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[Resolved] Newegg.com / if you get cheated in newegg marketplace, newegg won't help

United States Review updated:
Contact information:

Newegg-proper is still OK, but ...

Major problems with the Newegg Marketplace. If you get cheated in Newegg Marketplace, Newegg won't help. You're on your own. Newegg is not Amazon!

Quoting their policies they told me:
"The product was sold and shipped directly by the seller. Newegg is simply a platform."

So now they're just a "platform" to send products and wash their hands of them. I thought people buy from Newegg because they offer service and assurance that things will be OK. If I got a rock in a box, not just open-boxed used goods pre-configured with someone's random password, and with missing parts, I wonder if they'd still just be a 'platform.'

Yes, Newegg is selling on behalf of other sellers, and this is not new.

I know exactly what multichannel selling is. eBay and Amazon both has proesses in place for this. You are not forced to send emails to seller and pray to God you get some sort of resolution. I did not get what I ordered. They're saying "tough luck, that's your problem, go contact the seller."

Really? Is that eggsellent service? So all the branding of Newegg goes away in my mind, unless you tread carefully and only order from Newegg. If you order from the Marketplace, well, might as well just buy it from any shady dealer because you have no dispute escalation process and they claim they're just a 'platform.'

So if you're not ordering from Newegg Marketplace, they're probably still OK. But if it's not Newegg, you'd best stick with Amazon, where they actually have a system in place for resolutions and maintain some level of customer service for items they don't fulfill. Not emails and prayer.

  • Resolution statement

    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, Oct 13, 2015

    Hello Everyone,
    If you have had a negative experience with a Marketplace Seller, please email us the details of your experience to [protected]@newegg.com.

    Svince,
    I’m sorry to hear that the Seller took so long to issue your refund and for the level of service that you received from us. We have changed our policies where we will not contact the seller on your behalf to get a resolution. If you need any further assistance, feel free to email us at [protected]@newegg.com.

    Almulder,
    I do apologize that you were suggested to file a dispute with your PayPal account to receive your refund. If you are still blocked from our site, then please, email us your account info (Email address and name) to [protected]@newegg.com, and we’d be happy to see what we can do for you. Please reference this post in your email.

    Alfred,
    Thank you for bringing this to our attention. I’m sorry that Autopartsway were voiding the order due to the price error. I have brought this to our Marketplace Management team to review and correct upon. If there is anything we can do to assist you further, please email us at [protected]@newegg.com. Please reference this post in your email.

    -Mike (Newegg Support)

  • Newegg International Customer Care's Response, Jan 27, 2016

    Hi JtSrq,

    We appreciate that you brought this to our attention, and apologize for any difficulties you've experienced with your recent Marketplace order. Thank you for emailing us at [protected]@newegg.com. Once we've reviewed the situation, we'll be responding accordingly.

    Thank you,
    Julia - Newegg Support

  • Newegg International Customer Care's Response, Dec 15, 2016

    Hello Eric, thank you for bringing this issue to our attention through our various contact platforms. As mentioned in your previous forum post, we forwarded your email to our Marketplace team for investigation. Please email at [protected]@newegg.com with the subject line "Complaintsboard" along with your order number, if you have any further information. -Patrick (Newegg_Support)

Sv
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Comments

  • Al
      9th of May, 2012

    REALLY BAD CUSTOMER SERVICE. I purchased an item from their Market Place (Third Party Seller) Incorrect item was sent. I called Newegg and they said just refuse the packages and once the shipper get the item back i will be issued a refund. Well i did that and 10 days after shipper received the item back still no refund. So I called Newegg back and they said just file a paypal dispute then to receive refund. I did and promptly got a refund. But now Month later I find out they have suspended my account because of the dispute and will not release my account until I revers the dispute. YOU CAN'T REVERS A DISPUTE ONCE CLOSED. So newegg will never let me buy from them again.

    -1 Votes
  • Ti
      20th of Feb, 2013

    If you purchase directly from Newegg, you'll get what you want and when you want it. If you are tricked into buying from a third party on their web site you are on your own. They will not help you and treat you like an idiot. I used to be a Newegg fanboi but now, I'm really thinking about Prime.

    0 Votes
  • Br
      25th of Sep, 2015

    You mean you can't scam sellers or ship your stuff to the wrong address, or return stuff for ANY reason you want like losers do on Amazon all damn day. "I had my stuff sent to the wrong address. Can you send me another one for free??" Amazon will force the seller to do that. Amazing scam. I hate hate hate Amazon policies. Buyers are coddled like 2 year old brats. Sellers SHOULD not be responsible for YOUR stupidity..

    -2 Votes
  • Al
      9th of Oct, 2015

    I will not purchase from this Autopartsway again Autopartsway posted a price through Newegg Marketplace.

    When I purchased the item, Autopartsway cancelled my purchase and emailed a cancellation notice, saying the item maybe out of stock. I called Autopartsway on the phone and they had plenty in stock, I then repurchased the item at the same price online, only to get cancelled again. I called customer service on the phone to see what the problem was they lied to me saying they never got the order and to "contacted Newegg Marketplace" So like they suggested, I called Newegg and They confirmed they did receive the order, and cancelled the order because of a pricing error. I feel Autopartsway gave me the run around the whole time.

    If Autopartsway does not want to honer the prices that they had posted like every other reputable company would.

    Claiming to be %80 less than any others is a real joke!A parting shot at Newegg Marketplace, is to choose better companies to list or just go back to what they are great at."

    0 Votes
  • Jt
      26th of Jan, 2016

    I'm a longtime, high volume customer and also just had a major issue with a bad seller shipping a faulty part and not taking it back. Sent email to the wecare email, but like others, I will just shift my $2000/month purchases to Amazon if Newegg wont make it right. AVOID RESELLERS on NEWEGG!!!

    0 Votes
  • Ji
      4th of Nov, 2016

    It's amazing to me that newegg would be so foolish as to provide a marketplace platform without ensuring customers get the experience associated with the brand. Newegg you have cheapened your brand to be meaningless with your marketplace policies. To be clear this is from someone who was looking to buy but did enough research to not trust your marketplace and by extension have no interest in buying direct from newegg. Its sad to see a company ride it's once stellar brand into the ground because management got greedy.

    0 Votes
  • Er
      14th of Dec, 2016

    The Newegg Marketplace is like the Wild West - anything goes. I had a problem with a seller and notified Newegg Support. After 3 emails to them, no response. I left the following Seller feedback about my experience;

    Following Newegg’s Seller feedback rules, this is the redacted text of an email I sent to [protected]@newegg.com about IT Wholesalers.

    I was in the market for a Lenovo Thinkpad One Link Plus Dock. I shopped and found Newegg to have the best price. There was a cheaper one but it was for a used unit from XXXXX.com.

    I received a UPS notification of a shipment in process for me from XXXXX. I suspected that IT Wholesalers might be fulfilling from XXXXX with a used item. I checked IT Wholesalers reviews and read that buyers have received used or damaged goods when they ordered new. I also read of difficulties getting refunds, restocking charges and paying for return shipping. Doing more research online, I found that, Newegg (redacted).

    Alarmed, I sent an email to Newegg. They assured me that the product would be brand new. Fearing that (redacted), I asked to cancel the order. They forwarded the email to IT Wholesalers;

    NE: We have a customer requesting to cancel their Marketplace order. According to our records, the order has not yet shipped out. I have included the customer in this email notification and their order details are listed below.
    ITW: Cannot cancel item is already on the way.
    ME: Newegg customer support assured me via email that this item is factory new-in-box. Please assure me also that it is. Upon arrival, I will verify the original packaging characteristics with Lenovo. I am concerned because you are fulfilling this item from XXXXX, which sells this item only as used or refurbished. If I wanted a used item, I would have ordered it directly from them at a lower cost. I do hope that I will find that it is indeed new. Anything else, now, would be a deliberate misrepresentation. If you know that it possibly might not be new, please arrange for a return and full refund.
    ITW: Unit is brand new but here is a return label if needed.
    ME: If it is not new, I expect a pre-paid return and full refund.
    ITW: Unit is new. We attached the return label in case you wanted to return.
    ME: Is the label pre-paid? If it is not new, I expect a full refund. Agreed?
    ITW: Yes and yes
    ME: USPS delivered a package from XXXXX.com last night. In it, was the order I placed with you for the Lenovo Dock. The Lenovo security tape seal was broken. As you are aware, the item is used. Please submit a full refund of $135.99 to my credit card today. As soon as I see that it has been posted, I will ship the item back to you via your pre-paid return label.
    ITW: We are able to refund $20 if interested in keeping the unit?
    ITW: No we inspect all items before shipping but they are never taken out of the box. P, ease inspect to verify. If you would still like to return please use the label provided and we will refund once received.
    ME: I don’t need to open it or inspect it. XXXXX.com provided an invoice stating that it is not new as you had promised. Please process my refund and I will return it immediately. Otherwise, I will provide it as evidence to the US Postmaster General.
    ITW: Please return and we will fully refund.
    ME: Process my refund first and I will immediately return the package. Otherwise, I lose my evidence with no assurance of being paid. I have no confidence in you or your promises. I’ll give you one day before I contact the Postmaster General with my nicely documented case of US Postal XXXX XXXXX.
    ITW: If we processes a refund without the item being return we run the risk of you stealing the item. We PROMISE we will fully refund once we receive the item back. You have our promise and NEWEGG GUARANTEE.
    ITW: As stated before we are willing to refund $20 to keep the item as the item is new but we inspect everything that comes through the warehouse for quality (me: XXXXX is in TN, ITW is in SC). I personally have given you no reason to not trust me as I email you back within minutes. I'm a very honest person but don't want to get robbed. I would refund after I see movement on the return?
    ITW: Are you still there?
    ME: I am awaiting your decision on my offer. There is nothing more to negotiate.
    ITW: We will fully refund today but if not shipped within 2 business days we will seek the authorities. Is that ok?
    ME: That is fine - I await the refund. As soon as it is posted, I will ship the package the same day. You made the right decision. I hope that your future business transactions are such that you will never put yourself in this situation again.
    ITW: Unit refunded please ship the unit back right away.
    ME: I will return it the same day that the credit has posted to my credit card account. Visa has not received it yet.

    I’m sorry if my interactions seem harsh, but based upon this seller’s history and his obfuscations, I did not trust him and did not want to possibly be ripped off like others may have been.

    He seemed concerned enough about the facts I had documented to process a full refund as I requested. Others may not have been as fortunate. I will not do business with him, or any seller like him, again. Will you?

    IT WHOLESALERS Response:Buyer is a FRAUDSTER and we have reported him to the FBI internet crime unit for further investigation. Please kindly ignore

    I notified Newegg that his libelous response is in violation of their Marketplace Seller's agreement. No response. After I posted the negative review, the seller sent me an email offering me the product free in exchange for removing the review. This too is a violation of the Marketplace Sellers agreement.

    ITW: Unit was refunded can you please erase feedback? If so we will let you keep the item.

    Newegg, your house is filthy. Clean it up!

    +2 Votes
  • M0
      19th of Apr, 2018

    Newegg Marketplace is absolutely awful. I have been waiting on my RMA for over a month and the seller has claimed that the product they sent me was not even theirs. Newegg customer service has been largely unresponsive. They offered to cover the shipping fee for my return, but I still lost the full cost of my order with nothing at all to show for it besides a headache from dealing with this ridiculous situation. This is tantamount to theft and I will likely never use Newegg again after having been a regular customer for over a decade.

    0 Votes
  • Is
      18th of Jul, 2018

    [censored] you newegg bicth

    0 Votes
  • Is
      18th of Jul, 2018

    please shop here
    -amazon
    -banggood
    -bandh
    -aliexpress
    -dx
    -dhgate
    -erecycler

    NEWEGG IS MODAFUKER

    0 Votes

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