Buy.com really should rename itself to BuyItFromElsewhere.com. I recently purchased a Bluetooth adapter on its web site and it has been nothing but agony. In summary, Buy.com committed the following:
Here is the glory details:
7/27/04: I finally decided to buy a Bluetooth Adapter for my laptop. After some research, Buy.com has the lowest price on the brand and model I wanted. And they advertised the item as being in stock and also stated that the item would usually be shipped within 1 or 2 business days. And it had free shipping. "Sounds great," I thought to myself. Entered my credit card information and clicked that 'Buy' button.
7/28/04: I wondered if my package has shipped? Logged on, checked the status of my order, only to find out that the item was backordered. "Damn, someone else must have beaten me to purchase the last unit," I thought. So now the item page would say the item is unavailble, right? I went to the item's page on the web site, and no, the site still said the item was in stock.
8/3/04: The item was still backordered. I submitted an inquiry via Buy.com--there was no phone number listed anywhere on the web site for me to call. I asked them whether they can tell me when I can expect the item to be delivered. I wouldn't mind a little wait. But if it was to take a long time, I would like to have my order cancelled. The web site confirmed my message has been sent and kindly told me someone would get back to me within one business day.
8/5/04: Early afternoon. Still no response from Buy.com. So I went ahead and cancelled my order. Their web site confirmed that the cancellation went through--the order status on the web site now clearly indicated the order was 'Cancelled'.
8/5/04: Later that afternoon. Got an email from Buy.com saying my order has been shipped. No explaination was given why they didn't respond to my earlier inquiry and why the item was shipped even though it was cancelled. I went online, and the invoice indicated the shipping time would take 7 to 9 business days.
8/5/04: Night. I emailed Buy.com and complained about the mistreatment. I asked to have the order cancelled again--I did not want to pay any of it. I had also indicated that I was rather disappointed with the whole process--after all, the item was supposed to be in stock and was supposed to be shipped within 1 to 2 business days. They now shipped it after 2 weeks, they should at least offer upgraded shipping or some voucher for future purchases. Nah, nada, Buy.com gave me nothing of that sort. I told them if they wanted to keep me as a customer, they should consider one of the above two options.
8/6/04: Buy.com charged my credit card for the item, which I had cancelled.
8/7/04: Buy.com wrote back and said they couldn't cancel my order because it was already shipped (wait, I thought their own web site said it was cancelled?! WTF.). I would have to either refuse the package when it arrives or send the package back myself. I emailed them back and pointed out I had cancelled the order before it was shipped. So they had really charged my card without my authorization. But fine, if they can't cancel it now, can they at least tell me when the item was supposed to be delivered so I can be home to refuse the package? I tried their online tracking and all it told me was the tracking number was still not in the shipping company's system.
8/12/04: Buy.com finally wrote me back and was "happy to report that [my] order is on its way". My previous inquiry about when the item was supposed to be delivered was not answered. I tried their online tracking again, the tracking number was still not in the shipping company's system.
8/13/04: I wrote a long email to Buy.com. I re-stated all the problems I have had with them so far. And all my inquiries that were left unanswered. I told them I hope a real human being was reading my email, if so, then please forward my complain to a manager or someone with the authority to just refund me the money already. I was fed up.
8/15/04: Buy.com wrote back and was again "happy to report that [my] order is on its way". In the email, it told me that I can track my order online. But the tracking number was still not in the shipping company's system. It still did not respond to any of my complains. Same standard response from Buy.com. I wonder if anyone from their support staff actually takes time and read through their customers' complains?
8/17/04: I emailed the shipping company. I asked them why it has been 12 days since Buy.com shipped my package but I was still unable to track my package via their site. It was way beyond their promised 7-to-9-business-day shipping time, I should have got the package already.
8/18/04: The shipping company wrote me back and said they had never received any package for me from Buy.com. They told me I would have to contact Buy.com. So I emailed Buy.com again and told them I had waited 13 days since the claimed ship date. And I also forwarded them the email I received from the shipping company. I told them again to forward my email to a manager or to someone who can just refund me the money already!!! I was going nuts.
8/21/04: Not a word from Buy.com.
8/23/04: I emailed Buy.com again and asked them why they haven't responded to my inquiry on 8/18/04. I also warned them that I would have to stop payment on my credit card if they were not willing to work with me.
8/26/04: Still not a word from Buy.com. I went ahead and filed a lost package claim on their web site. They sent me an automatic response telling me to "allow up to 5 business days" to process my request.
9/7/04: It has been 7 business days since I filed my lost package claim, still not a word from Buy.com. I wrote an email to their CEO, Mr. Scott Blum. I told him the whole story and told him how I had to email him since people who work for him don't seem to be reading their emails. I asked him to attend to this matter if he still cares about his company.
9/14/04: 19 days after I submitted my lost package claim, Buy.com finally wrote me back and said my claim has been approved. However, they did not specify when the money will actually be refunded to me. In the email, it simply stated, "You will soon receive a confirmation email . . .".
9/19/04: Still haven't received my refund. And Mr. Scott Blum never returned my emails. This page was born.
9/26/04: Received a letter from my credit card company stating that they have issued me a credit for my Buy.com's purchase. Still not a word from Buy.com themselves though. This whole saga continued for exactly two months and Buy.com never issued me a refund themselves.
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