I ordered 2 Lexar JumpDrive Secure USB 512MB Flash Drives on 10/11/04. The cost was $47.99 plus $10.14 for 2 Day Fed-Ex shipping. On 10/15/04, I questioned the status of my order using their online customer service form, since the detail section of my order said it was still being processed. I received an e-mail back stating that they are 'trying to fulfill your order, and would being shipping it shortly.' On 10/18/04, I again questioned the status. That same day I received a letter telling me that the item was back ordered (as I see now, seems to be a popular response, according to this board!) and wouldn't be available until early November.
On October 20, they again sent me an e-mail stating it was backordered. On 10/26/04, I contacted them again and told them that since the item wasn't shipped, I no longer wanted the 2 day shipping, and asked that they refund that money to me. I received a reply back that same day stating that the shipping charge of $10.14 was 'going to be submitted to their credit dept. For consideration' of a refund. On 10/29/04 @6:30 pm I received another e-mail telling me that 'we are still working on fulfilling your order, and you will receive an e-mail as soon as it ships'. On 10/30/04, I receved that e-mail that 1 was shipped (NOT 2) by Fed-Ex on 10/29. On 11/1/04, I received a duplicate e-mail, again stating that 1 item was shipped on 10/29/04. On 11/3/04, Fed-Ex delivered a package containing only 1 of the items. I suspected a mistake, so I filed a claim explaining everything I noted above on 11/4/04.
I received another e-mail back stating that they received my claim, and asking me to please allow 5 business days for them to process the claim. At this point I was requesting the 2nd item. I tried calling them by phone after a week, and the claims person told me that the package was delivered by Fed-Ex on 11/3/04, and that my claim was denied! I explained to this person what I have written here, and how the 2nd item was NOT shipped. She then understood, and said she would re-submit the claim, and that I should wait another week to see the findings.
On 11/24/04, I inquired again, online, and received a response telling me that the 'Item was shipped on 10/29, and delivered on 11/3. It also stated that if I disputed their findings, i would need to submit another claim! So, I did! On 11/25, they acknowledged receipt of the claim! It also stated that, this time, an agent would respond to me as soon as possible. So, after another WEEK of not hearing a thing, I called on the phone and pleaded my case again! I was placed on hold. When the agent came back to the phone, i was told... You guessed it... Wait another 5 business days while we investigate this further... So far, there 5 day claim examination is into its 5th week!
On 12/11/04, I get this prize e-mail..."Hi, Just a note to let you know we have not forgotten about your email and we are working on your situation. We will get back to you as quickly as possible. If your situation is urgent, please telephone us at 877-780-2464. Sincerely, Buy.com Customer Support"
I thought I was going to choke! I wrote them again, and explained that I was going to post this story on consumer complaints.com, and inform my credit card company of this rip-off, and contact the Attorney General's office to pursue this. I wanted a refund of the $53.06, or the part! I was not going to sit back any longer. I received no response from that e-mail. Tonight, 12/13/04, I called customer support again... Explained it. Again. And got told that it is being worked on, and then the famous line... Wait 3-5 business days, and I am sure it will be resolved. I told the agent "NO", I wanted to speak to his superior. He said ok, and asked me to hold... HE gets back and tells me that his supervisor said that there was nothing they could do, but wait 3-5 days. I again asked to speak to his supervisor. Again he told me to hold. This time, I get a person named Alex. He tells me that I have to wait 3-5 days. I refused, explaining that there own papers say the 2nd one shipped on 11/1/04, yet the FedEx shipping papers say it was in MY town on that date (the 1st one).
I told him that I wanted a refund of the $53.06. I told him that I was going to write this report, and the response was, "Do what you have to do!". He finally agreed to "Submit a refund request, but it will take... 7-10 days to get approved." Now I have to wait and see. I filed a report with my credit card company, and now I have filed it here. If anyone ever askes me my opinion of Buy.com, I will tell them what a crappy company they are. I will direct them to this web site to see what has happened to me and others, and I will post messages anyplace that will allow it about the shody business practices of Buy.com. Buy.com SUCKS... Be aware... Be very aware!
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