A Little Barnes & Noble Holiday Customer Service Failure - Page 2
Unless you’re dealing with Barnes and Noble.
According to Barnes and Noble, gift-cards that are digitally stored can only be used for the purchase of e-books. That’s great if a.) I want to purchase e-books and b.) I have a Nook, which I don’t. So I called B&N customer service to see what they could do. What I got was a lesson in customer service, or rather the lack of it and the absurdity of the Barnes and Noble online shopping experience.
After 20 minutes on hold, I explain my situation to the representative. I am simply trying to apply my gift-cards which are stored and clearly visible within my B&N online account to my order. Her initial response filled me with hope.
B&N Rep: I can help you with this. Go ahead and place the order online. Then under payment options, select “Pay by phone.” Once the order is placed, we can apply the gift-cards to your order.
Me: Great. I’ll go ahead and place the order now.
B&N Rep: Orders take approximately 20 minutes to reach our system. You may want to call us back once your order hits our system. Then we can apply the gift-cards on your account.
Keeping in mind that I have already waited 20 minutes to get to this point, I was flabbergasted by her suggestion that I call back. However, I agree. I've already made it this far. Mistake number two.
I endure another 20-minute wait on hold (after waiting the requisite 20 to call back) and retell the story to the next representative I speak with. She informs me that the previous representative misspoke. I’m reminded that per B&N policy, digitally stored gift-cards are eligible for e-book purchases only. Without having the full card number to enter manually at checkout, I’m out of luck.Continued on the next page