Alex Z.

We have responded to Nicholas' message below, and we were shortly sent this response:

"Thank you for the information however we could not accept your return. The reason is because our Newegg returns policy does not cover physical damage that occurs. For returns we require the UPC code, the original item box and accessories, and the item must be secure in its packaging so no damage will occur during transit."

So if you see that they have responded to a person's issue, they seem to be just attempting to maintain a positive image, because they are continuing to send us in circles. We have never had this kind of interaction with a company and are very shocked. See below for the whole story:
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About a month ago, I was in the market trying to find a basic gaming laptop for a good price, and I stumbled upon an MSI Laptop with just the basics for around $800 being sold by NewEgg. I did a little bit of research and decided to purchase it.

However, once I received the laptop, I soon discovered that it was not compatible with the Oculus Rift, and decided to return the product after only using it one time.
I went on NewEggs website and followed their return instructions, and I even purchased their return label for $15. I was then prompted to pay a $95 restocking fee, and even though I felt that this was pretty high, I decided to just go ahead and pay it.

After about two weeks had gone by, I received an email stating "Unfortunately, the item(s) mentioned above was physically damaged and beyond the applicable Newegg.com warranty coverage as indicated in our Standard Warranty Policy." I was extremely frustrated with this email considering that I had only used the laptop one time, was positive that no damage had occurred while it was in my possession, and followed (and paid for) their shipping instructions. I had assumed that something must have gone wrong while they were processing my return causing it to be mislabeled as damaged, so I decided to call NewEgg directly.

After speaking with a very nice person who had instructed me to wait a couple of days while my claim is under investigation, they told me that I would be contacted very soon. After two more weeks went by, I knew that they would not reach out to me. (It also seems that a few other users have had this problem with NewEgg where they claim to get back with you shortly, but just end up putting their customers aside.)

So, I gave them another call, but this time, the person told me that nothing could be done, and they are not liable for any of the damage that had occurred, and after speaking with a manager, they reached the conclusion that I would not be getting my money back.

I have many friends and coworkers who had used NewEgg for all of their computer and gaming products with little complaints, but now, none of us would trust them with a purchase larger than $50. As a college student, a purchase of this size is a big deal, and I cannot afford to suffer an $800 loss for a laptop I did not break. Now I am out $800 for the purchase, $15 for the shipping, and $95 for the "restocking fee." Their customer service had me running in circles for a solution that they would never provide.

I would not recommend NewEgg to anyone! Especially if you have any doubts that you may return your product! They care less about their customers than most businesses and are very difficult to deal with. Though the people we talked to sounded nice, they never gave us any solutions and just kind of blew us off. Stay away from NewEgg!

Afterwards, I started looking into past reviews of NewEgg, and I found some similar stories. This guy returned a products with all of its components and he was denied a return: https://www.trustpilot.com/reviews/5a5cdb3b6116dd0f1077ef51.

This person was unable to get a refund for a defective product: https://www.ripoffreport.com/reports/newegg/internet/newegg-pembroke-streetgiftedlivingcom-bad-merchandise-unresponsive-customer-service-re-*******

And this person was denied compensation for a product that they never even received (however, it does seem that NewEgg was handling the issue in the post): https://community.newegg.com/discussion/*******

So far, I am very disappointed with the way that NewEgg does business. It is not professional, and they do not value their customers. And after a while of loyalty, I no longer feel safe purchasing anything from NewEgg, and I am very disappointed because they actually had some good deals, but they rip off anyone who has a problem. Not worth my time and money, and they shouldnt be worth yours either.