"I have been a Newegg customer since 2006. I build computers for people. Newegg has always been my go to place. However in the last year or so this company has changed drastically. Last computer build I order a part said was compatible with the motherboard it was not so I return it. My shock had to pay return shipping for a part that did not even have the proper connector to the board the claim comparability to. They graciously waived the re-stocking fee when I call them and discuss this with them. However the shipping cost me 50% of the original part cost. Now this brings my to this review. I order a printer from them and when it arrived the box was badly beat up. I wanted to exchange this because if the box looked that bad would would be the long term performance of this printer. I call to advice it was damaged they hold time was so long computer could not even tell you how many minutes was your wait. I enter phone number for a call back and I am still waiting. Send a sms text that took 3 days to respond. In the meantime I had a long drive so I decided to call again after 1 hour and 4 minutes Marcel Montero answered call took 2 min to tell me that they would need to file a claim with the carrier and they would advice after the carrier had responded in 7-10 days. I have never heard of anything like this. First of all I work for a parcel carrier and the first thing I noticed is they did not package this shipment just placed a label on a retail box and shipped it. They assumed that carrier will accept responsibility for the lack of packaging. In the meantime I have to sit and wait. Well I email Marcel 3 times asking for an update no response. I was looking in the website for an update noticed that I could request a replacement online perfect. So I did told them it was defective which based on the condition of the box that looked to be the case. In a day I got return label and RMA. Thought well this was prob they way I should have gone about it instead of calling. Well 2 days later I see in the account that Marcel cancel the RMA. Well the package was returned to them and now Newegg has the package. In the meantime all I wanted was a simple exchange. Now who knows what would happen since I dont have the printer anymore. I am still waiting for the claim to get processed and maybe they will sort this out for me. I just cant believe how this company threats their customer. I feel that they really dont want to help me in this issue I dont think I am asking for a lot. If I would have purchased this at Amazon or any other retailer they would have gladly exchanged it without question. I send the pictures showing the damage to packaging. I order this on 11-22 and today is 12-14-18. So now all I have is social media to express my frustration. So once again buyer beware!"

"Ordered most of my computer parts on Black Friday and didn't realize they would arrive at the Fedex place two days later. When I got there a week later they had already sent my stuff back to Newegg. I called customer service and a really helpful guy named Drew helped me re-piece together my order and was able to help keep my order the same price. He also expedited my shipping which I really appreciate and I was able to get my parts the next day. Super grateful for this guy's help. Give him a raise :)"

"I had a complex return/replacement involving an identical product from two different accounts. The representative (Apple H) was the most helpful of all the other Newegg reps I've contacted. Address the problem in one brief setting without issue. Newegg's over all customer service is great. Now they just need to streamline their shipping."

"Marcel.E.Montero is very patient to answer and solve the questions I put forward, which is of great help to me."

"David in customer service went above and beyond to help me with an order.He was very nice and determined to solve the problem."

"Somehow, I either did NOT get a New Egg Invoice on computer purchase or, somehow, it was lost. As I was careful to save my Order# in my Order Book (HIGHLY RECOMMENDED) Rosie was quickly able to find my order and email it to me. Wait for CS was not nearly so long as announced and wait time was reasonable considering the busy holiday season. Thanks, Rosie, for your help-needed invoice in case of a warranty claim."

" What could’ve been a Christmas tragedy was averted. My package was somehow delivered to the wrong address and subsequently would’ve taken forever to get to me. Cy walked me through step by step and spent 30 minutes fixing the problem to the best of his ability. All the while patiently waiting and listening to my distressed voice. I spent 22 years in customer service and realize how stressful the holidays can be. He was pleasant and reassuring from start to finish. You are lucky to have such a wonderful employee!"

"I've been a newegg customer for years. Bought almost every PC component I've ever bought for countless builds from there and who knows how many laptops. But this cyber monday I purchased a TV through there and it was the single most frustrating shopping experience I've ever been involved with. When placing the order, I had no control over when the package would arrive, so as I do with all purchases that I know will require a signature upon delivery, I called FedEx to have them just hold the TV at their location for me to pick up later (with my ID). Typically this is never a problem, but at Newegg's request, the ability to do this was removed so it was impossible to both schedule a delivery or have it held unless newegg contacted fedex. So I call newegg asking them to contact fedex to allow this service. I was told that a request would need to be send to their shipping/receiving group for this request and that it might take 24 hours (mind you ... the shipping was 2-day shipping) but I would receive a phone call if it is approved or denied. 36 hours later and hearing nothing, I call back asking what the determination was. It was denied, no reason, no idea why I wasnt contacted. I asked to speak with a supervisor to get an understanding as to why this was denied. He had no reason, no explanation, and I was unable to talk to the party who denied it but the reason that the policy was in place was for a more secure delivery (not sure they dont trust fedex to hold an item while they are find trusting them to do everything else with the shipment). So I explain that a TV was going to be attempted to be delivered 3 times when I'm telling you now, that no one will be home. Not only that, but its the middle of winter in Michigan. I did not want my TV handled that much and told them I would bet on it arriving broken. The only solution he offered was that I should either have it shipped somewhere else where I know someone will be home...or for me to stay home from work to received it! WHAT?! Not only is that a ridiculous request from your customer, but you said the reason it wasnt allowed to be held at a fedex hub/location was for SECURITY reasons. Fast forward after 2 failed deliveries, I get a hold of fedex and ask them to not try the delivery friday, but to try saturday. They agreed and the TV was delivered on the 3rd attempt....broken (like I assumed would happen). I RMA the TV after calling newegg already pretty annoyed since I TOLD them this would happen. At that time the TV was in stock by newegg (not a 3rd party seller), but the TV needed 3 days to "be inspected" though all that needed to be done was plug it in and try powering it on and you'd see the panel was broken since it would just flash on and off. Well again, "there was nothing they could do" since it wasnt "received and inspected yet." The next day I get notified that it was approved and would be shipped within the next 1-2 business days -- GREAT! Can I schedule a delivery to a fedex hub, pick a date, or have it held at a fedex delivery for pick up? Because odds are the fedex delivery will still come between 11am-1pm to my house...when my wife and I are at work. Nope...the RMA is not a "new order" and that needs to be done at the time of "a new order"--seriously? Ok, well hopefully we get a good idea of when it'll come and I'll try to be home for lunch at the time. Next day, I get an email that it is out of stock and my money will be refunded. I ordered the TV 2 weeks ago at cyber monday prices...they held my money for that long when the entire time I contacted them trying to explain what was going to happen and how it could be prevented. With all of the times I called, I waited on hold for a total of nearly 3 hours only to have my order canceled.

Oh...and today I read a news article saying they will expand their "hold for pick up policy" with fedex. Awesome.

https://www.businesswire.com/news/home/20181213005594/en/Newegg-Expands-Hold-Pick-Up-Service-FedEx"

"NewEgg has always been a reliable and good company to do business with. Never had any issues, and what minor things that I have had, were handled very quickly and professionally. Today, Customer Servive Representative Apple H. helped me recover an older invoice I needed from a purchase I made a year or so ago. She was quick to respond, polite and very helpful. Will do business again! #10/10 #5-Stars"

"I originally purchased a refurbished gaming computer that had a fantastic price. It arrived much sooner than promised (I think it was two days). I immediately set it up and did a live stream broadcast within a couple days. The computer was screaming fast... everything I had hoped.

Then it just stopped - suddenly froze completely. I tried to reboot it and went through the normal stuff to get it to come back... but nothing happened. My assessment... probably a mother board issue.

I delayed calling customer support because I knew with most organizations I would need to spend hours on hold followed by hours of support passing me from one person to the next. So i waited two days until I had time...

I'm writing this review 24 minutes after I dialed Newegg support. I have a Return Merchandise Authorization in my email. The shipping label is to come within 24 hours. Newegg is fully standing behind the product and made the process simple. The support person answered every question I had professionally and with courtesy.

Now, of course I would rather have a computer that didn't break. But I knew there was some risk in purchasing a refurbished item. That's why I probably saved $500 on the laptop. But I am expecting other than this inconvenience, I will be up and running again shortly. Thanks Newegg. People reading this review... as of December 2018, Newegg customer support is among the best there is... in any industry."

"I had to cancel an order that was placed on their website. The agent was able to handle my issue promptly and courteously. Would be nice if they allowed cancelling orders from the website."

"Ms. Irene M. C. was a pleasure to talk with and my issue was resolved quickly and I am very happy with the customer service she provided. Though some features on the website could be quite confusing and have plenty of room to improve."

"Purchased a router through ebay (seller was Newegg) had a great price. Should have gone straight to Newegg would have saved me allot of trouble. Paid to have it shipped over night, really needed it fast, well never got it over night took a week to get it. tried to talk to ebay but can only communicate with them through email. Requested to have shipping charge refunded. Spent 3 weeks with emails back and forth to no avail. finally ebay said return entire product for refund. Love the ASUS router wanted to keep it. Called Newegg (how about that, got to talk to real person and they could speak and understand english.) told them my problem. They where very sorry for the experience and corrected everything right there and then 5 min on the phone problem solved. Will buy directly from Newegg from now on. BAD BAD EBAY TAKE NOTES FROM NEWEGG."

"My wife placed an order for a new laptop and there was a problem with the FedEx shipping. I called NewEgg, and while the initial wait to reach someone took about 15 minutes, the customer service was among the finest I've ever received. Not only was Chris, the customer service representative, helpful and polite, but we were disconnected several times throughout the process and Chris called me back every single time. My phone wasn't even listed on my wife's account, but Chris took the time to recognize that I was calling from a different number and to call me back there. A small detail, but it made a HUGE difference.
Mistakes and problems happen to every company. How a company deals with those mistakes and problems defines whether I'll continue to do business with them. Chris could not have dealt with the problem better, and turned a problem into a positive experience."

"I had an issue with a package not arriving. Newegg solved the problem by reshipping via next day for at no charge. The customer service representative was polite and quite helpful. He figured out the likely source of the issue and worked to resolve it. I really appreciated the smooth process. Well done Newegg."