My recent experience with Newegg.com has been an utter disaster. I had placed many orders with Newegg, and it seemed that they were reliable, fast and selected excellent products. Their customer service, however, is a different story. I have had two major incidents.  
 
First, I placed an order a few months ago and I was shipped two of everything I ordered. I was also double-billed. I figured it had been a minor mistake and knew that Newegg had a reputation for stellar customer service, so I dialed their 1-800 customer service number. I was placed on hold by a representative twice and then cut off. Next, I tried to e-mail their customer service department. I sent almost a dozen e-mails and did not receive a response (a month later, when I sent yet another, somebody finally got back to me). I tried to return the duplicate package to Newegg, at my own expense, but some of it was shipped back. I wrote my credit company in an attempt to get compensation for the duplicate charge, which I did receive. However, just recently, for reasons unknown, it was reversed.  
 
The second problem I had with Newegg.com was after I knew that I had been shipped duplicate orders, but figured that it was a simple mistake (little did I know) so I foolishly ordered more merchandise. I bought an LCD monitor and a hard drive, among other items. When the monitor arrived, it was physically dirty and missing its base. The hard drive was dead on arrival. I tried calling Newegg customer service again, to no avail. Thus, I shipped the products back to Newegg (again at my expense) and again some of them were returned.  
 
To date I still have charges on my credit card for some merchandise that I never ordered. After three months of frusteration, I am exploring various means of resolving this dispute. Please don't make my mistake, avoid Newegg at all costs. The good reviews can be deceptive.  
 
Since this review was posted, Newegg has made some efforts to reconcile. After five months I am down a lot of time, close to even with money and glad to be done with a marginal experience. Please take your money elsewhere.

This review was modified by its author, cadentsoul, on 9/22/05 9:02 PM.

I've purchased close to $10,000 worth of electronic equipment over the past years, and always relied on the default option of saver shipping, which until recently has been the "FedEx Saver." No matter where the origin was, this shipping method always rendered a speedy delivery, often resulting in receiving the package within 2 to 3 days. However, now Newegg has decided to "mask" their newest incarnation of the saver method, known as "Egg Saver" which boasts the same average shipping time as the FedEx saver, but as I have come to trust the quickness, I extended my previous experiences to it. Not only does this shipping method utilize multiple carriers, it failed to deliver a package traveling 350 miles in four days (I am still waiting for my package). At the present time, it's still not even close to my current place of residence, and will approach a full week from ordering date on Tuesday. I'm appalled at the level of service NewEgg has allowed themselves to associate with their name, and how cunningly they swapped. I feel deceived and ultimately betrayed in my trust of what I felt was a good way to ship product. If I had known the level of shipping NewEgg was peddling under their Free Super Saver Shipping I would've sprung for the extra twelve bucks and gotten someone reliable.  
 
I wish I would've known that your "Egg Saver" shipping was going to use the fly-by-night operation known as DHL. I would've never purchased that method, rather opting for a slightly more expensive and reliable shipping such as FedEx. Your FedEx saver, which I realize was always advertised as 2-5 days, never took more than 2, even across significant distance. This method managed to take (and continues to take) over 3 days to travel 350 miles. I could drive that in 4 hours. Your "Egg Saver" shipping, which apparently uses every carrier under the sun to arrive at it's destination, is the biggest let down I've ever had at your company. I'd rather you force people to use FedEx at a discount rate than tempt people with the "free" garbage Egg Saver. It's despicable how you've let your standards drop.

This review was modified by its author, snowman418, on 9/27/08 6:11 PM.

Wow.. I dont know why I ordered from this place again. I order on Saturday before delivery deadline, paid extra for rush order. I dont get any delivery info until Monday and that does not even work until late Tuesday. We are talking about a shipping distance of 30 miles. An item that could have been put in a padded envelope with a stamp or two and been here Monday. Now its Thursday and still no package. Their "Rush Order Processing" is BOGUS. I was informed they dont even ship on Saturday, yet they have no problem accepting the rush order fee for an item that has no chance of shipping out that day or the next. Newegg skimps anyway they can to boost their bottom line. My last two ordeals with them were crap. A request for notification of item in stock, which I got AFTER I ordered the item. The notification has the item at a lower price than what I paid. They do end making a partial refund but dont cover the whole difference. Another incident was over paypal refund, which I know for a fact can be done instantly and yes even on business accounts as I have one and refund instantly to my customers. Their excuse was business accounts on paypal take 3 - 5 business days.. whatever. Newegg your slow and cheap and I dont mean your prices. Think about your customer for once. Use some common sense. Don't use a shoddy shipping service like DHL for a 30 mile delivery. You saved your penny for sure on this order but you lost much more than that in terms of my business and any of my friends that I would normally recommend.

This review was modified by its author, RZ22G, on 10/23/08 8:43 PM.

Needed an X2 processor fairly quickly, but my credit card got hung up in processing. The funds were there but they had some sort of verification issue. I would have appreciated a phone call.

I've ordered plenty of things from newegg, but every once in a while they mess things up. it gets taken care of in a fairly reasonable amount of time usually.  
 
not this time, i've been waiting on an RMA for 2 months. i call them every week nagging them to do something and while they always promise something will be done, nothing happens.  
 
i've submitted proof of delivery, proof of signature, proof of insurance when they've asked, claiming that their department never recieved the returned item but apparently that's not enough to get my money back. the last claim that this would be taken care of "by the end of the day" was yesterday. today is here, no refund.  
 
i'm done with newegg, i'm going to turn this over to my CC company and let them fight tooth and nail for me.

This review was modified by its author, seawolfssn, on 5/17/07 7:04 PM.

Ordered 3 Creative Zen Vision W 30GB MP3/video players for $59.99 each. Yes this could have been a "too good to be true" price, but they shipped the items anyway. Turns out they sent me 3 SanDisk Sansa e260 4GB MP3 players, and when I received the items they hadn't even fixed the error on their site!  
 
On the positive side, I received the items within two days with the cheapest shipping option, and the RMA was issued fairly fast over the phone. However, they could not get me what I actually ordered, and left the error on the website. I expected FAR better from Newegg!

This review was modified by its author, scottmso, on 7/14/08 12:00 PM.

Ever wondered why all the new egg reviews are either 4 eggs or 5 eggs? I will tell you: Because NewEgg would not let you post negative reviews about their products. I ordered a USB wireless adapter from them and because I think that it had a very bad security model (you can only surf the net if you are an Admin on the box) I put my 2 cents worth of comments and I gave it a negative review, NewEgg rejected my comments and did not publish them. So Buyer Beware, not all the merchandise is so good as it seems. Also I ordered some memory from them. The memory was DOA. They sent me a replacement OK. When I called to ask them who should be responsible for my sending back the lady there reluctantly agreed to reimburse me. After 3 phone calls still no reimbursement. I ordered an USB IDE encloser. It was DOA too. I send it back on my dime. They replaced it and sent it to my old address despite the fact the original one was sent to my current address. I called for this twice, and the second time I had to give them an ultimatum. They finnaly agreed to reimburse me for the encloser but not for the sending it back to them. So the fact that they do not assume responsibility to reimburse you for the DOA things plus the fact that you cannot post negative reviews made me dissatisfied with them. I will shop somewhere else every chance I get.

This review was modified by its author, silviu, on 6/30/05 3:17 PM.

A horror story from someone least expected.  
I used to like newegg.com - their prices, their service, their speed of tunraround. I was so enamored with them I think I asked them if I could invest in the company.  
 
My purchase volumes were not particularly high, but surely over a thousand dollars per year during the past four years. So I was a happy camper - considering that I've been buying on the internet for about 10 years, and usually buying on price, I sometimes would still buy from them even if it was $5 more than someone else's quote.  
 
Until today, that is. Here is the story:  
1. On May 20 I bought a set of multimedia speakers - a heavy and pricey ($200.00 for computer speakers is expensive) item.  
2. The item arrived about a week later - in the shiny, but flimsy original box provided by the manufacturer. I guess they just slapped a FedEx lable on it and threw it on the conveyor belt. Obviously, the box broke up during shipping. Someone, I guess FedEx guys, tried to patch it with the tape, but it broke up again.  
Anyway, to cutr the long story short, the subwoofer arrived scratched and dented as the styrofoam protection got busted, and the manual apparently fell out somewhere.  
3. I contacted newegg and asked them how could they ship something just liek that - I mean you just know it would get damaged. People just don't do that, period - you've got to put it in another cardboard box - that's just standard practice. "No," they told me.. "our standard practice is to ship it just like that.." As if it was the first item I ever bought from them.  
4. It took me over a motnth, a dozen E-mails, and as many phone calls, to get a refund for this thing - I finally got it today June 27. But here is the kicker! When I looked at the amount I realized that they only refunded me for the item's price - *NOT* the shipping. That is, instead of an apology, they made me pay for their screw-up. Nice going!

This is an update on dealing with customer service at Newegg.com. This past summer I was disappointed in Newegg because I didn't receive a response to my emails inquiring about the quality of the product I purchased and what could be done about it. That was resolved to my satisfaction, and I was convinced that Newegg was truely sorry about not responding to my emails. Based on this experience and previous positive experiences, My husband and I decided to go through Newegg to get him a tablet pc. The computer had a slight problem with the screen flickering. This latest encounter with customer service (this time by phone)leaves me wishing that they would make sure that all their representatives are informed on return/exchange policies. The lady I spoke with was quite kind and explained that once they receive the computer and spent 2-3 days determining whether it is really defective or not, I would be sent a new computer. Since my husband's job was depending on this computer I asked if I could purchase a new one and have the old one credited to the account. She said yes and explained what I needed to do. So, over the weekend I placed the order for the new computer and received a case # from HP as she instructed me. However, when I called to give Newegg the information, I was told that such "cross shipping" wasn't allowed because they don't make refunds on computers. Then before I could approve, the customer service representative informed me that he went ahead and canceled my new order. I asked how soon I would be receiving a new computer since time was a big concern for me. He stated that I would not be receiving a new computer but rather mine repaired. I asked him then, why shouldn't I just go through HP? He replied that I could if I wanted to. The next representative I talked to confirmed that I could not do a cross shipping, but he stated that Newegg does not send out repaired computers. I would be getting a new one instead. The last representative and the supervisor whom I spoke with after that, were kind in working through some shipping issues to get the computer back to me as soon as possible; however, after thinking about it and feeling very uneasy about the misinformation we had received from Neweggs customer service, we decided to send the computer back to HP for repair. After this second experience, I will not be buying high-end equipment from Newegg again. I may not buy anything from there. I contacted a customer service respresentative by email to inform them of the problems I was having. He wrote to me to apologize for the confusion and offered to pay for the shipping to HP. (HP has free shipping to service centers on computers under warranty.) Another representative gave my husband a "gift certificate" toward a future purchase. And as I wrote to the first representative, "...that will be of no benefit to him if he doesn't order from Newegg again." We haven't heard from anyone since.  
 

This review was modified by its author, LSS, on 2/5/06 12:22 AM.

i ordered from "another company" at the same time as i ordered from newegg, i ordered over 800$ worth of merchandise from newegg, ALL in stock, i was asked for billing phone # as well as the Credit card service # from newegg, and i paid for rush processing and rush shipping, they got my order out 4 days after my order from "this other company" went out, i paid no extra rush fee to "this company", i paid no rush shipping to "them". "this company" called me 1 hour after i placed my order to get my credit card service 800 # and my order was shipped out same day, WHILE NEWEGG, emailed me about an "issue" with my order, which turned out to be my adress was unconfirmed, but the could have called the # they already had on file, to confirm it, but they made me call them, the next day and delayed my order for 4 days, same issues, diffirent levels of service, the CSA;s i spoke with on this matter, not only had to transfer me to 30 diffirent departments but most of them were untrained, uneducated, and i ended up speaking to a supervisor, STUPIDLY i repeat ordered from this company, and got the same level of service.

This review was modified by its author, Ivealwaysgotmail, on 6/19/05 3:13 AM.

I build computer systems on the side and recently purchased about $2000 dollars in parts for one customer. Well my order was shipped and I received it within a few days. When my ordered arrived and after getting everything installed it turned out half the merchandise was defective. So I sent the merchandise back using Fed Ex Express, as my customer was waiting. Spoke with new egg and they would not cover the 75 dollars it cost to return the defective merchandise. I was furious as I was wasting time and money to deal with them. Customer support and even management there refused to do anything. Now I'm waiting for the RMA to go through, but expect more problems from what I have seen so far. NewEgg has really gone down hill the past few years as I use to purchase from them more often but there unreliable products and horrible customer support is reason for me not to purchase from them again.  
 
*update - After returning most the defective items I received another dead hard-drive in return from Newegg which ended up costing me more time and money. Eventually I returned that hard-drive and went and purchased one at a local store for a little more money and it worked fine which concluded an end to my problems. After about a month and a half of waiting my customer finally got his computer, in which I ended up discounting greatly. Sometimes you win and sometimes you loose. With Newegg I seemed to have lost. They did refund my shipping after reading this article but prior to then countless calls had gone thru asking for help with the problems and no action was ever taken. So this is why Newegg gets thumbs down in my book.  

This review was modified by its author, Tech-Hedz, on 8/31/05 8:37 AM.

I ordered an ASUS laptop from Newegg back on 6 Nov and have yet to receive it. I called Newegg on 6 Dec and talked to Jesus to request a refund. After approximately two weeks of not receiving a credit on my account, I sent him an e-mail inquiry but didn’t receive a response. On 12 January, I called again and talked to Robin. She told me that she would expedite my refund but I have yet to receive it as of 14 January.  
 
To be partially fair, it was sent to an APO box and for whatever reason, USPS doesn’t provide tracking data for boxes sent to APO boxes. As such, there is no way (that I’m aware of) to track where this shipment ended up or if it even shipped from Newegg’s warehouse. However, if Newegg offered postal insurance on their shipments, I would’ve gladly payed it to prevent the lip service that I’m receiving now.  
 
Newegg is normally an excellent company to deal with, but in the last few times that I’ve dealt with them, I’ve noticed a downward trend. Namely, it seems that it takes longer to get through to them on the phone (approximately 20-30 minutes) and the representatives seem more impatient than they have been in the past. Additionally, I recently received a GPS unit that was obviously opened, but sold as new. I didn’t send it back due to the recent hassles I’ve been having with Newegg, nor have I had any problems with the item (thus far), but it’s the principle of the matter. As with all good things, they must come to an end at one point. And I think that I may have to start looking for another company to order my computer merchandise from.  
 
I’m guessing that the laptop is sitting on the floor of a Newegg warehouse somewhere as a byproduct of a glitch in their ordering system. Approximately 5 minutes after ordering, I found another laptop that I liked better. I tried canceling the order but I couldn’t; the status had already been updated to shipping status. But I find it highly unlikely that an order would get processed and sent to the shipping lane within the span of only 5 minutes. In any case, I think that maybe the order was canceled in the shipping system, but not the billing system. And it’s possible that if Newegg crosschecked their outgoing shipments against their inventory, they would discover that they have at least 1 extra laptop in their inventory...mine.  
 
Anyway, whether it’s Newegg, the USPS, or even the military postal system that’s at fault, I refuse to “eat” $1100. If Newegg has a problem keeping track of shipments sent to APO addresses, then maybe it needs to either stop shipping to them or offer postal insurance. In the meantime, it needs to back up the flawed process it already has in place. Additionally, its representatives need to do what they say they’re going to do.  
 
James G  
 
 
 

This review was modified by its author, here4evr1, on 1/18/09 6:54 PM.

Product was shipped by FedEx and never received. It took SEVEN phone calls to NewEgg and FedEx from February to May to get my money returned. NewEgg consistently took the position of telling me what I could do to resolve the problem. The ultimate insult was working with NewEgg this morning for half an hour to help them find the check sent to them by FedEx and received by them two weeks ago.

I ordered 4 monitors on a Friday and asked for NEXT DAY shipping. Being reasonable I knew this would probably mean Monday (not Sat delivery). There was a typical address issue which I IMMEDIATELY corrected with my credit card company on Friday. The order was not shipped until Monday (still ok). I called 2 times on Monday to verify the status because on the website it showed as not shipped. I was assured by 2 separate persons in 2 separate phone calls that it was going out on Monday for NEXT day shipping. I check in on Tuesday b.c. I have no tracking number. It was never shipped even though it was packaged, scanned & waiting. All they offered was a reduction in the shipping fee. Meanwhile I had promised these items to my customers for Tues. Will not deal with again.

I ordered two items from Newegg.com in February of 2005. One item arrived with a physical defect, and Newegg.com's replacement policies do not allow for the consumer to recieve a replacement in a timely manner. The second item became defective within two months, and Newegg.com's customer service was a nightmare. Several customer service representatives misquoted their return policy to me, on representative raised her voice and hung up on me, two representatives refused to allow me to speak with a supervisor, and I was finally told that Newegg.com would not replace the item but would only offer me a refund. I eventually convinced the product's manufacturer to replace the defective product.