Barnes & Noble Reviews 1,900

Thank you to Nate who helped me at the Resource Desk of the Fort Collins Barnes and Noble store the week of 12/25. He went above and beyond sourcing maps for me at multiple locations, and having them sent to the FTC store. Thank you!

Online ordering is a mess. I ordered books for several people and had to cancel it twice since the website us not user friendly. I tried to order books at the physical store but was unable to add note. How are people supposed to know who sent them the books. After this I will never order online.

Barnes and Noble fraudulently withheld my royalties that they show they owe me and also did not record some sales of my book so that they can further cheat you out of royalties. I have proof of these allegations which I am happy to provide. Just call me at 201-708-7263. Barnes and Noble sent me an author copy of my self published book that I paid them for. When it arrived the printed version did not match the print preview and the professional I was working with confirmed this fact. Barnes and Noble refused to make this right despite the fact that I provided them with all of the evidence proving my case. I also have a tax exempt certificate and they charged me tax and never refunded it. I waited several months. I followed all of their instructions. So I charged back the amount of 30.00 and I prevailed. The bank ruled in my favor.

Now almost a year later, after I have been purchasing author copies during the whole year, they refuse to ship my book to me. I could understand their position if they had prevailed in the dispute, but they LOST and have resorted to very unethical business practices over 30 dollars when I am trying to place an order for 3,000 dollars. What business in their right mind does this?

Their platform was a nightmare to deal with and I strongly advise against using them for self publishing. Go to a more reputable company like Ingramspark. Barnes and Noble is spectacularly unethical! What they did may even be illegal. I have contacted the AG's office and they want me to file a complaint.

Update: Three days after I wrote this review Barnes and Noble took my book off sale I believe in retaliation for my review, but again never contacted me. Like I said they are highly unethical. How bizarre over 30.00 for a book that they printed incorrectly AND I WON the dispute with the bank. As per their response below I did provide them with my contact information yet again and I have not heard from anyone. Their response below seems to be their standard response when in fact they have no intention of contacting the reviewer.

Update: 12.13.22 Now it seems that also in retaliation for my review Barnes and Noble is withholding my royalties. The proper procedure would be to sue me in small claims for the 30.00 not take my book off sale and refuse to pay my royalties. On top of not paying royalties owed, they have not recorded other royalties on their reposts and I can prove this allegation. They lost the dispute with the bank. Their sole remedy is small claims. There is nothing in their terms and conditions either that allows them to withhold royalties or take my book off sale. Also after I posted my review they asked for my contact information. I provided my phone number yet again and on one ever called me! One of the most troubling things about this whole ordeal is not once did anyone from Barnes and Noble ever pickup the phone and talk to me. Not once in an entire year. Emails are great, but there comes a point where they are ineffective and one just had to pick up the phone and talk to the person. B&N prefers to hide cowardly behind email. Whomever has been handling this whole thing should be fired and I suspect they will be once the attorney general gets involved. The only good thing I can say is nothing and I don't believe that I am being unfair in my assessment.

Update: BS that you are interested in more info. That is a very broad request. If you were really interested in doing right by me you would indicate what specific info do you needed This is just a response by a bot. In the meantime I went to Ingramspark. I had not one issue uploading my book and there customer suuport is outstanding! They are very responsive and helpful. Plus by shipping the books myself I have quadrupled the amount that I keep! Barnes and Noble was paying me a paltry 1.92 per book. Please stay away from Barnes and Noble if you are an author.

Purchased three items on 12/8, one to be shipped and two to pick up. Got confirmation email saying I was charged for and purchased all three items. Went to pick up my items on 12/9, it took three in-store reps to figure out that BnN mysteriously canceled one of my items. That means they also removed my bogo 50% discount on the book. Didn't bother to inform me. Since I needed all three items, they were a set, I asked to cancel my order altogether so that I may re-purchase them and have all three items shipped, and receive the discount. The in-store rep told me they couldn't cancel it, I had to ask customer service to cancel it. So I tried using their chat, rep was useless and can't modify or change the order in any way. Couldn't change the missing item to be shipped, couldn't cancel the order, refused to let me place a new order with the rep so the missing item could be shipped and I could receive the discount and shipping reduction, since I have already paid for shipping on my original order. Informed repeatedly that I needed to call the customer service line, they are the only ones who could cancel my order. I tried their email option, they never responded. I tried going back to the store, they said call customer service. So I called customer service and was on hold over 40mins. First rep is from India, can't be bothered to do anything about my order. Demanded a manager. The manager is just as useless, refuses to cancel it, refuses to change it to shipped, refused to let me place a new order, refuses to let me switch it to pickup at a different store that had it in stock. Had to ask for HER manager. Finally I get a really nice sounding lady, told her I just needed to cancel my order. Mind you all this has happened in less than 24/hrs after placing my order, which they canceled 33% of without my knowledge or consent. Finally she says yea, no problem, let me cancel that whole order for you, you will get an email confirming the cancellation. I thank her profusely, since this is all i ever wanted, they cancelled 33% of my order, they can cancel the other 66%. Two hours later, I still havent received confirmation that my order was cancelled and the website shows it as processing still. So there is a good chance they STILL havent canceled my order, even after getting to second stage management and being told repeatedly this is what I had to do to get my order canceled, an order that they sold me and refused to provide. Most likely I get to scream at them some more tomorrow. Seriously, just cancel my order, you sold me a book you don't have, then demand that the only way to receive the book I paid for is to place another order, at full price, and pay shipping, again, as a fully different purchase. I always loved shopping at BnN but never again after this. ***************UPDATE**************** As predicted, that second tier, top corporate management that promised me profusely that this order was cancelled, at 5:30pm 12/9, lied to me. She didnt bother to cancel the order. The charges went from pre-authorization, to a full charge, so I am being charged for an order I was promised that was canceled. The one book has been shipped, after I had already canceled it. I am on hold, right now, with the customer support line, for another 40mins so far, telling them I was promised this was cancelled. According to the reps, this order is still active, so your top tier management lied. I am speaking to the highest level of managers available on phone support right now, who is fully admitting that her coworker, whom I spoke to at 5:30pm on 12/9, also a top level phone support manager, lied to me repeatedly, that there was no guarantee of a cancellation and she was only putting in a request, but that first top tier manager promised me that she was personally canceling it at that moment. The ten minutes I spent on hold, with that top tier management, while she said she annotated my account to say it was cancelled, was a lie. Saying I would get a confirmation email that it was cancelled, was a lie. I am now supposed to get a call back eventually from an even higher manager, but they won't be bothered because it is the weekend. Barnes and Noble values literally the $8 by removing a discount from book more than a customer who has spent thousands in their store. Even their top levels of customer service management are liars and useless at their job.

Barnes & Noble has provided me with excellent customer support, both in person and via telephone/email. They have taken the issues with my orders seriously and provided very reasonable solutions. When I went to pick up the order in question, I was also greeted with a complementary Starbucks voucher. Little details, but from start to finish, B&N Customer support was excellent, thanks!!

They charged me 5 times for an ebook they never sent to me! I purchased, I was charged 5 times, they did not deliver the ebook. They said I wouldn't be charged - I was 5 times! Still waiting on a refund or for them to provide the order. Made a complaint and request for refund - no response. Terrible service!!! Will never, ever use or recommend B&N again! This once reputable business are now crooks and thieves!

This is the second time I ordered a book from Barnes & Noble this year (2022) that arrived with warped, ripply pages. This is generally due to humidity or damp environments.
A brand new book at retail prices should be pristine. The book also has a mildewy smell to it.
I'm returning it.
It's a pity because I've always loved Barnes & Noble and have bought many books from them over the years. No more.
They need to fix this problem by storing their books appropriately so this doesn't happen anymore.

I ordered an item from Barnes & Noble online. On day of delivery I noticed at the bottom of the UPS tracking page a reference to shipping to a PO Box. So, at that point I realize that Barnes & Noble has somehow shipped to an address that I have not used in at least 3 yrs! I immediately logged back on to the site to see if I had missed an entry for my old address somewhere in my account and address settings. Nope! It was nowhere to be found and cannot figure out how they could have done this. I called them to let them know and they basically said there was nothing they would do for me nor could they explain. As far as they're concerned it was not their problem! Since I live elsewhere now, I don't have the option of going to the PO to get it and Barnes & Noble said if it's returned to them they will give me a refund. Not good enough! They OWE me a replacement for that item now. As far as I'm concerned I will never do business with them again. I don't need that kind of treatment.

Can not update password, email with link to reset password does not work, I never receive the email to reset. Customer service is a joke, they are doing good to speak the english language.

Website won't load...trying to buy vinyl records but easier from other retailers.

Surprise surprise it’s been about 2 months now and I’m still trying to get my money back from my botched order. My PAYPAL IN 4 reciept has been sent to my email because as I said before I paid thru PayPal in 4 $75 for 4 books that were sent to the wrong address so I NEVER GOT THOSE BOOKS. Then BARNES AND NOBLE OFFERED. Again THEY OFFERED to “fix” the mistake and resend my order to my actual house and so I said yes because since it was their mistake they sent my books to the wrong address. Then they charged $35 more for THE SECOND SET OF BOOKS THAT THEY OFFERED TO SEND ME. And they didn’t even send me all 4 books. Barnes and noble is literally the worst book store I have ever ordered from my entire life. I will only be shopping locally from now on and I suggested you do too!!!! They have horrendous customer service and will RIP YOU OFF. I have the reciept for both charges so Barnes and noble don’t give me the bullsh¡t of you didn’t charge me the first time because you absolutely did. I literally have both receipts!!!!! I have now paid $110 for 3 books when I ordered 4.

I ordered something on SEPTEMBER 22 and now it's scheduled to arrive on November 18 almost 2 months after I ordered it

Ordered a book online and changed the shipping address to my current address, and I confirmed before submitting. Did not change in the system somehow and order was sent to a address from 15 years ago. Called customer service and was told they will do nothing unless the person at that address returns and then I will be notified or a credit issued. Done!

Went out of my way to include a gift message on this purchase as it was intended for my sons birthday. When they failed to include the message, the only response given was that it was unfortunate but there's nothing they could do.

I have been a long-standing customer with Barnes & Noble, and their Nook app. I purchase between 50 and 100 Noon books per year. Mostly new releases. I just placed an order for immediate purchase of 3 new release E books. I inadvertently forgot to select e-book on one. And I processed as a hardcover book to be shipped. I am mediately called Barnes & Noble and was told that it could not be canceled. There was no option online to immediately cancel either. They said I would have to wait until it delivered and return it. This is totally unacceptable. And not very good customer service. It is pretty bad that within 20 minutes of ordering some thing it cannot be canceled. I am so disappointed after all these years.

Preordered a signed copy of the book in April at a premium cost to buying a copy upon release locally given exchange rates and shipping, because I really wanted a signed copy.

Item was received yesterday and was not signed. Online customer service could not explain the reason for the issue, then kept giving me incorrect information. First I was advised they could send me out a replacement, which apparently they can't as I live internationally, then I was told that they could refund me in full so that I could repurchase a signed copy, but they were no longer available online (but appeared to be in store).

I then asked to escalate the issue, and instead of referring it, I was given a US phone number to call. I then asked if there was an email as I live internationally as they know. I was given an email address (though really, it should just have been referred on by the agent) and in the time I had sent an email asking if I could be sent one of the signed copies available instore, the customer service rep refunded my order without permission. I now need to try and source another signed copy, and it appears I can get one from the UK, but it is far more expensive for me than ordering from the US.

What is the point of making a presale available to secure an item when you don't even fulfil the order. A terrible customer service experience. I won't be using them again.

It was easy to order online, my package arrived in a timely manner

The vinyl album I received was in bad shape. the label was pealed and bubbled and the vinyl itself was dirty and covered with scuffs and dirt on both sides.

the books arrives in time, excellent service, great job, well done!!

Paid for a new book shipped it torn. All pages removed from hardcover.