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Barnes & Noble Booksellers Customer Service Phone, Email, Contacts

Barnes & Noble Booksellers
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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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3:22 am EDT
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Barnes & Noble Booksellers giftcard

Few days ago, I purchased some items using my gift card, but b&n cancelled my orders without any explanation. I used total of 2 gift cards. $150.00 and $25.00. I got my money back for my $25.00, but the balance for the $150.00 is now zero. It does even have the remaining balance of $82.67. I called the customer service and said they will send me new gift card in 2days. It has been over a week and I still don't have my money. I called again, they say i'll just have to wait two more days again. Three days later, I still don't have my money. & whenever I call rep only tell me it will be sent in 2. Days, but they don't keep promise. I will never trust b&n again!

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7:25 pm EDT

Barnes & Noble Booksellers they don't know what they are doing

Used the & ldquo;pick up in store” option online but once my husband got there to pick it up an hour later, a customer service rep said they didn’t have it. Then I called the store and they said the did have it. I had the send my husband again because they don’t know what they’re doing!

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GoldOpals Opals
Karcultaby, AU
Sep 17, 2011 1:54 am EDT
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One hour later and you think they will have it ready?

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3:38 pm EDT

Barnes & Noble Booksellers worst experience ever

Barnes and noble advertise online as shipping within 24 hours. However, the email confirmation I received states an expected ship date of 1/5/2011. Checking the site again, the site still says ships within 24 hours. When I call barnes and noble customer service to cancel the order, a christmas gift, I am told that it is impossible. I had a similar experience with amazon.com, and was able to cancel the order without any problems, without calling customer support, without waiting on hold, and without being told a completely nonsensical situation. Disappointed and frustrated don’t even begin to sum up the experience. This has been by far, the absolute worst shopping experience of my life.

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11:08 am EDT

Barnes & Noble Booksellers coupon expired at purchase

I purchased a coupon worth $20.00 for $10.00 from barnes and nobles. Very excited. The coupon was charged to my credit/debit card $10. Around feb 7th 2011. The barnes and noble coupon would expire april 2011. Well after several attempts to retrieve my coupon. I gave up. And of course now the coupon I paid for is of no value. The program kept telling me the coupon expired the day I purchased it. Every time I went to retrieve. I would like a full refund perhaps, barnes and noble should provide customers full value for the aggravation, as it is very hare to find a place for a complaint. I used a debit card/credit card and was charged, quite promptly I must say!

I hope someone can help me. I am retired, 62, and will start social security soon. $10.00 means alot, with medical bills mounting. Pattijo77 [at] verizon.Net

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2:59 pm EDT

Barnes & Noble Booksellers refund still delayed

In november I ordered a nook as a gift. The person I bought it for wasn’t comfortable using it so I called barnes and noble to return it. I got an authorization number and returned it within their time period. Six months later I am still fighting to get my refund. I can’t call barnes and noble customer service any long because they can’t access my files since my case was & ldquo;escalated to upper management. & rdquo; upper management is still & ldquo;reviewing my case”. There is no way to contact them except by email, and they are not responding to my questions. They admit I did everything correctly on my end, but offer no reason why the refund is still being held up.

I have kept all my original invoices, return authorization emails from barnes and noble, tracking and delivery info from ups, and documented the countless conversations I have had with barnes and noble customer service. It is at a standstill while I keep sending emails asking for some kind of answer. No response, no response.

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inkthinker
Fort Collins, US
Aug 09, 2011 10:27 pm EDT
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They owe me for an unopened, returned nook. It's been over a month and they claim that they haven't rec'd it. I have proof of delivery. LOSERS!

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inkthinker
Fort Collins, US
Aug 09, 2011 10:26 pm EDT
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They took $147 from me and credited me back $99 when I refused their shipment. I would like the rest of my money back too. thanks for that number. I will call them tonight.

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10:30 am EDT

Barnes & Noble Booksellers won't cancel my order

I placed my barnes and noble order on 6/19/2011. I had an emergency & ndash; so after midnight I cancelled my order. I got no response from til the next day in the evening. They said I couldn’t cancel my order because it was already shipped. There is no delivery on sunday. I still had the option to cancel. Barnes and noble kept lting to me, and swithcing things around in my account. I called my bank & ndash; and I disputed it. I also contacted the better business bureau, internet crime center (Ic3) , and federal trade center. I would’ve done alot more, but there isn’t anymore. I have pro0f of our correspondance & ndash; when barnes and noble decided to answer me. I would’ve loved to havd taken them to court!

Thank you. It was my first shopping there at barnes and noble & ndash; and it’s definitely my last. They’re not the respectable company as people say they are.

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5:14 pm EDT

Barnes & Noble Booksellers bad service

I went into a barnes and nobles in co op city in the bronx, ny and was in search of a means to do some work and much neede reseearch. I finally found an oulet to power up my lap top and then was in search of seating. I asked an employee and he informed me that that wasnt his responsibilty, b&n only provides free wifi and electricity was not their responsibilty and noted that thet to had to pay for elecrticity.. Terrrible. I have never been met with such poor service and a disregard for customers. I left abrubtly and refuse to spend my money at that location ever again and I will tell all my friends and associates…

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11:39 pm EDT
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Barnes & Noble Booksellers store coupon terms are misleading

Until the beginning of this month, I had no trouble using the "percent-off-one-item" store coupons to purchase magazines at a local barnes & noble store, since I don't often buy books.

However, earlier this month, I was bluntly told by the cashier when she went to use it that it wasn't eligible, but I replied that this is not stated on the coupon. She refused to honor the coupon even though I tried to explain repeatedly that it doesn't say this, just stating that her "screen" told her it wasn't eligible.

I contacted b&n customer service to get a clear answer why I can no longer purchase magazines if they are not listed on these coupons as one of the items that are not eligible, and after several vacant e-mails back and forth in which I was asked for more information, I was then told that "according to the terms and conditions of this promotion, the coupon could not be applied to magazines".
I replied again asking for the specific terms on the coupon that state this, and they then replied that it came under "purchases made from third parties accessible from the bn.com website (E. G. , used books, pc and video games, etc. ). "
How does this apply to my purchase? I was in their retail store when purchasing the magazine. After saying as much and complaining heavily that this wasn't a satisfactory explanation, that the coupon should clearly state that magazines aren't eligible, and that I would not recommend them to anyone, I received one more reply today with the following message:
"thank you for writing to us. We apologize for any inconvenience this may have caused you. We reviewed your concerns. Your feedback is very important to us at barnes & noble and we appreciate your taking the time to send us your opinion. We assure you that we have reviewed the issues you have raised with the appropriate people on our groupon team and they are under consideration for implementation. We truly value your patronage; your online shopping experience is extremely important to us.
Once again, please accept our sincere apologies and we thank you for your time sending us your comments. We look forward to your next visit. "

Note it says online shopping experience. Just one more thing that tells me they really don't feel that our "shopping experiences" are that important since they don't properly pay attention to what is sent before issuing a reply.

What would this have cost them? They would have made a sale one way or the other. It's ridiculous that rather than give me what would only amount to maybe one or two dollars' discount at most, they would prefer to send me numerous e-mails back and forth that basically give nothing in the way of a legitimate answer, and then add insult to injury by thanking me for my "comments" and "feedback", which they would then consider in the future because my business is important to them.

It may be a relatively small matter to complain about, but the fact that they list specific items that are not eligible and also add vague terms on the same coupon, tells me that they just wish to cover themselves whenever they find they cannot provide a legitimate reason for why they don't want to honor a particular product with the discount. If they don't know what to say to a customer when they know that a valid point has been raised, they can just throw the "third-party" line at them to avoid a legal issue.

It's clear from the number of negative comments I have found about b&n online, that I am not the only one who has had bad experiences with them. I will definitely never recommend them to anyone, and if I can find somewhere else to buy my magazines from, i'll gladly avoid them in the future.

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8:37 pm EDT
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Barnes & Noble Booksellers Customer Service and Online Ordering

Ordered a book online that was used. Was sent the wrong book. Have been trying to settle this since April 2011. Used books handled by second party which they will not give me any information on. I ended up purchasing the book already. All I want is a return label and a refund. I have phoned and emailed countless times. Every time I call customer service it is an overseas operator. I have never received a response from their second party provider. We are Borders Reward members. I can not believe that they are trying to recover their business and this is how they are operating. I give up on my $14 purchase but they are the losers of all of our future business.

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8:15 pm EDT
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Barnes & Noble Booksellers no theft security

I didn't notice that my barnes & noble master card (By barclays bank us) was stolen until the thief had charged over $2600 on it. I called barclays about the theft and reported it. They refused to issue a theft report. The first customer service rep I spoke to marked down that I had allowed a 3rd party to use the card and they decided to stick with that. I asked them to review their recordings because that was an error, but they refused to review the case.In arguing with them, they told me they wouldn't change their position because I "have more to lose" (Don't I wish I had a recording of that!). The police closed my report because I didn't have the theft report from barclays and to add insult to injury, barclays accepted an additional $200 in purchases after I reported the theft.

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11:21 am EDT
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Barnes & Noble Booksellers wouldn't let me cancel my order

I placed on a sunday morning. I had an emergency, so after midnight I wanted to cancel my order. I was ignored til monday evening, saying I couldn't cancel my order it was already shipped sunday. There are no deliveries on sundays. My bank disputed the bill. I also contacted the better business bureau, the federal center, and the internet complaint center (Ic3. ) I did get my money back. Beter business bureau did investigate. I never did receive those 2 books. I wanted to take these people to court. This isn't a respected website like people say it is. Thank you.

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10:08 pm EDT
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Barnes & Noble Booksellers gift cards

I was given gift cards for Barnes and Noble which I tried to use online only to discover that online purchase is limited to "NOOKbooks" this was annoying since this information is not shared at the time of purchase. I live 50 miles from the closest Barnes and Noble, do not have a drivers license and my husband is a long haul truck driver, the entire purpose for the gift cards was the ability to purchase BOOKS online and have them delivered to my house. I personally think this is a marketing strategy to force consumers to buy gadgets required for reading ebooks. Amazon is rapidly becoming my best friend!

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4:38 pm EDT

Barnes & Noble Booksellers rude employee dropping f-bomb

At the danbury, ct barnes and noble there is one employee who is always walking around angrily. He mutters that customers are jerks and constantly uses foul language including the f-bomb.

This employee is constantly slamming the books and magazines into the shelves and if you ask him to help you find a book, it better not be a book against his political/religious beliefs, or he will just continue to mutter for minutes about how people are going to ***.

It's ridiculous how this man hasn't lost his job yet. Nearly the entire staff at this store are grumpy and not so helpful, but this particular individual is the worst. I never was able to see his name tag, but as far as I know, he is the only male working there with a beard and mustache!

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4:08 am EDT
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Barnes & Noble Booksellers damaged product exchange

I tried to exchange a damaged presentation book bought recently from barnes and noble. The "manager" who was she was extremely rude and smug refused to exchange it. She said I needed to have the receipt but I explained to her that it was a gift from a family member from out of state and didn't have a receipt. I tried to purchase a new one and she said she would put a note not to be able to return it because she said I would just return the old one. She accused me without letting me even explain my situation. It's a presentation book that lacks the key function of it... "the presentation". I even have their membership card... What a waste of money. I wish barnes and noble would train their employees on how to solve a customer's issue. What a terrible place.

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5:58 pm EDT
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Barnes & Noble Booksellers etextbooks

I purchased an etextbook from barnes and noble and utilized their nookstudy program downloaded onto my computer. I had trouble from the start - the book would not download and open for the first several weeks. I was finally able to access it. It did fine for a while, and then when I had to redo my computer and reinstalled nookstudy, and needed the book for my final project and final exam, I was not able to access the book. The program told me I had reached my maximum number systems I could download the book to. It was the same computer that I had originally put it on. So all in all, I had no information to use for my final project and exam, and got an f on both which dropped my a to a low b. I complained to barnes and noble and asked for a partial refund for the remainder of the etextbook - since it's still supposed to be accessible to me for another 2-3 months, and they told me that they cannot do that. What a waste of time and money! I definitely would not recommend using their etextbooks or nookstudy program.

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Thompson Derg Berry
Nogales, US
May 25, 2011 7:08 pm EDT

You could have called technical support to have them reset the download limitations.

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3:49 pm EDT
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Barnes & Noble Booksellers false shipping claims

Barnes & noble supposedly offers "free express shipping" to their members. This is an outright lie. As a paying member, every time I order online and choose "free express shipping" which is quoted as 1-3 business days, my packages are shipped ups ground. Ground shipping is not express, expedited, or anything resembling fast. My packages always take 4-5 business days once handed to ups. A more accurate offering for their shipping would be "free ground shipping".

When I contacted customer service about this, they simply stated that they make no guarantees, processing delays etc, however even after providing them the tracking numbers which show my products being shipped ups ground and showing "5 business days" on the ups site, they stopped responding to my e-mails. I finally called into customer service, requested my accounts be closed and as politely as possible asked the csr to pass on the message as to why I was cancelling.

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Update by Brian J D
May 19, 2011 4:45 pm EDT

Getting free "express shipping" is supposedly the benefit of paying for the membership. Since They even state 1-3 business day shipping. Paying for a membership, and NOT getting what was promised is false advertising.

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9:40 pm EDT
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Barnes & Noble Booksellers unauthorized charges

I used B & N for awhile when I first started downloading e-books back in early 2010 to rean on the B&N e-drader. At one point, I bought a book that wouldn't download. Contacted them, they gave me credit for it, no prob. Some months later, after they launched their Nook reader, I again purchased a book to downloan on my iPhone. Didn't download. Tried every way possible and wouldn't work (use computers a lot and usually can "back door" things or get them to work somehow). I again contacted them and asked for credit. They first gave me some crap about "correct format." So I checked the site again - book still said "downloadable" and had NOTHING saying only in certain formats. Told them that. Went back and forth with them over like a $10 charge. Finally said the hell with it and just didn't do any more biz with them. Awhile back, husband decided to surprise me with a Nook. It was really sweet and I didn't want to burst his bubble, so told him how sweet he is and started using it. For him. I personally found it to be a rather outdated piece of crap, with a bad glare on the screen and rather "user unfriendly" program, etc. Ah well. It was sweet. So last week I was looking over my checking account and discovered they had charged me twice for one book. All of $7.99. But I contacted them, copy/pasting the two charges out of my bank statement (it was charged to a debit card) and asked them to refund me my money. Few days later I get a "thanks so much..." e from them. Would I provide certain information, etc. - part of which was a copy of the charges, which I'd already provided. So I provided all of it. Got this sort of "pro forma" e saying that "yes, we charged you $7.99 for that purchase. Thanks and have a nice day." So e'd again - resent the copy/paste from bank statement. Got the same e again. So tried once more - suggesting that they READ the e's (if they were capable). Finally realized, "Heather" and "Douglas" don't exist. It's just a standard e that B&N sends to people, trying to wear them down by not being responsive and requiring you to keep sending them stuff. After having spent about 45 min to an hour of my time, I realized I could call my bank and dispute the charge. They not only charged it back to B&N - but they'll likely have to pay the banks standard $12 charge-back fee too. B&N IS A BAD-FAITH, RIP OFF COMPANY! DON'T USE THEM. AND DON'T BUY A NOOK. THEY'RE A PIECE OF CRAP AND NOT WORTH MORE THAN MAYBE $25. CERTAINLY NOT THE $100+ MY HUSBAND PAID. GO KINDLE!

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tifmoneyluv
, US
Jul 12, 2011 2:04 am EDT

IF the e-mail you sent was similar to this post then I understand their inquiry for more information. Your complaint does not seem clear and I agree with the above poster 1-800-the-book can issue refunds.

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Thompson Derg Berry
Nogales, US
May 25, 2011 8:00 pm EDT

Call customer service. It's an issue that needs to be understood and researched for both parties. You can't just e-mail places and request refunds, even if you have the dollar amounts of said charges. Give them a call. They can look up your account and tell you what was charged.

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7:11 pm EDT
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Barnes & Noble Booksellers shipping times

After waiting over the 4-14 day shipping window of which I think 14 days is a little extreem I am told to give it more time now. I can have a car shipped to me faster that these people move. And I guess they dont actually read the emails you send them based on I am in texas and they tell me about prolonged shipping to military address. Below is excerpts from my email trafic with them.

Them: your order was accepted by the marketplace seller on (03/29/2011). The
Shipping method selected for the order usually takes (4-14) business
Days in transit. Please note: business days are monday through friday,
Excluding holidays observed by the post office. We anticipated delivery
Of your order on or around (04/18/2011). We apologize for the delay in
Delivering your order. Occasional delays in the receipt of these orders
Can range from 1-5 additional business days. For military addresses
(Apo/fpo) there can be delays in the receipt of these orders due to
Additional processing time within the receiving military base.

Since you did not receive your package by the date above, kindly contact
The seller via the seller's email address provided in your order
Confirmation email.

Please allow the seller 1-2 business days to respond to your inquiry.

Once again, we apologize for any inconvenience.

Me: it has now been the 14 days that you said as the max average shipping
Time. You base this on business days of monday threw friday however the
Usps works on saturday so it has actually been 17 days. At 14 days to
Ship two small books is very unacceptable with the speed at which you
Can ship any sized package across the us in much less time without
Expediting the package. I will not use your services again in the future
And will not be recommending your services to anyone. As far as
Contacting the marketplace seller that is your responsibility to vet and
Hold accountable any sub contract sellers that you use to provide your
Services. As I purchased these books off your website and the receipt
Has your name (B&n) on it and states for any questions to contact you
Not the sub contract seller.

Them: thank you for your inquiry regarding your order number xxxxxxxx.

Your order was accepted by the marketplace seller on 3/29/11. The
Shipping method selected for the order usually takes 4-14 business days
In transit. Please note: business days are monday through friday,
Excluding holidays observed by the post office. We anticipate delivery
Of your order on or around 4/18/11.

The shipper has not obtained or provided a tracking number for your
Package.

If you do not receive your package by the date above, kindly contact the
Marketplace seller via the seller's email address (Provided in your
Order confirmation email).

Me: I am checking with you in regards to this order as I have not received
It as of today. Can you please update me as to the status of this order?

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tifmoneyluv
, US
Jul 12, 2011 2:08 am EDT

I'm assuming this is a used item? If so, B&N is not responsible the seller is.

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4:25 pm EDT
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Barnes & Noble Booksellers outlet denied

First off they never pick up their phones. Ive called numerousness times to check if they have a book. Not once have I spoke to another human being... Nevertheless, I come here to study, and their are 2 outlets that are not working. When I asked for service they tell me " we don't usually let our customers use our outlets. Mind you there is sign that says, "free wi - fi" and everyone at a table has a laptop. I've never been so upset. If they had a sign in the sitting read said "no outlets available, I would have gone somewhere else. This used to be my favorite place to unwind. Now my friends and are really starting to resent this place.

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Marilyn Lahman
St. Charles, US
Oct 02, 2013 9:31 pm EDT
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Barnes & Noble crippled me for life when I worked there and they denied everything.

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angry in pickerington ohio
Columbus, US
Mar 07, 2012 2:23 am EST

For a supposed free wireless starbucks cafe Barnes & Noble is a pain in the ###. They have hardly any outlets, they are now cutting down on their refills policies for something as cheap as it gets...ice tea? Not a frappe or an expensive concoction that costs 5 bucks. They want us to come in and browse at their books and use our nooks? but they are going to let some girl with green rotton teeth tell me theres no longer refills on ice tea for a reasonable price? I will hang out at Micky D's and have tanks of ice tea for 1.00 instead of 2.00 dollars a pop and just maybe there will be plugs for your lap top as well. People can also venture to the local library and be assured of plugs and free wi fi ...absolutely Barnes & Noble has lost my vote now...they are becoming ridiculous and petty...

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Anonymous
Chico, US
May 08, 2011 9:08 pm EDT

It is a business you know. Go to a library.

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10:18 pm EDT
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Barnes & Noble Booksellers rude cafe workers

I have never been in a store to buy coffee where they have hired such rude inconsiderate girls. Who said blonda have all the fun? These two girls are the rudest most sourfaced people in the world. And one is the manager of the cafe. I use to go in everyday and if either one is working I wont go in. Made numerous complaints to the store but it seems the manager doesn't really care. So if you go in and there is a tall blond or a short one with a ring in her nose don't order. Not only that it is completely obvious their co workers despise them. Get rid of them and hire some nice people. Im done with the rude girls and I should just name them.. Elyse and jaqueline.

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Barnes & Noble Booksellers contacts

Phone numbers

1800 843 2665 +1 (201) 559-3882 More phone numbers

Website

www.barnesandnoble.com

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