36 Customer Reviews
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Review from Paula M
1 star09/10/2024
They simply didn't not allow me to return a book that I bought onine in the physical store, alleging a lot of thigs, but one of them was it was a used book, I bought it used, and if you guys sell thigs through your website, you are so reliable as the thrid party involve or even more, because my contract and payent was trhough barnes and nobles. DO NOT BUY ANYTHING ONLINE IT WILL BE A NIGHTMARE TO RETURN. The just lied about they easy policy to returnReview from Mary M
1 star09/03/2024
This is review for Barnes and Noble Press. It is BN's policy to provide 20 free ISBNs per month (limits 10 per week) for authors to upload and publish books on the BN Press platform. From 8/1/24 to 8/2/24, I received 2 free ISBNs. On 8/3/24, the system would not give me my third free ISBN for the month of August because it said I had reached my limit of free ISBNs. I reached out to customer service by submitting a support ticket. It takes ***** hours to get a response. There is no phone number at which to reach a live person. Long story short, for 3 1/2 weeks, I repeatedly submitted requests for the problem, which was obviously on their end, to be resolved. I was told, repeatedly, that their system reported that I had received my limit of ISBNs. I called the Barnes and Noble phone number - not BN Press - and refused to take "No" for an answer when told they could not help me - they were not BN Press and I could not speak with anyone at BN Press. I demanded to speak with a manager. The manager was very understanding and completely agreed that this was a problem on their end that needed to be fixed. She promised to reach out to a manager at BN Press customer support. Two days later, I received an email from a customer support manager informing me that the problem had been resolved and I could now receive my ISBNs. This was on 8/29/24. I started ujploading (had 31 books to get uploaded and assumed they were going to give me the 18 free ISBNs they owed me from having to wait 3 1/2 weeks for them to fix this mess) books and imagine my frustration when after I used 10 ISBNs, they system would not let me use the other 8 they owed me. I reached out to the customer service manager and asked for the remaining 8 so I could get 8 more books uploaded by EOD on 8/31. I heard back from her today, 9/3/24. She stated it was now September = NO KIDDING - and they couldn't give me more than 10 per week. They owe me those 8 ISBNs for making me wait 3 1/2 weeks!!!Review from Sharon Denise P
1 star08/07/2024
The rep quoted a sent my book for editing. Then I couldn't get anyone on the phone. I found the corporate # and sent an email. I did not need a gost writer, justvan editor who spoke to me once and was codecending. She even complained about grammer era, promised to have first chapers the next week. Then she apoeared. Meanwhile someone named Daniel keep calling with mire charges for the library of congess #, then for marketting and now to print the book. There is no table of contents or pagination so i m waiting for that.Review from Melissa L
1 star08/05/2024
I most recently paid for some books that were supposedly damaged in transit never actually got to me then I proceeded to get gaslit by their customer service when I continue to tell them that this is been a constant problem for the last 10 years and get gaslit some more by another customer service representative I dont think its too much to ask actual receive the product that you paid for But apparently to them they would rather just take your money and not actually send you the productReview from Kathleen G
1 star07/27/2024
Barnes and Noble are criminals and thieves. I have been in the process of attempting to get back my Nook Library and Barnes and Noble has abjectly refused and blown me off. A thousand dollars if not more and they blow me off with a, I understand your frustration that we are unable to provide you with the resolution that you are looking for, but unfortunately there is nothing further that can be done in this matter. Is there anything else I can assist you with? This was their initial direction: "Please create an account using your new email address, so we can transfer your library to your new account. Please make sure to add a valid credit card and billing address. Once done creating, please contact us back and provide your old and new email addresses, the last four digits of your credit card, and the billing address from your old and new accounts." I did all of this, proved who I was and that this account was indeed mine and STILL, they refused to transfer my library and then basically took my money and told me to get lost. I'm beyond frustrated that a company worth 1.7 billion dollars and that I patronized during the pandemic because they were struggling, would treat their customers in such a crappy way. This may mean nothing to them, but honesty, loyalty and patronage still mean something in this world. Your company should be ashamed of how horribly you treat your customers.Review from Tiffany D
1 star07/12/2024
The Barnes and noble on ******************* is horrible. I started shopping there in May 2022 and in June 2022 a security guard named ******************* sexually harassed me because i'm a transwoman and gay and he walked up close towards me and his **** nearly bumped into me and everytime I came into the store to shop at Barnes and noble ************** would always follow me and I could never shop in a peace of mind. ************** liked me and he is mad because I did not like him nor wanted to be bothered with him as well. ************** went to the extreme that he started keeping his hair done and ************** would also take a day off on Wednesday's to work out in a gym trying to get my attention and I always ignored ************** and he got mad so ************** started provoking me in other ways by having another security guard come in the bathroom and call me and said that I look crazy. An assistant manager named ******* and another security guard wrongfully kicked me out of Barnes and noble for 30 minutes. I complained to the General Manager named **************************************** about ************** and the first time that I had a dress on and ********************* ignored and dismissed me and ********** did not do anything about it and it is because i'm a transwoman and gay. ************** also had other staff follow me off premises out of nowhere and for no reason at all and they nearly attacked me. It went on for 6 months and I stood up to ************** and told him to leave me alone and ********** lied on me and said that I was being disruptive which is not true at all. ********** also destroys the video evidence to prove my innocience and she tries to make it look like I lied which I didn't lie at all and she wrongfully bans me from Barnes and noble. ************** has also had me wrongfully arrested and ************** has lied on me and I have not had any justice. I am currently suing **************, ********** and Barnes and noble right now for Tort, Harassment, Discrimination, wrongful arrest, no justice and slander.
Barnes & Noble, Inc. Response
07/16/2024
Dear Better Business Bureau,
We are in receipt of the review submitted by *****************************.
Barnes &Noble denies the allegations in ****************** review. We take concerns such as these very seriously, have thoroughly investigated ****************** allegations and found them to be without merit. We cannot comment on this situation further, as ****************** is raising these same concerns against Barnes &Noble in an active litigation.
Respectfully,Review from Julienne H
1 star07/11/2024
This company is the worse to do business with. I'm trying to publish my book with them and can't get my vendor account set up with them, because when I put my social security number in and everything else, I get this message: We've detected that your Tax ID (SSN, EIN or TIN) is already in use with another account. You will need to use a different Tax ID to finish creating a vendor with this B&N Press account.Now awhile back, which might have been six to seven years ago, I don't know, I had a **** press account and because, I wasn't making anything with the account, I stopped using it; I think I might of cancelled it out or something. Also, the email I had with that account I stopped using. What's really disconcerting and worrisome , is that Barnes and Noble Press held on to not just my vendor information, but my social security number; their policy is not to destroy that information, even if the author is no longer using the account. I tried to be nice and helpful, but I found that it was really pointless. I even tried to reset my password for the email account that I'm no longer using; kind of figuring that it wouldn't work, but what the heck. And I got this message: We are not able to find a BN Press account associated with that email address. Please check the address again or create a new account. The representative, that I spoke to, was somewhat helpful, but I could tell he wasn't really interested in solving my problem. Pretty much his job description is to say no and copy and paste the Barnes and Noble Press' rule book. If this company was more in the business of being helpful, they probably wouldn't have so many disgruntled customers. With that said, I'm going to continue to try and get this company to help me; I'm not real optimistic about that, though.Barnes & Noble, Inc. Response
08/08/2024
We understand **************** is unable to log into her BN Press account which she created some time ago. Please be advised that for security reasons, we are unable to send a password reset link to a different email address than the email address used to create the account.
In an email sent to *************** on July 12, 2024, **************** was advised to create a BN.com account using her original aim email address. In **************** response it was clear she thought we were asking her to create a new email account at aol,which is not what she was advised. **************** has a BN Press account under an aim.com address that she is unable to sign into, we advised her to go onto BN.com and create a BN.com user account using the same email address, so she can gain access to her BN Press account. Once **************** has created the BN.com, she may then use that password to access her BN Press account and update the email address associated with her BN Press account. We apologize for any information in our previous communications that was not clear to ****************.We show that **************** has been able to set up her new account of July 25, 2024.
Review from Kaylynn K
2 stars06/09/2024
They have a sign for a lactation room on the front of the store. When asked about the lactation room, 3 employees stood in front of me and told me theyve never had one and that most people just breast feed in the childrens book section. My problem is that the employees seemed uneducated in what the sign meant and that the store had false signage implying they have a lactation room when they dont.Barnes & Noble, Inc. Response
07/10/2024
We have researched the review submitted by ***************************** regarding her experience at our Barnes & Noble store.
We can confirm that our Ala Moana Barnes & Noble store has the standard 'breast-feeding welcome' window sign on the stores front window. While our stores do not offer or advertise a separate space or a lactation room for mothers, we welcome all mothers to breastfeed wherever they feel most comfortable in the store.
Upon receipt of the complaint, we reached out to ******************* who expressed her disappointment with the lack of a private area to breastfeed. ******************* stated that our Booksellers spoke kindly to her and suggested the childrens area for feeding; however, she felt uncomfortable as the area was very busy. We thanked ******************* for her feedback.Review from CE M
1 star03/05/2024
I had a couple of books preordered. I had a change in address and called **************** to have my address updated. Two of the books were never forwarded, and CS refused to issue me a refund or to send me a new book. I'm very upset that they treat loyal members this way, especially since it was their issue.Review from Joseph L
1 star12/11/2023
I havent lived near a Barnes and Noble in 5 years, and just recently ordered a new debit card from my bank. You can imagine my surprise when an autopay charge came through said card.When talking to the self-audit team to figure out how they got my card, I was told I didnt opt out of auto pay and we gave you a refund, if you feel so strongly about this you should call your bank.It was 25$, the moneys not what Im worried about. There is no possible way they had access or consent to charge a card that has not seen a single Barnes and Noble association. This put me in an incredibly uncomfortable and vulnerable position, and they responded with hostility.
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