ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I am currently have an active membership with Barnes and Noble.Recently, I purchased an item in the store that was on sale, and had a sticker on it that read 75% off.The original price of the item was $19.99.Because you are not able to receive double discounts, instead of applying a discount of 75% to the original price of $19.99, the transaction was modified to apply a 65% discount to the original price, and then an additional 10% off of this already discounted value.In other words, a 75% discount on $19.99 is $14.9925. The receipt shows a 65% discount applied to $19.99 ($12.99 discount) and then 10% off of this value ($0.70 discount) for a total discount of $13.69. I called trying to get more explanation on how discounts are applied, but was told I had to visit the store to resolve. and was NOT assured that sale purchases placed in the future would not have this same issue.As a member, I should not be paying more than a sale price for an item, and this behavior is highly concerning. and alarming.

  Customer response

  02/15/2022

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

• Initial Complaint

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern,I recently made a purchase at my local Barnes and noble. *************************************************** I just purchased Renegades: Born in *******(Deluxe signed Edition) Barnes and noble refused to honor the 50% off all hardcover books promotion. When manager ****** rang up my book it rang up at 50% off but, she overrode the price back to retail on front of me. She stated that title was excluded from the offer. I advised ******, that the only title they explicitly list ISNT eligible is **** *********s LyricsI even showed her a message from the Barnes and noble social team team were they confirmed the title was in fact part of the offer.I have reached out to corporate,and no one has Reached out to me. I have also been I contact with their social media team, and they have stated that an adjusted has been requested but, I have yet to hear back from anyone.I was given to option but, to reach out to the BBB for help.I have attached photos of my receipt.Thanks

  Business response

  01/24/2022

  ****** ******** ****** ************ ******** ***** ***** ********* *************************************************************************************************
  
  RE: ********
  Dear ***** **********
  
  We reviewed the complaint submitted by ***********************.

  We truly apologize ****************** did not initially receive the advertised promotional offer.

  Upon receipt of this complaint, we reached out to ****************** for further information. ****************** confirm that he was contacted by our corporate offices and the matter has been resolved to his satisfaction.  ****************** asked that we request this complaint be closed.

  
  If ****************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact us if you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* ***** *** ********* ******** ********* ********************** * *********************** **** ************* 
  

  Customer response

  01/24/2022

  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

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to publish my book with barnes and noble press section and my vendor account got rejected. I have contacted every email for their support and when I call or use the chat function they say they can't do anything and to email support. I don't have a single clue why my account was rejected, or even how to fix it and everyone I ask doesn't care. I tried to delete the account and it got nowhere so I canceled the request to delete it, but it won't even let me apply it to my writers account because my SSN is connected to the rejected application and I don't know what to do, how to get help, or how to fix this. I would like to at least just resubmit or even be told as to WHY it got rejected. It is the final step of publishing my book and my team of editors are working their hardest to make sure my book is ready and then barnes and noble threw a wrench in the whole thing!!!

  Customer response

  12/16/2021

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

  [Your Answer Here]

   they never contacted me, in fact they deleted my account that my book was uploaded to in order to be published  i have not had any resolution just more difficulties when it comes to barnes and noble and my book  

   

   

   

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

  Sincerely,

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

  Business response

  12/20/2021

  ****** ******** ****** ************ ******** ***** ************************* ** ********************************************************************** ***** ***********
  Dear *************************,
  
  We have reviewed the complaint submitted by ************************* regarding her BN Press Account.
  
  As stated in our B ***** ******* Terms and Conditions, under section 2 titled Term and Termination, We reserve the right to suspend your access to Barnes ***** Noble Press and/or terminate this Agreement and your Barnes ***** Noble Press account at any time with or without notice to you.
  
  Additionally, section D titled Information states You represent that all information you provide to us in connection with your account is true and correct and you agree to keep such information current. You may maintain only one account. If we terminate your account, you may not establish a new account. You will not use false identities or impersonate any other person or use a username or password you are not authorized to use. You authorize us, directly or through third parties, to make any inquiries we consider appropriate to verify account information you provide.
  
  Our records indicate ****************** attempted to setup a publisher account on October 26, 2021; however, the account was rejected by our audit group as the details provided could not be verified, and ****************** did not respond to a request to contact our BN ********** directly for further assistance.  On November 2, 2021, ****************** attempted to set up a second publisher account using the same taxpayer id.  This second account was rejected in keeping with section D of our Terms and Conditions provided above. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  
  ********* ***** *** ******** ******* ******** ****** ***** ****** **** ************* 
  
  

  Customer response

  12/21/2021

  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:

  not one single person messaged me. 

  i was not called or texted or messaged or contacted in any way or form to notify me of anything. my account was rejected and i contacted them to resolve, solve, and move forward to fix the issue at hand. if i was contacted to have help, i wouldnt have done this and be this frustrated.  

   

   

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

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

• Initial Complaint

  08/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  4/24/21, order #**********, purchased These Violent Delights book by ********** for my daughter. Used $10.00 gift card for part of purchase, and $9.19 on card for remaining. Order was delayed several times then order was canceled by Barnes & Noble on 8/3/21 because they were unable to fulfill order. By this time I no longer had gift card in my possession so I requested refund. Rep stated credit card had not been charged, but it had and showed that on my end when checking card statement. I notified Barnes & Noble. Now a different rep tells me it was a temporary hold, and funds were released. So I check on my end again, and funds were charged but never reimbursed on credit card. I explain that there has been nothing, but issues and I am taking business elsewhere so I am requesting a full refund via check or back to credit card. They put $10.00 back on card, and I explain once more that I dont want it back on the gift card. They ignore my request and place the $10 back on gift card.

  Business response

  08/26/2021

  ************** ****** *************** **** ******************************** ****** ************************************************* *****
  
  RE:ID ********
  
  Dear******* ******
  
  Wereviewed the complaint submitted by *************************.
  
  Whenan order is placed through our website, the payment method is authorized forthe amount of the order, which puts the funds on reserve. The charges are notmade until the order ships. If the order is cancelled for any reason prior toshipment, we immediately release the authorization. However, depending on thebanking institution, it may take 2 to 5 days for the funds to be unreserved, aprocess over which ****************** has no control.
  
  We show that authorizations were obtained on ********************* methods at the time the order was submitted on April 24, 2021. However, as we were unable to fulfill the order due to inventory issues, Ms.Pickerings order was cancelled and the authorization were released. We can confirmthat ************** credit card was not charged for the cancelled order. If ********************** see a charge on her credit card statement, we ask that sheprovide us with a copy of the statement showing the Barnes & Noble chargeso that we may research this matter further.
  
  Withregards to ************** request for a refund of her Barnes & Noble Gift Cardfunds, we do note on the back of our Barnes & Noble Gift Cards under Termsand Conditions, This gift card will not be exchangeable for cash except whererequired by law.  We do show that ************** Barnes & NobleGift Card has been applied to another order placed by ********************** on August17, 2021, which was delivered on August 21, 2021.
  
  IfMs. ********* has any further questions, she may contact me directly at ************* M-F 9am 5:30pm EST.  Please do not hesitate to contact me shouldyou have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** ************* ******** ********* ********************** * *********************** **** ************* 
  
  

  Customer response

  08/27/2021

  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,
  
  *************************
  
  
  
   
  
  

*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. ↩