Newegg
Reviews and Complaints

Bought an Acer computer from Newegg and not sure if Newegg or Acer is the problem but bought on Dec 27, 2008, hooked up on Jan 18 and nightmare began. Bad memory stick so called Acer on 1-19-09, they sent a new memory stick, received 1-31, then new issue so called that day. Got up and running, then new issue on 2-20, sent recovery disks but after they came, found out after instillation they were in French, called on 2-20 and sent it back for repair, got back on 3-3 and on 3-7 hard drive crashed, sent back arrived back to me on 3-20 and on 4-2 hard drive crashed again, sent back 4-6 and still not back. Talked with supervisor and he said when they received it, nothing wrong but still in shop waiting for part? Now its been over 4 months that I bought a brand new computer, total cost of #534.97 with extended warrenty and have not had a solid week of use. And now I'm paying internet service with no internet or computer. Very frustrated and no one at Acer or Newegg seems willing or wanting to help me. At this point I do not want a replacement computer as this is a piece of junk computer, but want my money back. Can anyone help me?

I wanted to share my own personal nightmare in my dealing with NewEgg.com, adding to the multitude of other dissatisfied customers. This opinion does not reflect upon this site or message board and is merely my own experience over the past month. I�m sharing this for consumers to be aware when purchasing and for those who have had similar challenges to be a bit of a guide regarding suggestions for resolution.

On December 5th, I signed up with NewEgg as a preferred customer with their BillMeLater service. On sales Order: [protected] I purchased an Intel QX9775 Processor for a computer I have been putting together as a Christmas present.

On December 10th I received the item and upon opening it, realized I had mistakenly ordered the wrong one. This was clearly my error. I correctly received what I had bought. I called immediately after realizing this and spoke with a rep in customer service believing this would be an easy thing to fix as I hadn�t even been billed yet for the order.

The rep on the phone first told me I should�ve read the description more carefully and suggested I sell it on EBay as they�d charge me a 20% restocking fee. Having managed customer service for 10 years I couldn�t believe what someone was telling me.

I asked to speak to the supervisor and explained the situation to Maury Santamaria. He agreed to waive the restocking fee once it was confirmed that the item had been returned. As Christmas was coming, I offered to pay for the overnight shipping via UPS at my own expense so we could resolve this quickly. In turn, I told him I did not want my money back at all�didn�t care about the price difference, just wanted to swap this for the item I needed, an Intel QX9770. I did as I promised and on December 11th I provided him with the tracking number: 1Z0394E12540791123 I tracked the item myself and was relieved to see the item received and assumed all would be well. It arrived and was signed for on December 11th.

I heard nothing until December 17th I was sent an email care of the RMA Inspector that after reviewing the package it was believed that the item received back did not match the serial number of the processor that they had sent me. The box was for the QX9775, but the item they were saying was sent back and is inside the box is the QX9770.

This to me was ironic�as it was the item I was trying to swap it out for this item they are saying I sent back. I along handled the package to UPS and was sure of what I was returning to them. After calling again and speaking with Thomas in customer service, he was as puzzled as I was and said he would look into it for me. For good measure, I forwarded my emails to both the RMA Inspector & Maury to keep him in the loop. Thomas stopped their warehouse from shipping it back to me while they investigated. Thomas put me on hold a few times and came back to ask some odd questions:

1. Have I ever seen that type of processor before?

2. If I received the wrong one, would I even recognize it?

I�m not sure where he was going with this�he never said. I never heard back anything�and as I knew NewEgg was shipping the package back to me, I called again Thursday, December 18th to try and resolve this.

The third customer service rep I spoke with said I returned an item they didn�t sell to me, all but accusing me of lying, and attempting to defraud NewEgg�which was offensive to say the least. After 40 minutes on hold and speaking with him, I asked again to speak with Maury. He assured me they had pictures of a used processor with fingerprints all over it (the QX9770) and even though it is the item I have been trying to swap the QX9775 for, the item has been modified in some fashion and has been used. I was puzzled and frustrated that this absolutely was not the brand new, unused item I returned to them and thus, not only was I not getting the item I need, I wouldn�t get back even the item I returned or my money.

After Maury was unable to help I appealed to the CEO, Tally Ciu who assured me I "would be taken care of". I was pointed in the direction of Vincent Aguilar in Customer Service at NewEgg who spoke with me Tuesday evening, December 23rd...who asked a few simple questions and said we would clear this up by the end of the day or Wednesday morning at the latest. Refunding my money would be the easiest option he said.

When we spoke on Wednesday, a few of the things he said caught my ear. He had been under the mistaken impression (and after rereading my email I know I was clear...not sure how he was confused) that I was insisting I was shipped the wrong item to begin with. I was not...from the beginning I said I received the right item, shipped it back to NewEgg and after doing so, the RMA inspector said the processor wasn't the item they originally shipped...that it was substituted for another. Once I corrected him and asked him to reread my email while I was on the phone, he said he'd need to call me back. He said that the box was tampered with in transit from UPS and this wasn�t NewEgg�s problem. He said he would speak with management and get back to me.

In due diligence I called UPS and spoke with my preferred customer care & account manager Martin Rug (as luckily for me, we have a corporate UPS account to handle things like this.) They opened a damage/trouble ticket and arranged for an onsite inspection of this claim at NewEgg. Because of the price of the item I took out additional insurance upon sending the item overnight to them in the event the item was somehow lost/damaged in transit during the busy holiday season. When they investigate these matters they require the original box, item received and need to speak with the actual receiver or receivers to determine if the box or item appears tampered with by a UPS employee. UPS was contacting Vincent Aguilar to arrange for this appointment and I informed I had done this as well.

On Christmas Eve, December 24th Vincent Aguilar called me back and said they would not honor a refund or replace the item. I reminded him that I had been honest and corrected his misunderstanding of the situation. If I had been dishonest and pretended that he was correct, I would have my money back by now (perhaps I should've lied from the beginning?) He agreed to send over pictures of the item, a write up of the denial of the RMA & would meet with the UPS rep on Monday, but insisted the problem wasn�t theirs. Additionally he stated he had reviewed camera & video footage, but was unwilling to share this to me. There are a good number of business days between when the item was signed for and when it was inspected, at this busy time of year to me it was possible for some sort of mix-up. He informed me that they didn�t have the box I shipped the item back in and UPS wouldn�t be able to inspect it.

I contacted UPS on Monday, December 29th to find out if the inspection was still on course, I was told that Vincent Aguilar called UPS after speaking with me Christmas Eve to request the item be picked up, inspected by UPS and returned to me. None of which he told me, and is an attempt to return an item that doesn't belong to me, that I did not pay for and isn't nearly the retail cost of the original item I bought. I changed that with UPS and demanded an onsite inspection to validate the claim NewEgg had made that the box was tampered with in transit. Additionally, I emailed this to Vincent Aguilar and told him he had changed it, I didn�t want the item returned to me as it wasn�t mine. He confirmed that UPS would be inspecting the item on-site.

On December 31st I received an invoice from NewEgg listing a no charge Intel QX9775 (the original item I bought) on it as repair and listed as being shipped to me. At first I was delighted�as even if they were just shipping me another of the original item I bought at least I could resell the item on item, get back some of my money and then buy the item I actually need. Believing it couldn�t be this easy, I contacted NewEgg customer service via e-chat to have documentation of the conversation. I spoke with a representative who stated they were shipping me back a QX9775. I asked for confirmation and if she was 100% sure this is what was being shipped back to me. She later said it wasn�t and was another item in the box I had sent back to them. Obviously still some confusion there. She told me that the item is now being shipped back to me from NewEgg via FedEx and UPS has been unable to inspect the item onsite. The item listed on the invoice to be shipped back is the QX9775, the original item I bought. NewEgg did not wait for the investigator or for the inspection and is now sending this used, damaged item back to me.

As such, UPS will have no item or box to investigate, and as such, I highly doubt will honor the insurance I took out on the box in sending it back. They would require evidence to prove the claim made by NewEgg as they were the other half of the party involved in the shipping & delivery of this package. Vincent Aguilar confirmed that afternoon of the 31st that he spoke with his UPS rep and they said they didn�t require the box or item and that it wouldn�t hamper their investigation. As of now I am verifying if this was said. From past company dealings with UPS they require actual evidence and need to review with the party that signed for and handled the package.

On January 2nd, I received a follow up call from Alex Villarino at NewEgg who assured me Vincent Aguilar had done everything in his power, etc. He admitted that even he assumed that UPS would require the item or box to complete their investigation. Additionally, he was unclear how to respond when I suggested that if the item that has fingerprints all over it, was actually finger printed, I would bet my life that none of those fingerprints even belong to me. I called and followed up with UPS preferred customer service and asked to speak with a supervisor.

I spoke with Andrew Larson, manager of UPS preferred customer care and he was able to give me clearer details regarding UPS� investigation of the claim made by an agent of NewEgg. On December 26th UPS had made a notation that they have been trying to arrange an inspection of the item in question. Normally an on-site inspection isn�t necessary for items of marginal value�obviously with a $1600.00 item this is not the case at all. Contrary to what was stated by Vincent Aguilar, there were no notations at all to what he had mentioned. According to Andrew Larson, under no circumstance would UPS be able to conduct an investigation without the item in question and twice over this case was changed to a non-transportable, in which UPS would be picking up the item to return to me (additional notions include the names of Paula Wilson & Rebecca Felix), not the onsite investigation I had asked for to verify this claim made by an agent of NewEgg.com. UPS did, in fact, attempt to collect this item for inspection on the 30th and Andrew additionally stated that the item should not have been shipped back to me under a separate tracking number before inspection as this will delay and further hamper their investigation. NewEgg is clearly being deceptive in verifying the claim they have made and appear to be trying to make the matter go away by denying my claim and sending me back this used item.

UPS policy: http://www.ups.com/content/us/en/resources/service/claims/hlp/damage_process.html

Andrew Larson can be spoken with at: 800.377.4877 in the UPS Preferred Customer Service department to verify what I have just stated.

One January 7th, UPS will attempt to deliver a used, modified Intel QX9770 that I didn�t purchase and I am refusing the package. I will not accept an item I didn�t pay for of lesser retail value. NewEgg has been noncompliant in proving to myself or UPS any of the claims they have made. From the first call NewEgg was attempting to get me to resell an item I bought from them on EBay as opposed to allowing me to return to them. I am happy to incur a 20% restocking fee as to be fair, I made the initial error of ordering the wrong item. I want my money back.

Lastly, as a thought�NewEgg's own customer service people told me this is their busiest time of year and their RMA department has been handling a large volume of requests. No system is perfect�and ask yourself if mistakes cannot be made. People make mistakes all the time�I admitted my own stupidity for ordering the wrong item but I am awaiting some sort of acknowledgement from NewEgg that I am indeed a �Preferred Customer� and that this situation has been handled poorly from the start.

As NewEgg has not at all been willing to resolve this matter between us, and has taken the additional steps at sending a used item that I did not purchase back to me, I have filed a complaint with the Better Business Bureau, Federal Trade Commission, The FBI�s Internet Crime Complaint Center and the nonprofit group Call for Action. I am refusing the package, and as the investigation will be stalled until once again until the item is received by them, my patience in resolving this has come to an end. To date, the most polite, professional person I have spoken with at your company has been their CEO.

Shoppers beware. In the past 12 years I have been building & refurbishing computers, this is the first time I have purchased from a major online e-tailer. Previously, with EBay & Pricewatch at no point did I ever have an issue purchasing or receiving a new, functioning item. For me, this has been a lesson to sticking to what you know. NewEgg, like most corporations has become the largest purveyor of goods in their market that certainly appreciates your dollar until you have a problem. Additionally, it is interesting to note that they have setup multiple websites under their umbrella that focus on creating an online, word of mouth culture of Kool-Aid drinking in which their own employees talk about how wonderful they are. They also surf message boards and sites to find situations such as this and post their own opinions in response in an attempt to curb public opinion as quickly as possible. Lastly, if NewEgg is a flawless, faultless corporation, why do they need to employee one person, Alex Villarino whose sole responsibility is in maintaining and monitoring their corporate image by overseeing the online negative chatter regarding NewEgg?

I would first like to state that i have purchased a lot of items from NewEgg over well over 5 years now. I know a good bit about computers and computer hardware. Now that being said here was the final straw...

I purchased a video card from NewEgg about 90 days ago. I installed it and it worked for a day. next day saw vertical and horizontal lines and corruption on the screen. I contacted the manufacturer and after a few hours of trying to fix it, it was determined to be defective. I packed it back up, got a return number from NewEgg and shipped it off. Almost 2 weeks went by and I hadn't heard them. I had to contact them, after another 2 days they sent me an e-mail saying they can not acept the return because 'it was missing a serial number and it was being sent back'

No serial numbers were removed so i had no idea what the heck they were talking about. I tried talking to them about it since i have purchased through them for a long time, yet they still would not accept the return. I went on their site because you can write reviews about the product. I submitted a review, 3 days later i received an e-mail stating my review has been rejected! unbelievable! i wrote a review about the product then stated NewEgg as refused my RMA. no real slander or cussing.

At this point I am really pissed. On one hand NewEgg is completely blowing me off and on the other they are sending sorry notices and 'we hope you return'...yeah right. I started looking through the product information, it all becomes clear why this is happening, there is a warranty! NewEgg doesn't want to deal with it because they know the manufacturer will, yet NewEgg has a 30 day return policy unless something voids the warranty...serial number stickers, easy to remove/lose.

Long story short the manufacturer is indeed picking up NewEggs slack.

HERE IS MY TWO CENTS: NewEgg has become worse and worse over the past 2 years. What the issue is? I don't know maybe the Economy is hitting them hard but i will not go back to using them, their customer service is mediocre at best and they are losing their competitive edge.

Many other sites are able to do what they do with no hassle ruturns and are glad to do what it takes to keep you business.

Early yesterday morning I ordered $3, 560.00+ worth of merchandise from www.newegg.com. My order was placed within plenty of time to meet their "same day processing" deadline of noon PST. I paid for the order, went through Verified by Visa, got a call from my bank confirming the charges, and even got a call from Newegg confirming the charge as valid. All this "checks and balances" seemed somewhere between overboard and extreme, maybe paranoid, but oh well, that's where we stood.

Nothing happened after that. I called and called and was assured my order was processing.

As the hours go by I call and call and I'm told over and over the order will processed but according to their website my order is not doing anything; not being packaged and not being shipped.

As it neared the end of the business day out in CA, I called Newegg for now the 4th time and was told for the 4th time my order would ship. I asked for a supervisor and explained that I have been told over and over that my order will be processed but nothing is happening. She put me on hold while she, according to her, "got with the other department to make sure that order got out today."

They e-mailed me a UPS tracking number. I tracked the package all the way to my door the next day as agreed. When I received the tiny box I found out the box has a $4 hdmi-dvi connector plug in it.

Where is my $4, 000.00? That's what I would like to know.

So I called Newegg and went through a CSR, then a supervisor, then a manager, and continually was told "it will be shipped today." I explained that's what I have been told over and over. So they provided me more UPS tracking numbers and again told me the complete order has shipped.

I told them I don't believe them. This is now the 5th time I have been told the order has shipped and what I got out of it the first time was a $4 plug.

Come to find out, of the UPS tracking numbers they gave me, 2 of them are invalid on the UPS site, and 2 of them only show as billing, not anything picked up or in transit. Nothing has shipped but the $4 plug. Yet, I called again ONE MORE TIME and they tell me "everything has shipped" so I asked them what does the term "shipped" mean to them and they say it means it has left their warehouse. They are lying; the order has not shipped.

My overall $4, 000.00 experience with Newegg is that they continually lie to make you hear what they think you want to hear, they practice fraud and deceptive and unfair trade practices.

I paid for overnight shipping and rush order processing fees and I spent $4, 000 and I have a $4 plug. That's where we stand.

It has consumed umpteen hours of my time chasing my money and/ or my merchandise. This is not how I choose to live my life. Don't make the same mistake.

Now in researching Newegg I'm discovering many customers receiving damaged defective goods when they paid for new merchandise. I hate to think of the horror ahead. I got ripped off on the internet. Time to get the lawyers working on it if I do not have everything I paid for by tomorrow. And I'll expect a full refund on the overnight shipping and "rush" (cough-cough) processing fee at a bare minimum.

BEWARE deceptive online ordering from NewEgg.com. If you order multiple items, NewEgg will split your order if items are from different warehouses and charge YOU double or more for Shipping.

The online checkout process provides a quote on shipping based on your address zip code for all items ordered. However, you get a confirmation page AFTER you submit the order that splits the items into separate orders and charges for each shipped item. In my case, the second item went from $6.99 for 3 day shipping to $9.39.

When I complained I was offered a credit on a future purchase and refused a refund of the current duplicate charge.

When I asked to cancel the order, I was denied since they already charged my credit card... even though they hadn't processed the order for shipping!

Stay away from this bank! ...I mean that.

I have a newegg preffered account which is managed by this bank. I have called customer service 3 times for some account information and when they do not have the answer all they do is hang up the phone on you!

You can not get a live person if you call back, all you get is a recording with your balance and your payment due date.

This is rude!
Do not have business with this bank!

Although I completed the required form and submitted the rebate in a timely manner, I was unable to receive $50.00 rebate offered by newegg.com in conjunction with the motherboard manufacturer FoxConn.

I have tried to contact customer service at newegg.com 5 times however they ignore my emails. I have sent by certified mail a letter explainning the situation and they never contacted me.

I realized they ripped me off the $50.00. I would never buy from them again.

Newegg.com - www.newegg.com

$3,560.00+ ordered - they got paid and I got a $4 plug!

Early yesterday morning I ordered $3,560.00+ worth of merchandise from www.newegg.com. My order was placed within plenty of time to meet their "same day processing" deadline of noon PST. I paid for the order, went through Verified by Visa, got a call from my bank confirming the charges, and even got a call from Newegg confirming the charge as valid. All this "checks and balances" seemed somewhere between overboard and extreme, maybe paranoid, but oh well, that's where we stood.

Nothing happened after that. I called and called and was assured my order was processing.

As the hours go by I call and call and I'm told over and over the order will processed but according to their website my order is not doing anything; not being packaged and not being shipped.

As it neared the end of the business day out in CA, I called Newegg for now the 4th time and was told for the 4th time my order would ship. I asked for a supervisor and explained that I have been told over and over that my order will be processed but nothing is happening. She put me on hold while she, according to her, "got with the other department to make sure that order got out today."

They e-mailed me a UPS tracking number. I tracked the package all the way to my door the next day as agreed. When I received the tiny box I found out the box has a $4 hdmi-dvi connector plug in it.

Where is my $4,000.00? That's what I would like to know.

So I called Newegg and went through a CSR, then a supervisor, then a manager, and continually was told "it will be shipped today." I explained that's what I have been told over and over. So they provided me more UPS tracking numbers and again told me the complete order has shipped.

I told them I don't believe them. This is now the 5th time I have been told the order has shipped and what I got out of it the first time was a $4 plug.

Come to find out, of the UPS tracking numbers they gave me, 2 of them are invalid on the UPS site, and 2 of them only show as billing, not anything picked up or in transit. Nothing has shipped but the $4 plug. Yet, I called again ONE MORE TIME and they tell me "everything has shipped" so I asked them what does the term "shipped" mean to them and they say it means it has left their warehouse. They are lying; the order has not shipped.

My overall $4,000.00 experience with Newegg is that they continually lie to make you hear what they think you want to hear, they practice fraud and deceptive and unfair trade practices.

I paid for overnight shipping and rush order processing fees and I spent $4,000 and I have a $4 plug. That's where we stand.

It has consumed umpteen hours of my time chasing my money and/ or my merchandise. This is not how I choose to live my life. Don't make the same mistake.

Now in researching Newegg I'm discovering many customers receiving damaged defective goods when they paid for new merchandise. I hate to think of the horror ahead. I got ripped off on the internet. Time to get the lawyers working on it if I do not have everything I paid for by tomorrow. And I'll expect a full refund on the overnight shipping and "rush" (cough-cough) processing fee at a bare minimum.

I am very dissatisfied with the customer service at newegg.com. I don't know if it is true for all CS representative but mine was awful. I received a defective CD Rom that I called and received a RMA number to return. This was a rush order so I asked if I returned it via overnight express if she could get a replacement out to me right away. She assured me she would rush it through the system. Well, here I am a week later with her telling me she's sorry but it has to go through the process that takes 3 - 5 days business days (and this is the 6th). It is apparent she has not done a single thing to rush this through the system. I told her I wanted a refund and I would go to a company that I could download this program online as there is too much work being missed by not having this program and I am falling behind. She told me no refunds on CD's again sorry. She flat out lied to me and I intend on complaining to the corporate officers if I can get some email addresses. I did receive an email today saying it would take them 3 more days to inspect this item. Will never buy from this company again, I know it was not their fault the disc did not work but when a customer service agent tells you they will rush your job through and go ahead and spend $20. to next day air the item back, you want to believe them. She should give me a refund on the wasted postage, really a terrible customer service experience. Bottom line is this woman could care less, she has lied to me and done absolutely nothing to get a working disc out to me. She was totally useless in this case and I thing Newegg.com is sadly mistaking when they say that all of their customer service agents are fully trained. Don't know what they were trained in but it is not customer service.

Newegg.com
132 South 6th Ave.
La Puente, CA [protected]

On May 10, 2006 I purchased a ViewSonic VX922 LCD monitor from NewEgg.com. The monitor arrived in a couple of days, where it worked fine with only one dead pixel. Around June 20th, 2006 the monitor suddenly started having a severe ghosting problem. The screen looked as though two images were superimposed over one another. The flicker became so bad that the monitor was basically unusable.

I called ViewSonic the night of June 20th to explain what was wrong. The person I talked with was very helpful, even walking me through some diagnostic steps to make sure that it really was a monitor problem. Once he had determined in fact the monitor was bad, I was issued an RMA number. At that time I was told to fax in the following items:

1. Advanced Replacement Policy – this contained the RMA number as well as my credit card information that was needed as collateral information in case I failed to return the monitor.

2. Supplement for Plasma Transport

3. Copy of my NewEgg.com invoice.

This is the response I received the next day:

We do not currently have your product in stock so we will be unable to process your advanced replacement.

Your RMA has been processed.

We will replace the product within 7-14 bussiness days of our receiving it.

Please return the product to us with the RMA number displayed on 2 sides of the box to:

MiTac USA,Inc.

47988 Freemont Blvd

Freemont, CA 91745

Please remove all of your personal effects from the product as well.

If you have any questions please contact us at [protected].

Thank you

Thomas A.

Viewsonic

(The spelling errors in the above email are from ViewSonic – the above is that exact email I received)

I finally called ViewSonic back to see if they could give me an estimated date when they would have the monitor back in stock. At this point I was told they had no idea. My first question was how come every retail outlet around seems to have them in stock, but the manufacturer doesn’t seem to have any. The response was “I only work in customer support”. I next asked if they are out of stock of this monitor because so many of them have been defective. Again, the answer was “I only work in customer support”. My final question was how do I go about getting a refund so that I can go to the store, and buy a monitor that works. You guessed it, the response was (no joke) “I can’t answer that; I only work in customer support”.

After seeing that others have had the same exact response as mine, I’ve come to the conclusion that ViewSonic has no intent of honoring their 48-hour guaranteed replacement policy. I thought between NewEgg.com and ViewSonic that I would never have this kind of problem. I posted my review of this monitor on the NewEgg.com site, but they failed to approve it, so it was never posted (which explains why all of the reviews are always so good – I guess they don’t approve the bad ones).

Basically, if you purchase a monitor made by ViewSonic from NewEgg.com, you are out of luck when it comes to any type of customer service. My advice is to stay the heck away from ViewSonic products. I don’t judge a company based on whether or not an item is defective or not, but on how well they respond to problems. Before this purchase, I thought ViewSonic was a reputable company that stood behind their products, but I will never make that mistake again.

Since I had to give ViewSonic my credit card information at the beginning of this mess, I will be filing a formal complaint with the Florida States Attorneys Office for consumer fraud if any charges are placed on my card before a replacement monitor is shipped.

Regards,

Norm