Newegg.com - Are we seeing a new trend here?

[dominick32]

I saw another thread that got me thinking. So let me add my two cents to this thread. For the past 2 years I have spent thousands and thousands of dollars with Newegg.Every time I ever placed an order with them up until about May of 2006 this is how my order would be processed. I would place the order, 30 minutes later my credit card would be charged and it would already be packed to be shipped. 4 hours later it would be shipped and I would have a tracking number. This occurred on every single order, for over 25 seperate orders from the previous year. Thats why Newegg was my #1 retailer. It was flawless.My RMA's used to always be expedited as well. As soon as UPS tracking showed that NEwegg had received my item, I was either issued a refund, or replacement within 6 hours. Whos better than Newegg?

That was UP UNTIL THIS YEAR, like I said starting about May of 2006. Like they always say, sometimes online retailers grow too big, too fast. I have ordered around 9 times, from May of 2006 to December of 2006 and this is now currently how my order process is taken care of:

Order Placed. 30 minutes later credit card is charged and placed on step 3. Sometimes it moves to Step 5(shipped) at 6pm, sometimes it stays stuck on step 3 until the following day. Once Step 5 is reached, it says the product is shipped but for the most part its not shipped. Usually the next day it is finally shipped and a tracking number is received but occasionally it will actually ship the same day. I would say 1 in 3 times it will ship same day.

When I click rush order and Overnight shipping, I have wasted my money 2 times with them within the last 3 months because both times I have ordered before 2pm PST, and both times my order was not shipped until the following day at 6pm. So,overnight shipping with 2.99 rush order fee took on average 2 to 3 days, instead of 1.

Everytime I call up customer service and gripe, they issue me my 2.99 rush order fee back and they say that is all we can do for you. I tell them. When I select rush order fee and overnight air shipping (and I do order within there 2pm PST guidelines) I need something, its important and I expect it to my door the next day. As I said, this happened two times in the last 3 months.

Now, onto there current RMA procedure. I also have had the need to RMA three items over the past 6 months with Newegg. Like I said previously, all of my RMA's with them have always been flawless until this year. This year, every single RMA that I sent in to them I needed to call up Customer Service and also the UPS customer service to find out where my package was located. On all three occasions, Newegg and UPS tracking didnt receive my package for 3 days after the delivery date. It turns out the excuse that both Newegg.com and UPS gave me is that the UPS truck that delivers to Newegg sometimes just leaves packages in the Newegg warehouse in a huge storage container, and doesnt scan them into the tracking system. ok...

So, after all three times of me calling up to actually track and find out where my package is, Newegg finally scans the package as received in their Online RMA Update service. Now, when I finally think I am getting my replacement and refund, it has taken me on average from 3 to 5 days to get an update in that online service. :bang head

So here is what I learned from my experience with Newgg.
-They have great prices and they usually have a huge assortment of in stock items.

-Before December of 2005, Newegg always shipped all orders the same day and processed RMA's the same day.

-After May of 2006, Newegg takes a long time processesing and shipping orders (hit or miss with me) and takes a tremendously long time receiving, sorting, and processing RMA's.

Is this a trend we are seeing here? Or is this a bad luck isolated series of events with me? Because dont get me wrong, I love Newegg and think there procedure and customer satisfaction is great but when you get down to the nitty and gritty, lately the processing time has been nothing to praise about.

[Captain Helghas]

I think your expectations are a little high. The probability you will get same day shipping with any online retailer is pretty small. I'm sure that their order volume has increased significantly since their inception, and though it may have been great when they could get it same day, I don't think it's fair to hold that as a constant.

[rocco]

i Say just a tad high, go move to europe and see how they will treat you, they'll send you to nice places! People are so inpatient nowdays!

[dominick32]

i Say just a tad high, go move to europe and see how they will treat you, they'll send you to nice places! People are so inpatient nowdays!

You dont have to tell me about the mail system in Europe. I lived in Rome for 6 months study abroad in my college years... lol it was horrid :bday:

[dominick32]

I think your expectations are a little high. The probability you will get same day shipping with any online retailer is pretty small. I'm sure that their order volume has increased significantly since their inception, and though it may have been great when they could get it same day, I don't think it's fair to hold that as a constant.

Again, I am just displaying the trend that I have noticed since I have been a customer with Newegg from the beginning. RMA service has declined drastically and I dont think I will even use rush order, overnight shipping anymore because it usually is never overnight. These are just observations, nothing more.

[nvidiaOCmaster]

Im starting to notice that next day shipping is taking...5 days...

[jcw122]

Newegg has spoiled its customers :D

[dominick32]

Newegg has spoiled its customers :D
hahah

Very true bro. I guess thats another way to look at it. Since I have been a long time customer of over 2 years, I got spoiled by the way they use to treat me... lol :beer:

[tech9]

Actually the trouble started when they didn't offer free FedEx shipping. And they started charging more for all types of shipping. Which is totally acceptable, i know shipping charges went up.

I have actually spent more at newegg then somewhere else knowing this only because of the good customer support. They are starting to head downhill very fast though. I hope they don't turn into a TD... TD was good, years ago.

[torin3]

I've placed several orders in the last couple of weeks. 8800s and new PSU. All have shipped fairly quickly even with holiday timing. Ordered a PSU yesterday morning, with free 3 day shipping, and did a rush. It went out that evening and I got it this morning. It may just be heavy load due to the holidays.

[Rattle]

Newegg has spoiled its customers bigtime, I have been ordering 3 years and the first 2 years it was CONSISTENT... THE SAME like lightning. I would call up and have a small issue, complaint or gripe and they would practially give you stuff to make up for it.

Nothing but PRAISE, but the last year has been well not as good, I have noticed slower times in processing, the one RMA i had with them this year was pretty smooth and no complaints there at all.

Going full time UPS is responsible I think.

All in All newegg has always done right by me and still do, they have in the past made me feel like a valued customer every time I talked to them and they realized how much money is spend there and how much business I have actaully brought them. I would kind of like this recognition a little more cuz I could easily take my business elsewhere but I am sure there's plenty like me lol.

Customer support seems slightly less... personel I guess you could say these days, but they still take care of me. I will still take them over anyone else.

[tech9]

Well in my area, UPS don't arrive till around 7-8PM, where FedEx arrives before noon.

You should be able to choose without having to pay double.

[Rattle]

Well in my area, UPS don't arrive till around 7-8PM, where FedEx arrives before noon.

You should be able to choose without having to pay double.


same here man exactly the same

[scoobydoo]

I just received a Shuttle XPC today that was horribly packed. It was double boxed, but the shuttle box was moving around inside the outer box. When I opened it there were barely any packing peanuts inside. They also didnt send me an invoice with it.

Everything seems to work ok, but this is the worst service I have had from them yet:(

Not to mention I was home all day and the UPS guy just left it on the doorstep and left without even knocking or making any sound at all. I only realized I received the package because it said it was delivered when I looked up the tracking online to make sure it was being delivered today.

[S_Wilson]

Newegg, like every other company seems to go through cycles. At least with Newegg these cycles are far between, short duration and mild effect.

As for me, my orders have been like butter as long as Fedex is chosen. If UPS is chosen then it gets here when it gets here, not really Neweggs fault. The 2 RMA's I have done this half of the year have been handled superbly, again Fedex (ground) is my carrier of choice.

[dirtyp]

Not just there shipping, but there customer support is slipping they use to go out of there way....
I use to save 15-30% by ordering on the egg now there is always another retailer with similar prices...
So overall they declined but there still better then most...

[benbaked]

I've noticed the slow updating for UPS tracking numbers, but I don't know if that might just be a UPS problem in general. That's my only beef with Newegg, the FedEx saver shipping isn't as cheap as it used to be. I can't complain too much, everything that has been shipped with UPS has arrived by the time they state it will. It was nice always getting Fedex saver shipped packages a day early, oh well not for free anymore.

[dylskee]

Plus it does say it takes up to 48 hours to process your order so if they process it the next day they are still giving you a great service. I see what your saying though, as many people have already stated "Newegg has spoiled us"! I have been ordering from them for about 3~4 years and I would say about 98% of my orders were shipped the same day. I ordered some stuff for Christmas and it was delivered the next day with standard shipping so that to me is INCREDIBLE srevice! I just hope this great service continues.

[maelstromracing]

Like I said in a previous post, if you EVER need anything the next day or the day after that, CALL them on the phone and let them know. Placing the order over the net and expecting it in the next day or two is unrealistic. If it happened before, super, but even their site says expect 48 hours(usually 24 for me). If you REALLY need it that bad, hit the brick and mortar stores and pay the premium for having to have it now. :)

[dicecca112]

all I gotta say is if vendor a doesn't do it for you go to vendor b. I don't order from newegg anymore because there customer service sucks, there prices are routinely beaten by zzf, and there shipping prices are exorbiante. If egg wants to become the next tigerdirect let them. I won't be buying from them any time soon

[fabulouscoops]

I agree that shipping service has fallen off since they went with UPS. Prices are still very competitive, but since I live in New Jersey and that is one of three states that has a Newegg warehouse, I have to pay NJ state tax which is an extra 7%. For this reason I have been looking at other vendors a lot more than in the past. Zipzoomfly has no shipping and no tax for me, so if the price is close, I go there.
Kudos to Newegg for their product sorting capabilities. Unmatched anywhere else, so I always look there first, then see if I can beat the price elsewhere. At least they get first crack at my business.

[MrCrowley]

I dont even bother with next day. I live in CT and about 75% of the products I have purchased off of new egg come from NJ. I order it at 12 and it's shipped out to CT by 3, I get it the next day without paying anything extra.

But yes I have to agree I am starting to see a decline in promptness by them. So far on my new build 2 things took FOREVER to process, actually I jsut bought my video card so we'll have to see how long that takes.

[trendx]

I think this time of the year Newegg does deserve alittle slack. Just the other day, I ordered something overnight and it got to me next day, from their warehouse in Louisianna or something.. I also have had to RMA in the past month and it has maybe taken 3-5 days. Overall I think Newegg is far better than most if not all other computer e-tailers and thats how I will continue to judge them. Not to mention I can get live support now which is nice.

[Rattle]

they dont have a warehouse in louisiana

california
new jersey
tennessee

[trendx]

Louisianna or something guy!!!! i just knew it wasnt CA, if its CA i get my orders overnight no matter what I do.

[darkcow]

i've bought 3 orders from them each one totaliny over 800 bucks (3 core 2 duo machines)


yea, my first one shipped out same day, my second and third took a day. the second took 3 days to get here same as second.

the third it got here in 2 days flat out. that means they shipped out the package and drove it from tennessee over night.


yea, they get slow sometimes, but those times when it arrives a few days early it just makes it great.


i think they've just gotten big, but they're still my #1 and they will always be until they pull a monarch.





but i do DISPISE ups, i hate their guts. 70% of EVERY package from them has had damaged packaging, holes in them and everything.


100% of all packages from fedex and usps are in perfect condition.

[jcw122]

BTW guys, don't blame shipping prices on newegg. They don't control shipping prices. UPS and Fedex do.

[anothermbdusted]

Well in my area, UPS don't arrive till around 7-8PM, where FedEx arrives before noon.

You should be able to choose without having to pay double.


same here ups is always late and like 6-8pm and fedex is always early like 9am and the box is never damaged and if it is the guy stands right there with me filling out the report of damage and also to see if the contents are damaged or not, im about to order again and im really hoping they dont mess it up cuz if they do it will be the last time as the last 3 times have been messed up or damaged by selecting UPS...ill pay the extra to have fedex i just wish they never changed to UPS!!

[T'wolves]

You should be able to choose without having to pay double.

Not if Newegg has a special contract with UPS offering lower rates to in exchange for marketing them through free shipping offers.

I still think Newegg service is good, the high and increasing volume is finally catching up probably. I signed up for their prefferred account, so I get free rush processing on everything. It's things like that, that are probably starting so slow up the speedyness of it.

[blkdiamond]

Considering the volume of product that New Egg ships everyday, chances are for every upset customer, like yourself, their are many, many happy customers. New Egg has great prices, a wide variety of products and decent customer service, that is why I continue to shop there. I have had my share of poor customer service, from both local and Internet businesses, but New Egg has not disappointed me yet.

I personally have never had a problem with New Egg and I have spent thousands for both personal and business. I have never had a problem with an RMA either.

Also, I think this applies to Fed-Ex and UPS as well. I have never had a problem with either of them damaging boxes.

I guess I am one of the lucky ones.

[stereo555]

I still recieve most of my Newegg goodies in about 24-36hrs (from order to door) with 3-5 day shipping. I must admit I live pretty close to them (about 100 miles) , but after all these years Ive been ordering from the Egg Iam amazed that they are still about fastest etailer Ive ever seen or dealt with . Considering the volume of orders they deal with in a year (about 1 billion in sales) , thats extremely good in my books .

[Captain Slug]

Having a good number of warehouses spread throughout the country coupled with a very fast packaging line has that effect.

[ScottinIndy]

After a rocky start with UPS, I almost always get my items in the same time frame as back in the FedEx days, I usually order early in the morning, My order is almost always processed, Packaged and shipped the same day, And I usually get it the 2nd day after it leaves Newegg, The only real difference is that UPS delivers in the evening in my area, While FedEx always delivered around noon. So I honestly haven't noticed a real difference from my perspective.

[MrCrowley]

I like newegg so I havent had any problems with them yet...


I remember reading about zipzoomfly on here and checked out their site and I acutlaly purchased my video card from them sat. night, the charge has gone threw but it hasn't bee shipped out yet.. hell it says it's still "processing". I hope they ship this out soon, I would like to get it this week but I trust them

[(Clanger)(DOA)]

i recently bought a cpu and it took a while to process and like 2 days later i got an email saying it had been shipped with a tracking number, by the time i clicked the link the ups man was knocking at my door... LOL

[splat]

I've been ordering from newegg since 2001, and I gotta say, everything is exactly the same, aside from when they added the NJ warehouse. I hate it when things get shipped from CA now, because I get things overnight when it ships from NJ and it takes 3 days from CA. Orders from the TN warehouse seem to take 2 days. I've never had an instance where I got my order in by 5pm EST and did not have a tracking # by 9pm EST. I've never used the rush order and i've never picked overnight delivery, so I can't comment on those. I always choose fedex super saver or ups 2-3day ground, and I've never had a problem with either. I've only RMA'd a handfull of things with Newegg, and all of those turned out great too; nothing unexpected.

I guess I've been lucky.

[DasFox]

Well Mwave and ZipZoomFly are good too. :)

[squads]

Shipping has definitely been slower recently. I used to get orders within 1-3 days even with standard shipping. It was ridiculous how fast it was. Now they are closer to other online stores as I tend to get my orders within about 4-7 days. I still like them more than other retailers, but the gap has gotten much smaller recently.

[torin3]

Well, I ordered a monitor from Newegg the 31st of December. No rush or any priority on shipping. I'm pretty sure they were closed on the first, as a holiday. They shipped it on the 2nd and I had it today before lunch. Free shipping too.

[ashenfang]

I have noticed a difference in their shipping as well. I ordered a evga 7950gt ko vid card yesterday. All the billing/processing/charging to the card occured before 9:00am PST, I paid for rush processing and 2nd day shippings. Well, it sat on step three all day yesterday and all day today, then at around 4pm PST, it finally went to step 5, but still no tracking number. I called them up and there was a tracking number for deliever on friday, and they issued me a $3.00 credit.

[MrCrowley]

I dont like zipzoomfly anymore. It take WAYY to long for them to process an order. I ordered my video card on the 31st at 830 and until TUES afternoon it was charged and not shipped out until today (wed.) at 6pm and will be here on fri. I can't believe it takes that long for it to process and ship. I called them up yesterday and asked what was going on and they told me I had to verify the order so I did so and they told me it was going to be shipped out that afternoon, oh wait, wasn't shipped out till THIS afternoon. I'll stick with newegg.

[Kunaak]

I dont like zipzoomfly anymore. It take WAYY to long for them to process an order. I ordered my video card on the 31st at 830 and until TUES afternoon it was charged and not shipped out until today (wed.) .

not trying to step on your feet or nothing...

but the 31st was a sunday, and new years eve.
the following day was new years day, and just about everywhere was closed.

the earliest available day to process an order would have been the next available business day, which in your case would be tuesday.
a day for processing the order and catching up on weekend sales, and it would be pretty reasonable that it would go out by wednsday... given the holiday, and the fact they are most likely trying to play catch up from new years and all that.