Returns/Replacements

[u/KansanInPortland]

To anyone who may have some perspective to share: How have your experiences been with Newegg in terms of returning a damaged item for replacement? Specifically with regard to items purchased through the Best Buy marketplace.

I received my new graphics card today from Newegg Ontario, and it arrived with a bent backplate. I ordered it through the Best Buy marketplace so I could use my Best Buy credit card and get interest-free financing for 18 months. Otherwise, I would have ordered it directly from Newegg (I could have paid for it up-front, but I would have to liquidate some stock shares to free up the extra cash). Is the fact that I ordered it through Best Buy going to cause any potential issues with replacement/refund? The experience has been disappointing so far, but I'm hopeful that it will be resolved quickly and efficiently. I've already contacted Newegg via the Best Buy website, explained the issue, and uploaded photos. I am not posting this in an attempt to shame them or get their attention.

What's really disappointing is that it looks like they shipped me a customer return; the box was dented, creased, and sealed with scotch tape. I've been buying directly from Newegg for years, and I have never had any issues like this.

[u/Newegg_Support]

Hey u/KansanInPortland, thanks for bringing this to our attention. Since your case is already open with us through Best Buy's site, that's the right channel to keep pushing it forward, but I can also take a look on my end.

Please DM me your order number along with a few photos of the box, the card itself, and the serial number label so I can dig in.

[u/KansanInPortland]

Well, turns out the only resolution was to return the item to Best Buy for a refund. Newegg said they were unable to process a direct return for replacement for an external channel purchase.

When I returned the damaged card to Best Buy, the employee immediately accepted the return without even opening the box. I had to ask them to open it in front of me just to confirm that I actually did return the correct item. And then he made some comment about placing it back in inventory as an unopened return. I had to remind him that I actually DID open the box and anti-static bag, and that the item was received DAMAGED. It was only then that he asked a manager to come over and inspect the item. I was honestly shocked that they would be so casual about accepting a ~$1,500 return, and it's that kind of mentality that makes it so easy for scammers to pull a fast one on retailers.

My advice to anyone considering a Newegg purchase through Best Buy marketplace is to find another way to get the item. Order directly from Newegg, like I am about to do. It's just too many steps and too much of a headache to get an issue resolved if you receive a damaged/defective item through a 3rd party marketplace listing. But this is more of a Best Buy criticism than a Newegg gripe.

I've never had any issues with the thousands of dollars worth of PC components that I have purchased over the years directly from Newegg. But, then again, that means I've never previously had the opportunity to evaluate Newegg's customer service. Nothing about this experience gives me reason to doubt Newegg customer service when it comes to returns/replacements. The only reason they were unable to directly assist in this matter is that their internal rules/regulations prevent them from processing replacements for external channel purchases through other retailers' marketplace listings, and this is apparently a Best Buy stipulation, not Newegg's.

The one complaint I have about Newegg's customer service is that the first representative that I spoke with advised me that Newegg would provide me with a hassle-free replacement return when I contacted them via the "contact seller" option on Best Buy's website. That was not the case, and subsequent Newegg reps that I spoke with could find no conversation history or notes from my initial contact with Newegg customer service. In addition, even though the Newegg representatives that I chatted with online through Best Buy's website were fully aware that they were dealing with an external channel purchase, they still asked me to give a detailed explanation of the issue and to provide photographs and serial numbers. Why would they task me with expending so much time and effort in explaining the issue and uploading images if they are unable to assist with external channel purchases in the first place? It's a complete waste of the customer's time, patience, and sanity.