ComplaintsforNewegg, Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/18/24 **Subject: Complaint Against Newegg for Account Closure and Unresolved Refund Issue**Dear BBB,I am writing to formally lodge a complaint against Newegg regarding the closure of my account and the lack of resolution for a recent transaction involving the purchase of a 4070 Zotac Gaming graphics card.On 09/09/24, I ordered a "ZOTAC GAMING GeForce RTX 4070 SUPER Twin Edge DLSS 3 12GB GDDR6X 192-bit 21 Gbps PCIE 4.0 Compact Gaming Graphics Card, IceStorm 2.0 Advanced Cooling, SPECTRA RGB Lighting, ZT-D40720E-10M x 1 " from Newegg. A couple days after my purchase, I logged into my account to see that it had been closed without explanation. I attempted to reach out to Neweggs customer service multiple times to inquire about the account closure and the status of my order. Unfortunately, my efforts to obtain clarification and request a refund or replacement have been unsuccessful.Despite my repeated communications, including emails and phone calls, I have not received any satisfactory response. I believe that I am entitled to a refund or a replacement for the graphics card I purchased, as I have adhered to all terms and conditions associated with my order.I am disappointed with the lack of customer support and resolution from ****************** and hope that this issue can be addressed promptly. I request your assistance in facilitating communication with Newegg to resolve this matter. I have provided all proof into which this might be a fraud protection claim. I have access to the email on both my account and the payment method, I have ordered the item to the same address as such on my billing and all other proof related to this case. Thank you for your attention to this complaint. I look forward to your response.Sincerely, Newegg Buyer

  Business response

  09/23/2024

  Hello *******,

  
  This is Newegg Support, and thanks for sending this over to us. 

  
  We have already escalated to our *************** to review your account; unfortunately, they're unable to reopen your account at this time. As for the ***** GPU that was placed, it was recalled by the shipping carrier *** and was returned back to our Returns Warehouse to process your full refund amount of $641.99. The return package was officially received & closed out on the 20th of September 2024. No further assistance is needed, as you would need to give at least 3-5 business days from the 20th for those funds to be received & processed by your bank.
  
  
  Best Regards,

  Newegg Support.

  Customer response

  09/23/2024

   
  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

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Date:8/13/2024 at 11:48AM Order #:428148143 Invoice #:210712464 Cobratype Sonora Gaming PC - ***** Core i7-14700F, RTX 4070 Ti Super, 32 GB DDR5 RAM, 1 TB NVMe, Windows 11 Home - Gaming Desktop Cobratype Sonora Gaming PC - ***** Core i7-14700F, RTX 4070 Ti Super, 32 GB DDR5 RAM, 1 TB NVMe, Windows 11 Home - Gaming Desktop Reason: Inaccurate item description on website Sold and Shipped by Newegg 1 $1,779.99 Deduction for Credit Request # ******* Item # 3D5-000D-00201 1 -$20.00 Customer:[item **************]-Chat with a representative Return Total:$1,759.99 Estimated Tax:$105.60 Total Refund:$1,865.59 ok this began still going issues. I oredered this pc. then did a little research, and figured out the ad was falsly advertising the features as described on manufacture website. ***** informed them it was incorrect and inquired about changing model then. Told impossible because of pay method(shouldnt matter these days) and concluded my best route would be store credit as refunding pay method and awaiting rebuy was very tedious and time stretching. well i would have been done by now. i was promised a higher value to compensate the mistake and to call wehen i wanted to purchase and would be allowed up to a 1859.00(before tax value and was told to hastily choose comparible for example and pricing. when i contacted new egg by phone as requested. i9 was met qwith i was already refunded the 1799, plus tax, minus some credit they gave for me knowing pc was wrong. i was told i must take the model i was told to choose as example, or nothing, making the statement of 1859 before tax as long as shipped and sold by new egg was not honored. i was told if i order again i would get rush shipping free. if i paid 1st then contacted them again... well fought tooth and nail for ocver 7 hrs.. may be getting the expidited for another returning failed part the company provided.i spent a lot, and tolerated many mistakes, to be told lies. Worst Exp EVER. WHole FAm THUMBS DOWN

  Business response

  09/17/2024

  Hello ******,
  
  We apologize for the confusion this may have caused,however after reviewing all interactions it appears that you requested store credit when speaking to ***** on 08/13/2024. Additionally, you requested the store credit due to the sense of urgency to purchase a new computer. Our records indicate that the store credit was used to purchase several components under Order Number: *********. Since the full credit was used, we are unable to refund you back to the original form of payment method. We thank you for your patience and understanding.
  
  Sincerely,
  Newegg Support

  Customer response

  09/17/2024

   
  Complaint: 22284937
  
  I am rejecting this response because:

  The credit apllied by "*****" was because i couldnt change the FALSLY ADVERTISED 1ST PC BEFORE IT WAS EVEN PACKAGED. When in "Vinces" Chat it reflect that , me, myself, and i, found that the product i was assured was double checked matched the listing. Then it proceeded to more problems, more requests, and jumping through multiple hoops to get the refunded expedited ahipping the offer to comp everyone on next purchase with a problem. So no.. i do not accept this response. I would like you to look at newegg+ chat and basic chat..where i can not keep transcripts as with the newegg+ one. Fishy? Just as an open box policy where NewEgg dont even check if products are actually used or not selling registered motherbaords and who knows what else. *** stayed as kind as possible except when a supervisor actually escalated and yelled with me. All with a mentally disabled american. I origionally only wanted what was promiaed, but have had to be in contact almost daily to get what i did. For a month now.. hours a day. But if you feel your response is ok. No worries. I would like some form of extra compensation. As i cant even order my motherboard till you get your garbage back on thurday sept 19th. Then i may be able to order to get shipped next day regular, cuz im not beggin on chat for a promise no longer. I will just return here to keep helping this excellent record you have. I bought a 1779 pc informed newegg was wrong wanted to change before packaging. Limited because of pay method which shouldnt change the price of rice in *****. Was promised a 1859 allowance as long as newegg sold n shipped. I placed 1858 in parts in my cart and called as i was told i would need to do.. to get in yelling match with supervisor. Because i could only have the example pc the agent put in notes.. noth the 1859 plus tax as promised.. missing almost 100 in saving from neweggs mistakes. Then trying to finally uae expedited on this motherboard.. Was like pulling a wisdom tooth with ***** pliars. So sir  do you think ive been service well at this company? Maybe next week when i get my motherboard or approx 24th of sept.. when originally was late july/aug for the pc. No pics. Cause all proof in your systems.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/23/2023 after seeing a sale ad for new computers I ordered a **** OptiPlex 7000 Series 7090 Tower Desktop from newegg.com, which I received in the second week of the following month. Seven months later, in July 2024, the power supply unit (***) in the computer failed. I found that odd because ***s often last for years unless theyre defective. At first I couldnt remember whom I had bought the computer from so I decided to go to the Web site for **** to see if I could get a warranty replacement on the *** or at least find out how much one would cost. I submitted the service tag number and it said that the warranty period had expired. Very odd. After searching a bit I found out that the computer had been registered to someone in ******************** a year before I purchased it! I called **** and was told that I had to get the former owners info to register my computer to ***** the meantime, I found my order info on newegg.com, so I contacted them. My inquiry was responded to by *********, who asked me to submit photos of my computer not working. I tried to do that thrice and they told me each time that the photos were deleted by newegg.com. When I brought up the previous ownership in ***, they assured me that I had a one-year warranty and that they only sell computers new from the factory. They tried to deflect my question by saying the factory began the warranty period as soon as the computer was shipped to the retailer, which no factory does. Finally, they offered to send me a mailing label so that I could return the computer to them for repair. I consented to this and never heard from them again. I didnt follow-up because I dont trust them to repair it correctly, so I bought a used *** on ******** conclusion, I was sold a used computer by newegg.com when I was led to believe that I was buying a new computer. I would like them to provide me with the information for the previous owner so I can register my computer with the manufacturer.

  Business response

  09/16/2024

  Hello *****, 
  
  Thank you for contacting us regarding the **** We want to apologize for the over all experience you had with this seller. We have diligently worked with you and the Marketplace Seller and have issued a refund for the *** you purchased as reimbursement. The refund was processed back to your original form of payment on 9/13/24. Thank you for your patience.
  
  Sincerely,
  Newegg Support

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this order (*********) on 3/19/2024, amount of $124.99. It said it was delivered, however, I checked all the possible places still can not find the package. I contacted the merchant and they refused to refund the amount back.

  Business response

  08/29/2024

  Hello ****,
  
  Thank you for contacting Newegg and bringing this up to our attention. The Claim has been deinied by *** due to them contacting you multiple times but received no response for you. We emailed you on 05/02/2024 to advise you to please contact them [**************] at your earliest convenience so they may continue their investigation for your package. We are unable to assist you with a refund at this moment without your cooperation, thank you for your understanding.
  
  Sincerely,
  
  Newegg Support

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in a community of town houses with about a few hundred units, I made an order on the 7th of july for a couple computer parts from the website newegg.com, it was for one ******* m.2 hard drive and a box of corsair dominator ram totaling to $667.93, I work monday-saturday 8-6 and eventually the package was "delivered" on the 11th of july at 10:49 am with a delivery photo of a blurry doormat with no other identifiable points showing its my house, Once I arrived home at 6:15 pm I went to my front door and to my surprise the package wasnt there, I asked my surrounding neighbors if they accidentally recieved my package and my neighbors said they did not, I started a claim with newegg and they asked me to file a police ***ort which I did and after a few days of "investigation" newegg said that the package was delivered properly and they told me to contact the shipper to get a resolution, I filed a claim with *** and when the driver came to speak to me about the package, we both walked around the community to retrace his steps and saw there is more than 6 of my neighbors that have the same floor **** so the driver couldnt remember which house he went to and they deemed the delivery photo as insufficient and issued newegg credit to either refund or ***lace my package and when I contacted newegg about the claim status after *** sent credit, they told me theyre still not going to give me a refund or ***lacement due to their own investigation that they did and still claim it was delivered properly, I asked them why no signature was required on delivery and they gave me an excuse that its up to the driver to get a signature or not even though that isnt *** policy so that was a lie. At the end the *** on the phone basically told me to go s**** myself and im not going to get a refund or ***lacement and they cant give me details on the investigation. All I want is a ***lacement and to see newegg treat me like I didnt spend $700 on one order from their website is insane.

  Business response

  08/20/2024

  Hello ******, 

  Thank you for contacting us regarding your order. After further review, it appears that your claim was approved, and replacement units were sent via order# 403408920. Once the items ship, you will receive the tracking information for the replacements. 

  Thank you for your patience and understanding. 

  Sincerely, 

  Newegg Support 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been buying from newegg for over 2 years and recently made an order of fans a processor and a case they sent me all 2nds the case is burned the fans are missing wirers and the processor dont work also i have 3 coolers that have warranty's from the manufacture and they refused to let me get my coolers fixed they wanted me to comit fraud and go threw an aftermarket warranty company allstate that i already have an account with they blocked my home phone number and my account they locked me out of everything now i have 6000 in warranty's i cant use and i have a sever that just stopped working also i purchased a lot of computer parts from micro center 3 years ago the warranty's were threw them i think someone used the hard drives to get into my network and lock me out of my account and block my phone sounds far fetched its not Im dealing with my bank they locked me out of allstate the cooler the company deep cool wanted a doc from them stating they did not want to correct the problem Someone destroyed everything my business is done. Im out of business and they said in redit they dont lock anyone out full of it they so server side the numbers below are a estimate also I was mad and i was talking to my wife in the room and said something while i was on the phone the woman took it wrong they had a supervizer get on the call and i even side to him i did not say anything wrong even so you dont lock a paying customer out and not warranty a warranteed part and what was sent to me is junk just like everything i purchased from them i lost ******* oner the last 3 years and these computer manufactures are sneaky my computers are in ***** sometimes and i always have to change them back to America thier is a lot to say ill stop here

  Business response

  08/20/2024

  Hello ******,

  Thank you for reaching out. After carefully reviewing your account, weve determined that we are unable to reopen it. Please continue to work with Allstate to address your warranty needs. Thank you for your time.

  Sincerely, 
  Newegg Support 

  Customer response

  09/04/2024

   
  Complaint: 22137667
  
  I am rejecting this response because: i want to know why i have an order that a processor did not work *** said the serial was no good than I order another one, and they send an rma for the first one. I want to know why ll you say after reviewing account i have items with no recites. You know what i think that account i was buying all seconds i had a business and was assembling computers when started opening boxes parts missing fans making noise other things to.I am stuck with parts that can't be used and when I went to get the fans you close the accounts and say that you can't open it who's site was I buying from, I was not seeing something right. I want to know why. You sent me no recites in the boxes that's not right. But there were cupons for food who's were they? The last order the processor doesn't work who is sendy i made sure i did not buy from him again it came again from him bought 2 monitors from new egg had neweegs brand. Ive been asking all my advertising friends about that also the last order come from a home in ****** that's the owners correct because the three idoms 2 fans those were supposed to be for t6he coolers now im stuck with them case was in a sealed box the bottom had a hole in it, Thhe 2 asrock mother boards it was like that was done on purpose they were pointed to each other would not work. I'm out of business before i even started now i have to go back home and visit my bank Apple. I WANT TO KNOW WHY YOU CLOSED MY ACCOUNT for what reason?
  
  Sincerely,
  
  Caesar Cunaccia

  Business response

  09/17/2024

  Hello ******,
  
  Thank you for providing new information, we have further collaborated with internal teams. After, careful consideration we are still unable to assist with your original request and furthermore unable to aid with the technical issues you are experiencing with your account. We appreciate your understanding of the situation that has arose.
  
  Sincerely,
  Newegg Support

  Customer response

  09/19/2024

   
  Complaint: 22137667
  
  I am rejecting this response because: you are hiding something, and I was the one that was abused believe me I bought in good faith and was screwed no warranties, and it's my money spent I'm still being held captive. Be your phonie selves I will get what I came for nobody and I say nobody steps on me and gets away with it the BBB is one avenue. Whoever has my network and I find them read the Constitution of America I'm by myself with no help read what I can and will do COWARDS PLAY games I don't. I thought I had an avenue for business, I got hacked by new egg. I'm going to find out how many other people this was done to. Anyone that can just close an account on someone, It shows who they are the United States went down the tubes and the people followed and to make it worst we have a degenerate prosecutor running for president with illegals crossing the boarder, and she's not doing a thing to help it America have its own people HOMEGROWN TERRORISTS. The people trust her too, how sad is that. Do yourself a favor, READ THE CONSTITUTION, you're going to need it.
  Sincerely,
  
  Caesar Cunaccia

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a cpu and was going to originally cancel the item but changed my mind and let customer support know well ahead of time about it but they ignored my request and cancelled my order after it shipped resulting in the item being rerouted from ******* all the way to ********** where i had to wait for it to be reshipped to me in **** i was told i would be getting overnight shipping from ********** to me but instead im stuck with regular ground shipping, i will never purchase from newegg ever again ive just been lied to and ignored over and over.

  Business response

  08/14/2024

  Hello ********,
  
  We appreciate you bringing this matter to our attention. We have confirmed with our **** team that the order was recalled per your original request. Once a package is officially recalled, any reroutes must be done once it arrives to our Returns Address; this is to ensure that *** is able to manage the package safely & efficiently during travel. We apologize for the inconvenience.
  
  However, we do see that the replacement shipment is currently en-route to you with an ETA of 08/15/2024. Your understanding and patience is appreciated.
  
  Thank You,
  Newegg Support

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A refurbished bike, Order #********* was delivered in unsafe/unusable conditions and the seller has been minimally responsive with no resolution 2 months later. I'd be happy to return it for a refund or be sent what I ordered in the condition promised.Please see full transcript of the communication here:************************************************************************************ And all the related imaged depicting the product condition (and how it was misrepresented/why it's unsafe) here:***************************************************************************************************************************************************

  Business response

  08/09/2024

  Hello Dimitar,
  
  We appreciate you contacting Newegg and bringing this to our attention. I am truly sorry for the miscommunication with the Marketplace Seller you encountered with this order. We have been in extensive communication and have been able to issue you a Return for the Refurbished bike. The seller will work to issue you a prepaid return label within 3 days starting next week.
  
  Thank you for your patience and understanding with this situation. You should expect your Refund 3-5 business days after the Seller receives the bike.
  
  Sincerely,
  Newegg Support

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Newegg is stating that even though I have receipts on my end, because I no longer hold an account through ************************* I am no longer eligible for refund on a defective part. A part that has been sent defective, twice.

  Business response

  08/13/2024

  Hello *******,
  
  We thank you for your patience and understanding. Since your account was deleted, we are currently working with our Tech Team to reopen your account. Once your account is reopened, please proceed with returning the defective unit for refund. After you have been refunded, we can then proceed with deactivating the account again.
  
  Best Regards,
  Newegg Support

  Customer response

  08/13/2024

   
  Complaint: 22095438
  
  I am rejecting this response because:

  Due to the amount of grief you have caused me, you can send someone to pick up the defective part. I am no longer lifting a finger to fix your wrong.

  
  Sincerely,
  
  *********************************

  Business response

  08/20/2024

  Hello *******, 

  We were able to reinstate your account, and it appears that a return was created. (RMA# *********) A pre-paid return shipping label was sent to you via email. Once we receive the return, please allow 2-3 business days for processing before the refund is issued. 

  Thank you for your time and patience. 

  Sincerely, 

  Newegg Support. 

  Customer response

  09/03/2024

   
  Complaint: 22095438
  
  I am rejecting this response because:

  As mentioned before, you can send a courier to pick it up. I will not being doing your job for you.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 7th, I purchased an e-bike and added a three-year protection plan. Later, I had issues with my credit card and chatted online with one of Newegg's representatives (*****). I asked how to cancel the protection plan if I can cancel the protection plan, etc. I asked her to cancel my plan, but she was unwilling. I was going to ask if I could cancel the plan. Can I add it later? Their system says that after purchase, in 30 days, I can add a protection plan. But without any explanation or saying, she just closed the chat and, without my approval, canceled the protection plan. After receiving the email about the cancellation, I contacted Newegg customer service and tried to solve the issue because I needed the protection plan. They said they could not add the protection plan, so I needed to contact Likewise (the protection plan company). I contacted them, and they said I need to contact Newegg; I should be able to add protection. Again, I contacted Newegg, and they said I have to return the **bike and order again to add the plan. Unfortunately, I can not return the **bike, so I started to use it. To return the bike, I must pay the shipping cost, restocking fee, etc. Now, I have a bike without a protection plan. I want them to solve this easy problem instead of being rude to customers.

  Business response

  08/01/2024

  Hello *****,
  
  We appreciate you contacting Newegg and bringing this to our attention. I am truly sorry for the miscommunication and the technical errors you and the Agent assisting you encountered with this order. We have located the technical issue and fixed it so now so, you the customer, are able to cancel the Protection at your own leisure. We also fixed the internal technical error which wasnt allowing the Agent assisting you by adding the protection plan after purchase. 
  
  Thank you for your patience and understanding with this situation, we have now issued the Protection Plan back to you, free of charge. Have fun with your E-Bike and be safe out there!
  
  Sincerely,
  
  Newegg Support

*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. ↩