On February 11th, around 2:00am I was browsing Buy.com looking for Digital SLR Cameras. I stumbled upon the Samsung Digimax GX-1S for $339.99 with free shipping usually shipping out in 1-2 days. Of course I jumped on the deal with this camera being great for beginners and at a decent price, how could I not? I placed my order (32350522) at 2:22am and went to bed. On February 13, 2007, at 10:14am, I received an email from Buy.com confirming the cancelation of my order. However, I never authorized the cancelation of the order. At 12:14pm I received another email stating the purchase amount was refunded to me and the order was canceled.
After having arrived home from school, I called Buy.com at their online number (1-800-800-0800). At approximately 5:00pm, on February 13th, 2007, I spoke with a general customer service representative. They were unable to assist me or give me any answers as to why my order had been canceled. I asked to speak to a manager and was placed on hold for 20 minutes. I hung up, and called the number back, getting to another customer service representative and asking to speak to a manager. I was placed on hold again, but a manager eventually took my call. I explained my situation to him; that I purchased the Item on February 11th, 2007 around 2:00am. The webpage said the Item was in stock and my order went through and I received all the confirmation notices by email. My bank account was also charged so they already had my money.
The manager I spoke to claims that when I placed the order, the webpage said that the item was out of stock, and was on backorder. If and when the item was to come in, then I would be shipped the camera. He also said he had a time stamped image of the page at the time of purchase that can back up what they are claiming. Little did they know however, that I had printed the page in its entirety, showing the price, and that it was indeed in stock when I made the purchase. Two and a half hours I made my purchase, the webpage still showed that it was in stock at that price.
I asked the manager if they would honor the price if they received more cameras in stock but he said no. So I then ended the phone call, and looked for a corporate number that I could call. I found a number for the California office (949-389-2000) and spoke with a woman named Jamie. I explained my situation to her but she could not verify why the order was canceled either. I asked her if Buy.com would honor my price and match it by making up the difference from one of their marketplace retailers. She said they could not do this. She suggested that I call their supplier directly, Ingram Micro, and inquire as to why the order was canceled. I called Ingram Micro but they would not help me because I do not have an account with them, and I'm not a retailer.
I found that everyone at Buy.com, for the exception of Jamie, was very curt and rude. My simple questions were not answered and the customer service representatives did not what to deal with me. All I was asking is that they honor their price in whatever way is easiest for them. Even if that meant I had to order from another retailer. If they could make up the difference in the price, I'd be satisfied.
This was not a pleasant experience, and I will not be purchasing anything through Buy.com anytime in the future. I'll be advising my friends and family to do the same.
Screen shot of the webpage a full two hours after I made my purchase. As you can see, it is still in stock for that price with free shipping.
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