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When we tried to return the book B&N refused to refund the shipping. If the return would have been because of a decision we made that would have been acceptable. But because it had to be returned as a result of their error we are not satisfied. As a result of this we will not be buying any products from B&N in the future.
And store fronts wonder why they are losing business to places like Amazon.
Yep, they are losing a lot of us due to stuff like this. We had another thread somewhere on this site about all the things brick-and-mortar book stores like B&N could do if they wanted to keep our business, but they seem to do just the opposite. I guess they just want to be a Nook, toys, desk supplies, and teen romance store.
I gave up on B&N (actual store and online) when they changes their membership program a couple years ago--charging more per year for smaller discounts. Sorry, but I can just get deeper discounts on Amazon and get free shipping. And membership is free. Adios!
Amazon is way cheaper, even after shipping. I could buy a book AND ship it for less than nine dollars on Amazon, but that same book would cost fifteen dollars at Barnes and Noble.
I prefer to patronize local bookstores (the few ones that are still around, that is...) for major purchases, and then use Amazon, Alibris, etc. for more obscure titles.
B&N did to mom-and-pop bookstores what Wal-Mart did to mom-and-pop general stores, and in terms of staffing, they tend to have a couple full-time managers and shift leaders, and then everyone else on staff works just under whatever the state minimum before they're entitled to benefits and unemployment is. Pretty shameful. Although I feel bad for people losing their meager jobs when a B&N closes, and it's also too bad that there's one less place to go, sit, and flip through books... ultimately, I don't really shed a tear.
Tek -- I don't know how you went about trying to do the return, but I think you're giving up too soon. Did you speak to a manager? What about the manager's manager? I escalate these things to no end (at least when I know I'm right, like you are). When they wouldn't even tell me whether they actually had an item in stock that I'd ordered -- but which didn't arrive with my other items -- that's when I realized they had no idea what customer service was all about.
They didn't send you what they advertised, and even though it's frustrating to do it, you need to keep pestering them, and each time firmly say that if they don't refund the book plus shipping costs (and that you want a postage-paid return label, if you still have the book), you will take it up with your credit-card company.
For many reasons, it's time that Barnes & Noble gets its head out of its ... Nook.
Good luck, and remember: never, never, never give up! (Esp if the Mrs. is unhappy!)
You could try to return it to a B&M store. A sympathetic manager will probably do the return, although they're not required to take the returns from bn.com.
I worked at B&N last holiday season, and they are getting pretty desperate. You'd think Borders closing would have helped them, but they were desperately cutting hours until we ran the store on a skeleton crew for most of the holidays. By the time my temp position ended, the store announced they "owed" hundreds of hours to corporate (ie, they used more labor than corporate allowed and had to "pay it back") and were 150 projects behind (so the store was a mess, incorrect signs, missing displays, etc). This was one of the most successful stores in the Southeast.
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