Terrible service, no accountability, no customer respect
Written: Feb 21 '07 (Updated Mar 16 '07)
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February 9th. I ordered a 37 Inch Sharp TV. When I received the confirmation email it said I had order a 32 inch TV. I rechecked the web site and there was a mismatch. The model number was 37 inch, but in one place on the web page it referenced a 32 inch set. I immediately contacted Buy.com support to clarify that I wanted a 37 inch TV (since my CC was charged the $1200 price of that TV, not the $800 price of the 32 inch TV).
On February 11th Buy.com responded that I had ordered a 32 inch television and that is what I would get. I responded that was unacceptable and I would cancel the order if that were the case.
On February 12th. I received an email stating that my 32 inch TV had been sent to the warehouse. By now the web site was updated to remove any trace of the discrepancy. I contacted Buy.com again and they responded that my TV was in the shipping process and nothing could be done. Later they said my case had been escalated to 2nd level.
On February 14th. I received an email with a SEKO tracking number stating my TV had shipped. I again contacted Buy.com support and simple asked what was shipped. They said my case had been escalated and could not help me. They advised to refuse to accept the delivery!
On February 15th. I called SEKO and they said they had not even picked up the TV yet!
On February 16th. SEKO picked it up, with delivery set for February 20th.
On February 20th. it arrived in my home town but no delivery was attempted.
On February 21st. SEKO called to say they could deliver the TV 3 days late on February 23rd. sometime between 10 and 2. I said I could not take a half day to wait for a delivery. They offered to leave the TV. I said it would not be safe on my front porch. They informed me they only do curbside delivery and would leave it in the street!
At this point I had enough. I don't know what has been shipped, and the shipper can only leave it in the street (for $129 shipping fee).
I am now about to refuse all Buy.com charges on my credit card and informed Buy.com that they have lost a customer of over 5 years.
Update February 22rd: After refusing the shipment I emailed Buy.Com requesting that the charge on my CC be removed. They respond that would have to escalated to a different department. Less than 2 hours later I received a new email stating that they had shipped a second 32 inch TV via UPS! Since then they have not responded to any emails asking what is going on. They appear to be completely clueless and out of control.
Update February 23rd: Despite my efforts to refuse shipment, a 37inch LCD was delivered. The TV was not functioning out of the box. It displayed no picture. I contacted Buy.Com and requested RMA. I also attempted to get support from Sharp. Another review describes that adventure.
Update March 15th: Having received no contact from Buy.Com in 3 weeks, I was surprised to receive an email indicating that they would provide RMA if certain conditions were met. Since the TV was taken away for repair and ultimately replace by Sharp, this was just too late to help me.
Recommended:
No
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