Dear Barnes & Noble:
I think I know one of the reasons your company is in trouble.
First let me say, I have been a loyal customer for years. I have purchased FOUR different Nooks, countless Nook books, as well as books in your stores. So I think I understand how this should work.
I have tried your online customer service chat (it stinks). I have called and talked with live people. And they are actually very nice. BUT the problem persists.
Less than a week ago I called to question why, all of a sudden, you are taking the price of my Nook books off of a registered gift card and then turning around and charging my debit card for the taxes on that book when I still have a credit on my gift card. I was assured that is not the way it should be done.
Always one to give second chances, I purchased another book tonight. It was $2.99. And sure enough, even though there is still credit on my gift card, the book was deducted from that credit and 21 cents tax was charged to my debit card.
I tried calling customer service but got tired of holding. Rest assured that as soon as my gift card balance is depleted, you will have lost a very loyal customer. People have been trying to get me to buy a Kindle and this might be what pushes me over the edge.
Your formerly loyal customer