Customer service is awful
by marsfire16 - Written: Sep 04 '07 (Updated Sep 04 '07)
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I have ordered from Barnes and Noble numerous times and have enjoyed being a customer and member. They're a great company...when your order is problem free. When you do have a problem though, their customer service is terrible. My textbook order was lost by UPS. Their solution to the situation was to place a tracer on it, which takes 8 business days. If the order was not found they stated they would credit my account and I could re-order the books. This was not an effective solution because my classes were starting in a week and I could not afford to fall behind on my reading (I'm in a doctoral program). They would not send out a replacement due to "policy" and would only respond to my concerns with generic "I understand" statements which just parroted my words back to me. I'm still waiting on the results of the tracer (which was started 8/23)and waiting for my credit. I will be using Amazon in the future. I re-ordered my books with them and once again UPS messed up. In contrast to Barnes and Noble, Amazon refunded my 2 day shipping and offered to send a replacement without me even asking for it.
Recommended:
No
What product did you purchase or try to purchase? textbooks
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