Complaint / Review
Buy.com
Non-responsive to charging me for a computer on which I refused delivery

FedEx delivered 2 laptop computers to me on 2/5/08. It was an error, I only wanted one. I discussed it with the driver and he said he could take it back unopened. So I did that. Now my credit card bill shows charges for 2 computers. I called FedEx and they sent me to Buy.com. I have sent 5 messages by email to Buy.com. I don't know why the item was not flagged if it was returned to Buy.com's warehouse. FedEx says they don't know who the driver was and Buy.com isn't responding to me in any way to show that they are doing anything. I believe it is possible that the driver stole the computer.

Here is the latest message:
Hello,

We apologize for the delay in resolving your issue and for any difficulties you have experienced with your order.

The way our system works, as soon as the product is received back at our warehouse, a report is generated which flags your order for refund since the product has been received back. Also, if tracking shows the package being returned we may refund you immediately.

For some reason, it looks like your order was never flagged or we have no record of receiving the product back.

Again, we apologize for the inconvenience this has caused.

Sincerely,
Buy.com Customer Care Team

But what are they going to do? Sounds like nothing but sympathize. I said I would call the police myself since the theft would have happened here where the computer was delivered. All they tell me is that the complaint is "escalated" and sent to a different department. No clue what department. I have not been able to talk with them.

I called today and got nowhere. Finally was told that the matter had been escalated and sent to the appropriate department. The person I talked with could not tell me what department that is.

So, I have a charge for a computer I refused to accept. FedEx will not deal with me because they show both computers as delivered.

On Monday, February 25, Buy.com customer support sent a nice note that I would be contacted in one or two business days. It's been a business week and no reply except the non-responsive one above.