8 Replies Latest reply on Feb 10, 2010 12:02 AM by four0six

    I got the wrong book and no one will help me

      I ordered a book via my Nook and received a completely wrong book.  The book I ordered was about the Civil War and the book I received appears to be a romantic novel.  What's more, I cannot reach a human being to fix this for me.  The help line provided keeps sending me to the Digital Download department, and no one is answering that phone number.  I was on hold for an hour and a half.

       

      Thoughts?  Does B&N even have a Customer Service department?

        • Re: I got the wrong book and no one will help me

          And now it seems the Digital Support service is closing.  No one can help me.  I asked the person on the general help line if I could delete the book myself and get a refund and was told that I cannot.  Awful, awful, awful.  Horrendous service.

          • Re: I got the wrong book and no one will help me
            I have the same problem. I bought a fiction book and got a book about Hinduism. It is the correct title in my library, but the wrong book when I try to read it. I emailed customer supprt with out a reply after 2 days. (They said 24 to 48 hours) I am on hold for the third time. Over an hour each time and no one picks up. I know another person who tried to buy the same book and got the wrong one as well.
            • Re: I got the wrong book and no one will help me

              I also downloaded one book and got another.  Reported thru customer service email and I'm waiting on reply.  See how long it takes.

                • Re: I got the wrong book and no one will help me

                  These guys really need to take a page out of Apple's book.  If you make a mistake purchasing a song or an iPhone app, they will gladly refund your account on the spot.  The two times that I have needed it (one mistaken download, one falsely advertised app) they gave me my money back, plus a free song download, plus the app and song were never deleted from my account (not that it mattered, the app didn't work anyway).  It is ridiculous though that to just delete a book from your account and refund you takes 24 to 48 hours (if it's ever done).  A person should be able to perform that task at their workstation while talking to you.  It's painfully obvious that BN has never sold an electronic item before.  They're clearly bombarded with both legitimate issues as well as just dealing with the technologically illiterate.  It will work itself out, I'm just very glad my Nook and BN.com accounts are in full working order!

                    • Re: I got the wrong book and no one will help me

                       


                      harkinat0r wrote:

                      These guys really need to take a page out of Apple's book.  If you make a mistake purchasing a song or an iPhone app, they will gladly refund your account on the spot.  The two times that I have needed it (one mistaken download, one falsely advertised app) they gave me my money back, plus a free song download, plus the app and song were never deleted from my account (not that it mattered, the app didn't work anyway).  It is ridiculous though that to just delete a book from your account and refund you takes 24 to 48 hours (if it's ever done).  A person should be able to perform that task at their workstation while talking to you.  It's painfully obvious that BN has never sold an electronic item before.  They're clearly bombarded with both legitimate issues as well as just dealing with the technologically illiterate.  It will work itself out, I'm just very glad my Nook and BN.com accounts are in full working order!


                       

                       

                      Sadly, the Amazon Kindle is like this too.  You buy a book.  And it posts a link saying "Did you buy/receive the wrong book?  If so, click here for an IMMEDIATE refund".  It gives you like 24 hours to do that, and it's instant.  I bought both, ended up keeping the Nook (big part of that was that B&N will charge a restocking fee).  Amazon gave me a shipping label and a FULL refund, on the 30th day.  No questions asked.  15,000% better CS on me RETURNING a product, rather than complaining about the product I kept and want to love.

                       

                      B&N CS is disgustingly abysmal.  The mods on here help the best they can, and offer great insight.  However, the core telephone guys are terrible.  The last guy I talked to was very rude, and unwilling to offer a stance against his company's.

                       

                      I hope you get it sorted out.

                  • Re: I got the wrong book and no one will help me

                    I love my Nook but I would not recommend it to anybody because of the CS wait time.  I have had to call them 3 times and never waited less than 3 hours.  Most people do not have that kind of time.  They really need to get this fixed or will lose sales in the future.