Netgear wont send me my product I ordered!

Question

I think it's important to post this as I've reached out more than 6x now with no resolution.&nbsp;
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I ordered on 2/3 (Order #xxxxxxx) a Orbi Mesh WiFi 6 System - Ax5400 router and had paid extra for 2 day shipping. I was expecting my order to arrive no later than 2/5. I had a router that went bad and desperately needed this to come asap as I work from home in Cyber Security and I need to have efficient and secure internet at home. Well, 2/5 comes - no router.&nbsp; It appeared my item was still sitting in CA. I open up a support case immediately (see below case number xxxxxxxx) and I have now had to call in at least 5x and I keep getting the same run around - that my item is being 'investigated' and there is nothing more that Netgear can do.&nbsp;
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It has now been 15 days since I placed this urgent order and now FedEx is calling me to provide them a description of the box and the serial number (that I don't have, because again no product!) and they asked me to call Netgear back for the 6th time to have you all fix the issue as FedEx has deemed this box lost. I have been getting the runaround for way too long and to say I am very frustrated is an understatement. I had to buy a cheap router to use while I wait for this, and I have wasted hours calling in to request you all to send me a router overnight for which no one will do. I have also asked for this to be escalated and for a supervisor to call. Unfortunately, my confidence in Netgear is lacking.
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I am opening another ticket on this but putting this out there in hopes someone in management would actually call me as I have asked for a supervisor to reach out and nothing. Calling the main number and opening cases hasn't done a thing. I"m now out over $300.&nbsp; Its been really unprofessional and frustrating to say the least working with Netgear. I also asked to speak to a supervisor - and nothing...Can someone at Netgear please help me!?

KevinLiT · Answer

Hello cschulze7,Welcome to the NETGEAR Community!I am sorry that you are having issues with your recent order. I noted your case number and personally endorsed you to our experts for support. Please monitor your email for contact attempts from our expert team. For your security I removed both your order number and case number from this post. Best,KevinCommunity Team

cschulze7 · Answer

Thank you. I still haven’t heard from anyone and i have no idea when i will. Can you please let me know? Now no one is even replying to my ticket. I call and get no where. I feel Netgear has stolen money from me. I’m incredibly frustrated.

Please me know.

Thanks,

Crystal

cschulze7 · Answer

Hi,I still haven’t heard from anyone. Can you please ping them again and ask them to call me ASAP on Monday?

KevinLiT · Answer

Hello cschulze7,
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Thank you for the update!
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Our experts are actively analyzing your case to come up with a resolution. Upon reaching a resolution you will be contacted in regards to the next steps. In the mean time please continue to monitor your email for contact attempts from our experts.
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Best,
Kevin&nbsp;
Community Team

cschulze7 · Answer

Hi. Clearly this isnt being resolved. I have exhausted so much of my valuable time trying to get this resolved. I hope this is a message to everyone to not buy direct from Netgear. This has been such a nightmare. I once again updated my case per the voicemail the supervisor left (which btw, first time a supervisor called me in 3.5 weeks).I was told I had no choice but to open a CLAIM with FedEx. As a customer, this is always done by the shipper. Which, in this case, would be Netgear. Whatever the case, i've wasted over a full business day for the last 3.5 weeks on multiple calls, emails, reports, etc on this problem; what is another hour calling FedEx to do this. I take the time to open this claim, and FedEx (rightfully so) denied my claim this morning. They said their policy is for the SENDER / SHIPPER (aka Netgear) to open this claim! OR, I'd have to get written approval from Netgear to open this claim...I am NOT doing that. That is so backwards at this point. I shared the email in my case. Again, they know the package is lost - Netgear knows its lost! However, FedEx doesn't know if you all sent me a replacement in the meantime while the investigation was working - which is 100% common with every other company I've dealt with.Netgear is unlike any other company I have ever worked with. This would've been resolved 3 weeks ago. Regardless, as I have stated. Please refund me and figure this out on your own. I"m done dealing with this and i'm reporting you further to more places because you have essentially stolen money from me. I'm going elsewhere. I am done.&nbsp;&nbsp;Mentioning this here in case you can expedite it. I have zero faith in Netgear getting things done at this point.

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Netgear wont send me my product I ordered!

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