Stay away from Newegg!

[qwjm]

Like some others, I have used Newegg MANY MANY times.
If your order goes through without problems, you'll be satisfied.

If your experience is like my current one, you may want to consider another retailer.

I ordered an new Samsung flat panel monitor with 3 day shipping. My order was promptly LOST! All I could get from Newegg was UPS 'Billing information received'.

Called Newegg on third day (still no tracking data on Newegg or UPS) and got hold of pleasant person who promptly blew me off, said 'Wait another 48 hours'. So I waited another day.

Day 4 checked tracking, still lost. I went on line chat method this time (at least had a copy of the conversation). Nice enough rep placed an internal order to replace my LOST monitor and told me thanks.

Day 5 checked tracking, still lost. Replacement order still in step 1 (the rep didn't mention any DELAYS!! Went on line chat again, new guy says 3 to 5 business day delay on replacement order processing. Okay, I'm now 5 days into a guaranteed 3 day shipping. Asked new guy for options. He suggests canceling the replacement order, I place a new order (old order is still lost) and the rep tells me that he 'Requested a refund for my 'lost' order'. Whew! Think things are better NOT!

Day 6, new monitor arrives (rush, next day shipping). I'm a happy guy.... NOT! No credit to my account for the 'lost' monitor! Well maybe I'll have to wait, all too true.

Day 7, lost monitor shows up on my porch! TROUBLE REALLY BEGINS!!! Contact newegg on line again to return 'lost' monitor. Nice enough rep emails me an RMA (fair enough) but does not include shipping (I didn't notice until I had concluded the on line chat).

Sooo contacted newegg AGAIN, nice enough rep says will credit my acount $15 for shipping, okay, I ship the monitor back to newegg.

STILL NO CREDIT TO MY ACCOUNT FOR THE MONITOR OR SHIPPING!!


BE VERY AFRAID IF YOU HAVE A LOST ORDER WITH NEWEGG!!!!!

Sorry for the long post, just needed to vent.

[grangerfx]

Allow me to gush about New Egg. They almost always have the lowest prices and when they don't I am happy to pay a few $$ more for their excellent service. I had to RMA one item from them which was due to my own mistake. I had to pay a restocking fee but everything was handled very professionally. I flat out love buying from this company.

[Peter Cornstalk]

Originally Posted by qwjm

Like some others, I have used Newegg MANY MANY times.
If your order goes through without problems, you'll be satisfied.

If your experience is like my current one, you may want to consider another retailer.

I ordered an new Samsung flat panel monitor with 3 day shipping. My order was promptly LOST! All I could get from Newegg was UPS 'Billing information received'.

Called Newegg on third day (still no tracking data on Newegg or UPS) and got hold of pleasant person who promptly blew me off, said 'Wait another 48 hours'. So I waited another day.

Day 4 checked tracking, still lost. I went on line chat method this time (at least had a copy of the conversation). Nice enough rep placed an internal order to replace my LOST monitor and told me thanks.

Day 5 checked tracking, still lost. Replacement order still in step 1 (the rep didn't mention any DELAYS!! Went on line chat again, new guy says 3 to 5 business day delay on replacement order processing. Okay, I'm now 5 days into a guaranteed 3 day shipping. Asked new guy for options. He suggests canceling the replacement order, I place a new order (old order is still lost) and the rep tells me that he 'Requested a refund for my 'lost' order'. Whew! Think things are better NOT!

Day 6, new monitor arrives (rush, next day shipping). I'm a happy guy.... NOT! No credit to my account for the 'lost' monitor! Well maybe I'll have to wait, all too true.

Day 7, lost monitor shows up on my porch! TROUBLE REALLY BEGINS!!! Contact newegg on line again to return 'lost' monitor. Nice enough rep emails me an RMA (fair enough) but does not include shipping (I didn't notice until I had concluded the on line chat).

Sooo contacted newegg AGAIN, nice enough rep says will credit my acount $15 for shipping, okay, I ship the monitor back to newegg.

STILL NO CREDIT TO MY ACCOUNT FOR THE MONITOR OR SHIPPING!!


BE VERY AFRAID IF YOU HAVE A LOST ORDER WITH NEWEGG!!!!!

Sorry for the long post, just needed to vent.

If UPS lost the shipping what is NewEgg supposed to do about it? They can't change the laws of physics. Lost shipping is UPS fault.

There was no reason not to wait like the rep asked... nothing wrong with that.

It is not like they can keep your money if you used a credit card. You will get your credit but they will probably wait until their monitor is back to issue it... for all they know you could try to keep it without sending it back and then charge back on them. Did you ever think of that?

Let us know if they refuse to issue your credit after they receive the monitor back.

[qwjm]

"If UPS lost the shipping what is NewEgg supposed to do about it? They can't change the laws of physics. Lost shipping is UPS fault.

There was no reason not to wait like the rep asked... nothing wrong with that.

It is not like they can keep your money if you used a credit card. You will get your credit but they will probably wait until their monitor is back to issue it... for all they know you could try to keep it without sending it back and then charge back on them. Did you ever think of that?

Let us know if they refuse to issue your credit after they receive the monitor back."

Actually, when I contacted Newegg, they could not tell me if they lost the monitor or if UPS lost the monitor.

Seems to me, if Newegg wants to be known for great customer service, all options should be presented when a custome asks for help. Shipping credit for lost items should be AUTOMATIC! (After all, I didn't lose the shipment!)

Long story short, I still have not seen the credit to my cc account. (by the way, newegg has received the rma)

I say, don't be too quick to defend a merchant.

[frostbitetwice]

Originally Posted by Peter Cornstalk

If UPS lost the shipping what is NewEgg supposed to do about it? They can't change the laws of physics. Lost shipping is UPS fault.

Cornstalk, I can not agree with you on this issue. If the vendor does not deliver the product in a reasonable time (such as lost in shipment) they have to make the customer whole and them subjugate the shipper.

[neweggnewbie]

My son and I were looking for a videogame that he wanted and found it was at the best price at New Egg. We placed the order from their website and the pkg arrived in 2 days. We were very happy until we opened the pkg to find a pair of head phones! I immediately called New Egg and they told me that they would ship the videogame out that day and that we should get the game in 2-3 business days. Well the pkg arrived today and low and behold, another set of headphones! Since I opened the pkg after dinner, I thought I would call them but to no avail they do not have holiday hours. I will call tomorrow first thing to see what can be done. Hope fully three times the charm!

[Peter Cornstalk]

Originally Posted by frostbitetwice

Cornstalk, I can not agree with you on this issue. If the vendor does not deliver the product in a reasonable time (such as lost in shipment) they have to make the customer whole and them subjugate the shipper.

Like you say, "reasonable time". It is not unreasonable to wait 48 - 72 hours for a package to be found unless they specifically guarantee a delivery period that is shorter than this in their terms. Also, waiting until the merchandise is returned before getting credit is not unreasonable either.

Everyone thinks that they should have instant gratification... that is difficult to live up to when you are shipping things cross country on 3rd party carriers.

[boostedtsi]

Originally Posted by Peter Cornstalk

Like you say, "reasonable time". It is not unreasonable to wait 48 - 72 hours for a package to be found unless they specifically guarantee a delivery period that is shorter than this in their terms. Also, waiting until the merchandise is returned before getting credit is not unreasonable either.

Everyone thinks that they should have instant gratification... that is difficult to live up to when you are shipping things cross country on 3rd party carriers.

It is called they tell inform UPS they want a call back on that tracking number. This states that if the package is found it is returned to NE.
Once UPS declares they do not know where it is, That is what needs to be done immediately. PERIOD.

Then once that is done, NE then promptly ships a replacement order to the customer. PERIOD.

The refund dealing with lost shipment needs to be done immediately or the reshipment needs to NOT be charged. Period. No where in this situation has the customer been at fault so why hold their money?

If NE does things correctly and informs UPS of the recall on that tracking number the next time it is scanned ANYWHERE it will be redirected to NE.

This is not about instant gratification, this is about people doing what they are supposed to do when and if something goes wrong.

I the customer should NOT be held responsible for anything that happens to the package before I accept delivery. I do not care if the the store lost the order, or the shipper losses the package, I am not responsible for any of it. I as the customer have no control. That being said (this just does not go for NE but retailers as a whole) the retailer needs to abide by what I said above.
Doing that is customer service. Not 'holding the refund' until the parts show up somewhere, that is simply ludicrous and stupid.

That is like saying I will go ahead and pay you, even though I may never get the parts... it makes -0- sense at all.

If the carrier says they have lost the shipment (and with what they use now I do not see how misplaced/on wrong truck sure, but lost?) then the retailer needs to do what needs to be done.

[Peter Cornstalk]

I don't see anywhere on their TERMS that payment will be funded immediately if the package is late... as a matter of fact they make no delivery guarantees, they only state a delivery scheduale So waiting a couple of days is no big deal. If it is on a credit card, they don't have your money really.

Your trying to make a mountain out of a mole hill.

[boostedtsi]

Originally Posted by Peter Cornstalk

I don't see anywhere on their TERMS that payment will be funded immediately if the package is late... as a matter of fact they make no delivery guarantees, they only state a delivery scheduale So waiting a couple of days is no big deal. If it is on a credit card, they don't have your money really.

Your trying to make a mountain out of a mole hill.

We are not talking about a late shipment. We are talking about a LOST one.

If it is on a credit card, yes they have the cash as soon as they run it the next business day. So yes they do have it REALLY. Just by using a CC YOU have more power to FORCE a refund if they do not step up and do the right thing. IE a charge back.

We are not blowing anything out of proportion, you still want to blame others not NE... or what they SHOULD do if things like this happen. At least try to keep up on what others are discussing...

And a note on shipping times...
FedEx and UPS have a maximum time frame of 3-5 working days on GROUND deliveries. Others, it clearly says, 3 day, 2 day or overnight. So if you pay for say 2nd day, and it takes 7 working days to get, something is wrong. If something is not delivered as stated, I call at the end of the delivery day to see where it is.
That is nothing special for a customer (3rd party or not) to want to know where their stuff is not there when it is supposed to be. And if the carrier says, we do not know, that is when the retailer needs to be informed so things can start to happen for it to be corrected.