Barnes & Noble Corporate Office & Headquarters

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

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???

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.

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.

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..??!!

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!

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.

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!!!!!!!!!!!

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..

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.

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.............

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.

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.

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

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

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.

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......

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.

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....!

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!