Complaints

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

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• 

  Barnes & Noble, Inc.

  33 E 17th St Fl 6 New York, NY 10003-2005

• 

  Barnes & Noble, Inc.

  555 Fifth Ave New York, NY 10017

• 

  Barnes & Noble Bookstores

  2590 CitiPlace Court Baton Rouge, LA 70808

• 

  Barnes & Noble, Inc.

  340 S 500 W Bountiful, UT 84010

• 

  Barnes & Noble Bookstore

  4700 Calhoun Rd Houston, TX 77004

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.

• Initial Complaint

  Date:12/27/2022

  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.

  On 10/16/202 I ordered a Bandai Gundam model model kit from ****** ********** Barnes and Noble store. I was told by cashier at Barnes and Noble I could get a cash refund at the store if the kit was not available. Their computer showed the model kit in stock . After 3 weeks of waiting I received emails from Barnes and Noble saying the kit was not in stock in their wharehouse . I returned to ****** Barnes and Noble store only to be told by store manager that the store could not refund my money . After many phone calls to Barnes and Noble customer service and their retail department I was told they didnt have my mailing address. All though all of there employees were polite. I never received a refund. 2 months later no refund I doubt I will ********* at there again. ***** company has stolen my time and ***** in cash from me

  Business Response

  Date: 01/18/2023

  ****** ******** ******
  ************ ********
  ***** ***********************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear ***********************************,
  
  We reviewed the complaint submitted by ****************************
  
  We can confirm that ****************** has been issued a full refund.
  
  As ****************** paid for his purchase with cash, the refund was issued in the form of a check.  Barnes & Noble Check # ****** was issued in the amount of $31.08 on 12/28/2022 and mailed to ****************** at ****************************************************************, on December 29, 2022 via **** mail.
  
  We apologize for the delay.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* * ****** * ********

• Initial Complaint

  Date:12/23/2022

  Type:Delivery 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.

  This was a transaction I made on the Barnes and Noble website not in a physical store. On 11/27/2022 and 11/29/2022 I bought a $200 virtual gift card both times for a total of $400. They were running a promotion of "Get a $10 Gift Card with Every $100 B&N Gift Card Purchase*". I was expecting to receive a $40 gift card several weeks later, on Dec. 16 when it arrived it was only for $20. I reached out to their customer service and received an email saying that is is per order not per $100 spent. Since I made two orders it would be a $20 gift card. So what my take away then is that if I simply made 4 $100 orders I would be getting $40 but since I made 2 $200 orders I only get $20. When I read through the terms and conditions before ordering this was not clearly stated anywhere in it that it was PER ORDER, my interpretation of it was it was per $100 spent. The orders are ********** and **********. I am simply wanting an additional $20 gift card for a total of $40 like what I understand I was promised by them. Please find attached the transaction dates and order numbers, email response from B&N, a screen shot of their banner ad on their website and a copy of their terms and conditions. Please note these are from their most recent promotion but it all looks the same as it was when i places my order about a month ago.

  Business Response

  Date: 01/17/2023

  ****** ******** ******
  ************ ********
  ***** *****************************
  ** ********************************************************************** *****
  
  *** ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by **************************
  
  We truly apologize for any confusion regarding our $10 eGift Card Promotion.
  
  The Barnes & Noble Holiday 2022 Gift Card Promotion Terms and Conditions, and as noted in ****************** complaint attachment, states in part:
  
  ******: Get a $10.00 Barnes & Noble eGift Card with each purchase of $100.00 worth of Barnes & Noble Gift Cards or Barnes & Noble eGift Cards on ****** * ********* in a single transaction only at ****** **********. This offer is valid only on purchases of Barnes & Noble Gift Cards or eGift Cards totaling $100.00 or more in a single transaction only on ****** * *********
  
  This verbiage indicates that a single transaction of $100 or more is entitled to a $10 gift card, confirming that there is only one $10 gift card issued per transaction/order.
  
  In the essence of customer service, we have sent *************** a $20 Barnes & Noble eGift Card to his email, ************************** on December 29, 2022.  If **************** has not received the email in his inbox, we ask that he check his spam or junk folder.
  
  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,
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* * ****** * ********

• Initial Complaint

  Date:12/16/2022

  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.

  I was charged by Barnes and Noble for an annual membership fee of $25 since 2017 that I have been unaware of. The most recent one is on Dec. 3, 2022. When I called Barnes and Noble on 12/7/22, they were unable to locate the transaction and promised to look into it and call me back within 1-2 business days. After not hearing from them for two day, I asked my bank to reach out to them and they promised the staff member of the bank that they will contact me. Again, there were no follow up calls. I called them again on 12/15/22, the same process was repeated all over again without any sign that they intend to get the issue addressed promptly. I would like to request a speedy resolution of this issue to cancel my membership and get a refund of previously charged fees.

  Business Response

  Date: 12/30/2022

  ****** ******** ******
  ************ ********
  **********************************
  ** ********************************************************************** *****                 
  
  ***** ******** 
  
  Dear *****************************,
  
  We reviewed the complaint submitted by ************
  
  We have been unable to locate a Barnes & Noble Membership account with the information provided in *** *** complaint.  To research this matter further, we would need either the telephone number, email address, or the complete credit card number associated with the membership.
  
  We have attempted to speak with ***********; however, *********** was not available at the telephone number provided and a voicemail option is not available. An email has been sent to *********** at the email address provided on the complaint.  If *********** is willing to provide the complete credit card number, we may be contacted directly at ************** M-F 9am 5:30pm EST.  We do not recommend providing credit card information via email. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****
  *** ******** ******* ********
  ****** ******* ****
  ************* * ****** * ********

• Initial Complaint

  Date:12/12/2022

  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.

  Purchased 3 books, 12/8/2022, $51.57. One item shipped, two pickup. Received confirmation email. Went to pick up items on 12/9. It took 3 in-store reps to tell me that BnN cancelled 33% of my order and removed my bogo 50% discount, gave absolutely no notice.Tried every single option listed for customer service, and all were atrocious. I have I asked to cancel the entire order, since the books are a set and having one is pointless, plus the one book they had in store was already damaged. Refused. I asked that the cancelled book be switched to shipped, since it is available for purchase online still and wasnt available for pickup, plus they had all of the information for it since one book in my order was already being shipped. Refused. I asked that this book be switched to pickup at a different store, which listed it as in stock. Refused. I asked to place a new order with the rep if they would reinstate the 50% discount I that I had on my original order and waive shipping, since I have already paid for shipping. Refused. I tried their chat, their email, in-store, and phone reps. ******* I had to be transferred to second tier management, who said she would cancel my order immediately and send a confirmation email that it was canceled. Thanked her profusely. 4 hours later and I still haven't received that email. The order is still listed as being processed. So BnN sold me a book that they have no intention of providing. Every step of their customer service has been a nightmare. The only solution being provided is that I can purchase one book at full price and pay shipping, again, for an item I have already purchased, and I would need to ago back to the store I've been to twice already and accept a damaged copy of a book they are making me pay full price on. Desired resolution is that you cancel my entire order, and I will never order from you again.

  Business Response

  Date: 01/05/2023

  ****** ******** ******
  ************ ********
  ***** *************************************
  *******************************************************************************
  
  ***** ********
  
  Dear *************************************,
  
  We reviewed the complaint submitted by ****************************
  
  Our records indicate **************** submitted her order for three titles on December 8,2022, two items which **************** requested our Buy Online Pick Up In Store feature, and one item which was to be shipped to *** ******* address.   Please be advised customers who use this feature are sent an email to confirm that their Buy Online, Pick up in Store order has been received, and are further notified via email once the items are ready for pick up at the selected store.  When the order has been filled, customers are sent a "Ready for Pick Up" email with instructions for picking up their order at the preselected Barnes & Noble location.
  
  We show that immediately after **************** submitted her order, a confirmation email was sent advising **************** not to set out for the store just yet, and that we will send a follow-up email when her order is ready for pickup.  While we strive to maintain clear and accurate information on our website, there are times, when the availability of an item can change as an order is being processed.  During the processing of *** ******* order, the availability of one of the items changed unexpectedly, and therefore a second email notification advised **************** that only a portion of the order was available for pickup at the requested store.  The email further advised **************** that she could check our website to check Buy Online, Pickup in Store availability at another store, or to order the item(s) and have it shipped to her at home.  We apologize for any inconvenience this has caused **************** and regret we do not have the ability to transfer the Pick Up order to a another Barnes & Noble location, without the placement of a new order.
  
  We show that the third title was processed and shipped from our warehouse on December 13, 2022, via **** tracking # **********************.  According to the online tracking details the package was delivered to **************** on December 17,2022.  We truly apologize for the multiple issue **************** experienced and as **************** requested a cancellation of the entire order, we have issued a refund for the delivered item, and we will not require a return of the item. 
  
  If **************** requires any further assistance, he may contact me 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: 01/06/2023

  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:

  Business (Barnes and Noble) is lying yet again about how they handled this order.  I wasn't informed that my order had been drastically altered, or alerted to the fact that they decided to cancel a substantial portion of my order until I went for pickup. Therefore I was never "informed via email" that I should "check their website and see if another store would allow me to Buy Online, Pick up in store. Mind that solution, also meant paying full price for a book that I purchased with a discount originally. In fact, when I asked several representatives if I could do exactly that, even if it meant placing a new order, if I could get the discount I originally had. I was told repeatedly no, my only option was to pay full price, drive an extra twenty miles, and hope that store actually had it in stock. I asked repeatedly if I could have the canceled book reinstated to my order and have it shipped, like the business (Barnes and Noble) claims, but they refused repeatedly, saying my only solution was to place a new order, pay full price for the book I purchased on discount, as well as paying additional shipping costs. The business (Barnes and Noble) is accurate in saying a portion of my order was shipped and received, but this is after having someone who claimed to be top tier corporate resolution manager assuring me repeatedly that it WOULD NOT be shipped AT ALL, so the very existence of that tracking number means their managers outright lied to me repeatedly, they shipped it anyways, and yes, I still received a charge on my account from that book, which was not fully refunded. Repeatedly wanting to send me a return label on a book that they shouldn't have shipped in the first place and had ample notice to cancel only proves how deaf or ignorant this company is. I asked repeatedly to cancel this order from the minute I found out Barnes and Noble falsely advertised their available products. I offered repeatedly to make a new order, if I could receive my discount, and was told no, repeatedly. I asked to switch my BOPIS order or offered to place a new order for pickup at a store that had availability if I could get my discount, and was told no, repeatedly. I asked to have the book shipped with my other item, even if it meant making a new order, if I could receive my discount and have shipping waived since I had already paid it once, and was told no, repeatedly. So Barnes and Noble falsely advertised a product's availability and cost, then refuse to honor their own sales and demanded that the only way to receive the item was to place a new order, with no discount, and pay tons of additional fees. That is false advertising of goods and services.
  

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 01/17/2023

  ****** ******** ******
  ************ ********
  ***** *************************************
  *******************************************************************************
  
  ***** ********
  
  Dear *************************************,
  
  We reviewed the follow-up complaint submitted by ****************************
  
  Below is the order confirmation email generated to ***************** when the order was submitted:
  
  
  Hi ***************************,
  
  Thanks for your order! We'll get right on it. No need to set out for the store just yet. We will email you when your order is ready to pick up.
  
  A few details regarding your Buy Online, Pickup in Store order...
  We'll send you a "Ready for Pickup" email with a barcode.
  Please bring that email and a government issued photo ID when you pick up your order.
  If you designated someone else to pick up your order, they'll receive the "Ready for Pickup" email as well.
  
  Please note: Depending on the time your order is placed and when your selected store closes, your order may not be ready until the following day.
  
  
  Order Summary
  
  Order Number: **********.
  
  Pick up from: ******
  **************************
  *************************************************
  ******* ** *****
  
  Important Information
  For the health and safety of our communities and booksellers, Barnes & Noble store hours may be temporarily adjusted.Additionally, to take advantage of our FREE CURBSIDE PICKUP offering, once you arrive:
  1.      Call the store and let them know you are there for curbside pickup.
  2.      Provide your name, order number, and the make and model of your vehicle.
  3.      The bookseller will direct you where to pull up for pickup.
  Note: Curbside pickup may not be available in all locations.Please contact your local store directly for both their current hours and curbside pickup eligibility.
  
  
  The following item(s) will be available to pickup in store:
  
  Item Qty Price
  How to Carry What Can't Be Fixed: A Journal for Grief
  by *********************** 1 $16.99
  It's OK That You're Not OK: Meeting Grief and Loss in a Culture That Doesn't Understand
  by *********************** 1 $15.99
  
  The following items will be shipped to you:
  
  Item Qty Price
  Being There for Someone in Grief - Essential Lessons for Supporting Someone Grieving from Death, Loss and Trauma
  by ************************************* 1 $18.00
  Sub Total: $50.98
  Shipping & Processing: $5.99
  Tax: $3.09
  Discount: -$8.49
  PAYPAL (ending in ): $51.57
  Total Price: $51.57
  
  
  - Barnes & Noble
  
  

   

  
  The below email advised ***************** that only a portion of her order was ready for pickup:
  
  
  Dear *******,
  A portion of your order is now ready for pickup at ******.
  
  Item Qty Pick up By
  How to Carry What Can't Be Fixed: A Journal for Grief 1 12/13/2022
  
  
  Unfortunately, the item(s) listed below were unavailable at ******, but you can visit ****** to check Buy Online, Pickup in Store availability at another store, or to order the item(s) to be shipped to you. You won't be charged for this portion of your order.
  
  Item Qty Unit Price
  It's OK That You're Not OK: Meeting Grief and Loss in a Culture T 1 $15.99
  
  
  What you should bring:  
  A government issued photo ID
  This email
  
  The item(s) will be held until the "Pick up By" date listed above. If an item is not picked up by the Pick up By date, it will be canceled
  
  ******
  ********************
  *************************************************
  ******* ** *****
  ************
  Please Call for Current Hours.
  
  Pickup Location: Customer Service
  
  Sincerely,
  Barnes & Noble

   

  We disagree with ********************* statement that Barnes & Noble would not honor her discounts.  ***************** was advised by a number of our representatives that if she chose to place a new order, the discounted price would be applied to a new order, as well as shipping fee waiver if she chose to have the item shipped to her home.  What ***************** requested, that we were unable to do, was that we cancel the entire order so she could place a new order for all three items.  We do alert customers on the order review page that there is only a small window where changes can be made after an order has been submitted. Our agents were unable to cancel the item that was scheduled to be shipped to ******************
  
  Additionally, in cases where a promotion sale may have ended, we typically ask the customer to place a new order and provide us with that order so that we make the necessary price adjustments.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* * ****** * ********

  Customer Answer

  Date: 01/27/2023

  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:

  Company is full of lies. I requested several times if I could place a new order with my discount and was repeatedly DENIED by their customer service representatives. After being repeatedly told they cannot alter the order in any way or place a new order, I requested the order be canceled. If they had found any solution to get me the book I ordered at the discounted price, I would have accepted it.  But they repeatedly told me NO, they couldn't modify my order, couldn't place a new order, my only option was to order the book at full price and pay additional fees. They are also ignoring the fact the one book which they claimed was available for pickup was DAMAGED, so no, I did not want to accept damaged goods, and when I saw it was DAMAGED I alerted the salesperson that I would not be accepting the pickup and asked again that the order be cancelled, since Barnes and Noble decided to remove 33% of my order without notifying me, then tried to sell me 33% of my order damaged. The only representative that offered to place a new order was supposedly a top tier manager that I had to go through several levels to get through, after days of dealing with representatives. Mind you that top tier manager informed me that the first top tier manager I had spoken with the day previously, had blatantly LIED to me when she said she was canceling the order while I was on the phone and that I would receive a confirmation email within minutes. I thanked that manager and told her how nice she was, only to find out she was blatantly LYING to me. So by that point, no I will not allow you to make a new order because I was told you couldnt do it for three days straight. Your managers also told me that the one book WOULD NOT ship. That I would not receive it, I would not need to print return labels, that I would not have to deal with it. And then it shipped, as confirmed by your tracking number, and delivered. So again your managers LIED. You are saying every single representative in three days of calling and chatting and emailing and going in store had the authority to place a new order, with my discount in place, which would have resolved all of my issues. But every single representative from chat to top tier complaint managers refused to do this, and several blatantly lying to me. That is systemic failure of customer service. This went from a simple issue of needing the book I ordered, into a huge fiasco where I see how little this company values their customers. I have spent thousands of dollars at this store but will never shop there again.
  

   

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  Ordered & paid for an ebook. I can not find any way to read pages, print a page or read in a acceptable way. This book has templates for some projects but they are useless if I am unable to print the page out.There is NO way on their site to contact them.

  Business Response

  Date: 12/22/2022

  ****** ******** ******
  ************ ********
  ***** *************************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *************************************,
  
  We reviewed the complaint submitted by ******************************* regarding her inability to read her ebook purchased on our site.
  
  Our records indicate that an ebook order was submitted through ****************** online account on November 29, 2022.  We show that the complete ebook was downloaded on November 30, 2022 to a B&N NOOK App for iPad registered to *****************
  
  Please be advised that an ebook owner is not permitted to print or otherwise copy the contents of the ebook in any form due to copyright issues.  As stated in our Digital Terms and Conditions, the Digital Content we sell is secured with ************************* (DRM). DRM is used to ensure that a specific copy of an electronic item is owned by one owner and is not just given away. This ensures that publishers are fairly compensated. DRM means that when you buy any Digital Content from BN.com,you own that copy forever, unless you delete it from your online digital library. You can read it, but others cannot read it.  Because the Digital Content is in your online digital library, you can open your copy from any of the supported Barnes & Noble eReader platforms registered under the same B&N account. 
  
  With regards to the quality of the download, we have checked the title and can confirm that the content is presented is a clear, easy to read manner.  Our website states eBook purchases are non-refundable; however, as a one time courtesy, we have issued a refund in the amount of $12.03 to ****************** original method of payment and have removed the title from ****************** library.
  
  Finally,we provide the following contact information on our website Helpdesk.  Customers may choose to chat online with an agent, send an email, or call the customer service telephone number provided.  On the Quick Help guide at the bottom of the Barnes & Noble homepage, customer may click on *********** link which opens a new page to the B&N ***********, located at ******************************************* which states:
  
  Please contact us by Chat or Email.  We are available 24/7 to assist you: 
  Chat: Click Here to chat with a representative
  Submit your question here
  Email:  **************
  To change your Membership Auto Renewal options, please click here.
  
  If you prefer, you can contact us by phone at ************** ***************). International customers, call **************.  We are available to assist you seven days a week from 9 AM - 9 PM EST.
  
  If **************** requires any assistance, she may contact me directly at ************* M-F 9am -5:40pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********************
  *** ******** ******* ********
  ****** ******* ****
  ************* * ****** * ********
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/23/2022

  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:11/30/2022

  Type:Billing 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 did not authorize any recurring charges to my checking. I've emailed them and called my bank. They're listed on my account posted 18 Nov and before.

  Business Response

  Date: 12/05/2022

  ****** ******** ******
  ************ ********
  ***** ****** ******
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *******************,
  
  We reviewed the complaint submitted by ****************************
  
  Upon receipt of the complaint, we attempted to speak with ************** regarding her claim of unauthorized recurring charges to her checking account; however, we were unsuccessful in our attempts to reach ************** at the telephone number provided on the complaint. We sent an email to ************** requesting she contact ** directly; however, ************** responded to our email expressing her preference to an email communication.  Therefore, we were unable to obtain any specific information regarding the claim of unauthorized recurring charges.
  
  A research of **************** ****** account does show that ************** placed an online order on our Barnes & Noble site on November 1, 2022, for eight(8)titles, shortly after which an email was sent to ************** confirming the order, along with an expected arrival date of November 18, 2022.   We show that an authorization for $247.77 was obtained from **************** financial institution at the time the order was placed.  Please be advised that when an order is placed through our web site, the credit or debit card is authorized, not charged, for the amount of the order.  This authorization puts the funds on reserve, which most card-issuing banks release after a seven-day period.  As stated on our website,we first authorize a customer's card when an order is placed, then actually charge the account when the item is provided -- in our case, at the time we ship the order.   
  
  Based upon the availability of the items at the time of **************** order, the items were shipped in several shipments starting on November 3, 2022, through November 16, 2022.  To keep ************** abreast of the status of her items,shipping confirmation emails were sent to ************** for each shipment processed on her order.  In keeping with our process of charging at the time of shipping, the following are the individual charges processed to **************** payment method, totalling $247.77, the shipments and the delivery information:
  
  $56.20 on November 3, 2022, for *** tracking # ******************* delivered on November 7,2022
  $42.96 on November 4, 2022, for *** tracking # ******************, delivered on November 8,2022
  $58.32 on November 7, 2022, for **** tracking # **************************, delivered on November 14, 2022
  $21.07 on November 9, 2022, for *** tracking # ******************, delivered on November 11,2022
  $25.26 on November 9, 2022, for *** tracking # ******************, delivered on November 11,2022
  $5.86 on November 9, 2022, for **** tracking # **************************, delivered on November 15, 2022
  $38.10 on November 16, 2022, for **** tracking # **************************, delivered on November 21, 2022
  
  We see that ************** sent an email to our *************************** on November 15, 2022, requesting to cancel the remaining items on her order; however, as we note on our Barnes & Noble website during the order placement process, on the order review page, there is only a brief window of time where the customers are able to modify or cancel an order after it has been placed.  Therefore, our representative was unable to honor *************** request as the order was too far into processing.  All the items have now shipped and delivered; and no further charges will be processed to ************* payment method.
  
  If **************** requires any further assistance, she may contact me directly at **************. Please do not hesitate to contact me, should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* *****
  *********** ******* ********
  ****** * *****
  *****************************
  

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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.

  On May 10, 2022 I start a subscription for an Audio book club. I paid $14.99 a month. In October I was required to update my payment information. I did this. I call Barnes and Noble to confirm and was told every thing was ok. In November I received notice that my audio book club was cancelled. I had 4 credits at $14.99 each left. They wont restart my subscription despite the fact other orders have come using the same payment method. I have e-mailed, chatted online and called customer service to no avail. I am hoping you can help.

  Business Response

  Date: 12/05/2022

  ****** ******** ******
  ************ ********
  ***** *******************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *******************************,
  
  We reviewed the complaint submitted by *********************** regarding his Barnes &Noble Audiobook subscription. 
  
  When customers subscribe to B&N Audiobooks, they received Subscription Credits,which can be used to purchase qualifying B&N Audiobooks on ******. Our research indicate that ************** subscribed on May 10, 2022 and utilized his first Audiobook credit to an order placed on May 30, 2022.  For his continued subscription, ************** accrued an Audiobook credit for each month from June through September and held a total of 4 Audiobook credits through September 2022.
  
  On October 10, 2022, we sent an email to ************** notifying him we were unable to charge his credit card for his October subscription.  This email contained instructions on how to update the payment information through his online account.  We show that changes were made to the account; however, on October 14, 2022, a second payment update request email was sent as we were still unable to successfully process the payment.  Our records show ************* contacted us on October 14, 2022 at which time a Barnes & Noble representative did erroneously inform ************** that his payment was processed successfully, when in fact even though the payment was still being declined by *** ****** financial institution.  We apologize for the misinformation ************** was given regarding the status of his payment. The subscription was subsequently cancelled on October 17, 2022, due to non-payment. 
  
  Additionally,in regards to the credits, as stated in our Digital Content Terms of Sale, In the event that your Barnes & Noble Audiobooks subscription is terminated or expires, any unused Credits may be redeemed by you during a 30-day grace ****** after termination. Such credits will expire at the end of the 30-day grace ******.  As a result of this,*** ****** Audiobook credits expired on November 17, 2022.  While we would have liked to honor *** ****** request to reinstate his original subscription, Barnes & Noble does not have the capability to reinstate a cancelled order. 
  
  To resolve this situation, we reached out to ************** and invited him to submit a new subscription order.  We advised ************** that once there is an active Audiobook subscription under his account, we will restore his four(4) Audiobook credits to his account accordingly.
  
  With regards to *** ****** statement that other orders were processed to the same credit card that was used for the subscription which we cancelled for non-payment, we explained to ************** a change must have been made to his credit card information between the processing of those orders and the processing of the subscription.  ************** confirmed that there was an issue unrelated to Barnes & Noble, which caused his bank to issue him a new card.  We explained that the shipped orders were most likely charged prior to the issuance of his new card.  However, when the subscription renewal was being processed, the bank did not accept the old credit card information we had on file.  We further explained that for privacy and security reasons,Barnes & Noble representatives do not have access to the credit card data contained in our customers accounts, and we can process orders only as they are submitted.  When a credit card is updated in a customers account,that information will only be applied to future orders, not those order which already exist in our systems.  If we are having difficulties obtain payment on an existing order, we notify the customer via email to contact us directly to update that specific order.  ************** understood. 
  
  We can now confirm that ************** has placed a new subscription order and his four(4) expired credits has been returned to his account.  
  
  Please do not hesitate to contact me, should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********************
  Sr.Consumer Affairs Advocate
  Barnes & Noble
  *****************************

• Initial Complaint

  Date:10/04/2022

  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.

  I went to the cafe in Barnes and noble and spent $10.42. The drinks are horrible and no one will help me get a refund. I just want a refund for the horrible drinks that arent even drinkable

  Business Response

  Date: 10/25/2022

  ****** ******** ******
  ************ ********
  **********************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by ************************* regarding her Barnes &Noble Caf purchase.
  
  We are unable to thoroughly research *** ******* complaint with the information provided.  We have attempted to speak directly with ****************; however, we have not received a response to our inquiry.
  
  To address this matter, we will require additional information from **************** including the store location where the purchase was made.
  
  In general, if customers are not satisfied with a caf purchase, customers are able to return the item the counter to have the item re-made or make their request for refund known to the cashier.
  
  To discuss this matter further, **************** may reach me at ************** M-F 9am 5:30pm EST.
  
  Please do not hesitate to contact me should you have any questions or concerns.
  
  Regards,
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* 

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising 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.

  Barnes and Noble are selling our books online illegally for over a year and continues to deny it. I was able to go to their website today and add 3 of our company's books to their shopping cart. I would like Barnes and Noble to stop ignoring LolliWolliWorld Publishing and respond to our copyright, Trademarked protected IPR being stolen.Since we are not selling the books, who is? I have provided a link below to all of our books on their site.*********************************************************************************************************************

  Customer Answer

  Date: 10/23/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Barnes & Noble, **** has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/28/2022

  Type:Product 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 would like to be contacted and assisted regarding issues with my order **********. The order was delivered Friday 9/16 and the book received differed from what was shown on the website. I purchased this book specifically because of the special edition hardcover found under the dust cover, as shown on their website. Instead, I received a book that was only a different colored cover than the original edition and did not include the special case stamp.I sent an email to Barnes and Noble customer support requesting assistance and received the following response on 9/16:Your request (*******) has been updated. To add additional comments, reply to this email.*** (Barnes & Noble)Sep 16, 2022, 4:10 PM EDT ** ****** *** ***** **** *** ******** *** **** *** ** ********* ** *** ******** * *** ******* * *********** ** **** *** * ***** ** ****** *** **** *** * ******* ****** *** ** **** ***** ***** *** **** **** ******* *** **************** **************I responded the same day on 9/16 requesting a replacement be issued if the edition was confirmed to be the correct type. No response has since been received despite my multiple attempts to confirm what action will be taken, with additional follow up requests sent by me on 9/21, 9/22, and 9/26.I am requesting response from management at Barnes and Noble to discuss what options are available to correct this issue and customer service failure.

  Customer Answer

  Date: 10/23/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************