Newegg International

• I am a US citizen residing in the Philippines at the address provided in the form.
• I have no other business or personal relationship with Newegg other than as retail online internet order customer
• Name of the product or service involved.
• Two computer parts
• ASRock Phantom Gaming D Radeon RX 5500 XT 8G OC Video Card, RX5500XT PGD 8GO
• GIGABYTE AORUS Gen4 M.2 2280 500GB PCI-Express 4.0 x4, NVMe 1.3 3D TLC Internal Solid State Drive (SSD) GP-AG4500G

• The dollar amount in dispute
USD$357.26.
• The date of the transaction.
• 20 Oct 2020
• Identify your attempts to resolve the issue(s) with the company, corporation, or organization.
• Numerous internet chat sessions with company customer support

Since
• 1) Newegg will not provide the information required by the Phillippine Optical Media Board (POMB)
• 2)-I am not an importer and a due diligence review of Neweggs policies did not indicate I needed to me
• 2)-I am physically incapable of traveling to the offices of the POMB for the required in person meeting even if I had the required information.
• 3)- Delivery for completion of the sale cannot be accomplished.
• 4)- Newegg will not accept a return that has not been delivered
• 5) - Newegg will not issue a refund
• The following is from the last contact I had with Newegg customer service in a final attempt to ensure all facts were known by both myself and them, and clarify any misunderstanding.
•
• The representative did not review the problem completely. First I am unable to gain customs clearance and receive the order until you provide an airbill as required by customs. You have twice now refused to supply the airbil therefore I am unable to receive the item. Now you refuse to have the item returned to you by YOUR agent UPS. You have my money, You have not completed delivery requirements. That is theft.
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• Order # 502614433
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• To summarize our several interactions and ensure there is no misunderstanding as this has been elevated at least twice already and the last answer indicated incomplete investigation and did not address the airbill :
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• 1- The Philippine Optical Media Board has required that an Airbill be provided in order to proceed with clearing customs.
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• 2-Your agent, UPS has stated that the airbill must come from you the shipper.
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• 3-Twice I have requested the airbill but newegg claims you are unable to provide.
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• 4-Numerous times newegg has refused to refund or the shipment returned without an RMA
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• 5-Newegg refuses to issue an RMA until after the delivery is completed.
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• 6-The deliver cannot be completed until Newegg provides an airbill.
•
• 7-In summary you will do nothing to permit the completion the delivery OR refund my money.
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• Additional information regarding my attempt to review the company policies that were in place at the time of the transaction :
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• Newegg Global offers a webpage for shopping unique to the Philippines; https://www.newegg.com/global/ph-en/ that unique url carries on through checkout.
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• As of the date of the transaction and until the date of this letter the only Help Center page addresses only US shipping: https://kb.newegg.com that links to : https://kb.newegg.com/knowledge-base/domestic-shipping/ The bottom of this page contains a Related Articles list with a link to Newegg International Shipping Service. https://kb.newegg.com/knowledge-base/newegg-international-shipping-service/ this Newegg International Shipping Program contains no mention of customer responsibilities for customs.
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• There is no means available to me a private individual to predetermine the Philippines customs requirements.
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• UPS contacted me when Tracking # 1ZX799476701555540 was held in customs and notified me that I must pursue the release.
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• I attempted to cancel the order, Newegg refused.
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• This is from the last contact with customer service on 10/27:
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• Order # 502614433
•
• To summarize our several interactions and ensure there is no misunderstanding as this has been elevated at least twice already and the last answer indicated incomplete investigation and did not address the airbill :
•
• 1- The Philippine Optical Media Board has required that an Airbill be provided in order to proceed with clearing customs.
•
• 2-Your agent, UPS has stated that the airbill must come from you the shipper.
•
• 3-Twice I have requested the airbill but newegg claims you are unable to provide.
•
• 4-Numerous times newegg has refused to refund or the shipment returned without an RMA
•
• 5-Newegg refuses to issue an RMA until after the delivery is completed.
•
• 6-The deliver cannot be completed until Newegg provides an airbill.
•
• 7-In summary you will do nothing to permit the completion the delivery OR refund my money.
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