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
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 (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.