They’re shit. Use Amazon instead.
Updated with less obscenity and more details:
1) I get a B&N gift card. It’s a nice gift.
2) I use it to order a copy of Malware Forensics: Investigating and Analyzing Malicious Code
. Since B&N prices are at least $10 more than, say, Amazon prices, I order through B&N from a different seller and save money.
3) The seller confirms my order, payment, and shipping information. I throw away the card.
4) Three weeks pass.
5) I get a notification that my order actually is canceled, and I’m getting a refund.
6) I go to order the exact same thing, because I want the damn book.
7) Since I already threw away the card which now has the gift amount restored on it, I call customer service to have them clear it up. They explain that I may either be mailed a new card, or I can place my order over the phone and refer back to the canceled order to have the card’s balance transferred to the new order.
8) I do the latter, because I want to get the book, not wait a few weeks and then get the book.
9) They explain I can’t order from other sellers by phone. I have to order direct from B&N, where their price is the list price and their shipping is more expensive.
10) Result: I get the same amount of book, only more than a month later and for more money/gift card value.
Here’s what should have happened: back at Step 7, they should have said “We’re terribly sorry about that; we do our best to help our customers get along with other sellers smoothly. Can I help you find another copy at a comparable price, and order it for you right now?”
I’ve had similar experiences with two other major sites that act as used/third-party marketplaces, Amazon and Half.com. Both of them have processes in place to deal with fraud and mistakes. And if a reseller confirms an order, then waits three weeks and fails to deliver, it reflects poorly on that reseller when other buyers consider buying from them. I didn’t get a chance to review this customer experience or anything.
In summary, B&N gives me the lowest buying power and its service reps care the least of any major bookseller I’ve dealt with. Screw them. Go with Amazon.
P.S. It was still a nice gift and I still appreciate it. Ty, bro.