[Yarnage]

Yeah I was surprised by those changes as well when I had to return something. The CSR I spoke to apologized then sent me a prepaid label and charged me no restocking fee.

So great customer service but the charges almost seem arbitrary when the CSR can just apologize and wipe them out...

[gav]

From their FAQ: Does Newegg.com pay the return shipping cost for defective merchandise? No, Newegg.com does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry.

However I had the same experience as you when trying to return a defective mouse:

Me: I'm not going to pay return shipping. CSR: Ok, we'll send you a shipping label.

It's confusing and arbitrary.

What's worse is that you have to return it to their CA facility and wait a couple of days for them to decide to ship out a replacement, which is a two week turn around time for customers on the east coast.

Overall Newegg's level of price competitiveness and service is slipping; I see no reason to order from them unless avoiding the sales tax on that order is worth it.

[gaius]

Newegg.com does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry.

Under the Sale Of Goods Act 1979 in the UK, that's actually illegal.

[jaylevitt]

In some US states, too; many of our states have a code modeled on the Uniform Commercial Code. In Massachusetts, at least, all items come with an implied warranty of merchantability and fitness for purpose, e.g. that it's worth selling and useful. Sellers cannot legally waive those warranties.

As a buyer, my only responsibility is to allow the seller to pick up the item from me. If some site tries to pull a New Egg on me, I point them to the relevant laws, and make a very gracious offer - not only will I allow them to pick the item up, I'll even pack it all up for them in a box.

Lesson: Check your local laws before assuming that these "no returns" or "restocking fee" policies have any weight.

[eternalban]

> So great customer service but the charges almost seem arbitrary when the CSR can just apologize and wipe them out...

Only a fraction of total customers has your experience, so the cost -- marginal if only for a minor fraction prohibitive if for majority of users -- of keeping you happy as a customer is marginal. But they can't do that for everyone.

[km3k]

Yeah I asked a CSR about this. They said their policy is that they don't offer one but will give one without questions if you ask. I guess it's to reduce costs by charging people who won't bother asking. It is a strange policy, but I can live with it.