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They Sold me a defective tv
Posted by Harveyburgess4 on 04/19/2014
OAK PARK, ILLINOIS -- I bought a Samsung un50f6400 from a company named newegg.com. I had the TV hooked up and it has a bad burning smell. The picture bright and dull would go on and off by itself and smart hub would go on by itself.

I called this newegg.com to get a replacement and this TV was last year's model and they are out of stock. So, I asked for a refund and they are telling me that it is going to take 20 days to get my refund are they high This company has been burned a lot bought everybody that you talk to seems like a kid Even a manager named Charles he seemed young and did not seem to know what he is doing Tomrrow I am calling my credit card company to see what they can do stay away from this garbage company and go with amazon I made a mistake don't you do the same

     
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Product Defective - Refuse to Replace - Blames Customer
Posted by Tom.mack on 11/13/2013
CITY OF INDUSTRY, CALIFORNIA -- On October 21, 2013 I ordered a several items from New Egg as I have done in the past. One of the parts, an AMD CPU proved to be DOA (Dead On Arrival) when I placed it in the motherboard. I called their customer service line and asked for an RMA so I could return the chip and get another one. I returned the chip back to New Egg. They claimed they could not test the chip as the pins were bent and that obviously, I the customer, must have damaged my own chip. They informed me they are sending me back the defective chip. What use do I have for a defective chip. So far, they have not responded to my complaint. After reading the comments on this board, I am pretty certain I will no longer be doing business with them and I will not recommend them to my clients.
Read Company Response
Company Response on 12/04/2013:
Dear Tom Mack,

We are very sorry to hear about you experience with Newegg.

We'd like to look into this situation. Please email us your account information at Wecare@newegg.com and we'll do everything we can to resolve this to your satisfaction.

We look forward to hearing from you.

Newegg Support
     
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Posted by FoDaddy19 on 2013-11-14:
If it's just a few pins that are bent, you can carefully bend them back. Intel's LGA solution is better than AMD's "let's put 938 pins on the CPU and hope nothing bad happens" plan IMHO.

Anyway, I've used Newgg extensively over the past decade or so and I have never had a problem with their customer service.
Posted by Tom Mack on 2013-11-14:
I don't know, the pins were not bent when I had the chip. Either the UPS gorillas or the receiving department at New Egg bent them. It is very bad when a company blames you for their malfeasance.
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Poor sevice, Newegg Expansion
Posted by 10carva on 10/14/2013
THIRD WORLD -- I have learned to be careful NOT to make a purchase on newegg.com when it is a "market place" seller. They offer free shipping sometimes but when you view the cart it automatically selects lowest freight charge. You change that to free and the delivery time doubles from 7-9 days to 5-15 days.
It ships from overseas from who knows where. They charged my order the day it was received. A tracking number was furnished two days later with a link. Click on the link and there is no information. I complained to newegg about how long it was taking after 12 days and no tracking information. Their only offer was to contact the seller. I never heard back. Fortunately I did finally receive my material. Today's Newegg.com is not the newegg I did business with 12 years ago. Just try to find a phone number or an email to which someone will respond.
Twelve years ago their prices were consistently lower than everyone else. Today they are consistently 10-15% higher than B&H Photo and other electronic sellers who still answer the phone and handle issues in person.
While the core business of Newegg still seems reliable I only purchase from them, after this experience, when there is a deep discount taken from they normal sale price not what they call the sell price.
It is a shame when they do not want constructive feedback from people who buy online constantly. Thank you for allowing me to express my disappointment.
     
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Posted by FoDaddy19 on 2013-10-15:
I've used Newegg quite a over the past decade or so and have never had a problem that wasn't easily a quickly addressed. For PC components they are still competitively priced and their delievery, even when free is very fast usually. When it comes to electronics (non computer related), they might not be the cheapest. Often times if you're looking for TV's and things of that nature, Amazon is going to be consistantly cheaper. But with that said newegg is is competitive and their sale prices are often the same as their competitors.

As for the marketplace, that's simply where 3rd parties sell their merchandise, Newegg really isn't involved. Amazon has a similar setup as well. I've bought some small items from 3rd parties on Newgg before (usually things like cell phone cases or rechargable batteries), and haven't been burned yet, but it's still something to consider when making a purchase.

It should be noted that you recieved poor customer service from the 3rd party you ordered from, not Newegg.
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Purchased a Dead Motherboard and Newegg Wouldn't Give Me Refund
Posted by Cmm4545 on 06/26/2013
WHITTIER, CALIFORNIA -- I purchased an Asus P9X79Pro motherboard from Newegg. Experienced tech installed into new PC that wouldn't boot. My tech was on the phone with ASUS tech for 2 hours running tests only to determine board was bad. We were told to return it to place of purchase for exchange. We were in a hurry to complete the project so I purchased a second exact same motherboard from Newegg and went through the process to return original.

Upon inspecting my returned original, Newegg said there were bent pins on processor bed and would not issue credit. They said we damaged the board. This is absurd as the processor could not have seated and locked into place if pins were bent. Processor was locked when MB was being tested. We carefully removed processor, replaced plastic cap over pin bed, repackaged and returned it to NewEgg. How easy for them to damage fragile pins and blame us to avoid giving us a refund. Had I known how they operated I would never have dealt with them in the first place, let alone purchase a second MB before getting credit for the first. Adding insult to injury, we made numerous attempts to resolve the problem including asking American Express to intercede. They tried 3 times and in each instance NewEgg refused to budge.

ASUS knew the board was bad and NewEgg would have lost nothing by simply contacting them. Instead they simply refused to issue credit and I'm out $325 for a board that doesn't work. Not a smart move for any company that advertises great customer service. I seldom need to return anything I buy and in those rare cases where I do I've always found the vendor to be helpful in making things right. Newegg is the one big exception. They make absolutely no attempt to rectify the situation nor offer any solution. Buyer beware and learn from my mistake. The gorillas in their receiving department can easily damage things and claim it was received that way. I suggest you photography extensively all returns for your own protection. No not count on a sympathetic customer service department to help. Now I'm smarter and $325 poorer as a result of dealing with NewEgg. My advice to all is get your gear somewhere else.
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Company Response on 07/18/2013:
Dear Valued Customer,

Thank you for your feedback. We apologize for the inconvenience that you encountered with your order.

We would be glad to look further into this issue for you. Please send us an email to wecare@newegg.com and we will do everything we can to resolve this issue to your satisfaction.

Thank you again for your time, and we look forward to hearing from you soon.
     
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Posted by Newegg Support on 2013-07-18:
Dear Valued Customer,

Thank you for your feedback. We apologize for the inconvenience that you encountered with your order.

We would be glad to look further into this issue for you. Please send us an email to wecare@newegg.com and we will do everything we can to resolve this issue to your satisfaction.

Thank you again for your time, and we look forward to hearing from you soon.

Newegg
Posted by cmm4545 on 2013-07-19:
Newegg, this is your typical modus operandi. You pretend to care by posting messages saying you'll look into it in an effort to make you look reasonable and caring. You did this on 3 other postings I made at other review sites. Each time you send me the same private email that never gets seen by the public which says you will not refund my money. People need to know that you are totally unreasonable and that not refunding a purchase that was defective and DOA is unprofessional and fraudulent. If you want to do the right thing, post on this website that you are refunding me the money and then DO IT. Otherwise, your company cannot be trusted and people should shop elsewhere lest this same thing happen to them.
Posted by Russell on 2013-08-05:
I just had the same problem. They sent me a mobo DOA. I returned it and they refused to honor the RMA. An ASUS board !!!! I repacked the mobo in front of the client.There were NO bent pins in the CPU socket. I have an affidavit signed by him. Newegg's new business model-cheat the buyer! I am preparing to take them to small claims court in Phoenix. Let them send their big shot lawyers. I'm 68 years old. Can't wait to see what AARP says about Newegg.
Posted by Tom Mack on 2013-11-13:
I had the same problem with a AMD chip I bought from them just a few weeks ago. I put the chip into the motherboard and after some checking that the chip was DOA (Dead on Arrival). I got an RMA and sent the chip back to them. They claimed that I bent the pins and therefore, because they determined it was "customer damage," they refused to send me a replacement chip. This is out and out consumer fraud and I will be writing the Federal Trade Commission and the Colorado Attorney General's Office about this.
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Newegg Nightmare
Posted by Werama349 on 06/18/2013
WHITTIER, CALIFORNIA -- On April 7, 2013, I purchased an Asus Tablet for my son. I liked my son's tablet so much that on April 10th I ordered one for myself. My son's tablet works great. My tablet started to show there was something wrong with it.

I started to notice waves of light when using certain programs. My son's tablet did not behave the same way. Suddenly, the waves of light became more noticeable and my colors for my icons and videos were faded out. It was obvious something was definitely wrong.

I sent an email to Newegg. com and asked about returning the tablet. I quickly got an email back from Heidy stating that my tablet was not returnable due to the fact that I opened the box! How else was I suppose to know that something was not right unless I opened the box and put the tablet to work?

Fortunately, or so I thought, I purchased a 1yr., 1day service contract. I called Newegg and spoke with a man who told me that I purchased an accidental damage policy, not a service contract. I was suppose to receive my contracts by email, but never did and he didn't offer to email them either.

I then went into my saved emails and found that if went to my receipt and clicked on the service contract, that it said what was covered. Well, the man I spoke with was wrong. It was NOT just an accident policy.

I called Newegg back and spoke with Mary. I asked her about being told that the tablet was non returnable and she said that was incorrect information. I then asked about the service contract and she gave me the phone number for SNET, the company that issues the service contract.

The lady at SNET, at first, tried to tell me that I had to go through the manufacturer. When I told her my contract said, "1yr. 1day", she changed her story. It got worse. Now, Karen tells me that it isn't really a service contract and that SNET does NOT repair, nor replace the tablet. They issue a gift card, or voucher. I told Karen that is NOT what is WRITTEN in the SERVICE CONTRACT. It was like talking to a brick wall.

I then called Newegg and spoke with Mary. Mary was surprised when I told her the service contract was not a service contract. SNET does not repair, or replace anything. Mary said they were supposed to repair or replace the tablet.

Mary is now contacting SNET to try and find out what is going on.

I can't believe no one at Newegg seems to know what they are doing or how to get anything done and done right.

I have a lot of friends that recommend Newegg, but from my experience, Newegg has not lived up to what my friends have said about them.

I will NEVER purchase another thing from them.

Now I have to wait 3 to 4 days to find out who is going to repair or replace my tablet.

My advice is to stay clear of Newegg. com.
     
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Posted by Tezrien on 2013-06-18:
If they issue you a gift card or voucher for the price of the tablet what is the difference? That gives you the opportunity to re-purchase the same product or a different one. Staples works this way too. I had a Kindle that went bad for no reason and they sent me a gift card within a week of calling them. Sight unseen and just a few questions about what went wrong.
Posted by FoDaddy19 on 2013-06-18:
A lot of the time tablets and cell phones aren't cost effective to repair. So they'll just issue you a gift card in the amount you paid for the tablet. It may say you have service contract, but the reality of the situation is that warranty company and/or Newegg will make the call on whether to replace it or repair it, and 9 times out 10 it's going to be replaced, and that's where the gift card comes in. If you want you can purchase the same tablet again with the gift card.

I've used Newegg for years and have never had bad experience with them. I was particularly impressed with how they handled the Sandy Bridge motherboard recall fiasco. I plan on getting parts for my next build (probably a Skylake build) from the egg.
Posted by Soaring Consumer on 2013-06-19:
Newegg's return policy for these tablets is that either they can be returned for a refund within 30 days, or returned for a replacement within 30 days. Call them back and request a supervisor, tell them the fact that you got a defective tablet and you have been getting a big runaround about getting the situation rectified. You also have a manufacturer's warranty with ASUS so you can also contact them.

Of course this is just another prime example of ASUS's declining quality control.
Posted by ok4now on 2013-06-19:
You did everything right but still got screwed. Now that you have learned your lesson the hard way don't give Newegg any future business. Shop Amazon for better pricing and customer service.
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The Forgotten Newegg Promise
Posted by Dtbr on 02/21/2013
WHITTIER, CALIFORNIA -- I purchased an MSI GT70 0ND-491US $1900 laptop on the 6th of February with next day air.. Got it 2 days later. Drive was clicking but had no smart errors (still seen many drives have mechanical failure with no signs in SMART) Then by time I tried to pair my phone via bluetooth - it would not work either. So took necessary troubleshooting measures to find out that nothing would solve it. The final nail in the coffin was the intermittent touch-pad issue. I was then worried I made a bad choice in laptop and asked for resolve...

It's now the 21st and I have no refund or laptop... and RMA status still shows as received (they are dragging their feet) And lets not forget that the mail in rebate expires on the 28th.... I practically begged for any one of the three - 1. Refund my money, 2. In store credit, 3. Just send me the laptop I next day aired 2 weeks ago and counting. They refused and just continue to drag their feet. Also I would like to include that I shipped the laptop back to them the very next business day! with next day air!

The best part is when you view your cart newegg shows a promise --- as follows NEWEGG PROMISE Satisfaction We guarantee total shopping satisfaction. Virtually all of Newegg.com's offerings are protected by a 30-day refund policy.

The policy in the cart is completely opposite of what I am experiencing and apparently having been a customer 10 years holds no weight. I am not being unreasonable, I just want resolve. And after countless emails back and forth they are not budging from the same cut and paste responses. Not what the company it once was!
     
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Posted by leet60 on 2013-02-21:
It is unfortunate, that most major retailers have forgotten the value of a repeat customer - they simply have too many customers to be concerned over the fact you give them repeat business.

I worked for newegg in the past, in a time when they had many retail stores. My tenure was short as I don't believe in misleading a customer. At that time if you purchased software (this is in the days of the 3.5" floppy) you were allowed to return it for defects even if the package was opened. It was the store's policy to take the returned software and packaging to the back of the store, shrinkwrap it again and put it on the shelf as new. I was not comfortable with this dishonesty and have never been a customer as a result.
Posted by dtbr on 2013-02-22:
Newegg immediately resolved the issue by Next day air'ing the new laptop!
Posted by Wendy on 2013-06-18:
I am having problems with a defective tablet I purchased. Newegg was quick to tell me that they do not take returns on opened packages.
That is the biggest joke I have ever heard. How else does the customer find out if the item they ordered is defective if without opening the box and try the item out? I covered all my bases anyway and purchased a service contract, but I still may file a complaint with my State Attorney General and let him know of Neweggs poor business practices.
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Newegg.com Protecting The Criminal In Fraudulent Transactions
Posted by Dragonswng on 01/25/2012
CALIFORNIA -- I recently was charged with two purchases made by someone who stole my debit card number. After filing a police report and fraud report with my bank I attempted to find out where these items were going. The company refuses to release the information due to "privacy concerns" of the person making the order. Since that person is committing a crime, I fail to see how their privacy is more important than the victim of that crime. I had never heard of this company before, and will NEVER purchase anything from them.

In addition, I will also do everything in my power to spread the word of how this company is so concerned over their profits rather than stopping bogus transactions or prosecuting the persons responsible.
     
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Posted by MRM on 2012-01-25:
Since the hackers were able to obtain your card numbers online, your computer maybe infected with spywares. I would re-format the harddrive to get rid of all the spywares and malwares and restore your computer to its factory settings.
Posted by griffin21 on 2012-01-25:
I had this happened to me. A few attempts were made with my info, and one transaction got through. The appliance store issued the refund to me, filed a report with the police, while the fraudster still had the gall to keep inquiring about the delivery.

I have used NewEgg, which typically ship items out very quickly, so that might make it a bit more complicated to resolve.


But what would you do with the shipping information?

- The law is probably there to prevent confrontations.
- With the more organized hackers, the shipping address might only be the first layer of obfuscation.
- Your debit card info is probably on multiple sharing sites for thousands to see. You probably have already gotten a new card by now?

Posted by ok4now on 2012-01-26:
Your complaint should be directed at the S.O.B. who stole your C.C. information. Don't blame NewEgg. This is where your stolen C.C. was used. These guys are slick and move fast before you know it even happened. Your liability for this is $50.00 max and you can easily fight this.

As MRM suggested re-format your hard drive to remove any future threat. As griffin21 pointed out you should have a new card. This is the risk we all take when our sensitive C.C. info is exposed online. Let us know how you make out.
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Dumb shipping practice
Posted by Miss_mygirls on 09/12/2011
I ordered windows 7 pro from Newegg. I used econo shipping. My item was shipped (via ups) from Tennessee and went to Atlanta. First off I never got an email saying the item was shipped and never got a shipping or tracking number. 2nd I really fail to see why it had to go to Atlanta when I live in Tennessee and the truck with the item on it drives through Nashville (ups has a hub in Nashville)and Murfreesboro (which is where I live and where the package is being delivered to) to get to Atlanta. It makes no sense to me to ship it like that when all they are going to do is put it BACK on a truck to bring it BACK to Nashville to send it out for delivery. Econo shipping or not, it is a waste of time/money/manpower and it is poor customer service to ship this item in this round about way causing the delivery of the item to be longer than what is really needed. Yes econo shipping is 4-7 buisness days but I would think if your company could get the product to the customer quicker and cheaper than expected by the customer then I would think they would do it. I know the route the trucks drive cause I work for FedEx and we run the same route. To top it all off, it is being dropped off at the post office 2 miles from my house. What a horrible waste of MY time and the USPS time when UPS could just drop it off at my doorstep like they do with all my other packages!!!Instead of getting a praising review here Newegg is getting a very crappy one.
     
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Posted by MRM on 2011-09-12:
At least you got your package! Enjoy using Windows Seven!
Posted by Old Timer on 2011-09-12:
Agreed! UPS has very little interest in their customers anymore, which is why we have stayed clear of them for years when ever possible. UPS does crazy things like this then answers to no one as to why they did it.
Posted by Kris10 on 2011-09-12:
I actually don't think Newegg had anything to do with this. I believe this to be all UPS. I'd complain to them but still e-mail Newegg to let them know what happened.
Posted by trmn8r on 2011-09-12:
Despite the frequent eagerness to bash UPS, I don't believe that this is their fault. First of all, it is the retailer's responsibility to give out the shipping info.

Next, when you use one of these "economy" methods that involves 2 shipping companies, the route can be bizarre. I used FedEx/USPS one time, where they dropped it at some USPS location hundreds of miles away! It isn't any one company's fault - more than anything it is a stupid way to ship so that the retailer can offer "free shipping" or for a very low cost.

I use UPS frequently, and check the tracking. I have never had a case where my package went on a circuitous route. Just my .02. I NEVER go for "economy" shipping anymore with any online/telephone purchase.
Posted by MRM on 2011-09-12:
As long as I get my package in the palm of my hands Im happy! And I usually get the cheapest shipping rates and not in hurry.
Posted by Old Timer on 2011-09-12:
No UPS bashing, just way to many UPS screw ups to want to ever deal with them again. Newegg is at the mercy of UPS like everyone else once they have your package. If UPS, not Newegg sends your package around the globe to deliver an accross town package they could care less and will take zero responsibilty for the screw up.

Hard as it is to believe, USPS is our shipper of choice now. Much less $$ and our local office really does care about our business.
Posted by GreenstarYT on 2011-09-13:
This sounds like a UPS complaint. Once it leaves Newegg they don't call the shots on where it goes.
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Newegg: A bait and switch internet company
Posted by Koolarrowfive on 12/24/2010
WHITTIER, CALIFORNIA -- I ordered these speakers, only to find out the day I received the package it was on sale for $30 less than what I paid for them. They said they would give me a $20 gift card but I was unable to return them because the product is sold as "no return". I asked for the $30 difference, they said they would but it would not have a warranty and I could buy one on their website for $26.99.
When I opened the package, it was a different speaker model set with a lower frequency response. They are a bait and switch internet company with no regard for fairness. I feel cheated that they took advantage of us. I found the same speaker set I purchased for $129 for only $55.
Bottom line, Newegg.com will rip you off. They are only interested in profits. Don't do business with Newegg.com. They are predatory...
     
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Posted by Anonymous on 2010-12-24:
You don't mention where you found the better price, after your purchase.
Posted by saj80 on 2010-12-24:
If you have the original order showing a different product, then you have a valid reason for a return. A price change is not a valid reason, but wrong merchandise is. You don't say if the $55 price was from NewEgg or another retailer; if it is a NewEgg price, you need to understand that prices may change often. If it is another retailer, the time for price shopping is prior to the purchase, not after.
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Do Not Buy NewEgg Gift Cards!
Posted by Skookumchuck on 12/07/2009
CITY OF INDUSTRY, CALIFORNIA -- I purchased online gift card from New Egg on 11/6/2009; the recipient never received email from New Egg containing gift card.

I contacted New Egg customer service and they said they would resend the card to me and the recipient; neither of us received the card. I contacted the customer service department three more times and was told the card would be resent to both parties each time, but again, neither of us received the card.

On 11/30/2009, I asked that the gift card be canceled and the money refunded and I was told it would be refunded within 48 hours.

I called again on 12/3/2009, as the money had not been refunded to my account, and was told by a customer service representative that the card had been canceled two weeks prior, long before I first contacted them inquiring about the status of the card. They were not able to tell me why it was canceled or by whom, and insisted that the money had been refunded to my account on 11/19.

My bank has no record of the refund, and New Egg has not provided me with any information from their records indicating the refund ever happened, despite my attempts to gain that information.

I have spoken with numerous customer service reps and an escalation rep, all who have failed to provide me with any proof that New Egg refunded the money. I have filed a dispute with Bank of America about this matter, as attempts to work with New Egg to resolve the matter have been completely futile.

I have been a loyal New Egg customer for years, but I will never purchase anything from them again after this ordeal.
     
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Posted by bcd on 2009-12-07:
Ask Newegg to provide you with the confirmation number that they received when they issued the credit. Merchants receive a confirmation number with all credit/debit card transactions.
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