Buy.com SUCKS – worst internet retailer ever!
July 16, 2005
Buy.com has completely pissed me off now. Here’s what happened:
June 23rd: I placed an order for Etymotic Research ER-6i headphones
June 24th: They shipped the order to the wrong address
June 27th: According to USPS, my order was delivered to some random address in San Francisco, CA 94188
June 27th – July 7th: Even though I know my shipment has been lost, I am unable to do anything about it becuase Buy.com policy says that they don’t do anything until 13 days after the ship date.
July 11th: I try to use their online system to report a lost shipment. The online system is broken; to my knowledge there is no way to report a lost shipment online. I then attempt to contact customer service using the e-mail form. They tell me they will get back to me “as soon as possible”
July 13th: I finally get an e-mail back telling me that they will file a claim. I tell them that I would like them to send a replacement as soon as possible.
As of today, I hadn’t heard back from them, so I looked around on their website for a customer service phone number. AFAIK, they don’t publish their customer service number! (At this point, I am begining to realize why they probably don’t have their customer service phone number posted…)
So I look around online and find that I’m not the only one who’s been looking for the number. Fortunately, I found the number on someone’s blog :). They actually have a few numbers: 949-389-2000, 1-877-780-2464, 877-776-7625.
Buy.com: Sorry, there’s nothing we can do right now. We can file a claim but you’ll have to wait 3-5 business days for the result of the claim before we can do anything else.
Me: Excuse me?!?! There’s nothing you can do for a mistake that you made? Can you at least cancel that order and put in a new one?
Buy.com: We can put in another order, but it will be at the current price of the item.
Me: Well, it seems that since it’s your mistake, you should be at least gracious enough to allow me to re-order the same item at the same price.
Buy.com: Sorry we can’t do that.
Well at this point, my course of action is pretty clear. I’m calling up Citibank right now and disputing the charges to my credit card.
But I have to ask: What kind of company hopes to survive with this type of customer service? The only other time I’ve seen such shoddy customer service is in the wireless service provider space – but I suppose they can get away with it becuase I don’t have too many choices there, I just have to pick the lesser of 4 evils. In the online e-tailer space, I have tons of choices. What makes Buy.com think I’m going to ever buy anything from them again?