I love Barnes & Noble bookstores. I love the selections. I love the atmosphere. I love the coffee.
But their online ordering system leaves something to be desired.
I signed up with the Barnes & Noble advertising system because they pay decently (if people buy their books, that is), and the advertising setup is lovely. Links you build get stored in their system, the statistics tracker is beautiful...
But the customer experience isn't what it should be, in my humble opinion.
I had never ordered online with Barnes & Noble before I signed up for their advertising program, and caring about my readers as I do, I thought I should give the setup a test drive. So I got online and found a few books I wanted, and I decided to buy them.
Oops.
First, my order had to surpass a certain dollar amount to qualify for "fast, free shipping." That annoyed me, but it's not a fair comparison with Amazon. I get free two-day shipping from Amazon on all my orders because I pay for a "prime membership." So okay, we'll ignore that one. I wanted more than $25 worth of books anyway.
But then I couldn't enter my membership number--the number that qualifies me for price discounts. I called tech support, and they admitted they'd been having some trouble with that part of the system on that particular day. So I logged out and logged back in, and that worked. Problem solved. Fine. Anyone can run into a simple computer glitch, and tech support was very friendly. Moving right along...
So I bought the books. I got an e-mail confirming the order--so far, so good--and letting me know when to expect shipment--the following day. Terrific! But then I received another e-mail apologizing for the delay and admitting that the order wouldn't be shipped for another three to five days. Ouch.
Well, anyone can run into an ordering backlog... right?
The books actually went out within another day or two, so Barnes & Noble was back in my good graces--or at least decent graces. I checked online, and there indeed was my order, with a note that all items had been shipped. Great! When can I expect delivery? There's a tracking number on the order, but no way to click on it and no indication as to how the items were shipped or how to use the tracking number to track my package.
Okay, I'm resourceful. I can figure this out. I enter the number on the UPS website. No dice. The number doesn't work either with or without the leading letters. I try the US Postal Service website. Again no luck. FedEx? Nope. So now I have no idea what the point of the tracking number is. Shouldn't a tracking number actually track something?
I call customer service. I get a computer automated system that tells me what the website already told me, with no way to interrupt the playback. Finally, the system runs out of its spiel and asks whether I would like to speak to a representative. Yes, indeed I would. I press the appropriate number, and I am then informed that customer service closed at 11:00 PM.
I'm all about people going home at night to their loved ones, so the 11:00 close time didn't bother me. But I'd already been through the wringer, and I was in no mood to be blown off by a machine.
Here's the thing. I've been ordering books online from Amazon.com for years, and I've never had a single problem with their system, from beginning to end. The computer system works. The order processing system works. For a reasonable "prime membership" fee, I get free two-day shipping on every single order, no matter how large or small, and almost everything goes out within 24 hours.
If the order will be delayed, I'm informed up front so I can make my decisions accordingly. The order ships when they say it will, arrives when they say it will, and is trackable in between through a UPS tracking number that is, believe it or not, a genuine UPS tracking number.
So the long and short of it is that I'm switching all my Barnes & Noble links over to Amazon links. Look for these changes over the next day or two as I switch the system over page by page and entry by entry.
I'd apologize to my readers for the inconvenience, but over the past three weeks, no one has bought a single thing through any of my Barnes & Noble dot com links. Apparently, that's just as well.