buy.com order gone wrong

[abc]

update: on 2/23/05 I used a buy.com email coupon, cuz I hadn't ordered from them in awhile huh... So with my account clearly long having been keyed in with my current address, I placed the order for the SAME item that I tried receive back in Nov 2004.

it shipped on 2/23/05, fine. Arrived in my city on 2/25/05, but at some zipcode not near me... fine. 2/28/05, NO delivery attempts to me... started contacting buy.com, they said there seems nothing wrong with the delivery address I provided.. I know... and the location is a postoffice of theirs...

so it's not like my pack got delivered and signed for by somebody.... yet they could not tell me why there had been no delivery attempts.

3/01 to 3/04-present... they still have no info, and mentioning about their claim filing policy... yeah I know a thing or two about filing a claim... takes like 3 weeks of waiting for the delivery that will never come, and after filing a claim, takes 8 weeks to get approved before another shipment.


i usually dont have problems shopping at buy.com


i placed an order in early Nov, then after waiting 2 weeks and tracking it, realized it's being sent to the wrong address, my old. I checked my acct info and updated it. I think I updated only the billing address...

anyway, I waited until I can file a claim, still late Nov.

From then on up until yesterday, and a few emails and a phone call, it finally got approved.


I stated the problem, and the need to have it sent to my proper address...

I check the claim approval and my new shipment... and it is STILL SENT TO MY OLD ADDRESS!


I call their support, routed to India? and am told 1. my data says my old address - wrong/something wrong with their database

2. claims are sent to the old address, if i want an item sent to my new address on file, i have to place a new order


whoa... I'm sorry, what was the purpose of my claim? it was do to an incorrect address! I provided the proper address in the claim, also long since updated my address profile to ensure against any kind of automated process, yet they still sent it to my old address.

They said I need in my email effort last night to prevent the item from being sent out, and now with their support, to make another claim... what?


I had her locate a supervisor... got the transfer, but it kept ringing and ringing until disconnection!

 

[rh71]

they have always had issues with customer service.... but I've been lucky the 6 times I've ordered from them... no snags on my part, nor theirs.

 

[Amused]

Originally posted by: abc
i usually dont have problems shopping at buy.com


i placed an order in early Nov, then after waiting 2 weeks and tracking it, realized it's being sent to the wrong address, my old. I checked my acct info and updated it. I think I updated only the billing address...

anyway, I waited until I can file a claim, still late Nov.

From then on up until yesterday, and a few emails and a phone call, it finally got approved.


I stated the problem, and the need to have it sent to my proper address...

I check the claim approval and my new shipment... and it is STILL SENT TO MY OLD ADDRESS!


I call their support, routed to India? and am told 1. my data says my old address - wrong/something wrong with their database

2. claims are sent to the old address, if i want an item sent to my new address on file, i have to place a new order


whoa... I'm sorry, what was the purpose of my claim? it was do to an incorrect address! I provided the proper address in the claim, also long since updated my address profile to ensure against any kind of automated process, yet they still sent it to my old address.

They said I need in my email effort last night to prevent the item from being sent out, and now with their support, to make another claim... what?


I had her locate a supervisor... got the transfer, but it kept ringing and ringing until disconnection!

OMG!!! This SAME THING happened to me. Except I placed my order in mid Oct.

They sent it to my old address even though I had updated the address.

Then, when they RESENT it after I complained, they resent it to... MY OLD ADDRESS AGAIN.

Calling them up did NO GOOD. They refused to resolve it immediately.

I filed a claim on my CC and they approved it.

I will not be doing business with Buy.com again.

 

[tami]

i had a similiar issue with 1800contacts.com. but fortunately, they were nice enough to rectify the situation and even gave me a $5 gift certificate for the inconvenience.

can you do something about the old address? are you located nearby? can you talk to the current resident and ask if they can do something about it?

 

[abc]

Originally posted by: Amused

Originally posted by: abc
i usually dont have problems shopping at buy.com


i placed an order in early Nov, then after waiting 2 weeks and tracking it, realized it's being sent to the wrong address, my old. I checked my acct info and updated it. I think I updated only the billing address...

anyway, I waited until I can file a claim, still late Nov.

From then on up until yesterday, and a few emails and a phone call, it finally got approved.


I stated the problem, and the need to have it sent to my proper address...

I check the claim approval and my new shipment... and it is STILL SENT TO MY OLD ADDRESS!


I call their support, routed to India? and am told 1. my data says my old address - wrong/something wrong with their database

2. claims are sent to the old address, if i want an item sent to my new address on file, i have to place a new order


whoa... I'm sorry, what was the purpose of my claim? it was do to an incorrect address! I provided the proper address in the claim, also long since updated my address profile to ensure against any kind of automated process, yet they still sent it to my old address.

They said I need in my email effort last night to prevent the item from being sent out, and now with their support, to make another claim... what?


I had her locate a supervisor... got the transfer, but it kept ringing and ringing until disconnection!

OMG!!! This SAME THING happened to me. Except I placed my order in mid Oct.

They sent it to my old address even though I had updated the address.

Then, when they RESENT it after I complained, they resent it to... MY OLD ADDRESS AGAIN.

Calling them up did NO GOOD. They refused to resolve it immediately.

I filed a claim on my CC and they approved it.

I will not be doing business with Buy.com again.

isn't that INSANE? I already called my cc: 2 weeks ago and a block was already in place (because I had to pay my statement)

I called fedex, the carrier for this shipment, they said they can make the address change but buy.com has to contact fedex...

 

[ElFenix]

sounds like their system prevents people re-routing packages that don't belong to them

 

[MacBaine]

Originally posted by: ElFenix
sounds like their system prevents people re-routing packages that don't belong to them

But he changed the info in his account too... and it matched the billing address of his first shipment...

Sounds like their system prevents any sort of human reasoning

 

[AnyMal]

If you paid attention when you placed your order, none of this would happen. I fail to see how it is buy.com's fault considering they already sent out two items to accemodate you.

 

[abc]

uh you failed to understand the problem.... there are two parts...

1. original order, which happened when i only changed the billing, and slipped on the mailing... fine.

waited 2-3 wks until i can make a claim...

had option to claim refund or reship... chose to have them reship...
claim said something like 8 business days for a decision to be made.
reality, took about 7 weeks... plus emails and phone call. fine.

updated my account info, AND stated in claim form 1. old address.... 2. new address.


2. second part.... approval... shipment of 'replacement'

replacement still sent to OLD address.... which was the reason for the claim in the first place, to send to the 'corrected' address...

You work for buy.com???

 

[Amused]

Originally posted by: AnyMal
If you paid attention when you placed your order, none of this would happen. I fail to see how it is buy.com's fault considering they already sent out two items to accemodate you.

When I first placed my order, I entered my NEW address.

When I lodged my first complaint, I detailed to them that I changed my address and told them the new address.

When they re-shipped, they sent it to the old address... AGAIN.

This all took MONTHS. They would not resolve it over the phone. In fact, nothing was resolved until I called my CC and disputed the charge.