ComplaintsforNewegg, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 2nd 2024, I ordered a keyboard from Newegg.com. It was the Mountain Everest mechanical gaming keyboard, priced at $84.79 (Confirmation of order is attached). I was given an approximate delivery estimate of July 9th. My card was charged at that time, and $84.79 debited from my checking account (account summary attached). The item the left the warehouse and *** began tracking the package. At this point, the transaction was complete, money had been exchanged, goods had been dispatched, and the shipping agent had custody of the item. On July 8th at 8:41am, the *** tracking information was updated to Out for Delivery, however, at 3:30pm, the status was changed to Return to Sender Requested. I made no such request, and I was not provided any explanation or notification. I contacted *** who confirmed the request had been made by Newegg themselves. I then contacted Newegg to ask what was going on. I was informed that they had mis-priced the item, and therefore had decided to cancel the delivery themselves (without my knowledge, nor any notification). I requested an immediate refund, but it was denied. I was told they would refund the item when they received it back in stock. This is unacceptable, as: 1. Money had already changed hands, goods had already been dispatched from the warehouse, and the sale was complete and verified.2. The re-Route of my property was made without my knowledge, with no notification.3. The money paid is still in the hands of Newegg, despite requesting an immediate refund due to non receipt of goods and the issue being precipitated by Newegg. Considering other purchasers closer to the dispatch point more than likely received their goods, I want the same courtesy.

  Business response

  07/09/2024

  Hello ******,
  
  I'm sorry to hear about your experience with this order. Your refund will still be returned to you in 3-5 business days depending on your form of payment. I also went ahead and issued Eggpoints for the equivalent amount of the price difference (The Original amount you paid to the current pricing of the item: $70.00). If you have further questions or concerns please reach out to us.
  
  Sincerely,
  
  Newegg Support

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you also to Newegg. I shall reorder shortly.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gaming pc at Newegg.ca and opted at the time not get the extended warranty because they advertise that you can add it up to a year after purchase (This is still advertised on their website at ****************************************************************************). I chatted in to add this the other day and they told me it was US only, then told me it was at time of purchase only, then it was up to 30 days only and then told me to call CPS and maybe it's a possibility.Whenever I asked about the fact it's advertised on their site, they just dodged the question. To me this is false advertising and a company that couldn't even keep their lie to me straight during the support chat.I just want to get answers as to why they're falsely advertising a service on their website and ultimately be able to buy the extended warranty.Note: the advertisement only states that you need to contact CPS to make a claim, not add the service.I have also included the transcript of my chat with support.

  Business response

  07/02/2024

  Hello *****, 
  
  Thank you for contacting Newegg and bringing this up to our attention. I have reviewed your interactions and I have escalated the Agent you chatted with to the proper channels. I have also forwarded this to our Tech Team to have this page removed since we no longer offer CPS. If you would like to purchase an extended warranty, please use the following link: ****************************************************.
  
  Contact Likewize (****************************************************contact-en-ca/ ) and see if they're willing to offer you an extended service plan that will cover your ABS gaming desktop in the next few years. In the contact page, you should select "New Coverage" as the request reason.
  
  Sincerely,
  
  Newegg Support

  Customer response

  07/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bike with this company. The bike is damaged and does not work. It steers to the left and the frame is bent.

  Business response

  06/14/2024

  Hello *********,
  
  Thank you for bringing this to my attention, I am having difficulty locating you Order based off the information you provided. Can you assist me by giving me the Order Number? I look forward to assisting you.
  
  Best Regards,
  
  Newegg Support

  Customer response

  06/17/2024

   
  Complaint: 21845634
  
  I am rejecting this response because I have messaged your company by email, phone and text several times with no response. My order number is 200012068564313.
  
  Sincerely,
  
  ***********************************

  Business response

  06/18/2024

  Hello *********,

   

  This is Newegg Support, and thanks for replying back to us. We see that your Order # 200012068564313 is a ******* order number; however, after searching it up in our database, we are unable to locate any of your purchase information regarding the bike. I apologize for the confusion here, but since we're a Marketplace seller on *******, you may have possibly purchased the bike from a different seller, perhaps. Can you kindly provide screenshots of the bike item page & order information in your ******* account, showing that the bike was sold & shipped by us Newegg? Thank you.

   

  Best Regards,

  Newegg Support.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a computer case from newegg as my old system was out of date. Along with a motherboard, memory, video card, cpu, heatsink, and power supply to build a new system. After it was built. It would not turn on, As an A+ certified technician who has built computers for 30 plus years you start to think it was the something other than the case. So I replaced everything three times. This allowed according to newegg for the return policy to expire. So what is the likewize insurance for 3years? This is my complaint. Who are they? Newegg use to have Allstate. You have no way of contacting Likewize. Is this just another way for Newegg to collect money? I am about ready to request a refund on all of my computer parts and go else where.

  Business response

  06/11/2024

  Hello *****, 
  
  I sincerely apologize for the inconvenience this experience may have caused. This is not the shopping experience we strive to provide, we do however provide the Support Link (****************************************************) upon purchase so you may easily file a claim on your own through Likewize. We appreciate your patience and understanding regarding this matter.
  
  
  
  Sincerely,
  
  Newegg Support

  Customer response

  06/11/2024

   
  Complaint: 21821468
  
  I am rejecting this response because: I sent you the invoice or receipt that they sent to me.  Do you happen to see that website on there?  So I am still asking what is this likwize?  Why did they drop Allstate?  Why is it so difficult to get any answers as this link isn't even on their website.  All I want is to make this purchase right.  I have no way of know if this box even created problems with my power supply or motherboard until I try a different box.  At this right they will end up expiring from having to be returned because of over the return date due to this issue.  This is why technician such as us have equipment to determine if something works or doesn't work.  I have started testing everything now once it gets to me.  Only thing you can't test if they are bad is memory or cpu's until they are actually installed into the case.  then you have lights on the motherboard that will tell you if the video card or memory, bios, cpu is not working properly.  Only if the power supply and or box is working properly.  At this poin I all the above is working properly except the box i.e. case.
  
  Sincerely,
  
  *******************

  Business response

  06/18/2024

  Hello *****,

  Likewize is an extended warranty provider just like Allstate. Please see their website for more information -protect.likewize.com/newegg/#Contact.

  Additionally, I notice that you spoke to a supervisor on 6/16/24, who issued a full refund for the defective case as an exception. The refund was processed back to your original form of payment on 6/13/24. If you do need additional assistance with your products, you may contact Likewize directly. If you encounter any further issues, please contact our customer service team. 

  Sincerely, 

  Newegg Support 

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to a return a brand new device and reached out to customer service but they never send me a return slip and now theyre giving me a hard time. Order no. *********

  Business response

  05/28/2024

  Hello *****,
  
  Thank  you for filing a complaint and bring up this up to us. We have looked again into this matter and it appears that we generated the Return#: ********* on 04/19/2024 and return information with a return label was sent to you via email. However, it was auto voided on 05/19/2024 due to the item not being shipped back on time. We do see that that $200 Refund for the Shipping inconvenience was sent to your original form of payment and an additional one-time exception of $50 was made for an ineligible price match. Due to these exceptions made, and since you are beyond the return time frame,we are unable to further assist you with this order.
  
  We are here to help with any other inquiries or concerns you may have. Thank you for your understanding.
  
  Sincerely,
  
  Newegg Support

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The complaint is in regards to my order *********. Initially there was some sort of a technical glitch with *** tracking numbers supplied by NewEgg and they did not show the fact that shipments were delivered to my apartment building. The process of communication in regards to the issue with NewEgg was complicated and inefficient and I was able to locate packages when ordered items were already purchased locally which made me initiate a return on the order in question. Seems like something happened in transit with the return packages and *** will deliver them back to me as I was informed in *** chat. I will have to resend packages again however NewEgg refuses to reissue new return labels for the order in question despite the fact that the return request was submitted on time initially.

  Business response

  05/23/2024

  Dear ****,
  
  Thank you for reaching out to us once more.When you first got in touch, you reported that you hadn't received a package,prompting us to issue a claim. Subsequently, you contacted us again, confirming that the packages had been received and expressing a desire to return the items for a refund. We initiated the return process, but upon receiving the packages,we discovered that the items were not inside. Unfortunately, we are unable to proceed with any further returns for this order at this time. We appreciate your patience and understanding regarding this matter.
  Best regards,
  
  Newegg Support

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order#*********, however, one of the products (MSI Motherboard) I received did not work. After contacting the manufacturer (MSI), I was informed that the product was faulty and I should contact Newegg for a replacement. I contacted Newegg customer service for assistance on 05/15/24. The customer agent helped me re-placed a new order#********* and generated a return shipping label for the faulty product. However, my replacement order was voided on 05/16/24. My account was also suspended on the same day. I'm unable to receive my replacement. Additionally, I'm unable to login to my account and place any new orders. I called the Newegg support line on 05/17/24. I was told my account was not serviceable and could not be recovered for unknown reasons.Notes:1. My billing address and shipping address are different. 2. Both orders are placed using the same payment method - my personal Amex Credit Card. Please see my credit card transaction page screenshot attached below (01.jpg & 02.jpg). 3. There are no fraudulent transactions or chargebacks. Please help me restore my account access and a new replacement order.Thank you

  Business response

  05/22/2024

  Hello ******,
  
  We sincerely appreciate you taking the time to bring this matter to our attention. After carefully looking into your account/order, we've happily reinstated your account! Feel free to place a new order with expedited shipping, and once invoiced/shipped please contact us again so one of our agents can promptly refund the shipping cost for you.
  
  Sincerely,
  
  Newegg Support

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought $5,082 worth of merchandise on Newegg on May 15 Order # ********* Order Total $822.58 Order # ********* Order Total $1,185.93 Order # ********* Order Total $1,201.24 Order # ********* Order Total $1,874.23 My job is to broadcast computer games, I was very urgent about the goods I purchased, and I urged the shipment many times, but NEWEGG did not ship the goods, I sought the help of the website representative, **********, and directly closed my account, which was really a terrible shopping experience and wasted two days of my time. Why does such a shopping website still exist in the *************? I asked Newegg to apologize to me and activate my account.

  Business response

  05/21/2024

  Hello *****,
  
  Thank you for reaching out to Newegg and bringing this matter to our attention. The order has been canceled by our Verification Team, and after a comprehensive review of your account, we regret to inform you that we are unable to reinstate your account or the two orders placed.
  
  Sincerely,
  
  Newegg Support

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a DeepCool LT720 Premium Liquid CPU Cooler, 360mm, High-Performance from this website Order #********* They canceled my order without telling me for no reason when I have never done anything to this business. This is scummy business practice and its horrible that Im not getting my order now even though I paid money.

  Business response

  05/21/2024

  Hello *****,

  Were sorry to hear that your order was voided. After further review, it appears that your account is inaccessible, and we cannot reinstate the order. I'll be happy to submit a request to have this investigated further. The request will take 1-2 business days. The response will come by email if it can be fixed.

  Sincerely,
  Newegg Support 

  Customer response

  05/21/2024

   
  Complaint: 21720499
  
  I am rejecting this response because:
  I have not received any email or anything about this. You guys literally blind sided me
  Sincerely,
  
  ***********************

  Business response

  05/28/2024

  Hello *****,
  
  Per our previous interaction a request was submitted but you were not contacted.Due to a thorough examination of your account records and previous transactions, we regret to inform you that we are unable to provide further assistance with your account at this juncture. It appears that Order #********* was cancelled prior to an invoice being generated. Your funds have successfully been reversed back into your original form of payment. We value your consideration in this situation.
  
  Sincerely,
  
  Newegg Support

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I bought a laptop this month paid Almost $6k on it. I received an empty box without the laptop on may 8th 2024 and immediately contacted newegg on the same day. They said they will investigate and let me know within 2-5 business days. When I contacted them yesterday they said I will get an answer by may 15th which was yesterday. As of today I have not heard from them about what is going on with the order. The amount is very big and I'm devastated by this and regret purchasing from newegg. I just need my money back, I heard from someone bbb can help with issues like this.. please help me get ny money back. Thank you.

  Business response

  05/21/2024

  Hello ******,

  Thank you for bringing this to our attention. After thorough review with Purolator and our warehouse, we have confirmed that the item was correctly packaged prior to transport and delivered successfully. Your claim has been denied, and we are unable to provide a refund for this order. We appreciate your time.

  Sincerely,
  Newegg Support 

  Customer response

  05/28/2024

   
  Complaint: 21719800
  
  I am rejecting this response because:

  Newegg saying the delivery left complete from their warehouse,  but I asked them for proof and they never responded. Newegg is saying that It's my problem after it leave their warehouse. 

  
  
  Sincerely,
  
  ****** Vilvarasa

  Business response

  05/29/2024

  Hello ******,
  
  After conducting another rigorous review in collaboration with our Transportation Team, Claims Team, the Warehouse Team, and Purolator our results remain the same and we will have to continue the denial of the Claims made to this order.
  
  Your patience and understanding of this situation are valued. Please see the attached image with further proof on Purolators end.
  
  Sincerely,
  Newegg Support

  Customer response

  05/29/2024

   
  Complaint: 21719800
  
  I am rejecting this response because: I didn't receive the laptop,  the box didn't have tamper proof tape, it was opened and damaged. I've already emailed all the pictures to newegg. I received an empty box from newegg. I did bit of research and found newegg has done this to many people and lots of unhappy customers from **********************. 

  I've already filed a charge back with my credit card company as per the customer service representative from ********************** sub reddit.

   

  
  Sincerely,
  
  ****** Vilvarasa

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩