CALIFORNIA -- On Black Friday 2015 we ordered $1,100.00 in computer parts to build a new system for our son in college. They shipped via UPS who in left this package on our front porch and no one home. The package was stolen. We contacted Newegg and they contacted UPS to do an investigation, which 3 days before Xmas was still not resolved. I got very impatient and tried to get this resolved so to have the gift for X-mas, one of their customer service members talked me into doing a whole new order (which I paid an additional $1,100.00 for; they in turn paid for 2 day shipping to have this under the Xmas tree).
They told me that once UPS would complete their investigation, they will refund the money. Too bad it was NOT THAT EASY. The Newegg idiots then sent this shipment to a totally different address even AFTER they confirmed my mailing address. I managed to get that money refunded, but the initial shipment made in Nov. they were dragging their heels.
Needless to say our son never got his X-mas gift. It is now Feb and this issue still has not been resolved. They refuse to send new parts or refund our money because according to UPS they "delivered the package to the correct address, and therefore will not cover the cost."
Newegg then decided not to refund my money nor ship out the computer parts. They claimed that the 2nd shipment they made and refunded because they shipped to wrong address was the refund, and therefore the issue was resolved. Never mind that they are two separate order numbers placed on two separate dates. They were not even considering the fact of the initial shipment from Nov. They seem to think that initial $1100.00 was a present to them I guess.
Now Newegg claims after 2 months that they want to see a Police report. Sure why not report something stolen 2 months after the fact. After forwarding this police report, and now DEMANDING money refunded, I am still waiting for their reply. I went to the bank to dispute charges as well to get my money returned.
I don't care if I have to pay 4 times as much for computer parts by shopping somewhere else; I will NEVER buy anything from Newegg again. After this great experience they can kiss my ass! SHOP AT TIGERDIRECT instead. Never had issues with TigerDirect.
Thank you for taking the time to post this and I am truly sorry for this entire situation.
After locating and reviewing your account, it seems that one of our agents who was in contact with our claims department emailed you yesterday informing that the claim was to be accepted and that a replacement order can be created however it will be shipped with a signature requirement.
I have emailed you directly with more information in regards to this request.
If you have any further questions, feel free to reply back to my email.
-Mike (Newegg Support)
CALIFORNIA -- I am a "primer" member and have been shopping at Newegg since 2009. I own a small business building and fixing computers. I've been mostly using Amazon for my business needs but have used Newegg frequently personally. So I tried moving some of my business over and a fiasco ensued which cost me $300, headache and potential loss of a longtime client. None of which was my fault. Newegg support offered me some assistance on a new purchase. It's difficult to call as I am very busy throughout the day and get pulled away and can't give my full attention.
I recently have not been able to speak with who has been assisting me as they are so busy. I've been trying to work out the situation over email. To make matters worse when I am communicating via email most of the time something is completely missed, when I'm obviously asking a question it got ignored and an agreement fell through. The poor communication and lack thereof has made this more of a hassle than it has to be. Perhaps the intention was good at first but I've gotten nowhere.
WHITIER, CALIFORNIA -- I purchased a MacBook Pro on 3/1/2015. Had to send the first one back, did not work. Second one worked for three months then crashed. It was too old to support an operating system supported by Apple, so I got no protection from Apple and was not able to use Safari or any other Apple apps. When I contacted Newegg in October 2015, I was told I could not have a refund or credit. I had to use their warranty company (third party) VT Services. Between October 2015 and March of 2016, I had to send each computer back to VT Services because they could not fix it properly.
It's no wonder because the MacBook was old, scratched, very dirty inside with dust bunnies around the fan, and electrical tape around frayed wires. VT services has now told me that I must go through Newegg because the computer is too old to support an operating system that Apple supports. When I called Newegg today, they said "No refund no credit, because it's been over a year." I don't think that Newegg has any intention of standing behind the cast off computers they sell as refurbished. They used to have a good reputation, but no longer. Don't buy anything from them. They can not be trusted.
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 ** stating that my tablet was not returnable because that I opened the box! How else was I supposed 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 supposed 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 **. 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, ** 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 ** 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 **. ** was surprised when I told her the service contract was not a service contract. SNET does not repair, or replace anything. ** said they were supposed to repair or replace the tablet. ** is now contacting SNET to try to 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.
I returned a product within 3 days after receiving it and they charged me over $100 for a $400 item - one small box - for a restocking fee. That is a consumer rip off. My mistake from ordering from them to begin with. Based on the customer service I received, I should have known better.
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 photograph 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.
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 firstname.lastname@example.org 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.
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. Thought everybody that you talk to seems like a kid. Even a manager named **. He seemed young and did not seem to know what he is doing. Tomorrow 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.
Dear Valued Customer,
We are very sorry to hear about the TV that you received. We will certainly be happy to assist you with this situation. Please email us your account details to email@example.com and reference this forum. We will do everything we can to resolve this matter to your satisfaction.
We look forward to hearing from you.
CITY OF INDUSTRY, CALIFORNIA -- On October 21, 2013 I ordered several items from Newegg 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 Newegg. 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.
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.
THIRD WORLD -- I have learned to be careful NOT to make a purchase on newegg.com when it is a "marketplace" 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 whom 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 the 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.
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 let's not forget that the mail in rebate expires on the 28th.... I practically begged for anyone 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!