"I've bought a lot of things from Buy.com, and they were becoming my company of choice. I like their low prices, large selection, free shipping, and fast delivery. Well, I never had to deal with customer service until now. I bought a PC power supply, and it took me a few weeks to determine it was DOA because I suspected other problems (only one line on it was bad, so it wasn't obvious). By the time I discovered it, the 14-day return limit was up. I knew Buy.com had a 14-day limit, and I accepted the fact. I had a tough time getting the manufacturer to write me back about warranty work, so I sent a note to Buy.com asking if they could help me reach the manufacturer because I knew my 14-day time limit was up. I got a generic note back asking for information about my order, and they said they might be able to give me an RMA. Keep in mind, I didn't request an RMA. "Great," I thought, "they might just take it back." I sent the information, and I received a note telling me the 14-day period was up. Grrr! They didn't read my original mail, they wasted my time making me respond, and they sent me a useless note telling me what I told them! Obviously no one read any part of my first my message or looked at my order date. This shows a complete lack of concern for anything I said. I'll probably buy from them in the future on occasion, but Newegg.com will get much higher priority. They're always hassle-free."

"I've been a long time customer of buy.com, but they've now driven me away. I recently ordered an item that they showed as in stock. After a week or so, the item still showed as "sent to warehouse". It became clear to me that they did not actually have the item. So I proceeded to cancel the order and order a similar item elsewhere.

A little more than a week later, I received notification from buy.com that my item had shipped, in spite of my cancellation. I sent them an e-mail requesting a return authorization for it, since I no longer needed it. After doing so, I discovered that they expected me to pay the return shipping.

I sent in two requests to them, asking them to pay for shipping since they sent me an item I told them to cancel with plenty of time to process. They twice refused with very automated responses indicating it was their policy not to pay for return shipping on non-defective items.

I used to buy stuff from them all the time, but with this, I just don't see any reason to continue wasting my time with them. If they can't be bothered to address a problem with anything other than a quotation of official policies, I can take my business elesewhere."

"Ordered from Buy.com several years ago for a small purchase; however recently purchased a Samsung 50' DLP tv from them.

Sent the order on the 25th; received an e-mail stating that the address did not match my credit card on the 29th; apparently took 4 days to figure this out. Updated my address and sent the response within about 20 minutes using my blackberry. Following that e-mail never heard anything back and the item was still listed as "Processing".

Now it's April 2nd, and it finally went into "Sent to Warehouse". Not sure how long that process takes, but their movement and insight into their own system is fairly bad as they seem to know as much as I do which is probably not a good thing.

Not to mention the item I ordered is now $999 and I attempted to cancel the order on the 27th of this entire process but was told that the order would likely ship before the cancellation could go through and to top it off they would not honor their updated price because the order had a "Free Shipping" promotion. Thats very unfortunate and considering the current price of $999 includes free shipping so the promotion would be the same; oh well.

This merchant has lost my future business by not being sensitive to their own sluggish system; I understand I am not entitled for them to match or offer freebies, but as a customer at least let me cancel and order from elsewhere."

"Shipped me a DVD, without any tracking number (parcel post) and it didn't arrive after a week. So I sent them an e-mail, and less than 24 hours later they sent me one back saying they could either send another or refund my money. I responded by saying I wanted them to send another. A few days later I got my DVD in the mai. Funny thing, a month later I got the original one they sent.
The fact that they sent me another DVD, (where I could have been easily cheating them) with no hassle is just terrific customer service.

Thanks Buy!"

"Ordered an LCD from Buy.com and after 4 days I inquired as to why my order had not been shipped out. They replied that my order was being reviewed by their Address Verification Department. Not wanting to wait, I cancelled my order but they reply that I will 'receive an e-mail confirming or denying the cancellation
request for this order within the next few business days' and that 'this is only a request and your order may still ship while this request is being processed. Great. This was the first time I ordered from Buy.com and it will most definitely be the last."

"I ordered a Toshiba HD DVD player that has been discounted after HD DVD lost the war with Blu-Ray. Even after the discount, buy.com advertised "5 Free HD DVD Movies with Rebate!!!" Buy.com refused to honor that rebate _after_ I had already purchased the DVD player, stating that rebates weren't valid through "Marketplace Retailers". Unfortunately, buy.com doesn't publish that policy anywhere, and only informed me of my lack of qualification _after_ I had already received the DVD player. They continued to advertise that rebate for a full week, even though no one who purchased the DVD player was eligible (the DVD player was only available through Marketplace Retailers, thus nullifying it from all rebates).

Their customer service was abysmal through the entire process and they offered no support, opting instead to read the same scripted line over and over and over, no matter what I said in response.

I have been a long-time buy.com customer, but this one experience is enough to make me forgo the no-sales-tax discount and buy from a different online retailer. They've lost a very good customer for life, all for the $75 they saved in not honoring my business and this rebate. "

"A comically bad customer experience. Ordered a CPU on my credit card. Sent and e-mail the next day asking for address verification; supposedly my shipping address didn't match my billing address. I knew this wasn't the case, so I called my CC company and they confirmed the two addresses did in fact matche. What followed were three form-letter e-mails that had no relation to the three e-mails I sent them containing the information they requested. The final straw was the "escalated" e-mail that seemed oblivious to any prior correspondence I sent them. Just awful, awful customer service."

"Pathetic customer service. It's like you are talking to a computer and not to store representatives.
I ordered my stuff on the Mar 28, 2008 11:16 AM EDT. 15 minutes after I placed the order, I requested to change my address delivery for practical reasons. They said that I cannot change my address after I order for "security reasons". I wanted to cancel then my order, they said I cannot cancel. They shipped my stuff only the Mar 31st with tracking numbers that does not work. They perfectly ignored all my complains.
I am very dissatisfied and will try to avoid this company in the future. "

"PATHETIC SERVICE!!! I ordered an item on 3/20/08 from Buy.com and paid extra for shipping to make sure it arrived by 3/28/08 for a trip I planned. However, this did not occur. Instead I was charged for the item on 3/20 and didn't receive a shipping notice until 3/26 when I asked for an order status. Next, the FedEx tracking number they provided did not exist in FedEx's system. I pointed out these three items in a note to their Customer Service group only to have them totally ignored e.g. "Your package shipped..." (I knew that already), "To view the status of your order... click this link" (that still doesn't work), and "We hope that your buying experience with us has been enjoyable ..." (are you kidding me?). Buy.com's arrogance and audacity are unbelievable!"

"The Dymo Discpainter I received was a used, reboxed item. It was missing some of the accessory items, its safety packing items had been removed and were loose in the box, and the ink cartridge was already installed and partially used. There was no indication on the Buy.com Web site that they were selling anything other than new, factory-fresh merchandise. Further, they reduced the price of this printer nearly $55 at about the time I took delivery, which just added insult to injury."

"I have been surprised by the reviews written by others. My experience with buy.com has been great! I have ordered video games, DVD's, and calendars and everything has arrived promptly and in good shape. Prices are usually lower and shipping can be free if you work it.

Recently, I ordered a Wii Nyko guitar and although I preordered it, it ended up being back ordered. This was disappointing and irritating because it was a gift for my son and I figured since I was ahead of the game, this would be great.

After reading the reviews, I was quite certain I would have problems cancelling this. Buy.com had no idea when they would have other guitars in but they answered my questions and after five days, cancelled my order (The web says 7-10 day wait for cancels)...although disappointed in not getting what I wanted and when...I have to say that I will continue to order from them and have found their service to be beyond adequate."

"BUY.COM HAS THE ABSOLUTELY WORST CUSTOMER SERVICE. THEY REFUSE TO HONOR THE "CREDIT" OPTION THAT IS OFFERED ON THEIR WEBSITE. THEY THEN GIVE YOU THE RUN AROUND WHEN TRYING TO GET A REFUND."

"Major hassle. Avoid this seller. I got fooled by the low prices. The only seller I've ever seen that accepted PayPal that ever rejected my order after taking my money. Now they want up to 24 hours to issue a refund. They should never take orders if they don't intend to fulfill them. A giant waste of my time."

"I placed an order for an HDTV - they sent me a fedex tracking number that was not valid. I tried to call fedex, they never had seen anything being shipped to my house. I called buy.com's terrible customer service, they could not give me any explanation. They said they would give me another tracking # but never did. At the expiration of the shipping grace period I called them back. They said they couldn't find where my item was and that they would file a claim for a refund. Three days later I call them back - they say that the claim is denied because the item was delivered (!). I try to talk to a manager, he's busy and they say he will call me back. I'm still waiting..."

"STAY AWAY from BUY.COM. It is unacceptable that in this day and age that a e-retailer such as buy.com can not have current inventory tracking. I placed an order from buy.com for a somewhat hard to find CPU based on the fact that they showed they had it in stock and I have bought from buy.com in the past. A week after placing my order and after several un-answered emails to them, I was finally informed that my order was on back order. How can that be? When I ordered they showed they had stock.

In the meantime, due to the demand for this CPU, I ended up paying $50.00 more a week later than I would have if I had ordered it from a reputable company.

I have done quite a bit of business with buy.com in the past, but I will never shop there again. For computers/electronics newegg.com is unbeatable."