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Business Profile

New Books

Barnes & Noble, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Books.

Complaints

This profile includes complaints for Barnes & Noble, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Barnes & Noble, Inc. has 180 locations, listed below.

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    Customer Complaints Summary

    • 177 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 5/23/23, I opened a Barnes & Noble account and bought a Premium Membership for $39.00. I proceeded to order 81 books, at a cost of $1,300, that I sent to my clients as a summer reading gift. Barnes and Noble incorrectly came to the conclusion that I was reselling the books rather than giving them as gifts, and closed my account without warning or explanation. The company refuses to reinstate my membership, and they also confiscated the $130 in rewards that I accumulated as a result of this order.

      Customer Answer

      Date: 07/11/2023

      Better Business Bureau:

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

      Sincerely,

      ***************************

    • Initial Complaint

      Date:06/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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 for three items, one of which is a book, order # **********. I gave the book as a gift to a friend. Recently I found out that the friend had not read the book. They are an avid reader so I asked why they had not at least exchanged it. They said that they had tried to exchange it for a gift card at the store in January and that the store refused. I am upset that they've had this book sitting around and were unable to get something else they would enjoy. There is no reason why they should have been refused store credit and it was inconvenient for them to drive there and upsetting to them to be turned away. We are disappointed with the store. Therefore, I want a full refund for the price I paid to my original credit card I used to buy the book so something else from another retailer can be bought for my friend. The card ends in ****. If not, I will complain to my credit card company shortly because I looked at your gift return policy before purchasing this gift, and that policy was not honored. I am willing to ship back that hardcover book in brand new condition if I am provided with a label that I can print out, or mailed a label. You have my valid, current address. The label needs to be *** or ***** not ******

      Customer Answer

      Date: 06/30/2023

      Better Business Bureau:

      Unfortunately, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********. I would still like the company to provide me with a cash refund in some way.

      Sincerely,

      ***************

    • Initial Complaint

      Date:05/24/2023

      Type:Product Issues
      Status:
      Answered
      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.
      An item in my Order No: ********** said it was delivered and left at front door when it wasnt. It was a LEGO *********************** set. I promptly contacted Barnes & Noble, and they kept telling me I would be refunded in ***** business hours. I even called and spoke to a manager who said she wasnt sure why no one is getting back to me and that she would refund me if she were able to but that she didnt have the option. She said she put a note on the order so whoever reviews the request will see it. However its again been an additional ****************************************

      Business Response

      Date: 07/10/2023

      ****** ******** ****** ************ ******** ******************** ******************************************************************************* ***** * ********
      Dear *** ****,

      We reviewed the complaint submitted by ******************

      Our records indicate *** *** order was shipped via *** tracking #****************** on May 10, 2023, and shows delivered on May 11,2023.   We show that ******** contacted ** on When ******** contacted ** to advise she did not receive her package, an investigation was opened with *** into the delivery of the package.  This investigation typically takes anywhere from **** business days for *** to complete, and we apologize for the extended timeframe needed for *** to notify us of their findings. 

      Upon completion of *** investigation, the decision was made to refund *** *** order.  We can confirm that a refund of $331.49 was processed on June 13,2023, to *** *** original method of payment.

      Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,

      ********* ***** *** ******** ******* ******** ****** * ****** **** *************************************** 


    • Initial Complaint

      Date:05/18/2023

      Type:Product Issues
      Status:
      Answered
      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 returned a brand-new book titled simplified irrigation design on order no. ********** to Barnes & Noble using the packing slip included with the original package and my shipping label. The order number was manually written on the outside of the box. **** Priority Mail confirmed delivery on April 24 with tracking number **********************. Despite returning the book brand new and still sealed within the 30-day allotted timeframe, I have yet to receive a refund or confirmation that one will be issued. Please refund the amount owed of $121.65 to my original payment method. Please find attached the return shipping label and receipt. Thank you for looking into this matter.

      Customer Answer

      Date: 06/11/2023

      Better Business Bureau:

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

      Sincerely,

      ***************************

      Business Response

      Date: 07/19/2023

      ****** ******** ****** ************ ******** ***** *************** *************************************************************************** ***** ********

      Dear *** ****,

      We reviewed the complaint submitted by *************************** regarding her returned order.

      We can confirm a refund of $112.66 was processed on June 28, 2023, to ************** original method of payment.

      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:05/15/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Recently, I ordered a single book titled "Common Errors in English Usage" by ********************* in paperback for the price of $19.00. It was my very first online order and it will be my very last order from Barnes & Noble. I will be choosing some other company besides Barnes & Noble. Now that there are fewer book stores available some companies are choosing to lower their standards. The condition of this book made it untouchable for a human being to hold within their hands and read. "Common Errors in English Usage" was down right TOXIC! I will not be returning this book and spending one extra minute within this situation that Barnes & Noble has placed me in. I just do not understand why this company chose to send this book to me in this condition. The book is practically unusable.

      Business Response

      Date: 07/27/2023

      ****** ******** ****** ************ ******** ***** ******* ********** ******* ***************************************************************************
      RE:ID ********

      Dear *****************,

      We reviewed the complaint submitted by *************************** regarding her online order.

      Our records indicate **************** submitted her order on our Barnes & Noble site on April 30, 2023.  We show the order was processed and was shipped on via *** tracking # ******************.

      At Barnes & Noble, we pride ourselves on providing the highest quality merchandise and we sincerely apologize that the book **************** received did not meet these standards.  As we do not expect our customers to keep any merchandise with which they are not satisfied,we offer our Barnes & Noble Return Refund Policies.  However, in the essence of customer service,we issued a refund of $27.24 to ****************** original method of payment on June 14, 2023.   

      Additionally,a detailed voicemail was left for **************** apologizing for her experience and notifying her of the refund.  We further advised **************** that we will not require a return of the book.  **************** was provided with our direct contact information should she require any further assistance. 

      Please do not hesitate to contact me should you have any further questions or concerns.

      Respectfully,



      ********* ***** *** ******** ******* ******** ****** * ****** **** *************************************** 

    • Initial Complaint

      Date:04/14/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Book at the ******* Store on 4-11-23 #*********** And its coming from the ***** store. I Went to the ************** to get an Update because I NEVER Heard a Word About It NOW.THEY ARE REFUSING TO HELP ME AND THEY ARE REFUSING TO TELL THEM THAT MY BOOK GOT SHIPPED AND NO TRACKING NUMBER NOW.

      Customer Answer

      Date: 05/10/2023

      Better Business Bureau:

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

      Sincerely,

      *****************************

    • Initial Complaint

      Date:04/03/2023

      Type:Billing Issues
      Status:
      Resolved
      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 tried unsuccessfully for years to cancel my Barnes and Noble membership. I signed up for the membership 10 to 15 years ago; I cannot remember exactly when. I get charged $25.00 annually to my checking account. I receive no invoice for this through the mail or electronically. Over the past 5 years, around the time I get charged for the membership, I've attempted to cancel my account via phone call and online methods. However, I do not have my membership card and I cannot get my membership number from Barnes and Noble. Without the number, they won't let me close the account. I've provided them all of the information requested that I have available and they keep saying "some of the information does not match our records". I'm in the military and have had probably 10 different addresses and a couple different phone numbers since I set this up. **************** is an endless loop of helplessness. It is not much money, but I don't have the ability to use the service without the number, I have no Barnes and Noble near me that I'm aware of and I'd like to be free from this membership. Please assist if able.

      Customer Answer

      Date: 04/18/2023

      Better Business Bureau:

      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. My account was closed and I was issued a refund for this year and a gift card to account for charges the past two years. Thank you for escalating this issue and helping me achieve resolution.

      Sincerely,

      ***************************



       

    • Initial Complaint

      Date:03/29/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 ********** on Barns and Nobles website this morning around 728am but did not receive a email confirmation and receipt. I started an online chat on their website and they said they had the wrong email address and couldn't change it to the correct one and to call them. I called Barns and Nobble ************ and was told they cannot change the email address. I told them i was concerned about whoever received the confirmation will change the order and cancel or change the shipping address to them and steel it . She said there's nothing they can do. I asked for the email address they had for the order number and was told they cant give it to me.

      Customer Answer

      Date: 04/03/2023

      Better Business Bureau:

      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:03/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      ********** doesnt want to release my ISBN - which I purchased at the ********* national ISBN provider, its not theirs - to ingramspark. I have already set up three requests and Barnes and Noble rejects, as if the ISBN was provided by them. Please see attachment with proof I purchased ISBN and proof Ingramspark said B&N is rejecting transfer.

      Customer Answer

      Date: 04/21/2023

      Better Business Bureau:

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

      Sincerely,

      ********************* ******

    • Initial Complaint

      Date:03/24/2023

      Type:Product Issues
      Status:
      Unanswered
      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 provides no way to cancel their membership online, and no way to cancel autopay for memberships. I had noticed a $25 charge on my credit card this month for the membership, so went into my online account to disable autopay - but there's no way to do so. Also, no payment method is on file, so I'm not sure how they kept charging a card they shouldn't have kept any information on at all - it's not visible in my account, so where are they keeping this information?I emailed ************************************* as per their web site, and requested to turn off the auto pay and cancel my membership. I received an email back from customer service stating in part: "We have refunded your Membership fee, as requested. The refund will be issued to your account within ***** hours."Today, I noticed an additional charge - not a refund, but an additional $25 - charged to my credit card. I emailed the company back informing them as such, and requested they remove all my personal information, credit card information as well, and refund BOTH charges (for a total of $50). I received a response back stating that my refund was processed - that is clearly NOT TRUE, as I have the credit card statement showing an additional $25 was charged to my card. I asked my entire account be closed and all my personal information removed, this is a company that deals in shady business practices and I regret ever becoming a member.

    Barnes & Noble, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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