ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today and several occasions this year, I have been browsing Barnes and Noble, store #**** in ********** on ********************. which used to be a pleasant experience of browsing the aisle and reviewing the large selections of books. Today and recent visits I have noticed the Barnes and Noble employees, an older man with large mid section is stalking and just starring at me while I ***** the aisle and books that I select. and only thing I think of he thinks I'm attempting to steal a book. I recently joined Barnes and Noble membership as well and have made numerous book and book accessory purchases for myself and circle of family and friends whom are avid readers. I called Barnes and Noble customer service today to file a complaint and spoke with ******* on Mgmt Team. as I stated I don't believe the customer experience should be to race in and make a book selection, like your buying groceries and quickly leave the store. the Barnes and Noble employees which is generally the older man and older females are treating me as a potential shop lifter. this is a very disturbing treatment of customers. I would see other customers even taking a book and reading it and others browsing around for a long time. so this treatment of racial profiling is very disturbing.

  Business response

  04/02/2024

  ****** ******** ****** ************ ******** ******************* ******************************************************************************* *** ********
  
  Dear **************,
  
  We reviewed the complaint submitted by ********************* regarding her experience in our store.
  
  We strive to make all our stores welcoming and inviting for all of our customers and we appreciate ************** providing her feeding and for allowing us the opportunity to look into and address the matter.
  
  We have spoken directly with ************** and offered our apologies for her experience. In the essence of customer service, ************** was sent a ********************** & ********************** Gift Card as a token of our regret for her experience, and we have invited her back to visit with us so that we may show her the high level of service we are accustomed to providing.  ************** said that she is satisfied with our follow-up on the matter.
  
  Please do not hesitate to contact us if you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** *********** ******* ********
  ***************************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/8/2024 Barnes and Noble charged me $25 to "upgrade" my membership without my consent. They took me not responding to their email or opting out as consent. The email they sent went out on 02/27/24, and it said that they would automatically upgrade me unless I opted out by 3/7/24. I have worked with my bank to charge back for the $25, however I would like to ensure that I don't see subsequent future charges. I have attempted to cancel my membership through their web interface, however I am not confident they will listen.

  Business response

  04/02/2024

  ****** ******** ****** ************ ******** ************************************** *******************************************************************************
  RE:ID ********
  
  Dear *********************************,
  
  We reviewed the complaint submitted by ***************** regarding his Barnes & Noble automatic renewal charges.
  
  Our records indicate ************ purchased a membership at our Barnes & Noble store in ******, ** on April 8, 2015.  When ************ purchased his ******ship, the application form he completed advised that in order to receive uninterrupted service, his annual ******ship fee would be automatically charged to his credit card.  Our Barnes &Noble membership application form contains the following paragraph, above the signature line: 
  
  "By signing here I accept all the Terms and Conditions of the Barnes & Noble ****** Program. I understand that ******ship fee will be automatically charged annually about 30 days prior to my ******ship expiration date, and that during enrollment today it is necessary that I provide a credit or debit card (other than a debit card that always requires a PIN) to facilitate that charge.  If I do not wish to continue with automatic renewal, I may opt out at any time prior to the date I am charged for renewal by calling ****** Services at **************, or through an authenticated BN.com account."
  
  As noted under the heading Cancellation; Termination of the ******ship Terms and Conditions:
  
  You have the right to cancel your ******ship at any time. If you cancel your ******ship, you will only be *********** a full refund of your new or renewal ******ship fee within thirty (30) days of the purchase date of the new or renewal ******ship or the Automatic Renewal charge date of the ******ship, i) if you did not use your ******ship to obtain an eligible discount or benefit during the new or renewal ******ship term; or ii) if your ******ship was renewed during your current ******ship term and the renewal ******ship term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble ****** Program in its entirety; see subsection below regarding program termination).Subject to the foregoing, you may cancel your ******ship by: (i) calling ****** Services at **************, (ii) contacting us at help.barnesandnoble.com, or (iii) presenting your ****** card at the **************** desk, for ******ships (new or renewed) purchased at Barnes & Noble Stores.
  
  As we have no record of a prior cancellation request from ************, the membership was renewed yearly since 2015 in accordance with our ******ship Terms and Conditions.  When ************ contacted us on March 19, 2024, a refund of $25 was processed to *** ***** credit card on file for the most recent 2024 renewal charge, as the charge was within the 30-day period.   
  
  *********** ******ship has now been removed from the automatic renewal program so that he will not be charged in the future.  Please be advised that *** ***** membership account is now expired. 
  
  In an email sent to ************ on February 27, 2024, we notified ************ of changes to our Barnes & Noble ******ship Program which referenced our new Rewards and Premium ******ship offers.  Please be advised that these offers did not affect *** ***** existing membership account, as ************ was already enrolled in our Automatic Renewal Program as described above.
  
  If ************ requires any further assistance, he may contact me directly at ************* M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****

  Sr. Consumer Affairs Advocate
  ***************************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Barnes &Noble charged me to renew my membership last month. The problem is that I havent been a member for years, and I am very concerned about how they obtained my current debit card number in order to charge me.

  Business response

  04/02/2024

  ****** ******** ****** ************ ******** ******************************** ******************************************************************************* ***** ********
  
  Dear ***************************,
  
  We reviewed the complaint submitted by ************************* regarding her Barnes &Noble automatic renewal charge.
  
  Our records indicate ****************** purchased a membership at our Barnes & Noble store in ********, ** on August 29, 2013.  When ****************** purchased her ******ship, the application form she completed advised that in order to receive uninterrupted service, her annual ******ship fee would be automatically charged to her credit card.  Our Barnes & Noble membership application form contains the following paragraph, above the signature line: 
  
  "By signing here I accept all the Terms and Conditions of the Barnes & Noble ****** Program. I understand that ******ship fee will be automatically charged annually about 30 days prior to my ******ship expiration date, and that during enrollment today it is necessary that I provide a credit or debit card (other than a debit card that always requires a PIN) to facilitate that charge.  If I do not wish to continue with automatic renewal, I may opt out at any time prior to the date I am charged for renewal by calling ****** Services at 1-866-238-READ, or through an authenticated BN.com account."
  
  ******************* updated credit card information was obtained through an authorization request made to her payment service provider who submitted an updated payment method.
  
  As noted under the heading Cancellation; Termination of the ******ship Terms and Conditions:
  
  You have the right to cancel your ******ship at any time. If you cancel your ******ship, you will only be *********** a full refund of your new or renewal ******ship fee within thirty (30) days of the purchase date of the new or renewal ******ship or the Automatic Renewal charge date of the ******ship, i) if you did not use your ******ship to obtain an eligible discount or benefit during the new or renewal ******ship term; or ii)if your ******ship was renewed during your current ******ship term and the renewal ******ship term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble ****** Program in its entirety; see subsection below regarding program termination).Subject to the foregoing, you may cancel your ******ship by: (i) calling ****** Services at **************, (ii) contacting us at help.barnesandnoble.com, or (iii) presenting your ****** card at the **************** desk, for ******ships (new or renewed) purchased at Barnes & Noble Stores.
  
  As we have no record of a cancellation request from ******************, the membership was renewed yearly since 2015 in accordance with our ******ship Terms and Conditions.  When ****************** contacted us on March 5, 2024, a refund of $25 was processed to ******************** credit card on file for the most recent 2024 renewal charge, as the charge was within the 30-day period.   ***************** ******ship has now been removed from the automatic renewal program so that she will not be charged in the future.  Please be advised that ******************* membership account is now expired. 
  
  If ****************** requires any further assistance, she may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* ***** *********** ******* ******** ***************************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a few books online from Barnes & Noble, but when I paid for it didn't give me the option with what carrier it would be shipped. Because I have nothing but problems with one Shipping Carrier, and since I paid for $24.45 for it, I should have the right to choose what I'm buying. Total amount of the order comes to $152.44

  Customer response

  03/01/2024

  Better Business Bureau:
  

  Barnes & Noble ended up shipping my package with **** so I longer need your assistance 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  

  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A complaint about Barnes & Noble I recently discovered unauthorized charges on my bank statement from Barnes & Noble. They have been automatically charging me a $25 annual subscription fee, with only the current year's fee refunded upon request. I am requesting a full refund for all past charges, including the $25 from the previous year and any additional unauthorized charges before that.

  Business response

  04/02/2024

  ****** ******** ****** ************ *** **** ***** **** ******* ** **** **** ******* **** ***** *** ***** ** ***** *** ** ********
  Dear **** *******,
  
  We reviewed the complaint submitted by ***** ****** regarding his Barnes & Noble automatic renewal charges.
  
  Our records indicate *** ****** purchased a membership at our Barnes & Noble store in ******* ** on February 15, 2014.  When *** ****** purchased his Membership, the application form he completed advised that in order to receive uninterrupted service, his annual Membership fee would be automatically charged to his credit card.  Our Barnes & Noble membership application form contains the following paragraph, above the signature line: 
  
  "By signing here I accept all the Terms and Conditions of the Barnes & Noble Member Program. I understand that Membership fee will be automatically charged annually about 30 days prior to my Membership expiration date, and that during enrollment today it is necessary that I provide a credit or debit card (other than a debit card that always requires a PIN) to facilitate that charge.  If I do not wish to continue with automatic renewal, I may opt out at any time prior to the date I am charged for renewal by calling Member Services at **************, or through an authenticated *****. account."
  
  As noted under the heading Cancellation; Termination of the Membership Terms and Conditions:
  
  “You have the right to cancel your Membership at any time. If you cancel your Membership, you will only be entitled to a full refund of your new or renewal Membership fee within thirty (30) days of the purchase date of the new or renewal Membership or the Automatic Renewal charge date of the Membership, i) if you did not use your Membership to obtain an eligible discount or benefit during the new or renewal Membership term; or ii) if your Membership was renewed during your current Membership term and the renewal Membership term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble Member Program in its entirety; see subsection below regarding program termination). Subject to the foregoing, you may cancel your Membership by: (i) calling Member Services at **************, (ii) contacting us at help.barnesandnoble.com, or (iii) presenting your Member card at the Customer Service desk, for Memberships (new or renewed) purchased at Barnes & Noble Stores.”
  
  As we have no record of a cancellation request from *** ******, the membership was renewed yearly since 2015 in accordance with our Membership Terms and Conditions.  When *** ****** contacted us on February 19, 2024, a refund of $25 was processed to *** ******’s credit card on file for the most recent 2024 renewal charge, as the charge was within the 30-day period.  *** ****** is not entitled to any additional refunds as a cancellation request for the prior years’ renewals was not received in the required timeframe; therefore, we will not be able to issue any additional refunds.
  
  *** ****** Membership has now been removed from the automatic renewal program so that he will not be charged in the future.  Please be advised that *** *******s membership account is now expired. 
  
  If *** ****** requires any further assistance, he may contact me directly at ###-###-#### M-F 9am – 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** *** ******** ******* ******** *************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased Barnes & Noble giftcard in amount of $40 on 12/7/23. Card giftwrapped and put aside for the holidays. Card given to daughter on 1/1/24. Attempted to spend giftcard at Barnes & Noble store on 2/11/24. Clerk scratched off the secret pin number as we waited. She told us there was only $1.23 on the card. That was not possible as we had not used the card (and pin # was not visible prior to the moment). ***** called manager to help. We waited 40 minutes while they attempted to resolve. They assured us we could be refunded and that we would be contacted within 48 hours. I did not hear anything and after several phone calls (including opening of ticket # *******) was told we would not be refunded. This despite us having the original receipt and the pin not being visible until 2/11/24. Obviously fraud was committed on this card, and Barnes & Noble has insufficient security protocols to secure the gift cards they sell. I expect a refund or replacement of the full value of $40 spent on the gift card.

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Every semester barnes and noble has been stealing around $400 plus from my student account without my permission and without any benefit to myself. I've continually advised they need to stop and refund but they refuse.

  Customer response

  03/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********. Unfortunately it seems a lawsuit is required.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  package was dumped outside by **** and stolen. barnes and noble refuses to replace, companies generally have insurance for these circumstances. I spent over $600 at B&N over the past 4 months so what do i gain by lying? i also paid extra for shipping to avoid **** and to get *** where i can pick up directly but they used **** anyway. I just want a refund so i can buy the books at the local store or get the ebook versions. please email contact only. my phone goes straight to voicemail for some reason

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a nook with 2 year extended warranty on March 6, 2022 November, 2023 I contacted B&N for replacement. I was given instructions to contact the outside vendor, ***** for the replacement. over months later after numerous back and forth emails with ***** and phone calls to B&N i have still not received the replacement. My most recent call to B&N was January 25, 2024 and i was informed that my case was being sent for review. This process SHOULD NOT be so involved. Why are you using a vendor who is denying my right to the replacement when you have record that I qualify for it?

  Customer response

  03/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted Barnes and Noble on Monday, 1/19/2024, the location in *************** **. I was calling as I was inquiring about information on book signing. The young lady that answered the phone was very helpful but she could not pull my book up. She then put me on hold to get some assistance. A lady, by the name of *** ***** came back to the phone and asked me how could she help. I explained that was trying to find out what was needed to inquire or request an opportunity to have a book signing at that local store where my family and I shop there regularly.*** ***** told me that I needed to bring a copy of my book up to the store. She stated the I needed let the employees that it was for her. She said she needed to read my book to determine if it would be a good fit for Barnes and Noble. I tried to explain to her that it was being released by Trilogy Publishing, a subsidiary of Trinity ************ Network, as it was a Christian ***** It would be available at BN.com and other online platforms. She would get back with me to let me know if my book would be a good fit for the bookstore. If she didnt think it was a good fit she would call me to call me to come pick up my ***** If it was a good fit, we could move forward with a book signing.I called 4 other BN stores in the following Norther ******** areas: Woodbridge, *********** ************** and Springfield. I spoke with all managers as I did with *** ***** They all provided me the email addresses and told me what I needed to include in the email in order to have an opportunity of using their location for a book signing. I asked all of them if I needed to bring them in a copy to review to determine if my book would be a good fit. They all told me that was NOT the process and that was NOT necessary.I do not appreciate the unprofessional service I received from ********** Can someone tell me why the manager of your store told me that I needed to bring her a copy of my book for her to see if it was a good fit?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩