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Please consider my petition for Newegg's Shipping policies.

M

mw_happycamper

Junior Member
Hi folks,

I am petitioning NewEgg to include a predicted arrival date in their shopping cart. Because their fine print reads that orders may take up to two days to process and that the date of shipment doesn't count toward transit-time, an overnight delivery may in fact take several days. What's worse, inquiries are not necessarily answered in a direct and honest manner which would allow a potential customer to cancel an order and shop elsewhere. Because this contrasts so sharply to competitors such as Amazon who clearly state when a product will arrive even before beginning the order process, I am petitioning NewEgg to change these behaviors.

You do not have to believe that NewEgg does a poor job to get behind this petition. I ask only for requesting more transparent disclosure. Please read the petition, here: http://www.ipetitions.com/petition/neweggshipping , and consider offering your support. If you are in a position to influence others to lend their support, so much the better. Thank you for your time.

Sincerely,
mw_happycamper
 
No thanks.

They state quite clearly what their terms are. If you need guaranteed rush processing you can pay the extra fee for it. If not, you can gamble on the usual 90% chance that it will ship the next day anyway.

If they changed this behavior they'd have to charge more. I don't want to pay extra for your idea of better service.

Also, Amazon prices are usually higher on computer parts, often $5+ for a $50+ part. And if you want guaranteed 1-day service (which is usually really at least 2 days because of cutoffs for order times) you pay an extra $4 per item even with Prime.
 
Thank you for taking the time to consider my proposal - unfortunately, I think that you have misinterpreted some of my statements. The petition merely asks NewEgg to include an expected delivery date on the order form and to give honest answers when a person calls in to ask about shipping delays.

NewEgg's policy, as you may or may not understand, is that an order may take up to two days to process and that the day an order is shipped does not count toward transit time. This means that, even with paying the $4 rush shipping fee, an overnight order placed Sunday night may not actually arrive until Thursday or Friday (Closed Sunday, Mon. & Tue. for processing, UPS /pickup/ on Wed. at closing, transit on Th.). This is counter-intuitive, and all I am asking is that NewEgg change their order forms to reflect expected delivery dates. If changing "$3 - UPS 3-Day Guaranteed" to read "$3 UPS 3-Day Guaranteed - Delivery by 7/20/2011" costs them or you money, I'd like for you to explain how.

In the case that they have unexpected delays, then I think they should talk openly about them and the cause. If my laptop's power-brick has died and I have a business trip approaching, I need the option to cancel my order and make other arrangements. If this costs them money or drives their prices up, it's merely a symptom of process errors and something that needs to be addressed anyway.

I understand that folks will valiantly defend NewEgg's service, and I commend their solidarity. I am, in fact, a NewEgg fan. That does not mean that there isn't room or need for improvement.

Thanks for considering the petition and thank you to those silent readers who are doing the same!

Cheers,
happycamper
 
Their listing of in-stock status has been extremely accurate for the many years that I've been buying from them, so the uncertainty is in how long it will take them to get the box to the shipping company.

I suppose they could list a "current projected shipping time" somewhere on the site, like the expected hold time for a phone queue, but that assumes they fill orders in a strict first-in, first-out basis.

Their automated email system already keeps you posted for each stage, of confirmation, charging, invoice, shipment. From reading a few threads over the years I gather a delay is usually in the charging step because someone has a problem with their card, such as a difference in the billing and shipping addresses.

It sounds like you placed an order counting on the usually fast shipping, then ran into some problem like that. I don't think Newegg can list an accurate time estimate for the cases when there is a problem charging your card or something else that breaks the normal fulfillment sequence.

I hope this isn't just complaining because you ordered next day and counted on the item to ship out that day or the next. With Newegg it has always been the case that you should allow for 2 full business days before an order ships.

It's the #2 item in their FAQ in the Ordering section:
http://www.newegg.com/HelpInfo/OverView.aspx

"It takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method and your local FedEx guidelines for delivery."


That means you could place an order for overnight on Monday, it ships on Wednesday (2 business days later), you get it Thursday. Nothing "deceptive" about that.

(Often it will ship the same day and you'll have it 2-3 days later even with 3-day shipping, but you can't count on that.)
 
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And I believe strongly that those two to three days should be factored into the projected delivery date. If the transit time is three-days guaranteed and the processing time is three days guaranteed, for example, then I believe that the order page should indicate that the delivery date is within six days. No harm in stating that in an obvious location.

I am not exactly sure what your opposition to my proposal is, unless it is just misunderstanding of my intent. Plenty of other online vendors have "receive by XXXXX" fields on their websites. NewEgg should do the same, even if it does draw more attention to their potentially long processing times. Either way, thank you for your consideration and opinion.
 
Yeah...no. I don't think I could be happier with Newegg's service, unless they came out with something like Amazon Prime...What? They did that already?
Pfft...now I REALLY couldn't be happier with Newegg's service.


OK...I get your point. It can be...frustrating when you're in a hurry for something...and have to wait, but truthfully, if you're in THAT big of a hurry...order from Amazon, use Prime, and have it within 2 days.
 
BoomerD said:
Yeah...no. I don't think I could be happier with Newegg's service, unless they came out with something like Amazon Prime...What? They did that already?
Pfft...now I REALLY couldn't be happier with Newegg's service.


OK...I get your point. It can be...frustrating when you're in a hurry for something...and have to wait, but truthfully, if you're in THAT big of a hurry...order from Amazon, use Prime, and have it within 2 days.
Click to expand...

or with prime it is only $3.99 for next day if you REALLY need it.
 
Yeah, I understand that there are a lot of NewEgg fans out there. Just the same, it's counter-intuitive that a package ordered on Friday night with overnight shipping could conceivably be delivered the next Thursday. That being the case, it would be nice if the website gave you a "choosing this shipping option will cause the package to be delivered by..." date at the time of purchase.

Most people have a notion, misguided as it may perhaps be, of when to expect delivery upon selecting overnight/three-day guaranteed/etc. I'm not saying NewEgg needs to change their policy, but they should probably try a little harder to disabuse the notion that overnight at NewEgg means the same thing that it does at, say, Amazon.
 
mw_happycamper said:
NewEgg's policy, as you may or may not understand, is that an order may take up to two days to process and that the day an order is shipped does not count toward transit time. This means that, even with paying the $4 rush shipping fee, an overnight order placed Sunday night may not actually arrive until Thursday or Friday (Closed Sunday, Mon. & Tue. for processing, UPS /pickup/ on Wed. at closing, transit on Th.). This is counter-intuitive, and all I am asking is that NewEgg change their order forms to reflect expected delivery dates. If changing "$3 - UPS 3-Day Guaranteed" to read "$3 UPS 3-Day Guaranteed - Delivery by 7/20/2011" costs them or you money, I'd like for you to explain how.
Click to expand...
Hmm, I ordered parts with "UPS 3-day" on Sat, got them on Tues. Don't see how yours could get there thurs or fri, UNLESS, you live on the east coast, and they ship from their west coast warehouse. I usually get stuff in 1-2 days, shipping from NJ warehouse to MA.
 
VirtualLarry said:
Hmm, I ordered parts with "UPS 3-day" on Sat, got them on Tues. Don't see how yours could get there thurs or fri, UNLESS, you live on the east coast, and they ship from their west coast warehouse. I usually get stuff in 1-2 days, shipping from NJ warehouse to MA.
Click to expand...

It seems to me all RAM ships from the west :'(
 
VirtualLarry said:
Hmm, I ordered parts with "UPS 3-day" on Sat, got them on Tues. Don't see how yours could get there thurs or fri, UNLESS, you live on the east coast, and they ship from their west coast warehouse. I usually get stuff in 1-2 days, shipping from NJ warehouse to MA.
Click to expand...

The whole point of my very mild-mannered petition is that it /can/ happen and that it is wholly inconsistent with what one would expect. Given that it /can/ happen, rest assured that there are folks for which it /does/ happen. Additionally, the way NewEgg is setup at present causes any inquiry prior to the fourth day (or more, depending on shipment method) to be dismissively handled. This means that if a problem happens (possible for even the best of companies), NewEgg will not look into it until those four days have passed and claims against its shippers can be instigated. In this case, the time-frame for delivery jumps to a minimum of a week without giving the valued customer any opportunity to cancel and go with another option.
 
If you need it now, pay 2.99 for rush processing so that Newegg expedites your order. And, pay for the shipping method you prefer.

For me, I far more often get delays on Amazon orders than I do on Newegg. I seldom ever pay for rush processing... but if I needed something as soon as possible, I would pay newegg 2.99 to rush process the order.
 
1. Online petitions rarely do anything.
2. I've been doing business with Newegg for years, and I understand their policies and shipping times. Shipping is not an exact science and once it leaves their warehouse, it's up to the shipping company to provide up to date information. The 4-day window is for a reason.
I've come to understand that some things come faster than others, and I accept that. The system could be better, but at what cost? Are you willing to pay closer to local retail prices for items to get "full disclosure"?
If you need something today or tomorrow, buy local and get gouged.
 
You never know how many people clicked that "confirm" button right before you did. There have been times where I have ordered something and gotten a ups tracking email within an hour. Other times it has taken more than 24 hours. If they get 1000 orders at once, what can you realistically expect them to do for you?
 
We've got you dude, we just don't feel the need for an estimated delivery time that includes processing. It says right in the FAQ that it takes one to two business days to process. Besides... 'shipping' IS calculated. 'Processing' is not part of 'shipping'. Both steps deal with different companies besides. 'Processing' is Newegg, and 'shipping' is UPS. Make sense man? Good, move on.
 
My experience with NewEgg shipments is fairly standard. Once they process the order and turn it over to UPS, FedEx, etc., the shipper then advises me of the scheduled arrival date by email w/tracking number. NewEgg does not control this.

A lot of the variables depend on your location and the time of the order. Living in AZ is good - all NewEgg ground shipments arrive 2 days after NewEgg processing. Unless a weekend is involved, all my NewEgg shipments arrive 3 days after placing the order.
 
Hello mw_happycamper, and welcome to AnandTech Forums.

Unfortunately, I think everyone here is a bit jaded with this type of approach. By that, I mean we've already seen any number of times when someone creates new accounts in various forums (and yes I see that you did the same thing at THG) in order to complain about something, and then once it blows over that's the last we see of them.

Regarding getting something quick, if you need it that badly you should just try to source it locally, especially the example you gave of a notebook power brick. Any local Best Buy, Radio Shack, Staples, Office Depot and probably many other stores would have universal notebook power bricks available for purchase immediately.
 
MOST of us understand the problem with the companies and the shipping companies...but apparently, SOME people think "Confirm order" means instant processing and shipping. 🙄

Zap, maybe you or corky should PM whichever Newegg rep currently monitors these forums and ask him/her to chime in here.
 
mw_happycamper said:
The whole point of my very mild-mannered petition is that it /can/ happen and that it is wholly inconsistent with what I expect. Given that it /can/ happen, rest assured that there are folks for which it /does/ happen. Additionally, the way NewEgg is setup at present causes any inquiry prior to the fourth day (or more, depending on shipment method) to be dismissively handled. This means that if a problem happens (possible for even the best of companies), NewEgg will not look into it until those four days have passed and claims against its shippers can be instigated. In this case, the time-frame for delivery jumps to a minimum of a week without giving the valued customer any opportunity to cancel and go with another option.
Click to expand...

So, you're saying you believe someone should personally oversee your order because you have a problem with holding your breathe that long? How about you simplify your petition to "ship faster?"
 
I just thought of something else. The only time I've had Newegg not ship by the next business day was for a product sold by a third party. Yup, Newegg is doing the "marketplace" thing that Amazon/Buy.com are doing. Seriously why do these companies do this? The only times my service has been sub-par has been through marketplace orders.

A flashlight I ordered from Newegg marketplace took several days longer to ship. I got it after around... 8 days?

Never received a DVD I ordered through Buy.com marketplace, but the company made good on it by giving me a refund as well as sending me a replacement.

My experience with an Amazon marketplace purchase was the worst. I have to admit that it was obviously either a misprint or a pricing mistake, but the fact is that my CC was charged and my order was cancelled... so money was taken and no product was forthcoming. Contacted Amazon, who said that vendor had my money so contact the vendor. Contacted the vendor, who said that I paid through Amazon so contact Amazon. Back/forth. I think this was one of two times I've ever had to do a chargeback.
 
VirtualLarry said:
Hmm, I ordered parts with "UPS 3-day" on Sat, got them on Tues. Don't see how yours could get there thurs or fri, UNLESS, you live on the east coast, and they ship from their west coast warehouse. I usually get stuff in 1-2 days, shipping from NJ warehouse to MA.
Click to expand...


I live on the East Coast and every single order that I've made (that was ultimately filled by the California warehouse) has always arrived at my house within 48 hours of the order being placed. I've never checked the "Rush Shipping" box and I've always selected the 3-day shipping option. I don't believe I've ever paid for an overnight or one-day shipping option.

I personally don't see why Newegg would need to disclose how much time a package will take to ship. There are too many variables that could affect the shipping times: grounded cargo flights, wildfires shutting down airports, fuel shortage, some sort of pilot picketing, etc. and thus would make the shipping estimates worthless.
 
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I've had many years of extremely good service from Newegg shipping to my home, office, and various client sites throughout California. I don't ever purchase "rush shipping", nor have I felt the need for status updates on processing. The tracking number is sent to me when it becomes available and I can track the package directly using that.
 
somethingsketchy said:
I live on the East Coast and every single order that I've made (that was ultimately filled by the California warehouse) has always arrived at my house within 48 hours of the order being placed. I've never checked the "Rush Shipping" box and I've always selected the 3-day shipping option. I don't believe I've ever paid for an overnight or one-day shipping option.
Click to expand...
Hmm. I ordered some items Sunday, and the ones from the NJ warehouse arrived Tues, but the ones coming from the TN warehouse have yet to arrive. (I'm expecting them today, Thurs.)

I have no idea how you get parts all the way from Cali to the east coast in 48 hours. Usually takes me a week to get them.
 
VirtualLarry said:
Hmm. I ordered some items Sunday, and the ones from the NJ warehouse arrived Tues, but the ones coming from the TN warehouse have yet to arrive. (I'm expecting them today, Thurs.)

I have no idea how you get parts all the way from Cali to the east coast in 48 hours. Usually takes me a week to get them.
Click to expand...

It's called an airplane. 😛

But seriously, the way UPS 3-day select usually works is that they fly it into the nearest hub, and then it goes by ground the rest of the way. Something is seriously screwed up in your local UPS infrastructure if it takes more than 3 days.

Ground is a whole 'nother story though.
 
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