07-06-2010 03:59 PM
I quit buying from B&N a couple of years ago after I had preordered some books for my son & they showed up over a week past their release date. I do everything in my power to keep a book in his hands & when books don't show up on time he gets very discouraged.
I really enjoy the B&N Book Clubs but we buy all of our books from Amazon - I've found they have a much better selection (especially on hard to find nonfiction books for my husband) and shipping is free - and best of all... orders show up early!
07-06-2010 05:17 PM
One positive experience I have had with B & N is with their Customer Service. I am not a particularly demanding customer, but when I worked in retailing, I received several Customer Service awards. (Sometimes good customer service is admitting that you don't know something - but finding it out, or finding someone who does.)
I purchased a Nook a few days ago. In my eagerness, there were a few things I wasn't doing right. I called B&N after midnight, and got the most patience CS rep with whom I believe I have ever worked! He was good natured, patient, and even gave me some tips. A couple of things didn't go right - and he figured it out right then and there. He thanksed me for my call and told me to call back if I had any problems. Too bad I cannot remember his name. (Seriously!)
07-09-2010 01:05 PM
I've never had a problem that required me to go to the online / phone customer support, so I can't comment on that. However, I have had to, on many occasions, use customer service in my bricks and mortar store -- usually having to do with books that didn't get printed right, or a DVD that wouldn't play. I must say that they have always been WONDERFUL about making immediate exchanges with a smile and no hassle. They don't even need to see the purchase receipt, which I very much appreciate since I can't find them half the time!
But I do agree with those above who say that good customer support is imperative. Even one bad experience can leave you with bad feelings that last a very long time.