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:02/12/2023

  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.

  Since January 3 I have been requesting for a refund of $69.99 that I did not authorize. I called NETGEAR to no availability. I sent an email and since then I have been sent over five emails telling me that my case is in process. I am not able to get a hold of anyone but by email. I want my refund is all.

  Business Response

  Date: 02/15/2023

  Dear Mr./************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding Service Issues and a refund of $69.99 that you did not authorize. 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 your Smart Parental Control - Annual subscription got renewed amounting $69.99 last 1/3/2023. We have approved and finalized the refund back to your PayPal account as of today, 02/15/2023. 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.
  
  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,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 02/22/2023

   
  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:02/10/2023

  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.

  Our internet service stopped working on 2/9/23. My husband is a radiologist who works from home so the internet service is extremely important. We bought a new Net Gear modem (Nighthawk) because the internet company suggested that might be the problem. New Net Gear modem did not work either. Called Netgear and was told by tech support he could help me but it would cost $183. He guaranteed me 100% he could fix the problem. I paid the $183 and within seconds my internet was up and running. I believe Netgear is intentionally causing modems to stop working so that they need to be replaced or repaired for an extremely high price. This is not good business and should not be allowed.

  Business Response

  Date: 02/15/2023

  Dear ******************,
  
  My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I attempted to find your account using your email address. However, I am unable to locate anything on our system.
  
  Please provide the case number or email address associated with your NETGEAR equipment so that we can investigate.
  
  I look forward to your response.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  
  

• Initial Complaint

  Date:02/09/2023

  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 bought an expensive router system from Netgear (RR 750 with 5 satellites). Install took many hours and many days. Over the course of weeks, I settled on the fact that I would not be able to connect my home automation system to the Orbi and moved on. Fast forward to today and after a poweroutage, I now need access to my home automation and that can only be via the wifi. I contacted Netgear (Orbi) tech support. After multiple calls, nothing was resolved. During a call last week, tech support told me a procedure that would finally work. When i followed his instructions, it cause my router to go offline. When i called back to fix, they are demanding $250 to fix, even though I have another one year extended warranty. Tech support was extremely rude, laughing at me as he blatantly refused to forward my call to a supervisor. He also refused to give me his work ID so that I could report him. Eventually, he hung up. Since trying to contact this massive company via multiple numbers, I find that I am on hold for sometimes hours before even someone answers then they lose you in transfer. It is the worst customer service company I have comes across. I want to return my Orbi router system and go with another reputable company.

  Business Response

  Date: 02/15/2023

  Dear ****************,
  
  My name is ****. I am a ************* Advocate for **********************
  
  Please 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. Please be advised that we will evaluate the situation you had with NETGEAR support and take appropriate action.
  
  For store order returns, please click the link: ************************************************
  
  Note: Please be informed that NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.
  
  Thank you.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19373619
  
  I am rejecting this response because:

  It does nothing. I have been 'elevated' more times than I can remember. The link for returnables is a classic example of their lack of interest. If ****, the supervisor, had read my complaint he would clearly see that this issue as been ongoing for a year. Why send me a link to return items that can only be returnable within 30 days?

  Their tech support is under trained. I have had more success asking neighbors for support than I have with any tech from NETGEAR. As such, I have no confidence in their support. I also want to add a complaint. In order for NETGEAR to send me a new router (my system includes one router and 4 extenders - initially they were replacing it all but then decided only to replace the router, which I just received - and it is refurbished, NOT new) they asked for my updated credit card info. They said it was for their system to be able to issue the replacement but assured I would not be charged. The second I added it, I received a charge for $108 - for one year service of tech support! I contacted NETGEAR furious that they would charge my card without authorization. They said they would 'elevate' it to get it removed. I have of course, not heard a single word since. The next step is my credit card company.

  Worst company ever!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/10/2023

  Dear Mr./****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I'm contacting you today on behalf of my former colleague **** who is handling this case number.
  
  We sincerely apologize for the inconvenience that this has caused you and for the late response. I have personally taken the time to review your concern and your on going conversation with our supports, I can see that the relevant charge amounting $108.24 is for the renewal of your NETGEAR Armor Security - 1 Year subscription. There's an ongoing refund request for this subscription with case#******** and we have approved and finalized the refund as of today, 03/10/23. 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.
  
  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 Store purchases of new products, services and, memberships can be returned within 30 days. We are happy to work with you to find a resolution and process a replacement if necessary. If you would like me to have a technician contact you please let me know.
  
  We appreciate your understanding and thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:02/05/2023

  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.

  Approx 8:45 PM 2/5/23 We attempted to get our Netgear Wi-Fi extender setup. Using the Netgear customer support system the C.S employees remotes into our computer to setup the range extender. Soon after instead of setting up the extender we watched them open our Amazon and attempt to open a new credit card using our information. They became hostile when asked what they were doing and started working faster. We had to shut down the computer to stop them. I called them back and they would not make a report and would not transfer me to anyone helpful in the company. All numbers associated with the Netgear website are dead ends with full mailboxes. We had to freeze all accounts and hope they didnt get anything. Eventually they blocked my number after I demanded to talk to a higher up to settle this. The company is using fraudulent subcontractors to do its customer service and its very dangerous to anyone who may have had them remote in the past. Im highly disturbed by their business practices and if we find out later they did anything to cause damages financials I want them to pay for the time and money lost.

  Business Response

  Date: 02/11/2023

  Dear **************,
  
  My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally reviewed your complaint and your account, and I notice that there are no open support case numbers on your account. Perhaps the support you're contacting is different, or they're impersonating a NETGEAR.
  
  For Technical concerns, Technical experts are available 24/7, and reachable at the following numbers: 888-NETGEAR *************)
  
  For more warranty information, please click the link below: 
  
  *****************************************************************
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries. 
  
  Best Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support

• Initial Complaint

  Date:01/28/2023

  Type:Billing 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.

  Hello, I was charged for Netgear Armor subscription on 1/28/23 but, I have an active Armor subscription until October 21, 2023. I no longer possess the old router AC1750 Serial# ************* since I have purchased the Nighthawk AX11000 Serial# ************* in September 2022. Please issue a refund for the $106.34.

  Business Response

  Date: 02/13/2023

  Dear ****************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding Billing or Collection 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.
  
  I have personally taken the time to review your concern and I can see that your Armor Security - 1 Year with contract#******** automatically renewed last 1/28/2023. We have approved and finalized the refund for $106.34 back to your credit card as of today, 02/13/2023. 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.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 02/21/2023

   
  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. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2023

  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 PURCHASED A NETGEAR BLACKHAWK ROUTER FOR A CHURCH SOUND SYSTEM INSTALLATION THE COMPANY NEVER PUT IN WRITING THAT THE ROUTER NEED SECURITY SOFTWARE TO WORK THEY LIE AND GIVE YOU A FREE 30 DAY SECURITY SOFTWARE THAT THEY FORCE YOU TO BUY THE PROBLEM IS IM ONLY USING THE DEVICE AS A NETWORK AND WILL NEVER USE IT FOR INTERNET AND I DON'T NEED SECURITY SO NOW IM FORCED TO TELL MY CUSTOMERS I HAVE TO THROW ALL OF THERE ROUTERS IN THE ***** BECAUSE OF THE HIDDEN FEE THAT THEY CHARGE THIS A HORRIBLE BUSINESS IDEA 400 DEVICES ARE NOW JUNK

  Business Response

  Date: 01/26/2023

  Dear **************,
  
  My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you.
  
  Please be informed if the NETGEAR unit is not working. Please be advised that NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.
  
  NETGEAR webiste: ***************************************
  NETGEAR order return: ************************************************
  
  However, if you purchased from a NETGEAR authorized reseller. Please return to the store where you purchased the device.
  
  ********************** Warranty Return Policy: *****************************************************************
  
  Thank you.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:01/24/2023

  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.

  Please see the attachments. I have been attempting to get the product I paid for, the ***** protection, on my NETGEAR device for more than a month and 1/2. I had had 2 separate chats with the same individual, ***** as well as various support tickets opened ((and closed) for this issue but, despite assurances it will be taken care of, it remains an open/unresolved issue.

  Business Response

  Date: 01/27/2023

  Dear ********************,
  
  My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally reviewed your account and I noticed that you paid for Armor security. Please allow us 3-5 business days to activate the contract.
  
  I'll keep you updated as soon as we complete the request.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:01/24/2023

  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.

  This claim is about NETGEAR pro support/warranty, Start Date 30 Dec 2022 I contacted/Netgear about CBR750 Modem (67A20A76A121D); they went through steps with me on the phone to try and identify Tec issues. They stated they could not find an issue with the modem and requested I contact my ISP ********** ******* came to my address on 3 Jan; they did find a few problems; they replaced all the cables to my home and retested. At this point, they recommend I contact Netgear for support for my CBR750 Issue. I called them while the ******* Tech was still @ my home and requested they both speak with each other. ******* *** explained this issue to Netgear Tec on the phone; the CBR750 had restarted on their network over 300 times. Afterwhich Netgear TECH guided me through a few other Tech issues to see if the problems could be resolved and gave me the following Case#********, informing me if the issue continued to please call back. I called them back because the issue was not fixed. They gave me an RMA number to send my old item, and they would send another (CBR750) within 72hrs. I did receive the item However, It's @ this point it has become a more significant issue. The item they sent was or should have been a new (CBR750); after receiving it on or about 10 Jan, I called ******* to give them the new SN so the item would be on my account. They could not see the modem on the network. I then called Netgear and gave them the above# I started out informing the Tec of the issue with my ISP. I also, inform the Tec this was not a new modem. Again the Tec took me through all the steps. From this point, I've been giving nothing but the runaround 13 Jan 2nd Case#******** today 24 Jan 3rd Case#********

  Business Response

  Date: 02/02/2023

  Dear **************,
  
  Good day! My name is **** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding replacement request 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 personally reviewed your concern and I can see that the *** number: ******* has been completed.
  
  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.
  
  The following link details product warranty information:
  *****************************************************************************************************
  
  According to our warranty policy:
  *************************************************************************************
  
  Technical experts are available 24/7, and reachable at the following numbers: 888-NETGEAR *************).
  
  Regards,
  
  **** ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:01/18/2023

  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.

  In November, 2022 I ordered a wi-fi mesh system from NetGear in the amount of $615.02 to replace my existing ************** and to maximize the internet capability in my house. Prior to ordering, I confirmed with Netgear that this product was compatible with **************** Upon receipt, I registered my product on December 4, 2022. I began to have problems within days where the modem/router would frequently drop the internet signal, causing frequent internet disruptions and cable TV disruptions as all my cable boxes are wi-fi based. I would have to call Netgear support repeatedly each time signal was dropped and troubleshoot issues with the ************** (at least two hours per call). Each time, they would make an adjustment to the ************** and ask that I call back with any continued issues. This became a revolving circle, fix, call back, wait, call back, fix etc.... Over a three week period, I spent approximately 35 hours on the phone with NetGear Support trying to remedy the problem. This internet issue also prevented me from continuing to work from my home. On my last attempt on the phone with Netgear support, the Orbi satellites would not connect. Again, after 1.5 hours on the phone I was told by the Netgear support member that this product was not going to work. My case number ******** was noted. I then called to seek a refund. When I called to process a refund, I was told that it was past 30 days and an approval was necessary from someone higher within the company. Are you kidding me....? Their own supper department kept having me call back to repair the issue and now you say I'm past 30 days for a return...? I am not accepting nothing short of a full refund! My time alone is worth more that what it cost to purchase this garbage item. This was on January 4th. I was told that I would receive an answer by January 7th. I have since called back multiple times to where I get the response "WE STILL HAVE NOT RECEIVED YOUR RETURN APPROVAL".

  Business Response

  Date: 01/23/2023

  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 your NETGEAR product 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 your NETGEAR order ******* has been approved today to proceed with refund. The *** (Return Merchandise Authorization) has been created for you to return the defective unit. As instructed by ******* under case#********, you will receive the prepaid label to your email address within 24 hours. Once we have the unit, the refund will be automatically processed and will be refunded back to the same payment method used to purchase the product.
  
  Please allow us to extend our sincere and deepest apologies if you experienced this such kind of issue with the NETGEAR product and for all the delays for this to be processed. The reason why we need to obtain approval for this refund, it's because the refund option will no longer be available from our end and we need to get manually approved by the concerned department. Rest assured that this will be processed once we have your defective unit.
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  In 2021, I was charged directly from my bank account for a service that I didn't approve. I reached out to Netgear and requested that this stop immediately and that they stop using alternative methods to charge me for auto renewal on a product I no longer wanted by bypassing the credit card i stored on file (which was no longer valid) and using the payment method I signed up with that I had not approved for auto renewal - my checking/paypal account.The ************* me that this would not happen again. I also requested that all of my data be deleted and filed forms to ensure this occurred. This case number was ********. However, in 2022 (1 year exactly to the date of the auto renewal) this company not only tried to charge my card again and auto renew the service I had specifically told them to stop trying to charge me for, but also had clearly not deleted my data. I have communications with their customer service department and asked that this stop - again - and now no one is responding and I am not comfortable with how they have handled my data and their lack of communication on the matter and follow up. Case number is: ********. I would like confirmation that my data has COMPLETELY been deleted from the system. My consumer rights are in violation and their lack of response is making even more uncomfortable with knowing they ever had any of my information to begin with. Abigale from customer service assured me she would confirm when my data was deleted and I haven't heard back in several weeks even after I had reached out. I have a deletion notification from over a year ago and communication from their customer service team outlining that they are still working on deleting all of my data a year later.

  Business Response

  Date: 01/24/2023

  Dear Ms. ******************* name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally reviewed your account and found that there was no payment collected and that there will be no future charges.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  According to our warranty policy:
  
  *************************************************************************************
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support