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

  2191 N Rainbow Blvd Las Vegas, NV 89108-7052

• 

  Barnes & Noble

  567 N Stephanie St Henderson, NV 89014-6613

• 

  Barnes & Noble Booksellers - All Locations

  3700 Rivertown Pkwy SW Grandville, MI 49418-3085

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:05/20/2024

  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.

  On April 19th 2024, I place an order for $529.94. When I called customer service, they said they do one pre-auth then I'll be charged when the book ships. Two days after the initial pre-auth dropped off my card, I got charged for my entire purchase total again. I called CS again, this time I got run around in circles by a woman stating over and over "this is just the way we've always done things" who then proceeded to give me a FAKE email address to send in an official complaint - that I was receiving multiple pre-authorizations when I was told I was only going to receive one prior to being charged. I did some digging and the website officially states in the fine print: "Payment Authorization policy for both Pre-Ordered Physical and Digital items: When a pre-order item is purchased, the credit/debit card on the order will be authorized for the full amount. Depending on the release date of the item, the authorization may drop off before the item ships. Times may vary when hold is removed based on the credit/debit card issuer. When the inventory becomes available for the item, another authorization occurs for the full amount to begin processing the order. If you see two authorizations, you weren't billed twice; one is the temporary hold and one is the actual charge."This is in agreement with what I was told on the phone originally but not what is happening. Imagine my surprise when today (May 17th) I can officially say I have had my card charged again - THREE ADDITIONAL TIMES. April 26th for $471.86, May 7th for $461.00, and May 15th for $461.00. I want this to be rectified. Constantly charging my card every single week is not what I agreed to in the T&C and goes against the entire purpose of pre-orders. Properly charge my card for these orders moving forward. And I want the woman on the phone educated in NOT giving out fake email addresses because that's unprofessional. Interesting to note: this is only happening with this large order, not other smaller orders.

• Initial Complaint

  Date:05/20/2024

  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.

  Barnes and Noble is one of if not the ONLY approved avenue through which to send books to inmates. Namely in this case to ********************* which I have tried TWICE. They know and are familiar with the fact that the jail (as do most) REQUIRES a receipt with the order for it to be approved yet they consistently fail to do so. They send orders with incomplete or missing receipts. They will not resend the receipt to the jail or repackage the order properly when it is inevitably returned because of this. There is NO OTHER AVENUE TO TAKE TO GET BOOKS TO THESE PRISONERS. They are taking on a responsibility that they cannot be trusted with. The last time they had a **** attitude and I had to have my books refunded, the inmate never got the books and now again for this persons birthday they again did not get a receipt and will not get their books. Clearly Barnes and noble does not believe the incarcerated or their families deserve to be treated with a shred of dignity. This is very simple. INCLUDE A COMPLETE PAPER RECEIPT WITH THE ****** They act like they have no idea what is going on, shuffle you through customer service, and then **** on you for not being able to uphold their own responsibilities. They refuse to remedy or resend the receipt when they ***** up. They clearly cannot handle the monopoly theyve been given over books to inmates, are incompetent, and willfully ignorant.

• Initial Complaint

  Date:05/07/2024

  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.

  Couldn't find anywhere else to really review the Barnes & Noble ************** so I'll warn people here. If you expect a book to be printed in a timely manner, avoid B&N Press. I just needed ONE book printed (**********) and they are beyond the 10 day maximum estimate. They don't respond to the email forms and contacting the help page on ******* did nothing. If I ever actually receive what I ordered, I will certainly order any further revisions I need from somewhere else.

  Business Response

  Date: 06/07/2024

  ****** ******** ******
  *********************
  ***** *****************
  ******************************************************************************************************
  
  *** ********
  
  Dear *****************,
  
  We reviewed the complaint submitted by ************************* regarding his BN Press order.
  
  Our records indicate ****************** submitted an order on April 19,2024.  We anticipated delivery of *** ******* order no later than April 30, 2024.  However, due to the issues with our print vendor, ******************** order was delayed.  We apologize for any inconvenience this has caused *****************.
  
  We show that ******************** order was shipped on May 7, 2024, via *** tracking #******************.  According to the online tracking details, ******************* order was delivered on Thursday, May 9, 2024.   
  
  If ****************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****
  Sr.Consumer Affairs Advocate
  ***************************************
  
  

• Initial Complaint

  Date:05/06/2024

  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 opened an account with ********************** and Noble Press.I then uploaded a book for publication on April 24, 2024.Per their FAQ, publication takes 72 hours.I contacted them on April 30, 2024, asking why my book was still unpublished. They responded by telling me to read their FAQ.I contacted them a second time on May 2, 2024. This is the message I sent:May 2, 2024, 12:10AM EDT I uploaded a book for publication on April 24, 2024.It is now May 1, 2024, and the book is still in pending status.Per your FAQ, publishing takes 72 hours.I requested help from you on April 30, 2024. You responded, the same day, by sending me a link to your FAQ.I then asked for you to close my account. I have yet to receive a response.Before contacting the Better Business Bureau, I would like to try and work things out with you. Can you please close my account? I have been advised by former B&N author that you do not respond to their emails, and do not follow the protocols of your own FAQ. I have found, through first-hand experience, that this is true. At this point I would simply like to close my account.Please respond to this email, with something other than a redirect to your FAQ. Thank you for listening.This was their response:B&N Press Support ***** **************** 2, 2024, 10:56AM EDT Thanks, Barnes & Noble Press Support ************************************ It is now May 3, 2024, and my book is still in pending status, as Barnes and Noble Press has not published it.As of today, they have all of my personal information on record, to include my social security number and tax ID information. However, they have not published the book, and it has been more than 72 hours.I asked them to close my account, as they seem incapable of providing the timely services they promised.I would like my Barnes and Noble Press account closed, and for my personal data to not be sold to third parties. Please help me resolve this issue. Thank you.

• Initial Complaint

  Date:04/15/2024

  Type:Order 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 have two complaints. The first regards auto renewal of membership. They want to charge 30 days ahead of the expiration! I've never had a membership or subscription do that. It's usually within 3-5 days. They claim it's to make sure the credit card goes through. They could: 1. Send an email to have you check to make sure your card is up to date or 2. Charge at a reasonable date within 3-5 days and send notice of any errors. I'm basically paying twice for my 12th month. Does it really take a month to correct a credit card? I had to cancel auto renew. The second complain is about an email I received today for extra points for purchases today. Nice heads up since I was there yesterday. I could have easily postponed my trip until today. As a premium member (for which I pay $40 a year) I lost out on 3x points. I didn't spend much (under $20) but that's not the point and perhaps I'd have spent more. These items aren't necessities and can be purchased online. If they want to retain their members they need to do a much better job.

  Customer Answer

  Date: 05/09/2024

  At this time, I have been contacted directly by Barnes & Noble, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  The only email I received was a confirmation to cancel my autopay and another apologizing but they did not offer restitution for the 3x points I didn't receive. If it was an in-store flash event that would have been one thing but they didn't promote it as such. It's not as though they have outlets in every mall where you can easily run over there to take advantage. As a very long time member (I was a member from the very first day) you'd think they could accommodate with even a day's notice.

  I spent under $15. Seriously? They couldn't give me triple points? I'm sorely disappointed and I can see why people order books online or at discounted places like Half-price books. Either place offers better customer service.

   

   

   

   

   

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

  Sincerely,

  **** *****

  Customer Answer

  Date: 10/30/2024

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

  
  Sincerely,
  
  **** *****

  
  

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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.

  B&N website sells books. The website says their E-books are compatible with my device. During the browsing and check out phase, no where did it say the books were non refundable. B&N made my device but no longer supports it. The book was purchased but never delivered. I thought I was buying an EPUB file. I spent 45 mins of my time with B&N customer service just to get a refund that will take several days to process. I checked their website before purchase. Said book was listed as compatible with my device. CUST SERV now says my device is not compatible. While they started a refund process they cost me 45 mins of my time. I would like $112.50 credit for my time wasted and their website corrected to clearly state no refunds and device is not supported.

  Business Response

  Date: 06/07/2024

  ****** ******** ******
  *********************
  ***************
  *******************************************************************************************************
  
  ***** ********
  
  Dear **********,
  
  We reviewed the complaint submitted by *****************************.
  
  As stated on our Barnes & Noble website, Digital content, including eBooks, audiobooks, digital magazines and newspapers, Access Codes, gift cards, and shrink-wrapped items that have been opened, are not returnable. However, if you are having compatibility or quality issues with your content, please contact us for assistance.  To view our Return/Refund Policy, please visit **********************************************************************************************.
  
  Our records indicate ************************ submitted an order on April 10, 2024, for four (4)eBook titles, three of which were free titles and one title for $8.95.  A review of *** *********** contacts to our customer service department, we can confirm that our agents offered technical assistance regarding *** *********** ******* **** device.  It was explained that the software on the ******* **** device needed to be updated; however, ************************ refused assistance with the software update and instead insisting on a refund of his eBook purchase which he had already successfully downloaded on his **** HD device.
  
  When placing an eBook order, once the checkout process and click "Submit Order" is completed, an order number appears. The eBook is then available in the **** Library of the account through which the purchase was made. We show that *** *********** eBook purchase was immediately available in *** *********** **** library after the order was placed, and all four (4) titles were downloaded on a **** HD device registered to ************************.
  
  A review of *** *********** contacts to our customer service department, we can confirm that our agents offered technical assistance regarding *** *********** ******* **** device.  It was explained that the software on the ******* **** device needed to be updated; however, ************************ refused assistance with the software update and instead insisting on a refund of his eBook purchase which he had already successfully downloaded on his **** HD device. 
  
  Please be advised that contrary to *** *********** statement, there are no compatibility issues between *** *********** devices and the format of the eBook he purchased.  As a courtesy, even though the book was already downloaded.  We do show that a refund was subsequently issued by a customer service supervisor to *** *********** original method of payment in the amount of $8.47 on April 11, 2024.
  
  We further show that ************************ submitted another order on April 12, 2024, for the same eBook download.  The title was downloaded to *** *********** **** HD device within minutes of the purchase.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* *****
  *********** ******* ********
  ***************************************
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  In December/January, on behalf of my Non Profit, Knowledge ******* **** I placed 8 $250 gift cards totaling $4,000 with Barnes and Nobles. Half of the gift cards were purchased as physical gift cards and mailed to the recipients and the rest were purchased as egiftcards and emailed to the recipients. One of the recipients of the egiftcards went to use their gift card and it was declined 3 times. Each time he called Barnes & Nobles to get this resolved. Each time he called he was given a different reason, 1st that his order was more than the gift card, 2nd that they needed to verify his address and 3rd that the gift card was not valid because the card (Knowledge is Key, inc,'s debit card) used to make the purchase was a fraudluent card. Obviously Barnes & Nobles has no idea what the reason is because every time it's a different reason.I have provided Barnes & Nobles with our non profit bank statements showing that all the $4,000 funds came out of our account and that none of that $4.000 has been refunded and Barnes & Nobles has refused to load the funds on to the gift cards so they can be used. Barnes & Nobles keep saying that they refunded the money but the Bank account has been closed as the non profit was decommissioned in 2024 and every single statement through the date the bank account was closed shows no refunds/credit of money. I have even attached the emails from Barnes & Nobles advising me that the egiftcards were delivered to the recipients and that my card was charged. So Barnes & Nobles has the bank statements and their own confirmation emails and still will not honor the money that we have provided them for these gift cards. Barnes & Nobles needs to ensure that all 16 cards that were ordered have the full $250 loaded on to them so these students can purchase their books or refund us the full $4000 via check in my name since the bank account is closed.

  Business Response

  Date: 06/07/2024

  ****** ******** ******
  *********************
  ***** **********
  ******************************************************************************************************
  
  *** ********
  
  Dear **********,
  
  We reviewed the complaint submitted by ***************************.
  
  We can confirm that the Barnes & Noble Gift Cards purchased by **************** are available for use.
  
  Our records indicate **************** initial attempt to place orders for Barnes &Noble Gift Cards failed due to a credit card decline.  *** ******* subsequent orders placed on our website between December 30, 2023, and December 31, 2023, triggered certain fraud rules that Barnes & Noble has in place to prevent fraudulent purchase and usage of our Barnes & Noble Gift ****************************** contact with our executive offices, the issue was resolved. We confirmed that the purchased gift cards were correctly funded.  Furthermore, we can report that ************** has successfully utilized his gift cards on an order placed on our Barnes &Noble website on May 5, 2024.
  
  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:04/09/2024

  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.

  On 03/08/2024, I noticed 2 unapproved charges on my checking account from ********************** Bookstores for $80.00 each (totaling $160.00). I also received hundreds of emails that day from companies all over the world trying to subscribe me to different things. I still have saved (but did not click on any of the links) all of the spam emails that were sent to me on 03/08/2024. I have continued to save spam emails, related to this instance, since then. Many of the emails were addressed to a reformatted email address and were not addressed to me at all. On 03/08/2024, I called and cancelled my debit card immediately, when I discovered the charges. I also promptly started a claim with my bank for these charges (Claim #*************** via Chase). A few days ago, I received word from Chase, that **** was favoring Barnes & Noble. I was encouraged by a Chase representative to submit a report through the *** immediately, since it was not just my card that was compromised to help show proof that my identity was compromised. I have since completed and submitted an IC3 Complaint Referral Form on 04/08/2024. I was also encouraged to submit claims through the BBB. Additionally, I plan to dispute the decision made by **** in favor of Barnes & Noble for this claim. I am happy to provide all of the spam emails as evidence of this incident of fraud, along with the bank information about my open or soon to be disputed claims. I can also get proof and documentation of my whereabouts on 03/08/24 during the time of the crime to show that I was a victim of identity theft and fraud on 03/08/2024.

  Customer Answer

  Date: 05/04/2024

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

• Initial Complaint

  Date:04/04/2024

  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.

  This is going to be very long winded. I apologize in advance.On 12/19/2023, my fiance purchased a B&N gift card in the amount of $50 for me from store #****. This purchase was made in cash. When the purchase was completed, the cashier- ***** * stated that there was an issue with the register and that they needed to move to another one. She "reprocessed" the transaction and provided the gift receipt (attached photo) but stated that she could not provide the actual receipt. She confirmed that the card was active and had the funds on it. My fiance went on his way. The gift card then sat wrapped under the christmas tree until christmas day. In no one's possession but the tree. Fast forward to 3/24/24 when I attempted to use the ** in store #****. When attempted, I was told that the gift card was not originally activated but since I had the gift receipt, it would be no issue to have the card replaced. I was to call the customer service number.Upon calling (call ref #*******), I was then told that the card was used 3 days after purchase though it was sitting wrapped under the christmas tree and in no one's possession. The 4 digit pin was not revealed until my attempted use in store on that Sunday, 3/24/2024. If this is the case and the card was used while in no ones posession but a tree, then we were sold a compromised card. Today, 4/2/24 I received an email from the B&N team that nothing can be done since the card was never activated. I have been provided different information from every single individual that has looked into this concern for me which is very troubling. This card was purchased and paid for at a brick and mortar location and a physical gift receipt was provided yet, I cannot use it and have been going in circles. I would really appreciate B&N taking the time to figure this out and make things right. I just want to use the card that was purchased and paid for to buy and read my books.

  Customer Answer

  Date: 04/28/2024

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

  Business Response

  Date: 06/07/2024

  ****** ******** ******
  ************ *** ****
  ***** ***** ******
  ** **** **** ******* **** *****
  *** ***** ** *****
  
  *** ** ********
  
  Dear ***** ******,
  
  We reviewed the complaint submitted by ***** ****** regarding her Barnes & Noble Gift Card.
  
  We have thoroughly researched this matter and
  according to our records, payment has not been received for the gift card
  number provided.  We must therefore request that *** ****** provide us
  with proof of purchase such as a paid receipt or credit card billing statement
  to confirm the payment.  Without this information, we will not be able to
  take any further action on this matter.
  
  We show that the purchaser initially provided a credit card at the
  register for payment of the Barnes & Noble Gift Card; however, once the
  funds were added to the gift card, a system error occurred at the register and
  the payment transaction could not be completed.  Therefore, we were unable
  to obtain payment from the original credit card presented for payment by the
  customer.  While *** ****** indicates in her complaint that the
  transaction was completed at another register, we are not able to confirm this. 
  In fact, there were no other register transactions processed for the gift card
  number in question.
  
  In the complaint, *** ******
  states the purchaser subsequently used a cash payment; this is not reflected in
  our system.  As
  there were no additional register transactions confirming payment of the Barnes
  & Noble Gift Card, the funds were subsequently
  depleted. 
  
  If *** ****** has further supporting
  documentation, 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: 06/21/2024

  Better Business Bureau:
  

  Confirming that the complaint is "resolved" by B&N standards but I remain unsatisfied. 
  

   

  
  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:04/02/2024

  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 ordered a coffee at the Barnes and Noble ********* in ******** NY the girl ******* was super rude. She overcharged me and was very rude and unhelpful. She charged me extra then when I asked for a refund she was rude and said I need to get my manager very meanly. Then I reordered the SAME DRINK from a different worked and they didn't overcharge me. The worker ******* ** is very rude and unhelpful