Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

New Books

Barnes & Noble, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Books.

Complaints

This profile includes complaints for Barnes & Noble, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Barnes & Noble, Inc. has 180 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 176 total complaints in the last 3 years.
    • 60 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Original transaction date is 05/08/2021.Amount paid in original transaction was $100.00 For the $100 paid the company was to provide two $50 egift cards emailed to two seperate recipients. Nature of dispute: The two egift cards were never retrieved by the recipients. My original reaching-out to the buainess about it was by email to the business contact email (ticket #*******) on Dec 23, 2022 explaining that the cards were never retrieved and requesting someone to look into the matter. A refund was not requested in this email. My understanding with egift card sales in my experience is/was that typically when cards are not retrieved, the business issuing the cards can resend or try a send to a recipient's different or alternate email address. The business, without discussion with me prior, cashed out the unretrieved gift cards and stated a refund was processed to the card used in the original transaction. The main problem is that that card is no longer valid nor am I any longer nor have been a customer of that bank for over a year and the account has been since closed. The second main problem is that the business claims the refund fully processed, the bank states that it did not, and neither business is adequately helping me fully resolve the issue completely. There still has been no refund in any form from either business returned or made available to me.In contacting both the business (Barnes and Noble) on multiple occasions by both phone and email, and the financial institution ************ by phone on several occasions, I have routinely been left without full resolve by both companies with both businesses assuming the other bearing the responsibility and neither taking the approach of verifying with and between one another the actual refund whereabouts. In requesting each business reach out to the other, both businesses stated by phone they would NOT do so, with the exception of ***** agreeing to a three way phone call.Original order number: **********

      Business Response

      Date: 03/07/2023

      ****** ******** ******
      ************ ********
      ***** ****** ****
      ** ********************************************************************** *****

      RE:ID ********

      Dear ****** *****

      We reviewed the complaint submitted by *************************** regarding his Barnes &Noble eGift Card order.

      Our records indicate **************** placed his order on May 8, 2021, for two $50 Barnes & Noble eGift Cards.  Typically, in cases of non-receipt of the egift card email, we are able to resend the recipient email; however, given the elapsed timeframe since the order was placed, the emails were no longer available in our system when **************** contacted us on December 22, 2022.

      We show that the refunds for each $50 Barnes & Noble Gift Card on *** ******* order was processed on December 25, 2022, to the original method of payment *************** used on his order.

      *************** can provide transaction #s *********************** and *********************** to his financial institution as confirmation of the refund processed by Barnes & Noble.

      If **************** requires any further assistance, he may contact me directly at ************* M F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      *************************************** 
    • Initial Complaint

      Date:02/16/2023

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on January 19th for the amount of $286.51, and didnt receive the order. I have reached out multiple times to B&N support and unfortunately they dont care about my loss and the customer experience Im dealing with. They have brushed off my concern, even though the books I ordered were needed urgently. I feel they have been treating me unfairly and unprofessionally.
    • Initial Complaint

      Date:02/16/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/26/23, I placed an online order on Barnes&Noble website for "LEGO Ideas Medieval Blacksmith *****". Order number is ********** with total amount of $195.74 including tax. The item was claimed to be delivered by *** on 1/28/23 according to the tracking status but I did not received any item on that day. I contacted Barnes&Noble chat support on 1/29/23 to inform them of the missing item. I was told a refund request will be submitted and I would receive an update on the request in 2-3days. After 2 days (on 1/31/23), I was sent an email saying that a *** trace was submitted for my order and it would be completed within 8 business days, in order for the item to be considered "lost in transit" for the refund. After waiting the 8 business days, I was given no update on the refund so I contacted the chat support again on 2/10/23 . I was told there is still no progress on the refund request and they couldn't tell me at what stage is the refund request is at other than say "the investigation is still ongoing within the sales audit department". Thus, on 2/10/23 I requested that my case to be escalated to higher management for faster resolution and I was told I would be given an update in 2-3 business days. Fast forward to 2/15/23, I still have not receive any communication from Barnes&Noble regarding my refund request or whether the investigation is completed. At this point, it has been more than 2 weeks since I reported the issue and I still don't have my item nor my money back. All Barnes & Noble is doing is giving me the runaround by asking me to wait more business days without any valid reason, even after I waited out the previously told waiting period.

      Business Response

      Date: 03/08/2023

      ****** ******** ******
      ************ ********
      ******************************************
      *******************************************************************************

      ***** * ********

      Dear *************************************,

      We reviewed the complaint submitted by **************

      Our records indicate *** ** submitted his order on January 26, 2023.  We show that the order was shipped on January 26, 2023, via *** tracking # ****************** and according to the online tracking details, was delivered on January 28, 2023 to the address provided by ** ***************** we were notified by *** ** of the non-receipt of his package, an investigation was opened with ***.  This investigation typically takes anywhere from **** business days for *** to complete, but due to circumstances beyond our control, this investigation lasted longer that we anticipated.  Upon completion of *** investigation,the decision was made to refund *** *** order.

      We can confirm that a refund of $195.74 has been issued to *** *** original method of payment on February 28, 2023.

      If *** ** requires any further assistance, he may contact me directly at ************* M-F 9:30am 6pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      *************************************** 

      Customer Answer

      Date: 03/28/2023

      Better Business Bureau:

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

      Sincerely,

      *************



       

    • Initial Complaint

      Date:02/10/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/22/22 I disputed a charge on my Amex card. This charge was for an annual Barnes & Noble membership fee. This is the third year in a row that I have disputed this charge. The first year I disputed the charge, detached my credit card from my Barnes & Noble account & cancelled my membership. The charge was reversed via my Amex dispute. The second year (2021) I sent a message to ***** through their messaging service on their website. I, again, disputed the charge & had it reversed. I had already cancelled my account in 2020. I also talked to someone via phone call & was assured that no charge would show up again. In 2022 I was again charged for a Barnes & Noble membership. I contacted ***** through the messaging site on their website & said that I would give them 30 days to respond & fix the issue of the recurring charge or I would file a complaint with BBB. That 30 days is up today. I have not heard anything from *****. Amex got my charge reversed but this is not a solution. This is me constantly having to fix an error on the part of *****.

      Business Response

      Date: 03/02/2023

      ****** ******** ******
      ************ ********
      ********** *******
      ** ********************************************************************** *****

      ***** ********

      Dear *************************,

      We reviewed the complaint submitted by **** ***** regarding her Barnes & Noble ******ship.

      We can confirm ************** Barnes & Noble ******ship has been removed from the automatic renewal program and no further charge attempts will be made to ************* payment method for ********** renewal.

      Our records indicate ************** purchased a ********** at our Barnes & Noble store in *********, ** on January 10, 2015.  When ************** purchased her ******ship, the application form she completed advised that in order to receive uninterrupted service, her annual ******ship fee would be automatically charged to his credit card.  Our Barnes & Noble ********** application form contains the following paragraph, above the signature line: 

      "By signing here I accept all the Terms and Conditions of the Barnes & Noble ****** Program. I understand that ******ship fee will be automatically charged annually about 30 days prior to my ******ship expiration date, and that during enrollment today it is necessary that I provide a credit or debit card (other than a debit card that always requires a PIN) to facilitate that charge.  If I do not wish to continue with automatic renewal, I may opt out at any time prior to the date I am charged for renewal by calling ****** Services at 1-866-238-READ, or through an authenticated BN.com account."

      As noted under the heading Cancellation; Termination of the ******ship Terms and Conditions:

      You have the right to cancel your ******ship at any time. If you cancel your ******ship, you will only be entitled to a full refund of your new or renewal ******ship fee within thirty (30) days of the purchase date of the new or renewal ******ship or the Automatic Renewal charge date of the ******ship, i) if you did not use your ******ship to obtain an eligible discount or benefit during the new or renewal ******ship term; or ii) if your ******ship was renewed during your current ******ship term and the renewal ******ship term has not yet started. No refunds will be available after such thirty (30) day period (unless we terminate the Barnes & Noble ****** Program in its entirety; see subsection below regarding program termination). Subject to the foregoing, you may cancel your ******ship by: (i) calling ****** Services at **************, (ii) contacting us at help.barnesandnoble.com, or (iii) presenting your ****** card at the **************** desk, for ******ships (new or renewed) purchased at Barnes & Noble Stores.

      As we received no prior request for cancellation of *** ****** **********, the ********** was renewed yearly in accordance with our ******ship Terms and Conditions.  Upon a contact from ************** on December 11, 2022, ********* ********** was removed from the automatic renewal program.  As a result, no further attempts will be made to renew the **********.

      Please be advised that ************** is entitled to a refund of her most recent renewal charge processed on December 10, 2022; however, as ************** has indicated in her complaint that a chargeback is being processed by her credit card issuer, we are unable to process the refund at this time.  ************* financial institution rescinds the chargeback, we will most certainly process the refund accordingly.

      If ************** requires any further assistance, she may contact me directly at ************* M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      *************************************** 

      Customer Answer

      Date: 03/03/2023

      Better Business Bureau:

      I am hopeful that this issue has finally been resolved. I take issue with the fact that the representative put the blame on me for this issue despite the fact that I tried for 3 years to solve it by contacting B ***** ********** service, closing my account ***** detaching my credit card from the account. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.


      Sincerely,

      **** *****



       


    • Initial Complaint

      Date:02/09/2023

      Type:Service or Repair Issues
      Status:
      UnresolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On november 27th 2022 I made an order for 2 lego sets that we planned to give as Christmas presents - Order No.: ********** - on the 30th of November the items said they were delivered we looked everywhere checked our cameras and asked our neighbors if they had seen our packages. To no avail we contacted customer services of ********************** and ********************** and they stated we needed to wait to see if the packages showed up. After weeks of contacting multiple times and no packages showing up barnes and noble told ** they had proof the carrier dropped off the packages but we had to wait to see it. I messaged all the way up to corporate who eventually told ** the carrier stated it was delivered and that was it. No signature no picture no proof. We were out of our legos and $822. I've tried every way of contacting barnes and noble to get them to admit fault because we did not receive our package that we purchased from them and was told to pretty much kick rocks. Pretty disappointing from a company my family has been purchasing books and items for over 10 years.

      Business Response

      Date: 02/23/2023

      ****** ******** ******
      ************ ********
      ***** *****************************
      *******************************************************************************

      *** ** ********

      Dear *****************************,

      We reviewed the complaint submitted by ****************************

      Please be advised that the order number referenced in this complaint was not fulfilled by Barnes & Noble but was canceled due to a lack of verification from **************************************  ***  *********** was not charged for this order.

      ************************** placed another order which we show as processed, shipped and delivered to the address provided by ***************************  The order was shipped in two separate packages, with two different carriers.  One shipment was sent via *** and the second shipment was sent via Lasership.  We received a contact from ************************** advising non-receipt of the two packages.  Subsequent investigations launched by both *** and Lasership confirms the packages were delivered.

      As a result of the investigation, **************** was previously advised we will not be issuing a refund or providing additional compensation for this order.  We stand by this decision, and we now consider this matter closed.
       
      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      *************************************** 


      Customer Answer

      Date: 03/24/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      The company has claimed their was an investigation provided that the items were delivered to my house but has failed to prove any proof past "delivered" I have not signed for the package nor received a picture of the packages left at my house.  

      Furthermore the camera footage from my property shows no one delivering the package so the companies claims are incorrect. 

      Company stated they would be providing proof and none has been provided.

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************************




       

      Business Response

      Date: 04/13/2023

      ****** ******** ******
      ************ ********
      **********************************
      *******************************************************************************

      ***** ********

      Dear *****************************,

      We reviewed the follow-up complaint submitted by ****************************

      Please be advised that our original position on this matter has not changed. Again, the order was shipped in two separate packages, with two different carriers.  One shipment was sent via *** and the second shipment was sent via Lasership.   Subsequent investigations launched by both *** and Lasership confirm the packages were delivered.
      Attached are the proof of deliveries.  Please note that *** indicates in their public tracking information that their investigation into the delivery of the package was completed and confirmed.
      While Laserships proof of delivery does not indicate the status of their investigation into the delivery of the package they shipped, please be advised that completion of their investigation was confirmed and communicated internally with ** by Lasership.   
      We consider the matter closed.

      Respectfully,

      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      *************************************** 

      Customer Answer

      Date: 04/13/2023

      translator
       The company has stated they would provide definitive proof such as a picture and/or signature which was not provided. Therefore company is going off what the shipper says but it is the companies responsibility to make sure the items were delivered. 
      *

      *********
      ******** * ******
      ****** * ***********
      ******** * *******
      *********** * ************
      ****** * *******
      ********** * **********
      ******* * *****
      ********* * *********
      ******* * *****
      ******* * ********
      ******* * ** ******
      ******** * ********
      ***** * ******
      ****** * *****
      ***** * **********
      *******
      ********* * *********
      ******** * *****
      ********
      ******* * *****
      ****** * *******
      ******** * ******
      ******** * *******
      ****** * *******
      ***** * ********
      ******** * *******
      ******* ****** * ***** *******
      ****** * *********
      ***** * ******
      ********* * ******
      ********* * *******
      ********** * ****** *********
      ***** * *******
      ******* * ********
      ******** * ***
      ******* * *****
      ****** * ***
      ***** * ****** ******
      ******* * *******
      ********** * ********
      ********** * **********
      ***** * ****** ******
      ******* * *****
      ********* * *****
      ******* * *********
      ****** * ******
      ********** * ********
      ******** * *****
      ******* * *******
      ******* * ******
      ****** * **********
      ********* * **********
      ******* * ******
      ******* * *********
      ******* * *******
      ***** * *****
      ****** * ******
      **** * ***
      ******* * ****
      ********* * **********
      **** * ********
      ********** * ***** ****
      ***** * *******
      ******* * *****
      Double-click
      Select to translate
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************************




       
    • Initial Complaint

      Date:01/26/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my digital subscription of ****************** on 11/19/2022 and I received an email from Barnes & Noble confirming my 2023 renewal will not be renewed. In December I received the January 2023 issue digitally, so it was Barnes & Nobles mistake. On 12/17/2022 I went to go into my library on my tablet to read the June 2022 issue and I found the June-December 2022 issues were totally deleted from my library after I paid for my subscription on Friday 12/17/2021 in the amount of $44.99, Item # **********. When Barnes & Noble noticed their error of sending me the January 2023 issue digitally, they should have only removed the January 2023 issue, but they also removed 7 paid issues of ****************** - June-December 2022. I called Barnes & Noble at ****** Services at ************** on Wednesday 12/21/2022 at 2 PM about this situation and a representative told me they would send me a refund for their error and it would show ** in my bank account and it would take 3-5 business days and as of this date 01/25/2023 I have not seen a refund and its way over 3-5 business days. I told the representative that I want the June-December 2022 issues to be put back in my library and she said that it could not be done, that is why I would receive a refund due to Barnes & Nobles error.

      Business Response

      Date: 02/20/2023

      ****** ******** ******
      ************ ********
      ***** ***** *******
      ** ********************************************************************** *****

      *** ** ********

      Dear *************************,

      We reviewed the complaint submitted by ************************

      We have reactivated all the deleted 2022 issues of *** ******** annual subscription to Astronomy Magazine.

      Our records indicate ****************** subscribed to an annual subscription of Astronomy on December 17, 2019.  We show that ****************** requested a cancellation of the annual subscription on December 18, 2022 and should have still had access to her 2022 downloads. 

      We are able to reinstate deleted digital content to a NOOK library provided the file is still available from the publisher.  We apologize this was not resolved upon *** ******** first contact.  This matter has been addressed with the agent involved.

      If ****************** requires any further assistance, she may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      ***************************************
    • Initial Complaint

      Date:01/04/2023

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was trying to update my accounts Tax Info.After being told I would have to delete my account & make a new one, I decided just to publish elsewhere.I went to submit my Data Rights Request for B&N Press to DO NOT SELL MY INFORMATION & to Delete My Account, My Data, & All copies of my Books Manuscripts they are now illegally in possession of.I had trouble filling the form out on their website, so I called the provided customer service number on that webpage;**************************************************** ************** The Agent who answered was rude, inconsiderate, unhelpful & flat-out refused to take my Data Rights Requests over the phone.This is Fraud & an ADA ***** III Violation, as their company clearly states on their website that users having difficulty completing the process online can call support & handle it there.I was told I had to "email Barnes & Noble Press Customer Support" & handle it that way instead.When I did so, the agent who responded to my emails clearly didn't bother reading any of them for context & only pasted some bogus copy pasta intended to scare me out of deleting my account.This is clear evidence of predatory, abusive & illegal business practices by Barnes & Noble Press.

      Business Response

      Date: 01/23/2023

      ****** ******** ******
      ************ ********
      ***** *************************
      ** ********************************************************************** *****

      *** ********

      Dear *************************,

      We reviewed the complaint submitted by *******************************.
      We understand that ****************** experienced some frustration while attempting to update his B&N Press Account.  We offered ****************** the opportunity to delete his account; however, ****************** made the decision not to terminate his B&N Press Account. 


      We can confirm that ****************** has successfully updated his B&N Press account and his two ebook titles are currently listed for sale on our Barnes & Noble site. 


      Please do not hesitate to contact us if you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ********* ******** *********
      ********************** * *********************** ****
      *************************************** 

      Customer Answer

      Date: 01/23/2023

      Better Business Bureau:

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

      The facts stated in my report are all accurate & correct at the time the reports were placed.
      After informing them of my report, Management reached out to work with me on a resolution & one was found.

      Sincerely,

      *******************************



       

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After 8 hours and multiple days trying to make an order online for Barnes and Noble the website actually blocked my giftcard after 3 tries to make an order and paying more than other sites and said i had a zero balance. After another hour on the phone and being told that I could wait 24 to 48 hours to get my giftcard balance back and could place an order with someone on the phone, none of their coupons work, the books are more expensive than other places and their answer is "sorry but you can wait to get your balance back because our website doesnt work.

      Business Response

      Date: 01/23/2023

      ****** ******** ******
      ************ ********
      ***** ***** *******
      ** ********************************************************************** *****

      *** ********

      Dear *************************,

      We reviewed the complaint submitted by **********************************

      We truly apologize ************************** frustration while attempting to place her order on our Barnes & Noble website.

      There was a system issue with our website at the time ************************** was attempting to use our website, and we understand the inconvenience this caused for many of our customers.  Please be advised that the matter has since resolved and customers can place their orders with no further interruptions.

      We have sent ************************** a $10 Barnes & Noble Gift Card as a small token of our regret for the inconvenience.

      Please do not hesitate to contact us if you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ********* ******** *********
      ********************** * *********************** ****
      ***************************************

      Customer Answer

      Date: 01/23/2023

      Better Business Bureau:

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

      Sincerely,

      *********************************



       

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 Plus-Plus Tube toys from Barnes & Noble Booksellers on 12/27/2022. Both toys were identical however the price of the two were different. One toy was priced at $14.95 and the other at $16.99. Upon checkout I was charged the higher price for both. When I inquired about it, the sales associate told me that The price is the price, there is nothing that she can do about it. When I asked to speak to a manager, she instructed me to go to customer service and speak to her directly. The line at customer service was long, I figured Id pay for the items now and the manager at customer service would issue a partial refund. I walked over to customer service and explained the issue to her regarding the price difference. She scanned the barcode and looked at the computer. Her response was The warehouse sets the prices, there is nothing that she could do. She gave me the option to return the items which I declined.

      Business Response

      Date: 01/19/2023

      ****** ******** ******
      ************ ********
      ***** ***********************************
      ** ********************************************************************** *****

      *** ********

      Dear ***********************************,

      We reviewed the complaint submitted by ************************************************
      We truly apologize ********************** did not receive the advertised promotional offer and the trouble he encountered attempting to rectify the matter.
      All of our Barnes & Noble Booksellers are trained to provide the highest customer service and we apologize *** ********** experience did not meet our standards.  We truly regret the usual procedure was not honored for ************* ***************

      It is our policy to honor any mislabeled misplaced merchandise and we truly regret the Bookseller at the cash wrap did not partner with the stores manager to offer a satisfactory resolution on the issue presented by *********************** Please be advised that this matter has been addressed with our Booksellers to ensure this situation does not occur going forward.  

      We have sent ********************** a $10 Barnes & Noble Gift Card for the $2.04 adjustment and for his experience.  Typically,we issue a refund for the price difference back to the original method of payment; however, as ********************** paid for his purchase with cash, therefore we have issued the refund in the form of a gift card.

      If ********************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact us if you have any further questions or concerns.

      Respectfully,



      ********************
      *** ********* ******** *********
      ********************** * *********************** ****
      ************* 

      Customer Answer

      Date: 01/20/2023

      Better Business Bureau:

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

      Sincerely,

      *******************************



       

    • Initial Complaint

      Date:12/29/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My son purchased a $75 gift card from Barnes and Noble for his niece ( my granddaughter) in December of 2020. Knowing the cards dont expire we took it into Barnes and Noble to use. The cashier peeled the card off the envelope and scratched the pin off. The card showed zero balance. Management called someone at Barnes and Noble and they said the card had been cashed in on the 30th of 2020. Called my son and he did not cash in or ask for a refund on the gift card (they told me the purchaser had gotten a refund). Barnes an Noble (********* with customers service-said she didnt have to give her last name) told me there was nothing they could do, couldnt give me specifics on the supposed cash in or refund, how it was done ect and I was basically out the $75 card. ******, the *********** Barnes and Noble manager, told me the same and told me he didnt have to give his name either. So basically Barnes and Noble can defraud you money on a gift card without specifics. Thought people should know this.

      Business Response

      Date: 01/18/2023

      ****** ******** ******
      ************ ********
      ***** *******************************
      ** ********************************************************************** *****

      RE:ID ********

      Dear *******************************,

      We reviewed the complaint submitted by ************************

      As ****************** is not the original purchaser of the Barnes & Noble Gift Card in question, and she has not included any information regarding the order such as the order number, the email address used to place the order, or the payment information, we are unable to provide any details.

      In order for us to provide any details to ****************** regarding the order, ***************** will need to provide us with the information requested above.  At this time, we can only confirm that the gift card funds were removed from the card because of a refund issued on the order.

      Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* *****
      *** ******** ******* ********
      ****** * ****** ****
      ************* * ****** * ********

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.