SmallBizGenius Analysis

Barnes & Noble reviews reveal a stark contrast between positive in-store experiences and significant online ordering and customer service issues. While customers appreciate the physical stores' selection and staff, online shoppers frequently report problems with order fulfillment, website functionality, and issue resolution.

Category Breakdown

Scores based on analysis of 260 recent reviews

Online Ordering Issues

2.5/10

Numerous reviewers report problems with online orders, including delays, cancellations, incorrect items, and items arriving damaged. For example, many customers mention pre-orders being canceled without notification or receiving damaged products after a long wait.

42 reviews mention this

Customer Service

3.0/10

Many reviewers express frustration with Barnes & Noble's customer service, citing unhelpful representatives, difficulty resolving issues, and being disconnected during online chats. Some customers report being given incorrect information or being unable to get assistance with gift card or membership problems.

38 reviews mention this

Website Functionality

3.5/10

Several reviewers complain about the Barnes & Noble website being slow, difficult to navigate, and prone to errors. Customers report issues with logging in, placing orders, and checking order status, leading to a frustrating online shopping experience.

25 reviews mention this

Nook Issues

2.0/10

Several reviews mention problems with the Nook e-reader and related services, including glitches, difficulty accessing purchased books, and poor customer support for Nook-related issues. Some customers express frustration with the Nook app and the inability to get help from customer service.

15 reviews mention this

In-Store Experience

8.5/10

A significant number of reviewers praise the in-store experience at Barnes & Noble, highlighting the wide selection of books and helpful staff. Customers appreciate the ability to browse and discover new books in a physical bookstore setting.

18 reviews mention this

Gift Card Problems

1.5/10

Several reviewers report issues with Barnes & Noble gift cards, including invalid cards, difficulties redeeming them online, and problems getting assistance from customer service to resolve these issues.

8 reviews mention this

Membership Issues

2.0/10

Some reviewers express dissatisfaction with the Barnes & Noble Premium Membership, citing unexpected shipping fees and difficulty redeeming membership benefits. Customers feel that the membership does not provide the promised value and that customer service is unhelpful in resolving these issues.

7 reviews mention this

Pros & Cons

What Customers Love

Wide selection of books and merchandise in physical stores Mentioned 18x
"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..."
Helpful and knowledgeable staff in physical stores Mentioned 10x
"From the first interaction to billing and exit, the entire experience is from a dreamland. Staff is "patient" and helpful..."
Occasional positive experiences with customer service leading to issue resolution Mentioned 3x
"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..."
Books arrive in good condition Mentioned 2x
"arrived in good condition, and earlier than i expected!"
Swift resolution of AI-generated books Mentioned 1x
"UPDATED: The Customer service team got in touch with me and promptly removed the AI-generated books from their assortment. I can appreciate their swift resolution. Assumably, this will..."

Common Complaints

Frequent issues with online orders, including delays, cancellations, and incorrect items Mentioned 42x
"B&N never delivered my order and kept me completely uninformed for almost two months. I only learned what was going on after I followed up myself — because I needed the item as a gift for an upco..."
Poor customer service, with unhelpful representatives and difficulty resolving issues Mentioned 38x
"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 initial..."
Website is slow, difficult to navigate, and prone to errors Mentioned 25x
"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"
Problems with the Nook e-reader and related services Mentioned 15x
"It's just horrible. I have an online collection of books from B&N Nook that I try to read on my computer browser. I have to sign in everytime, resort the books, then refind my page. Today, after re..."
Issues with gift cards, including invalid cards and difficulty redeeming them Mentioned 8x
"We returned some items from Christmas and received a store credit on a gift card. Went to use the card a couple of months later and it was invalid. Store manager could not resolve issue so I was sent..."

Common Questions About Barnes & Noble

Answers derived from customer review patterns

Is Barnes & Noble legit and trustworthy?

Barnes & Noble is a well-established company, but these reviews suggest caution, especially when ordering online. While many customers have positive experiences in physical stores, a significant number report issues with online orders, customer service, and the Nook platform. The frequent complaints about delayed or canceled orders, unhelpful customer service, and website glitches raise concerns about the reliability of their online services. If you're considering Barnes & Noble for small business needs, it's crucial to weigh the potential convenience against the risk of encountering these problems.

Based on 45 reviews

Does Barnes & Noble have good customer service?

Based on these reviews, Barnes & Noble's customer service is a major pain point for many customers. A significant number of reviewers describe unhelpful representatives, difficulty resolving issues, and long wait times. Some customers report being disconnected during online chats or receiving conflicting information from different customer service agents. While a few reviewers mention positive experiences, the overwhelming sentiment is that Barnes & Noble's customer service is inadequate and frustrating.

Based on 38 reviews

Is Barnes & Noble worth it for small business?

For small businesses, Barnes & Noble's value depends on the specific needs and purchasing habits. If your business primarily needs books and related items and can purchase them in-store, the positive in-store experiences and wide selection might make it a worthwhile option. However, if your business relies on online ordering, the numerous complaints about shipping delays, order errors, and poor customer service suggest that Barnes & Noble might not be the most reliable choice. Consider exploring alternative vendors with more consistent online performance and customer support.

Based on 20 reviews

What is Barnes & Noble's return policy like?

The reviews do not provide a comprehensive overview of Barnes & Noble's return policy. However, some reviewers mention difficulties with returns, particularly when dealing with incorrect or damaged items received through online orders. One reviewer noted being charged a return fee for an item that was not as described. It's advisable to carefully review Barnes & Noble's official return policy on their website before making a purchase, and to be prepared for potential challenges when processing returns.

Based on 5 reviews

Why are customers having issues with Barnes & Noble gift cards?

Several customers reported issues with Barnes & Noble gift cards, including the cards being invalid or having trouble redeeming them online. Some customers were unable to resolve these issues with customer service, leading to frustration and a sense of lost value. These problems suggest potential issues with Barnes & Noble's gift card system or a lack of adequate support for resolving gift card-related inquiries.

Based on 8 reviews

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