Let me first preface this: I work for the e-Commerce department of a national company. I know what good customer service is because I give it everyday and if a customer is not happy, neither am I.
Trying to save my company a few bucks, I ordered a fuser for my hp color LaserJet printer from buy.com. I found the item number on hp's website and then searched buy.com's website using that item number. I ordered what I thought was the correct fuser for my printer. Total order was $223.48.
When the fuser arrived, I opened the box, saw it was the wrong one, repackaged the box and sent it back to buy.com after getting an RMA number. I received an email a few weeks later stating that I was refunded $185.29. When I inquired why I wasn't refunded the full amount, I received an email from Rod saying I was charged a 15% restocking fee.
I responded that the item was not correctly labeled on the website because the fuser they sent to me did not have the same item number as the one I searched. I then got an email from Liz (apparently they only hire people with three letters in their first names) saying that I was shipped what I ordered and would therefore not be getting the full refund. She never mentioned anything about the item being mislabeled.
I would never buy from buy.com again, nor would I recommend this company to anyone. I ended up getting the fuser I needed from hp. I received excellent customer service, they shipped the item overnight, and I paid half of what buy.com initially charged me. I guess it pays to go right to the source sometimes.
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