[Resolved] Newegg.com — refuses return, says item I sent them is not the one they sent me (but it is!)
Let me first say that I have been a Newegg customer for years and up until now, I have never had a single issue. But that's what makes this situation difficult for me to understand. On 8/18 I ordered a new Seagate 2TB networked external hard drive. After it arrived, the box looked a little worn (for a new item) but I ignored it once I set it up and began moving all my archived data onto it. It was a bit slow over the network so I had to do this over several days. When I was finished moving the data, it was over 800GB in all. The next day, I went to the drive as normal, and the drive was no longer detected by my system. I tried from another computer (and going through the same setup process) but to no avail.
So I setup an RMA with Newegg, no big deal. My computer's been a bit strange lately so I really wanted to make sure my data was backed up. I found a new Seagate portable drive at a local store and it was very well priced so I purchased that and once my data was on it (which didn't take nearly as long) I sent the RMA back on 8/25.
The next day I got an email saying they had received my return, but on 8/30 I received an email stating "Wrong item, RMA Denied Item received was not sold by Newegg, Return to customer, Unfortunately, the item(s) you requsted for RMA was not what we received.
At first I thought perhaps the UPS place I took it to screwed something up and sent a box with the wrong label (I remember not seeing her affix the label before I left), so I started a chat session. That was not the case. I was told that the hard drive I sent back had a serial number different than the one they sold me, and were sending it back (as according to their records, they had never sold the item with the serial number it DID have). I told them that was a mistake, I sent back the drive they sent ME, (I don't have another one of those drives, and I only ordered the one, so there could be no mixup there) and they agreed to look into the matter again.
I checked on the RMA status over the next few days, and it kept changing. I received another email, I suppose for their paperwork going through the process again and at one point it even said (refund) and I was assuming all was right. But on 9/3 I received (seemingly) the hard drive back.
Now, looking at it from Newegg's point of view, they would have to assume that I (either by accident or on purpose) sent them back the wrong drive. I didn't do it by accident, like I said I only ordered/had the one drive, and it's a very bulky item, you can't just mistake it for something else. I certainly didn't do it on purpose (which doesn't make much sense anyway, this is a brand new drive. Surely if I got it elsewhere and had issues with it, I could just return it THERE and not try to pass it off to Newegg, a company I have been pleased with for a very long time).
So, looking at it from my point of view, I can see two things. Either the wrong item was in the box when I received it (there was no way for me to know this unless I checked the serial number when it arrived, but does any consumer actually do that? And even if I did, wouldn't I be in the same situation and they would just tell me the serial doesn't match?) Or somehow the item got switched somewhere afterwards and now does not match the "box" serial number.
After inspecting the drive when it came back, the "box" serial number and the hard drive serial number definitely do not match, but it is impossible for me to defend myself and prove that I did not do this (besides the fact that I didn't) or even prove that it was/wasn't correct when I first received it. There's nothing on my invoice stating the serial number, so it's impossible to compare. I can only assume I received the wrong drive in the first place, and they didn't catch the error until I tried to return it.
(During this time, I did a lot of investigating into the matter. I found similar Newegg stories of receiving an item, immediately needing to return it for one reason or another, but being denied because the serial number was wrong. And of course, the customer says they returned the item they were sent. I can only accept these as here-say since I was not personally involved but it is interesting to note the fact.)
I asked Newegg to look into the issue but instead they just sent the item back and now I am stuck with a defective drive *and* I am out the money I spend for it. Is this really how you treat your loyal customers Newegg?
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, Sep 07, 2010
Hello, my name is Maverick and I'm a representative at Newegg.com. I came upon your review and wish to offer my assistance in this matter.
I encourage you to please contact me at Maverick.B.[protected]@newegg.com or call me at [protected] ext 25062, with the sales order number or return RMA number to investigate this matter for you. It is our every effort to provide our loyal customers with the best shopping experience possible and I would like to personally assist you in finding a suitable resolution to this situation.
Newegg International Customer Care's Response, Oct 26, 2010
Dear Mr. Pendersen,
I would like to apologize for any inconvenience this situation may have caused. Our RMA department scans and inspects all returns and emails the customer of a return issue prior to returning an item. If there has been a misunderstanding, I would be more than happy to correct this situation and would would like to offer my assistance. I will be contacting you shortly to investigate this matter. Newegg, values its customers and keeping your shopping experience with Newegg second to none. Should you have any further questions or concerns do not hesitate to contact me at Maverick.B.[protected]@newegg.com or call me at [protected] ext 25062.
Newegg International Customer Care's Response, Apr 29, 2016
I regret to hear of the trouble you're experiencing in obtaining a refund. Please allow us to look into this matter by emailing either your order # or RMA # to [protected]@newegg.com. We look forward to hearing from you soon.
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