MIAMI, FLORIDA -- On May 12th, I placed an order with TigerDirect.com for a refurbished printer, a refurbished MP3 player, A Micro SD card with adapter and a cable (USB) for the printer. I received shipping notification the next day, with a total of three Tracking Numbers for UPS. Although it seemed a bit odd to me that TigerDirect would ship two separate 1 lb boxes for a small MP3 player, 6-foot printer cable and Micro SD card with adapter.
Now comes the part where things really get interesting. On May 18th, I receive one large box, obviously containing the refurbished printer. I question the UPS Delivery man very closely, telling him I am expecting *multiple* boxes: one large and two small. The UPS man tells me there is only ONE package on the truck for me -- that he is certain of this. I ask again if he is quite sure there are no smaller boxes that might have been overlooked and he assures me that this is the only package for me that he has received.
He requests that I sign, which I do, thinking that perhaps the other items I'd ordered might have shipped separately and would arrive the next day, or may have been packed in with the printer. The first thing I do, before opening the printer box is to check the Shipped Order email -- and am quite astonished to find ONE tracking number has been applied to the ENTIRE order. I open the printer box and check everything very carefully. Contents are the printer, cartridges, phone cord and AC adapter, manual, software installation CD and packing materials. The other three items ordered which, with shipping, come to a total of about $50 US are nowhere to be found.
I immediately contact TigerDirect via telephone and speak with a tech named ** who tells me "UPS probably has the rest of your order, or there has been some sort of mix up". He sounds very nice, very helpful and tells me he is contacting "the Department which handles these things." I ask him how long it will be before the problem is resolved, as I need the cable in order to test or use the printer. He assures me that the matter will be investigated and I will be contacted "in three to five days".
I or my partner take turns watching for the UPS truck, which never arrives. I let a full week go by and contact ** at his extension. His attitude with me is now quite different. He takes a cavalier tone and tells me "UPS says they delivered your entire order." I tell him that I am not a liar and furthermore, that this does not appear to be the fault of UPS. I become less than friendly with him and inform him that I am sitting here with a printer that I am unable to use without the cable I paid for and never received.
The player and SD card were meant to be a gift for a friend's birthday -- which occurred five days ago. ** informs me he will "expedite" the process and is contacting the department "that handles these things." I ask ** if I might speak directly with someone in the department and am informed that "no one in the department speaks directly with the public."
I tell ** that I want an ETA for when I will be hearing back from TigerDirect and when my other merchandise will be received. He tells me he will call me back or I will be contacted in email. I ask him when I might expect that call or email. He tells me on Thursday or Friday, at the latest. I received neither. It is now early Monday morning (Memorial Day) and I sent complaint information to Tiger Direct when I sensed that ** was being less than honest with me.
I forwarded the Shipping email I'd received on May 13th and pointed out that two of the three tracking numbers not only indicated that some items had never left the warehouse, but somewhat mysteriously the tracking number associated with the printer would indicate (by weight) that one of the missing items would be the printer.
If I were a dishonest person, I'd tell them my printer had never been shipped -- the UPS tracking numbers indicate that Billing information had been received from the Shipper but what was associated with the tracking numbers never left Tiger Direct's warehouse.
I point this out clearly in my letter of complaint and sent a politely insulting letter inferring that I have received the entire shipment and am a liar and a thief. I send this letter back with comments requesting that someone with intelligence and logic actually track two of the three Tracking numbers, which *still* (now May 31st) indicate the remainder of my shipment is sitting in a warehouse. $50 may not seem like a lot of money, but when I order and a business takes my money, I expect them to ship my order rather than giving me a run-around. To date, I've received nothing but an auto-answer to the last email I sent.
The next step I'm taking is to contact the Florida BBB, who has had many complaints about Tiger Direct. And so, I urge the person who ordered two laptops and only received one to retrieve the original Order Shipment email and take a good look at the tracking numbers. This is Tiger Direct either being utterly inept or running a deliberate scam on consumers.
The UPS information is clear proof that it was not UPS who dropped the ball. One way or another, I will either get all of the merchandise I paid for, or TigerDirect will refund the balance of money owed to me. They have lied to me, cast doubt on my character, ignored my request to review and resolve the obvious problem caused by claiming to have shipped under three different tracking numbers while using only one and applying it to the entire order and failed to deliver on any of their "promises".
In any case, I used to think positively of TigerDirect, but now cannot recommend this company to *anyone* and, once this problem is resolved, will never order from them again. It is not such a bargain when you are ripped off for $50 or even $5.00, let alone hundreds of dollars. This company needs to be taken to task. I have kept my original "Shipped Order" email and downloaded all that data pertaining to the tracking numbers. Had I known what sort of questionable practices TigerDirect was known for, I would have refused delivery of the printer and demanded my entire order be fulfilled before signing off on *anything*.
MIAMI, FLORIDA -- I called Tiger Direct to purchase a laptop. I gave the sales person the minimum specs required for my needs. Unknown to me, they sold me a laptop that did not meet my specs. Additionally I was told the graphics card was upgradable and today they told me it is not. TWO LIES. I contacted customer service and was told nothing could be done. Unacceptable.
After spending $36,000 at TigerDirect, giving them chance after chance, this time they really did it! I purchased 5 top of the line laptops this year alone. The last order before this one, a Toshiba at a cost of almost $2000. The laptop was a different model than I ordered, and came with a broken wireless network adapter. I am a computer engineer at the highest level so fortunately, I can diagnose my own problems. I also paid for a warranty that I never received, and after calling, they removed it from my invoice. My evidence is in my credit card statements.
The other day was my birthday and awaited delivery of the top configured Toshiba Qosmio (the 505-880 model) with a total price of $2100. The box came beat up, and when opened it was not wrapped like Toshiba typically does. I turned it on, and no setup or anything. I went to the log, and saw that Windows was already registered and had been getting regular updates for a year, and there were many boot failures dating back all the way to a year. I contacted TigerDirect and they hung up on me 3 times, and gave me a UPS return label to an address no longer in existence.
The one manager **, told me to never call back again, that I was not a Ph. D. in computer science, which I am, and they weren't going to give me my money back nor would they let me speak to the sales manager, ** (in charge of all other managers). After all the money I spent with them, I had never been so disrespected. I will be taking them to court in spite of if they refund my credit card. I contacted Microsoft and Toshiba, both in shock. They are a complete fraudulent company. Date of purchase 6/11/2010.
MIAMI, FLORIDA -- Thank you for responding - it is my intent to not waste any more time than the several hours that I have already in attempting to correct this matter. Your offer of returning this is generous but I have spent way too much time on this matter already and I am not wasting any more of my time for this $18 fiasco.
Secondly, this offer that was advertised disappeared within 24 hours of my purchase. So you folks permitted this company to advertise something that no longer was available - thus deceiving people - and thus is why I bought these duffel bags. It is one thing for a company to ceases their promotions but to do it within a 12 hour period of time is almost amazing in the timing. Had I known that I would not get the $30 discount for my next purchase I would not have bought the $18 duffel bags. That was the bargain.
I am going to go on Social Sites and I have checked with the Better Business Bureau. It appears you folks have several hundreds of complaints on file. So I shall deter folks from making the same error that I did with these third party discounts. I do understand things change, but your staff was rude and abrasive and the ad should have been pulled not advertised if it was not available. The least your firm should do is honor the $30 discount in lieu of the unusual circumstances.
Respectfully - to go and spend more time on this matter is ludicrous. After being on hold for an hour on 2 occasions and then speaking to someone so abrasive it really isn't worth doing business with such an insensitive firm to their customers. So thank you but no thank you. I will just communicate to future consumers my experience and possibly sway them from having a bad experience as I have had with your firm. Thank you - a very Unhappy Patron.
MIAMI, FLORIDA -- I'm sorry, but have not had a very good buying experience on my first purchase from TigerDirect. I placed an online order for a digital clock on 8/4 was processed on 8/7 and shipped on 8/14, I know sometimes there is a lag in processing but 10 days after the order was placed. When the item arrived (8/20) 1. Was packed in a plastic shipping bag with no bubble pack around the item. 2. The digital read out was not working correctly (might be due to damaged box, so obviously banged around during shipping).
I reported this to TigerDirect that evening, had to wait till end of week for RMA #. Took some time off of work to send the faulty item back on 8/26 and the vendor received it on 9/3. I just sent an email to TigerDirect asking when they will ship my exchanged item. They did not give me an eta, at that point I requested a cancellation and credit back on my visa card this morning. Have not received any reply back, it is currently a month since I placed the order and the transaction has not been completed yet. So this little order which Amazon, Newegg and Rakuten would take care of in a matter of a week or two (ie: shipping and deal with a return).
They also ship the exchange with a return shipping label so you just put the faulty unit in the box and place the label on it and ship. TigerDirect, you have to wait for an RMA #, ship it back. Then wait till they receive, then they ship the exchange. Amazon, Newegg and Rakuten have nothing to worry about in regards to TigerDirect as a competitor. Speed of service is poor and customer service responds but really does nothing. Oh well live and learn, never again will I deal with this mom and pop shop.
Update: TigerDirect has just responded to my request to cancel the return/exchange and credit back to my visa card.
We are terribly sorry for the bad experience at our retail stores and would like to make this right for you. Please contact us at firstname.lastname@example.org at your earliest convenience and we'll make sure you're satisfied with our service. Once again we do apologize for this experience.
FLORIDA -- Purchased 20 desktop machines in the last 3 years from TigerDirect. We gave over 10 references to other companies about their machines and in total gave them over $10,000 of business. I called today for the first time regarding 2 of my machines purchased 13 months ago together on the same order simply did not turn on because of some faulty equipment. We are a small company so calling tech support in the middle of your work day is not easy unless it's urgent. After 40 minutes on the phone with the support staff, I was transferred to **, the supervisor.
Simply put he said nothing personal but "we can't help you since you are calling 20 days after the warranty expired." I've been a customer for over 4 years now and always purchased all my machines from them without promotions or coupons. I felt really hurt that companies like this exist where they would give a crap about customers. I told him "I will pay you money if that's what you need, because that's all you care about," and ** specifically said "No, it's not about the money".... at the end of the conversation, he told me the amount needed to charge and I told myself, it's always about the money for these crooked companies.
I told the supervisor that I will go out of my way to let the world know about this service and needless to say I regret purchasing every single piece of equipment from your company. I hope this complaint gets read by millions of people and hope this company goes under real soon. There is one unwritten rule in businesses, do not mess with die hard customers who will go out of their way for you and out of their way to not be with you.
I recently purchased a hard drive from these people and it was defective. Purchased 11-16-09 received about 1 week later I left for vacation and when I returned and installed the drive within 3 weeks the windows detected bad clusters, the drive was bad. I called the drive manufacture and they suggested I call the place I purchased it from because or I will have to pay for shipping and special packing material to return it for a warranty replacement. So I called TigerDirect and they said: "It's been past 30 days so we can't help you, all we can do is refer you to the manufacturer. (Western Digital)"
When I explained about the shipping and packaging cost they said "we can't do anything about that." I asked to speak to a supervisor and was told "the supervisor can't help you with that issue either." So I said "I want to speak to them about their policy" and was again told "they can't help you with that issue." So I said "I want to talk to a supervisor" and they asked "for what reason?" I said "to file a complaint" and they again said "they can't help you with that." I said "in other words you are not going to let me talk to a supervisor are you?" And she said (**) "They can't help you with that issue."
I again said "can I speak to a supervisor yes or no?" And again was told "they can't help you with that issue!" So I guess the answer is NO. I was told to email or write a letter to them "go to our website and click on contact us then support." I did and what do you know there's no option for filing a complaint. I guess complaints are not of any importance to this company.
I even looked up the corporate office number and was lucky I found it 305-415-2200 and called and asked the operator for the email of a person to file a complaint and was told to hold on and was rudely transferred to a computerized voice mail. I left a message will see if anyone calls back my guess is probably not. I will never buy anything from these people ever again and I will let all my friends know how bad there service is..
MIAMI, FL -- My husband and I bought a computer and a warranty that included in home repair from TigerDirect. During the warranty period, the hard drive went bad. We called TigerDirect and they referred us to Bankers Warranty Group for repair. Bankers Warranty Group referred us to Capital Computer Service for repair. They gave us a phone number for Capital that is non-functioning.
After many weeks of calling both TigerDirect and Bankers Warranty Group, we still don't have our computer repaired. People from both entities repeatedly told us they would call us back and didn't. We are now forced to have the computer fixed on our own. All that money down the drain. TigerDirect used to be a reputable company. Now they sell bad computers and warranty services that they cannot provide. I used to recommend them to friends... now I say stay away from this company.
TORONTO, ONTARIO CANADA -- I recently purchased an Acer 8940G notebook computer for $1400 from TigerDirect.com's Canadian outlet located on Woodbine Avenue in Markham, Ontario. While comparing this model against a similar one manufactured by HP, the salesperson told me that the Acer product was better and I took his advice.
I got the computer home, turned it on, and immediately noticed that the screen was displaying strange characters and the computer was crashing frequently. Windows 7 produced an error message advising me that the display driver had stopped responding and the system would freeze. I packed the system up and took it back to the Markham store to demand an exchange or refund. The salesperson at the store offered me an inferior product because they were out of stock of the model I had purchased and told me that to return the notebook I would have to pay a 15% restocking fee, even though the computer is defective.
I complained and the manager had a technician look at my system. The technician told me that there was nothing wrong with the computer but it was a Windows problem and I would just have to wait for Microsoft to release an updated display driver. The technician further went on to imply that I should have expected problems since I bought a system running Windows 7. Frankly, I don't care who's fault it is, I bought a computer which was supposed to work correctly and it doesn't. Acer does not offer a driver for this computer which supports Windows 7 and TigerDirect ripped me off. Don't let it happen to you. Avoid TigerDirect like the plague.
I purchased a Gateway computer from them on August 29, 2009. It arrived within a week. After getting it all set up I was so happy and then turned it on and it DIDN'T FREAKING WORK!!!! Had to schlep this two 3 avenues in New York on a roll cart (not fun) to send it back. They wouldn't send another until it was received. I then get a notice it was received and another will be shipped. Then another notice that it's on back order. Then another notice it will be shipped on Sept. 14th and then another on Sept. 18th and then another on Sept. 24th.
On Sept. 21st I got an email that it is cancelled because they are not making them. In the meantime they have not refunded me the money so I can purchase elsewhere. BEWARE of this company and don't order ANYTHING from them. They are completely ridiculous and don't seem to care that I've spent thousands in the past few years. I will never use them again.