Complain about a product or service

Newegg.com

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.

Ryan of Chicago, IL July 20, 2009

Bought a 50" plasma tv and had it shipped to my dad's residence for father's day. The package arrived (6/23) in good condition where there was no reason to suspect damage due to shipping. My parents are old with my father recovering from triple bypass surgery. I stopped by my parents' place on saturday (6/27) to help them set it up and noticed cracks on the screen and internal damages. These damages do not seem to be shipping related as there are no signs of trauma to the box...the TV is still wrapped with factory laminates and without a scratch on any surfaces. I called them that same day but they are closed on weekends so I filed a claim online. Newegg.com was quick to dismiss my request via email for a replacement citing that I missed the 2 day window allowed for by their shipping company (AIT).

When I called them to resolve the matter, the customer rep was very pleasant and offered to take care of everything and even filed a RMA...promising quick pickup and an effortless replacement to be shipped. After receiving an email confirmation of the RMA and not hearing back in over a week, I called again only to find out that they had cancelled my RMA citing once again that I missed the 2 day inspection window set forth by their shipping company. I called again, with the supervisor (Sam Sheperd) in the background, they again promised me the same thing only to again denied my RMA via email. I submitted a complaint through the better business bureau (BBB) and dispute with my credit card company. I was then issued an RMA and this time approved...only valid if I would provide authorization to have my charge go through with my credit card company.

Only after my suggestion that their customer service is horrible in following through on promises for calling the customer that Diane Segue called me and left a message with the customer service number and an extension that does nothing because you could use menu options and no way of going directly to an extension. I could only leave a message with a rep because she's either "busy" or "not at her desk." She doesn't even have voicemail. This company is horrible! Diane - Please send AIT (your shipping co.) over and take back your defective item!

Debbie of Columbia, SC July 10, 2009

I have 2 pending charges of 1898.99 on my c/c for this company. I have never ordered anything from them, nor have I ever visited their website. Their offices are closed on the weekend so I cancelled my c/c. What a hassle-don't they verify anything for purchases this large????

Randall of Ferndale, CA June 26, 2009

Bought a laptop from this company and it failed with in three days. Advised Newegg of this specifying I would like a replacement. Was told that would not be possible and to contact the maker of the laptop. At that point I e-mailed back and advised the contract and then came to an agreement. The agreement was to have the laptop replaced with a new unit (same model etc) and not repaired due to time & knowing what was wrong with the unit. This was agreed on and advised once they received the faulty unit a New unit would be sent out with in the I get a heads up from Newegg's RMA dpt that the same laptop was being sent back repaired.

I e-mail Newegg and reinstated our agreement in turn the C.S. rep gets short with me and advised the only option is a refund. Needing my Mobile device I do a goggle search to find someone higher up in the Newegg C.S. due to the rep I spoke with refusing to do so for me. I find a fellow named Alex Villarino who has posted on a blog called (Newegg Sucks) Basically saying he is head of public image for Newegg and will handle any disgruntled costomers..I E-mailed Mr.Villarino who came across as wanting to correct my problem and send me a new Laptop as in the original agreement. We work out the details and he offers 75.00 for my next order with Newegg and a new laptop sent out to me.

I advised Mr.Villarino to Keep the 75.00 and put it to use on Next day shipping for my Laptop. (I was not going to ever shop there again) and Received an E-mail from Mr.Villarino advising the unit will be shipped out next day ups and to contact someone in C.S. for the tracking #, Do to Mr.villarino not being in the office that day. I followed his instructions and made contact with his C.S. dept. The rep could not find any docs about the shipping and had me e-mail what Mr.Villarino sent. I never got an answer that day about tracking # or any other reponce. This morning I check my e-mail to find the order had been canceled and my money refunded. After going again through costumer service, Mr.Villarino get in the I.M. chat.( was told he was not in the office today five minutes ago)by rep who was helping me.

We decide to chat on the phone about this. Again Mr.Villarino apologizing etc, We are only human etc, And now offers me a 100.00 off the price to once again make every thing OK Ihave spent the last two weeks dealing with this inept company to give them more money when I have not received the money I first sent. Further more I refuse to do business with Newegg ever and advised Mr.Villarino I was not playing ball.

Christine of Spring Valley, CA March 11, 2007

I bought a product that I learned was defective a couple of weeks after delivery. When I contacted Newegg.com, they told me that they do not accept returns -- even of defective merchandise -- unless the merchandise is shipped in the original packaging. They do not post this policy on their website or on the order confirmation. This is unconscionable.

They are screwing consumers by applying capricious return policies that are not disclosed to their customers.

Donald of Arlington, TN March 7, 2007

This is NOT a complaint, but a compliment. I ordered Novell's SUSE Linux, a new AMD Athalon 64 3200+ Processor, and 2gb of RAM yesterday afternoon, and by 5pm today they were installed and functioning perfectly on my computer. This is incredibly rapid and high quality shipping, so I felt it warranted filing the complaint form with something more positive.

A. of Kingwood, TX November 27, 2006

I bought an HP 4370 scanner for 93, which is much different fron the HP 4100 I had. I called for assistance and was shown how to use the different new features. I was asked all sorts of questions about the scanner, including how I paid for it, that is, I gave my the Mastercard number. When the MC statement arrived, I found out that I was charged 60 for the help call. I was not told about a chage dutring the call. My extended family has used HP products for manhy years, and I find that treatmet unfair. How can contact a live person at HP, or at least, how can I send an email complaint, asking for a refund. I cannot find that info on the various HP sites.

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