I’m a pretty forgiving person when it comes to customer service, and it takes a lot to piss me off, but Buy.com managed to do it today.
My friend wanted to go wireless in his home, so I ordered a bunch of gear for him. I ordered the wireless cards from NewEgg.com (perfect service on two orders now, BTW), but they were out of the wireless access point. So I sauntered over to Buy.com, where I’ve shopped once before. and ordered the WAP.
What followed was a long process of trying to get the credit card to verify. The address for the card was my friend’s home address, it was shipping to the office, etc. I kept getting emails from Buy.com saying that I needed to change some information and try again, etc. After three iterations of this with no success, I decided to call them. I found their 1-800 number on their site and dialed.
Now, I wasn’t really upset at this point — these things happen, and I knew the address situation with the credit card was a little screwy to start with.
I got a voice mail system. Yes, this was about an existing order. No, I didn’t want to talk to their automated system. Then I got this: “To speak to a representative, there will be a $9.95 charge. Please go to our Web site for email support or enter your 16-digit credit card number now.”
I cancelled the order. Quite coincidentally, at the exact same time this happened, the FedEx guy shows up with my order from NewEgg. From now on, if NewEgg doesn’t have it, I’ll just wait.