The reviewed sample shows recurring issues with online order fulfillment: cancellations without notification, long backorders, shipping to wrong addresses and billing surprises. Several reviewers report poor email support and inconsistent responses, though some customers praise in-store staff or received problem resolution through live chat or managerial outreach. Specific concrete issues include unexpected membership charges, deluxe editions arriving as standard copies, and multi-month delays on pre-orders or merch drops. If you plan to order from Books-A-Million, consider checking current stock and pre-order policies, monitor shipment confirmations closely, and use live chat or phone support for urgent order problems; buying in person may avoid some online fulfillment risks.
Examples from available reviews (Feb 2018 – Feb 2026).
Customer service is superb and orders are packed and delivered on time.
“Their customer care service is superb in every aspect.”
Item was misrouted, returned to sender, and refund processing delayed.
“I am STILL waiting for my refund”
Multiple merch items missing and support cannot resolve shipment issues.
“There are still 3 items missing from my initial order”
Orders canceled repeatedly and customer service unresponsive for weeks.
“it's been weeks with not a single response.”
Many reviewers report cancelled orders, long shipping delays and incorrect deliveries; a minority praise helpful in-store staff and occasional responsive live-chat or manager interventions.
Some customers note discounted prices and variety, but several report unexpected membership charges, duplicate billing or unwanted magazine subscriptions.
Multiple reviews describe inaccurate in-stock indications, account/address update failures and slow order processing; a few customers report smooth in-store purchases.
Complaints center on receiving wrong editions, missing items from orders or backordered products; a small number of reviewers say they received the expected items.
Frequent reports of no notifications, inconsistent messaging and unreturned emails; some reviewers cite effective live chat or a manager who ultimately reached out.
Overall impressions in these reviews skew negative, driven by cancellations, delays and billing problems; a minority of reviews describe positive in-store or resolved experiences.
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 (BAM) is a U.S. bookseller that operates brick-and-mortar stores alongside an e-commerce site. The retailer sells books, magazines, and related merchandise including collectibles and specialty items, and it offers online ordering, pre-orders and membership options. Consumers researching Books-A-Million reviews often look for information about shipping, pre-order fulfillment, billing and in-store service.