Buy.com
Does Not Honor Return Policy On Defective Products

I purchased a WD Media Player which was defective on arrival. There is no doubt it is defective—I have other ones and swapped the defective one with a working one using its remote and cabling, verifying that it was the device that was not working.

Buy.com's policy was that they would give a full refund as well as refunding the shipping both ways for defective items. When refunded they took out a restocking charge as well as failing to refund the shipping. These amounts they failed to refund amounted to one third of the original price for the item. Reading reports from others, it looks like I'm lucky that I got anything refunded.

What is really frustrating about the company is lack of any customer service. I emailed them twice about this with no response beyond automated responses that they would get back with me. They have no telephone number listed for support. I also found it strange that during the return process they only asked if it was defective when getting reason for return. They never asked for specifics as to what was wrong. Based upon all the reports I'm seeing about the company this is most likely because they preferred to ignore the fact that it doesn't work and ship the same defective unit out to someone else.

I disputed the charge with my credit card and they immediately put through the charge again after I got a charge back. They don't bother to reply to email but do monitor to make sure people don't get refunds when they screw up.

Company: Buy.com
Country: USA
Site: buy.com

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