Newegg.com Over sold items on Black Friday sale and then never charged card or shipped order City of Industry California
I ordered half a grand worth or products on Black Friday of 2015 and never received my shipment. I logged in to check out why and realized they never even charged my card. It said a product was back stocked even though I was able to purchase it and that one item was holding up my whole order of many items. I never received a phone call or email that there was an order fulfillment problem. I decided to start a live chat session since it was late at night and this is how I was treated. I will paste the converstation below. Remember, I spend at least 10 to 15 grand a year through this company that they can track so you would think I would receive some type of special value treatment.
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Douglas Y.: |
How may I assist you Daniel? |
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Daniel: |
What can you do for me that will make me forget that you all have been sitting on my order for 6 days without any progress in filling it? I was not contacted about any order fulfillment problems. I spend many many thousands of dollars a year on this account and I want satisfaction. I use Newegg exclusively for my technology company and have for many years. You all have wasted my time and now I will have to explain to my customers why their installs can’t be completed for many more days. What can you do for me to make me feel like a valued customer again or should I start shopping with another vendor that does appreciate the vast amount of money that I spend? Why wasn’t I contacted about this? I can’t believe my card hasn’t even been charged. If something is back ordered then send the rest. I don’t understand why I was able to purchase a product if it isn’t in stock in the first place? If I am a valued customer prove it and give me an incentive to keep doing business with you. |
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Douglas Y.: |
Thank you for providing me with that information. I truly apologize for any inconvenience you have endured. I assure you I will do my best to resolve this issue. May I please place you on hold while I look into this for you? |
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Daniel: |
sure, the order number is #248452443 |
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Douglas Y.: |
Thank you. |
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Douglas Y.: |
I am still checking. One more moment please. |
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Daniel: |
k |
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Douglas Y.: |
Thank you for waiting Daniel. It appears that the order was on-hold because the item # 33-997-218 was out of stock. I have unhold the order. It will be processed within 24 hours. I understand you have been inconvenienced by this issue, again, I apologize for the inconvenience. In order to remedy this situation, I have upgraded the shipping to Newegg 3 day and add rush process to your order. |
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Daniel: |
what is item # 33-997-218? I don't see that as an item number on my order summary? |
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Douglas Y.: |
It is TP-LINK UC100 USB Cradle. For your reference, please go to newegg.com/Product/Product.aspx?Item=N82E16833997218&Tpk=33-997-218 |
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Daniel: |
Ok, not the kind of incentive I was looking for but if 3day shipping is all you can manage for my inconvenience then I guess I will have to deal with it. |
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Douglas Y.: |
I appreciate your understanding Daniel. Once the order ships out you will receive a confirmation email. |
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Douglas Y.: |
Is there anything else I can assist you with today? |
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Daniel: |
Nope |
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Douglas Y.: |
Thank you for giving us an opportunity to serve you. Before we end our chat, I want to invite you to take our Customer Satisfaction Survey. To take the survey, all you need to do is click the "Exit" button at the top of the chat window. Your feedback is greatly appreciated. Thank you for contacting Newegg. I hope you have an eggcellent day! |
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Daniel: |
K |
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CS Team: |
The session has ended! |
Wow, these people really care about the money I spend or the fact that my business is suffering because of their neglect. Looks like I will find another place to spend a lot of money. What a bunch of spoiled pricks. Cash is king and my cash is going else where. I have plenty of venders that call me on a weekly basis that I turn down. Newegg, unless you rectify the way you treat this unvalued customer by actually giving something of value such as a gift card for as much as your think my account is worth, you lost me and my money. I used to recommend you on a weekly basis to my customers of which I have over 500 businesses and familys. Can you even imagine how much money you will lose out on? Ouch.
2 Updates & Rebuttals
Still waiting.....
#3Author of original report
Thu, December 10, 2015
Update: After 7 days of waiting for my card to be charged I was offered a shipping upgrade to 2 day service and expedited processing (meaning they pack my boxes quicker?). Here I am 5 days later and have only received 1 item of 15 total and the 1 item I received is damaged and will need to be RMA’ed. Since when did 2 day shipping take 5 days? I just don’t understand what is going on and have never had issues like this with Newegg. I have spent many hours trying to get these products and still my customers wait. I feel that when a company fails one of their loyal, big spending customers this badly that they would try to retain the customer. All I want is to be taken care of and to be made to feel like my business over the years has been appreciated. I hope the other items are not all damaged when they do finally arrive.
Newegg_Support
Whittier,California,
USA
Newegg Service Reply
#3UPDATE Employee ..inside information
Fri, December 04, 2015
Hello Daniel,
Thank you for bringing this to our attention and I apologize for the negative experience.
I have sent you an email with more information on your order. Please feel free to reply directly to that email if you have any questions or concerns.