Barnes & Noble Customer Service Issues

Hello, I'm looking for a package with order number #[redacted]. According to the Barnes & Noble website, the package arrived in Finland on December 8th. I haven't received any updates since then. Unfortunately, I can't use the Barnes & Noble tracking number with my country's postal system. Can you provide me with the appropriate tracking number for me to use with my country's postal service? Thank you! ~Sian

I visited my local Barnes and Noble in Marlton, NJ and queued for what I thought was Starbucks. I was disappointed to find out they do not accept Starbucks gift cards. This was inconvenient. It's misleading to advertise as Starbucks without honoring Starbucks GC. I left without ordering. While I understand they sell Starbucks drinks, staff shouldn't wear Starbucks attire if it's not Starbucks. Unfortunately, I won't be returning. As a regular Barnes and Noble customer, I used to visit weekly for books but will now stop. Thank you for nothing.

Hello, I am Saud Abalkhail, a Saudi Arabian National interested in establishing a business partnership with Barnes and Noble internationally. In light of the growing number of readers in Saudi Arabia and the lack of bookstores, except for Jarir, which offers a limited selection, I believe partnering with B&N could be a great opportunity. With Saudi Arabia's Vision [redacted] encouraging international business growth, I see a potential for success in this venture. As a former university student in the US and a passionate reader, I am excited about the possibility of collaborating with a place I have fond memories of visiting. For further communication, please contact me via email at [redacted] or by phone at +[redacted]44. Best regards, Saud Abalkhail

I have been a long-time paid customer of B&N. I recently used the online order service to purchase three copies of the book "Cloud Devotion" by David G. Robinson, with an order number [redacted] and a total payment of $61.68. The books were supposedly delivered to my physical address on Jan 8, but I have not received them. This is concerning as there is no mailbox at our physical address, and we only receive USPS mail at the Post Office listed as the billing address. I am unsure if the order was sent via UPS or FedEx, which can deliver to our physical address. I kindly request an investigation into this matter to resolve the delivery issue. Despite this problem, I remain a satisfied B&N customer. Bob S. Reno, NV

Order Number: [redacted]35 On 10/25/[redacted], I placed an order for 3 books totaling $36.93, with free shipping for orders over $35. However, upon receiving the receipt, I noticed an additional $23.96 for postage. The delivery date given was 18 days after 12/12/[redacted]. After contacting customer service, I was informed that the billing was correct but the shipping charge needed adjustment. Despite requesting a refund for the shipping cost, only one book's shipping fee was refunded according to the notice. A month later, I had yet to receive any books. After another call, it was promised the books would be shipped the next day. Upon receiving two out of the three books, I discovered two separate charges on my Visa totaling $60.89 instead of the expected $26.94. I am a 90-year-old woman and struggled with the poor call quality and heavy accents of the agents on the helpline. This experience with Barnes and Noble, especially the misleading free shipping offer followed by separate shipping charges, has been disappointing compared to my positive past experiences with the company through my charitable work.

I wish to address an issue I encountered at the Modesto CA store on McHenry Ave. My membership number, [redacted], which I use for discounts, was not recognized by your automated phone service. I am a frequent customer spending over $[redacted] annually at this location. Additionally, I purchase the SF Chronicle every Sunday. Today, I was surprised to see several copies behind the counter but was told they were reserved, which was a new policy that was not communicated to me before. When I inquired about reserving a copy for next week, I was refused. This experience has left me dissatisfied, and if this is the treatment for loyal customers, I will take my business elsewhere. Despite my preference for supporting local businesses like yours, I will resort to purchasing items from Amazon Prime if these issues persist. Regards, Ira B.

I believe it’s reasonable to critique books targeting the President suitable for adults, but distributing such material intended for children is concerning and potentially influential. It fosters a culture of disrespect towards the presidency, likely perpetuating throughout future administrations. There are two specific books I find troubling. One depicts a pig in the White House with President Trump’s likeness and the other is by John Lithgow, which portrays our President negatively. If we consider the scenario of a book showing a monkey in the White House bearing Obama’s face, we would likely agree it is distasteful. These offerings should not be accessible to children as it might manipulate their innocent minds, contributing to the lack of respect and knowledge about our nation's history. I intend to take action if these books are not removed from your store shelves. I will correspond through letters, social media, and advocate for a boycott of Barnes and Noble. Uphold a higher standard in the content you provide for children. The current offerings are offensive and irresponsible. Sincerely, Peggy D.

During my recent visit to your Princeton, NJ store, a place I often frequent, I noticed an oversight in the New Fiction section. There were multiple copies of Little Women on display, a classic novel published in two parts in [redacted] and [redacted], which contradicts its classification as New Fiction. When I inquired with the staff, they mentioned it was due to the recent movie release. However, I feel this reasoning does not align with the literary significance of the book. The lack of awareness among the employees regarding this matter has made me hesitant to seek assistance or recommendations from them in the future, and I may reconsider making future purchases at your establishment.

I encountered an issue with purchasing a children's book with confirmation number [redacted]. I was unable to download or open it, resulting in frustration. Eventually, I deleted it from my Nook. In a second attempt (confirmation # [redacted]), the same problem occurred with this $4.99 purchase. I have not deleted this one yet. The total amount to be refunded is $9.98. It's disheartening that this happens frequently. Despite storing my books in the Cloud to free up space on my Nook, the problem persists. I appreciate your help in resolving this ongoing issue.

Hello, I am reaching out regarding the recent events surrounding Black History Month. As a Black creative, I believe I can offer valuable assistance to help improve your approach and positively impact your brand. With my background as an author, publisher, and non-profit fundraiser, I can provide informed and constructive suggestions to raise awareness of the African American experience. If you are open to hearing my ideas, please do not hesitate to reach out. Thank you. Sincerely, Cerece Rennie Murphy

Hello, Today, my 2-year-old daughter Emma and I attended story time at the Millbury location. Unfortunately, Emma fell and injured her face on a display, causing her eye to swell shut. Despite the incident, no staff members offered any assistance. I had to request ice multiple times, and when I finally received some, it was wrapped in a plastic glove from Starbucks. I wasn't asked to file an incident report or provided with a proper ice pack. My daughter was upset, making it challenging to apply the ice. In the midst of this, I was advised to move to the front of the store due to her crying. Upon my return, the manager Dave informed me they had no incident reports available. This lack of response and empathy from the staff is unacceptable. I detailed everything for them, but the situation was handled poorly. I am deeply disappointed by the experience and seek appropriate action.

Subject: Unpleasant Experience at Colonial Plaza Barnes and Noble Dear Customer Service Team, I am reaching out to address a negative encounter I experienced at the Colonial Plaza Barnes and Noble location on Sunday, March 15, [redacted]. As a loyal member of nearly a year, I have frequented the store for various activities such as browsing, purchasing items, and studying. However, my recent visit left me disheartened. While attempting to find a comfortable place to sit in the children's section, I was met with unwelcoming behavior from two employees. Their rude comments and harsh tone made me feel uncomfortable and unwelcome. This incident not only affected my ability to focus but also left me questioning the professionalism of the staff. I believe it is essential for Barnes and Noble to uphold high standards of customer service and employee conduct. I am hopeful that this matter will be addressed promptly to prevent similar occurrences in the future. I am sharing my experience in the hope of fostering a more positive environment for all patrons. Thank you for your attention to this matter. Best regards, Noor

I updated my credit card information with B&N on Friday, the 20th. I was able to download a book successfully. However, when I left a comment on Jen's Blood's book "The Redemption Game," it didn't register. Also, when I tried to buy another book, a screen prompted me for credit card details again, which seemed suspicious as I had just updated my information a few days ago. I suspect it might be a virus or scam. I would appreciate speaking with a customer service representative regarding this issue. My contact number is [redacted].

I purchased a $75 gift card from Raise but it only showed up as $57 when added to my account. I emailed Raise about it and got a response that I need to provide correspondence from the brand about the issue. I tried calling but couldn't get through. I'm concerned about the discrepancies in the card balance and hope to resolve this soon. Thank you. Hello, I contacted Raise about my Barnes & Noble gift card issue. One card had $75 as expected, but another had $56.37 despite being told it had $72.02. I used $0.99 of it, bringing it down to $55.38. I need clarification on this as my account is showing the lower amount. I appreciate any help in resolving this. Thank you.

I am currently going through a divorce with my wife, and about a year ago, we filed legal paperwork through our attorneys. She was the one who had the account with Banes & Noble. We stopped using joint credit cards when we filed for divorce. I canceled my credit card and requested a new number from Chase Bank. However, last month, I noticed a $25.00 B&N membership renewal charge on my new credit card statement. I have tried calling customer service to cancel my membership, but I have been unable to reach an agent.

I have an automatic renewal for a joint account with my wife, but due to our difficult divorce, I requested Chase Bank to provide me with a new account number. Unfortunately, I recently noticed a $25.00 automatic membership fee from B&N that I am unable to use given our financial situation with high legal fees and selling rental properties. Our ongoing custody battle is causing uncertainty about our financial stability. I need to cancel the membership and get a refund as every dollar counts for supporting my three kids. Thank you. - M. Madriaga [redacted]

I purchased books in advance for my son to study for the AP exams which are currently ongoing. The books were bought in-store in September at the beginning of the school year, and I have the receipt. Due to COVID-19, my son is unable to take the AP exams. Even if he could, the structure of the exams has changed, making the books irrelevant. The books are still in the original bag from B&N, untouched, and unopened. I am requesting a refund based on the circumstances of the pandemic affecting my son's health and the changes in the exam format. After a long wait on the phone and explaining my situation, the advisor mentioned the option to sell the books online. I declined due to the ethical concerns selling them would bring. The advisor then suggested speaking with the store manager since it was an in-store purchase. However, the store is closed, and I am feeling frustrated by the process.

On 5/17/[redacted], I made a purchase at Barnes & Noble for two books but was required to increase my order to $35 for free shipping. Subsequently, I added another book, received confirmation of free shipping, but started getting emails indicating shipping charges. Despite contacting customer service, the issue was unresolved. Consequently, I contacted my sons for assistance. One son deemed it unworthy of his time, and the other shared a similar poor experience with B&N. It has been six months, and the situation still troubles me. I ordered three books with free shipping, yet received emails indicating shipping charges. Despite requests for a refund and cancellation, the third book and its shipping were not refunded as requested. Furthermore, my Visa statement reflected errors in the order and charges. Despite multiple attempts to resolve the issue via phone calls, encountering language barriers and poor connections, I was unable to speak to a supervisor. The books eventually arrived, but the refund for the third book and shipping charges is still pending. The entire experience has been stressful and disappointing, especially since past purchases were satisfactory. As a 90-year-old with disabilities, the situation has been distressing. I am unable to find a mailing address on your website and the phone communication has been challenging. I hope for a resolution with a refund for the third book, "The Greedy Python," and its shipping charges. Sincerely, Marcy M. [redacted] Commons Drive Sacramento, CA [redacted] [redacted] Order Number: [redacted] Visa 10/29/19 B&N Charge: $46.17 Visa 10/30/[redacted] B&N Charge: $14.72

I encountered challenges trying to cancel an order that has been constantly delayed. Barnes & Noble's cancellation process is overly complicated, making it frustrating for customers like me. Their website offers a "contact via chat" feature, which requires an account. While I have an account with B&N, the password reset email never arrived, making the chat function inaccessible. Additionally, their iMessages contact feature is available but requires using iMessages, which I don't use. The phone number provided leads to long wait times and intricate phone menu options. When I managed to speak with a representative, they mentioned system maintenance preventing them from assisting me. The support email address given, [redacted], turned out to be invalid. I couldn't find any direct email contact on the website, which could have streamlined the resolution process. These issues are not due to COVID-19 but rather inadequate user experience testing on their website and phone system. The lack of transparency, complicated cancellation process, and unhelpful customer service interactions have left me dissatisfied with their service.

I used a Visa Vanilla card to make an online purchase. The order went through successfully during checkout. However, two days later, I received an email informing me that my order had failed without any explanation or instructions on how to resolve the issue. The email mentioned that my card was refunded, but I have yet to confirm this with Visa Vanilla. My order for 16 books totaling $[redacted] seems to have been cancelled.