Frustrated with Newegg

[jrockmobility]

Newegg issues….I ordered memory and video card on Dec 30th, 2015, very early in the day, actually late morning on the 29th really. Their site had a message that orders received after noon on the 30th would be delayed due to the holiday. I received a message from the shipper Shoprunner, that I would receive the package on the 1st. I used 2 day shipping via shoprunner and they were obviously prepared to get me the package without delay. Well, it turns out newegg only shipped my package today, 1/2/16 at maybe 2:00 PM EST. So it took them over 80 hours just to ship the package. Tracking the package on newegg.com it was in the “packaging” state or some such other for those 3 days. Outraged? Sure, but I could get over it quickly, mistakes happen. I made a call to customer service.

Here’s the part that bothers me. Newegg customer service was arguing with me that the warning message stated that orders "SHIPPED" after noon on the 30th would be delayed due to shipping problems, not orders "RECEIVED" after noon on the 30th. The really strange part is the rep actually read the message back to me that was posted on their website, and while he actually read “received” and not “shipped” he stuck to the story after that, that it said “orders shipped after noon on the 30th would be delayed”. He wouldn’t read it a 2nd time.

BUT…BUT..BUT...Who cares what it said.
1) If it did say “shipping delays” then he is telling me there was no warning about order delays, only about shipping delays, so then why did it take 80 hours just to package the order and get it ready to be shipped. Tracking info said "packaging".
2) If it actually did say “order delays”, which I'm quite sure it did, then my order was received before the cutoff date, then same question, WHY DID IT TAKE SO LONG TO SHIP?

Why not just say: “We made a mistake”? Admitting their mistakes tells me I can trust them to try to improve. Newegg seems to want me to think it was MY mistake.

They credited me back $18+ off the $199 order, to their credit, but now that I think about it I'm not really happy with that. Clearly the “warning” in question was simply advertising to get people to place their orders quickly, it served no purpose for me the customer. I’m spoiled by Amazon, their website will say something like: “Place your order in the next 18 hours to receive your items by January 4,” normally within 2 days. Thats good customer service, imo. Newegg customer service was trying to make things complicated, not trying to simplify. I would like more than an $18 gift card to Newegg, a discount would be nice on my order, but more importantly, an admission that they made a mistake.

 

[kanewolf]

It could be your credit card company didn't complete the transaction to them (something outside of NewEgg's control). I purchased a laptop and it took 2 days for the credit card company to decide the transaction wasn't fraudulent.

 

[jrockmobility]

This is merely an update. I apologize if I was ranting in the original message but I am frustrated. It turns out the package had not yet shipped when I wrote this on 1/2/16, but instead only shipped today, at 4:38 AM EST, that is more than 120 hours from the time I placed the order until it was shipped. My order was actually placed on 1/29 so really it is prob more like 130 hours. My frustration continues. When I contacted support on 1/2/16 they said the package had already been shipped. I was hopeful I would receive the package today, as the USPS was running yesterday, on a Sunday. I didn't know who storerunner.com shipped through, but seeing as how usps was open Sunday I only assumed other shipping companies would also be on the ball.

Newegg clearly does not share the dedication of their shipping partners. This is sad. I'm not ordering anything out of the ordinary and if they had told me the order was not yet shipped on 1/2/16 I would have obviously cancelled the order and ordered from a company that would be honest with me. Did Newegg flat out lie to me? That is hard to believe...clearly I must have misunderstood them...I'm trying to see how this is possible. I need to hear from Newegg but I don't think I have the energy to deal with them on the phone again. I would rather the communication take place in public so others can judge who is in the wrong.

Please comment Newegg.

 

[Welshie82]

Unfortunately over the holiday periods there are varying factors that can delay deliveries. Different departments might be closed or something. If you can prove to them with a screenshot exactly what the website said then I'd hope they would do something to apologize. Maybe check your browser cache files to see if the image file is in there somewhere? It's a long shot but you never know.

 

[NeweggSupport]

Hello Jrockmobility,

I would like to shed a little more light on the situation but first I would like to apologize for the delay and any miscommunication that happened. We offered a notice in the shopping cart during checkout that we would be facing delays in the warehouse due to end of year inventory. We have learned that that could easily go unnoticed and have since been working to make that more clear for next years end of year inventory.

We appreciate your business and if you have any further concerns, feel free to let us know by emailing us at wecare@newegg.com

Newegg Support,
-David