Newegg.com situation here... BUT!!! it's ok becuz they fixed it.

[spanky]

i recently placed an order for an external firewire enclosure from newegg, and recieved it today. however, upon inspection of the enclosure, it turns out to be usb2.0... not firewire. so i called up newegg customer service and the lady tells me the only thing she can do it issue me a refund. i ask her what i do with the usb2.0 enclosure and she says ship it back. i asked her if i have to pay for shipping on that and she says yes. i asked her why i should pay for shipping when it's them who sent me the wrong item and just barely before i finish, she cuts me off saying "thats what it says on the website" and that i would also be charged a 15% restocking fee. again, i ask her why i should be penalized for their mistake, and she repeated "thats what it says on the website". so i hung up and went to look on the website for more info. maybe my search skills suck, but this is as close to relevant information as i could find...

link
Does Newegg.com offer a money back guarantee?
On most items you can get a refund in the first 30 days. The exception being CPU's for which a refund is available for 7 days from the date of the invoice. Other exceptions may be noted on our website. 15% restocking fee will apply for any other reason than replacing a defective product. Additional deduction will be made for CPU or Memory depending on current market value.

what do you guys make of my situation? am i stuck paying for shipping back, also with the 15% restocking fee? feels kinda unfair if that's the case... :frown:

 

[Zim Hosein]

Sounds like you got a poor customer service rep, call back and explain your situation to another rep spanky 🙂

 

[Adul]

that sucks 🙁

did you check your order again to be sure you ordered the right part?

 

[DeviousTrap]

Try a different CS rep. They all are different and no you won't have to pay shipping back... I have had this happen before and newegg told me to ship it and then I should fax the shipping recipt to them and they would issue a refund for the product plus the amount it cost me to ship it once they had received it.

 

[tm37]

I would call again.

Did you print out the order when you placed it?

Does your order match the packing list?

If it does then I would raise hell, You can ask to get a charge-back on your credit card because they screwed up. However IF you made the mistake then you need to eat the 15% and shipping here.

 

[Ionizer86]

Yea, call up another service rep. BTW when they messed up in the past on a small item, they reissued me the $ while letting me keep the item.

 

[spanky]

Originally posted by: Zim Hosein
Sounds like you got a poor customer service rep, call back and explain your situation to another rep spanky 🙂

i really didn't expect to be treated so poorly... especially by newegg. i hope u're right zim... but before i call back, i just wanted to be a little more prepared for any further resistance 😛

Originally posted by: Adul
that sucks 🙁

did you check your order again to be sure you ordered the right part?

yup... that was the first thing i did. i was prepared to kick myself in the ass, but i did order a firewire enclosure.

 

[spanky]

alright... success! they're gonna waive the restocking fee and credit me for shipping. *whew*

thank you kathy from newegg!!! 😀

 

[Maetryx]

Oooo you should change the title so that it glorifies Newegg.

Newegg Rocks! or Newegg Rules! or Newegg made a mistake but then paid for it!

 

[godspeedx]

Originally posted by: spanky
alright... success! they're gonna waive the restocking fee and credit me for shipping. *whew*

thank you kathy from newegg!!! 😀

🙂 🙂 🙂 I knew Newegg would come through in the end!

In the future, if someone from Newegg is ever like that (although this is the first time I've heard of such rudeness) get their name and write it down. Then ask to talk to their supervisor.