"Purchased two way radios with rechargable batteries. One set of batteries did not work properly. Buy.com would not replace defective batteries.

Buy.com responded to this complait with a very fair answer. I am happy now."

"
I owe Buy.com an apology. I would change the check rating if I knew how to. My initial contact with customer service elicited a reply from Buy.com which was typical of a company dodging the issue. My reply to the company, after this review, elicited an intelligent and informative response which neatly addressed my issues in a manner which would have, if it occurred initially, never have caused me to write such a scathing review of the vendor.

I am, at this point, fully satisfied with my transaction.
***********************

"

"I had used Buy.com to order a ASUS MB from zipzoomfly.com (third party) and was very happy with my purchase experience. As this was the first time using either of them, the ordering process went smoothly and shipping was quick. Unable to review products ordered, as I am awaiting the case which should be here tomorrow from another vendor. Will update when case arrives, as I will be able to see if MB works."

"My friend ordered this Asus Essentio desktop, and she had problems immediately, you cannot open the unit or the warranty terms are voided. Within 24 hours the unit had died. Now since she has no email, what do you do? I have tried to contact Buy.com through customer service. Her order appears to be hung in the "processing" mode. She called her credit card and they say the item has posted so she cannot cancel her card action.

If Buy.com Customer Service does not respond in any other way, perhaps this will be the ticket. We are hoping for a good resolution to this problem. I did finally find a phone number of 1 ***-***-**** for a call to them. I will update later and see if this is resolved for her. I would say at this point, Buy.com needs a better complaint and return policy, this is nuts.

This is now my third day of trying to help her resolve this...it would have been better to go to a brick and mortar store for this frustration is crazy!

~~~~~~~~~~~
I made a call to Customer service which appears to be in India, very scratchy phone lines and fast talkers which cannot seem to slow down, though I asked them repeatedly. I asked to speak to a supervisor who had authority to deal with this, as we are now 48 hrs plus on waiting for resolution. He told me it would be another 24-48 hrs before Customer service would deal with this.

Although I have said repeatedly my friend needs a phone call now....they put us off. Very tired of this...so BEWARE, low prices are not always the ticket. SERVICE is a big consideration also.

Still waiting....

~~~~~~~~~~~~~~
Indeed, a prepaid shipping label was sent via email, HMMM how many times must you say, "I can't get email," but she download her prepaid label and returned the unit to Buy.com. Not sure what they have decided yet, so stay tuned. No word yet... and this has been in process for nearly a month.
~~~~~~~~
RESOLVED successfully ~~ Money is being refunded in 1-3 days...persistence pays off. There was a mis-perception by my friend of a double charge. I found email addresses and phone numbers for the men at the top of customer service at BUY.com. I sent an email detailing this experience and Mr Martin intervened immediately and helped to resolve this issue. I have to admit this final few days have been tense, but it is all refunded now and we are past it. Thanks BUY.COM

Personally, I got a refurb from BUY.com and other items and found the products to be excellent, but you must be patient and persistent if you do have an issue. I do see a good response by the Buy.com Agents through this website...and it worked.
"

"Ordered a D-link wireless router on Feb 2, 2010. Package was delivered by FedEx on Feb 4th. Best part is shipping on this order was free. Absolutely no complaints with this Buy.com order. "

"Inaccurate shipping times on in stock items. The item's page indicates "Usually ships 2-3 business days". However, it has been 8 business days (not including weekends) since I put in my order and my item still has not been shipped from their warehouse!

I emailed customer service because they do not provide a number. As a result, trying to get my issue resolved (unsuccessfully) took days.

I will not be purchasing from Buy.com. In stock items/shipping time information are inaccurate. Also, Buy.com needs to reconstruct how they handle customer service to increase response time.

[Update 2/8/10]: I received an email on Friday from Buy.com to "Please allow 24 hours for an update regarding your order. ". It has been over 72 hours and I have yet to hear from them. Today marks the 10th business day since my order was placed, when according to Buy.com "Usually ships 2-3 business days".


[Update 2/10/10]: I received an email response finally from Buy.com's customer service yesterday. According to them my item will be shipped today and they would offer me a gift certificate. However, my item has yet to be shipped today as they indicated it would be. I requested a shipping upgrade so that my order would get to me as soon as possible since its been literally over 2 weeks since I placed my order. But I'm not sure how long it will take for them to respond. It takes an average of 2 days for them to reply to my emails.


[Update 2/12/10]: Still no response about my product being shipped so I've decided to cancel my order. How long until they respond to my request to cancel? Who knows. I lost all faith in Buy.com's customer service to make things better and customer satisfaction is definitely not #1 to them. I will never ever purchase an item from Buy.com and will make sure my friends and family do the same."

"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.

4/15/10 Update: Received email today from Buy.com's "Escalated Customer Service" letting me know that this site allows for modifications to reviews in case I had changed my mind and wanted to update the review based off of the lame $20 gift certificate they offered me only after I wrote this scathing review. So here I am, modifying my review to suggest that Buy.com keep their $20 (I would NEVER deal with them again)and put it towards revamping their entire customer service department, starting off with PROVIDING A CUSTOMER SERVICE NUMBER readily available on their site with knowledgable, helpful, English-speaking call reps. "

"Had an issue with a return but it has been resolved now.
"

"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
"

"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."