Newegg improves offer after failed promotion

January 1 2013 by Ellen Roseman

Aftr waiting Friday to hear from Newegg, I got a reply Dec. 31 from the company’s headquarters in City of Industry, California.

The earlier $25 gift card offer has been sweetened, said Jenny Chai, senior PR manager at Newegg Inc.

“Hi Ellen,” she said. “I understand you reached out to us on Friday for comment regarding an issue we had with customers who placed an order for an LG 42” LED TV that we had on sale on the Newegg.ca site.

“Below is our statement about the situation.”

This situation arose when Newegg was caught off guard by the unusually high volume of orders that this offer generated.

To compound the situation, due to holiday closures at our suppliers’ businesses, we were initially unable to secure sufficient inventory to fulfill orders for the LG 42″ LED TV.

Orders for the TV were subsequently voided and customers were refunded their original form of payment.

Since then, we have been diligently working to attempt to fulfill these original orders or provide customers with a reasonable accommodation.

As a result of our efforts, we were able to secure a very limited quantity of the LG 42″ LED TV. We are now contacting customers in order, based on the date and time that their order was placed, to offer them a chance to purchase the TV at the previously advertised sale price of $400.

Because we have procured a very limited supply of the TV, orders will be filled on a first come – first served basis until the supply has been exhausted.

We are also offering two additional options to the customers affected by this issue.

Customers can choose to purchase a comparable LG 42″ LCD TV for $349.99. This product does not have the 3D capability of the original product, but we’re offering it at a deeply discounted price to offset the difference.

Alternatively, if the customer prefers not to purchase either TV option, as a gesture of apology, we are offering a $100 Newegg Gift Card that may be used on any order in the future.

Newegg remains committed to offering a superior shopping experience and outstanding customer service to all of our customers.

We sincerely hope that all those customers who were affected by this issue will be satisfied with the steps we have taken to remedy the situation.

So, if you’re a customer, please let me know what you think of this improved offer. Now I have a media contact there, I can also transmit your comments and requests.

I know it’s frustrating to deal with a company that provides no easy access and deletes Facebook posts if they’re critical of corporate practices.

3 comments

  1. MC

    Jan 1 2013

    What Jenny fails to add is that Newegg has not sent this offer to all customers impacted. Only email I received from Newegg on Friday (Dec 28), stating refunds on the cancelled order have been processed but my credit card has not been credited as of yet.

    When will Newegg reach out to the remaining customers who did not get their offer of compensation?? Will the offer be a non 3DTV or $100 gift card?? If this is correct I would be disappointed as we all should be offered a some comparable 3DTV.

  2. Magster

    Jan 5 2013

    Thanks again Ellen for drawing attention to this. I’ve now received my 3D TV and am pleased that Newegg decided to rectify the situation.

    I give them credit for finally offering a better resolution but I’m not sure they would done better than the $25 GC if they didn’t have the pressure from displeased consumers and media attention.

    I hope that they learn from this situation and have better policies in place going forward so that it doesn’t take a public outrcy for them to do the right thing.

  3. RP

    Jan 11 2013

    I was one of those affected. I was glad of Newegg’s reversal and subsequent solution and took advantage of the resolution.

    However, at the same time I ordered the 42-inch TV, I also purchased the 47-inch LM8600 model that was also attractively priced.

    I followed the goings on of the 42-inch model mostly, but kept an eye on my other purchase. It had a packaging notice for about 7 days after the Dec. 22, 2012 purchase date.

    Eventually, the notice was changed to Shipped, which made me happy, at the time, considering the difficulty with the other model I ordered.

    However, the 47-inch kept saying Shipped over many days and an invoice was eventually emailed to me thanking me for my purchase.

    The funny thing was there was NO TRACKING INDICATOR on the invoice, which always was included in other Newegg purchases in the past.

    I read from the Newegg Order and Shipping FAQ page that once items are shipped, a tracking number is sent to the customer for obvious reasons.

    It’s the holidays and I assumed everybody was very busy. I waited a few days, hoping the delay in the tracking number being forwarded to me was only a short-lived thing.

    On Dec. 28 (Friday), a friend called to say a shipping company had phoned and had a TV shipment ready to be made to my place in Toronto.

    At no time before was I notified or made aware of this shipment to be made. So I wasn’t home at the time.

    My friend told the delivery people that I was away and he didn’t know exactly when I would return. The delivery people said they would re-contact and make the delivery early in the new year.

    From Jan. 2 onward, I was home waiting for that call, email, knock at the door, etc… It never came!!!

    I contacted Newegg.ca via email about the tracking number on Jan. 3rd, so I could locate the TV and maybe pick it up but I received no reply to that request.

    I then asked my friend who was the delivery company and was told it was Speedy Delivery. I contacted them and ascertained that they, in fact, returned the TV to the original shipper and hadn’t made any other attempts to contact me to make the delivery, as they said they would to my friend.

    My issue is that a tracking number should have been included, as stated in the company’s policy. When I requested one from the company, one wasn’t given.

    On Friday, Jan. 4, I called to talk to a rep. I contacted support staff, detailing my concern about not knowing where my purchased TV was.

    Both said they would look into the matter and get back to me to resolve the situation ASAP.

    I made it clear that I wanted the TV. My concern was that after my conversation with the rep, I was led to believe that if the TV was returned to Newegg, I would ONLY be allowed a refund.

    To shorten this tale, I never received a return call. But on Sunday, the email response said a telephone rep (according to their records) made a ‘request to me’ that wasn’t responded to.

    I checked my calls and had no missed calls, so asked my friend if they had contacted them and was told they weren’t called by Newegg.

    I don’t know what was the nature of the request was. If contact wasn’t made, why weren’t other attempts made.

    Since Dec 22, I’ve had 18 emails from Newegg about this purchase and the previous 42-inch purchase. So, getting hold of me isn’t that hard.

    After waiting til Wednesday night, I got an email. They informed me the order was cancelled and my purchase refunded.

    Today, I received notice from Paypal that a refund was made in full. That’s funny, since my previous purchase of the 42-inch TV STILL hasn’t been refunded via Paypal.

    The reason given was failure of delivery. It is my belief that the failure wasn’t my fault.

    No tracking number was provided to give notice about when and whom would deliver my purchase, no notice of delivery was given and the promise to get back to me was not followed.

    I believe my original purchase, my telephone call and several emails ALL indicated my desire to purchase the TV – my good faith attested by my purchase in full on Dec. 22, and the subsequent receipt forwarded to my emails.

    Of my dozen of emails to Newegg, approximately half were answered. Promises and assurances not followed through.

    When I read your recent article, I was directed to this portion: “Newegg remains committed to offering a superior shopping experience and outstanding customer service to all of our customers.”

    This certainly doesn’t pertain to my purchase. I had a terrible shopping experience and shoddy customer service, to say the least.

    Newegg’s remedy is for me to re-purchase the TV at the present price, which is about $725 more.

    How’s that for customer satisfaction?

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