Report: #980217

Complaint Review:

  • Submitted: Mon, December 10, 2012
  • Updated: Wed, December 26, 2012
  • Reported By: Victoria — La Quinta California United States of America
    9997 Rose Hills Road
    Whittier, California
    United States of America Blatantly false advertising and horrible customer service Whittier, California

*Author of original report: Resolution to issue finally made by

*UPDATE Employee: Newegg Support

Show customers why they should trust your business over your competitors...

Horrible and dismissive customer service and staff. Blatant false advertising which they will NOT STAND BEHIND or change.  Will not listen to logic, will not question their own internal inventory system or escalate the problem to a higher authority.  Will NOT honor their offer for a free item when purchase is made and delivery has occurred.

I ordered a 42" electric fireplace, which should be delivered in two boxes, as confirmed by the manufacturer, TwinStar (one box the mantel and one box the fireplace insert)... it was delivered quickly and the assembled fireplace is great looking, works efficiently and is of good value.  That is where the positives END.  I was not delivered the "FREE" insert, clearly advertised as part of the order.  I should have been delivered 3 boxes (one mantel and 2 inserts) for the price, according to NewEgg's website offer.  After 4 phone calls with multiple customer service staff, multiple emails send, some even including pictures of the shipping boxes and labels (as per their request), 3 weeks of back and forth craziness, I was flatly refused the free insert with the following response from a CS Supervisor..... "We do apologize again but we are unable to send you another insert at no cost. We confirmed there was an error on our site and it has been corrected to reflect the correct description."   Well, they HAVE NOT changed the wording and are still offering a "FREE" insert and they even lowered the price $20 since my purchase.  I am happy with my purchase of the fireplace but only want what NewEgg promised in its deceptive and blatantly false advertising... BEWARE if you order this ClassicFlame 42" 23DM537-T401 if expecting a free insert over and above ClassicFlame 23DM537-T401, which should ship in 2 boxes.  BAD BAD customer service and FALSE AND DECEPTIVE advertising.  BEWARE.  I suspect that they want the buyer to think they are paying for the mantel ONLY and the FREE insert will complete the 2 box order.... this is what they tried to get me to accept! THIS is false advertising as the ClassicFlame 42" 23DM537-T401 they advertise for $399 ships as the mantel AND the electric insert. No amount of complaining will get them to stand behind their offer but I need to let the public know about their false advertising.  Again, beware!
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This report was posted on Ripoff Report on 12/10/2012 12:51 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Resolution to issue finally made by

AUTHOR: VicLaquinta - (United States of America)

Since my report on Dec 10 and's "WeCare" department's rebuttal of Dec 12, resolution to the issue was finally made today, Dec 26.  I finally received the FREE insert which I believe should have been sent with my initial order of Nov 1.  Although I very much appreciate finally sending me the free item which they advertised I should have receive WITH the initial order, it is so unfortunate that it took the report on to make it happen.  

I must as, though, that the item I purchased was at a very good price, is of very good quality and I am extremely happy with the my purchase.  Now that I have received ALL I was advertised I would get, I'm happy with as well and will do business with them in the future.  They do sell quality items at very competive prices.   

My advise to future purchases is, confirm that your understanding of the ad is, in fact, what they intend to send you.  If in doubt, echat with their staff to clarify and get it in writing by keeping a text version of the echat.  

Happy shopping.  I'm enjoying both my initial fireplace purchased and also the free insert, just received.   V in La Quinta, CA
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#2 UPDATE Employee

Newegg Support

AUTHOR: Newegg Support - (USA)

Dear Victoria, 

We truly apologize for any inconvenience this purchase has caused you. On behalf of Newegg, please accept our apology for the inconvenience you experienced and know that it is not our intention to cause you to be dissatisfied with our services in any way. At the same time, know that customer feedback is very important to Newegg as it can pinpoint areas within our services where
improvement is needed. At this time, we would like to investigate this issue further and work with you toward a solution. Please email us directly at and we will gladly assist you. Thank you for your time and we look forward to your email. 

Newegg Support 
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