The Barnes & Noble Senior VP of Corporate Communications and Public Affairs, Mary Ellen Keating, just confirmed to us that indeed some Nook orders were pushed back again. She claims that only a very small percentage of customers will not receive their Nook before Christmas though. B&N apparently offered affected customers both a holiday certificate in case the Nook was a gift and the $100 BN.com gift card we learned about from a commenter yesterday.
It’s hard to feel sympathetic to B&N. The bookseller obviously misjudged customer demand from the start, but inventory and supply management should have seen this latest shipping problem a lot earlier. Our tipster ordered his Nook back on November 12th and saw his order constantly pushed back at the last minute, which was no doubt a ploy by B&N to keep cancellations down to a minimum. All it takes to keep most consumers happy is timely, honest communication, not emails days after the delay is obvious.
The vast majority of customers who pre-ordered nooks and were given a pre-holiday estimated shipping date should receive their devices in time for the holidays. We are working very hard to keep up with the demand and to get all nook orders out the door and to customers on or before Dec. 24. Unfortunately, there may be a very small percentage of customers who may not receive their nooks before the holiday. We communicated with this handful of customers yesterday, offering our sincere apologies and providing them with the following: 1. A nook Holiday Certificate, in case they ordered nook as a gift and 2. A BN.com gift certificate that can be used online.
Any customer who has not yet received their device but whose ship date prior to the holidays has changed in any way should have received an email yesterday from Barnes & Noble with updated timing. They can also check their order status or contact a customer service representative (1 800 THE BOOK) if, for some reason, they did not receive the email.”
Mary Ellen Keating
Barnes & Noble