EggXpert

I placed my order last Thursday, and as of right now it has not shipped.  Most frustrating is that I've sent 3 emails, one per day, about and each time I was blown off and told that everything was fine and that my order would ship out soon.  Tonight I learned that everything was not fine and that they've been having a problem at their warehouse in NJ for days.  My printer shipped from TN, but everything that I actually need is coming from NJ and has not.

If there is a problem with a customer's order, and they write and call you about it, don't tell them everything is fine when it's not.  First, my order should have been shipped by Friday, before the warehouse problem.  Second, if I had known by Monday that I would not be getting my order this week, I would have cancelled it and ordered from somebody else.  Also you could have shipped from another warehouse.

Keeping your customers in the dark about problems that you are having, so they can't cancel their orders, is NOT acceptable.

Worst of all is that Newegg has apparently no interest in making me happy.

Please keep in mind that I'm really rather frustrated at this point:

Please wait while we connect you to a Newegg representative.

p.s. this is an $1,800 order.  A $7 reimbursement isn't going to whoo me.  Getting me my order this week, would.

I have the exact same problem. ordered friday morning. said every thing is coming from NJ, the case which was sent out on its own got here monday. every thing else is still at step 3 =/ talked to the rep he assured me that my order is about to be shipped out

I would suggest PMing either Jas0n or sj1dog as they are both newegg/eggxpert staffers and they can find out more of what is happening and will be able to help get this resolved.

to be honest if they had blown me off like that, and refused to upgrade shipping to account for lost time,  I probably would have immediately told them to cancel the order, and that if they did not I would call my credit card company and stop payment.  I have done it in the past, and it is remarkably effective since it is a professional responsibility to notify a customer the moment you know the order will be delayed, especially if they inquire directly.

just talked to the CS again, told me she cant do anything about the delay all they can do is give us back our money for the shipping. -_-'

Try PMing either Jas0n or sj1dog to see if they can help like I suggested earlier.

But wait! There’s more!

So last night I posted my issue here and PMed the two Newegg reps, Jas0n and sj1dog. They told me that they would contact the warehouse directly to get my shipping upgraded for me. I believe they did their best for me, but the order shipped out tonight, not upgraded.

Also, I spoke with customer service supervisor, David in the phone center. As there was no way to tell if my original order had been upgraded or not, the plan was to create a new order, rush the processing, and overnight it for me. I would then return the original order and they’d waive the restocking fee. Also, it would ship out of a different warehouse to avoid any lingering delays. This sounded great and David sounded very interested in helping me resolve this.

So David offered to, and swore up down and center that he would, call me back at 4 PM PST to let me know that everything went OK. He did place the second order, and it has overnight shipping, BUT IT DIDN'T SHIP!  AGAIN!

Now, here it is 6PM PST and no phone call from David.

haplo888

So David called me Thursday morning and apologized for not calling me back.

 

Also, even though my shipment always showed as “Ground”, I noticed Thursday morning that it was scheduled for delivery that day.  It seems that sj1dog and Jas0n were successful after all and UPS’ system is just slow.  Many thanks guys.  I can’t explain how happy I was that I was going to be able to use these parts after all.

 

Unfortunately this is where my good news ends.

 

When I learned my package was coming after all, I stayed home from work on Thursday to make sure that I would get it.  (There are family reasons that made this very important to receive by the holiday weekend).  I checked my front door every hour.  At 4 PM there was a notice from UPS – they never rung the bell.  This happens a lot.

 

I called UPS to ask them to hold the package, and was told I’d be called back with a time to pick it up.  They called and told me to come between 6PM and 7:30PM.  I was there at 5:50PM.

 

For the first hour, they told me that my driver had not come in yet and that I had to wait, which I did patiently among a few dozen less-than patient customers.

 

By 7PM they told me that my driver had come in, but was “incompetent” and didn’t check in.  They said he had unloaded his truck and all the packages went to the back to be re-delivered, even those that were supposed to be on hold for pickup.

 

I explained the important of getting my package that evening and they told me they would look for it.

 

By 8PM, after watching dozens of people come and go, 50% of them left without their packages, I asked to speak with the manager.  I was told that I could, but he never came out.

 

At 9PM, I was the last person left and the manager finally came out to speak with me.  I explained that I had been waiting for over 3 hours and that I really did need my package that evening.  He told me there was nothing he could do, but that he could have it delivered to me on Saturday morning.

 

After all that I went through with Newegg to get my package to me by Thursday, and after waiting at their desk for 3 hours, I really was not happy with having to wait until Saturday, but I eventually accepted it.

 

Come Saturday morning, no package.

 

When I called UPS, I was informed that that UPS center does not make Saturday deliveries at all, and that it would have had to be stored at another location.  There was no physical way that he good have kept his word to me about a Saturday delivery.  The UPS manager had looked  me in the eye on Thursday and lied to me, after keeping me waiting for 3 hours, just to get rid of me.

 

Needless to say, I’m a bit irked at UPS and expect my battle with them to go on for some time.

 

Unfortunately, my Newegg order is no longer of any use to me whatsoever, so I will refusing the shipments.  I do appreciate Newegg’s efforts at the end, but with UPS’ incompetence and unprofessionalism, it was just too late.  Please accept the return of my packages, issue me a refund, and waive any restocking fees.

 

Thanks again,

Haplo