Nook Tablet Holiday Return Policy - Encountered Negative Experience at my local B&N!

[Souzou]

Its unfortunate that the BN registers don't make it easy to do refunds with split payments.  Its not the first store I've seen that's done this.I would call and ask to speak to a manager.  Doing a work around and forcing the computer to do a two part return is likely something that is only possible for the higher-ups.  Not likely something that can be done by employees at the bottom of the ladder.

[CriticalRecept…]

I empathize with the OP situation, but I think you'll find that it is pretty standard to return gift card purchases to gift cards. Otherwise anyone unhappy with a gift card would just purchase an item and immediately return it, in effect redeeming it for cash which is not allowed; it actually is written on the back of the gift card. You might want to find someone who loves books as much as you who might be willing to take the gift cards off your hands for a 10% discount off face value.

[raqball]

So if someone purchases 3 NT spending $800 with tax and they decide to pay $780 in cash and $20 on a gift card that their only option is waive bye bye to their cash? I seriously hope not....

---

flyingtoastr wrote:

---

moose_tracker wrote:

Yes but if he paid part in cash, part in gift card shouldn't he get refunde part in cash, part in store credit?

---

No. If any part of the transaction was on a BN gift card it will only allow the return to be put onto a gift card.

---

[moose_tracker]

Real eye opener, isn't it? Be REAL CAREFUL what you use a gift card for.. (At least at certain establishments, that have very archaic software in their cash register system!)

[AVID-JT]

My experience with using gift cards is that, when I purchased with a gift card then returned the item, it was refunded with a store credit.  Your case of partial cash payment is somewhat different.  I agree, B&N should reimburse your cash.  It's amazing that Victor said B&N would reimburse you with ALL cash.  That's an indication of B&N's commitment to satisfy the customer.  Good luck with your return. 

[mohawkx]

Seems to be a POS problem rather than a customer problem.  If there is no mechanism in place to return cash for cash and guft card for gift card then there is a glitch in the processing system that need to be fixed, pronto.   

(Point Of Sale)=POS

[moose_tracker]

---

AVID-JT wrote:

My experience with using gift cards is that, when I purchased with a gift card then returned the item, it was refunded with a store credit.  Your case of partial cash payment is somewhat different.  I agree, B&N should reimburse your cash.  It's amazing that Victor said B&N would reimburse you with ALL cash.  That's an indication of B&N's commitment to satisfy the customer.  Good luck with your return. 

---

Don't know who Victor is - But the store Manager & FlyingToastr said they would only refund it ALL store credit (Not cash).. But it might have been an all cash/check/ccard refund if he mailed it to the distribution center.. So actually that is B&N's not very good commitment to satisfy the customer.

[AVID-JT]

moose_tracker wrote:

Don't know who Victor is - But the store Manager & FlyingToastr said they would only refund it ALL store credit (Not cash).. But it might have been an all cash/check/ccard refund if he mailed it to the distribution center.. So actually that is B&N's not very good commitment to satisfy the customer.

******

In his original post, gilgomez said he call the 1-800 number and talked to Victor in Technical Support.  Maybe Technical Support representatives are authorized to refund checks (cash) where store manager’s aren’t.  Not sure.  If I could get the cash, I'd wait the few days to get it.

[Mark_OB1 Bibliophile]

Larry,

> In this case POS does not mean "Piece of Sh**", it means "Point Of Sale" system and is the computer system that runs the cash reregisters and accounting at B&N stores. <

 That crossed my mind as well.  However, in this particular case, I'd say that both apply.  

Inconveniencing customers, and locking up their cash in your system, isn't something you can get yourself off the hook for just by saying, "Sorry, it's the computers fault. It won't let me do it any other way."  Change the d@mn software fer cryin' out loud!  It's not set in stone (unless, of course, that's the way B&N wants it to be).

- Mark

[mohawkx]

---

Mark_OB1 wrote:

Larry,

> In this case POS does not mean "Piece of Sh**", it means "Point Of Sale" system and is the computer system that runs the cash reregisters and accounting at B&N stores. <

 That crossed my mind as well.  However, in this particular case, I'd say that both apply.  

Inconveniencing customers, and locking up their cash in your system, isn't something you can get yourself off the hook for just by saying, "Sorry, it's the computers fault. It won't let me do it any other way."  Change the d@mn software fer cryin' out loud!  It's not set in stone (unless, of course, that's the way B&N wants it to be).

- Mark

---

My thoughts exactly.

[gilgomez]

A follow up to my Nook Tablet return issues:

Last night I returned to my local store located in Palm Beach Gardens, Fl. and when I informed the young lady at the cash register that I was there to return my NT the drama once more began.  She called for her manager or supervisor (not the store manager, it was evening time) and she politely informed me she needs help in processing a Nook return or exchange.

When the store supervisor or evening manager joined us I informed her that I was returning the NT because it didn't meet my needs or expectations as a small tablet.  She said that it was past the 14 day return time and if it isn't broken, she can't process the return.  When I informed her of the holiday return policy that covers my NT she argued the policy's existance!  She denied that BN has a longer holiday return policy for the Nook and so I showed her on my phone, the webpage which I clipped and saved as a pdf just in case this situation came up (2nd time at same store!).

Don't want to bore you all but DO want to inform B&N booksellers or employees reading these posts that a problem exists regarding the special holiday policy and customer service at my store.  

I found it ridiculous that someone acting as a manager isn't informed or denies that a return policy (special promo for the intro holiday sales of the Nooks) exists.  That as a customer I was treated very rudely via their tone, body language and attitude.  I had to stick it out because on both visits I was literally blown off and had to pull up a copy of the policy on my phone.  Even doing this I met stubborn resistance to a return.

When last night they finally returned to the front desk to tell me they would handle this as a special situation because the manager "was aware of my problem...?" she offered a store credit.  I told her I needed the entire purchase price refunded as a gift card (I didn't ask for cash) but she said the manager only authorized in store credit.

We then debated the difference between both terms and she finally conceded to issuing a gift card.  Whew!  I just can't believe this.

I share this lengthy post because I think it is important that those BN folks be aware that some serious customer service issues exist at some stores.  I really have enjoyed the Nook ereader application and will continue to purchase most ebooks from B&N but will probably avoid shopping at my local store in the future.  Shame but honestly, to have a supervisor or acting manager insinuate that I am making up a B&N policy is unacceptable.  All smiles till a problem comes up and then they show their claws.  Wow. 

[flyingtoastr Scribe]

---

gilgomez wrote:

When last night they finally returned to the front desk to tell me they would handle this as a special situation because the manager "was aware of my problem...?" she offered a store credit.  I told her I needed the entire purchase price refunded as a gift card (I didn't ask for cash) but she said the manager only authorized in store credit.

We then debated the difference between both terms and she finally conceded to issuing a gift card.  Whew!  I just can't believe this.

---

Odd. Store credit is always given on gift cards, since we haven't even offered seperate store credit cards for longer than I've been working for the company (for good reason - it's a waste of money). They are quite literally the same thing.

[JMTR]

gilgomez wrote: "I found it ridiculous that someone acting as a manager isn't informed or denies that a return policy (special promo for the intro holiday sales of the Nooks) exists."

Usually, such snafus are the result of organizational incompetence. Internal communication regarding major policies is often astonishingly poor within big companies, particularly when there is a clear division between the "corporate" and retail units. Parliament's pronouncements frequently fail to reach the colonies.

I also believe, however, than the failure to adequately disseminate pro-consumer policies -- i.e., those that will cost the organization money when followed -- is sometimes deliberate. The announcement of the policy placates customers as a general mass, and earns PR points, but then the expected lax enforcement cushions the blow on the company while pissing off only the isolated (at least, to their individual knowledge) customers affected by it. This is somewhat similar to the use of rebates to support lowball price advertising; the company knows that a 100 percent rebate submission rate would cost $X, but obfuscatory instructions and layers of red tape will hold the submission rate to say, 50 percent, and cost only $X/2. It would be easy to announce a liberal return policy while simultaneously expecting that it won't be followed everywhere. E.g., "We know that many of the stores won't know what's going on, or will resist providing a refund when customers ask, so as long as we don't get too aggressive in insisting on compliance, the bottom-line hit will be quite manageable."

I leave to your judgment the explanation for the difficulties you encountered at your local B&N store.

[gilgomez]

---

JMTR wrote:

Usually, such snafus are the result of organizational incompetence. Internal communication regarding major policies is often astonishingly poor within big companies, particularly when there is a clear division between the "corporate" and retail units. Parliament's pronouncements frequently fail to reach the colonies.

---

The experience last night not only reinforces my suspicions that the above is true, I have a very strong suspicion it is all being done to as you say, win PR points while not having an honest corporate desire to carry out the promoted policy if someone wanted to actually return the unit.  They simply seem to be offering up the detested "Bait and Switch" sales pitch.

And let me just share that I was so offended by the whole ordeal that I want to write to B&N and request my membership (purchased the membership to help pay for the NT) be cancelled and the $25 membership fee be reimbursed since the whole purpose for joining is now worthless.  Got burned for $25, that is how I now view the B&N membership fee since I now will avoid entering the store for gift shopping.  Plus the membership offers no discounts for ebooks so why bother..

I think it important for B&N staff out there know about this situation because it affects jobs....bad service equals less customers in stores.....I think B&N sales and managers should go out of their way to INCREASE traffic to the store and strive for excellence and positive customer experiences.  That will give you customer loyalty and business.........think long term and not just about making a buck now.  That is all. 

[flyingtoastr Scribe]

BN corporate made the extended return policy quite clear to stores, and explicitly mentioned that it included NOOK products, whether opened or unopened, so long as the unit continued to function (e.g. resellable condition).

This is a failure of your specific store. I'm not saying that BN corporate doesn't have some major communication problems (they do), but in this case they are not out to get you.

[moose_tracker]

gilgomez - I am surprised BN_Alex has not sent you a private email. He may not of as you listed the store in question.

I made a comment about inaccurate information that was handed out when I bought my NT.. Didn't affect me as I was not interested in the feature, but just stated surprise that the feature wasn't there when promoted at the store. Anyway I was shocked that BN_Alex emailed me for the location of the store.. I let him know that over all the salesclerk was fantastic, and what she said had not influenced my decision to buy it, so I was not upset. But, they just wanted to inform the store of the correct info so their sales clerks were not stating incorrect info.

Well in the end the NT's went back anyway, due to the other debaucle, which had influenced my buying the product (though through on-line research and no fault of the sales clerk).. And then the change influenced my returning the devices. OH WELL...

Even if not contacted, I wouldn't be surprised if you post did cause the store to get email from corporate, because you have listed the location of the store already..

So you ended up accepting $249 in gift cards?.. Wow.. I would say keep the Membership, you might buy tons of ebooks/magazines with that, but you may utilize the Membership to pay for shipping to other things you buy on-line..

Yeah, I too ended up with 2 Memberships 1 for each NT.. Don't know if my son will get his moneys worth, but I have already had 3 childrens books, 1 normal book, and 2 DVD movie purchases discounted from my membership.. So, even though the membership no longer worked out as a wash of $25 off my Nook, I think I might squeeze $25 in savings out of it.

[gilgomez]

---

flyingtoastr wrote:

BN corporate made the extended return policy quite clear to stores, and explicitly mentioned that it included NOOK products, whether opened or unopened, so long as the unit continued to function (e.g. resellable condition).

This is a failure of your specific store. I'm not saying that BN corporate doesn't have some major communication problems (they do), but in this case they are not out to get you.

---

Thank you for your comments as I am sure not all store managers or supervisors can be "in the dark" about such a big holiday sales tool, the extended return policy.  And I am sure most would not give customers such a hard time but wow, my local store is definitely a problem spot. 

I don't believe B&N is "out to get me" as I am not paranoid but I definitely feel that the situation at my local store indicates a different point of view or strategy on the part of the management there.

Another member of this forum which lives nearby has experienced a similar situation and was treated rudely by one of the back up managers there. 

And in case anyone is wondering as to the condition of the returned NT, it is in mint condition as it has always been carefully handled and kept in its very expensive B&N case.  I took very good care of the device and it was in perfect working order.

[CriticalRecept…]

---

flyingtoastr wrote:

---

Odd store credit is always given on gift cards, since we haven't even offered seperate store credit cards for longer than I've been working for the company (for good reason - it's a waste of money). They are quite literally the same thing.

---

Some stores still have "store credit" cards that are seperate from gifts cards. Two of the Barnes and Noble stores I have worked in have them, even though I have only seen them used on two occasions.

@gilgomez

I don't want to write this off as an isolated incident, seeing as how I don't represent Barnes and Noble stores, but I can assure you that every employee in the store I work in knows about the holiday return policy and it has been honored without any problems. Sorry to hear about your frustrating experience.

[gilgomez]

---

CriticalReception wrote:

---

flyingtoastr wrote:

---

Odd store credit is always given on gift cards, since we haven't even offered seperate store credit cards for longer than I've been working for the company (for good reason - it's a waste of money). They are quite literally the same thing.

---

Some stores still have "store credit" cards that are seperate from gifts cards. Two of the Barnes and Noble stores I have worked in have them, even though I have only seen them used on two occasions.

@gilgomez

I don't want to write this off as an isolated incident, seeing as how I don't represent Barnes and Noble stores, but I can assure you that every employee in the store I work in knows about the holiday return policy and it has been honored without any problems. Sorry to hear about your frustrating experience.

---

Thanks!  I am sorry as well because I used to shop there frequently since its opening but I will not be spending there in the future.  Of course, I will continue to use the Nook app on all my devices and will purchase Nook ebooks............  

[Marseilles]

It does suck that their software wouldn't give you like payment and that the store staff was ignorant and rude, but to be honest, I'm surprised you were able to get an offer to have a check mailed to you.  While I'm normally not a B&N-booster (for good reasons), that seems pretty generous, even with the delay.