Buy.com
Subject: Buy.com Customer Service
Alexandria, VA
Customer service couldn't be worse, if they tried.
I tried to purchase something from them through the AMEX Membership Rewards Shop@Home feature.
Things went smoothly as far as AMEX was involved (which has EXCELLENT customer service by the way). But as soon as it was handed over to buy.com it went into a deep, dark hole.
First of all, my order was canceled because it was supposedly ordered "out of the U.S." and all orders are automatically canceled when they originate from somewhere other than the U.S. The only problem with that is - I DID order it from the U.S.
I called, and apparently what happened was, AMEX was routing the request through a canadian server (who knows why).
I was told "someone else" had the same issue and they were "working on it to try and resolve the issue.
Well bully for you - where does that leave my order?
I was connected to another customer service person (because I always try the "sales" department first, since they seem to answer THOSE phones just fine).
This next guy was a real hoot - he couldn't even help me because "the system was down" - give me a break they have Service Level Agreements calculated down to the penny on those systems. Maybe they only go "down" at strategic times?
Get this, I was asked "Can I assist you with anything else" - the only problem was - he couldn't, because the system was down!
So, just for giggles I said "Yes, you can" a few times and came up with some different and creative ways to restate my issue. He dutifully repeated the script he undoubtedly was given and still ended up with "Can I assist you with anything else?"
I finally took pity on him - after all he's got to make a living in Gujarat or whereever buy.com outsources its customer service to - and told him "No, you obviously can't assist me with anything."
They clearly don't put much emphasis on customer service - and it shows.
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