I have ordered from buy.com for several years. I recently ordered 3 xbox 360 games, 2 came but it stated 3 were shipped. I emailed them, the automated response says you will have a response in 10 hours but if it has to be researched it could take 48 hours, I have since emailed them 5 times with absolutely no response. They apparently plan to keep my money and my game. I have asked for the game or a refund and have gotten neither and have not gotten a response. They do not have a published address or phone number, just an email address. From reading other complaints it appears that they do not provide customer service only the illusion of one.