NewEgg.com Customer Service Complaints - page 3

I will NEVER do business with Newegg ever again. Their customer service is the worst I have ever experienced. I just got off of the phone with the customer service and I got, 'I sorry that this happened" and that is it. Oh, they did offer to ship another NIC out to me and I would have it by Monday when I needed the part Friday, which is why I ordered from them. I also purchased a sound card from them and, because it was defective, I had to send it back and requested a replacement part but all they would do was to credit my card, which I specifically asked them NOT TO DO. I could go one but you get the picture....NEVER BUY ANYTHING FROM NEWEGG!!!

Newegg has a nice elaborate website with great items and searching is very good too. I think the prices are quite good at times. But that is where the good ends.

I find Newegg to be one of the worst examples of an online store beause of the manner in which they conduct business with customers. They avoid giving refunds at all cost and when someone returns a defective item, they will make their own judgment once they receive the item. They will challenge the intelligence of known professionals with half wit employees that are accepting returns and claiming they tested fine. This needs to be regulated by some higher authority because I find this type of arrogance outrageous.

I have made several purchases from many online vendors, including Newegg. Every time I order from Newegg, I seem to get an item that is supposed to be new but always looks distressed or already opened and sometimes shows signs of wear. I believe they might be filtering alot of B stock in with new items being sold and this also should be investigated. I received a $285 power supply that was obviously a repack and it was sold as brand new. I saw signs of wear and even possible defects in workmanship or damage. They never resolved the issue with me. Any other company, even a private individual on Ebay, would give an option for a discount or give me the OK to return for a full refund. I know better than to return it to Newegg because they will say it is perfect and then try charging me a restocking fee

Newegg customer service takes days to respond to email. Once, it took more than 8 days for a reply. I find that very inadequate.

Bottom line is, I would not give newegg the satisfaction of selling anything to me ever again. In fact, even if they are selling something I want cheaper than anyone else, i would not even try to get another company to price match newegg. I would not want to acknowledge Newegg's existence and hate them with such a passion it makes my head want to explode!!!!. They will have their day and I am sure karma has a way of bringing balance to the world. Newegg does not deserve to be considered when shopping online. If you have good experiences with newegg, maybe you are just one of the lucky ones getting their A stock items. But it is a fact that I have regretted every purchase due to quality issues and they do not respect buyers who experience real issues with items. They try to make up for their losses by charging restocking fees even when items are defective. I am a witness to this as are many others.

That's all I got regarding Newegg. Isn't that enough said?

I have had multiple customer service issues with Newegg, from them sending out the wrong item to receiving items DOA. In every case I have to spend hours on the phone w/ customer service to get the issue resolved and it is never resolved after the first call and they don't follow through with what they say they are going to do.

I am really unimpressed with the service I have received from Newegg.ca. I ordered a computer from them and when it arrived I found it resetting itself every time I used a more demanding application. This is no big deal, I understand that occasionally defective products leave the door. I arranged for a return and I sent the computer back. The computer arrived back at Newegg somewhat damaged (though they never sent me any sort of proof of this) and they accused me of improperly packing the computer for return shipment. This is untrue. I reused all of the foam that the computer came with and it felt secure when it left my house. Newegg refused my return, despite the fact that they provided me with a defective product to begin with. I have tried repeatedly to plead my case with them, now they are not responding to my emails. I don't think it's unreasonable for them to provide me with a working computer, as it's what I paid for. A new computer is a large investment and I really feel that I have been ripped off by Newegg.ca!

Stay away from this company i bought a samsung un50f6400 got it set it up and had bad burning smell also picture get bright and dull also would go on and off by itself and smart hub would go oon and off got a reply from newegg.com from a ronald saying there is a setting called echo it ajust your brightness well that was off so that was shipped back monday the 21st they should get tv by 24th and i should get refund by may the 2nd if not my credit card well get involved in this scam stay away from newegg.com and go with amazon i made a mistake dont you do the same if newegg.com responed to this dont belive them all lyes

I would avoid newegg at all cost. Two weeks ago I ordered a system, and their verified by visa crashed, ... problem here, is if verified by visa doesn't approve then the transaction should fail, instead, I get billed for two computers. I went through live chat, within 15 minutes, and they told me it was too late, to wait and if I received an extra computer to refuse it, let it get shipped back and I have to wait 2 weeks to get a refund on my credit card. I call BS, I don't know any online business from the time you place an order online, the item is packed up from the warehouse, loaded on the UPS truck and the truck has left all in 15 minutes.

Tonight, I ordered another system. Their checkout system crashed, a whole different issue. Again, they attempted to double bill me for the same order. Needless to say, there is no contact number, only a live chat that you can use (difficult to find) to talk with someone. Tonight I was told I couldn't modify my order, I could only cancel it meaning they already billed my credit card, I would have to order and pay again for a system, and wait 2 weeks for a refund.

This is absurd!

As a computer repair shop owner, I cannot stress enough how frustrating and absolutely ridiculous newegg runs their business. I am beyond disappointed, I'm absolutely infuriated with this company and would NEVER recommend them. If there are no numbers to call for sales, and you have to go through 15 minutes to even find a live chat assistant, oh lord, I don't want to even begin thinking about requesting an RMA# - for returns.

NEVER WILL OUR BUSINESS USE NEWEGG AGAIN! EVER!!

repeat customer but no more!!!!! purchased a Hinsense tablet on 2/23/14 ...tablet would not charge..since this was a refub had to return to 3rd party at my expense. received 2nd tablet 3/17/14 and after 3 weeks charging port broke completely off. Newegg will not accept responsibility for defective product even though sold thru them. I have asked for a credit to purchase a replacement but was offered a $15.00 gift card....not happy

Poor service, poor customer service all over $3.99. I ordered an item on 1/30/14, it is now 3/27/14 and I haven't received the package. Customer service tells me I have to contact the seller myself to resolve this. Well I ordered it for Newegg.com, paid Newegg.com and they want me to contact a third party seller to resolve this, and wouldn't refund the $3.99. Now they have lost a longtime customer. They used to be really good, but now as they got bigger, the customer doesn't seem to matter as much.

I'm usually ok with Newegg...but not anymore. A phone I ordered was advertised as an item Newegg sells and ships. Everytime I go to track it, the Newegg website says it's being "packaged." After a half dozen calls to see what the hold up is, their reps tell me; "It's really a virtual warehouse." What the hell is that? Can you call a human being there to "package" and ship the phone?



Uh...no, we can't.



Well, isn;t that precious. They've got my $ while I have no phone.



Today, I spoke with a supervisor named Chrystal who assured me she'd "work all day on this to get it resolved" and would contact me. Guess what?



No contact.



If someone from Newegg reads this, here's the order.

I have dealt with them since 2003. I have many pages of orders using them. I live 60 miles from their warehouse. My order was placed on 12/17 They shipped my purchase right past my house to Maryland. It sat in Maryland from 12/19 at 4am til 12/27. Got the we will get back to you in 24 hour e-mail 12/26. Nothing from them second e-mail I sent was 12/31. On 1/1 they got back. They offered me a 5 dollar credit. I declined and requested my name be removed off their mailing list. On 1/4 they marked it resolved. I'll never buy there again. I guess they have gotten to big to care about people who made them successful. Resolution time has come and gone. It's too bad they were once a really good company. Upside is there's lots of other places that sell what they do.

I only received half of special bundled order. The other half of my order was returned by the shipper under an RMA, I assume it was damaged. I made several attempts get Newegg to send me a replacement under the original special offer but was told to reorder at full price if I still wanted it. I was also charged full price for the item I received. Since I had no use for it without the other piece, I returned it. To add insult to injury, Newegg charged me a substantial restocking fee plus return shipping. I will not be doing business with this company again.

I couldn't agree more with the many other complaints I have read about the poor customer service offered from Newegg. It seems as though the primary focus of online retailers should be logistics -- efficient, expedient shipping. I received a desktop computer (an essential for both my school and work) that was broken in shipping. I paid for expedited processing and shipping, but with the hassle of having to return damaged product I have yet to see my order in nearly a month. The status of my RMA has bounced back and forth from received to packaging to received. I spoke to a very polite, albeit completely useless customer service representative who said "the warehouse probably forgot to inspect it." This lack of effective communication between warehouses and call centers seems a glaring fault in the business model. I don't even mind calling the customer service line, like I said, all of the representatives I have spoken with have been very pleasant and courteous. I just have absolutely no faith in their ability to solve problems, they simply don't have the means to. Once (if) I finally receive the product I ordered, I intend on taking my business to a company that is better equipped to assist its customers.

I purchased about a dozen hardware parts and accessories last month.

One of them, a motherboard, did not work. I replaced it with a known-good motherboard from a local retailer, and it fixed the issue. All other parts were fine.

I followed the RMA process and, thankfully, I also took photos and video of the board before packing it up to return.

Today I received an e-mail notification from Newegg that they determined the board (and specifically a blue heatsink) was user-damaged and not eligible for a refund.

Now I must begin the long, arduous process of spending my valuable time escalating this issue up the chain because (I can only assume) someone at Newegg mishandled the item. I can reach members of their executive team directly, but am hoping their support channels can handle it appropriately within their scope first.

Disappointing.

I recently purchased (11/29/13) a MSI FM2-A85XA-G43 motherboard from Newegg. As stated in the RMA;
After installing the motherboard into an existing computer, it wouldn't power up. I tried replacing the power supply, still nothing. I reinstalled the original motherboard and all worked.

I understand that not everything is 100%. I happened to get a bad board. It happens. I have an older MSI motherboard in one of my computers that works great. As per Newegg instructions, I started an RMA and took it to UPS. It cost $15.00 and took a week and a half to get there. USPS 2 day Priority would have cost about $6.00. According to my RMA at the Newegg website, upon receipt of the board, it said my request was approved. Sometime later I got this email:


Thank you for requesting a Return Merchandise Authorization (RMA) at Newegg.com.
Your RMA return was received and sent to our Inspections Department for closer examination.
Unfortunately, the below item(s) was physically damaged and beyond the applicable Newegg.com warranty coverage as indicated in our Standard Warranty Policy.
The Item # 13-130-709 MB MSI|FM2-A85XA-G43 R was received damaged. The item’s PCIe slot is damaged possibly caused due to improper use, overclocking, or customer neglect. The item has physical damage that is not covered by Newegg’s standard warranty. End-user would need to contact the product manufacturer for direct support.”

Last night I finally received my board back. Total time, over a month!

Upon inspection, I see someone broke off the end tap on the PCI connector for the graphics card. It was intact when I sent it out. This tab was incidental anyway. Form, fit, or function, I would not have returned the board for this. To add to the problem, the person who broke it scotch taped the tap onto the board. I would assume you would teach your technicians about ESD. So now, even if someone was able to get the board to power up, it could have a latent ESD problem that would show up later.

I see now that this board is no longer offered through Newegg. Is it that you didn’t have a replacement, so you physically broke mine, blamed me, and sent it back? Really, you should be ashamed of yourselves.

I am very disappointed in Newegg. Some of my coworkers have been following this scenario (a lot of them order from Newegg). This morning when I told them about the scotch tape on the board, they couldn’t believe the blatant disregard for ESD practices.

I will find every blog and review I can to post this scenario. Nothing against MSI, but to the “customer service” of Newegg. I will never buy anything from Newegg again.

Let me start out by saying that i purchased a motherboard from them before Thanksgiving in 2013. It took almost 2 weeks to get the board and when did it was defective. I sent it back but without a cable. It took several weeks to find that out. That is not their fault but mine. i sent them the remaining items back and was assured that the rma had been completed and that they would be shipping me my replacement mother board 2nd day air. that was on the 6th of Jan 2014. On the 8th i find out that they had issued a refund. I will never buy anything from them again. I didn't even bother to contact them over this last episode. i am sick of dealing with them.

I placed an order with NewEgg on Dec 30th and I used 3-7 day shipping. My order was held in a packaging status for 3 days. Once I received a tracking number it stated it was shipping from the east coast. One of the reasons I have used NewEgg for several years is that I live near them in southern CA. My tracking number stated UPS hadn't received my package but my estimated delivery date was Jan7th. I called to cancel my order but two customer service reps wouldn't cancel it. The next day my delivery date moved to Jan 8th and now Jan 10th. If I knew my item was coming from the east coast I would have never ordered from NewEgg.

poor service I have been trying to talk to someone about an order that has been place using mt account. I have cancel my credit card. have attempted to contact you

I placed on order for an external hard drive, that had shown as SHIPPED on their website, but tracking the UPS number, it had never hit the road, only the electronic information received. I sent a note through their online support portal - never received any response. I had to call them, and then was tersely asked if I wanted to a refund or exchange, despite the fact I was polite throughout the entire exchange.
I put in a claim for an exchange, and over 24 hours later, nothing has changed, no word or updates. I'm thinking that I'll have to move my company's business to another provider who actually responds.

Live chat gives an infinite "submitting" status
Their "cancel order" button is useless as it does not cancel your order.

The slowest service and shipping I've ever received from any one. Order made Nov. 30th tracking says won't be here until Dec. 18th.
I have done a lot online business including Newegg for 9 years. This is a company I recommended to everyone.

Order placed and confirmation received showing shipment date of 12/5/13 with tracking number. Unable to track with number provided and have not found web link to report this to Newegg.

I was a newegg loyal customer for years.

but I had a big issue on an order placed for the Obihai OBi200 VoiP device on Oct 25 2013. The Package Shipping label must be wrong, someone put a wrong zip code there when they package it.

as such, the ups msi/usps could not locate the address, so it got returned back to newegg.

When I called newegg customer service, the customer service lady didn't even know how to check the usps tracking website. and She never admit this is a newegg issue.

Now I have to wait for the package return back to newegg. And hope they'll refund the cost to me asap. and since I didn't receive this onsale item, I also missed it as a gift day.

I was also a loyal customer until they called me a lier about a purchase of a motherboard in 2012. I stopped buying completely from them and went to Amazon. Best Buy is also failing in sales, Newegg posted earning but I think they cooked the books and Best Buy well no one is buying. Reason why these online retailers are falling is because customer service sucks. In the age online technology we consumers should have the upper hand. Tell everyone, post it, complain to organization that will listen. Hard Forum is my online blogger site I go too.

I purchased an Acer laptop form this company. 4 days after purchasing it, it went on sale and I requested a price match. They refused to credit my preferred account for the matching difference and issued a customer care gift card. 2 weeks after purchase, I discovered the keypad was not working on any of the programs. I restored the machine and retested and it still did not work. I attached an external keyboard and that did work, so I know the keyboard of the laptop was bad. Filed an RMA and returned the unit. They received it and claimed to have tested the unit and said it was fine, NO WAY! They charged me a 15% restocking fee. After doing an online chat with 3 reps and a supervisor they would only agree to refund the 15% if I bought a laptop of equal or greater cost. Since nothing was on sale, I was forced to choose a laptop with lower specs that cost $40 more. I figured that by using the $80 gift card I would still be receiving a sale price on this unit and I was okay with that. 4 days after receiving the new laptop I received an email saying they would be deducting the $80 gift card from my refund. They also refused to supply me with a report of the test conducted by their technicians on the broken laptop, so I know they were lying to me. They flat out lied to me and forced to pay $40 more for a laptop that was not as good as the first one bought. I've been a customer for 10 years but I can never recommend them again after they have treated me this way.

Today I placed an order for a students version of Photoshop CS6 Extended. I placed the order and realized immediately that I had selected the mac version instead of the windows version I needed. I immediately tried to call be there was a half hour wait so I went to the chat. There I spoke to a person by the name of Katherine, she informed me I was in time and the order would be cancelled. About an hour passed and I had not received an email confirming the cancellation and in the meantime the auth for the credit card had gone through. I called again and spoke to another person who informed me the cancellation had gone through and I just had to wait for the shipping dept to process it and they would send an email. I tried to tell her it was a download and I didn't understand what shipping had to do with it, but she wished me a good and disconnected. 3 hours still no cancellation email so I get back on chat and speak to a Maggie. She informs me there was no cancellation and there was nothings she could do. So we go back and forth and I am asking why if they can't refund the money why can't they send me a link for the windows version. Just same answer time after time. I know they can tell if I downloaded the software so they know I didn't. She says, well download it and sell it on Craigs List. Like everybody on Craigslist has a student account that can activate the software. Ya need to prove you are a student. She says she is transferring me to her supervisor and then proceeds to disconnect me. I will never in life order another thing from Newegg.