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
Manager was sympathetic after lost-wallet incident; I will return.
“The store manager, Cassie, was beyond sympathetic.”
Always leave with a bag full of books and spend $100+.
“I never leave here without spending at least $100,”
Large, clean store with great selection and tasty beverages.
“Great selection. Huge store.”
Spent almost $300 in one trip and loved the purchases.
“I've spent almost $300 in one trip at this store...”
Annual visit includes browsing, buying many books, and beverages.
“We browse , buy too many books, and get a tasty beverage.”
Pre-orders were canceled without notification and books sold out elsewhere.
“I never received an e-mail or any notification that they were canceling my orders”
Pre-order special editions canceled without notification and sold out.
“both said canceled. I never received an e-mail or any notification”
Cannot unsubscribe; receiving 10–20 marketing emails weekly.
“Impossible to get off their email mailing list.”
Receiving 10-20 emails weekly and unsubscribe doesn't work.
“Impossible to get off their email mailing list.”
Website is slow, crashes at checkout, and lacks Apple Pay support.
“Website is insanely slow, unresponsive, constantly crashes”
Website is slow, crashes at checkout, and lacks Apple Pay.
“Website is insanely slow, unresponsive, constantly crashes, unable to check out”
Great selection, orderly shelves, helpful staff, and cheaper books.
“The workers are so helpful.”
Order canceled and customer service gave contradictory refund information.
“Mixed messaging and terrible business.”
Preorder was canceled without notice, missing daughter's birthday deadline.
“No warning and too late for my daughters birthday”
Support tried to verify by credit card, hung up when refused.
“Whole company seems like a scam.”
Order updates were delayed and the book still not received.
“I still have not received the book and it has been OVER A MONTH”
Pre-sale book shipped to old address despite account address updates.
“They are shipping it to my old address”
Order was canceled without notification despite needing it for class.
“They gave no notification of it being cancelled”
Item was misrouted, returned to sender, and refund processing delayed.
“I am STILL waiting for my refund”
Order for a $65 present was canceled without notification.
“They cancel your order and never notify you.”
Friendly employees make it my favorite place to buy manga.
“The employees are so nice and understanding.”
Special edition preorder delayed nearly a year with unhelpful customer service.
“has taken close to a year to ship”
Multiple merch items missing and support cannot resolve shipment issues.
“There are still 3 items missing from my initial order”
Card charged twice due to unexpected membership fees and no refund response.
“Three months later when the book was shipped, my card was charged again.”
Received wrong edition despite assurances and customer service was dismissive.
“that’s just a picture”
Books listed in stock were partially backordered without notification.
“I was never notified of this”
Store employee enrolled 14-year-old in subscription, causing nine unauthorized charges.
“My daughter bought a toy at BAM and walked out with a monthly subscription to National Geographic.”
Personal experience with the company left reviewer very disappointed.
“left me nothing short of disappointed.”
Pokemon card order was canceled without email notification and payment reversed.
“I was never notified via email or anything from Books-A-Million”
Reviewer warns of alleged magazine subscription scam at stores.
“They have some sort of magazine subscription scam going on”
Multiple orders went smoothly without any problems.
“I have ordered numerous times from Books a Million and had not one problem with them.”
Orders canceled repeatedly and customer service unresponsive for weeks.
“it's been weeks with not a single response.”
Site promised one-week shipping but waited three weeks then canceled.
“Tbe website says ships in 1 week.”
Order canceled without notification, forcing last-minute reordering elsewhere.
“They Cancelled my order without notifying me whatsoever on the 15th..”
Never received paid book and customer service did not respond.
“I never received the book I paid for.”
I discovered BOOKSAMILLION.COM a few months ago via an online search. I went through their website and was excited about their wide range of books at discounted prices. Since then, I have been their frequent customer. Their customer care service is superb in every aspect. Very courteous, friendly, and customer-oriented, thus making them handle every order in a way that ensures every item is packed and delivered on time. I have purchased comic books and novels and they are the best in bookselling. Looking forward to receiving my next order for kid's story books in two days to give to my niece during her birhtday.
Found manga and hardcover deliberately cut and store refused returns.
“on two on the volumes they were cut, presumably with a box cutter.”
Order shipped six months late and company refused to update shipping address.
“I ordered a book to read over the holidays on December 2nd.”
Item showed in stock then pre-order/backordered status caused confusion.
“All they had to say was "I'm sorry that our system allowed you to purchase an unavailable book.”
Promised 3-5 day shipping took over two weeks without remedy.
“Ordered a book with 3-5 business days shipping.”
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.