I ordered a DVD collection from B&N on November 30. Several days later, I received an email that the shipment was delayed, and then another notice that it shipped on December 7. It hadn't arrived by December 18. I then sent two emails asking B&N to check on the shipment (which hadn't moved in a week); I received no response to the first, and a generic response to the second. I called, and after getting the runaround from one of B&N's customer service robots, it was agreed that the order was lost in transit and would be reshipped to our place in Vermont. I asked for email verification of the reorder, didn't receive anything, and when I called to confirm this found out that the robot hadn't reordered the merchandise. This time I spoke with a supervisor who assured me that the DVDs would be shipped out in time for Christmas. So, today's the 26th and UPS tracking says that billing info has been received and B&N's automated service says it hasn't been shipped. Tonight's scripted robot says the order has been shipped. Ill believe it when I see it. B&N's policy does not permit the robot to send an email to the customer to confirm tonight's conversation. Unfortunately the merchandise was purchased on a gift card - so I'm compelled to use it. B&N has the least responsive and rudest customer service department I've ever dealt with, and satisfaction is NOT guaranteed. I won't do business with them again.

When I purchased a Nook Color from the B&N store, I was suggested to use gift cards for the purchase so that I can use a promotion to get $20 back, sweet right? The part they do NOT tell you is, if you return the product, all you get is $200 worth gift cards, NO option to credit your money back to your credit card. Basically, they render their product impossible to return. If you try to return it like I did, you get no money back, they steal your money, and you get stuck with a high amount of useless gift cards that you will never ever use. Basically, they close all venues for you to return your product and get reimbursed.

My advise to everyone is steer clear of Barnes & Noble, since their business practices are dishonest. They do big mistakes as they did in my case, and they don't admit their mistake. All they care is how they can sit on your hard earned money, buy luring you by phony promotions to prevent you from ever being able to return their undesirable products. I am truly sorry to be so *** to ever step in their store, at least you don't repeat my mistake!

I order 2 movies on November 27th from B&N online. I am still waiting for them to arrive. I will never deal with these people again...

This has been by far, the absolute worst shopping experience of my life.

They advertise http://video.barnesandnoble.com/DVD/Harry-Potter-Years-1-6/Daniel-Radcliffe/e/883929077724/?itm=1&USRI=harry+potter as shipping within 24 hours. However, the email confirmation I received states an expected ship date of 1/5/2011. Checking the site again, the site STILL says ships within 24 hours.

When I call B&N customer service to cancel the order, a Christmas gift, I am told that it is impossible. I don't understand how an unfulfilled order cannot be canceled. I had a similar experience with Amazon.com, and was able to cancel the order without any problems, without calling customer support, without waiting on hold, and without being told a completely nonsensical situation. The B&N customer service associate offered the option to wait for the item to come back in stock (whenever that is), be charged for it and have it shipped to me, and then mail it back for a refund? How does that make any logical sense? That is the most asinine and backwards policy I’ve ever heard of and completely puts the responsibility on the customer for a scenario that should have never happened in the first place if your website was up to 1990 standards and could at least accurately reflect the amount of stock in the warehouse. Much smaller companies can at least do that, so what is the excuse for a large company such as B&N to have such poor policies?

They are flat out lying about their inventory, and then essentially holding my money hostage. I don’t want the item anymore, it’s a gift, and I’d rather buy the individual something that they can get in time for the holiday. I had heard that B&N was struggling a bit, so I guess that explains selling items that they can’t deliver and have to lie in order to get my money. Apparently the only option I have is to have the credit card number that I used to be changed. I refuse to be held accountable for a situation not of my doing that is the result of bad business, bad practice, and quite frankly, rather ridiculous.

I clearly made a mistake ordering from the website (or stores) that I won’t be doing again. The website was a poor experience as were their policies. The customer service associate was quite polite, and I do feel badly for her as I’m sure that B&N practices make her job rather miserable. Disappointed and frustrated don’t even begin to sum up the experience.

I ordered 4 books as Christmas presents on December 10, 2010. Original estimated shipment schedule was December 14. On the evening of December 10 I was emailed to the effect that they had been scheduled for shipment to NY on Dec. 31 delivery by Jan 6 -- long after Christmas. Their own website states that cancellations are possible unless book is scheduled for shipment in 24 hours. Spent 30 minutes on phone to customer service rep who was unable to cancel the order but promised that another dept would contact me within 24 hours. In fact, they did nothing at all. No wonder Amazon is eating them alive -- they don't observe the most basic principles of honest business.