B&N Sucks!

[mikewrenn]

Originally Posted by jedifarfy

Here's why you have to send it to them:

The website and stores are run separately. If the website sent you defective or the wrong merchandise, 99% of the time we have to refer you back to them to fix their own mistakes. If the store orders it, they replace it. Minor issues can usually be handled in the store, but in this case it was a broken NC and that has to be handled by the site and nook CS.

They weren't a-holes for not taking it back right away. One way or another that unit would be sent back as damaged. You bought it online rather than in a store, and therefore that's how you handle the return. If this was any other site that didn't have a physical store presence, you'd have to wait. I'm sorry it arrived broken, but that happens and we do the best we can.

Broken Nooks cannot be serviced in-store of course, but it also seems that some online and store personnel have been misleading customers by telling them that unwanted (and unopened) Nooks purchased online must be return-shipped to Barnes & Noble.com. That's simply not true and especially important to know around Christmas.

[bugeyed]

Originally Posted by mikewrenn

Anyone considering buying a Nook should know that only unopened Nooks are returnable to a B&N store .

"Returning nook

You can return nook within 14 days of receipt. Either call 1-800-THE-BOOK (843-2665) for a return authorization, or return it to a Barnes & Noble store."

Items must be returned in their original condition; shrink-wrapped products must be unopened."

Yes, Bestbuy does have an excellent return policy, but you can get up to 15% off if you buy direct from B&N via a cashback site combined with the Amex Open Savings rebate.

I am not sure if you meant to imply that you can't return an opened Nook to B&N within the 14 day period. You can! That is the whole point of the "buyers remorse return policy".

Cheers,
kev

[jedifarfy]

Originally Posted by mikewrenn

Broken Nooks cannot be serviced in-store of course, but it also seems that some online and store personnel have been misleading customers by telling them that unwanted (and unopened) Nooks purchased online must be return-shipped to Barnes & Noble.com. That's simply not true and especially important to know around Christmas.

I also suspect some stores are not following procedure and sending people so they won't lose any of their stock. The only time we'd send anyone away is if we were out of the device. We were taking any back pretty much, even some just because they didn't want them. Why make anyone more unhappy with having to deal with the .com? WE hate calling the .com people.

After the 14 days (or the grace period for returns/exchanges), we'll probably refer more people to them due to stock/this is under warranty and not store now. There's only so much we're allowed to do.

[jessicalynn]

Originally Posted by rcuadro

I have never had problems with Best Buy or with Amazon...

How is this relevant? Did you buy a nook from amazon?

[bhartman36]

I don't have a Nook, so I can't comment on their Nook policy specifically, but it's pretty standard procedure for a company's online and brick-and-mortar operations to be separate, isn't it? To give one example I see all the time: When I go into CVS, invariably there's someone there asking about a product they saw on the site, and people complain when they can't find the item in the store. I guess it's great when you can do it, but I wouldn't intuitively expect to be able to bring to a brick-and-mortar store something that I bought online.

[wandalynn]

Originally Posted by bhartman36

I, but I wouldn't intuitively expect to be able to bring to a brick-and-mortar store something that I bought online.

And I would expect to return an item to the same brick and mortar store I bought it from but that wasn't the case.