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...

[blergedandlawyered]

I'm sorry you lost your stuff That's quite a bummer. May I ask why your card was cancelled? Was it due to a Fry's fraud alert or something else?

As to the rest of your post, I guess YMMV with that one. My payment method was declined (bogus fraud charges from Chase -- again) and I called them about it. They were ready to change my payment method right then and there, but I didn't have another card, so I couldn't, unless I wanted to do check/money order. I did have to cancel my order in the end, but the card went through once they tried it on their end and they price matched everything. It was all shipped later that day. It sounds like you didn't get the best customer service reps - the ones I talked to were quick to try and work out the problem.

[Risahawkeye]

I am still looking into how that card was compromised. I had used it online for some purchases and there was an attempt to use it at a service station out of my state. It was one of two credit cards compromised. The other card I had not used in a while so I am trying to see what site I used it on. It has been over a year since I used that one so it is taking me some time.

I appreciate the financial institutions keeping an eye on the card usage. It was not deliberate on my end thieves accessed my payment information. This is why the issue was so frustrating.

I used my Amazon visa at Target during their breach. Chase notified me they were sending me a new card as a precaution and that my current card would expire soon. This was fine except I had a pre-order with Zavvi for the Frozen Steelbook. I did contact Zavvi with my concern and was informed that while I could not change my payment I would have to wait until my order went through, have the payment declined, and then I would be able to change my payment.

While concerning, Zavvi at least provided me an option Fry's failed to do.

I have been asked to email their customer service with what happened after posting to their Facebook. I will later on.

[starbucks1222]

I went through this with Frys at the beginning of year (because of the target situation and chase sending me a new card) It was a nightmare getting them to honor the daily deal price on the computer bag that was dirt cheap. In the end they did take care of me but it took a Facebook post on their page to get the ball rolling with a higher up rep.