"smooth process ... very fast .. no hastles ... better than going to a store .... bought a cheap video card for cheap htpc machine for video playback .. card crapped out after few days
manufacuturer wanted money for shipping .. thing was 50 bucks to begin with called newegg .. from picking up the phone getting a service rep to me printing a ups shipping lable : 1min 56 secconds fantastic that is all"

"I accidentally ordered RAM whose clock speed was incompatible with my motherboard, and even though it was my error the rep I spoke to quickly addressed my concerns and approved an RMA.

Customer service was fast, efficient, and friendly, and I am very satisfied with my experience."

"I have never really had that much of an issue shopping with newegg, products I have purchased before were delivered promptly. BUT if you have a problem with a product, for instance sending the wrong product, Good Luck. There is resistance from Newegg to accept their mistakes and remedy it in a timely manner. I recently purchased a laptop from them, they sent the wrong product. Called up their customer service, they were friendly, said all the right things. But when it came to their actions, they lagged on it. I did have to contact them again to speed up the process (why should I have to wait for their mistake?). Was chatting with a lady, she said I would have to wait for their standard RMA timeframe, 3-5 business days JUST to identify the problem. She understood that I was frustrated, and somehow came back with a solution 15 minutes after I had contacted her. The customer should not have to nudge a retailer into moving, especially when the mistake is clearly theirs. I understand that people make returns all the time, but they need to start identifying legitimate issues, ie mistakes they make, and place those ahead of people who want a refund cause they didn't like a product. Will I buy from newegg again? certainly, but I will be dreading the day I get an incorrect product.

*Update* Newegg is definitely keen on improving their service quality. They definitely value customer input. "

"Purchased a SSD a few days ago and today I found a competitor with it for cheaper! Although it was not one of their policies to price-match the customer service rep (over chat) helped me out and gave me a credit for the difference! I wasn't sure what to expect going in, but definitely glad I took the time to ask!"

"I ordered a couple of bare-bones Shuttles and the necessary parts for them and received my order promptly. Had a defective Shuttle in the order and an RMA for replacement was easy to arrange. Their prices are much better than TigerDirect.ca."

"I bought a $200 item from them. A few days later, there was a $10 discount. They gave me the $10 credit within a minute of chatting with support. My other support calls have also been just as great - they have some of the best customer service I've had."

"Amazing. Don't buy anything anywhere else. Shipping is always fast. 7 to 10 business days need not be in Newegg's vocabulary. The site has a very strong sens of community, with the product reviews giving you tips and details on how to really get the most of a product and really helps you decide what suits you best. The customer service is perfect, with live chats available and quick solutions. I found a product I had ordered a couple days earlier for $10 dollars less, and the lady who helped me (Rose) refunded me the difference without a second thought. It took no more than 2 minutes to get my refund!"

"Wow perfect! I dont like UPS tho ;S should have chosen Fedex."

"Wow... is all I can say! The service from Jason at Newegg.ca today was simply amazing. I had intended to order 4 cables and only ordered one and called to add the three. They couldn't add them the shipment but instead. Created a new order form free of charge including shipping. I was blown away by this. I thought... what a bummer that I didn't get my order correct and would have to set up whole separate order and pay etc etc.

No... Jason took care of all that and it's all taken care of.

Thanks Jason"

"PLEASE READ BEFORE YOU BUY FROM NEWEGG:

If you are looking for all of the perks and accoutrements of a brick and mortar technology retailer, then maybe you need to shop elsewhere. A brick and mortar store offers face to face communication, touching/testing of the product you intend to buy, the staff can do more to prevent/catch/monitor possible acts of fraud, and you have the opportunity to march into the retail store and stamp you feet if you are dissatisfied.

Of course, these types of things cost more, and that cost is often paid for by the consumer through higher retail prices. Many of us have had the experience of going into a retail store and asking to price match an online competitors price, which is promptly denied. There is a reason we want to buy some things in person. Just as there is a reason retail stores cannot afford to match online prices.

There is a reason people buy from NewEgg. It has some of the best prices online, and the selection is huge. We save money because NewEgg doesn’t have to support a brick and mortar store. However, there are drawbacks to an online only business. For instance, we must realize that such a company must experience a fair share of fraudulent activity when one considers how many transactions they engage in every day. We must further accept that any online business must follow policies and practices that attempt to minimize that exposure. If they did not, said online retailer would quickly go out of business given the small margins they deal in.

So we, as consumers, must decide where to buy our stuff.

As an online and brick and mortar consumer, I have had an experience with NewEgg that demonstrates how they are committed to keeping their customers happy, as I think can be seen by the general trend of their reviews on this and other websites. Of course not everyone will be happy, and some may end up feeling screwed, but that experince existed long before online retailers came about.

A few weeks ago, I ordered an LCD monitor arm that clamps to a desktop. I had researched the product online through NewEgg, as well as the manufacturer’s website. I was of the opinion that it would fit my desk, but when I received the product, I quickly discovered that it would not clamp properly. Turns out you need more room underneath the clamp to turn the clamping knob than you think. I would have probably noticed this in a retail brick and mortar store, but try to find a place within 100 miles that sold them and you’d be better off trying to milk a shoe. I’m also sure it would have cost more.

Anyway, I had only removed the base of the arm from the box, and immediately replaced it when I saw that it would not fit. I contacted NewEgg online through webchat, which was surprisingly available on a Friday night. I explained the problem, and the Service Rep said that normally the product I purchased was not entitled to a refund, but that an exception could be made here. I thanked her and shipped the product back to NewEgg with the RMA info attached.

NewEgg contacted me shortly thereafter to inform me that the outside of the box had been deformed/destroyed. Specifically, the serial number on the outside of the box was removed and the UPC barcode had been scribbled on by marker.

Now, in all honesty, I cannot remember whether I received the box in that condition when it was shipped to me, or whether Canada Post (the return shipper) did that to the box when I shipped the product back. All I do know for certain is that I did not damage or mark the box myself. I never paid any attention to the outside of the box when it was in my possession, so I couldn’t tell NewEgg that they had shipped it to me in that condition.

NewEgg refused the RMA and shipped the product back to me (without charge) for the above noted reasons. Once it was explained to me, I understood why they denied the return. I’m not sure a lot of retail brick and mortar stores would have done differently. Regardless, I was upset because I was not the one who damaged the box. Obviously I directed some harsh words towards NewEgg, and to Canada Post (who also denied damaging the box). I was not a happy customer.

Given the above, and my professional experiences as a lawyer here in Ontario, I had expected a drawn out conflict ending in a compromise that, while being fair or as near fair as one can get under the circumstances, would probably leave both sides feeling a little screwed. So imagine my surprise when I was contacted directly by NewEgg about my order asking how they could resolve the problem.

NewEgg investigated, and found that they could not verify that the box was undamaged when it was sent to me. I think they may have just said that to make me feel better. They then offered to accept the product back, prepaid shipping, and with no restocking fee (which I had previously understood that I would have to pay). I was stunned.

I am still taken aback by how fast NewEgg had taken a contentious issue with an upset customer and turned it on its head.

Needless to say, they have since carried through with all their promises and refunded all my money. Now they have a product that is missing a UPC and Serial Number. They ate the entire cost of that return to satisfy a customer. How many technology retailers with a brick and mortar store in a location near you can actually say that, and still be guilty of having extremely competitive prices. I would hazard to guess that such a list would be very short indeed.

Of course not all problems can be resolved in the wildley one sided fashion that mine did, some may not be resolvable to anyone satisfaction, but the same can be said of most brick and mortar stores. So, while there are some differences between buying a product inside a store compared to online, NewEgg is clearly doing all they reasonably can to minimize that difference.

If you do end up having a problem with your order from NewEgg, my suggestion would be to contact Service Rep via their 1-800 during normal hours of operation and explain the problem. I think you'd be surprised how far being reasonable and polite will get you. If the problem remains unresolved, post your experience on this forum, but be nice, NewEgg monitors this feedback and may contact you directly. If the problem is still unresolved, write a letter of complaint to NewEgg, but be nice. If the problem continues, file a complaint with the Ministry of Consumer Protection, but be nice. If after all that your problem is not resolved, call a lawyer, he won't be so nice.

May hats off to you Mr. G (the person who contacted me from NewEgg), you are an asset to the company. "

"Always a pleasure to order from Newegg; I've ordered quite a few items from them and the shipping is always great, fast and well packaged. Never had an item that needed RMA either.

Just contacted customer service about a pricing change I saw to something I ordered and I had a response within minutes that saved me $35. A+"

"I only used newegg.ca once.

I placed an order. Tried to pay via PayPal. PayPal went through, but then when I was redirected back to newegg, I got a message saying "Couldn't complete your order. We only ship to verified PayPal addresses".

At that point I assumed the order didn't go through, so I placed another order for the same product at Amazon.com.

The next day, I received an email from newegg.ca: "your order has shipped". That means I now have 2 of the product.

I contacted them explaining the error. They told me to "refuse it on delivery, and it will come back to us". I explained that I couldn't refuse it since I shipped to work, and they told me to contact them once I receive it and they'll do an RMA.

I contacted them when I got the delivery. I explained the problem. Instead of doing an RMA, they refunded me for 100% of what I paid (including shipping), and told me to "keep the item".

(order value was about $12 + tax + $10 shipping)

I was angry with the wrong order and pointless error message at first, but I was more than happy with the way they handled the problem afterwards. Will most likely use again in the future. Good job Newegg."

"I would like to amend my previous review.

Newegg initially shipped me a laptop with the incorrect plug for the AC adapter, rendering the computer useless once the charge in the battery had drained (it came fully charged, for some reason). I went back and forth with Newegg's customer service for nearly a month with no resolution, and then basically gave up hope of receiving the correct part.

After posting a scathing review to this site, I was contacted by a Newegg representative by email. He said that he had read my review, and wanted to make it right. He immediately authorized a no-charge RMA and sent me a prepaid shipping label for the product I'd initially been sent, and created a new order for a replacement product, which arrived three business days later in perfect working order.

Though the initial customer service was poor, the representative's efforts to correct the problem were speedy and professional. I only wish I hadn't needed to post an angry criticism on this site in order for the correction to occur. I may purchase from Newegg again in the future if I see good deals, as it is possible that my difficulties in obtaining a replacement product were an aberration and not typical practice from them."

"My video card was defective on arrival, but Newegg helped me out with a superfast RMA!"

"I've used Newegg many times in the past, and have been more than satisfied with their products and fast shipping. Recently I had to make a return which was entirely the fault of Newegg (a very simple double order, nothing serious) and they were more than happy to waive the cost of shipping the return.

In general, their customer service will bend over backwards to make your experience a pleasant one, as long as you're a reasonable customer of course!"