Beware off these companies. TigerDirect, CompUSA, Circuit City, Global Industrial, Nexel, Misco, Infotel, Global Computer Supplies, Inmac WStore, SpeedGifter and Worldwide Rebates All these names operate under a company called Systemax, Inc.
CompUSA and Circuit City were consolidated with TigerDirect
in 2009 and 2012.
We cannot see that there can be any deference in operations in any of the above affiliates as they are all owned and operated by the same company Systemax, Inc.
This post is about our nightmare with TigerDirect, I will explain in this post the details of our ordeal with them and the outcome.
First off our company is a computer system build service, we provide companies with high end hardware to perform high end task like everyday workstation programs to high end graphics design, medical lab screeners and other software. We do not build gaming, or retail systems.
We recently purchased 2 items from TigerDirect
totaling $5,218.76 this was our first experience with TigerDirect
as we usually deal directly with manufactures, we placed the order on Friday morning April 26th at 9:00am to be exact and paid for “2 day rush shipping” remember this part for later.
Their billing department called our office at 10:52am that same day and we contacted our bank via (three way call) to verify the payment and confirm we had authorized the purchase, we confirmed the order with our bank and the service rep. we were then told by the service rep all was good and the order would now be processed and shipped.
We thought to ourselves well it will not ship till the following Monday or Tuesday the next week, we were ok with that being we placed the order on a Friday.
Well that next Tuesday April 30th we went to their website (TigerDirect) to check on the status of the order, this is where the nightmare all starts.
When we checked on the status of the order, it said that the order was placed and that it would be shipping from a third party drop shipper and we were to allow 7 to 10 days for processing and shipping and the status was marked as not shipped. (Remember the 2 day rush shipping we paid for).
We proceeded to call their customer care number to inquire about the 7 to 10 days, I talked to an Aron and he repeated the same thing we had just read online and that the shipping would be from the time the drop shipper processed the order and/or shipped it.
We explained that this order was for a client build and that we were on a tight time frame and that we were under the impression that the order would be shipped and we would receive it in a few days. He continued to say that the drop shipper is an independent and that our order would be shipped as soon as they processed it.
At this point we are a bit frustrated as you may imagine and we asked him to just cancel the order being it was not shipped at this point, he ask us to hold and then came back on and told us that we could not cancel the order at this point.
We asked him why we could not cancel the order and he told us that the order had been placed and that there is nothing they can do about it at this point, he did say that if we did not want the order to just refuse the order when it arrived and that we would get a full refund when the items were returned to the drop shipper.
Now as you can imagine we were a bit upset, we needed the two items for a client of ours so we went to Newegg
and placed an order for the exact same two items and paid for next day air a bit pricey but we needed the items. These shipped on that same day April 30th, by Wednesday May 1st the items were at our door and all was good with our client.
On Friday May 3nd the items we ordered on TigerDirect
had arrived although the status on their website still said they had not be shipped yet, here is the thing these are two items with a value of $5,218.76 and there was no signature required. If we had not been at the office the driver would have left the packages at the door and we would have had to get an RMA and had to go through the whole return process.
Well after refusing the items on May 3nd they were returned to the drop shipper and were received back in their warehouse on Monday May 6th and we thought we would see the refund of our money show up in our account, we contact their customer support again and was told by an Erin that we would see the refund in about 3 days.
Well not counting the weekend 3 days went by and still no refund so we contacted their customer support yet again on May 9th and was now told by a Martin that it would take 5 days and that the refund should be by May 13th, ok well Monday May 13th had arrived and still no refund so yet again we contacted there customer support.
This time we talked to a Daniel and was told by him that it would take another 3 days for the refund to show in our account May 17th, at this point we all got together and decided that it would be in our best interest to consult our attorney for collection.
Well I personally wanted to try one more time so I called their customer support and asked to speak to a manager about the refund, the managers name was Alex and I explained the whole thing to him and he said he had talked to Daniel and that the items were showing in there system as being returned to stock and that they did not know why the drop shipper has not processed the items for a refund.
He indicated that they were going to go ahead and process the refund and deal with the drop shipper later (like they were doing us a favor), and that the refund will show on our account in about three days. (Broken Record).
Here it is the 17th of May and still no refund, after some investigation and digging we were able to contact their so called corporate office and was insured by someone named David that we would get a full refund. We were also told that this refund would take yet another 3 to 5 more days (LOL) when we asked why it would take another 3 to 5 days we got no reply and were hung up on.
We are not sure what the drop shipper has to do with them processing a refund on a product purchased on their website but it seems that they really have no idea what they are doing.
As system builders and dealing with thousands of dollars of equipment every day our clients are our life line, it is absolutely imperative to make our customers feel appreciated and show them total respect and honesty.
Needless to say we will definitely not be ordering anything from this company in the future it Is worth the extra few bucks to insure that the items are shipped as promised, and that as a customer we are treated with respect and honesty.
TigerDirect has disrespected and lied us in more than one conversation, we have 12 Employees in our company and we had a conference with them and told them that if anyone in our company orders anything from any of the affiliates of Systemax, Inc. listed above for our company or a project working on or under our company they would be fired on the spot.
This problem has been turned over to our company attorneys and we will be seeking restitutions along with a refund of money not yet see.
Our advice is do not do business with any of the affiliates listed above owned or operated by Systemax Inc. or be treated the same way we have been treated.
Our company records and saves all calls, chat’s and email conversation for quality assurance and in this scenario we have all recorded calls, chat’s and email correspondences with TigerDirect.