ComplaintsforNewegg, Inc.

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Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Using the platform NewEgg.com, I purchased an expensive refurbished laptop, from Price Right Computers, for over $1700, on March 26th 2024, it was delivered by *** on Apr 5th 2024.It was sold with: 30 day refund/return and or 90 day replacement.NewEgg.com employee informed me, my last day to return for a full refund, is May 6h, since it was delivered on Apr 5th.It arrived with intermittent failure of the *** ports. (commonly used to connect devices like external mouse)I tried to file for a refund; on Apr 28th, but the "refund" button was disabled, with a message "not eligible for refund."So I emailed them, using NewEgg.com, with my problem. On Apr 28th.After some emailing back and forth, a technician named ***** from Price Right Computer contacted me, on May 7th. He was technically incompetent, ruled, tried to bully me, and threatened to hang up on me many times if I dared disagree with him. In the end, he could not find out the root cause of the problem, and said a technician would call me the next day.No technician called me the next day.On May 9th, I called Price Right Computers, and ***** sent me an *** return label while we were on the ph. I asked him if it's for Repair? Replace? Refund? he said he could not refund me because "the laptop is not already in his warehouse", (that does not make any logical sense), and said he was cancelling the return shipping label, and hung up on me.He immediately sent me an email, to say, he's cancelling the return RMA, because:#1: there is nothing wrong with the laptop;#2: I "blackmailed him".+++I immediately called NewEgg.com and spoke to an NewEgg employee, this employee informed me he will pass the case up and try to get me a full refund.They sent me an email to say: "no refund for you."I called NewEgg back, spoke to another NewEgg employee, asking him: at the very least, I am entitled to 90 day replacement. That was May 9th. I never heard anything back from NewEgg.
Business response
05/21/2024
Hello *******,
We regret to hear about the difficulties you've faced with Price Right Computers. Weve issued a return for a replacement (RMA# *********).You will receive return information and a return label via email. Once the seller receives the return, they will process it for a replacement. You will receive new order information once the replacement order is created.
Sincerely,
Newegg Support
Initial Complaint
05/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a new motherboard for my computer one October 12/2024. After receiving the motherboard a quickly found out that it would not work in my computer. I the requested and received a return authorization, the motherboard was promptly shipped back to Newegg. After waiting for a month without being refunded my money I called Newegg to check the status of my refund. I was told they did not receive the item and I proceeded to give them the *** number along with the *** tracking number that had the prof of delivery and who signed it. Newegg found all the information and said the would get back to me. Upon Newegg getting back with me I was informed that there was nothing they would for me and would not provide me a refund.
Business response
05/20/2024
Hello *******,
Thank you for notifying us about this issue. After carefully reviewing your return, we have confirmed that the item did not reach our warehouse. Since the return was not received, we cannot process a refund for you. We appreciate your time and understanding.
Sincerely,
Newegg Support
Initial Complaint
05/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I tried to place a order for some items but Newegg locked my account immutably. I filled out there request form multiple times and talked to consumer service multiple times and the only two things they say are to fill out the form and that they cannot help.
Business response
05/08/2024
Hello,

This is Newegg Support, and thank you for submitting this complaint. We do apologize to hear about the technical issue with your account. Unfortunately, we are unable to service your account at this time. Your order was successfully voided and refunded back to your original payment method. Thank you for your understanding.

Best Regards,
Newegg Support
Customer response
05/09/2024

Complaint: 21664849

I am rejecting this response because:
Unable to service my account so you guys are not going to do anything to help me or fix the issue? Just going to sit there and do nothing?
Sincerely,

*************************
Business response
05/17/2024
Hello *******,

We've already escalated this request further, and unfortunately, we cannot unblock the account. Your order has already been refunded in full.

Best Regards,
Newegg Support
Customer response
05/24/2024

Complaint: 21664849

well can you delete the account thereby fixing the ability to create a new account and make purchases?
Sincerely,

*************************
Business response
05/28/2024
Hello *******,

After an extensive review of your account history we are unable to further assist you with your account at this time. Despite our previous efforts to aid you on 05/08/2024 and our current escalation to the appropriate channels, we remain unable to resolve the issue. Unfortunately opening a new account will not solve this matter, but we do appreciate your feedback.

Sincerely,

Newegg Support
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Newegg failed to uphold its "Marketplace Seller Agreement" when a third party seller "Antonline" now "Antonline Store." The name change occurred after I began complaining to Newegg about *********.I made two orders for products from Antonline through Newegg.com.The item was on a good discount, which prompted me to order. Once ordered and shipped, the business halted the order and had the item sent back to themselves under false pretenses. they claimed I entered the address incorrectly. I double checked, that was not true.When Confronted via the seller contact portal on Newegg.com, ********* changed their story and claimed I request a return, I did not make any request, and then proceeded to ignore my attempts to contact them.The seller decided after selling the item to me, that they could sell it for a higher price and falsely ended the transaction, violating their seller agreement with Newegg.com and my trust as a consumer. They provided false advertising in-terms of the price they sold the item to me for, lied about why it was returned to them, lied about me requesting a return, and in doing so caused me pain and suffering in convincing me I had been robbed once I saw the package was redirected and their responses included no truth to them when contacted. My money was returned several days later, but my time for the hours spent on chats in phone calls cannot be nor does that make up for the distress caused when the ordeal began, or disappointment felt by not receiving the item I paid for and was taken from me through deception and bad business practices.SECTION 3.7 of the seller agreement states: Providing falsified information is grounds for immediate termination of a seller account. ****************** has allowed this company to effectively defraud me as a customer, they continue to enable this seller to misrepresent prices and items on their platform. I would like my product as advertised. Attached document provides details of order and seller agreement.
Business response
04/22/2024
Hello *******,
Were sorry to hear about the troubles youve encountered with your recent orders. The feedback you previously provided was escalated to our Marketplace team and has been review. Unfortunately, the item is out of stock therefor, we cannot reinstate the order. We would like to offer $75 off a future order. When you are ready to use that discount, you may place your order online and contact us at ****************************************** so that we can reimburse you the $75.
Again, we apologize for the inconvenience.
Sincerely,
Newegg Support
Customer response
04/29/2024

Complaint: 21590696

I am rejecting this response because: You state the item is out of stock, but that was not the case. This item was shipped to me and returned to sender without any notification to myself. If it was shipped and returned they definitely have the item in stock.
I was checking the updates through ***** to ensure I could be home when the package arrived when I realized it had been returned to sender. I called ***** to check about the address and they told me only the seller could change the address and they requested a return and all I could do was reach out to the seller. The seller did not notify me of the change and I had to reach out and request an explanation. Then they lied and said I asked for a refund on a product I am still waiting to receive. I thought they had stolen my money and ran as they continuously lied about the state of my order.
Based on your own terms of agreement, when I purchased the item and it was shipped I should have received it. Instead all I have received is a headache from someone your site considers a top seller. If your top sellers are allowed to break your own terms of agreement then your site is not a safe place for purchasing from.
I do not want credit, I want the computer I purchased and ********* should not be sellers on your site if they cannot ship what they sell and falsely advertise. It is especially concerning that looking at your reviews now, I see others have had the same issue with this seller. If you are backing a seller like this as a top seller I can't imagine how the rest of the sellers are on your site are.

Sincerely,

*****************************
Business response
05/15/2024
Hello *******,
Unfortunately, we are unable to reinstate the order. Since the refund has already been issued and processed, we cannot reverse it. At this time, we can offer you $75 off a future order sold and shipped by Newegg. When you're ready to use the credit, please contact us with the order number, and we will reimburse you for the amount.
Sincerely,
Newegg Support
Customer response
05/29/2024

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
04/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The complaint is in regards to the order ********* placed on 3/12/2024 at 12:14PM for several GPU cards. 3 packages were shipped under tracking numbers 1ZE569860313703918, 1ZE569860313703927, 1ZE569860313703936. According to tracking details packages are stuck somewhere in *** network yet are still not delivered to me. Due to the amount of time passed I reported those packages as lost to Newegg however my requests were denied.
Business response
04/18/2024
Hello ****,
We're sorry to hear about the shipping issues you encountered. Upon further review, it appears that you were able to locate the shipment. RMA# 142358680 & 142358660 were issued to have you return the items. Return labels were also sent to you via email. After we receive and review your return, we will proceed with processing it.
Sincerely,
Newegg Support
Customer response
04/18/2024

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
04/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I returned my order March 28th and newegg still wont give my refund its been over 3 weeks now and their customer service does not know what they are doing. They keep saying different things and I am waiting patiently but it is annoying since the tracking has been changing for over 3 weeks now and how is that my fault I used the shipping Label that was given to me following all the instructions. This is their responsibility not mine and I cant be blamed for this as to why they cant process my refund due to it being lost or stuff that is wrong and very bad as a business. My tracking number is XOG000422766 and as you can see since march 28 its been changing every few days showing different things and doesnt mean I should have to keep waiting for this as i just want my refund. I returned the package correctly following all instructions and they cant blame me for this as I ship stuff out all the time and this is the first time this is happening. my order number is *********.
Business response
04/16/2024
Hello Gavy,
Thank you for reaching out regarding your open return. Our records indicate that a claim was filed with ********* who confirmed that the package was not sent back to our returns warehouse. Since the package was not sent back correctly, we cannot issue a refund on your return.
Sincerely,
Newegg Support
Customer response
04/17/2024

Complaint: 21564673

I am rejecting this response because: I shipped the items correctly. It is not my fault the carrier cant find the package. All i want is my refund, i returned my items properly and followed all the instructions. It is your carrier not mine you cant determine this is my fault as im the customer and have returned items all the times with no issues this is the first time i am facing this issue. refund my money back

Sincerely,

Gavy *****
Business response
05/01/2024
Hello Gavy,
We've submitted two claims with ********* and after thorough investigation, both claims were denied because the return was never received. Unfortunately, we cannot process a refund without receiving the package.
Sincerely,
Newegg Support

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