B&N is a retailer. It doesn't outsource the creation of e-books (nor does it have the license to, except for books published under it's own imprint and out of copyright books). Publishers create the ebook versions of their products and then sell them to B&N (and other retailers). While I believe that B&N is passing along complaints about ebook formatting to the appropriate place(s), perhaps your complaint would be better directed toward the publisher of the book.
Although the content is superb, I'm left very disappointed because someone didn't set the book up correctly. The "Chapters" takes the reader to the chapter section OF THE INDEX and not the chapter. Thus, I cannot choose the argument / essay that interests me. ...It's obvious that B&N did not vet the basic structure of the book, they did not check that whoever they outsourced this too did the job correctly.
As others have said, B&N is a bookseller. It is the publisher's job to make sure their books are properly formatted.
In your next post you said:
"...If I buy a paper book with the table of contents missing, as is effectively the case here, I would expect B&N to replace it or refund my money. If the entire batch was like that, I expect them to remove it from their shelves. ...I don't expect B&N to "pass along complaints", I expect them to fix the problem and refund the customers money if they cannot."
There I both agree and disagree. If someone complains about a book's formatting & B&N determines that there is a problem they should let the publisher know & ask them to fix it--as has been noted B&N is not a publisher & can't fix books themselves. At the same time the person with the problem book should have their money returned & the book should be withdrawn until the publisher fixes the problem.
1. Your complaints are fair, just misdirected. Write the publisher. Suggest that the book they are selling doesn't uphold to their high publishing standards and reflects poorly on them.
2. B&Ns has no control over the chapters or index of a book. No one pulls Ulyssess from the shelves because a reader doesn't agree with James Joyces terrible approach to punctuation (which makes reading it just that much more of a chore).
3. It would be impossible for B&Ns to verify the content of every eBook they sell, just as it would be impossible for them to verify every dead-tree book. Customers need to tell them. Request a refund... cordially.
4. Write a review of the eBook. Warn other customers away.
5. Hopefully B&Ns adds the Go To Page function soonish.