Complaints

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the processor on 11/06/2021 with a new motherboard and **********. I spent $*** in the CPU alone. Newegg had replaced the part multiple times and it still won't work with the motherboard I purchased for it. The motherboard was advertised to work with the CPU with a BIOS update, I did do the update for the motherboard and it still didn't work or hasn't worked. I just want the $*** refunded so I can buy a CPU that is fully compatible with the motherboard. There were no motherboards available at the time that were compatible with the CPU without updates either. Newegg will not do a refund and I went through my credit card company to get it refunded but they sent their terms and services documents to discover which has the dispute ruled in their favor. I've been trying to get this taken care of since the 27th of December. The order number is #********* Invoice number is #*********

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/04/20) */ Hello Mr. ******, Thank you for contacting us regarding Sales Order # *********. I am so sorry to hear about the trouble you have encountered with Newegg regarding your return request. Our records show, this item was purchased from Newegg on 11/06/2020 and had a replacement only return policy of 30 days. The return policy for this item can be viewed here: ******************************************************************************** Since this item was sold as a nonrefundable item, it is for that reason along with now being outside the original return time frame that your request for a return for a refund has been denied. However, upon further review of your situation, I would be willing to aid you in returning the item as a onetime exception to our normal policy. This return would be in the form of NEWEGG STORE CREDIT that will not expire. The item would need to be returned to Newegg in the original condition including retail packaging, accessories and manuals and not show any signs of physical damage. Once received, inspected and processed, we will be able to issue a refund for the full amount paid. Should you choose to accept this offer please feel free to email me directly at the email address provided below and I will issue a Return Merchandise Authorization as well as a return shipping label. We appreciate your time and consideration upon this matter and nk you for allowing us to assist you. Should you have any other questions or concerns, please feel free to contact me directly by email. Respectfully, ****** ********************************** Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a motherboard from ****** that works with the CPU. I'm just done with Newegg, you're no longer going to get my business. Business Response /* (4000, 9, 2022/05/03) */ Hello Mr. ******, We are sorry to hear that you did not accept our offer for an exception for a refund in the form of store credit. Please note the item was sold with only a 30 day, replacement only return policy, so we are not able to provide you your desired resolution for a refund back to your original form of payment. Should you decide to change your mind, my original offer will be valid for the next 30 calendar days. Respectfully, *** **

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a license for Bit Defender Total Security and Internet and the license key was never sent to me so I can install on my laptops. I have contacted them multiple times seeking the activation key and I was never given the proper information to install my product on my computers. I was just sent instructions that never worked on either of my laptops I was last told that a Manager would contact me and help resolve my issues, but I got no feedback. This is the worst customer service and the reps and agents seemed uninterested in getting this resolved.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/04/14) */ Hello **. ******, Thank you for taking the time to contact us in regards to sales order# XXXXXXXXX. I am truly sorry to hear the troubles you've encountered with this order. According to our records, the email was sent to the email address associated with your Newegg.com account. We recommend checking your emails or you can also log into your account, hover over your name, click on order history and then select digital orders where you can click to send the product key by email. At this time, we recommend contacting the manufacturer for any assistance with troubleshooting as we no longer offer tech support. You can also use the link below to reach out to the manufacturer. Should you wish to speak to a manager, please leave the best contact number and time you are available to receive a call back. ************************************ We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ************************************************ Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a refund and I'm not going thru anymore troubleshooting at this point this has been ongoing for months. Business Response /* (4000, 9, 2022/04/25) */ Hello **. ******, I am so sorry to hear you were having issues with troubleshooting. We went ahead and processed a refund for you. Please allow up to 3-5 business days to receive that back to your original form of payment method. Respectfully, ***********************************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought an ******************** graphics card from Newegg**** on 12/1/2021, order number XXXXXXXXX. Card failed three months later. Card****es with a three year warranty. Entered card serial number on **** support site and was told the warranty could not be honored because this was a Chinese card, it should not have been sold into the U.S. market because warranty repair is regional. Called Newegg support who connected me with the seller ************* who proceeded to mislead me through unhelpful emails for a week. Called back Newegg support and was told a ticket was opened on my behalf. Ticket number I was given, XXXXXXX. I was told to call back after two business days if I had not heard from anybody. Called back after two business days and was told 7 to 9 business days would be required. Called back after nine business days, spent 20 minutes on hold, Tier 1 support could not help. I was told I would be transferred to a Supervisor, spent another 20 minutes on hold and then the call disconnected. I am out $*** with a card that cannot be fixed under manufacturer warranty. Newegg needs to remedy this issue since they should not have allowed this card to be sold into the U.S. market where the warranty could not be honored. I understand electronics sometimes fail. That is why they****e with warranties. On the product page it states "Shipped from the United States". This is misleading to the consumer. I was misled as a consumer, not being informed that the warranty on this device would not be honored. Newegg should send me a new working card that has a warranty that can be honored in the United States.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/18) */ Hello Mr. ******, We would like to thank you for taking the time to contact us in regard to Sales order#XXXXXXXXX, in conjunction with RMA# XXXXXXXXX. We are truly sorry to hear of this situation you have experienced with the delayed processing of your return/warranty. According to our records as of 04/15/2022 a refund of $****** has been submitted for this order. Now that the refund has been issued out it, you can expect to see those funds fully processed back to your original form of payment within 3-5 business days. Should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ******************* Consumer Response /* (2000, 7, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received 4/19/2022. Glad I got my money back, but as a consumer, did I really need to be put through this? Weeks of getting jerked around? Glad you finally admitted your mistake and did something about it. I am soured for life on this company though. Never again.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to order a specific sized PC fan for my desktop, I went to Newegg.com to get it. the seller was out of hong kong (the seller store isnt who I'm worried or making the complaint about), My payment is approved etc, More than two weeks have gone by at this point I contact the seller, they let me know "het sorry but stuff is staling at our port" okay. So I go back into my account on Newegg to file for a refund, literally only given the option to return the item I never was gonna get. I contact newegg to let them know like hey your site only says I can do this, I want a refund. NO where on their site does it say anything about a "re-shelfing" fee. How are they re-shelfing anything when the seller is in China? 10 more days go by (now april 2nd, ordered back on march 15th) contact newegg customer support, of course I get told "sorry for the confusion but that fee is automatic." after I had repeatedly told them your site says nothing about this "fee" on a $17 item I got back $14. I also see they they change the date and time I contacted them I contacted them this last time April 2nd at around 11:30p.m. PST. they refused to answer me about the "re-shelfing" fee other than it happens with a return. Kept asking what item is being returned because I have not received one. so why would there be a re-shelf fee, and told them the last conversation that their site would only allow me to do a return not a refund. so it was a trap from the get go, and then they hide behind thinly vailed apologies, as if that is going to change the fact that their site restricted me from being about to do a refund. and ONLY a return on a package I was never going to get. Then refusing to answer as to why that is. I flat out told them I was filing a report against them this is predatory behavior from a company. I just wanted ALL my money back so I can buy somewhere else

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/11) */ Hello Mr., Ms. ********* Thank you for taking the time to contact us in regards to sales order# XXXXXXXXX. I am truly sorry to hear the troubles you've encountered with this order. According to our records, a restocking fee was charged however reimbursed. Usually in cases when items are not received, a return is created so the seller can issue a refund as our system will not allow a refund to process for the seller without the proper information being provided. At this time, a full refund has been issued. Please allow 3-5 business days for that to reflect your original form of payment method. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ******* H. *********@newegg.com Newegg.com

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a headset online 12/30/21. It came as an "open box" product that had been used and missing pieces. I have since been trying to get a refund. I asked for a replacement and was told they didn't have anymore. I sent the item back, which they rejected saying that I needed to send it to the manufacturer to replace under warranty. (And I still have not received the headset back although it states it was returned to me) Manufacturer said to send back to where I purchased it. I ordered this item brand new and it should have came brand new. The manufacturer isn't going to replace something that is used. When I inquired back on my refund, now they are stating they never received my return. This is un-true, I have the email confirmation that it was returned. I keep getting the run around and now I am out the broken headset and the $118.00 that I paid. I just want my refund at this point.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/11) */ Hello Ms. *******, Thank you for taking the time to contact us in regards to sales order# XXXXXXXXX. I am truly sorry to hear the troubles you've encountered with this order. At this time, a refund has been issued. Please allow 3-5 business days for that to reflect your original form of payment method. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ******* H. *********@newegg.com Newegg.com

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a device from Newegg and the company disabled my account for no reason and canceled my order (which was a $****+ order) and did not notify me. I need the computer for school and had to create a new account to re-attempt a purchase. The company then disabled my second account and canceled my order the day before it was required for classes, (Saturday APR 2 2022), and they did not notify me of the cancellation or reason for canceling the order. When customer service was contacted they said they could not tell why my account was disabled, just that it was disabled and that they had to request it be reenabled. They never got the account reenabled and now I am short a computer that I need for work and school.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/11) */ Hello ********** Thank you for taking the time to contact us in regards to sales order# *********. I am truly sorry to hear the troubles you've encountered with this order. According to our records, the order was voided due to verification concerns. My apologies as that information is not provided to us however we are able to see the account is open for available use. At this time, the account shows as unblocked and purchases can now be made. The item total still currently shows listed as $********. You can definitely make a new purchase for the previous item total. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ********** ******************** **********

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase an item on 3/4/2022 in the amount of $*******. UPS updated the tracking information as delivered on 3/8/2022 however the package was never delivered. I checked with neighbors who confirmed they had not seen a package be delivered. I immediately filed a claim with newegg who has since denied it twice. The tracking information shows UPS doing an investigation, saying the package was delayed, and then submitting a claim to the sender (newegg). Newegg has not accepted any fault or responsibility as of 4/1/2022. tracking number is 1ZXXXXXXXXXXXXXXXX

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/11) */ Hello Mr. *********, Thank you for taking the time to contact us in regards to sales order# XXXXXXXXX. I am truly sorry to hear the troubles you've encountered with this order and the claim involved. According to our records, a claim was originally filed on 03/08 and denied on 03/11 as the carrier was attempting to reach you and there was no response so our claims team couldn't obtain information needed from the carrier and the receiver. The information obtained by the carrier was the proof of delivery. Another claim was issued on 03/28 however was also denied due to an open chargeback which we are not able to proceed with an investigation as the chargeback is currently open with your bank. At this time, the claim will be denied as there is an active chargeback on this order preventing further investigation by our support team. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ******* H. ******************** Newegg.com

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have 5 orders that were cancelled/voided and Newegg told me the orders were not charged, but looking at my bank statement all of them were charged except one ending in ***

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 1/19/2022 the ORDER # *********, INVOICE # *********, was placed to NewEgg and was never fulfilled or delivered. There is no tracking number and order was market as delivered, preventing me to ask a refund through the platform. Trying to contact seller several times without any answer. Calling customer service and placed on hold forever. I just need a simple solution - provide refund ASAP.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/07) */ Hello *****************, We would like to thank you for taking the time to contact us in regard to order *********. I am truly sorry to hear of this situation you have experienced with our Marketplace seller: ********** and the shipment of your order. According to our records, as of 03/15/2022 a refund in the amount of $95.92 was submitted. However, I do see that the original taxes on this order were not included in this refund amount. I have since gone ahead and issued the remanding balance of $6.71 for you now. Please allow this refund 3-5 business days to fully process and reflect back to your original form of payment. To confirm your total refund has been issued in two separate refund amounts, totaling $ 102.63. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ****** ********** Consumer Response /* (2000, 7, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received accordingly.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a GPU through Newegg. When I installed it, it didn't work. I sent it back to be replaced and they told me they couldn't because I didn't have the wrapper to the original box it came in.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/14) */ Hello Mr. *********, Thank you for taking the time to contact us in regards to sales order# XXXXXXXXX. I am truly sorry to hear the troubles you've encountered with this order. According to our records, the return was denied as the retail box was missing the slip that contained the serial number and UPC code that helps us identify the correct item is being returned. Per our return policy, items must be returned in their entirety including retail packaging, accessories, and no physical damage. At this time, we can offer to process an exception for this return as a refund however we can only process it as a store credit refund due to the return policy not being honored. If this is something you would like to move forward with, please respond at your earliest convenience so we can process a new return for you. We do thank you for your time and consideration upon this matter, should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ************************************************ Consumer Response /* (2000, 7, 2022/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm happy with being able to return for store credit.

*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. ↩