11-03-2011 07:28 PM
This has happened to me twice in the past couple of days. I see a book that looks mildly interesting on the home page of my Nook ST. I bring up the description and it says the book is free, so I figure what the heck and order it. I then get an email confirming the transaction and charging me 99 cents. When I look up the book via the website, indeed it says 99 cents. First time I thought it was just some kind of bug and let it go. The second time I sent an email to customer service saying delete the book and give me my 99 cents back. Don't know what the response will be. Anyone else experience this?
11-03-2011 08:14 PM
Don't know what the response will be. Anyone else experience this?
You have to call support about this. Email will only get you an automated response.
BN has issued refunds in the past when people were charged for a free ebook. Generally it happens when a limited time promotion is offered and it happens to the first few people to click on buy now. Its not a frequent occurance but it has been reported in the past.
Check the books on your nook again and see if they are still free. In your case it may be a situation where the book was taken off the free list and a price re-established.
11-04-2011 12:07 AM
You indicated you cannot see titles you have already purchased on the nook. If I knew what books they were I could have checked them on my device.
I checked my N1E and had no problem finding a couple books on the device I had previously purchased. You use the search function in Shop to find the book.
11-04-2011 03:32 PM
What we have here is a failure to communicate. What I meant to say is that once I have purchased the books I can no longer see their prices. I can still see the book. Does that make sense?
11-05-2011 02:04 PM
As gstone predicted, writing to customer support did not help. Here is their response:
Thank you for your inquiry regarding a price change for your recent NOOK Book purchase. Barnes & Noble offers very competitive pricing on many items, resulting in the best value for our customers. However, as with all retail products, prices are subject to change due to current promotions. Upon checking our records, the NOOK Book was under the "free" category from 11/1/2011 at 11:29:40 AM until 11/1/2011, 11:41:41 AM EST. You have ordered the item on 06:27:54 PM of 11/03/2011 which is within the timeframe when the author decided to place a charge for this NOOK Book, specifically from 11/1/2011 at 11:41:41 AM onwards. We regret to inform you that we cannot cancel the order nor process a refund since our system shows that the NOOK Book has been downloaded already. Please click on the link below to know more about our return policy: http://www.barnesandnoble.com/help/cds2.asp?PID=81
21 We do apologize for any confusion. Thank you for understanding. If you have questions, or require further assistance, please email us back or call 1-800-THE-BOOK (1-800-843-2665), Monday through Friday from 8AM to 11PM EST, Saturdays and Sundays 9AM to 11PM and select option 2 for Digital Support. Please accept our sincere apologies for any inconvenience this may have caused and we look forward to your next visit to Barnes & Noble. Sincerely, Ysanna Customer Service Representative - Digital Support Barnes & Noble http://www.bn.com/ Visit our NOOK Support site for the latest updates and downloads at: http://www.barnesandnoble.com/nook/support/
I called customer service today and after 45 minutes and 3 different support representitives from differnet divisions the refunded my $1.98 (2 x 99 cents). I thanked the customer service rep for that and told her that I was more concerned with an explanation of how this could happen than the $1.98. I explained that it wouldn't be very good for Barnes & Noble if customers couldn't trust the prices they see on their Nook . She was at a total loss. I asked if it were possible that the prices in their database that get uploaded to the Nook get delayed from when the prices actually change. She didn't know. I suggested she bring this to the attention of someone that could investigate further. I do find one thing a little suspiscious. Both of these are self published titles from Smash Words and from the support email the book was free for 21 minutes on November 1st. I wonder if some of these self published authors have found a way to play the system by making the book free for a brief period, knowing that the price change back to 99 cents won't be reflected on your Nook for a while, but that the charges will occurr.Then again, maybe I'm just not very trusting. In either case B&N should figure out what is going on.
11-05-2011 02:41 PM
.... I wonder if some of these self published authors have found a way to play the system by making the book free for a brief period, knowing that the price change back to 99 cents won't be reflected on your Nook for a while, but that the charges will occurr.
I'm not sure what is going on.
I frequently visit Inkmesh.com to check for new free ebooks. I've noticed that many Smashwords titles are free at BN and cost $0.99 at Amazon. A couple of other epub sites exhibit the same phenomena. Shortly thereafter the epub price adjusted to $0.99. As a result I generally wait a day on new free Smashword titles before downloading them to make sure it's not a timinig glitch in the system I would be taking advantage of.
I've noticed this phenomena is only on Smashword titles. To me it looks more like Smashwords has a problem setting prices when they first deliver an epub but then again it doesn't happen to every title.
11-05-2011 06:59 PM
Thanks for the advice. I will follow suit. I do find it intriguing that the book was free for 21 minutes. You think that woujld make someone wonder what exactly was going on.
05-01-2012 01:34 AM
It just happened to me, but it is not $.99 only. I sorted through and selected about 100 free books tonight. When I checked my credit card I had been billed for 4 of them ranging from just over $4 to almost $10. I have sent an e-mail to customer service, but will call in the morning. This SUCKS!