firecatpickles
Here is my nightmare.
I sent this E-mail to customer service.
Boycott Barnes & Noble!
I sent this E-mail to customer service.
Boycott Barnes & Noble!
To Whom It May Concern,
I need to know why my current order #********** hasn't been processed.
This week I spent a total of about an hour and a half trying to work out why one order (from another account) needed autorization and why your customer service reps hung up on me TWICE.
The first time I called was in reference to order ********* (this order has been completely canceled). I was told by a sales rep that there was authorization required because of an outstanding balance of $5.95 that was declined by Pay Pal on August **, 2007. The rep told me that I had to resolve this issue with Pay Pal and that she could not tell me where I needed to send the funds to barnes and noble in order for her to authorize this order to be processed (i.e., order *************). I called Pay Pal and confirmed with them that your company had been paid [...] on August **, 2007 for order ***********, Uinque Transaction ID #**********.
When I called B&N back, after being on hold for an additional 20 minutes, the second person did not know what I was talking about and the line was disconnected after having been on the phone for an ADDITIONAL 30 minutes. I was on hold while she "checked on" the status of order number *******.
Again I called back, this time being on hold for about 10 minutes. Frustrated, I hung up and called back, this time to cancel order *********. It was canceled and my gift card reimbursed the $40.
When I got home a few minutes later, I decided to re-place the order through another account. I IMMEDIATELY got another "autorization required" E-mail! I say IMMEDIATELY because it was less than 5 minutes after I placed this order. (We are now talking about order ********.) THIS IS AN ORDER FROM AN ACCOUNT FROM WHICH I HAVE NEVER ORDERED ANYTHING FROM.
When I called back (about 4:15 on Monday), I talked to a very rude customer service rep who asked me why I had two accounts with B&N and who insisted that I still owed you $5.45!!!!!? I told her it was none of her business why I had two accounts and she HUNG UP ON ME! IS THIS THE WAY YOU TREAT YOUR CUSTOMERS??????
I called BACK (for the fifth time?) and I talked to a supervisor (I was on hold for an additional 10 minutes). The supervisor I spoke with said she submitted paperwork to have order ********** processed and that I would get a confirmation E-mail about everything we discussed. None of these things has happened. This was TWO DAYS AGO and I have hear hide nor hair ever since.
Again, the order number is ************.
If I do not have my order processed within 24 hours and an E-mail confirming that the order has been processed, I will contact the Better Business Bureau in your State for further action.
In addition, I will publicly denounce B & N on EVERY chat Forum that I belong to and tell them what a NIGHTMARE experience it has been. I will encourage EVERYONE I know to avoid B&N and use amazon and alibris instead for their book needs, companies from which I have had no such problems.
Sincerely,
Mr. ******