B&N cares more about the bottom line than it does about its employees and customers.

I copied this above sentence from an ealier blog, and I find it to be very true. This comment above was from a former B&N employee, interesting!!! My sad experience is below.
I have been a regular customer of this B&N for over 10-years, but I am seriously re-thinking this loyalty. In an age where companies are struggling, what is wrong with B&N???? Their arrogance reminds me of Blockbuster about 8-years ago, with its' rewind, late fees, etc., I was angry about ALL of their 'hidden fees' of which smacked in the face of their arrogance and disregard for their customer and we know what happened with this story, Netflix!! Well, B&N seems to have this very same arrogant attitude!
There is a Bible verse that comes to mind here, " Pride goes before a fall."
here is my experience:
in a recent visit to my local Barnes and Noble, I was 'called out' by 3-managers in front of other customers in the cafe. I had brought Christmas cupcakes to give out to people that had recently offered me food treats. The food that they shared was not bought at the cafe, and neither was mine. Mine was home-made. I was screamed at by one manager as two others stood there also, but said NOTHING!!! I explained later that I was JUST reciprocating what had been so generously offered and accepted by me. And so I extended this gesture the day-after Christmas.
Then it was as if I had done something REALLY horrible!!! And all I did was to pass out a few cupcakes to a select few.
I really felt that my actions DID NOT warrant the absolute OVER reaction on their part. Their SCREAMING at me in the cafe IN FRONT of other customers was really very embarrassing AND humiliating!!! The one manager screamed that I was not to pass out any more cupcakes and not to bring any outside food to the cafe, and that IF I did that I would be forever BANNED from the store, and ALL of this was said in FRONT of all the other customers that were in the cafe.
The handling of this situation was appalable!!! Store managers at this location have a very strong attitude of arrogance and indifference. No one there in a management position could see their fault in this situation, only other customers thought it was handled rather poorly. And one last thought, NO WHERE in the store, on any door, or wall is there any post that outside food is prohibited!
I will be spending my dollars elsewhere, B&N has gooten too big for its own britches!!!

It came to my attention this past November that I was no longer receiving discount coupons from B&N where I have been a member for several years. I buy throughout the year but purchase a lot of books/dvds during the holiday season when many coupons are emailed. I contacted them about it.

CS told me that they don't email coupons to everyone??? Bullox.
Anyway, I received one email from them a week later acknowledging the problem sent a couple of coupons in that email and again I have received nothing since.

Tonight's customer service person told me it was escalated to New York and could go no higher. I asked her when I should expect a phone call or email?
She had not a clue but told me they are very busy now. Obviously too busy for a customer with a problem.
She again told me she could do nothing. I requested both times to either receive a slew of coupons or to give me a free membership renewal this January as compensation.
I check my spam box, have their email add in my contact list and have changed nothing in my bn profile. Basically for the past 8 months I have not had received the benefits of my membership and it would appear they don't care.

I ordered a number of items from Barnes & Noble online on Nov. 29th. Now I am being told that only one of the items will be delivered before Dec. 25th because one of the items was back-ordered. At no time was I given an option of having some of the items delivered earlier and was only told about this delayed delivery when I called up to inquire. They then refused to deliver the items that were ready any earlier unless I paid an extra shipping fee. Customer service at its worst. When I sent a complaint to their email, I got a canned response back three days later apologizing for any inconvenience. Now I will have no presents for my children for Xmas, and no guarantee that they'll even arrive before 2011. I'm livid. Amazon.com would never treat a customer this way and I will never order from Barnes & Noble ever again. I wrote a column about my awful experience at the Lynbrook Patch at http://ow.ly/3nb8w

I purchased a Demy for my wife's birthday at the end of May. When she opened it on her birthday in the middle of June she did not like it. We contacted Barnes & Noble about returning it and did as they stated. It was signed for on 7/2/10. They have told us that they have given us the $216 credit on several different dates. But the credit card company said that credit has not been received. We have tried contacting them and they won't reply. We have filed a complaint via our credit card company. I would not recommend anyone doing business with Barnes and Noble on line or on the phone to place an order.

I have copies of emails stating that merchandise was received back and that credit was issued. But as of 9/1/10 it has not been credited.

Some of the younger employees are nice, but the managers here are extremely rude. I tried to be so nice and patient. If they are so unhappy, perhaps they could work somewhere else.