CITY OF INDUSTRY, CALIFORNIA -- I purchased online gift card from Newegg on 11/6/2009; the recipient never received email from Newegg containing gift card. I contacted Newegg 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 re-sent 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 Newegg 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 Newegg refunded the money. I have filed a dispute with Bank of America about this matter, as attempts to work with Newegg to resolve the matter have been completely futile. I have been a loyal Newegg customer for years, but I will never purchase anything from them again after this ordeal.
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 returned 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!!!
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.
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: "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."
I called them again and they won't give me a reason for canceling 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.
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 manufacturer. 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.
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.
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.