ComplaintsforBarnes & Noble, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a vendor with over 140 books uploaded. Every time I try to login to the vendor website, the site doesn't respond and just hangs there. It is very frustrating to say the least. Finally last week I signed in and ordered some books. I also want to upload 5 more books, b ut I can't.You need the Tech people to look into this: add more bandwidth, etc. Even when the site responds, it takes a long time. I have sent numerous requests for help and filled out tickets for support. But no one every replies. Please listen to my complaint, for I am sure the company is losing lots of money.********************************* *********************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Barnes & Noble sent an email on May 3, 2024 explaining that support would be ending in June, 2024 for its older Nook e-readers. Instead, without notice, Barnes & Noble ended support, on or before, May 30, 2024. This action rendered the Nook e-readers incapable of downloading material well before the written deadline, but not from purchasing content. No notice was sent before or even after, this change in support status.

  Business response

  07/10/2024

  ****** ******** ****** ********************* ***** ***************** ****************************************************************************************************** *** ********
  
  Dear *******************,
  
  We reviewed the complaint submitted by ******************************* regarding her NOOK Simple Touch.
  
  In November 2023, Barnes & Noble began notifying owners of a group of NOOK devices which were released in 2011, 2012, and 2013, that we will cease support of these devices in June 2024.  We have sent several emails to customers regarding these changes, and as of May 30,2024, the changes have been implemented.  Customers are no longer able to register or purchase and download new content on these older devices.  Please be advised that customers are still able to read already downloaded digital content (eBooks, magazines, newspapers,audiobooks), and to sideload non-B&N content such as ePub, PDF, and PDB files to read on their devices. 
  
  This action taken by Barnes & Noble is not specific to our NOOK products but can occur with certain older electronic devices that face limitations in terms of compatibility with newer software and services.  Additionally,there will be no further software updates or support provided for these older devices.  The discontinuation of these devices is in accordance with our Terms and Conditions of Use and our Digital Content Terms of Sale which can be found on our website, ***********************
  Barnes & Noble is not requiring owners of the discontinued NOOK devices to purchase new devices.  Customers have access to their complete B&N library, including archived content, and new digital content purchases, on bn.com and on our free Barnes & Noble NOOK Apps for IOS and Android devices.  We emailed affected customers a discount coupon towards the purchase of a new NOOK device.
  
  We apologize that this occurred earlier than expected and for any inconvenience this may have caused. As a small token, we have sent ***************** a $10 Barnes & Noble Electronic Gift Card.
  
  If ***************** requires any further assistance, she may contact me directly at ************** M-F 9am 5:30pm.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** *********** ******* ******** ***************************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Barnes and nobles sent out my online order through *** and *** delivered it to the wrong address. Barnes and nobles stated that it was delivered to the right address and sent me the delivery photo. The photo does not show any number or identifying feature to show that its my door. Barnes and nobles has refused to help or provide a refund.

  Customer response

  06/21/2024

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 19th 2024, I place an order for $529.94. When I called customer service, they said they do one pre-auth then I'll be charged when the book ships. Two days after the initial pre-auth dropped off my card, I got charged for my entire purchase total again. I called CS again, this time I got run around in circles by a woman stating over and over "this is just the way we've always done things" who then proceeded to give me a FAKE email address to send in an official complaint - that I was receiving multiple pre-authorizations when I was told I was only going to receive one prior to being charged. I did some digging and the website officially states in the fine print: "Payment Authorization policy for both Pre-Ordered Physical and Digital items: When a pre-order item is purchased, the credit/debit card on the order will be authorized for the full amount. Depending on the release date of the item, the authorization may drop off before the item ships. Times may vary when hold is removed based on the credit/debit card issuer. When the inventory becomes available for the item, another authorization occurs for the full amount to begin processing the order. If you see two authorizations, you weren't billed twice; one is the temporary hold and one is the actual charge."This is in agreement with what I was told on the phone originally but not what is happening. Imagine my surprise when today (May 17th) I can officially say I have had my card charged again - THREE ADDITIONAL TIMES. April 26th for $471.86, May 7th for $461.00, and May 15th for $461.00. I want this to be rectified. Constantly charging my card every single week is not what I agreed to in the T&C and goes against the entire purpose of pre-orders. Properly charge my card for these orders moving forward. And I want the woman on the phone educated in NOT giving out fake email addresses because that's unprofessional. Interesting to note: this is only happening with this large order, not other smaller orders.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Barnes and Noble is one of if not the ONLY approved avenue through which to send books to inmates. Namely in this case to ********************* which I have tried TWICE. They know and are familiar with the fact that the jail (as do most) REQUIRES a receipt with the order for it to be approved yet they consistently fail to do so. They send orders with incomplete or missing receipts. They will not resend the receipt to the jail or repackage the order properly when it is inevitably returned because of this. There is NO OTHER AVENUE TO TAKE TO GET BOOKS TO THESE PRISONERS. They are taking on a responsibility that they cannot be trusted with. The last time they had a **** attitude and I had to have my books refunded, the inmate never got the books and now again for this persons birthday they again did not get a receipt and will not get their books. Clearly Barnes and noble does not believe the incarcerated or their families deserve to be treated with a shred of dignity. This is very simple. INCLUDE A COMPLETE PAPER RECEIPT WITH THE ****** They act like they have no idea what is going on, shuffle you through customer service, and then **** on you for not being able to uphold their own responsibilities. They refuse to remedy or resend the receipt when they ***** up. They clearly cannot handle the monopoly theyve been given over books to inmates, are incompetent, and willfully ignorant.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Couldn't find anywhere else to really review the Barnes & Noble ************** so I'll warn people here. If you expect a book to be printed in a timely manner, avoid B&N Press. I just needed ONE book printed (**********) and they are beyond the 10 day maximum estimate. They don't respond to the email forms and contacting the help page on ******* did nothing. If I ever actually receive what I ordered, I will certainly order any further revisions I need from somewhere else.

  Business response

  06/07/2024

  ****** ******** ****** ********************* ***** ***************** ****************************************************************************************************** *** ********
  
  Dear *****************,
  
  We reviewed the complaint submitted by ************************* regarding his BN Press order.
  
  Our records indicate ****************** submitted an order on April 19,2024.  We anticipated delivery of *** ******* order no later than April 30, 2024.  However, due to the issues with our print vendor, ******************** order was delayed.  We apologize for any inconvenience this has caused *****************.
  
  We show that ******************** order was shipped on May 7, 2024, via *** tracking #******************.  According to the online tracking details, ******************* order was delivered on Thursday, May 9, 2024.   
  
  If ****************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* *****
  Sr.Consumer Affairs Advocate
  ***************************************
  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I opened an account with ********************** and Noble Press.I then uploaded a book for publication on April 24, 2024.Per their FAQ, publication takes 72 hours.I contacted them on April 30, 2024, asking why my book was still unpublished. They responded by telling me to read their FAQ.I contacted them a second time on May 2, 2024. This is the message I sent:May 2, 2024, 12:10AM EDT I uploaded a book for publication on April 24, 2024.It is now May 1, 2024, and the book is still in pending status.Per your FAQ, publishing takes 72 hours.I requested help from you on April 30, 2024. You responded, the same day, by sending me a link to your FAQ.I then asked for you to close my account. I have yet to receive a response.Before contacting the Better Business Bureau, I would like to try and work things out with you. Can you please close my account? I have been advised by former B&N author that you do not respond to their emails, and do not follow the protocols of your own FAQ. I have found, through first-hand experience, that this is true. At this point I would simply like to close my account.Please respond to this email, with something other than a redirect to your FAQ. Thank you for listening.This was their response:B&N Press Support ***** **************** 2, 2024, 10:56AM EDT Thanks, Barnes & Noble Press Support ************************************ It is now May 3, 2024, and my book is still in pending status, as Barnes and Noble Press has not published it.As of today, they have all of my personal information on record, to include my social security number and tax ID information. However, they have not published the book, and it has been more than 72 hours.I asked them to close my account, as they seem incapable of providing the timely services they promised.I would like my Barnes and Noble Press account closed, and for my personal data to not be sold to third parties. Please help me resolve this issue. Thank you.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  B&N website sells books. The website says their E-books are compatible with my device. During the browsing and check out phase, no where did it say the books were non refundable. B&N made my device but no longer supports it. The book was purchased but never delivered. I thought I was buying an EPUB file. I spent 45 mins of my time with B&N customer service just to get a refund that will take several days to process. I checked their website before purchase. Said book was listed as compatible with my device. CUST SERV now says my device is not compatible. While they started a refund process they cost me 45 mins of my time. I would like $112.50 credit for my time wasted and their website corrected to clearly state no refunds and device is not supported.

  Business response

  06/07/2024

  ****** ******** ****** ********************* *************** ******************************************************************************************************* ***** ********
  
  Dear **********,
  
  We reviewed the complaint submitted by *****************************.
  
  As stated on our Barnes & Noble website, Digital content, including eBooks, audiobooks, digital magazines and newspapers, Access Codes, gift cards, and shrink-wrapped items that have been opened, are not returnable. However, if you are having compatibility or quality issues with your content, please contact us for assistance.  To view our Return/Refund Policy, please visit **********************************************************************************************.
  
  Our records indicate ************************ submitted an order on April 10, 2024, for four (4)eBook titles, three of which were free titles and one title for $8.95.  A review of *** *********** contacts to our customer service department, we can confirm that our agents offered technical assistance regarding *** *********** ******* **** device.  It was explained that the software on the ******* **** device needed to be updated; however, ************************ refused assistance with the software update and instead insisting on a refund of his eBook purchase which he had already successfully downloaded on his **** HD device.
  
  When placing an eBook order, once the checkout process and click "Submit Order" is completed, an order number appears. The eBook is then available in the **** Library of the account through which the purchase was made. We show that *** *********** eBook purchase was immediately available in *** *********** **** library after the order was placed, and all four (4) titles were downloaded on a **** HD device registered to ************************.
  
  A review of *** *********** contacts to our customer service department, we can confirm that our agents offered technical assistance regarding *** *********** ******* **** device.  It was explained that the software on the ******* **** device needed to be updated; however, ************************ refused assistance with the software update and instead insisting on a refund of his eBook purchase which he had already successfully downloaded on his **** HD device. 
  
  Please be advised that contrary to *** *********** statement, there are no compatibility issues between *** *********** devices and the format of the eBook he purchased.  As a courtesy, even though the book was already downloaded.  We do show that a refund was subsequently issued by a customer service supervisor to *** *********** original method of payment in the amount of $8.47 on April 11, 2024.
  
  We further show that ************************ submitted another order on April 12, 2024, for the same eBook download.  The title was downloaded to *** *********** **** HD device within minutes of the purchase.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** *********** ******* ******** ***************************************
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December/January, on behalf of my Non Profit, Knowledge ******* **** I placed 8 $250 gift cards totaling $4,000 with Barnes and Nobles. Half of the gift cards were purchased as physical gift cards and mailed to the recipients and the rest were purchased as egiftcards and emailed to the recipients. One of the recipients of the egiftcards went to use their gift card and it was declined 3 times. Each time he called Barnes & Nobles to get this resolved. Each time he called he was given a different reason, 1st that his order was more than the gift card, 2nd that they needed to verify his address and 3rd that the gift card was not valid because the card (Knowledge is Key, inc,'s debit card) used to make the purchase was a fraudluent card. Obviously Barnes & Nobles has no idea what the reason is because every time it's a different reason.I have provided Barnes & Nobles with our non profit bank statements showing that all the $4,000 funds came out of our account and that none of that $4.000 has been refunded and Barnes & Nobles has refused to load the funds on to the gift cards so they can be used. Barnes & Nobles keep saying that they refunded the money but the Bank account has been closed as the non profit was decommissioned in 2024 and every single statement through the date the bank account was closed shows no refunds/credit of money. I have even attached the emails from Barnes & Nobles advising me that the egiftcards were delivered to the recipients and that my card was charged. So Barnes & Nobles has the bank statements and their own confirmation emails and still will not honor the money that we have provided them for these gift cards. Barnes & Nobles needs to ensure that all 16 cards that were ordered have the full $250 loaded on to them so these students can purchase their books or refund us the full $4000 via check in my name since the bank account is closed.

  Business response

  06/07/2024

  ****** ******** ****** ********************* ***** ********** ****************************************************************************************************** *** ********
  
  Dear **********,
  
  We reviewed the complaint submitted by ***************************.
  
  We can confirm that the Barnes & Noble Gift Cards purchased by **************** are available for use.
  
  Our records indicate **************** initial attempt to place orders for Barnes &Noble Gift Cards failed due to a credit card decline.  *** ******* subsequent orders placed on our website between December 30, 2023, and December 31, 2023, triggered certain fraud rules that Barnes & Noble has in place to prevent fraudulent purchase and usage of our Barnes & Noble Gift ****************************** contact with our executive offices, the issue was resolved. We confirmed that the purchased gift cards were correctly funded.  Furthermore, we can report that ************** has successfully utilized his gift cards on an order placed on our Barnes &Noble website on May 5, 2024.
  
  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 03/08/2024, I noticed 2 unapproved charges on my checking account from ********************** Bookstores for $80.00 each (totaling $160.00). I also received hundreds of emails that day from companies all over the world trying to subscribe me to different things. I still have saved (but did not click on any of the links) all of the spam emails that were sent to me on 03/08/2024. I have continued to save spam emails, related to this instance, since then. Many of the emails were addressed to a reformatted email address and were not addressed to me at all. On 03/08/2024, I called and cancelled my debit card immediately, when I discovered the charges. I also promptly started a claim with my bank for these charges (Claim #*************** via Chase). A few days ago, I received word from Chase, that **** was favoring Barnes & Noble. I was encouraged by a Chase representative to submit a report through the *** immediately, since it was not just my card that was compromised to help show proof that my identity was compromised. I have since completed and submitted an IC3 Complaint Referral Form on 04/08/2024. I was also encouraged to submit claims through the BBB. Additionally, I plan to dispute the decision made by **** in favor of Barnes & Noble for this claim. I am happy to provide all of the spam emails as evidence of this incident of fraud, along with the bank information about my open or soon to be disputed claims. I can also get proof and documentation of my whereabouts on 03/08/24 during the time of the crime to show that I was a victim of identity theft and fraud on 03/08/2024.

  Customer response

  05/04/2024

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