• Report: #914654

Complaint Review: TigerDirect

  • Submitted: Thu, July 19, 2012
  • Updated: Mon, July 23, 2012

  • Reported By: Ronald — Vancouver Washington United States of America
Internet United States of America

TigerDirect Bait and Switch, knowingly sent wrong item hoping to sell, deceptive, ongoing lies , Internet

*Author of original report: 26 days and finally a sensible reply from TD.

*UPDATE Employee: Soundbar Purchase

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I am on my last straw with this company. Its the first time I've ever purchased from them. I sure wish I read the hundreds of bad reviews online about them before I had made a purchase.

I saw a good deal online for an AudioSource S3D60 Soundbar with Sonic Emotion 3D Sound. It was going for $69.99 on Amazon and the seller was TigerDirect. This was the first soundbar I had ever shopped for. It looked like a pretty good deal so I purchased it and paid $39.30 for fast shipping. 

 I received the shipment a few days later. I was shocked at how small the box was. When I opened it, it wasn't even close to the item I ordered. it was an AudioSource SB121 Mini with a single speaker, something you would use on a cheap computer not a 47" LED tv.

I called TigerDirect immediately. After going back and forth with the representative on the phone, he assured me that he would send a UPS return label immediately and have his senior manager contact me within 24-48 hours to let me know that the correct item will be shipped once other is returned. [continued below]....
..... Seemed fishy that anyone would need to contact me for that, but I agreed and waited the 48 hours out.

After 72 hour I had still heard nothing so I called them again. I was told, sorry, but we no longer have that item in our inventory. The best we can do is give you a refund. I told them I didn't want the refund. I want the item stated on my receipt and that I paid for. Again I was told I would be contacted within 24-48 hours so that he could "elevate" the situation up to his manager. So I waited 48 hours and still no reply. Meanwhile I noticed on their website, TigerDirect.com, the item I paid for is available for sale and listed as "In Stock"...the lies keep going.

I contacted them again via Amazon email, knowing that there would be some record of our communications once I started a claim with Amazon. I explained to the TD rep that the item is in stock as it states on your own website. They then changed their story, saying that since they sold it through Amazon, they are only allowed to give a refund. I pointed out to them that it states right there on the Amazon website "If the seller provides a replacement, the product eventually arrives, or the problem is otherwise resolved before our investigation is complete, you can Withdraw claim or let us know by replying to the claim confirmation e-mail." It went in one ear and out the other.

I emailed Amazon support asking them if the seller was allowed to send a replacement. Rather then answering my question, they started a claim and said they would investigate it and have an answer for me by July 18th. Meanwhile, I had sent the item back that I didn't order. On the 16th I recieve a refund for $69.99 and I get an email from Amazon saying since I recieved a refund that my claim will be closed unless I have any other disputes. Of course I did  #1-I didn't recieve the item stated on my receipt #2- My refund should be $109 not $69.99. After emailing Amazon again they stated that shipping charges are not refundable. Are you kidding me?! I did nothing wrong, TigerDirect is 100% at fault and I still lose $40 in the end??

All in all, this is nothing less then a bait and switch tactic by TigerDirect. They put an ad online for an expensive product, drop the price real low, then send you a cheaper item hoping you will fall for it. Let alone the many lies they told me to try and get out of it (which are all documented). In the end I am out $40 and they expect me to just walk away. Bad news, I won't be.

Please do not do business with TigerDirect. They are a very shady company and have been for many many years, as you can tell from the many complaints online and their previous issues with the FTC in the past.

I am very angry and feel I have been ripped off.

This report was posted on Ripoff Report on 07/19/2012 06:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/TigerDirect/internet/TigerDirect-Bait-and-Switch-knowingly-sent-wrong-item-hoping-to-sell-deceptive-ongoing-914654. 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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Updates & Rebuttals

#1 Author of original report

26 days and finally a sensible reply from TD.

AUTHOR: Ronster149 - (USA)

As of today my account is showing that I have been fully refunded.

TigerDirects customer service department is by far the worst experience I have ever had when it comes to dealing with support via online or phone. As you can see in one of the smaller images above, I was told that they couldn't send me the correct product because it did not exist in their inventory. Yet now I am being told it does and it is available for purchase. It always has existed. That is just one of a handful of misleading emails I was sent by TigerDirects support. I do appreciate that I was finally refunded fully, but due to the dishonesty, I will no longer be shopping with TigerDirect. TigerDirect should think long and hard about revamping their customer service methods and find a more foolproof way of getting their ads correct online, as I've seen many complaints online from previous customers having very similar problems.

By the way, my shipping costs were not refunded to me until after I posted my issue on RipoffReport. So thank you for giving consumers a place to go to when they feel they have been cheated or taken advantage of. No consumer should be lied to or have to fight for their refund. Nor should they have to wait 26 days to finally be told that the issue was a few mixed up sku's.

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#2 UPDATE Employee

Soundbar Purchase

AUTHOR: Alex - (U.S.A.)

Dear Ronald, we are very sorry to learn of your experience.  Upon reviewing your comments, we determined that the item you purchased was part of a Sku Mapping error between the website your transaction took place at and ours. (Meaning we sent a set of item details for a sku to be advertised and a wrong similar sku was posted instead).

The $69.99 price you paid was correct for the AudioSource SB121 Soundbar we shipped to you, as programmed in our system.  Unfortunately because of the error the Audiosource S3D60 Soundbar was the item advertised at the that time, which normally retails for about $300.00.

We do carry both products, so if you are still intersted on the S3D60 model, please contact me at Customersatisfaction@help.tigerdirect.com so we can accomodate you accordintly.

Our Records show that the order was fully refunded for the $109.29 which includes shipping, as outlined in the terms between the advertising website and our company.

Please accept our apologies and contact us for further assistance.

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