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

  8915 W Charleston Blvd Las Vegas, NV 89117-5457

• 

  Barnes & Noble Membership

  PO Box 888 Downers Grove, IL 60515-0888

• 

  Barnes & Noble Booksellers - All Locations

  5132 W Saginaw Hwy # 245 Lansing, MI 48917-1998

• 

  Barnes & Noble, Inc.

  1105 Walnut St Ste E4404 Cary, NC 27511-4762

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:09/16/2022

  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.

  I placed an order (**********) online on ******************************* on September 13th, and paid an extra $15.48 to have the order expedited, meaning the order should have arrrived around Sept 15 or 16th. However, on the email I received about the order, it said the order would only arrive on 09/29/2022. This was not clear on the website when I placed the order. When I try to cancel this order through customer service, I'm told that they are unable to cancel this order because the order is already processing; however, the order hasn't even left their warehouse. All I am asking for is for this order to be canceled before leaving the warehouse so that I don't have to spend a lot of time after trying to get the book returned and refunded. If they cancel this order now, the pending charge on my bank account will drop, and I won't have to worry about returning this book.Thank you for your assistance.********************************(BTW, I might have opened another complaint for Barnes and Noble ********** **** This might be wrong. My complaint is againt Barnes and Noble Online Bookstore.)

  Customer Answer

  Date: 10/12/2022

  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:09/15/2022

  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 with Barnes and Noble at approximately 730a ET on Thursday, September 15, 2022. At 758a ET on the same day I received an email from Barnes and Noble stating that the delivery date for a few of my items wouldn't arrive until 9/30/2022. I would like a couple of those items before 9/30/2022 so I went to the website to cancel the order I made less than 30 minutes prior to receiving this notification. However, there was no option to cancel. I will have to return the items I don't want - the order is in "process". This is an outrageous business practice. The onus is now on me as the consumer to return items from an order that I should be able to cancel. I would understand if I received the email later today or after, but the burden of dealing with their change in delivery should not be pushed to me when the order was placed 30 minutes before. Also, it is 730a ET - am I to believe Barnes and Noble is filling this order? The amount of the order is only $58 but this isn't right. Again, if I received this notification tomorrow I would accept it - I wouldn't like it but I would accept it.

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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.

  On September 2, 2022, I placed and order for a book, A Game of Thrones, hardcover copy, from Barnes and Noble. I received messages stating my package well arrive at my address on September 7th. It was not delivered. Message stated *** will deliver the next day but still no package. Today, on September 9th, I called *** customer service and they told me it was going to be delivered on this day before 9 P.M. Past 9 and still no package. I contacted *** customer service again but this time it turns out Barnes and Noble lost my package. *** customer service representative stated *** will open up a investigation but I would have to contact Barnes and Noble to report their mistake since they were the shipper. I do not know how Barnes and Noble lost my book but that was $31.46 I spent that is now gone.

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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 tried to distribute my book through Barnes and noble but do to their lack of customer service, unprofessional and inability to get with the 21st century and have a number I can call to speak to someone in that department, Ive missed out on sales, have been unorganized because Ive had to move dates around all for something so minor as looking at a document(vendor account tax form) its been 3 months sense I submitted a form and only 1 reply. They then posted their website a few weeks ago that their behind on processing. I would have used a different company had I known that. I left a better description outlining my experience with Barnes and noble(nook press) in the rating complaint portion. So the sake of space, after a month between responses with this company and their fraudulent activities, discrimination emails I was told to resubmit a document and because of a minor error that could be adjusted over the phone but had wait another month to be told over email.

• Initial Complaint

  Date:08/29/2022

  Type:Delivery 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.

  Last night I placed an order, # ********** with Barnes and Noble with the original posting date jof s hipping being stated clearly on their website (with express delivery chosen) as Aug 30. This morning, I received an email saying " ** ************************ ***** ****** *** *** ************ ** *** ******* ** **** ***** *********** ******* ************* *** *** ******** ******** **** *** *** ******* ***** ** *********** "This is fraud. I want my money back and there is no way to cancel my order on the website. There is no customer service contact information, so I have been robbed and misled on the ***** website. My next move is to contact the *** to file an internet crime report. I want my shipping refunded if they can't express ship the items, they SHOULD NOT have listed that option. I want to file charges for theft and misrepresentation and all of my money back.

• Initial Complaint

  Date:08/25/2022

  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.

  Someone gave me a belated Christmas gift in early Feb of two books. It was the worst part of the winter and I could not make it in to a store until mid March to see about returning the items for a credit. I had no receipt. It was a gift and I was not provided with a gift receipt. One book, a thin small journal was till in its original shrink-rap. It was worth about $5.00 or $6.00. The other item was a thick book which was supposed to be a reproduction of a Victorian sticker album. Since the person knows I do arts and crafts they thought I'd appreciate it. However, I knew right away that the full color images which were in the form of stickers were not going to be color safe, therefore I could not use them. This book had a sticker price of $25.00. Both items were still current. I seen both of them in the store! However, when I made it up to the counter, the sales rep denied me the return, even for a credit. He said they could not take it back. I said it was a gift. I have no receipt. I said the items were new. you could see they were current. He still refused. I had a feeling he was a store manager so I didn't even bother to ask for one. I called customer service several weeks later when I got a chance and was on the phone with someone for quite some time. She assured me that someone would contact me after they contacted that store. A month passed then almost two. I forgot about it. No one ever called. When I called back again, this summer there was nothing on me at all. No case. Nothing to be found! This was ridiculous. It never should have happened. All i wanted was a credit. I would have bought myself some magazines, whatever. A major chain store like this denying a simple return for credit of two books in brand new condition that were current and on the floor. The store rep said that people buy items at sell out prices and then try to return them etc. What? how does that even make sense. Not in my case. I recalled he barely even glanced at the items I had.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********. Unfortunately, I am being ignored. Is this usual with this particular business? I am a bit surprised. Usually a huge company like this has ******************* that answer consumer complaints etc. 
  
  
  

• Initial Complaint

  Date:08/24/2022

  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.

  The barnes and noble website is awful and needs a lot of work (you cant even use the website on your phone). I went to check out online to pick up a book in store and the website had me reenter my card information multiple times because of a "session time out" when the amount of time that had past was average for a checkout. When reentered a few times finally the website told me the book isn't in stock when I went to submit the transaction. If the book is out of stock the website should say so. Also, the book was 15%-30% more expensive than amazon, target, indie **********. When asking customer service if I could file a complaint there was no where to do so according to the employee.

  Customer Answer

  Date: 09/18/2022

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

• Initial Complaint

  Date:08/01/2022

  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.

  Received email with a special educator discount of 25% online or in store as an educator. The discount was only applying the standard 20% online so I reached out for help. They said it was auto applied by the system and they couldnt resolve. I provided numerous examples if items that it was only doing standard not special advertised discount. Still no resolution. Also asked for specific items that were included and they refused to provide an example. It appears the email is falsely advertising a special discount but only giving educators the normal 20%. I asked them to escalate as I believe its an error with the auto system but they refused to help or apply manually. Seems like false advertising. I can provide email and conversation screenshots if needed.

  Business Response

  Date: 08/15/2022

  ****** ******** ******
  ************ ********
  **********************************
  ** ********************************************************************** *****
  
  ***** * ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by *******************.
  
  Barnes & Noble held our annual Educator Appreciation Week for educators enrolled in the Barnes & Noble Educator Discount Card Program to receive 25% off of most merchandise as well as 10% off of caf consumables.  At the start of the promotion, we were made aware that our online prices were not reflecting the additional 5% discount and was only applying the 20%discount to our customers orders.  We took action to locate the source of the error and immediately implemented the corrections necessary to provide the correct discount.   
  
  Upon receipt of **** ******* complaint, we immediately reached out by telephone to ***************** to advise her we were aware of the issue and that the matter has since been resolved; however, we were unable to reach *****************. We left a voicemail with our direct contact information offering to make the necessary adjustment to her order.  Unfortunately,we received no response from *****************.
  
  A search of the email address provided on the complaint did not yield any results for online purchases we therefore were unable to take any action.  If ***************** will provide us with her online order details, we most certainly will adjust the cost of her items in the appropriate manner.
  
  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,
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* Tell us why here...

  Customer Answer

  Date: 08/16/2022

  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]

  They corrected part of this issue but did not address the fact their team members belittled, refused to own an issue, nor provided any follow up that the issue was valid and addressed.  I saw this issue was a fixed and did not order until it was. For me, the biggest issue, which wasnt addressed, was the way I was treated.  I didnt want a phone call with a we already know response. If the issue was already known, why was I treated poorly for asking about it? Dont waste more of my time with a useless phone call.  

  
  

   

   

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

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

  Business Response

  Date: 08/22/2022

  ****** ******** ****** ************ ******** ********************************** ** ********************************************************************** *****
  ***** * ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by *******************.
  
  Barnes & Noble held our annual Educator Appreciation Week for educators enrolled in the Barnes & Noble Educator Discount Card Program to receive 25% off of most merchandise as well as 10% off of caf consumables.  At the start of the promotion, we were made aware that our online prices were not reflecting the additional 5% discount and was only applying the 20% discount to our customersorders.  We took action to locate the source of the error and immediately implemented the corrections necessary to provide the correct discount.  
  
  Upon receipt of **** ******* complaint, we immediately reached out by telephone to ***************** to advise her we were aware of the issue and that the matter has since been resolved; however, we were unable to reach *****************. We left a voicemail with our direct contact information offering to make the necessary adjustment to her order.  Unfortunately,we received no response from *****************.
  
  A search of the email address provided on the complaint did not yield any results for online purchases we therefore were unable to take any action without additional information from *****************.  If **************** will provide us with her online order details, we most certainly will adjust the cost of her items 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,
  
  
  ********* *****
  *** ******** Affairs Advocate
  Barnes & Noble, ****
  ************* 

  Customer Answer

  Date: 08/22/2022

  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]

   Still no apology for the rude and disrespectful attitude I received when I asked about it, tried to call back and was treated rudely then as well.  They need to fix their attitudes as well as their IT issues  At this point there is nothing they can do I will not be satisfied with the treatment I received from this company. You can close the file as unsatisfied. 

   

   

   

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

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

• Initial Complaint

  Date:07/22/2022

  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 made an attempt to use my Barnes and Noble store gift card in June 2022 and their website told me the balance was $0. However, I have detailed records showing I used the card once in 2012 for a total of $18.27 with a remaining balance of $31.73. I live in ********** where it is illegal to have an expiration of a gift card balance so the balance could not have expired. I contacted customer support in late June ************************************************************************************** I never heard back. I also sent an email complain which responded with a single email who tried to tell me that the card had been used a second time but would provide no info as to where or what was purchased. My second email was ignored asking for more info. I have the same email address and was able to find a record of the original known transaction for $18.27 but no record of any other purchases with B&N subsequent to that. So if a purchase was made, it was done fraudulently. I told them to give me a record of the second time the card was used (location, order number, books purchased, etc.) They were unwilling to give me that information which is prima facie proof that the records I kept are fully correct and the balance is $31.73 as I stated.Either correct my gift card balance to the correct amount of $31.73 or mail me a check for the money you stole from me ($31.73).

  Business Response

  Date: 08/15/2022

  ****** ******** ******
  ************ ********
  **********************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *****************************,
  
  We reviewed the complaint submitted by ***************************** regarding his Barnes &Noble Gift Card.
  
  Our records indicate that the Barnes & Noble Gift Card in question has been utilized in its entirety.
  
  We show the Barnes & Noble Gift Card was issued in the amount of $50 on December 9, 2011, and the following amounts were applied to online purchases made on our Barnes & Noble website:
  
              $18.27 used on 1/26/2012
              $8.78 used on 12/4/2013
              $11.53 used on 12/4/2013
              $11.42 used on 12/7/2013
  
  As the funds were applied to online orders placed between nine to and ten years ago, we no longer have the details of those online orders.
  
  In light of the circumstances, we will not be returning the gift card funds to the gift card, nor will a check be issued for the gift card as requested by ********************
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  ************* 

  Customer Answer

  Date: 09/02/2022

  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:

  Again, I live in ********** where it is illegal for gift cards to expire due to age, so age is not a relevant factor here, so not sure why the respondent is trying to use age as an excuse for zeroing out a valid gift card. And again, I have kept detailed records showing that the card was used just once in 2012 for $18.27 and still has a large remaining balance pf $31.73. Multiple times, I have requested the merchant supply me with information regarding where these alleged purchases were made (in a store? online?) and what was purchased (what books or products). Obviously a merchanct could just claim a card was used and thereby keep the funds if it were allowed to just arbitrarily declare the card was used without any additional details identifying where product was sent or what was bought with the funds. The burden of proof is upon the merchant to prove my detailed records showing my card still has a balance of $31.73 to be incorrect. Again tell me what was purchased and where if you are claiming it was used more than the $18.27 I have accounted for.
  

   

   

   

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

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

• Initial Complaint

  Date:07/21/2022

  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.

  Barnes and Nobles continues to charge my debit card for annual memberships. I have tried for the last three years to cancel. I have canceled online via their website, gone into my local store and have called their customer service line. The company continues to lie and tell me that my membership has been cancelled, only to have the same charges appear annually. I have never received a refund.

  Business Response

  Date: 08/15/2022

  ****** ******** ******
  ************ ********
  **************************
  ** ********************************************************************** *****
  
  ***** ********
  
  Dear *********************,
  
  We reviewed the complaint submitted by *************************** regarding her Barnes &Noble Membership.
  
  We have been unable to locate a Barnes & Noble Membership account with the information provided in *** ******* complaint.  We require additional information in order to thoroughly search of our systems.
  
  If **************** is willing to provide the card information, she may contact me directly at ************** M-F 9am 5:30pm EST so that we can research this matter further.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  *************