• Report: #1018079

Complaint Review: TMart

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  • Submitted: Thu, February 21, 2013
  • Updated: Tue, March 05, 2013

  • Reported By: doctormemory — West Hurley New York United States of America
TMart
1980 US Highway 1 North Brunswick,, New Jersey United States of America

TMart N&K Trading uncooperative, customer no service, defective, obfuscation, delay, North Brunswick, , New Jersey

*UPDATE Employee: 21699045

*Author of original report: Accept

*UPDATE Employee: order:21699045

*Author of original report: Final thoughts on TMART

*UPDATE Employee: Thank you for your attention

*Author of original report: TMart trying to correct mistake, fails again.

*UPDATE Employee: Would you please offer me your order number?

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I purchased, among other items, a Cree LED Cycling Triple Headlight with a Lithium Ion Battery Pack.
The Light is great even though it was slightly high priced at about $70.00. The battery pack would only hold a charge for about 15 minutes. It is advertised at 3 to 4 hours. I tried to contact them and finally got through to them by e-mail. They said to send the item back to them. I sent the Battery Pack back to them, and after over 5 months they are now asking me to send the Light Head and the Charger (both of which work perfectly well) back to them. They want me to pay for shipping. I keep being asked to invest more money in a DEFECTIVE product. I am reluctant to send the light back because it works fine with another battery pack that I have and I am worried that I will never see the light or the battery pack again. In my e-mail correspondence with them I have had e-mails signed by a different person each time. Nicole, Gin, Shannie, and a few others. With so many people in their customer service department, you would think they could satisfy at least one unhappy customer. At this point if they are not going to send me a new battery pack, then I want MY battery pack returned to me. It is my property (even if it is defective) and I want it back. 

As others have noted, they do not want to take the simple approach, and it seems that they are just trying to wear you out so you will go away. Well I believe in principle and I do not want to be cheated no matter how minor the issue is. I have contacted the North Brunswick Better Business Bureau, sent numerous e-mails, and will continue to tell the story of their lack of customer service to any one, blog, forum, website, that will listen. I plan to inundate them with e-mail and will try everything in my power to cause them to cooperate. It is now entering a principle state.  

This report was posted on Ripoff Report on 02/21/2013 01:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/TMart/North-Brunswick-New-Jersey-08902/TMart-NK-Trading-uncooperative-customer-no-service-defective-obfuscation-delay-No-1018079. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

21699045

AUTHOR: Sherry ye - ()

Dear Kenneth ,

Thanks for your reply. I am gald to hear that you can keep the item. For the refund, it will be issued within 1-2 business days.
Once we complete the refund, we will inform you via e-mail.
Thanks for your support and patience in advance.
If you have any question, please feel free to contact us.

Best regards,
Sherry
CustomerCare@Tmart.com

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#2 Author of original report

Accept

AUTHOR: doctormemory - ()

Yes, I will keep the product and expect a $5.00 Refund, which you can donate to Ripoff Report.
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#3 UPDATE Employee

order:21699045

AUTHOR: Sherry ye - ()

Dear doctormemory ,

Sorry to hear that. We didn't receive a reply from you.
For your order:21699045, do you willing to keep the item and then we offer you $5 as compensation?
Please let me know your decision.
Sherry
Tmart.com
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#4 Author of original report

Final thoughts on TMART

AUTHOR: doctormemory - ()

I do appreciate that although under duress, TMart actually took the time to follow through with this incident and I finally have an almost completely functional product.

Given that the current AC Charger is not compatible with the battery pack I will accept TMart's offer of a $5.00 Refund. I will modify the Charger myself with attachment of the proper connector, which I have purchased from Parts Express (an excellent company to do business with) 

I do not feel that TMart deliberately or maliciously tried to obfuscate the facts involved with this incident. I believe it is simply a lack of understanding and skill in customer service. There is much more to this critical job position than one would think. Timely problem solving is of the utmost importance in this new paradigm of Internet Commerce and just answering an e-mail with a scripted response is just not enough.

As for the lack of technical understanding on their part I would like to question their explanation for the incompatible connectors, when the entire package was re-sent to me as a new product. There was no mix and match going on, so why does the fact that this item might now be from a new source have anything to do with the In Box incompatibility?

Thanks once again to Ripoff Report for supplying an incredible forum for Consumer support.
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#5 UPDATE Employee

Thank you for your attention

AUTHOR: Sherry ye - (USA)

Dear Kenneth Lonas,

Thank you for your comment.

We are sorry for that if any inconvenience caused by us, and all need your understanding. Because you bought the item on 2012-10-09. It had passed long time. The purchasing department had purchased a new batch of products. Hope you can understand. For this issue, we are glad to hear that you can charge the item. Would you mind accepting that you keep the item? We give you $5 for compensation.

If you have any question, please don't hesitate to contact us.

Best regards
sherry
customercare@Tmart.com
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#6 Author of original report

TMart trying to correct mistake, fails again.

AUTHOR: doctormemory - (United States of America)

After involving Ripoff Report, The Daily News, The Better Business Bureau of Trenton, NJ and other helpful organizations, TMart finally sent a Shipping Label to return the remainder of the product.

It was only the Lithium Ion Battery Pack that was Defective and I had already sent that back to them. Reluctantly I sent back the Light unit, the accessories and the AC Charger. These parts worked fine by the way.

Within a few days I received my replacement Bicycle Light Kit. I could not , however, charge the battery pack because they had sent me an AC Charger with a connector that was not compatible with the Battery Pack connector.

I have other lights and was able to charge the Battery Pack successfully. I then discharged it and it lasted almost 4 hours, the way that it was intended to work.

I am quite familiar with Wiring and electronic equipment so I do have resources, but once again I would still like to have paid for a fully functioning Kit, charger included. However, I am weary of the mindless back and forth with no satisfaction and would like Tmart to simply send me the correct charger without my having to once again return the entire kit

I have attached a photo of the two connectors and a simple explanation.

Kenneth W Lonas
TMart Original order # 21699045
Ticket ID: 383672
RMA#HF1301232112 ,  order#21699045  and item #89005454

Photo Caption:  The charger connector on the Left is what is needed to work with the battery pack. The charger connector on the right is what was sent. It is to short to make internal contact and it does not have the locking ridge at the base to keep the connectors together when in use.
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#7 UPDATE Employee

Would you please offer me your order number?

AUTHOR: Sherry ye - (USA)

Dear Customer,

Thanks for your feedback. I would like to invite you to leave your specific order number in your comments, it will help us investigate your issues and contact you to solve your problems. And we will guarantee your rights and interests that you will be compensated fairly. Please don't worry, after we get your order number, we will handle this issue for you right now.
Thanks for your support and patience in advance.
If you have any question, please feel free to contact us.

Best regards,
Sherry
CustomerCare@Tmart.com
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