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Not too long ago, what's left of CompUSA was acquired by Systemax, which also owns Tiger Direct. The company tells us things have changed and customers will be a lot happier. Perhaps. Here are a few of the more recent consumer comments we've received:
Danny of Hayward CA (04/01/09)
On 2/16/2009 I placed an order online for an Acer AOA150. The order number is W5911637 - delivery to be signed by me or my sister. COMPUSA contracted with UPS to deliver the package, but we never recieved the package. The UPS tracking info stated that package was delivered on 2/24 and that a J. Martin signed for the package. I contacted COMPUSA regarding this and was told that an investigation will be completed in 10 business days. An investigation was opened up from 2/25-3/10. UPS also interviewed my sister at the shipment residence on 3/13. The UPS delivery guy stated that he had never seen her before and that he did not deliver the package on 2/24 even though the delivery was on his route. My sister also signed a statement on 3/13 acknowledging that UPS completed an investigation.
On 3/10, I contacted COMPUSA & Milton empID 5828 confirmed that a 2nd laptop will be expedited on 3/16 to be received by 3/18. We still did not receive our shipment, so I contacted supervisor Frank empID 5976 on 3/18 to get a status. Frank stated the investigation was closed on 3/10 and UPS denied the claim. This is inaccurate information because UPS admitted to my sister on 3/13 that they may have not delivered the package. It is also unclear to me why COMPUSA closed the investigation on 3/10 when UPS was still conducting an investigation on 3/13.
No 2nd laptop was ever shipped out even though the notes in the COMPUSA system from Milton on 3/10 stated to make sure to expedite shipment. Frank could not and would not give me a timeline on when this issue will be resolved. Frank stated that a 2nd investigation was opened and will be completed in 10 days. I also received an email from a John from CompUSA stating that the investigation will be completed in 10 days.
On 3/31, I followed up to request a copy of the 1st & 2nd investigation. Nick empID 5810 stated that info cannot be provided to the customer. When asked about the status of the investigation, Nick stated that there was no status & there was no guarantee that the investigation will be completed in 10 days. He told us that we just had to wait. It has been over a month since I placed my order.
COMPUSA has stolen my 351.95 & there is no end in sight to the resolution of this matter. It is poor business practice in the way COMPUSA is handling this incident. I have never dealt with a brand business so full of incompetent and rude employees and supervisors. It is appalling that they are allowed to treat customers this way
They took our money and we never received our product. Kerri of Jacksonville, FL April 1, 2009
Kerri of Jacksonville FL (04/01/09)
I purchased a what was called a universal charger for my husbands laptop. The charger was not universal because it did not work for a Dell nor HP. My husband returned the charger with reciept. Because the purchase was made with my Debit Visa card and he did not have possesion of the card when returning item Compusa. Therefore, Compusa issued a giftcard for the amount of the universal charger. Well roughly a week after the giftcard was issued my husband attempted to use.
The giftcard had a balance of 0.00. After discussing with the manager the resoulution was to contact the store in a few days to allow some research. My husband and I have been in the store 4 times to try and get this resolved. Between the manager that will not speak to any customers and the clerk behind the desk rolling her eyes nothing to date has been resolved.
M of Virginia, VA March 27, 2009
M of Virginia VA (03/27/09)
I ordered a barebones computer two weeks ago. The web site said it was in stock. Several parts shipped right away and another part shipped a couple days later. Two parts were backordered (again, it indicated in stock for everything when I placed my order). Then I get an email saying they have cancelled the computer case -- what good is a bunch of memory, hard drive, CPU, etc. without a case! I call them an explain that you can't just cancel part of the order and leave me with 1/2 of a computer.
They offer me a case that has a 20% lower price for the same money. I explain that if they are giving me a less expensive case, I should get at some some money back. I spoke to two different very rude and arrogant people from two different departments on the phone who didn't seem to understand that giving me a less expensive case for the same money (or no case at all) isn't right. When I told them to cancel the whole order they said I had to pay for return shipping! This is crazy. Please be very careful with CompUSA -- you can end up getting yourself caught up in the same mess I did!
James of Norristown, PA March 19, 2009
James of Norristown PA (03/19/09)
I purchased a two year TAP replacement plan for a laptop computer in Feb of 2007. I was told that the warranty was for two years after the original 1 year warranty had expired. When I did try to use the warranty in December I was told by CompUSA that I needed to send the laptop to Acer since it was still covered and the TAP plan wa to start after the orignal had expired. Now, I need to used the TAP plan and the company Assurant Solutions, is telling me that it was for two years from purchase and it doesn't matter what the associate at CompUSA told me. Why woul somebody buy a two warranty when it is covered for one of them by the manufacturer?
I now have a 780.00 notebook and a 139.00 warranty that is useless. Ricardo of Guaynabo, OTHER March 19, 2009
Ricardo of Guaynabo OTHER (03/19/09)
I was requesting a quote for my company, and three peolple asked me to help. When I told them that I wanted a quote, they told me that I have to wait for the commercial services clerk. I've waited for 20 minutes, and then he walk me and ingnored me, knowing that I was the one waiting for him (because the other clerks said him). he walked to the other side, and I was expecting that he will help me anytime soon. I waited 10 more minutes, and when I walked for him he ignore me again.
Compusa lost 700.00. Very bad service. Very bad attitude. Bad experience. Then he told me that J. Rivera was the Store Manager and walk out like nothing happened. this was at Plaza Caparra Store in Puerto Rico.
Mary of Grand Rapids, MI March 9, 2009
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