Newegg.com Sent me a cheaper version of the product I ordered and refuses to send me the correct item. Internet
I ordered an onkyo tx sr608 from newegg.com. They sent me an onkyo tx sr607. This is an older model from what I ordered. The wierd part is that they sent me the box and remote and manual for the tx sr608.....but not the 608 avr unit. I did an online chat with a customaer service rep named Stella and then her supervisor Tina. They only could offer me $50 off if I repurchased the item for what is now $116 higher price point. All I ask is for them to honor the purchase contract we had and send me the item I ordered. As you can see from this dialogue they are refusing to do so. They also disconnected the chat at the end when I was not accepting their idea on how to "make it right". Here is a transcript of the chat
: Jason Carney: I just received my package in the mail today....however newegg sent me the wrong product.
: Jason Carney: as you can see from my invoice i ordered an onkyo avr tx rs608.
: Jason Carney: I received an onkyo sr tx607
: Jason Carney: My box says 608 on it but the avr says 607
: Stella: We apologize for the inconvenience. May I please have the serial number, model number and the UPC code of the item you received?
: Jason Carney: serial number from the unit i received?
: Stella: Correct.
: Jason Carney: 0871dd2930020497
: Jason Carney: model is onkyo tx sr607
: Jason Carney: where would the upc be located?
: Stella: The UPC code is a square bar code usually located on the outside of the retail box or on the item.
: Jason Carney: ok...found it.
: Jason Carney: upc on box is 7 51398 00925 9
: Jason Carney: keep in mind that the box says it is a 608...and has a differtnet seriel numbe ron it than whats on the unit itself
: Stella: Thank you for that information. I will send a request to our related department to check this issue. I will issue a refund RMA and a pre-paid shipping label for you.
: Stella: I have issued you an RMA for a refund. You will receive a confirmation email within 5-10 minutes containing the address and instructions for your return. Once received, we will process your RMA within 2-5 business. After the RMA is processed, a refund will be issued to your original payment method within 3-5 business days.
: Jason Carney: but i dont want a refund. I want the unit that I ordered for the price I ordered it for.
: Stella: We apologize for the inconvenience. Unfortunately, we are unable to send you the correct unit as our inventory is incorrect at this moment for that item. Please kindly note that this problem is possibly caused by some mis-labeled items at our warehouse. This is why we need the codes on the item you received to further check this issue. If the problem is not resolved, the same issue might happen again.
: Stella: Also, a second email will be sent to you within the next 24 hours with a prepaid UPS shipping label. Please print the label and tape it onto the outside of your returning package. This label does expire in 7 days, so please make sure you send this package asap or you may have to incur the return shipping cost.
: Jason Carney: your not following....
: Jason Carney: I ordered an onkyo tx sr608. I have a receipt for an onkyo tx sr608. I have a box for an onkyo tr sx608....Your company sent me the wrong product. I would like your company to stand behind it's website and send me the correct item at the price I already paid.
: Jason Carney: I dont want a refund.
: Jason Carney: what your saying is that newegg screwed up and I wasted 3 days waiting for my product and now you have sent me the incorrect product and all your going to do is issue a refund?
: Jason Carney: Taking more of my time by having to go to ups and pack this back up only to have my money returned?
: Jason Carney: I would like for you to send me an onkyo tr sx608 for the price I already paid and I will ship this incorrect item back.
: Stella: We apologize for that. We are unable to send the correct item at this moment as we need to check our inventory first. As we are not sure whether we still have the correct item in stock or not, we believe refund is the correct action. We will send you an email with once our related department reply to my request, you may reorder the item by then if we still have the item in stock. Due to this inconvenience, I would like to offer you a $25.00 discount off your next order.
: Jason Carney: I will pay again (the same price) and then await a refund until you get this incorrect item back if you can ship right away the correct item.
: Jason Carney: lol...$25?
: Jason Carney: come on.....this was not a case of your website inventory being incorrect...you shippe dme the wrong item packaged in the incorrect box.
: Jason Carney: is newegg selling a less expensive item hoping me (as the customer) does not notice and accepts it anyway?
: Jason Carney: Thats fraud.
: Jason Carney: Now your telling me that you will give me a coupon for my inconvience?
: Stella: Please kindly note that all the open box items are only eligible for refund. We are unable to send you the correct item as this moment. I will send you an email once our related department reply to my request. If we do still have the correct item in stock, we will send that to you.
: Jason Carney: what does that mean? "related department" if you cannot halp resolve an issue via this medium than why are you here?
: Stella: We need to have our warehouse to check the inventory before we give you an answer.
: Jason Carney: your website says it is in stock....this is not an "out of stock" issue. You sent me an inferior "cheaper" item in a box for a more expensive item.
: Jason Carney: ok....so are you saying that you will check your inventory and if it is in stock than send me the correct item?
: Jason Carney: im not meaning to take out my frustrations on you stella......I am just a little annoyed as I have been a newegg customer for a while with great results
: Stella: Yes, that's correct. However, we cannot guarantee that we will have the item in stock at we only have limited stock for open box item.
: Jason Carney: wait....
: Jason Carney: so are you saying that if you have the item in stock as an "open box" item than you will ship it?
: Jason Carney: what if you have it in stock as a regular item?
: Jason Carney: I see that it is in stock for $429.00
: Jason Carney: How about you send me the rma.....and a discount code for the price differnece between the $289 I paid and the $429 price on your site. I will order the correct item right now and await your rma invoice
: Stella: Unfortunately, we are unable to offer you that. If we do not have the item in stock, we will issue a full refund (including the original shipping). In addition, I would like to offer you a $25.00 discount due to this inconvenience.
: Jason Carney: I would think newegg would want to assist their customer in receiveing the item they purchased in a hasty matter when there is a mixup on neweggs part
: Jason Carney: You have the item in stock.
: Jason Carney: I can see it on your website
: Jason Carney: why do you keep acting like it is out of stock?
: Stella: That is for the retail item, not for the open box one. The item you ordered is a open box item.
: Stella: an*
: Jason Carney: the item i ordered was an onkyo tr sx608.....that is not what you sent me.
: Jason Carney: so what your saying is that I will be getting a refund and thats that.
: Jason Carney: newegg made a mistake...and they are not willing to fix it?
: Jason Carney: I don't see why this is unreasonable
: Jason Carney: I ordered an item ...paid for the item...and newegg took my money but did not give me the item I ordered.
: Jason Carney: why would you not just send the correct item out?
: Stella: We are willing to offer you a $25.00 discount due to that inconvenience. You may reorder the retail version after you get the refund and you may also redeem the discount with your new purchase.
: Stella: One moment and let me check with my Supervisor...
: Jason Carney: so I will be paying $100 more than I already did? why would I do that? Newegg is at fault and they need to honor their contract by providing me with the item I ordered.
: Jason Carney: I have spent over $1000 dollars at newegg in the past 1.5 years. I would hope you would at least try to keep me as a customer. You can look at my order history and see that.
: Jason Carney: I love newegg...please don't make me hate them.
: Jason Carney: please do whats right. please.
: Jason Carney: I was all excited to watch a movie tonight with my wife on our anniversary and now I cannot.
10:33:46 PM : Jason Carney: I was just looking over the manual...I also was sent the manual for the tx sr608...perhaps the last customer that ordered this and returned it to make it an open box item switched the product?
: Stella: Thank you for holding. Considering that you are our valued customer, we will issue a full refund for your order # 39862739 and offer you a $50.00 discount if you order the retail version of the item.
: Jason Carney: lol....
: Jason Carney: I don't understand.
: Jason Carney: own up to your own mistake and standby your company.
: Jason Carney: send me the product i ordered.
: Stella: I will need to check our inventory before I give you a solution as we need to check our inventory first.
: Jason Carney: I can see your inventory online....it is in stock.
: Jason Carney: I looked at the remote and searched it online. I even have the remote for the tx sr608!
: Jason Carney: Obviously somebody switched the product out for a cheaper older version.
: Jason Carney: I don't know if that was a customer or someone in your warehouse.
3 Updates & Rebuttals
Chris
Iowa,USA
You were being unreasonable
#4Consumer Comment
Fri, November 26, 2010
Newegg made a mistake on your order. They offered you a refund and $25 which would be more than acceptable to a reasonable person. You continue to throw a fit and be an unreasonable baby. They offer you $50. You still throw a fit. You were being totally unreasonable.
You ordered an open box item. The item turns out to be different than what you wanted. They do not have any more open box items to replace it with, so you were offered a refund. BUT NOOOO thats not good enough for the baby. You want a brand new item. You wanted something better than what you originally ordered without paying for it.
This never was bait and switch. You have NO idea what that is. Not a clue. Google the definition.
You kept crying "I just want what I ordered wahh". The rep told you several times, you ordered an open box item. They do not have another open box version of the item you ordered. You just couldn't understand that. You demanded a retail version while only paying open box price. UNREASONABLE. I bet if your used car breaks down, you go to the dealer and demand a brand new car.
You are lucky Newegg has excellent customer service. Any other company would have only offered you a refund at the most. Some places wouldn't have even done that as they have no way of knowing if you were the one who switched the item.
To Stella and Tina: You guys were awesome. You had a customer with very unreasonable demands and you handled it like true professionals. Personally I would have told him he could accept the refund or nothing at all and ended the chat session. But, then again I don't have to live up to Newegg's excellent customer service standards. Way to go you guys.
To Jason: You are a piece of work.
Jason J Carney
Holyoke,Massachusetts,
United States of America
$16 extra but the order was finally fixed.
#4Author of original report
Wed, August 18, 2010
I did deal with a customaer service agent on the phone today. She told me to order the retail version and that she would make sure I get a $100 reimbursement towards the price. Essentially this made a "new" or "retail " as newegg calls it replacement item cost an extra $16. That is a solution I can live with baecause I do realize that I am getting a brand new in box item compared to the open box. However Newegg likes to make open box items sound like they are used and refurbished. They are not. Open box is suppossed to be basically new having been returned from a previous purchase. It still has a warrenty and is guarenteed to be in perfect working order. Since newegg screwed up and sent the wrong item than I didn't feel that asking them to send me the actual correct item I had already paid for was too much to ask. I understand that someone else obviously ripped newegg off by returning the older version of the item but that is not my concern. I have spent over $1100.00 at newegg in the past couple months as well as $600 last year on computer parts and they know it because of my customer account. I would think they would have been able to make this $100 off offer at the begining and save this valuble cutomer some grief. I basically had to argue my way from a $25 discount...then to $50... and then to $100 finally. They should have owned up to the mistake right away and made the offer. Proflowers.com was a day late on a flower order I made for my wife that same say this newegg thing happened. I called them as well and the 2 offers I got from them were: 1. We will refund your shipping coast and send more flowers on the day of your choice for free. 2. We will refund all your money and you can keep the flowers that will arrive 1 day later than you had scheduled! That's how a business should be run. I will continue to order from proflowers.com in the future. Newegg may have finally made things just about right with me but it took 3 people, a 75 minute online chat, and a 10 minute phone call then next day before they finally made things right. I won't say that I am done with newegg because they did finally fix this....but I am leary now and would tell this story if someone asked about newegg.
Newegg Support
USATXSR608
#4UPDATE Employee
Wed, August 18, 2010
Dear Mr. Carney,
First and foremost, I would like to apologize for any inconvenience this may have caused. Please understand that we would never intentionally sent you another item other than what was ordered, this was an apparent error on our part. The item you ordered was an Open boxed version, of the TXSR608. Open boxed items, as listed on the site are "... items have been opened and touched and/or returned. Because they originate from different situations, they may or may not include accessories, documentation or retail packaging. Refurbishment is done by the manufacturer..." This being the case, these are sold at a discounted prices, because of the nature of open box items, we are limited to stock on hand. Unfortunately as the chat agent mentioned, another open box TXSR608 is currently out of stock . That being the case, a replacement of this item wasn't able to sent and as such the refund was initially offered.
The TXSR608 you reference in the chat as being in still in stock on the site, is a retail version, these are new , manufacturer boxed and sealed and as such are sold at retail price. I hope this clears up any confusion. Our records indicate that you've been contact with a customer service agent and has since assisted you with a replacement order. Should you have any further questions or concerns do not hesitate to contact me at Maverick.B.Iniguez@newegg.com or call me at 1800-390-1119 ext 25062.
Thank you.
Newegg.com