"Buy.com has the worst customer service ever. I placed an order on Buy.com for the Harry Potter and the Chamber of Secrets Widescreen DVD back on April 1, 2003. I decided to pay Buy.com by personal check. I mailed my personal check on the same day and followed all of the proper instructions such as writing down the order number on the check and including a print-out of the receipt.
I waited over three weeks and I did not receive my product. I figured that I waited too long so I decided to check up my Buy.com account. My account said that my purchase was still On Order. In other words, my order wasn’t processed, and my product was not shipped at all. I tried to call up Buy.com in order to talk to a customer service representative. However Buy.com will charge you $9.95 on your credit card before you can talk to a live representative. Who has ever heard of a company that charges for customer service? I refused to pay that amount of money so my only option was to e-mail.
It was a good thing that they didn’t charge for e-mail. Buy.com did not respond to my first e-mail so I sent them a second e-mail. Buy.com finally responded. They claimed that they still did not receive my payment and gave me instructions to send them a personal check. I cannot believe that Buy.com would refuse to acknowledge that I paid them.
I e-mailed them again explaining that I did pay them in full. I checked my last bank statement and received my returned check from Buy.com. Buy.com endorsed and cashed in my check back on April 4, 2003! For some reason, one of their employees forgot how to process my order. I couldn’t believe they would lie and pretend that I didn’t pay them and expect me to write another personal check. Yeah, like I’m really going to fall for that one. So in the e-mail, I explained to them that one of their employees circled my order number and endorsed the back of my check with a Buy.com stamp. Again, I received no response. For some reason, Buy.com would just ignore the concerns of their own customers even when they were the ones who made an error.
Finally, I decided to write a letter to them, included a photocopy of the check, a print-out of the receipt, a print-out of the e-mail they sent me, and print-outs about the status of my order, and mailed it to them. I wanted to prove to them that I paid them in full with 100% evidence and demanded them to ship me my DVD immediately.
On May 2, 2003, I received an apology from Buy.com via e-mail. They told me that they received my payment in full and will ship my product immediately. On May 5, 2003, Buy.com sent me another e-mail saying that my product had been shipped. On May 12, 2003, I finally received my Harry Potter and the Chamber of Secrets Widesreen DVD. It had already been four weeks since the DVD was released.
It was not worth going through all that trouble with Buy.com. Had I not looked into my order, I would have never received my DVD. I could have just walked into Best Buy and just purchase my DVD immediately with no hassle and with no frustration.
I will never deal with Buy.com ever again! I encourage all consumers to shop elsewhere!"

"Pathetic. Buy.com refuses to provide any contact method except a pay-per-call customer support. My package never arrived with my two items. Ten days later buy.com ships ONE item "completing" the order. Another Ten Days later they agree to ship the other item "FREE ground" but they've already charged me for both items and shipping on both items. They do not have a customer service phone number for situations like this. Their email support is every ten days.

They were good a year ago. They are pathetic now. They need to be skipped. Do not buy from Buy.com. Amazon, Ecost, CDW, heck random Ebay people are less likely to hassle you. "

"I purchase a speaker and subwoofer set. There were no problems in ordering process. Very easy.
Shipping was great. In fact I was suprised how
fast it arrived. I would definately use this
company again."

"Decent if you happen to get an item that is in stock- utterly worthless otherwize. And good luck if you try to buy something on special. They keep very limited supplies on-hand, and oversell them in numbers far higher than they can ever hope to honor.

I've been waiting almost two months now for a recent order to get back "in stock." Of course, it was in stock when I ordered... "but it must have sold ot before we could process it."

I've had items in the past where they have sat on hold for three months or more before I cancel my order, or had it canceled for me."

"Summary:
Due to some minor glitches I could have been a disgruntled customer. But Speedy delivery and Excellant Customer Service has ensured a repeat customer.

Long Story:
I've used buy.com about a year ago and recently decided to order some compactflash memory (256m)for $60.48.
[Thursday 05/01]
I placed an order and found that shipping charges were applied; I check later on and see that it should have been shipped free! I was able to cancel the order with no problem. I then replaced the order with a new one without shipping charges.
[Friday 05/02]
I notice the price had dropped to $54.99, so I sent a request for a price adjustment. Later on in the day...It's still in the warehouse...and from reading what the other reviewers said about items taking forever to get to you...I cancelled the order due to the fact that the status was In Stock Soon: (apparently I didn't see the "soon" part). I get a confirmation saying that it was cancelled. OK cool... I decided to order the 512m card since it was in stock. After I place the order I get an email from buy.com saying that it couldn't cancel my 256m order because it has already been shipped.
[Saturday 05/03]
I sent off an email asking about the cancellation and got back an email confirming the order wasn't cancelled and will be shipped. I then cancel the 512m order with no problem. I'm frustrated though(I got my hopes up on the 512m), but I resolved myself to getting the 256m in the 2-3 week timeframe.
[Monday 05/05]
I can't believe it...The 256m cf card has been delivered to me (that's like 2 or 3 days)!
[Tuesday or Wed.]
I asked about the pricematch. They got back to me and I get a confirmation that they've accepted the pricematch so I'll get the refund. Just to play it safe I email their support team and they confirm it...it'll take 7-10 business days.
[Friday 05/09]
I checked my credit card ...and guess what? I got the price adjustment credited!

In Summary:
1) They're incredibly fast for in stock items.
2) They're on the ball in terms of providing "service". They were there on Saturday and I believe I even got back an answer on Sunday. I don't think anyone works on Sunday, but I did get confirmation that the card was sent out on Sunday.
3)Their prices are actually pretty good.
4)I'm am extremely pleased by the quick response and actions of the buy.com support team.
"

"I have placed several orders with buy.com and everyone of them has been perfect. I get the free shipping almost every time and invariably the items are at my door within 2 to 3 days even though free shipping is supposed to take more than 5 days, hey, no complaints. I haven't had to deal with customer service for returns or anything so I haven't had the bad experiences some customers have posted."

"I have purchased items from buy.com numerous times without a problem. This purchase was for a kvm switch for my office computers. Everytime i have ordered from them, regardless of the time, my order has arrived by 10AM the next morning!!! and this was for standard free shipping. It helps that they have a warehouse in central IL and I'm located in Indianapolis."

"I cannot tell you how strongly I suggest that you think twice before buying anything off buy.com. I order a LexarMedia 256MB SD card off their site. Said "In Stock: Ships in 24-48 hours". That status has not changed in the two weeks since I placed the order. I check the order status page, it says "on order". I find this unacceptable. If something is sold out, it should say so on the web site. And the idea of charging $10 for an order support call is ludicrous! Charging me money for their mistake?? Forget buy.com. Delete their emails. Remove their bookmark. Tell them what customers think of frivilous charges like that!"

"Great prices and fast shipping in most cases - but if you need to speak with a customer service rep on the phone, look out - it's $9.95. Otherwise, great website - lots of order details, receipt info, etc. "

"$9.95 charge for help with an order???!!!!! If your order doesn't go smoothly, you're screwed. 12 hour response time to emails!"

"Buy.com did not ship and charged our credit card. When we eventually cancelled order, sent us another notice that they "had not charged" our card (they had), did not refund, found that we must pay $9.95 if we want to talk to their customer service phone. "

"I love buy.com. I can't sing their praises enough. Luckily I have not had any issues with the products I bought so I don't know how their support/return process is. I have always used the free shipping option and have never had to wait more than a week for my products. I have also received products the next day on occasion. I think they are great."

"Smooth purchase and shiping. No problems. Easy and fast communication."

"In September of 2002 I was looking for a CDRW drive, and found the Pacific Digital 16x10x40 offered at Buy.com. The Buy.com website also provided a link to a Pacific Digital manufacturer coupon of $50.00 for that same drive, and the coupon was located on a server registered and operated by Buy.com.

The only requirements listed were:

Enclose the following items;
1. Original UPC from box (Part #U-30105) - I sent that in for that exact drive right off the new box!
2. Original Sales receipt (dated 09/01/02 through 09/30/02) and postmarked prior to the Deadline date - I sent that in, though the receipt happened to be from Thortek.com
3. Send it in by the Deadline date of 10/10/02 - I sent it and it was postmarked by 09/28/02
4. Mail all the above with the completed coupon to:
PDC Offer #INGMIC90230105
16585 Von Karman, # C 505
Irvine, CA 92606

I followed every guideline set by the rebate that Buy.com offered ... EVERY ONE, and of course you can figure what happened ... Pacific Digital declined the rebate stating, "The drive was not purchased at a qualified retailer for this particular rebate offer, so we will not honor the rebate!"

Sorry, but there was NO QUALIFIED retailer stated on the rebate supplied by Buy.com themselves, therefore, ANY legitimate retailer where the drive was purchased new, and where all "required" rebate materials could be sent, the offer SHOULD have been honored ... BY SOMEONE ... I suspect Buy.com should be held responsible for their error not to disclose the true usefulness of the rebate only being valid at their site!!!

I first called Pacific Digital's 800 # after receiving the rebate decline letter from them. They stated the same reason. They would not honor the rebate, as it did not meet all the requirements. On the other hand, I had Buy.com also decline honoring the rebate, they stated, "We are willing to work out any issues concerning a rebate. However, we are unable to find any order information for a Pacific Digital 16x10x40 IDE CD-RW from this customer.", and they also added a smart-ass comment the final BBB complaint response they filed, stating, "Company states they stand by their position. This customer did not purchase item from them and is ineligible for their rebate. Terms of rebate are clearly spelled out. A receipt is required. No reasonable customer would be confused by their rebate program."

NO SH*T, I didn't purchase the item from Buy.com, I stated that in my complaint, the complaint I had was that Buy.com offered a coupon which was listed as though it was just the typical manufacturer coupon that could be honored as long as the rebate requirements stated on the rebate form itself were met, it specifically DID NOT STATE ANY requirement that the product MUST be purchased from Buy.com, ... THEREFORE, I should be able to purchase the same drive from ANY legitimate company and use the rebate, just as I clip manufacturer coupons from the newspaper and use them at ANY location in my area to get the product advertised ... and duhhh, I always shop for the lowest price and use that rebate/coupon at that retailer!!!

I followed EVERY requirement listed on that rebate, and if Pacific Digital was not going to honor the rebate, then Buy.com sure as hell should. It was their negligence in not posting a rebate which had ALL the true requirements listed on the rebate coupon itself which would have been necessary to complete the rebate and have it honored by Pacific Digital, and Buy.com certainly did not do that and should be held accountable for misleading online shoppers!

Buy.com management is consumer unfriendly and slow to fix mistakes even when they are shown to them outright ... that SAME rebate offer, though it expired on 9/30/02, is STILL on their own registered server, and it clearly shows that NO SPECIFIC RETAILER was needed to collect that $50.00 rebate from Pacific Digital!

Stop blaming the consumer. It's time to own up to your mistakes Buy.com, innocence by reason of ignorance shouldn't be used for a shield of legality and you misleading consumers with rebates which certainly don't disclose the full requirements necessary to obtain them, instead, you should fix them appropriately so you can learn by them and not make the same mistakes in the future, over and over again.

EVERY rebate that you want to post a link to and hold on one of your servers for shoppers to download, print, and use ... you BETTER make darn sure the rebate SPECIFICALLY STATES ... "TO BE USED ON PURCHASE OF SPECIFIED PRODUCT AT BUY.COM ONLY!"

I certainly was NOT confused by the rebate, but you certainly were misleading in the offer!"

"I have ordered so many things from this site, from speakers to hard drives to several DVDs and always had great experiences with them. My last experience ordering a keyboard was good. Sadly though, the keyboard was defective, but I believe this was a defect of that model keyboard from the maker. However, buy.com set up a RMA for me fast. Loved the service alot. Sometimes I get notification emails about my item being shipped and I already got it, lol! (and order was made say...2 days before that, so email was not late, it was ontime)

Stay coolz BUY.COM =)"