Horrible problem with B&N eGift Card

FatDog · 01-13-2011, 10:36 PM

WARNING: Rant to follow.

My Mother received a Nook for Christmass and her Birthday is this week. So I went on-line and ordered her a eGift card so she could buy some books. (Shes's retired and on a fixed income so she was hesitant to buy things.)

A few days later she calls me and says she has not seen an email and her B&N account does not say anything.

I logged into B&N and saw my order was on the 11 but was expected to ship sometime on the 13.

(Why does it take 3 days to process an e-gift card?)

So I called customer service and was informed that they had been having problems with their eGift card system.

....

That's it. No attempt to contact me or my Mother about the delay. No offer to apologize to my mother. Just an insincere "sorry for that.".

I asked why they did not contact the senders or receivers during the 'problems' (the card was specifically their Birthday version) and got lame answers "Not all orders were affected so we have to wait for people to tell us about the problem."

This is not a good company to do business with IMHO.

They said no-one else was available to take my call and if I wanted to contact anybody else I should email "bnmanagementclassic@book.com"

I have no idea if it will do anything but I will write to them to see if it makes a difference.

Ken Irving · 01-13-2011, 11:29 PM

Welcome to the club. I've had that problem (gifts not showing up or taking days to show up), and another one, which is that they sucked $80 out of my own gift card for free books that I downloaded. It took 20 minutes on the phone to at least get them to admit to that, because when I first read them one order number they couldn't even bring it up on the system. Then I read them all 10 or so, and I guess one of them hit the jackpot because they saw the error and said they would fix it. I'm giving them a couple of days to solve that one and if the money has not been restored to my account next time I check, I will really start raising the roof. I think this is funny (sort of anyway) because news about Nook/Nookcolor sales helping their bottom line has made their stock go up, but obviously if financial reporters were paying attention to the mess all those sales have caused with their creaky, leaky fulfillment system, the stock would start heading the other way. Not to say that I'm unhappy with them in general, but they do have some upgrading to do before they are really competitive with the 800-pound gorilla, Amazon.

FatDog · 01-14-2011, 09:17 AM

Thank you for that Ken - I was worried the universe was out to get me this week.

Yes - B&N needs to understand that when their technology messes up - humans (with long memories) feel treated like crap.

Zuly1201 · 01-14-2011, 09:26 AM

I had planned on purchasing a couple of eGift cards during the holidays, so glad I didn't!!! Hope your problem gets resolved soon!

januaryman · 01-14-2011, 10:53 AM

I had a similar problem. Ordered an e gift card on the 5th, after a day, it showed up as "shipping" on the 7th. On the 10th, it still showed up as shipping on the 7th. I wrote an email to customer service. No reply for 2 days. On the 12th bI called Customer Service and, after nearly a half hour, I spoke to a woman who said my options were to cancel the card and get a refund. I asked what the other option was. It seems there was none, other than just keep waiting. I asked her to cancel. I just went to look at my account a d, believe it or not, it is still not canceled or shipped. Here's a paste of that info:

January 5, 2011173383767 - Not Yet Shipped - $50.00

Will I EVER buy another EGift card from these folks? I'm thinking not.

JUST SENT EMAIL NUMBER THREE TO ASK THE ORDER BE CANCELED. NINE DAYS AND COUNTING.......

FatDog · 01-23-2011, 01:21 PM

Update: My mother just called me. She checked her email and found a $15 eGift card from B&N with no explanation. It looks like someone at B&N is trying to restore customer relations.

I do love their stores and have spent many happy hours drinking coffee and browsing the shelves at the local outlet. (They seem to hire librarians which is a bonus). Now if they could just solve their tech problems - I would be totally happy with them.

januaryman · 01-26-2011, 08:30 AM

Update - The order was never canceled, the gift card arrived 10 days after my order. This after three requests to cancel. Very poor customer service.

blue1970sweepp · 01-31-2011, 06:03 PM

I will never do this again. I got one for my mom on the 29 of Jan for a birthday gift 3 days latter she still has not got it and BARNES & NOBLE keeps saying someone will call me and they dont do that. It is bull the way they are doing things and they will not do anything about it. get the same thing over and over our system is slow. Some one will call you ...ect it is all bull not truth in any thing that they say. THE E - GIFT CARD IS A SCAM AND A WAY TO TAKE MONEY AND NOT RETURN ANY KIND OF SERVICE. DO NOT GET ONE OR SEND ONE TO ANY ONE YOU CARE ABOUT

blue1970sweepp · 02-01-2011, 05:10 PM

Ok so 2 letters and still not a word from B&N about my E-Card.

#2
Again my name is Rebekah Terry, I still have not been called or given my E-card. This is wrong. Please be advised that I am looking in to filling changes for No service rendered against Barnes&Noble.com. I will also be adding false advertising to this claim.
Thanks for not returning any of my phone calls or sending out my E-card.
Rebekah Terry

#1
Hi my name is Rebekah Terry, and I am not happy at all with Barnes & Noble .com. It is a scam and a way to take a person’s money with no intent to provide a service. I got an E-card that said that it would be sent out Immediately, it listed all the good things about the card. THIS IS SO NICE I THOUGHT!!!!!

Home eGift Cards
eGift CardsGive the Perfect Gift. In an Instant.eGift Cards are sent by email within minutes and can be redeemed both in stores and online.
Gift Cards
Delivered to your mailboxNEW! eGift Cards
Delivered to your inboxItems from Barnes & Noble
Items Being Delivered Electronically
This item is emailed immediately.

I called your 1-800# on the 30th of January and was told that there was a problem with the system. Nothing could be done. After spending 1hr and 17 min on the phone with a woman "Aubrey" that would not even give me a email (only a web site filled with other people downing the E-Card) I was told that tomorrow at around 12 a man named Alex would call me.

January 31, it is almost 6:30 and I just got off the phone with the 1-800 # again and guess what I GOT THE SAME STORY!!!!! Oh and the best part is the woman said sorry about the birthday gift we can just cancel the order and give you your money back. (Ok next time someone dies I think I will tell them sorry about your luck) What a slap in the face that was but wait it gets better. She tells me the most she can do is give me $10 for my wait.

So this is the way that I see it

· Barnes & Noble does-not care about the customers the only thing this company is looking out for is the next person that will give them money.

· Who cares how the customer feels or who gets there gift card as long as Barnes & Noble get the money.

· Barnes & Noble will take their sweet time if they feel like it doing what they say they will do but please don't bank on it.

· A simple e-mail cannot be sent or a promised phone call cannot be made.

· Do not think for one minute you will get anything done when it comes to the 1-800#

· And seeing a customer happy with this store or the service they say they provide, is not what Barnes & Noble is about.

· If any of that was done then someone at Barnes & Noble would have to work.

I will be letting every person I know how I have been treated. Within 5 min of me placing this order the money was taking from my account with a promise of "This item is emailed immediately." and to this day you still have not done so and I have listen to you just say SO SORRY, nothing more.

NO CARE FOR YOUR CUSTOMERS IS A WAY TO LOSS THEM ALL!

Please feel free when you have TIME to call me I have nothing better to do then site around letting people take money out of my account and rendering no services in return. (248)000-00000

Rebekah Terry

blue1970sweepp · 02-02-2011, 04:58 PM

still no E-card n no call

magnumt · 02-02-2011, 05:28 PM

I can't speak for them, but it looks like it happened a lot of the holidays due to volume. The eGift Card is a new product, so they likely didn't expect it have such a high demand. Which is unfortunate, because they should have expected high demand because the Nook & Nook Color were in high demand during the Holidays.

--Mags

jedifarfy · 02-02-2011, 06:48 PM

Call a store and see if they can call the in-store service line to help you. Calling the lame 1-800# isn't getting you anywhere.

01-14-2011, 10:53 AM	#5
januaryman Used DTBs & iPad User Posts: 86 Karma: 48 Join Date: Dec 2010 Location: Earth Device: iPad	I had a similar problem. Ordered an e gift card on the 5th, after a day, it showed up as "shipping" on the 7th. On the 10th, it still showed up as shipping on the 7th. I wrote an email to customer service. No reply for 2 days. On the 12th bI called Customer Service and, after nearly a half hour, I spoke to a woman who said my options were to cancel the card and get a refund. I asked what the other option was. It seems there was none, other than just keep waiting. I asked her to cancel. I just went to look at my account a d, believe it or not, it is still not canceled or shipped. Here's a paste of that info: January 5, 2011173383767 - Not Yet Shipped - $50.00 Will I EVER buy another EGift card from these folks? I'm thinking not. JUST SENT EMAIL NUMBER THREE TO ASK THE ORDER BE CANCELED. NINE DAYS AND COUNTING....... Last edited by januaryman; 01-14-2011 at 11:01 AM.

01-31-2011, 06:03 PM	#8
blue1970sweepp Junior Member Posts: 3 Karma: 10 Join Date: Jan 2011 Device: Nook	E card from B N web page I will never do this again. I got one for my mom on the 29 of Jan for a birthday gift 3 days latter she still has not got it and BARNES & NOBLE keeps saying someone will call me and they dont do that. It is bull the way they are doing things and they will not do anything about it. get the same thing over and over our system is slow. Some one will call you ...ect it is all bull not truth in any thing that they say. THE E - GIFT CARD IS A SCAM AND A WAY TO TAKE MONEY AND NOT RETURN ANY KIND OF SERVICE. DO NOT GET ONE OR SEND ONE TO ANY ONE YOU CARE ABOUT

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01-13-2011, 10:36 PM	#1
FatDog Witless protection Agent Posts: 290 Karma: 1002898 Join Date: Nov 2009 Location: Los Angeles Device: Kindle	Horrible problem with B&N eGift Card WARNING: Rant to follow. My Mother received a Nook for Christmass and her Birthday is this week. So I went on-line and ordered her a eGift card so she could buy some books. (Shes's retired and on a fixed income so she was hesitant to buy things.) A few days later she calls me and says she has not seen an email and her B&N account does not say anything. I logged into B&N and saw my order was on the 11 but was expected to ship sometime on the 13. (Why does it take 3 days to process an e-gift card?) So I called customer service and was informed that they had been having problems with their eGift card system. .... That's it. No attempt to contact me or my Mother about the delay. No offer to apologize to my mother. Just an insincere "sorry for that.". I asked why they did not contact the senders or receivers during the 'problems' (the card was specifically their Birthday version) and got lame answers "Not all orders were affected so we have to wait for people to tell us about the problem." This is not a good company to do business with IMHO. They said no-one else was available to take my call and if I wanted to contact anybody else I should email "bnmanagementclassic@book.com" I have no idea if it will do anything but I will write to them to see if it makes a difference.

01-13-2011, 11:29 PM	#2
Ken Irving Writer Posts: 86 Karma: 65586 Join Date: Aug 2010 Location: New York Device: Nook "1st Edition" Wireless, Nook4PC, NookStudy, Kindle4PC	Welcome to the club. I've had that problem (gifts not showing up or taking days to show up), and another one, which is that they sucked $80 out of my own gift card for free books that I downloaded. It took 20 minutes on the phone to at least get them to admit to that, because when I first read them one order number they couldn't even bring it up on the system. Then I read them all 10 or so, and I guess one of them hit the jackpot because they saw the error and said they would fix it. I'm giving them a couple of days to solve that one and if the money has not been restored to my account next time I check, I will really start raising the roof. I think this is funny (sort of anyway) because news about Nook/Nookcolor sales helping their bottom line has made their stock go up, but obviously if financial reporters were paying attention to the mess all those sales have caused with their creaky, leaky fulfillment system, the stock would start heading the other way. Not to say that I'm unhappy with them in general, but they do have some upgrading to do before they are really competitive with the 800-pound gorilla, Amazon.

01-14-2011, 09:17 AM	#3
FatDog Witless protection Agent Posts: 290 Karma: 1002898 Join Date: Nov 2009 Location: Los Angeles Device: Kindle	Thank you for that Ken - I was worried the universe was out to get me this week. Yes - B&N needs to understand that when their technology messes up - humans (with long memories) feel treated like crap.

01-14-2011, 09:26 AM	#4
Zuly1201 Member Posts: 24 Karma: 10 Join Date: Nov 2010 Location: SoFla Device: Nook, Samsung Tablet, Kindle	I had planned on purchasing a couple of eGift cards during the holidays, so glad I didn't!!! Hope your problem gets resolved soon!

01-23-2011, 01:21 PM	#6
FatDog Witless protection Agent Posts: 290 Karma: 1002898 Join Date: Nov 2009 Location: Los Angeles Device: Kindle	Update: My mother just called me. She checked her email and found a $15 eGift card from B&N with no explanation. It looks like someone at B&N is trying to restore customer relations. I do love their stores and have spent many happy hours drinking coffee and browsing the shelves at the local outlet. (They seem to hire librarians which is a bonus). Now if they could just solve their tech problems - I would be totally happy with them.

01-26-2011, 08:30 AM	#7
januaryman Used DTBs & iPad User Posts: 86 Karma: 48 Join Date: Dec 2010 Location: Earth Device: iPad	Update - The order was never canceled, the gift card arrived 10 days after my order. This after three requests to cancel. Very poor customer service.

02-01-2011, 05:10 PM	#9
blue1970sweepp Junior Member Posts: 3 Karma: 10 Join Date: Jan 2011 Device: Nook	Ok so 2 letters and still not a word from B&N about my E-Card. #2 Again my name is Rebekah Terry, I still have not been called or given my E-card. This is wrong. Please be advised that I am looking in to filling changes for No service rendered against Barnes&Noble.com. I will also be adding false advertising to this claim. Thanks for not returning any of my phone calls or sending out my E-card. Rebekah Terry #1 Hi my name is Rebekah Terry, and I am not happy at all with Barnes & Noble .com. It is a scam and a way to take a person’s money with no intent to provide a service. I got an E-card that said that it would be sent out Immediately, it listed all the good things about the card. THIS IS SO NICE I THOUGHT!!!!! Home eGift Cards eGift CardsGive the Perfect Gift. In an Instant.eGift Cards are sent by email within minutes and can be redeemed both in stores and online. Gift Cards Delivered to your mailboxNEW! eGift Cards Delivered to your inboxItems from Barnes & Noble Items Being Delivered Electronically This item is emailed immediately. I called your 1-800# on the 30th of January and was told that there was a problem with the system. Nothing could be done. After spending 1hr and 17 min on the phone with a woman "Aubrey" that would not even give me a email (only a web site filled with other people downing the E-Card) I was told that tomorrow at around 12 a man named Alex would call me. January 31, it is almost 6:30 and I just got off the phone with the 1-800 # again and guess what I GOT THE SAME STORY!!!!! Oh and the best part is the woman said sorry about the birthday gift we can just cancel the order and give you your money back. (Ok next time someone dies I think I will tell them sorry about your luck) What a slap in the face that was but wait it gets better. She tells me the most she can do is give me $10 for my wait. So this is the way that I see it · Barnes & Noble does-not care about the customers the only thing this company is looking out for is the next person that will give them money. · Who cares how the customer feels or who gets there gift card as long as Barnes & Noble get the money. · Barnes & Noble will take their sweet time if they feel like it doing what they say they will do but please don't bank on it. · A simple e-mail cannot be sent or a promised phone call cannot be made. · Do not think for one minute you will get anything done when it comes to the 1-800# · And seeing a customer happy with this store or the service they say they provide, is not what Barnes & Noble is about. · If any of that was done then someone at Barnes & Noble would have to work. I will be letting every person I know how I have been treated. Within 5 min of me placing this order the money was taking from my account with a promise of "This item is emailed immediately." and to this day you still have not done so and I have listen to you just say SO SORRY, nothing more. NO CARE FOR YOUR CUSTOMERS IS A WAY TO LOSS THEM ALL! Please feel free when you have TIME to call me I have nothing better to do then site around letting people take money out of my account and rendering no services in return. (248)000-00000 Rebekah Terry

02-02-2011, 04:58 PM	#10
blue1970sweepp Junior Member Posts: 3 Karma: 10 Join Date: Jan 2011 Device: Nook	still no E-card n no call

02-02-2011, 05:28 PM	#11
magnumt Literary Maestro Posts: 23 Karma: 10 Join Date: Jan 2011 Device: Blackberry, Nook Color	I can't speak for them, but it looks like it happened a lot of the holidays due to volume. The eGift Card is a new product, so they likely didn't expect it have such a high demand. Which is unfortunate, because they should have expected high demand because the Nook & Nook Color were in high demand during the Holidays. --Mags

02-02-2011, 06:48 PM	#12
jedifarfy Zealot Posts: 135 Karma: 100 Join Date: Jul 2010 Device: rooted nook color, nook wifi 1st edition	Call a store and see if they can call the in-store service line to help you. Calling the lame 1-800# isn't getting you anywhere.

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