Reviews repeatedly describe online order problems, including preorder cancellations at the last minute and long shipping delays. Shipped items often arrive damaged or with poor packaging. Store visits, by contrast, draw steady praise for friendly, knowledgeable staff and wide selection. Several reviews also mention billing and account mistakes that take escalation to fix.
Examples from available reviews (Feb 2018 – Feb 2026).
Two preorders were canceled months later without notice or options.
“my last two preorders, placed months ago, were canceled for being 'unavailable'.”
Damaged special edition arrived; return label not provided and refund delayed.
“It came damaged. They was suppose to send me a prepaid label to return.”
Great browsing experience with large selection, though some items full price.
“Books-A-Million is a great store to browse in.”
Website is slow, crashes at checkout, and lacks Apple Pay.
“Website is insanely slow, unresponsive, constantly crashes, unable to check out”
Most reviews point to cancelled preorders, late shipments, and missing items. Many also describe refunds that move slowly or never arrive, along with support that shifts blame. A smaller set mentions fast shipping or especially helpful store managers.
Several reviewers report being overcharged, billed twice, or hit with unexpected membership or service fees. Some also mention price mismatches at checkout and the end of free bags. Positive notes on value are uncommon and mostly focus on occasional price matching or large in-store buys.
Website issues come up often, including slow loading, checkout crashes, and payment problems such as gift cards not working. Account and address mix-ups sent orders to old addresses or blocked cancellations. Meanwhile, shoppers regularly speak well of in-store browsing and the cafe.
Many reviews mention damaged books and collectibles tied to weak shipping materials and flimsy envelopes. Some customers received the wrong edition or books that were cut or defective. Store selection and availability get positive remarks, but the condition of shipped items remains a repeated complaint.
Many customers say orders were cancelled or backordered with no email or phone notice, and they received mixed messages from support. Several reviewers report weeks with no customer service reply and unsubscribe links that did not work. A few mention good communication, such as understanding managers, but those examples are rare.
Reviews draw a sharp line between poor online ordering and stronger in-store experiences. Low ratings focus on order dependability, shipping, and support. High ratings focus on staff, selection, and the store atmosphere.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (52) · yelp.com (20) · resellerratings.com (15) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Two preorders were canceled last-minute, leaving reviewer unable to purchase.
“my last two preorders, placed months ago, were canceled for being 'unavailable'.”
Two preorders were canceled months later without notice or options.
“my last two preorders, placed months ago, were canceled for being 'unavailable'.”
Three special edition books order canceled without notice; reviewer won't reorder.
“They cancelled an order with 3 special edition books(Trilogy), with no notice.”
Three special edition books were canceled without any notice.
“They cancelled an order with 3 special edition books(Trilogy),”
Received damaged special edition and refund delayed after return postage charge.
“It came damaged.”
Damaged special edition arrived; return label not provided and refund delayed.
“It came damaged. They was suppose to send me a prepaid label to return.”
Items out of stock, charged fully, poor packaging, and damaged collectible.
“Absolute garbage company.”
Received 'not in stock' notice same day; charged and received damage.
“Received a "not in stock" notice the same day.”
Staff friendly and helped locate needed book despite staffing.
“The staffing seemed slim but everyone was friendly.”
Enjoyable bookstore visit, preferring it over Barnes & Noble occasionally.
“I am such a bookworm!”
In-store staff were kind, but online ordering was unreliable.
“Staff was really kind and the cashier I checked out with was really nice.”
New store is spacious but lacks cafe seating for reading.
“there is not a cafe or much seating ro mingle or read inside the store.”
Books often ship in cheap envelopes that arrive torn open.
“Twice now the envelopes have arrives open on the sides like they were torn open.”
Orders often ship in cheap envelopes that arrive torn open.
“Twice now the envelopes have arrives open on the sides”
Employee allegedly assaulted reviewer; reviewer warns against visiting store.
“unless you want a associate name Jennifer to assault you”
Alleges an associate assaulted them; advises others never to visit.
“Never go to south park mall's BAM! unless you want a associate name Jennifer to assault you”
Pre-orders are canceled and company claims out-of-stock despite preorder timing.
“This company is extremely unreliable on online orders.”
Pre-orders are canceled after questioning and labeled out of stock.
“This company is extremely unreliable on online orders.”
Charged incorrectly and store stopped giving free bags, reducing service value.
“BAM had gone “green” and no longer provides bags gratis.”
Store stopped free bags and overcharged an item at checkout.
“discovered BAM’s check out system charged $175 for an item marked at $167.”
Coffee shop poorly stocked; holiday drinks sold out during visit.
“The signage said that most of the holiday drinks were sold out.”
Manager price-matched an online price, saving reviewer money.
“He was able to price match it for me”
Nostalgic date-spot feel, but lacks cafe and diverse religious books.
“Only draw back is that their religious section is lackluster (basically nothing about Judaism).”
Staff unwilling to help find a book appraiser and hung up.
“when I asked they said no idea, no one there would know and hung up!”
Manager's rude behavior created an unwelcoming in-store experience.
“he practically barked at me to ask what I wanted.”
Store organized and clean with friendly associates and on-site coffee shop.
“The store was well-organized and clean.”
Great browsing experience with large selection, though some items full price.
“Books-A-Million is a great store to browse in.”
Nice selection of novels and a helpful, knowledgeable staff.
“Employees very helpful and knowledgeable.”
Overcharged for shipping, customer service initially denied error then refunded.
“I got my refund after that trial and tribulation!”
Overcharged shipping and felt invalidated by support before refund.
“I made an order and got charged an extra 6 dollars for shipping.”
Charged for 'in stock' items that never shipped and refund button errors.
“Ordered "in stock" books over two weeks ago. they immediately charged me and nothing since.”
Ordered 'in stock' books that never shipped and got no refund.
“Ordered "in stock" books over two weeks ago.”
Terrible customer service with delayed or lost shipments and no accountability.
“The company will blame the postal carrier.”
Terrible company with zero accountability for lost or delayed packages.
“Terrible company; terrible/zero customer service.”
Signed copy arrived damaged because shipping material did not protect it.
“the shipping material did not protect the book”
Signed copy arrived damaged due to inadequate shipping materials.
“the shipping material did not protect the book and now the corners of the book are damaged”
Gift card didn't apply, support couldn't cancel order, reviewer stopped payment.
“they could not correct it, could not cancel the order”
Gift card didn't apply and support couldn't cancel or correct payment.
“Called immediately when the gift card did not apply to final payment”
Offers photos of books plus magazines, puzzles, toys, and gifts.
“Better photo of books that you'd see at the book store.”
Black Friday sale signage misleading and staff unhelpful during purchase.
“Horrible Service. I understand that Black Friday is a busy day, but they were not understanding at all.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Books-A-Million runs a nationwide chain of bookstores and an e-commerce site. It sells new books, magazines, manga, puzzles, toys, gifts, and related collectibles. Many locations also have in-store coffee shops and space to browse. Customers can place online orders and preorders and have items shipped to U.S. addresses. The company also offers membership options and promotional programs.