WARNING re: Buy Buy Baby/Bed Bath & Beyond Website (long but worth the read)

FirstTimePregnancy

I want to pass along a strong word of caution when using either of these websites (they are part of the same company).  Yesterday evening I attempted to place an order on the Buy Buy Baby website but found that when I entered the credit card information and clicked, "next" I was brought back to the home page and had to go through the whole checkout process again.  This happened a second time, so I tried the Bed Bath & Beyond Website....same thing.  Finally I called the 800# for Bed Bath & Beyond and expressed my concern that my credit card would be charged multiple times.  The woman I spoke with assured me that the order had not gone through, but even if the credit card payment had been processed, it would only be authorized, and the charges would drop off of my card in a few days.  To avoid further hassel, I elected to place the order with her on the phone.  After doing so, I got an email confirmation of the order and thought everything was OK.

Fast forward several hours.  My husband gets an email about possible fraud activity on our credit card.  After contacting the credit card company, we learned that not only HAD all of the orders that had supposedly NOT gone through from both websites been charged to our card, but that we now had over $1,000 in unauthorized activity on our credit card!!!  We are not sure if the woman who took the order via the phone used our information or if the websites had been hacked, but were forced to close our account on the spot. 

Thankfully, we are not responsible for any of these charges according to our credit card company - but I wanted to pass along the warning to all of you.  Save yourself some hassel and use extreme caution when ordering from either of these websites.  I will never do so again!!!

Beth1031

Thanks for the warning!  I would call customer support for BB&B and ask to speak to a manager and let them know what happened, if their site was hacked, they would want to get that fixed and if they have a thieving employee they'd probably want to know that too, if it's going to lose them business

theseaword

Agree that it was probably a phishing scam. Sorry about your night!

Tash13

It sounds like their site was hacked (same way people create fake FB log-in pages to get your account information).  I'd call their customer service back and let them know what happened so they can correct the issue.

jlthompson19

Absolutely call them. They're a huge, legitimate company, so I'm sure they'd like to be notified of this. They may even send you a gift card or something for your hassles. You never know!

G$Wifey

WOW. Great info.  I will def make it a point to only shop in store and not online.  Thanks for this alert!

Samiantha101

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

jlthompson19

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

That's dumb.  If everyone just assumed everyone else was calling, places wouldn't know when something actually does happen.  I'm sure the call intakers don't like getting the same calls all day long, but people up in corporate sure appreciate knowing when there's an issue.

Josie22

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

I've worked for two banking corps. Both wanted to hear about each incident. It makes it easier to know what happened if they have the whole story.  I would like to know were you work so I can avoid your company. That seems like a terrible policy.

Samiantha101

jlthompson19:

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

That's dumb.  If everyone just assumed everyone else was calling, places wouldn't know when something actually does happen.  I'm sure the call intakers don't like getting the same calls all day long, but people up in corporate sure appreciate knowing when there's an issue.

Dumb? No, I'd say the majority of customers are very ignorant about how debit/credit cards work. No company is going to take info from a customer and ally it seriously. We get notified from merchant data base breaches from another source. Calling is going to do nothing but waste your time and the customer service reps time. 

Samiantha101

Josie22:

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

I've worked for two banking corps. Both wanted to hear about each incident. It makes it easier to know what happened if they have the whole story.  I would like to know were you work so I can avoid your company. That seems like a terrible policy.

I work for MC. There ya go! 

allisonmarie22

You should probably also scan your computer for viruses as well. It could've very well been on your end since personal computers are much easier to invade (generally speaking) than huge corporate mainframes.

jlthompson19

Samiantha101:

jlthompson19:

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

That's dumb.  If everyone just assumed everyone else was calling, places wouldn't know when something actually does happen.  I'm sure the call intakers don't like getting the same calls all day long, but people up in corporate sure appreciate knowing when there's an issue.

Dumb? No, I'd say the majority of customers are very ignorant about how debit/credit cards work. No company is going to take info from a customer and ally it seriously. We get notified from merchant data base breaches from another source. Calling is going to do nothing but waste your time and the customer service reps time. 

If you even read the OP, the credit card company contacted HER.  Also, not only were there multiple charges of the things she tried to buy (which can easily be explained away and be dropped off when everything "clears") but there was an EXTRA $1000 charged to her account. 

You'd seriously just let it go and not say a thing to either your CC co. or the company that charged it? Just hope that it all got resolved on its own?  Most people don't have that kind of extra money laying around, but by all means, if you do, do as you wish..

Samiantha101

jlthompson19:

Samiantha101:

jlthompson19:

Samiantha101:

I wouldn't call them or your credit card company about it. Chances are they have had 3 gazillion others call them already. They don't need to hear it from another. You aren't going to give them info they don't already have. I handles stuff like this 8 hours a day. Anytime you use your card, you risk fraud. I doubt it was the lady you talked to. And chances are they didn't process your transaction 3 times but are holding the funds, which will be released just like the rep told you. 

That's dumb.  If everyone just assumed everyone else was calling, places wouldn't know when something actually does happen.  I'm sure the call intakers don't like getting the same calls all day long, but people up in corporate sure appreciate knowing when there's an issue.

Dumb? No, I'd say the majority of customers are very ignorant about how debit/credit cards work. No company is going to take info from a customer and ally it seriously. We get notified from merchant data base breaches from another source. Calling is going to do nothing but waste your time and the customer service reps time. 

If you even read the OP, the credit card company contacted HER.  Also, not only were there multiple charges of the things she tried to buy (which can easily be explained away and be dropped off when everything "clears") but there was an EXTRA $1000 charged to her account. 

You'd seriously just let it go and not say a thing to either your CC co. or the company that charged it? Just hope that it all got resolved on its own?  Most people don't have that kind of extra money laying around, but by all means, if you do, do as you wish..

No, I wouldn't just let a $1,000 be ran up on my card and do nothing, but like you said, her financial institution already contacted her and took care of the situation. There is zero need to make anymore calls to "inform" the companies about the situation. Apparently, they are aware. She can file a police report if she like. Nothing will probably come of it.  

octwed07

Samiantha -- I work as a consultant to a lot of large banks/credit issues/e-com companies, etc such as MC, Visa, Citi, Discover in developing overall online fraud/risk strategies.  I understand you get these calls all day long, but your boss would be appalled that you would ever advise someone to not call because it would "waste their time".  Believe it or not, they need to know a general count of all concerns as it helps them refine the overall process.  If the original PP has a concern, let her voice it, that's the only way companies can improve their site, security issues, etc. If you're tired of dealing with calls like this all day, then you maybe you need to get a new line of work.  

Samiantha101

octwed07:

Samiantha -- I work as a consultant to a lot of large banks/credit issues/e-com companies, etc such as MC, Visa, Citi, Discover in developing overall online fraud/risk strategies.  I understand you get these calls all day long, but your boss would be appalled that you would ever advise someone to not call because it would "waste their time".  Believe it or not, they need to know a general count of all concerns as it helps them refine the overall process.  If the original PP has a concern, let her voice it, that's the only way companies can improve their site, security issues, etc. If you're tired of dealing with calls like this all day, then you maybe you need to get a new line of work.  

 

Considering you work in the fraud strategy department, you should be aware that the financial instituon has all the customer's spending information. The only reason that any of these customer calls are "encouraged" is for their peace of mind. Maybe I'm different for the majority of people, but I don't need somebody lying to me about the importance of my call, especially when it means zero. Customers don't know how their cards are compromised 99.99 % of the time. Financial instituons usually are alerted of possible compromised cards, and the cards are usually blocked and re-ordered. Their "important" info is usually lost on deaf ears. 

cc61712

Just an FYI it wasn't their websites, It's a computer virus. My DH is a computer guy and our friends recently had this happen with their bank website, it's a virus that hides VERY well, it took him a while to find the virus but he found it and got rid of it on their computer. I would have your computer checked out BEFORE you use any more personal info online.

 

 

octwed07

Yes, it is peace of mind for the customer, but you should be logging the types of calls that come in because those counts are taken into consideration.  If you get 500 calls a day dealing with the same issue, even if you can't do a single thing about it, upper mgmt wants to know so they can address it accordingly to fix the problem.  I'm not saying your job is easy, but part of your job is making every customer feel like they're being heard, regardless if they are right/wrong, or if you can do anything about it.  

cgentile77

Hi, I work in the social media department at Bed Bath & Beyond and saw your post and am very sorry for your experience. We take this very seriously and would like to speak with you directly. Can you please email us at facebook@bedbath.com so I can escalate your issue internally and have the right people get back to you directly? Thanks and sorry again for your experience.