Barnes & Noble Corporate Office & Headquarters

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!!!!!

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 ??????????.

IMPOSSIBLE to cancel an order.

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

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

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!

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!

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.

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.

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

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.

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!

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.

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.

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.

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.

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.

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.

Wait times of 30 min plus - tisk tisk

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?