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
C
Chad Phillips · 1 review · Experienced 2025-06-29 ·
★★★★★
Shoddy Packaging on Signed Hardbacks and Complete Lack of Service
I purchased a signed copy of a hardback book online.
When the book was delivered, it was packaged only in a thin, lightly padded envelope. When I opened the package, I could clearly see that one corner had been crushed during transit - so much so that it exposed the brown cardboard between the book binding.
Feeling that this was unacceptable for a $40 book, I reached out to customer service, and chatted with “Ian”. Ian immediately offered a 20% refund if I would keep the damaged book, but I explained what I wanted was a new copy, with more responsible packaging. He replied that they did not have any, but I could travel to a local store to “pick out a fresh copy”. Since the closest store to me is over 40 minutes away, I asked that he pull that copy, and mail it to me. He then replied that there were no copies available(?) He did offer a return mailing label as my only option, and advised that I would get my refund when they got their book back. I am now left without a book that I was so looking forward to to adding to my collection, no money to purchase another copy - if I can find one (definitely somewhere else), and feeling most upset at the lack of concern or compassion on the part of “Ian” - he really demonstrated that he couldn’t care less.
If you are looking for a nice, signed copy of a book that you can proudly feature in your collection - look elsewhere… all you will get here is heartache.
Reply from Barnes & Noble2025-06-30
We apologize that you didn't have a good experience and that your book arrived damaged. If the item is not in stock for replacement at our warehouses, we would be unable to have it pulled from a store location (if available) to have it mailed. We're sorry for any disappointment this may have caused. If you would like us to take a look at the order, please respond to the accompanying request for more information.
M
Mike Davis · 1 review · Experienced 2025-06-22 ·
★★★★★
Ebook gift lost between time and space
Im not sure how to even explain this. First I ordered an ebook on Barnes and noble online. The order would not go through for unknown reasons. So I then bought it as a gift and sent to my other email address. I got an email with the gift message but when I clicked on it I was sent back to login and it seemed no matter what I did I couldn't log in. I changed my password several times ect.. finally for no good reason I got in and thought I had it. Then when I went to digital library it said I had to download an app! I was exasperated but figured hey I came this far so I did that too! When I got on the app and signed in the ebook was of course you guessed it not there. L9ng story short I spent another hour now 3hrs in total trying all I could to retrieve it. As of right now I spent a few dollars and a few hours and have nothing to show for it!
Reply from Barnes & Noble2025-06-23
We apologize for the issues you experienced with logging into your account and with your order. We understand how frustrating this can be and we’re sorry for the inconvenience. Please respond to the accompanying request for more information so we can look into this further.
D
Debra · 2 reviews · Experienced 2025-06-20 ·
★★★★★
The failure to protect the children who…
The failure to protect the children who frequent your stores from the cultural ideology of trans and LBGTQ by purposely displaying their literature ALL over the store is abhorrent. Worse than Target. Gender Queer is pornography and is displayed for and looked at by anyone walking by it's filthy cover.
I been a purchase for over 20yrs . I had the original nook and have purchased at least two after. I have the nook glow plus now. I received 3 gift cards for my children for Mother’s Day total of $90.00 . I know how to use the physical gift cards. I added the three cards. I saw them enter with pin. I went to check my balance after purchasing a book for $10.99. No balance on my nook showed. I called several times and they said no cards on the card. They were checking into my account. I happened to get rid off the cards after a few weeks after posting them. So I’m out of h the gifts.
physical card and added to my account.
Reply from Barnes & Noble2025-06-18
We apologize for the issue you are having with your gift card and for any frustration this may have caused. Please respond to the accompanying request for more information, so we can take a further look.
arrived in good condition, and earlier than i expected!
K
Kat M · 13 reviews · Experienced 2025-05-21 ·
★★★★★
DVD MOVIES ARE BAD COPIES/CUSTOMER SERVICE LIES
Update: Barnes and Noble customer service contacted me, emailed me a coupon for 15% off and refunded the price of the DVD that had no digital copy included. I probably won't ever use the coupon but I appreciate the refund.
I used to shop at Barnes and Noble all the time when I lived in California for books and music mostly. I lived in Palm Springs and there was a B & N close by so we went often. I now live in another state and there is a Barnes and Noble close by, but after I retired and my income decreased, shopping for books and music CD's became a luxury I could no longer afford. (Plus I can download MP3's from Amazon in seconds.) I recently got a $25 gift card for the store, and was kinda stoked that they sold DVDs and Blu-rays. I ordered 7 movies - all DVDs - and 3 of the 4 of them are HORRIBLE copies that are fuzzy and blurry and the sound doesn't quite match up to the lips. I read online that Barnes and Noble is considered reputable and they would not sell Chinese bootleg movies, but I don't believe that now. Also, I ordered a DVD that stated on the website that a digital copy was included. The email confirmation and the shipping confirmation also stated that particular DVD had a digital copy. I emailed B & N and told them I did not get a digital copy code with the movie, and the first customer service person issued a re-order for the same movie, but before I could email back to say WTF? another customer service rep emailed me to say there was no digital copy because the movie was too old and that they cancelled the order recently issued by the rep. I was also told that a "coupon" would be emailed to me for a future purchase - but of course, I never received any coupon. I don't care about the latter because I'm sure any coupon would require me to spend MORE money to use it. I kinda think Barnes and Noble sucks now. This was my only online experience with them and it sucked.
Reply from Barnes & Noble2025-05-28
We sincerely apologize for the issue with your order and the experience you had with our customer service. We understand your frustration and sorry that you did not receive the promised coupon. Please respond to the accompanying request for more information, so we can take a closer look.
O
ORDER SHENANIGAN · 2 reviews · Experienced 2025-05-22 ·
★★★★★
Order Verification Process shenanigans
I tried to order comics online, and in three attempts, I received an email that they were unable to fulfill my order because it didn't pass their verification process. Customer support wasn't helpful. I was just told to call them when they only want to verify my information, which they could've done through an alternative method. I called and was told it should all be good now. I just tried again, and to my surprise, I received the same email after a few minutes of processing my order.
Reply from Barnes & Noble2025-05-22
We sincerely apologize for any inconvenience you experienced with your order and understand your frustration. We would like to look into this matter further and assist you. Please respond to the accompanying request for additional information.
I made on online order and paid extra for the 1-2 day shipping option. When I got the receipt it says that the books will arrive in 3 business days. When immediately inquire about the discrepancy. The customer service rep says that its 1 business day to process the order and then 2 business days to ship. I then ask to cancel the order that was placed 15 minutes earlier. The customer service rep then says that my order does not qualify for an immediate return. I have to wait for the books to arrive then go to the UPS store and ship the books back. When they receive the return I will be refunded. While I was waiting for the rep to deliver this news I visited Amazon, ordered the exact same books which will arrive in 2 business days and the grand total was almost 1/2 of the price that Barnes and Noble was charging. I will not be returning to the online store for future purchases.
Reply from Barnes & Noble2025-05-08
We apologize for your experience and any disappointment it may have caused. Once an order is authorized in our system, only limited changes can be made. 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.
Online is not the way to go with this company. Pre-ordered a book in Feb, book shows shipped out on the 18th of April and to be delivered on the 25 which was 4 days ago still nothing. Won't ever order online again with them.
Reply from Barnes & Noble2025-04-30
We’re sorry that your order has not yet arrived, and we understand how disappointing this must be. We appreciate your patience and want to resolve this for you as soon as possible. Please respond to the accompanying request for more information.
There’s a B&N location in my town in a boring shopping center. I haven’t been in a while. I went last week and it was a great experience. The cafe looked clean and customers looked happy. They have a nice section in the back for kids. The best thing was the very nice Easter display. I was not even thinking of that when I went, but I was able to get everything for my son’s Easter basket right there and the staff was very helpful and prompt.
Reply from Barnes & Noble2025-04-23
Great to hear that you enjoyed your visit to your local B&N store and made your trip worthwhile. Our mission is to provide excellent service and to create a shopping environment that is comfortable and inviting. Looking forward to your next visit.
t
tkila · 1 review · Experienced 2025-04-08 ·
★★★★★
BEWARE! THIS WEBSITE IS A SCAM FOR YOUR INFORMATION
How does the Barnes and Noble site have 66% 5 Star reviews when review after review is negative?? Well I just had a highly negative experience with this site, leaving me to believe it's just a scam to get all of your information so it can be sold; especially after reading all of the negative reviews here. I came to the site through Google because I was looking for online graphic novels. Barnes and Noble advertised free ecomic books. So I chose a few, but upon checking out, the site wanted me to sign up for an account, which I did. Then trying to check out, the site wanted all of my payment info - credit card, address, phone, etc... Which I input. Then when I thought I would finally be able to check out, but the site says, "We are unable to complete your order. Come back later. Sorry for the inconvenience". Or something to that nature. I was so annoyed! I tried again. No luck. I went to the help center and found the chat option, spoke to Vanessa, who had me try a couple things, which didn't work. She was unable to offer anything else. So I wanted to just delete my account, but there is no where to easily delete. I found this option hidden under the Account Info section where you can put in a request to either have all of your info deleted, or request for them not to sell you info. I submitted for both, but you have to fill out separate requests, which asks for all of your info again, both requests! Then you have to confirm the requests in your email inbox, which I did. Then it says you can track the request updates, which I did, and the tracking says it could take up to 45 days to delete. What are they going to do with all of my info in 45 days?? Why is deleting and asking not to sell my info such a ridiculous process? Both should be a simple click of a button, and if it's not, then be aware of this company having free reign over your info for 45 days. Just my thoughts and experience. Felt like a total scam, and definitely a huge waste of my time! Zero stars if that were an option.
Reply from Barnes & Noble2025-04-13
We're sorry that you didn't have a good experience. Protecting the privacy and security of your personal information is a priority at Barnes & Noble, and we do our best to ensure that your personal information is always handled in a safe and responsible manner. More information can be found by searching 'Barnes & Noble Privacy Principles' in our Help Center at BN.com. Information on deleting your account can be found here: https://help.barnesandnoble.com/hc/en-us/articles/5337182266139-Delete-Your-BN-com-Account
l
lei · 1 review · Experienced 2024-08-22 ·
★★★★★
terrible online experience
ordered a book online, never recieved it, contacted customer service and I got no refund or anything. its terrible!
Reply from Barnes & Noble2025-04-07
We apologize that you didn't receive your order and we understand your disappointment. We would like to take a look into this for you. Please respond to the accompanying request for more information.
My daughter ordered an ebook for college and was unable to see her order on her order status page, nor was she able to see the ebook on her purchased ebook page due to an system update. When she called, she was told there was a system update happening and the rep stated did not know when she would have access. In addition, when asked to get a refund was told that the rep was unable to do so because of the system update. However, I requested to speak to a supervisor who was able to provide a refund. Highly dissapointed! The website should have indicated that there was a system update and my daughter should have been able to get a refund as soon as she requested one as she needed the book immediately for school. This is not like Barnes and Noble so we are very dissapointed. Please consider letting customers know when there is an update. Students need their books when they need them.
Reply from Barnes & Noble2025-03-31
We apologize that you and your daughters didn't have a good experience, and thank you for the feedback you provided. We strive to maintain a high standard of excellence in everything we do and your feedback will certainly enable us to review our service commitment.
J
John · 2 reviews · Experienced 2025-03-30 ·
★★★★★
They never have the books I want
They never have the books I want. Even if they do, they run out of it and don't even restock. They are the WORST!!!
Reply from Barnes & Noble2025-03-30
We sincerely apologize for the unavailability of the specific titles you are seeking. For online ordering, you may check our website often, as we're always adding new items daily. If at the store, we encourage you to consult with a store bookseller regarding the titles of interest, as they may assist you with potential in-store ordering options.
c
customer · 3 reviews · Experienced 2025-03-22 ·
★★★★★
BUYER BEWARE.
BUYER BEWARE.. Several years ago I used my credit card to purchase gift cards for my younger neighbors. Just recently (March 2025), while going over my credit card statement I found that Barnes and Nobles had charged over $25.00 for a membership renewal. I haven't been a member for over 10 years. I called my local B&N store and discovered they've been charging me for several years because I originally paid for that membership with my credit card. According to the manager, if I pay with a credit card, the membership is automatically renewed. I want my freaking money back, you common thieves. I NEVER authorized you to renew this membership. BUYER BEWARE
Reply from Barnes & Noble2025-03-27
We apologize for any inconvenience caused by the automatic renewal of your B&N Membership. Please respond to the accompanying request for more information, so we may take a further look.
S
Sianna Rohm · 1 review · Experienced 2025-03-05 ·
★★★★★
TERRIBLE
TERRIBLE Online
they sold me OUT OF STOCK ITEMS. They also sent a game that was OPEN. it was missing parts. wouldn't refund me. told me I had to send it back for a refund. I wanted the game so I didn't. they SUCK SO BAD. WORST EXPERIENCE ONLINE SHOPPING EVER!!!
Reply from Barnes & Noble2025-03-26
We apologize for the condition of the item you received and we understand your disappointment. We would like to take a look into this for you. Please respond to the accompanying request for more information.
S
Sad experience · 2 reviews · Experienced 2025-03-17 ·
★★★★★
A very unpleasant experience.
A very unpleasant experience I had at B&N Palisades Mall today. When I approached a “Customer Service” person to ask a question about a book, and before I could say anything, his words were “WHAT DO YOU WANT! In a very harsh way. I decided not to ask this person any questions and left the store. One less book B&N sold because I bought it from Amazon.
Reply from Barnes & Noble2025-03-18
We apologize for the unpleasant experience you had at the store. Barnes & Noble strives to create a friendly, inviting atmosphere in our stores, and we take our customers concerns seriously. Please respond to the accompanying request for more information, so we may forward your feedback to the Store Manager and the issues you raised may be properly addressed with all concerned.
M
M Roberts · 2 reviews · Experienced 2025-02-26 ·
★★★★★
Lousy website, lousy app, horrible experience
Everything about this company when buying online sucks. First the ereader app. On Android every click takes 4 seconds, it's glitchy and slow. It is impossible to select more than one word of text at a time. So there is no way to make bookmarks on text that you are reading.
You can't use the brave browser to check on your account or even login, have to use Chrome.
Ebooks that I have purchased not showing up requiring a call to get help and 15 minutes later the book shows up.
I am highly incentivized to purchase ebooks anywhere but Amazon but buying from Barnes & Noble is like going to the dentist. I would estimate half of their business is from people who are just using them to get away from Amazon but who will disappear the minute there is a third viable option for buying ebooks because everything about the experience with Barnes & Noble is third rate.
Reply from Barnes & Noble2025-02-27
Thank you for your feedback. We’re sorry to hear about the frustrating experience you’ve had with the NOOK app and online services. We understand how important a smooth and reliable experience is when purchasing and reading eBooks, and we appreciate you bringing these issues to our attention.
We're continuously working on improvements to enhance performance, selection tools, and overall usability. If you're experiencing issues with missing eBooks or app functionality, please reach out to our Support Team—we’d love the opportunity to assist you directly. Your feedback helps us improve, and we truly appreciate your support.
F
Fanny · 30 reviews · Experienced 2025-02-25 ·
★★★★★
Disappointed but it ends well
EDIT: After a few more back and forth I was able to get someone that provided me an itemized bill and was able to receive finally the package.
ORIGINAL POST: I'm ordering from Barnes & Noble for a while now, domestic shipping and international one. I am also a premium member.
Recently I am disappointed by the way a request was handled on my international order.
It was a partial shipping and it seems the custom declaration was done incorrectly.
I requested for 2 weeks to have an invoice or an email that will state the tracking number (CY something) with the list of the item and the price, and the fees for international shipping, and confirmation they only charged me $82.06.
Chat sent me an email that is useless. I ended up having to call twice international number and they said I will get an itemized doc with 72 business hours. It's been over the timeframe and nothing.
My package is stuck in custom with the risk to be returned to sender...
I had partial order shipped previously and there was no issue, but here, I don't know, and no one is helpful at their service ... really disappointing and making me reconsider to renew my membership.
Reply from Barnes & Noble2025-02-25
We apologize that you didn't have a good experience and for any disappointment this has caused. Please respond to the accompanying request for more information, so we may take a further look.
Reply to Barnes & Noble: I received an email from trustpilot saying that you requested more information and I supplied that information. There are no other emails from Barnes & nobles or anywhere else addressing this issue.
I did speak to a customer service agent today and he is replacing the order as lost and said it should be here by March 4th along with my second order which has been sitting for 5 days with no updated tracking. This is not a me issue, this is a Mail Innovations & Barnes & Noble issue. issue
Update 02/26/2025: Sent requested info to B & N and have heard nothing back. Still no books and the tracking still shows in Ohio with another updated delivery of today. Just like it has every day since it arrived; it has now been 13 days.
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I want to express my disappointment with online ordering thru Barnes & Noble. I am a premium member and get free shipping. Which said 3 to 6 days - but they have used Mail Innovations for both of my orders (over $250 total) and they are now stuck in Rossford, OH they have been for over 10 days. B&N - stop using this service! It is literally cheaper to ship it UPS ground and it would have been here in 4 days. I came back after leaving Amazon, I will not be placing anymore orders until they are shipped using a different method.
Reply from Barnes & Noble2025-02-24
We sent you an email on Monday at about 3:09 PM, and we're really sorry to hear it didn't make it to your inbox. Could you please take a moment to check your spam or social folders? Thank you!
