Buy.com - Never Again!`

[dbphotos]

I have spent thousands of $ with them over the years and this final month long experience has ended me spending any more money with them. There are far too many competitors out there that are willing to "make it right" when they mess up.

Ordered a Zune (for photo viewing only) on 11/23 and it was shipped on 11/24 and logged into Dallas USPS on 11/25 and never showed up. Also ordered a cover for i that shipped separately and showed up no problem. After exchanging 4 totally useless emails with their "customer service" in India they finally said they would submit a "claim". 2 weeks later and still no status, so I called them today. After an hour on the phone with "customer service" rep. and supervisor I got no further and told that I had to wait until the claim was final even though they initially said that process would take 2-3 business days. So now a "manager" will call me in 24-48 hours (wanna bet that never happens?). Then they said in order to return the case I received and can't use they said I had to talk to their Returns Dept. for an RMA. After being on hold for 20 minutes they said that the item was non-returnable because it was more than 14 days. I explained that it was only more than 14 days because they lost the Zune and their process is taking so long. They are sending the request to a "supervisor" and they will respond back to me via email in 24-48 hours.

Next call is to my credit card company to dispute the charge, hopefully that will get their attention. I know this is a small drop of water in their very large bucket, but if they want to keep buyers they are going to have to figure out "customer service".

I'm sticking to Amazon and my local stores. Thanks for letting me vent! AAAARRRRRGGGGHHHHH!!!!

[ngoduyviet]

I've heard a lot of horror stories with buy.com, although I haven't had any problems with them yet.

One other suggestion that I read from other forums is tell them you'll dispute the charges, and report them for fraud. It should get their attention quick.

[Wes]

Never had a problem with them, but then again I haven't spent as much with them as you have. Thanks for the info. Another one on the "Do Not Shop" list.

[Arnor]

Hi David,

Originally Posted by dbphotos

Ordered a Zune (for photo viewing only) on 11/23 and it was shipped on 11/24 and logged into Dallas USPS on 11/25 and never showed up.

Doesn't that mean that the USPS lost it?

Best regards,

[dbphotos]

Originally Posted by Arnor

Hi David,



Doesn't that mean that the USPS lost it?

Best regards,

That is correct, but it shouldn't take them a month to either ship me a new one (which they are now out of) or credit my account. The fact that it never reached the customer means they are responsible for filing the claim with USPS and getting their money back. They shouldn't put it on the back of the customer.

I have always lived by the rule that whenever you (or any business) screw up, that's your time to shine and make it right with the customer. I live by that and hold those I do business with to that standard. I can understand problems, but make it right by the customer.

[Arnor]

David,

No argument there, was just curious.

Best regards,

[BigBlueDodge]

I'm trying to look at this objectively, and I can't see where Buy.com failed. They fulfilled their responsibility by shipping the item. USPS failed, and I don't see why Buy.com should be held responsible when USPS is at fault?

If you sold a lens on this forum, and shipped via Fedex, and Fedex lost the package, would you go buy another copy of the lens for your buyer, and ship that to him, while you worked out the details with Fedex?

[DJ.]

I have spent a fair amount with Buy.com and they have only messed me up once. They shorted me on an item even though the packing slip and billing indicated two. I called them and them to explain, answered their questions, and they followed up right away. I had the missing item in short order. The difference is the problem was on their end and not USPS. We ship a lot through USPS and when there is a problem they won't even talk to us until 30 days has passed. We insure everything just to be on the safe side.

[dbphotos]

Originally Posted by BigBlueDodge

I'm trying to look at this objectively, and I can't see where Buy.com failed. They fulfilled their responsibility by shipping the item. USPS failed, and I don't see why Buy.com should be held responsible when USPS is at fault?

If you sold a lens on this forum, and shipped via Fedex, and Fedex lost the package, would you go buy another copy of the lens for your buyer, and ship that to him, while you worked out the details with Fedex?

It's a little different situation when it's between private parties vs. a business. Whenever I mess up with a customer then, YES, I fix the problem and then f/u with the shipper (or whoever caused the problem).

I have yet to receive a response from anyone at Buy.com even after being told twice a supervisor would be contacting me. I did receive a survey f/u on my order last week and I sent it back with the details and asked to have someone call or email me back and still no response. To equate a transaction with a billion dollar company with that between private individuals is a little "apples and oranges".