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Updated by user Aug 14, 2014

After working with Newegg's live chat - I was able to get the ball rolling on addressing the lost package. Tammy D was extremely helpful - though I was disappointed the Newegg phone system and email system were largely unresponsive.

After working with Tammy - the claim was created and quickly resolved. Newegg did a great job in that respect.

Honestly - I will continue to shop with Newegg.

They not only have great prices - but they're working hard towards fixing the problem.

My recommendation to Newegg would be to not offer any mode of communication you cannot make good on. Live chat was by far the fastest method of resolving my problem - after three days of silence to the emails/contact forms I submitted.

Hope this helps someone else.

Updated by user Aug 09, 2014

Oh, and by the way - Newegg Customer Support - don't bother posting that "we're so sorry, email us at wecare@***.com" crap. I already emailed you at that address two days ago (after my support ticket got no response) - and no reply from you either. I've got orders dating back to 2006 - not a way to treat a long time customer.

Original review posted by user Aug 09, 2014

Ordered a few PC components from Newegg last week - since they've typically got the best prices and mail in rebates around.

Using ShopRunner - my main package (everything sans computer case) promptly shipped with Ontrac. Now, I've read many complaints about Ontrac - and I myself have even been bothered with some deliveries they've handled in the past. But all in all - those situations usually just resulted in a package being a day late, etc.

The package Ontrac was tasked with shipping had about $250 in goods inside. It was quickly shipped from California to Washington - and as expected - was out for delivery the day after. What struck me as unfortunate was that the local Ontrac facility is in Vancouver, WA - and I'm in Beaverton, OR -- a full hour's drive for my package alone. I've had packages delivered on time in the past - no biggie I thought.

Being that the package was delivered to my work - I figured the Ontrac system would know a residential address from a corporate/business address (UPS/FedEx and others have this employed). This prioritizes the order of deliveries - usually giving preference to the business packages to ensure they're dropped off during typical business hours - and then deliver residential packages in the evening when people begin to come home.

5 O'Clock came and went that day - and I sent OnTrac an email - saying that the facility/building doors will be locked by the time they arrive. They would not be able to deliver the package to our second floor suite - and to try again the next day. No response from OnTrac - but I figured they would find the doors locked and come back tomorrow (as UPS, FedEx, and others have done in the past).

I check my order tracking later that evening - 8pm to be exact. Tracking still says "Out for Delivery" -- I figured he was driving the truck back to vancouver and it'd update in a little bit.

Check again at 10pm -- "order delivered - 9pm - front door" -- my jaw hit the floor. They left my package outside of an empty corporate office building at 9pm at night?! I'm laying in bed at home - and realize that my package might not be there when I get to work in the morning.

Arriving at work - no package. Waited a few hours - no package. Walked around to the other companies in the building - no package. OnTrac didn't even deliver the package to the correct address - the address clearly states "Suite 200" and they left it outside of the building that office is in, simply because they were running late and it was convenient for the driver.

That's like the postman leaving your mail on the sidewalk of the house next door... that's close enough, right?

Ontrac responded apologizing for the issue - and filed a complaint for the driver's actions. They've since told me to work with Newegg for a refund.

I've already submitted two different complaints with Newegg - neither has resulted in a response from customer service the last three days.

Shoprunner sent me a survey today to review my recent purchase/order. Needless to say - I rated them 0 across the board.

Nobody at Newegg seems to care that Ontrac made a mistake - and I'm paying the price.

Just so they can save a buck on shipping costs. I'd rather get it via USPS snail mail.

Can't say I'd ever buy from Newegg again.

Monetary Loss: $230.

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Newegg_Support

Hello cr4zyg047,

We're very sorry to hear about your lost package. We have received your email and a shipping claim has been submitted. Feel free to reply to our email if you have any further concerns or questions, we'll be happy to help.

Yeimi Vje
reply icon Replying to comment of Newegg_Support

You're not a bot! :) -- Since I saw so many cookie cutter responses on here, I thought it was automated.

My claim has since been resolved - you guys were very fast.

I would recommend optimizing the email/phone line triage - the Live chat was extremely effective, and of course was the LAST thing I tried. :)

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