34 Customer Reviews
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Review from CE M
1 star03/05/2024
I had a couple of books preordered. I had a change in address and called **************** to have my address updated. Two of the books were never forwarded, and CS refused to issue me a refund or to send me a new book. I'm very upset that they treat loyal members this way, especially since it was their issue.Review from Joseph L
1 star12/11/2023
I havent lived near a Barnes and Noble in 5 years, and just recently ordered a new debit card from my bank. You can imagine my surprise when an autopay charge came through said card.When talking to the self-audit team to figure out how they got my card, I was told I didnt opt out of auto pay and we gave you a refund, if you feel so strongly about this you should call your bank.It was 25$, the moneys not what Im worried about. There is no possible way they had access or consent to charge a card that has not seen a single Barnes and Noble association. This put me in an incredibly uncomfortable and vulnerable position, and they responded with hostility.Review from Dessire F
1 star08/16/2023
In January I preordered a paperback book through their website. In March I received notice of an extended delay. However when I called customer service today they said it was canceled because it sold out. Which is crazy to me because not only was it a pre-order but I never received notice of the cancelation. When I pointed this out customer service sent me a link to order the book again. However, paperback wasn't an option so I would have to pay more if I wanted the hardback. The lack of communication about the cancelation is so unlike them. I used to work at B&N so I know what customer service is capable of. Never again will I preorder a book from B&N until they change the way they handle preorders.Review from Anita S
1 star08/11/2023
Upon upgrading to the newest B&N GlowLight e-reader, I LOST all the Shelves Id created to organize my 300 B&N purchased e-books. My virtual library has been figuratively dumped in a pile on the floor! Organization lost! Ive been informed as recently as this morning (I keep hoping that there will be an upgrade or patch to reinstate ones organizing Shelves), that each B&N device requires that Shelves are specific to each device, and need to be recreated (which means looking up hundreds of titles in order to organize ones B&N library. I regret ever having purchased a Nook over a Kindle.Review from Robert C
1 star07/13/2023
I check my credit card couple days ago and B&N charge me $25 dollars, I liked the store I bought a couple of books in a few years but until recently I found out that I have a membership which without my authorization they are debiting me of $25 from my account and this started in 2018 faith which I have not signed anything no I was not aware nor was I clear about a membership that was charging me, I called customer service. The person who spoke to me told me that he was giving me credit for 2023 and 2022, and that they couldn't do anything with the illegal charges since 2018. I went to My bank now has 4 charges and I can present the screenshot of the charges and of those 4 charges, only one has been returned to me. I call B&N and the customer service lady tells me that she has no idea why a charge appears in her system $25 and that was already credited. I am very offended by the illegal way this business cheats and steals their customers and does not inform them I never received any emails, any texts, any correspondence, any contract that I had a membership of $39 first year and $25 AUTOPAY RENEWAL . I sent a letter to them two days ago, I hope they will refund my full amount since 2018 because I have not had any "supposed" benefit from the membership and it is something illegal with the consumer. I would like to attach the screenshot verifying the illegal charges that they are making to me and I want a legal answer.Review from Marianne A
1 star05/28/2023
Educators are starting a movement to boycott B&N for ending the Educator Discount Program. With the current state of education (including a mass teacher exodus), B&N chose the worst time ever to end this program! They now expect teachers to pay to join a membership - which is worthless. 10% off?! (Big deal) And most teachers dont need another tote or an upgrade to a bigger beverage. How cheap and insulting! Im done with B&N!Review from Brigid N
1 star04/26/2023
Do not order from here! I received 2 items I did not order. The amount of crazy phone calls I had to make to finally get the items I did order was completely out of control. How you can send people things they did not order and then make them do an obstacle course to try to get the correct items is beyond me.Review from Luz R
1 star04/18/2023
Be very careful when you buy online from Barnes and Noble they lie about the day you will receive your book and after you buy it they send you an email saying that you will receive it 3 weeks later because they do not have it on hand. And when you call customer service they don't cancel your order and the only thing they offer you is a label so you can send the product back so they can refund your money. If you need a book sooner , go to the store in person or look for another place where you can buy it faster.Review from Nicole G
1 star03/22/2023
They were alerted to an incorrect address the day an order was submitted and shipped it to the wrong address and said there is no recourse. This was also after a phone call and email of horrible customer service wjere they told me to just buy another nook e reader and case.....so I just spent $189 to get nothing. No refund, store credit or even a replacement unless the products end up back at the warehouse. What happens if items were stolen??? Do not order from here.
Barnes & Noble, Inc. Response
04/18/2023
Our records indicate that ****************** placed her order on March 12, 2023. Please be advised once a customer clicks on the checkout button, the shipping address page is the first page provided in the order path. If the customer already has a default shipping address saved in their account, an opportunity to Change Shipping Address is provided on each page of the order path, prior to clicking the submit order button.When ****************** contacted our ********************* on March 15, 2023, our agent was unable to make any changes to the order, as the order was already shipped. ****************** indicated at that time that the address was her parents address, but she was hoping to have it changed to her new address. In subsequent contacts ****************** requested her order be cancelled; however, since a cancellation was not possible, our ******** Service agent offered ****************** a prepaid return label to return the order for a refund once the items were delivered. Please also be aware, as stated on our Barnes & Noble site, there is only a brief window of time where customers will be able to modify or cancel an order after it has been placed. Our agent provided ****************** with the **** tracking number to confirm the shipment of the order. We show that ******************** order was shipped on March 13, 2023, and according to the online tracking information, the package was delivered on March 21, 2023.Review from Colette W
1 star03/20/2023
26 Feb I ordered 4 CD's and I got 3 of them. The 4th one was cancelled because they don't have any more. I called them and they won't give the money back unless I give them my account numbers for my debit, or credit card or checking account. I don't give that information to anyone. supposedly they don't write checks. The store won't help me either. I just want my *****.Barnes & Noble, Inc. Response
03/31/2023
We are attempting to research this matter; however, adequate information was not provided in the review for us to be able to locate the order in question. Please provide the order # or email address used to place the order so we may address this matter.Barnes & Noble, Inc. Response
03/31/2023
Upon further research, we show that a cash refund was issued at the store on March 22, 2023, in the amount of $19.79.
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