I spent over an hour on online chat support trying to get an error message resolved. The error itself only took about a minute to resolve - the rest of the time was trying to change my user info. Apparently there was an old address tied to my B&N Membership card. The address was from over 10 years ago, and I couldn't remember the apt number. I gave them the city, state, street address, but they would not give me access - even when I gave them my phone number as verification. I finally just called a local store (while still in the chat session) and had them look up the address on file / change it in their system. I spoke to a supervisor the next day, and she was about as "customer friendly" as a slice of onion. Last time I'll order from B&N online - Amazon and Books-A-Million will gladly take my money!