Newegg
reviews and complaints

I will never buy anything from Newegg again!

I've been a customer of Newegg.com for more than 6 years and always had good results in the past but I guess that is because I never had to deal with Customer Service before.

I ordered parts to build 4 computers, a PS3 Move bundle for my son and a few other items.

First my order [protected] was on "proccesing" status for more than 24 hours so I contacted a cust. service rep. by chat and we changed the phone number I had on the order to the phone number on the credit card file to resolve the problem. The next day I received an email stating that the order is on HOLD so I checked the info again just to realize that the phone number was not changed at all by the Customer service representative so I corrected the info.

I contacted Customer support by chat again and talked to Vanna, I told her that I really needed those computers before the end of the week because I needed to have them working by Monday and was already Thursday (I ordered everything on Monday, 3 day shipping to get them Th or FR) she didn't give a damn and told me that I had to contact my bank to authorize the shipping address, after that they had 48 hours to process the order and ship it out.

I called customer service and again asked them if there was anything I could possibly do to get the products before next week, again no solutions and the answer was just "What do you want to do with the order!?" so, I cancelled the order, authorized the shipping address with my credit card company and will order from someone else.

If a supervisor or boss or someone that can make decisions there ever reads this, you should really think about closing the customer service department since it doesn't exist, have a phone system with a few more messages and automated RMA approvals and booom... instant savings for your Company and no aggravation for your customers!

Thank you for a great service with my previous orders... and the worst customer experience of my life (worst than COMCAST and DIRECTV toghether and that's something)

R.R.
ex-customer 2775727

I purchased "corsair dominator-gt 6gb (3 x 2gb) 240-pin ddr3 sdram ddr3 2000 (Pc3 16000) desktop memory model cmt6gx3m3a2000c8" for ~$270 from newegg based on a fellow forum members post. Ups decided to not deliver them on time. Frys had some memory I liked and I wanted the memory that day for a new folding rig so I decided to not buy from newegg. Also I couldn't be there the next day for delivery either due to business.

I called newegg and told them to re-call them I was gonna be gone the next day and I couldn't refuse the package. So they did. Then the guy (Lex) proceeded to smoose me and say if I would accept delivery he would undo the recall. So I said I would and I had me neighbor on the lookout for the package. Big hassles and my folding rig is down but I decided I would give them another chance and delay my new folding rig. Ends up they cannot cancel a re-call with ups now. And the guy said he would email if he had any issues on the re-call. No email. No package.

Chat with him tonight and he says oh I didn't know we couldn't undo the re-call but its our policy "per our contract with ups, once any package is on its way back we are not able to cancel the request.".

Oh and in the chat he says hes done it a 100 times "honestly, I have no idea they won't allow me to cancel it just few mins the request was sent. I've done this hundred times".

What a liar. Then I ask for my money back and he says they have to get the product/package back first.

Are you kidding me. Isn't that fraud knowing your not delivering a product but holding the customers money knowingly? Wasn't the product theirs the second they re-called it.

Just so frustrated I have spent a lot of dollars with them over the years and I get this knucklehead on the chat and oh by the way his boss is out and he can't say when he'll be back so I cannot talk with him. Hmm. I bet I can talk to someone tommorrow when its normal business hours but I am so upset about his treatment of me I think I will just yank my money via a quick letter to the bank (Drop it off first thing) and not buy there again just out of principle.

Others on the forums I hang out on had mentioned since the purchase newegg customer support has dropped and now I know what they mean. This situation is just plain ludicrous. I want my money back yesterday. And they make corsair look bad and lost a sale for them too.

Stay away from this company.

They are either extremely incompetent or they are trying to use cheap trick to steal your money. Do not get confident that your small purchases with them have passed well. As soon you are going to buy something bigger they will strike.

So, I have recently (July, 2010) ordered parts for a custom gaming machine at total a little bellow $2.5k. I do not possess an American credit card and they refused to bill my European card. So, I was forced to use the check option to pay for my purchase. Here come the problems.

First, Newegg claim that the check was refused by my bank. Hardly, unlikely as I can see at my online banking that the check has been cleared and the money has been transferred to the Newegg account.

As I have been asked by Newegg, I provided them with the evidence of the check clearing. They again delay the problem resolution by couple of days claiming that they cannot check with the bank right away. (How, I can see that the check is cleared 5 mins after it has been posted and they cannot, I do not understand.). Now, the delay asked by them has passed but I still have no news from them. In addition, as of today when checking on their web site for my order, I cannot find any trace of it.

I have no more patience and understanding for these guys. If the problem is not solved by the end of the week I will be filling a complaint at http://www.ic3.gov. I suggest everyone who has experienced similar problems with this fraudulent company to do the same.

I purchased a 16.4"hd display sony vaio vpcf116fx notebook computer from newegg.com on july 1, 2010 for $1, 299.99. I spent the better part of a week researching laptops that would fit the bill for my particular needs as a graphic design college student. While this laptop was more expensive than I had originally budgeted, the large high definition screen, fast processor, and sony brand name were just the right ticket. I was referred to newegg.com by a friend to make the purchase.

I spent close to two hours researching the item on newegg.com, including reviews, as well as their"computer replacement policies."the first thing I noticed was their"no refund"policy. While I thought this was an odd policy considering other online stores such as amazon allow for refunds (Minus a 15% restocking fee, but a refund none the least), I didn't let it sway my decision as I was dead-set on the model I wanted, and did not forsee any reason why I would want to return it for a refund. I then reviewed their"computer replacement policy"which is actually separated into two sections -"computer replacement return only"and"personal computer replacement". The policy was fairly typical of most online retailers, nothing out of the ordinary. So I went ahead with the purchase.

I received my notebook the very next afternoon, and was fairly excited while turning the notebook on for the very first time. It wasn't until the desktop finally loaded with the typical light blue default"windows 7"wallpaper that I was shocked to see a very bright hot red pixel in a sea of blue starring back at me. The pixel was just a few inches right of dead-center. I found that after a little bit of research that it was a stuck red sub-pixel. Furthermore, under further inspection, I found another bright white stuck pixel towards the top-right of the display, and a completely dead black pixel dead-center on the bottom of the screen. Typical software solutions did nothing to fix any of these dead / stuck pixels! None the less, I was extremely disappointed. I figured, I might be able to live with the dead / stuck pixels on the top and bottom, but that hot red pixel in the middle of the display was just unacceptable.

I figured, I would return the defective notebook for a replacement. Consider my dismay when I found out that newegg will not replace a notebook computer unless it has eight (8) or more dead pixels! I didn't remember reading that in the return policy so I decided to go back and read over the policy again. There was nothing in either of the two sections mentioned above that outlined newegg's dead pixel policy. Furthermore, I looked under various other sections not related to my purchase and found nothing until I came upon the"bulk item refund only return policy". Oddly enough, this section pertains to bulk items such as air conditioners, large televisions, home entertainment systems, refrigerators and other items that are non-returnable /non - replaceable. The dead-pixel policy is there, but it's hidden in a section not pertaining to personal computers at all! Furthermore, it's placed within a section that deals with items that can not be returned or exchanged for any reason, which makes even less sense! See the screenshots attached to this complaint for proof.

So in the end, I am left with what I consider to be a $1, 300 lemon (Especially considering the primary task to be performed on this particular notebook) without any recourse for return or replacement. Buyer beware. Either buy directly from the manufacturer, or from more reputable online retailers such as amazon which have much more customer friendly (Not to mention non-deceptive) return / replacement policies.

I have been a customer of Newegg for years. I've bought all sorts of items from them with only minimal issues. Just before this years' Final Four, I purchased a HiDef TV from them, expensive to me ($1, 500.00), but worth it in my estimation. I was excited about getting everything set up for the Final Four. The TV arrived on-time with a damaged screen and I refused to accept the delivery. Not Neweggs fault. When I contacted them however, their customer service was non-existant. They refused to replace the TV and told me my only option was to get my money back. No upgrades offered. No action to appease my anger or frustration, just a "that's not our policy". And this was after talking to 2 supervisors of Customer Service! If you need to depend upon an online website to purchase a product, I'd suggest you shop elsewhere... When I've dealt with other Internet sites, I've never been disappointed and received prompt, polite, professional customer service. I'd have to say that "Customer Service" is not their policy!

OMG! It gets worse!

I submitted my claim about the damaged TV on Monday 4/5/10 directly to Newegg. I was informed that "their policy" is that it takes 3-5 business days to process the claim even though their own website state 2 business days. I waited patiently... At 2 a.m. on 4/8/10 I received email notification that the claim had been received and approved. I then called my credit card company and they stated that the charge was still on my bill. I contacted newegg again and was told that the email that I received was notification that the claim was received on 4/7/10 and I'd have to wait 3-5 business days more! I then asked to speak to someone in their claims department so that this could be expedited, but those associates don't come in until 4:30 p.m. PST and I can't talk to them anyway because it's "not their policy"!

Stay away from www.newegg.com... it's not worth the risk!

I purchased an XFX Radeon HD 5870 graphics card from Newegg on 1/27/2010.

I started assembling my new gaming system this week and discovered the graphics card is too long to fit my Cooler Master Gladiator 600 chassis. The card is 11" long and the space available is about 10.5".

I have since learned the Radeon HD 5870 series cards are excessively long and won't fit many industry standard mid-size towers including those from reputable manufactures like Cooler Master.

I contacted Newegg on 2/2/2010 and received a RMA. However they will ONLY replace the graphics card with an identical one (i.e. same make/model), which in my situation does me absolutely no good.

I contacted customer support via email and tried to explain my situation and received a boilerplate reply essentially stating "Sorry, but that's our policy." Further follow-up emails fell on deaf ears, reiterating the policy and end by stating, " We won't make an exception."

I take my share of the blame here for not properly researching the unusual size requirements of the Radeon HD 5870 graphic cards. To be honest I have built several systems in the past and never experienced this problem.

That said, I find Newegg's rigid return policy is extremely frustrating. I have been a loyal Newegg customer for many years (including over $3, 000 worth of purchases in the last year). I would like to continue giving Newegg my business, but this experience has shaken my trust. I have MANY choices of where to shop online, but I choose Newegg. They are not always the least expensive, but they have always been trustworthy and reliable.

I would like to either receive a refund OR a credit so I purchase a Radeon HD 5850 series card, which measures only 9.5" in length. I'm bummed about using a slower card, but switching to another chassis is not practical. The computer is completely assembled and is just waiting for a graphics card.

I am hoping that a Newegg representative will read this post and help me resolve this situation satisfactory.

John

I orded a Sony LCD TV on newegg.com.cn. Within 7 days of receipt since 16 January 2010, the TV cannot work normally neither as per the instruction of the Sony User Mannual nor upon the operatoin of the professionalist from Sony on 23 January 2010. The Sony professional issued the official letter stating the malfunction of both audio and video. One the same day, I called CS of Newegg China to ask for return of this Sony LCD TV. By far no one give me an asnwer to the final resolution.

The annoying issues are of the followings:-
1. As a corporate behavior, different CS reps express the different solutions which is not accpetable. What is the standard?
2. As Sony has issue the offical letter stating the malfunction, why shall I sumbit the official so called Sony Testing Report as Sony or their representatives have acknowledged the defects in written.
3. Newegg requires me to packing the TV by myself and send it to their designated warehouse as they just have moved the warehouse and possibly short of logistic staff.
- I am not a professional on appliance and what if the TV is damaged during the return transit? It is a completely unfair request for clients!

My request on the after sales service is to refund by 12 January 2010.

Ordered a Yamaha keyboard, received in a timely manner. On their website, on the images of the product it shows it coming with earphones, a stand and ac adapter. Called newegg.com shortly after the keyboard arrived, because the accessories were missing. After several attempts and waiting almost 30 minutes I was able to talk to a human. Explained what the problem was, he asked if the box had been opened before, told him no, he said the item was out of stock, he would check with the warehouse, I could call the manufacturer. Really feel like there is nothing newegg.com is going to do about this. Haven't heard any back from newegg.com. Is this how they do business? Thought they were above board. Guess everything is good as long as you don't have a problem with an item you purchase from them. Very disappointed with newegg.com. Feel really let down.

I purchased online gift card from NewEgg on 11/6/2009; the recipient never received email from NewEgg containing gift card.

I contacted NewEgg customer service and they said they would resend the card to me and the recipient; neither of us received the card. I contacted the customer service department three more times and was told the card would be resent to both parties each time, but again, neither of us received the card.

On 11/30/2009, I asked that the gift card be canceled and the money refunded and I was told it would be refunded within 48 hours.

I called again on 12/3/2009, as the money had not been refunded to my account, and was told by a customer service rep that the card had been canceled two weeks prior, long before I first contacted them inquiring about the status of the card. They were not able to tell me why it was canceled or by whom, and insisted that the money had been refunded to my account on 11/19.

My bank has no record of the refund, and NewEgg has not provided me with any information from their records indicating the refund ever happened, despite my attempts to gain that information.

I have spoken with numerous customer service reps and an escalation rep, all who have failed to provide me with any proof that NewEgg refunded the money.

I have filed a dispute with Bank of America about this matter, as attempts to work with NewEgg to resolve the matter have been completely futile.

I have been a loyal NewEgg customer for years, but I will never purchase anything from them again after this ordeal.

My wife bought me a gift card from Newegg. The card was supposed to arrive via email in 1-2 business days. It's now been 6 business (and 10 total) days and we have yet to receive the email/card. We have sent 3 emails and waited on the phone for about 20 minutes after numerous days of only receiving a busy signal, only to be told there was nothing customer service could do. They would have to forward the issue to their accounting department.

What I can't understand is why they just don't send it out? Newegg charged our account right away. We paid the money for it and now we are getting the run around. How can they call that customer service?

It's a shame because I've spent thousands of dollars on Newegg and for them to take our money and not deliver is unacceptable. It pains me to say this but they just lost a loyal customer.

My wife bought me a gift card from Newegg. The card was supposed to arrive via email in 1-2 business days. It's now been 6 business (and 10 total) days and we have yet to receive the email/card. We have sent 3 emails and waited on the phone for about 20 minutes after numerous days of only receiving a busy signal, only to be told there was nothing customer service could do. They would have to forward the issue to their accounting department.

What I can't understand is why they just don't send it out? Newegg charged our account right away. We paid the money for it and now we are getting the run around. How can they call that customer service?

It's a shame because I've spent thousands of dollars on Newegg and for them to take our money and not deliver is unacceptable. It pains me to say this but they just lost a loyal customer.

I returned a defective item for a replacement. After being told by ### #1 they had approved the replacement (duh! it didn't work) I was informed by ### #2 it was rejected and it was being returned to me so I could deal with the manufacturer. Enter ### #3 who responds (this is two months after the initial return request) that they were investigating the issue. What? You need Sherlock Holmes to investigate a defective item? I still have nothing to show for my purchase and I still owe the credit card company for the amount. This is outright theft. The management and staff at Newegg are complete idiots. NEVER do business again with this online scam machine. Tell all your friends!

Horrible customer service! They lie, make promises and reneg. I ordered an item, it was defective and returned it for replacement after receiving an rma authorization and I stated that the original box had been discarded. I was instructed to return it anyway. A few weeks later I am told I need to return the original box, as if they don't even read the emails they are sent. I spoke with a guy who assured me he understood and felt certain they would honor the replacement. Ha ha. Lie number one. Then I am told they were returning the defective item to me! What? Because of a lousy cardboard box? Are you kidding me? Fortunately for me it was charged to their newegg credit card. Think I am going to pay? I don't think so. It will damage my credit but I will not pay for a defective item and support lousy customer service. Buyers beware!

Hey guys when will this end.. Once again lied to by the guy who posts after every newegg complaint. When promised refund of $892.00 and getting $882.00. I know it's not a big dif, But what the hell! I have been cheated and lied too since the dreary start of dealing with this company.. Also for a little substance, I went out and bought my new laptop (same model) from costco, And guess what, It came with all the plastic film coverings and the plastic caps on the end. Also I had to upgrade IE7 and WMP and even a few other programms, It was like this computer was Band New, Hmmmm I'm not going to imply what I think is true. Bottom line is, This company is a rotton egg..

I would first like to state that I have purchased alot 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 recieved 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.

I ordered Crucial Memory that had a 40.00 rebate. The memory arrived without the upc barcode. I wasted 45 minutes on 3 difference customer service reps attempting to resolve the issue. It is a catch 22. Without a UPC you can't return a product. Without a UPC you can not get the rebate. The customer service reps insisted the bar code was on the product because it was scanned at the warehouse. I had to train them on the different bar codes they use. I sent pictures of the product to document the missing bar code.

I no longer count on a newegg rebate when making a vendor selection based on price.

So, this is a brief complaint that should be taken more as a warning than anything else. Beware ordering anything from NewEgg.com when it is to be shipped to you via UPS. The short of the long is this:

I ordered an entire PC from NewEgg. Case, motherboard, everything. The shipment would be delivered to me in three boxes, two on a Wednesday and the last on Thursday. Well, I work those days. So I spend time at work checking the tracking information and I notice that the status is changed to delivered around 3:30 in the afternoon. So I call the house, expecting to hear that we have two packages. To my surprise, we had only one. The case, being the largest of the items ordered and weighting around 40 lbs had its own tracking number. It was missing! After several hours of research and calling both UPS and NewEgg about the issue, we discovered that for some reason the driver decided to leave one box by the door and one box, the missing case, with my neighbor. He even signed for it! I don't know my neighbor. It's 2009, who does? We're not living in Mayberry anymore.

The problem? The case was delivered to one address, while the other box was correctly delivered to my house. I got the run around from both NewEgg and UPS about who I should talk to. Two hours on the phone, back and forth. If you haven't already and you're in a similar situation, let me tell you how to fix it. Call UPS. Tell them you never want packages left at your address without your signature. Don't bother with NewEgg, they won't help you. Best they can do is contact UPS with a lost/stolen claim and you'll be left to wonder who, if anyone, is handling the situation.

My advice? Don't order from NewEgg and never have anything shipped via UPS. I've ordered from NewEgg several times and always seem to have some sort of shipping problem. I live in Memphis. FedEx lives here too. I'll be looking for a company that knows how to get things shipped properly in the future. You should do the same.

I've been buying electronics and computers for 35 years and think I know when I'm getting a good deal, especially since I build servers. When looking for some parts for a server I'm building, I found that NewEgg had good prices, so put all the items into the cart and backed that up with spreadsheet entries.

Finally when I was getting ready to check out. I needed to confirm, for warranty and possible exchange purpose the compatibility of the memory I was ordering, with the motherboard being ordered.

I could not find a number to call, but a chat agent was available so I opened the chat session and asked my question. I was shocked at the answer I got and realized from it that the supposed warranty from NewEgg was and would be worthless, as they told me they only resell the parts and can not confirm any compatibility issues.

Obviously compatibility and warranty are linked as if the memory proves to not be compatible, you have an exchange issue. Plus an inability to confirm compatibility leaves the integrity of the company suspect as you will not have any technical support to either prove the incompatibility or failure of a component.

Realizing that I cancelled my order for the parts (over $1, 200 on the order) and went shopping elsewhere, as I do not need a parts exchange disaster.

I don't suggest you buy from them as they obviously do not back what they sell.

OMR