- Report: #665158
Complaint Review: New Egg - Internet
Reported By:
Bea Diligent -
South Portland, Maine, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
New Egg
9997 E. Rose Hills Road, Hacienda Heights Californ Internet, United States of America
Phone:
Web:
www.newegg.com
Categories:
Business Rating:
(0)
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New Egg newegg.com New Egg contributes to fraudulent purchases Internet
Recently I received a phone call from my bank informing me of an unusual purchase showing up on my debit card (fraud alert is great) - it was a purchase from New Egg for 157.00. Although I had done business with New Egg in the past, this was NOT my purchase. The bank put a hold on my account for any further activity and I contacted New Egg to let them know about the situation. Since my bank called me shortly after the purchase was made, I informed Joshua at New Egg to cancel the purchase and shipment. He informed the that it was too late and that the item had been send for shipment and he could not cancel either the shipment or the debit card charge. I asked him if the company cross checked shipping and billing addresses (my card address is in Maine and the item was sent to Texas) - he sarcastically said that cross checking would be way too cumbersome to do in such a large company - he was not helpful at all, offered no apologies, and basically told me there was nothing he could or would do. Fortunately Bank of America deposited the 157.00 back into my account the next day and opened a fraud investigation. I received word that the investigation proved that this was indeed a fraudulent transaction. In reading comments from other consumers regarding New Egg I see that there is a problem there that needs to be resolved - I see some of the rebuttals from New Egg are referring to their policy of checking billing and checking addresses - someone should let Joshua know that (hmmm I think he was one of the respondants). New Egg is a reputable company in terms of their products - we have used them before - HOWEVER, the product isn't everything - customer service is also important - I am not able to trust or use New Egg again based on my experience or being basically lied to and disregarded. Thank goodness for Bank of America for coming to my rescue!
2 Updates & Rebuttals
Ronny g
North hollywood,California,
USA
I can see the point..
#2Consumer Comment
Fri, November 26, 2010
...of both sides.
But new egg is an online business, not Walgreens.
Everything involved in the transaction other then the physical shipping, is at their fingertips. I would assume a CSR would be in front of a computer terminal..right?
All the customer did was was ask them to cross check the shipping and billing address. A few presses on the keyboard and it would have at least demonstrated a degree of customer service and concern of fraud against one of their customers.
I am not implying that new egg is responsible in any way for any fraud by the use of the debit card, that was the banks job and it seems they did it right for a change. But if a customer of mine needed a little info or assistance in a possible fraud case from something purchased from me, I would never tell the customer it is too "cumbersome" to simply check where the item was shipped.
I can see why this customer would lodge a complaint about that. This is as far as I can tell a complaint regarding a customer service issue only. The OP does state this is a reputable company, but now does not trust them due to what appears to be, lousy customer service if you need any, at least by the CSR mentioned here.
Josh
Rolla,Missouri,
U.S.A.
What is your problem?
#3Consumer Suggestion
Thu, November 25, 2010
I don't understand what exactly your problem is with Newegg. Someone stole your debit card number, billing address, CVV code, and other required information, probably from some other website that had a poorly secured server. That's one of the many reasons why you shouldn't use a debit card for anything, especially online. As far as them shipping to somewhere other than your billing address: EVERY large online store allows that, and most of them don't bother calling you and verifying it anymore. It would be massively inconvenient otherwise, both for them and for their customers. Have you never bought a gift online and had it shipped to a different state?
Since it doesn't sound like Newegg did anything wrong, and BoA is giving you your money back, I don't understand what else you want them to do. Newegg has impeccable customer service, and I think you are just being ridiculous. Someone once stole my credit card number and used it at a Walgreens in New York City. Should I file a complaint against Walgreens for somehow failing to detect that the credit card was fraudulent? Of course not. It's the credit card company's job to reverse fraudulent charges, not the store's.
