Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in ******** 2024 we purchased a sweatshirt from Barnes and Noble on ************ in ********, ** on the campus of *********************. My daughter got it home and realized there were some ink spots or defect in the color of the red sweatshirt. She washed teh sweatshirt but the stains did not come out. Keep in mind she never actually wore it yet. I had her immediately go to Barnes and Noble for an exchange. They refused and told her "defective garments must be pursued through Lululemon corporate". We then contacted ********* corporate FOUR times via email (which I have copies). Each time we were referred back to Barnes and Noble, but each time we went back to Barnes and Noble we were turned away- and quite rudely by the manager I might add. SO each entity merely points the finger at the other with no resolution for my daughter for a defect which was not her fault, nor ours. We expected a simple exchange but now we are looking at a bitter battle to simply have the garment swapped out for a different one!!!! This should not be so hard. Kindly assist us in a resolution with this company who charges a ridiculous amount for clothing as it is or their authorized vendor which has turned a blind eye. The least they could do is swap the garment out.

  Business response

  01/02/2025

  ****** ******** ****** ********************* ******** ********* ******** ******************************* ****************** ***** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ****** ********.
  
  Please be advised that the Complaint is filed against Barnes & Noble College Bookstore at **********************  We have forwarded the Complaint accordingly.
  
  Please do not hesitate to contact me if you have any further questions or concerns.
  
  Respectfully,
  
  ********* *****
  ************ ******** *********
  *****************************************************************

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started trying to self-publish a book with Barnes & Noble Press in June 2024. There were issues from the beginning.I have been going back and forth with their Email support as it is the only way to communicate other than with an AI chatbot who basically just directs me to Email support. The email support has been less than helpful. The issues I have experienced have ranged from difficulty with the initial document without explanation of what needed to be fixed (and I had used their directions to be sure I had it to their specifications, so I had no way of knowing what was wrong), and when I asked for clarification of the issue, it felt like I received auto-generated answers.I say that because any time I asked a question or asked for clarification of a question, I received the same answers verbatim. I have tried, unsuccessfully to find a way to speak to an actual person at Barnes & Noble Press, thinking that would be an easy way to resolve the issues, but to no avail.Another issue I have had are the duration this is taking to resolve. It's been since June. I was able to get the book on sale at one point, but there was a weird stipulation they put on it with a proof required for the cloth version (because I ordered one for myself) and no proof required for the paperback (even though they were the exact same book).When the paperback went on sale, there was at least one order, because Barnes & Noble Press eventually pulled that book due to, what they called an 'ink saturation' value' issue, and returned it to a correcting process (which was also not explained or clarified when asked). To add to the frustration of this issue, they cancelled any order that had been made (I am attaching a screenshot a friend had sent me), without telling me about it.I am beyond frustrated with the level and quality of communication I have received, and the level and quality of service from the company.

  Business response

  01/09/2025

  ****** ******** ****** ********************* ***** ********* ******** ****************************************************************************************************** ***********
  
  Dear Better Business Bureau,
  
  We have reviewed the complaint submitted by ******* ******* regarding her B&N Press Account.
  
  Our records indicate that our B&N Press Support has fully explained the reasons for the cancellation of orders placed for her book.  *** ******* was notified that the format of her book was not formatted according to the guidelines necessary for printing; therefore, the title was placed in a pending state for further editing. 
  
  ********** was advised that support is unable to prepare the file for printing as B&N Press is a self-publishing service.  In an email sent on December 13, 2024, our support has offered the necessary assistance by providing a link to the Formatting Guide as well as author publishing resources, *******************************************************************; We show that a new file was uploaded by ********** and the project is now being validated.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  ********* ***** ******************** ******** ****** * ****** **** ************* * ************************** * ********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding my experience at your ************ location (**************************************) during the Black Friday "Signed Editions" promotion. The handling of this event was deeply unprofessiona and in violation of consumer protection laws.B&N advertised signed editions of books as a Black Friday doorbuster deal, with no mention of purchase limits per customer. This promotion was advertised via your website and the email stated "in-store only, while supplies last." As a result, I prioritized shopping at your store over other Black Friday deals. The store opened the doors late (ie after 8:01am) and employees began setting up the signed editions after the store had opened and did not finish displaying the signed copies until after 9:00 AM. I have video proof of this. ***** appears to lack preparedness and punctuality which are necessary traits in a store manager.While checking out at the register, I was informed by an employee (********) that customers were limited to purchasing 1 signed book each. This directly contradicted your advertisement, which mentioned no limits. Furthermore, this restriction was not posted anywhere in the store, online, or otherwise.After verifying with Barnes & Noble customer service over the phone that no purchase limits were in place, I returned to the store to purchase the additional copies I was forced to put back. However, ***** then informed me that the one-book-per-person limit was his store-specific policy.I explained the relevant consumer protection laws to *****, emphasizing how his arbitrary policy contradicted your advertisement and constituted bait-and-switch. ***** said that as the store manager he can do what he wants. When I requested to see where the purchase limit was documented, ***** confirmed that the limit was only verbal and not posted or written anywhere. Lastly your employee, ********, openly bad-mouthed me to their fellow employee on the sales floor.

  Customer response

  01/05/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  *** *
  

  Business response

  01/09/2025

  ****** ******** ****** ************ *** **** *****  ********* ******** ** **** **** ******* **** ***** *** ***** ** ***** *** ********
  
  Dear Better Business Bureau,
  
  We have reviewed the complaint submitted by *** *.
  
  Since Signed Editions are available in limited quantities during our Black Friday promotion, we want to ensure they are available to the most customers possible.  To ensure that our customers have a fair opportunity at obtaining Signed Editions, a limit of one Signed Edition per title per customer is exercised in stores.
  
  All Barnes & Noble stores were provided with a signage which states, “Purchases limited to 1 signed copy per customer”.   Our stores were to have this signage posted between November 29, 2024, and December 2, 2024.  While our store managers are given the discretion to post the signage as they deem necessary based on their individual store’s inventory, we also recommend that customers check with the store for specific instructions.
  
  We are aware that *** * was initially allowed to purchase multiple copies of several signed editions upon her first purchase attempt.  Our Booksellers realized that signage was not yet posted and so did not prevent *** * from make her purchase of multiple signed editions.  However, on *** *’s subsequent purchase attempts, the sign was posted, and our Booksellers pointed out the sign on the Signed Editions tables to clearly show the limits.  We show that *** * made several subsequent visits to the store and was allowed to complete additional single signed copy purchases.
  
  With regards to *** *’s request for a refund of her membership, please be advised that as noted in our Barnes & Noble Membership Terms and Conditions, under the section 6. Cancellation by Member, which states:
  
  You have the right to cancel your Rewards Membership or Premium Membership at any time by contacting Member Services at membership@bn.com and notifying us that you want to cancel your Rewards Membership or your Premium Membership. In the event of cancellation, the Membership account is terminated, effective immediately, and can no longer be used. Any Stamps and Rewards on your account expire as of the cancellation. You will not be entitled to a refund of the Premium Membership fee except as set forth in Section 1 Program Levels and Benefits.
  
  As it states in Section 1 Program Levels and Benefits:
  
  Premium Membership fees are not refundable, except within thirty (30) days of the purchase date of the new or renewal Premium Membership or the Automatic Renewal charge date of the Premium Membership and i) you did not use your Premium Membership to obtain an eligible discount or benefit during the new or renewal Premium Membership term, or ii) your Membership was renewed during your current Membership term and the renewal Membership term has not yet started and you did not use your Premium Membership to obtain an eligible benefit. No refunds will be available after such thirty (30) day period (unless we terminate Premium Membership in its entirety; see Section 7 below). In the event the Premium Membership fee is refunded, the Premium Membership will be converted to the Rewards Membership level immediately.
  
  As *** *’s membership renewal was made on November 2, 2024, and her request for refund was made on December 11, 2024, *** * is not eligible for a refund of her Barnes & Noble Premium Membership renewal charge.  Additionally, our records show that *** * has received more than $400 in membership discounts and 500 stamps on purchases made between November 4, 2024, and January 7, 2024.  We will not be able to honor *** *’s request for a refund of her Barnes & Noble Membership.
  
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* * ****** * ********

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There are several inaccuracies in Barnes and Noble account of the situation.
  
  Signage Not Displayed:
  Barnes & Noble claims that signage stating the limit of one signed copy per customer was displayed in the store. However, during my initial or secondary visit, there was no signage present to indicate this policy. I also have photos and videos from this shopping trip documenting there was in fact NO signage stating a limit, despite the merchant stating otherwise. Again, I was denied the opportunity to purchase additional copies despite the absence of such signage.
  
  Additional Purchases via Friends:
  As a result of the refusal to sell me additional copies, I had to call my friends to drive down and be present in order for the manager to sell me additional copies per his one book policy (despite the required signage). Video footage can confirm that I was there with multiple friends trying to complete these purchases. Despite this, the employees still refused to sell more than one copy per signed book per person. Again, I have video proof of this and I am sure store footage can confirm the same. So B&N claiming no illegal action occurred is verifiably false as my shopping trip was thoroughly documented.
  
  Customer Service Confirmation:
  After speaking with Barnes & Noble’s customer service over the phone, I was informed that I was allowed to purchase more than one copy if no signage was displayed in the store or indicated online or otherwise by law (which it was not). I returned to the store within 30 minutes after leaving, but was again told by Logan that it's his store and he can make any policy he wants (and I did ask where it was posted and he confirmed to me it was not posted anywhere. During this conversation exchange, I told him this is unlawful, but he was having a clear power trip.). Again, at this time, there was still no signage displayed to indicate the limit. Video footage and conversations with the store manager would confirm this.
  
  Legal Violation in California:
  The refusal to sell the additional signed copies despite the lack of proper signage or notice is a violation of California's consumer protection laws, including the California Business and Professions Code § 17500. Retailers are required to ensure that all promotional limitations and terms are clearly displayed and communicated. Advertising a promotion without properly disclosing limits and then denying customers the opportunity to purchase as advertised constitutes misleading and deceptive advertising. 
  
  Your response is verifiably false given the photos I took of the store during the sale, video footage of the store that clearly shows it not being ready during store opening and lack the signage despite your claims otherwise. I also have a 3rd party witness that overheard my conversation with your employee, Logan, upon my return to the store where I advised him that without the signage he can't impose a limit, yet still he had another employee, Madeline, take away my additional copies that I was trying to purchase. Video footage can confirm this happening as well.
  
  My Investment in the Promotion:
  This Black Friday promotion was heavily advertised, and I specifically took time out of my schedule to prioritize my visit the store for this sale in order to acquire the quantity of books I needed for every member of book club as holiday gifts. To be denied the privilege of purchasing additional signed copies despite no visible or communicated limitations was both unfair and against California law. Again, I was not able to purchase all the books I wanted and had to have friends spend their time and transportation money to drive to the store to get me additional copies (but even still, this was not the completed quanity that I was intending acquire
  
  Given these facts, I respectfully request that Barnes & Noble revisit my complaint and provide a resolution that acknowledges the mismanagement of their promotion and ensures fair and respectful treatment of their customers as required by law. I am owed formal apologies from store and regional management for their mishandling of this situation and I demand that all employees involved undergo proper retraining to ensure compliance with advertising laws and consumer rights.
  
  If these demands are not met, I will escalate this issue further. I am prepared to file a formal complaint with all the evidence I have with the applicable state and federal agencies, including but not limited to the California Department of Consumer Affairs and the Federal Trade Commission in order for this to be properly investigated and that the appropriate fines and penalties can be impose.
  
  Situations like this are precisely why California and the federal government have consumer protection laws in place. Here are some laws that were most likely violated for your reference and investigation: California Business and Professions Code § 17500, California Civil Code § 1770, Uniform Commercial Code § 2-313, California Business and Professions Code § 17200.

  Thank you for your attention to this matter.

  
  Sincerely,
  *** * 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *
  
  
  
  
   
  

  Business response

  01/31/2025

  ****** ******** ****** ************ *** **** *****  ********* ******** ** **** **** ******* **** ***** *** ***** ** ***** *** ********
  
  Dear Better Business Bureau,
  
  We have reviewed the follow-up complaint submitted by *** *.
  
  Please be advised that limits on specific merchandise can vary online and in our retail store.  A customer service agent may not be aware of the limits at a specific store.  Customers should contact their local store for specific information.
  
  Contrary to *** *’s statement “signage not displayed”, we can confirm that the store did in fact have the sign posted reflecting the limited purchase quantity per customer.  A copy of the sign has been attached.
  
  As mentioned in our original response, on one of the purchases made by *** * on the morning of Black Friday, November 29, 2024, an exception was made because the bookseller at checkout realized the sign had not yet been posted.  Once *** *’s purchase was completed, the store ensured that the purchase limit sign was placed over one corner of the Signed Editions tables and half-stanchion, in view for all customers. 
  
  Also as previously mentioned, the stores were given the discretion to remove the limit based on each individual store’s inventory.  For the store in question, we have confirmed that the signed was removed on November 30, 2024.
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully
  
  
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* * ****** * ********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to purchase something with a gift card they said please try again later. I tried again and they took my money. I had a very rude experience with customer service. They said vet for answers. I spoke to a supervisor named ******** and he told me that everything the first two people told me was a lie (in his words misinformation) and they will take another day for the funds to return . Why cant they tell me upfront it will take 48 hours .

  Business response

  01/09/2025

  ****** ******** ****** ********************* ******** ********* ******** ******************************* ****************** ***** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ******* *********.
  
  Upon receipt of *** ********** BBB complaint, we were able to confirm *** ********* was able to successfully apply his gift cards funds to a new online order. 
  
  When an order is placed through our website, the payment method is authorized for the amount of the order, which puts the funds on reserve. The charges are not made until the order ships. If the order is cancelled for any reason prior to shipment, we immediately release the authorization. However, depending on the banking institution, it may take 2 to 5 days for the funds to be unreserved, a process over which BarnesandNoble.com has no control.  B&N Gift Card payment authorization holds last for 24 hours, except when used to pay for pre-ordered items.  When Gift Cards are used to pay for pre-ordered items, the authorization hold remains on the funds until the item is shipped or downloaded, at which point the funds are deducted from the Gift Card.  If the order is cancelled before the item ships or is downloaded, the authorization hold is released, and the funds return to Gift ***************************** requires any further assistance, he may contact me directly at ************** M-F 9am 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  ********* ***** ******************** ******** ****** * ****** **** ************* * ************************** * ********

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my sister purchased a Barnes and noble gift card for my birthday this September. it ended up being stolen. The policy on the back of the gift card states that if a gift card is lost or stolen, Barnes and Noble will replace it. I attempted to call customer service, was transferred and put on hold 5 times. I spoke to management and was told it would be forwarded to the gift card **** but ***** got back to me.

  Business response

  01/09/2025

  ****** ******** ****** ********************* ******** ********* ******** ******************************* ****************** *** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ******** ******** regarding her lost Barnes & Noble Gift Card.
  
  Please be advised that the back of our Barnes & Noble Gift Cards states: This gift card can be used only at any Barnes & Noble, Paper Source,Bookstar, *. ****** Bookseller or Barnes & Noble College Store nationwide as well as BN.com and ***************.  This card will not be exchangeable for cash except where required by law.  This card is issued by Barnes & Noble ************************  Other conditions and restrictions may apply.  See BN.com for details.  To obtain your balance visit BN.com or call toll free **************.
  
  Additionally,in our Barnes & Noble Gift Card Program Terms and Conditions, we advise customers Your acceptance, use or purchase of a Barnes & Noble or Paper Source branded Gift Card, eGiftCard, Gift Certificate or other stored value product (collectively, "Gift Cards") indicates your acceptance of these Terms and Conditions. Except as otherwise provided by law, these Terms and Conditions apply to all Gift Cards,whether purchased at store locations, online, or received from third parties..  These terms also state, Hold your Gift Cards securely and write down your Gift Card number and PIN in a safe place. We are not responsible for unauthorized Gift Card use. Gift Cards that are lost or stolen will ONLY be replaced, up to the value remaining, with satisfactory proof of purchase AND the Gift Card number. Call ************** in order to have a lost or stolen Gift Card replaced.  To view this information online, please visit:  Gift Card Terms and Conditions | Barnes & Noble
  
  When a Barnes & Noble Gift Card is purchased through a third-party retailer, the register transaction is not available to Barnes & Noble.  This information can only be used by the third-party retailer to locate the gift card number issued at the point of sale. 
  
  We have explained the above to *** ******** and suggested *** ******** contact the retailer with her purchase receipt to obtain the gift card number.  Once we are provided the gift card number, only then will we be able to issue the replacement should there be a remaining balance. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  ********* ***** ******************** ******** ****** * ****** **** ************* * ************************** * ********

• Initial Complaint

  12/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 books from Barnes and Noble on November 14, 2024. My total for my order came to $32.91 and that amount was subtracted from my account in two payments. One of the books was a pre order that wouldn't be shipped until December 3, 2024. Barnes and Noble is now refusing to send the pre ordered book until a second payment is made beyond the $32.91 I already paid. I have spoken with customer service twice already and both times I have been told that the $32.91 was only a pre authorized amount for my order and not an actual charge. However my banking institution already deducted that amount from my account to cover the order. So I am being charged twice for a book I have already paid for and they are refusing to ship the book. Supporting documentation can be provided upon request.

  Business response

  01/09/2025

  ****** ******** ****** ********************* ******** ********* ******** ******************************* ****************** ***** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ********* *****.
  
  We can confirm that Barnes & Noble has processed a single charge of $15.98 against *** ****** ******* method on November 15, 2024.
  As stated on our website, ****************************************************************************************************************** for backorders or delayed products is generally the same as for pre-ordered items.  If you are using a credit card, the amount for all remaining unshipped items, including pre-orders and delayed items, will be authorized but not charged until the item ships.  If you are paying by debit card, your bank reserves the funds and pays that amount to Barnes &Noble when we ship the item(s).  If there is an extended period of time (a week or more) between the order date and the ship date, the initial bank authorization will fall off eventually.  Barnes & Noble submits for re-authorization from the bank before shipping, to ensure the funds are still available.  If funds are not available, the order will fall into a failed status, and eventually cancel if no action is taken.
  Our records indicate *** ***** placed her order on our site on November 14, 2024,for two titles, one of which was a preorder title.  We show that ********* ******* method was authorized for the full amount of the order,$32.91.  When the available item was shipped on November 15, 2024, ******** ******* method was charged $15.98.  This was confirmed in the billing summary email sent to *** ***** on November 16, 2024. 
  
  Prior to the release of the preorder, we attempted to reauthorize *** ****** ******* method.  Out attempts to reauthorize failed.  We therefore emailed *** ***** a request to update her ******* details for the preorder title scheduled for release on December 3, 2024.  As the ******* was not updated, the preorder title was subsequently cancelled.
  
  If *** ***** requires assistance, she may contact me directly at ************** M-F 9am 5:30pm EST. 
  
  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  ********* ***** ******************** ******** ****** * ****** **** ************* * ************************** * ********

• Initial Complaint

  11/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #**********. Pre-order. Book released on 11/19. B&N sends email on 11/18 that item has shipped (9*************************).UPS: book is in *********. No updates since 11/19. *** says, "Contact shipper. Item is lost". B&N says, " item was never shipped and will not be sent out until 12/04. Store has the book. Libraries have the book. I don't have the book.

  Customer response

  12/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Barnes & Noble, **** has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I placed this order in 11/17/24. I received a text message today stating that the order had been delivered. I checked my front porch, my back porch, my mailbox, and I also checked my neighbors porches; the package was nowhere to be found. I called Barnes and Noble customer service and explained my problem, but the representative refused to offer me a refund or replacement.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May Concern, I received an email April 1, 2024 that my NOOK GlowLight (2013) would continue to work to read existing library items but, from June 2024, downloading and purchasing new books would no longer be possible. Then I received another email in September - Your eBooks, magazines, newspapers and audiobooks are still yours to enjoy on bn.com, on our free NOOK iOS and Android reading apps, or on any new NOOK device. Since ********************** and Noble rendered my NOOK obsolete Barnes and Noble should provide a replacement device. Thank you for your assistance in this matter. Sincerely, ******* *****

  Customer response

  12/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So B&N started their membership program in 2001. When Id go in person to buy, I always saw the signs about a free membership loyalty program. I applied for mine online & I received my card in mail. When I applied I was a pre teen/teen. I was so young so I didnt have a credit card nor phone number. This was probably back in 2007-2010.Then I lost my green b&n card. but I'd still shop in store without it. I remember the ladies would tell me if we (family and I) wanted to join the membership club, its free & you get a free bag. I told her I already had a card but I couldnt find it. My dad wasnt interested. I kept thinking why I never got a bag when I signed up & received my card through mail. But I soon forgot about all of it. Its been years. Ive gone to b&n with my family. Now that Im old, I go by myself. But through the years I wasnt interested in getting a new card given the change in the membership. You have to pay for the new membership. A few weeks ago, I found my old b&n card in an old wallet. Ive reached out to a representative & they cant find my card or account associated to any email. Its like my card never existed. Its not even showing it was a cancelled card. Maybe they completely eliminated the older members to push them to upgrade into the paid subscription? Where is my information at? Why cant anyone access it? I feel so sad that I finally find it but I wont be able to use it. I was a member way before they started charging. The nice representative did recommend me to look into it and see if I was interested in a free or premium membership. But I think thats horrible if my card/account was eliminated without telling me. I feel so left out, after all the favoritism Ive given to b&n. These are the emails possibly associated back then:************************************* (I dont have access to this one anymore).******************************************** ( I have an online b&n account but the card isnt linked to this email apparently).***********************************

  Customer response

  12/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Barnes & Noble, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

  Business response

  01/09/2025

  ****** ******** ****** ************ *** **** ***** ******* ********** ******* ** **** **** ******* **** ***** *** ***** ** ***** *** ** ********
  
  Dear Better Business Bureau,
  
  We reviewed the complaint submitted by ***** *******.
  
  Barnes & Noble has not offered a free lifetime Barnes & Noble Membership.  Barnes & Noble has in the past, offered a free Barnes & Noble Kids Club for minors thirteen years of age and younger, where points are earned on purchases of kids’ books and toys.  Please be advised that the Kids Club was not a discount membership nor were Kids Club accounts issued free tote bags.  This program was discontinued on January 31, 2023.
  
  When *** ******* contacted our Barnes & Noble Customer Service Department,  we discovered that the membership number she provided two-month free membership issued her by the Barnes & Noble store on February 27, 2015, as part of a promotion event being held at that time.  As this membership was not renewed, it expired on April 26, 2015.  In order to continue receiving membership benefits, *** ******* would have needed to enroll in our annual membership.  *** ******* will not be able to renew this membership as this program has been discontinued.
  
  Our original Barnes & Noble Membership Program has been a paid membership since its inception with an annual Membership fee of $25.  The Terms and Conditions of this program is provided here, B&N Membership Program Terms & Conditions | Barnes & Noble®, which explains the benefits associated with this membership.  This Legacy Program was discontinued to new customers on January 31, 2023.  In February 2023, Barnes & Noble launched a new Barnes & Noble/Paper Source Membership Program options which offers a Premium Membership with an annual fee of $39.99 built on the previous Membership program, and a Rewards Membership available with no annual fee, terms and conditions provided here: B&N Membership Program Terms & Conditions | Barnes & Noble®.
  
  If *** ******* requires any further assistance, she may contact me directly at ###-###-#### M-F 9am – 5:30pm EST.  Please do not hesitate to contact me should you have any further questions or concerns.
  
  Respectfully,
  
  
  
  ********* ***** *** ******** ******* ******** ****** * ****** **** ************* * ****** * ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩