When did Newegg become so anti customer service?

[Soundmanred]

The "free shipping" thing is a joke. One of carriers such as DHL picks up the box and it goes to their sorting center. Then it is delivered to USPS where it processed by their sorting center and forwarded to the local Post Office where it gets sorted again and eventually delivered.

I live 35 minutes from newegg and it took about a week for my box to get delivered. I watched the tracking, it went from newegg in Industry to Compton where I guess USPS took over and there were no further updates until it was delivered.

As has been said a million times before, you got what you paid for.

 

[Kroze]

The "free shipping" thing is a joke. One of carriers such as DHL picks up the box and it goes to their sorting center. Then it is delivered to USPS where it processed by their sorting center and forwarded to the local Post Office where it gets sorted again and eventually delivered.

I live 35 minutes from newegg and it took about a week for my box to get delivered. I watched the tracking, it went from newegg in Industry to Compton where I guess USPS took over and there were no further updates until it was delivered.

Their "free shipping" is a train wreck. I live in South Jersey and there's a Newegg distribution center in North/Central Jersey. It used to be that if I order something (with free shipping), it'll arrive the very next day via UPS...back when they used UPS as their shipping company. Now? it took over a week and the damn package goes through 3 different states before it gets to me. Yes NEWEGG, the shitty shipping carrier you used took over a week to send a package from North/Central Jersey to SOUTH Jersey and sent it to 3 different states.

 

[Hayabusa Rider]

I had a completely different experience recently. UPS "delivered" a laptop to my address, only they didn't. Newegg had a replacement out to me fairly quickly, gave me a discount and next day delivery without charge. UPS found my "delivered" laptop (to some place not even near me) so I have to return one, but financially it worked out for me for something that wasn't Neweggs fault.

Maybe it depends on the particular rep?

 

[bigi]

the egg has became eb@y with fixed prices pretty much.

Now, I find the latter worth my time more.

 

[monkeydelmagico]

I'm a small time enthusiast who buys a few hundred from newegg a year for more than a decade. Had a GPU RMA within the past few months that went without problems. Shipping times seem similar. I haven't noticed any apocalyse yet.

Of course I also do business with tiger direct and mwave....... so my standards may be low

 

[dfuze]

Their "free shipping" is a train wreck. I live in South Jersey and there's a Newegg distribution center in North/Central Jersey. It used to be that if I order something (with free shipping), it'll arrive the very next day via UPS...back when they used UPS as their shipping company. Now? it took over a week and the damn package goes through 3 different states before it gets to me. Yes NEWEGG, the shitty shipping carrier you used took over a week to send a package from North/Central Jersey to SOUTH Jersey and sent it to 3 different states.

Been through that myself. Same thing, if it came out of NJ it got to CT next day. Then after they switched carriers (before I noticed it wasn't the same old, but my fault none the less) it went from NJ to Boston to Springfield to Hartford before going back up north to me. I miss the OLD days when you could select from FedEx or UPS.

 

[Leyawiin]

I ordered something with 2 day shop runner shipping. They shipped it ground and won't be here for 4 business days. I called them and they basically said too bad, we don't guarantee anything. So basically they are getting support from shop runner and just pocketing the money they may get. There have been multiple complaints to shop runner about this issue, hopefully they will drop Newegg.

I knew I moved mostly to amazon for a reason but now Newegg has lost me for life.

I bought a CPU from them last week. Used my Shoprunner account and it took a total of six days to get here... and I lived a seven hour drive north of their warehouse in Commerce, CA.

There was also supposed to be a coupon for FarCry 3 BD in the box, but wasn't in there for some reason. Called their customer service line and the recording said it would be a one hour, fifteen minute wait to speak to a representative. Decided to try to email them instead. The email said they would respond within 24 hrs. Its now been three days with no reply.

I don't usually have an issue with them and will probably continue to shop them since oftentimes they have the lowest price, but this wasn't a good experience.

 

[Childs]

I think I am done with Newegg...the shipping is too damn slow. Ordered a 780 Ti OC on Sunday, and its projected to arrive on Monday. LA to the Bay Area taking over a week is ridiculous. And it wasn't like shipping was free, I had to pay for it. For a comparison, I bought a expansion chassis for my NAS. From NY to the Bay Area in 3 days, shipped free.

 

[Ksyder]

I used to be a newegg shopper, pretty much bought nearly everything from there. Now I can drive to microcenter in 20 minutes so I don't remember the last time I shopped at newegg.

 

[Dulanic]

I bought a CPU from them last week. Used my Shoprunner account and it took a total of six days to get here... and I lived a seven hour drive north of their warehouse in Commerce, CA.

There was also supposed to be a coupon for FarCry 3 BD in the box, but wasn't in there for some reason. Called their customer service line and the recording said it would be a one hour, fifteen minute wait to speak to a representative. Decided to try to email them instead. The email said they would respond within 24 hrs. Its now been three days with no reply.

I don't usually have an issue with them and will probably continue to shop them since oftentimes they have the lowest price, but this wasn't a good experience.

I emailed them before i even posted this and never got a response. Yeah they had someone post in this thread, but what are they gonna do? It's late, they screwed up. They lost a customer over it.

 

[olds]

I emailed them before i even posted this and never got a response. Yeah they had someone post in this thread, but what are they gonna do? It's late, they screwed up. They lost a customer over it.

They used to be way better at helping people here.
Them and PayPalDamon.

 

[IkebotXP]

Contact Shoprunner perhaps? Newegg has always been a bit aloof if you get the wrong rep.

 

[goobee]

As has been said a million times before, you got what you paid for.

That's not the point. I'll leave it at that since I have no desire to debate the issue.

 

[MWink]

Add me to the list of people who think Newegg has gone seriously downhill. They were great for about a decade but now I only shop there when there's a super hot deal. I've also learned to avoid "refurbs" like the plague. I don't believe they are actually refurbished, just used. I've bought at least a couple refurb items that were obviously defective. Then they offered me "discounted" shipping label that cost more than the item (or shipping it via USPS without a discount).

Don't even get me started on the "marketplace" garbage. I can't fathom why everyone wants to be eBay now. Newegg should have stuck to selling IT equipment, nothing more. It seems like this happens to every niche company. They start out doing something great then decide they want to branch out and take over the world. The problem is they almost inevitably ruin what made them great in the process. Ultimately they end up one giant pile of mediocre, or just plain out of business.

Jack of all trades, master of none.

 

[rh71]

I looked in my Amazon order history and from 2011 and before I hardly had any orders. Now that Newegg sucks, my Amazon order history shows a ton of stuff.

But if I had to build a new PC (the last time I used Newegg), I am reluctant to go through Amazon. How are they with PC stuff in terms of pricing, options, and availability?

 

[Golgatha]

I wrote them off years ago. After spending nearly 50k at Newegg, it was a hard move to make, but incredibly poor customer service drove me away. They've pulled ridiculous amounts of bullshit on their customers and I don't have time for that.

Preach on brother! Cancelled my Preferred Account this year (see link below).

http://forums.anandtech.com/showthread.php?t=2335166

I've made exactly 1 purchase at Newegg.com since the thread I linked above. That purchase was only made because I absolutely couldn't find the item (ASUS GT630-SL-2GD3-L low profile video card FWIW) locally, or anywhere else on the Internet at the time I decided to purchase said card. Took me a little longer to realize how awful they've become on the customer service front, but Microcenter and Amazon get the bulk of my expenditures. About $1000 so far since early September that Newegg.com had absolutely no chance in hell of getting a percentage of wallet spend from me.

 

[pcslookout]

Newegg sucks nowadays. All other stores have 24 hours or less shipping time.

 

[pcslookout]

I think I am done with Newegg...the shipping is too damn slow. Ordered a 780 Ti OC on Sunday, and its projected to arrive on Monday. LA to the Bay Area taking over a week is ridiculous. And it wasn't like shipping was free, I had to pay for it. For a comparison, I bought a expansion chassis for my NAS. From NY to the Bay Area in 3 days, shipped free.

Who did you buy the expansion chassis from ?

 

[Childs]

Who did you buy the expansion chassis from ?

BHPhotoVideo.com No tax for me so I buy from them whenever I can.

 

[Meghan54]

Somewhere in the fine print I noticed that it even said the "refurbs" are tested by end user customers (not even technicians).

While I'm no Newegg fan, I doubt that's anywhere. I cannot find it.

Would appreciate a link to that statement, because I do believe you're confusing open box with refurbs.

 

[MWink]

While I'm no Newegg fan, I doubt that's anywhere. I cannot find it.

Would appreciate a link to that statement, because I do believe you're confusing open box with refurbs.

Okay, I just found where I read it and I realized that I was probably reading it wrong. Here's what I read:

This mail-in rebate offer is valid only with purchases made on 05/15/2013 on Targus APA31US-51-B 90 Watt AC Laptop Charger - Recertified by an
end user customer at Newegg.com.

I hope you can see how that may have been a bit confusing and led to my previous comment. I now realize I was wrong. However, it does not change the fact that their refurb/recertified items have a high DOA rate.

 

[FeuerFrei]

I looked in my Amazon order history and from 2011 and before I hardly had any orders. Now that Newegg sucks, my Amazon order history shows a ton of stuff.

But if I had to build a new PC (the last time I used Newegg), I am reluctant to go through Amazon. How are they with PC stuff in terms of pricing, options, and availability?

Here's some specifics on a build I did last March.

There is a $20 Newegg rebate on the Zalman cooler factored in.

 

[LoserDave]

Ive been using NewEgg for well over 10 years,, but lately ,, something has changed.
Check out this "Grade A", sold and shipped by Newegg, "refurbished' computer i just got.
https://www.newegg.com/Product/Produ...82E16883164455
It looks nothing like the condition of the PC in the product pictures.
The cooling fins were completely blocked. everything in the computer was coated in a white powder and dust. like it came from a corn products refinery , or a rock quarry or something. The fine dust even puffed out when the CD tray opened and closed. The front vents were loaded with the stuff. HOW IN THE WORLD could that be considered "Grade A"?

Newegg will not post my honest review and they delete my comments when i try to warn people.
I can't send it back because it's a no refund item. And i suspect i would have to pay for the postage to get it back to them.
The on-line help is like talking to a 3 year old, i feel like they couldn't even tie their shoestrings if they had to.
Things are changing there ,,, and definitely not for the better.

 

[ultimatebob]

Does Newegg still have a forum rep here, or did they leave?

If I was Newegg, I probably would have ditched the forum reps around the same time they decided to start price gouging people for video cards during the crypto mining shortage. They would just be a target for venting frustration.

Newegg also now reports all sales to the Connecticut tax office to help them catch people who aren't paying their "Use Tax" on untaxed Internet purchases. A lot of people in Connecticut got an extra tax bill (with added late fees and penalties) in the mail this year because of this.

Having to declare a 6.35% use tax on everything I buy from them pretty much negates any cost savings I was getting from buying stuff from them instead of Amazon. It's also makes doing my taxes a pain.

 

[Lanyap]

Tell them you are going to refute the credit card charge if they don't resolve it. A grade A refurbished PC should be clean and in working order with some minor blemishes.