A photographic memory but with a stuck lens cover (kellirose1313) wrote in bad_service,
A photographic memory but with a stuck lens cover

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Buy.com doesn't care if you get what you buy

So I got an offer from Google to use my gmail account and sign up for Google checkout (their version of paypal) and get $10 off any $10 or more purchase from Buy.com. So I sign up, and thanks to a shipping offer I place a $0 cost order for a small tabletop tripod for my digital camera. I get confirm email and think no more of it. This is May 10th or so.
I totally forget about it and realize late last week that I never got it. Even with free shipping that's a bit long so I check my gmail and see a shipping confirm email with tracking info. So I follow the link to UPS's website and show it was delivered on May 30th. Except I never got it, and there's an option to see the signature when delivered. It's somebody else's name, not even remotely close to mine and definately no one I've ever heard of. So I fill out the form at Buy.com's site saying basically WTH?. Everything started fine but it slowly went downhill.

Hello Kelli,

We apologize for the uncertainty surrounding the delivery of your Buy.com order # 40036567.

Because you have reported non-receipt of this order and tracking indicates it was delivered and signed for, we are escalating your case to our Tier2 Claims Team to request that a replacement of the missing item be shipped to you.

Please Note: If this request is approved based on all available information, the replacement will be shipped at no additional charge via the shipping method that was used on your original order. If the request is approved but the item has been discontinued or is no longer available, a refund will be issued via your original payment method.

A decision can usually be made within a few business days. In some cases involving special circumstances, this process may take additional time in order to resolve the issue. You will receive an email informing you of the final resolution as soon as our Tier2 team has processed this request.

In the meantime, you may want to thoroughly check around your residence or business to make sure the package wasn?t misplaced somewhere nearby. Delivery drivers will sometimes place a package in the front yard bushes or side yard of a residence. In the case of an apartment residence, packages are sometimes delivered to the leasing office of the community.

(not so bad, being sent higher no biggie so far)

Hello Kelli,

Thank you for shopping at Buy.com.

While researching your claim request for item #202778452 Hakuba TP-3 Tabletop Tripod with Ball Head on order #40036567, the shipping company has confirmed that your package was delivered to the Ship To address you listed on your order.

We therefore regret to inform you that your claim request has been denied.

In many cases, we will file a claim with any appropriate third parties. If additional information comes to light as a result, we will reconsider our findings and inform you.

We apologize for any inconvenience.


Customer Support Team


(Now I know it said delivered, I even explained that in my original complaint. I wrote them back and asked how it's fine if UPS's own site shows someone who isn't me got my package. Especially since it's not even remotely close to my name.) This is their response.

Hello Kelli,

Thank you for contacting us regarding the shipping status of your order # 40036567.

I do understand you have reported non-receipt of your order and apologize for the inconvenience. However, although we always try to do everything in our power to resolve every customer issue, unfortunately at this point we are unable to assist you further in this matter.

Per company policy: "Title to goods passes to you upon delivery to the common carrier." {http://www.buy.com/corp/legal.asp). Basically this says that once a product is in transit via the shipping carrier, the ownership and responsibility of the product has passed from Buy.com to the customer. It is the customer's responsibility from this point forward to make sure someone is at the delivery address provided to accept the package. If no one is available at this address at the time of delivery, the carrier is authorized to leave the package at the door and the order is considered completed at that time. Basically, the security of the delivery location provided by the customer falls under the responsibility of the customer.

We do apologize for the inconvenience and appreciate your understanding.


(So essentially it's "too bad, so sad" cause according to their own policy once they hand it to the delivery guy they no longer have to do a single thing about it. I mean how am I responsible for the security if the delivery person apparantly went to the wrong apartment and someone else signed for and kept the package. How am I supposed to plan for that exactly? I know it was a free order and I'm not whining about the money or anything like that, but what kind of screwed up policy is that? You can buy from us but the second it leaves our warehouse we no longer care?? WTH? So I wrote the following response in slightly petty anger.

I just want to let you know that this was my first time using your website. I had found I could get the promotion of $10 off through gmail and decided to give you a try.
After the non-receipt of my order and your response that basically boils down to "too bad, so sad" I will never be using your service again. I have already filled out a form at google checkout to let them know exactly the kind of service you will give. I will also be informing my friends, family, and coworkers to not use your service as well. Along with several communities online I can find for reporting bad service. It won't affect a huge company like yours much so I don't expect anything more than additional form letters from you but I just wanted to let you know in 15 years of purchasing things online I've never gotten so little help from a company before.

Unsatisfactorily Yours,

So yeah don't use Buy.com for anything you might need, since they don't seem to care if you actually receive it or not.
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