B&N Customer Service Terrible!

B&N Customer Service Terrible!

Posted in the Barnes and Noble Forum

CMckeon

Chambersburg, PA

#1 Jan 14, 2011
Ordered 5 "in stock" books from Barnes & Noble almost two weeks ago. Still haven't received them. Ordered them January 4th. Here it is, January 14th. Attempted to contact Customer Service 3 times by email and 4 times by phone. No response. Will NEVER purchase from B&N ever again!
Adam

Sand Springs, OK

#2 Jan 20, 2011
Ordered MP3 book and haven't got a download link for two weeks. They claims to send it in 60 minutes. Does somebody know what is the matter? Does this firm still exists? Adam, Jenks, OK
Diamond

South Easton, MA

#3 Jan 21, 2011
DO NOT BUY A NOOK! Not only are there multiple problems with the device, there are even more issues with B&N customer service or should I say lack there of? I got a brand new nook last year for Christmas when they first came out. Unfortunately, the nook was defective so I had to send it back right away and get a replacement one. I had to re-register, download my books again, download my pictures again and download my music again. Now the replacement device freezes up and had to call B&N to get help, AGAIN. They told me to take out the battery, press this, press that, etc. The Nook still wouldn't work so they said they would have to send a replacement, AGAIN. I said I do not want a refurbished Nook and they assured me that it would be new. I got the new Nook today but it wasn't new. It was pre-owned. I called customer service and they had the nerve to tell me it was the same thing as a new one. I said no, it wasn't. I paid for new and I wanted new. Long story short, the manager gets on the phone and says, B&N is only sending out refurbished Nooks. And at this point it is past the fourteen days I had to return the original defective nook so there was no way I was getting my money back. What kind of company does that? Sells defective merchandise and then won't give you a new replacement or stand by it's own product???? I will tell you what kind of company...the kind that thinks that it is big enough to not have to care about quality or service. So be advised of a poor quality product and an even worse customer service.
Ryan

Virginia Beach, VA

#4 Feb 3, 2011
Diamond wrote:
DO NOT BUY A NOOK! Not only are there multiple problems with the device, there are even more issues with B&N customer service or should I say lack there of? I got a brand new nook last year for Christmas when they first came out. Unfortunately, the nook was defective so I had to send it back right away and get a replacement one. I had to re-register, download my books again, download my pictures again and download my music again. Now the replacement device freezes up and had to call B&N to get help, AGAIN. They told me to take out the battery, press this, press that, etc. The Nook still wouldn't work so they said they would have to send a replacement, AGAIN. I said I do not want a refurbished Nook and they assured me that it would be new. I got the new Nook today but it wasn't new. It was pre-owned. I called customer service and they had the nerve to tell me it was the same thing as a new one. I said no, it wasn't. I paid for new and I wanted new. Long story short, the manager gets on the phone and says, B&N is only sending out refurbished Nooks. And at this point it is past the fourteen days I had to return the original defective nook so there was no way I was getting my money back. What kind of company does that? Sells defective merchandise and then won't give you a new replacement or stand by it's own product???? I will tell you what kind of company...the kind that thinks that it is big enough to not have to care about quality or service. So be advised of a poor quality product and an even worse customer service.
Diamond,

I had the same issue. The supervisor on the CS line gave me an email address for managment ([email protected]) . I have emailed them twice with no luck so far. They send "certified" pre-owned nooks but the warranty stays with the defective product. So I purchased mine in July2010 and started having trouble in November 2010. They just sent another one but the warranty will be up this July. I'm sure the preowned nook will be just as worthless as the first. Over 200 dollars down the drain and in the pockets of B&N. If anyone finds out how to get in touch with better support let me know!
Lois Hopkins

Tuscaloosa, AL

#5 Apr 16, 2012
I am furious,disgusted,annoyed,irri tated and raging angry over the incompetence,irrationality,bla tantly uncaring mishandeling of an order for my nook. I have spent over 2 hours and 3 days on the phone trying to fix their mistake. I have been lied to, disconnected and referred to over 4 different departments having to state the problem again each time. I placed an order, it was confirmed. I started reading the book which just disappeared 48 hours later. I was told my credit was denied-a blatant lie according to my credit company. There was no techincal support at 10pm on Friday night-closed. NOT fixed over weekend although promised it would be. Disconnedted on Monday. Does anybody at this company care? I will certainly go elsewhere next time I want to buy a book or tablet.
Sonya

Fayette, OH

#6 Mar 19, 2013
My Dad recently received a nook along with $75.00 in giftcards to purchase ebooks from B&N. My husband set up Dad's account and added his gift cards and walked him through the buying process. After purchasing $32.97 in ebooks we where then told that his remaining balance in gift cards was now only $9.06. We called customer service to get clarification on the balance and where told that $32.97 was deducted for ebooks and they place a hold on funds equal to the purchase. They also explained to me that the hold will be lifted in 24, 48 or upto 72 hrs. Now, am I the only consumer here that finds that unexceptable. This is a B&N giftcard that is verified of funds when installed on your account and the purchases are also from B&N. How is it that they can hold funds equal to purchase and I can't find anything out about the reasoning behind this, even when I speak with a cust. serv. manager. This is one very big reason we will not be doing business with B&N and we will be encouraging others to go elsewhere.

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