Barnes & Noble.com

Did not meet their guaranteed delivery policy, which was pushed very hard both on their website and through e-mails, despite repeated assurances that the items would be delivered on time. The very worst on-line experience I have had with Christmas shopping this season - will go to other booksellers or order different types of products before returning to Barnes and Noble.

Customer service was sweet as pie when promising to deliver on time (and I still had time to cancel the order), things changed dramatically when they did not comply with their guarantee. All they offered was to discount the shipping price, which shouldn't have been charged in the first place, as the guarantee was free shipping AND delivery by Christmas.

Believing in their "free and fast delivery" come-on, I ordered 9 items on the Barnes & Noble website on December 11th. All items were noted to be in stock. I received an email from them saying the items would arrive within 3 business days. One item arrived within the promised time. I then received an email a few days later stating that the remaining items would be shipped out on December 22nd! I called and spoke with a customer rep who explained that the 8 remaining items were "probably" coming from a different warehouse and that their shipping policy was that they send out items when various warehouses put them together. She said she would transfer me to a supervisor but, instead, I got a recording advising me to leave a message. The recording also advised me that I could not expect a response to my message. I would not do business again online with Barnes and Noble. Very disappointing.

Barnes and Noble is by far the worst company ever. I had ordered a texbook online for it to be internationally shipped and i paid a load of money for it to be priority since i needed it in 4 days, they didn't ship it out until the next week. they are horrible in service, their 24 hours shipping is not guaranteed and never cheap. I would much rather buy my books from another store and still have it shipped to me in time. If your a student, don't shop at Barnes Noble, horrible!! and Shipping is always delayed, even if there's no holiday's or you had ordered it on a weekday.

My experience has been absolutely awful. After using Amazon for years, I ordered 2 copies of a 2 volume textbook from BN.com because my wife had a membership to the brick and mortar store and, with the membership, it was cheaper.

So, everyone do the math with me...2 volumes times 2 sets = 4 books. You can do it but BN.com absolutely cannot. First we received one set, then after 4 hrs on the phone including hold time, we received a second copy of volume two. So, currently I have 3 of the 4 books and there is no end in sight. They "can't find" the tracking info on their latest shipment and now they have 10 new excuses but I'm still waiting for the book.

They are currently unable to provide me with an estimate as to when this will be resolved.

Update: after a total of >6 hrs on the phone and multiple attempts, I now have 2 complete sets. In the interim, I received a 4th copy of volume 2. So, in addition, I have 2 extra copies of volume 2 that they don't want back.

We started a B & N membership a few months ago; about a month ago, the phone lookup on the membership just stopped working.

Called tonight and the phone number in their database was incorrect...suddenly, after several months of being right. They refuse to prorate my membership, after the rep I spoke with had me on hold for 15-20 minutes talking to her supervisor.

I am forced to discourage B&N membership.

I love this store...how can one not? Every book you could want is there...and if it isn't they can get it. I have found books there that my kids needed for school and had to order. I am in networking and have needed certain books for networking that were not on the shelf, but they were happy to find and order those for me also....I have never had someone give me a hard time while helping me with my searching...which on occasion have been in vain, but they help has always been there for me. My kids and husband also feel the same way.
At one point my husband was looking for a book we thought was out of print, an employee was not only able to find the book but able to place an order for it and had it delivered to the store, called us about it personally and we picked it up three days later.
Each time I find myself surprised by the amount of help I receive while I am there and the books I find in every nook and cranny.

Sent the WRONG book not once but TWICE! I was told the second time that I could return the book to the B&N store near my house. What a joke! The customer service Reps were RUDE, totally disinterested in my situation and seemed particularly irritated that I was "bothering" them with a problem that B&N.com had created. They let me know right away that they have no connection with B&N.com. When I first approached the customer service desk an employee was walking away from the desk and I asked if she worked in customer service, she seemed particularly irritated and said rudely, Yes! But I'm helping another customer! I have never been treated so rudely and dismissed so quickly by people who are suppose to be "helping" the customer! The only time I will buy from them in the future is if I am dying and I need a book that only they sell to save my life!

The Barnes & Noble.com website is TERRIBLE!

I was unable to log in while trying to purchase an item today. (Why require shoppers to log in to make a purchase anyway? I don't have to log in when I walk into their store!)

These jabronies wanted me to give them $25 bucks a year to get the good price! Plus, while my book qualified for "Fast and Free" delivery, I had to spend MORE MONEY to get it!?!?

I placed the order for the product on ANOTHER companies website for LESS MONEY and the transaction was completed in seconds!!!

No LOGIN...NO BS...NO CONDITIONAL PRICING!!!

I'll NEVER do business with Overstock.com again!

I have been a college student for quite some time. Barnes & Noble online has saved me a lot of money for the last few years. I regularly take advantage of their free shipping, use the membership card, and use all coupons they email out to me. I recently purchased three books that would have costs me $50 through the campus bookstore for $20 using bn.com.

I have never had a bad experience with them. I buy all my textbooks and gifts from them instead of going to our local store. If I order a book on the weekend, I will have it in hand via UPS on Tuesday using the Standard FREE shipping. On my most recent order, the books shipped out on Monday and I had them by Thursday afternoon. I used the to purchased my Christmas gifts at the last minute and had no problems with the items being delivered.

A new feature that they have added to their site, which helps me out a lot, is to find a book at a local Barnes and Noble. No more going to the store expecting them to have a book in stock and they don’t.

Attention, STUDENTS! I've always used Amazon.com to get my textbooks and never had a slightest problem. This time, as I was given a gift card, I decided to go with B&N. Big mistake. I placed my original order on February 28. It promised within 24 hours to ship out- it turned out to be 3 days. Then UPS misplaced the package and now it's lost. B&N is taking 8 business days (in my case 12 days with two weekends) to track it down, and in the meanwhile, B&N will not ship out a replacement order. I was told if the package doesn't turn out after that period of time, I MAY receive a credit back, but if the package is found, B&N will not give me a refund. A new session is starting at my school next week, and I don't even have the books. Other retail services would immediately replace your order upon notification, and then worry about the lost items (happened to me a couple of times in the past)- not so with Barnes & Noble, folks. Today is March 16. I placed an order of the same books with my trusted Amazon.com last night.

I ordered 2 books before Christmas and still have not received them. I have tried tracking them via the link they gave me to Drop Ship Express. I can not access Drop Ship Express's web page and keep getting an error message. I sent a not to Barnes and Noble 3 days and ago and still have not had a reply. I have been a long time customer of B & N but think I will switch all my business to Amazon from now on after this terrible experience.

The worst customer service I have ever received. Ordered and paid for 4 books. Received 2 after a reasonable amount of time. Send email to provider of remaining 2 books as instructed by Barnes & Noble. Never received a reply. Send Barnes & Noble service an email and then received 4 different emails with 4 different dates when I would receive the books. Each date delayed receipt until I finally asked for a refund. Was told I would get a refund but instead got another email stating that "well we may say 4-14 business days for receipt but we really mean at least 20 business days. If you don't receive by then, let us know." To date, have not received books or refund. Will never, ever use this service again when they rely on other book stores to provide their books and they have no control.

I was a bit confused at first how to enter my B&N membership number online...shouldn't it ask you right away? Anyway, you have that option right before check out. I saved $10 and qualified for free shipping. The site had a completely sold out book (in stores and on Amazon) and I was ordering 6 copies! Overall, it was a great experience.

I live on their website and will always keep them in my favorites! I love their clearances and absolutely enjoy going through the masses of their books on their site.

I've ordered audio and hard and paper books from them and have never had a problem with the product or service or shipping.

Their site is filled with endless supplies of books and you can always find the book you want (unless it is out of print) and sometimes even then you can get it through them.

They have one of the best customer support teams out there on the web.

I love to read and though I usually rely on the local library for my books some books are not available and or some are worth owning. BN is by far the best book store out there online or in person. They have everything including rare and used books (online) and delivery and service is great. They are a bit expensive (even with membership-which also costs $$)