1/5
posted Oct-04-2005
This used to be one of my favorite Internet superstores. I’m not sure what had happened to them, but they just don’t seem to care about their customers anymore. I’ve been a loyal customer for almost three years now, and have made a good amount of electronics/computer purchases through them. In reviewing the message boards here, it appears that I am not the only one who’s been having issues with Buy.com. My latest problem is as follows:
September 27, 2005 - In preparation for a relative’s birthday, I ordered a digital camera online via Buy.com. At the time, the item showed as “backordered”. I called customer service* and they told me that the item should be in stock very soon; therefore I ordered it with 2nd day air delivery.
*Buy.com’s customer service is being outsourced out to India and the service is absolutely terrible. These folks have absolutely no authority to do anything in resolviing issues. All they do is apologize and tell you that they will forward the issues onto corporate. Absolutely useless!
September 28, 2005 – I logged onto Buy.com’s website and found the camera to be “in stock”. I was extremely excited since I had it shipped 2nd day air and expected that I would be receiving the item by the 30th.
September 29 – I logged onto Buy.com’s website to check on my order status. It is still showing “Sent to Warehouse”. The camera is still “in stock”.
September 30 – I logged onto Buy.com’s website to check on my order status. Again, it is still showing “Sent to Warehouse”. The camera is still “in stock”.
October 1 – I logged onto Buy.com’s website to check on my order status. Again, it is still showing “Sent to Warehouse”. The camera is still “in stock – very low quantity”.
October 2 – I logged onto Buy.com’s website to check on my order status. Again, it is still showing “Sent to Warehouse”. The camera is still “in stock – very low quantity”.
October 3 – Again, status still showing “Sent to Warehouse” and item “in stock – very low quantity”. I called customer service and the call was again routed to India. I spoke to a CSR and she told she has no idea why my item had not shipped yet. I then asked her if I could go ahead and cancel and re-order, since it appeared that my original order is just hanging in the queue somewhere. She then proceeded by telling me that I cannot cancel the order; however, the item should be shipped today or tomorrow. I expressed my displeasure of paying for 2nd day air shipping and not receiving anything after a week. This is totally unreasonable since they have the item in stock.
October 4 – I checked my order status online and it was still in “Sent to Warehouse Status”; however, the item on Buy.com is in “sold out” status. I again called customer service and this time the rep told me that my order has been placed on “backorder”. I asked him why is it that they’ve had this item in stock for an entire week and they’re unable to ship one out to me. Again, all they do is apologize and offer no value in return. He then tried to tell me that it had been out of stock but the computer did not update their web pages. I nearly fell off my chair. Treat your customers with respect, don't make up stupid lies. I then asked to speak to the supervisor and again, all he did was apologize and offered to personally keep an eye out on my order. I then asked him about another order I am having problems with and he told me that his system is down and asked that I call him back in 15 minutes. I called him back after 20 minutes, and the customer services rep told me he had left for the day. I then asked if I could speak to another supervisor, and he told me none of the supervisors will be in until tomorrow.
The relative’s birthday is in two days and I still do not have the camera in hand. I can’t cancel my order and Buy.com can’t tell me when they will get the camera to me. My guess is that they “get you” when you order something that’s on back order. Since you have no option of backing out of the sale, they continue to sell what they have in inventory and take care of you later.
**UPDATE**
It's now October 11th and after numerous calls to their customer service center in India; I give up. I think I'll start shopping elsewhere and just reject the package when they decide to deliver it.
Suggestions for others who are having problems with Buy.com:
1) Don’t bother with emails; they are useless.
2) Call customer service at 1-877-780-2464 and don’t bother dealing with regular reps. They have no more access or authorization than what you see on your desktop at home. India has no authorization to take care of you. Ask for the supervisor!
I will update this posting everyday with the latest status.
This review was modified by
easygoingal on October 11 2005 08:48:22 PM
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![Share](javascript:share_rating({"review_body":"I\u0027ve always had great experience with Newegg in the past; but ran into some minor issues with my recent purchase. <br><br>Their senior customer service rep called me back and was very willing to resolve the issue for me. I don\u0027t think I\u0027ve ever received this type of customer service from any other vendor before. They are absolutely great!<br><br>I would highly recommend Newegg to any customer. Shop here for all your electronic and computer needs; you won\u0027t be disappointed. They treat their customers right and I will be their life long client.","link":"http:\/\/www.resellerratings.com\/store\/Newegg\/review\/379196#comment379196","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Newegg.jpg","store_name":"Newegg.com (USA)","username":"easygoingal","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Their price was very competitive and fulfillment process is extremely quick. The overnight shipping cost is very reasonable as well.<br><br>I ordered my GPS and selected overnight shipping. Received invoice and shipping confirmation the same day and the item arrived the very next day.<br><br>Had an excellent experience; very satisfied.<br><br>Good pricing, easy purchase process and quick delivery. I would definitely recommend this merchant.","link":"http:\/\/www.resellerratings.com\/store\/GPSNOW\/review\/224105#comment224105","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/GPSNOW.jpg","store_name":"GPSNOW.com","username":"easygoingal","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This used to be one of my favorite Internet superstores. I\u2019m not sure what had happened to them, but they just don\u2019t seem to care about their customers anymore. I\u2019ve been a loyal customer for almost three years now, and have made a good amount of electronics\/computer purchases through them. In reviewing the message boards here, it appears that I am not the only one who\u2019s been having issues with Buy.com. My latest problem is as follows:<br><br>September 27, 2005 - In preparation for a relative\u2019s birthday, I ordered a digital camera online via Buy.com. At the time, the item showed as \u201cbackordered\u201d. I called customer service* and they told me that the item should be in stock very soon; therefore I ordered it with 2nd day air delivery.<br><br>*Buy.com\u2019s customer service is being outsourced out to India and the service is absolutely terrible. These folks have absolutely no authority to do anything in resolviing issues. All they do is apologize and tell you that they will forward the issues onto corporate. Absolutely useless!<br><br>September 28, 2005 \u2013 I logged onto Buy.com\u2019s website and found the camera to be \u201cin stock\u201d. I was extremely excited since I had it shipped 2nd day air and expected that I would be receiving the item by the 30th.<br><br>September 29 \u2013 I logged onto Buy.com\u2019s website to check on my order status. It is still showing \u201cSent to Warehouse\u201d. The camera is still \u201cin stock\u201d.<br><br>September 30 \u2013 I logged onto Buy.com\u2019s website to check on my order status. Again, it is still showing \u201cSent to Warehouse\u201d. The camera is still \u201cin stock\u201d.<br><br>October 1 \u2013 I logged onto Buy.com\u2019s website to check on my order status. Again, it is still showing \u201cSent to Warehouse\u201d. The camera is still \u201cin stock \u2013 very low quantity\u201d.<br><br>October 2 \u2013 I logged onto Buy.com\u2019s website to check on my order status. Again, it is still showing \u201cSent to Warehouse\u201d. The camera is still \u201cin stock \u2013 very low quantity\u201d.<br><br>October 3 \u2013 Again, status still showing \u201cSent to Warehouse\u201d and item \u201cin stock \u2013 very low quantity\u201d. I called customer service and the call was again routed to India. I spoke to a CSR and she told she has no idea why my item had not shipped yet. I then asked her if I could go ahead and cancel and re-order, since it appeared that my original order is just hanging in the queue somewhere. She then proceeded by telling me that I cannot cancel the order; however, the item should be shipped today or tomorrow. I expressed my displeasure of paying for 2nd day air shipping and not receiving anything after a week. This is totally unreasonable since they have the item in stock. <br><br>October 4 \u2013 I checked my order status online and it was still in \u201cSent to Warehouse Status\u201d; however, the item on Buy.com is in \u201csold out\u201d status. I again called customer service and this time the rep told me that my order has been placed on \u201cbackorder\u201d. I asked him why is it that they\u2019ve had this item in stock for an entire week and they\u2019re unable to ship one out to me. Again, all they do is apologize and offer no value in return. He then tried to tell me that it had been out of stock but the computer did not update their web pages. I nearly fell off my chair. Treat your customers with respect, don\u0027t make up stupid lies. I then asked to speak to the supervisor and again, all he did was apologize and offered to personally keep an eye out on my order. I then asked him about another order I am having problems with and he told me that his system is down and asked that I call him back in 15 minutes. I called him back after 20 minutes, and the customer services rep told me he had left for the day. I then asked if I could speak to another supervisor, and he told me none of the supervisors will be in until tomorrow.<br><br>The relative\u2019s birthday is in two days and I still do not have the camera in hand. I can\u2019t cancel my order and Buy.com can\u2019t tell me when they will get the camera to me. My guess is that they \u201cget you\u201d when you order something that\u2019s on back order. Since you have no option of backing out of the sale, they continue to sell what they have in inventory and take care of you later.<br><br>**UPDATE** <br><br>It\u0027s now October 11th and after numerous calls to their customer service center in India; I give up. I think I\u0027ll start shopping elsewhere and just reject the package when they decide to deliver it.<br><br>Suggestions for others who are having problems with Buy.com:<br><br>1)\tDon\u2019t bother with emails; they are useless.<br>2)\tCall customer service at 1-877-780-2464 and don\u2019t bother dealing with regular reps. They have no more access or authorization than what you see on your desktop at home. India has no authorization to take care of you. Ask for the supervisor!<br><br>I will update this posting everyday with the latest status. <br>","link":"http:\/\/www.resellerratings.com\/store\/Buy\/review\/223943#comment223943","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Buy.jpg","store_name":"Buy.com","username":"easygoingal","rating":"1"}, "single");){kind=link}
“Dear easygoingal,
Thank you for taking the time to post your informative review. We greatly apologize for any inconvenience caused by this uncommon situation, and we assure you that we would never intentionally cause for you to ever be dissatisfied with our services.
At your earliest convenience, please contact Dianne at 800-390-1119 (dial 25045 immediately) or by email at dianne.v.segue@newegg.com. We appreciate your patience and understanding.
Sincerely,
Newegg.com ”