Fry's.com ordering difficulty.

[Risahawkeye]

TLDR: Fry's.com will not permit your payment method to change after you place an order, regardless of reason. You must re-order and risk losing the sale price, or the item if out of stock. At least Zavvi permits you to after your initial payment is declined.

[Show spoiler]I wish to share an unfortunate experience I recently had with Fry's.com. Like many others on this forum I learned of their 15th anniversary sale and sought to order a few Dreamworks titles they had on sale. I ordered online Kung Fu Panda 1 & 2, Monsters vs Aliens, Megamind, all in 3D as well as Spirit. All were listed as back-ordered and I was fine with it.

A few days after my order had been placed I learned that the card I used to pay for my had been compromised, canceled and a replacement had been issued. I called up the customer service line to inform them I needed to change my payment information.

The first representative informed me that I would need to have the order canceled and re-order the items. I was worried since the sale had ended by that time and the prices would likely be higher. I asked him why I could not simply change the payment information as with most other sites. He told me to hold and that he would look to see what could be done. He never returned...

I had another representative pick up the line about about 9 minutes on hold. She was not informed as to my situation. I repeated my issue and she did her best to resolve the issue.

While I had been on hold I created a new order but I was not able to add the first Kung Fu Panada blu-ray. I informed her of this problem and she asked me to wait to see if anything could be done. After she requested help, another Fry's rep came to assist her. As she did not put me on hold I overheard him cut her off as she tried to inform him of my issues and instead he stated that since I chose to change my payment information that there was nothing they could do. At this point I was placed on hold so I could not hear anything else.

She returned later and informed me I could not have anything done and the order had to be canceled and re-ordered. I asked her to then speak to a supervisor as I did not appreciate how that other person immediately presumed I chose to change the payment type, and that he cut her off before she could finish explaining the circumstances to him. That one item was no longer offered and despite I had an order what confirmed it as back-ordered, I was not able to have that item provided by them.

I did speak to a supervisor and informed him that I had been on the phone now for 34 min, and gone through two representatives. I did state that the second representative did a great job of addressing my concerns and seemed interested in resolving the issue but I did not appreciate how the other representative cared to handle my situation.

Ultimately I was told that their system was not set up to change payments once completed. I asked him if Fry's management was aware that their system was inferior to that of Best Buy and Amazon in which we as a customer are able to modify our order should something happen to the payment method provided.

I told them I felt punished as a customer due to the inability to modify my existing order and have it honored. I informed him then that they have lost me as a customer since I would have an easier time ordering from their competitors. I felt I had wasted 39 minutes with them on the phone.

Sadly I should have listened to the Best Buy staff that suggested I order the titles through their customer service desk where they would price match and reserve them for me when they became available. I would have had my complete order with BBY points earned. I thought giving the low price leader the business was the right thing to do...