Complaint Review: Buy.com

I purchased an X-Box 360 from Buy.com that was delivered defective and unusable. I tried to use their internet return merchandise link (there are no phones numbers provided ANYWHERE on their website), only to find out that my item was a "special return". What this meant was that the item had to be returned for warranty repair - not a refund.

This was not indicated anywhere on the web page that advertised the item for sale. The 'return' link on thier website directed me to a 1-800 number. I called the number which turned out to be a completely different company who DID NOT affiliate themselves with Buy.com. I tried to contact Buy.com's customer service (which is a really bad joke), but because Buy.com does not provide a phone number for their "customer service", you have to email them.

I emailed them with my problem and got an automated response thanking me for contacting customer service and referring me back to their web site to their FAQ page - which directed back to the 'return' link, and their email - they never responded to any emails - I sent four, and each time got their useless automated reply. I finally found an unadvertised phone number for their customer service (1-800-800-0800) and called them. The CS rep told me to call the 1-800 number for the unaffiliated company.

I demanded to speak with a supervisor and was connected with one. I explained the nightmare I was beginning to feel trapped in and their supervisor relented and issued an RMA number for the item to be returned and a refund to be processed. Using their emailed pre-printed UPS label, I sent item back to them and tracked it's delivery and receipt confirmation. The refund has not been processed. I called their Customer Service back to deterrmine the status of the refund.

They tol me it had just me received and that they would call me back withing 24 -48 hours - that never happened, so I called them back again and got a different CS rep. I emplained what had transpired and their CS rep became very defensive and quite nasty. I was told they needed at least 14 business days to verify the receipt of the item in their warehouse before it would show up in their database for refund processing, if after 14 business days, it would be escalated to a "Returns Investigator" who would 'investigate' the problem - which had no timeframe for resolution - I asked the CS rep exactly how many days I show expect to pass before I could even hope to see my refund for an item that was returned and verified - there was no definitive answer, and the CS rep got even more nasty and defensive claiming that they had many customers and could not guarantee any timeframe for refund processing.

It has been nearly 1 month since I returned the item and I have not seen any refund from Buy.com. I have contacted my credit card company and will most likely have to seek reimbursement through them instead of getting the customer satisfaction a responsible and repuutable company would provide. I have saved all correspondance, tracking information and confirmation to verify all that was written here - I believe it will be needed when I approach my credit company.

As a warning, should you ever purchase anything from Buy.com that requires return, don't count on it - it won't happen. I don't how this company gets away with this stuff, you would think that someone - some legal authority would intercede to stop this kind of outright deciept and theft - I hope that this comes to pass - I will be filing complaints with the BBB and will also investigate any type of complaint vehicles for internet ripoffs that the FTC may provide - in the meantime, until some thing 'official' can be done to stop this unethical behaviour, stay away from this terrible company - very, very bad news

Brian
Reston, Virginia
U.S.A.

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