Buy.com Can't Give You The Rest Of The CDRs You Ordered, Because That Would Mean Actually Reading Your Emails

Bill ordered 300 CDRs from Buy.com. He received 200 (half are pictured). Somehow, over 3 months and a dozen emails later, they can’t fix the issue.

This is what happens when you hire customer service reps who can’t read and can only select pre-programmed responses from drop-down menus.

This is also what happens when, if you see tier 1 customer service is absolutely incompetent, you don’t escalate your issue. Email staff really stupid? Try calling customer service. Phone support goes nowhere? Try calling an executive. Or writing a letter to the corporate headquarters.

Absolutely pathetic customer service, in blow-by-blow email, inside…


I’m having an incredibly hard time with Buy.com on some CDRs. I don’t know if you want to pick this up, or have any advice for me, but I’d sure appreciate it.

Bill

—-Original Message—-
From: noreply@checkout.google.com
To: support@customerservice.buy.com
Subject: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 5 December 2006, 19:35 Hrs.

Hello Buy.com,

William C. W has sent you the following message:

Dissatisfied with order #835010832674223: My package arrived today. It contained two spindles of 100 disks. (part # ZCD-R80SXSC*MC, sku# 020356487935) My order was for two spindles of 150 disks. I am 100 disks short.

Order Details
- Nov 29, 2006 7:31:59 PM EST
- Order #835010832674223
Print Qty Item Price 2 150pk 80min Cdr $62.36
Shipping & Handling (Standard: 3 to 5 business days): $13.12
Tax (RI): $0.00
Total: $75.48

Replies to this email will be sent directly to William C. W. Click here to view order #835010832674223.

buyreceipt.jpg

buyorder1.jpg

On 12/8/06, support@customerservice.buy.com < support@customerservice.buy.com> wrote:

Hello William C. W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

We apologize for the inconvenience you have experienced with this order. Because you have not received the item, we need to file a claim on your behalf.

In your reply please let us know if you would like a replacement of the same item or a refund to your original payment method.

Please note, it may take a few days for your lost/short shipment claim to be processed.

We appreciate your patience and loyalty.

Sincerely,

Brok Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: William-[redacted]@checkout.google.com
To: Buycom-sgffchmnuk3@checkout.google.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 16 December 2006, 14:40 Hrs.

please send me the rest of my disks.

On 12/20/06, support@customerservice.buy.com < support@customerservice.buy.com> wrote:

Hello William C. W ,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx

We apologize for any issues you are having with the shipment of your order. We have filed a lost/short shipment claim on your behalf. We will update you on the status of your claim via email or phone.

Please allow a few days for us to process your claim. Please note that the processing time may be longer depending on the carrier, shipment method chosen, weight of package, etc.

If your claim was for replacement and you are in immediate need of the missing item from your order, we suggest that you place a new order for the item on the Buy.com website. If you chose to place a new order instead of waiting for the claim to be processed for a replacement then please send us an email and let us know. This way we can update your request to refund and avoid an additional replacement order from being sent.

We thank you for your patience in the matter and appreciate your loyalty.

Sincerely,

Mathew Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: [redacted]@gmail.com
To: support@customerservice.buy.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 7 February 2007, 23:10 Hrs.

OK – it has been more than a month. I only received half my order. I’d like the rest of the disks, or a refund please.

respectfully, Bill

On 2/11/07, support@customerservice.buy.com wrote:
Hello William C. W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

It will not be possible for us to send rest of the disks. We thank you for writing to us for assistance with the return of item #10389419. We will gladly assist you in determining if an RMA/Pre-paid UPS return shipping label can be issued for a return. To ensure that we are able to honor your RMA request we need to know the following:

- Have the items been opened? – Is the original packaging intact? – Is the UPC barcode intact? If not, please provide the reason. – Would you like to receive a replacement or credit?

To send us an email, please use this link:

http://www.buy.com/corp/support/email/default.asp?Loc=307;&what=anytimehelp

We are eagerly waiting for your response and will promptly reply once we have the information from you.

Sincerely,

Edward Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: [redacted]@gmail.com
To: support@customerservice.buy.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 11 February 2007, 12:49 Hrs.

Hello Edward.

I will admit that this is trying my patience. I ordered and paid for 300 CDRs. I only received 200. All I am asking for is the other 100 disks that I already paid for. I have already opened and started using the disks I received (two months ago). They are very nice. Please send me the rest of the disks, or put me in touch with someone who can.

thanks, Bill

On 2/14/07, support@customerservice.buy.com wrote:
Hello William C. W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

We suggest that you either contact the manufacturer for the part that was not included or was damaged or return the product to us for replacement of the same product or a refund.

In most cases, we suggest that you contact the manufacturer directly because they will ask for serial numbers, box UPC codes, or registration information that was shipped to you, which is in your possession.

You may also contact the manufacturer for additional technical, product and compatibility information on their products that is not listed on our website.

As we carry a vast inventory, we do not have any additional product information other than what appears on our product descriptions shown on our website. Furthermore, since the manufacturers themselves package their products, we do not have extra parts available to ship.

If you would like to return the product, please read our Return Policy at:

http://www.buy.com/corp/support/returns/

Thank you for shopping with Buy.com.

Sincerely,

Jacob Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: [redacted]@gmail.com
To: support@customerservice.buy.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 14 February 2007, 15:37 Hrs.

The problem here is not a “missing part”. I ordered and paid for 300 CDRs and you only shipped me 200. Please send me the rest of my order. You did not send me all the CDRs I paid for. If you cannot accommodate this, please contact me IMMEDIATELY at xxx-xxx-xxx

Bill

On 2/23/07, support@customerservice.buy.com wrote:

Hello William C. W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

We apologize for the inconvenience you have experienced with this order. Since you have received wrong product towards your order for item #10389419 we will gladly assist you in determining if an RMA/ARS can be issued for a return. To ensure that we are able to honor your RMA request we need to know the following:

- Has the item been opened? – Is the item defective? If so, please explain the nature of the defect. – Is the original packaging intact? – Is the UPC barcode intact? – Would you like to receive a replacement or credit?

To send us an email, please use this link:

http://www.buy.com/corp/support/email/default.asp? Loc=307;&what=anytimehelp

Additionally, in an endeavor to resolve your problem, your case has already been escalated. We will respond to your original email once we have a solution. Please be assured of our best service.

We are eagerly waiting for your response and will promptly reply once we have the information from you.

Sincerely,

Richard Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: [redacted]@gmail.com
To: support@customerservice.buy.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 8 March 2007, 13:15 Hrs.

- Has the item been opened?
Yes.
- Is the item defective? If so, please explain the nature of the defect.
No.
- Is the original packaging intact? No. – Is the UPC barcode intact?
No.
- Would you like to receive a replacement or credit?
All I want is the other 100 CDRs that I bought but you never shipped to me.

On 3/17/07, support@customerservice.buy.com wrote:

Hello William C W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

We regret that we cannot exchange the item shipped to you, but you can return it for refund and place a new order for an item you want.

To see if you can return your item, please see our Return Policy at:

http://www.buy.com/corp/support/returns/default.asp?what=returnpolicy

Thank you for your patience and understanding in this matter.

Sincerely,

Sabrina Buy.com Customer Service http://www.buy.com

—-Original Message—-
From: [redacted]@gmail.com To: support@customerservice.buy.com
Subject: Re: {Disarmed} Dissatisfied with order #835xxxxxxxxxxxx [Ref:250xxxx]
Date: 17 March 2007, 23:28 Hrs.

Hello again.

This is really a lot more difficult than it needs to be. Let me review the facts:
1. I ordered 300 CDRs.
2. I paid for 300 CDRs.
3. You shipped me 200 CDRs.
4. I have emailed you seven times (including this email) attempting to resolve this.

I do not wish to return my CDRs, I do not wish to exchange them. All I want is the other 100 CDRs that I have already paid for. Please explain to me exactly what I need to do, or whom I need to contact, in order to make this happen.

patiently, William W

On 3/23/07, support@customerservice.buy.com wrote:

Hello William C. W,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #305xxxxx.

According to our records, FedEx tracking #015140970868407 shows that 2 quantity from item #10389419 have been delivered on Dec 5, 2006 9:53 AM.

We apologize for the inconvenience you have experienced with this order. To ensure that we are able to file a short shipment claim on your behalf, we request you to provide us with the following information:

- What type of package was it (Envelope/Box)?

- Upon receipt, did it appear as though the package had been tampered with at all or does it appear as though the package arrived directly from the factory?

- If so, please describe any tampering evidence.

- Do you still have the original packaging your order was shipped in?

- If so, please DO NOT DISCARD any of the original shipping cartons, packing materials, or empty retail packaging as it may be necessary for the carrier to inspect those items.

- When you opened the package, did it appear as if there would have been enough room for the missing item to have been shipped in the package?

- Was there any discarded packaging inside of the main shipping box such as an empty retail carton of your item or others?

- Kindly provide a valid phone number

Please note that it may take a few days for your short shipment claim to be processed.

We appreciate your patience and loyalty.

Sincerely,

Veronica Buy.com Customer Service http://www.buy.com

William W to support, Consumerist Mar 23

I received two items on December 5th. I ordered 2x 150 CDRs, what I received were 2x 100 CDRs.

They came in a box, and there was no evidence of tampering. Since this happened almost four months ago, I no longer have the original packing materials. The box was barely big enough for the two spindles – there was no room for anything else.

I am attaching a photo of what I received. Please note, while the photo shows one spindle of 100 CDRs, I in fact, received two.

What I suspect happened was that you (mistakenly) shipped me 2x 100 CDRs, when the order should have been for 2x 150. When I originally contacted you, it would have been possible for me to return the items. However, in the intervening 3+ months, based my correspondence with you, I assumed that the rest of my order would be filled (presumably by another spindle of 100 CDRs, bringing the total to the 300 that I ordered and paid for.) so I started using the product that I received.

All I am asking for at this point is another 100 CDRs, bringing my total to the 300 that I ordered and paid for.

I can be reached at xxx-xxx-xxx. Thank you for your attention.

respectfully, Bill

Presumably, they’re still duking it out. — BEN POPKEN

Comments

Edit Your Comment

  1. Hawk07 says:

    Buy.com has outsourced 100% of their CSR to India.

    I’ve been in my own black hole of buy.com CSR. There truly is no end in sight. They listed a genuine APC battery replacement, and I ended up getting a generic “ABC” battery. Didn’t catch it until 17 days b/c I was out of state and somebody else received it for me. Anyways, they refused to do anything even though they clearly were in the wrong. All I wanted was what I had ordered.

    It’s embarassing this company can get away with CSR like this. It truly is.

  2. Coder4Life says:

    Ok, I just read all of that, and I got frustrated having to read all that.. This is rediculous.

    These people are stupid. They are probably trained to be stupid. It’s these type of things that will loose customers for life.

    Lets see they could either read the damn emails, and just ship him another pack of 100 cd’s. or they could make him do the tango and maybe he wont go through with it after a while.

    Or he will do the tango and never come back to you to buy anything….

  3. superlayne says:

    They can’t have CSRs read the e-mail you send, then they would actually have to hire people who are competent.

  4. james275 says:

    i’ve had a largely identical experience with buy.com. i will never order from them again, and i advise everyone i know to steer clear.

  5. scoobydoo says:

    They wasted all their customer support budget on those moronic TV commercials.

  6. doctor_cos wants you to remain calm says:

    I have quit buying from Buy.com a while ago. They don’t seem to understand ‘expedited shipping.’ I paid for 2 day shipping because I needed it in 2 days, not 4 or 5 days. Or for it to sit in the ‘warehouse’ for several days without any update on the site or in the email…

    American Musical Express understands this…they have only got me once with a late shipment (turned out to be weather related, not their fault) and they refunded my shipping.

    NewEgg understands this…once I ordered a hard drive second day with rush processing and they didn’t ship it the same day (even though I had ordered in time)…they shipped it the next day OVERNIGHT and did not increase my shipping fee.

    OneCall understands this…they did the same thing as NewEgg did (although props to OneCall as the item was much more expensive to ship overnight than a hard drive).

    I compliment good service, therefore I am entitled to bitch about bad service.

  7. celyn says:

    This is when you contact your credit card company to “dispute the charges.” I’ve learned to do this very early in the process. It takes most of the stress and hassle away. And there’s something very satisfying about setting two corporate behemoths at each other’s throats.

  8. UnStatusTheQuo says:

    I’m done with buy.com as well. Similar crap as posted above. Did anyone notice some of the way products are listed on their site? Some seem to be loaded automatically without human checking into some incomprehensible model/manufacturer code.

  9. polarogak says:

    @celyn

    Chargebacks are about the only good thing I can say about credit cards. Other than that, I think revolving credit should be banished from the Earth, like the evil that it is.

  10. TSS says:

    A long time ago, maybe 10 years or so, someone stole my credit card number and ordered $400 worth of stuff from buy.com. I called them and their response was, “Are you sure it wasn’t you?” Like I was lying. I called my credit card company and they jumped on it. I can’t believe they’re still in business.

  11. lordkenyon says:

    I had tons of problems just placing an order with Buy.com. They don’t say in any of their policies that you must have the same shipping and billing address (even if it’s on file with your CC company). It took four emails and two phone calls for them to finally process the order. I also was forced to change the mailing address on my CC. After being on hold for over 40 mins, finally just got disconnected. The only way I got through was endless googling for internal phone numbers and found someone in the credit authorization department. I’m just super glad nothing was wrong because I know it would be like this.

    If I were to ever have an issue with them I think the credit card dispute would prob. be the sanest way to go. Or a small claims court order just for the fun of it.

    Giving Buy.com the bye.

  12. flashing12 says:

    the biggest problem with buy.com is the fact that they do not stock anything. They depend 100% on 3rd party fulfillment suppliers to ship to consumers. I work for one of those suppliers (don’t shoot me! it’s not “this” supplier!) NewEgg stocks goods…Amazon stocks goods..buy.com does not. This usually is not a problem since primary suppliers must perform to pretty high standards to maintain their status with buy.com, but when you are dealing with all outside vendors more things tend to go wrong than if you are shipping things yourself. Now, as to this specific incident, since buy.com never owned the goods shipped (which were clearly mis-labeled on the site..I never heard of a 150 spindle from TDK) buy.com cannot ship the extra 100. They did offer to take the goods back, which would be proper in this case. The consumer should demand a call tag and a refund in a case like this, IMHO, and buy elsewhere.

  13. lonelymaytagguy says:

    Sometimes I think companies like that are using reply-bots, and other times I think that no computer could be that stupid.

  14. FromThisSoil says:

    Thanks, I’ll never do business with buy.com based on that transaction. Absolutely horrible.

  15. legerdemain says:

    Well, that settles it. I was considering the purchase of a UMPC. Buy.com was a contender. They’re off the list now. I’ll probably go with CDW (crummy prices) or Newegg (no return policy, but above the table and good prices).

  16. Sockatume says:

    I find that calling them on it is pretty effective. Amazon once got a very terse email from me when I pointed out that they were only sending me stock replies, none of which actually applied to my complaint, and I’d like to communicate with a human being, and not a robot. I got a decent, human-written response after that.

  17. mac-phisto says:

    ramit over at iwillteachyoutoberich wrote an excellent article about situations like this dubbing it “failure of the last mile”:

    http://www.iwillteachyoutoberich.com/blog/the-failure-of-t

  18. LAGirl says:

    do they have trained monkeys working in CS at buy.com???

  19. humphrmi says:

    Someone on a previous post thread said that “Scripts ensure consistent customer service.”

    Yeah, scripts ensure consistently bad customer service.

  20. Buran says:

    @Hawk07: File a chargeback.

  21. Type-E says:

    They shipped him a wrong item, you just can’t treat 2 spindle 150 CDs as 300 CDs. You order 2 spindle of 150CDs and they ship u the wrong items, you can’t ask them to ship u another spindle of 100.

  22. dwarf74 says:

    Does google checkout have a dispute resolution system?

  23. r81984 says:

    There is an easy fix and it includes you getting 200 free CDs.

    Since you did not recieve your order you do a chargeback and get your money back.

    At least in Indiana, you can keep the 200 cds as those were unsolicited.
    In Indiana anything mailed to you unsolicited is yours to keep for free. Since they did not send you what your ordered it was unsolicited and they loose out.

  24. withoutnations says:

    I went through the same process about a month before christmas. I had a number of different orders with Buy.com — I never recieved a complete shipment. Most were incomplete (in-stock items that went mysteriouly out of stock overnight) or had items indefinitely delayed. I ended up buying the items retail at the last minute. The orders weren’t resolved until well after christmas, and only after filing vigorous complaints through google checkout. Some were finally cancelled, some shipped weeks later (which I then had to ship back). All the support emails were cookie cutter replies. I’ll never shop there again.

  25. LintMan says:

    As Type-E said, the order was for 2×150 disks. Part of the CSR idiocy is because he keeps emphasizing that he wants the missing 100 disks, and the CSRs aren’t smart enough to put two and two together.

    It might be too late now, but emphasizing to them that he was sent incorrect items (Two 100 disk spindles instead of two 150 disk ones) might get a more intelligent response.

    A chargeback might be the only way to cut through the BS at this point.

    I used to like buy.com, but a few years back I noticed that while their prices were usually good, their shipping costs were usually a ripoff. I priced an identical large order of CD’s, books and a few other items with buy.com and Amazon, and Amazon worked out a fair bit cheaper after shipping. Then I read a bunch of buy.com horror stories of this type and worse, and haven’t bothered with them since.

  26. ShadowFalls says:

    Also to point out, he spent way to much on those CDRs, if they were DVDRs that would not be so bad.

    I have bought from buy.com before. I got my order, and it was right, but the amount of time it took left alot to be desired, as well as packaging. I would say Amazon does a much better job.

  27. davere says:

    I’ve never had any problems with buy.com The only time I did, I used their phone number (which I had to google for, unfortunately) and they were pretty nice. And girl was American, or sounded like it.

  28. skotech says:

    I was told by buy.com that is was my fault fedex did not deliver my order to my house a couple months ago. I ordered a belkin ups from buy.com but never recieved it. I went through weeks of emails and claims processes through buy.com AND fedex. only to be told by both it was my fault and there was nothing they were going to do about it. Address was correct, order was paid for, item never received.

    I resorted to calling my credit company and they kicked buy.com’s are by doing a charge back. I will Never buy anything through buy.com again.

  29. nickripley says:

    @ShadowFalls: CD-R’s were expensive back when all this started!

  30. EtherealStrife says:

    @LAGirl: Sadly they aren’t *even* trained monkeys.

    I called to inquire about the odd shipping policies at one point. It clearly states in their faq that you can add $25 of items to get the free shipping, so long as all items are marked with one of the two truck symbols, and all items are of the same general type (electronics/books+music/etc).
    I’d attempted to add a couple of $25 free shipping books on to a “free shipping” (over $25 item) textbook, yet it was charging me for shipping on the smaller items (it always does this for some reason, contrary to their policy).
    The woman I spoke with claimed that to get the $25 free shipping they had to all be the same item. Not the same type, the SAME FREAKING ITEM (UPC/SKU). When I pointed her to the faq page, she stuck to her guns. I asked to speak to her manager/supervisor, and she claimed he was not there.
    Where is your manager?”
    “Not here.”
    “But where?”
    *snort* “He’s not here”

    I followed this up with an email, but was directed by CS to the faq for all info on shipping policies. >

    Buy.com cs doesn’t even know their own shipping policies…don’t expect them to handle anything larger. Or anything *period*.

  31. PatrickIs2Smart says:

    We recently got a little burned by Buy.com. We bought a printer two weeks ago, and they were offering free shipping with it. 8 days later, the very same printer was advertised on their site for $20 less. So I emailed, asking about their price protection policies, which is when I was informed that (a) since I used a free-shipping promotion, I am no longer eligible for price protection, and (b) they only have a 3-day price protection period. 3 days is ridiculous! The order sits in a processing status for a day, gets passed off to the shipping company for another day, and then it’s in transit for God only knows how long. Everywhere else I’ve ever shopped has at least a 14 day price protection period. And who would have thought that opting for free shipping waived your price protection freedoms… that’s the last time we are shopping on Buy.com.

  32. tcp100 says:

    He can’t file a chargeback. It’s been more than 60 days, unfortunately.

    He’s basically, for all intents and purposes, screwed – unless someone with other than a form macro at buy.com decides to help him out.

  33. Hawk07 says:

    @Buran:

    Thanks, I did actually email my CC company, USAA, about it, but it was going to be too much of a hassle. I knew I was in the right, I knew I would win, but in the end, it would just end up costing me more money and time than it was worth.

    Basically, USAA wanted me to get a notorized letter from a “expert” saying that the product was indeed not what I ordered. Then, I was going to have to ship it back and get some kind of signature confirmation delivery. Shipping a 10 lb battery back with sig delivery would have been $10-$15. For a $25 battery, it wasn’t worth it.

    Another thing I forgot in my original post but I’ll direct towards all. To do returns or correct THEIR mistakes, you must ask for an RMA# within 14 days of purchase. This time frame INCLUDES the time it takes to ship to you. Real cute. On top of that, I went back to the website today, and it even goes on to say that a shipping carrier must have it in their hands within that 14 day time period. so basically, if you’re hellbent on ordering something from buy.com it might be worth it just to ask for an RMA# to be on the safe side regardless of the outcome of your transaction

  34. crazylady says:

    @nickripley: November 2006…not that far ago. dvdrs were still cheaper back then.

    @ShadowFalls: Even for good quality Verbatim or Taiyo Yuden 16x dvd+/-rs that price can still be a bit expensive, particularly considering shipping too.

    Reading the first few comments I thought I was the only one to notice what kind of ripoff the cd-rs were…glad I’m not the only one :p

  35. MeOhMy says:

    It would be kind of amusing to see how long you can make them go in circles.

  36. OnceWasCool says:

    When are companies like buy.com going to learn. If you treat your customers like crap, you shouldn’t have customers. Problems do happen but it is they way a company handles it that can make or break it. Poor customer service, I HOPE, will kill Buy.com.

  37. Doc Benway says:

    Welcome to the club. I supposedly signed for Harddrives I never received. Buy.com still hasn’t made it right. Been waiting over 6 months.

  38. bigvicproton says:

    i have pretty much the exact same letters from a complaint to PAYPAL about PAYPAL. you can complain to PAYPAL about a transaction you made using PAYPAL, but complain about PAYPAL itself? impossible. you are directed into some kind of moronic-CS-space-time-mobius-continuum…if BUY.COM and PAYPAL ever merged the entire universe would go supernova…

  39. chemman says:

    I stopped using buy.com a year or so back after a very similar problem. I purchased two albums for download from their site and everytime I tried to download them, half the songs would not be available and it would ask me to try again later. They were never available after about 30 tries. It took me three months to get them to understand what the problem was and to credit me for the purchase. I will never shop there again.

  40. ndjustin says:

    I had a very similar incident with purchasing dvd-r’s online with another retailer newegg.com, but a completely different outcome.

    I purchased a 100 disc pack, which was two 50 disc pack taped together per the picture on their website.

    When the package arrived, it contained just one 50 disc pack, and the remainder of the tape from the missing package.

    I immediately called customer service, I got a rep who appeared to be in the country. It was a difficult problem to explain to even an english speaking rep, I could not imagine trying to explain it to a second language rep.

    Anyhow, since there was no way he could figure out to just ship me one package, he shipped me an entirely new package.

    Three days later I got a call back from the SAME representivate, saying he was unable to ship it because they were out of stock, and asked if he could refund me the majority of the cost of the dvd’s (I believe it was something like 70%.) I agreed.

    Three days later a pack of 100 dvd’s arrived at my doorstep and I also received my refund.

  41. eldergias says:

    He should have had his credit card withhold payment the instant he found he had not received the correct items. Then when he gets satisfaction he would allow the payment to go through. Or he could have just started a dispute for the cost difference, he would have won, but withholding payment is better, as it really grabs the company by the gonads.

  42. burn2down says:

    I ordered a 1 Terabyte MyBook from Buy.com for close to 400 dollars and it just died on me a week later. I contacted them several times for a replacement and I got the same exact email 4 times saying they were going to file a claim/ticket for me and then I played the waiting game. Three months later, Im STILL playing the game so Ive just decided to deal with the loss and never shop with them again. I know one customer wont hurt them, but I feel good about my decision. I guess it’s back to Amazon.

  43. mconfoy says:

    i am a loyal buy.com customer. i have made well over 20 purchases from them. typically i get my purchase in 4 to 5 days with the free shipping. where i have had problems has always been in my favor. the post office lost my order. they got me a new one quick, (I used email only for customer service). a month later the original package came from the post office, it was clear that it had sat in a post office for the month, and when I told them, they said keep it. the last order i made, i received 2 packages, each with the same order, but i was billed once!

  44. Fuzzy_duffel_bag says:

    doctor_cos says:

    I have quit buying from Buy.com a while ago. They don’t seem to understand ‘expedited shipping.’ I paid for 2 day shipping because I needed it in 2 days, not 4 or 5 days. Or for it to sit in the ‘warehouse’ for several days without any update on the site or in the email…

    I had this exact same thing happen, and all I got were form letter responses from Customer Service when I kept complaining. Why do people think you are willing to pay for expedited shipping that sits for days? I won’t shop at Buy anymore. If they had responded well to my emails about the shipping, I could have dealt with it, but they didn’t.

  45. emilayohead says:

    Okay, I’m not on Buy.com’s side here, but I’d just like to say that for him to let this drag on for so long without picking up the phone is kind of ridiculous. Yes, clearly someone who actually thought about the situation could have fixed it quickly, but when it became obvious that wasn’t going to happen via email, he should have just called. As much as I detest talking to CSR’s on the phone, one hour being tormented over the phone should be better than dragging it out for months on end.

  46. nickripley says:

    @crazylady: I was making a joke about how long this took! :)

  47. Buran says:

    @Type-E: He can and he did.

  48. mermaidshoes says:

    in buy.com’s third email, they specifically said, “It will not be possible for us to send [insert 'the' here...] rest of the disks.” this was the time to request a refund or get serious about having the issue escalated immediately. months later, we’re still stuck with the same email CSRs who already said they couldn’t send the rest of the order, going nowhere fast. even if the storied “short shipment claim” is eventually processed (3 months from now…), i bet they’ll offer a refund before a replacement. it’s usually a lot easier to refund than replace.

    also, email CSRs will almost never call you, even if you ask them to. they just aren’t really set up to do that, nor do they really care enough about you to pick up the phone (yay apathy!). it’s more effective to ask for your issue to be escalated via email or request a phone number that you can call. listing options can also be a good tactic: request a refund or other compensation if you can’t get the merchandise sent to you. better $20 now than 100 CDs never…

  49. ribex says:

    buy.com screwed up the last order i placed with them due to their lack of info and communication with their dropshippers. Fortunately I came out ahead in the end.

    I ordered a Kensington (ipod) stereo dock which had a rebate attached to it. Order was placed 11/24/06. It was “In stock, ships in 1-2 business days” when I placed the order, but was out of stock for new orders by the next day since it was such a good deal. I felt great that I got in before it went out of stock.

    The order status went from “sent to warehouse” to “on order” (that means backorder) within a few days. I patiently waited for a week and a half before contacting them, but when I saw that the dock showed “in stock, ships in 1-2 business days” once again, I was pretty steamed since my order was still “on order”.

    I remember making quite a few phone calls. The only way I ever got anywhere was to call the US-located buy.com sales support. By the time two weeks had passed, I found out on one of these calls that they actually did have stock available but it was from another supplier, and for whatever reason my order was stuck in limbo.

    I eventually convinced them to please send me the dock from another supplier. Time was running short before the rebate submission timeframe would end. The CSR had to create a new order, and I presumed that he canceled the original one. I received a dock 3 days before the final allowable postmark date. Not much time for me to make sure I wanted the item (wasn’t defective, etc) since I had to cut the UPC off the box.

    Two days later when I was about to mail the rebate, I received a second dock (from the first order). I held onto that one for a month just in case they realized their error, but I was never charged. I wasn’t about to bring it to their attention after all the grief it caused me.

  50. ShadowFalls says:

    @nickripley:

    This was a little over 6 months ago, I read the order… The prices are pretty much the same now.

  51. Suppafly says:

    The key to doing a chargeback, where they require you to send the item back, is to send it postage due. The receiver will refuse to accept it, and it will get mailed back to you, but you will still have a receipt showing that you attempted to mail it to them. Then you will get to keep the item and eat it too.

  52. retiredat44 says:

    Buy.com can either go good with no problems or totally wrong! The rebates are good… but they are incoherent on other things. If the item says it is in stock that means noghting. As they can say it’s in stock, then says it sent to warehouse, than say it is out of stock all on the same order.

    Another thing,, Buy.com is in cahoots with Trilegiant (Gtreat Fun), and if they ever get their hooks into your finanaces you wil be screwed for life. The US Attorney General and the California Attorney General, and the AG for the state which this criminal organization is based has had millions of filesd complaints for fraud, yet the US legal authorities are crooks for not sending that company to jail and putting it out business. Do Not Ever Click ON Their Extra Offers at Buy.com that involve that company! They also go by several other names.

    I also got burned by Buy.com many years ago, where they dumped shareholders and that new owner bought it from bankruptcy, the shareholders never got a dime! It was assmall amount of money. Lawyers took them to court over this stock mess, never heard a word since.
    I do still buy things form them because occaisionally they offer a good deal.

    I just hate the ‘in stock-sent to warehouse-out of stock-on order’, al on the same order number for one item. Alos I live about 40 miles form their California warehouse…

    If I order an item and ask for the qualifying free shipping, they will purposely hold an item for a week instead of sending it, just to make sure it doesn’t get to me any sooner…

    So, withy Buy.com onc ein a while it’s not smooth.. but like I said, sometimes the deal is better there and a rebate can be good. So far, never had any rebate problems.. ( I had a horrible time with rebates with Tiger Direct, will never use them for anything ever again..).

  53. kilrathi says:

    Buy.com took over a month to ship me a 2 gig flash drive I bought from them. When I e-mailed their customer service asking where my order was (as they do not have their phone number published on their website), I received a form letter back over a week later stating that they would initiate an investigation and get back to me. Take a wild guess as to whether they wrote me back.

    I used to love Buy.com for their cheap prices. However, I’ve become completely disillusioned with their customer service. Caveat Emptor.

  54. Libra10 says:

    Extremely DISAPPOINTED to Buy.com today!!!!!!!!

    i used to be a loyal customer to this online store until today. i thought they were well organized and maintained at least industry standard customer service, but i was totally wrong…

    today i placed an order and neglected to choose their longest shipping arrangement in order to take advantage of ther their “free shipping” offer. i called them up right away and a rep who could barely speak English told me that according to their policies the shipping charge cannot be reversed even though the order was placed only a few minutes ago. I requested to cancel the order and the rep acted accordingly but all of my discount coupons were also revoked without letting me know in advance. I asked the CS nicely that I felt the need to speak to her supervisor to express my concern about this issue. she started to response in an impatient tone of voice and told me that her supervisor was busy on the phone at the moment and couldn’t take my call. she also refused to give out her name and employee ID number. I asked to speak to some other management staffs but she said no one was available. it seems no way for me to get to the second tier so i gave up.

    i tried the call again and got another lady speaking with thick accent. this time i was dealing with a CSR who barely understand English, and kept on arguing and denying what she just said. son of a gun, what’s the purpose of customer service??? again, i asked for someone who could able to talk to me and resolve my problem but getting turned down with the same reason. i insisted to stay on the line and after 30 mins another foreign accent lady picked up the line. she was speaking in a very hostile tone of voice since the very begining. she identified herself as a supervisor of customer support asked, “WHAT DO YOU WANT??” she also stated that any change she made had to go through other department and would take at least 24-48 “business hours”(???) and the same scenario happened all over again… at last, i just asked if i could get her name and employee ID. quite shockingly, she told me that they didn’t have employee IDs nor last names!!! that concluded the whole conversation.

    several attempts were made to get to different staffs within the company but it seemed to end up encountering the same person. do anyone know how big is this company? is it even registered in US? please help spread the word to watch out for these guys and let me know if there is anything i can do to get the justice?