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:10/10/2022

  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 an Orbi CBR750 modem router system for over $500 on July 1, 2022 (this year). We set it up and immediately had issues with the device dropping internet connection every day and requiring a power cycle to get it back up.
  
  My dad called Netgear on the 24th of July as he works and was unable to do it sooner. They ran us though some troubleshooting steps and then blamed it on our ISP (Xfinity) and told us to call them instead. The issue was kind of put on hold here because of time constraints due to his work. I was able to purchase a different modem router and tried it with the same coax cable for Xfinity that the Orbi was using, and the new router had no issues at all. It was 100% NOT an xfinity issue.
  
  I then called Netgear (starting in Sept) and explained that we had already been through all of the troubleshooting steps they previously recommended and it was still not working, as well as the fact that a different router works fine on the cable that the Orbi was messing up with. The agent basically ignored everything I said and made me go through the troubleshooting again and at the end told me to wait 24 hours and call back, at which point he said they would replace it.
  
  I called back in 24 hours and found out that since the original agent had closed the case, that the new guy couldn't access it and had to go through the troubleshooting steps again as well as the wait 24 hours thing.
  We did this 3-4 times and this last time today I just gave up. They are obviously holding me off until the warranty period is over and then they can deny my claim, despite the fact that this issue has been happening SINCE WE PURCHASED THE DEVICE.
  
  This has been 4 months that netgear has been putting us off and we just at this point want a refund for this faulty device. We do not wish to continue working with the company.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Dear **********,
  
  My name is ****. I am a Customer Care Advocate for NETGEAR Inc.
  
  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. is able to replace products found to be defective with the same model if within warranty.
  
  As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy.
  
  For more information about NETGEAR warranty policy, please visit link below:
  http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166
  
  While NETGEAR 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.
  
  Technical experts are available 24/7, and reachable at the following numbers: 888-NETGEAR ***************
  
  I apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Yours in Service,
  
  **** *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have been through all of the troubleshooting your techs wanted us to do, multiple times. I'd like at the very least, if not a refund, a replacement.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear **********,
  
  Please provide the email address associated with your NETGEAR device. If the unit is faulty, I will process a replacement.
  
  I look forward to your response.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  the email address is *******************.
  
  
  Business Response /* (4000, 13, 2022/11/07) */
  Dear **********,
  
  Thank you for your reply. This is my assessment base on the case number and documentations.
  
  I noticed on case number ******** that our technical support team advised you to contact your Internet service provider because your main problem is intermittent connections.
  
  I can initiate a replacement for your device, however there is no guarantee that your problems will be resolved after we replace the unit.
  
  Thank you for your understanding.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/03/2022

  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.

  On 9/27\22 was charged $74.00 for netgear ***** after I had asked to have the service canceled. On 9/3022 received an email that my service was canceled on 9/27/22 but I have not received a refund as of 10/3/22. There is no option available either online or via phone, to contact a representative regarding a refund.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Dear Mr.******* ,
  
  My name is*****. I am a Customer Care Advocate of NETGEAR, Inc. 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.
  
  We have approved and finalized the request for $74.36 back to your credit card as of 10/9/2022. Please check with your bank to confirm it.
  
  Your case number ********.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/03/2022

  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.

  Order *******. Due to late arrival part had to return these two weeks ago but as of right now still have not received my refund back
  
  Created case number with CS but received no to very generic response.
  
  Please escalate my refund asap.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Dear ****** ,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I am contacting you in regards to order number *******.
  
  Please be informed that we have approved and finalized the request for $2,129.99 back to your credit card as of 10/12/2022. 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.
  
  Your case number ********.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Thank you.
  
  Regards,
  
  *********** S.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/01/2022

  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 have the r7000, and it's always worked perfectly fine I've owned other Netgear products and have helped many people with installing them, but I have no idea the r7000 doesn't run the way it used to. Everything runs slow, and I have a high-speed Internet provider.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Dear ************,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. 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 noticed in your account that this is your first contact with NETGEAR. For troubleshooting, please contact our support team first.
  
  Technical experts are available 24/7, and reachable at the following numbers: *****************************
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, I just got off the phone with a rep, and she's also unable to help me. Will you please give me a call at************? This is affecting my work as it keeps glitching. Your products aren't cheap, and they shouldn't just go out like mine.
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  Dear ************,
  
  Our senior technical support team will contact you during PST business hours.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  *************.
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any phone calls from netgear.
  
  
  Business Response /* (4000, 13, 2022/11/02) */
  Dear ************,
  
  You spoke with our Technical support representative on 10/17/2022, and they performed a factory reset on your router; however, the issues persist.
  
  We regret that we are unable to process a replacement unit because your hardware warranty has expired.
  
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Thank you for your understanding.
  
  Regards,
  
  *************.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NETGEAR is obligated under the terms of the warranty agreement to provide a "next business day" (NBD) replacement for contracted customers. I have a faulty switch, which I contacted netgear support regarding. After performing the troubleshooting, we determined it was a hardware failure and needed replacement. During the RMA phase, I chose the NBD option, and was in fact told to do so by the NETGEAR representative I spoke with.
  
  I was then put into some kind of "RMA Review"- where I was asked to provide a proof of purchase and photos of the switch showing the serial number. I quickly did this and sent them more than what they asked for. They then ceased communication with me entirely- I could get no response from support. Eventually I called in and spoke to a representative who told me she would process the RMA immediately and call me back with the details. That never happened.
  
  Instead, my RMA was cancelled and a new RMA created- one using "standard swap"- where I have to pay an ungodly amount of money to ship this massive switch to NETGEAR, prior to receiving a replacement. This is a direct contradiction of the terms of the warranty that came along with this switch, and moreover demonstrates a lack of concern for their business customers they claim to support.
  
  I am requesting a NBD replacement, as described by the NETGEAR Prosafe warranty for this switch. Attached here are yet again, a proof of purchase, and photos of the switch showing the serial number.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Dear Mr. *******,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement. 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 found that your RMA number ******* was refused due to a system restriction. However, we may still process a replacement for you through an alternate approach, which is standard swap exchange; in fact, we have already provided a return label for you to send the faulty unit to NETGEAR.
  
  Swap Exchange:
  
  This option allows you to return the defective unit to the RMA fulfillment center. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out in one business day via ground services.
  
  For more warranty information, please click the link below:
  **************************************************
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/30/2022

  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 was given a brand new Netgear Meural Canvas II (MC321HW) as a birthday present. It was defective and wouldn't start up when turned on. After back and forth troubleshooting with support, I was given an RMA to return it for an exchange, but I had to pay for the postage. Because I needed to have tracking and insurance, it cost me $55 to return a product that was sold in a defective condition. I think that Netgear should have provided a prepaid mailing label to return the product, since it shouldn't have been sold in that condition in the first place.
  
  I am seeking a refund of the shipping cost of $55.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Dear ***********,
  
  My name is John. I am a Customer Care Advocate of NETGEAR, Inc. 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.
  
  We regret that we are unable to process a shipping fee refund because the customer is generally responsible for the shipping fee to return the equipment to NETGEAR.
  
  Swap Exchange:
  
  This option allows you to return the defective unit to the RMA fulfillment center. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out in one business day via ground services.
  
  For more warranty information, please click the link below:
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is their generic answer - "the customer is generally responsible..." because it is their policy. I believe their policy is wrong. It's a bad business decision that should be changed and it is changeable. They create multiples more illwill through this penny-pinching return policy than the goodwill they spend a great deal of money attempting to create in the first place. A customer who has been sold a brand new product that is defective from new has been sold a product that is not fit for purpose. It should not be the customer's financial responsibility to obtain a brand new working unit that they were entitled to in the first place. If Netgear does not refund the shipping costs I incurred, I will pursue the matter through the Small Claims Court. It will end up costing them a lot more than the $55 I believe I am entitled to.
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  Dear ***********,
  
  Please be advised that we have a warranty replacement policy:
  
  Warranty replacement procedure no. 5:
  
  Send the product to the RMA fulfillment address given by customer support. Clearly write your RMA number on the outside of the package you are returning. Customers are responsible for the freight charges to NETGEAR. We suggest using a carrier that provides tracking information. NETGEAR is not responsible for packages lost in transit to NETGEAR. The replacement product is shipped by ground with shipping charges prepaid. Expedited shipping is available at extra cost.
  
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/29/2022

  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 have followed all Netgear recommendation and it kept putting me in circles. and there is NO SUPPORT !!! i purchased ARMOR and no support there !! SCAMMMMMMMMMMMM!
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Dear **. ********,
  
  I hope you are well.
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. 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'll be more than happy to assist you with your problems. Please let us know about any problems you are having with your Armor Security.
  
  Your case number ********.
  
  I look forward to your response.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/29/2022

  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 Modem Router from Bestbuy just recently and called Netgear to help me set it up plus I purchased a pro protect plan from them that covers the equipment for two years. This plan also has unlimited tech support. Well, I had issues with the equipment ever since I installed it so I called and spoke to tech support to explain my problem so the person that was helping me didn't even seem interested in helping me based on her attitude so she had me do a reset and a couple other things and it didn't work so I returned this modem router to Best Buy. I called NetGear back to explain I returned the equipment so I wanted to get my ProTech plan refund back since I don't own the equipment anymore and they said they would refund me. Well, 3 weeks later still no refund and I've called them several times and always get the run around because they always say it's being reviewed for management approval. I just decided to dispute this transaction with my bank. Never again will I ever purchase their products!
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Dear *************
  
  My name is John. I am a Customer Care Advocate of NETGEAR, Inc. 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.
  
  Please be informed that your refund request is currently being processed. I'll notify you within 3-5 business days and provide an update once the refund has been processed.
  
  Your case number is**********
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded my money and I'm satisfied with their response
  
  Thank you again!

• Initial Complaint

  Date:09/27/2022

  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.

  Sep. 2021 I had to process an Orbi Modem exchange because my original one was faulty. After receiving the new modem, I submitted a request to transfer my existing Netgear Parental Controls subscription to my new modem. Customer support stated that they transferred it but in the process I was charged again for a new subscription (presumably still linked to the old modem). I contacted customer support for a refund of that new charge but never received a response and ultimately had to file a dispute through my credit card. One year later, Sep. 20, 2022 Netgear charged me $77.20 for auto-renewing the second/duplicate subscription that they had enrolled me in erroneously when transferring my original subscription. Their system provides no way for me to manage, access, or cancel that subscription as it is tied to my previous modem which I no longer possess. I have contacted their customer support via email immediately after the charge occurred and have since sent two follow up emails. I have not received any response from Netgear. My email conversations about the refund request in 2021 and in 2022 are attached. I seek a refund for the subscription renewal charge and ask that Netgear cancels any auto-renewal charges for that subscription moving forward.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Dear ***********
  
  My name is John. I am a Customer Care Advocate of NETGEAR, Inc. 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'm writing to inform you that your refund request is currently being processed. I'll notify you within 3-5 business days and provide an update once the refund has been processed.
  
  Your case number is ********.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)