Barnes & Noble Corporate Office | Headquarters 122 Fifth Avenue New York, NY 10011 (800)962-6177 Reviews For Barnes & Noble Corporate Office never a B & N customer again 4/25/12 B & N Do not buy their gift cards! unless you have a credit card to back it up on their site, they do not tell you, you also need a credit card to use their gift card. disapointing kids is not cool, children do not have credit cards! is B & N so hard up that they need your resources to back up theirs? if you run out of the funds on a gift card, then you cannot buy anything else, simple simple thinking! B & N I'm no longer a customer, spreading the word you are not the consumers choice.. Edwards 4/29/12 I rented two text books from BN's rental services for 30 days. The 30 days expired and I became the not so proud owner of 2 noticeably old worn out used books that I payed full off the shelf prices for. I am absolutely disappointed and heartborken that in this current economy in which my family and I are struggling to stay above ground this company sees it fit to have policies that oppress already struggling households. I will never do business here agaim and I will tell all my friends and family to follow suit. There should be better measures put in place to protect customers, not rob them of money that they do not even have. It's atrocious that your company deems it fit to charge customers full price for old used books. Anonymous 4/5/12 I would like to take the opportunity to apologize to everyone who feels as though they have been mistreated by in-store service, over the phone, or online customer service. I love the B&N that I go to and have always had great customer service and it breaks my heart that other people have not been so fortunate nor have they felt they were treated in an appropriate manner. I hope these comments are read and that people do realize that there are good B&N stores out there. Previous bn customer 3/29/12 On 12/3/11 I pre-purchased a book and signed up for the author signing event. My check cleared my bank acct. on 12/6/11. 4 months later I called re. book/signing event. I was told that the book was not in, no signing date w/author as yet, however my name was on list. I asked for refund and was told B & N had no record of my purchase. When I supplied proof of pmt. Supervisor told me "check didn't prove pmt. was for book that I had pre-ordered." For $13.33 they have lost $$$$ because of poor public relations! I've told all my friends, a niece that works in B&N store elsewhere that I felt her employer was unethical and I'll NEVER step foot inside another B&N store!!! Kam 3/7/12 I have called 5 times to correct the balance on my gift card but it is still not corrected. I called your office in New York and told that they can not do any thing here and I have to call the same number again. I have never experience such a bad outsourcing service ever. They hung up the phone because they can not solve the problem. It was simple math. I bought 3 ebooks and my total balance should be different that it is showing in my account. I will try to a store and see if they can correct the problem. I will never buy anything on line where I have to talk to people who do not understand the language and can not help. B & N should do some thing about their it's or service. I am really disappointed. I do not know if someone even read the moments. If they do, they will like to do some thing about it. Bea 2/25/12 I called to cancel a trial membership and they said it was done and I would get an e-mail confirmation when I asked if I would... No confirmation came so I sent a request by e-mail and they said that they needed the member # or my phone #... Well I sent them both and now they want my full name and mailing address... I sent them a response telling them that they can get info about me with my phone # as they do in the store and to get the damn membership cancelled now..... They are absolutely stupid and like another person said they will not hold on to customers this way... kathy 2/18/12 I have love B&N over the years. I just think that they did a disservice to me and all e readers when they sold me on a Nook (the original) and I have all these books on it but I can't get a new battery for the thing? My B&N store is an hour drive away, when I finally had the time to get there, they told me they don't even have batteries for my NOOK because it is the original. I've only had it 2 years, but it is sooooooo old that they don't stock batteries for it. The NOOK representative in the store told me to try on line. Well, they don't even offer them there. I'm very disappointed in B&N. I hope they will read this. If they are struggling to stay a float during this challenging time, this is just one of the reasons they will loose customers. Janice Decator/Rachel Moon 2/18/12 Been tring to get a refund from Barnes and Noble since Dec 2011, and here it is Feb 2012 and still don't have my refund. UPS came to my home and pick of coby tablet and it was delivered to the warehouse, we got a confirmation of it and they try telling me that they never received it, then half an hour on the phone with them they found it, geeeee what a surprise. Have called them every week to get my refund and still today Feb 18, 2012 still have not recieved it,its a little ridiculous that you send the product back because of defect and they still want to keep money that doesn't belong to them, what a poor company if you ask me. They need to refund money that doesn't belong to them, poor customer services and management. Going to take them to small claims court in order to get my money back. VERY SAD COMPANY, AND I AM SAD TO SAY WILL NEVER PURCHASE FROM THIS COMPANY AGAIN. WOULD NEVER WORK FOR A COMPANY THAT HAS A BAD NAME AND BARNES AND NOBLE HAS PROVEN THAT. totally disgusted, 2/15/12 Again, the fools that are the service department failed to locate my returned Nook pad, which was sent back on 12/22/11. NOW they state that an RMA number is required to send the item back. Well, DUH!! If these nimrods actually took the time to read the one dozen emails that were sent to them, they may have caught on to the fact that the item was sent a full month before this bogus term was issued! I was told that these pads actually go to Nevada. Well, if that's so, why didn't they notice that the item was sent to NJ, along with the anti glare pad, that they received? They certainly could have forwarded the pad to NV AFTER scanning the serial number, and refund me my money. I have also requested that my Book Club membership be canceled immediately, and THAT $25. 00 be refunded as well, as I have not purchased, nor will I EVER, any product from them. Probably a FAT CHANCE of that being refunded to me, huh!! Mr. Lynch, your company sucks, and will soon go under as Amazon is clearly superior to your firm. Dave T 2/16/12 Was visiting a friend in St Augustine and went to the local Barnes and Noble there a few times. had a pretty uncomfortable encounter with a worker there named Beth who was very short and even down right rude to me and all I was doing was puting a book back. Unbelievable!!!! Becky Smith 2/12/12 I visited the local B&N tonight. This is in Corpus Christi, Texas. The bathrooms are disgustingly filthy. I entered only the Women's Room..but my male friend said that his has got to be worse! The filthy floor never gets scrubbed. There is a line on grime that comes out from the wall that is about 2 inches out and surrounds the entire bathroom. The commodes have a ring around them on the floor also. If some one ceans these floors, it is with a quick mopping. It needs to be scrubbed with steel wool or a scrub pad. Shame Lynda G 2/11/12 Oh how I wish Borders hadn't gone out of business. I will never do business with B&N again. I placed a 21 book order on 2/2 and used a promotion code that entitled me to 50% off all teen books. They were all teen books...my daughter reads like a maniac. One book in the order was a preorder and I unknowingly checked the option for all books to be shipped at the same time. Well a few days later I went to check the status of my books and discovered that they were all due to be shipped on 3/6. I called customer service and they released the 20 available books so they would ship immediately. Later that evening I received a confirmation email and noticed the books were no longer discounted. All I requested was that the other books be released for shipment, this should have had no impact on the price of the book. I made about 4 calls to get this rectified, then finally I called and asked for a Supervisor. She was the first American that I talked to and the only one who fully comprehended the situation (she did start to stray a couple of times, but I was able to get her to see what occured). Anyway, she assured me that she would take care of it and make the necessary adjustments. Since there were 21 books, it would take a little while, so she said she'd call me back. She called about 1/2 hour later and told me everything had been adjusted and that since I paid for part of the purchase with gift card that I would be reissued a new gift card and the balance would be returned to my credit card. So in essence they were correcting THEIR mistake by making me purchase more books from them, not by refunding my credit card the full difference. She said the system automatically issues the refunds that way and that there's nothing she could do to override it. I was due a total of $76.00 back, but they had to issue 44 in gift cards and the other 32 to my credit card. It's not as though I returned the books, they were simply adjusting the prices. She acknowledged that it was their fault, but had no remedy for properly correcting the problem. She said she would send me an extra $20 gift card (AGAIN, so I can buy more books). I told her to send what she liked, but I would NEVER be purchasing from them again. As I am typing this, I think I am going to file a dispute with my credit card company. Talking to clueless 2/6/12 Once again, after providing requested information, regarding the Nook pad that I returned, I received another inane email suggesting that I would be better served by contacted B&N by phone. By phone!! I've been down that road several times, only to be passed back and forth between several departments, with no conclusion. The latest Rhodes scholars to be dealt with are Vanessa Mae and Kent Hawthorn, both of whom received replies providing all necessary information regarding this Nook pad. Is there anyone out there in B&N who can intelligently sort through a process of returning my money for this returned product? Sandy 2/6/12 If there were a zero star I would have given that ZERO. I too have a Nook Color and a gift card with money that can't be used because of not having the correct amount of the book I want to order in my bank account (that I don't want to use, because I have more than enough credit on a THEIR gift card). If I could never hear a thing about Barnes & Noble ever that would be fine with me!!!!!!!!!!!!!!!!!! wassup? 2/3/12 Again, no response from customer service. I sent them yet another email detailing the events about the returned Nook. I provided reference numbers of various chats, serial number of the product, and chats with several employees, whose names are also provided. Maybe William Lynch will listen to my plea, because none of his workere will. How about it, Mr. Lynch? Where is my refund? If you respond to this, I will provide you with my Name, address, phone number, as well as the details of this ongoing saga. What do you say? disgusted 2/2/12 If there was a zero, I would give it. I have been waiting for my refund since a return of the Nook color pad on 12/22. To date, all I have received is a runaround. From phone calls, to chats to emails, I have gotten nowhere. As a long time customer of B&N, I have never gone through this long a wait for a returned item. I am shocked at the decline in service. frustrated 1/31/12 I have been waiting, in vain, for a refund for the Nook color, which I returned, along with an anti glare screen, on 12/22/11. I received a credit for the screen, but am still on hold for the Nook. I have traveled the road from emails to chats to phone calls, to no avail.The last chat, on 1/26, I was "assured" by Richard and James, of the digital department, that a refund would be processed withun 72 hours. It never occurred. Today I chatted with a Ross Tailor, who led me back to here I contacted Corporate HQ today and they tell me "give it 72 hours" to research. Hah!! I have been a customer for more than 46 years,and have NEVER received such shoddy treatment from a company in questionable financial straits. C'mon guys, $210. bucks ain't gonna break ya!! Where's the beef? Is is any wonder that Amazon eats these guys for lunch!! Kathy 1/26/12 Just shopped at the Hurst, TX store and customer service rating is poor. No common curtesy, little assistance and one cashier. That was my first and last trip to that store. I left the store aggravated, frustrated and did not even find what I was looking for. Lousy overall experience - recommend that others shop elsewhere. Lorraine 1/22/12 I went to the Barnes and Noble in Massapequa Park, NY and received excellent service from young Jess B. on more than one occassion. I am tech-challenged when it comes to the NOOK. Jess is so bright, knowledgable and always so willing to help. How Refreshing- A rare find!!! Susan McNeil 1/19/12 I was listenting to the Mayor of San Antonio, Texas on radio and a citizen called up and was saying that they need a book store over the City Base West area. He said that is a real good place for one.I have some friends at that side of town. One rides a bus over to the Barnes and Nobles at Ingram Mall area to get to your bookstore. They thought I should let you know that they need and want your store there at the new City Base West shopping center. Please just look for yourself and you will see that that area is building up week by week (extremely) until it has a tremendous amount of people living there and you won't loose money having a book store there. Please listen to this idea. You will sure bless people if you put one on that side of town. OK? Let me know if you decide to do it at friendsofsuebeth@yahoo.com. I will meet all my friends out there. We are all book lovers. Maggie Lefebvre 1/18/12 Your store manager Morgan Recely at store # 2785 in Encinitas California should be reprimanded or fired. This woman who is supposed to provide decent customer service to the public was SO incredibly rude and disrespectful, impatient and unkind to my TEN YEAR OLD son while he attempted to find a book over the weekend that we finally walked out. I don not usually call people names but the only one that truly fits this picture is that she was a B-tch. It was more than obvious that this woman has no interest in helping your customers. My understanding from the clerk at the front counter is that she's been there for fifteen years and that everyone complains about her but that no one can do anything about it because they don't know who to talk to about how nasty she is since she's the boss. Do you ever do an employee evaluation FROM the people who work with them?? Seems to me this might be a good idea given that it is often times difficult to fire the boss without sufficient reason. You'd think customer complaint and employee complaint would prove sufficient to let this woman go. Especially since there are so many very kind, hospitable, helpful, respectful people out there who would not only love her job but actually enjoy working for Barnes and Noble. We'll never go back to that store. No customer should ever be treated the way she treated my son and me. No one. Disappointed again 1/19/12 Ordered a book on 12/28/11. Was supposed to ship within 2 days. I tried cancelling the order on 1/9/12. They cannot cancel an order for an item that is not in stock and has not shipped. The delivery date slipped to the 18th of January. Book still hasn't shipped. I am in Barnes and Noble limbo. Meanwhile, I have ordered the book from Amazon.com and received it yesterday. Go Amazon!! Disgruntled Parent 1/13/12 Good Evening, This evening I took my children ages; 4,6,and 10 to story-time at one of your stores in Joliet IL. We choose to spend our wonderful evening browsing, choosing books like we do on a monthly basis. I am an administrator for our local school district. I consistently provide Barnes and Nobles books to students at our school. This evening your Joliet location had an extreme laps of judgement! My ten year old wanted to find a sky landers game code book. These books are located in a centralized location in the store. I've been coming to this store for years and have been a faithful customer. Joliet's Barnes and Noble has a relationship section. However this relationship section was always towards the front of the building faced away from customers . My children in all our years have never been exposed to this section. The Joliet manager however made a decision to move the relationship section next to the video gaming code books. My six year old happened to move two steps from me and at his eye level was an explicit karma sutra book! The cover showed a man and a woman engaging in sex "doggy style" completely nude at the eye level of a child! I think it is Extremely inappropriate to have x-rated material so exposed and near video game manuals!!! I had to have a conversation with my six year that I shouldn't be have until he is age appropriate!!! This is unacceptable and I highly believe that thus section should be moved to avoid other children to be exposed to explicit x-rated images!! I am a Christian and an community leader and would hate to have to expose this information to other parents to warn them about shopping at Barnes and Noble. There is nothing Noble about your store exposing my child to such inappropriate content! How will you give my child back his innocence?! I hope this matter is resolved! Essie Hatcher 1/14/12 My complaints are similar to the complaints above, ie a nook color that turned out to be a DUD. I too am waiting for a refund. I have been dealing with this issue since October, 2011. I was recuperating from major surgery. My husband had to leave on a business trip. Before he left, he purchased a nook color as a birthday gift for me. I tried numerous times to connect to the wifi from my home, but it didn't work. I followed all the instructions that B&N suggested until they decided the tablet was defective. I sent it back, they sent me a refurbished replacement which did not work. I worked with my internet service who also suggested and tried to help get it to work. So back to B&N with the second unit. By this time it was Dec, 2011. After the 3rd nook that didn't work, I asked for a refund of my husband's money. I was told NO, the time for refund had passed. My response was, that 's okay just give me a store credit, again NO. So I took the 3rd nook to a B&N store in Elk Grove, CA. The clerk talked to her boss, to a supervisor at the head office until she finally got a promise of a cash refund because it didn't work in the store either. We all agreed that 3 attempts to make the thing work was enough. So I AM WAITNG FOR THE REFUND!!!!!!!!!!!! J 1/9/12 I have no idea where all these other B&Ns are, but where I live the staff is knowlegable and helpful, five star. Ive never been "swindled" and I love the store. As a matter of fact, im typing this on mu Nook color, which I am thoroughly satisfied with. Never Again 1/4/12 There really needs to be a O star rating. I am absolutely furious with Barnes & Noble company. My husband purchased a nook 1st edition on October 3, 2011 for his upcoming deployment. He decided against keeping it and we took it back to the store on October 7, 2011. The guy working at the checkout counter said they wouldn't accept a return on this specific nook edition. The day we purcashed it, I had asked the girl working in the nook are specifically about the return policy. I was told that in could indeed be returned. I also checked Barnes and Noble website and the nook is returnable up to 14 days after purchase. I asked to speak with a manager and she didn't even bother to come to the service counter. We left the store and I called their customer service number. I was given a return autorization number and the nook was shipped back a few days later. Well within the 14 day time period. I got a tracking number and called the day it arrived at the return facility. I was told the return could take up to two billing cycles to show up in my bank account. Ok fine, not a huge deal. It is Jan 4, 2012 and I still have not received a refund. It has been more than two billing cycles. I have called three times since the nook was returned and have been told twice by a "supervisor" that they submitted the paperwork for a return authorization. Somehow it keeps getting lost. I will be calling again today. As far as doing business with them anymore, absolutely will never happen again! Their store staff is rude and so is their customer service department. pat 1/4/12 I go to branes and noble alot because i bought a nookand the service is great but the last month when ive gone in the manager of the cafe here at northgate in Seattle washinton has been rude to coustoms . I was in one time and two guys where going to get something fron the cafe she told them to leave both theguys said is this how you treat your costomers and they looked at each other then left then one other day she told to lawers to pick there trash up so they did then they left I was waiting for coustomer serive and i had a coffee from starbuck not the cafe in barnes and noble and i was told i need to leave the cafe and walk around the store till its gone. She was nice for a long time now shes rude .Pat Frustrated Disappointment 1/4/12 I received a Nook Color as a gift, along with a $100 gift card. Below are the poor technical design elements of B&N purchases surrounding the Nooks: -Purchaser was told the gift card could be used instead of a credit card(CC) - WRONG! CC must be submitted even if never used -even though website indicates gift card is used before credit card - WRONG! credit card purchase must be approved before gift card balance is checked/utilized. -credit card must have credit limit available even for FREE downloads and/or purchases with gift card -to use the gift card for purchases, one must save the gift card to your B&N account, which limits the gift card from being used in a B&N store [must buy online & pay applicable shipping, then wait...] -when you discover the poor transaction design & want to return the Nook, you cannot redeem the gift card. You end up with a Nook you can't use unless you want your CC # saved to some electronic black hole, better not max our your CC, FREE has new definition, and you loose any save gift card money with a return. Barnes & Noble has always been such a wonderful store for decades in my family - NOT anymore!!!!!!!!!!!! Mrs.Sharp 1/3/12 Short and Sweet: If they'll do it to me- they'll do it to you! -I ordered a Nook Color Online.(B&N.com) -They withdrew the cash from my account immediately. -I ordered 3 day express shipping. -I called 7 days later asking about my express shipment I never received... -It hadn't been shipped yet... -3 hours on the phone with NO HELP! All their folks must be in India...I got lied to and swindled. First they lied and said it already shipped, even sent me a confirmation email.Then they blamed UPS, before admitting they never shipped it. Then they lied and said it was in the mail. It was not. Then they lied and said I could pick it up at a local store. (Good thing I called my store before I drove over...)The 3rd level 2 mgr ANDREY BALANDIN was not willing to do anything to help me. Took my money, but still no product! I do not recommend using the website! or trying to get any help from the dot com customer service department. marna 1/2/12 The el cerrito store is terrible. their customer service sucks and the store should be shut down. its the worst store in the bay area. they need to either fire everyone or close down the store. its so sad because it is the only bookstore around and they are taking advantage of their customers for that reason. horrible place. Theresa M---Where is there a 0 star option? 12/28/11 I ordered a book on Nov 25 thru one of their marketplace sellers...a Xmas book...that I still have not received(today is Dec 28). BN has made no attempt to rectify the situation and the actual seller buyve.com did not care at all that this was a present for my daughter. The first one they sent was damaged....the second one they sent, never made it to me but was returned to the seller damaged again (you think they'd package the second one better, but no)(Oh, and buyve.com did NOT contact me when they received the 2nd book back in the mail...I contacted them days later asking where it was and they said "oh we received it damaged in the mail this week") Buyve.com told me on Dec 15, that "even with expedited shipping, I cannot guarantee a Xmas arrival" WHAT!?!?! You can't ship 1 book from Philadelphia to Los Angeles in 9 days?????!!!!!!! They told me estimated arrival was in 3 weeks even though all of the problems were from their poor packaging. Did they send it via pony express???? Keep in mind this is their 3rd attempt to fulfill an order placed on NOVEMBER 25!!!! Contacted BN.com a few times already....they just keep telling me, "wait for the 3rd book" HELLOOOOOOOOOOOOOOOOOOO XMAS is OVER NOW!!!! The book is titled Peek-a-Boo Christmas....do we see the problem here!!! I WILL NEVER VISIT BARNES AND NOBLE STORES OR USE BN.COM EVER AGAIN! and I will discourage everyone I know from using them as well! ron 12/28/11 My next door neighbor, a lady in her 80's, gave me two very nice Christmas gifts. One was a book from one of my favorite authors, the other was a jigsaw puzzle. I had already read the book and owned the same jigsaw puzzle and had done it. She told me that they were both from Barnes and Noble and that I should return them. She had purchased them with a gift card which she had since discarded because she had used the last amount on it for another purchase. When I went to the B&N store, I had to stand quite a while in the checkout line. When it was finally my turn, I explained the situation to the clerk. She told me that she could not do a thing without the receipt. I explained everything to her and she said that she could do nothing. I asked her if that meant that I was stuck with two items that I already owned before I received the gifts, she told me that yes, I was stuck. No apology, just fact. I asked for a manager to whom I explained the gift problem, and he told me that the lady would have to bring in her credit card or receipt. Since she used a gift card, there was nothing they could do. We have spent a great deal of money at B&N, but he had no apology or concern. No more Barnes and Noble for my family. Amazon, here I come. I would call corporate headquarters, but I have read these reviews and feel it is probably a futile waste of time. pamela guy 12/28/11 I have called barnes and nobble several times and wrote several emails and order some audio books on my nook tablet and they would not download so i never receive the goods for my money so that is called fraud and they emailed and told me no refund no good no pay barnes and noble fire all thoses people who are giving your company a bad name if u care! Bewildered 12/23/11 I have always loved doing business with B&N but this time really takes the cake. I purchased 5 DVDs online & received 4 of them in good condition but the $13.69 DVD & case were badly damaged. The other DVDS & the box they came in were intact. That tells me that it was damaged from the warehouse. I took it to my local B&N & they re-ordered it but informed me that I would be charged the instore price of $1.50 more. I responded why should I be penalized for returning a damaged DVD when the replacement comes from the same warehouse. I emailed cust/svc online & over the past two weeks was given 3 options: to return the damaged DVD to a local store for a refund, and the two other options were to print a UPS label & chase down a UPS store, for a $13.69 damaged DVD. In between, I received a call from the store to pick up a replacement & they were gracious enough to give me an even exchange. However, the replacement was also broken as it rattled so I asked to open it there in the store. the clerk re-ordered it again and cust/svc keeps emailing me labels to print. I finally admitted to cust/svc that I cannot print the label because my printer is broke & I will not chase after UPS to return a $13.69 damaged DVD. I can only hope the store will be gracious a second time. It's sad that three entities of B&N cannot talk with each other: cust/svc online, warehouse & the actual store........ Very poor business to inconvenience to the customer for a two time damaged $13.69 DVD. I do congratulate the store in trying to extend help. Jae 12/21/11 We purchased the second edition Nook touch. With the new software update last week, the Nook does not connect to our in house wifi and The New Yorker is no longer compatible with this Nook. Come to find out, we received an e-mail stating that The New Yorker will be going up in price, but we can no longer download it. Customer service is horrendous. Not sure if we will be purchasing anymore B&N products. ex-nooker 12/22/11 My rating of 1 is for their ONLINE ebook NOOK division==horrors if you have a billing issue! And my friends, trust me, if you download "free" books, you WILL have issues as "Free" is not really "Free" unless by the grace of god your download is "in sync" with their marketing at the same precise time you download-and they don't "hold" your purchase to void the "Free" or "Sample Free" offer. I have only had this device for 4 months and this month and last I was charged for 4 "FREE" books, ranging from #2 to $12, for a total of $20. Granted this is not a lot of money for some people and I would have spent that on 2 paperbacks, but the point is, B&N use FALSE advertising bait-and-switch schemes with e-book sales. It's easy to miss the switch if you are an avid reader and "trust" B&N billing to honor their ads - don't be a fool like I was. The response of their truly inept customer service? It's my fault - I didn't read the "fine print" in their 140 page legal agreement document I had to sign in order to register my Nook. Supposedly in that document it says they reserve the right to change the book pricing at any time, even during a "free purchase" transaction. And trust me, the book prices don't go down, they only go up. So their are no truly "free" rides with B&N e-books- they will "get you"! But I do agree that the cafe idea is great - but those kudos really go to Starbucks, not B&N. It was a brilliant idea to put Starbucks in B&N cafes. Borders tried but their cafes were less than optimal, Seattle's Best coffee isn't "the best" - it's airport quality. Bobbe 12/16/11 I've had 2 big problems with Barnes and Noble...their customer service rating is poor. First, I bought a Nook in early Sept and it took me 3+ months, numerous phone calls and emails to finally get the Sept promo of $100 in free classic books. They don't handle anything out of the ordinary very well. It seems they think you'll just eventually give up. No offer for any compensation for my inconveniences and time. The 2nd problem is the manager of the Easton (Columbus, OH) store was rude to me when I called about a purchase I made. $77 purchase, but forgot to give them $25 gift card. Was told no problem, the 1st one was voided and new receipt entered for $52. BOTH of them came through on my checking account. Cahle told me it could take 5 days for $77 charge to be reversed and it was my fault for not giving gift card first. What a way to talk to a customer! I had asked the cashier for the initial charge and credit receipts but she said I didn't get them because it was simply a void. Now I'm $77 short in my checking account for 5 days at Christmas and will probably have to pay an overdraft charge. Hope 12/20/11 I have never done business with such a poorly run company. I ordered a book in plenty of time for a Christmas gift. I was not informed that I was not going to get the book in time for Christmas. I have been calling all morning, 4 hours to be exact. They have disconnected me or hung up on me 4 times. The one time I almost got a supervisor (Tiffany)to help I was disconnected again. The representatives who then talked to me would never get me back to the same person. Each one read different notes and now I am on two phones trying to resolve my problem. They tell me they can't call out and if we get disconnected I need to call back. This is a joke! I have tried to call someone higher up the corporate ladder and now realize that they conveniently hide the phone numbers. I will NEVER use this company again and can only assume they will be out of business because this is not the way to treat a customer. 12/15/11 What is the warenty of the nookcolour from bn Frustrated 12/10/11 It's unfortunate that such a successful company has such poor customer service. I spent 35 minutes on the phone trying to get a new USB cable shipped to me. After repeating my new shipping address 4 times and spelling out each and every single word, she still ended up shipping it to my old address. To make matters worse, she placed me on hold for 10 minutes and never returned. After calling back and speaking with yet another inadequate rep, I had to go through another 25 minutes of waiting for him to get permission from another department to change the address. Are you kidding me? I would definitely recommend against purchasing the nook because God forbid the device malfunctions! Unbelievable! Never trust bn.com 12/10/11 I have never experienced such unethical business practices as far as not following what is written online or not following through with what customer service reps have told me. I returned a book within the 30 days and even received an email from bn confirming it was received within 30 days and I would receive a refund of XX amount and that was more than a month ago and i have still not received my refund. I have spoken to numerous customer reps who say theyve fixed the issue yet i still have not gotten my money back.. I wonder how many people don't followup on their acct to ensure the money was actually put back on their acct and just trust the email? I did my part and followed the return policy and I expect bn.com to do the same, if not- It's stealing! How can they get away with this? Mystery Girl 12/5/11 Barnes and Noble needs to get their act together. Big Time. My Nook froze up on me awhile back. My husband ordered a new one and some dumb employee left out our street address so we never got the replacement Nook. We waited 6 weeks for our replacement Nook and I finally called and found it had been sent back to the warehouse because of an insufficient address.....Daaaaa! The worst part is I was never notified...nothing....no phone call....nothing. Shame on you Barnes and Noble for not taking care of your customers. Just so you know what you are up against, my brother in law's Kindle broke and in 3 days he had a new one with all his books loaded on for him and the book he was reading was marked at the exact page where he left off. Now that is true customer service! Take care of your customers. I am not sure I could recommend the Nook to my friends after the poor treatment I received. Maybe you should make quality customer service your new year's resolution B&N!! Aurora 12/5/11 Barnes and Noble is terrible for customer service. I have been waiting forever for a book and still not delivered. I called and complained and the customer service rep kept on saying Sir and I am a Ms. My voice sounds nothing like a male trust me. I was getting aggravated by the minute and she kept on saying Sir. I think she was doing it for spite after I called her on it. Needless to say she talked over me on her mic and I could not get a word. I really never had this trouble with Borders. Has anyone ever got through to corporate to speak to someone. I could not believe how rude this person was to me. All she said was I will mail you a label and you can return it when and if you get the book! Oh really! I will think twice before buying from them again! Allen Wolak 12/4/11 I orderd a nook book with my $25 gift cert. the book was $10 I orderd a second book that was only $2 but I got only half a book because it was scanned wrong. I went to B&N in Valparaiso Indiana and was told by a very rude lady it's not her problem. I called cust Serv. and they said they would refund the money . That was in September Its now December so I orderd another but it was short about 69 cents and still no $2 refund so the stopped that book but said they would refund the now $16 for boath books I got 2 yes 2 e mails that my money was refunded so I bought another book that was blocked because B&N lied about the refund so I have called about 15 times to get my refund and I only get waite an hour it will be refunded STILL Waiting!!!! I will tell 10 not to go to B&N every day that they keep my money that they stole from me and ask them to tell there friends about the crooks. Lourdes 12/2/11 Barnes and Noble customer service sucks. People have no respect for their customers, I don't think they realize they are there because of the customer. Rene 12/2/11 I want you to know that I'm depressed and angry over the closure of your store in Colma, California on December 31,2011. I've been going to that location at least once a week for nearly twenty years! I still can't believe this is going to happen! The manager of that store told me that Kimco Realty has refused to allow them to remodel the interior. There are other issues as well that could not be divulged to a consumer such as myself. After calling Kimco Realty to express my outrage, they strongly suggested I contact B&N's corporate headquarters to express myself over this matter. They said that there's more to this story than can be discussed to someone like me. I can understand that. Look, earlier this year we lost Borders at the Galleria shopping center (a great location with free parking)in Stonestown, San Francisco. That was already bad. Now we are losing the Barnes & Noble outlet in the Colma shopping center. Another great location with free parking. The next location is all the way south in San Bruno, California. There will be no other bookstores now between San Francisco and San Bruno if this closure occurs. This is an outrage! Surely there must be some way to compromise and save the store in Colma. After all, it is the consumer that loses in all this. Stop the pending closure on December 31 and continue negotiations if possible on a month to month basis. Can this be done? I hope so! In the meantime, I ask everyone who lives in this area to please contact Barnes & Noble headquarters at 212-633-3300 to express your outrage and also Kimco Realty at 650-757-1725. Thank you. Jeff 11/30/11 The phone number posted is not the right number; it does not go to the corporate office. The real corporate office phone number is: +1 212 414-6000. I wish there was a way to give this Barnes&Noble 0 stores. This from a long time customer who's been buying from Barnes&Noble since the 60s, when it was one great store at Union Square in lower Manhattan. An ex Borders customer, too, and I told the local store manager, and the corporate office, for years, just why they were going to fail and close up. Marilyn 11/30/11 B & N is a great bookstore. I have been going there for years (to many different ones may I add). Where else can you eat and drink and read or your your computer at the same time? Not at the Libary. At home yes but sometimes people want to get out and mingle somewhat. They have free internet. At at least one of their competitors you have to pay a yearly fee to use the internet. I am taking college classes and I am there the most during the times I have a class. They had a great sale online a few months ago. They had best sellers (among other books) for just a few dollars regurally $30-50 each. I bought $30.00 worth. I am on a budget. THey are great holiday gifts. There coffee is great and so is there other food. prefer not say REPLY 11/29/11 Unfortunately prefer not say, that is the mentality up put up with when working at Barnes and Noble. The managers and Assistant Mgrs all play bullying games and promote the slacker employees. B&N can be a hostile environment and its the managers who make it that way. You handled it well and did the right thing by walking away. Their loss. Tasha Hanna 11/29/11 Their customer service is the worst I have seen and am so disappointed in the lack of knowledge and care these people have. I for 2 days tried to cancel an order for a book that their website got wrong on shipping and now I have to wait till the book is refused by delivery at a place I know they will not accept the book because it is being sent by UPS. I was told by customer service rep that it was being sent by smartmail (which it was not ) then was told that it was canceled by a rep by the name of Natalie only to find out it was not canceled!! Now I have to wait for the item to be sent and denied and then sent back to them to receive a refund. I even spoke to UPS who said if Barnes and Noble wanted to all they had to do is intercept the package and have it sent back to them. I am so disappointed with the lack of customer service and care by this company. 11/27/11 A little irritated that B&N are not excepting Borders gift cards. My daughter has over one hundred dollars in gift cards she received as a gift, that are no longer valid. When I called the local store to inquire on whether they were honoring them, the clerk was a total smart ass and even asked how "behind the times" was I. Saying that this merger/ buy out happened a while ago and that we should have watched the news and acted sooner. Excuse me? Anyhow, we will now shop through Amazon. I have bought each family member a Kindle, and will no longer be in need of our once favorite store B&N. It is a sad day. Christina Bermingham 10/21/11 I am constantly browsing through books at my local Barnes and Noble in Melbourne, FL. And have yet had someone tell me I couldn't before buying, or that I couldn't sit at the cafe and read, if not buying, and there has been plenty of chairs around the windows of the store to sit and read. some with tables, some not. I agree that it isn't very handicap friendly. Exspecially the entrance/foyer area. Its always crowded with product. I love the crisp feeling and cleanliness of the store, so I continue to go back. My problems develop online. One in particular is the fact that the Colored back covers for the Nook 1st Gen are STILL unavailable, and we STILL don't know why? No official announcement or anything. B&N has alwalys had issues communicating to customers, but this is a whole nother step up from that. It's been almost a year or so now that these backs have been gone. Are we ever going to see them again? prefer not say 10/19/11 There was sign posting outside that they (Barnes & Noble, Kildeer IL) were hiring. So the next day, I came back with an application. I waited to be helped and I met one of the staff member. I asked her for a manager. She said the manager is not available and if I had an appointment. The staff then told me the manager only see a person by appointment and asked me what I wanted. I told her I have an application. She then paused, looked at me up and down, took my application and placed it somewhere underneath the counter and said, "We are not hiring...and even if we are, we have a lot of applications to review. So, given that said, if we do see a fit within our company, we will contact you." she said with a snide remark and a mean grin. It was cruel and outright unjust. I would not want to work for a company when your own employers are bullies. Debi 10/14/11 I was reading the reviews above and I am shocked. I know people are entitled to their own opinion. I have been an avid B&N fan for the longest time and have NEVER had any problems, with being told to leave the cafe is not purchasing anything, purchasing anything, anything wrong with anything, I have had the original nook since first came out, not one problem, I even just gave that to my niece and I bought the color. If any trouble it was on my end trying to figure something out, and the cafe employees, the booksellers, managers have NEVER not once been rude, cranky of otherwise, they have been nothing but pleasant. I am from the area of Levittown,PA and have been too numerous B&N's and have never had a problem, of course I am favored towards Oxford Valley area B&N since I practically live there. And no problems with any books or finding anything, music dept etc... Not sure what B&N you all are attending, but like said I have been to quite a few. I can't say enough about B&N with their supply and choice of everything available (and if don't have book, I order it and have it in no time, can't expect them to carry ALL) their employees, managers, etc... The store is always clean, everyone is working, everyone pleasant etc... Matter of fact, I have been trying to get in there part time, am waiting patiently. Eventually I would love to go full time, it's what I love and appreciate, books, and helping people find books and what they want, and the atmosphere is relaxing. Can't say enough. Sorry to hear you all have not had good expierence. Jo 10/6/11 My first & second experience with Barnes & Noble has been far from pleasant since Borders closed. I ventured out to the store in West Bloomfield, Mi. There I was asked to join a 1 yr. membership $25.00 for 1 year. I did become a member at B&N. I was a member at Borders also. B&N sent me an email that asks permission if you want your membership info from borders carried over to B&N or to opt out. If you choose to c/o or in the you get a free B&N membership. I ventured back out to the store to receive poor customer relations. When i asked about a couple of books, if they had a computer screen where i could look up the book information girl informed me that I would not be able to understand the way B&N lists their books. Well, I do understand this... they are controlling, think they are superior, have a limited selection of films that are classic and rated best for both US and foreign sale. At the checkout I asked the elderly sales woman about the free membership. She told me she didn't believe me so I pulled out my smart phone to show her and in the meantime she asks her manager but does not bring the manager back. She notices the check out line is populating and tells me that I have to prove I was a Border member and to come back. They have at least 6 registers and only 1 cashier at a time when there should be 2 or 3 at front. I have my card, I have my emails. This was such a HUGE inconvenience for them which is another thing I understand. Who wants to throw a hissy fit at checkout in front of an audience? Not me! But Thank you B&N for your open display of customer affection and shuffling me off to Amazon which gladly took my huge order. Now I can return items from B&N which were not opened. PS B&N purchased the customer list from Borders when Borders went out of business. Jim Monk 10/7/11 I have been trying to contact Barnes & Noble Sales Audit for 7 weeks to clear up a billing error. First the call goes to wait, sometimes they say just call back later, after being on hold for 20 minutes then the call disconnects. It may say leave a voice mail but that mailbox is full and then the call goes to B & N Employee Hotline. DallaSandy 10/4/11 In the past 15 years, I have lived in 4 different time zones and about 10 states. My favorite way to pass time in the evenings/weekends is to go to B & N, browse through books and once in almost every 3 visits buy some books. In general, I don't have any complaints about the "Books" section of the store or people there. However, the cafe is a different sotry. I feel insulted every time (without fail) they offer to "big-size" my order for just 35 cents or so despite my clear oder indicating the size I wanted. Of late, I have started responding with "take the 35 cents, but keep the size same". The regular "Starbucks" never did that to me. Also, lately, power outlets seem to be disappearing from the store cafes, apparently to discourage people from using the wi-fi for longer duration. J mchenry 9/30/11 If there was a o zero here I would put that in, I have been trying to get my nook replaced for over a month, I bought the extra warranty apparently it means nothing but money in your pockets.I was promised on purchase of said warranty ANYTHING GOES WRONG YOU WILL GET A BRAND NEW UNIT OR WHAT EVER IS COMPARABLE EQUAL OR BETTER WITH THREE G AND I ASSUMED THAT IF I PAID 250.00 IT MEANT A 250.00 UNIT WITH 3 G WOULD B RETURNED TO ME. If it meant you lose a few dollars thats the chance you take when you accept monies for warranties that say the same brand new unit or upgade of equal value.EQUAL VALUE IS WHAT I PAID FOR IT , I called and complained about the loose conection and the light not working on the nook could not tell if it was charging or not. Since I had the warranty and it sez and I was told that if anything went wrong I could simply return it and they woud send me a brand new unit out. I called several times spoke with a young lady who I could not even understand several young man who acted as if they were bored and could care less and I was pased around from one person to the other until I finally got to speak to a supervisorafter 3 calls. I explained my situation . I told him I had paid for a warranty and the warranty clearly states I was to receive a new nook not a refurbished one, I was mailed a refurbished one once again I called and they said well you just send it back the supervisor had left in notes that you are to receive a new nook BUT they dont make your first edition with 3 G any more. So I asked if what they had now was equal to what I had purchased they said yes, so they send me a new one I guess its the latest model but it does not have 3 G , well I paid 50.00 xtra for 3 G and now I would have to pay another 50.00 for a new leather cover because the smaller unit does not fit it. My husband took it in to the local B&N store the sales person said he had a few black and white first edition with 3 G for 169.00 the one you sent me is 139.00 without 3G . I am going backwards this is not what I paid for or what I was told when I purchased your warranty. While at B&N my husband was given a phone number he called again and was told that it was possible to get a new (not refurbished) first edition with three G they were hard to locate but they could get me one, they would send me a RMA and shipping label by e mail with n 24 hrs.I could return the one they had misrepresented and they would locate and send me a new first edition with 3G. 48 hrs I am still waiting for the postage label and I am now back on the phone with a supervisor we are trying to get him to send us a postage label we do not want the one they have sent. I have my old nook and we told them over and over we will wait the few weeks to get the new one with 3 G not refurbished 1st edition I paid almost 300.00 including the warranty and now they want to replace it with their 139.00 dollar product leaving me to buy another cover and be out the 3 G I really want. I have never dealt with such incompetant people it might help if your phone reps understood and spoke clear english. They are rude and I was actually hung up on by one of them who had my phone number and never called back to continue the conversation to resolve the issue. Corporate Barnes and Noble this letter is to you to your HR department who has failed to provide trained and educated representatives to represent you.They are an insult to your corporation and someone that sits in your New York office should take notice. Whose job is customer care. Because they are failing sadly. Supervisors who are unable to follow through with their work and you who sell products with warranties and then feel they do not have to honor what they have printed on them. I have been purchasing books from you for years rendered loyalty to your name and products and I get treated as if you could care less about me and the products you advertise and sell. What is your company hallmark screw the public your so big you cant be touched. B&N I love your nook I enjoy reading but I want what I purchased for 300.00 not what you deem appropriate. I made the decision to puchase nook over kindle and now have doubts as to my reasoning. Lets see how big you really are corporate B&N do you read these complaints and respond or are they just vented words. I will see whether my continued support is warranted if you respond. More than one corporation who thought they could never be touched were sadly mistaken when Facebook and Twitter came into town your not the only media giant in the world any more. By the way you can track me by my name I have a very detailed large file in your complaint department I doubt any one has spent as much time speaking out on a situation like this. J McHenry Stacy H 8/8/11 Awful service! I bought a Nook Color and after purchasing a couple of books and apps I got an email telling me to contact sales audit. I realized I could no longer download purchases. I checked my account info and made sure all was up to date and called Sales Audit. After a loooonnnnnggg hold someone came on the line and after I explained my situation a couple of times, I was told my account would be cleared up and I could repurchase the orders I couldn't download. Well it didn't work. Everytime I tried to download something it triggered the same email. Since then I have emailed and called several times and gotten no response (other than automated) and I can't get past hold with the Sales Audit dept. I even reset and re-registered the Nook. I don't know what the problem is and Barnes and Noble doesn't care. Arizona Mildman 8/9/11 Barnes and Noble Used Books is a computer server, not a person. No type of human is checking orders, they just get sent and processed on any day. I made an order for a simple used book on a Sunday and their server computer changed the billing and shipping address and they sent it to someone I no longer have anything to do with and act like it is my fault. They purposely shipped the book, WHEN THEY COULD HAVE CORRECTED THE ORDER BEFORE IT SHIPPED. and then they told me to fix it with the third party seller, whose reply was, "... I am very sorry, but your order has already shipped. You may return the order (within 30 days of the order date) to the address below and we will have Barnes and Noble refund your money. Please note that a 10% re-stocking fee may apply. Please include a note (or copy of your email) with the date of purchase, order number 241749351, and a brief explanation for the return. We will initiate a refund through Barnes and Noble when we receive the book and it must be returned in the same condition as it was advertised. Please return the book back with Media Mail as soon as possible. A_Teambooks 255 Farris Rd Conway, AR 72034 ..." BARNES AND NOBLE, EXPLAIN HOW I RETURN THE SHIPMENT WHEN YOU SENT IT TO THE WRONG ADDRESS. I AM REPORTING YOU TO THE FEDERAL TRADE COMMISSION. YOUR COMPUTER MALFUNCTION IS NOT MY RESPONSIBILITY AS YOU ARE ABOUT TO FIND OUT. QUIT RIPPING PEOPLE OFF. YOU ARE SUE-ABLE EVEN IF YOU THINK YOU CAN HIDE BEHIND BEING AN ONLINE BUSINESS WITHOUT A FACE. Ex-Employee 8/9/11 For anyone interested in applying for a job with Barnes and Noble - DON'T. This is how they treat a veteran employee: I worked for B & N part-time for 13 years, while holding down a full-time job. I earned my little 50 cent raise every year and gradually advanced to $10.50 an hour. For the past year I was not called in to work, I was told that it was due to the economy and the "hours just weren't there". However upon visiting the store on numerous occasions I kept noticing new, younger employees. Two weeks ago I received a call from my store manager telling me that CORPORATE had called her and told her that since I have not been there in over a year that in order to "maybe" stay there and keep my job I would have to: (1) Re-apply for a position; (2) learn to work Cafe; and (this was the kicker) (3) begin at MINIMUM WAGE. I could have understood that due to the economy that they may have to let me go, but it was a real slap in the face to tell me that I could reapply for a job which I've been doing for 13 years (I even cleaned toilets my first two years there, as part of "recovery"), and would begin at Minimum Wage. Barnes & Noble is all about the bottom line, they could care less about their employees - they choose to get rid of experienced, knowledgeable, loyal and dedicated veterans who are making over $10 an hour (which took me 13 years to earn) and hire unexperienced, younger applicants at minimum wage. Well, good luck to Barnes and Noble, it's only a matter of time before they collapse like all the other bookstore chains. My loyality, even financially, was always with Barnes and Noble - I would pay more for books because I loved my job and I valued the company. No longer. Amazon.com - they're cheaper even WITH the 30% employee discount. Claudia 8/9/11 Guess I an not alone. Had 5 gift cards to use online. On-line directions allows only 3 at a time. Called up ahead of time and was told to place order with 3 gift cards and then call again one hour later to pay with other two gift cards. Followed directions, and was told that supervisor would take care of applying the gift cards to order. Called again two days later and told that it was in the system, but not yet posted on credit card, but supervisor said all was cool. Called again one week later and told too late to use last two $50 dollar gift cards and that the supervisor would send "corrective notices" to the previous representatives and supervisors who had misdirected me. But I was plain out of luck. So I am left with an extra bill of $100 and two $50 gift cards that I really don't want to use. B.L. Cozad Jr 8/10/11 Please stop supporting Wayne Pacelle of the HSUS and the animal rights extremists by providing venues for the promotion of his book and his arrogant agenda. The Routine Propaganda of the HSUS is losing Credibility and Support. Statements from the HSUS senior officials used to strike fear into the hearts of cowardly legislators afraid of not jumping to the HSUS’s tune. Now as the truth regarding the HSUS becomes more publicly exposed everyday lies such as the ones below from the HSUS’s vice president Jonathan R. Lovvorn are no longer carrying the political weight or intimidating their opponents. “Cockfighting is a vicious bloodsport, and a serious federal crime,” said Jonathan R. Lovvorn, vice president & chief counsel for animal protection litigation for The HSUS. “The twisted proponents of this sickening animal cruelty have gone to court three times to strike down the nation’s animal-fighting law, and lost three times.” This is clearly contradicted by the recent 10th circuit court ruling in the Robert Langford cockfighting case where the Federal Court Judge ruled that “cockfighting is a victimless crime”. And “the twisted proponents” of the gamecock harvest industry are in truth livestock owners = “rural farmers and ranchers” that raise and harvest gamecocks (livestock) in the same industry and method of harvest the gamecock has been harvested in for more than 3,000 years. The rural farmers and ranchers that engage in the gamecock harvest industry are simply that “farmers and ranchers” with the same values that other farmers and ranchers hold. Sociology studies from leading sociologists at Clemson University and Virginia Polytechnical University display a very different picture of the people engaged in the gamecock harvest industry than the slanderous HSUS propaganda paints. Slanderous name calling like “twisted proponents of this sickening animal cruelty” are carefully chosen words meant to intentionally mislead and biased the general public against the farmers and ranchers whose primary livestock are gamecocks. In reality it is found that the lies of the HSUS about the gamecock owners are intentionally meant to intimidate the gamecock owners, distort the public view against and cast disparaging shadows over who these “farmers and ranchers” really are. The summary of the National sociology study of American cockfighters clearly refutes the HSUS’s lies: Research conducted by Clemson University sociology professor William C. Capel and Virginia Polytechnical University sociology professor Clifton Bryant. They co-authored “The Clemson Report” in 1974 and again in 1991, a sociological profile of cockfighters. They reported that “Devotees of cockfighting show no psychological abnormalities. ... There are no serious psychological differences between those who engage in this behavior and those who do not. Certainly there are no signs of psychotic behavior. ... “People engaged in this recreational form are basically conservative, highly concerned with health and outdoor life, strongly patriotic and strongly in favor of obeying laws and preservation of public order.” Many cockfighters had jobs in government, education or the armed forces, and almost none were on welfare or unemployed. Almost 40 percent were “in the white-collar ranks of sales, administration or business positions,” almost 30 percent were “skilled blue collar” and about 25 percent were “semi-skilled blue collar.” About 27 percent had some education beyond high school. In an interview for a story published in Harper’s magazine, Professor Bryant said: “They’re mostly middle-class, from small towns or the country, more likely to be married, more likely to stay married, more likely to go to church, to be veterans,” he says. “In fact, if you tried to go back and put together a typical American of the 1940s or ‘50s that would be a cockfighter.” I personally know many cockfighters and have been going to the cockfights since I was 14 years old (over 30 years) and the description above is the most honest description of the majority of cockfighters that I have ever seen in print. This then in reality sounds like this sociology study is describing a typical rural farmer or rancher and in reality that is exactly who the gamecock owners are. Our livestock just happens to be gamecocks instead of beef cattle and the method of harvest of gamecocks differs from the method of harvest of a steer but then again so does the method of harvest of a goat. Maybe we should send Law Enforcement Officers out and create situations where we may potentially kill those despicable twisted goat killing proponents of the goat murder industry, you know those vile “farmers and ranchers” that are raising and harvesting goats to earn a living and feed their families in rural America. As the truth of the HSUS agenda is being exposed to more and more people Wayne Pacelle is now stating that he wants to “work with the animal agriculture industries and prefers compromise to conflict”. He goes on to say: "We are looking for a new way forward," Pacelle said. "Instead of endless campaigning or conflict with political adversaries, we now want to forge solutions that produce tangible and meaningful outcomes for animals. And that means sitting down with people who see the world differently than we do, even sitting down with industries that we've had deep disagreements with in the past." Let me assist Wayne in fully understanding what he supports: sending Law Enforcement Officers out to point guns at rural Americans to force these rural farmers and ranchers into compliance with Wayne’s opinion regarding our livestock. I’d like to know where Wayne thinks he has any ownership rights vested in “my property” (livestock) that would enable him and his corrupt organization to sway legislators to grant rights to my livestock and then dictate to me what my constitutionally protected property rights are as he attempts to criminalize and destroy my ability to harvest my livestock, earn a living and provide for my family in rural America? If that is "compromise" in Wayne Pacelle’s book then the farmers and ranchers across America must realize that Wayne Pacelle’s entire organization (the HSUS) is a privately owned business that’s sole mission and money making efforts are designed to infringe upon, slowly strip away and ultimately remove the property rights of rural farmers and ranchers to their livestock and the land which they own. And that is the “United Nations Agenda 21 Wildlands Project” and the “Socialist One World Government proponents’ intentions and plan being carried out by the HSUS. Thank you, U.S. Army ret SFC B.L. Cozad Jr Ex-Employee 8/10/11 What a shocker that you chose not to post my comment A new Kindle owner 9/17/11 Quite possibly the WORST customer service department in the world. They rarely understand the problem and often transfer you to the wrong area. These problems DO NOT occur at Amazon. The Nook is a better reader, but not enough to make up for the horrid customer service. kate 9/19/11 Although most consumers understand it is difficult for retailers to hire a staff which cares, we all appreciate a retailer who hires a staff which is able to at least act as if they do. I would like you to know about an experience I had at your Clarendon, Arlington, VA location this evening. I went to the store for a book my high school-aged son needed for class. I went to the customer service desk and the very helpful woman there at the time looked it up, told me where it was and offered to walk me to the location. I declined her offer; I felt I could find the book myself. I was wrong; I looked and looked and could not find it. So, I returned to the customer service desk to ask for additional help. The newly arrived associate looked through your database and told me she could not understand how I was told the book was in stock. Not only was that not true, but the book was out of print and could not even be a special order; nor could it be ordered for my som’s Nook. She asked if I wanted the telephone number of dealers in the area and she looked once again at the computer. She began to write this information, and then said I would be able to order it for the Nook after all. I had been looking for the associate who had originally helped me throughout this encounter but I did not see her anywhere on the floor. However, when I turned to go to the cashier to buy the items I had found, she was the cashier. I told her I had not found the book and she was surprised I had been told it was out of print. She looked it up and told me she was looking at it on the screen and I had been given incorrect information. She also said she had not looked fully at the information; it was in stock; however, both copies were on hold. By now, I was thoroughly bewildered and she was as well. She offered to return to the customer service desk with me but had to find someone to take over her position at the cashier’s counter. The man who was at the Nook counter was about to come to the counter when someone in a position of authority at the time said she would help me. This is where my complete dissatisfaction with Barnes & Noble begins. I began to explain what had happened to this female associate. She very rudely and curtly cut me off without giving me the courtesy of being able to explain what had happened and asked which book I wanted to order. I gave her the title, and then told her I thought she might be interested in what transpired because I was about to leave to look for the book elsewhere. I said it might also be a teaching moment for the associate who obviously had the need to learn how to look up a book in your system. I was told she could handle the training herself and to please be respectful. I understand and feel that is important, naturally; however, a customer’s explanation and dissatisfaction should be her primary concern. I told her respect must be earned. She mumbled something and acted in the way a chastised brat might act. I was thoroughly miffed by this and, as I left, I dropped off the books I was going to buy. You are a commodity! I could, and will, buy my books elsewhere. I love books and I am completely unable to leave a bookstore with just the book I had intended to buy when I entered. I am certain you could look at my B&N profile (yes, I do have your card) and see I am a good, long-standing customer. I truly just do not understand how your associate could treat me with such indifference and disdain. However, Barnes and Noble will become a Harvard Business School case study if your staff acts with such arrogance with any frequency. Marta Cruz de Jeus 9/20/11 I 've already gave my compliments to the company, and wasn't even reviewed by anyone. I am grateful for all the support for my book Chosen by Nature; but it seems to me that you might think I'm a fake! NOT! i am the real author of this book.... Thanks again. 8/22/11 placed an online order for the HP TouchPad 082111 from B&N web store and was able to check out without any problems and received a confirmation message, then purchased a matching HP mobile phone from my carrier and a few cases for the TouchPad. on 082211 pm we received an email from B&N stating that our order has been canceled. trying to speak with a supervisor right now after 55 mins of both speaking to a live person and being put on hold for the most part of the phone call. B&N should have not let our order through and they would have saved us all the trouble. the tablet and the phone would have been a birthday present to our daughter-good thing we have told her yet. P.S. we are still on hold for the supervisor after 1 hour and 7 mins. GGGGGRRRRRRRRRRRRRRRRRRRRRRRRRR Meagan 8/29/11 My mom bought me a baby journal from barns and noble after finding out the joys of a new addition to our family. A month after receiving the book I had a miscarriage. My mom had gave me the receipt. So I called the Barns & Noble that she purchased the book at and asked what the return policy was. I spoke with a manager name John B. He said it had to be with in the 14 days. I explained to him my situation. He said I would have to bring the book in and he would have to see the condition. And if it was in good condition then he would be willing to return the book. So me and my husband went in the store with the book and the receipt. John B. looked over the book and seen that it was in perfect condition and said that all he can offer me is store credit because it was out of the 14 day window of return policy. I said ok that's fine. But i wish you would of explained that on the phone. He said he explained everything he needed to so either i can take the store credit or i can leave it with the WORST attitude EVER!!! I said I will take the store credit. But that next time he should explain the RETURN POLICY BETTER. That's why i called before I went in. He threw the book and receipt at me and said he didn't feel like giving me store credit after all. I asked him why he was being so rude. He said that I was the one being rude. He looked past me and said he will help the next customer. I have never felt so sad in my life. That someone could be that in considerate. I guess people just don't know customer service now a days... Gina Pogol 5 stars for the store, 1 star for Nook support 8/29/11 To be accurate, it should be: STORE RATING: 5 STARS! NOOK SUPPORT RATING: 1 STAR! The wonderful customer service I was used to at the stores is non-existent in Nook-world. I can't wade through tons of commentary on forums to find solutions. And I have never had a problem successfully resolved via phone. The disconnect is really unsettling. For instance: I bought two Nookbooks on the same day. One downloaded, one did not. I called tech support several times and they could never get it to work. I emailed you guys via BN.com and heard nothing. Finally, I got on the FaceBook group and complained and it was determined that my book was corrupted and a refund was promised. I deleted the corrupted file and tried to purchase the book again. Now, I get a message stating that I already own the item and so you guys REFUSE TO LET ME PURCHASE THE BOOK! I'm starti.ng to feel like Michael Douglas in the movie Falling Down and that's not a good thing Rachael 9/6/11 Absolutely disappointed with the "no sitting on the floor" rule now in place at stores. Chairs have been removed leaving limited seating and those available in the cafe are taken by people that spend HOURS there. I too can spend hours there but enjoy walking and browsing in many sections. With their competition closing they should welcome new customers with ways of comfort not just discounts. Im seriously thinking of using Amazon as my new "book-store" Marta Cruz de Jesus 9/7/11 I want to thank all the employees of Barns and Nobles for the awsome team that corporate has at City place West Palm Beach, Fl. Also I'm eternally greatful for selling my book Chosen by Nature. I hope to keep the fantastic professinal relationship that I have with the company. Especially in the near future when my next book Angels over Me "In Search of an Innocent Soul" will be on the market next year. Thanks a million for your support, God bless and keep the excellent work. Thomas Sheen 9/7/11 I tried canceling my order, everyday for a week. Then when it emails me its going to ship then I can PRESS cancel and I actually receive a cancel confirmation, the confirmation says I can't cancel. Convenient huh? I guess thats the path Barnes & Noble is heading in, a monstrous business that is money hungry. I guess that's good for them but they've put their sales and greed ahead of literature and loyal customers. We shouldn't see each other anymore, I just get angry when I look at your website. PS: That new Nook Color 2 better not come out, and it better not have E-ink or I will slip a nip. richard manuel 9/7/11 The Barnes and Noble in Eatontown New Jersey is filled with BED BUGS. Do not sit down in this store! Even if you stand, the bugs can latch onto you. I kept going in and getting bit because I thought the bites were only from mosquitoes. I had never a bed bug bite before, but it can look just like a mosquito bite, as I learned. The next thing I knew I had an infestation in my house, and it cost a ton to remedy, plus I had to throw out a lot of furniture. Bed bugs are very difficult to get rid of. They bit me at night waking me up at all hours. . I told this to the manager and he said they knew of the problem and were working on it, but the problem continues. Also, they have not warned customers of the infestation. Bed bugs are evil. Stay away! phil 7/8/11 I have never been as frustrated as when i bought a nook. the downloading of library books is frustrating. customer service which appears to be overseas is horrible. not only can you not understand their english but they are very poor technically. spoke to 4 reps. and was supposed to get to second tech level but was left on hold for two hours b4 i hung up HELP HELP phillin112@optimum.net send to co. please as others are having the same problems Valerie Pendelton 7/23/11 Today is Saturday July 24,2011 I just visited a Barnes & Noble store located in Bellevue Washington located on 106th & 10th. I wished I had went elsewhere to buy my music. Barnes & Noble you are just too CORPORATE. Plain & simple you just don't appreciate the customer. I just don't want to hear about receipt gift certificates & especially the 25 dollar card your sales clerks keep nagging about. I just want to buy some music and your stores even make that experience NO FUN! I went in today to buy a CD. The female sales clerk? Had all the personality of door knob! She wasn't friendly, she was cold, very detached, like she wanted to be anywhere but where she was at. When I went to the counter to make my purchase I was wanting to be friendly ask her how she was & all but then she cut me short asking me about some gift receipt? or some such thing. I was puzzled as to what she was even talking about and I asked her "What is that"? She explained that if it was a gift and I forgot the rest of what she said and I said "No this is for me" Then came the sales spiel about that 25 dollar Barnes & Noble card which I can't afford! You all need to rethink that card thing. I just don't want to hear that I'm buying music to forget my problems and not to hear a redundant sales spiel. LET ME DECIDE ON THAT. Let me be the judge, OK? I just want a fun experience of buying a damn CD. See I'm not Corporate. I LOATH anything Corporate. Which is why I WILL NEVER DO BUSINESS WITH ANY OF YOUR STORES EVER! I wish Barnes & Noble were the ones going out of business instead of Borders. The folks there were much more nicer. I'll shop either at Silver Platters out in Crossroads or Everyday Music the people are WAY COOLER and with much less attitude! Barnes & Noble just plain SUCKS! 7/24/11 Terrible and POOR customer service at Barnes & Noble store located at the Bay Terrace shopping center- 23-80 Bell Blvd. Bayside, NY 11360 this morning on Sunday July 24, 2011 at approximately 9:30am. Upon leaving the store, this employee, a female with long brown hair and glasses, came running after me in the shopping center. She stopped right in front of me and demanded to see my bag! She kept saying there was a beep that went off and she needed to see my bag. I did not hear any beep or alarm upon leaving the store. I said, "So?" This employee kept insisting to see my bag and she was going to physically grab my bag off my shoulder when another female employee, presumably a manager, told her to come back to the store. She finally left me alone without any apology for the scene that she caused in front of people in the shopping center. This female employee made me feel like a thief and caused such embarrassment that I will not be going back to this store again. Valerie Pendelton 7/24/11 I see that my comment from yesterday was not submitted thats okay I'll submit you another. I visited Barnes & Noble on Saturday July 23, 2011 in Bellevue WA on 106th Ave NE. And it was the WORST experience. First of all the sales clerk who worked in the music department had all the personality of a door knob! She seemed absolutely BORED and looked as though she wanted to be elsewhere. When I entered into the music department she merely looked at me with some bored,indifferent expression I didn't even get a greeting! So I pick out my CD and I come up to the counter I'm friendly I say to her "Howdy" I get no response the sales clerk looks over my CD then coldly responds: "Do you want a gift receipt"? I'm thinking to myself a what? I was thrown off completely I was wondering to myself what in the heck is this lady talking about? All I wanted was to have friendly chit chat I mean there was NO ONE ELSE IN THE MUSIC DEPT. The sales clerk then went onto explain in a very bored way what a gift receipt was. I was a little irritated and said "No this CD is for myself". What in the world? Gift receipt? Now, I SHOULD BE THE ONE who brings up something like this. Am I right? Then the clerk coldly asks if I have that stupid Barnes & Noble card. I said "No I don't have the 25 dollars right now,you can put the application in and I'll fill it out. She seemed a bit angry,then coldly put the application into my bag. Then we went back & forth. The Clerk kept saying in a monotone type of voice about how much I'll save by getting your overpriced card. I kept saying to her that I just don't have the 25 dollars. What is it with you Barnes & Noble it isn't enough that I spend 19 dollars then you want me to drain my checking account to buy that Barnes & Noble Card. Your company is a RIP OFF! Your Corporate nothing more. You care NOTHING about customers. And your unhappy sales clerk reflects this. You really need to rethink that 25 dollar B&N card thats not working out. And You in the Corporate office sitting in your oversized chairs really need TO LISTEN TO THE CUSTOMER. Remember the saying "The customer is always right"? I don't need to hear blather about an over priced card or a gift receipt thank you very much. And you need to actually train those drones who my guess you've sucked out their humanity & feeling telling them that the customer matters. When I say I'm not interested in your sales pitch THEN REALLY LISTEN UP. Your competitors had the same card at no cost. I'll take my business elsewhere from now on. Leave it to you to take the fun out of buying music. All you guys are interested in are PROFITS,PROFITS,PROFITS. Valerie Pendelton 7/25/11 Very poor customer service. I don't like the sales spiel about the 25 dollar B&N card and I don't wish to hear about it. If I'm shopping at your store spending my money I should have that option. Better customer service training is needed for your staff especially in the Bellevue Washington store on 106th Ave NE. Especially in the music dept Where the clerk on the day I shopped there was cold & very distant. Made my experience not real enjoyable. I wished that I went elsewhere & next time I will. I shopped at your store on Saturday July 23rd. I wished I would have spent my 19.40 elsewhere. I'll start going to Elliot Bay Bookstore then Everyday Music for my CD more affordable & I get much less attitude as well as a chilly reception. Plus none of the crap of the sales pitch. Al Stanton 7/28/11 If you are thinking about buying a Nook, give some thought to the following. Customer service: generally poor; Product: battery life claims overstated; Training of staff: questionable. Suggest you investigate purchase of Kindle. Disappointed Nook owner. Cheryl Radovich 7/29/11 Can I give "zero" stars for problem resolution. My college daughter purchased a Nook online in April, returned it later that month to learn "they never received the Nook". After tears and persistence with phone calls, early May an email was received that they, indeed, received it and was refunding her credit card - which would take one to two billing cycles. Really? After patiently waiting (today is July 30) we call back in July to hear the same tale....30 to 60 days. I tell them that's unacceptable, and I'm reassured that the money would be refunded in 24 to 48 hours. Four days go by, we call again only to find out they made a mistake and never received the Nook. Ok, seriously?? So, just got off the phone with 3 elevations of customer support to find out they haven't received the Nook, as far as the warehouse scanning information they currently have, and they cannot refund any money until they receive the Nook. Period. They are looking into the email we received saying the Nook was received and her account was credited. It was made in error. My problem, not theirs, apparently. Barnes and Noble will never see another dime of my money. Melissa Fouse 8/2/11 The ladies restroom in the Anchorage store is shabby and dirty. There are droozles on the tile walls and long term dirt in the corners. The washbasin counter is falling apart and the paint (!) on the stalls is peeling. I asked to see the manager and was shunted off by the sales association who claimed that he spoke to her (he did make some kind of call). Seriously, if you can't clean the bathroom and have a responsive manager, then I don't want to shop there anymore. sally 6/21/11 I bought a Nook to travel to California to visit a friend. Went to the B&bN El Cerrito Plaza to download some books for the rest of my visit and flight home. Unfortunately, when I arrived I had 27% battery life and my friend isn't picking meup for four hours. Could not find a plug-in area, so plugged into wall. Gathered several books and was deciding which ones to download when Leon asked me to unplug and not sit on the floor. Said this store does have plug-in, nor allow customers to sit on floor. Explained what I was doing and asked if he could charge device. Leon left saying he was going to check. Then an employee named Amanda came by and said I had to unplu and get off the floor. I unplugged (charge now at 42%, so you can figure howI was there). A customer tried to help me, but couldn't (thank you though). Amber 's first question was why was I "rude and disrespectful" when Leon asked me to both unplug and stop sitting on the floor! She then followed by "what's that about?" She continued to say if I had been "polite" and asked to plug first , she would have helped me. Told her I had asked Leon amnd he said he couldn't and I had enough charge to download, even though it wouldn't be enough to read for a couple of hours. Amber then went on t tell me she had a "chair" for me (in fact she said it about five times. B&N Clearwater, Florida I love your inviting atmosphere and treat me like it is my home away from home! I love visiting, great customer service and zero harassment! No wonder I bought my Nook through you! Rudy, I asked to speak to you, but Amber said you aren't here. Your empoyees need some serious customer service training! In addition, your store does not have enough chairs for all customers. I never want to come in your store ever again. I also was frustrated and locked my password. So much for having e-books to read for the next week:( PS, left chair (with a bag in it) to get a book. someone was in it with the bag on the floor! Personally, I'm glad, but shows there aren't enough seats even during the day on a Tues....seems like sitting on the floor and oit of the way should be Ok! mike richter - san jose 6/21/11 Used to be that B&N was a nice place to go and spend hours with my daughter. Invariably I would end up buying $20-40 dollars worth of books for her. Westgate store has removed all there comfortable chairs and left 7 hard uncomfortable ones. She we sit on the floor we are told to stand. I am told this is a corporate policy. Why go to Barnes and Noble when we are now more welcome at the public library? I am extremely disappointed by what appears to be a terrible shift for the worst in B&N policies regarding customer satisfaction. June 21 Mike Richter Christina 6/22/11 Hi I am a college student and I have bought some textbooks online from bn Textbooks should be shipped in a timely manner, getting a book 10 days after placing the order is not ideal. About a year ago the books that I ordered would only take 3-5 days to get to my house and they were coming from Nevada. This time (and a couple times before) the books are coming from New Jersey. This particular book is on the geography of California. College students don’t like to buy their books too far in advance just incase they find out that the book is not required or if there is a schedule change (different professor = different required book) then the difficult process of returning the book. The free shipping is not worth the wait. Only giving fast shipping to certain “member” customers is not the best strategy because all customers should be treated good. Eileen Smith 6/23/11 I received a birthday gift of six Barnes and Noble Classic Books. I already own all the books by that author and wanted to return them for store credit. They told me they couldn't return them without a receipt. THEY'RE BARNES AND NOBLE CLASSICS!! Where else could they have been bought??? I didn't think that was too nice. Tracey McDonald 7/5/11 I have an account with over 90 books. On this account I have 4 nooks, 2 color and 2 WiFi. For some reason the end of May the two WiFi nooks stopped being able to open any of the books on my library. They can see the books just not open them. I have spent hours on the phone with customer service and in the store trying to get this issue resolved. Everytime I call customer service I get a new person who makes me try the same trouble shooting steps over and over again. I talked to a superviser and she was worthless. While it is clear to me that there is something wrong with my library they simply want to focus on the nooks. They even replaced one of the WiFi's and the new nook has the same issue. They promise to escalate the issue and call me back in 24-48 hours but no one ever calls back. I am on my 3rd or 4th promise of a return call. They never follow through with their promises, one gal told me they would reset my Library, but that has never happened. One kid I talked to on the phone had me create a new account and the new account worked fine, but now they will not transfer my books to the new account. So after hundreds of dollars spent on my library and Nooks and a month of almost daily calls or visits to the store I have two worthless nooks, and a library my family can't use. Concerned Customer... 6/11/11 Listen to this one...During the past 2 weeks, the managers at the Waterbury, CT, B&N have been approaching the regular cafe customers and telling them they have a time limit to be in the store (2 hours) and then they have to leave. There were a few men who enjoyed playing chess (sometimes hours at a time) but never caused a real problem. Whenever they were asked to give up a table, they would comply without any problem. Many of the customers were impressed to observe the various age ranges and ethnic groups getting along in harmony during their chess games. Of course other people also visit the cafe...a couple of teachers tutoring their students; nursing students reviewing their notes; instructors correcting papers; business people meeting with their clients, etc. Also, there were a group of women who had a knitting club which would meet for a couple of hours every Monday evening. Not everyone purchased food from the cafe since the prices are ridiculously high but many managed to buy tea, coffee or some other drink or pastry. I realize that many people visit the store and just pick up a book or magazine and read but don't buy it. These are the same people who will spend money buying something to eat in the cafe while browsing the literature. B&N was a nice place to visit, to make friends and to just have a good chat. Well, it seems that now we are being booted out since that new manager (Frank) came onboard. And after reading all these complaints on here, I am so disgusted and now to think we have no other bookstore (with a cafe) in the area to visit since Border's is now closed. It seems to me that B&N is on it's way out also!!! The way they treat customers just maybe the company is getting exactly what it deserves...bankruptcy! By the way, I would have given it 0 stars if there was a category to pick from. Jackie 6/12/11 I have been a regular customer at barnes and noble in Waterbury, CT since it opened. I have always enjoyed the atmosphere in the store, until new management took over. The environment has become hostile and tense. Since Barnes and Noble offers free wi-fi, I often bring my laptop so that I can work while I am there. I have been told that I can no longer sit and work on my laptop in the cafe area. Since there isn't any place else to sit and work, essentially I can no longer go to Barnes and Noble to take advantage of the free wi-fi service. What is the point of offering the service if there is no place in the store to sit at a table and use it? Several other "regulars" are also disgusted and disappointed by the low regard in which they have been treated under this new management team. If they are trying to increase revenue in the cafe, they should not drive the regular customer base away. Not a smart business move - we can become regulars somewhere else and that won't help your bottom line. Nancy Wolter 6/13/11 My NookColor is great, though I've had a few freezes since the Flash update. A major addition would be text to speech--many people have discussed this on forums, but it seems Corporate feels the sound would be 'tinny'. The Kindle 2 and 3 offer the feature. Let the Nook consumer have this option, too-- and let us use text to speech at our own discretion. Thank you, Nancy Naples FL Margaret Trakas 6/14/11 My husband and I both bought a Nook a year ago and at the time of purchase I specifically asked if we could exchange our nooks for any new version that would come out in the future and was told we could. I called corporate headquarters today to ask about exchanging for the new nook color and was told it was not possible. We are good customers of Barnes and Noble. I just recently downloaded more books,over 25 and my husband has been downloading more books recently also. I am willing to pay a reasonable price for the exchange but apparently Barnes and Noble is not interested in keeping their good customers. After I read these new books, I will definitely close both our accounts. Jack Mackleer 6/15/11 I entered your Potomac Yards store yesterday, with a package I had purchased at another retailer. The alarm went off. A sales associate immediately approached me and asked if she could check my bag, which had the logo of the other retailer, plainly displayed on the outside of the bag. The sales associated had watched me enter the store. I turned immediately to the NOOK center where my fiancee was waiting for me. I had NOT been close to any merchandise in Barnes & Noble. I told her that she could neither inspect my bag nor take it to the counter to "de- sensitize" the merchandise from the other store, for which I had a receipt. The receipt was insufficient. She told me that the store had to be careful that nothing had been taken from their store. When I said that I found her comments offensive, she was unphased. She HAD SEEN me enter the store and walk IMMEDIATELY toward her!!!!! I spoke with the manager, who said that they would do the same thing the next time!! I called two 'customer service' numbers and was given unsatisfactory babble. In reading the comments of other customers, it would seem that DIS-SERVICE is company policy starting and the top and filtering down the line. It also appears that when approached by the customer, the customer's integrity is constantly violated. My suggestion is that legal action be pursued regarding most of the situations that have been described in other COMMENTS. My fiancee and I have discussed turning in her NOOK and purchasing a reading device from AMAZON or finding a Borders Books, which has always given good service. It would seem there is a class action suit bubbling in all that I read!! angela marie sterritt 6/16/11 is not getting what she deserves for her creative ideas....... Suzan Baker 6/16/11 June 16, 2011 Barnes and Noble 1. I purchased a new Nookcolor and apparently got a refurbished one which was shipped to me without a charge cord necessitating a trip to a Barnes and Noble in Miami 83 miles north of my home, and the return trip, and no instructions were included. The Serial Number is 20109300 13612008 2. It refuses to unlock 95 percent of the time when fully charged. 3. It is Not 3g – and this is a major problem! There were 9 people at the B/N in Miami when I was buying the charge cord complaining about this problem. We all thought we were ‘upgrading’ and turns out it was a DOWNGRADE! 4. Speaking with Customer Service is a test of patience. 49 minute wait the first time and then to be cut off is not good customer service. Then you call back and speak with the Philippines for 2hr/32 minutes wait, rudeness and then cut off! Ask for a Supervisor and immediately be put on hold and KNOW THAT THEY WILL NEVER RETURN. 5. It was agreed that a new Nookcolor would be shipped to me and I would return the 20109300 13612008. Today I received a replacement Nookcolor and it is a refurbished Nookcolor. Not the NEW one promised me. I purchased a new Nook, I expected to receive a new Nook. This is particularly shabby treatment for your customers. Therefore I am returning the 2nd refurished Nookcolor and I will be buying a Kindle and recommending to all my acquaintances to do the same and avoid Barnes and Noble. Credit my charge card and I will be sending a copy of this letter to my credit card company. Most happily to no longer be a Barnes and Noble customer! Pamela Papas 6/17/11 I have been a customer for many years, and delighted in shopping for books and music. Last fall, I purchased a CD for my daughter for Christmas and it was not to her liking. I exchanged it for another and gave it to her for her birthday; unfortunately it was a duplicate. I decided to exchange it for something for myself, however the store I visited did not have music (after fighting traffic, this was disappointing). Because of the delay, it was not returnable, despite a gift receipt. I was willing to exchange for other merchandise, but could not. I find this policy surprising. There are a few of us diehards who enjoy browsing in bookstores and do not resort entirely to AMAZON.com, but the poor customer service and lack of effort in valuing long-term customers makes a strong argument for abandoning your store. Jane, North Carolina 6/19/11 Barnes and Noble lost three customers today. Our son gave his father a book about Hiking in NC. We had just purchased the same book a week ago. We went to our local B&N store to see if we could just exchange it for another book of equal or greater value........maybe another hiking book. We were told that without a receipt or gift receipt we could not get another book. Now, I understand that if we had wanted MONEY back, to say "No, not without a receipt," but we were asking for an exchange. The manager, not very sympathetically, said she thought their policy was a "very generous policy". I just spent $152 at B&N last week, the last money I will ever spend there. I take my mother at least once a month to buy books..........never again. B&N.......you need to rethink this "very generous policy" and take a page from some other retailer's book. I guess with Books-A-Million and Borders on the down-slide, you think you are now the only game in town. Kim Thompson 6/7/11 I have been trying to return a defective Nook for 3 days now. All I get from customer service is the same answer and a refusal to transfer me to a supervisor. As of this date, June 7, 2011, I have received no satisfaction. The only conclusion I can reach is you do not honor your warranties and will charge us for a used Nook. All I ask is a return shipping label. As of now I will not recommend a Nook of any kind to my friends. I will suggest they buy a Kindle instead. It has good customer service. You have lost a once loyal customer. Sincerely, Kim Thompson Ex-customer 6/8/11 I recently had the misfortune to visit your Snellville,Ga. store. There I witnessed a female manager degrading one of the employees because they didn't have "classy business shoes". I talked with the young man after that episode and he said he is lucky to get 20 hours a week and has an hour drive to work. THEN I had the opportunity to meet an anal-retentive clown named James. What kind of horrors of human beings do you people appoint as managers? I can tell you I will NEVER shop at ANY of your locations again. Also I will inform all of my fellow Teachers to do the same. I am so glad I do not work for your establishment, and I pity the part-time employees that do. I suppose with the economy today anyone who has a job is fortunate. Therefore they get treated like dirt by their managers, who are aware of this. Your corporate office probably could care less, as long as their pockets are lined. I am sorry I cannot give you LESS than a one-star rating, because I would like to. I hope all of your managers sleep well at night, some of your employees probably do not. Lynn L. 6/9/11 While I love going to my nearest B & N in Valparaiso, Indiana, I absolutely DREAD ordering books from B & N online. The books come from a warehouse in New Jersey, and the packers are very careless there. They do not properly pack the books or ensure that the books do not bang around inside the box during shipping. Ordering only one book is fine, but when ordering multiples at a time, the chances are very high that one or more of them will arrive in a damaged state. One time I ordered 12 books, and they were all put into one huge, far-oversized box, banged around all over the place, and EVERY SINGLE ONE OF THEM arrived damaged. Sure, if you call them on the phone, they will freely replace the book(s) and will send you a free shipping label for you to return the damaged one(s), but this involves further delay in waiting to receive the rest of your order. All this could be prevented by taking steps in the first place to properly package things, fit the box size to the order, and ensure that nothing moves inside the box. Why can't they do this???? Ernie 6/6/11 I am in the military and spend many months out to sea. I have limited space for storage. I have a Color Nook and bought some screen protectors they did not work as expected. I am over 9,000 miles away from my B&N stores. I am also about 1000 from any land. I wrote to Customer Service and explain my situation. I was asked for a receipt as I wrote in my email I did not have the receipt and asked for a waiver but the customer service turn me down. I am disappointed. I even asked for instead of a check just a gift card. Shock at there reply ---- sorry nothing we can do. Disappointment. I guess Amazon is the answer. For $19.99 they lost a good customer that spends hundreds and hundreds of dollars each year. I usually spend at least $800.00 before I go out on a ship so I have reading materials. I am usually out 2 times per year. Wallace WInston Jr. 5/26/11 I purchased the Nook this past Christmas, as a gift, for my wife. She really enjoyed it until about two and a half months ago. The nook just stopped connecting to the internet and maintaining a charge. I took it to the B&N in Mohegan Lake, NY. They tested it in every capacity with little result. The B&N Managers in Mohegan Lake determined immediately that the product was defective, called the issue in and was given the okay to replace it and did an exchange for a NEW Nook on the spot. Excellent Customer service...My wife did not open the product for a few weeks, waiting for me to set it up...When I did get to it, the set up was easy...connecting and registering...but it refused to hold a charge via wall plug or USB. It kept sying "Discharging." Frustrated, I took the Nook to The B&N in Newburgh, NY (horrible return policy there). They Tested it with at least four different plugs, plus the USB. They called it in. This time I was told the store could not give me a replacement immediately, and I had to ship the defective one back myself and needed to give a credit card (which makes me feel like I am trying to steal or something. Horrible Customer Service. EVEN WORSE...the company sends my wife a CERTIFIED PRE-OWNED Nook...when she calls a CSR at B&N she has to jump through hoops and a few CSRs over two days and practically scream for a refund, which they said they could not do...eventually they agreed to send a new one. Horible, horrible. We loved B&N before this incident. The Nook is a cool idea, but, the product had some issues that are not being addressed on the technical end. We want this product, but not with this type of headache. IT IS NOT our fault the product failed us two times, but are made to feel it is by being asked for the credit card hold (as if we are dishonest on the return). Your CSRs had no empathy and were very rude at time. You are helping yourself lose the business of customers who really enjoyed what B&N had to offer. I am quite sure if that happened to them, they would be upset. The third time is a charm. You are losing a customer fast...Kudos to Mohegan Lake/Peekskill B&N...Wallace Winston Jr. Michael R 5/27/11 I love my Nook Color. As for the rest of Barnes & Noble........Lets put it this way. Customer relations -5*,Technical Support-5*,Business Ethics-5*,Corporate Concern-5* Overall Rateing -20* I had a simple technical problem, After two months of calling and getting the run around. I finally got an answer. WE DON'T CARE!!! We have your money,We don't care if you have a problem. You have to buy our books so kiss off. Had this happened to a Microsoft product, Quest, Direct TV or any other consumer electronics dealer, it would have been taken care of in minutes. I am just one small voice, but I know at least 250 people that I will tell about Barnes & Noble. They know 250 people too. Do the math you Mr. CEO Eventually this WILL COST YOU. foxnoir 5/27/11 I work for B&N and I'm trying to get out of here. If you think the employees are bad at customer service, just imagine how bad management treat the employees especially the one I work for. They think propaganda and deception is is a way of keeping the staff in check. So if you consider working for this company, you may want to ask around. Leah Cain 5/20/11 I Went to Barnes and Noble with my family and I was told that we could not sit down on the floor to look at books because it is a fire hazard(no chairs anywhere to sit in). I was then directed to children's benches. I did not want to sit on a child's bench. I suppose if I just stood in the store I would be a fire hazard as well. Better yet, I should just buy books online through Amazon and not bother with the store unless I want to be treated poorly. My husband and I are both teachers and we each own Nooks. We have spent nearly $1,000 there just this past year. We were also planning on purchasing books while we were there but I immediately put them back. I am extremely disappointed with the poor treatment today and it will be a long time before I visit your store again. I guess it won't be long before Barnes and Noble starts shutting stores down like Borders had to. I thought the idea was to keep customers happy in your store so they will buy books not boot them out. Carol D. 5/17/11 I'm filing the following complaint with the Consumer Complaints Agency, BBB, and other consumer complaint Agencies: I hope you can help me with this problem. Barnes and Noble won't cancel my membership and have been charging my credit card $25 for past 5 years without my authorization, or knowledge. I sent B&N an email in 2007 telling them I no longer wanted to be a member and to cancel my membership. I cut up the card. They responded saying they needed either my membership #, address used when signing up for membership, or, last store where card was used. I gave them two out of three answers and figured this was end of it. Because I used to do a lot of international travel on a frequent basis. I neglected to learn my membership had not been canceled and they continued billing my credit card $25 every January up to 2011. I never received any more emails, or mail, from them (with the exception of an application for a B&N Master Card, which had my name, address, and membership # on it, in late 2007, also leading me to believe membership was cancelled. I contacted them again earlier this year, after noticing their charge on my statement, and have been given the run-a-round ever since. They keep responding with the same thing.......my name, address, phone #, etc. doesn't match their records. I've even given them my previous addresses, and phone #'s going back as far as the 70's and still nothing. They gave me a phone number to call and there are no options listed for this problem. When I did finally speak to someone they acted like they didn't know what I was talking about. They were unsympathetic regarding my dilemma, and offered me no alternate solution other than to call back with more information. Basically, they just wanted to get me off the phone. This is the last time I'm dealing with them direct because they’re not being cooperative. Madelyn Ruperto 5/17/11 I purchased a Nook Color as a gift to myself this past Christmas. Two months later it stopped working. I was replaced, but I did not know it was going to be replaced with a refurbished. I paid for brand new and should get a brand new replacement. Well the replacement also stopped working within two months. Now I am at war because I am requesting a full refund which they are claiming I am not entitled to. Have called customer service over and over, I have been told to email my complaint. That would be great, but all the email addresses they give me are incorrect. I then also called to cancel the two nook book I ordered before the nook stopped working. Another war- I am told that it would take three or four months for the refund on nook books that now I can't read, since I don't have a nook and don't plan on getting another one! B&N is not standing by their customers which is a shame. It appears that B&N does not think of top rate service and the customer is always right. Maybe a class action law suit again B&N will get the message across. I will keep fighting for my refund and everyone else should do the same. If you keep accepting replacements, they will keep up the game until your service warranty runs out and now you are holding a $249.00 (before taxes) piece of trash. I am still looking for the email to the CEO or I will go to the main B&N store in the city until someone listens to me. ALL I WANT IS MY MONEY BACK!!!!!!!!!!!!!!!! Dissatisfied 5/18/11 Looks like I am not the only giving Barnes and Noble a very poor rating. I order from the website and requested for my order to be shipped express (1-3 business days). Correct me if I am wrong but if I order on Monday and the items ships on Tuesday like it is suppose to, then I should have it by Thursday. Receiving my item after Thursday is not what I paid for and Barnes and Noble refuses to reimburse me or take care of the issue at hand. I have never had this problem with any other website I have ordered from. If I request 1-3 business days, I get it in 1-3 business. I hope my issues gives everyone a heads up as to what to expect with Barnes and Noble. Jerry 5/13/11 On April 13, I returned a Nook Color that I had purchased from bn.com. The unit was received on April 18 via FedEx. No refund. I called last week and they told me I could expect the refund within one or two business days, meaning by last Friday. No refund. Called again today and was told another week or two. I looked up Barnes & Noble's SEC Form 10-Q and noted their cash position was down about 40% from the year before. My conclusion is that B&N is conserving cash by sitting on customer refunds. Well, color me ex-customer. Betty Jo English 4/30/11 I received 2 Nooks as gifts for Christmas. One was a NookColor and the other was a Nook 3g/WIFI. Even though the NookColor was more expensive, I really wanted the 3g so I used the Return Label that was in the gift box and returned the NookColor and a glare screen that was part of the gift. This return was made on January 5, 2011. My husbands credit card shows a credit for the Glare Screen on January 11 but not the $248 for the NookColor. I have made repeated calls to Customer Service about this problem. I get nothing but run arounds from each person I talk to and no results. At this point, I don't have a NookColor but it has been has been paid for since November. What kind of company can have all the mistakes that you see on this review page????? Arlene Arruda 5/2/11 I have returned a magic set that I purchased many months ago but had to return it the same week I bought it because it was not the one my grandson wanted. I used the pre-printed Barnes & Noble return label. The package was repeatedly sent back "address unknown". After several complaints, I was told that the money would be refunded to me. After a number of months and many, many emails, I am still waiting for my refund. This is the WORST customer service EVER. I also have had problems in the past trying to use gift certificates online. B&N puts it on my default debit card and then won't let me change it. I am pretty much finished with Barnes & Noble. From now on I shall go to amazon.com, Borders Books, and whatever else I can think of that is NOT Barnes & Noble. Victoria 5/3/11 I just cancelled my Barnes and Noble credit card. This card is affiliated with Barclay Bank and they outsource. Horrible experience and extremely Un American!!! Please do the same Margaret Jordan 4/25/11 Str: 2102 Reg: 003 TRN: 0912 Cshr: Sandra R. Date: 04/24/11 Time: 01:06p Barnes & Noble alway's asks if we would like to purchase their members card & receive 10% off all purchases. What we noticed on our receipt after total amount $13.01, "A MEMBER WOULD HAVE SAVED $1.20. This is fraud by my calculations! 10% of $13.01 would be a savings of $1.30; Not $1.20! When you add this up by 100's & 1000's they've been doing this to, it really add's up & they benefit in $$$$$! Check over your receipts...You've probably been getting ripped off too. Larry Mercer 4/26/11 I got my nook for Christmas, the first day before I learned how to buy books, I clicked a book by accident. I called the customer service and asked if they would refund my account. The nice lady said there was not a problem. That was almost 5 months ago. Called back after 3 months, still waiting. Since that day we have spent over 50 dollars on books. I have had enough of companies that take advantage of you. I will try to find someone who doesn't mind doing business with this company to sell my nook. Then I wont have to do business with them again! Christina 4/23/11 I worked for Barnes and Noble for over a year, as a cash lead. One night, I was at the front registers by myself after I had come back from dinner break, working the small line of customers, when I started having an allergic reaction from something I ate. I fought it off, and a firefighter came through my line, and refused to move until I called my manager to tell her that I needed to go to the hospital. I called my manager to the front, and she said I seemed fine, and that she couldn't close the store by herself on a Sunday night without me counting down all the registers and safe. I agreed to stay another 4 hours until the store was closed and cleaned, and then go to the hospital. By the time everything was counted down, my manager said I was coughing and scratching my throat a lot, and that I definitely needed to go to the hospital. She had me call my fiance, who picked me up at the store to take me to the hospital. My manager helped me into his car, saying, "Don't worry about your shift at 6am tomorrow, I've got it covered, I know you're going to be at the hospital until the early morning." I was in the hospital until 3am Monday, obviously didn't go to work Monday morning, and went to my next shift Wednesday afternoon. Upon walking in and starting to count the safe, the store manager pulled me into her office and said my services were no longer needed. I was so shocked and upset, I couldn't even speak. It was everything I could do to hold back tears.. and she escorted me out of the store. I've never been so hurt by a company before.. Never been so blind-sided. I was wrongfully terminated, and they know it. Ever since, I have not been a patron of Barnes and Noble, and I tell all my family and friends about their crooked practices. They don't care about their employees OR their customers -- that company is out to make money and that's IT. Don't be fooled into thinking otherwise. Why else would they sell books and cafe items at such high prices, while telling you that you can't sit here, or there, or read that book, or stay too long in a seat that someone else can have... Out to make money. That's it. Close your mouth, buy our member card and $100 in books and crap you don't really need... and be on your way. (Do you think any of the cashiers WANT to stand there and ask 20 questions of every customer they cash out? Do you want to buy a member card? Do you want to renew your member card? Do you want to sign up for our credit card? Are you interested in purchasing a Nook today?) I wish I could give this NO stars. That's what they deserve, and that's what they're making me live with... a horrible taste in my mouth when I think of that company. Clare L. 4/9/11 Simple question. Once you redeem a gift card online and add it to your balance, why do you always have to refer to the gift card number and PIN in order to check your account balance? Threw away the "used" card and now have no way to check to see how much credit I still have. This falls under the WTF? category. Stupid process Barnes and Noble! Jacob 4/19/11 Went to the store in Harker Heights and come to find out that they moved the Pesach (Passover) display because of customer complaints. Are we going back in time here?? Pesach is for 8 days so why is the store pulling its display? Why the hatred of Jews from this store. There is a small Jewish congregation in this stores area, and it seems that this store wants ignore the community. charles W Meech 4/8/11 Chick Meech to service show details 5:15 PM (33 minutes ago) Dear Sirs. Be advised that a copy of this e mail letter is being forwarded to the Attorney General of Florida and the local TV station's consumer hot lines. My name is Charles Meech and i have a Barnes & Noble Color Nook, also I have a & 122.56 in my gift card account. Your company won't let me order books on my nook or elsewhere, unless you have a credit card number on file. Your company charges the credit card and will not charge the gift card account. When asking for a refund then of the gift card account, i was told by (Evan, Supv. of Cust. Service) that he wouldn't do that.. this call to B & N re: this, is the third attempt to rectify this problem. Every time I call I get transferred from person to person and eventually hung up on ! Your department (after three months) can't seem to understand that this is extremely upsetting and actually the keeping of the money and not allowing purchases with it constitutes Consumer Fraud I will make every attempt I can (including picketing the local Barnes & Noble store ) to make people aware of your extremely poor customer service and the fact that the buying of anything from you (especially the Nook color) would be inadvisable. -- Chick Meech, Joan Richards 4/5/11 My NOOK broke on March 17th. It is now april 5 and I have yet to see my replacement NOOK. Every rude, inept customer service reps and mangers Feed me the same line "We'll have the problem fixed in 24-48 hours". I've called everyday. Beem on calls over an hour each call and I still get the same old line. This company is in default of my warranty contract that states a return will be issued in 3-5 days! I should demand a refund, even though it's passed the refundable date. A king 4/3/11 I have never been in a store where they cafe workers are so rude. There are two of them. Who said blondes have all the fun? Because these two blondes are the worst. If they smiled their face might crack. Not to mention when the short blond with the ring inn her nose handed me my change back she acted like I had leprosy. And the sad part is, one of them is the cafe manager. I use to go in there all thetime and I will not anymore. Not to mention you can tell their coworkers arent very fond of them. You have twiddle dee and twiddle dumber working. Not a cool atmosphere to have for your customers. I get tired of the rudeness. So I will not be going back and in the town I live in word to ear is a good thing here. I will be telling whoever not to go there. And to make matters worse i don't think the Store Manager is all tha t bright and doesn't care. Made complaints but i know nothing was done. Get people in there that know what they are doing and get rid of the stupid people. Especially the rude cafe workers. I didn't know nepotism was allowed in a job place. Andrea Spindell 4/4/11 Barnes and Noble is the WORST company I have ever dealt with. They owe me 248.00 and every time I call for the status of my refund on a defective NOOK READER I get a different story. It cost me 32.00 to send the NOOK back to them on top of the money they aleady owe to me! Seems as if I am not going to get my refund and I have already made a case number with the Better Business Bureau regarding this matter. My advice to all of you DO NOT GET A NOOK READER and do not shop or go to BARNES AND NOBLE. They are a total rip off and all they want is your money and have no common courtesy or have good customer service. There customer service is one of the WORST I have ever dealt with. Next step for me if BBB cannot get my money is have a lawyer friend step in to go to small claims court. They should be ashamed of themselves......and the out sourcing is a joke.......cannot understand what the heck the agents are saying!!!! Barb Kern 3/31/11 I'm so disappointed. After coming to B & N 4 - 5 mornings per week for years to enjoy a multi-grain bagel and Cafe Americana, I'm told multi-grain bagels have been discontinued. Why? It's obviously the healthier choice. If it's a matter of profit, I'll gladly pay more. You may wonder if I purchase any other merchandise while in the store. The answer is "yes." There's always birthday cards to be bought -- magazines, travel guides, best-sellers, journals and gift books galore. But what gets me into the store on a regular basis is that multi-grain bagel and Americana. That alone is worth $1000 a year. Customer loyalty works both ways. Seriously, it's a big enough deal to send me to Starbucks (they've added multi-grains to their menu). Could you reconsider, please. Mark 3/17/11 I would give below one star as a rating. B&N is the worst company I have ever had to deal with.I Returned a Nook Color January 2011 and as of March17 2011 still waiting for the refund. I have called customer service 16 times and have had hours of being put on hold and given lies after lies, story after story. Still no refund................... The WORST customer service I have ever received. I will never give one penny of my money to this company again. Mary B. 3/4/11 I bought a Nook for my daughter for Christmas. It set me back plenty but it was the only thing she really wanted for Christmas. I had to give B & N my credit card for them to have on file, apparently. I have no idea why when a person ordered something they just couldn't give the credit info then (and not have it on file from now till the end of time). So my daughter loved the nook and reading books on it. Then, somehow, someway, she got info re e-magazines that she thought were offered on a free, trail-basis. So she used my credit card (this is a twelve-year-old using a credit card). THERE IS A REASON THEY DON'T GIVE CREDIT CARDS TO TWELVE-YEAR-OLDS. Now I am out about one-hundred and sixty bucks for stuff I NEVER ORDERED, and she thought was on a free-trial basis. Oh, you can bet my other daughter will get a Kindle (if any kind of e-reader), and my local Barnes and Noble has not heard the last of my complaints re this nonsense. I WANT MY ONE HUNDRED AND SIXTY DOLLARS BACK! This Nook nonsense has been a nightmare from beginning to end! Shani Robertson 2/21/11 I placed an order online. B&N flagged it, accused me of illegal use of gift cards, refused to allow me to fax copies proving the gift cards were legit. B&N lacks professionalism, communication, and the ability to engage in e-commerce. I am shocked that a company this size is still in business with such rude and incompetent employees. It has taken over 2 weeks to get an online order. Ridiculous!!!!! I have canceled my membership and will be shopping Amazon only for now on. I think one star is too high of a rating!!!! Colleen 2/22/11 I have a stress crack in my Nook near the arrow that allows you to advance the pages in my book. I called customer service and was told my Nook was out of warranty and I could not get a new one. I don't want a new one. I want to replace the white border where the crack is. I didn't expect to get it for nothing. I can't get anywhere with customer service. I sent them an e-mail and I got a form letter back. Wow!! Great service B&N!! Kindle recently came out with a new version. I will be looking into that. Thanks for nothing. Tamara Lang 2/22/11 First the number i called at the top is not the corporate headquarters number. I called and they sid no they are not. I brought B and N's Nook and had it for 1yr. then this crack appread on the right page turner ( im left handed so i dont use that side) Its their defect and a lot of customers are having this problem.Its their first units.I cant get any help from them. Ive called the store, customer service, even the # at the top. nothing. Their answer is " Oh well,To bad,so Sad". Thats what ive been getting a day. I love my nook was thinking of buying another, but not anymore. Ive had it. Kim Reese 2/20/11 Barnes & Noble lost all my "gift reminder dates". It is...I mean was, a great free software program that reminded one, in advance, of any important birthday, anniversary, etc. When B&N updated their website, all this information was lost. No one from customer service or corporate can help me. Does anyone else out there have this problem? If so email me, so we can form a group and tackle this. Thanks! Kim kjr@netnitco.net Seretta Martin announces poetry series move after 9 years with Barnes and N 2/21/11 RE: Barnes and Noble, Grossmont Center "New management team decision" Dear Shannon and Kathy, Here is the new information for the poetry series if anyone should ask. Our last reading at your store was the best. We had Jerome Rothenburg, Ilya Kaminsky and Chris Tanasescu. We are sorry to leave your store but hope that you will keep the door open for special events. After 9 years with Barnes and Noble as a volunteer host, your suggestion to make our series "once a quarter" after I had the calendar published for the entire year wasn't going to work out. What would I have done with all the featured poets that were already lined-up? Wish you the best! Seretta Information: Wednesday, March 16 - 7 p.m. - 9 p.m. The New Alchemy Poetry Series* Featured poets: Daniel Schonberger & Ephraim Summers Open Mic Upstart Crow Book Store and Coffee House Harbor Drive, Seaport Village * Please note that we have moved from Barnes and Noble, Grossmont Center. Free 2 hours parking with min. purchase For more information: Seretta Martin wordsoup@juno.com Godschild 2/11/11 Do not shop Barnes and Nobles online...I ordered a present for Jordan on Feb 1st...his birthday is on the 14th...They cancelled my first order even though it was paid for because it wasn't in stock...the website said it was in stock. Their customer service placed the order for me again...same thing...they cancelled the order. They never notified me...I found out by checking on the status. Once again..I called customer service...they re-placed the order, said they would waive the expedited shipping...this morning...I have an email stating I have 7 days to pay for the order or it will be cancelled....What??? I paid for this order on Feb 1! Now I'm on the phone with them to find out it takes 24 - 48 hours to get approval from the payment from the first order before it ships!!!!! Unbelievable...Oh after the second order was cancelled...I emailed their customer service..still no response from them! Never again will I shop Barnes and Nobles! I am so pissed and disappointed Jordan will not get his present on his birthday and getting the run around from a company this big is unaccepable! 45 minutes on the phone now...still waiting for a supervisor! ONE STAR IS TOO HIGH OF A STANDARD FOR THIS COMPANY! . Godschild 2/11/11 Still no results on the Barnes and Nobles...Supervisor never got on the phone...was given some 201 area code ph number for the Corporate office..which ofcourse went to voice mail...then as I was leaving my vm..a message came on stating "Barnes and Nobles employee hotline is up and running or something like that with a good bye....went online....several blogs with the same story...so it seems to be a habit with Barnes & Nobles! Derrick L Conover 2/16/11 Problem with NOOK billing ---hours on hold---never called or returned e-mails--2 months of dealing with this ---will never do business with BARNES & NOBLE again Lisa Pope 2/2/11 I received a NOOK for Mother's Day 2010. Within a few months the NOOK kept freezing on the screen saver screen......nothing would work to fix it. I called tech support and the told me to take the battery out, so I did and still w/out the battery in the unit it was still frozen on the same screen, the rep then suggested that I take it to a BN store, which I did and the rep @ the store took my battery out, popped in a battery from a different NOOK, took it back out and then put my battery back in and it worked, I was told to take it home and charge it and it shouldn't happen again.....WRONG!!! Within a month the SAME exact thing....in all I've taken this NOOK to a BN store 5 times, until finally I was sent a replacement of which I thought it would be a NEW NOOK....boy was I wrong, it was a "certified pre-owned" device....correct me if I'm wrong but wouldn't that machine have been returned to BN for a reason??????? So why send it to someone else and slap your "rigorous" testing stamp on it and assume it's as good as new???? Well, 2 days after receiving the refurbished NOOK.......now it's frozen on the screen saver screen, same as my original unit. And they want to send me another refurbished unit.....WTH!!! It was given to me new and I want a new one to replace it!!!!!!! BN NOOK is complete joke and so is their so called customer service!!!!! Dawn 2/4/11 I wanted to leave 0 stars but that was not an option. I purchased an e gift card online. I did not receive it right away so I waited until the next day. Still no e gift card. Called the contact phone number was on hold for about 20 mins. I was told to give it another 24 hours that they were having issues. Guess what....still no gift card. I had to go out to b & n and buy a card as this was for a retiring co-worker who was leaving the next day. This all started on January 19th. Still no e gift card as of today, but the charge went through my bank. I was told on the 22nd of January that it e card would be cancelled. I still have not received my credit. I was told today that they process the cancelled orders in order. IT HAS BEEN 2 WEEKS AND THE CANCELLATION HAS STILL NOT GONE THROUGH!!! I will never walk through their doors or order anything online again. Borders looks like I will do my business with. Sharon Beecroft 2/4/11 Several months ago I ordered a book and asked that it be shipped to the store.After about 2 weeks it still never showed up.I went in and asked for my money back and the girl who acted as an official told me I had to return the book to them to get a refund.SERIOUSLY.I went home, got the paperwork went back, again demanded my money and a guy is now in charge and he and the girl tell me that the post office admitted losing the book. RIGHT!!!! He took all my paperwork, scribbled on a piece of paper, handed me cash and walked away. I asked for the paperwork, or a copy, since this had been charged to my credit card and he turned and said "You got the cash, what more do you want." The cash registers in this place must be in a world of hurt they way they function. If you think that is all...No Way. Next they talk me, about 2 months ago, into a 2 month free trial of their discount card which was never used after this initial pep talk.They said if it was canceled before the 60 days was up there would be no charge.I canceled 3 times, the last time being on my own computer, Dec 25, 2010. On January 26, a full month after the last cancelation, they charged my account $25.00.I went to B&N and they more or less said sorry charlie, ha ha. My bank has blocked B&N from using that card number and I am now going to BBB and Consumer Protection. We cannot go in that store and steal from them but they are free to operate like this. Marsha Flickinger 2/8/11 My mother is 90. We purchase audio books for her as it is her only way of enjoying books. We have always purchased from Barnes and Noble. In Oct of 2010 a caregiver took her to Barnes and Noble in Rockford IL and purchased $312.12 worth of Audio books for her. They then went to FL for the winter. When I arrived a short time ago 2/2011 I realized she has already recently listened to 9 of the 11 books purchased. Finding the receipt and making sure none of the books had been opened I called Barnes and Noble in hopes of getting at least a store credit of some kind, only to be told the return policy is 14 days even with a receipt. I understand that Oct. 24 to Feb 7 is over 90 days. The fault does fall to the caregiver. I also think that a book being unopened followed with a receipt should be able to receive some kind of a credit. I am dissapointed that Barnes and Noble does not have a way of keeping track of a return customers purchases as to help this not happen. In the day of gift registeries and computers one would think they would be able to provide customers or gift givers a way of making sure they are not repeating purchases. (a print out of previous purchases) Especially in light of their return policy. After checking with Amazon I believe it will be in my mother's best interest if we make future purchases from them. (They do keep a record of past purchases which I can view on line.) I have always preferred Barnes and Noble because I enjoy there store and the staff has always been friendly. As we live a long way from the nearest store (60 miles) it would have been a smarter idea to switch to Amazon a long time ago. This experience will assure that I do. Mike 1/31/11 IMPOSSIBLE to cancel an order. Greg Moody 2/1/11 You can read the letter I sent to customer service and you will get the message. Having been a customer of Barnes and Nobles for many years I am sorry for having to write this email but I do not know where or whom to turn to. My 14 year old daughter’s Nook developed a problem and after going to the local store and talking to a nook rep while at the store we decided to shipped the nook in to be replaced. I did not want to use the credit card number process and the rep told me that after they received the nook it would be 5-7 days before a replacement was sent depending on the weather. This was on the 16th of January. We shipped the nook on the 18th and not hearing any word on if it was received or not I contacted you on the 27th of January. I talked to Chris and he indicated it was not received yet. After I gave him the tracking number (UPS # ???????????????) he then said he saw where it was received. He indicated he didn’t know why no action had been taken but he would send a contact to the warehouse to check on the item. He indicated I could hear something within 24-48 hours but because it was late in the day I could add another 12 hours to that estimate. My daughter kept checking her email and since no contact I called you again on February 1, 2011. I talked to Gabrielle who basically told me it was still being evaluated and after I said that 9 days were too long for an evaluation, her response was we get a lot of nooks in. In the end I was again told that I could possibly expect to hear something by the end of this week. I have the extended warranty and there should not be this delay. My daughter bought this nook with her own money saved for such a purchase and I’m afraid you have taught her a very negative lesson. Secondly, my wife has a Kindle and when she reported a problem with her Kindle she received a “We Are Sorry” email the next day. She called on a Friday and received her replacement the following Tuesday and Monday was a holiday!!! Please stop evaluating the nook and send me a replacement. Rather than responding to my minor daughter I would like to receive the information on “evaluating” and the process of the nook being replaced please. Email me at ???????? or call me at the house number you have listed on the account or my cell at ??????????. Vic 1/20/11 I got a Nook Color for Christmas and I was really excited. I have had a Kindle for years and have had no problems with it at all - no technical issues and no problems with Amazon purchases. Anyways on Jan. 8th, 2011 I purchased a book for my Nook Color and was almost finished reading it when, 8 days later, I turned on my Nook and found this book was missing. Later that day, I received an email from B&N telling me there was a problem with the payment. I called "customer service" (which it is NOT, by the way - there's a difference between customer service and policy enforcement) and gave them my card information and the payment went through. She told me that my download would be available soon, that they were experiencing a high volume of calls, etc. Well, it's January 20th and still no book. This is so disappointing. I've purchased books from B&N for 30 years now. Amazon has one of the best web sites in the world. I have been shopping with them since the early 1990s and have had no issues with them at all. Everything is taken care of right on the web site. Barnes & Noble simply are not equipped to handle their own device. They didn't plan for it, that's obvious. They got into the eReader market because they realized that it was the future of books. Only recently, Borders came out with their eReader. Both Barnes & Noble and Borders are on the way out. Very Pist Off! 1/20/11 Barnes and Noble online customer service department has the worst service in the world. I have never had to deal with people that are so rude and ugly. If you want great customer service, you need to get it from some where else! William Lynch need to pay his customer service offices a suprise visit and see who he is really wasting his money on. If he likes to employ BITCHE'S with attitudes he need to put my dog's on his payroll. Jen 1/21/11 I ordered books off of barnes and noble website. New books. They delivered dirty filthy, yellowed stained and ripped. disgusting. I will never order from them again. Gina Sanchez 1/22/11 I have had my Nook for almost a year now and have been happy with it. I got a gift card for Christmas and put it on my account and bought some books. It has been four days and I still don't have these books on my Nook. Last night I was told by "Bob", and his thick accent, that he cancelled the orders and I could reorder in 24 hours, when my gift card was replenished. It's been 24 hours, I am still without my books AND my money. Fantastic. Kelly 1/22/11 I have called Barnes and Noble 3 times to get an email gift card delivered. I can relate to all the frustations listed ahead of my comment about their customer service. I ordered it December 26 and it still isn't in the hands of the 11-year old girl it was supposed to go to. Wake up corporate America! Rhonda Coomes 1/22/11 I won't even give this store one star. I bought Nooks for my 2 daughters and my sister and my mother and me for Christams. Boy what a mistake. I put my visa, which had $5.00 on it, information onto my account and then the following month I added a $25 gift card. So three days later I purchased my first book not in a store. I had already had the free books on my Nook and was reading them. So when I went to open the book I purchased it wouldn't let me open it. So I called customer service. They said my visa was no longer valid so I can't read what I had already bought. So I asked if this was renting a book and they said no I owned it. I was also told to Shut up by that cr person. I was then told until I update with a new visa I can't use my Nook and they seen I purchased them and my gift card was deducted and I could have my money back. So if they were paid why do they need to know how much money is on my visa? And why keep my purchase from me? And why not give me either my book or my money back? Is this not considered either robbery or harassement? Don't Buy the Nook!!!!!!!! You can get an iPad and do alot more with it and yes still read your books.. Kindle or iPad will be my next choice. savi 1/27/11 Barnes and Noble has by far the worst customer service I have encountered. The agents are RUDE and extremely unhelpful. I just got of the phone with an agent who dropped the phone on me. I purchased a Nook in December and was given a gift card I registered online with my gift card as well as my credit card. I am trying to utilise my gift card only to get the message that BN does not allow international credit cards (the same one I used to purchase the nook) therefore I cannot use my gift card. The agent who just dropped the phone on me also said that because I was not in the US I could not download any books to my nook which just doesn't make any sense. I was given different information by both agents I spoke to. I was kept holding for 40+ minutes and NOT ONE agent apologised for the inconvenience or tried to assit me. Instead they put the phone down on me, a paying customer! Jane 1/27/11 Called 1-800 to B&N to find I'm in the Philippines and I REFUSE to talk to foreign contries about a product I am puchasing in America. I want to speak with someone who understands English and does not read from a script. (What a concept!) After holding five minutes the ding dong brain said she will transfer me to America and began to dial the same number I called to disconnect each time a foreigner answered. I googled the corporate office number while she was going thru this idiotic affair so I hung up and dialed myself to corporate. Guess what-I am on hold 10 minutes later. That tells me to go elsewhere with my American money! No more B&N in this lifetime for me! 1/28/11 went to state island BN BOOK STORE WAS TOLD THEY WERE OUT OF BOOK I WANTED .DID I WANT TO ORDER BOOK THERE. SAID NO AND LEFT STORE. AFTER THINKING ABOUT IT CALLED STORE AND ASKED TO ORDER BOOK THEY SAID COULDNT ORDER OVER PHONE BECAUSE THEY HAD TO MANY BOOKS ON ORDER OF THAT NATURE--NEVER HEARD OF SUCH A THING THE GENTLEMEN WAS NOT HELPFUL AT ALL--VERY UPSET WITH THE STATEN ISLAND STORE- ALSO THEY WERENT THAT HELPFUL IN STORE. WILL NOT GO BACK SINCERELY, PHYLLIS 1/28/11 I'm having troubles with my nook . I used an american express card to get my book, it uploaded fine. But when I went to read it it said it had to have extra permession. Th card name ad number were asked. Th only thing no matter what I put in it wouldn't let me read the book. It wont even let me use my giftcards? Whts up Ethan Trelease 1/25/11 Bought a nook from barnes and noble, it lasted 5 months before it just died, call tech support, but you only get idiots from the phillipines, that take american names and you can hardly understand them, they tell you what to do to fix the unit, but not all that you need to fix it, you have to call back several time to get a different story, not every tech agent is on the same page as the last one. Again barnes and noble use cheap out sourced labor,shame on you barnes and noble. I will nevere buy another product from your company, no wonder Borders is the # 1 book seller. Ethan andrea danielson 1/26/11 i bought a book at barnes and noble at the spokane, wa north towne mall and was told my book would be delivered within 3 to 5 business days well its not here yet so i called the store and they were very rude about the whole thing. i will never buy a book from there again and will tell everyone i know. Foster 1/26/11 I bought the nook just a couple of days ago and love it; but the thing is I have all my book I ever bought still laying about my room, and do not want to give them up. So I came up with an idea, why don't you collaborate with libraries so that books people bring in to donate they can get the nookbook free. You'll be creating a massive give back to the community and we get to keep the books we love. Libraries will have larger selections of books and such for the lower to mid class families like myself and will be able to enjoy them as we have. Thanks for listening, and if you do think of using the idea I'd enjoy hearing about it. Thanks again. Kay 1/13/11 Service is horrible. I have had my Nook for 7 months and it stopped working. In addition to visiting a local store, have spent over 2 hours on the phone with customer service who are of no help. They are located in India and cannot provide a US based service number to contact. Extremely frustrating, unprofessional. Whatever happened to customer service? Marshall Mayfield 1/14/11 Dear Sirs, I was given a Nook 3G as a gift and had immediate problems (out of the box)with it not recognizing my laptop computer. I took it to our local store (Fairbanks, AK) and was told to contact customer service. I asked (at the store) if I could exchange it and was told no, that i had opened the box??? I wanted to upgrade to the new color nook and was told nope sorry you opened the 3G box. I contacted the service dept, after 3 - look it up- 3 hours online with the service techs a decsion was made to replace the unit and send me a refurbised one, I asked at that time if I could upgrade and was told again 'sorry can't do it'. Hmmmm.... guess what guys- if i spend my money on an ebook it will not be on a Barnes & Noble product. Looking at all these other posts you have some serious problems with customer service, what's saddest is it sounds as if you just don't care. Customer Phone Wait Time Poor 1/14/11 Wait times of 30 min plus - tisk tisk Stephen Margaritov 1/15/11 Do not use B&N On Line. I ordered a book on line and as soon as I hit the purchase button I noticed that the wrong address was being used as my primary address. There was no way to change the address even seconds after the order so I hit the cancel order button, changed the address and reordered the book. The cancellation never took place no matter how many times I tried. Their customer service phone number never picks up. You can let it ring for hours and no one answers. The bottom line is I got the book I ordered but have no idea what happened to the other book since it went to a former address. I ended up paying twice. Matt--Amazon shopper now 1/3/11 Purchased some items as gifts from BN.com. Used gift cards to pay most of the purchase and Paypal for the rest. Paypal was charged total amount and gift cards were untouched. I email BN.com many times with no response except for auto responses. Called BN.com and was told that no gift cards were used. Finally was able to talk to a customer service rep that said they were aware of the problem..then got disconneceted. After an hour on the phone was able to get gift cards applied, my luck I saved them. Still waiting for the Paypal to get monies returned. I will NEVER shop BN.com again! Darryl Morris 1/3/11 I purchased a Nook and did not know that in order to use it you need a credit card, I can purchase an ipod and not need a credit card to download music. I use gift cards to download music why can't I do the same for ebooks. I don't understand if I order ebooks and they are sent to me electronically why do I need a credit card on file. The reason I was given by customer service was so that my address is on file, THE EBOOKS ARE DOWNLOADED ELECTRONICALLY, what in the world does that have to do with my address????? I have read soooo many comments about B&N charging someone's credit card for thinks they didn't order, this makes me think this is a way to scam people. Nicole 1/4/11 Poor customer service - currently on hold, for 56mins trying to speak with a Manager and was told the Manager is refusing to speak to me because the customer service rep is providing all the information necessary....?? The problem is there is no link to print a shipping label to return a textbook -- the rep told me she "doesn't know why the link isn't there" and that is acceptable service? No other options or offer to resolve the issue, just she doesn't know...so what am I suppose to do? "She isn't sure but her Manager will look into it" -- why won't the Manager get on the phone and look into the problem - especially after I've been on hold on and off for, now at 57mins.... I don't know who is rating them #1 in customer service but it isn't the customers on here! I too will go to Amazon, Walden or any other book store before using BN again! Another loyal customer lost due to inept service reps and managers who choose not to do their job! Customer Service - where..??!! D Fischer 1/6/11 Kept on hold for over 15 minutes in the middle of an online order for several books which I wanted to send as a gift to a recovering friend. I finally hung up because I can be patient for only so long! B & N needs more staff. Linda 1/6/11 I have been trying for 4 days to speak to ANYONE at B & N - after being on hold for up to 45 minutes I hang up - that includes your corporate office numbers. I am trying to help my 85 year old mother with an order she placed with you on December 3, 2009. I have finally convinced my mother NOT to use you online store after this run around. Even our attempts to cancel the order online were fruitless and you email responses to us are absolutely useless. MAB 1/10/11 Poor is too good a rating. Info on web reported Immediate delivery of an electronic gift card. After sending several e-mails which are answered in a generic way, waiting on the phones for 1!/2 hours on two occasions, my granddaughter still hasn't got her electronic gift card. Twice I hung up from customer service with nothing but the same line. What is there purpose, certainly not customer service. Will not deal with Barnes and Noble again, ever. So much for the new CEO!!!! mab MAB 1/10/11 ITEMS BEING DELIVERED ELECTRONICALLY This item is emailed immediately. This is what it sats on the receipt I got from B&N. Not happening even after two calls with waiting time over 75 minutes. My credit card was charged, my granddaughter still has to receive her gift card. I will never deal with these people again. MAB OH, and where's the other review I sent??? Angela Johnson 12/28/10 My husband purchased me a Nook in October for Christmas and was NOT offered a gift receipt, but got a "regular receipt". He didn't know when he purchased the Nook that you had to have WIFI. When I found this out, I wanted to return it because its not worth me driving to town, just to download a book. If I wanted to drive to town, Id get a regular book. Anyways, I took this back to get my money back and went to the store in Hickory, North Carolina. I dealt with the manager and her name is SONNY. She was extremely mean to me, told me that if I didn't have a GIFT RECEIPT, then I was basically outta luck. I refused to leave til I got my money back, so she finally gave in and put it on my card, but deducted 20 dollars from me. First off, you really need managers that are NICE, there are too many other books stores to go to, I don't need this one. Second, its stupid that I HAD A RECEIPT and still had problems like I did. I wasn't even my fault. I'll NEVER go to Barnes and Noble again. My business will go to BOOKS A MILLION or BORDERS. THese people at Barnes and NOBLE are CROOKS!!!!!!!!!!! Suzanne Chapman 12/26/10 We received a brand new copy of Keith Richards book Life for Christmas. Problem is we already have it. The person who gave it to us said--no problem, just take it back to Barnes & Noble where I got it. Big Problem--they will not exchange it without the receipt, which I refuse to ask her for. This totally SUCKS. It's Christmas, and they refuse exchanges? I will never ever buy something from that store again. And they should be doing everything they can to keep their customers, as we actually READ BOOKS. I will also make sure everyone I know and work with is aware of what a lousy store this is to purchase any type of gift. This is a case of corporate idiocy. mick joelson 12/27/10 Hey Guy's your store in Twin Falls, Idaho has a southern exposure. There are missing shades on on of the huge windows. It is terrible in the summer and the winter. People are crowded into one side of the cafe area, and it is too hot to read or enjoy a coffee. It has been that way for two years. Come on folks.. Franpo 12/22/10 B&N has bottomed out on all fronts. Their customer service is a joke. I called last night to cancel a book order that wasn't available from them for several more weeks. I got the same book from Amazon for less money and in 3 days. They told me I couldn't cancel the order but could send it back less my $5 s/h fee. BS. Caveat Emptor. Perhaps the corporate leadership should check this site out to get some candid feedback. Kim 12/23/10 I ordered an item from B&N 8 days before Xmas and they sent me the wrong item. I called to ask them to cancel and send me the correct item and they stated I would have it in my possession by Dec 23rd. On the 23rd, I check the tracking and it stated it would not arrive until Dec 30th. You can imagin the ANGER that ran throught my mind. B&N called other stores in my area that had the item, but the in-store price was a difference of $40. Would you believe B&N they would not reimburse me the difference, even though the error was on their behalf. I WILL NEVER SHOP AT BARNES & NOBLE EVER AGAIN NOR WILL MY FAMILY MEMBERS OR FRIENDS. This place is unbelievable............. Donald Parks 12/5/10 I bought a Nook in January 2010, and it's absolutely worthless. It freezes every few pages, requiring me to pull the battery and recharge it. I've made six calls to the service line in the B&N website. In my 5th call, about March 1, 2010, the service tech promised me an expedited replacement. It's December 5, and I have yet to receive it. In fact, the tech on our December 3 service call found my March experience rather amusing, but the best he could do was make the same promise over again. We asked why we should have any confidence this time, so he promised us an email on December 4. They didn't send that email. So it looks like they're brushing me off again. Martha Alvarez 12/8/10 I have never seen such terrible online ordering and customer service options. I ordered an $80 DVD set on 11/23/10 using 2 gift cards as payment. As soon as I placed the order, I realized that I inadvertently ordered BluRay instead of regular DVDs, so I attempted to cancel the order (within ONE minute of placing it). 1. The system would not let me cancel. 2. Contacted customer service and they could not do it. 3. On 11/23/10 says the order shipped. I get an email on 11/24 saying the order was delayed and I could cancel it (via provided link). Attempt to cancel, receive email later on 11/24 saying system could not cancel it (although it had directed me that it could w/previous email). 4. Contacted customer service, they told me to refuse delivery. 5. New email on 11/24 says that DHL is delivering and to track it via SmartMail link that is provided. After MANY attempts to track via link - order status is NEVER found - claims that tracking number provided by email (cut/paste) is not found. 6. Turns out USPS delivers it, ignores 'refuse delivery' request taped on mailbox (that customer service told me to post). Package comes in very poorly taped and ready to break open. I add tape to ensure it doesn't open (DID NOT OPEN BOX) and hand it back to postal worker - they refuse to accept as return to sender because they claim I opened it (which I never did). 7. Contact customer service AGAIN and told I will get return postage label in USPS mail, cannot send via email. Have to wait ANOTHER 2-6 business days to get label. 8. Cannot return to store because I used gift cards to purchase and store won't recharge gift cards (just provides in store credit). Same set in store is $20 more so buying it w/store credit would cost me an additional $20. 9. Now won't have credit applied to gift cards in time to place new delivery in time for Christmas because a) have to wait for return label b) have to wait for return to reach destinations and get processed for gift card recharge c) have to wait for new delivery with updated gift cards. Something that should have been simple and easy has ended up COMPLICATED with errors every single step of the way. I have ordered literally thousands of dollars worth of items from Amazon, and every single mistake/inconvenience that B&N made would never, ever happen via Amazon order/return processing systems. I use amazon several times a month. 1. They allow a small time frame to adjust ordered items so you can correct ordering mistakes in a timely fashion. 2. They can email return labels. 3. Their customer service would gladly adjust order and send the new item while waiting for other item to reroute back. You would only be charged for new item if the old item never made it back to them (just had this happen w/a defective CD last week - they sent me new one, NO CHARGE, allowing me up to 30 days to send old one back w/free emailed label). 4. Their delivery order status is always, always accurate and never misleading. You never see it say 'can't find tracking info' 5. It would never take over 4 weeks to adjust/return/replace orders like this is taking due to the inherent problems w/order and return systems. If you want to know why Amazon is kicking your butt in the online ordering department than my experience will tell you quite a bit. This is just my experience with ONE order. After 6+ years of using Amazon, I never experienced a single glitch that compares to this. I still can't believe how ridiculously complicated this order adjustment has been. Sincerely (and very disgruntled), Martha Alvarez MER 12/8/10 On November 19,2010 I placed an online order of gifts for Christmas. I thought this would be enough time for me to receive the items. Not. I only received a few of the items and was sent an email indicating that the remainder would be shipped shortly. Again- not true. I tried to cancel the ordert and sent another email stating that I was not able to cancel since it was in the shipping process. Then I tried a week later to cancel again. I was sent another email stating that they need an extension of up to 30 days to ship and the order could NOT be canceled. Another week later I CALLED to cancel and was told that the items are available at the warehouse and they were working on sending a request via email to release the items . This took 40 minutes while I was on the phone. Two weeks later still nothing. Now I am taking this issue to the Corporate office. Now lets see where this goes. What a shame. They just lost another customer. Glen Brown 12/11/10 Purchased a video game from B & N that was delivered from Gamestop. I was overcharged the amount of shipping, and when I called B&N they told me they wouldn't help me. I had to call gamestop. I told them I didn't buy it from gamestop, they didn't care. So I called gamestop and they agreed to refund the overcharge. 8 days later no credit arrived, so I called gamestop again and they gave me the invoice # they sent to B&N for the refund. Called B&N again and they said they ignored the gamestop request and would not refund it. all this aggravation for $3. Was also treated rudely by, "a member of management" Aubrey, employee ID# 95919 Jennifer Templin 12/13/10 On Nov. 26th, I placed an order on barnesandnoble.com for a storybook for my nephew and a certified, pre-owned Nook for my daughter. On Nov. 28th, I received an email from B & N, canceling the Nook portion of my order. The following was copied and pasted from that email: "We apologize, but despite our efforts, we weren't able to fulfill some or all of the items in your order, as noted below. These items have been canceled from your order." It went on to say that I had not been charged for it. I was disappointed, but found the same item for the same price on buy.com, so it was no big deal. Then, on Dec. 6th, I got an email telling me that my order was ready to ship. I clicked on the "View Your Order" link & was given the option of canceling once I was on the website, which I did. Later that night, another email arrived letting me know that my order was on its way. I was advised by customer service to refuse delivery (they insisted they couldn't cancel the order since it had already been shipped), which I did. It was returned and signed for on Dec. 8th, but I have yet to get my money back. Even worse? I've accrued $70 in overdraft charges which customer service said they could do nothing about. My husband spoke to Cavellene Lewis on Friday evening, Dec. 10th. She agreed with him that the situation should've been taken care of long before we had to resort to calling the corporate offices. She needed us to get a bank statement to her, showing the overdrafts, and said that she'd be in the office on Sat. Dec. 11th, and that I should call then. I've called at least three times and sent emails, and have gotten no response. I'm thoroughly disgusted with Barnes and Noble, and am very close to returning the Nook I bought through buy.com. The only thing stopping me is how long it takes for a refund to be processed. I have $175 tied up in this mess that Barnes and Noble caused, and they don't want to fix it. I will be contacting the Better Business Bureau. Margaret Cross 12/6/10 My husband purchased a 3g Nook on ebay through Barnes and Noble. When recieved it was not the 3g one so on Nov 24th we returned it with a shipping label they provided and i shipped it back, then the same day he ordered the 3g which came Nov 29th. SO i have made several phone calls and spoke to many people and here it is Dec 6th and they are now telling me they still haven't recieved it nor do they have a tracking number for it. I didn't think it would be this big of a deal so i forgot to write down the number off the label. I talked to a supervisor today and tells me they have to email the headquarters that they don't have a phone number, which is crazy. I want to talk to someone not type them. SHe tells me by Wed we should here something, well let me tell you if i don't have my money back by wed. the new one will also go back and i will buy a kindle. The trouble and service sucks. I regret asking for one.. THINK BEFORE YOU BUY SOMETHING FROM THEM,AS EVERYTHING IS YOUR FAULT AND NOT THEIRS..AND THEY DON'T EVEN DESERVE THE 1 STAR...... can't say it ( afraid get in trouble ) 12/1/10 I work in the store in Neshaminy mall in Bensalem Pa. I have a problem in here and I think is a racism matter . A co workers that she's in college full time her dad paid a year ago to the family go in a trip during Christmas week, she asked the assistant manager ( by the way most of the time dress like she working in the corner talked her she need to talk to the manager. When she went to the manager, she said she can't take off because is a retail peak week but she don't have a decision with her father that he made plan the trip without knowing, than later on I found out he's a handicap. But now during Thanksgiving week 2 other employes " white " when on vacation and is also a peak week and the manager did not say anything it all. This store have a lot of skeletons in the closet that corporate should do something before things get worse. What's going on in this picture ( the girl that the manager said that she can't take off , she's always there and even if other need to cover she help out, plus I heard shes been working with us since the store open plus her mother used to work at the store too. ) Latin against 2 white workers, racism or not, why you think corporate...? Waiting for a law suit or going back when America was separate because the color of skin....! ... Wow. 12/1/10 Okay, so I ordered/purchased an item that the retail store told me was definitely in stock. Three days later they cancel it and state "well, we had too many orders and your's was just too late." ... right. I've never purchasd an item from another retail company that didn't cancel unless there was a price mistake. No price mistake here! I bet you they didn't like the fact that I used their coupon to purchase item. It's all about money isn't it Barnes and Noble. Thanks a lot for disappointing my four boys! 11/30/10 This is the WORST STORE IN THE WORLD ALL B._. I AM STILL WAITING ON A RETURN CALL I spoke to your 1-800 number tonight. After, I started getting a run around about an order I asked to speak to a SUPERVISOR. I then got an additional run around, and was even told " NO I am not connecting you to a supervisor." I WILL NEVER SPEND ANOTHER DIME IN THIS PLACE - BORDERS BOOKS SO FAR HAS BEEN GREAT!!!!!!!!!! C. Leder 11/30/10 I am a special education teacher in the Antelope Valley. For 9 years we have taken our students into the local B&N store. Our routine is to go into the seating area reserved for Starbucks. We leave 2 backpacks on the bench, get some of the students’ books while the remainder of students browses the store and visit the music station. At this time, the five adults order from Starbucks. By the time we leave, at least 4 students and 3 staff purchase book, magazines and music. Today, we were told that the students could not sit in the Starbucks area unless they were purchasing something. I assumed that because of the new management, they did not realize that these were special needs students. After introducing myself to the manager, I was informed that this was the new policy. I contacted the corporate office where I was again told that each store has the right to conduct their own rules. I find this another way to pass the buck so as not to take responsibility for poor customer service. I instructed my students and staff to not purchase items from the store and explained to the students that the best policy for life skills is to find ways to stretch the dollar and investigate alternative methods to purchase books, magazines, etc. In the past, I have purchased gift cards for staff and friends for 12 years from B&S. This too, will end. We are looking into the policy of Amazon. Mark K 11/21/10 i recently bought a nook i loved how easy it was to find & download books, until about 6 weeks in the problems started. the first one just die the second one came with a defective batery so i used the first one, i worked kind of it would not hold a book mark & after getting twords the end od the book it went back to page one. i contacted support after the 3rd try i got someone e to help me. first call the woman was not very compedent so i asked for a manager she said he would be on the phone in few minutes so 45 minutes later no one picked up. i called from another line spoke to Sherie told her of my previouse problem ask to speak to a manager, she said i would not have that poblem again Ryan the manager would be with imediatly. 30 minutes i called & sopke to Brian he was very helpful! other than my exsperiance every thing else sucked!!! i hope this defective issue does not the NOOK does not continue since i'm unable to buy an extended warrenty. if i do i will sit @ the NOOK sales area & make sure they it's issues & the POOR service they will receive from your support!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Sencerly Mark K Rose Crimmey 11/16/10 I have been a B&N customer for over a decade. I shop at the Temecula Ca. store. I encourage you to look up my account to see what a wonderful customer I WAS... Today I went into the store, picked out a magazine, purchased a cup of Chai Tea and a $10.00 cannister of Earl Grey tea. I sat down to look at my magazine and was promptly told I can no longer look at your magazines or books unless I purchase them first. REALLY???? Are you kidding me??? The cafe employee, who is always rude by the way, told me that people sometimes damage your products... o.k. I understand there will be some collateral damage to your products... this is called the cost of doing business. You can return these items to the publisher I'm sure, and receive some credit back for damaged goods, yes? Even if you can't, I promise you that the money you saved in case I damaged your magazine will not make up for the money I have, and would have spent, in your store. I suggest you look up my account. You will see that I spend literally hundreds of dollars in your store annually. Generally I go in, get my tea, browse some magazines and books, and then usually I wind up buying them. Sometimes not, but mostly I do. I am also the kind of customer who respects other peoples property, and I have NEVER damaged anything I looked at. If I did, I would buy it. I realize that is not always the case, but it is not going to be cost effective for you to deny me the right to relax and enjoy your products before I buy them. So, today you have lost a long time loyal customer who spent hundreds of dollars in your store to save the cost of a stupid magazine... bravo. I suggest you look up the definition of customer service and re-think your flawed policy. In the mean time, I will send my money to Amazon.com from now on. No, I can't browse the merchandise first, but neither will I have the unpleasant dealings that I had at your store today. Sincerely disappointed, Rose Crimmey Stephanie 11/13/10 I have been a B&N member for quite a while. Over the last few years I have seen several changes....It used to be my favorite place to go. Grab a coffee,snack and purchase a book,magazine or music item. I am told I can't sit there and I can't sit there either or look at anything while sitting down. The employee was so rude and the manager when I tried to talk to him just said quote "We have created a monster like Norstroms we want to sell things. "Wow" nothing like chasing your customers out of a store. Norstroms they are not the customer service is so poor by some of the employees and the one manager that I talked to in the Temecula, Ca. store. I will not go back there and will not be renewing my card. Why pay $25 to get treated so badly? I will go to another bookstore and spend my hard earned money there... Don 11/15/10 I spoke to your 1-800 number tonight. After, I started getting a run around about an order I asked to speak to a SUPERVISOR. I then got an additional run around, and was even told " NO I am not connecting you to a supervisor." I finally hung up on the " Customer Service " person and then redialed. Well, wouldn't you it, the whole thing was starting again. This time it only took 20 times asking for a supervisor to get a supervisor on the phone. This wonderful lady ' Nikky ' could not stop apologizing, cleared everything up and told me they woukld review the tapes, as everything is recorded. I guess that after having a career in dealing with people at the highest form of Government, I'm not use to having people in " Customer Service " say " NO." Don A. USN - NCIS ( ret ) Don 11/15/10 Sorry, for the misguided Stars. This aforesaid incident was not 5 star, it was below 1 Star Bob Gallagher 11/10/10 I ordered holiday gifts from Barnes and Noble. Though I had paid $50 several weeks ago to preclude any further mailing fees, B & N still charged me for postage and handling. I canceled the order WITHIN THE HOUR. However, they insisted that they had immediately sent out the package and could not cancel the order. Most, if not all, states protect consumers by allowing them to cancel an order within a reasonable period of time. There are also federal consumer laws similar to state laws which provide for the right of the customer to cancel within a reasonable time. Surely an hour's time between ordering and canceling is reasonable. I am very surprised that a so-called reputable firm would be so penny-wise and pound-foolish. They persisted in their rushed order but, in so doing, they have lost a very good customer- permanently. Not smart, Barnes and Noble. Not smart at all. Any CEO that allows this to happen as a matter of policy is no wiser. Talk about winning a skirmish and losing the war. Arrington Adams 11/9/10 I visit the store at least 4-5 tmes each week.My comfort level depends on which store i visit.The one 10 minutes from my house( Avenue of West Cobb) located in West Marietta,Ga.)is great to walk in get something from the cafe browse around then go.The only place to sit is at or directly infront of the cafe.Not good when you want to concentrate exp;meeting,study group.ITS HARD to balance books on ones lap. Why are there chairs hidden on the other side of the store where the greeting cards are...i have never seen anyone SIT and read greeting cards.And who is going to drag a large wooden chair to the other side of the store.There are a carzy amount of tables all over the store filled with books,,,,really !!!Who ever manages that store needs to go on a field trip to the store's on Barrett Parkway,Camp Creek pkwy and Northpoint Mall.There are no book groups..but then again there would be no where for them to sit.With the amont foot traffic where this store is located this store could really be a great book store on many levels.COME ON MAKE 2011 A NEW AND BETTER BARNES AND NOBLES,I ACTUALLY WILL DRIVE THAT 45MINS TO CAMP CREEK PKWY IN ATLANTA,GA. JUST FOR ITS BETTER SEATING AND ATMOSPHER. Gloria Molzahn 10/8/10 I am a volunteer at Hillview Nursing Home in La Crosse, Wisconsin 54601, and today I accompanied a resident who is confined to a wheelchair to your store in the ValleyView Shopping Mall. My first impression at your store was the entry and exit doors are extremely small and not wheelchair friendly. Secondly, many of your aisles make it impossible for others to walk by or go around the chair. In particular, a person in a chair would definitely not be able to shop in the childrens' section. Lastly, the coffee shop area is almost impossible to seat a chair comfortably near the small tables. We did manage by moving the table forward and placing the second chair at the next table. They did have a ramp to go into another area but have you ever tried pushing a chair up a steep ramp. Certainly a person my size and age would not be able to accomplish that task. Please take the time to investigate this situation so everyone, no matter what handicap they have, can comfortably shop in your store. Thank you. R.Nissim 9/26/10 Our Barnes and Noble in Encino used to be our favorite family place to go. Since the new management came in, it has become just the opposite. They created new rules, that basically prevent you from sitting anywhere in the store besides a designated area which looks like a train station. It lost it's touch. The manager responded to my complain:"sales went down, and I don't have enough employees to keep up the store". Too bad, Mr. manager, your attitude will NOT boost your sales. I am going to Borders. Victor Valencia 9/25/10 to poor its been 60 days and Have not receive Either my book or the money this happened 8/18/2010 Vanessa Wolford 5/16/10 My family of 5 visit Barnes and Noble to purchase books and buy a Jones Cream Soda. What are you thinking? Taking The Jones out of your stores! We are not happy!!!!! jack seidman 5/30/10 visited b&n on sunday,5/30/10.wanted to purchase a book from series---for dummies wanted to sit down and compare 2 books. went to the cafe and sat down. was told to leave if not purchasing food and sit down somewhere else in the store. there is no place else to sit!was told i would be allowed to sit on the floor! i'm 85! now i know that i shall purchase books at amazon. can't check the book before but at least it is much cheaper. Larry gene 9/7/10 Ordered an mp3 book today. After order was completed I received an e-mail for download. When I went to download the mp3 I was told that I was required to download THEIR play program in order to get my order. Downloaded their required program only to discover it was NOT compatible with VISTA and it crashed my hard drive. Contacted their customer service, spent 1 hour on the phone dealing with woman that could only read from a menu sheet (don't know what third world country they were in)asked for their corperate number and they gave my a "call center" number in New Jersey and a voice mail. Will NEVER orde from Barnes and Noble again. HOPE THEY GO OUT OF BUSINESS. I will only order from Amazon now. Gail Jones 9/20/10 This is a review of your on-line services and your store services. Today I tried to return a defective NOOK, for which I could not because I did not have a receipt , although I did have a copy of my charge account that stated I had purchased said merchandize. During this process, I was told that I purchased 4 Nooks, at 4 separate locations, at 4 separate times and charged them all to this account. This is false. I called my AM EX people and they were puzzled by the information, since I had not purchased 4 of these inferior machines, nor had I been charged for 4 of these machines. Frankly, this is the last straw. I cannot order online, because of some perceived ill that happened years ago, and for which I do not understand, and now I have a defective NOOK that I gave my husband for his birthday. I will be advertising everywhere about the service, the implication that I did something deliberately wrong with my charge card. . . and the fact that the thing never worked anyway. If you want to discuss this, please feel free to call me at 425-793-1616 D. Gail Jones Cecelia M. Garcia 9/6/10 I was given a NOOK (the beginning of June) as an early birthday gift. I read A LOT! I had loved it and even encouraged others to purchase one. One of the questions before even purchaseing one was if I needed a credit card. I was told no that it was ok to use a B&N gift card. However, when I couldn't download books I was informed I did need a credit card as a default. So okay I took care of that but I purchased giftcards and used those. On August 1, 2010 I go to download a book and they say that I can't because tere is a problem. I called the tech support who said I needed to tk to the Sales audit people and then my nitemare began. They are the rudest people! They said I owed them money and when I asked how this was possible they Refused to answer me even though I went ahead , for now, and paid what they said I owed, I asked why I could not download ANY of my books. They had FROZEN MY NOOK!! Now I had purchased books since getting it and this, to me, is like someone coming into my home and taking books that I purchased from their store and putting them back on the shelf. When I call I get the run around and although the manager from our B&N did get some of them back she could not get them all. I was there and they were rude to her as well. I am so disappointed because I absolutely LOVED my NOOK and now I don't know what to tell people. Maybe it is time for a KINDLE! Debra Jenkins Liely 8/24/10 Greeting's to all concerned, I am a Special Education Middle School Teacher. I Often buy books at your franchise, located in Pikesville, MD. On Tuesday the 24th,of August 2010 I went to your store to conduct business on a check that was issued to me in 2006 for the amount of $13.00 and some change. I realize that this check is by far out of the date and the void after 180 days status. What I don't understand,that is my money, that your company donot have to issue me another check, But really thought that you would honor that check, that it was issued from your company and that I may be able to use it on another item. I was VERY DISAPPOINTING THAT YOUR COMPANY DID NOT OFFER TO SOLVE THIS PROBLEM IN ANY WAY. I know 2006 is a very long time but never the less the check has not been cashed so my money is still in your company. WHY CAN'T I HAVE MY $13.00 DOLLARS BACK dliely@verizon.net I will not use your company again and will alert my co-workers of this I am really hurt. I just don't BELEIVE IT!!!!!!!! LLCz - IL 8/27/10 Online ordering is awful. I was given gift certificate and had problems with both orders. Customer Service ignores or sends automated emails - no one actually reads your email. I applied gift certificate and paid remainder with Paypal, but B&N charged Paypal the entire amount and I can't get my money back after countless emails, phone calls, even contacting Paypal. Don't order from here, go to Amazon. They will ship your entire order free, even if it's split into available and pre-ordered without waiting for the pre-order to come in. Kathleen 7/27/10 I got my Nook in Feb. and have had one problem after the other with it. None of them are problems I have created but all of them have cost me hours online with customer service agents who are largely unhelpful and slow. Problems have included server errors effecting both downloads and billing, mistakes in crediting my account, delays of up to 3 months in billing me for downloads, double billing me for downloads and more. This is probably the worst delivery and support of a new technology that I have ever heard of. B&N will not get my future business. Nancy Enos 7/3/10 We have been coming to our local b&n (rt. 19 Clearwater, FL) and rate it the best. The staff is always friendly and acommodating, very helpful always. There is great professionalism by Cathy (mgr), Patrick, Elyse, all the coffee shop personnel. I especially enjoy Randy and Anna, two excellent employees. As we leave every Saturday, there is a table loaded with people wanting to learn about the Nook. Listening, the staff is doing a great job helping these people. I certainly hope these employees are getting a bonus for selling them, they work very hard to teach the customers. Saturday morning would not be the same without of weekly visit. Its a great place!!! Nancy Enos Seth Osborne 7/9/10 I want Barnes and Noble stores to introduce a simple computer program for an improved customer service and an increase in sales. I would like to be able to be put on a reminder list to be contacted for specific requested books when they finally get released in paperback. I don't care for the concept or additional price of hardcopies and would rather wait, but am likely to forget all about certain books over the course of a year even when I jot the name down somewhere. I suspect there are many customers who would use such a service once they knew it was an option. It's something Amazon doesn't do...yet. Thanks, Seth A. Darey-Thomas, MD 7/20/10 My husband purchased a Nook as a gift for me early this year. I was very excited about this gift!! Three weeks ago it stopped working and my husband contacted customer service and we were told we would get another Nook. We sent back the bad unit and got the replacement...it was a "refurbished Nook". I did not purchase a used Nook and I did not want a refurbished Nook. I called customer service and they stated that if I read the warranty about the Nook, it states that it is at the discretion of B&N if a "refurbished Nook" is given. If a consumer does not have the finances to purchase new, they should be able to purchase a "refurbished Nook" at a discounted price. It is an insult to give anything less than new. If a person were to purchase a 25 inch flat screen TV and it stopped working within a few months, I am sure the purchaser would expect NEW TV, not a previously repaired one. I am disappointed in Barnes and Noble. Page 1   Page 2   Page 3   Page 4   Page 5   Page 6   Page 7   Page 8   Page 9   Page 10     Write A Review For Barnes & Noble Corporate Headquarters Note: This is not to be used to contact Barnes & Noble Corporate Offices nor is this site affiliated with them in any way. 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