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BarnesAndNoble.com nightmare


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13 replies to this topic

#1 of 14 OFFLINE   Adam Lenhardt

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Posted December 01 2010 - 09:26 AM

On Sunday, I placed an order for two full season TV DVD sets with Barnes and Noble with 1-3 day Express Delivery. Later that day, I received an email from Barnes and Noble telling me the order was ready to ship on Monday. After hearing nothing all day Monday, I get an email telling me my order had been delayed and that I could cancel the delayed items. When I went on the website to do so, it seemed to let me. But then I got an automated email telling me that "Unfortunately, we are unable to complete this request, as your order has entered the shipping process or has already shipped." I called their 1-800 number. The first rep looked up the order in the system and discovered both items were backordered, so they couldn't possibly have "entered the shipping process." She put me on hold while she went to talk to her supervisor about canceling the order, but the call got disconnected after about four minutes on hold. I redialed the 1-800 number and got another rep, who looked up my order, confirmed it was backordered, and told me she canceled the order. About five minutes after I got off the phone with her, however, I got another email from Barnes and Noble telling me the order could not be cancelled because it had entered the shipping process.


Worst customer service I've experienced in a long time.



#2 of 14 OFFLINE   Adam Lenhardt

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Posted December 01 2010 - 11:37 AM

On my third call I at least got a customer service rep honest enough to tell me he couldn't cancel the order. He suggested I refuse delivery when UPS comes to drop it off, and when I asked what I do if it's dropped off when I'm not home he agreed to mail me a return label so I wouldn't have to incur the shipping costs. So in the end it looks like I'll at least come out of the ordeal not owing anything, but it's still proven to be waayy more complicated than it needed to be.






#3 of 14 OFFLINE   Chi Chi Rodrigweez

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Posted December 10 2010 - 07:22 AM

I had a similar experience with them.  I ordered two TV show season sets on DVD form their website.  It was the Sunday after Black Friday, so they were on sale at a very good price, plus free shipping.  I got an email later that day saying the order had been processed.  Another email followed that night saying the order had shipped. The order arrived 5 days later.  Problem was, the discs in the box were completely different titles from ones I ordered (however, the packing slip listed my order correctly).  They weren't even in the same genre.  I phoned customer service and the rep indicated that the mistake had been corrected and that a new shipment would go out the same day, and that I should receive a confirmation email within an hour.  After 24 hours passed with no confirmation email, I phoned customer service again and spoke with a new rep.  She said the order didn't ship because one of the disc sets was not in stock.  I reminded her that the order was initially placed, confirmed and shipped without any indication whatsoever of the title not being available (titles in stock say "usually ships within 24 hours" on their website...this is what I saw when I placed the order).  What's worse, she informed me that when this happens they sometimes cancel the order, and if the item has to be reordered then the sale price may not be honored.  At this point I was extremely disappointed with them.

One good thing did occur, they went ahead and shipped the other DVD set that they DID have in stock (not sure why it was being held up in the first place), no shipping charge, and it arrived two days later.  They've still never sent an email regarding the status of the out-of-stock set...the only way I've been able to get any info from them is if I make the call.  If I look up the item on their website it says "usually ships in 1-2 weeks", so I'm holding out a sliver of hope that it'll become available soon and I'll get it at the sale price.  Not holding my breath, though.



#4 of 14 OFFLINE   Will_B

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Posted December 11 2010 - 03:09 PM



Originally Posted by Chi Chi Rodrigweez 

  She said the order didn't ship because one of the disc sets was not in stock.  I reminded her that the order was initially placed, confirmed and shipped without any indication whatsoever of the title not being available



That's because someone else got yours.


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#5 of 14 OFFLINE   Mark-P

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Posted December 11 2010 - 04:37 PM

My question is why do you need to refuse shipment? Don't you want them anymore? Just because there was a mixup about the status of your order you need to be spiteful and refuse them even though you will receive them in a timely manner? Of course I understand if you already placed an order elsewhere believing the B&N order cancelled. It's very nice of B&N that they are sending you a return label. Things can get hectic during the holiday shipping season and I think under the circumstances they did everything humanly possible to accommodate your cancellation.



#6 of 14 OFFLINE   Russell G

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Posted December 23 2010 - 09:43 AM

My problem right now is I haven't received my shipment and it's been over 30 days.  I chose standard delivery on 3 separate orders in Nov to take advantage of the Criterion sale.  They sent out 3 shipments at 3 different times, and I got shipments 1 and early this week I got shipment 3.  So I figure shipment 2 is lost.


That said, I'm lost too.  I'm in Canada, and I have no idea who the tracking numbers they list on the order screen are for.  I've emailed them, and all I got back a form letter of FAQs for the order process, and nothing addressing my issue.  I'm guessing I'm going to have to go to my credit card company and call back the payment if I don;t hear anything soon.  The email they sent says that they apologize for the delay in replying to my inquiry, but says nothing that I will get an actual response.


Really annoying.  I don't mind waiting, I do mind paying for something that I never received.



#7 of 14 OFFLINE   Adam Lenhardt

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Posted December 28 2010 - 07:50 AM

Originally Posted by Mark-P 

My question is why do you need to refuse shipment? Don't you want them anymore? Just because there was a mixup about the status of your order you need to be spiteful and refuse them even though you will receive them in a timely manner? Of course I understand if you already placed an order elsewhere believing the B&N order cancelled. It's very nice of B&N that they are sending you a return label. Things can get hectic during the holiday shipping season and I think under the circumstances they did everything humanly possible to accommodate your cancellation.


The items in question were Christmas gifts for my grandmother who lives four hours away. I was traveling with parents to visit her the following week, and needed to have the items before we left. Under the promised shipping date with the express shipping, they would have arrived in plenty of time. Once the shipment was delayed, that was no longer certain. After submitting my first cancellation request, I bought her a different gift at a brick & mortar store. I didn't get the automated email until after the new gift was already back and wrapped.


I wasn't that upset that the shipment got delayed; While the items were listed as shipping within 24 hours, as you say, it was a hectic weekend for them and these things happen. I was upset that a) The email notifying me of the delay gave me the option to cancel, but the bn.com website gave refused to let me exercise that option, b) instead of being straight forward with me, the first two customer support techs misled me and failed to resolve my issue, and c) the whole process ate up a great deal of my time over something that would have been instantaneous with other online retailers.


The brutal thing was that the shipment arrived as we were packing the car to take off for the trip. If they'd never told me about a delay, it all would have worked out fine.


Originally Posted by Russell G 

That said, I'm lost too.  I'm in Canada, and I have no idea who the tracking numbers they list on the order screen are for.  I've emailed them, and all I got back a form letter of FAQs for the order process, and nothing addressing my issue.  I'm guessing I'm going to have to go to my credit card company and call back the payment if I don;t hear anything soon.  The email they sent says that they apologize for the delay in replying to my inquiry, but says nothing that I will get an actual response.
Really annoying.  I don't mind waiting, I do mind paying for something that I never received.


If you post or PM me the tracking number they gave you, I'll do my best to figure out what delivery service it's for and point you in the right direction. I do a lot of shipping and receiving for my job, and am familar with most of the North American carriers.






#8 of 14 OFFLINE   ChadMcCallum

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Posted January 09 2011 - 07:35 AM



Originally Posted by Russell G 


I'm in Canada, and I have no idea who the tracking numbers they list on the order screen are for.



I'm having the same problem too. I ordered a Blu-ray on the 26th of December and it shipped the following day. The email they sent me telling me the package shipped says it was shipped by "CANADA POST/BROKER'S WORLDWIDE" and there's a 20 digit tracking number with no spaces in it but this number is useless. I've tired it at Canada Post, UPS, USPS, FedEx, DHL and it doesn't work anywhere. Broker's Worldwide doesn't allow you to track anything on their site. I don't know where Barnes and Noble got this number but it appears to be pointless. I guess I'll just have to continue waiting and hope my package is still on the way. Very, very frustrating.



#9 of 14 OFFLINE   ChadMcCallum

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Posted January 10 2011 - 05:16 AM

I found the answer on another forum. The tracking number is used internally by Barnes and Noble, its not meant to be used by the customer.



#10 of 14 OFFLINE   Russell G

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Posted January 10 2011 - 05:19 AM



Originally Posted by ChadMcCallum 

I found the answer on another forum. The tracking number is used internally by Barnes and Noble, its not meant to be used by the customer.



That's great too know, maybe if they ever reply to my email they'll let me know.  I'm loath to call the long distance number.



#11 of 14 OFFLINE   ChadMcCallum

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Posted January 10 2011 - 06:41 AM

You still don't have your package? Yikes.



#12 of 14 OFFLINE   Russell G

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Posted January 12 2011 - 06:05 AM

Package finally arrived last night.  A little beat up, and my "Night Of The Hunter" got a bit squished, but the discs survived.  As much as I would like to exchange that disc, I don't want to risk it since I was sure it was lost.


I never did here back from B&N on my emails.  Terrible service.  As good as that Criterion sale was, I doubt I'll ever order from them again.



#13 of 14 OFFLINE   ChadMcCallum

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Posted January 17 2011 - 05:59 AM

Yeah, I don't intend on buying from them again either. I know the holidays slow down the mail service but I've had items arrive from Amazon.co.uk (shipped with the cheapest shipping option available) far faster than this box set shipping the US. Still, it was $40 cheaper than anywhere else so I'll forgive some slowness but my patience is starting to run out.



#14 of 14 OFFLINE   ChadMcCallum

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Posted January 24 2011 - 11:04 AM

I finally got my order today. 29 days to get from the US to Canada is far too long but better late than never, I suppose.


I sent them an email a few days ago asking what was going on. They replied with a standard response saying they were busy, my email wouldn't be answered and to call them if there was still a problem. They also gave instructions on how to check my order status on their site and indicated that I could track my package there, which is a flat out lie and something I mentioned in my email to them. Terrible customer service. I've only had a problem with one online order before and that was from Amazon.ca and they replied within hours, were very nice and helpful and we were able to sort the problem out quickly.


Its going to have to be a very good sale to get me to shop from Barnes and Noble again.