Tiger Direct Complaint - Beware!!!
BOSTON, MASSACHUSETTS -- On December 13, 2005 I ordered a Western Digital hard drive for a total of $98.98. I paid using my PayPal account, and had them use my credit card.
The hard drive was a Christmas present for my father. On December 17 I checked the status of the hard drive online, not having received any email about it shipping. The status was that it was backordered.
I called the 800 number given on the Tiger Direct Web site and waited in queue for 25 minutes before reaching someone. I was informed that the hard drive was expected at the end of the month. I cancelled the order and was told my money would be refunded immediately. (BTW, I got a Seagate hard drive from New Egg in time for Xmas. Love them.)
In the flurry before Christmas, I didn't pay attention to the refund from Tiger Direct. After New Year's I turned my attention back to the every day nitty gritty. Like prying my money out of Tiger Direct.
I called on Jan 3 to inquire about my refund. When you call the 800 number you reach their automated voice system. They never provide an option to speak to a real person. I experimented in trying to reach someone and found that if I say the words "talk to someone" you get put in queue. That day I was in queue for 20 minutes, then disconnected. I called back and hung in for 25 minutes to get to someone.
I was informed that my money was refunded on December 27 to PayPal. I had checked my PayPal account prior to my calling Tiger Direct, nothing there. I've used PayPal for years and they've always performed transactions in almost real time. But I decided to call PayPal and check.
I call PayPal, and was told nothing was received from Tiger Direct. They give me another number to call at Tiger, but it reaches the same voice system. This time I decide to use the ordering something option and see if I could get a real person sooner and take it from there.
Well, I did but I ended up on the phone for another 45 minutes between being in queue and being transferred - before reaching someone who was supposed to help me. What a rude jerk. This is still all on Jan 3.
The guy tells me that my money was refunded, but since I'm complaining they'd start the refund process again. I questioned that strategy and tried to get a supervisor. I was told speaking to a supervisor wasn't possible and that this was the way it worked.
Basically that I was a jerk and my money (supposedly already refunded) would be refunded in 24 hours. I asked for a direct phone number to call back if I didn't get the money. He gave me a number and an extension.
I then went onto PayPal and filed a dispute for this transaction. I have filed a dispute with the credit card company, and I have filed a complaint with the FL BBB (which Tiger does not belong to.) And I'm posting complaints to forums like this.
I have given them a couple of days, and checked PayPal today, Jan 9, 2006. No money. I called Tiger Direct again and tried the extension Mr Jerk had given me. Guess what, it didn't work. What a surprise!
I called the 800 number and got through to Cinnamon in less than 15 minutes! Woohoo!
Cinnamon told me that she would start the refund process and send the request to the one person who handles PayPal transactions. The refund would take 3 to 5 days. I questioned her about the process supposedly already started on Jan 3, and why that didn't work out; and for that matter why the supposed refund of Dec 27 didn't work. Cinnamon didn't know and had no record of my other calls.
According to Cinnamon, the way the process works is that they refund the money to PayPal and PayPal is then responsible to let me know they have it. Aaah, yeah. I know that. My problem is that the money is not getting to PayPal. It's been almost a month now. Well, Cinnamon didn't want me to speak because obviously I didn't understand how the process worked.
I think I do. I think that Tiger Direct, just like Overstock.com, just likes to get money - they don't like to provide the product or give you your money back.
So it'll be interesting to see what happens as a result of all disputes and complaints I've filed. And I'll keep calling Tiger Direct, just to see what they come up with next.
PS. Don't buy from them.
**** update 1/10/2006 *****
I have been informed by PayPal that my money has been refunded. So, it took a little over 3 weeks to get a refund that should've happened within days. On top of the delay is the sheer frustration of dealing with Tiger Direct customer service. If I put a dollar amount to the hours spent on them, I squandered more than the original hard drive cost.
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