One of the indulgences of having a blog is that you have a platform for complaining about crappy customer service. I don’t know if anyone at the company will read it (although lots of companies do have people monitoring the blogosphere for posts about them), but it will make me feel better.
As previously mentioned, T. went out and got a Wii in November. We agreed that we’d get a few games for it for Hanukkah. I discovered that Buy.com and Google checkout were running a discount promotion, so I decided to order the games through them. But it turned out they only had one of them in stock. So I ordered that one, plus some books to push the order over the required minimum.
I placed the order in November. The books came, but on December 19, with Hanukkah almost over, I emailed buy.com to point out that my order hadn’t arrived. On December 24th, they responded that they needed to file a lost shipment claim, and asked if I wanted a replacement or a refund. I said replacement.
On January 2, they emailed me to say "Your claim is currently being investigated. We will update you on the status of your claim via email or phone. Please
allow between 3-5 business days for us to research and to process your
claim with any relevant third parties, such as the shipper."
They then sent another message as follows:
"As your claim was for replacement and you are in immediate need of
the missing item from your order, we suggest that you place a new order
for the item on the Buy.com
website and change your claim to refund. If you would like us to make
the change from replacement to refund, then please email us and we will
gladly do so for you."
The next day, January 3rd, I got the game from a local store and asked them to switch the order to refund.
On January 4th, I got an email stating "Following your request we have updated your lost shipment claim to
reflect a refund instead of a replacement. We assure you that we are
working diligently to resolve this issue." I also (same day) got an email saying "We have received your order….We’ll send you an email as soon as your order is sent."
I immediately emailed them back saying I already asked for a refund. Two days later they got around to emailing me and said that I could cancel the order from their website. I did so.
Then I got this email from them:
"As you requested, we attempted to cancel your order for the item listed below from order #31827637. However, this item has already entered the shipping process and could not be cancelled. We apologize for any inconvenience and offer you three options when your order arrives:
– You may keep the product.
– You may refuse shipment for a full refund, in which case the carrier will return the product to us at our cost.
–
If you are unable to refuse the package, you may return the product for
a refund. In this case you might not be automatically credited for your
shipping costs depending on the condition of the package or when you
requested cancellation, etc."
Two weeks later, when the package finally showed up, I refused it.
They say that they never received the return, and so won’t give me a refund. Since they never should have shipped it to me in the first place, I figure this is their problem. They disagree.
So I’m out 50 bucks. And there’s not much I can do about it. But I’m never buying from them again.
Update: On May 7, I received an email from Google checkout that buy.com had directed them to refund my money. No further communication from buy.com directly.