Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 11, 2024 /$149.99/ My internet service wasn't working. I told them about my service. I do not and have not ever paid a monthly bill. And when I called them they said to get my supply themselves. I had to pay $149.99 When I paid the money 2 or 3 days later, it did it again. I called them and sprang to them. My service wasn't working. Someone was supposed to get back with me to see what was going on. No one called I called again. And they say someone to get back with you. It's the weekend and they won't be back to help you until Monday. As it's a holiday he said oh Tuesday so I called Tuesday, and the same thing happened over again. Still no service, and they said they'll get back with me again. This went on for several days family without having service. I call ethanity. Because that's who my service is through. And if they came out looked at everything, everything was lit up and working like it's supposed to when they end, he said no, it have to be there. I called them back and they said they'll get back with me. By then I still didn't have any service On the 10th I talked to someone from infinity. They try reset me when they say everything looks good. They still sent somebody out on the 18th and they told me it's still not their fault. It's service is worki called netgear back and they just gave me the running. Finally, I decided to just get a new service. After I received my service. I went and unplugged netgear. I still tried calling them and as of today. I called them and I was told I was gonna get a call back in 25 minutes. Still have not received a call, and I decided to go through BB. Today is 02/22/2024. I Feel like I was charged for a service that never worked and I want my money back.

  Business Response

  Date: 03/03/2024

  Dear ****************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Repair Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account, and we do not see any service contracts purchased from NETGEAR. To locate the correct account and confirm the charge you received, we would like to request a screenshot of the bank statement showing the merchant's name, NETGEAR, INC., and the invoice from NETGEAR for review.
  
  You may also provide the serial number of the device and the correct email address associated with it so we can pull up your account in the system. I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned an item and was told I would receive the amount back to the original payment method. So I looked at my bank account statement to see if the return went though and it seems, I was charged a 2nd time instead of given a refund.

  Business Response

  Date: 02/22/2024

  
  Dear ************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Refund / Exchange Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that your previous NETGEAR Store Order: ******* was completely refunded on 12/21/2023 amounting to $617.16. After verification, there's no other charges occurred on our billing portal. If there's a successful charge from your account with the same amount, can you share a copy of the transaction details so we can revalidate?
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a net gear router in 2016 or 2017 i never used it the scum of earth that owns the company blocked me and i have a **** of America from another country violating my freedom or is it ** Garbage they people i curse them all the way to h*** and BBB you see my reports ******* have my phones that are shut off live online that's your ********** trash this country went down the tubes ******* you know who did it Amazon ******* eBay AOL yahoo all the ** trash that put ******* into foreign hands because the other country's do things illegally because they dont6 know better you know they will all be taught a ****** and the dirt that has been making me look bad the Devil will come for them now later he will they don't be leave I DO that's all that matters YOUR GREAT PRESEDENT destroyed ******* and those two pieces of dirt im surprised nobody did anything yet Make sure these DIRTBAGS from another country someone destroyed them that's my ***** the biggest phonies alive when my papers are sent out that will be this Wednesday you are seeing 3 states getting the largest lawsuit in mankind ***** of ******* watch what's going happen to them the curse is for everyone involved and I'm not nuts smart the ones that think im nuts those are the IDEOTS 3 reports not one i got a conformation back from you. Cowards in the bible which is what these dirtbags did read it it must have happened to someone it's all written out in black and white. THE ROUTER IS BRAND NEW NEVER USED I WONDER IF THE *** DID ANYTHING THEY ARE HARD UP FOR CASH SEE THE TRUCKERS PEOPLE ARE STARTING TO FIGHT BACK KNOW WHY WHATS HAPPENING IN *******

  Business Response

  Date: 02/22/2024

  Dear Mr. ****************** hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Repair Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that from your recent correspondence with our technical support (Case#******** and ********), they are trying to help you configure the issue with the product but according to what transpired, you keep shouting at them and don't let them speak so they can't go further and help you.
  
  If you need technical assistance, I can schedule a callback with our technical support team to help you. Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)

  We appreciate your time and patience.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NetGear Mesh WiFi 6 purchased 12/28/2023 quit working on 1/28/24 (one month) - after NUMEROUS attempts to get resolution for either refund or replacement they continue to use their confounding tactics = i.e, I email them their only response is " contact technical support" ( one CANNOT contact their "echnical support other than by phone = all email replies state********** DO NOT REPLY TO THIS EMAIL *********This is an automatically generated email notification.Hello,Unfortunately, we could not link an email message that you recently sent to an open support case. This can happen if you change the subject or recipient lines when replying to an email message from NETGEAR Support. This mailbox is unmonitored, so your message wasnt saved. If you were replying to an email message from a NETGEAR Support expert, you might need to open a new case. To open a new support case, visit my.netgear.com, tap Technical Support on a NETGEAR mobile app, or visit our Contact Support page.Original case number with NetGear ******** I have made SEVERAL phone calls to their "technical support" and am unable to effectively communicate with them ( unable to understand them and vice versa )

  Business Response

  Date: 02/22/2024

  Dear **********************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Product Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a refund of your product. We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase. We are happy to work with you to find a resolution and process a replacement if the product is found defective. If you would like me to have a technician contact you please let me know.
  
  We appreciate your time and patience.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the brand new router mesh system and set it up it worked fine for two months then stopped working in november spent 2 hours with tech support and began working. Then a week later it stopped working spent 2 more hours talking to tech support and it would never work and they said it was defective. Ask for a refund or replacement and they said they would send me to customer care and they would contact me with in ********************************* and i have called back over ten times and been told I would be contacted many times and have never heard back. I would like a refund or replacement since it is still under the one year warranty

  Business Response

  Date: 02/22/2024

  Dear ******************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Guarantee Or Warranty Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that one of our customer care representatives ****** is working on your support case#******** as you requested a refund. This request is not being reviewed and you may expect an update once we have the feedback from the concerned department.
  
  We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase.
  
  *****************************************************
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue a month ago with my Netgear router. I was on the phone with a Netgear representative who charged me upfront 99 dollars before looking into this issue. He had me press a button on the router and the wifi instantly worked. I told him "so you are charging me 99 dollars to press a button to fix my own issue". The representative assured me he was taking steps on his end to fix this issue for me. Later that night I tried the button, and it turned off the wifi. I pressed it again and it instantly turned on the wifi. This is very deceiving. I attempted to contact for a refund, to which I was told I would be getting one. That was 3 weeks ago. Fast forward to today, my friend was having an issue with her Netgear router, was charged 99 dollars to continue for them to help her. To which it was never a Netgear hardware issue, it was ******* for setting up the service incorrectly. ******* fixed the issue, while Netgear profited by doing nothing. I grew up on Netgear products and have always liked them. However, this will be the last time I ever use a Netgear Router/modem. They love to take your money, even though there is no real troubleshooting issue with your device.

  Business Response

  Date: 02/19/2024

  Dear *************************************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Service Issues when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  

  We reviewed your account, and we have processed a refund for your ProSupport Premium Support subscription, contract number ********, amounting to $99.99. This will reflect on your account in 5-7 business days. The contract is now also canceled; therefore, there will be no more charges in the future.

  Please let me know if you still need further assistance, and we apologize for the inconvenience that you have experienced.

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 3, 2024. I asked Netgear in writing (email) to cancel and not charge my credit card each month for a subscription security service that I no longer have a need for. I no longer have the device (a WiFi router). They continued to charge me however and have not responded to my repeated attempts to contact them.

  Business Response

  Date: 02/19/2024

  Dear ***************************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Repair Issues and the charge you received. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account and the submitted receipt in our system, which doesn't show NETGEAR as the merchant name associated with the received payment dated 2/3/2024, amounting to $49.95 and $1. It was settled with the STRNOW.TO company, and it was explained to you by our expert related to your case (********). We highly suggest filing a dispute directly with your bank immediately if this is not authorized.

  Please let me know if you still need further assistance with your account.

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Netgear Mesh system with additional satellites that never functioned properly. The app provided limited information, making it impossible to identify the issue with the satellites. While the app showed that everything was working, it didn't provide any means to check if the satellites were transmitting a Wi-Fi signal. To receive support, I had to purchase a ************ account, but I faced significant challenges. Multiple attempts to reach their support team were unsuccessful, with no one available. When I finally got through, the technician's call lasted over an hour, and he initially had difficulty understanding the problem. He became rude, raised his voice, and eventually seemed to fall asleep during the call. After trying to figure out another way to explain my issue, he finally understood. Then I heard heavy breathing for five minutes. I tried talking to him but no response. Then when I asked if he was still there, he finally woke up and barked "YES". Then, he promised to call back after asking me to disconnect the call so it wouldn't reflect negatively on his job report denoting that he hung up on me, but he never did. The issue was never resolve and now I'm back to not being able to get a customers ******* agent.Furthermore, the last customer ******* support ticket I logged requesting help was closed out, leaving me unable to pick up where I left off or receive any resolution. When I received a response, it was addressed to another person named ********, clearly not me. Additionally, I have been unable to find a way to cancel the ************ ******* on Netgear's website, which automatically resubscribes.Given the ongoing issues with the product, its impact on my work from home, and the frustrating support experience, I am requesting a refund for all my purchases.

  Business Response

  Date: 02/14/2024

  Dear *************************************,,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account, and we apologize for the inconvenience if you have not been properly assisted in resolving the disconnection issue with your satellites. We referred this concern to a higher-level tier of our technical support to know the root cause of this problem. We highly suggest checking your email for any follow-up and keeping your phone line open, as we requested to arrange a call back to your listed phone number and preferred time.
  
  We also refunded the ProSupport Premium contract number ******** in your account. It was now canceled; therefore, there will be no more charges in the future. 

  Please let me know if you still need further assistance with your account.

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 19th after noticing the remaining days of my netgear armor subscription was too short since I had just renewed Sept 2023 I logged into my account to see that purchase did not add on to my current subscription I have with my Orbi but was added to a router I no longer own. If I had known this I would've asked taken care of this after purchase but nowhere on the receipt or in the promo email I received mentioned the router it was attached to. I reached out to customer service and a case was opened but it's now over 10days later and I have not heard from anyone.

  Business Response

  Date: 02/14/2024

  Dear ***************************************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues and the service you received when you contacted NETGEAR and asked for help with your contract. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account and confirmed the transfer of Armor Security with contract number ******** to your new device, the Orbi ****** Tri-band WiFi Router (RBR50), SN: 5PM30BCW000AE. 
  
  We apologize for the inconvenience if it was not raised earlier with us, as the activated contract was previously linked to your old unit and running. Aside from making sure that the contract is now linked to your working unit, we also approved the extension of the contract entitlement, adding additional months to the contract, which will end on 1/9/2025.
  
  Please let me know if you still need further assistance.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Netgear resolved the issue before receiving this complaint.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had renewal billing problem in December 2023, could not get site to take credit cards on multiple attempts. Just let it expire, then purchased subscription services the days after at a sale price and payed for with PayPal. 2 weeks later services get shut off by NETGEAR, I all and want to know why. They basically tell me the system made an error and the need to send to another team to correct and my service will be reactivated. After multiple calls I am told my service will be reactived on Jan 19. Still no services on Jan 20th, I call in again to be told they do not know when the service will be reactivated & they will give me a call back in 3 to 5 business days. I just want my subscription services turned back on. As of today Jan 26th still no service and have been told that they are still waiting on the internal team, 16 days down.

  Business Response

  Date: 02/14/2024

  Dear Mr. ****************************** I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the ******** Services Issues and the service you received when you contacted NETGEAR and asked for help with your contracts. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account, and it was confirmed that your Armor Security and Smart Parental Control contracts were activated on 1/29/2024. We apologize for the inconvenience due to the delay in our assistance. As a courtesy, we extended the entitlement of the contracts until 2/26/2025. 
  

  Please log out using the app or website and log back in to refresh the system at www.MyNETGEAR.com. If you are unable to log in to your account, please click on the "Forgot your password?" link to reset your password. ***************************************************************************************

  Please let me know if you still need further assistance.

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  

  
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21204482
  
  I am rejecting this response because: I dont want any free service, please reset my expire date to be back in December original date. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/19/2024

  Dear Mr. ********************************** day!

  We have updated the Armor Security and Smart Parental Control contracts which will end on 12/26/2024. 
  
  To view your NETGEAR Armor subscription plan:
  Launch the Orbi or Nighthawk app on your mobile device.
  Enter your NETGEAR account credentials and tap Sign in.
  Tap the home icon in the upper-left corner of the screen.
  Tap Settings.
  ************.
  The Security page displays your current Armor subscription status and expiration date.
  
  Please let me know if you still need further assistance.
  
  Kind *************************************************** Advocate
  **********************
  
  

   

  
  

  Customer Answer

  Date: 02/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************