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Transcript of my "online chats" with Barnes and Noble representatives

Status: Closed

Note text in bold


You are now connected with Maan from BN.com

Susan: I ordered this magazine under your $5 off sale on Wednesday June 11. When the price came up as 7.99 I could not delete the order. I spoke to your representative by telephone and she deleted the order and the charge. The order and charge are still in my account.      

Susan: Can you help me please?

Susan: Your email to me about that magazine sale was misleading

Susan: Are you there?


Maan: Thank you for joining Barnes & Noble Digital Chat.

This is Maan.

We appreciate your waiting online.

I understand you have issues with accessing your subscription.

I’d be more than happy to give you an excellent customer service today!

Maan: Hi, Susan!

Maan: First off, we apologize for the inconvenience this may have caused. Let me help you with this.

Maan: Can you please give me a moment while I check this one for you, is that okay?

Susan: Thank you very much.

Susan: Are you still there?

Susan: hello are you still there?


Maan: Thank you for waiting. Sorry for the long wait. Upon checking, there is no price change that took place on the said magazine and there is no refund processed from our end. It is possible a system glitch because it was indicated by previous agent that the order has been cancelled from his end and not credited.

Susan: What do you mean? Am I still charged for a magazine that I did not want?

Maan: That is correct.

The chat session has timed out and is now closed.


You are now connected with Randy from BN.com

Susan: I was disconnected by your representative MAAN because he did not want to deal with my account problem. I will attach the transcript from my chat with him so you can see what the issue is.

Randy: Thank you for joining Barnes and Noble Chat. My name is Randy. I’ll be assisting you today.

Randy: I understand you were disconnected while being connected to Digital Support. We apologize for the inconvenience. May I reconnect you to our Digital Support Department?

Susan: I will just get connected again.

Susan: disconnected

Susan: Are you going to assist me or should I call in?>

Randy: As much as we’d like to help you with your concern, our Digital Support Department handles these issues and will be able to assist you further. Would you like me to connect you to them now?

Susan: yes please but do not disconnect me please

Randy: I'll transfer you to them now, and one of our Digital Support Representatives will be joining you shortly.

The chat session has timed out and is now closed.


At this point I am convinced that Barnes and Noble does not care abbout it's customers as long as they get our money somehow, no matter what they say on phone and online chat.

Am I wrong?  


I have an HD,  a new Glowlight, and I am so angry right now that I feel like sending them both  back under the warranty plan, and then buy someone else's e-readers.

Categories: App
by Moderator BN_Andy on ‎06-14-2014 12:25 PM
Status changed to: Closed
Susan, we apologize for the difficulties you had with this order. We see that the credit for the NOOK Magazine has been issued back to the payment method used on the order.
by chocho18 on ‎06-14-2014 03:01 PM

Thank you so much for your help Andy-I was really frustrated yesterday,and also concerned that B & N would get out of the ebook business.  I really do love my two NOOKs.

Welcome to the NOOK Issue Reporting exchange. Post your issue and come back later to check its status, as well as commentary from myself and BN developers. - Alex
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