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Barnes & Noble Booksellers Customer Service Phone, Email, Contacts

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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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3:08 pm EST
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Barnes & Noble Booksellers no credit for returned books

In october 2007 I mailed in 10 books, in one box, for return credit to barnes and noble. All the packing slips were included in the shipment. They were all packaged in one box. I received credit for 7 of the returned books, but it has been a constant battle for the last three books. The customer service people insist that they have not yet received the books in question but I know that is impossible as I sent them all in the same box - realistically, if they received the first 7 books, then they must have received the last 3. I have been corresponding with these people since october and have found them to be completely without empathy and have no idea what customer service is. I have all the original emails sent to me by them, most of them with differing stories and resolutions.In fact one of them promised that I would have my credit within two billing cycles, that was two months ago. Someone owes me for the 3 books returned. This is getting increasingly more frustrating. Barnes and noble has the worst customer service i've ever experienced. I've cancelled my b&n membership and credit card and will never do business with these people again. Can anyone help me?!

Read full review of Barnes & Noble Booksellers and 4 comments
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idacajun
Pensacola, US
Jan 20, 2009 1:21 pm EST

I ordered birthday gift for my little grandson on line, Learn to Draw projector kit. I paid the $3.00 extra to have it gift wrapped and had it shipped to his house in ID. UPS did a good job of delivering it but when my grandson opened the package, all the contents of the projector kit was gone and replaced with 2 small empty boxes, pieces of paper, a broken buzz lightyear toy, a baby bib, 2 plastic fruits. I contacted them by email 2 days later still no word, so i dug till i found the phone number and was told that they no longer have the item in stock but would refund my money to my debit card when they receive the bad gift. I told them I was not paying to ship it back to them and they need to process my refund so I can afford to buy him the gift somewhere else. After a few heated words, she said she processed refund request but would still take 3-5 business days, it didnt take them 3 hours to deduct it from my account but it takes that long to get it back to me.
They have lost me as a customer and i will tell anyone that will listen!

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Don
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Jul 27, 2008 11:30 pm EDT

I never go to Barnes & Noble so I never had a problem.

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William S
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May 16, 2008 11:29 pm EDT

Terrible customer service. Tried to make a return after 14 days of a gift that was a duplicate. No one at the store had the authority to ok it even tho we shop there every week. Dont buy your gifts at Barnes and Noble.

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Roar
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Apr 02, 2008 11:57 am EDT

I ordered two DVD's online with a gift card in December, and two months later I received an empty package. I called their customer service line which is 1-800-The-Book and they told me that they would send it again.

Just today I remembered that I had never received the DVD's. I called them and they told me they could not do anything about it. I'm never buying from them again.

ComplaintsBoard
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12:00 am EST
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Barnes & Noble Booksellers barnes and noble falsely advertises & fast and free & delivery

On december 16th, I ordered items from barnesandnoble.com to be used as christmas presents. I normally would never order so close to the holidays, however, the website advertised - "fast and free delivery. " according to the advertisement, orders placed by the 17th would arrive 3 days after being shipped from the warehouse. My items were shipped on the 19th and scheduled for delivery on the 22nd.

However, ups has now rescheduled the delivery for the 24th. I will not be home to receive this delivery as I will be visiting the people for whom I ordered the gifts that I will not have for them.

Had I known this would be a possibility, I would never have ordered from them. Their customer service operator explained that they have "no control"over ups who apparently do not deliver on the weekends. Why, on earth, would a company as large as barnes and noble use a shipping service over whom they have "no control" and who do not deliver on the weekends?

Read full review of Barnes & Noble Booksellers and 9 comments
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• Danna •
, US
Aug 28, 2022 10:49 pm EDT

Was in Woodinville, WA doing some shopping and saw the Barnes and Noble Starbucks and needed a coffee. On our way in I saw their sidewalk advertisement in colored chalk saying, "Book Haul 50% off".

It was colorful and cute and caught my eye, so I looked for any requirements like, "For members only", etc. Nope. Just that caption and some books drawn at the bottom of the chalkboard. I thought I'd grab a couple of books for end of summer reading.

Went in and purchased three books expecting them to be 50% off. The clerk said, "That's only on selected items". I replied that that's not what your sign says. It says "50% off". He even went outside to look at the sign. Came back in and repeated the exact phrase to me, like I didn't hear him or understand him the first time.

He was kind enough and wasn't rude but didn't seem to care that that's false advertising. I told him he must be careful about advertising because the clothing company Justice was sued in a class action lawsuit many years ago and the company has since disappeared from shopping centers around here.

I'm going to call customer service to file a complaint, but don't have time to be filing false advertising lawsuits. It really irked me that he flippantly dismissed the importance of correctly advertising and the effects that this can have on a company. Like it's no big deal. When I left another clerk came out, walked by the sign, looked at it and walked back in. I waited in the parking lot to see if they would change the ad at some point and they never did. Like it's unimportant that they are using the ole' "bait and switch" or "click baiting" us lol. Not...

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Mushigaga
, US
Oct 15, 2015 9:39 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree that the express delivery is a sham. This is false representation and they could be liable for misrepresentation. I ordered a book with express shipping 5 days ago and it has not even been processed yet, let alone shipped. There is no way it will be on time for my son's friend's birthday present. I will never order from them again.

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NYCParent
New York, US
May 15, 2014 11:41 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I've been a Barnes and Noble member for at least 5 years. My daughter is an avid reader with 7foot tall bookshelves full of books from Barnes and Noble. The Express 1-3 day delivery is a lie and a sham. I get frustrated each and every time because it normally takes 1-3 WEEKS and NOT days. I'm going to try Amazon since they have a lot of good reviews.

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MissActuary
Brooklyn, US
Jul 31, 2013 1:34 pm EDT

I used to be a diehard fan of Barnes & Noble but their shipping practices baffle the mind, especially when you consider the excellent customer service of their competition Amazon. I don't mind having to wait for an item a few days but don't lie about it! Don't tout 1-3 business days express shipping when it will take at least a week to leave the warehouse, and on a FRIDAY which prolongs the wait 2 more non business days! FALSE ADVERTISING! If this book wasn't sold out everywhere else I'd cancel my order.

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lg1961
Ape, US
Sep 29, 2010 3:36 pm EDT

I have a membership with B&N which promises free express delivery. I placed an order on Sept. 24 (everything in stock) and found out that it won't even SHIP until Oct. 15. How is that express? I emailed them but no one bothered to return my email. I've since cancelled my order and will not renew my membership with them. (nor will I ever order from them again) I'm sticking with Amazon from now on.

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ChicConsumer
Ok City, US
Mar 21, 2010 6:04 pm EDT

Try contacting Terri Pucin, Vice President of Customer Experience for B&N.. try contacting her through the switchboard main number [protected]. i think the email is tpucin@bn.com or some format of firstname lastname @bn.com 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.. I think they should fire her and hire someone that understands being nice to the customer and more competent.. hopefully they will see this! Pass the word and stop big corporations like B&N from stealing from customers and not being accountable!

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dani
, WS
Mar 26, 2009 4:50 pm EDT

I pre ordered a book and i still have not recieved it even though the tracker says its riding around my town.

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Amber Hatch
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Aug 28, 2008 12:39 pm EDT

No one has control over the UPS. I know that whenever people have a problem with slow shipping the complain to the people who have no control instead of complaining to the people who are the ones causing the problem in the first place the UPS company. Once an item leaves the sellers hands they are no longer in control of how long it takes to get an item they just can estimate on past experiences. So in other words it is no use to complain to Barnes and Nobles about the slow shipping because they can't do anything about it no matter how much you complain, etc. If you need a book by a certain date then do the logical thing order early like weeks early and not days early. I'll be the first to admit that I have no empathy for those who choose to shop last minute, so to speak. Now if barnes and noble had shipped in out late and that is why it got to you late then there is a base for complaint.

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Melissa
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Jul 12, 2008 12:18 pm EDT

Barnes and Noble's Fast and Free Delivery is only partially legitimate. It's free yes, but fast, not so much. I placed an order for three books and a CD. The CD was shipped on July 11th and is scheduled to arrive on the 16th, and the books, which were shipped separately (I am assuming they are shipping from a different warehouse) are not even in transit yet, which means they will arrive even later than the 16th. They need to switch to the USPS. At least they provide services on Saturdays also.

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12:00 am EDT
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Barnes & Noble Booksellers - barnes and noble has unprofessional and hostile staff

Yesterday my husband I went in to the store to return some purchases we bought at the store. The "manager" helped us. He was some hippie looking dude with a skin head look. He was very aggressive and hostile. He proceeded to tell us that they weren't a library they were and store and he wasn't going to return the items because it was at "his" discretion...

Read full review of Barnes & Noble Booksellers and 28 comments
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Barnes & Noble Booksellers - satisfaction is also at the customer's expense

Hi everyone, we're hoping someone nice can resolve this blog for us. We'd like to know why we were denied our money back from Barnes and Noble, when going into the Enfield store here in town to do something simple as returning 2 books. Is it your policy to keep our money at all costs, while thinking we will be satisfied with store credit only, immediately...

Read full review of Barnes & Noble Booksellers and 21 comments
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