Complaints

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought an H20 airtime pin card from merchant Newegg after *** site would not take two of my credit cards for some reason, maybe browser compatibility was an issue, Newegg had no such problem, at no point yet in the past 5-7 days has ***** customer service answered any of my messages to them during these snags, not the Credit Cards one at the start and so on, in any event, merchant Newegg has my item being ineligible for return using it's online system, of course I would like a return from Newegg, ***** service level is linked to that sort of enabling so lets not do that, while I go and get a different Sim Card and carrier, one that hopefully has nothing tied to SMS verifications via email as I am completely locked out of some of these accounts and in danger of that with others, as I make a shift to responsible ************** free email service, thanks much.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/04/04) */ Hello *******, Thank you for taking the time to contact us in regards to order number *********. I am so sorry to hear about the issue with this order. A refund has processed for this order and should be received back to your original form of payment method within 3-5 business days or sooner. 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, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the business response here, I could make no use of the item I had so recently purchased, through no fault of my own, and merchant Newegg conducted a refund and ate the cost as the minutes could not go back to them, what I just described is a consumer friendly environment, Newegg will be slightly more circumspect where *** is concerned and I won't be holding Newegg responsible for that money or it's absence, when I am making decisions as a consumer. Thanks much.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered a gpu of Newegg. On march first I received an email aswell as a text saying that my package is on its way at 12:45 pm. Seeing this I start going home to ensure I am there to receive it. Once I get home I click on the tracking link and it says that it was delivered the prior day on February 28th. I was not given any notification of any kind. I did not receive it. I have contacted the merchant and have been denied a reshipment of the order. Below I have the pictures I had sent to the business. I do not know if the packages were stolen or taken by the carrier but I was not given any type of notification that the package would be sent on 02-28-22. I only received any information the following day.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/04) */ Hello Mr. *******, We would like to thank you for taking the time to contact us in regards to order number *********. I am truly sorry to hear of this situation you experienced with your order and the claim included. According to our records, the order shipped out on February 27th, and per the tracking updates was delivered on February 28th to your doorstep. Our delivery team also provided the shipping photos showing the item was delivered to the correct address on file. At this time, Newegg will not be able to move forward with this claim or initiate a new claim and investigation. We will not be able to provide you either a refund or replacement item. At this point, you will need to file a police report with your local authorities and report the missing packages from your residence. They should hopefully be able to assist you in recovering the package as Newegg does not offer any coverage for stolen products. 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, ********** *********@newegg.com Newegg.com

• Initial Complaint

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 28 2022, I ordered a laptop keyboard from this company using their website. At the time the posted delivery time from the manufacturer was displayed as 7 - 23 days. I went ahead and placed the order. As of March 23 it has been over 23 days. I contacted Newegg and was told that the time on the website was from time of shipment. This WAS NOT stated on the webpage I ordered the keyboard from. The keyboard has not been received and I suspect that I am either being scammed or the shipment has been lost. The tracking info that I was given has not been updated since 3/14 and still shows that the keyboard is somewhere in ***** (?). The company refuses to give me 100% of my money back.

  Business response

  03/31/2022

  Consumer Response /* (2000, 5, 2022/03/31) */ Close this complaint, my money has been refunded.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have RMA ********* that was created from Order ********* when I got the wrong monitor in the box. I returned it and Newegg confirmed they got it on 3/02/22. They told me it would take 2-4 business days and I reached out to them this past week where they told me that they would escalate it and it should be done at the end of this week. I checked it today and it still shows inspection in progress. I would like Newegg to look into this, finish the RMA, and issue the refund for the amount.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/29) */ Greetings, ******* Thank you for taking the time to contact us Regarding Sales Order# *********, in conjunction with RMA#*********. I am truly saddened to hear about your experience with our customer service team while inquiring on the status of your return to ensure a swift return for this incorrect item you received. This matter has been brought to the attention of Newegg's Customer Service and Purchasing Management Teams for further review. Our records indicate that our internal support team was diligently working with our warehouse to make sure our inventory is correct to avoid any further issues. However, we did need the item to be sent back to us first. During the processing of this return, there seems to have been a discrepancy with the item serial number that was received back. At this time, we have been able to clear this matter up. Which will allow the return to continue to be processed for a full refund within 3-5 business days or sooner. Due to your experience with the processing of this return, I would like to offer you $50.00 off your next purchase for any item sold and shipped by Newegg. You are free to redeem this offer at any time, for as long as Newegg stands; there is no expiration date to this tender. Please note that discounts/credits must be issued manually, therefore, when you are ready to use the discount, just place your order online, contact our customer service at *************, and provide us with the new sales order number. Should you have any further questions or concerns please feel free to contact me directly. Respectfully, Renee*** ******************** **********

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have made no orders from this company in many years. Charges from them started appearing on my DISCOVER Credit Card on March 4, 2022. There were four charges from March 4 through March 7, 2022, totaling $351.87. They sent an item to me that I did not order, an automatic liquid soap dispenser, which I still have in my possession but do not need. It's value is probably less than $30. I initially thought the payments were related to some special shoes I had ordered from FREET but communication with FREET confirmed that they had charged me directly for all the costs related to the shoes. I have no order number from NEWEGG because I did not order anything from them.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/29) */ Hello ***********, I'm very sorry to hear about your experience with the unauthorized orders that were placed with your information; it's truly a shame this happened to you. I was able to locate the Newegg account at this time, we do show this account is still active, we would recommend checking in with all members of your household to ensure they did not place the order. The items purchased are below https://www.newegg.com/p/00E-060W-00002?Item=************** https://www.newegg.com/p/0YU-01GS-00002?Item=************** https://www.newegg.com/p/0BD-00UT-00029?Item=**************. Once this is confirmed we will go ahead with reporting this account for unauthorized purchases made it will remain inactive so that your personal information is no longer compromised. We highly encourage you to closely review your payment card statements for any unauthorized charges. Any such transactions should be reported immediately to your issuing bank. While credit monitoring services are available to cardholders from their banking institutions and from 3rd party service providers, Newegg is only an online retailer and does not offer credit monitoring services. Should you have any further questions or concerns please feel free to contact me directly. Respectfully, Renee.R. ******************** Newegg.com Consumer Response /* (3000, 7, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only my wife and I live in our apartment. She has not made a NEWEGG order. I reviewed the 3 items that you state I ordered and according to your online catalogue their total cost would be $260. This is significantly less than the $351.87 that you charged to my Discover Card in four charges from 3/4/22 to 3/7/22. I have not received any of those items that you say I ordered. Perhaps your company has been hacked. Please refund the $351.87 to me either as a credit on my Discover Card or check directly to me. Business Response /* (4000, 9, 2022/04/15) */ Greetings, MR.*******, I do appreciate you confirming that you nor anyone in your household had placed these unauthorized charges for the above items including the soap dispenser in which has been received at your residence, just to confirm none of the above items have been received after our initial contact? If so, Newegg will be able to assist with having the items sent back to us where a refund would be processed by Newegg directly. In the event, none of the items were received please contact your card provider with the below transaction IDs for the amounts charged to the Discover card ending in ****. Your card provider should be able to assist with getting all your funds refunded back to you. Our records indicate that requests for the amounts of $16.03, $164.78, $69.42, and $101.64 were processed from March 4ththrough March 7TH 2022 to the original method of payment used for these purchases. Please refer to transaction ID# XXXXXXXXXXXXXXXXXXX, XXXXXXXXXXXXXXXXXXX, XXXXXXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXXXXXX, for this exchange. The account is subsequently suspended so as not to risk any of your personal information from becoming further compromised. Should you have any further questions or concerns please feel free to contact me directly. Respectfully, ******** ******************** Newegg.com Consumer Response /* (2000, 11, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) None of the 4 items that I was charged for have been received and Newegg has agreed to work with my credit card company to refund all $351.87 that was charged to my credit card for these items.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm so disgusted with this company! I placed two different orders and had both canceled for NO REASON GIVEN!! No one will answer why! And of course customer service is clueless! I WILL NEVER ORDER FROM THOS COMPANY EVER AGAIN!!!

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ Hello Sir /Madam, Thank you for contacting us regarding your recent attempt to place an order with **********. I am so sorry to hear about your order voiding and the suspension of your account. As part of the purchase approval process and account management, Newegg uses multiple systems for verification; each of these systems evaluates multiple factors when suspending an account. Generally, an account/ payment can be suspended for suspicious activity. However, there can be many reasons as to why an account/payment can be suspended. In this case there were verification concerns with the billing/payment information that did result in your order being voided out and the account suspended. Unfortunately, we do not have access to the exact concerns or details on what factors contributed to the blockage. Unfortunately, we are not able to reinstate any cancelled orders, so if you are still interested in this item a new order will need to be placed. However, since this account is blocked a request will need to be submitted to have the account reopened for use. Please be advised the request is merely a request and we cannot guarantee that the account may be reopened. In order to move forward with that request, please verify the full billing name, address and phone number as it appears on file with your card provider. Respectfully, ****** *********************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a video card from Newegg. They did not provide a place to input delivery instructions on their website. When they didn't deliver the video card next day like advertised the customer service rep told me I didn't give delivery instructions. I told them to cancel my order and they have been holding my funds since. According to their tracking, the package is still in Newegg possession, Newegg's own carrier service. Now they're holding my money until one part of newegg gives back their product to the other part of newegg, none of which should be my concern

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/16) */ Hello **. *******, We would like to thank you for taking the time to contact us in regards to order number *********. I am truly sorry to hear of this situation you experienced with your order. At this time, the order shows as fully refunded as of 03/16. The refund will process back to your original form of payment method within 3-5 business days or sooner depending on your card provider. 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, *********************************** Newegg.com

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased an item off of Newegg.com, a 3rd party vendor called Brand Direct Store. This seller falsely claimed an item has shipped, and was received by myself. This 3rd party vendor has multiple complaints of exactly my problem. I have filed a claim against the item through Newegg. Order # ********* Claim # ********** ************************************************************ Seller offered me a bad tracking number date of purchase, gave me an Amazon tracking number to a bad address, and gave me a bad address to return the item if I have received it. The store page identifies more than 80% of their customers have lodged similar complaints from this particular store. I can provide emails from the store and from Newegg customer service regarding my issue.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/18) */ Hello Mr. *****, Thank you for contacting us regarding your recent experience with order *********. I am truly sorry to hear about the issues you encountered with this order. After further review, I do see here a final notice was issued for this order and a refund process which should be received back to your original form of payment method within 3-5 business days or sooner depending on your card provider. 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, Natalie H. ******************** ********** Consumer Response /* (2000, 7, 2022/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Owned device 3 mos. Pristine care. Following begins: 2/12/22-Black/Blank monitor upon signing in. 2/13/22-2h45m on phone w/Dell support. Cannot be resolved. 2/14/22-e-mail sent: ************************** (listed on shipping). This is Newegg's Reseller; uShopMall.com (recently changed to "************"). No Replies. 2/21/22-emailed: ************************, "undeliverable." Called ************ (listed on shipping)-a cell phone. No message re: Complicated issue & Mobile is suspicious for a business. 2/21/22-dialogue started with uShopMall "via FB Messenger ONLY (their choice)." Their position changes multiple times ("don't know if it's in stock/would you like it fixed/would you like a refund"/much more, ALL documented). Reseller evasive. Not honoring 12mo. warranty. 2/22/22 - New Issue: "Wireless network adapter is experiencing driver or hardware-related problems." AKA: No internet connection! *WiFi functioning perfect on all internet devices in home! 2/23/22-********** support made aware via chat. At my request, they send me an email ********************* 2/23/22 - Newegg sends an e-mail to their reseller, uShopMall "Inquiry: Order# ********* Item# **************-the item is defective after a very short of use and Customer requests a full refund." Latter sent my daughter's email (more below). 2/23 email Newegg-No reply. 2/25/22 Newegg phoned &agree "refund s/b issued." Newegg sends email to my daughter's yahoo-she made purchase my behalf. They advise-must use buyer's email for communications. I send email, cc:ing my daughter, "I can be cc:d so to handle this." Marketplace Claim done 3/2/22 per Newegg. In claim & call, firmly expressed will not deal with uShopMall! All is documented. Request Newegg Refund, as purchase from them. To date (3/14/22) Newegg Supervisor "******" was looking into. Each request passed to uShopMall/************. They ONLY repair. Many divisive events (&public reports) w/them to trust repair/ship back prod. Newegg refuse own situation

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/03/17) */ Hello*********************, Thank you for taking the time to contact us regarding sales order number *********. We are so sorry to hear about the issues you had with getting a refund for this order. After reviewing the order details, I see that the seller is willing to assist with repairing the item but will not honor a refund due to the time frame of the order. We recommend working with the seller since they are trying to fix the issue with the laptop and they did state that the item comes with a 1 year warranty for parts and labor. 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, Frank M. ******************** ********** Consumer Response /* (3000, 7, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The laptop was purchased "from Newegg." I only learned of their reseller, uShopMall (who I believe have recently changed their name to GeekShopping) upon delivery - but really, at the time the issue occurred (2/12/22) when checking my shipping receipt. uShopMall, as you will see in my original complaint, had proven themselves, on multiple occasions and varied ways, as being untrustworthy, unreliable and VERY unprofessional. For one thing, their first offer to replace the device was answered with, "we'll have to see if it is in stock." Then, when I checked back 2 days after, they wanted me to ship it back, so as to replace it, without ever answering if it was in fact in stock. This was a red flag to me that they would repair it, or worse! They are a very shady company, who only communicate via Facebook messenger, with a horrible track record on BBB Why would I make the mistake of having them repair a 3 month new device that I paid $***** for? What is their expertise? Why did they never answer my emails (sent to the addresses, they themselves provided). This is why I started dealing with Newegg, since I purchased the device from them. After FAR TOO MUCH flip flopping on how they would handle my situation and far too much of; Newegg handing responsibility over to uShopMall - and uShopMall handing it over to Newegg...as well as reading the extensive negative reviews on both of these companies, where all situation's were resonate/identical to mine, I KNEW now that I wanted only a refund. I did not trust them to provide me a replacement (especially one that was not refurbished). I certainly did not want them to hold onto my laptop for long periods of time (as their records on BBB and other sites, are stated by consumers) as they "attempt" to repair it. I would've have been more open to working with either company, had their service not been highly divisive and inconsistent. I will not relinquish my position with either company. SOME COMPANY... and they can figure that out, since they are associated with each other and are in receipt of consumer/my funds ... owes me a refund. We are beyond the 30 day refund window, but at 3 months and with multiple issues, and how they have conducted themselves in the past month plus, that 30 day policy is irrelevant to me now. I will not falter and the BBB is just the start of the reporting (both government and public forums) that I will pursue against both companies. I've already had to find funds, during tough economic times, to go and buy another new laptop. This time from a reputable dealer. Even if I lose the refund, WHICH SHOULD NEVER BE THE CASE, I intend to beseech their reputation and warn other buyers, because of their "game playing" treatment of me and ignorance of their written guarantees. I have every email (Dell, Newegg, uShopMall). Every FB Messenger communication. A shipping receipt with uShopMall's phone number (a cell phone) and 12 month warranty email address (which was never acknowledged by them). A copy of the Marketplace claim that was filed with Newegg "at their request"...but then, Newegg goes and claims that uShopMall handles that claim (after I stated and was agreed with, that I will not deal with uShopMll). Then, uShopMall claims that Newegg doesn't monitor it's emails or these claimes. I like Merry go rounds. But not this one. Stand by your mistakes and your faulty product. Please. Business Response /* (4000, 9, 2022/04/04) */ Hello*********************, Do you have a formal denial notice from Dell stating that they will not assist with the laptop issue even though it has a 1 year warranty? If you do have a denial notice that has a Dell case number we can send that over to our marketplace team. Should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, Frank M. ******************** ********** Consumer Response /* (4200, 11, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** ***************, Dell Tech Support Case Number: XXXXXXXXX. All of the following is well documented, in emails & website marketplace claims, to Newegg & uShopMall (plus Facebook messenger - the only means that uShopMall would communicate with me). Therefore, I will provide a synopsis. Instinctively, my first call was to Dell (since it's a Dell laptop) on 2/12/22. After 2H 40M on the phone, the kind representative could not resolve the issue. Their only resolution was to do a reinstall of the operating system, which would default all settings to their original state. All files, Apps, settings, etc. would be lost. Plus, I would need to locate and use another device, in order to download the OS onto a USB drive, as my laptop was inoperable. This was not the option I wished. Especially since much of my files were not backed up yet. Dell DID NOT deny warranty coverage! But it was not purchased from them, so they could not replace/refund...my warranty was not with Dell, it was with Newegg or their reseller uShopMall. Hence, I emailed ************************** (printed on the uShopMall shipping label). There was no response from them. A few days later, upon my follow up via their website, is when uShopMall (via FB messenger not even **@ushopmall.com or ************ which they provided me with - and soon after Newegg - began changing their positions multiple times ("replace it if we have one in stock"/"ship it back we'll refund"/"Newegg does not monitor their emails"/& More quotes with alternating resolutions and opinions). Newegg and uShopMall were pointing fingers at each other. Upon my research, I found endless claims online about both companies and similar horror stories. Including/mostly, customers shipping their defective device in and not hearing from the company(s) for months on end. This was alarming So when sending the device back for a repair was all I was ultimately offered, I knew a refund was my only recourse. There is a trail of deception and possible fraud abound. Additionally, being without a laptop for an uncertain amount of time, when it was needed for business, was also a major issue for me. I have since had to buy ANOTHER LAPTOP just to be able to continue working. At first, Newegg blamed uShopMall. uShopMall refused to own the situation at hand. Now, Newegg is trying to blame Dell. My daughter and I purchased this from *********** I don't know how or why uShopMall even entered the picture. Not my concern! My concern, is a faulty laptop and no ownership of the problem by the Seller/Reseller. Suggesting that I email you directly, implies that you wish to circumvent the BBB system. Also, not an option for me. Business Response /* (4000, 13, 2022/04/26) */ Hello Mr. / Mrs. *********, I apologize for the inconvenience this has caused you but we cannot move forward with a refund. They have agreed to have the laptop sent back to them for repair with the direct one-year warranty with them. We do not know how long the process will take but you can reach out to them directly to get that info. I understand that the item was purchased on ********** but this was not a sold and shipped by Newegg directly so once it's outside the 30-day return policy you will need to work with the seller who sold the item. In cases where the seller is none responsive then our marketplace team can step in and assist but the seller did reply stating they can help with a repair of the item. Should you have any further questions or concerns please feel free to contact me directly by email. Respectfully, ***** M. ******************** **********

• Initial Complaint

  03/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order (#XXXXXXXXX) with newegg for a motherboard and a few days later realized that rather than ordering directly from newegg I had somehow placed my order with a third-party seller in Taiwan who had an utterly atrocious reputation and a great many complaints about items not getting shipped. I immediately went to newegg's customer service reps on their chat and asked them to cancel the order, as the seller had moved its status to 'label created' so it could not be automatically cancelled through the site. (((********* 05:08 PM PT Currently we could not cancel it directly as it is tracking generated. I will email them to clarify the situation and ask them to check and refund you on their end. ********* 05:09 PM PT In case it is still delivering to you, please keep the item unopened and contact us to return it back to them.))) After a great many other communications and prodding newegg, I eventually was refunded most of the purchase amount but after being completely AWOL the whole time the seller allegedly refused to refund a 'restocking fee' of $29.85 for this item which the tracking clearly showed as sitting at 'label created' status the entire time. Newegg would not refund it, only offered me a $20 gift card. Saying you will send something, never actually sending it, then refusing to return all of the money is simply theft, and newegg is complicit in it.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/16) */ Hello Ms. *****, Thank you for taking the time to contact us in regards to the issue you experienced with obtaining refunds for your order *********. At this time, I have issued the remaining balance of $29.85 for the restocking fee charged. The refund should show back to your original form of payment method within 3-5 business days. 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, 2022/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Took way too much effort, shouldn't have to go all the way here, but at least refund was finally issued.

*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. ↩