Newegg - Page 2

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1.2 out of 5, based on 6 ratings and
16 reviews & complaints.

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Incredible Scam and Run Around
Posted by on
My son has been a good customer at Newegg -buying many parts for the computers he builds. Recently he purchased a $600 Brothers laser multi-function machine for my home office. I was away and when I reutrned I was skeptical because I had always preferred HP machines."Save the box", I warned him, "In case we have to send it back". Well the unit was quite large and heavy and we had no place to store the box which we promptly cut up and recycled.

The machine NEVER printed. We spent the next several days with 3 separate levels of tech support at Brother. Finally, they sent a tech person to our home. He worked on the machine for 4 hours, installing new parts, and he could not get it to work. He said to send it back to Brothers.

After much run around, I got customer service at Brothers and their Indian representative told me that I could not send the machine back yet. They had a "process" that had to be followed and that would require another repair man coming to my home. They would call me back in 30 days to arrange that. Meanwhile, I had no machine in my home office. At any rate, they never called back.

I followed up with Newegg as per their return policy. I had to pay UPS $40 to professionally pack it. Today I got an e-mail from Newegg telling me that they could not process the return because some of the accessories were missing. When I called to inquire they said because it wasn't in the original box they would have to charge me a 15% re-stocking fee which came to $100. Can you believe this nonsense!!!
     
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Anonymous on 2009-11-24:
Yes. They only accept a return if the original parts are included, even the box.

Brother is such an easy printer to use and install. If you follow the directions exactly you should have had no problem. The only way I can see you having trouble is if you had a software incompatibility, or you did not follow the instructions.
Ytropious on 2009-11-24:
Well, you didn't follow your own advice to save the box. Don't you wish you did?
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No Customer Service
Posted by on
I ordered an LCD TV from NewEgg and submitted the order. Two hours later I wanted to add the extended warranty. Contacted customer service to add the service. I was told it could not be added so I told them to cancel the order and I would re-submit. Was told they couldn't do that because the item had shipped and they could provide the tracking number. I laughed and told them they may have a tracking number but it wasn't shipped. Was put on hold a few minutes and was told I would have to refuse shipment on the order. Now that was dumb. They are going to ship something they know will be refused. After a few more discussions, I was advised they would recall the shipment and once the item was back in stock, I would receive credit. WHAT A JOKE. The item at best was sitting on the dock waiting to be shipped. More than likely, it was not even pulled from the shelf yet. Anyway, I will wait to see when the credit is processes. Be warned, after you place an order, you will have NO CUSTOMER SERVICE.
     
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MRM on 2009-07-17:
Noooo! Not my favorite online retailer, Newegg!
lobo65 on 2009-07-17:
That's got to be the first complaint I've ever read about them. I've had great experiences with that company.
Soaring Consumer on 2009-07-17:
It is an unusual policy that they have, that the extended warranty can not be purchased after you buy the product even if you just paid for it, it has to be purchased at the same time.
Slimjim on 2009-07-17:
It sounds silly but they must have to perform the- what appears to be, unnecessary steps. Obviously they have a policy that a warranty must be with the purchase to avoid claims on pre-existing conditions, and this was the best way they had to deal with getting you set up that way I guess.
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Newegg Cancelled My Account And Won't Sell To Me For No Reason!
Posted by on
Hi all,

I ordered a video card, sound card and power supply from NewEgg. The money was taken out of my bank account and the products were shipped. Then NewEgg put an intercept on the package and it was returned to them. I saw this and tried to login to my account to see what was up. it said my account was disabled. I called them and the lady said that the verification department issued the intercept and she would talk to them and email me their reason. This is what I got:

Dear Customer
I’m sorry for the inconvenience, but we are unable to unblock the account in question or release information on why the account was blocked, unfortunately your address and account have been determined to be unserviceable at this time.


If you have any questions or concerns, please do not hesitate to contact me.

Thank you,

Newegg.com

I called them again and they won't give me a reason for cancelling my account. They said that they would look into it, but it has been several days and nothing. They won't let me buy from them. This was the first time I tried to buy from them. This makes NO sense to me.

Guess I will try TigerDirect or ZipZoomFly...

Let me know if you have any other suggestions. Too bad because they had great process and I had heard good things about them.

Thanks

     
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Soaring Consumer on 2009-03-17:
I have never heard of this happening before.

Make sure that they refund the charge.
lobo65 on 2009-03-17:
Weird. I've had very good experiences with Newegg.
madconsumer on 2009-03-17:
I have had exellant service form tigerdirect. I have a couple of reviews on them.
TGT101 on 2009-03-17:
Soaring why are you not suggesting the OP sue them in small claim court?
Soaring Consumer on 2009-03-17:
I don't think there is a justifiable reason to sue in small claims, as denial of service is their right as a retailer (although whatever their crazy reasoning is, I have no idea).

If they don't refund him, he can just file a charge-back through his bank.
Anonymous on 2009-11-22:
If they intercepted the package to make sure they got it back sound like they were being cautious of fraud. Have you ever noticed anything suspicious with your bank account or charge cards? Your name/account was flagged for some reason for them to go through all that.

Call them back, and tell them you are confused and want to know exactly what the issue is. Tell them you have noticed no issues with your bank account that would justify such a thing being done, and see what they say.
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Very Poor Customer Service
Posted by on
MINNEAPOLIS, MINNESOTA -- I have done business with Newegg in the past and chose to do business again because of their reputation and great customer service. I purchased a Toshiba 42" LCD tv with an added 5 year warranty. I received the tv July 18th. Newegg has a bulk item return policy that states that once the item is signed for, it is not their responsibility and to carefully look over the packaging and refuse delivery if there is a problem. The box looked fine so I signed for it. After unpacking the tv I plugged it in only to find the tv had a half inch band of blue lines in the middle of the screen. I contacted Newegg which told me to contact the manufaturer. I did just that and the manufacturer told me to contact Newegg because the item was brand new. After a couple more calls, I was finally able to get the number for repair tech (who the extended warranty is through) as well as a couple Toshiba authorized repair centers. Repair tech can't do anything until the factory warranty expires, and both service centers are refusing to look at the tv because it is brand new. They are claiming the defect was caused during shipping and isn't covered by warranty. I also called the company that shipped the tv and they are saying to contact Newegg as well. I contacted Newegg again with no luck. I have used their phone number, live chat, and email to try to get this issue resolved with no luck. Newegg refuses to exchange the defective tv.

Bottomline: I have just spent over $1500 at Newegg for a defected tv that I can't enjoy, get repaired, or exchange. I have a $1500 paper weight with an extra 5 year warranty.

I do not want my money back, all I want is for them to exchange my tv for one just like it that works, which they won't do.
     
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MRM on 2007-07-20:
Nooo... not a complaint against my favorite online retail, Newegg! I've been their customer for 5 years now and never had a problem with their product or delivery service.
Anonymous on 2007-07-20:
MRM, it will be a better day tomorrow, maybe?

I must agree with Pembleton on this one and add stop buying stuff off the Internet!!!!!!!!!!!!!!!!!!!!!!!!!!1
Extended Warranty on 2007-07-20:
So it begins, negative Newegg complaints.

Dare I say, you should have chose Best Buy over Newegg this time?
Anonymous on 2007-07-20:
I have to disagree here.
You should look at their return policy on large TV set. Most online retailers have similar policy.
I have order numerous items from Newegg.
Whenever I have problems with orders, their responds are fast and professional.
They also do not out-source their customer support to another country like Buy.com.
Furko on 2007-10-03:
I cannot believe folks are actually recommending NewEgg. What a rip-off company. They do not stand behing anything they sell, Man! Try buying an LCD monitor -- any LCD monitor -- from them. They cannot or would not tell you up front, for instance, whether the LCD panel is the dull, matte anti-glare or the shiny/glossy "BrightView," and whether the bezel is matte black or high-gloss piano black. This crucial information is NOT listed anywhere on the products specs area and you cannot tell from looking at the photos. Yet, you cannot return any monitor you buy from NewEgg for any reason whatsoever.

Better deal with TigerDirect, then, as they offer on many of the computer monitors they sell a 30-day exchange/refund period. Not with NewEgg -- you buy any monitor from them, and it is yours forever, Baby. Looks like they screw you with the TVs just as bad as they screw you with the monitors. Also, in trying to deal with them PRE-PURCHASE, I just had a feeling that they were rather crooked. Thus, I purchased from TigerDirect instead, where everything went fine. They were also honest with me up-front.
risingxsunx on 2008-09-26:
This one is tough; the damage was almost certainly caused in shipping; which is generally the case with large things. I make it a personal policy to open, inspect, and even test things that I receive through any shipping company BEFORE I sign for it, for this exact reason. You learn this lesson when dealing with anything based on insurance shipping.

It sucks that you've had this issue with Newegg though; I've had nothing but fantastic service and dealings with that company.
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Worst customer service I have ever encountered!
Posted by on
I am very dissatisfied with the customer service at newegg.com. I don't know if it is true for all CS representative but mine was awful. I received a defective CD Rom that I called and received a RMA number to return. This was a rush order so I asked if I returned it via overnight express if she could get a replacement out to me right away. She assured me she would rush it through the system. Well, here I am a week later with her telling me she's sorry but it has to go through the process that takes 3 - 5 days business days (and this is the 6th). It is apparent she has not done a single thing to rush this through the system. I told her I wanted a refund and I would go to a company that I could download this program online as there is too much work being missed by not having this program and I am falling behind. She told me no refunds on CD's again sorry. She flat out lied to me and I intend on complaining to the corporate officers if I can get some email addresses. I did receive an email today saying it would take them 3 more days to inspect this item. Will never buy from this company again, I know it was not their fault the disc did not work but when a customer service agent tells you they will rush your job through and go ahead and spend $20. to next day air the item back, you want to believe them. She should give me a refund on the wasted postage, really a terrible customer service experience. Bottom line is this woman couldn't care less, she has lied to me and done absolutely nothing to get a working disc out to me. She was totally useless in this case and I thing Newegg.com is sadly mistaking when they say that all of their customer service agents are fully trained. Don't know what they were trained in but it is not customer service.
     
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Sparticus on 2007-01-25:
I've read a few good reviews about NewEgg recently on this site... I agree you should get refunded for the rush shipping that never occurred. Hopefully NewEgg will come clean on it... From past reviews I've seen, they seem like a stand-up company...
MRM on 2007-01-25:
I'm sorry to hear that you've had bad experience with customer service at newegg.com. As stated in my Newegg compliment review, I've been Newegg customer for 5 years and always had satifaction every time I shop there.
Anonymous on 2007-01-25:
A good friend of mine always has good business with New Egg. Lets hope that this is isolated. Wonder what the PO could to help you with your loss doing the next day air?
diane38 on 2007-01-30:
UPDATE: After getting really terrible customer service from Newegg.com and complaining about it, my case was taken over by Jason who was helpful and very nice. He got my software to me quickly, explained the problem I was having and now Newegg.com has a happy customer who would recommend them to other with the knowledge that if you should have a negative customer service experience that they care enough to make it right. Good job Newegg and Jason.
Anonymous on 2007-02-16:
Hello Diane38,

Now that you see these people have worked with you, don't you think it's time to remove your post?

Kid7
Furko on 2007-10-03:
Fortunately, I have never bought anything from NewEgg, and I never will. Their "return policies" are the worst in the industry. Most stuff you buy from them, you are immediately stuck with. Also, you may order six different things from them in one basket, and each and every item will have a completeley different "return policy" with it.

Basically, with NewEgg, you buy it, you get stuck with it. They cannot or would not tell me up front, for instance, whether a monitor they sell has the matte, anti-glare panel or the shiny, "BrightView" panel, or whether the bezel is matte, flat black or mirror-like, high-gloss piano black. Yet, they will never take back a monitor just because you hate it, not even for a 15% restocking fee. They also deal with off-brands, brands that you can never, ever see in an actual, physical store first.

It is better to deal with local vendors or reputable online ones like TigerDirect, Mwave, and B&H Photo Video. With eaach of these, an LCD monitor return is possible. But not with NewEgg.
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Best Online Company
Posted by on
NewEgg.com has to be the best online company for electronic (mainly computer) items on the internet. I have ordered several items over the last 12 months everything has been as stated.

Shipping is always 3 day UPS.. They have deals and specials nearly everyday and even their normal prices are better than anyone else.

The only slight issue I do have is that they do not combine shipping.. Hopefully, they will resolve this one day.

Customer service is accessible and responsive, returns are handled OK and tech support are also available.

A first rate online company.
     
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