Newegg advertises international purchasing. Newegg will not do what is required from their end for a consumer purchase to clear customs and will not take a return or refund the purchase price.

The following is from the last contact I had with Newegg customer service in a final attempt to ensure all facts were known by both myself and them, and clarify any misunderstanding.

The representative did not review the problem completely. First I am unable to gain customs clearance and receive the order until you provide an airbill as required by customs. You have twice now refused to supply the airbill therefore I am unable to receive the item. Now you refuse to have the item returned to you by YOUR agent UPS. You have my money, You have not completed delivery requirements. That is theft.


Order # 502614433

To summarize our several interactions and ensure there is no misunderstanding as this has been elevated at least twice already and the last answer indicated incomplete investigation and did not address the airbill :

1- The Philippine Optical Media Board has required that an Airbill be provided in order to proceed with clearing customs.

2-Your agent, UPS has stated that the airbill must come from you the shipper.

3-Twice I have requested the airbill but newegg claims you are unable to provide.

4-Numerous times newegg has refused to refund or the shipment returned without an RMA

5-Newegg refuses to issue an RMA until after the delivery is completed.

6-The deliver cannot be completed until Newegg provides an airbill.

7-In summary you will do nothing to permit the completion the delivery OR refund my money.


Additional information regarding my attempt to review the company policies that were in place at the time of the transaction :

Newegg Global offers a webpage for shopping unique to the Philippines; https://www.newegg.com/global/ph-en/ that unique url carries on through checkout.

As of the date of the transaction and until the date of this letter the only Help Center page addresses only US shipping: https://kb.newegg.com that links to : https://kb.newegg.com/knowledge-base/domestic-shipping/ The bottom of this page contains a Related Articles list with a link to Newegg International Shipping Service. https://kb.newegg.com/knowledge-base/newegg-international-shipping-service/ this Newegg International Shipping Program contains no mention of customer responsibilities for customs.

There is no means available to me a private individual to predetermine the Philippines customs requirements.

UPS contacted me when Tracking # 1ZX799476701555540 was held in customs and notified me that I must pursue the release.

I attempted to cancel the order, Newegg refused.

This is from the last contact with customer service on 10/27:

Order # 502614433

To summarize our several interactions and ensure there is no misunderstanding as this has been elevated at least twice already and the last answer indicated incomplete investigation and did not address the airbill :

1- The Philippine Optical Media Board has required that an Airbill be provided in order to proceed with clearing customs.

2-Your agent, UPS has stated that the airbill must come from you the shipper.

3-Twice I have requested the airbill but newegg claims you are unable to provide.

4-Numerous times newegg has refused to refund or the shipment returned without an RMA

5-Newegg refuses to issue an RMA until after the delivery is completed.

6-The deliver cannot be completed until Newegg provides an airbill.

7-In summary you will do nothing to permit the completion the delivery OR refund my money.

Hi , My name is Venkata Patnala
RMA number 78397400
I bought new TOSHIBA Laptop Tecra A50-02H01S Intel Core i7 on end of November , on December 6th suddenly touch and (mouse pad) wasn’t working, I have called to customer service
Than they told me that send back for replacement , they have provided RMA and UPS free courier slip
I went to UPS on December 7th paid 16$ for retial box package and send
December 8th 3:30pm Patrick from newegg warehouse was received the item according to website tracking
But I have called to Newegg customer care on 12th December they said still they didn’t receive , I was explained tracking status to them , I was received email on December 13 th , they were received my item on December 13 that’s and they found missing power cable so they couldn’t process for replacement
I have called back on 13th but no picked up, 14 th I have callled back and explained that I have sent everything including. Powercable
December 18th and 19th I couldn’t able to reach them even though I was waiting on line for one hr due to busy lines
Finally I was able to reach them on December 20th after one hr waiting period , she took more than 45 min, still they were telling same thing about missing item , asking to pay 100$ for item then they can do refund process and also they don’t have stock of same item
Really I was very disappointed with newegg service
Almost 2 weeks no proper response
I strongly suggest the people please don’t buy anything from new egg
Really very awful experience

I am Venkata bought new TOSHIBA Laptop Tecra A50-02H01S Intel Core i7 end of November , December 6th evening I found mouse pad touch was t working , I have called customer service , he want me to send back laptop for replacement
They have sent RMA next day after I have called one more time they have sent UPS free courier slip
I have packed everything including parts and cables , I have paid16$ at ups for retail package
December 8th afternoon 3:30 Patrick was received my pare
But I have called new egg customer service on December 12 th they said , they haven’t receive my package , I have explained about delivery status showing in online
December 13th I was received email , just they received parcel and they found missing power cable
I have called back immediately but no one picked up and Thursday after long time waiting on phone line I spoke with customer service more than 30 min and explained that I have sent everything including cable
But I didn’t recieve any response from service department regarding my replacement update
December 20th when I was called them , one lady she was picked up and she was telling same story
They don’t have any proof how it was missed but they have pics they are asking to pay 100$ for power cable and also they don’t have item stock
Really feeling like late service and cheated by neweegg.cavery bad service and no responsible on customer issues
RMA number 78397400
Venkata Patnala