Supply Tiger

Review: On April 30, 2013 I ordered a TV via the [redacted] website through a distributor of theirs called Supply Tiger. The television which was reported at 42” diagonal dimension arrived on May 3 via UPS Ground.

When the TV arrived it was clearly too large for the space in my entertainment center. I opened the top of the box, measured the width (never removed the TV or any packing material) and confirmed it was too large. I emailed the company and was told by them to send the box back to them with the RMA number they provided. They told me specifically to use all the original shipping material exactly as it was packaged on arrival.

I returned the TV, via UPS, on May 8, insured for the cost of the TV and the shipping costs out and back. When it arrived at Supply Tiger, the TV glass was cracked.

UPS claims it wasn’t packaged up to their standards but they have nothing available online describing how a TV should be packaged. The TV shipped originally directly from the manufacturer, so this is how all TVs are shipped worldwide and I’d expect the manufacturer knows how to pack a TV so it doesn’t break. I never took it out of the box or wrapping so it could have been broken when it arrived here for all I know. Supply Tiger claims it was UPS fault and they aren’t responsible for the package.

Seems to me that if I shipped the box back as directed by the supplier and that I never took the TV out of the box at all that it is not my fault that the TV is broken. It was either broken before shipping or during shipping. Since I insured the package for breakage with UPS, I believe it is their responsibility to honor the claim. They refuse.

I have not paid the return shipping bill as I do not feel that I should have to pay for a shipment that resulted in a broken, unsuable product when I am already out $600 and I have no TV to show for it.Desired Settlement: I would like the cost of the shipping (from manufacturer and return to distributor) plus the cost of the TV recovered

Shipping here 55.50

TV cost $ 442.66

Shipping back 70.13+ late fees $4.21

Total 572.50

Package was insured for $600.

Business

Response:

August 12, 2013 Attn: [redacted]

Revdex.com of Metro Washington DC and Eastern Pennsylvania 1337 North Font Street Harrisburg, PA 17102

Phone: ###-###-#### Fax: ###-###-#### RE: Customer Service Issues

Dear [redacted]

Thank you for the letter dated August 5th, 2013, regarding the customer service issues. Please note the letter dated August 5th, 2013 is the first letter SupplyTiger has received from the Revdex.com regarding case [redacted] and order [redacted].

First and foremost we apologize the customer is not happy with the transaction. Our customer service team has previously communicated with the customer 12+ times, via email, regarding this issue.

Product was delivered on 5/3/2013 via UPS tracking number [redacted]. At this time, there was no damage to the television. TVs are shipped with large, white, foam end caps that span the entire width of the shipping box, top and bottom. The foam end caps also wrap around, and protect the TV from all side.

5/4/2013 customer asked to return the product for it being too large for their intended space. SupplyTiger issued a return authorization number ([redacted] # [redacted]). Customer then returned the product via UPS.

5/15/2013 product was returned back to SupplyTiger via the customer and deliver via UPS tracking [redacted]. Product sent by customer was received damaged at SupplyTiger, because the top foam endcap was missing.

SupplyTiger is not responsible for customer damage, or products that are returned damaged. Customer stated they opened the box to measure the TV. To measure the TV you must remove the top white endcap which spans the entire length of the box, and sits on-top of the television. The top endcap was not replaced when shipped back from the customer to SupplyTiger. The bottom endcap was present.

As seen in Figure 1. Missing top end-cap , the customer shipped the unit back and the top foam endcap was missing. As seen in Figure 2. TV broken, you can see the broken glass.

Unfortunately, SupplyTiger must reject case [redacted], as a result of customer damage. [redacted], please let us know that you received our response letter.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

What they state is not accurate beyond the fact that I did commmunicate with [redacted] at Supply Tiger a number of times before filing my claim with UPS and again afterwards. I have included a transcript of all these communications with my initial claim with the Revdex.com.

As far as the inaccuracies in their response. First of all, I have no idea if the TV was damaged on arrival because I never removed it from the box. It could have been broken on arrival for all I know. Second, I did not remove any end caps from the TV nor did I remove the TV from the box to measure it. I simply estimated from the top of the TV and it was clearly too large for the destined space even before I opened the box. They told me to ship it back exactly as it had shipped to me, which is exactly what I did. I removed absolutely nothing from the box. The only thing I did was open the top of the box and look inside. They stated when it arrived back to them that there were broken bits of styrofoam in the bottom of the box and I'm assuming this was the end cap which broke into pieces at some point during transport.

Regards,