Barnes & Noble Explains Why Its Chat Reps Sound Like Robots

Barnes & Noble Explains Why Its Chat Reps Sound Like Robots

Many people who’ve worked in the customer service field — where it’s not uncommon to be screamed at by irate callers — say it can be a dehumanizing experience, to the point where you sometimes feel like a robot. Then there are the non-humans who desperately want to be flesh-and-blood but can’t cross that uncanny valley. And finally there are those CSRs who might indeed be human, but aren’t doing a very good job of convincing the world of it. [More]

BN.com allows you to reserve a title for in-store pick-up, but doesn't tell you the price.

Is Barnes & Noble Hurting Its Stores By Not Price-Matching Its Own Website?

Barnes & Noble’s website allows customers to reserve a book for in-store pick-up rather than buy it online, but bn.com does its best to gloss over the fact that you could be charged more for the book at the store, leading to angry customers who use B&N as a showroom for its own website. [More]

Barnes & Noble Now Selling Electronics, Furniture, Rugs & Just About Everything Else

Barnes & Noble Now Selling Electronics, Furniture, Rugs & Just About Everything Else

For years, Barnes & Noble’s website has been competing with Amazon for the online book market. The two companies even square off directly in the realm of ebooks, each selling its own proprietary eReader. But aside from dabbling in music and movies, B&N has let Amazon be the online superstore where you can buy almost anything. Until now. [More]

Consumers Speak: Barnes & Noble’s Four-Day Cancellation Delay

experience, in the spirit of holiday outrage. Ho ho ho!

Take a look at her perfectly reasonable complaint letter after the jump. The gist? BN.com waited four days before they told her that they wouldn’t be able to fulfill her order. Sort of makes it hard to get stuff by Christmas, doesn’t it?