"I ordered a portable storage device from Buy.com (Matsunichi MD-6G 6GB Portable USB Hard Drive) After I recieved the device I discovered it did not function properly. Since I ordered the item as a gift I promptly replaced the gift with another item from a local store. I got online to return the item but the return request would not allow me to select a refund for an open item. I no longer needed the item because I had to buy something else since the item Buy.com shipped was defective. I emailed Buy.com asking for an RMA number to retuen the item. After a week and no reply, I emailed Buy.com again. I then recieved an email stating that they would not return the item but that the manufacturer would replace the item and to contact them. I was told it was a manufacturer policy. This however was not mentioned when I purchased the item that I know of, it was not on the invoice that shipped with the item, and the website did not mention I could return it when I tried the first time, it just said that I could not return an open item for a refund. After recieving the email my account now says to contact the manufacturer for returns. BEWARE of BUY.COM. You CAN NOT return items if there is a problem. All you will get from Buy.com is preform emails stating they can't not accept a return, if they even answer you back.
"

"Customer service is abysmal. I buy a lot online, but never again from this company. I normally buy from Amazon.com, but was seduced by what looked like a good price with a rebate on an external hard drive at Buy.com. You might get lucky, and not need customer service, but if you do, beware, and steer clear of this company. My order arrived on time, but was defective. After days of calling and waiting on hold to get through to request an RMA, I finally got through and found that I had missed their deadline (14 days from their ship date, not my receipt date) by a day. Several calls later, I reached a "supervisor" who took my information and said he would email "headquarters". A week later, I got a boilerplate email quoting policy at me, and completely omitting reference to anything specific that would have indicated an actual human was involved. I responded with an email listing several pertinent facts requesting a review. After almost another week, I got another email, almost identical to the first, again quoting policy and again ignoring everything I had told the customer service rep, the supervisor, and had enumerated in the email. There appears to be no way to communicate with a person. So now I am stuck with a defective hard drive, with no recourse other than to request a warranty repair (would you trust this item to back up your computer???) from the manufacturer on an item that never worked from day one.

Lesson learned: stick with companies that understand customer service and do not hide behind email and offshore phone numbers to make it impossible for the customer to communicate with them."

"Don't buy from Buy.com! I ordered an Ipod for my son on November 26th. It was intended to be a Christmas present for my son and according to the website was in stock when I ordered however a few days later I received an email saying it was back ordered. A few days after the initial email I received another email that it was expected to be back in stock within 7 - 10 days so I continued to wait. On December 22nd it still was not in stock so I canceled my order, bought one at Amazon and paid for over night shipping. When I canceled my order the website stated that I might still receive my order because sometimes they are shipped before the cancelation is processed which can take up to seven days. My order was canceled and refunded within a few days but I will not order from Buy.com again and I don't recommend that anyone else does either. It appears to me that they are interested in getting sales and customer service is not a priority."

"I ordered Logitech MX revolution on November 27th. On December 1st got email that item is shipped. As it was free shipping I did not expect it to come in few days. However, after waiting 3 weeks (till dec 17th) decided to email them about my order. No response. Second email. Finally after 3 days got email back about my order - shipped. Ups tracking # showed that only billing information received and estimated delivery time - December 4th (this on Dec 19th). Customer service on the phone was ridiculous. First CSR could not provide me with tracking #, constantly offered cancel the order or wait till it will be delivered. After that I called UPS to find out that they don't have item scan (means never got from Buy.com). Another call to Buy.com customer service in India, another 20 minutes wait till got connected...and again the same story, item is shipped, will submit claim to corporate office. Promised to expedite shipping, refused to upgrade shipping that I would get item before Christmas (it was a gift), also did not connect with supervisor, who could help me with this problem. Its is a month now after I placed the order and still don't have item, still don't know when it will be shipped, as according to tracking # only billing info received. This was my last purchase from this seller, because they screwed Christmas present, customer support totally ridiculous, useless, I would say no customer services at all. My recommendation - stay away, there are plenty of other online stores with great customer service, better prices and easier site navigation...stay away"

"Five DVD's all of which were listed as "in stock" ordered from BUY.COM on or before Dec. 12, 2006 have not been delivered as of Dec. 24, 2006.

Two DVD's are listed as having shipped but the USPS has no record of actually having accepted the package. This is a disturbing trend I have seen with BUY.COM in the last year... claiming to have shipped something but the USPS has no record of receiving it.

Two DVD's which were listd as "In Stock: Usually ships in 1 to 2 business days." are now listed as "On Order" and have been for almost 2 weeks... yet the BUY.COM website still lists the DVD as "In Stock: ..."

The last DVD which was ordered on Dec. 8th and was listed as "In Stock" did not actually ship until Dec. 21st and I am eagerly awaiting its arrival... now too late for the Christmas holiday.

Emails to BUY.COM's customer service have either bounced or have gone unanswered for days.

Based on BUY.COM's inability to accurately indicate what is and is not in stock, based on their inconsistent and unreliable shipping practices, and based on their poor customer service I STRONGLY ENCOURAGE YOU: DO NOT DO BUSINESS WITH BUY.COM!"

"Ordered a NEW iPod Nano 4 GB - White so that my dad could give it to my mom for Christmas. They claim the product shipped Dec. 5th. Didn't receive it until 9 days later, meanwhile, received other purchases via UPS that I ordered well after the Buy.com purchase. --- Packaging on product that arrived along with invoice read "REFURBISHED". Notified Buy.com on Dec. 20th of the problem after talking it over with my dad. Never touched the packaging. Didn't open anything. In shipping condition. -- Buy.com has refused to issue an authorized return number. Even though they shipped the wrong product, they will not accept it back because my contact with them was 1 day after their 14 day (FROM SHIPPING DATE - be careful here) return policy states. Absolutely absurd. Still trying to pursue some justice but...
STAY AWAY FROM Buy.com. WILL NEVER DO BUSINESS WITH THEM AGAIN. Only web based company I have ever had a problem with. For electronics, TIGERDIRECT.COM. They are great. "

"Placed a single item order on Dec 10, 2006. They shipped the next day via UPS. I tracked the package via UPS's site and on Dec 13 UPS admitted they had lost the package. They had no idea where it was and advised me to contact the shipper, Buy.com. I called their customer support (CS) and informed them of what UPS said. The CS rep said he would have to wait until the shipping schedule time period had elapsed, some 8 to 9 days, before he could do anything. I asked to speak to a supervisor and was informed none was on duty. He pointed out that on the UPS site it was indicated the package would go out for delivery the next day, Dec 14 even though there was no indication the driver had attempted delivery nor had returned the package to their depot. What the UPS rep had told me meant nothing to him. So I waited until the next day, Dec 14 and according the the UPS tracking site the package was not placed on a truck for delivery. I called UPS that morning and once again was informed by them that they had no idea where the package was and that I should immediately contact the shipper to initiate a trace. Back to Buy.com customer support. This time the rep suggested that notwithstanding what the UPS site showed nor what the UPS rep said, that I should wait until the close of business, 14 Dec, 1700 PST, to call back if the package was not delivered. He promised he would make an entry in their system of our conversation and his instructions to me. At 1745 PST, I called back. The Buy.com CS rep who answered could not find an entry of the earlier conversation. For the third time I briefed one of their CS reps on my conversations with UPS. He promised to send an email to their corp. HQ for action and that I should hear from them within 24 hrs. I in turn submitted an email via their web site, informing them of all that had taken place with UPS and my telephonic with their CS reps. The first sentence of my email requested they send me my order. Four days later, Dec 19, I received a reply email from customer support informing me that the delivery time had expired and asking if I wanted them to send me the product or a refund, that it would take 3 to 5 business days for my claim to be approved and longer for any resolution, depending on the carrier. It was evident they had not read my email wherein I had already told them what I wanted. They were not willing to verify nor seemingly able to accept what UPS had previously said. They are nothing more then automatons waiting for the next automated system to start up. If they have any common Sense they do not apply it. It is now Dec 22, and I have no resolution from them. I wrote the Buy.com COO and am awaiting his response, as I await delivery of my order. You roll the dice with these guys, if there is a glitch their Customer Support will not resolve it in a reasonable nor timely manner. Shop some place else, glitches happen.

Update: Jan 2007 – I finally received my order. A few days later I received an email from Buy.coms’ customer support review board. They profusely apologized for the stubbornness and wrong headiness of their subordinate unit. Included in their apology was a $20.00 gift certificate for my troubles. It was effectively a refund of my total purchase price, since shipping was free. I am certain that my letter to Buy.coms’ COO and CEO was effective, that it was someone on their staff who looked into the matter and resolved it to my complete satisfaction. Thanks to the COO and CEO for caring.
"

"this company sucks! I ordered TurboTax Home&Business using Google checkout. I received the package quickly, but its the wrong item, Premier instead of Home&Business. No reply on emails. You call them? Get a nasty sound in your ear but no connection. Want to use the return feature of their website? Got an RMA number, but the site shows an error when you want to print your free shipping label. So send an email, that they mail it. But once again, no response on emails. So no chance to exchange or return the product they delivered wrong! AVOID buy.com!!!

UPDATE:
I now found out, that the new software I received was used!!! The cd envelope was opend and parts of the registration card were already filled out!
This company is crap!!"

"I ordered a SD memory card through this etailer and I have NEVER had such a poor experience through customer service. My shipment was lost in transit and this was supposed to be a Christmas gift. I called customer service and waited for about 25 minutes to speak with a CSR in INDIA. Once I spoke with a customer service rep, I was told that a claim had to be filed on the lost shipment and that I had to wait 3-5 days for a resolution. I could either have a replacement or a refund and I opted for the replacement. After thinking about it for a few minutes, I decided that a replacement would do me NO good and I decided to call back and cancel my order. After waiting for 35 minutes on hold I spoke with another CSR in INDIA, and was told that I couldn't get a refund at all. I was also told that I had no choice but to wait for the replacement and return it when it arrives. In a matter of one hour my options changed drastically. BUY.COM left me without a Christmas gift for my mom (who was getting a digital camera) & a poor taste in my mouth.

These people don't know how to run a business, go to NEWEGG..."

"I was so excited at first because of the great deals through google checkout. I ordered a pink ds lite because it showed in stock. Two weeks later they said Not in Stock. So I cancelled. A week later they said sorry can't cancel it shipped. While I did not know about the ds lite I ordered several other things. Paid for 2nd day shipping. Things shipped LATE and DID NOT SHIP 2nd day - so now nothing will be here in time for Christmas. They stink in every possible area that an online business should excel. NEVER EVER NEVER NEVER AGAIN."

"Ordered a pda that showed a status of ship in 1-2 days. It has now been a week and 2 phone calls to customer service (over 2 hours on the phone) and now my item is showing a status of "On Order". I wonder if the order status would have changed if I hadn't called if the status would have changed. A friend of mine ordered the same item and theirs still shows as "Sent to Warehouse". They haven't called on the item.

I tried to call Doug Pearce (Director of Customer Service) twice today and was sent to his voice mail. I guess he isn't going to return my call.

I have also filed a complaint with the Better Business Bureau (http://www.labbb.org/BBBWeb/Forms/Business/CompanyReportPage_Expository.aspx?CompanyID=13065212). I would recommend everyone file a complaint that has an issue. Maybe we can get them to respond to the issues or the BBB will change their rating.

I had ordered several items from them without an issue but this last order was completely screwed up.

The customer service person originally tried to tell me the order was at the warehouse for fulfillment. I told them it has been there for 4 days. They changed the story to the item is out of stock. I asked when it went out of stock. They weren't sure. I asked to speak to a supervisor, they said I would have to call back. I called back later that day and spent over an hour on hold waiting for a supervisor. Once the supervisor was on the line, I continued to get the same story about it now being out of stock. I told them the item was still showing available on the web site for 2 days following my order, so how could it be out of stock. Sounds like they were doing a little false advertising. I explained there was a rebate on the item and how should I handle the rebate since it has to be postmarked 30 days after the purchase. They said I would have to contact the rebate department via email. I told them, I am not convinced they are going to respond since customer service never responded to my emails. I asked to speak to a manager, I was told I would have to call back, I explained that I had already spent 2 hours working with their customer service department. I would appreciate a call back from a manager. The supervisor said they would put in the request but it might take a couple of days. Well 2 days have come and gone and they never called. I think they told me what I wanted to hear to get me off the phone.

If the BBB is not able to assist me with the resolution of the issue I plan to file a complaint with CALIFORNIA DEPARTMENT OF CONSUMER AFFAIRS
(https://app.dca.ca.gov/cru/gencomplaint.htm)

I would recommend everyone else do the same. If they aren't willing to resolve the issues with the consumer, may be they will be more responsive to the BBB and the CALIFORNIA DEPARTMENT OF CONSUMER AFFAIRS. If all of us take the same course of action, they will have to change the way they handle their customers.

You could also file a complaint with the FTC. Maybe that will get them to respond.

To file a complaint or to get free information on consumer issues, visit www.ftc.gov or call toll-free, 1-877-FTC-HELP (1-***-***-****); TTY: 1-***-***-****. "

"Ordered a 2 GB flash drive, that with rebates and Google checkout would be almost free (just had to pay tax). It seemed a little too good to be true, and that turned out to be the case. Ten days later, a Fed-Ex envelope arrived, but when I opened it, no flash drive! Just a packing slip! Emails to google check out went un-answered. Emails to buy.com were answered, but after two weeks of back and forth, here is their final position:

While researching your claim request for item #203482797 ACP-EP Memory 2GB
Hi-Speed USB 2.0 Mini Flash Drive on order #30532424, the shipping company has confirmed that your package was delivered to the Ship To address you listed on your order.

We therefore regret to inform you that your claim request has been denied.

So, I paid $33 and got an empty envelope. I won't be doing business with these goons again. "

"Paid for my order using Google Checkout. My order never shipped, and no email we ever sent to notify me of this. I called Buy.Com on their apparently secret phone number, and they told me to contact Google. Google never responded. After calling again and spending an hour on the phone, I was advised to cancel the order because there was nothing they could do."

"Ordered a USB stick from them and expected it to go like my other 5 orders (fast shipping - 5 days and no problems).

I waited 10 days for it (shipping was 5-9 day quote), then gave them an email asking where it was. I was told to wait another 9 days to see if it showed up.

It arrived excatly on the last 9 day quote, so it was 18 days since I ordered. I suspect the first got lost in the mail, and they sent another, though I suppose the post office could have found it..."

"They sent the wrong item. I'm understanding, I know that happens but they don't respond to e-amils nor phone calls, that's crappy business. AMAZON here I come."