newegg, UPS lost/stole package

[kasra007]

I ordered a laptop on 3/16 and it got shipped out very quickly as it always does. The laptop was supposedly delivered on 3/21 but no sign of it. I checked the tracking # and it said left at front door!

How convinent.. what i don't understand to begin with is why they didn't require signature on the laptop to begin with?

The asnwer i get: We have a contract with UPS and we can't offer signature on this package

What i get from this: Newgg is cutting corners and trying to save money and in result provide bad customer experience.

I go ahead and file a claim and they tell me 7-10 days!

So the laptop ordered on the 16th, and not its the 28th. THATS already 12 days and i have to wait an extra 7-10 days?

I ask for a rush replacement and i get told that they can't go ahead and issue one until the claim is resolved.

So i am being told to wait 22 days for a laptop that i would have received if it require signature confirmation.

Another thing that makes me even more disappointed, i ask them if they can require signature on the repalcement (god knows when that will get sent out), and i get told again they can't!!

I can't believe this..so the package got lost and that would have been prevent by spending extra $1-2 by requiring a signature and YET again they won't require one either for the replacement. This is really sad to hear..

You know i get the fact that this is all your "Policies" but there comes a point where providing customer service is what makes a company exceptional. I'll be honest i love newegg and i used them on a daily basis to purchase from them, I have spent a lot of money on their website and this is what i get?

I have always loved working with newegg, shipping is always fast and prices are always great but now i am really ticked off that i have to wait 22 days because newegg wanted to go the cheap route and save money by not offering signature confirmation.



Thats all i have to say.

[bi01]

Dear kasra007,

I want to apologize for the inconvenience this situation has caused. Unfortunately, shipping claims for stolen packages require investigation and can cause delays. I assure you that Newegg is committed to providing it’s customers with the best shopping experience possible and encourage you to please PM me with your Sales order details to have this claim expedited. I’m sure we can resolve this matter to your complete satisfaction.

Thank you,

Newegg.com

[frostbitetwice]

Thank you, New Egg....

This post just shows how great of an etailer you are!!!!

[flipper812002]

I happen to know that UPS will NOT leave a package at your front door unless at sometime or another you have signed a release form. In the 1000 deliveries i have gotten in the past 5 years not one package has been left at my front door and they will come back up to three times in order to deliver it.

I would check with UPS and cancel any release form that you might have signed. They at some point left a tag on your front door and you signed it so they could leave it at the door. Your problem isnt newegg at all it is with UPS.

That is why newegg has to wait that many days for the claim to be investigated. If UPS doesnt have a release signed by you then UPS will pay newegg to replace it. If they do have a release form then all they have to do is fax it to newegg and then it is up to newegg on what to do.

Either way it is no reason to be upset by newegg over it as they will take care of it.

[RobRich]

Originally Posted by flipper812002

I happen to know that UPS will NOT leave a package at your front door unless at sometime or another you have signed a release form. In the 1000 deliveries i have gotten in the past 5 years not one package has been left at my front door and they will come back up to three times in order to deliver it.

Perhaps you have never lived in a rural or suburban area? UPS has no signed release for my deliveries, yet routinely leaves packages not requiring signature confirmation at my front door, ranging from a box of DVDs up to even a HP Itanium system. I am not complaining, as I am usually home during deliveries, but just pointing out that door drops without a release can and do happen.

[frostbitetwice]

Originally Posted by RobRich

Perhaps you have never lived in a rural or suburban area? UPS has no signed release for my deliveries, yet routinely leaves packages not requiring signature confirmation at my front door, ranging from a box of DVDs up to even a HP Itanium system. I am not complaining, as I am usually home during deliveries, but just pointing out that door drops without a release can and do happen.

Correct, RR....We try to get the etailer to have UPS ring the door bell, that is how quick and silent they are...

Only when I order ammo, did I have to sign a release...

[flipper812002]

I know it happens Rob which is why i said newegg needs a few days to get the claim. When ups cant show a release its on them.

[tcpflorida]

If you have a problem with UPS how is that NewEggs fault? You are placing the problem of UPS onto NewEgg.

If you suspect foul play by UPS you can request hold for pickup at the nearest UPS depot. Here you will have to provide positive ID in order to pickup the package. Also have you considered the fact that someone stole the package off your front porch?

[DarraK]

Originally Posted by flipper812002

I happen to know that UPS will NOT leave a package at your front door unless at sometime or another you have signed a release form. In the 1000 deliveries i have gotten in the past 5 years not one package has been left at my front door and they will come back up to three times in order to deliver it.

I would check with UPS and cancel any release form that you might have signed. They at some point left a tag on your front door and you signed it so they could leave it at the door. Your problem isnt newegg at all it is with UPS.

That is why newegg has to wait that many days for the claim to be investigated. If UPS doesnt have a release signed by you then UPS will pay newegg to replace it. If they do have a release form then all they have to do is fax it to newegg and then it is up to newegg on what to do.

Either way it is no reason to be upset by newegg over it as they will take care of it.

Actually I've had this happen more times than not. Our UPS driver barely gets out of the car and tosses the package somewhat in the direction of our door and takes off. About 25% of the time the package is for a different address.