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Subject: The absolutely worst customer service By: Anonymous (xxx.xxx.47.163) Date: 11/26/2004 09:27:35 am PST Buy.com has the absolutely worst customer service I've ever experienced from an online merchant. I placed an order almost a month ago, and it was short one part that never shipped (a delivery tracking number was assigned, but the package apparently never made it to the USPS). After waiting their requisite 13 business days I filed a lost shipment claim. The response to that claim was: "We apologize for any trouble you have encountered with your order. Your claim request was received on 11/17/2004 and is currently being investigated. We will update you on the status of your claim via email or phone. Please allow up to 5 business days for us to process your claim." After five business days, and hearing nothing I sent a follow up email, which elicited this response: "We apologize for the delay in processing your claim. Our records show that you have submitted a claim request on 11/17/2004. The claims process may take up to 10-15 business days from the date you submitted the claim to reach resolution. We realize that this claims processing time may be frustrating, but it is necessary to investigate every aspect of your claim with our vendor and UPS to reach an accurate resolution; including filing tracers with UPS, which can take 8 business days by themselves." So now it is going to take "10-15 business days" (does that mean... ten, or fifteen?) to 'reach resolution'. And they want to file a tracer with UPS, which is interesting since the package was sent via the postal service. It bothered me that their first email said that claim processing took 5 days...not 10-15. So I asked about this discrepancy and this is what came back: "Thank you for contacting to Buy.com. This email is in reference to your order #(deleted). We sincerely apologize for the inconvenience and would like to inform you that, due to some technical error it has been wrongly informed that, it takes 5 business days to get the claim process. However as per the policy of our company it takes 10-15 business days from the date you submitted the claim to reach resolution. We regret for the inconvenience. Thank you for writing to Buy.com. Sincerely, Buy.com Customer Care Team" Great English, eh? Guess which country this company has outsourced it's "customer care" function to? I suppose it will take another couple of weeks after their 'resolution' for them to ship a replacement part. In the interest of customer service any modern company would immediately ship and new one and deal with the lost shipment after the fact. My recourse is to dispute the charge with my credit card company and of course, to never, ever, do business with this schlock company again. Page 1 of 1 | ||||||||
