- Joined
- Nov 16, 2004
Like many of you on these forums, I have been a customer of Newegg's for over a decade. My first build is still in their order history from 2004 and I never had a bad experience with them.
Not until just last week when I finally decided to pull the trigger and get my first M.2 Solid State Drive. And not just any off-brand M.2 SSD, but a 512GB Samsung 950 PRO. It was $299.99 with a 15 dollar off promo code. I thought what a great deal! I even went out of my way to renew my premiere membership knowing I'd get free rush processing and free 3-day or faster shipping (and this way I could order a few more things in the next 3 months
). Now, I'm also an Amazon Prime member so I'm pampered when it comes to fast shipping and I absolutely cannot stand waiting a week or longer to get a shipment. I figured Newegg would live up to these standards as they always have in the past.
So I placed the order on 9/23, last Friday Morning nice and early (10AM) knowing the rush processing would get through and they'd at least get the shipment out the door and moving. I'd probably see the M.2 drive on Monday or Tuesday the latest. To my amazement I got the FedEx tracking # a few hours later and the estimated delivery was Saturday (9/24) and the package had been picked up and delivered to FedEx in Indianapolis, IN at 8PM Friday night. Good news! That's 2.5 hours away from Chicago, IL! That shouldn't even take a full day to make it to the distribution center here!
Well, needless to say Saturday came and went with no drive being delivered and zero updates being reflected in the tracking. Oh well, no big deal - I'm sure I'll get it on Monday or Tuesday. However, when checking the tracking information Sunday to see what the projected delivery would be, it reflected that there was "No scheduled delivery date available at this time". This was reflected well into Monday afternoon so I hit up a CSR on Newegg chat while at work to see what might be going on and when I could expect the drive by - mainly so I could leave work to be at home to receive it knowing FedEx requires a signature. The CSR informed it was due to be delivered on Wednesday (9/28) and that I should wait 24-hours to see a change reflected in the tracking information.
24-hours comes and goes - still no change. Just "No scheduled delivery date available at this time". I chat with another CSR who tells me the same thing - to wait until Wednesday. Well Wednesday comes with no change in the tracking information and no sign of the package arriving. No FedEx sticker on the door, no email, nothing.
So I call Newegg this time and the CSR talks to FedEx (who says the package is coming still), but puts in a claim ahead of time. He tells me to contact them back if the package shows up so we can cancel the claim. I asked him specifically about having a replacement shipped with expedited shipping, but he assures me that the package should still arrive. I figure this is standard procedure and that maybe, just maybe, the package will show up or the tracking information will reflect some news soon. Nope. Nothing. I even scoured through hours of surveillance camera footage just to CHECK if FedEx even stopped by my residence.
By this time now I have received TWO other orders from Newegg I placed at the beginning of this week that came via UPS and USPS.
As of yesterday (9/29) I call again. This time the CSR says that the agent on Wednesday (9/28) put the claim in as a refund and that I would not be receiving a shipment at all. I asked again about having a replacement sent with expedited shipping. She informs me that she can change the refund to a replacement. Great! I figure that I'll finally see something before the end of the week with them sending it by 1 day shipping. She tells me I'll receive updates on my claim via email.
Now this is where my patience starts to wear thin. By Friday morning I have zero emails reflecting any sort of update on my claim. Again, I'm at work so I hit up support via chat again to see if I can get an update on the status of my claim.
The agent has both my order # and my claim #. He looks into it and tells me that I need to wait 3-7 business days for the claim to be approved in order to receive the replacement.
Never, have I ever, had this type of issue handled this way by Newegg. I have had lost packages and RMA's shipped immediately without them even receiving as much as shipping information from me. Why on earth do they need to process the claim when clearly FedEx has botched the shipping on this order? The tracking has been inactive since 8PM LAST SATURDAY (9/24)!
Being stuck in this whole debacle I accept my fate and I do what the current CSR suggests. I place another order. He promises they will waive the 1-day shipping fee and will reinstate my promo code. He tells me I will have to wait 3-5 days for the shipping waive and promo funds to be properly reflected on my credit card.
I don't see how this is right. I have to have an additional $300+ outstanding on my credit card now while they figure out who messed up and where. I don't believe that is "premiere" customer service. Not to mention the fact of how much effort I had to go through to get this straightened out. Each time the CSR made me believe that the issue was handled and that I'd see something within a timely manner delivered. I have to take the hit because someone who is a part of their process messed up. That's not how you do business and keep customers happy - not to mention 12 year dedicated customers who have spent thousands of dollars with your company.
Now, I know Newegg has absolutely no control over FedEx losing a package. However, what they do have control over is shipping a replacement the moment they see the tracking is completely absent of updates. Especially when it has been that way for several days. I didn't know the Egg had fallen so far downward with its customer service. I feel like I was run in circles just like any other company does these days attempting to absolve themselves from accountability. It's been a waste of my time, money, and in general is stress I don't need to go through when I could drive 15 minutes to MicroCenter and pick up the drive physically myself and just price match the drive and eat the 15 dollar promo code. The only reason I bought it from Newegg to begin with was because I had never had issues in the past. The shipping has always been superb and if I had any issues they resolved them pretty much instantly.
But not this time apparently. I can't say I'll ever rely on them to do so in the future. I also can't say I'll ever buy such a small, expensive piece of hardware from them again knowing this is how they handle the process now.
I'm utterly at a loss here. I'm not even mad at any one in particular. Not even FedEx. Losing packages happens. I'm just completely depressed with learning the fact that Newegg is now just like any other company out there, just slightly more polite.
/endrant
Not until just last week when I finally decided to pull the trigger and get my first M.2 Solid State Drive. And not just any off-brand M.2 SSD, but a 512GB Samsung 950 PRO. It was $299.99 with a 15 dollar off promo code. I thought what a great deal! I even went out of my way to renew my premiere membership knowing I'd get free rush processing and free 3-day or faster shipping (and this way I could order a few more things in the next 3 months
So I placed the order on 9/23, last Friday Morning nice and early (10AM) knowing the rush processing would get through and they'd at least get the shipment out the door and moving. I'd probably see the M.2 drive on Monday or Tuesday the latest. To my amazement I got the FedEx tracking # a few hours later and the estimated delivery was Saturday (9/24) and the package had been picked up and delivered to FedEx in Indianapolis, IN at 8PM Friday night. Good news! That's 2.5 hours away from Chicago, IL! That shouldn't even take a full day to make it to the distribution center here!
Well, needless to say Saturday came and went with no drive being delivered and zero updates being reflected in the tracking. Oh well, no big deal - I'm sure I'll get it on Monday or Tuesday. However, when checking the tracking information Sunday to see what the projected delivery would be, it reflected that there was "No scheduled delivery date available at this time". This was reflected well into Monday afternoon so I hit up a CSR on Newegg chat while at work to see what might be going on and when I could expect the drive by - mainly so I could leave work to be at home to receive it knowing FedEx requires a signature. The CSR informed it was due to be delivered on Wednesday (9/28) and that I should wait 24-hours to see a change reflected in the tracking information.
24-hours comes and goes - still no change. Just "No scheduled delivery date available at this time". I chat with another CSR who tells me the same thing - to wait until Wednesday. Well Wednesday comes with no change in the tracking information and no sign of the package arriving. No FedEx sticker on the door, no email, nothing.
So I call Newegg this time and the CSR talks to FedEx (who says the package is coming still), but puts in a claim ahead of time. He tells me to contact them back if the package shows up so we can cancel the claim. I asked him specifically about having a replacement shipped with expedited shipping, but he assures me that the package should still arrive. I figure this is standard procedure and that maybe, just maybe, the package will show up or the tracking information will reflect some news soon. Nope. Nothing. I even scoured through hours of surveillance camera footage just to CHECK if FedEx even stopped by my residence.
By this time now I have received TWO other orders from Newegg I placed at the beginning of this week that came via UPS and USPS.
As of yesterday (9/29) I call again. This time the CSR says that the agent on Wednesday (9/28) put the claim in as a refund and that I would not be receiving a shipment at all. I asked again about having a replacement sent with expedited shipping. She informs me that she can change the refund to a replacement. Great! I figure that I'll finally see something before the end of the week with them sending it by 1 day shipping. She tells me I'll receive updates on my claim via email.
Now this is where my patience starts to wear thin. By Friday morning I have zero emails reflecting any sort of update on my claim. Again, I'm at work so I hit up support via chat again to see if I can get an update on the status of my claim.
The agent has both my order # and my claim #. He looks into it and tells me that I need to wait 3-7 business days for the claim to be approved in order to receive the replacement.

Never, have I ever, had this type of issue handled this way by Newegg. I have had lost packages and RMA's shipped immediately without them even receiving as much as shipping information from me. Why on earth do they need to process the claim when clearly FedEx has botched the shipping on this order? The tracking has been inactive since 8PM LAST SATURDAY (9/24)!
Being stuck in this whole debacle I accept my fate and I do what the current CSR suggests. I place another order. He promises they will waive the 1-day shipping fee and will reinstate my promo code. He tells me I will have to wait 3-5 days for the shipping waive and promo funds to be properly reflected on my credit card.
I don't see how this is right. I have to have an additional $300+ outstanding on my credit card now while they figure out who messed up and where. I don't believe that is "premiere" customer service. Not to mention the fact of how much effort I had to go through to get this straightened out. Each time the CSR made me believe that the issue was handled and that I'd see something within a timely manner delivered. I have to take the hit because someone who is a part of their process messed up. That's not how you do business and keep customers happy - not to mention 12 year dedicated customers who have spent thousands of dollars with your company.
Now, I know Newegg has absolutely no control over FedEx losing a package. However, what they do have control over is shipping a replacement the moment they see the tracking is completely absent of updates. Especially when it has been that way for several days. I didn't know the Egg had fallen so far downward with its customer service. I feel like I was run in circles just like any other company does these days attempting to absolve themselves from accountability. It's been a waste of my time, money, and in general is stress I don't need to go through when I could drive 15 minutes to MicroCenter and pick up the drive physically myself and just price match the drive and eat the 15 dollar promo code. The only reason I bought it from Newegg to begin with was because I had never had issues in the past. The shipping has always been superb and if I had any issues they resolved them pretty much instantly.
But not this time apparently. I can't say I'll ever rely on them to do so in the future. I also can't say I'll ever buy such a small, expensive piece of hardware from them again knowing this is how they handle the process now.
I'm utterly at a loss here. I'm not even mad at any one in particular. Not even FedEx. Losing packages happens. I'm just completely depressed with learning the fact that Newegg is now just like any other company out there, just slightly more polite.
/endrant
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