Barnes and Noble's awful phone customer service
04-02-12, 10:48 AM
#1
Senior Member
Thread Starter
Join Date: Jun 2011
Location: The Cabin in the Woods
Posts: 862
Likes: 0
Received 0 Likes
on
0 Posts
Barnes and Noble's awful phone customer service
So I ordered a bunch of Disney blu-rays the last time they were on sale. They all arrived safely but one of them, The Lion King, arrived without a slipcover. I'm not usually one to make a fuss about slipcovers, but in the case of Disney releases that will eventually go OOP and therefore go up in value, a missing slipcover is a big deal.
Gave them one call. Was told that since I'm in Canada they don't offer replacement (which is completely ridiculous, basically you're telling me you're shipping your stuff as-is...). I suggested they ship me out the slipcover from another one they have in stock, she said she would put a note on my file and get back to me in 24-48 hours.
More than a week had passed and I hadn't heard back, so I gave them another call. The person on the phone basically told me that I had been misinformed and did everything but call me an idiot for even suggesting that they could ship me a slipcover alone. That's when I got mad and called them out for what I perceive as a complete lack of owning up to the responsability they have to ship items that are complete. She said she would "look into it", but I doubt I'll ever hear back.
Disney wants to charge me 4$ to ship me the slipcover. I plan on calling Barnes & Noble back and demand that they refund me that 4$. Any advice on how to proceed with that?
ETA: While I'm at it, I forgot to mention that they just canceled one of the items from the order, without so much as a warning, because it would take "a few weeks" to get back in stock. Amazon would never pull crap like that. When I called, I was told to reorder and "maybe" they would be able to honor the promotion.
Gave them one call. Was told that since I'm in Canada they don't offer replacement (which is completely ridiculous, basically you're telling me you're shipping your stuff as-is...). I suggested they ship me out the slipcover from another one they have in stock, she said she would put a note on my file and get back to me in 24-48 hours.
More than a week had passed and I hadn't heard back, so I gave them another call. The person on the phone basically told me that I had been misinformed and did everything but call me an idiot for even suggesting that they could ship me a slipcover alone. That's when I got mad and called them out for what I perceive as a complete lack of owning up to the responsability they have to ship items that are complete. She said she would "look into it", but I doubt I'll ever hear back.
Disney wants to charge me 4$ to ship me the slipcover. I plan on calling Barnes & Noble back and demand that they refund me that 4$. Any advice on how to proceed with that?
ETA: While I'm at it, I forgot to mention that they just canceled one of the items from the order, without so much as a warning, because it would take "a few weeks" to get back in stock. Amazon would never pull crap like that. When I called, I was told to reorder and "maybe" they would be able to honor the promotion.
04-02-12, 03:19 PM
#2
DVD Talk Reviewer & TOAT Winner
Re: Barnes and Noble's awful phone customer service
As I've said a billion times, this wouldn't happen if they'd just SHRINKWRAP the damn slipcovers along with the rest of the package! I swear this is the worst packaging trend in the history of discs.
04-02-12, 06:47 PM
#3
Senior Member
Thread Starter
Join Date: Jun 2011
Location: The Cabin in the Woods
Posts: 862
Likes: 0
Received 0 Likes
on
0 Posts
Re: Barnes and Noble's awful phone customer service
What really annoys me is that they're a retailer specializing in books, and I'm pretty certain they would never ship out a hardcover without the sleeve. This is the exact same thing.
04-02-12, 11:53 PM
#4
DVD Talk Hall of Fame
Re: Barnes and Noble's awful phone customer service
While I'm at it, I forgot to mention that they just canceled one of the items from the order, without so much as a warning, because it would take "a few weeks" to get back in stock. Amazon would never pull crap like that. When I called, I was told to reorder and "maybe" they would be able to honor the promotion.
Honestly, you're going to be better off either paying Disney $4 or sending Lion King back and getting it from someplace where you know you'll get a slipcover. The other option is to stress out over it and not get anywhere with B&N.
