too me acted as if they were stealing my money and it was OKAY because I hadn't opted out of auto-renewal. What I'd like to know is what regulatory agency gave businesses this loophole? This is the fourth time I've been suckered by this type of BS. The first, ATT allowing some stranger to atttach a fee for unspecified services to my ATT monthly bill, is now under suit via a class action order in which damages will be sought.

I told the woman at B & N that I would never shop there again. I'd been a loyal, frequent visitor: never, ever again.

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Becca
,
Jul 09, 2008 6:43 am EDT

Yikes. I've been a loyal and happy customer for many years, but they really (REALLY) bungled a recent shipment. Rather than boring you with all the detail, let me just suggest that if you use them, be sure to check the package-tracking website repeatedly to ensure that shipments really HAVE been shipped -- it seems that their shipment notification emails are by no means accurate. The funny (but not really) thing is that this would have been a very easy problem to fix, had it not been for further ineptitude in their response (i.e., ignoring repeated follow-up emails). Ugh. Off to Amazon for this girl.

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Mrs Rochester
Charleston, US
Aug 26, 2010 11:36 am EDT
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I ordered two books online August 18 and have yet to receive them eight days later. I have been tracking the shipment, which traveled from New Jersey to Kentucky to Georgia to North Carolina, and I'm waiting for it to end up in South Carolina. Considering they sent it from GA to NC rather than straight to SC, I won't be surprised to find that it wanders on over to Tennessee before I finally get it.

Now pardon me while I go scream profanity into the desolate emptiness of my mailbox.

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pkans
murfreesboro tn., US
Oct 26, 2010 1:00 am EDT

I went into the store twice this week to tell the girl my coffee was bad the day before they were busy and understocked with help[ the young peter pan chick was rude to me and made me feel as if I was a dummy for even complaining at all she was working today and a very rude girl they were more into christmas decor. what jerks peggy a

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prof.king.10488
Wichit, US
Jun 05, 2009 7:25 pm EDT

Here is a copy of the complaint letter that I wrote to Barnes & Noble only to discover that not a single person in either the call center or the local stores was willing or able to tell me where to direct my written complaint:

"To Whom It May Concern:

The purpose of this letter is to make a formal complaint about the service I received when calling your call center earlier today. I would like to make a grievance about the following:

1. I was shipped the wrong product.
2. Upon trying to arrange to receive or exchange this incorrect shipment I was lied to. This lie entailed incorrectly negating the possibility of an “in store exchange.”
3. I was placed on hold for 50 minutes while waiting to speak to the manager of a representative at which time the line disconnected me.
4. A third party was able to call into the call center while providing the incorrect name for the order and acquire information about the order including credit card information.
5. Upon calling back to the call center I was again refused the opportunity to speak with a manager.
6. I was verbally accosted while simply trying to speak with a manager.

Any one of the above listed complaints are reason enough in most call centers, which in most cases are considered customer service for the discernable reason that they service customers not defraud, insult or otherwise misrepresent themselves to the customers, for immediate termination of an employee. It would be reasonable for a customer to then assume that it is in fact the policy of this particular call center to offend customers beyond all consideration of repeat business thereby contributing to the gradual and steady decline of business and overall public opinion.

You may thank the prompt and accommodating service of your manager Clarence for keeping this customer from refusing any future transactions, canceling my membership and doing everything in my power as a university professor to stop everyone that I’ve ever come in contact with from doing business with Barnes & Noble. As it stands, my largest concern with this incident is that my personal information was provided to an unverifiable third party. I am strongly disappointed in this company and utterly furious with the treatment of both myself and my personal information. I believe you’ll find at least one of these in direct violation of your privacy policy and quite illegal.

Awaiting any and all correspondence related to the direct resolution of this grievance."

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Marc Krief
Los Angeles, US
Aug 26, 2016 7:40 am EDT

I've ordered a Nook and than they offered me a Complete savings through same website
by clicking you want a trial for 30 days Barnes and Noble submit your credit card and probably collect a fee $12 per month
which a though was my subscription to a Financial Times Newspaper
I did not recall given my credit card and strongly believe the profit of this scam is shared with Barnes & Noble
when calling center you get 4 months credit after a year of billing ILLEGALLY for nothing
Please read other complaints all similar

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Barnes & Noble Booksellers online textbook buyback

I recently used barnes and noble's online textbook buyback service to sell about eight used books. I did the online price quote and printed a mailing label from b&n's website. Subsequent correspondence originated from 'mbsbooks.com'; apparently b&n farms out this buyback service. Fine. But, mbs books received my box of books with an alteration - - in the place of a book that I was quoted $9.80 for, they claimed to have received a book that they valued at exactly zero dollars. I sent a notice of the error to the email address provided by mbs books, with no response. I resent the email two days later, still no reply. So, I emailed barnes and noble, who informed me that I must direct my complaint to yet a third company (Textbooks.com). I did this, and was informed that one of two things must have happened: (1) the package was damaged in transit, and when usps repacked it, a book not mine was mistakenly inserted into my package, and my book was put in someone else's mail (I'm imagining an overturned mail truck on the highway, the driver frantically trying to repack books that have become hopelessly comingled... ). Sorry, b&n/mbs/textbooks.com, but when usps damages a package, they put a notice on it; you would have known there was an issue. Anyway, textbooks.com also suggested this could have happened (2) : the book was misidentified when it was checked in by their staff (Really... Why didn't I think of that?). The isbn's of the two books in question are not even close to each other, but whatever - - mixups happen. Textbooks.com's representative told me two things: one, that in the future I should purchase shipping insurance from usps (Even though it is pretty obvious that usps wouldn't have surreptitiously swapped my book for someone else's... And no one suggested that there was damage involved to my package) , and she also said that "as a one-time courtesy" they would pay me for the book I sent them. How paying me for the book I sent them, that they mislaid, is a courtesy - - and why they will only do it once - - is beyond me. Anyway, to sum up: dealing with barnesandnoble.com's online text book buyback is somewhat frustrating, not at all confidence-inspiring, and not, interestingly, doing business with barnes and noble anyway (Since the transaction is actually done by two other companies. Next time, i'll sell my books locally.

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Barnes & Noble Booksellers Bad service

I went to Borders Books to purchase a Christmas gift for 19.95 with a 40% off coupon. I picked up three stocking stuffers on the way to checkout, one of which also cost 19.95 and the others were cheaper. The clerk said she would take the discount off one of the 19.99 objects and she rang up a 19.99 stocking stuffer with the coupon. When I returned the stocking stuffer in the required time period they would only gave me 60% or 11.99. I complained to the clerk and the manager and they insisted they couldn't give me the full price because it was rung up at the time for 11.99. I was penalized because I purchased more products. If I had left with only the gift intended I wouldn't have this problem.

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ErisStar
River Falls, US
May 23, 2011 3:42 pm EDT

I worked at Borders and customers like you made me want to tear my hair out. Use your basic math skills of you have any.

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SomeoneWhoWorksAndBuys
Ashland, US
Mar 22, 2010 11:10 pm EDT

Wow, this really takes the cake for dumbest thing I've heard lately. You think you deserve $20 back for a $12 item? No wonder the economy is so bad, with customers like this.

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XenoMiang
Dallas, US
Aug 31, 2009 3:01 pm EDT

If you returned the $19.99 stocking stuffer that you got the 40% off on, then why would they give you the regular retail price back on it when you didn't pay that?

The coupon was used on that particular item and they wouldn't have to apply it to other purchases you made if that's what you wanted them to do.

Just take the $12 if you really don't want the item.

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cap1119
Springfield, US
Aug 31, 2009 2:53 pm EDT

So you felt that they should have given you 19.99 for an item that you paid them 11.99. wow ... if you find a place that will do that ... you could buy and return things over and over ... and really make some money on them ... and get everyone to do it to but sadly they would go out of business in a short time ...

but i REALLY LIKE THIS IDEA OF PAYING ... $12 AND GETTING $20 BACK ... I could just stop working and go around shopping and returning ...

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Barnes & Noble Booksellers membership

Recently, I purchased a barnes noble membership ($25/year) and received the card about two weeks ago. Then after it happen, I experienced a series of stupidity and foolishness made by this big bookstore chain. First, I could not get my membership number to work. I can't register the number to the online profile, nor can I use it for online purchase in their website. I constantly get this stupid message: "your membership number is already assign for another account. Please re-check your number again. " I got this message both when I try to register the profile and when I went to the "payment" box when I was about to pay for my purchase. Needless to say, it is quite useless to pay $25.

I tried to call the toll free customer service and I did manage to talk with them. The only good thing out of all this mess is the fact that I didn't wait long until an agent answer my call. But all other things are just none sense. The agents were not able to fix the problem because in their system, they cannot see any problem, at least that's what they said. I tried to communicate via e-mail to the membership dept and another stupidity happened. I was asked to give names and membership # etc. After I gave it, there was no certain solution that was given. Hence, after I had a series of long e-mail conversations I tried to reply one of the e-mails and guess what?
One agent replied to that e-mail asking me to give my names and membership # again! As if it was the first time I e-mailed them.

I strongly suggest everyone not to consider being a member of barnes noble. You don't have to pay $25 and get all that mess I got.

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Cindyds109
Fort Lauderdale, US
May 04, 2013 3:13 pm EDT

I'm very upset at b&n. I signed up for their kids club card and I've had it for a while and I always make sure I use it everytime I purchase a book for my son. Well today I went into the store and the employee who swiped it informed me that my card/ membership doesn't exist and the card is not even working. How could this be possible? She told me to re-fill out a new form. I asked what happened to the points I had supposedly earned from all the purchases I've made and she said if have to start all over again. I was so angry finally asked for a manager and so he says he fixed it but when I check online nothing seems fixed the hundreds of dollars I've spent haven't been accounted for on my card it's still showing that I've spent zero dollars at the store. Never going back to this book store again what a rip off!

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sneekee grrl
Cambridge, US
Jul 14, 2011 11:50 pm EDT

Don't buy a membership from B&N unless you spend a LOT of money on books VERY fast.

I have never gotten one for the simple reason that, when you spend $25 for the card, you don't actually see a savings until you've made that money back in discounts. You have to have spent $250 worth of merchandise, which in 10% discounts makes up the $25 you spent on the card. AFTER that time is when you actually start to get a savings, so, for example, if it takes you 6 months to make back your $25, you've only gotten half a year's worth of discounts, NOT a full year. Is $25 for a 6-month membership worth it? I think not.

They will never tell you this when they give their shpiel, only persuade you to sign up because they say you can "immediately" get a discount. But, until you've made that $25 back, all you're getting is reimbursed in discounts for what you spent on the card. For someone who buys books heavily, it may turn out to be a good deal for them. But, for folks like me who don't spend a lot at B&N except on the occasional magazine, it's a ripoff. Save your money, and sign up for the e-mail coupons, which don't cost you a penny.

Not everything is eligible for the coupons (apparently not magazines), but you still may find it to be a better deal than spending $25 for the "privilege" of getting a "discount" from them.

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ChicConsumer
Ok City, US
Mar 21, 2010 5:53 pm EDT

Terri Pucin, Vice President of Customer Experience for B&N.. try contacting her through the switchboard main number [protected]. Good luck although I recall her being the biggest ### in the world and she is supposed to lead the entire company's customer experience but she is absolutely a horrible wench which tells a lot for the company if the person at the top is completely rude.. Sandeep Varma is the corporate head of Loyalty and rewards, follow up with him..

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Barnes & Noble Booksellers loud obnoxious christmas music

Today I went into barnes and noble on broadway in tucson looking for an art book I saw there last time I was there. There was loud christmas music playing, the hollywood mafia screaming about how the lord is king, etcetera. Man, I couldn't stand it! I was looking through the titles trying to find the book, and this horrible white christian male culture was screaming at me. If I wanted to go to a christian church, i'd go to a christian church, but since i'm a buddhist I don't do that. How would christians feel if buddhists or muslims or whatever were to scream their religion at them for a month and a half every year? If americans want to bathe themselves in religious monarchy, move to another country! Here, we don't like monarchy, and that means real americans don't like christianity dressed up like england or saudi arabia. Jesus wasn't a prince, but just a man, and his big white father in the sky doesn't exist, only his real one.

I complained to the service desk when I left, and of course, the guy made faces at me. If ignorance is the presumed status quo in america, well then, what does that say about the kind of people we are?

Tara carreon

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IronGrudge89
Mountain Top, US
Apr 09, 2011 3:20 pm EDT
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Just because you don't follow a particular faith, doesn't make you a "non-American." And contrary to popular belief, the founding fathers were Atheist. "In God we Trust" was put on currency to make people such as yourself feel adequate. "If you had half a brain" you wouldn't be a condescending [censored] and be so quick to judge. What an obvious American you are. Keep believing what everyone spoonfeeds you, though. Typical Christian.

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Real Music lover
, US
Dec 21, 2010 10:24 pm EST
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I find a lot of the music is sound offensive due to the screaming. It sounds like hog calling at a state fair, accompanied by musical instruments. the singers should not call themselves artists, but should be kept away from any recording device altogether. It's not just ethnic. I mean Celine Dion singing Christmas music sounds revolting as well as Black singers. Mellow it out people!

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TA Lopez
Tucson, US
Dec 17, 2009 10:04 am EST

Did you use your "American" money to pay for your purchase? Have you read what is written on it". The thing about America, that you should "get" if you had half a brain is...You had the choice to leave and not spend your money there, why stay and then complain? What an obvious non-American you are.

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Holly
Austin, US
Dec 26, 2008 4:32 am EST

I completely agree, as I am an employee and B&N and agnostic. Try working there every other day with Christian music forced into your ears. Even worse, the Bible Belt is defacing anything that is not Christian or has Obama on the front. It is absolutely DISGUSTING.

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Barnes & Noble Booksellers fraud

I just discovered an "unauthorized charge" on my credit card from BarnesandNoble.com that just occurred 11-14-08 for $66.22. In calling Barnes and Noble the rep asked me a few questions that would determine "if the order was indeed fraudulent" such as billing address, email address, card number etc. in which NONE OF THIS INFORMATION MATCHED! however, the rep could not reveal the items ordered nor the shipping address of these products even though it was my CARD! get this - the order had even already shipped so it would seem that revealing info would not be a problem because IT WAS MY CARD USED FRAUDULENTLY ! So i called my bank (bank credit card) and they were appalled because they dont even have on record that Barnes and Noblem called them for AUTHORIZATION which they should have done on all online purchases!..So now I have to wait until monday morning to call the Barnes and Noble Sales Audit Dept to correct this. I have since deleted my card info off their website for future purchases and having a new credit card issued but it seemed like Barnes did not really take ahold of this fraud purchases seriously.

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gunneraction
, US
Apr 24, 2020 3:05 am EDT

Sharon Stogdill continues her fraudulent schemes. She charges 38.++ on my credit card, thru WALMART. Items were shipped to her address at 1315 Poplar St. Atlantic IA. Her email address is mumbo jumbo, (paoahyelgibrmbodojykygfesoyowakqe) and she attached this to my legit email address. How she got my c.c. number I don't know. Watch out Sharon, we know who you are and where you live. Jail isn't pretty and neither is the alternative.

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RobClemt
, US
Mar 19, 2020 4:33 pm EDT

Same thing here. The header says Walmart but the footer says CVS!

Hello Sharon,
Thanks for your recent order. The items below are on their way. If you ordered multiple items, they may ship separately. You can track their progress in your account.

After reviewing the details below, visit our Help Center if you have any questions. Please do not reply to this email. This mailbox is unmonitored.

-Your Walmart Customer Care Team

Shipment 1

Arrives by: Fri, Dec 15

Fedex tracking number:
[protected]

Shipping to:
Sharon Stogdill
1315 Poplar St.
Atlantic, IA 50022

Track Shipment

It may take 24-48 hours before
tracking information is updated.

Item Qty Total

Donkey Kong Country Returns for Nintendo Wii
$19.88 1 $19.88

Shipment 2

Arrives by: Tue, Dec 19

Fedex tracking number:
[protected]

Shipping to:
Sharon Stogdill
1315 Poplar St.
Atlantic, IA 50022

Track Shipment

It may take 24-48 hours before
tracking information is updated.

Item Qty Total

You Are Naughty Bag of Coal Adult Halloween / Christmas Accessory
$11.00 3 $33.00

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darlene formanek
, US
Jul 16, 2019 12:08 pm EDT

I also just got and email about this person making orders for a bunch of movies and using my email that I don't use for purchases I called AMazon and they said they my email is not listed on amazon with an accout.
Amazon_Opinion_Requested

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Big Daddys Comics
, US
Jun 20, 2019 7:40 am EDT

fake emails and there is not information you can find too foward
To ensure you receive your Barnes & Noble emails, please add barnesandNoble@mail.barnesandnoble.com to your address book.
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Books | NOOK | Textbooks | Teens | Kids | Toys & Games | Home & Gifts | Music

Dear Sharon Stogdill,
Thank you for your order. Please see below for your Order Summary. We will send you a follow-up email once your items have shipped. If your order contains a pre-order, those items will not be available until their publication date(s).

If your order contains a digital pre-order, that content will not appear on your NOOK or NOOK Reading App until its publication date(s). Otherwise, all digital content on your order is ready for you to enjoy now.

If you ordered a NOOK magazine or newspaper subscription and qualify for a 14 day trial, we won't charge you until the trial ends. Remember, you can always cancel anytime during your free trial period and owe nothing.

Order Summary

Order Number: [protected]

Ship To:
Sharon Stogdill
1315 Poplar St
Atlantic, IA [protected]

Bill To:
Sharon Stogdill

Shipping Method:
Standard Shipping

Item Qty Price

Lionel Thomas and Friends Ready - to - Play Train Set 2 $139.98

Sub Total: $139.98
Shipping & Processing: $9.98
Tax: $9.80
Discount: -$0.00
Total Price: $159.76

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MR.PEARSALL
Kenansville, US
Oct 22, 2010 1:43 pm EDT
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YOU PEOPLE UP HERE TALKING ABOUT BARNES AND NOBLE RIPPING PEOPLE OFF.

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MR.PEARSALL
Kenansville, US
Oct 22, 2010 1:41 pm EDT
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BARNES AND NOBLE IS NOT A SCAM YOU PEOPLE NEED TO GROW UP

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Atlanta Student
, US
Aug 10, 2009 10:29 am EDT

Something strange is going on with B & N. I placed an order last week for books for school and then yesterday received an email asking for verification information in order to finalize the order.

The email was from book.com and requested all of the following information via email! When I called and spoke with a supervisor named "Lea" she refused to give me any information about and hung up on me!

Either it is a scam or they have an inept security department. I will NOT be doing business with Barnes & Noble online until something changes.

********************************************************************
Please reply to this e-mail with the following information:

Credit Card (last 4 #'s)____________________
Security Code # (3 or 4 digits) _________________(see below for code location)

Credit Card Type
Card Code Location

Visa, MasterCard and Discover
* Last 3 digits on back of card on Authorization Signature
Strip

American Express
* Last 4 digits on front, middle right hand side of card (not
embossed).

First/Last Name on Card_____________________
Billing Address ____________________________
________________________________________________________
________________________________________________________
Contact Telephone #_________________________
*******************************************************************

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gel
Lancaster, US
Jun 05, 2009 12:53 pm EDT

Same thing happened to me... my credit card was charged $114.49, $115.49, $116.49! I called Barnes & Noble Audit Dept, they wouldn't tell me who made those charges and what items were "purchased". I called my credit card company but they couldn't help me anymore since they have a regulation that they can't dispute "fraudulent charges" if it was more than 60 days old!

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crazyworld
Fargo, US
Mar 03, 2009 4:30 pm EST

Happened to me in February for roughly the same amount as everyone above. They couldn't release who's name was on the order or other shipment info. They gave me a fax number for local law enforcement to request it directly from them. Unreal.

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Ashley
Charlotte, US
Jan 03, 2009 6:18 am EST

Same thing just happened to me, only I was charged TWICE by Barnes and Noble each time for $74.75. I too called and was given the run around both times. I did a large amount of online shopping before Christmas...but have NEVER shopped at Barnes and Noble online. Will be more careful in the future using my debit card online.

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Barnes & Noble Booksellers inept customer “service”

My advice is succinct: if you must use this company, be sceptical when you receive the "your shipment is ready to leave our warehouse" email. Check the ups website routinely and make sure that ups actually has received the package.

The idea that their online customer "service" may reply to messages "within 24 to 48 hours" is really a significant problem in this day and age.

I have been a happy (And generally loyal) customer of this firm for many years, but am really annoyed (And a little amazed) by their ineptitude, and am sorry to say that I won't be buying from them, either online or in their stores, ever again.

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Ian Millard
,
Jun 28, 2014 5:55 pm EDT

I ordered a packaged set of three books (Published by microsoft) from barnes & noble.
Only one book of three arrived - after 28 days. Nothing was back ordered.
My credit card was overcharged.
B&n "customer service" is not interested in solving the problem, intervening, or issuing a credit within a reasonable time.
No further response from b&n or the reseller after multiple emails and phone calls. I have reported the charge to vi?Sa as fraudulent.
Stay away from b&n.In my opinion they are a rip-off.

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AngelAZ1234
, US
Jan 19, 2011 12:20 am EST

I ordered a book online @ b&n. The payment was processed however I am still unable to download my book. I have sent emails and called (Each phone call you hold for approximately one hour and then are transferred to someone who sounds like they are in thailand). I was told the first time I could download my book within hours of course there is no record of this call. They refused to credit back my money and refused to give me a gift card for a new book. I asked for a supervisor and was put on hold for over minutes and no supervisor ever answered so I hung up. My e-reader was a christmas present and I am considering returning, buying a kindle and trying amazon. Maybe their customer service is much better it can not be any worse. Horrible customer service I was actually told that many people are complaining about not getting their books and that is why the hold time is so long. Still no resolution. We asked the rep what would you do if you paid for a product and the company refused to ship it? It is unbelievable. I also shop at the local barnes & noble but after this customer service I am switching to another store for my book purchases.

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Sueroseg
Schaumburg, US
Feb 05, 2012 4:47 pm EST

I bought a magic card trick gift for a grandchild's january birthday in december during the christmas sales. I was not able to give the gift and went to return it on 2/5/12. Barnes & noble would not return the gift because they said the time period had expired to return the gift, i. E. 1/31/12; nor would they give me a store credit which I would have gladly accepted. They indicated the terms for returns was on the back of my receipt. Does that mean I had to first buy the gift to see what their "returns" procedure was? It's not like the gift is out of date. The same product will be for sale next christmas.

I will never buy anything from barnes & noble again.

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Dave
, US
Jan 12, 2011 12:31 pm EST

I have purchased the NookColor from Barnes & Noble. The NookColor is an e-reader, i.e. a device for reading ebook. It came with an USB cable for charging and also file transfer with desktop PC. At the beginning, everything works normally. But few weeks after the purchase, I found I couldn't perform file transfer with the USB cable, i.e. my PC didn't recognize the device at all. Fortunately, I have another cable and tried the file transfer. It worked. Therefore, I knew that cable was defective. I then contact BN via email. They then replied that I had to contact them via phone. I called them but their hotline was extermely busy and I had to wait in the IVRS loop for more than 20 minutes before answered by their support. I talked to him about my problem. He checked with my detail and finally confirmed that I should get the replacement. But at that moment, I told him I would like to confirm him the delivery address and then finished the call. Later on, I decided the delivery address and I sent email to BN to ask for the replacement. But they only sent me the "robotic" reply to ask me to contact them by phone. I was frustrated that their email support channel is actually useless. I have explained that the IDD had already costed me more than that of the USB cable. But they still keep on sending that "robotic" reply...

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cwcurlee
Joshua, US
Sep 01, 2010 5:45 pm EDT

I purchased a demy for my wife's birthday at the end of may. When she opened it on her birthday in the middle of june she did not like it. We contacted barnes & noble about returning it and did as they stated. It was signed for on 7/2/10. They have told us that they have given us the $216 credit on several different dates. But the credit card company said that credit has not been received. We have tried contacting them and they won't reply. We have filed a complaint via our credit card company. I would not recommend anyone doing business with barnes and noble on line or on the phone to place an order.

I have copies of emails stating that merchandise was received back and that credit was issued. But as of 9/1/10 it has not been credited.

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Deena910
Columbia, US
Feb 21, 2012 8:30 pm EST

I was given two gift cards in december and used both to order a built neoprene 15 inch mac book pro bag. They delivered a 13 inch bag. I then sent back the 13" bag and was told a 15" would be delivered to me in a week or two. Two weeks later I got an email that they could not fulfill the order. No refund was issued on my gift cards. Meanwhile I had destroyed the cards because I had placed the order - big mistake. I've just made my third attempt at getting either an e-gift card or mailed gift card. They always say it will come in 7-10 days and never arrives. Meanwhile, i've cancelled my barnes & noble membership. If I do ever receive the refund, I will quickly use it and then never order from b&n again. Terrible service - amazon is so much better and helpful.

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BBharat
Jersey City, US
Aug 25, 2011 4:32 pm EDT

B&n doesn't have a customer service at all, their customer service is terrible. They have accepted orders for touchpad and hold the money in credit card, after a day they cancelled the order saying there is no stock, how can they accept order without stock, it is completely a scam.. I would have bought elsewhere if they showed as no-stock and dont accept orders.

I called customer service, no answer. I mailed them for the reason for cancellation, no reply till now. I don't buy anything from here and never recommend this site for anything.

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symon.shim
, US
Nov 25, 2012 12:16 pm EST

My experience today relates to ordering online - you can run into situations where you've placed an order, cancelled the items in your order, but then have the orders "authorized" to ship to you despite your cancellation request. After I contacted customer support, I was told that the order had gotten automatically authorized and that clicking on the cancel links were was just a sham and that the system had overrode it. My only recourse left is, after receiving the shipment, to go into a store in my area and return it. I was told that not even a supervisor would be able to change the order status so there is some arbitrary point (Which you, as the customer, would never know) where you cannot cancel the order.

Please be advised about this aspect of ordering online from barnes & noble: what their system decides overrides your attempts to modify or cancel online without clear indication of what actually happened. If you happen to wander into b&n's online store, ask yourself the following:

1. Amazon has cheaper book prices overall - am I here because I just want to contribute more money to b&n's coffers?
2. If I order something and want to change it, chances are that I will need to hoof it to a brick and mortar store to do any returns. Am I here because I don't, in truth, like the convenience of ordering online and need an excuse to take time to return something in the store?

Tracey S.
Tracey S.
Hewlett, US
Dec 10, 2010 7:48 pm EST

I ordered a number of items from Barnes & Noble online on Nov. 29th. Now I am being told that only one of the items will be delivered before Dec. 25th because one of the items was back-ordered. At no time was I given an option of having some of the items delivered earlier and was only told about this delayed delivery when I called up to inquire. They then refused to deliver the items that were ready any earlier unless I paid an extra shipping fee. Customer service at its worst. When I sent a complaint to their email, I got a canned response back three days later apologizing for any inconvenience. Now I will have no presents for my children for Xmas, and no guarantee that they'll even arrive before 2017. I'm livid. Amazon.com would never treat a customer this way and I will never order from Barnes & Noble ever again. I wrote a column about my awful experience at the Lynbrook Patch at http://ow.ly/3nb8w

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gkg
Bolingbrook, US
Sep 12, 2009 7:47 pm EDT

I ordered textbooks from b&n on 9/2. I got an email receipt which I have to confess I didn't look at closely because I figured my books were happily on their way (3-7 days!). When I finally looked, I noticed the ship date was 9-23 with no explanation. I called on 9/8 and found out the entire order was held up because one item was on back order. I cancelled that item and was assured i'd have my other books in 3 days which would have been friday. Well, turns out my other items didn't ship until friday and will arrive too late for my assignment. Changing an order apparently takes 24 to 48 hours to process. How can that be? I will end up purchasing all my books at full price, will have to return the b&n books and will be out all the shipping costs.

Textbooks are time sensitive. Why wasn't I notified that one of my items was backordered? Why weren't my other items immediately shipped separately? I would have long since received them. Amazon provides these services all the time.

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12:27 pm EDT

Barnes & Noble Booksellers sports illustrated magazine!

I would like to know why Barnes and Noble finds it appropriate to display, a Magazine picturing a topless women in a place where children are around? I was getting coffee at their little Starbucks island, when my eyes were severely scared from glancing at a Sports Illustrated Magazine, with a young woman wearing only a carefully placed necklace and little bikini bottoms! I love to take my 3 year old there to look at books and for story time. But after this incident I hesitate every time. I don't want my son to see this! It is highly inappropriate and disturbing! If Sports illustrated insists on pushing the limits what's next? No top or necklace? If they won't cover their cover shots then Barnes and Noble shouldn't put them in a place where children are certainly going to be! What kind of ethics would allow something like this...

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ArizonaMom
, US
Apr 11, 2016 12:34 pm EDT

P***OGRAPHIC images at child's eye level, at checkout stand, in Scottsdale, Arizona store. PLAYBOY, Sports Illustrated (cover model suggestively posed in a tiny swimsuit), and more. You can not make a purchase without your children seeing these. I spoke with the store manager who's only comment was that the magazines pay for placement. I will be sharing the photos I took of these magazines stands, placed low enough for any 2 year old child to grab, on Facebook, Twitter, Instagram, and Yelp. Also with the PTO of our elementary school the next time they consider having a book fair here. The business decision to place these p***ographic images in front of our children at their checkout stands (obviously at a corporate level since people from all over the country are posted similar comments) boggles the mind. My family has been such a big supporter of BN through the last 2 decades, but as my husband said, "No longer".

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-6??
, US
Mar 02, 2016 10:31 am EST

Breast feeding is not inappropriate but displaying women as "sports", objects and playthings is. You know the difference.

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Thompson Derg Berry
Nogales, US
May 25, 2011 8:21 pm EDT

You have to remember a 3 year old has a completely different mindset than you. Do you think we should blindfold young children while they breast feed? Obviously not. They are much more innocent and therefore generally ignorant of such things. They probably didn't even notice it until you started freaking out. I've found that the screens that sometimes cover magazines are generally placed there to appease the repressed/easily offended adult more so than protecting the minds of the children.

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Protect your children
Hendersonville, US
May 03, 2011 3:14 pm EDT

Wow! I'm shocked to see how so many narrow minded people we have here with absolutely no respect for kids. I'm making a similar complaint to corporate in just a few minutes. My story, on the other hand, is a little different. I'm disappointed to see that Barnes & Noble can allow Children books just a few feet away from XXX rated Adult books showing graphic pictures of sex. I took a picture to send them and it's disturbing. I brought it to the clerks attention and over heard the clerk tell the manager that it is corporate's decision where they place the books. I'm furious and want an explanation... how I would have to explain to my child if he were to discover a sex act book while he's searching for children books. Really? I'm not against having the books in the store at all... but have some coed of ethics here people. Have some respect for parents who want to go into a book store with their kids TO THE KIDS SECTION and not worry about running into PORN!

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jjade
Gilbert, US
Jun 27, 2010 10:17 pm EDT

That's funny cos you know what? I've been in a Barnes and Noble where adults are reading adult magazines in the kids section and books from the sexuality section and they leave them there. Congrats to the Sports Illustrated swimsuit issue. I'm glad it makes people uncomfortable. Your kids are going to learn about sex anyways, and there is nothing wrong with the female figure that is in barely there bikini's. Bet you wish you were her or "with" her.

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sbm3610
Wilmington, US
Jun 08, 2010 9:56 am EDT

I made the same complaint. It isn't that the image shouldn't exist--it IS that the image should NOT be displayed at eye level with a 3-year-old at the checkout counter. Which is exactly what I witnessed, a 3-year-old child staring face to face with a topless woman while mom bought him a child's book. I'm not sure why that would not disturb anyone.

If any of you who call her a "prude" would gladly show your child this image, you would be convicted of child abuse. It is easy to avoid the self-help section. It is easy to avoid the magazine section with Maxim and other covers inappropriate for a child. It is not possible to avoid the checkout line if you want to buy a product. It is not possible for a mom on her own to hold her baby, buy a book, and hold her 3-year-old to prevent him from staring at images right at his eye level. And Kristi, many a store has been sued b/c of injury to the child within that store--it is legally not always the parent's responsibility but the store's to provide a safe environment and the store is the responsible one for what occurs there (whether I agree with this or not, doesn't matter, there are plenty of court cases that verify this, look it up.)

When I questioned the clerk, she said "well, we sell a lot of them." And that makes sense. Sex sells, and money is important right now with the economy, but should it be allowed at the cost of showing a child soft porn?

*If anyone disagrees that this cover is soft porn, the legal definition of soft porn includes: Sexual images that are not violent...Portions of images which are considered too explicit may be obscured (censored) through various means. These techniques include the use of draped hair or clothing, carefully positioned hands or other body parts, carefully positioned foreground elements in the scene (often plants or drapery), and carefully chosen camera angles.

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dweezil
Georgetown, US
Jan 19, 2009 1:39 pm EST

I work at a Barnes & Noble and I'm very sorry your eyes were scared. Maybe you can get them into a support group for frightened body parts to help build their confidence.

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Kristi
,
Jun 12, 2008 3:22 pm EDT

As with ALL public places and establishments, it is PARENTAL RESPONSIBILITY to look after your children. If you do not want them to see certain things, don't take them out in public. Actually, turn off the television at home and black out the car windows as you drive as well... I've seen what people do sitting at stoplights!

Trust me, the Sports Illustrated and magazine rack in general is not the worst thing you will see on the shelves at a bookstore. Near Self Help you will see a whole section on Human Sexuality that contains full frontal nudity and explicit sexual positions... right there at eye level. In other words, it is not the responsibility of Barnes and Noble, Borders, Books and Co., et al to parent your child or "what if" themselves into a state of perpetual fear.

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bob
,
Mar 11, 2008 4:40 pm EDT

First of all get over yourself ok! Open your mind a little ok, done be such a prude lady, eyes were scared, please stop being so dramatic.

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jenny
, US
Mar 11, 2008 2:13 pm EDT

First off the Human body especially the Female human body is defiantly not "highly inappropriate and disturbing" unless the person has not taken care of themselves physically or hygienically... “my eyes were severely scared” Why cause the lady gracing the cover was way hotter than you could ever hope to be? Quit being such a PRUDE.

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