EggXpert

Ok, here is the story...

I ordered a 22" LCD TV, i got an email from NewEgg showing it was on sale, $149, well hot damn i can't get a 19" around here for that, so i ordered it up, and i even got a combo price on a wall mount, even better!!

Get the tracking numbers and it shows arrival today, 11/04, awesome...  I have been waiting forever for a good deal to come my way on replacing the old tv we have in the bedroom, will be nice to relax and watch the evening news.

So UPS arrives today and i'm like a puppy waiting for my master to come home.. But wait he gets out of the truck with one small box??  Yep, you guessed it, the wall mount shipped from NJ and the TV shipped from CA and only one made it.

So i figured hey no big deal its happened before i bet it shows rescheduled delivery because the package got hung up an extra day somewhere and i promptly logon to check it out.  Well the tracking number for the TV shows that it hasn't been scanned since Oct 31st out in CA, some unload scan.... Hmm someone scan it and run off with it or what?

So i call NewEgg, now let me tell you this, i have been a loyal customer for many years, at one time i even used to order parts to build and repair computers for customers but have since left that job for something else due to the economy.  And i HAVE NEVER had a lost package with NewEgg or UPS in all those years.

So what does NE tell me?  We will file a claim and you should get a refund or replacement shipped to you in 7-10 business days??  What??  It's not my fault this package was lost, why do i have to wait 1-2 weeks to get what i paid for??

Even worse she goes on....  Oh, i'm sorry sir but the item is no longer stocked, so if the package can't be located we won't be able to ship a replacement we will have to refund instead.  Lovely...  So i get a $149 refund, i assume i get the shipping amount refunded but she didn't say, and i have to find another model to order thats in stock, but wait you don't have any 22" TV's in that price range on your site anymore.  So i guess i have to wait for a refund and take my money elsewhere??

Oh, and i paid with a debit card, so even if they do issue a refund in 7-10 days its going to take an additional 3-5 days to get the money back in my account.  So overall i have waited 4 days since ordering, potentially 10 days to get a refund processed, and another 3-5 to get that done.  I could end up waiting 20 days before i can buy a different TV now...

How do you lose a box that is two feet square by a half foot thick???

THANKS FOR NOTHING NE.....

 

 

Ok you're frustrated and I understand that.  I mean I would be frustrated too, if the item I ordered did not get delivered and I find out that it got lost.  However, this is in no way Newegg's fault.  Once UPS picks it up, it is all on UPS to get it to you.  The 7-10 days is standard for all shipping claims, whether it comes from Newegg, Amazon, TD, whoever....it's UPS controlling the time on the shipping claim.  That is how long UPS tells them it will generally be for the claim.  Also, the 3-5 days to get your money back is a bank issue...not Newegg's.  Pretty much all transactions work like that...money goes out from your bank easily...harder time coming back in.  If you would like, you can send DoM_DoM a PM here with your order number.  He is Eggstaff and he might be able to help you out.

Don't be mad at NewEgg; it's not their fault that UPS lost your package (if it actually is lost).

However, if you contact Dom_Dom or Wyldstallion through PM and explain to them what happened, they'll be able to help you.

I probably wouldn't be soo p****d off at NewEgg if they didnt handle it so poorly... So i used their live chat and the gal on the other end was acting like she was ignoring me... Here is the actual cut and paste from the chat, she just left...

 

 

PM me with your order number so I can take a look into this.

You got snippy with her.  I would have done the samething.  They are handling it appropriatly.  PM DoM_DoM like he asked you to do.

::edit::  I think the forum software is being glitchy...the quoted chat is at the top of the page....

 

Here read it, i didnt get snippy she ignored me..

 

17:22:11 System says, Angela has joined this session!
17:22:11 System says, Connected with Angela
17:22:11 System says, Hello my name is Angela. How may I help you today?
17:22:53 Scott Lichtsinn says, i had to file a claim for a missing package today, and

i now see the item is deactivated on the website, so if they cant find the package how

are they going to ship a replacement if they dont even have them in stock?
17:24:11 Angela says, I am so sorry for the inconvenience. We will see what we can do

for you then if it is not in stock when we process the claim. Please do not worry. We

will find a way out for you.
17:25:16 Scott Lichtsinn says, the biggest problem here is i bought a 22" lcd tv on

special for $149, now its out of stock, and the one you shipped me somehow vanished to

the point that UPS can't find it.... so im left without a tv and waiting for what 7-10

days before you even ship a replacement now?? thats unacceptable
17:26:27 Angela says, I will send a request to our related department to expedite the

process.
17:26:59 Scott Lichtsinn says, but how long will it take?
17:27:11 Scott Lichtsinn says, i have already been waiting five days
17:27:23 Scott Lichtsinn says, 3 day guaranteed shipping, yeah right
17:30:07 Angela says, I've noticed that you have been idle for 3 minutes; would you

still like to continue this chat?
17:30:24 Scott Lichtsinn says, yes, im still waiting for your response to my question
17:30:54 Scott Lichtsinn says, i need a tv or a refund this week not two weeks from

now, how long is this going to take to get this resolved??
17:32:17 Angela says, Thank you for contacting us. However, we have not received a

response from you in a timely manner and will be ending this chat session to assist

other customers. If you still need assistance please contact us again.
17:32:37 System says, Angela has left this session!
17:32:37 System says, The session has ended!

kb0nly:

17:27:23 Scott Lichtsinn says, 3 day guaranteed shipping, yeah right
17:30:24 Scott Lichtsinn says, yes, im still waiting for your response to my question
17:30:54 Scott Lichtsinn says, i need a tv or a refund this week not two weeks from

now, how long is this going to take to get this resolved??

You started being sarcastic so she ignored you.  Then she checks in with you being the nice person the C/S reps are, and you ask the same question that already you were given the answer to.  You already knew the answer yet you demand it from the C/S rep.  If you haven't already please PM DoM_DoM and let him help you out.

I'm on it

I've said it before and I'll say it again....DoM...you tha man!

I hope you can get something done, because i got hung up on twice trying to file the claim, finally got that done and then nothing, not a word more.

I expected an email, a confirmation, a timeline of how it would be handled...

Like i said, in all my years of buying from NE this hasn't happened before, and now that it has its really frustrating.  Especially since i'm probably going to end up getting a refund since they can't ship me something they don't have.  The cheapest TV i can find locally is a 19" LCD for $188... wonderful....

 

FYI its VERY glitchy on here... I see that copy and paste over top of everything at the top too... And sometimes i have to submit a reply 3-4 times before it actually shows up.

If possible can you edit and take out the log in your first post...not the second one...that one is fine.  I think the formatting of the log is what is causing the glitch.

Nope won't let me, says i can't edit a post after it has replies.

I don't think your replies would be considered snippy, given what happened. In fact, it does look like you were ignored there near the end....wow. I'm really surprised at that level of service.

Got an email from them this morning, the are going to refund in 3-5 business days, so another week and i should have my money back but still no tv...

Guess i can stare at the wall mount and pretend to be watching tv??

What's worse is there is no deals around the price i paid now, anyone know somewhere selling a 22" LCD TV for $150???

Replied to your PM.

Capt. Insane:

Don't be mad at NewEgg; it's not their fault that UPS lost your package (if it actually is lost).

However, if you contact Dom_Dom or Wyldstallion through PM and explain to them what happened, they'll be able to help you.

OK so this just annoyed me. You say that yet Newegg used to thrive on the rep of fast shipping. Look at a bunch of reviews in the past few years and you'll see comment's like " Thanks NE! I order 3 day shipping and it got here in 2! " The site is filled with comments in that nature. 

BUT as soon as sh1t hits the fan, it's not NE's fault.

I agree NE doesn't have any control on lost packages and how the shipping companies route the packages but they built a reputation around their fast reliable shipping. 

In the end, I'm glad DoM_DoM was on the ball and helped kbonly. I still think that newegg got too big for it's breeches. CS and overall experience was much better 4 years ago. Of course it's my opinion, feel free to disagree.  

agreed and disagreed.

Its no doubt that newegg has done a lot better in recent years, and fast shipping is surely a major contribution to their reputation, but the current declining shipping service shouldn't be their fault, period. maybe if we can be more insightful, then we will easily find out it's UPS or Eggsaver that has gone behind nowadays, but not Newegg, IMHO