Complain about a product or service

Tiger Direct

Tiger Direct • Defective • Damaged • Extended warranty • Incomplete shipments • Rebates • Customer service --- • Rebate advice from Tiger Direct

Tiger Direct is a mainstay for many computer hobbyists and professionals. It offers a wide variety of parts, components, cases and so forth that are often difficult or impossible to find in local retail stores. Unfortunately, its customers seem to have more than their share of problems, as the complaints in these pages show.

To its credit, the company has corrected many of the complaints we've brought to its attention.

Problems with your rebate? Read Tiger Direct's suggestions.

Other problems? Here's what the company recommends:

TigerDirect is committed to providing every customer with best in industry service. If you have a concern related to an order placed with TigerDirect please give me the opportunity to prove our commitment by resolving your concern. I can be reached at Elizabeth.Hernandez@tigerdirect.com.

When contacting me please include as much information about you concern as possible, including any order or tracking numbers, so I can efficiently and expeditiously resolve the concern. I apologize in advance if we let you down and I pledge to make it right.

Sincerely,

Elizabeth Hernandez
Customer Service

Holley of Castle Rock, CO June 13, 2009

I purchased a rebuilt Gateway laptop for my son on 12/16/08 wth a 1 year warranty; Included in the specs was 320GB HDD (Invoice No. PO5308950002; Serial # N3F8441033797; MPN RB-2906040R). The computer, as it turned out didn't contain the memory as stated, instead it has only 20GB - as determoned by an independent computer repair person. When asked about this discrepancy, the TigerDirect representative stated that because they had not been notified within 3 months, there was nothing they could do (remember that I had purchased a 1 year warranty!). Then they suggested I talk with the Service department, and they said there was nothing they could do as "there was nothing wrong with the computer; they just sent you the wrong computer". Now if this isn't a major runaround and offensive customer service, I don't know what is.

Jackie of San Antonio, TX June 5, 2009

I bought a phone from Tiger Direct. I received the phone and the phone was not what I expected. I called them to try to return it, and they told me that it had a limited return policy. I looked at the policy before I bought the phone and there was a blue link stating that this phone had a limited return policy. When I clicked on that link it took me to an area that said that if the phone is damaged in anyway, it can't be returned. If the serial number wasn't the same it wouldn't be excepted. Also is the phone had water damage. I tried to return the phone and they wouldn't except it because they said that the manufacturer won't take it back. They sold me the phone, not the manufacturer, so why can't they take it back. They wouldn't refund my money which was fine with me because I was gonna buy a more expensive phone, but they wouldn't even do that. They wanted to exchange the phone for the same phone. The same day I got the phone, I tried to return it and they wouldn't do it. I am very dissapointed and I will never buy from Tiger Direct again. I hope you think twice before doing so aswell!!!

tom of summerdale, AL June 3, 2009

I purchased a hp. computer in May 05 of this year. Someone or the company itself sold or gave my credit card information to a third party, COMPLETE SAVINGS whereas I was automatically billed for 12 membership fee.This is a scam company. I did not sign into anything or give out my credit card number to any third party.

Brenton of Fairplay, CO May 26, 2009

I purchased a Toshiba laptop at the retail store at the Mall of Americas. The sales person would not let me purchase the computer without the internet security package. When I tried to decline it, he said that the computer was not available for purchase without the suite (CA Internet Security). He also assured me that the suite was good for 3 years on a single computer or good for 1 year on 3 computers.

All was fine until this past January when I found out that the license was only good for 1 year, but could be placed on 3 computers. They did provide me with a rebate form, but like most people, I don't really fill them out. So now I'm out 90 when I thought I would still have an internet package for another year and a half. I will only purchase individual components from Tiger Direct from now on because the sales people are very decietful and extremely pushy. If you are looking for a complete computer package, go to Best Buy, you'll be sorry if you don't.

FH of Clinton , MD May 21, 2009

Bought a refurbished computer. Clearly stated a 12 month warranty. Got the computer and all of a sudden I am told that I only get the remainder of the original purchasers warranty. Also cannot buy the extended warranty from t he manufacturer.

Eric of New Rochelle, NY May 15, 2009

Purchased an ACER Extensa 5630-6906 on December 16, 2008 and didn't receive it until February 11th, 2009. Once the laptop had been received (almost 2 months late) it had a defective screen and serious VGA card problems. After contacting ACER consumer support, I was rudely dismissed and told that I would have to pay for the shipment of my defective product which is still under warranty and no other remedy would be provided. Furthermore, I was instructed that I will have to wait an additional 14 days in order to receive the defective computer.

Inability to use an important work related computer for more than 2 months due to manufacturer/supplier incompetence and defective product. Had to pay for shipping despite being under warranty because warranty only covers parts and labor...

Russell of Sunny Hills, FL May 5, 2009

On December 20, 2008, we purchased a Cybertron computer, 2 Acer monitors, an additional 1.5 TB hard drive, additional 2-year warranty from TigerDirect for the total (inc shipping and taxes) of 2,156.58. We were offered an Internet Security Suite, which we declined. TigerDirect assured us that our order would be shipped no later than Dec 22 - lie #1. We tried and tried to get a tracking number, but kept getting told to call back the next day. Our order shipped on Friday Dec 26. But not the ENTIRE orde, no sirree! The computer was being drop-shipped from Cybertron, and would not be shipped until the following week. TigerDirect assured us that they had spoken with the customer service reps at Cybertron on Friday - ANOTHER LIE as Cybertron was closed for the holiday.

WHOOPPEE!!! We finally got all the items in! But what was this extra 30 item in the box?? The Security Suite we had declined!

Our computer worked for a total of 13 days. We had to return it to Cybertron for repairs two weeks to the day after receiving it. We got it back, and it worked for another 3 months, and died this weekend. Motherboard or chipset fried. Cybertron is going to repair it, but neither Cybertron nor TigerDirect is willing to discuss refund.

Oh, by the way, when we ordered the extended warranty, we were told by the rep that the warranty would cover a new computer should anything go wrong with the current computer. They are now telling us that the rep was in error and they will take care of repairs only.

John of Wilmington, NC May 4, 2009

I ordered and received a Samsung 46" Hi-Def TV and took delivery via Yellow Freight on April 30, 2009. On May 1, the Direct TV people came to install the Hi-Def Dish and when we powered up the TV, we had sound but no picture. After 30 minutes, I tried again and the pic was great. 3 days later, same problem. I called Tiger Direct and the rude customer service rep told me that I could get a replacement if I paid for another TV and then send back the broken one. Another choice was to ship it back and once they determined it was not my fault, they would sendf out another unit. And...I WAS REPONSIBLE for the shipping charges. How can a company charge 1200 bucks for a TV and it works for 3 days and then expect the consumer to be liable for any costs?

I called Samsung directly as Tiger would not facilitate anything. Samsung assures me they will provide in home service at no cost to me. I will not recommend, nor will I purchase from Tiger Direct again!

Jimmy of Bronx, NY April 18, 2009

The Customer Service Reps. For TigerDirect.com are RUDE and lairs! One Customer Services Rep said that this item was going to be redelivered to my work address; it had the wrong zip code. They said that this item # above was out stock. I had called the next day to get the New U.P.S. Tracking #; The Customer Service Rep said I quote Maybe the Customer Service rep lie to me to get me off the phone? Furthermore in 5 days I will get a refund of my 76.00 and I have to re order this item again when it in stock again.

I can see they do not care about their jobs! Who is telling the truth? Is TigerDirect.com a Business or a circus! You tell me! If this matter is not resolved with in a normal amount of time I will peruse all highest level of authority regarding this issue and see that this company is run out the business.

Robert of Peoria, AZ April 17, 2009

I purchased a cable, usb to serial port. This would solve a problem with software and a new vista computer. When received, it showed for use with windows 2000 and xp. Thinking it was an older ubit, I contacted us cable and found out they do not have drivers for vista for this cable. Called Tiger and talked ot Raul, explaining the catalog desception, that this would work on all units. He checked and gave me an RMA nunber, to return it for credit.

I asked about the shipping. He checked his supervisor and came back with the shipping will be credited also, since it is our mistake. Well credit received was for the cable only. And Tiger will not respond with any answers. I wish I had read thid column earlier, but I guess I should be happy with some credit. Additionally, Elizabeth Hernandez asks in this column to address problems to her, and the email is not any good. Typical of Tiger. I will not deal with them again. Have put a spam filter on their name and returning all mail to them as refused

Lost over 12.00 on the transaction, which I guess I should be thankful for

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