Complaint Review: Buy.com - Internet

Buy.com advertised that if you applied for a Buy.com credit card and used it, your first two orders with them would each be discounted by $15. When I made a purchase with my new Buy.com Visa card, there was no mention on the discount. I sent them an email pointing this out and this is what ensued:

From: ME To: [email protected]

Subject: Coupons and Gift Certificates

Date: 2 August 2006

I applied for and received your Visa card. Why doesn't the $15.00 discount on my first purchase appear when I check out?

* * * * *

[email protected] to me

Aug 3

Hello Kenneth,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #XXXXXX.

As per our records, the coupon #XXXXXXXX has been applied on the item #XXXXXXXX. The price for the item #XXXXXXX is $59.99. Since coupon #XXXXXXX has been applied on the item, the order total is $44.99.

Feel free to contact us for further queries.

Sincerely,

Veronica

Buy.com Customer Service

www.buy.com

* * * * *

Kenneth to support

Aug 3

Dear Veronica,

The following was copied directly from the checkout page for this order:

Items $54.99

Shipping & Handling $7.35

Tax $0.00

Total $62.34

When I tried entering the Promotion Code # you mentioned in your email (#XXXXXXX), I got the message:

"We're sorry, but this promotion code is invalid. If you find this code is correct, please email our customer service at [email protected] ."

You don't make it easy do you?

I'm really getting annoyed.

* * * * * *

[email protected] to me

Aug 3

Hello Kenneth,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #XXXXXXX

The coupon #XXXXXXX (receive $15.00 off your first purchase using your Buy.com Visa Card (Must spend a minimum of 1 cent on your Buy.com Visa Card). Use link provided buy Chase or Buy.com ) is already applied on your order.

We thank you for your patience in the matter.

Sincerely,

Alvin

Buy.com Customer Service

www.buy.com

* * * * * * * * *

Kenneth to support

Aug 3

I'm sorry. I didn't know I was dealing with people who were suffering from head injuries. I will try to use small words.

This is my receipt:

buy.com

This is your receipt. Please print it for your records.

Order #28763571

Placed Thursday, August 03, 2006

Payment Information

Visa Card

Last 4 Digits: 7XXX

KENNY GXXXXXXX

XXX EAST XXX

NEW YORK, NY XXXXX

XXX XXX XXXX Shipping Information

Sku Product Qty Unit Price Total

201887154 COOLMAX 3.5 SATA+USB FW ALUMINUM EXTERNAL ENCLOSURE

1 $54.99 $54.99

If you have any questions about your order, please visit our Help Center.

Please print this page for your records.

Continue Shopping

Subtotal $54.99

Shipping & Handling

(Standard: 3 to 5 business days) $7.35

Tax $0.00

Total $62.34

We will immediately begin reviewing your order. Your order will not be shipped until your payment is verified. In some cases, this may delay shipping. Please read our Order Acceptance Policy for more details.

Remember, you can always track your order online for up-to-date order status.

buy.com

This is your receipt. Please print it for your records.

Order #XXXXXXX

Placed Thursday, August 03, 2006

You did not subtract $15 from the total the way you promised you would. Please do so or I will post this entire correspondence (sorry for the big word--it means the emails we've been sending each other) on the internet and everyone will laugh at you and people will stop shopping at your web site.

Thank you.

* * * * * *

[email protected] to me

Aug 4

Hello Kenneth,

Thank you for contacting Buy.com.

This is in reference to your email regarding order #XXXXXXX.

We apologize for any inconvenience, however, as per our records the coupon #XXXXXXXX has been successfully applied on this order. As you are concerned about this coupon, we suggest you to contact us via telephone so that we can assist you in a better manner. Our Customer Support Department is available via telephone 24 hours a day and seven days a week. Our toll-free phone number is 1-877-780-2464.

Please contact us with the questions you may have. Your satisfaction is important to us.

Sincerely,

Warren

Buy.com Customer Service

www.buy.com

* * * * * * * * *

I called the Support number. A man with a a thick Indian accent told me something or other. I asked for his supervisor. After 25 minute on hold a woman with a light Indian accent told my discount "would be coming by email."

"What's coming by email?" I asked. "A coupon for my NEXT purchase?"

"Yes," she said.

"But the ad promised that I would receive a discount off my first purchase."

She claimed it didn't. I asked her to show me where it said that and we went to the web site. She explained that the promotion had changed since then, but that she "was not lying to me."

Kenneth

New York, New York
U.S.A.

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