NOT HOT: newegg now ships UPS by default

[jpetermann]

Let it die already.... Every carrier has good employees and bad employees. I use all services for shipping - FedEx, UPS, DHL, and USPS. They have all done a great job for me. They all have also either delivered packages late or had some other difficulties. With the amount of packages that are shipped in the US everyday, it is amazing that we get the service we do. That is no excuse for some jerk toplay football with my new CPU or Vid Card. You can select other options for shipping if you want. Does it cost more? Probably, but no matter where you shop online you will face the same issues.

This thread has outlived its usefullness.

 

[daveshel]

Originally posted by: pastorjay
Let it die already.... Every carrier has good employees and bad employees. I use all services for shipping - FedEx, UPS, DHL, and USPS. They have all done a great job for me. They all have also either delivered packages late or had some other difficulties. With the amount of packages that are shipped in the US everyday, it is amazing that we get the service we do. That is no excuse for some jerk toplay football with my new CPU or Vid Card. You can select other options for shipping if you want. Does it cost more? Probably, but no matter where you shop online you will face the same issues.

This thread has outlived its usefullness.

This thread will have outlived its usefulness when there ceases to be any further discussion. Newegg got a tremendous assist from AT, and those who read these forums need to be warned that the reasons newegg was once a good choice for readers here may no longer apply. No one is forcing you to read it.

 

[neweggvp]

This is the VP of Newegg.

Its been a while since I have been able to chat and I thought i would try to reply once in a while like before.

First let me thank you all for your wonderful support and patience. Newegg has never been perfect and we do appreciate all your candid feedback. Whether you realize it or not, we do read AT often to improve our company. For that we truly thank you.

I know there are a lot of questions and I cannot promise to answer them all; but I will try to shed some light when I can. Lets get to it then:

UPS. The reason why we had to offer UPS was because Fedex raised our rates. Our policy as a company is to do our best to offer the best choices and best price to our customers. UPS was willing to offer rates that would help keep the shipping costs for customers similar to what Fedex used to be. We still are great partners with Fedex, but we have to respect their decision to change rates. We realize that there were several issues that needed to be ironed out with UPS, and believe me we are working round the clock to fix them.

I hope that helps to shed some light on the UPS situation and again I thank you for your patience as we improve our operations.

Our desire has always been to provide the best experience possible for all of you. This is a tough industry but we promise to do our best. We can't please everyone, but your feedback has always been instrumental in making Newegg better.

Best Regards,

Newegg.com

 

[kreb]

Good riddance to FedEx. They are notorious for their drop, ring, and run.

Just a couple weeks ago, I had Circuit City redeliver that DVD/DiVX player because some idiot FedEx driver can't read and delivered it to the wrong address! Turns out my neighbor was kind enough to finish the delivery himself. He even tried to give it back to the guy, but the driver already took off!

I haven't seen that replacement, so I guess that driver still hasn't passed 1st grade english yet and that's karma's way of saying thanks to my neighbor.

From now on, I can't trust FedEx and will avoid at all costs.

 

[GreggyD]

You get what you pay for. Paying the same as the old FedEx rates does not constitute the "best experience possible". FedEx provided that. Bad decision.

 

[neweggvp]

Thanks for the feedback. You are absolutely correct, it may not be the best experience for all customes. We are working to improve the issues expressed with UPS but If you prefer Fedex, you still have that choice with the new rates. We did not inflate the prices for Fedex, only reflected the increase we incured.

 

[Staples]

I have always believed that you had a choice until I ordered a monitor for my sister for Christmas. UPS 3 day was $12, Fedex ground was $26 and any faster Fedex was in the $50 range. Hardly a choice. (I took a screen shot).

Anyway, UPS isn't that bad for me. They deliver at 7pm instead of 2pm and ground takes 7 days guaranteed no matter where it is shipped from. But I can deal with their 3 day shipping.

 

[VooDooAddict]

I'd still go FedEx groud.

 

[cherrytwist]

Keep your UPS Ground. Keep your inflated FedEx prices.

Since the "bottom line" seems more important than your customers' satisfaction, I simply shop elsewhere now.

Bad business decision. Better to "take the hit" from FedEx than to lose 5 year customers.

Just one person's opinion here.

Much respect to the VP for posting here, gutsy thing to do. I'm not sure you'll be happy with the feedback though.

 

[uOpt]

Originally posted by: neweggvp


UPS. The reason why we had to offer UPS was because Fedex raised our rates. Our policy as a company is to do our best to offer the best choices and best price to our customers. UPS was willing to offer rates that would help keep the shipping costs for customers similar to what Fedex used to be.

But you see, this only became such a big deal because you had to be bug-compatible with the decision to always charge the same shipping for each item no matter how big the shipment is. There is no combined shipping charge, much less a flat rate or even free for small items if your order is over "<x>" dollars.

Even if I do as much as ordering two individual sticks of RAM instead of a matched pair I pair double shipping (even more since the pair often is $4 and individual sticks $5 which makes $10).

People like me who are patient could bunch up things easily. The way it is now there if no reason for me to help you by bunching up orders. Why don't you at least give a shipping discount for ordering several pieces of the same item in one order?

%%

Then, there is the issue if no pickup at the UPS location allowed. Usually that is OK for me, but no doubt I'll be scewed by it.

Now, I know this is done to protect the package. I assume that somehow the rate of fraud at pickup must be high even though an ID is required, so lets say it is.

If it is to our protection, why don't you allow the customer to waive this requirement in his user account settings at newegg?

%%

Last but not least I really dislike that email questions to newegg are ignored by default. When this new shipping policy came into effect I mailed you to get the word about whether pickup is allowed or not directly from you, instead of from random Internet forum posting. I really think this is a legitimate question, and one that is quick to answer. (Not to mention this should be on the website in first place).

No answer. I had to re-send the question with a threat that I will send it as a paper letter with delivery confirmation, then I got a reply.

%%

I only re-started ordering from newegg after chiefvalue also changed to UPS (no surprise, of course) and newegg/chiefvalue are the only decent source of G.Skill RAM.

My G.Skill RAM arrived very fast and caused an overall posistive surprise about UPS, so we are back in business. But it was pretty close and in a way you have to thank G.Skill, not your own decisions, for me staying.

 

[neweggvp]

Staples,

Fedex did change our rates significantly, but that does sound high. I will look into. Thanks for the feedback.

 

[neweggvp]

Cherrytwist,

Thanks for your input, and not being happy is what im looking for. I want to hear the problems that Newegg needs to fix.

If I may elaborate on one point - we are not avoiding any hit, we still offer fedex, just at the rates they set. What happened was their 3 day air service needed adjustment, we fought it tooth and nail but in the end they raised prices signifcantly on that portion. That is why we wanted to offer another solution that is more affordable. You can still choose fedex, but it will cost more. We are not making any additional profit on fedex compared to before.

 

[neweggvp]

MartinCracauer,

Thanks for the feedback, the shipping charge for small items is something we are working on to improve. I hope we can have something better soon.

The UPS pick up at authorized locations should be resolved now. We worked with UPS to allow customers to request to pick up at their hub or UPS store. Let me know if its not working right and we will get on it.

Our sincerest apologies for the email delay. We are also experiencing long phone delays. All I can say is that it is our fault and we are very sorry. We are working fervently to increase our email and phone center capacities. I dont want to make excuses, but these are growing pains we are experiencing. Thanks for your patience, it should be better soon. We are also installing live chat that I think AT members may prefer to use, look for this feature on the customer service pages on the website after by next week.

Thanks again for your patience and valuable feedback. I want you to know our team is working round to clock to improve.

 

[harobikes333]

I just get made when you are ordering a couple hundred dollar item and it weighs only like one pound and you have to pay 6 bucks shipping!

 

[jitspoe]

No complaints about UPS from me. I recently ordered a couple things and they got here in time for Christmas, so it's all good. Not that I have a problem with FedEx; it's just more expensive. If I get the same level of service from both, I don't see why I should pay more for one of them. And those who are complaining: it's not like they went 100% UPS, so you can still use FedEx. I think it was a good move on their part. Now we have a choice. In any case, I think people's experiences are almost entirely dependent on their region. If you have a bad FedEx driver, you can use UPS. If you have a bad UPS driver, you can use FedEx. Choice is good.

I didn't read most of this thread. Sorry if I'm reiterating something somebody already said.

 

[ZYFER]

The reason no one likes UPS is mostly with how they treat packages, just down right nasty at times.
Zipzoomfly seems to offer Free 2nd day Fedex shipping on most items, how can you not match that?

On a second note, why is everyone accepting this neweggvp at face value? I have not seen anything to seperate this person from a prankster making a good joke, no proof of him actual being who he says he is.

 

[intogamer]

Shipping Carriers here in Boston are all good.

ZYFER makes a good point, ZZF has been offering 2ND day for a long time
I'm sure Newegg is bigger than ZZF... fedex should have a good rate with EGG


I prefer Fedex
For UPS I always have the same guy

 

[ZYFER]

For me, delivery has been good for both, always on time, etc. its just the handling of packages which is the difference, in my opinion. USPS handles packages better then UPS.

Also a second note, Newegg ships things like printers in the actual box, how about dropping it in a seperate box? so that the shipper don't ruin the box of the original product. Plus, add the fact if UPS leaves it at the door, people will know what the package is, this increases likelihood of theft.

 

[RallyMaster]

Well Fedex doesn't seem to like me and left my package in Indianapolis for two days (not weekend) without moving. I mean come on. Just deliver already!

UPS got all my parts here on time and moved very fast. In fact, I got my UPS stuff before the Fedex stuff and there's a main distribution center for Fedex in the Indianapolis Intl Airport.

 

[teddyv]

My UPS order from NewEgg beat my free ClubIT Fedex by two days. Both shipments carefully packaged and delivered on time as requested by leaving on my back porch. The free ClubIT shipping made sense for the case (and a few other things that had better pricing) and the two days didn't bother me too much.

 

[prochobo]

That's why I've moved onto ZipZoomFly. Free 2 day is spectacular and their prices aren't half as bad, just not as wide of a selection as the egg.

 

[neweggvp]

Originally posted by: ZYFER
The reason no one likes UPS is mostly with how they treat packages, just down right nasty at times.
Zipzoomfly seems to offer Free 2nd day Fedex shipping on most items, how can you not match that?

On a second note, why is everyone accepting this neweggvp at face value? I have not seen anything to seperate this person from a prankster making a good joke, no proof of him actual being who he says he is.

Im not sure how to prove that I am the VP of Newegg, but I am. I used to chat on this forum alot when Newegg first started. Its been so hectic growing the last 4-5 years that I haven't had time to post. I remember a little while ago, I was on a plane going to Taiwan for Computex and I sat next to Anand. Great guy, and he told me that it was too bad I wasn't on the board anymore. I took his advice to heart and made a point to try and post again. But one thing is for certain, even though I didnt post, I always read. You guys give the best feedback and its critical for Newegg to listen to its core customers. So thanks again for all the input, and yes, I really am with Newegg.

 

[neweggvp]

Originally posted by: prochobo
That's why I've moved onto ZipZoomFly. Free 2 day is spectacular and their prices aren't half as bad, just not as wide of a selection as the egg.

Zip is a good company and I always believe that its good for customers to have more choices. Its a wonderful way to keep Newegg and other companies striving to be better to earn the loyalty and business of customers. All I can do is strive to be the best choice for customers and hope that the selection, pricing, delivery and customer service can continue to improve to earn your business. Competition is healthy for the market and most of all the consumer.

 

[cubby1223]

There are some people who love UPS, there are some who hate UPS. There are some people who love FedEx, there are some who hate FedEx. Why can't people just be happy with being able to select the one they prefer? And if FedEx is more expensive, blame FedEx, not Newegg. This has become a repetative complaint here & in off-topic, when it shouldn't be.


And if this really is the vp of Newegg, what happened to all the gifts you used to have? I've got the t-shirts, business card holders, pens, calculator, thanksgiving & christmas glass sculptures, hat, & more that I can't think of right now. There hasn't been anything offered except for the case stickers since like the spring, when the orange & grey t-shirts were offered.

 

[eplebnista]

Originally posted by: ZYFER
For me, delivery has been good for both, always on time, etc. its just the handling of packages which is the difference, in my opinion. USPS handles packages better then UPS.

Also a second note, Newegg ships things like printers in the actual box, how about dropping it in a seperate box? so that the shipper don't ruin the box of the original product. Plus, add the fact if UPS leaves it at the door, people will know what the package is, this increases likelihood of theft.

I'd like see that also for other fragile items such as LCD monitors(as NE's return policy is very strict on them), and ATX cases among others. I witnessed first hand my UPS driver throw an HP All-in-One printer(in its original retail box, that I ordered from NE)about three feet from the back of the truck to the area next to the door at the front of the vehicle when he was gathering up the packages that were being delivered(three boxes in all). Luckily the printer has been working fine, although the styrofoam was broken into several pieces when I opened the box. I would shop at ZZF more than I do, but they seem to be out of stock on the parts I am interested in ordering just about everytime I need to order them. I would even be willing to spend a few dollars more for double boxing, if it was given as an option on some items(similar to what Directron.com and Amamax.com does for ATX cases).