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Tiger Direct Incomplete Shipments

Tiger Direct • Defective • Damaged • Extended warranty • Incomplete shipments • Rebates • Customer service --- • Rebate advice from Tiger Direct

Richard of Lafayette NY (7/13/04):
I saw an ad on their website for a "refurbished" Emachines PC with a Lexmark printer as a "bundle" kit. When the order arrived, the printer was missing. I called Tiger Direct and was told I made an error when I ordered, although they could not tell me what I did wrong. The ad showed the item with the "order" button, which I clicked on. 2 phone calls to this company to try to resolve this proved to be futile. I even spoke to the "owner" of the company, and his attitude was even worse than that of the salesman I spoke with earlier.

Damage Resulting: A $50.00 rebate which was offered with this purchase became unavailable because of this transaction. What they offered and what I received were not the same.

Al of Big Pine Key FL (6/20/04):
I had done business with Tiger Direct for a number of years and had purchased several thousands of dollars in equipment and many computer systems. I had also returned defective merchandise without problems. Tiger even replaced a power supply after it was struck by lightning, clearly a responsibility of mine, not theirs. I was always satisfied.

But about three years ago, prior to a major health crisis in my life, I ordered parts for another system to send off to college with my daughter. The parts were sent in several separate shipments. One shipment packing list indicated a disk drive but there was none included. I called Tiger to report the problem. Nothing was done to correct it. In another shipment I received a high speed CPU as part of a “bundled package” and the CPU would not operate in the board. I called Tiger and they told me to talk to the motherboard manufacturer.

The manufacturer told me the CPU sent would not operate on their board. I again called Tiger to report the problem and tried to give them details of my call with the motherboard manufacturer. They told me I would have to talk to Tech Support. I called by long distance and was on hold for over an hour. Finally I hung up. I tried a few other times and never spoke to a human.

I ended up removing the CPU from my personal machine to install in my daughters new machine and installed a spare, but much slower CPU, into my machine. I local purchased a hard drive from Office Depot and got the system out to school with her. I followed up with both e-mails and hard copy letters to Tiger. Not only were the issues never addressed, the letters were not even acknowledged.

The following month my wife asked me about a $19.95 charge to the credit card that I used exclusively with Tiger Direct. As I did not recall making any other purchases I tracked down the charge through the credit card company. It turns out that it was billed to an adult website. I told the company the card was not used with my permission. They credited my account. The following month my credit account statement indicated a $500 cash withdrawal in Sidney Australia. I called the credit card company and they put a stop on the account and issued a new card.

Due to lack of conclusive proof, I am reluctant to blame Tiger or its employees for the credit card fraud, but my losses on the drive and incorrect CPU I do hold them directly accountable for. As a result I no longer do business with Tiger Direct. The pain of financial loss in my case was far greater than the pleasure of low price.

Candace of Colorado Springs CO (3/22/04):
I ordered an Athlon 3200/fsb 400 processor with FAN, retail box AND an Asus motherboard, also retail box. No tracking number was ever sent nor was my order acknowledged by email but on TD's website I was given a shipping date. No tracking number so I called them. After 5 or 6 calls I got a tracking number and was told 3 different dates that the motherboard would ship because it was "backordered."

I got the processor and they had sent me the OEM version with NO FAN! After many more calls to TD they refused to give me a refund saying that their OEM version and the retail were the same price. They actually CHANGED their web site to avoid conflict with me on this matter. I posted a scathing review and "Humberto" called me at home, saying QUOTE: "What will it take to MAKE YOU GO AWAY?"

He knew I had taken screenshots of their adv. of the processor I'd ordered, both the true advertisement, and the one they altered AFTER my order was paid for. Humberto agreed to refund me $40.00! After this got halfway settled the motherboard I'd ordered was found to be defective also. I had previously threatened to gather people for a class action lawsuit...THIS IS the ONLY reason I got refunds PLUS they were UNDER the impression that I had recorded EVERY single phone conversation I had with them...probably 30-40 calls.

Alan of Orchard Park NY writes (5/2/02):
On March 19, 2002 I placed an order for parts necessary to build four pc computers – i.e. Pentium 4 Motherboards, Pentium 4 processors, cases, fans, cables, etc. The salesman, Charles Schneider assured me all of the items I ordered were in stock. I also questioned the CPU fans, since on the website they only stated P4, however they were under the 478 socket category, but stated they were available in various socket types. I just wanted to be reassured by Charles that these fans are the 478 socket suited for the 478 motherboards and Pentium 4 478 processors since I questioned what was on the website, and I was assured by Charles they are compatible.

When I received my shipments the following week the Motherboards and Processors were not present. They were noted on the invoice as being on backorder. Several weeks later, the Motherboards and Processors arrived. When I assembled the motherboards & processors I noticed the Thermaltake Indigo Orb fans, Item No. T925-1020 did not fit the CPUs/ Motherboards , they were too big. I called Tigerdirect customer service 800-888-6111 and spoke to Alex or Glen (I don’t recall which) and explained that I was shipped the incorrect CPU fans, and need the correct fans as soon as possible. I was issued two RMA numbers and told it will take approximately 1 week to receive a “airbill”/Calltag to send them back.

I asked if the items can be cross shipped, and they said they will cross ship the correct processor fans, however they will have to place a hold on my credit card until they receive the other fans. I had the correct fans cross shipped, and received them the following week.

As I began assembling the PCs I noticed one of the RH32 Hard Disk Trays Item # L450-8010) was a RH29, SCSI Interface that I cannot use. I again called customer service and spoke to Glen, and he issued me an RA. He told me to package the item, ship it, and when they receive it I will be shipped the RH32 item (That I ordered, and was invoiced). I asked what to do in the meantime, he suggested cross shipping, and I told him NO, I tried that before, and I am presently at a loss.

I explained that they have placed me at a great inconvenience and loss and consumed a lot of my time and money, and I still have not received the air bill. I am not about to waste more time re-packaging the item(s) and making a trip to the post office, then paying postage. Glen said he would gladly send an air bill, and I should receive it within a few days. Within 12 days I had the air bill; however it was only for the RH29 hard drive rack. I researched this item on the web, and found it sells for $85; I paid $32.99 for the RH32. Now I can understand why I received an air bill for this item, and why they want it back!

After 10 days or so of waiting for my “airbill”/calltag for the fans I called customer service and spoke to Glen and he explained that the “air bill” will arrive via US mail within 7 days. I provided my RA #s, and I explained that it has already been 10 days. He said that it should be arriving anytime, and I should get it that week. The following week I still did not receive an air bill, so I called back customer service and I was told again that the air bill was sent and it would arrive anytime, and to continue to be patient… I mentioned to him that it does not take several weeks to receive mail via US Mail; he again assured me the air bill had been sent.

The following week, I still did not receive an air bill, so I called back customer service, and I once again provided my RA #s, and was again told the air bill was shipped yesterday. I asked why does it take over 30 days to send a calltag/”Airbill” and why was I told all along it had already been sent? The response was “I don’t know, but I am showing it was sent out yesterday, and you will receive it in the mail this week”. I told them that this was becoming quite a hassle for me calling, and having $87.96 tied up on my credit card for a mistake that they have made, not me.

He expressed his apology, and tried offering me a free 120-minute phone card good for 30 days and then tried selling me print cartridge refills. I told him I am not buying anything from tigerdirect until this problem is resolved. He continued to push the refill cartridges and I told him I just want this issue resolved. He stated again it has been shipped out and asked if I wanted the free phone card or print cartridges. Thanks, but no thanks I said, I don’t want to have to call back again.

Another week has gone by and I still have not received my air bill. I called my salesman, Charles Schneider and received his voicemail, provided him with my invoice #’s, and asked if he could promptly resolve this issue, because customer service has not been able to take care of this matter, I also included my name, and phone number as well. It has been 5 days, and I still have not received an air bill, nor a phone call or even email from my salesman. I called 800-888-4437 and asked for a supervisor. I was asked what the problem was; I stated that I need to speak to a supervisor, now. He asked for my invoice #s, I provided my invoice #s, I again asked for the supervisor, he said the supervisor is not in. I asked for his name, he said his name was Padros.

I provided Padros my RA #’s for the fans, and explained they shipping the wrong items, and that I have been waiting over 30 days for my air bill. He said the air bill was sent, and I should have received it. I asked for what items, he said for the hard drive rack. I told him I had received that, but I have been waiting for the CPU fan air bill. Padros suggested that I place the CPU fans in that air bill, and I told him I was issued separate RA#’s that would not apply to that air bill. The RA issued with that air bill was for the hard disk rack RH29. Padros then said the RA#’s I provided cannot be returned since it’s after their return period, and that they do not issue cash refunds. I explained that I was cross shipped the correct fans, and paid on my credit card and have not received my air bill to send back the other CPU fans. He explained it was after their return period.

Now I understand the way you do business, wait after the return period so the customer is stuck with the merchandise. I was then placed on hold for 45 minutes, and then “disconnected”. I am uncertain what procedures to follow to receive the airbill/calltag and get credit for 87.96 for 4 CPU fans, plus 32.99 for the hard disk rack.

The company responds; Tiger Direct always strives for 100% customer satisfaction. In the case of Alan we offered reimbursement for returned parts and inconveniences. Resolved all other issues that where still pending.

Frank of Philadelphia writes (1/24/02):
I placed an order for some computer parts. I have dealt with Tiger Direct in the past and should have learned my lesson from previous encounters. I ordered a motherboard, CPU, Computer Case and a few other little parts. The RAM I paid for never arrived and I have been trying to get it ever since only to get the same bull from the belligerant customer service reps who are just looking to get you off the phone.

The motherboard I received looks as if it was used as a tennis racquet. Scratches and dings all over the board and marks from mounting screws. It was clearly used. I have my doubts about the CPU being what I ordered. In fact I contacted AMD, the manufacturer, and they noted that the description of the processor is not consistent with the type I ordered. The Computer Case also is clearly used since I found metal cutouts already removed, dents, chips, and other physical problems. I have ordered new parts from them in the past and I have received "refurbished" parts so I should not be surprised.

As you could glean from many consumer advocacy and government agencies, this company has a history of exactly what I am stating here. I am simply asking for a refund. They won't give it to me. I want my money back as well as my shipping costs and the costs to ship all of this useless junk back to them.

Let me note that I am disputing the charges on my Credit Card. They continue to tell me that they are noting that I have refused support over and over again. This is a complete fabrication. I have tried since the day my parts arrived to receive support but they really don't have any. It's appalling. If you exchange something, it will take months to receive it and you will get the same substandard merchandise as before.

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