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| Customer
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| Six-Month Rating:
8.97
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Six-Month Reviews: | 346 | | | Lifetime
Reviews: | 6232 |
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Lifetime Rating:
7.34 |
Average
Store: 8.12
High Average: 9.35
Low Average: 4.59 |
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7.57 |
Pricing of Products and Services |
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8.62 |
Likelihood of Future Purchases |
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8.23 |
Shipping and Packaging |
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8.44 |
Customer Service |
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8.33 |
Return or Replacement |
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address:
7795 W. Flagler, Miami, FL 33144
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customer
support email:
http://www.tigerdirect.com/contactus
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phone:
800-800-8300
customer
support:
800-800-8300
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business
hours (est):
Open 24/7 - Call Anytime
FAX:
305-415-2149
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Visa
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American
Express |
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Discover |
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Money
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COD |
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Personal
Check |
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Wire
Transfer |
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UPS
Ground |
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Priority
Next Day |
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Standard
Next Day |
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International |
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2-3 Day Delivery |
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Online
Ordering |
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Online
Order Tracking |
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Secure
Order Processing |
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Require
User Registration |
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Guaranteed
Security |
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International
Orders |
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Customer
Info. Confidential |
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Customer
Support |
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RMA
Required |
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| Reviewer: | anonymous852
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11/19/09 5:28 PM
I have purchased from TigerDirect in the past and had many good experiences, however this most recent purchase was a bit of a mixed-bag.
I was in the market for an inexpensive laptop and had selected a Gateway T-1424u that met all of my criteria. It was explicitly advertised as being eligible for a free upgrade to Windows 7 (I have screenshots from the product description page as well as various TigerDirect advertising venues). Unfortunately, this turned out to have been a mistake on the part of someone in marketing or web site maintenance. Even more unfortunately, that was a large part of my evaluation in determining which computer to purchase (and from whom).
I called TigerDirect and was eventually put in touch with supervisor Rick (ext. 5836). He was very courteous, and informed me that while they could not offer me the free upgrade (as that promotion was being handled by a 3rd-party) they could exchange the computer for another similar model which actually DOES qualify for the free upgrade. We selected an appropriate replacement and I was immediately provided with a return label. I shipped the laptop back on 09/30/09 and it was received and verified on 10/07/09.
Unfortunately, there was yet another problem. Between the time that we determined a plan for resolving the situation and the time that the computer was received and verified by TigerDirect, they had sold all the computers which we had agreed upon as a replacement model. I was put on backorder and I was not notified until I called for a status update on 10/10/09. I was told (by "Jay") that it would be about 2-3 weeks before the replacement computer arrived and was shipped out. By 11/02/09 I still hadn't heard anything from TigerDirect, so I called again and was informed (by "JP") that the shipment had not arrived and that they wouldn't even be able to provide an accurate estimation of arrival until the middle of November.
At this point it had been over a month since my initial purchase and there was no guarantee that I would even have my computer by December. I began evaluating my options and started looking around for other possible laptops that met my needs. Unfortunately, by this time Windows 7 had already been released and most vendors had liquidated their supply of laptops in my price range (since they were packaged with Vista). This put me in a bind as my options were now severely limited. I was able to find an acceptable computer locally on clearance (the last one in my area), so I made the decision to purchase it and get a refund from TigerDirect.
They did refund my money promptly, which was nice, but the whole ordeal could have been avoided if they had simply reserved the replacement computer for me immediately once we had made the agreement for an exchange. (I suspect that this has less to do with inattentive Customer Service and more to do with company policy though.)
I wasted a lot of time waiting for my computer and had I not taken the initiative and purchased one locally I would still be without the laptop (as it is not yet back in stock at TigerDirect).
Summary: TigerDirect has some good people working in customer service--nearly everyone I spoke with was polite and helpful--but I got the impression that Customer Service has very little authority in handling problems that are outside of the ordinary. I would like to thank Rick for his attempts to resolve the situation in a more satisfactory manner, but this particular experience was very disappointing and I will definitely keep it in mind when purchasing certain types of products from TigerDirect in the future.
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11/16/09 12:49 PM
The transaction was easy however I was overcharged $20 but they said it would be credited however when I called about the overage the customer service. rep talked me into a free security program which in fact was $69.99 but I was told I would get that back in a rebate. I have had nothing but trouble trying to get the correct forms to submit the rebate. In addition, we were under the impression it had a word processing and excel program preloaded.. when we logged on we were advised that we only had 25 uses of the program and then we would have to buy another program for $169 (windows office) if i would have known that I would have gotten a different computer that included the office program . it was very disappoiting. i went back to item and this is what it said ". It runs Microsoft® Windows® XP Home Edition, and helps you edit documents, read email, surf the Internet and enjoy your digital media smoothly and reliably right out of the box" NOTHING about having to buy additional programs. I found this statement misleading in addition to having to spend an additional $169 for word office and not being able to get the rebate forms for the $69.99 this was definately NO BARGIN. I would not recommend this place to anyone and I almost convenienced my boss to place our order for 5 new hard drives for the office from them. Can you imagine how embarrassed I would have been !!!
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11/17/09 5:54 PM
We apologize for the inconvenience,
Our records indicate you were provided with a $20.00 credit back to your account as per our Price Protection Guarantee on 11/6/2009 due to a price drop on the product the day after you purchased it.
As far as the PC is concerned, our records indicate this product does come with Microsoft XP Home Edition, which does have the capability to edit documents, read your email, and surf the internet. Microsoft XP comes pre-installed with a basic word processor called WordPad which is available under the accessories, along with the free version of Microsoft Outlook called Outlook Express. The PC does not come pre-installed with Microsoft Office 2007, this must be purchased separately for advanced editing and email programs such as Microsoft Word and Microsoft Outlook Professional.
To retrieve our rebate forms we have a Rebate Center Tab directly on our homepage. If you visit TigerDirect.com, you may click on the yellow “Rebate Center” button in the center of the page to retrieve all rebate information and forms associated with your particular order number. Afterwards you must follow the instructions on the PDF form to continue to claim for your rebate.
We hope you continue to do business with us in the future and if you require any additional assistance you may contact me directly at ernie@help.tigerdirect.com at your earliest convenience…
Regards,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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11/9/09 12:03 PM
TigerDirect does not honor their return policy. I ordered a Sony Ericsson phone and it arrived with a dead battery. I requested an exchange but they refused. Their return policy clearly states that they will replace defective items within 30 days of invoice. They want me to return the item for a refund at my cost and to order another one from their website which again will cost me shipping. So in essence I will pay shipping 3 times to get a working product.
UPDATE: I received an email from 3 different individuals at TigerDirect. None of them matched the return policy posted online at Amazon. They simply want me to return the defective item without giving me a refund on my original shipping cost. The person who contacted me regarding my review here at resellerratings gave me a different version of how this matter would be resolved. I have very little confidence that people who work at TigerDirect communicate with each other. The last couple of emails I got came from two individuals within seven minutes of each other and they both have slightly different return policy instructions for me to follow.This review was modified by its author, Rommel, on
11/11/09 12:58 PM.
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11/11/09 4:26 PM
We apologize for the inconvenience this may have caused you, however as per our email conversations earlier it was advised that unfortunately due to accounting reasons any returns on orders that were placed from Amazon are for REFUND only.
I also advised you that your original shipping would be refunded in full, and that the return shipping for the package is pre-paid for you. If you choose to order another unit as a replacement the shipping on that purchase will also be at no cost to you.
I have already sent you the pre-paid return label as of November 9th, 2009, you should have received this in your email by now.
If you have not or if you have any further questions or concerns, feel free to email me directly at ernesto.escajeda@syx.com or you may contact me at 305-415-2201 Ext 5416.
Thank You,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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11/5/09 4:35 PM
This seller sold me a motherboard and CPU combo and did not ship the CPU because they said it was on back order. They did not notify me about the back order and I found out about it after 6 days when I recieved the rest of the items and then when I called them after spnding an hour on the phone, they told me that shipped the CPU onOct 4th!! and ground!!! In all google email updates they send me the said that they have shipped the CPU too. I lost an installation because of these guys and talked to their manager, Bridget.Willia, about it but the manger was as rude as possible too and she told me that I had to call to find out that the CPU is on back order!!!. I do not recommad this site to anybody
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11/10/09 5:07 PM
We apologize for the inconvenience,
As the bundle was advertised, the expected ship time is 3-5 business days on those products. In regards to the email that was sent to you we are currently investigating this matter with our IT Department to find out why the erroneous email was sent to you.
We have applied a credit to your account for the inconvenience and you may reference to the email I have sent you for details and instructions on how to use this credit.
We apologize once again and hope you continue to do business with us in the near future.
Sincerely,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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10/30/09 1:34 PM
Now before anything, I'm sure this is likely an isolated incident, as most reviews are quite positive. Nonetheless, as a first time TigerDirect customer, here is my story:
10/17/09: I ordered an HP Vista laptop, which was the cheapest Vista model available at the time. I needed this for business purposes so it was urgent to get the computer!
10/22-27: I got a box in the mail, however it was just a stick of RAM for the laptop. Waited a few days and still no laptop! I went online to track shipping, and it turns out they had none of the HP's in stock when I purchased. Sure were quick to take my $ but not update their product page with a simple 'Out of Stock'. First guy told me they had no clue when next shipment would come in. A day later, they said 1-2 weeks more! UNACCEPTABLE.
10/28/09: I called customer service and they got the Product Manager to swap the out-of-stock model with a 'Better, upgraded" Acer laptop as a gesture of good faith. Well I was dazzled with the talk of new added features than the model I wouldv'e got, HDMI, larger screen and W7, but that didn't last long. When I managed to get online and the tracking was updated, it turns out I was to receive a downgraded NETBOOK instead, with no DVD drive and smaller inch screen! Even the CPU was horrible in comparison, and it's obvious they were trying to slyly get rid of old stock while taking advantage of my situation. Unfortunately TD, I'm knowledgeable about PC specs and know better.
10/20/09 (today): I called in and complained about the situation, and the guy simply transfered me to a voice mail. Another poor customer service move. After several calls back, I finally got someone to cancel shipping in route, and I'm now waiting for my full refund.
I've bought ~4.5k worth of PC components from the competition this year for client builds, and will NEVER again order from TD. By the time this whole mess has come to an end, I'll have been out of a home business computer for 3-4 weeks, and there's already been problems as you can imagine running a home business with no computer!This review was modified by its author, Whitesky, on
10/30/09 2:09 PM.
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11/3/09 9:09 AM
We apologize for the inconvenience,
We will be reviewing our phone records to assure that your calls to us were handled professionally and properly.
Our records indicate we have expedited a refund for you and that was issued by management on 11/2 back to your credit card for the inconvenience.
This refund should be posting back into your account within 2-4 business days.
We apologize once again and if you are interested in any other particular model please contact me at ernie@help.tigerdirect.com so I can assist you in getting the best deal.
Thank You,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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| Reviewer: | beggerking
(5) | | User
Rating: |  |
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10/23/09 2:18 PM
on 9/28/2009 I ordered a barebone computer from Tigerdirect using ebillme (direct deposite). on 10/1/2009 I realized that even though the product shows available online, its actually partially not available (1st call to find that out). When the product (part of it) arrives, I promptly refused the product and they processed it.
On 10/10/2009 I called Tigerdirect and I was told the check would be send on 10/11/2009.
on 10/15/2009 I called again and was told the check would be send on 16th.
today, 10/23/2009, I called and was told the check was send on 16th, however I have NOT received anything in the mail yet.
very poor service when I called. reps acted as they didn't care, and when I asked to talk to manager I was put on hold for 10 min and hung up.
so now i'm out $200+, almost a month of my time, countless calls.
NEVER order from Tigerdirect again.
Edit: 10/24/2009, 1 month after ordering, I finally got my refund check, but only $181 instead of $211 I paid...
will have to call back AGAIN to get the rest of my money back.
UPDATE: 10/26/2009
call 8:39 am talked to Micheal, found out shipping charge has to be APPROVED before they send out a check (2 more weeks).
refund for memory was only send out on 10/25/2009 for whatever messed up reason they have.
HORRIBLE SERVICES, YOU ARE WARNED, DO NOT SHOP HERE.This review was modified by its author, beggerking, on
10/26/09 11:10 AM.
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10/26/09 3:26 PM
We apologize for the inconvenience,
Our records indicate that we did in fact mail the refund check on October 16th, unfortunately we cannot control the transit times to your location.
USPS and our accounting department are closed on Sundays (Oct 25). Our records indicate the remainder of your refund was actually cut on October 23rd for shipment, we apologize for the confusion.
If you have any further questions or concerns please contact us at 800-800-8300 or you may contact me directly at ernie@help.tigerdirect.com.
Regards,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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10/18/09 10:53 PM
poor service, very poor packaging methods, when you try to reach someone to leave a complaint, phone gets hung up in your face. if they were not the only store that had my item in stock, i would have not ordered from this chaos group. sad enough that people do not care in the customer service department. I will rather pay more next time and/or wait a couple more days, before i give this poor excuse of an respected company another cent.
I ordered a 5870 gpu which arrived in a damaged retail packaging and was packed in a 3 x bigger package but placed all the way on the bottom of the package, why even bother stuffing some paper in it, the card bounced in the package like crazy.
other resellers would have taken a note and actually thanked a person to report improper handling and packaging.
in the end my gpu at least works. even tho the xfx box is ready for the dumpster.
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10/19/09 12:37 PM
We apologize for the inconvenience,
We will be researching our phone records to confirm that the call was handled professionally and correctly.
We will be submitting this review to our shipping department for further review and if you are unsatisfied with your product we recommend exchanging the unit with us. The shipping will be pre-paid both ways and we will assure the product is shipped in satisfactory conditions.
If you have any further questions/comments or concerns feel free to email me directly at ernie@help.tigerdirect.com.
Thank You,
Ernie E.
Customer Relations / TigerDirect.com |
TigerDirect / Systemax
tigerdirect
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