Barnes & Noble (www.barnesandnoble.com) has a 1.7 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is poor. 72% of reviews are 1 star, a relatively high share; The business has replied to 89% of negative reviews; 73 of them were added in the last 12 months. Last updated 2026-08-10.
What people say
M
Mike · 2 reviews · Experienced 2026-01-26 ·
★★★★★
Website Is SLOOOOOOWWWWW
This review is only concerning the Barnes and Noble website, not the physical stores, which I love visiting.
I logged into (or rather I attempted to log into) the B&N website to post a review on a book I purchased, but the website was so mind-numbingly slow that I eventually gave up. The website would load the home page, but whenever I would try to log in or navigate, it would bring up a scrolling wheel loading icon, and just get hung-up there. For reference, I was using the Android version of the Opera Mobile Browser app (a fork of Chrome with very wide compatibility).
As someone who works in the IT industry, B&N needs to take a look at their web servers, and likely needs to either roll out some updates, clear caches, or speak with their ISP about increasing their bandwidth, because the website is borderline unusable in its current state.
Have a Premium Membership for 39.99.
Thought would be useful as " free shipping " with Premium Membership.
Scam. Ordered 1 book online. Charge for shipping fee. Spoke to Customer service, apparently exclusions. Will not pay for further Membership.
Reply from Barnes & Noble2026-01-16
Thank you for reaching out and sharing your concerns. We're sorry to hear about your experience with your Premium Membership and the unexpected shipping charge. Please respond to the accompanying request for more information so that we can take a further look.
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Anonymous · 4 reviews · Experienced 2025-12-23 ·
★★★★★
Scammers
Ordered 2 CDs through customer service in person at a store. One cd arrived and the other one by Camilo Sesto still hasn’t arrived.
Contacted Barnes & Noble through email who said my Camilo Sesto cd would arrive by January 12, 2026. Barnes & Noble also removed the cd listing from their website. Yesterday was the expected delivery date and I’ve never received any actual proof that it was shipped. I feel like Barnes & Noble stole my money without any explanation for something they don’t possibly have since the CD doesn’t legally exist anywhere else online. The supposed CD was also never announced on Camilo Sesto’s social media pages.
Avoid Barnes & Noble at all costs.
Reply from Barnes & Noble2026-01-13
We sincerely apologize that you did not have a good experience with your order. Please respond to the accompanying request for more information so that we can take a closer look.
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Misty Johnson · 3 reviews · Experienced 2026-01-11 ·
★★★★★
Absolutely horrible review submission process
Absolutely horrible customer service. I post a review and it was not submitted properly with the photos. I resubmit the review and it was not approved. Which was the same review that went live initially. When asked why was it not approved the manager was clueless. She felt I should just keep resubmitting: The review process of editing is a nightmare!
Reply from Barnes & Noble2026-01-12
We apologize that you didn't have a good experience. Reviews may not post immediately once submitted, and if subsequent reviews are placed they may all be rejected as duplicates. An email was sent regarding this, if you did not receive it, please check your spam or social folders with your email provider. If you still need assistance, please respond to the accompanying request for more information.
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Michael Rubinstein · 7 reviews · Experienced 2025-09-16 ·
★★★★★
I ordered a paperback copy of "Of Love…
I ordered a paperback copy of "Of Love & Other Demons" by Gabriel Garcia Marquez. When it arrived there was what looked like foxing or moisture damage.
Reply from Barnes & Noble2026-01-11
We're sorry to hear this and sincerely apologize for any disappointment. If you still need assistance, please respond to the accompanying request for more information.
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peter Oliver · 2 reviews · Experienced 2025-12-28 ·
★★★★★
Barnes & Noble poor level of service all around
I ordered a book and they shipped the wrong book. I drove to the store and returned it. The person taking back the book was somewhat apathetic - no offer of a small credit for my time and miles as a courtesy. They processed the return and re-ordered the correct book. I noticed the amounts were off by a small amount so I emailed Customer Service - who asked for all my information which I gave. I was curious why they as the vendor couldn't look it up. I was also asked to transmit over copies of the receipts which I did. When I submitted them, I was advised they weren't clear enough. At that point, why bother as my time was worth more - and they lost a customer.
Reply from Barnes & Noble2026-01-09
Thank you for sharing your experience with us. We're truly sorry for the inconvenience you encountered. We appreciate you bringing this to our attention and the feedback you provided will help us improve our process. Please respond to the accompanying request for more information so we can take a look.
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Karen · 3 reviews · Experienced 2026-01-05 ·
★★★★★
Went in to purchase a canning book…
Went in to purchase a canning book yesterday. There was non in the store. I talked to the gal at the desk, she looked it up and that they were out but getting more in a week. So I had her put my name in so they could hold one for me. Today I get an email thanking me for my order, and that they were unable to fulfill my order.
Reply from Barnes & Noble2026-01-06
We’re very sorry that we were unable to fulfill your order, and we understand your disappointment. Please respond to the accompanying request for more information so we can look into it.
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Susan D · 12 reviews · Experienced 2025-12-28 ·
★★★★★
A bit more transparency needed
Was glad for the 25% store discount today, but one of the books I wanted was not in stock. Customer service offered to have it shipped to me so that I could enjoy the 25% discount. What they didn't tell me is that I would pay for shipping. When I got home and reviewed my bill, I called to complain, and the same rep who helped me today said that's store policy. I let her know that not every customer will be aware of this, and a heads up would be appropriate. Had I known, I would have skipped ordering it... I paid more than I would have without the 25% off. I'm fed up.
Reply from Barnes & Noble2025-12-29
We're sorry that you were not informed of the shipping fee and for any disappointment this has caused. Please respond to the accompanying request for more information so that we can further assist.
I have informed all my family and friends to never give me a Barnes & Noble gift card again as I will not ever attempt to place an order on their website. The absolute worst order processing site I’ve experienced. Is it there goal to create such a problem attic system that people may not redeem their gift cards? -100% profit. Small online bookstores and the public library will be the only sources for my avid reading from henceforth. No wonder Amazon has cornered the world. Since their media competition is just so absurdly inept, I can understand how consumers will opt to forgo this amount of frustration, even though it means continuing to feed the multi billion dollar earth crushing machinery.
Reply from Barnes & Noble2025-12-29
We sincerely apologize for the difficulty you experienced with using your gift card when placing an order on our website and for any frustration this may have caused. Information on using gift cards for purchases online can be found here: https://help.barnesandnoble.com/hc/en-us/articles/5326603524379-Using-Gift-Cards-for-Purchases-on-bn-com Please respond to the accompanying request for more information so that we can take a further look.
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Anca Nitu · 8 reviews · Experienced 2025-12-21 ·
★★★★★
Don't buy e-books from this vendor
When you purchase e-books from this vendor you don't receive them, you receive the " right" to try and read them on their very glitchy platform NOOK
Freezes, skips pages and resets by itself every few pages or so
I boufpght 3books last week, couldn't enjoy them, asked for a refund
Only 2books were refunded according to the automated email I got
Was unable to obtain refund confirmation for the third book, they claim they refunded all however the glaring difference between invoice and refund notice tells otherwise
I will have to dispute the charge with my credit card company which is a pain
Save yourself the trouble, don't buy e-books from Barnes & Noble
After posting this message I got a message from Barns& Noble to provide additional information allegedly on an " accompanying form", which they didn't attach to their request
Speaks volumes about the disorganization and poor customer service offered
To Barnes& Noble: I already provided all possible information to 3 of your employees,today
Reply from Barnes & Noble2025-12-22
We're sorry for the issues you have had with your eBook orders and for any frustrations this has caused. Please respond to the accompanying request for more information so that we can take a further look.
I ordered 3 books for family members Christmas presents however my address defaulted to an old address of a company I used to work at and they're being delivered there, and I don't live by or work there anymore so I can't get these books. Barnes and Nobles has informed me there is nothing they can do because I had the wrong shipping address, one book is being delivered Sunday, and no one is at the building. I'm upset because I spent a lot of money and now, I don't have presents. I used to love B and N but I'm so disappointed with them and their lack of customer service I may be cancelling my membership and no longer shopping with them. Yep, I didn't check the address before I submitted but they have no interest in working with me or trying to find any other means of reimbursement or replacement of these items.
Reply from Barnes & Noble2025-12-21
We sincerely apologize for any inconvenience you experienced with your order. If you would like us to take a further look, please respond to the accompanying request for more information.
UPDATE December 23, 2025
Changing my review! I’m giving B&N 5 Stars. They went out of their way to make things right and even included a 20% off coupon. Not only that, but yesterday (12/29) I received the last part of my order, which arrived early. Unfortunately, the item arrived damaged due to poor packaging. B&N is sending a replacement straightaway.
Thank you B&N for making things right!
Initial Problem:
Horrible. I ordered from B&N online. I had $25 in rewards. I ordered 3 items. Paid my balance that I owed. One item will not be in until after Jan. 1, which is no problem. The other 2 items are gifts for Christmas. I placed my order Dec. 11. I received a tracking number a few hours later. This is how B&N is paid. Once that tracking number is generated, they get their money because the items are now classified as “shipped.” On the B&N website, it stated my 2 items would be delivered by Dec. 19. Today is Dec. 16. I checked my tracking on my B&N account. It states that the order has not even been picked up by the carrier. I plugged the tracking number into both the UPS and USPS tracking website. Both state the tracking number is invalid. I chatted with customer service for help. I chatted with an agent. The only help she could offer was to repeat my problem back to me. I called customer service. The agent said there was nothing she could do until the 19th.
This is the last time I’m ordering from B&N. I will go to my local bookseller who is an hour’s drive away, but my nearest B&N is 40 minutes away. Octavia Books in New Orleans has my business from now on. Barnes & Noble can keep their incompetence. I surely don’t want to spend my money on it.
Dec. 16 Reply to B&N: I placed my order Dec. 11. B&N does not charge the customer until the item is shipped. A shipping/tracking number was generated. I was charged. I checked my tracking daily since I placed the order. The carrier has not picked up the order, but your website says it has shipped. I plugged the shipping number into UPS and USPS. Both carriers say they have not received the package. I chatted with a customer service help specialist. All she did was echo what I had told her. She said there was nothing she could do. I asked her to tell me which B&N still had the package. She said she wasn’t allowed to do that. I called the 1-800 number. Same useless help. I emailed, but no reply. Now, I’m sitting here explaining this for the millionth time so that B&N can qualify my complaint as legitimate!!!! Just look at your reviews for B&N online!!! I’m not the only one!!! The problem is with B&N!!! You’re taking money from customers, but not shipping anything!!!
Reply from Barnes & Noble2025-12-16
We sincerely apologize that you did not have a good experience with your order. If you would like us to take a further look, please respond to the accompanying request for more information.
"Order Failed Verificiation Process" - what exactly are they verifying? I really love the Nook app, but I guess I'm canceling my membership and buying my ebooks elsewhere, as I do NOT have time to be calling to find out why I can't place a simple order online. Kindle, Kobo and Apple Books don't have this problem.
Reply from Barnes & Noble2025-12-14
We sincerely apologize for any inconvenience you experienced with your order. If you would like us to take a further look, please respond to the accompanying request for more information.
Website is so garbage I am breaking down while writing this. I just want to shop for a gift for a friend but they keep denying me access to my own credit card number
Reply from Barnes & Noble2025-12-09
We apologize for the issue you're having. Please respond to the accompanying request for more information, so we may take a look.
Some of the worst customer service I have ever experienced. The left hand doesn't know what the right hand is doing and you as the customer will be the one caught in the middle.
I've been dealing with a warranty replacement with them for 6 weeks now, getting the run around from everyone I speak with. Everytime I call, I'm told a replacement is being sent to me and everytime I called back, the next agent tells me nothing has been sent.
I wanted to find a viable alternative to Amazon but unfortunately, I'm going back to my Kindle. Amazon is evil but at least I don't have issues like this with their service. In the meantime, I will be taking B&N to arbitration if they continue to string me along further.
Protect your peace and stay away!
Update: Ok, as of today I have finally received my Nook back. It's too little, too late to change my opinion of B&N but in the interest of fairness, I will try to document here what I believe happened. (Note: The official story from B&N would change depending on who I was speaking to so this is the best I could guess at from parsing the conflicting information I kept getting):
Barnes and Noble sent me a return label for my defective device and only realized it wasn't covered by the warranty (because I purchased through Amazon) after they received it. Despite this when I would call for updates, reps would tell me that they were sending a replacement device. Nothing was said about it being out of warranty. For weeks, everytime I would call, I would get a new rep who would tell me my device hadn't been sent yet but that they would be sending it that day.
Eventually fed up with this, I initiated the 60-day informal dispute resolution process, the first step before arbitration. After I did this, I finally received a call from someone higher up who explained that my device was not covered by the warranty. I suspect B&N may have lost the Nook I sent them because when I asked to get it back so I could return it to Amazon, the person instead told me they would be making an exception and sending a replacement. Fine. She explained that she had hoped to give me tracking information on that call but the device had not shipped out in time. She told me she would email me with tracking info the next day and would personally see to it that my replacement was delivered to me.
Four days went by without hearing anything. I called in again. The first rep I spoke with put me on hold for several minutes and then hung up. The second rep I spoke with tried to claim that he was the higher up I had spoken with and that I had turned down receiving a replacement (note: not only did I do nothing of the sort but the supervisor I had spoken with was a woman and this was a man who was claiming this so... lies).
At this point, I demanded to have the call escalated. I then spoke to a new gentleman who attempted to give me the old line about how my device wasn't covered under the warranty so it wouldn't be replaced. I explained the nature of the call I had been on the previous week and how I had been told an exception was being made. I was then placed on hold again. When the agent came back, he told me that my device had not been shipped yet, despite the previous woman promising she would personally see that it was. He assured me that he would make sure it shipped that day. At that point, I'd heard that line of BS one too many times and told him that I would not end the call until I received an order confirmation email. He reluctantly placed the order for the new Nook while I was on the phone with him and it finally arrived today.
So now that I've finally been made whole, am I satisfied with how B&N conducted themselves? Absolutely not. Having to make numerous calls, threaten arbitration, and fight tooth and nail with every rep I spoke with just to get my own property returned to me is a 1-star experience through and through. I will be selling this Nook on the after market because I don't even want to look at it at this point. Unfortunately, some future chump will have to buy it and find out the hard way how awful they are. My advice remains the same: Protect your peace and avoid, avoid, avoid. They are simply not worth fighting with.
Reply from Barnes & Noble2025-12-09
We apologize for the experience you had and for any disappointment this has caused. Please respond to the accompanying request for more information, so we may take a look.
J
Jared · 14 reviews · Experienced 2025-11-18 ·
★★★★★
B&N is a nightmare to deal with online
B&N is a nightmare to deal with online. They charge for two-day shipping, and it takes a week or more to get to you. They basically charge you extra for faster shipping but send it normal shipping and pocket your money. Most dishonest bookstore besides amazon I have ever dealt with.
Reply from Barnes & Noble2025-11-23
We apologize for your experience. The shipping method is determined after the order has been shipped. During the checkout process, the estimated arrival date is provided before the order is submitted. Please respond to the accompanying request for more information, so we can take a closer look.
Absolutely terrible. Their system cancels orders and they do not pay back or respond.
Reply from Barnes & Noble2025-11-19
We sincerely apologize for the issue you experienced with your order. Please respond to the accompanying request for more information so that we can take a further look.
S
Svetoslav · 3 reviews · Experienced 2025-11-14 ·
★★★★★
Waited a month then order canceled
I waited for nearly a month to be notified that the order I made for a book has been canceled. It was for a present, so this affected several people by them just being negligent.
I received no adequate communication along the process - a single mail saying that the order has been delayed and then a second one that it was canceled.
Just to clarify - I would suppose that the book is more or less rare. They were about to take my money at the time of shipping which never came.
That said I would expect a respectable brand to better manage 1. their communication 2. their inventories online. Damage is done and I don't think I would ever try to buy from Barnes & Noble again. I would advise anyone in case of uncertainty to avoid their online shop too.
Reply from Barnes & Noble2025-11-16
We sincerely apologize that you did not have a good experience with your order. Please respond to the accompanying request for more information so that we can take a closer look.
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Anna W. · 6 reviews · Experienced 2025-08-25 ·
★★★★★
Barnes is Brilliant!!!
From the first interaction to billing and exit, the entire experience is from a dreamland. Staff is "patient" and helpful, selection is out of this world, and all the additional bookish merch especially from small/independent businesses is incredible. My favorite part - seasonal selections!!! ❄️
Reply from Barnes & Noble2025-11-13
Thank you for sharing your wonderful experience at our store. It makes us happy to know that you are satisfied with the products and services that we provide. Please respond to the accompanying request and provide us with the store location so we can document your feedback properly.
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Trevor · 6 reviews · Experienced 2025-11-01 ·
★★★★★
Good prices on the books
Good prices on the books, but the packing is often just throwing them into a box with little padding (or an envelope).
Reply from Barnes & Noble2025-11-05
Thank you so much for sharing your thoughts. Typically, our orders are shipped with air pillows to ensure that items arrive safely. We're sorry that this was not your experience and if your recent order arrived damaged. Please respond to the accompanying request for more information, so we may look into this.
