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 Stores

  PO Box 111 Lyndhurst, NJ 07071

• 

  Barnes & Noble

  2191 N Rainbow Blvd Las Vegas, NV 89108-7052

• 

  Barnes & Noble Membership

  PO Box 888 Downers Grove, IL 60515-0888

• 

  Barnes & Noble Booksellers - All Locations

  3050 Beeline Rd Holland, MI 49424-8022

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:11/20/2023

  Type:Customer Service 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'd been having great difficulties trying to access my Vendor Account on the ********************** and Noble Nook Publishing in which I had set up with them on 8/7/2023 to publish a book. I called them today to request for a direct number to call a head manager or head supervisor on duty to file my grievance. The operator told me that she couldn't give out any phone numbers of the managers or supervisors of Barnes and Noble Nook Book Publishing in which I thought was very suspicious. They have all of my banking information, my home address, my direct phone number, and my social security number. When I did receive an email from them, my Gmail account told me that this email looks very suspicious.I am very worried that someone is using my social security number on Barnes and Noble Nook Book Publishing. Each time I try to set up my Vendor Account, it reads: "Your vendor registration is incomplete. To sell a book you must be a verified vendor. Complete Vendor Registration. We've detected that your Tax ID (SSN, EIN or TIN) is already in use with another account. You will need to use a different Tax ID to finish creating a vendor with this B&N Press account."I sent you two attachments regarding this grievance.I am very worried that someone working there is scamming me and using my social security number on this Vendor Account for ********************** and Noble Nook Book Publishing. Can you please help me resolve this situation as soon as possible.Kind Regards,******************** November 17, 2023

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/10/2023

  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 was enrolled in automatic renewal of yearly membership and opted to discontinue this in 2022. I did so using a telephone automated service. I assumed I was refunded the $25 and would not be billed further. I saw a charge on my credit card again this year, so called to inquire. I was told I had been billed last year and this year and there was no record of my cancellation and no way to refund the Nov 2022-2023 fee and no way to voice a complaint. Barnes and noble does not have a complaint or customer satisfaction department. So, I am hoping to get a resolution via this BBB avenue. Thank you for your attention.

• Initial Complaint

  Date:11/06/2023

  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.

  I have been denied the ability to place an online order due to a dispute dating back to 6/2021 according to Barnes and Noble. They couldnt give me details other than the date. I called my ****************** fraud department and they didnt have a fraud dispute for all of 2021 or 2022. I spoke to the Mastercard billing department and there was a charge of $25.00 on 5/13/2021 disputed and resolved in my favor on 5/30/2021. What she could see was it was for something ordered and never received. Because of age and mobility issues Id like to place an online order using my Barnes and Noble gift cards I received from my daughters.

  Business Response

  Date: 12/02/2023

  ****** ******** ******
  ************ ********
  ********************************
  *******************************************************************************
  
  ***** ********
  
  Dear ***************************,
  
  We reviewed the complaint submitted by **********************************
  
  Our records indicate that there are no restrictions on **** ********** account to prevent her from placing orders on our Barnes & Noble site.
  
  In fact, we show that *********************** placed an order as recently as November 4,2023, for a store pickup.  We show the order was processed and was picked up at our **************** Barnes &Noble location on November 5, 2023.
  
  If *********************** requires any further assistance, she may contact me on ************* M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********************
  Sr. Consumer Affairs Advocate
  ***************************************
  

• Initial Complaint

  Date:10/30/2023

  Type:Sales and Advertising 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.

  To whom it may concern Today October 30th,2023 I returned to shop at Barnes & Noble having had a pleasant shopping experience back in July 2023.I found a copy of the illustrated book ********************* honor among theives ' by ************************* but it was priced at $45 . I also picked up 8 magazines of the top financial news (Forbes etc) . When I went to the cash register I showed my online coupons from a website with 'Barnes& Noble ' coupons . None of them worked . So I put the book aside since I couldn't afford $45 on my social security. I paid $86 for the magazines in order to keep my husband with dementia from sinking further into memory loss and loss of cognitive function. As I left the store I recall when I purchased 'Journey of souls' at this Barnes & Noble in July 2023, they price matched Amazon prime (must be sold by Amazon prime) . I went back in and showed them the Amazon prime listing which is $24.95 at this time with 45% off . I asked to buy the book at your store for this price. The cashier and manager looked me dead in the eye and said 'we do not price match amazon . We have NEVER price matched Amazon. I said I just bought a book 3 months ago and you price matched 'amazon Prime's discounted price . The manager and the clerk said 'we have never price matched Amazon ' . I'm at home and I have the receipt . The price match discount is on the receipt . This is infuriating! This is an outrage ! Pick a policy and stick with it why don't you ?

  Business Response

  Date: 11/22/2023

  ****** ******** ******
  ************ ********
  ***** *******************************
  *******************************************************************************
  
  ***** ********
  
  Dear *******************************,
  
  We reviewed the complaint submitted by ********************* regarding our Barnes &Noble price matching policy.
  
  Please be advised that our policy is that we do not price match other retailers. This has always been our policy.  There have been no changes made with regard to our policy.  There may be instances where our Barnes & Noble price will be lower on an item, and instances where another retailer may offer an item for a lower price. At Barnes & Noble, we take pride in providing our customers with a vast selection, excellent service, and great values.
  
  We have attempted to speak with **************** to obtain specific details regarding his claim of a price match on his Barnes & Noble purchase.  We have left a voicemail with our direct contact information; however, we have not received a response from *****************
  
  We were unable to reach **************** at the telephone number provided.  If **************** provides a copy of his July Barnes & Noble receipt reflecting a price match, we will look further into the matter and respond accordingly.  **************** may reach us directly at ***** ******** 9am 5:30pm EST.
  
  Please do not hesitate to contact should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********************
  *** ******** ******* ********
  ****** * ****** ****
  *************************************** 

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shortly before noon on October 24, 2023, my family and I were shopping in the Barnes and Noble store in ************, **. While shopping, I saw a HOME ALONE Lego set on a display with other Lego sets. The box was an empty sample box and had a valid price tag of $179.99. I took the box to the checkout and the clerk said the full box was behind the counter. She retrieved it and rang it up on the register. It rang up $299.99. I showed her the price on the box off the shelf. She called her manager and the manager came to the front. She made a phone call (as I understand to her General Manager). After a few minutes, she turned around and said they could not sell it for $179.99 because they had a contract with Lego. That was it! If nothing else, it is terribly poor customer service. I'm not sure of the legitimacy of this answer, but I plan to file a complaint with the ******** Attorney General.

  Customer Answer

  Date: 11/21/2023

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

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 10/10/2023 Billed for membership. Last year I stopped at the sight-talked with the manager and requested that my name be removed from their membership. I received a refund then and was assured i would never be billed again.. Again a charge for membership showed up on my credit card statement that I just received.

  Customer Answer

  Date: 11/19/2023

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

  Business Response

  Date: 11/22/2023

  ****** ******** ******
  ************ ********
  ******************************
  *******************************************************************************
  
  ***** ********
  
  Dear *************************,
  
  We reviewed the complaint submitted by ************************************ regarding her Barnes & Noble automatic renewal charge.
  
  Our records indicate ************************* membership was purchased at our Barnes & Noble store in *****, ** on November 10, 2021.  When ******************************** purchased her Membership at the point of sale, the PinPad advised that the annual Membership fee would be automatically charged to her credit card. The PinPad at the point of sale contained the following excerpt from the B&N Member Program Terms and Conditions.  This paragraph which must be checked in order to accept the Terms and Conditions and for completion of the transaction:      
  
  "I agree to the Barnes & Noble Member Program Terms & Conditions.  My membership will be automatically charged annually, 30 days before expiration,to the credit/debit card (except a debit card requiring a PIN) from todays transaction. (If Cash was used, the Membership will not auto-renew.)  I may opt out of auto-renewal any time before the charge, via my BN.com account or by calling ************."
  
  As stated in the Terms and Conditions, the Automatic Renewal Membership fees will be billed annually and automatically to the credit or debit card (other than a debit card that always requires a PIN ******************************** provided when she enrolled in Membership or the form of payment we currently have on file for ***************, in the amount of the current Membership fee, approximately one month prior to your Membership expiration date.  Once a membership is enrolled in automatic renewal, Barnes & Noble will make the attempt to charge the credit card on file each renewal period.  The only way the renewal process can be halted is for ******************************** to contact our customer service or sign in to her ********************** account to cancel the automatic renewal. To view the complete Membership Terms and Conditions,please visit: ****************************************************************.
  
  We apologize we have no record of any previous cancellation requests made through the store from ********************************;  therefore, the 2022 and 2023 renewal charges were processed in accordance with the Membership Terms and Conditions to which ******************************* agreed to with her acceptance of the Membership purchase. For the most recent renewal charge processed on October 10, 2022, a chargeback was received from ************************* credit card issuer on October 30,2023.  A chargeback means that ******************************** has received her refund for this renewal charge.
  
  Please be advised that the membership has been removed from the automatic renewal program so that no further renewal charges will be processed for the account.
  
  If ******************************** requires any further assistance, she may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  ********* *****
  *** ******** ******* ********
  ****** * ****** ****
  *************************************** 

  Customer Answer

  Date: 11/22/2023

  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 I do not find the response accurate.  I did not purchase my membership In *************.  I live in ******** and puchased at a store in ********.  I went to that store over 1 year ago to cancel the membership and was told at the time it was cancelled.  Also you refer to a *************** in the response.  Who is that?   I have received a refund through my credit card company so am satisfied with that outcome.

   

   

   

   

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

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

• Initial Complaint

  Date:09/28/2023

  Type:Product 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 & Noble changed their membership plans and i had to upgrade when i renewed to Premium Membership. B&N said I would receive a free tote with my membership. Online it said I could have the tote mailed to my home. I am unable to walk well and it is very difficult to get to a store. I have called and was told they cant mail my free tote. I then emailed the Barnes & Noble ***************** [Ticket: *******] and was told they will mail the tote and to call again. i called again today and was told the same thing they can NOT mail the tote. I asked for a supervisor and was left on hold 15 minutes until i hung up. I just want my free black & gold tote that i am *********** with my membership mailed to my home. thank you. *****

  Customer Answer

  Date: 10/23/2023

  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:09/08/2023

  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.

  My complaint is against the Barnes and Noble Book Store located at ******************.On 9/6/23 My daughter purchased a required Pre-Calculus Book for one hundred and ninety-eight dollars. When she went to upload it, she was unable to do so. When she went to class, the professor realized that he had errantly put the wrong book. Upon her attempt to return the book, store manager ********* "****************, refused a refund nor did he offer a store credit citing the code had been exposed. Again, by no fault of her own, she would have to open the book and obtain the code in order to upload the book. To make matters worse, the manager stated, "you can call me a bully" which was inappropriate for a situation such as this. I believe we should be refunded the full amount of the textbook or at least a store credit so that she may purchase other school essentials.

• Initial Complaint

  Date:09/06/2023

  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 placed an online order at the ********************* Bookstore. Because the order was taking far too long, I reached out to cancel. I was told it was a vendor issue and they had to contact the vendor. several days later i reached out again to cancel the order. I got no response. Then a week later i got charged for the item. I called the corp office and they contacted the individual bookstore but also have not heard back. The lack of a brain within ********* in store staff at ** is appalling. I just want a refund.

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service 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 refuses to communicate regarding a book that I am trying to have printed. They have placed a barcode on top of ours on the back page of the book and nobody on the phone can do anything and nobody answers my million emails. This is absolutely ridiculous. I need someone to ANSWER ME.