EPTSo I ordered a textbook from B&N couple days ago, and clearly cancelled the first one before ordering the second one (identical books, but different duration rental), but B&N shipped + charged me for both books.
So I saved the chat here
+ Show Spoiler +
You are now connected with Bernie from BN.com
Bernie: Thanks for joining Barnes and Noble Chat. My name is Bernie. [20:17:12 EST]
Bernie: Hi Jae. [20:17:29 EST]
Bernie: I hope you're having a good day. How may I help you? [20:17:38 EST]
Jae: hello
Jae: I canceled this order 848841871
Jae: but you guys sent me the order to my home anyway
Jae: so now I have two books
Jae: and two charges
Bernie: We apologize for the inconvenience this has caused you. [20:18:26 EST]
Jae: okay
Jae: i'll ship the extra book back with B&N paying for the shipping
Jae: and i want the refund on the $71 charge
Bernie: I understand that you received 2 same books. [20:19:31 EST]
Jae: yea
Bernie: May I ask for the other order number? [20:19:41 EST]
Jae: 848843035
Bernie: Thank you for that information. [20:20:03 EST]
Bernie: Upon checking, the items were delivered on 01/06 and 01/07. [20:20:09 EST]
Bernie: We have a generous, 21-day, any-reason return policy. Just return the book, and as long as we receive it by day 21 in the same condition as when you purchased it, we'll give you a full refund (minus $5 return fee). [20:21:36 EST]
Bernie: I've already sent the UPS return label to you via e-mail so you can return one item for free. You'll receive it shortly. [20:21:44 EST]
Bernie: Please print the label, affix it to the package, and bring it to your nearest UPS Drop-Off location. [20:22:09 EST]
Jae: why is there a return fee that I have to pay when it was a mistaken move by B&N?
Jae: I clearly cancelled the first book before ordering the 2nd one
Bernie: Did you contact us to cancel the order? [20:22:51 EST]
Jae: and I even talked to a chat representative to ensure that it was going to be cancelled
Jae: I canceled it online, then talked to a chat representative
Jae: it has wasted my time and energy
Bernie: Okay. [20:23:34 EST]
Jae: i want a full refund on the first book without incurring the return fee, and i want some kind of discount on the second book
Bernie: Please give me a few more minutes to check into this. [20:23:55 EST]
Jae: for making me do this
Bernie: One moment, please. [20:24:01 EST]
Jae: ok
Bernie: Good. [20:24:20 EST]
Bernie: Thank you for patiently waiting. [20:24:24 EST]
Jae: ok
Bernie: Jae, please return the other item using cthe return label the I've sent to your e-mail address. [20:27:04 EST]
Bernie: If in case you do not receive a full refund for that item, please get back to us so we can refund the remaining amount. [20:27:06 EST]
Jae: what about the $5 return fee?
Jae: i'm not paying that
Bernie: Please make sure to take note of the return tracking tracking number as a reference. [20:28:07 EST]
Bernie: Like what I've said, you can return the item for free using the return label. [20:28:10 EST]
Jae: yes i know that part.
Jae: I'm talking about the amount that will be refunded..will it be a full refund?
Bernie: I also mentioned that. [20:28:54 EST]
Bernie: If in case you do not receive a full refund for that item, please get back to us so we can refund the remaining amount. [20:29:12 EST]
Jae: you're not giving me a definite answer right now.
Jae: you're saying "if" or "in case"
Jae: I'm asking you directly
Bernie: Let me finish it first. [20:29:50 EST]
Jae: will I get a full refund or not? 100%
Bernie: I' not yet done. [20:29:57 EST]
Jae: ok
Bernie: *I'm [20:30:02 EST]
Bernie: Once our warehouse receives your package, a full refund will be automatically issued to your original method of payment. We are not the one who will give the refund directly, but the warehouse. [20:30:07 EST]
Jae: are you there?
Jae: okay i'll take note of it
Jae: you said "full refund"
Bernie: That's right. [20:36:51 EST]
Jae: what can B&N do for the hassle I had to go through because the site didn't correctly cancel the first order?
Bernie: Please note that only limited changes can be done once an order is placed. [20:37:58 EST]
Bernie: Please accept our apologies about this issue. [20:38:29 EST]
Jae: what type of limited changes?
Bernie: Any changes like cancellation, change of shipping address, billing address, etc. [20:38:44 EST]
Jae: so let me get this straight: B&N screws up my order and charges me twice, and I have to use my own gas and time to ship back the mistake that B&N caused, and I don't get compensated for it?
Bernie: I'll make sure to document your frustration so our management would know. [20:40:13 EST]
Bernie: Is there anything else I may assist you with? [20:41:36 EST]
Jae: oh thanks, I'm sure your documentation will compensate everything
Jae: I didn't even get the email you said you sent with the packing slip
Jae: what a joke..
Bernie: I've already sent. [20:42:28 EST]
Jae: okay, now I've got it.
Bernie: Please wait for a few more minutes. [20:43:23 EST]
Bernie: Are we all set now? [20:43:30 EST]
Jae: yeah I guess there's no point in continuing this
Jae: I'm going to just rely on Amazon rather than B&N from now on
Bernie: Thanks once again for joining the Barnes & Noble Chat. Please click the exit button to properly end the session. Have a great day! [20:44:54 EST]
Jae: If it turns out to be a non-full refund, I'm saving this chat and holding you liable
The chat session has timed out and is now closed.
Bernie: Thanks for joining Barnes and Noble Chat. My name is Bernie. [20:17:12 EST]
Bernie: Hi Jae. [20:17:29 EST]
Bernie: I hope you're having a good day. How may I help you? [20:17:38 EST]
Jae: hello
Jae: I canceled this order 848841871
Jae: but you guys sent me the order to my home anyway
Jae: so now I have two books
Jae: and two charges
Bernie: We apologize for the inconvenience this has caused you. [20:18:26 EST]
Jae: okay
Jae: i'll ship the extra book back with B&N paying for the shipping
Jae: and i want the refund on the $71 charge
Bernie: I understand that you received 2 same books. [20:19:31 EST]
Jae: yea
Bernie: May I ask for the other order number? [20:19:41 EST]
Jae: 848843035
Bernie: Thank you for that information. [20:20:03 EST]
Bernie: Upon checking, the items were delivered on 01/06 and 01/07. [20:20:09 EST]
Bernie: We have a generous, 21-day, any-reason return policy. Just return the book, and as long as we receive it by day 21 in the same condition as when you purchased it, we'll give you a full refund (minus $5 return fee). [20:21:36 EST]
Bernie: I've already sent the UPS return label to you via e-mail so you can return one item for free. You'll receive it shortly. [20:21:44 EST]
Bernie: Please print the label, affix it to the package, and bring it to your nearest UPS Drop-Off location. [20:22:09 EST]
Jae: why is there a return fee that I have to pay when it was a mistaken move by B&N?
Jae: I clearly cancelled the first book before ordering the 2nd one
Bernie: Did you contact us to cancel the order? [20:22:51 EST]
Jae: and I even talked to a chat representative to ensure that it was going to be cancelled
Jae: I canceled it online, then talked to a chat representative
Jae: it has wasted my time and energy
Bernie: Okay. [20:23:34 EST]
Jae: i want a full refund on the first book without incurring the return fee, and i want some kind of discount on the second book
Bernie: Please give me a few more minutes to check into this. [20:23:55 EST]
Jae: for making me do this
Bernie: One moment, please. [20:24:01 EST]
Jae: ok
Bernie: Good. [20:24:20 EST]
Bernie: Thank you for patiently waiting. [20:24:24 EST]
Jae: ok
Bernie: Jae, please return the other item using cthe return label the I've sent to your e-mail address. [20:27:04 EST]
Bernie: If in case you do not receive a full refund for that item, please get back to us so we can refund the remaining amount. [20:27:06 EST]
Jae: what about the $5 return fee?
Jae: i'm not paying that
Bernie: Please make sure to take note of the return tracking tracking number as a reference. [20:28:07 EST]
Bernie: Like what I've said, you can return the item for free using the return label. [20:28:10 EST]
Jae: yes i know that part.
Jae: I'm talking about the amount that will be refunded..will it be a full refund?
Bernie: I also mentioned that. [20:28:54 EST]
Bernie: If in case you do not receive a full refund for that item, please get back to us so we can refund the remaining amount. [20:29:12 EST]
Jae: you're not giving me a definite answer right now.
Jae: you're saying "if" or "in case"
Jae: I'm asking you directly
Bernie: Let me finish it first. [20:29:50 EST]
Jae: will I get a full refund or not? 100%
Bernie: I' not yet done. [20:29:57 EST]
Jae: ok
Bernie: *I'm [20:30:02 EST]
Bernie: Once our warehouse receives your package, a full refund will be automatically issued to your original method of payment. We are not the one who will give the refund directly, but the warehouse. [20:30:07 EST]
Jae: are you there?
Jae: okay i'll take note of it
Jae: you said "full refund"
Bernie: That's right. [20:36:51 EST]
Jae: what can B&N do for the hassle I had to go through because the site didn't correctly cancel the first order?
Bernie: Please note that only limited changes can be done once an order is placed. [20:37:58 EST]
Bernie: Please accept our apologies about this issue. [20:38:29 EST]
Jae: what type of limited changes?
Bernie: Any changes like cancellation, change of shipping address, billing address, etc. [20:38:44 EST]
Jae: so let me get this straight: B&N screws up my order and charges me twice, and I have to use my own gas and time to ship back the mistake that B&N caused, and I don't get compensated for it?
Bernie: I'll make sure to document your frustration so our management would know. [20:40:13 EST]
Bernie: Is there anything else I may assist you with? [20:41:36 EST]
Jae: oh thanks, I'm sure your documentation will compensate everything
Jae: I didn't even get the email you said you sent with the packing slip
Jae: what a joke..
Bernie: I've already sent. [20:42:28 EST]
Jae: okay, now I've got it.
Bernie: Please wait for a few more minutes. [20:43:23 EST]
Bernie: Are we all set now? [20:43:30 EST]
Jae: yeah I guess there's no point in continuing this
Jae: I'm going to just rely on Amazon rather than B&N from now on
Bernie: Thanks once again for joining the Barnes & Noble Chat. Please click the exit button to properly end the session. Have a great day! [20:44:54 EST]
Jae: If it turns out to be a non-full refund, I'm saving this chat and holding you liable
The chat session has timed out and is now closed.
He signed out on me. Is there anyway I can report this asshole? If I don't get a full refund, I'm going to complain that he made a false representation. He did not, from the beginning, want to give me a clear answer. He was clearly being passive aggressive saying stuff like "I already said that" Is there anyway I can save the chat room # or reference number of this log?
