- Report: #1243038
Complaint Review: TigerDirect - Nationwide
Reported By:
Chris Paradise -
washington, Pennsylvania, USA
Submitted:
Updated:
-
Author Confirmed
Why?
TigerDirect
Nationwide, USA
Phone:
305.415.2200
Web:
http://tigerdirect.com
Categories:
Business Rating:
(0)
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TigerDirect SystemMax, Alex, Customer Service Bait and switch, Shipped wrong item, long phone wait, Bad customer service Miami Nationwide
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I place an Order with TigerDirect.com to purchase a power supply and computer case. I selected and paid for 2nd day shipping. The power supply was the first item to arrive, it came 2 days late, the case never came instead a day later a monitor came. I didnt order a monitor, I ordered a case. I called and waited on hold for over an hour to speak to a representitive that I could barely understand. I informed them they sent me the incorrect item and I asked them to send me the case. They instructed me that the case would take at least a week to arrive. I asked for a refund so I may order it somewhere that can send it to me faster. I was instructed that they were sending me a return label for the monitor and have UPS pick it up. This was over a span of 5 or 6 phone calls. Because no one seemed to understand what I was saying or knew what to do. The label came but UPS never did, The label was sent through the US MAIL not UPS. They sent a UPS Label. I called TigerDirect over the course of a month to arrange a pickup, because I am not able to take the item to a UPS drop Center and it needs to be picked up. Even if I could take it to a UPS drop center I shouldnt have to, they sent me the wrong item and its their responsabiltiy to return it. I made them aware of this on the phone over the course of 1 month. The items was ordered on 06//12/2015 shipped 06/15/2015 Arrived 06/18/2015 and 06/19/2015. It is now 7/20/2015 and the monitor is still sitting here. I called TigerDirect last week to inform them that It is still sitting here waiting for pickup. They instructed me that they need to send a new label. That label came the same as the previous one. By US MAIL for UPS pickup. Today 7/20/2015 After waitning on hold for over an hour and ten minutes and getting hung up on after asking for a supervisor, I called their corporate office and asked to speak with someone concerning this matter. I was coneccted with Alex; I explained the situation and he scheduled 3 pickup attempts. I explained with all the other pickup atempts what happens if and when UPS still doesnt come or comes when I am not here. I stated I knew the law set forth by the federal trade commision; that if you receive the wrong item and give the company 30 days to collect their item it is considered a free gift. It is the companies responsability to get that item back. Alex told me not to assume anything that the laws were vague.
Past supervisors and rep's have told me if the item is not recieived back within a month they are going to bill me for it. The order I placed was with my customer who used their card to purachse the items.
This is where we are at. I have been bait and switched, experienced poor customer service, Been treated like a criminal for them sending me the wrong item, been told not to assume that I know what the law means when I read it off of the federal trade commsions website and that if I wanted to assume the law then I should get an attorney to handle the matter. There are other companies that sell and stock computer parts and items, They are not the only one. They maybe the biggest but how long will that last with how they are treating their customers.
2 Updates & Rebuttals
Not resolved
#2Author of original report
Mon, July 20, 2015
First, the $20 gift card did not work when I tried to use it. I called and the rep said they are not sure but it should work. And I don't care about the meaningless $20 gesture that doesn't compensate me for my time and lossing a customer because your incompententence. Second, a refund was issued because I needed a case not a monitor. I ordered a case not a monitor. What is resolved? The monitor I ordered is still here. And if UPS came to get the package it would be gone. It's not. It's still here. No notice was left at the door that they came And missed me. Is UPS lying or is tigerdirect? Third, I don't want your monitor. Sure its a nice product but your forgetting I didn't order it, you sent it to me. Of course I wanted my money back for the item I didn't get. You had the US mail bring me a ups label maybe if UPS brought it then this thing would be gone. Tigerdirect acts like this is my fault and why should I be upset. I paid for a new case out of my own pocket the refund was back to the customers card. I basically paid to do the job. And now I lost a customer. I'm not a large corporation where losing a customer means nothing. But maybe if you lost enough of them you would understand. Should I send you an invoice for storaging your product over a month? Tigerdirect credit that doesn't even work is worthless to me. I didn't order those parts for myself I ordered them for my customer so I can feed my family they can't eat the monitor now can they? What can you rebutt? Nothing. Your at fault. There is no reason this monitor should still be here. I shouldn't have to take it somewhere to be dropped off to UPS. Do you expect me to drive this back to your warehouse?
Tiger Direct
Miami,Alabama,
USA
TigerDirect Reply
#3UPDATE Employee
Mon, July 20, 2015
Dear Tiger Customer,
I want to personally apologize to you for the negative experience you have encountered with this purchase. Please note that per our records when you first called us about being shipped a monitor instead of your case on 6/18, the following day on 6/19, a full refund was issued for the case purchase price. We have also twice requested a UPS pick-up to be sent to your home and per the tracking numbers, we are seeing that UPS attempted the pick-ups but were not successful in doing so. In addition to this, on 6/18 our phone representative took it upon himself to send you a $20 gift certificate for the inconvenience that this had caused you. We also offered to send you an advance shipment without charge of a replacement case but you requested a refund instead. As mentioned above, it was processed the following day.
Yes, we shoud have answered your calls quicker and we are working on improving that and I apologize to you for that. Also, we should have sent you the correct item you ordered in the first place but it was an error and we worked quickly to resolve the issue.
I understand your frustration and I am very sorry that you feel that this was a bait and switch. We most certainly did not intend to bait and switch you and we did not sell you or advertise a product and ship you an inferior item instead. We simply picked the wrong item, a completely different item and shipped it to you in error. We immediately offered to pick it up, refund you for your purchase and sent you gift card in addition to that.
Per our records, I'm seeing that one of our call center supervisors spoke to you today, has arranged additional UPS pick-up attempts and we will make sure to follow through and confirm with UPS that they pick up the item at your address tomorrow. Perhaps if we would have known this was going to happen and followed-up on it the first time, this would have resolved the issues above. Again, I am very sorry that we placed you in this situation, it was certianly not our intention. Please feel free to contact me directly if you have any further questions or concerns @ [email protected] .
Best regards,
Roger Insua
TigerDirect
