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Report: #1199149

Complaint Review: Newegg - Internet

  • Submitted:
  • Updated:
  • Reported By: HeatherM — Tacoma Washington
  • Author Confirmed What's this?
  • Why?
  • Newegg Internet USA

Newegg failier to process RMA, violating their own terms Whittier, CA Internet

*Author of original report: I have

*UPDATE Employee: Please contact us.

*Consumer Comment: Patience is a virtue...

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Per their companies policy, an RMA is processed in 2-5 days.  It has been a week and their customer service states that they have not only not even began the process the RMA but can not verify that they even have it in their warehouse.  I do have a tracking number and it was recieved by them.  The issue with the item is simple, it would not work properly for our needs.  It was not possible to see this as being an issue until we had it.  They are violating their own terms and refusing to make any effort in resolving the matter. 

This report was posted on Ripoff Report on 01/03/2015 12:08 PM and is a permanent record located here: https://www.ripoffreport.com/reports/newegg/internet/newegg-failier-to-process-rma-violating-their-own-terms-whittier-ca-internet-1199149. 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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REBUTTALS & REPLIES:
1Author
2Consumer
0Employee/Owner

#3 Author of original report

I have

AUTHOR: HeatherM - ()

POSTED: Monday, January 05, 2015

I spent over an hour talking to your company already.

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#2 UPDATE Employee

Please contact us.

AUTHOR: Newegg_Support - ()

POSTED: Monday, January 05, 2015

Hello HeatherM,

We are very sorry for any delays in processing your RMA. Please know that between 12/29/14 & 1/1/15 we have been conducting our year end inventory and this may have delayed the processing time frame. Please contact us at wecare@newegg.com and we'll be happy to check on the status for you. Thank you and we truly appreciate your patience.

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#1 Consumer Comment

Patience is a virtue...

AUTHOR: Robert - ()

POSTED: Saturday, January 03, 2015

Directly from neweggs FAQ section....

http://www.newegg.com/HelpInfo/FAQDetail.aspx?Module=6

How long does it take for Newegg to process an RMA?

RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria:

  1. Return with RMA number clearly identified in shipping label or on package.
  2. Return with all original equipment, components, manuals, cables, documents, packaging.
  3. UPC code along with retail package.
  4. No physical damage caused by customer or by carrier.
  5. Item is NOT out of warranty when it is received.

There are a few key words you seem to have left off of your description of their "policy"....such as "generally" and "business days".

Now, you stated that they have had it for a week.  A business day is also generally defined as Mon-Friday not including Holidays.  This last week there was also New Years Day which is a FEDERAL holiday.  So at most giving you the benefit of it arriving last Friday, they have had it for 5 business days.

This is where the second word you left off comes in "generally".  Their RMA times are not set in stone as they say they can vary by the product and reason.  So perhaps your product takes more time?  Not to mention that you are also returining it during the time when they probably get a majority of their returns for the year..right after Christmas.

So you know what..how about berfore you get all stressed out and start screaming "RipOff" from every mountain top you can find, perhaps you can give them a few extra days. 

Oh but of course if they still haven't processed it in a couple of weeks and don't know what is going on, then sure come back and update it.  The real question now becomes are you going to post exactly how many BUSINESS days it took them to process it when they do.

 

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