Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

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

Customer Complaints Summary

431 total complaints in the last 3 years.
73 complaints closed in the last 12 months.

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Submit a Complaint

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:10/17/2023
Type:Service or Repair 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.
I have worked with customer service for a problem with my ********************** Orbi router and was sent a replacement. Again, I worked with support on troubleshooting the problem, but the support ended. The product has a five-year warranty, but it has been impossible to find support other than a limited chat bot. Hardware 5 years,1405 days remaining on the warranty.It appears for me to get additional support that I need to purchase a subscription, this is very disappointing. I want my product replaced!
Business Response
Date: 10/21/2023
Dear Mr. ******************************* 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 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.

NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the NETGEAR Consumer Warranty Policy.

We understand you are requesting assistance from our technical support and asking for a replacement. We have raised your concern and requested assistance from the higher lever tier of technical support related to your case number 47738902.

Please keep your phone line open and check your email for any follow-up. I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************

Customer Answer
Date: 10/22/2023

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,

*********************
Initial Complaint
Date:10/16/2023
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 the Orbi Mesh system from netgear for over $2,000. I bought a router and 4 satellites. They constantly disconnect and go offline. I have worked with their support for HOURS. I have reset the system, hooked the satellites to the router and updated them, used new firmware (they told me it was new, but it was the same version I had), I have spent hours and hours troubleshooting. We work from home, and cannot have this instability. Netgear has done nothing for us. I want the system replaced. I had an old orbi system and was not this instable. I even have my satellites hard wired, so my architecture is more solid than most. They can't say the signal is because of wireless. I paid too much money for this terrible service and run around by the company.
Business Response
Date: 10/17/2023
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 our technicians escalated your case for replacement processing request because the product is defective. We would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your NETGEAR product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.

We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. We will be happy to issue you an RMA. Please allow me to set up a call with our senior specialist in order to better assist you and help with RMA processing.

Please provide the following information for us to contact you:

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

We look forward to speaking with you.

Regards,

****************
************* Advocate
**********************

Customer Answer
Date: 10/17/2023

Complaint: 20739142

I am rejecting this response because:
I have already spent HOURS troubleshooting this. I can reproduce this error 3 laptops connected to the same satellite causes a disconnection to the router. None of my other mesh or is have done this. The setup, network, switches are the same. The only thing different is this brand new 2500$ orbi system. So I either want the entire system replaced until it works like the old one did or if you think the newer orbi 7 system wont do this I am willing to pay the difference. But I certainly regret spending close to 3 thousand dollars for me to have the most unstable network I have ever had, not to mention wasting HOURS of my tomenon the phone. My house runs on WiFi lights doorbell garage door etc. it all is broken constantly. Then we work from home. To boot your phone support runs out at the end of this month and all I have gotten is the run around troubleshooting. So your companys incompetence is jeopardizing our job security. You should already have ALL the information you already asked for in my attachments/account information. But AGAIN it is ************. I guess after 5 is best but your tech people would call me at 9 or super early in the morning.
Sincerely,

************************************
Business Response
Date: 10/20/2023
Dear *************************,

This is to acknowledge the response that you sent us.

First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this kind of issue with the NETGEAR product that you have in your possession. We truly value the time that you've shared with us working to fix the issue of your product. As much as we wanted to honor and give you the request replacing to a different model, however, NETGEAR is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty.

The reason why we encourage you to work with our technicians is aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs, and also their findings. I have now asked our support to give you a call to help you with your products and process a replacement if found defective.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:10/11/2023
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.
Bought a Netgear network extender 7/28/23. It stopped functioning on 10/1/23. When I reached out to support, he informed me that the service would cost me a fee despite being within my 90 support window. The following day I emailed support. They responded with a plethora of questions late afternoon the following Friday (10/6/23). When I did not respond over the weekend, I received an email stating that they were going to close my ticket. I replied to their email answering their questions. They confirmed i was still within my 90 support window, and then stopped responding. My device still does not work and I have not heard from Netgear in 2 days, despite their apologies for their delayed responses. I HIGHLY recommend anyone looking for your internet connection needs to look elsewhere. Based off my experience, theyll take your money, send a defective product, and then ask for more money in order to fix it. When you don't fork over the $50 for the basic support, they ghost you. The quality of product and customer support have gone SO downhill. I will never spend another ***** on a Netgear product.
Business Response
Date: 10/16/2023
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 one of our technical support is currently working on your support case#********. Your NETGEAR N600 WiFi Range Extender(EX3700) is still under support warranty which means you don't need to purchase any contract to get support. We can't see any active contract you paid so there is nothing to refund from our end.

****************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. 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.

The following link details product warranty information:

*****************************************************************************************************

We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. If you would like me to have a senior technician handle your case, please let me know. We will be happy to issue you an RMA to replace your product if it's found defective.

Yours in Service,

****************
************* Advocate
**********************
Initial Complaint
Date:10/10/2023
Type:Delivery 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 placed my order for the Nighthawk M6 Pro (order #*******) on September 4. I have still not received this item.It is now October 10. I have e-mailed customer service four times. I have called twice. I still do not have any update on this issue, despite multiple promises to give update on a reshipment of the order or a full refund. At this point, I'll accept either resolution.When I called on October 1, I was given a case number (********) and was promised the issue would be escalated "to a higher department" and that I would receive an update in ***** hours. I received no communication. No phone call, no e-mail, nothing.I e-mailed on October 9 requesting an update. Nothing.I called again a few minutes ago (October 10). I was again promised the issue would be escalated "to a higher department" but this time I was promised an update in ***** hours. It has already been 10 days.I spent $900 on this piece of equipment that I have not yet received, and the customer service has been non-existent and fraudulent.
Business Response
Date: 10/11/2023
Dear ***************************,

Good day!
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 Delivery Issues and the service you received when you contacted NETGEAR and asked for help with your order. 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 have processed a refund for your order number *******, amounting to $899.99. This will reflect on your account in 5-7 business days. Let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry.
I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
NETGEAR, Inc.
Initial Complaint
Date:10/05/2023
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.
Purchased on 09/20/2023 order number ******* changed mind on the item was within the 30day return period and opened a case with RMA number ******* sent the item back using the ************* label that Netgear provided with tracking number ************ the package was signed for and Netgear customer support is saying that it was not delivered to them but it was signed for by netgear and delivered to the address on the ***** label. I am requesting a refund back to my card for sending the unit back within the 30day time window. If it was missdelivered then Netgear needs to take that up with ***** since it was not my label or my account i have no authority to make any lost package or missdelivered reports with ***** as it has to be the account holder and i am not the account holder for the prepaid label. Please help me get my refund processed ASAP back to my card.
Business Response
Date: 10/16/2023
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 order. 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 acknowledged that you complied with our return policy for Order *******. However, we did not receive it from the warehouse using the ***** tracking number ************. We are also coordinating this concern with your open case number, ********, consecutively.

It was raised with the higher management, who advised you to contact the courier and request their shipping address confirmation on where it was physically delivered. Kindly request that the courier reship the order to our warehouse to proceed with your refund.
I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
NETGEAR, Inc.
Customer Answer
Date: 10/17/2023

Complaint: 20697622

I am rejecting this response because: you acknoladge that it was shipped to the wrong address this was not my label i did not pay for the label you paid for the label so i am not responsable for the delivery of the item i did my part by turning in the modem to ***** from there its out of my hand you need to open a claim with *****.

Sincerely,

*******************************
Business Response
Date: 10/17/2023
Dear ************************,

Good day!

Please do not take it negatively, as we're not setting aside your request. We would like to be transparent about the process and regulations that we have to abide by and implement since our warehouse's recent response was that they did not receive the package physically as of today.

We also advise you to get in touch with ***** directly if you want further information about the package they marked as delivered, even if it wasn't sent directly to NETGEAR, in order to quickly fix this issue. They may be able to ************* a claim as well. Please be aware that NETGEAR is not liable for packages that are lost during delivery to NETGEAR.

*****************************************************************************.

Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.

Sincerely,

******************
Customer Care Advocate
**********************
Customer Answer
Date: 10/17/2023

Complaint: 20697622

I am rejecting this response because: i have reched out to ***** and they will not provide any information because this is not my account, and all claims are paid to the shipper or owner of the account. I am not the owner of the ***** account. as far as im concered the package is not lost, it was delivered to the address you provided on the label and signed for so i am expecting a refund on this order. Netgear will have to deal with ***** on any claims or reimbursement not me, as i am not authorized to conduct business on the ***** account that label was created with.

Sincerely,

*******************************
Business Response
Date: 10/21/2023
Dear ************************,

Good day!

This is a follow-up on your case # ********.

We highly suggest you get in touch with ***** directly for further information about the package that was not delivered to our warehouse. Please be advised that the person who signed the package showing in the courier's website summary is not related to NETGEAR. Kindly inquire with them about the address where the shipment was delivered and request for the shipment to be picked up from that location and delivered to our warehouse.

Please let me know the case number ***** will provide so we can raise your concern for further review by the higher management.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************

Customer Answer
Date: 10/28/2023

Complaint: 20697622

I am rejecting this response because: They are asking me to reach out to ***** for the lost package and i have reached out to ***** about the packahe and they will not release any information on the package or open an investigation as they said that needs to be done by the owner of the account witch is ********************** they are the ones who sent the label to me to send the item back. They have to conduct the business on their ***** account I cant. As far as im concerned it was delivered to the correct address as it was signed for. if it was misdelivered then they need to follow up with an investigation with ***** and can have the package found or lost and get reimbursed for the loss. again because im not the account holder I cant request any of this from *****.

Sincerely,

*******************************
Business Response
Date: 10/30/2023
Dear ************************,

Good day!

This is a follow-up on your case # ********.

We highly suggest you get in touch with ***** directly for further information about the package that was not delivered to our warehouse. Kindly inquire with them about the address where the shipment was delivered and request for the shipment to be picked up from that location and delivered to our warehouse.

Please let me know the case number ***** will provide so we can raise your concern for further review by the higher management.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************
Business Response
Date: 11/04/2023
Dear ************************,

Good day!

This is a follow-up on your case # ********.

We highly suggest you get in touch with ***** directly for further information about the package that was not delivered to our warehouse. Kindly inquire with them about the address where the shipment was delivered and request for the shipment to be picked up from that location and delivered to our warehouse.

Please let me know the case number ***** will provide so we can raise your concern for further review by the higher management.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
NETGEAR, Inc.
Customer Answer
Date: 11/07/2023

Complaint: 20697622

I am rejecting this response because: I have called ***** and they advised me that it was delivered to the correct address and signed for by someone at that address according to GPS and the scan from the driver. As i stated before they will not open a case for a lost package because i am not the account holder for witch the label was purchased from. Netgear paid for the label, and Netgear has a agreement with ***** for lost packages, ***** said they cant open an investigation on the package as i am not an account holder or paid for the label. So as ive asked 20 times you need to call ***** and open a case and they will happly investigate the package and give you a case number. Why wont you call ***** and open a case, I tried and thats the response i got from *****, im not able to conduct business on Netgears acocunt as you were the one who paid for the ***** return label. So thank you please call and advise and send it to upper management.

Sincerely,

*******************************
Business Response
Date: 11/12/2023
Dear ************************,

Good day!

Please do not take it negatively. We would like to be transparent about the process and regulations that we have to abide by and implement since our warehouse's recent response was that they did not receive the package physically.

Please be advised that we are not able to refund your order until the hardware is returned to the warehouse. We confirmed that the device is still in use and located in *****; thus, it was not returned to us. This information was shared with the higher management, and they agree that we cannot process your refund unless we physically receive the device. We apologize for the inconvenience.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************
Customer Answer
Date: 11/16/2023

Complaint: 20697622

I am rejecting this response because: the tracking label was provided by Netgear and paid for by netgear they put the address where it should be delivered to, and ***** is saying it was delivered to that address and signed for by someone at that address they used GPS to confirm that its was delivered to the correct address. I am expecting a refund back to my card i paid with as i did my part on sending it back

Sincerely,

*******************************
Business Response
Date: 11/18/2023
Dear ************************,

Good day!

I hope this email finds you well.

Please be advised that we are not able to refund your order until the hardware is returned to *************. We confirmed that the device is still in use and located in *****; thus, it was not returned to us. This information was shared with the higher management, and they agree that we cannot process your refund unless we physically receive the device. We apologize for the inconvenience.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************
Initial Complaint
Date:10/02/2023
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.
Today, October 2 2023, my bank account was charged $139.99 by netgear inc. I have tried to find a phone number to call for a refund but cannot find one. I want my account refunded because I did not agree to purchase this service.
Business Response
Date: 10/11/2023
Dear Ms. ************,

Good day!

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. 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 have processed a refund for your GearHead *** Networking Support for Home Products 12-month subscription, contract number ********, amounting to $139.99. 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.

****************************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry.

I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
NETGEAR, Inc.
Customer Answer
Date: 10/11/2023

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,

***********************************
Initial Complaint
Date:09/28/2023
Type:Service or Repair 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.
Initially ordered a Nighthawk CM2050V modem and Nighthawk RAX50 router (order *******) January 20, 2023. On July 4, 2023 the modem went crazy and malfunctioned. A replacement was sent to us. On September 5, 2023 the exact same thing happened to the replacement modem. We have called five times trying to get this issue resolved, talking with 6 different agents or techs. A case number was issued ***************************** phone for over an hour and then being disconnected the first time around. Each time, we are told that this case is being escalated and someone will get back to us within 24 hours, with the exception of the last call on Sept. 17, 2023 when I was told to call back in TWO weeks. Each time we inquire about a replacement modem, we are told they do not have any in stock. We work from home and rely on this equipment to do so. We have spent $740.00 for these two pieces of equipment and a GearHead subscription and neither are worth the aggravation in our opinion at this point, not to mention the added aggravation of having to continually call and not receive any satisfaction. What is the purpose of a warranty and the supposed access to techs?
Business Response
Date: 10/10/2023
Dear Mr./**********************,

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.

Please allow us to extend our sincere and deepest apologies if you're experiencing this kind of issue with the NETGEAR product that you have in your possession. We have personally taken the time to review your concern and we can see that your previous RMA ******* has been completed. If the replacement provided is defective we are more than happy to process a new RMA to replace the unit. Please allow me to set up a call with our support team in order to better assist you.

Please provide the following information for us to contact you:

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

We look forward to speaking with you.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 10/10/2023

Complaint: 20672408

I am rejecting this response because: evidently, no one read our initial complaint. We have been trying to get a replacement modem since 9/5/23 and have already talked to six (6) different techs or agents. Each time we have been told that this was escalated to a higher department for resolution and would be contacted within ********************************************************************** two (2) weeks. ALL WE WANTED TO DO WAS HAVE THE REPLACEMENT MODEM REPLACED AGAIN, since the **** *******) proved defective as well. If someone wants to call us, they can do so at ************ at any time between 9:00 am to 9:00 pm Eastern Standard Time. If they do call, they should have the information for when we will receive our replacement equipment. If they still dont have any replacements available, then we expect a refund for at least what we have paid them ($740.00).

Sincerely,

******/*****************************
Business Response
Date: 10/13/2023
Dear Mr./**********************,

This is to acknowledge receipt of your response.

Once again, our sincere and deepest apologies. This is to let you know that your new RMA ******* has been started and has received approval. This has been submitted and will be ready for shipping in the next business days. Please anticipate a separate email for the tracking details.

Please find time to ship the faulty unit back to avoid administrative charges.

*****************************************************************

If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:

*********************************************************** or dial ************** Press 1 for Technical support.

Thank you for choosing NETGEAR.

Sincerely,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 10/13/2023

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,

******/*****************************
Initial Complaint
Date:09/26/2023
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 utilized Netgear's prepaid shipping label to revert an order, order number *******, RMA *******. The shipping label furnished by Netgear was prepaid and was intended for ****** with a tracking number ************. Unfortunately, on September 12th 2023, it appeared that ***** misplaced the shipment. I subsequently reached out to Netgear on September 26th, 2023, only to have the Netgear representative confirm the parcel loss. When the representative was unable to reach ****** she suggested that I do so - a proposition that seems nonsensical considering I am not associated with Netgear. They made the decision to purchase a prepaid label from ***** to oversee the return. My obligation was simply to hand over the package to their designated return agent, in this instance, *****. In situations where the return agent misplaces the parcel, it is expected that they engage them to rectify the situation. Unfortunately, Netgear has been far from helpful in this matter. Effectively, I am at a loss of $3,000 with no solution in sight. Upon ending my conversation with the Netgear representative, I contacted ***** who admitted to losing the shipment. They further explained that in such scenarios, the party that purchased the return label - in this case, Netgear - needs to engage them in order to file a claim, facilitating a refund for the order. When I relayed this information back to Netgear, they merely parroted a standard response prompting me to once again contact *****. At this juncture, I am uncertain as to what steps to take next, considering Netgear's apparent unwillingness to assist in any meaningful way.
Business Response
Date: 10/10/2023
Dear Mr./**************,

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 order. 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 you processed your NETGEAR Store order return online on 9/10/2023. It shows indeed that the return tracking#************ was delivered to someplace in *******, ** on Tuesday 9/26/23 at 10:50 PM we don't have any warehouse located in that state. We are fully aware that we are the processor of the prepaid label that is being supplied, however, keep in mind that we have no control over ***** once they have the package. Please note that NETGEAR is not responsible for packages lost in transit to NETGEAR.

Please do not take it negatively as we're setting aside your request. We'd like to be transparent about the process and regulations that we have to abide by and implement since our warehouse's recent response was they did not receive the package physically.

We advise you to get in touch with ***** directly if you want further information about the package they marked as delivered, even if it wasn't sent directly to NETGEAR, in order to quickly fix this issue.

*****************************************************************************.

Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.

Sincerely,

****************
************* Advocate
**********************

Customer Answer
Date: 10/10/2023

Complaint: 20660710

I am rejecting this response because:

Although I comprehend that Netgear is distinct from ****** I, as a customer, am also separate from both entities. It is the prerogative of NETGEAR to select their returns partner. In the event that this partner misplaces or delivers the item incorrectly, the customer should not assume liability - it should be borne by the shipping partner, specifically, ****** I assume that the appropriate course of action would be for Netgear to file a claim with ****** as confirmed by ***** themselves.

Sincerely,

***********************
Business Response
Date: 10/13/2023
Dear Mr./**************,

This is to acknowledge receipt of your response.

Again, we sincerely apologize if we are currently unable to execute your refund due to the fact that the package has not yet been delivered. There is no guarantee as this is not the typical procedure we can do for this type of situation, but I will contact our Logistics to see if they can assist if they can file a claim as ***** informed you.

You may expect to receive a response once we have their feedback. I'll surely send follow-up emails if there is any information needed from you to help us resolve this concern, and youre welcome to send me a message via case number: 47710696.

We appreciate your patience and thank you for choosing NETGEAR.

Kind ************************************************* Advocate
**********************
Customer Answer
Date: 10/18/2023

Complaint: 20660710

I am rejecting this response because:

FedEx is telling me only Netgear can file a claim
Sincerely,

***********************
Business Response
Date: 10/19/2023
Dear Mr./**************,

Please be advised that with the help of the management and logistics, we are now conducting an investigation into this return. This is now being reviewed and you may expect to receive an update as soon as all the obtained evidence and resolution are provided. I'll surely send follow-up emails if there is any information needed from you to help us resolve this concern, and youre welcome to send me a message via case number: 47710696.

We appreciate your patience and thank you for choosing NETGEAR.

Kind ************************************************* Advocate
**********************
Initial Complaint
Date:09/23/2023
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 was asked by a client to improve the Wi-Fi coverage of their ****** ft home. After much research and talking to their sales department Netgear sold me a Wi-Fi mesh system that does not work as marketed. It will carry a weak signal but will not provide stable or high speeds as advertised. I even paid extra for pro telephone support and it's no different from regular phone support. I know this because I was routinely transferred to that department. I have spent at least 15 hours and phone support, 4 hours in chat support and the whole experience has been fraught with calls dropped, misdirected call transfers, lack of experience and care. Finally I sent them an email on Thursday September 21st outlining all of the issues I am submitting here and requesting a refund. There has been no contact provided by Netgear to this date.
Business Response
Date: 10/10/2023
Dear Mr./************,

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 Service 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 according to the One one-year hardware warranty. Per the NETGEAR Store return/refund policy, we accept within 30 days from the purchase date.

***********************************************************

We have personally taken the time to review your account and we can see that you purchased the product directly from NETGEAR Store (Order#*******) on 5/30/2023. This product you purchased during the time is our latest and new product in the market (RBKE963 + 2 RBSE960). According to our records, you have been using this upon purchase and we just got a report from you recently, 09/14/2023 asking for a return but you've been advised that it's beyond the return period. While NETGEAR Inc. is unable to provide a refund, we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. We will be happy to issue you an RMA.

If you would like me to have a technician contact you please let me know.

Yours in Service,

****************
************* Advocate
**********************
Initial Complaint
Date:09/22/2023
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.
We purchased a set of 3 (White) Netgear Orbi routers for $1,200.00. After 3 months one of the routers from the set failed. It was under warranty, and after reaching out to support, and being dragged through 3+ hours of forced "diagnosing", Netgear finally agreed to replace it. It took them over a month to do anything, and they sent the wrong color item "Black Edition" which is not what we purchased, and not what we want. We contacted Netgear again, and spoke with their support agent ****** (Employee ID# ****** on September 14th. He instructed to open and set up the "Black edition" routers and use them in the meantime until they sent us the correct ones.We hired and paid a networking guy to install them, and them a few days later we received an email from Netgear demanding that we return the black set before they send us anything. We have contacted them by email over 5 times. We have contacted them by phone over 5 times. They have given use multiple case numbers. And everytime for the past 6 weeks they tell us they are going to send us the correct white routers.We are currently using the black routers (that we don't want). We want our white routers. We will have pay the installer again to install the correct white routers. I am 75 years old and I cannot exist without internet connection (medical issues, tele-visits with my doctor). We are more than happy to return the black ones as soon as they replace the broken ones with white.If this cannot be accomplished after so much time, perhaps they would like to refund our purchase price, but I would really like to have the correct ones from Netgear, as I've been using them for years.Please help me
Business Response
Date: 10/10/2023
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 your NETGEAR product issues and the service you received when you contacted NETGEAR and asked for help with your device for replacement processing. 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 have personally taken the time to review your concern and we can see that one of my colleagues **** is working on your case#********. It shows that you have already talked to him and there's an agreement between you to return the defective unit and it seems that you already returned it using tracking#************, as of today it shows as still in transit. We will wait for this return so we can create your new RMA (Return Merchandise Authorization) to process your replacement for a color white of your NETGEAR Mesh Router.

You will be notified once we have your new RMA processed. Youre welcome to send us a message via case number: ********.

We appreciate your patience and thank you for choosing NETGEAR.

Kind Regards,

****************
************* Advocate
**********************

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