UPDATE:
Alex V., A newegg Customer Service Professional, discovered this blog post and has contacted Michael W. in an effort to resolve this issue. Michael is incredibly satisifed with this resolution, and his faith in Newegg.com has been restored.
We commend Newegg and Alex V. for their amazing customer service, and happily reinstate our endorsement that Newegg.com is the web’s best computer hardware vendor.
Michael’s response to newegg can be found here.
Original Post Below:
A friend of mine frequently makes all of his computer-related purchases from online vendor Newegg.com. He’s sworn by it for years, so much so in fact that I have made several purchases based solely on his recommendation.
This morning, Michael had an incredible time making a purchase when Newegg wanted 30$ to ship 20 6″ cables.
Ordinarily, Newegg ships multiple order items together. For example, if I purchase two hard drives and a motherboard, shipping is calculated to ship all of those items together. However, as you’ll see from Newegg Customer Service Member “Tiana”, apparently shipping 20 cables, Newegg says there is a possibility they’ll ship all 20 cables seperately, and therefore need to charge for shipping accordingly. Essentially this prices the order at $39.80 for 20 cables, and $29.48 to ship them on the cheapest method available.
That’s a total cost of $69.28 to purchase 20 6″ cables cables that weight next to nothing.
Even better, during a chat with Newegg customer service, Tiana chats the wrong message to Michael, apparently because she’s helping too many customers at once. She then ends the chat with a classic “Thanks for calling. Later loser”.
You’re welcome to try the linked Newegg.com URL and see for yourself.
Chat and Screenshot enclosed:
8:26:35 AM Michael W.
Initial Question/Comment: Shipping
8:26:40 AM System
Tiana has joined this session!
8:26:40 AM System
Connected with Tiana
8:26:40 AM System
Hello my name is Tiana. How may I help you today?
8:27:12 AM Michael W.
Hi I have a question about combining products on an order. I think there might be a problem with the auto update shipping amount
8:27:19 AM Michael W.
http://www.newegg.com/Product/Product.aspx?Item=N82E16812119238
8:27:21 AM Michael W.
is the item
8:27:29 AM Michael W.
and its a cable that weighs virtually nothing
8:27:40 AM Michael W.
when I try and add say 10 to the order, my shipping is like $20
8:28:01 AM Michael W.
the shipping should be around $5-$8 or so, as I’ve ordered a bunch of cables through Newegg before
8:28:14 AM Tiana
I do apologize about that Sir, please give me a moment and see what I can do for you in this matter. For reference Sir, each item that is added to your cart has it’s own shipping prices and once it adds 5 items or more the shipping charges are discounted. If possible can you please provide me with your account information? This way I can review your account and see what we can do for you.
8:28:16 AM Michael W.
and the only time shipping has been remotely close to $20 was with a case
8:28:59 AM Michael W.
I have not pruchased these yet, as I think the shipping is wrong
8:29:06 AM Michael W.
my account is under my*****@hotmail.com
8:29:20 AM Tiana
The shipping is correct and as a courtesy I can offer you 10.00 off shipping.
8:30:29 AM Michael W.
I guess I dont understand why the shipping is so much, they are cables, they weigh virtually nothing
8:30:44 AM Michael W.
I should be able to add 50 cables and the the shipping shouldnt be $10
8:30:50 AM Tiana
That is how much we list them for shipping sir.
8:30:56 AM Tiana
Shipping for that cable is 2.99.
8:32:27 AM Michael W.
If I order 20 cables, what are the shipping costs at that qty level?
8:32:50 AM Tiana
What is your zip code?
8:32:53 AM Michael W.
84043
8:33:35 AM Tiana
It is 29.48.
8:34:18 AM Michael W.
ok, that’s just ridiculous. I order everything from newegg, as you can see from my account, and the prices on shipping for these cables is just wrong
8:34:31 AM Michael W.
I will just buy them locally at those prices
8:34:37 AM Michael W.
or from another online vendor
8:34:46 AM Michael W.
that is just not correct for shipping
8:35:02 AM Michael W.
they can be combined into a flat rate box, they are tiny cables
8:35:07 AM Michael W.
I just dont understand
8:35:50 AM Tiana
They cannot be combined as a flate rate because again we charge shipping per item. Once it adds 5 items or more the shipping charges are discounted.
8:36:08 AM Michael W.
so, if I order 20 cables, I will get 20 packages?
8:36:25 AM Michael W.
they wouldnt be combined like EVERY thing else Ive ordered?
8:36:30 AM Tiana
You may or you may receive them all in one box. We may not have all the cables in one warehouse.
8:37:00 AM Tiana
*You may or you may not.
8:39:35 AM Tiana
Thank you very much for holding. Unfortunately your credit card declined again. Since we have verified the credit card information in our system is correct and your card-issuing bank has not authorized the payment, we may need to conduct a manual authorization. A manual authorization consist of us contacting your card-issuing banks merchant line to request an authorization number. There is a slight risk of being double charged. If this were to happen, we will fix it immediately and refund you the 2nd charge… Would you like us to conduct a manual authorization?
8:39:40 AM Tiana
I’ve noticed that you have been idle for 3 minutes; would you still like to continue this chat?
8:39:43 AM Michael W.
uhm
8:39:49 AM Michael W.
I didnt ask you to verify my credit card
8:40:00 AM Tiana
Disregard the last paragraph.
8:40:05 AM Tiana
It was not meant for you, I apologize.
8:40:18 AM Tiana
Do you have any other questions, or is there anything else I can assist you with today?
8:40:37 AM Michael W.
no, I am just appalled with the shipping
8:40:40 AM Michael W.
I dont know what to say
8:41:05 AM Tiana
Thank you for visiting Newegg.com. Please feel free to contact us anytime.
8:41:05 AM System
Tiana Disconnected
So you're a whiney loser who apparently cant read. Gotcha
I was going to order 10 cables. about 2$ a piece. and $40 to ship. wtf
Still
They need to do something about that ridculous shipping charges on cables.
I too love me some Newegg.com. I order thousands of dollars of computer hardware too, and it is fantastic to see that they took care of you on this matter. I have never had an issue with them that they wouldn't make right. I was blown away from the support chat and the responses you were getting. Good on ya Alex for making things right!
So, today, I’m out getting lunch and receive a call from Alex, a Newegg Customer Service Professional. He explained that he found a post on Imasuper.com about my recent interaction with Newegg’s online Customer Help. He was very nice and apologetic about how the situation was handled and even offered to work with me on shipping if I still wanted to order the products. He was empathetic to my situation as a long time customer and offered help where help was needed (and appreciated).
I have spent literally tens of thousands of dollars with Newegg over the last couple of years and this was my first bad experience. He understood that, and took care of me. For this, and all the other times I’ve contacted Newegg without a hitch, Thank you. I appreciate it when a company realizes that mistakes happen, but better yet, when they correct them.
Thanks Newegg! My faith has been restored!
Michael W.
Dear Customer,
Thanks for taking the time to post your kind review. We truly apologize for any inconvenience this shipping charge issue may of caused you. At your earliest convenience please contact me personally at alex.a.villarino@newegg.com or via phone at 800-390-1119 ext 25040 so I may further assist you in this matter.
Sincerely,
Newegg Support