6 Replies Latest reply on Jun 2, 2010 9:43 AM by Michael-V

    Beware of purchasing Ebooks from Barnes and Noble!

      The other night I searched for the Jhon Ciardi translation of The Divine Comedy

       

      "The Divine Comedy by Dante Alighieri: Book Cover The Divine Comedy by Dante Alighieri, John Ciardi ( Translator) Paperback Reader Rating: (48 ratings) Detailed Ratings: " Characters" See All * Read customer reviews * Write a Review * ISBN-13: 9780451208637 * Sales Rank: 11,124 * Pub. Date: 05/27/2003 3 1/2 inch diskette enclosed/IBM compatible More * Read reviews * Also available in Digital eBook"

      I selected the available in Digital eBook and paid for and downloaded it.

      Once I opened the eBook, I realized that Barnes and Noble made a mistake and this was not the correct eBook.

       

      I emailed there support and received this response:

      Thank you for inquiring about eBook returns and refunds.

      As stated on our website, Barnes & Noble eBooks cannot be returned and
      are non-refundable once they have been downloaded to a computer or
      device.  Our records show that your eBook was successfully downloaded
      after purchase.

       

      I responded back by saying it was Barnes and Noble mistake and how else was I suppose to know it was the wrong book without downloading it.!

       

        • Re: Beware of purchacing Ebooks from Barnes and Noble!
          bklvr896

          This can happen at any eBook store, not just B&N.  Call customer service and speak to someone in digital support.  They can download the same book and see it is the wrong book and either help you get the right book or refund your money.  That's what they did for me when I could only download the sample.  They tried, had the same problem and immediately refunded my money.  

           

          Sometimes speaking to a person is a better option than email.

            • Re: Beware of purchacing Ebooks from Barnes and Noble!

              I know mistakes happen, but the reponse was not accpetable.

              If we ( customers)  are downloading ebooks and it's the wrong version or book and not our mistake that me made, we shopuld not be held the one responsible for there mistake.

               

                • Re: Beware of purchacing Ebooks from Barnes and Noble!
                  AlanNJ

                  Call customer service and speak to an actual human rather than an email flunky who will just send you a canned answer.  B&N customer service is surprisingly good and very helpful.

                  • Re: Beware of purchacing Ebooks from Barnes and Noble!
                    bklvr896

                     

                    FusionLA wrote:

                    I know mistakes happen, but the reponse was not accpetable.

                    If we ( customers)  are downloading ebooks and it's the wrong version or book and not our mistake that me made, we shopuld not be held the one responsible for there mistake.

                     

                     

                     

                    For most large companies, whenever you send an email to the help desk, you generally get back a pretty generic canned response.  Whether someone is just pasting text in or it is an automated program that provides an answer based on key words, for a lot of people, it gives them the answer, but for many others, it doesn't.   it's rarely the answer I want.  Sometimes I get back responses from companies that have nothing to do with my original email.  From a consumer's standpoint, it is often annoying, but most large companies get an extremely high volume of emails to customer service and they realistically can't staff it with enough reps to answer the emails in a reasonable time.

                     

                    Your options are to reply to the email, most of the time when you do that, you will get a better answer back.  But again, your best option is to call customer service and talk to a live person.  They can go over it with you immediately, check the book you are talking about, and resolve your issue.  I certainly wouldn't give up or be this upset over the first email response you get. 

                     

                • Re: Beware of purchasing Ebooks from Barnes and Noble!
                  Doug_Pardee

                  I'm going to add my voice to the chorus. E-mailing customer service is a waste of time. Call them. B&N's phone support people are really great.

                   

                  B&N Customer Service: 1-800-THE-BOOK (1-800-843-2665), option 2 for Digital Support.

                  • Re: Beware of purchasing Ebooks from Barnes and Noble!

                    @FusionLA,

                    You should have received a refund by now.  Please let us know if your issue was resolved.

                     

                    Your Admin.,

                    Michael-V