NEVER PURCHASE ANYTHING FROM BUY.COM - ZERO CUSTOMER SERVICE, SHODDY BUSINESS PRACTICES  
 
Over a week after placing my order of a Sony Blu Ray, the status at Buy.com still said "processing" with no additional information. It should have shipped already. I went to call them to see where my order was only to discover that they DON'T HAVE A CUSTOMER SERVICE NUMBER. I had the option of providing my personal phone number for them to call me back, which I don't provide to anyone, or I could email them. I emailed them only to receive and auto-reply (!) email stating that I would have to contact the seller directly for shipping status.  
 
The seller? No where (visible) when I placed my order did it indicate that it was being sent from a third party and that I was not buying the product from anyone other than Buy.com.  
 
The auto email went on to say that I could find the seller's contact info under my account next to my order. Not so. The seller's contact information was nowhere to be found. In the auto email, it told me if I could not find their contact info I could email them at xxx@xxxx which I did. The next day, that email that I sent to the seller was returned with a "delivery failure" notification.  
 
At this point I decided to cancel my order since it was already past the birthday I had bought it for and because I was so disgusted with the whole ordeal. How do I cancel the order? Through the seller, of course. The seller that I'm unable to contact. Wonderful. So I sent another email to this seller to cancel my order, with the hopes that this time it might actually go through to them. The following day I'd received to failure notification, but no response, either.  
 
It now occured to me to Google the seller's email address. The company web site had a customer service number front and center on their home page. I already like them. After finally speaking with them, I learned that my packaged had shipped today, late because although I placed my order on 1/22, Buy.com didn't send it to the third party company until 1/27! They also told me that that Buy.com did that with a whole bunch of orders, not just mine.  
 
2/6/10 UPDATE: Buy.com's canned reply stating that they messaged me is nothing short of a lie. The only communication I ever received from them was the auto-reply email already mentioned here in my review. To further update you all, this order that I placed on JANUARY 22 which was supposed to ship in 3-9 business days still says PROCESSING when I check my account status at Buy.com. And yet, still no Blu-ray player at my door and STILL NO EMAIL RESPONSE from Buy.com, not that I think that would gain me ANYTHING at this point. I am reporting them to the Better Business Bureau, and suggest that all others here who have had such bad experience do the same.

This review was modified by its author, beccamutt, on 2/6/10 11:10 AM.

I purchased replacement UPS SLA batteries from buy.com and they failed in 4 months (they should last up to 3-6 years), the coded date on the batteries were already 1 year old when I received them, contacted buy.com support and they said they couldn't do anything, the company that makes the batteries doesn't respond, buy.com should take responsibility for selling an old product that has a shelf life of only a few years, and manufactures that don't respond to warranties.  
 
all I wanted was a replacement,  
this was also my first order at buy.com.  
 

I received a badly broken Asus 1008HA laptop and was told by both Buy.com and Asus that the only way to get a functional one was to pay more.  
 
I purchased this laptop as a gift. It arrived completely nonfunctional. After wasting several hours trying to make it do anything, I notified Buy.com requesting a return. The return was refused citing small print and I was told to take it up with the manufacturer.  
 
Asus then told me that I would have to pay shipping in order to receive a replacement of the dead-on-arrival unit. When I refused, citing absurdity, I was told customer service might be able to help me but they were currently having computer difficulties and they'd have to call me back. They never did.  
 
I'm a reasonable person and I understand that manufacturing is imperfect. But telling a customer they have to pay extra to get a unit that actually works is not only unacceptable, but downright fraudulent. While Asus is at the root of this problem, Buy.com has made it their problem by refusing returns or exchanges and simply sending paying customers to Asus.  
 
I have no use for the worthless block of plastic for which I paid nearly $400 and have been forced to file a claim with my credit card company.  
 
After endorsing them for well over a decade, I will never again buy anything which bears the Asus name. Nor will I be purchasing from any reseller (such as Buy.com) whose policy is to refer returns of completely defective merchandise to irresponsible manufacturers.

They sent the item that I inadvertently ordered wrong OK. The issue starts with their return policy. I sent the item back to Buy.com and tracked the item via UPS to their location. They have now had the item for 7 days now, with no reply (shipped it to them 1/15, they received it on 1/21 @ 9:54 A.M. UPS# 1ZX2F880393407792)  
Note on Buy.com's return policy it takes 2 weeks to process your return!  
They have no exchange policy, so your out the cash until they decide to return it to you.  
Buy.com has agreed to give me a full refund on the product that I returned, minus the shipping, Thank You.  
I do think they could improve their return item system. Their prices were the lowest on the items I was looking for  

This review was modified by its author, in2now, on 2/4/10 7:53 AM.

VERY bad online business and how they handle things. bought something, payed with paypal, and got automatic cancellation. found out the address on paypal must match the shipping address, which wasn't the case and it did not even state this anywhere during the whole checkout process. that's fine, i would have just ordered again no problem, except the item was discontinued over just a few day. i was thinking this is the real reason why my item was canceled. contacted customer service to reinstate my order, but they said that's not possible.  
 
buy.com, please don't give a canned response to this review saying you tried to reach out to contact me of this problem. i tried contacting you and it was very difficult. got a response after a few days basically saying nothing, but i can't reply because it's a one way response of those "do not reply" email because it won't go back to the CS rep that sent it.  
 
and also notice how on their website you don't see a phone number anywhere! purposely not put up phone number so you can't contact them. i had to google it to find it. notice their overall rating. very poor online merchant. go with newegg, cheaper and there's actually customer service

I had a bad experience with a Buy.com Marketplace vendor: ZipZoomFly. Be WARNED: They post low prices, then CANCEL your order. How that should help their business, I'm not sure. HOWEVER, while I will NEVER buy from ZipZoomFly again, BUY.COM stepped up to the plate and OFFERED GREAT CUSTOMER SERVICE! They offered to sell me the item ZipZoomFly cancelled at virtually the same price through BUY.COM or one of their other vendors. They covered ZipZoomFly's A$$ and are a TOP RATE VENDOR!!! I WILL GO OUT OF MY WAY TO BUY FROM BUY.COM IF AT ALL POSSIBLE!!!!

Had best price for GMRS radios. Product received promptly, as described, no issues. Did not use/require customer support.

I've been a customer of Buy.com for almost two years. I've always found them to ship top quality merchandise in a timely manner. My recent order for a Fantom GreenDrive 2TB USB 2.0 and eSATA External Hard Drive arrived in perfect condition earlier than promised.

Buy.com has many problems, however their customer service is what needs the most improvement. We order from retailers all over the internet in a variety of retail categories, and I would put Buy.com in the lower 10% in terms of customer service. If they send you the order as advertised, then great, enjoy it. If they do not, be prepared to go through customer service hell.  
 
They don't make their phone number readily available on their website, and if you use the online form to contact them, they respond from a No Reply email address. That means if they don't fix the problem on that one response, which they never do, then you have to start the process over again. If you do actually call them, their representatives are difficult to understand and they have a hard time understanding you. Count yourself lucky if they don't talk over you, ignoring what you are asking, or even hang up on you.  
 
This particular order was for 10 computer mice, and Buy.com shipped them out FREIGHT. That's right, they shipped a 10 pound package out by trucking service. Of course, we weren't prepared for this, as the freight company has to schedule times to meet and deliver, so it was automatically sent back to Buy.com since we didn't know to contact SAIA to arrange delivery.  
 
We needed these by a certain time for a project, and when we dealt with customer service, they issued a refund instead of expediting out replacements. Needless to say, we didn't get what we needed in time, and once again we were failed by Buy.com's customer service.

good seller, but product is little pricey through

This review was modified by its author, talk2chandler, on 1/19/10 1:53 AM.

Order never shipped. Credit card charged. Promised replacement it never shipped. No response to request for phone call from Customer Service on 3 separate attempts (they don't publish a phone number, they promised to call back never did). Shoddy customer service to say the least - my paperboy has better service when there is a problem!

I received a call from buy.com saying my order had been canceled due to a problem with my shipping address. I paid thru paypal. Rather than correct the so-called address problem over the phone, they said they could reorder for me using a different credit card rather than through paypal and I should be receiving a credit on my paypal account within 24 to 48 hours. This is a company I have never done business with that wanted to process another order of $1,300 on their "promise" that I would receive credit for my original order in a couple of days. "Promise"..... if their customer service department really wanted to help, they could have called before they canceled my order instead of after. The address problem was that the initial "Dr" for Drive did not have a period behind it. This is not what I expected from the reviews I have read about Buy.com and has caused me to rethink who I will be buying my next computer from.  
 
I received a reply from customer support two days after I posted this review saying they wanted to know about my online experience was and how they could improve my impression of them. I replied to them explaining how difficult is was in understanding the customer service person I was talking to and when I asked to speak to a supervisor, expecting to be connected to someone that has mastered the English language, I was hung up on after staying on hold for a few minutes. The next day, I contacted Paypal and was able to resolve the problem that no one I spoke to over the phone with Buy.com was able to answer. To their credit however, a full credit to my Paypal account was expedited and completed late the same day of my order instead of the 24 to 48 hour quote I had been given. I ended up re-ordering the computer and everything since has gone very well. It was shipped withing 3 days of my order and received 6 days later by UPS. Though marked fragile, Electronics inside, the box had a 4 inch tear on the lower side but did not appear to touch the contents. To this day, I have not received a response to my reply to Buy.com's customer support staff. The price on this particular ZT affinity system was a good deal but I was very disappointed when I had to deal with their customer support staff.

This review was modified by its author, dmoel, on 1/27/10 5:46 PM.

BUY.COM is one of my favorite online merchants. Consistently great offers, easy online order process, upfront pricing, free or reasonable S&H cost, great order confirmation / invoice / tracking communication, consistently reliable on-time delivery (as projected or faster). Will use again as applicable, will recommend to friends and family.  
Great job, folks!!!

This review was modified by its author, G_Man, on 1/26/10 10:09 PM.

Very bad experience with buy.com. The product is not actually from buy.com and is from some unknown, unheard companies. When I received it, there are parts missing. Call and e-mail buy.com and they just kept refering me to the companies that sell it (even give me the wrong company.) The company did not reply my e-mails and I fed up and don't have time to follow up after something like more than 10 communications with buy.com and companies. Not recommend buy.com for others.

I TRIED to buy something from them but I got an email saying there was a problem with the billing address. I updated my order to fix the problem and received an email the next day assuring me that my item was on the way. 5 days later I get another email stating that my item was "canceled per my request". I went to the website to check it out and noticed that the product was now listed at twice the price. I tried emailing them several times to get it resolved but they kept brushing me off and avoided any attempt to give me a reasonable explanation for what happened. Bait and switch scam. Stay clear.