Complain about a product or service

Newegg.com

David of Hurst, TX February 25, 2010

Advertised that batteries and charger were included on product Recertified: MIDLAND ALR260R Two-Way Radio. Then changed there website to reflect not included. Very dishonest practice. See included emails so far. My original complaint to email:Newegg > Order Assistance > Other order related questions

Message: Id like the batteries and charge unit for the Midland N82E16872008090 it was my deciding factor on ordering them and is in the discreption specs. I also think it was wrong they you deleated the negitive coustomer feed back you had recieved today. Don't bother on offering me an RMA this was your mistake not mine refund me or get me the batteries and charge unit. I also had printed the earlier listing and feed backs that was left,

Their Responce: Dear Customer, Thank you for contacting Newegg. We apologize for any inconvenience this may have caused you. It is noted on the website that no battery was included and the item is a recertified item so that it should come without any accessories. In this case, if you would like to keep this item and purchase the accessory directly, we are willing to make an exception to offer you a 5.00 credit as a customer courtesy. Please let us have your concerns and we will be able to further assist you.

If you have any further questions or concerns, please visit our FAQs page. If you still need assistance, please feel free to email me directly and I will be happy to assist you. How did I do today? Eggcellent! Poorly Thank you,

My Responce: think that your being dishonest, I told you I printed and also copied your original web page. You have since deleated and updated. Bad move on NewEgg's part our company has has used your's for years I think will just have to do our transactions elsewere I am only one person from out IT department just check your records per our address.

As this is only a small transaction, Your company by you admitting that your site now states that the batteries were not included on the refurbished radios and I have proof that it previously did you might want to turn this over to your supervisour. As im going to turn this over to our legal department for you have just comitted a greater crime by not being honest to your customer's. This is not how you correct mistakes on your part to the end consumer.

Hsien of ELK GROVE , CA December 23, 2009

on sep 26, 2009, i placed an order for onkyo tx-nr 3007 av receiver for 1399.99 (plus tax will be 1514.42). at the same time i opened an newegg preferred account for 12 months 0 interest deferral if purchase over 999. i paid 100 (min payment around 45) each month. They keep going to charged my interest at 21.99% for cct 09 27.12 and nov 09 25.08. I called and login my account to email them (newegg.com and preferred account) 4 times, i am never get any respond form them. They try to use any methods not to answer my questions and credit the overcharge back to account. i will payoff balance tomorrow (12/23/09). Here i am sending this complain and hope no other customers be cheating by this company.

Debra of Azusa, CA December 16, 2009

I purchased a NAS server and 4 hard drives. The NAS server failed within 1/2 hour of use. I communicated with Intel and they determined it defective and I could return to them for repair or return to store. Thru Newegg LiveChat I asked if they could replace and they confirmed they would and issued an RMA for replacement. Returned to them and waited days without a replacement. I used LiveChat to find they didn't have stock and would issue a refund. I could have returned it to Intel, instead. Since I didn't have a server for the hard drives, I asked for an RMA to return them.

They state they will issue a RMA response within 2-3 days of receipt. After 2 emails and 7 days, I again use LiveChat to ask when my refund will be issued. They state that the drive's serial numbers don't match and that one is damaged, denying the refund. I returned the same drives they sold me, in the same condition and packaging they were sent in. The drives are shipped in a sealed gray anti-static bag without any serial number on the packaging. I have no idea how they can determine the serial number for shipping, but it is likely based on paperwork and not physically inspecting them. I spoke with a manager, Maria, who promised to research and call me within a couple hours. No call and no email. They have their/my drives and my money. They won't give me a name of a manager/owner who can resolve this matter.

Rich of Orwigsburg, PA December 11, 2009

This year so far I have spent nearly 4000 with Newegg, and I sent the below question to “Customer Service” and got an automatic answer that Newegg doesn't match other retailers prices.

I purchased an Iomega 1 Tb external hard drive for 99 on Black Friday. An our later I saw the same thing at Tiger Direct for 89 reg and on sale for 79.99. I tried to cancel Newegg order but you never can, I contacted customer support who responded with a terse reply. Then I contacted a "Senior Customer Service Professional – Public Image" I knew. Here was her reply and see if you can make sense of it. "Newegg does not offer price guarantees nor do we price match competitors’ prices as we consistently make every attempt to offer our customers low prices and great savings."

In other words we make every attempt to have the lowest price but if we fail, "who cares?". I have been trying to find someone higher up "the food chain" to complain to but they are too well insulated. Business must be good if they don't care about 4000 a year. Good thing because they have lost me forever.

Carolyn of Somerville, MA December 7, 2009

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 rep 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. DON'T BUY NEW EGG GIFT CARDS! I still haven't been refunded the amount of the gift card (75), and I've spent more than 6 hours on the phone with New Egg customer service reps and my bank trying to resolve the matter.

Nicholas of Chicago, IL December 5, 2009

UPS ignored directions to leave packages with the storefront in my building and left the package on the street for 5 hours in Chicago. The package was then stolen I assume. I filed a claim with Newegg who refuses to refund the money or reship the order for up to 15 days. The representative Vanna deliberately misled me during the online chat to resolve this issue. Specifically she would not say how long either claim will take, stating my 525 dollars may be in limbo for "upwards of 15 days".

Jacquelin of Etna, CA November 2, 2009

New Egg's web page promises next day delivery if order is placed by noon. Mine was placed at 11 am on Friday. I paid extra to both New Egg and Fed ex for overnight delivery. Both buyer & seller are in California. The item is scheduled for delivery on Tuesday. New Egg promised a refund of their credit, but I could have ordered the item from New York and had it on Monday. I feel cheated.

nicholas of rhododendron, OR October 22, 2009

I recently purchased a HP laptop from Newegg on 10/17/09. Everything seemed fine at first. I went through "processing" for 2 days and finally my card was charged. The next day i recieved an e-mail stating my order had been canceled due to lack of inventory. Problem is, i haven't recieved my money back. I've called 5-6 times and keep getting the same [run around] about their "policy" might take DAYS to refund my money.

What kind of idiotic company charges their customers before verifying the stock for that item? Newegg does. Never will i order anything again from them. I'm printing fliers to post around school about there poor service, and plan on posting this on every consumer blog there is out there.

Gary of Nederland, CO September 2, 2009

I had purchased one of their wireless cell phone extenders (zBoost YX510PCS/CEL) from NewEgg.com. After working with their Tech Support on two separate occasions, I have been unable to make the product work as expected, so I wanted to return the product under Wi-Ex "30-day money back guarantee". NewEgg does not offer a return policy on this product. Wi-Ex claims the 30-day money back guarantee is only if the purchase was made directly from them. Nowhere does their documentation or website indicate this as I researched it before I made the purchase. The unit cost 289 from NewEgg. I shouldn't have to pay that kind of money for a product that is not working for me as the unit is designed.

Tony of Sarasota, FL August 15, 2009

I ordered a Yamaha home theater receiver from Newegg.com in July. It was defective (DOA) so I obtained an authorization number from them to return it for a replacement, while stating that I no longer had the original cardboard box it shipped in. No problems, yet. I paid 30 to return it for my replacement.

I was then notified two weeks later, after many emails and phone calls regarding the status. I was told it was being returned to me because of the shipping box issue. But, I am still expected to pay for the defective item.

The service personnel were rude and dishonest, saying they were certain they would honor the replacement. Very poor customer service. Seems that no resolution can be achieved.

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