haot11

Hao T.

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81

1 Review by Hao

1.0K Views
4/11/22
Verified purchase

I would like to preface this by saying that I have been told I would get a refund within 1-2 business days and that I would get an email documenting the refund within a few hours, although I am not sure it will happen.

EDIT: After getting promised for a refund by a manager (presumably by the name of Charles), there were no signs of a refund getting processed, and so I called back in the next day and talked to Josh this time around, who claims he was a senior representative. He says that there were no notes regarding a refund for my case, but assured me that he would talk to Charles as he had promised me for a refund and have him contact me before the end of the day. The refund did get processed a few hours later, although I never did get a phone call from Charles. In hindsight, I think Josh was also the one who offered a discount in order to not cancel the order, although that is most likely a general company policy. So if possible, I would maybe try to get a hold of Josh when calling in.

This will be a long story of back and forth so please bear with me. TLDR: the customer support is terrible especially if you are writing through email as they will run you through loops behind their two sentence replies which resolves nothing, so you NEED to call and talk directly to a person to get any conclusion. They will make promises of contacting you back, but NEVER will (both email and phone), and you will need to make the initiative of contacting them first every time. They delay communication and decisions by days, and weeks will easily go waiting just for them to not help you. If you press them for weeks, like I have, you MIGHT eventually get your conclusion as I imagine they are probably tired of me calling in as well, but the level of trust I have towards them is so low to the point where I don't even know if they will process a refund. Worst case scenario, I might have to call back in again in a few days if that hasn't been processed, and we will see what they say then.

But anyways,

I purchased a Lexar PLAY 1TB microSD card on March 14th and immediately emailed them about the wrong shipping address and asked to cancel the order, as it was sent to my billing address where I was unavailable, so my family members would have received it. To my surprise, I received a shipping confirmation within 20 minutes of the purchase and later received an email apologizing that the order could not be cancelled because it was already shipped. Okay, fine. I called them, explained the situation, and asked if the order could be cancelled, and they instead offered me a $20 discount if I were to keep the order. Thinking that I could contact my family members and get them to ship it to me for less than the $20 saved, I said okay, took the discount, and that was that. I received a notification that the package was delivered the next day while at work, so I asked my family if they had received a package, and they said yes. However, it wasn't until Sunday the 20th that I found out that the package was actually not received, because what came that day was a package for another family member and they had assumed I was referring to that.

Now the package is missing, so I contacted them about it (through email, and I think this is important), and they replied to me telling me they will contact FedEx, the investigation process will take 7-10 days, and that they will contact me once they receive an update. I was already a bit wary because I had first called into FedEX and asked for an investigation, who told me that the investigation will only take 3-5 days. But I said, okay, as long as the issue is resolved, inconsistencies are whatever.

Fast-forward a week (and I made sure it was at least 7 days), I emailed them again asking about the status because there has been no response, and this will be a continuing problem in their customer support. They said the investigation was still halfway and that they are still waiting for an update. Fine, I will wait another week, it's not a big deal.

Fast-forward another week, and I had still not received an update from them. It has been two weeks since I first reached out, and I'd imagine FedEx is probably done with their investigation already. So I contacted them again, and they curtly told me,

"Please be advised that FedEx has confirmed the delivery of the package shipped to you under tracking numbers XXXXXXX at the address requested upon checkout.
Based on their investigation, the lost package claim has been denied.
Feel free to contact us if you need anything further."

So here's where it gets worse. I contacted FedEx for the first time in essentially two weeks since I had hoped I would resolve this with BuyDig first, and what did they tell me? "We are currently processing the claim and as they had already made the claim, they are able to proceed with their lost package procedure." Confused, because I have been told the claim was already denied, I went back to BuyDig, through a call this time, and they told me that FedEx was being untruthful. Seriously? Went back to FedEx and they told me to ask BuyDig to contact them to resolve the issue on their end because they don't make calls themselves. So I went back to BuyDig and asked, and the representative said, okay I will note this down so I will call you back in 24-48 hours once I receive an update. So I waited 72 hours, an extra 24 hours just in case. Nothing.

I tried calling, but their customer service was not available at 8 PM on Fridays and had Saturdays off. So I contacted FedEx and asked about the situation, but was told no call has been made regarding the tracking number apparently. Emailed BuyDig as I had no means of contacting them otherwise, to the same representative that handled my case all this time through email, and asked him to call FedEx. He comes back to me and repeats the exact same nonsense.

"Thank you for contacting us back.
We apologize for the inconvenience this may have caused you.
As much as we would like to extend our hands to further assist you. As per investigation with FedEx, the claim has been denied as it shows that the package was delivered to the address provided to us upon checking out the order.
We would like to sincerely apologize for all the inconvenience that you have gone through.
Feel free to contact us if you need anything further. Thank you for your patience and understanding."

Doesn't sound like he has any interest in contacting FedEx. So I asked him once again,

"Could you or another representative please contact FedEx? They are requesting a conversation with you to clear this up. Thank you."

He comes back to me, and once again,

"Thank you for contacting us back.
We apologize for the inconvenience this may have caused you.
We have contacted FedEx and confirmed that this package has been delivered to the address provided upon check out. Based on the final result of the investigation from FedEx, the claim has been denied.
Feel free to contact us if you need anything further. Thank you for your patience and understanding."

So once again, I contacted FedEx again and was told, I'm sorry, we can't help you because there was a claim filed, but it was not by the shipper so it has been denied, and you need to contact your shipper to ask them to contact us. Fed up, because both sides aren't willing to help at all, I called into BuyDig yet again, and finally, I imagine the representative could hear the annoyance in my voice, I was asked if I would like to speak to a manager. I said yes please, to avoid all the time wasted from waiting for a response that will never come, and after being put on hold for 5-10 minutes, I got connected to their manager and was told without any further questions that I will get my refund processed in 1-2 business days.

Essentially, not much has happened in terms of results, and yet it took me 9 calls to them and 10 calls to FedEx (I omitted some call details as they were just minor status update checks), just to eventually get to a manager and for them to say, yeah we'll process a refund for you. And it's not like FedEx is off the hook too because they have inconsistencies with their story too that don't add up, but at least they contacted me back about the investigation process and this isn't a review of FedEx. I confirmed my suspicions regarding the company once I saw all these reviews here about their terrible customer support.

If you were to buy a product and it comes perfectly fine with no damage no issues, great. If assuming the package did arrive, it came a day after I ordered the item and is as fast as Amazon Prime, that I can recommend. However, if you have remotely ANY issues regarding your purchase, good luck trying to get support for it. You won't, and maybe if you pursue hard enough, you might reach a conclusion, but I am not sure how many of you are willing to go through all that hassle.

Long story short, I would personally avoid buying here. It's just not worth it.

Tip for consumers:
If you need customer support, don't bother emailing.

Products used:
1 TB MicroSD card

Service
Shipping

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