Barnes & Noble Booksellers
Reviews and Complaints

I was in your store in Fort Worth on Overton Ridge
I went to this location to purchase a new Nook I stood with the Nook's for 30 minutes at no time did anyone ask if they could help me did they walk by yes at least 4 different employees and a few of them more than once did they make eye contact they tried not to I've never experienced the from your team members I have bought the original nook, the Nook Color, the Nook Tablet and now have Samsung Tab3 my library has 959 books on it I guess it's time to check out the Kindle if you have any questions [protected]@gmail.com

I tried purchasing two ebooks for my nook and unfortunately it did not go through because of misleading information. I currently no longer live in the United States and reside now in Canada. Online there are two options for payment card and also for billing adress saying United States and Canada, I entered Canada and all representative are saying you guys do not accept Canadian transactions for ebooks but only for physical copies. It does not make sense because they're the same thing realistically. Please put that on your website because I've purchased a nook where I can no longer use!

I bought 2 CDs at $87.39 yesterday April 29 at Barnes and Noble 3000 Stevens Creek Blvd San Jose. Less than 24 hours I bought them back and request for refund as after opening it I found them not the contents I want. Store manager said as it is CD, we have policy that once opened it can't be returned.

First of all, this is something very expensive compare to books. For books you have 14 days return policy, why not a CD. Both has copy rights, both can be copied.

I cannot accept this answer of not able to return nor refund if it is opened. Frankly if I haven't open, I would not know what it is about. If I have known what it is about, I would not have bought it!

Me and my 2 friends were quietly studying for our psychology exam in the kids section (because there are no outlets and seats in the cafe/ its too noisy) and a staff member approaches us out of nowhere as if she was targeting us and says "absolutely not", then lists everything we are "doing wrong". She comes back after 30 seconds and again tells us, making us feel EXTREMELY uncomfortable & wanting to leave immediately. I truely wish i got her name, but when i went to find her after we got up (very upset) she had dissapeared. I think this was an act of racism because 2 of us were Indian and the other was wearing a head scarf. We were in the same spot 3 days in a row, doing the same thing and were never called out. In fact, other staff members walked by and said nothing. This was an act of discrimation and racism and all three of us felt violated. This happened in the east brunswick location.

I have an Educator Discount and from what I understand that is a membership. This month your store is celebrating Appreciation Days which will end tomorrow. I tried to buy a CD listed at $16.99 for $10.99 expecting the extra 25% of and was told absolutely not. I pointed out as a member of Barnes and Noble an additional 10% off from the $10.99. Why was there a problem with getting my Membership to Educator? This has happened before when your store did not honor discounts for various reasons. I think this is a case of Bait and Switch and I did take a video of my case with the Associate. If you would like for me to continue shopping in your store I think you should make good on my situation. I do not think your store will go under if you did give me the discount that I am supposed to receive for the
Ennio Morricone ‎– Ennio Morricone Conducts Morricone - His Greatest Hits . Thank you for your time.

I was prepared to submit an order through B&N Marketplace for a $144 collectible book. A message popped up saying if I applied for a B&N credit card I would receive $25 off that order. I applied and was approved, however when it took me back to the check out page, while it changed the payment method to the new card I was approved for it did not take off the $25. I called customer service and was transferred five different times and spoke to five different people who all offered conflicting excuses as to why I did not receive the credit that specifically stated "Receive $25 off this order." I got tired of being transferred and wasting time on hold so I switched the payment method back to the original card I planned to use and checked out without the credit. You should not lie and promise a promotion that you don't have any intention of honoring just to get people to use your high-interest credit card. I will never use the one I was approved for based on this experience.

12 days to return merchandise is not sufficient. I had my receipt and the videos were unopened. Barnes and Noble does have competition. I'll use my gift card and then never buy another item from Barnes and Noble. The strategy of treating customers poorly may be beneficial in the short-term, but it won't be effective in the long-term with this former customer.

Date of the issue: 01 February 2017
Client Number: [protected]
Description of the incident: I bought a book as a birthday gift to a friend - the product specificity even included a birthday card and priority mail. It was an international delivery, as well as an international payment credit card.
During delivery time, the tracking system provided by B&N stopped working as their carrier would stop up-dating - information provided on a first customer support chat. Nonetheless, delivery was ensured to occur by Monday, January 30, 2017. Today, customer service said that they would consider the product as "lost" and proceed to a refund, which is insufficient to recover international charges to credit card, as well as all the time and expectation lost. Not one single alternative solution was provided. Complete disregard to clients. If not ready to deal with international customers, perhaps avoid offering this type of service online and restrain it to U.S.-Only orders. Never again doing business with B&N, as it only resulted in damages to myself and the company didn't even proposed alternatives. Avoid if possible, or try other companies.

I went to my local Barnes &Noble in Boardman, Ohio yesterday 01/28/17 and I was looking for the books that hold the 50 state quarters and parks. There were two ladies at the customer service desk but they both were busy. I walked up the cash registers and ask the clerk there. She told me to look in crafts and hobbies section and to check with customer service. I told her one of the ladies was helping a customer and the other was on the phone and she was on the phone the whole time we were there. I did no see any other employees on the floor for assistance. very frustrating! Now I remember why I don't go there.

I went to the cafe tonight on january 28, 2017 at aroud 6:30 or 7:00 pm. I deeply disappointed with the customer service. I bought a coffee and a chocolate mousse desert. I was really happy with my coffee but i wasnt very fond of he desert. I asked on of the emplyees if i could have my money or get something else. The firat reply was i dont think i can do that then i replied by i saying i just bought it a few minutes ago. " no but we need the receipt" so then i replied i have the receipt. Out of the 3 employees no one could help hey didnt what to do and hey certainly did not how to give proper customer service. There service came to register and just what i needed. I got no greeting no apology for the way acted. It was a simple refund where i was told that nothing could be done. I urge to train your supervisor melany and the employees that work so they handle situations like the one i experienced. Nobody deserves to treated as though they are irrelevant and thwy dont deserve great customer service. I expect a response immediately.

Thank you,
Arlene Munoz
[protected]

I am not the type to complain at all, but today, January 12th around 5pm, my daughter and I came to read and get a few books. I have been a member for a while, I love coming to the Antioch, CA location. As we went to check out, being the only ones in line and not many people shopping on this rainy day, our cashier from the start seemed very agitated. I asked her how to change my phone number on my account, telling me I needed to go to customer service. Finally, she told us our total was $42.95, I was confused, I am a member and also had a coupon for an additional 15% off, but it seemed as though it was all full price, I asked about it, she said no it is right. As my 3 year old was starting to get fussy, and our cashier, Tyleasi, seemed very rude or maybe having a tough day, I just let it go and decided to deal with it later, if I needed to. After putting my daughter in the car and looking at my receipt I noticed that she didn't put my membership or my coupon in, as I asked her from the beginning. I debated on getting my daughter back out of the car in the rain and being late for dinner. I decided to go back in, she seemed even more frustrated that I noticed her mistake. Tyleasi proceeded to tell me it would be a lot easier if I went out and got the books, so she could refund then re-ring. In the end, she still did not put my 15% on my final purchase and told me that if I wanted to change my telephone number I needed to go online or she could write it down and do it later. All in all, I felt disappointed with the way I was treated and in some way ruined my experience in coming to this location.

I normally love barnes and noble.its one of my favorite places to go.and lord knows ive spent alot of money due to my love of books.this year for christmas i got a 25 dollar gift card to it and while me my husband and two of our kids were out in the area.we stopped by this one.my review of the place is not a good one.the cashiers were great the place looked nice but the manager however was highly rude.he kept giving me dirty looks acting like i was a suspicious person...was def stereotyping and according to my son notified the patrolmen there of my supposedly suspicious nature.i made my purchase and left my books at the counter so as not to arouse anymore suspicions towards me while i gathered up my family.needles to say ive never been treated so bad ever and though i will continue to shop at barnes and noble it will never be this one again.

I have owned three Nook Colors and probably purchased close to 600 books in 6 years and no this is not a hyperbole. However, on January 7th I went to use a gift card to purchase some books and was told that I owed $12.46 for a book from get this- October of 2014. For 27 months, I have purchased books and never had any issues. The guy from Barnes and Noble in Fruitland Park agreed that this whole issue was ridiculous. I paid the fee over the phone despite finding it suspicious. I was told to give it 10 minutes and I could use my gift card. After 10 minutes, it was declined once again. **I mean really it is a gift card. Called customer service again from the store and was told that now I owe money for another book from over two years ago. At this point I told the guy despite him being awesome (he actually told BN customer service that this was clearly their error and to give me a break), they would not budge. I am in need for an upgrade on a reading book and despite being happy for years with B&N, this experience ruined it. I mean really! Someone buys a gift card and you refuse to honor it and then make up stuff that I owe from over two years ago. Funny how you took all my money in the last two years for the books I bought.

My experience started out on a positive note. The textbooks I needed were more affordable to rent from BNN, they were easy to order, and I received the books quickly and just as I had ordered. The length of time that I needed them worked with my class, and all was good...until I returned them. I received a first late fee for one of the titles, but I had sent it in just before the deadline so I accepted that one. Then just a couple days ago, I received another late fee for the 2nd title...and I knew that had to be a mistake because I had the sent the books back weeks prior. When I called customer service, which seems to be outsourced, they told me that they had received the titles on Nov 21st (it's Dec 28th when I talked to them). They let me know that they would issue refunds for the late fees and that I would get an email with all the information. Hours later I get an email from BNN, and it's a ntoification that I am being charged $63 for not returning one of the titles. That is not the email I was expecting, so I called back and the new customer service rep tells me that is a mistake and provides me a refund. I look at my account and it's still showing that one of the textbooks is still active. No one can tell me why it still shows active when it shows as returned on their database. And apparently no one can do anything about it on my account, it just has to sit there. The rep had told me to call back if the account did not update. The next day (12/29) I call back because (shocking) the book still shows as active. The new rep tells me that she is unsure why my account shows that way but it does not show that way on her end. She tells me that the refunds were already processed. I informed her that I am not asking for a refund, I am simply asking for the textbook to be removed from my account so that when the due date approaches next week (for a book that BNN has already received) I won't get charged to own it since it's still active. She tells me that there is nothing they can do but that I should call back if I do get charged. How does this make sense? Why do I need to be the one that does the job of BNN? Why can't my account be updated to reflect that the textbook has been received? She offered to transfer me to a supervisor, and after being on hold for 5 minutes, the line just hung up...of course. So now, I am going to cancel my account with BNN and never use it again, for anything. I looked up other reviews and just saw so many other complaints about the textbook rental service, that I wish I would have seen them before. All this extra work and frustration that I have to deal with is not worth the cheaper price to rent the textbook. I am sorry that BNN does not care, otherwise, they would do a better job at the system.

I rented a textbook for law school through barnes and noble this semester. I read their policy before renting (Since I knew I would need to underline, maybe write some margin notes, etc. ). The policy says "no excessive highlighting or writing. " so I followed it. After sending the book back, I received an email saying I was being charged for a full buyout of the book. I tried doing the online chat assistance but had two failed attempts (One didn't respond, one sent a generic answer and signed off before I could respond with follow up questions). So I called. That took about two more hours of my life, and after being transferred to a "manager" twice, all they could tell me was that someone in the warehouse department had deemed it excessively damaged. After making the call, apparently they "shred" the book and there is "nothing they can do. " so basically, I paid to use the book for the semester. I followed the rules and treated it with care, only using limited underlining. I sent it back through ups in a well packaged box. And now I will have to pay full price, with no evidence of what was actually "damaged" about it, and without the ability to even get the book back so I would be able to resell it somewhere else. All the agents I spoke to were rather rude and just kept telling me there was nothing they could do. When I would push back, they would put me on hold for about twenty minutes to "check on something, " and then come back and tell me there was nothing they could do once again. I find it interesting that they have a very ambiguous policy on their textbook rental description, that they bend that ambiguity to fit their needs, and then destroy all evidence so the customer does not have a chance to refute the charge. It is also interesting that this is being done to the renters of school textbooks, perhaps people they feel are less sophisticated customers who will not fight back. It feels very much like a scam, because that is exactly what it is.

I spent one hour on the phone with a customer service representative which left me waiting an additional 20 minutes supposively to get me help placing my order. This person ended up forgetting that I was on the line and didn't bother to call me back. I later called back and spoke to another representative which confirmed to me that my order was placed and told me I would receive a confirmation via email within that hour. That confirmation never came. I called back today to find that the order was never placed and spend another hour on the phone only for this man to tell me that he could not give me the same price I was supposed to have paid in the original order. Even the manager did nothing to help for the incompetence of their employees! Horrible customer service!

There is a worker at palm desert who accuses someone due to race and apperance. The worker is indian woman with black hair and glasses who make him suicidal. I have never seen such horrible custmer service. The worker is from the devil. That is the sign that I will never go to that useless place full of bullying employees ever again. Customers are now seeing this and filing lawsuits that this place needs to be demolished.

These guys have the worst service ever! Their online store gave me nothing but headache! Purchased 5 books from them and needed my order as soon as possible so I paid some extra money for the express shipping and was supposed to get my order within 2-3 business days! That did not happen!
3 days passed and there was no sign of my order, so I contacted them and they claimed it'll take 14 days! Are you kidding me? When I reminded them I paid extra for quick delivery they said sorry and that's all! What a joke! Cancelled my order and purchased from another store. Don't use barnes & noble!

On september 22, 2016, at the barnes and noble in bridgeport village, oregon, I tried to order 3 copies of a book. I asked when the books would arrive, and was told, "well, you're ordering the last three books, and our warehouses are so huge, we can't be expected to find individual books. They probably won't even be found, " she said, as she was charging my credit card. Confronted with snarky customer service, I went home and ordered the books online, receiving shipping confirmation 5 hours later. If I can get better customer service from a website, i'll buy form amazon or powell's.