Stay away from Newegg!

[dunlop]

I like alot of folks, bought my equipment exclusively from New Egg. Their processing and shipping are great and the prices are outstanding. I have spent over $5000 this year alone at New Egg.

What I didn't know, until now, is their horrendous RMA policy.

Simply put, if they ship you the wrong/damaged product, YOU pay to ship it back before you ever get the correct item. That's right. You pay them TWICE for shipping. This is INSANE!

Companies like Dell and HP acknowledge their screwups by first shipping the correct/undamaged item with the return label inside the box so the customer doesn't flip the bill for their screw up.

But not New Egg. If they screw it up, YOU pay AND you have to WAIT for the screw up to be fixed.

Truly a lousy policy. What are they afraid of, not getting the damaged item back? THEY ALREADY HAVE THE CREDIT CARD INFO...THE CAN JUST CHARGE FOR IT!

Trust me on this, this is customer servce at it's worst.

I suggest to all New Egg customers, that you email New Egg and tell them you want this policy to change.

Send your emails to service@newegg.com and tell them that it's the SELLERS obligation to fix the problem, not the buyer.

[dunlop]

An hour after my rant, I contacted customer support representive of New Egg by phone regarding their return policy. I was assured that the customer was not to be held accountable for shipping charges for returned items. The support rep then credited my account for the shipping amount.

I was then contacted by another New Egg representitive who saw my posting on THIS board. The New Egg rep went out of his way to express their regrets about this issue and was kind enough to offer to ship me my original order immediately overnight, before they receive the incorrect item back.

He went on to state that they hold their customers in the highest regard and he was truly sorry that there was any confusion regarding this matter.

So, I'll be brief in reply.....I was wrong.

New Egg is indeed the best. The rest of the retail world could learn a thing or two from New Egg about customer relations.

(Learn from this boys and girls, the squeaky wheel gets the grease)

ROCK ON NEW EGG!

[mikerios]

I just had a 1500 dollar plus order, everything was well packed, everthing worked first time out of the box, no DOAs what so ever, my only quip is there refusal to ship to any address other than that listed on the credit card or paypal account, Radioshack ships where ever, PC Club does, and Frozen CPU does, as I am not home to get the package and it's better to have it shipped to my office where there is always someone there during business hours. I got lucky and managed to just catch the Fed Ex guy at the days end, To their Credit I placed my order on a Thursday morning, it shipped out that day and had it Friday at 5pm ( via Fed 2nd day option ). For my next purchase I guess I'll have to go through the whole try to cath the Fed Ex guy as I am not crazy about leaving 1500 dollar orders on the front step like UPS will.

[Steve R Jones]

I like the security feature that Newegg won't ship to anyone's address that happens to have stolen my credit card.

All you have to do is call the CC company and add the second shipping address. Takes five minutes.

[alanlane]

It is great that dunlop had his problem resolved. To be honest, I fail to understand newegg's whimsical customer service policy.

In my case, they fraudulently billed my credit card for a transaction that I was informed could not be processed. They shipped the merchandise and are unwilling to reverse the charge until they receive it back. This is understandable, yet they refuse to pay for return shipping in advance. They claim they "are unable to issue return shipping credit in advance before we received the return." This is not a simple return of an unwanted item. They processed this transaction in error! Now they see it as simply another opportunity to play the "float game" with customer money.

Now after the experience dunlop posted here, the claim about shipping appears as an outright lie. I realize that errors happen. I would have been more than satisfied, if they would have simply credited the return shipping to my account. Their absolute refusal removes this from the realm of error to fraud. In such a matter, I fail to see any other recourse but to file a complaint to that effect with my financial institution, as well as the Better Business Bureau and Federal Trade Commission.

Once upon a time, I remember a company that set the standard for customer service called Dell. Now, many would say otherwise. Unfortunately, newegg appears to be headed in the same direction. Perhaps the time is right for them to start promoting their chiefvalue spinnoff.

Again, best of luck ordering from newegg. Sure I received awesome service for a long time, but they more than make up for it when things go wrong. No company can have enough "deposited in their goodwill bank" to overcome such horrible customer service.

[lenjack]

I just wonder sometimes if some of the anti Newegg stuff I see might possibly be planted by it's competitors. I have no reason to doubt the folks who posted here, but sometimes I wonder.

[alanlane]

Do not get me wrong, I have received excellent service from newegg in the past. However, they are not infallible. Newegg's strength has always been their ability to "fix mistakes." When a company mistakenly bills your credit card they should accept their mistake and bend over backwards to correct it, not make it such a hassle. What really upsets me is that a company that will do this, is treating the person they "stole from" as if they are the ones that are untrustworthy.

It is disconcerting that when people try to point out that newegg is just as capable of mistakes as anyone else, it is viewed as some sort of blasphemy. Sorry, but it is the truth. This is by far the worst experience I have ever had online, ebay included.

As for the competition planting negative reviews, perhaps. It is just as likely that the postive reviews have been planted. It is a well-documented fact that newegg censors negative reviews of products on their site.

[Kelly T]

I've been newegg customer for the last couple years and I never had any problems with my orders & returns.

[Deek666]

Good products and customer service. I've been a customer for about 2 years.

[Mcap214]

I do not mean to bash NewEgg or stop people from shopping there, but there are some things shoppers should know about NewEgg.

The Intel Core 2 Duo cpu is in very high demand right now, and NewEgg received a shipment on 8/14. They had the ETA on the page for the item and the time was accurate to within 10 minutes. Very nice. But the several people that were lucky enough to order one paid a premium for that ETA.
NewEgg was selling the E6600 for $459, $60 more then ZZF or TD.
I did not care though because both ZZF and TD had burned me over the last week over this item and I really wanted to get the machine I am building complete.

The part that drives me #$%#%#% is that NewEgg DROPPED the price down to $360 as soon as they were out of stock.
I understand supply and demand, and I expect them to raise the price again when they get another shipment, but I can not help but feel they are telling customers to go #$#%# themselves.