Everything you need: unbiased reviews, product specs and great deals.
Aug 1, 2011
Aug 1, 2011
UPDATE: Simple order messed up. Horrible customer service.
I have purchased may things from NewEgg over the past years and for the most part orders get processed quickly, things arrive early and if there's a problem, customer service steps in and resolves the issue.
Unfortunately this time Newegg is being anything but helpful. I ordered a laptop from Newegg using my credit card. Newegg sent an authorization request to my bank for the purchase price and it was approved. Newegg then sent a _second_ authorization request for the exact same amount which the bank (rightfully) denied (According to my bank they sent a total of 5 additional authorization requests that day and one more the next). Newegg sent me an email stating that my bank refused the authorization and put my order on hold. It was that way for five days. During that time I had numerous calls and emails with Newegg but nothing is resolved. On the sixth day I cancelled the order, but had to wait for the unused auth approval to age off my ccard account (Only the merchant can cancel an approved auth request).
Newegg had acknowleged the fault was in their payment system (they sent me an email) and that I'm not the only affected customer, but they offered no resolution. My bank offered to get on a call with myself and Newegg to verbally give them the authorization information, but Newegg's response to all queries and suggested resolutions was "we're working on it". Two days after the order was placed I got an email from Newegg stating "We have received confirmation that all duplicate payment authorizations should now be reversed". My bank still showed the original approved authorization but Newegg still did not process my order. Meanwhile I was getting emails from Newegg (automated, they tell me) about my on-hold order telling me I must have entered my ccard info wrong (then how was the bank able to approve it???) and until I fix it the order cannot proceed.
This is so unlike Newegg. Normally they'd be all over it, getting my issue resolved and the order completed and shipped.
Many years of positive experiences overshadowed by one badly managed issue.
I was contacted by a Newegg Public Image Professional who apologized for how my particular situation was handled. They explained that Newegg had issues with their order authorization process that affected a number of Newegg customers, that "Customer service has been notified that the issue with duplicate authorizations has been resolved" and offered compensation in the form of a gift card. I'm hoping this means they'll no longer lose approved authorizations.