Dear Fellow MaximumPC readers,
I wanted to bring something to your attention so hopefully the same thing doesn't happen to you.
Now I've had ups and downs with TigerDirect before but usually they are pretty good. What just happened to me this week though, was the final straw on my poor camel's back. I'll try to be brief:
I placed an order with TD for StarCraft2 on August 3rd because I was on vacation until the 5th and I wanted the game to arrive approximately when I returned (monday was fine). The site listed the product as In Stock. On Friday I was notified that the item was back-ordered, fine, understandable the game just came out. On Monday I checked to see the status of my order: Still back-ordered BUT TD had SC2 listed on their site as Order Today, Ships Today, so I called to see what was up. The Rep. said that the order had just come in today and that my order would definitely be shipping out that day (Monday the 9th). Fine.
Tuesday I receive another email from TD expecting it to be the shipping confirmation. It is another back-ordered message. So I called again to find out what was wrong, since I had been promised the order would ship Monday. This Rep said that the shipment had just come in today (Tuesday) and that the order would be going out tomorrow (Today, Wednesday the 11th). First, I told him that I was told yesterday that the new shipment had come in yesterday and that I was assured it would ship that day. Next, I told him that your website still says "Order Today, Ships Today" and then questioned if my order from last week did not qualify as a "Ships Today" order. Apparently not.
I was told my options were to wait or cancel the order. Since the package wasn't going to be shipped until Wednesday I said I'd cancel. (Newegg gets things to me next day even with free shipping so I figured I'd take my business elsewhere like I should have done from the start)
After being placed on hold for what should have been seconds so the supervisor could verify the cancellation, I was informed a number of minutes later that I couldn't cancel the order because it was already packaged to ship and that my only option was to wait until I received the game and then return it when the shipping label arrived. Since the shipping is ground I probably won't get it until Monday anyway so waiting another week is pointless especially since my credit card won't be refunded at least til the end of the month with the return time and statement posting times.
Then to add insult to injury, I sent an email to TD explaining the situation and that I was offended by the fact that I was forced into the order after being lied to twice about when my item would ship and explicitly asked for a genuine response not one of the vague pre-generated apologies everyone always sends which means nothing.
Of course that's exactly what I got:
Dear Valued Customer:
Thank you for your email.
We appreciate doing business with you. we would like to apologize for the delay. The item that you purchased was shipped 08/10. Please let us know if you need more assistance.
Moral of the story: when a sales rep says the shipment just came in, they are probably just trying to keep you from canceling just long enough until you can't.