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…

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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.

—

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

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