• Report: #1017710

Complaint Review: NewEgg.com

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  • Submitted: Wed, February 20, 2013
  • Updated: Mon, February 25, 2013

  • Reported By: ExNewEggCustomer — Redlands California United States of America
NewEgg.com
9997 Rose Hills Road Whittier, California United States of America

NewEgg.com Refund / exchange / RMA Whittier, California

*Consumer Comment: once was enough

*UPDATE Employee: Newegg Support

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 I just had Newegg.com attempt the same scam on me that others have reported here and elsewhere. I've been a customer of Newegg's for years, and had a similar issue with them over the holidays. 

First I had ordered a Gigabyte GA-Z77X-UD5H motherboard from Overstock.com that had bios problems, and I needed the system fast and Overstock's RMA person was out and it would be a couple days, so I ordered a replacement board on Newegg.com. 

One thing that you have to be very careful of on Newegg's website is various item's and their return policy. Some items have a standard return policy and others it's a replacement only policy. You have to scroll to the very bottom of of the description page of each item to see this, so they don't like to place it next to the checkout where it's easy to see. This is part 1) of their scam. 

Overnight I had the motherboard in my shopping cart as it was late and i wanted to look around more, but I needed the board quickly. First thing in the AM the board had gone on special with a free RAM chip that I didn't need, but I needed the board and ordered it - against my better judgment, and my girlfriend reminding me that I'd swore to never use them again.

Well, overnight when the item was in the shopping cart, due to the new sales special on the board, they also had changed the return policy for the item. This is part 2) of their scam. But in my case I had remembered to scroll down to the bottom of the page and check, and saw that the return policy changed overnight, but rolled the dice anyway and ordered it. 

So the identical motherboard arrives in 20 hours via the Shoprunner 2 day shipping feature / partnership they have (which is ironic, because over the holidays all of our Christmas presents, which were ordered more than 12 days in advance on their free 1 week shipping, didn't arrive until 2 days after Christmas - and half the items were defective - and swore then I'd never use them again. I had also sent them a complaint letter which was ignored.) - thank goodness the replacement board came so fast. I installed it right away, and several of the same problems happened. System sleep issues, RAID controller breaks the RAID and corrupts the driver, etc. So I immediately call Newegg and inform them off the issue. 

I offer them a deal because because I knew the return policy on the board had been changed overnight. I tell them that I'll buy a higher end board, the GA-Z77X-UP5 TH, and in exchange for me buying the higher end board, they take the return and give me a refund on the first. The customer service agent, or supervisor, Jessica, agrees to the deal. So while I'm on the phone I put the new order through.  She says that as soon as I receive the invoice email to call back and let them know and they'll put a note in the system. The next AM I get the invoice email, call them and they change my RMA to a refund rather than replacement. 

The new motherboard again arrives within 20 hours. Fantastic. This one, so far, works perfectly. 

As a former computer store manager and network engineer, I'm quite familiar with RMAs and motherboards and pins and all of that. I used to deal with this stuff daily. I take out the bad board very carefully, I examined the entire board. (At this point I warn shoppers of Newegg to photograph new items that have just arrived, as well as any RMA items you're just packaging and sending back so that you have record should you be scammed.)There was no visible damage that I could see. I replace the CPU socket cover, put the board in the static bag, return all of the cables and everything from the replacement that had just arrived, and took it down to the UPS place downtown. 

This AM I get an email from them stating that the board arrived damaged, bent pins in the socket, (which I had carefully checked over - and there wasn't any) and therefore they were denying my return. Part 3) of their scam. You damaged it, you ignorant customer, now we've got your money and you've got a broken product - and you've got no proof. It's our word against yours. 

I called them, the girl was somewhat rude, and i was pretty upset, realizing that I had seen this potential scam of theirs with all of the bad products they shipped me over the holidays and seeing how they have a different return policy on each item and don't make it easy for the customer to find it (and hearing my girlfriend's voice in the back of my head that I swore to never buy from them again), but luckily I had purchased them on black Friday so they had no more stock of those items to scam me with - the products nearly impossible to physically damage, and sent a refund.

The girl talks with Jessica and they tell me that the board was returned damaged, so their return and refund didn't apply to the item. Remind you, we had already agreed that I'd buy another board which I had done in exchange for the refund. So they tried to scam me, and realizing what was going on, I mentioned it to them that I had built hundreds of systems and there was no way it was damaged on my end and had to have happened when they took it out of the box on their end. The girl gave a smart allec reply saying that couldn't have damaged it, but I was implying when they checked it over - and removed the CPU socket cover on their end. They said they'd get photos for Jessica to look over (not me) and that was that and I was left at this person's will to keep to their agreement for a product that was bad with or without bent pins. 

Thankfully tonight I got an email saying that they had made a mistake and that it was actually  someone else's RMA that they had erred - of which I'm doubtful. While I'm very happy that I got the money back, if I didn't have years in IT and if I hadn't stood my ground,  I'm fairly certain that I'd have been scammed. 

Again, I saw the potential for fraud in their return policy before, and I've had bad experiences with Newegg in the past. While this issue seems resolved (I won't know for sure until I see the money) I thought it best to report it to others just in case. And obviously others are reporting the same scam. 

BEWARE of Newegg, this and other issues people have reported here and elsewhere online.  The more I've used them, the less I've liked them. Use Tigerdirect, Overstock, or Amazon, or the thousands of others, but beware of Newegg. 

This time I'm taking public action here to let others know that they have a huge potential for fraud with their return and RMA policies, and no doubt they use it regularly to their favor - as others have evidenced here.

Lastly - and I mean it this time - I am no longer their customer. I'm also canceling the shoprunner account. I've spent several thousand there in the last year. It's their loss. I knew they'd try it, and they did. Enough's enough. 


This report was posted on Ripoff Report on 02/20/2013 08:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/NewEggcom/Whittier-California-90601/NewEggcom-Refund-exchange-RMA-Whittier-California-1017710. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

once was enough

AUTHOR: high - ()

I had a similar thing happen with an open box item, a key component was missing a mini receiver to a mouse and keyboard.They told me to contact the manufacturer to buy one and it happens pixxo doesnt sell only receivers.I looked at the manual it said to check the last few numbers of the serial numbers to make sure they match so they sync with the mini receiver which they didnt.

The rep said the item was tested to work but not guaranteed to have all parts in it.So I can understand the mini receiver not being there but how did they test it without it and the keyboard and mouse not a working set.They offered me a exchange but at this point i was so disappointed I decided to eat the cost and keep the bitter taste in my mouth.I have a feeling if i did return it that it would be more headache with something else.My first and last shopping experience with newegg.
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#2 UPDATE Employee

Newegg Support

AUTHOR: Newegg Support - (USA)

Dear ExNewEggCustomer,

We sincerely apologize for the inconvenience this issue has caused you. In order for us to fully investigate this issue we would need your account information. Please send us an email to WeCare@Newegg.com and we will gladly review your order information. We appreciate you bringing this situation to our attention and look forward to working with your toward a resolution to this unfortunate issue. 

Best regards, 
Newegg Support 
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