[Resolved] Newegg.com / horrid customer service
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!
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Newegg International Customer Care's Response, Apr 13, 2010
Thank you for taking the time to write your report and I apologize for any inconvenience the situation has caused you. Our website states, “If your order was damaged, misdelivered or tampered with while in transit, please contact Customer Service within 2 business days of delivery.” This is not stating that the claim takes 2 businesses days, unfortunately. I would like to obtain your information to see what Supervisors denied a replacement, as well, since (unless the product is not in stock) we can issue a refund OR replacement for damaged items as this is our policy.
It is true that Customer Service handles all phone calls and other departments do not speak directly with customers. This allows each department to do their individual jobs as quickly and efficiently as possible. With this said, according to your statements, you have not been treated appropriately and that is inexcusable. So I can further assist you, please contact me at 800-390-1119 ext 25092 or e-mail your information to Joshua.L.[protected]@newegg.com.
Newegg International Customer Care's Response, Oct 08, 2010
First and foremost, I would like to apologize for any inconvenience this may have caused. Make no mistake, a customers satisfaction is of the utmost importance and I would like to offer my assistance. Please do not hesitate to contact me at Maverick.B.[protected]@newegg.com or call me at 1800-390-1119 ext 25062.
I'm sure with your account information and order details we can provide you with a satisfactory resolution.
Newegg International Customer Care's Response, Jan 20, 2011
I apologize your refund is delayed in processing. If the error is on our end I would be more than happy to take your sales order number and see to it that this is corrected immediately. Please contact me at Maverick.B.[protected]@newegg.com or call me at 1800-390-1119 ext 25062, with this orders information at your earliest convenience.
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