2/5
posted Mar-17-2008
My purchases with Newegg began February 10th at which time I would have given them glowing reviews. Now, less than a month later and with a total of 3 purchases, they are rapidly moving downhill in my view of their service.
On March 1st (Saturday), I placed an order for a Canon printer with 3 business day shipping. Printer ships out March 3rd (Monday) and I get the printer on March 6th (Thursday). Once I get the box home, I open it to discover one of the ink cartridges has exploded. I immediately call Newegg Customer Service who issues an RMA number and sends me an email with the info. Well, MOST of the info. I had to call the next day and ask for a return shipping label as they had not issued me one. I thought this would have already been taken care of as it is a RETURN item. Once I get the label, I print it and send the box to Newegg. UPS shows delivery on March 11th (following Tuesday) at 08:29 AM. On the March 12th (Wednesday) at 12:30 AM (yes, I work nights) I sent an email to Newegg expressing my displeasure at their processing time. I received a reply at 01:08 AM apologizing for the "inconvenience" and was told, "Upon an investigation by a customer service supervisor in accordance with our warehouse, the new order should be shipping out shortly if approved." WOW! Now THAT'S professional double talk! Plus they made a one-time exception to upgrade the shipping to UPS 2-day instead of my original 3-day. WOW, again! Later in the day (08:39 AM)I receive emails stating they received the box and processed it as damaged.
Well, today is now the 17th (yup, just rolled past midnight...). No tracking info shows for the "new order" even though I have the emails saying they received my damaged printer. They had 3 full business days last week to get my replacement printer out, but it doesn't appear that they have.
Best case scenario, they get my replacement printer out today (UPS 2-day, of course). I would then receive it by Wednesday the 19th at the earliest. That is 13 BUSINESS days from the date I originally placed the order. Of course, there's the possibility it takes longer.....
Hopefully this is not indicative of how they handle RMA's or their customer service in general. I wouldn't say "buyer beware" just yet, but definitely plan to spend lots of time waiting on their customer service process if you have a problem. After all, they've already got your money once you've placed the order....
Update: The printer did arrive as I had assumed it would - approximately 2 weeks after the original order had been placed.
I DID speak with Diane who assured me that what took place here would be reviewed and the appropriate recommendations made to management. She was more than cordial and wanted to make the effort to make things right.
I will not change the review or rating I had originally posted as I got my printer without Diane's help. Hopefully, they will adapt the changes I have suggested.
This review was modified by
mapache on April 24 2008 03:53:47 PM
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posted May-25-2012 
![Share](javascript:share_rating({"review_body":"I purchased a single item from Swell using PayPal on May 10 which included free economy shipping. The estimated shipping date was May 11 with an estimated delivery date of May 15, 2012 - May 22, 2012. I checked the website several times after the order date and the product was still listed on the site. On May 21st I still had not received the item and hadn\u0027t gotten any emails from Swell. It was after business hours when I emailed asking if the item shipped. On the afternoon of the 23rd I got this response: \u0022I show this item been sold out, I apologize we were not able to grab this item for you.\u0022 They of course offered me a different product, but I wasn\u0027t interested. Within 5 minutes of receiving the email, I responded and told them to cancel and refund my money. 2 more days later, I received another email that they would issue the refund and to expect it in 1-3 business days. I received the refund to my PayPal account the same day.<br><br>The only satisfactory part of the ordeal (once my order was placed) was the quick refund to my PayPal account.","link":"http:\/\/www.resellerratings.com\/store\/Swell\/comment\/1575346#comment1575346","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Swell.jpg","store_name":"Swell","username":"mapache","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Monday at approximately 10:00 AM MST I placed an order over the phone with Dennis Bimel for a dumbbell stand priced at $109.99 with free shipping. He stated there were 2 in the store and that, in addition to the email with my order information, I\u0027d get a subsequent email with the tracking information. At the conclusion of the call, my checking account showed the proper debit amount for the product.<br><br>Tuesday my order status on the ABT website did not show the item had shipped, nor had I received the email with tracking info. According to an evening Live Chat session I had, my charges hadn\u0027t been paid. I advised the rep I provided my card information the previous day and my account showed the $199.99 had been subtracted. She then checked with the processing department to verify. The rep then replied the item would be shipped out the following day (Wednesday). The order status changed to \u0022Order Scheduled for Shipment\u0022.<br><br>Wednesday evening I still had no email with tracking information and the order status had not changed. Another Live Chat session to check when the item would be shipped was futile. The rep stated, \u0022We have just received this model in stock. In order to ship out your unit, we do need a method of payment. Please contact our customer service department...to provide payment.\u0022 JUST received in stock? On Monday it was there when I ordered and nothing was mentioned Tuesday about the product being missing or delayed. Need a method of payment? After the card information had already been given at the time I placed the order AND verified with the rep the day before?? The rep responded a \u0022pending authorization\u0022 was placed on my card, but the charge hadn\u0027t actually been put through. However she\u0027d ensure my card was authorized again and the item shipped out tomorrow. Sorry. I already heard that one yesterday. I directed her to do nothing else with my card and to cancel the purchase.<br><br>I\u0027d much rather drive 30 miles one way to pay more from a local store than play an online shell game and wonder when my product may or may not even ship.<br><br>Wednesday night update: My bank account now shows a 2nd \u0022pending authorization\u0022 for the same amount. As such, I do not have access to over $200 of my money. I called CS and was told a 2nd authorization had been placed on my card prior to having the order cancelled, but they have submitted the funds to be placed back into my account. Completely unacceptable practice to withhold funds a second time without authorization from the customer especially when I expressly said to not submit any further charges to the account. The rep said it should take approximately 4 business days to have my funds \u0022released\u0022. As today is Wednesday, that puts my money on hold until possibly Tuesday of next week. Just got an email invoice showing a refund AFTER I completed the phone call. However, the invoice is for only 1 charge. I replied and said I needed an additional refund invoice for the 2nd charge as well.","link":"http:\/\/www.resellerratings.com\/store\/Abt_Electronics\/comment\/1193523#comment1193523","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Abt_Electronics.jpg","store_name":"Abt Electronics \/ ABT","username":"mapache","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My purchases with Newegg began February 10th at which time I would have given them glowing reviews. Now, less than a month later and with a total of 3 purchases, they are rapidly moving downhill in my view of their service.<br><br>On March 1st (Saturday), I placed an order for a Canon printer with 3 business day shipping. Printer ships out March 3rd (Monday) and I get the printer on March 6th (Thursday). Once I get the box home, I open it to discover one of the ink cartridges has exploded. I immediately call Newegg Customer Service who issues an RMA number and sends me an email with the info. Well, MOST of the info. I had to call the next day and ask for a return shipping label as they had not issued me one. I thought this would have already been taken care of as it is a RETURN item. Once I get the label, I print it and send the box to Newegg. UPS shows delivery on March 11th (following Tuesday) at 08:29 AM. On the March 12th (Wednesday) at 12:30 AM (yes, I work nights) I sent an email to Newegg expressing my displeasure at their processing time. I received a reply at 01:08 AM apologizing for the \u0022inconvenience\u0022 and was told, \u0022Upon an investigation by a customer service supervisor in accordance with our warehouse, the new order should be shipping out shortly if approved.\u0022 WOW! Now THAT\u0027S professional double talk! Plus they made a one-time exception to upgrade the shipping to UPS 2-day instead of my original 3-day. WOW, again! Later in the day (08:39 AM)I receive emails stating they received the box and processed it as damaged.<br><br>Well, today is now the 17th (yup, just rolled past midnight...). No tracking info shows for the \u0022new order\u0022 even though I have the emails saying they received my damaged printer. They had 3 full business days last week to get my replacement printer out, but it doesn\u0027t appear that they have.<br><br>Best case scenario, they get my replacement printer out today (UPS 2-day, of course). I would then receive it by Wednesday the 19th at the earliest. That is 13 BUSINESS days from the date I originally placed the order. Of course, there\u0027s the possibility it takes longer.....<br><br>Hopefully this is not indicative of how they handle RMA\u0027s or their customer service in general. I wouldn\u0027t say \u0022buyer beware\u0022 just yet, but definitely plan to spend lots of time waiting on their customer service process if you have a problem. After all, they\u0027ve already got your money once you\u0027ve placed the order....<br><br>Update: The printer did arrive as I had assumed it would - approximately 2 weeks after the original order had been placed. <br><br>I DID speak with Diane who assured me that what took place here would be reviewed and the appropriate recommendations made to management. She was more than cordial and wanted to make the effort to make things right.<br><br>I will not change the review or rating I had originally posted as I got my printer without Diane\u0027s help. Hopefully, they will adapt the changes I have suggested.","link":"http:\/\/www.resellerratings.com\/store\/Newegg\/comment\/368226#comment368226","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Newegg.jpg","store_name":"Newegg.com (USA)","username":"mapache","rating":"2"}, "single");){kind=link}
“Dear mapache,
Thank you for taking the time to post your informative review. We greatly apologize for any inconvenience caused by this uncommon situation, and we assure you that we would never intentionally cause for you to ever be dissatisfied with our services.
At your earliest convenience, please contact Dianne at 800-390-1119 (dial 25045 immediately) or by email at dianne.v.segue@newegg.com. We appreciate your patience and understanding.
Sincerely,
Newegg.com ”