Tiger Supplies

The lead time on [redacted] safes is stated on our website as being shipping 14-business days from the day that the item is orderedThat is why it took a month for the customer to receive the unitIn addition, the unit that was received is brand newThe manufacturer does not ship used itemsWe have never had any issues with this manufacturerWith regards to any dents/damages, legally, when the units leave the warehouse the shipping company takes ownership of the unitsWhen it is delivered to the customer’s warehouse and signed for, the customer legally takes full ownership of the packagesIf at the time of the delivery, it was signed for that unit was damaged, I/the manufacturer would have been happy to ship a replacementHowever, since it wassigned for free and clear, it is as if the item was delivered in perfect condition regardless of whether the shipping company damaged itThe shipping company, manufacturer and our company are only responsible for what is signed for at the time of the deliveryIn addition, a third party moving company was used to take the item off the truck, bring it inside the house and install itAny damages or issues with the unit are now their responsibilityAnything could have occurred while they were moving the unit to its placeWe also have our shipping policy listed online that states the following: “ALL CARTONS MUST BE OPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FORTiger supplies will not be responsible for any concealed damagesAll damages must be noted on the Bill of LadingIn order to receive a refund or replacement of the items ordered, the damages must be noted on the Bill of LadingThe delivery driver is paid to stay there until the items are openedDo not sign for anything until the cartons are opened and inspected.” With regards to signing off on the unit, please see attachedIt was signed free and clear without any notes

I am rejecting this response because: The shipment was received with severe defects, not compatible with a new unit, as had been advertised.Time line of receipt of the shipment and unpacking of this 699lb safe is documented in [redacted] TimeStampesImages.pdf,covering the day of receipt of the shipment.TIger Supplies continues to misrepresent the conditions for customers who TRUCK SHIPMENTS.The SHIPPING POLICY ( [redacted] ShippingPolicy2014.pdf) of Tiger Supplies for TRUCK SHIPMENTS states in theRELEVANT PARAGRAPHS:PARA 2.1: Count the number of cartons and verify that you have received thecorrect number, which is on the Bill of LadingALL CARTONS MUST BEOPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FOR.Tiger supplies will not be responsible for any concealed damagesAlldamages must be noted on the Bill of LadingIn order to receive arefund or replacement of the items ordered, the damages must be notedon the Bill of LadingThe delivery driver is paid to stay thereuntil the items are openedDo not sign for anything until thecartons are opened and inspectedNOTE: The shipment (with packaging) was 699lbNeither the truck driver nor I couldproperly inspect the shipmentThe moving company was expected the same or next day.I signed the forms stating that the packaging / wrapping was in proper order - nodamages noted (see [redacted] 2014-12-24.pdf)I was unable to open the shipment atthat time (very strong cartons and shrink wrapping, and plastic packaging bands)For such a casecase see PARA below.PARA 2.2: Inspect the cartons carefully for any kind of rips, tears,punctures, dents crushed corners, wetness or any other signs ofpossible damageIF YOU EVEN SENSE that there is any kind of freightdamage, OPEN THE CARTONS WHILE THE DRIVER IS PRESENT AND INSPECT THEGOODS.NOTE: This statement implies that the driver MAY LEAVE when everything SEEMS to be in goodorder.PARA 2.3: If you SEE or FEEL that the merchandise is in GOOD condition thenSIGN the Bill of LadingNOTE: I felt the shipment was in good order and was well protected until the movers would comePARA 2.3: If you SEE or FEEL that the merchandise is in GOOD CONDITION thensign the Bill of LadingNOTE: I FOLLOWED THIS INSTRUCTION AND SIGNED ALL FORMS CONFIRMING THEPACKAGING / WRAPPING WAS IN GOOD ORDER (see attached forms from the shippingcompany in [redacted] 2014-12-24.pdf)PARA - PARA do not apply to this case.PARA 2.8: If you receive any damaged merchandise or are unsure whether toaccept a damaged shipment please call us immediately Toll Free1-877-TIGER-(844-3765)Claims of damage must be made WITHIN 7DAYS of customer receiptNOTE: We called within business days, Monday 12/22/2014, followed by and email at 12:30, reporting the external defects shown in thefile [redacted] TimeStampedImages.pdf together with additional defects of the locking mechanism.TO DATE TIGER SUPPLIES DOES NTO FOLLOW THEIR OWN SHIPPING GUIDELINES AND REFUSES ALL RESPONSIBILITIES,sidetracking the issue with CIATING IRRELEVAN SHIPPINGPOLICY SECTIONS.Disregarding their own shipping policy AND the fact that the arrival of the safe as PROPERLY PACKAGED has been signed, Tiger Suppliesrepresents that the shipment has been accepted with all damages as is.Furthermore, following the order for the new safe on 10/29/(confirmed in an email on 1/8/2015) the credit card was charged days later for the full amount of $1,Shipment, however, did not occur until days later (!) arriving on 12/18/This is DIFFERENT form the 14-daysshipping response CLAIMED by TIGER SUPPLIES In view of these misrepresentations and denial for an amicable resolution we will continue to pursue this caseTHe credit card company has beeninformed as well

Our warehouse did some investigating and so did FedEx. FedEx said that in the end the item was never picked up and must have been left in our warehouse. Our warehouse manager searched the warehouse and found the original item that was never picked up/shipped. We apologize for the delay and for any inconveniences this has caused.

this customer did privet us with a PO Box only for shipping address, as soonest the customer verified the address it was shipped

The lead time on [redacted] safes is stated on our website as being shipping 14-21 business days from the day that the item is ordered. That is why it took a month for the customer to receive the unit. In addition, the unit that was received is brand new. The manufacturer does not ship used items. We...

have never had any issues with this manufacturer. With regards to any dents/damages, legally, when the units leave the warehouse the shipping company takes ownership of the units. When it is delivered to the customer’s warehouse and signed for, the customer legally takes full ownership of the packages. If at the time of the delivery, it was signed for that unit was damaged, I/the manufacturer would have been happy to ship a replacement. However, since it wassigned for free and clear, it is as if the item was delivered in perfect condition regardless of whether the shipping company damaged it. The shipping company, manufacturer and our company are only responsible for what is signed for at the time of the delivery. In addition, a third party moving company was used to take the item off the truck, bring it inside the house and install it. Any damages or issues with the unit are now their responsibility. Anything could have occurred while they were moving the unit to its place. We also have our shipping policy listed online that states the following: “ALL CARTONS MUST BE OPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FOR. Tiger supplies will not be responsible for any concealed damages. All damages must be noted on the Bill of Lading. In order to receive a refund or replacement of the items ordered, the damages must be noted on the Bill of Lading. The delivery driver is paid to stay there until the items are opened. Do not sign for anything until the cartons are opened and inspected.” With regards to signing off on the unit, please see attached. It was signed free and clear without any notes.

I am rejecting this response because:
The shipment was received with severe defects, not compatible with a new unit, as had been advertised.Time line of receipt of the shipment and unpacking of this 699lb safe is documented in [redacted]TimeStampesImages.pdf,covering the day of receipt of the shipment.TIger Supplies continues to misrepresent the conditions for customers who TRUCK SHIPMENTS.The SHIPPING POLICY ([redacted]ShippingPolicy2014.pdf) of Tiger Supplies for TRUCK SHIPMENTS states in theRELEVANT PARAGRAPHS:PARA 2.1:  Count the number of cartons and verify that you have received thecorrect number, which is on the Bill of Lading. ALL CARTONS MUST BEOPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FOR.Tiger supplies will not be responsible for any concealed damages. Alldamages must be noted on the Bill of Lading. In order to receive arefund or replacement of the items ordered, the damages must be notedon the Bill of Lading. The delivery driver is paid to stay thereuntil the items are opened. Do not sign for anything until thecartons are opened and inspected. NOTE: The shipment (with packaging) was 699lb. Neither the truck driver nor I couldproperly inspect the shipment. The moving company was expected the same or next day.I signed the forms stating that the packaging / wrapping was in proper order - nodamages noted (see [redacted]2014-12-24.pdf). I was unable to open the shipment atthat time (very strong cartons and shrink wrapping, and plastic packaging bands). For such a casecase see PARA 2.3 below.PARA 2.2:  Inspect the cartons carefully for any kind of rips, tears,punctures, dents crushed corners, wetness or any other signs ofpossible damage. IF YOU EVEN SENSE that there is any kind of freightdamage, OPEN THE CARTONS WHILE THE DRIVER IS PRESENT AND INSPECT THEGOODS.NOTE: This statement implies that the driver MAY LEAVE when everything SEEMS to be in goodorder.PARA 2.3: If you SEE or FEEL that the merchandise is in GOOD condition thenSIGN the Bill of Lading. NOTE: I felt the shipment was in good order and was well protected until the movers would come. PARA 2.3: If you SEE or FEEL that the merchandise is in GOOD CONDITION thensign the Bill of Lading. NOTE: I FOLLOWED THIS INSTRUCTION AND SIGNED ALL FORMS CONFIRMING THEPACKAGING / WRAPPING WAS IN GOOD ORDER (see attached forms from the shippingcompany in [redacted]2014-12-24.pdf)PARA 2.4 - PARA 2.7 do not apply to this case.PARA 2.8: If you receive any damaged merchandise or are unsure whether toaccept a damaged shipment please call us immediately Toll Free1-877-TIGER-65 (844-3765). Claims of damage must be made WITHIN 7DAYS of customer receipt. NOTE: We called within 2 business days, Monday 12/22/2014, followed by and email at 12:30, reporting the external defects shown in thefile [redacted]TimeStampedImages.pdf together with additional defects of the locking mechanism.TO DATE TIGER SUPPLIES DOES NTO FOLLOW THEIR OWN SHIPPING GUIDELINES AND REFUSES ALL RESPONSIBILITIES,sidetracking the issue with CIATING IRRELEVAN SHIPPINGPOLICY SECTIONS.Disregarding their own shipping policy AND the fact that the arrival of the safe as PROPERLY PACKAGED has been signed, Tiger Suppliesrepresents that the shipment has been accepted with all damages as is.Furthermore, following the order for the new safe on 10/29/14 (confirmed in an email on 1/8/2015) the credit card was charged 6 days later for the full amount of $1,430. Shipment, however, did not occur until 50 days later (!) arriving on 12/18/2014. This is DIFFERENT form the 14-21 daysshipping response CLAIMED by TIGER SUPPLIES.
In view of these misrepresentations and denial for an amicable resolution we will continue to pursue this case. THe credit card company has beeninformed as well.

Complaint: [redacted]
I am rejecting this response because:I'm disappointed that this is the one-line response that this business has decided to post concerning my...

complaint.  The P.O. Box issue was resolved OVER THE PHONE at the time of payment. Also, when I first contacted the business about the delay, I was informed that shipment was being held up because they could not source/ did not have in stock one of the [cheaper] items ordered.  This item was in the region of US$55-60 in an order of over US $4000 and the business made no effort to communicate to the buyer details about the delay until a call was placed to them. And even after being assured that the order would be shipped out that day, there was still a long period of wait.  I have emails from the business apologizing for the delay and a promise to send the items via expedited shipping. My last communication with the company was on Monday AND when I asked about the reason for the lengthy delay, I was told " I don't know".  Also, on Monday, I received an email with a tracking number; the item had been sent via FED-EX International ECONOMY and is slated to arrive on Friday night after local government offices would be closed, so we will have to wait another week before getting these instruments.  That doesn't sound expedited to me. We're now nervous about the condition this order will arrive in (will all the items be there?  Will everything be in working order) given the deplorable customer service that has come along with this transaction.  I'm massively disappointed with Tiger Supplies' response and their nonchalance. I'm appalled that they've not even offered some sort of discount or a partial/total refund of shipping fee, and a true sign of remorse for the horrible, horrible way they've dealt with this order.
Regards,
[redacted]

We shipped out the item on 1/13 as per what the website advertised. The customer contacted us on 1/19 to see where the items were. We contacted FedEx and they started an investigation. It turns out that FedEx lost the package and we shipped another one overnight on the 24th. They received the...

complete order on the 25th. The FedEx tracking number is: [redacted]

Review: I, on behalf, of a buyer in [redacted] initiated the process which culminated in the buyer purchasing a number of items from Tiger Supplies. Eight days after payment, Tiger Supplies has not shipped the items despite assurances that they will. During my first call to customer service, I was told that shipment had been delayed because an item was not in stock-- the company had made no effort to contact the buyer about this. The buyer agreed to a substitution and was assured that the order would be shipped out quickly on Tuesday of this week. Still nothing. A further email to the associate director and we were given an apology and a promise (on Wednesday) that shipment would be expedited on the company's account. The account still shows that the items remain unshipped and we've not heard from Tiger Supplies. Now, calls to the customer service department and to the associate director are not being picked up and emails remained unanswered.. All of this comes after expressing to Tiger Supplies that the instruments were needed urgently and trusting that they would act in an appropriate and prompt manner after taking monies.

From: [redacted]

Sent: Friday, November 28, 2014 7:34 PM

To: [email protected]

Subject: Re: Your complaint has been received I'd like to amend this complaint to note that contact with the bank today revealed that Tiger Supplies in fact withdrew monies for the items on the 13th of November, 2014 and not on the 20th as I might have noted. Desired Settlement: I want Tiger Supplies to ship the items to the buyer PROMPTLY using the fastest delivery option. I also want a refund, if possible, of shipping costs.

Business

Response:

this customer did privet us with a PO Box only for shipping address, as soonest the customer verified the address it was shipped

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I'm disappointed that this is the one-line response that this business has decided to post concerning my complaint. The P.O. Box issue was resolved OVER THE PHONE at the time of payment. Also, when I first contacted the business about the delay, I was informed that shipment was being held up because they could not source/ did not have in stock one of the [cheaper] items ordered. This item was in the region of US$55-60 in an order of over US $4000 and the business made no effort to communicate to the buyer details about the delay until a call was placed to them. And even after being assured that the order would be shipped out that day, there was still a long period of wait. I have emails from the business apologizing for the delay and a promise to send the items via expedited shipping. My last communication with the company was on Monday AND when I asked about the reason for the lengthy delay, I was told " I don't know". Also, on Monday, I received an email with a tracking number; the item had been sent via FED-EX International ECONOMY and is slated to arrive on Friday night after local government offices would be closed, so we will have to wait another week before getting these instruments. That doesn't sound expedited to me. We're now nervous about the condition this order will arrive in (will all the items be there? Will everything be in working order) given the deplorable customer service that has come along with this transaction. I'm massively disappointed with Tiger Supplies' response and their nonchalance. I'm appalled that they've not even offered some sort of discount or a partial/total refund of shipping fee, and a true sign of remorse for the horrible, horrible way they've dealt with this order.

Regards,

Review: A [redacted] vault FB-845WC, 699 lb with packaging, for $1,430.00 was ordered on 10/29/2014 as a new unit (confirmed by email). The credit card charge was placed 5 days later on 11/4/2014. Shipment was over a month later on 12/11/2014 with delivery on 12/18/2014. At curb side delivery the wrapping/packaging was signed as undamaged by the shipper and the recipient. Paint damage, several painted-over drill holes in one corner, dents with rust, and scratches showed up on the safe. Beginning with the unloading of the safe from the truck a complete time stamped sequence of unpacking, documenting the defects, and moving of the vault into the office were taken. As per shipping policy of Tiger Supplies a 7 day period is allowed for claims concerning defects. The defects, including the locking system, were reported to Tiger Supplies 2 business days following the delivery. Tiger Supplies denied any responsibility "since we had signed the shipment as undamaged". As noted above, we signed the receipt as package WRAPPING intact. (It takes about 4 movers to handle this safe, 699 lb with packaging.) Any inspection at curb side would be impossible). Later it turned out that the packaging of the safe was not for this particular unit, in conflict with the shipping of a new unit.

Despite extensive communications with Ms. [redacted] of Tiger Supplies, all responsibility for the defects was declined "since we had signed the shipment as intact". Note: all forms documenting receipt of the shipment are available stating clearly the condition for acceptance - when the packaging is without defects. (Obviously, one could not let the truck driver wait for 5 hours until the movers arrive to handle this safe for inspection.)

Note: Complaint was filed 2 business days following receipt of the safe, on 12/22/2014. Communication with Tiger Supplies was a continuos process of emails with documentation and phone calls to achieve an amicable settlement. All consideration was denied.Desired Settlement: Replacement of the unit with a new unit to its present location in the office. Reimbursement for expenses of renting substitue space covering the period from the arrival of the defective vault to the time of receiving its replacement.

Note: The shipping/trucking policy at the time of receipt of the shipment seems to have been removed from the website of Tiger Supplies. I do, however, have a copy available taken when the shipping issue arose.

Business

Response:

The lead time on [redacted] safes is stated on our website as being shipping 14-21 business days from the day that the item is ordered. That is why it took a month for the customer to receive the unit. In addition, the unit that was received is brand new. The manufacturer does not ship used items. We have never had any issues with this manufacturer. With regards to any dents/damages, legally, when the units leave the warehouse the shipping company takes ownership of the units. When it is delivered to the customer’s warehouse and signed for, the customer legally takes full ownership of the packages. If at the time of the delivery, it was signed for that unit was damaged, I/the manufacturer would have been happy to ship a replacement. However, since it wassigned for free and clear, it is as if the item was delivered in perfect condition regardless of whether the shipping company damaged it. The shipping company, manufacturer and our company are only responsible for what is signed for at the time of the delivery. In addition, a third party moving company was used to take the item off the truck, bring it inside the house and install it. Any damages or issues with the unit are now their responsibility. Anything could have occurred while they were moving the unit to its place. We also have our shipping policy listed online that states the following: “ALL CARTONS MUST BE OPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FOR. Tiger supplies will not be responsible for any concealed damages. All damages must be noted on the Bill of Lading. In order to receive a refund or replacement of the items ordered, the damages must be noted on the Bill of Lading. The delivery driver is paid to stay there until the items are opened. Do not sign for anything until the cartons are opened and inspected.” With regards to signing off on the unit, please see attached. It was signed free and clear without any notes.

Consumer

Response:

I am rejecting this response because:

The shipment was received with severe defects, not compatible with a new unit, as had been advertised.Time line of receipt of the shipment and unpacking of this 699lb safe is documented in [redacted]TimeStampesImages.pdf,covering the day of receipt of the shipment.TIger Supplies continues to misrepresent the conditions for customers who TRUCK SHIPMENTS.The SHIPPING POLICY ([redacted]ShippingPolicy2014.pdf) of Tiger Supplies for TRUCK SHIPMENTS states in theRELEVANT PARAGRAPHS:PARA 2.1: Count the number of cartons and verify that you have received thecorrect number, which is on the Bill of Lading. ALL CARTONS MUST BEOPENED AND INSPECTED AT THE TIME OF THE DELIVERY AND SIGNED FOR.Tiger supplies will not be responsible for any concealed damages. Alldamages must be noted on the Bill of Lading. In order to receive arefund or replacement of the items ordered, the damages must be notedon the Bill of Lading. The delivery driver is paid to stay thereuntil the items are opened. Do not sign for anything until thecartons are opened and inspected. NOTE: The shipment (with packaging) was 699lb. Neither the truck driver nor I couldproperly inspect the shipment. The moving company was expected the same or next day.I signed the forms stating that the packaging / wrapping was in proper order - nodamages noted (see [redacted]2014-12-24.pdf). I was unable to open the shipment atthat time (very strong cartons and shrink wrapping, and plastic packaging bands). For such a casecase see PARA 2.3 below.PARA 2.2: Inspect the cartons carefully for any kind of rips, tears,punctures, dents crushed corners, wetness or any other signs ofpossible damage. IF YOU EVEN SENSE that there is any kind of freightdamage, OPEN THE CARTONS WHILE THE DRIVER IS PRESENT AND INSPECT THEGOODS.NOTE: This statement implies that the driver MAY LEAVE when everything SEEMS to be in goodorder.PARA 2.3: If you SEE or FEEL that the merchandise is in GOOD condition thenSIGN the Bill of Lading. NOTE: I felt the shipment was in good order and was well protected until the movers would come. PARA 2.3: If you SEE or FEEL that the merchandise is in GOOD CONDITION thensign the Bill of Lading. NOTE: I FOLLOWED THIS INSTRUCTION AND SIGNED ALL FORMS CONFIRMING THEPACKAGING / WRAPPING WAS IN GOOD ORDER (see attached forms from the shippingcompany in [redacted]2014-12-24.pdf)PARA 2.4 - PARA 2.7 do not apply to this case.PARA 2.8: If you receive any damaged merchandise or are unsure whether toaccept a damaged shipment please call us immediately Toll Free1-877-TIGER-65 (844-3765). Claims of damage must be made WITHIN 7DAYS of customer receipt. NOTE: We called within 2 business days, Monday 12/22/2014, followed by and email at 12:30, reporting the external defects shown in thefile [redacted]TimeStampedImages.pdf together with additional defects of the locking mechanism.TO DATE TIGER SUPPLIES DOES NTO FOLLOW THEIR OWN SHIPPING GUIDELINES AND REFUSES ALL RESPONSIBILITIES,sidetracking the issue with CIATING IRRELEVAN SHIPPINGPOLICY SECTIONS.Disregarding their own shipping policy AND the fact that the arrival of the safe as PROPERLY PACKAGED has been signed, Tiger Suppliesrepresents that the shipment has been accepted with all damages as is.Furthermore, following the order for the new safe on 10/29/14 (confirmed in an email on 1/8/2015) the credit card was charged 6 days later for the full amount of $1,430. Shipment, however, did not occur until 50 days later (!) arriving on 12/18/2014. This is DIFFERENT form the 14-21 daysshipping response CLAIMED by TIGER SUPPLIES.

In view of these misrepresentations and denial for an amicable resolution we will continue to pursue this case. THe credit card company has beeninformed as well.