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Old 08-09-2010, 11:47 AM   #1
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Really true? 'Make A Simple Mistake, B&N Keeps Your Nook'

http://ilmk.wordpress.com/2010/08/07...eps-your-nook/

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At the top of the Returning Items Bought from Barnes & Noble.com section, there is an address. Many people are just going to see that address, and send a NOOK back to it. You get 14 days to try a NOOK…you get thirty for a Kindle.

Here’s the strange part, though:

“Please note: if you do not call for a return authorization number and send the nook to the wrong return center, no refund will be provided and your nook will not be returned to you.”

That’s right. If you happen to return the NOOK to the wrong address (an easy mistake to make, in my opinion) at Barnes & Noble, they just keep it.

How hard would it be for them to let the other return center know? Okay, maybe they charge you five bucks to send it over there. Nope. They just keep your $199 (or $149 for wi-fi only) device, and don’t credit you anything for it.

That seems crazy to me. I mean, if you accidentally returned your NOOK to a Home Depot, I figure they would call you and let you know you sent it to the wrong place.

Remember, on the Barnes & Noble thing, it’s the same company. It’s just a different address. Not only does it seem like common courtesy, it seems like good business sense. Why say, “Finders keepers, ha ha!” to somebody you presumably want to buy things from you in the future?
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Old 08-09-2010, 12:24 PM   #2
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When you do call for an authorization number they give you a UPS label to put on your shipment and are very clear about it.

I've exchanged several nooks, I should know.
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Old 08-09-2010, 12:40 PM   #3
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Yes, I read this as wanting to make sure that customers call and get the RMA# before just willy nilly mailing off a nook.

It's not particularly unusual either, many sites do this with returns, and with similar language. Usually it's not the address that is in question, but the language will say something to the effect that "If you send your xxx without RMA, your account will not be refunded and your xxx will not be returned."
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Old 08-09-2010, 12:58 PM   #4
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And this doesn't trouble you?
(By the way, you may have legal remedies.)
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Old 08-09-2010, 01:14 PM   #5
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Quote:
Originally Posted by slm View Post
And this doesn't trouble you?
(By the way, you may have legal remedies.)
Has it actually happened that they kept the Nook without refunding it, or are they just warning that they can.

It sounds like a PR nightmare for them to actually do this. I suspect that they will warn, but not keep the Nook without refund.

Of course, how many people are likely to know the addresses of either place unless they first talked to a customer service rep, who will give them an RMA and the right address...
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Old 08-09-2010, 01:15 PM   #6
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It's actually very unprofessional of B&N. If a package is delivered without an RMA # on it, it should be refused (which normally result in the package being returned to the sender). And the old excuse that they don't have time to inspect incoming packages because they don't have time to check that many packages is also lame; it sets them up for refused damage claims if damage was visible from the outside. I worked in warehousing, including shipping and delivery, for 30 years and we never accepted anything without first inspecting for visible damage. If UPS, for example, dropped a hundred packages off (and that was a typical delivery for us), the driver got to cool his heels for a few minutes while we went through each package to verify it was being delivered to the correct address (we probably had a dozen delivery points in the Phoenix metro area) and to check for visible damage. It really didn't take all that long. UPS hated it but that was just too bad.
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Old 08-09-2010, 01:16 PM   #7
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Quote:
Originally Posted by slm View Post
And this doesn't trouble you?
(By the way, you may have legal remedies.)
The fact that if you send something to the wrong address, it may not arrive?

No, not in the least. If you just mail something to a completely random address at a large corporation, your chances of seeing again are remote, I suspect.
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Old 08-09-2010, 01:41 PM   #8
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You can be sloppy when you show up to return something at the store. Worst case you still walk out of the store with the item because you don't meet the return policy. When you are mailing hundreds of dollars worth of electronics, you should ensure that you are sending it to the right address and a place that is equipped to receive it and is expecting it, if you expect a refund or an exchange.

NOT saying that B&N shouldn't return to sender or whatever with an unknown package, but there is some responsibility on the returner to take the simple, appropriate steps. It's not like this is as hard as redeeming a rebate used to be...!
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Old 08-09-2010, 01:45 PM   #9
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One more reason I'm loyal to Amazon.
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Old 08-09-2010, 01:47 PM   #10
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One more reason I'm loyal to Amazon.
You've tried returning stuff to Amazon without an RMA, have you?
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Old 08-09-2010, 02:24 PM   #11
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Old 08-09-2010, 03:11 PM   #12
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Quote:
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You've tried returning stuff to Amazon without an RMA, have you?
The OP mentioned returning the Nook to the wrong address, one noted on the web site titled "returning items to B&N". It's actually an easy thing to do.
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Old 08-09-2010, 03:14 PM   #13
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Does this really belongs to the News section which is supposed to be the "Latest on e-books, e-paper, DRM and related technologies"? It might be more appropriate in the Nook section.
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Old 08-09-2010, 03:35 PM   #14
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Well, the possibility seemed to be news, but after I posted this I did wonder if I should have put it under 'Discussions'. Obviously the mods will shift it around if they think best.
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Old 08-09-2010, 04:13 PM   #15
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Does this really belongs to the News section which is supposed to be the "Latest on e-books, e-paper, DRM and related technologies"? It might be more appropriate in the Nook section.

I agree, for one it's a blog, entitled "I love My Kindle" none the less, and it's based on that persons own speculation and not on any specific incidients or occurances nor a response from Barnes and Noble.
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