Customer Service Response
Written: Oct 19 '06 (Updated Oct 24 '06)
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I was a big fan of Buy.com until I realized how bad their customer support is. I have been buying online for years and this is the first time I had to go through this.
I ordered a GPS system from Buy.com. They shipped in the next day and I was supposed to get my package on the third day. UPS did deliver the package, but unfortunately since I wasn't at home, the delivery guy left the package at the front door. I was back home from work late that day only to find nothing at my front door. Panicking, I tracked the package again at UPS and it said the driver left the package at front door. By this time I realized that someone (either the delivery guy or someone else) stole the package.
My frustration started the moment I tried to reach their customer service. They dont have their number posted anywhere on the website and their online support wasn't working. I finally managed to get their number. The service desk guy was friendly and assured me that they would take care of it and either order me a replacement or refund my money. I opted for the replacement option. Meanwhile I was trying to get in touch with UPS and they said they cant doo anything unless the shipper files a complaint and initiates a tracer.
TWO days later, yes 2 days, a claim was raised. I was told that they would investigate and let me know in 3-5 days. I was anxiously waiting for the claim. 2 days later when I was checking on the status, I was told that they cannot issue replacement and they would file for a refund instead. I wasn't happy, but didnt have a choice. At the end of 5 days, I get an email saying that my claim has been rejected because the package, because they found out that the package was left at the front door. It must have taken a heck of an investigation from their part to find out something I told them the first day. Frustrated, I try to reach customer support only to find that no one is picking up their phone. I realize that their 24x7 support is not available probably because of a national holiday in India (Diwali). I call UPS and they say that BUY.com has not filed any complaint and they should contact UPS for them to start any investigation.
I decided enough is enough and contacted my credit card company to dispute the transaction. They understood my problem and realized that I did not receive the package in the first place. They said that I would be credited the money and I should receive a notification in 5-7 days. That is why I gave 0 for their customer service and 10 for everything else!
This is the response I got from customer service:
"I do understand your point of view regarding the delivery of your order and apologize for the inconvenience. However, although we always try to do everything in our power to resolve every customer issue, unfortunately at this point we are unable to assist you further in this matter.
Per company policy: Title to goods passes to you upon delivery to the common carrier. http://www.buy.com/corp/legal.asp). Basically this
says that once a product is in transit via the shipping carrier, the ownership of the product has passed from Buy.com to the customer. It is the customer's responsibility from this point forward to make sure
someone is at the delivery address provided to accept the package. If no one is available at this address at the time of delivery, the carrier is legally authorized to leave the package at the door."
Decide for yourself. This response I got after 10 days of haggling with the customer service people
Recommended:
No
What product did you purchase or try to purchase? GPS system
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bijuchac
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Reviews written: 1
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