Barnes And Noble barnesandnoble.com, Liars, rude customer service, nonresponsive, Internet

On 4/5, I ordered a DVD from bn.com, Barnes and Noble's website.  I paid $10.99 for expedited shipping so I could have the DVD by 4/9 at the latest (4/8, if I was lucky).  I had the DVD sent to my work, which is only open Mon-Fri.  On 4/8 in the morning, I received an email from bn.com which stated the following:

Dear KXXXXXX MXXXXX ,

We apologize, but due to an unexpected delay, we are unable to ship the item(s) listed below in the time frame we stated in our previous email. We anticipate that your item(s) will be shipped within the next 1-5 business days. (Please note: business days are Monday through Friday, excluding holidays observed by the Post Office.) As always, you will not be charged until this item(s) ships from our warehouse.

However, if you would like to cancel this portion of your order, you may do so online at: http://www.bn.com/orderstatus.
 
Please accept our sincere apologies for the delay.

-- Barnes & Noble

I tried several times to cancel the order online, to no avail -- the system refused to recognize my order number.  Since I'm a teacher I can't just pick up the phone any time it suits me, so I had to wait until my afternoon prep period to call BN.  I was greeted by a snotty and rude customer service rep who informed me that the system would not allow her to cancel my order because the package had already reached their shipping facility.  Note that it had not yet shipped to ME, but had reached their FACILITY (from god only knows where else).  I indicated to her that the email had stated I could cancel at any time prior to shipping, and she responded, "I KNOW what the email says, it doesn't matter, you can't get a refund."  I hung up and two minutes later I received this email three times:

Dear KXXXXXX MXXXXX,

We have received your request to cancel your order #130790854.

Unfortunately, we are unable to complete this request, as your order has entered the shipping process. We apologize for any inconvenience. 

We look forward to your next visit.

Sincerely,

-- Barnes & Noble

Needless to say, I will be conducting all of my business requiring books, DVDs, etc, with someone else from here on out.