6 Replies Latest reply on Jul 7, 2010 11:29 AM by ncdeac

    Gift Card Issue - Frustrating

    ncdeac

      Has this happened to anyone else?  I had on file a small amount (about $15) remaining on a gift card.  This morning I wanted to buy 4 e-books.  I knew my gift card balance would not cover all 4, but assumed the leftover balance would roll onto my credit card that I have in my account.  The first 2 books went fine, but the third and fourth were "declined" because my gift card had run out.  I got an e-mail stating that the gift card balance would not cover my purchase and I had to call customer service to get it straightened out and until I did I can't order from B&N again.  So first I called my credit card company just to make sure the card hadn't expired or something else and was told everything was fine and no attempt to charge my card had been made this morning.   Even the e-mail stating the Decline showed the last 4 digits of my gift card number, not my credit card number. 

       

      I tried calilng CS and was told it was the credit card, even though I had just checked with AmEx and was told it was not the credit card.   I gave her my debit account just to get this straightened out.  She then told me it still couldn't be processed so she would have to transfer me to the "Sales Audit" department which was an automated system that just once again told me my order didn't go through and to press 1 to pay for the book, which was what I had done before to get to the woman.  So basically I wasted an hour going around in a big circle, and still don't have this resolved. 

       

      Any ideas on what I can do???  I'm getting frustrated.

       

       

        • Re: Gift Card Issue - Frustrating

          @ncdeac,

          Thank you for posting.  We're striving to improve the reading experience and your input is valuable. 

          I do apologize for your experience, but I would still advise you contact our Customer Service Team at 1-800-THE-BOOK (1-800-843-2665) and asked to be transfered to our Sales Audit Team.

          • Re: Gift Card Issue - Frustrating
            bklvr896

            Did you check your B&N account to make sure the default credit card was set.  For some reason, the default credit card (at least on mine) gets "unset" periodically, so there is no default credit card listed.  

             

            Other than that, it should do exactly what you expected it to do, that's what usually happens when I buy something that exceeds the gift card price, but it's been a while that I haven't had gift cards stacked up.

            • Re: Gift Card Issue - Frustrating

              I had something weird happen to me with gift cards recently.

               

              I had three gift cards registered, one with $25, one with $10 and one with a balance of $4 and change.  I bought two books that came to $19.  B&N used the $10 gift card and the one with $4 dollars, did not touch the $25 gift card and charged my credit card for $4 to cover the balance.  Why they didn't use the $25 gift card to cover the balance is beyond me.  I chocked it up to bad programming and let it go.  If it had been for more than $4 then I would have called customer service.  But this has taught me to keep a close eye on my orders and where the money is coming from.

                • Re: Gift Card Issue - Frustrating
                  chesspain

                   


                  NomDePlumeIL wrote:

                  I had something weird happen to me with gift cards recently.

                   

                  I had three gift cards registered, one with $25, one with $10 and one with a balance of $4 and change.  I bought two books that came to $19.  B&N used the $10 gift card and the one with $4 dollars, did not touch the $25 gift card and charged my credit card for $4 to cover the balance.  Why they didn't use the $25 gift card to cover the balance is beyond me.  I chocked it up to bad programming and let it go.  If it had been for more than $4 then I would have called customer service.  But this has taught me to keep a close eye on my orders and where the money is coming from.


                   

                  My understanding from prior posts on this subject is the server does not automatically go to the next gift card on file when a prior gift card has insufficient funds.  It was advised that you go to a store (or call CS?) to have them consolidate all of the gift card balances onto one card.  I don't know if you have to have the cards in your possession in order for a store to do this transaction.

                   

                • Re: Gift Card Issue - Frustrating

                  Hi,

                   

                  The only time I've had a problem with this sort of transaction is when I attempted to use a VISA gift card that did not cover all of my purchase amount. The remaining balance did not roll over to my default credit card as it always has in the past when I've used a Barnes and Noble gift card.

                   

                  Still, at the time I was not told that I had to call Customer Service before I could order again. I just ended up having to make two separate transactions.

                   

                  Good luck! :smileyhappy:

                   

                  Bernadette

                  • Re: Gift Card Issue - Frustrating
                    ncdeac

                    I finally prepared myself for another attempt at Customer Service today.  I called and asked to speak with the Sales Audit department as was recommended by the customer service woman yesterday and Michael here on the forums.  The customer service rep, also named Michael asked what my issue was and once I explained it to him he immediately understood the problem and said he had seen it happen many times in the past.  Apparently there is a "quirk" in the system that when a gift card is depleted instead of rolling over to the default credit card it will once in a while keep trying to hit the gift card and comes back declined.  He said the Sales Audit would not be able to assist me, that the Systems department would be the better option but also said he could help me as well.  He asked for authorization to charge my AmEx on file and said that he and a "higher up" could process this for me manually.  He asked for my phone number, said he would take care of it and call me back.  About an hour later I got 2 e-mails saying my orders had "shipped" and I checked my Nook and both books were there. Yay!

                     

                    Customer Service is so hit and miss.  Yesterday I got a dud...today I got lucky!