retailhate (retailhate) wrote in bad_service,

Barnes and Nobel online suck

OK, I got some DVDs from B&N Online for Christmas, but I already had them. Thankfully, my mother included a gift receipt--because their website states that they can accept most returns from the website for store credit, provided they have a receipt with them. Fair enough. It's only store credit but it's freaking B&N; if you can't spend money there you've got medical problems.

Well, so I take the paperwork and go in to return them, expecting store credit, planning to buy some books with it...but apparently they cannot accept this return because the Amarillo B&N doesn't sell DVDs.  Nowhere does the websites' return section say that the store you're returning ot has to have the item; it just says to have the paperwork, and that the only thing you'll get is credit. It does specifically exclude a few things--video games, large orders, anything purchased used through a reseller on their site, etc.  That's it.  The cashier called the MOD up when the return wouldn't go through, and he informed me that regardless, they cannot accept the return because they don't sell the DVDs.

Figured that making a scene or yelling would be counter productive and unpleasent for all,  I went back home, rechecked the website and emailed B&N's customer service to complain--I said they either needed to clarify their website or they needed to  better train employees managers.  What I got back? A basic form letter stating that a physical B&N cannot accept a return of a product it doesnt' sell at all--despite the fact that the website touts the ease of returning a product to the brick and mortars as a good reason to buy from them. 

So to B&N: Piss off. I'm shopping at Amazon now.   I've worked at 2 major retail chains (WalMart and OfficeMax) before my current job.  In each case, we could accept returns of things bought online provided the customer provided a receipt. It just makes sense; it gives people a reason to buy from your site as opposed to a purely online etailer with (likely) lower prices.  If you can't pull that, then screw off.  I wouldn't feel so bad about it, but my folks used B&N specifically so there'd be an easy return option if I wanted to exchange the movies.
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