Buy.com - Not shipping Items or Responding to Email
 

Bought Simpsons 2, 3 & 4 from Buy.com using Google $20 off $50 on 11/22. So far I have received Season 2. 3 & 4 have not shippped even though the website says they ship in 1 to 2 business days. I've sent two emails to them with no response, the last being sent 3 days ago. Both phone numbers I have for them, 800-800-0800 and 877-780-2464 are constantly busy. After wasting considerable time trying to contact them does anyone have another number or strategy?

Also bought the Pusher Trilogy from them in beginning of November with Google $10 off $30. They sent me a set with a mangled box and one of the DVDs scratched to hell. I called right away but it took them 10 days to email me a return label - UPS. I sent the set back to them on 11/22. It still hasn't been delivered to their California return center. What UPS shipping category takes 2 weeks?

Does anyone blame me if I say BUY.COM S*CKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Same thing here, they shipped Last Samurai HD but not MI:3. Emailed them about it last week, no response. Damn a holes.

I've had success getting through to them at the 1-877-780-2464 number, but I can't say they're especially helpful (and the call center must be in India based on the accents). I placed about a $30 order with them using google checkout for 3 CD's, and they sent me 4 books. This happened over a month ago, and despite promptly returning the books to them, I've only been partially refunded so far.

In their defense, I've probably placed about 20 orders with them during this google checkout deal, and the others have all been without incident.

This is my first experience ordering from them...
Ordered a $3.99 movie from them and the dust devil set and the 2-disk Butch Cassidy.... Received the $3.99 movie and dust devil but i have not got Butch Cassidy yet and it seems like there are no plans to send it to me after i was charged the amount for all 3 items...
I am not very happy about this...

Same here. I ordered 3 tv sets from the recent sale. They shipped 2 right away (though it took 13 days to get here), but not the third. It was listed as in stock when I ordered it and is still listed as in stock. Emailed them yesterday, but after reading this I'm not so sure I'll get a response. Between this, the J&R debacle and my first order from the DDD sale getting lost, I think some greater force is telling me to curb my dvd spending.

Here's my only two experiences with Buy.com...

Placed an order with them 5 years ago (TZ 40th Anniv. Box Set). Arrived in terrible condition with internal contents loose and cases cracked.

After 5 years decided to give them another shot with the great Google $10 off $10 deal. Ordered the only Criterion I wanted that they hadn't jacked-up the price on (Viridiana). Figured since it was a single disc in a hard case, it would probably arrive okay. Got it yesterday. Internal 'insert holder' was completely broken off. The beautiful Criterion insert booklet was mangled!

What's the old saying... "Fool me once..." - I have no one to blame but myself.

Buy.com is a mess. They are consistantly sending wrong items. It honestly seems like everybody has recieved at least one wrong order. But google checkout mmmmmm

I ordered 3 DVD sets on 11/22 as well. One shipped and I recieved it rather quickly, but the other two were on "Sent to Warehouse" for a couple of days until finally they went to "On Order". I guess i'm gonna wait it out and see how long it takes for them to ship.

I'm getting ready to cancel my 2nd order.
I'd rather get the box set from Amazon.com or BestBuy.com

Good luck on canceling your order with buy.com. They do not have good customer service, and the reason I stopped shopping from them years ago was because they would refuse to cancel orders. They always claim it's entered the "shipping process" and cannot be canceled, even on preorders.

Maybe they're getting ready for their big tenth anniversary celebration.

You know how restaurants will do a special promotion where, for the Xth anniversary, they'll lower their prices to what they were when they first opened? Maybe Buy.com is doing that with their customer service.

my most recent order was supes returns and supes 1 both hd dvds.

they shipped supes 1 but supes returns says on order.
but the site itself says 1 to 2 days.

emailed them so we'll see.

I'm in this group as well. Incidently, I have almost the same situation as the OP. On November 25, 2006 I ordered 3 seasons of the Simpsons (2, 3 & 7).

Unlike the OP though, I've received 3 & 7, but not 2, and my account has it listed as "On Order" even though it says it's In Stock on the site.

(It did go out-of-stock for 2-3 days just a day or so after I placed my order... maybe that's what threw it off.)

Sent an e-mail yesterday. From the looks of things, I shouldn't expect a response anytime soon.

I've mostly had very good experiences with Buy.com though. I was purchasing *lots* of stuff with them back in the 1997-2000 internet boom days. Back then they even had exceptional over-the-phone customer service. Since then they seem to have dropped off some on the service & reliability - but I guess that's to be expected with lots of growth in addition to the .com bust. Still, I've made 10+ orders with the Google Checkout promotion and this is the only one that's had a hitch so far.

You can try cancelling specific items online when you look up your order status. I was able to do that without incident when my order for King Kong on HD DVD was delayed due to it going out of stock.

I ordered the buffy box set on the 24th and it still hasn't been shipped. I called them and got some indian guy who told me I was supposed to wait 1-2 weeks. I stated the site says 2-3 days. He replied when I ordered it said 2-3 weeks. I said I wouldn't have ordered had it saw that. He told me I just had to wait.

I ordered 2 books and they were shipped out on the 26th. I still haven't recieved them and the tracking number doesn't work...

WTF?

I've had a number of problems with them in the past myself. years ago I ordered a cd from them that was a preorder. It was delayed and delayed and never saw the light of day. Buy.com billed me for it at order time. I emailed them a number of times. They gave me the run around for weeks. Finally they sent me an email saying they couldnt give me a refund because it was over 90 days.

Another order took them weeks to send it out even though it said 1 to 2 days shipping. I filed a complaint with Buy.com. A few days later i received them in the mail. The mailman never scanned the tracking barcode at delivery so Buy.com had no proof they sent anything so they said me the order again and i received 2 copies of the books in my order. Score 1 for me on that one. I didnt need 2 copies of it but felt it was a victory against them nonetheless.

Another time I ordered a book and then found a lower price on Amazon. I called Buy.com and they refused to price match so I returned it to them. They never refunded the monety for the return and I still get the runaround when I call them.

I hope the higher ups at Buy.com get an incurable disease and die a slow painful death for ripping people off like this.

Placed 3 orders on Buy.com, two of them went just fine the third is total mess, when I have ordered LOTHR SE it was in stock, a week after I placed order status is On Order. Just recieved the pakage from them with absolutely different DVD (5 of them)packaging slip with different customer name and address and on the the top of that pakaging slip from Overstock, not even Buy.com. Customer service almost nonexisting, no response on emails, phone is always busy.

Hmmmm.... They finally emailed me back...
The first email said your order has been sent to the warehouse and should be sent off within the next week.
The second email said I'm sorry but your item is back ordered and there is no estimate time that my item will be shipped.
I just checked my order status and it says it was shipped. This kinda makes me sad because after reading this thread I was going to cancel it.
I ordered buffy which was 100 dollars. Watch me get some 10 dollar shitty dvd in it's place....

Their "low price guarantee" is amusing in the levels they will lie to not honor it. I've gone over this with them in the past and received a reply stating that they will not honor the guarantee for any item that uses a coupon, discount, promotion, bundle. My item didn't use any of the following so I replied as such.

The reply I received back stated that my item could have potentially qualified for their free shipping promotion if I had purchased it with another item that would have qualified for their free shipping and they both totaled $25+ or if I had combined it with an item that offered a free shipping bundle.

They have finally updated the low price guarantee to mention free shipping but to refuse to honor the terms as listed on their site if any item could potentially be manipulated into a free shipping scenario just goes to show one that they have no intention of honoring a low price guarantee and will attempt any scenario not to.

Needless to say, I gladly will spend money elsewhere. The best they can do on prices would be a dollar or two cheaper on the very rare occassional item which is well worth not giving to them.

Wow, this is some good stuff. I finally called them today to ask why my Lost in Space S3 v2 is still listed as in stock on the website, yet hasn't been shipped in the past 18 days. I called the 877 CS # and he assures me there is none in stock, and they have no ETA. So I think about it, and I decide to call the 800# order line, and the guy there asks me how many I would like to buy. I asked him if he was positive there was stock and after a minute on hold he comes back and says if I want it, I should order it immediately because it lists 1 in stock. I tell him I already ordered one, on the 19th. I ask him why the website and the 800# would say there is stock, but the CS# says there isn't. He says the stock info from the CS# is more accurate and he really has no way of knowing if there is stock. So I then ask him why there would be one available for sale instead of given to those that ordered earlier. He says, of course, that he doesn't know, but that if I want the one listed as in stock, I should order it now. I then reiterate that I already have one on order and ask why I would want to buy something that he doesn't even know if it's in stock. We go back on forth some more and he finally says that there's no one on that line that can tell me why there is a discrepancy in stock and during the time we spent talking about it, someone may have purchased the "available" set already. I almost started laughing.... So I then called back the CS# to ask if they can tell me why there's a discrepancy, but of course he can't. He does assure me there are none in stock with no ETA. Then I check my email and get this:
Just a note to let you know that we are still working hard on filling your order #xxx.
We have placed an urgent order with our suppliers and are waiting on the backordered or preordered product(s) below.

At least I know one site where I'll never shop again.

Yeah this site is surely a joke.... My buffy order was shipped today. It's weird that it was shipped a day after I bitched. I bet they end up sending me sponge bob or something...

I got an email confirmation that my 2nd order was cancelled.
My order said "on order" so I figured I wouldn't have any problems.
I don't want to receive a beat up box set.

I haven't had any problems with Buy.com until the Google checkout discount began. Ordered Family Guy Vol. 3 for $12.XX on Nov. 20 and got an email claiming that it was sent out on 11/23. Still no FG 14 days later. Will give it a week before I call as I know the free ship sometimes takes awhile. But after reading the posts in this thread, I won't be too shocked if I never get it at all. Regardless, it will be awhile before I spend any more money with them.

Followup to my 12/6 post: Reached India yesterday on the 877 number by calling at 7am. While I was on the line, the CSR called the "corporate office" (meaning, I assume, US customer service). She assured me that my inquiry was "elevated" to a high priority matter and that I should receive an email from Buy.com very shortly explaining what happened to my order and when it will be shipped.

Of course I haven't gotten the email but something else happened in the meantime that quite tickles me. My wife ordered a Simpsons Season 6 on the $10 off $10 Google offer. When after about a week she didn't get a ship notice, she checked her Google account which said the order was canceled because something was wrong with the credit card. Well, low and behold, the DVD set shows up in the mail yesterday - with no charge to the credit card. If the charge continues not to show up, I'll consider it karma for the super bad service they have given me.

10 days later I still haven't recieved either order I made with buy.com.... DAMN ASSHOLES!

Yeah - they told me they couldn't guarantee cancellation of any order if you try to cancel more than a few minutes after placing the order.

I got the same "It has gone to the warehouse and entered the shipping process." Funny thing was, it wasn't releasing for 2 months. After pointing this out... they told me that they could ATTEMPT cancellation but couldn't guarantee it. I was lucky and got an emaill a few days later stating that the item had been cancelled.

Wow - based on the comments in this thread, I think I won't even bother trying to place an order. I used them once or twice in the past with no problems, but that was at least 4 years ago.

Oh well, that $20 off $50 Google deal was tempting, but combine their non-competitive pricing with their apparently lousy service, and I'll pass.

Ha! Just like some of the posters, I received another shipping confirmation today for the two hd dvds. It's weird because they sent me a shipping confirmation for The Last Samurai last week. I wonder if I'll get two copies now.

you'll be lucky to get 1.

Ok, now I'm pissed. I go onto the Buy.com website, look up my order of the Simpson sets that I made on 11/22 and haven't received, and see they are now on backorder. BUT the Buy.com webpage for the sets show they are in stock and ship in 1 to 2 business days. I even put the sets in my cart and get to the last step before finalizing an order and the website still doesn't tell you the sets are on backorder. Or are they?

What kind of sloppy or possibly fraudulent scam is Buy.com running here? They are either (1) letting people order items which they say are in stock and will ship in 1 to 2 business days when they know the items are actually on backorder or (2) they are not shipping orders to people who got a discount using Google Checkout or (3) their website administration is next to criminally negligent.

I will never, ever, buy another thing from this company.

Update: I emailed them a 3rd time about my order yesterday. This time I got an automated response saying my email would be read and answered in 6 hours. Yea, right. My 3rd email and 2nd phone call complaint with no response from the company.

I'm actually hoping that my last set doesn't ship just so I can inititate a charge back and get my CC company to tighten the screws on this mickey mouse operation. I am also glad I recently decided to order some other stuff from familyvideo (that shipped within 1 day) rather than buy, at least I dodged that bullet.

the first 5 orders i placed for a total of 8 hd dvds all arrived fine.

the arder after that for 2 hd dvds only 1 arrived and even tho' tthe other hd dvd is listed as 1 to 2 days. the order itself says "on order".

I had placed an order going thru Google checkout for 3 X-Files boxsets. Only one has shipped so far, and the other two have not, even though the product pages for those two pretty much say will ship in 1 to 2 days. However, my credit card has already been charged for the full amount of the order.

Sent their support an email and they just give the standard line about the website is only updated every 24 hours, so may not accurately reflect their inventory. blah, blah, blah.

Called the 877 number and the guy said he would send a note off to some dept., but the credit charge needed to be taken up with Google, since I used Google checkout. Not a whole lot of help. So now I have an email to Google to credit me back the amount to my card unless the items are going to ship. I doubt that's going to happen since they can't control when Buy.com ships. So I guess I'm going to have to go and take it up with my credit card company.

I had similar problems last month during the $10 off $30.

Really, really frustrating dealing with their customer support in India. A total disconnect from the company and the expected level of customer service.

Like monkeys, they seem to just follow a manual, with no empowerment to take care of the customer. Also, no way to contact a US-based rep and vent!

i just recieved these two emails together.
bold added by me
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Buy.com Customer Support has received your email. Please do not reply to this email because it is an automated acknowledgement email only.

In most cases we will reply to your email within ten hours of receiving it.
Sometimes we will need to do a little research before we can answer your email (for example: shipments, cancellations, returns). If that is the case, please know that we are working on your request even though you might not receive a decision for one or two business days (excluding holidays and weekends).

If the matter is urgent, or you feel your situation will be too difficult to express via email, we can also email you our phone number.

Thank you for giving us the opportunity to earn your business.

Sincerely,

Buy.com Customer Care Team
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Thank you for contacting Buy.com.

This is in reference to your email regarding order #30503688.

We apologize that the delivery of your order is taking longer than expected. Due to a setback from the manufacturer, item #203143272 on your order is currently on backorder.
We update our web site once every 24 hours. Occasionally, items run out of stock before we can update this information. We are working on providing more frequent updates in the future.

However, we do not have an estimated time of arrival. You will receive an email from us once the product you ordered ships.

We thank you for your patience in the matter.

Sincerely,

Jackson
Buy.com Customer Service
www.buy.com

I ordered the Google checkout 10off30 on blank dvd+r. After a month of not receiving anything, I decided to contact them. They responded back on the 2nd day and instructed me to check the tracking. I did, and it showed on FedEx had received the transmission notice, but never picked up the item to deliver. I sent them an email, telling them the tracking info that FedEX never picked up any package from them. I requested a refund, and they never responded back after a week so far. I'm going to report the charge to my credit card. Never again....buying from buy.com.

So I've emailed them a couple of more times and I get this standard reply as well about "the setback from the manufacturer" and their website only updates every 24 hours. However, the X-Files Season 9 set that I ordered has been showing "In Stock" on the product page for a while now. So I shot the following email back at them to call them on it. I'm thinking they probably won't answer and will just cancel my order for being a PITA.

I may be off base here, but I think a lot of it has to do with the GCO. When I called and asked the CSR why the last item in my order still had not been shipped, the first thing out of his mouth was that I used GCO and it takes a minimum of 5 days to process those before they ship. I immediately responded that statement wasn't true because I ordered on 11/19 and two of my items shipped on 11/22. Looking at my online statement, it's billed as google-buy.com, so I assume that we pay google the amount (minus the $$ off promotion) and then they pay buy.com the full price. If this is true, buy.com has no incentive to ship the items, other than losing out on whatever $$ google is kicking back. If one files a complaint with the CC co., the charges will be reversed against google, not buy.com. I have sent a complaint to GCO using the form on the website, and I suggest everyone does the same.
Just for my information, is there anyone here who ordered something from buy.com recently NOT using GCO and is still waiting for stock?

I emailed GCO a complaint. I doubt I'll hear anything back...

I have the same issue. I ordered a 360 wireless headset. I got a shipping notice on nov 30th. When i track it says USPS got a notice for pick up on Dec 1st, and it hasnt changed since. Shot off a e-mail two days ago, and no response . Now i remember why i never order from buy.com anymore

I got lucky and received what I ordered. But it took so long to ship; I order it at 9am EST Tuesday with overnight shipping. They say if you order by 3pm PST it will ship the same day. It didn't ship till thursday. And I wasn't give a notification until it arrived at my house. And again I learned yet again why I shouldn't buy from them.