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:08/08/2023

  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.

  11/05/22 $1672.90 I purchased this system for my WIFI network with a one-year MFG warranty. They are refusing to replace a defective router. I have five CS cases logged with them and over 10hrs of phone support time over last two weeks. At this point I would like a full refund of all Netgear products and services which you can see in the attached receipts.

  Business Response

  Date: 08/14/2023

  Dear ********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Guarantee Or Warranty Issues for your NETGEAR product. 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 our technicians already processed your RMA (Return Merchandise Authorization) #*******. I already sent a follow-up to our warehouse to see what will be the reason why this is not yet dispatched as of today. I'll get back to you once we have their response.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:07/31/2023

  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 have reached out to Netgear to replace my Orbi (Product-RBRE960B) failed after 4 months of service. I have called Netgear several times, and constantly get dropped or sent to ***** call center. **************** is horrible, subpar service, extremely bad service!

  Business Response

  Date: 07/31/2023

  Dear ******************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty 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.
  
  ******************, 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. 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 One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  We understand you are now requesting into getting a refund of your product related to your Order number 0373563. 
  
  We have raised your concern and are waiting for approval from the higher management to return the order for a refund. I'll send you an update related to case number 47516531.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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 router 2 gears ago model # C6220 for a summer rental. Heres the netgear scam. When you reconnect your router for the next summer net gear allows a signal for 1 week then shuts down the connection! When you call they tell you that you have to sign up for a 3 month plan $49.99 in order for them to trouble shoot and turn your router back on!If this information was presented to me prior to my purchase I would not have purchased this router. What A SCAM. I think the public needs to be aware of this Scam. Actually this scam should not be legal! I bought the router in good faith! I didnt purchase the router so I would have to pay $50 every year! I can purchase e xfinity for cheaper price and not have to pay to trouble shoot!

  Business Response

  Date: 07/26/2023

  Dear Mr./**************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding Sales 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.
  
  Mr./**************, 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. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR AC1200 WiFi Cable Modem Router(C6220) is already expired for support warranty last 10/13/2021 and hardware warranty last 07/15/2022. Since the Support warranty entitlement expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/18/2023

  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've been unable to obtain a refund from ***** as the Courier, nor Netgear as the Shipper for a Netgear Orbi Mesh Router System I purchased from Netgear in March. I have not taken possession of the merchandise, which ***** claims to have delivered and I have not received. Netgear refuses to work with ***** to provide me a refund, claiming there is no policy in place to reimburse a customer if the item is not received from THEIR courier, *****. The claim from Netgear is that ***** is responsible for the packages once it is in their possession, while ***** claims Netgear has a reimbursement / Credit policy for such scenarios. Bewteen them both I have gotten nowhere and no refunds since March. I filed an complaint with BBB regarding this issue earlier this year with ***** as the company at issue, and it appears it was closed, so now I am doing so with Netgear as the company at fault for both the lack of refund and lack of policy and willingness to work with ***** to reimburse my loss. I included an attachment with details and screenshots of the matter. Please help me get a resolution to the $1034.41 I have lost.

  Business Response

  Date: 07/20/2023

  Dear ******************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Delivery Issues of your NETGEAR Store order. I would first like to thank you for your feedback.
  
  We have personally taken the time to review your previous case about your order#******* and we can see that the package was delivered to the address provided. Please note that this is a signature required and it shows that it was signed for by KKEVIN. As stated on the NETGEAR Store website; Customers are responsible for tracking the package and being available to receive the delivery, and the shipment is under the cardholders ownership after it leaves the NETGEAR warehouse.
  
  ************************************************************************************
  
  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 your order has been received as indicated on ***** tracking#************.
  
  We also advise you to get in touch once again with ***** directly if you want further information about the package they marked as delivered, in order to quickly fix this issue. They were in possession of the parcel and have access to their website, where it displays delivery, so they should be able to assist you with claims.
  
  Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.
   
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20329747
  
  I am rejecting this response because: 

  As explained in the attachment to the complaint,

  1. **** is NOT my signature, what the ***** driver does as I have now witnessed first hand on a separate delivery since then, is indicate with a hand-held device that someone signed for a package, whether they did or not. It does not actually let you sign and provide a digital representation of that signature. The device generates the signature. It is NOT an actual customer signature, and does not actually require a signature  for the driver to generate it.

  Second, I work from home and have a doorbell. It was not rung and those were work hours when I was home. To say it is my responsibility to be available to receive a package while in the possession of YOUR courier who failed to deliver is unacceptable - especially given I was home.

  Third, ***** claims there is a Netgear lost package process I need to call Netgear to initiate and keeps telling me to reach out to Netgear, then when I do, Netgear sends me back to *****. This has been going on for MONTHS. 
  

  I need my money back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2023

  Dear ******************,
  
  This is to acknowledge the response that you sent us.
  
  Unfortunately, we can't do anything about your order. Please keep in mind that we have no control over ***** once they have the package and able to guarantee delivery to your address. You may file a claim to ***** as they are the one who handle the package during shipment.
  
  As stated on *****; for future shipments, they encourage customers to register for ***** Delivery Manager . ***** Delivery Manager is a solution that gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold. Learn more at fedex.com/delivery
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Bought the Net Gear Router Nighhawk AX6 and after two months it stopped working. After several calls and being pushed into a $139.99 warranty that is useless. I finally was told that their employee put in the wrong email information but they would correct within 24 hours and that was three weeks ago. Today I was told the same thing except I cant get a replacement until the email issue is addressed. Worst customer service experience ever. I do not want the $139.99 warranty that they shouldnt be selling to anyone. I need help and I need it now.

  Business Response

  Date: 07/20/2023

  Dear ********************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your NETGEAR device and the service you received when you contacted NETGEAR and asked for help with your RMA and profile management. 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 sincerely apologize for the inconvenience that this has caused you. I have personally taken the time to review your concern and I can see that your email address has been successfully updated on 07/14/2023. We already requested our technicians who are currently handling your support case#******** to reach out and proceed with replacement processing. Kindly anticipate a callback from them and make your line open.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/12/2023

  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.

  The equipment I have had had issues since we bought we reported it and they havent fix it or replace it they just have me troubleshoot. There was a warranty when we reported the issue and now its expired cause they havent done their part

  Business Response

  Date: 07/20/2023

  Dear ********************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding Product 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.
  
  ********************, 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. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR AC1200 WiFi Cable Modem Router(C6220) is already expired for support and hardware warranty since 04/01/2022. Your most recent communication with our technical support occurred on 7/11/2023 when you reported a problem where your NETGEAR equipment was appearing offline. We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support to check your hardware. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/11/2023

  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.

  i purchased a netgear hotspot from the netgear online store order number ******* on June 2nd 2023 I returned the item via the ***** tracking number sent to me from Netgear online store on 06/09/2023 RMA # ******* and ***** tracking number ************ Its is showing delivered and signed for customer service is saying they did not receive the item and it was signed for by someone that does not work there. I am looking for a refund please help

  Business Response

  Date: 07/18/2023

  Dear ******************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Refund/Exchange Issues for your NETGEAR Store Order: ******* 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.
  
  I have personally taken the time to review your concern and I can see that  we have successfully processed the refund of your Order: ******* amounting to $974.24 back to your PayPal account as of 07/12/2023.  The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  Again, we sincerely apologize for the inconvenience that this has caused. 
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Kind Regards,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 07/23/2023

   
  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:07/10/2023

  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.

  On June 11, 2023 my Netgear router died. I bought a new Netgear Orbi mesh Wi-Fi system. Once the new system was installed, on June 12, 2023, I followed the instructions to have my Netgear Armor security subscription, for which I pay annually, transferred to my new system. I was assured this would be done within 48 hours. Its now been a month, and I have escalated this issue 4 times with no success. Case Number ******** Opened 2023-06-12. I've tried chat, calling support, posting to LinkedIn, and have been assured this simple subscription transfer request has been escalated on 4 separate occasions.

  Business Response

  Date: 07/18/2023

  Dear ************************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Service Issues about your purchased Armor subscription 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 have personally taken the time to review your concern and I can see that your NETGEAR Armor Security - 1 Year  with contract number ******** was successfully transferred to your NETGEAR Orbi AX4200 WiFi 6 High-Performance Router(RBR750) with serial number ************* on **/**/2023.
  
  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 and have a great day!
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 07/19/2023

   
  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:07/07/2023

  Type:Customer Service 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 ROUTER BUT THE PASSWORD NETWORK KEY ON THE ROUTER IS NOT WORKING, I CALLED THE COMPANY BUT THEY WANT TO CHARGE ME FOR THE PASSWORD KEY THAT'S ON THE ****** I WANT MY PASSWORD NETWORK KEY TO WORK SO THAT I CAN GET ON THE INTERNET!

  Business Response

  Date: 07/11/2023

  Dear ****************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding **************** 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.
  
  ****************, 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. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR AC1750 WiFi Cable Modem Router(C6300v2) is already expired for support warranty last 10/19/2021. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support for our technician to better assist you. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 bought a Nighthawk AC1900 WiFi Cable Modem Router (C7000v2) on Dec 10 2022 and have Xfinity superfast internet connection (800 Mbps), Have issue with internet speed loss every time. I had technical team visit to see what's wrong with from xfinity side and found no problem from xfinity side and concluded that Netgear router is not capable of handling their speed. however Netgear clearly mentioned on product label that This product is certified by Xfinity and provide the speed up to 800 Mbps, but xfinity team clearly denied that they haven't certified this product. Again I approached Netgear to replace my router as it has still under warranty, but they denied it.. unless hard ware problem, they cannot replace, questions, without trouble shooting product, how they can say hardware has fault or not ? Kept asking me to buy their plan to investigate which is totally unacceptable. I already lost money by buying their product. to do troubleshooting why I need to pay ? when I questions, I kept me on hold forever with no answer. I am totally disappointed about their product and poor customer service

  Business Response

  Date: 07/11/2023

  Dear Mr./******************************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding Guarantee Or Warranty 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.
  
  Mr./******************************, 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. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR Nighthawk AC1900 WiFi Cable Modem Router(C7000v2) is already expired for support warranty last 04/06/2023. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support for our technician to better understand the issue of your hardware. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************