B&N Customer Service Complaints

[pennylanec]

I ordered a Nook online for my daughter's birthday on a Monday to ship 3 day select.  Her Birthday was on Thursday, so that should work.  I received an email on Monday saying that the order had shipped out.  On Friday, I still had not received it (after her birthday), so I clicked on the tracking information.  It said the label was printed and that was it, so I called ups and they stated they never received the package for shipping.  This is bad enough, but what happened when I tried to call customer service was even worse.  I waited on hold 10 minutes, a nice man came on and asked me all of my information and then told me that it shipped, i said it didn't , he transferred me to someone else.  I told this man the whole story - which took 12 minutes and then he said he couldn't help me and had to transfer me, then I was disconnected.  I then called back and waited on hold 10 minutes, was disconnected without ever talking to anyone.  Called back AGAIN, on hold for 7 minutes and finally talked to a man who told me it shipped - i said "it didn't" please give me a refund. 

As a consequence of this : My daughter did not receive her gift on her birthday, even though I ordered special shipping so that I would have it on time.  I lost 1 hour of time from work.  I became frustrated and upset.  I now have to drive an hour away on a Friday evening before a holiday weekend and will have to deal with traffic (make that 2 hours away!) to purchase one today so that I can give my daughter her gift a day late.  It looks to my daughter like I did not value her birthday enough to make sure I got her gift on time.

They deleted my negative fb comment a few minutes after I posted it, but they can't delete everything!  B&N please pay attention!  You have some AMAZING products and employees.  Why Why Why Why mess it up with horrid customer service and policies? 

[mykoffee]

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pennylanec wrote:

They deleted my negative fb comment a few minutes after I posted it, but they can't delete everything!  B&N please pay attention!  You have some AMAZING products and employees.  Why Why Why Why mess it up with horrid customer service and policies? 

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I'm totally with you here,  I love my Nook but customer service has always been B&N's weak point.

[LectorGS]

There are two types of Customer Service at B&N. CS at the stores is of supreme quality: attentive, knowledgeable assistants are always ready to help with book-related questions or concerns and to provide good supprt for both Nook and Nook Color. However, telephone CS is a different story. Offshore customer service is B&N'"weakest link."

[Nevermore1]

Unfortunately the customer service dept has nothing to do with the warehouse which is where your nook would have shipped from. The 3 day shipping is for when the product is ready to ship not from when you placed the order. I don't know how BN's shipping procedures work but the label was probably processed then had to get transferred to another dept which physically prepares the boxes/shipments for the labels. I've had this issue multiple times with multiple vendors where it shows as shipped but the tracking isn't actually valid for a few days. It is also possible that someone at UPS failed to scan the package when it shipped and it may show up tomorrow. Yes, they are supposed to scan along every stop on the route but packages do get missed during scanning especially when their drivers and pre-loaders are being expected to do 10 hours of work in less than 8 to make management look good.

[bklvr896]

I had a computer delivered before the vendor showed it as shipped and before UPS ever showed it in there system.

I have an outstanding order with Amazon.  USPS says it was delivered on Saturday, but it is being delivered to my office and both my office and the entire building are closed on the weekends, so I'll be curious to see what happens tomorrow when I get to work.

In any even, the customer service people are only going to be able to tell you what's in the system and the UPS customer service can only tell you what's in their system, and as the pp said, everything is supposed to be scanned by the shipping company.  Do some things get missed, I would suppose so.

[fanmynook]

I also was on hold for a very short length of time on 2 different calls, and I was told my Nook would be replaced....all in the space of very little time! No arguement, no headache.

[bookreadersb]

I have a color Nook from Barnes and Noble. I discovered that four of my ebooks were missing off the tablet. I went to the e-library on the B&N website and found the receipts of purchase there. I called their 800 number and explained that the books got dropped and would like them re-loaded. I was told that they were deleted and that they could not be replaced. I did not delete them nor did anyone have access to my tablet to delete them. I've talked to several persons from B&N including the store where I purchased the Nook and they all tell me the same thing that I would have to repurchase the books.
The first book I noticed missing three days after I was at the B&N store Friday evening June 15, where I was on their wifi to download a free book, I had just been reading that book and know that it was on my Nook. Since this book was dropped I check out my Nook library and found three more books missing. The B&N person on the 800 Number said that was impossible since it shows having been deleted two days before. He was very firm about his records reguardless of my having a witness to having had the book. I have been on the B&N Forum and have seen that others have had this same issue. This issue is bigger than myself and B&N needs to address this instead of being dismissive.

[keriflur]

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bookreadersb wrote:

I have a color Nook from Barnes and Noble. I discovered that four of my ebooks were missing off the tablet. I went to the e-library on the B&N website and found the receipts of purchase there. I called their 800 number and explained that the books got dropped and would like them re-loaded. I was told that they were deleted and that they could not be replaced. I did not delete them nor did anyone have access to my tablet to delete them. I've talked to several persons from B&N including the store where I purchased the Nook and they all tell me the same thing that I would have to repurchase the books.
The first book I noticed missing three days after I was at the B&N store Friday evening June 15, where I was on their wifi to download a free book, I had just been reading that book and know that it was on my Nook. Since this book was dropped I check out my Nook library and found three more books missing. The B&N person on the 800 Number said that was impossible since it shows having been deleted two days before. He was very firm about his records reguardless of my having a witness to having had the book. I have been on the B&N Forum and have seen that others have had this same issue. This issue is bigger than myself and B&N needs to address this instead of being dismissive.

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I'm not clear on why B&N has this policy, other than to avoid lots of people deleting stuff and then asking it to be reinstated.  If you have a record of the sale, and B&N has a record of the sale, then you've paid for the license of the book.  So if the book isn't in your account, and you want it added, I can't see any reason that they shouldn't be able to add it.

That said, before you do anything else, please, back up all your books.

Now, on to your problem.  Does anyone else have access to the account?  If so, is it possible that this other person doesn't realize that deleting is a permanent thing and that it affects the account as a whole?