Complaint Review: TigerDirect.com Euless TX - Euless Texas

My letter disputing this company's charge:

On 11/23/14 I purchased a Samsung UN65HU8550 65 in TV from TigerDirect, Euless for $2487.57 (2297.99 + 189.58 tax.) I have spent a great deal of time researching this TV and am quite familiar with its performance and features.

After initial setup I noticed significant problems with this TV, specifically flashlighting and clouding – a condition where the uniformity of the backlight is defective. It is caused by not diffusing properly the backlight across the entire screen and can only be detected if the set is powered on. On 11/25/14 (two days after the purchase) I carefully re-packed the TV and returned to TigerDirect, Euless to request an exchange or refund.

I was advised that the TV I purchased was the last one in stock and the only one left was the display model. I then requested a refund for the defective TV. I was told that a refund would be issued, but a 15% “re-stocking fee” would be charged. I responded that not only was I returning a defective TV, but TigerDirect’s on-line return policy clearly states that a restocking fee will only be charged when the following conditions are not met:

 “Returns must be in a "new" resalable condition, including all manuals, components and accessories, and in the manufacturer’s original packaging.”

(Return policy can be found here: http://www.tigerdirect.com/sectors/help/return.asp)

Clearly, the TV was returned in EXACTLY the same condition received, to include ALL original items and packed in the exact same manner as purchased. Additionally, the only reason I was returning the TV was because the set was defective and no exchange was possible. I was advised by the TigerDirect employee that it was “only my opinion” that the merchandise was defective. His conclusion was drawn without actually powering on the returned set or inspecting it in any manner! He also indicated that his store was not bound by the company’s on-line return policies.

At this point I contacted American Express to request assistance and was advised to accept the 15% re-stocking fee and file a dispute with American Express.

Therefore, I am formally requesting that the $344.70 charge ($2487.57 - $2142.87 credit) be reversed. I have fully complied with TigerDirect’s return procedures - a return that was ONLY initiated because the product was defective and TigerDirect was unable to provide a replacement.

Cover letter to store:

While I fully complied with the return procedures outlined on the web site, the store refused to examine my return for any defects and flatly denied my request for a complete refund. All items were carefully re-packed and all contents were returned in as new condition in the original packing materials.

I have since researched the Euless retailer’s reputation on-line and found numerous complaints ranging from rude service to improper return/exchange transactions. Not only was I treated rudely and completely ignored when I requested that my return be inspected for defects – I was charged $344.70 for the hassle of carefully examining, testing, repacking and returning a very expensive item from a local retailer.

Rest assured, I will never shop at any TigerDirect store again and will encourage anyone I know to avoid TigerDirect, Euless in particular