• Report: #964039

Complaint Review: Newegg

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  • Submitted: Fri, November 02, 2012
  • Updated: Mon, November 12, 2012

  • Reported By: walkermr — Puyallup Washington United States of America
Newegg
9997 Rose Hills Road Whittier, California United States of America

Newegg Was told I could use my promotional card on my purchase and then they jack the price up Whittier, California

*Author of original report: Response from Newegg

*UPDATE Employee: Newegg Support

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So I have used Newegg in the past without a problem.  My problem happened when they were offering a promotion for the XBox 360.  You bought the XBox and received a promotional gift card.  I was looking to purchase a computer at the same time so I used their online chat "support" and explained that I wanted to purchase the XBox and use the promotional gift card towards the purchase of a computer.  I was told that wouldn't be a problem, that I should purchase the XBox and then apply the gift card to my purchase of the computer.  I make my purchase, but no redemption code is given for the gift card.  I contact the online support a second time asking about the gift card and am told that they will mail it with the XBox.  I explain that the first person I spoke to said I could immediately use it for my computer purchase.  I was apologized to and told that the card had to be mailed and that they could not give me a redemption code, but the computer could still be purchased when the card arrived at the same price.  I accepted that and waited for my package.

A week later I get the XBox and the gift card from Newegg.  I log on to buy my computer, but now it is $200 more expensive.  I contact the online support and explain that I attempted to buy the computer the previous week, but because of an error on their end I was unable to.  They offered to take $25 off the price.  I explain that this is unacceptable, that I was told the first time I could immediately use the card and then the second time that I could purchase the computer for the original price.  I am now told that the promotion for the computer I wanted is over and all they can do is take $25 off.  So, then I tell them I want to return the XBox and the gift card and am told I can return it, but I will have to pay a $75 fee!  With so many tech companies out there vying for my money why be this way?  I build my own computers.  I maintain my own computers.  You would have made a whole bunch more money from me if you had honored what you said you would instead of going for the quick buck.

The funny thing is that I also do the computer purchasing for my job and so in reality this has cost them approximately $15,000 since the incident.

This report was posted on Ripoff Report on 11/02/2012 09:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/Newegg/Whittier-California-90601/Newegg-Was-told-I-could-use-my-promotional-card-on-my-purchase-and-then-they-jack-the-pri-964039. 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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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Response from Newegg

AUTHOR: walkermr - (United States of America)

So, as you can see Newegg responded to this report asking for additional information.  I emailed them the information they requested and waited.  Here is their version of making things right, I guess:

Thank you for contacting Newegg. We truly apologize for any inconvenience you have experienced and please know that it was not our intention to cause you to be dissatisfied with our services in any way.

If we be of assistance, please contact our customer service at 800-390-1119 and it will be our pleasure to assist you.

Newegg Customer Service

Once you know, you Newegg.

I think it is obvious that they are responding to reports on this website to make it appear they are responding to complaints and then simply doing nothing.  Buyer beware.
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#2 UPDATE Employee

Newegg Support

AUTHOR: Newegg Support - (USA)

Dear Walkermr,

We sincerely apologize for the issue caused by our promotional offer and customer service. We are always striving to provide the best support to our customers and we would like to investigate this further. Please send us an email with your order information and the item you were trying to purchase to PublicImage@Newegg.com. We will be more than happy to further assist and work with you toward a solution. Thank you for informing us about this case and we look forward to your email. Have a great day.

Newegg Support  
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