Newegg Honors Canceled PayPal Promotion Transactions

A couple of weeks ago, several online retailers ran a poorly managed PayPal promotion that offered sizable discounts. For Newegg, the three-day sale instead lasted less than a day, at which point Newegg was yanked from the participating retailers list on PayPal’s promotions page. But Newegg is going back and making good on orders that were in process when the deal was pulled, according to a reader who forwarded us Newegg’s email.

(Emphasis ours:)

The popularity of this promotion surpassed everyone’s expectations with over almost 16,000 orders successfully qualifying in the first few hours of the launch. The overwhelming popularity of the promotion quickly depleted all allocated funds, and once the funds were expired, we immediately removed the associated marketing materials. Unfortunately, some of our valued customers were in the process of making purchases and still under the impression that the promotion was in effect, and may have been inconvenienced or not received an expected benefit.

Newegg prides itself on always providing the highest level of customer service. Customer satisfaction is our primary mission. As a result, Newegg will review all purchases made utilizing PayPal between 2:30-5:30 P.M. (PST) on Monday, November 26th and apply the “20% off, up to $50″ to each customer placing an order using PayPal during that time period.

Please know and understand that we have carefully reviewed the direct and online feedback from our customers regarding this activity. We will take all necessary steps to ensure the highest level of customer satisfaction as we plan our next PayPal promotion.

What’s interesting is the promotion never stipulated that it would only last until “allocated funds” were depleted. According to DailyTech, even Newegg was surprised by this sudden detail on the day the promotion was canceled by PayPal. (A similar promotion back in April did stipulate the funds condition, so it was quite possibly a proofreading error on PayPal’s behalf.)

At any rate, we’re glad Newegg took this extra measure to do right by its customers, and we hope PayPal is paying for the extra discounts.

(Thanks to Kurt!)

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Comments

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  1. Buran says:

    Since when does a three-day sale equal a three-HOUR sale? If they actually said on their site that it’d be a three-day sale it should be a three-day sale.

    Since when do sales only give a certain number of people the deal, too? I’ve heard of physical “while supplies last” warnings, but this kind of thing? New to me.

  2. cashmerewhore says:

    Beauty.com had a promotion for $10 off $25 (plus free shipping) for using paypal, valid until 11/19. Within a day this promotion was changed to $10 off $40.

    I hate when retailers do this.

  3. timmus says:

    I’ve started buying from NewEgg regularly. My only gripes:

    (1) Shipping is slightly slower than Amazon. NewEgg seems to ship from the Memphis area and California, whereas some Amazon technology ships from a major city near me. Unfortunately Amazon’s prices are slightly on the high side.

    (2) NewEgg once dropped the ball on my order, and it languished for five days or so. It took a couple of emails before NewEgg finally looked at my order and found that it was “stuck” because FedEx service isn’t offered to my town. Grrrr…

    (3) They seemed unable to help me when I missed the “Add Rush Processing” checkbox and I submitted the order without seeing the option. They shrugged their shoulders and said there was nothing they could do.

    Other than that I’ve been happy with them, and they have honored their no-questions-asked return policy.

  4. m0unds says:

    Newegg is awesome in general.

  5. Sam2k says:

    Newegg is truely an awesome online retailer. I like that they are willing to accept responsibility for helping out their customers who were wronged by the actions of a third party.

  6. 3drage says:

    I have nothing but good to say about Newegg, they a class act in a country that is gradually stomping on customer service in lieu of making a profit. Newegg has been by far the best online store I’ve ever shopped at.

  7. yg17 says:

    @timmus: If you’re impatient for your new toys like I am, I’ve found that Newegg has some of the cheapest overnight and 2 day shipping out of anyone else.

    Normally, when I order from Newegg and its not something I want ASAP, I just hope whatever I get comes out of Memphis, since UPS Ground from Memphis to St. Louis almost always takes 1 day. Overnight for the price of ground, I love it.

  8. JohnnyJ says:

    I bought during this promotion and received my Cash Back yesterday. The product I ordered arrived ridiculously fast and as ordered.

    Newegg.com is honestly the best online electronics retailer out there. I have used them all, but Newegg.com continues to impress me with their prices, speed, and service.

    This is how a company should be doing business.

    Thanks Newegg!

  9. Franklin Comes Alive! says:

    I always buy from Newegg, as long as they are competitive on price. They don’t have to be the cheapest, but if they’re in the ballpark, I use them. Their prices are almost always in that ballpark, and their shipping prices and service are great.

  10. ClutchDude says:

    @yg17: I’m right with you. I ordered something yesterday and it is out for delivery today. Even from California, it’s not bad at all.

    I’ve called their Customer Support twice and both times I was impressed with the ease and common sense they showed. I’m sure there are slip-ups from time to time (as timmus and the article shows), imagine if this were a Comcast promotion *shudder*.

  11. startertan says:

    I’ve ordered from newegg several times myself and every time I order I select 3-5 day shipping but the next day it’s sitting on my door. Nothing but good experiences.

  12. warf0x0r says:

    Newegg.com, imho, is the standard for which I judge all online and in store CS and shopping experiences. They do excellent work!

  13. longblonde says:

    I’ve built many custom computers over the past few years for friends, family, and myself using nothing but parts from Newegg. I guess my only gripe is the loss of the free sticker deal that came with a purchase of any computer fan. I really liked the giant egg logo, but I guess their growing popularity made the promo unfeasible.
    Way to go Newegg!

  14. heintzer says:

    I’m a big fan of Newegg. I’ve ordered from them several times and I’ve never had a single problem.

    Their RMA process is fair and relatively fast, and their prices and selection are great.

  15. Steeb2er says:

    @Buran:

    Bingo! Stick with the terms originally listed, which were “Good through 11/28″. Adding three hours isn’t a victory for NewEgg’s consumers, it’s a baby step to make it look like they tried.

    I saw the original offer and placed two orders (two separate PayPal accounts, total of $600+) before the originally advertised end point. I’ve since cancelled or refused both orders because they reworked the deals. I’m disappointed that they backed down, and that my computer still doesn’t have the guts it needs to work.

    NewEgg is no longer my standard to judge other retailers by … they’re just another retailer now.

  16. balthisar says:

    Newegg reminds me of outpost.com back in the 90’s. Hopefully it doesn’t become like outpost.com (Fry’s) is in the naughts.

  17. balthisar says:

    @Steeb2er: It was Paypal’s promotion, not Newegg’s. Newegg is doing the “right thing” because it’s covering PayPal’s butt.

  18. Panamapeter says:

    Newegg IS ALWAYS the best.

  19. dreamcatcher2 says:

    I’m definitely a fan of the Newegg: I live in California, so sometimes if I order items in the morning I will receive them the next day (with the cheapest shipping option!) Every customer service issue I’ve had with them (RMAs, late cancellation of orders) has gone through without a hitch. It’s to the point that even if I find something marginally cheaper on Amazon or elsewhere, unless it’s a huge price difference I will go with Newegg.

    There’s only one thing that gives me pause – I always write to thank them for their excellent service, and when I do, they ask me to post it on resellerratings.com and send them the link. When they’ve verified the posting, they will send a box of vendor freebies (Plextor pens, Intel stuffed animals, and so on). While I love vendor freebies as much as the next guy, and genuinely believe what I posted, it feels a little unethical to be rewarding people for positive posts on rating websites.

  20. watduck says:

    Before everyone jumps for joy in praise for Newegg, keep in mind that Newegg CSRs told customers told CANCEL their orders when word of the paypal fiasco got out. This Newegg refund, while a good gesture, only applies to the customers that hedged their bets (or simply didn’t know the paypal promo was over) and kept their orders active. I really wanted to order a bunch of stuff from Newegg with the paypal promo, but once I discovered that paypal pulled the promo in 3 hours, I was pretty peeved. I’m sure Newegg was surprised as well, but at first Newegg didn’t provide a satisfactory statement regarding the situation. On their blog, they simply stated “the promo funds have depleted you’re SOL LOL”. Now, I’m still curious why Newegg deals with the clusterf*ck that is Paypal.

  21. Terek Kincaid says:

    I bought in the morning, so no probs. And, like JohnnyJ, I got my cash back a couple of days ago, instead of January 31st or whatever was stipulated in the terms. Very nice!

  22. Buran says:

    @balthisar: I read the linked thread so I realize that — but if you attach your name to it, you’re associated with it; you should come through anyway even if your “partner” leaves you in the dust. I’m glad that Newegg is doing that.

  23. Buran says:

    @yg17: I like you. VW owner AND you’re a geek!

    GTI show up yet?

  24. alfista says:

    I didn’t have time to get my order in before the deal was pulled. Kudos to newegg for stepping up – they will continue to be my supplier of choice and will always be first on my list for recommendations to others.

  25. levenhopper says:

    @Buran: Relax…the worldn’t isn’t out to get you.

    And it’s not like NewEgg pulled the sale — PayPal did. You can’t blame NewEgg for this one…

  26. mac-phisto says:

    i love newegg. in addition to everything everyone else has said, their feedback system is the best on the intertubes.

  27. jaewon223 says:

    Newegg is one of the premier online retailers for electronics (known for their low prices and fast shipping), however since they created a new address in NJ I no longer can purchase tax free unfortunately. Move to PA Newegg!!!

  28. gingerCE says:

    Umm, what is Newegg? What do they sell?

  29. gingerCE says:

    @jaewon223: Okay thanks. I’d never heard of them.

  30. Hey, the Consumerist tipline works!

    The ‘fine-print’ of the promo, and most promos from anywhere, said that Newegg or Paypal reserved the right to cancel the promotion at any time. Yeah, it sucks, but its nice to see that Newegg is going back and making their customers happy, this is why so many people who are customers, are loyal customers.

  31. Bix says:

    @timmus:
    They have more than 2 hubs. It depends on the item and your location. Living in NY, I often get items shipped from NJ that take 1 day with 3 day shipping.

    As far as the main topic, NewEgg is indeed the gold standard for service. As others said, if the price is competitive to other sites, I’ll buy from them even if it’s slightly more expensive because their service is so great.

  32. nemesiscw says:

    I agree, Newegg has been nothing but a excellent online retailer to me. I’ve bought enough parts for two top of the line gaming desktops (Case, PSU, Video Cards, Mobos, etc), a gaming laptop, as well as numerous games and they’ve never once botched anything up.

  33. RabidWombat says:

    Newegg comes through yet again. Seriously, I love that site. Like Bix said, even if Newegg is a little more expensive, I’ll go with them because they’re just that much better. I’ve had responses from Newegg service mere hours after contacting them, and they’ve always been incredibly helpful.
    Example: I ordered an LCD monitor from them which was (erroneously) pictured as coming with a DVI cable. When it didn’t actually come with one, I contacted them, and not only did they send me the cable and a free hat, too! Another time, I got them to pay shipping on an RMA for me. Their customer service people really are great.

  34. @Buran: When PayPal comes into the picture, anything is done at great risk.

  35. Buran says:

    @levenhopper: Uh, when did I say the world was out to get me? I said that if you advertise a sale under X conditions without fine print Y, you should make good on the orders that should have been covered. I said that it’s good that they’re doing that. If they had actually had fine print Y, they wouldn’t have had an obligation … but they didn’t. Nevertheless they’re making sure that people who didn’t get what they should have are getting it anyway.

  36. Buran says:

    @Papa Midnight: I only use Paypal for minor purchases or when there’s no other alternative. Never for anything large. And even when I do use Paypal, I fund the purchase with a credit card, so that if something goes wrong I can still file a chargeback. I have not personally had any problems but due to what I’ve read here and elsewhere, I’m on guard.

  37. Nemesis_Enforcer says:

    I love Newegg as well. I built my last 3 systems with mostly Newegg purchased items. This was Paypal screwing the pooch not Newegg so kudos to Newegg for trying to remedy the situation.

  38. mr.dandy says:

    I also love New Egg. They were one of the first major online retailers outside eBay that would accept Paypal, which is nice because I hate spreading my actual CC account number around. They always ship my orders quickly, no problems at all.

  39. coren says:

    Good on newegg, this wasn’t their problem to fix and they fixed it anyway..nevermind the people on their Eggspert forums giving away stuff to anyone even saying they were affected by this promotion ending.

  40. yg17 says:

    @Buran: Yep, it’s here, just not mine yet. I’m away at college right now, and normally while I’d make a special trip home for this, I have just been way too busy with finals and shit. I’m picking her up a week from tomorrow. The dealer (Bommarito) had no problem holding it for me.

  41. Buran says:

    @yg17: If it is a sold order they are not allowed to sell it from under you as far as I’m aware. Mine sat on the lot for a month (they did put it in the back storage lot) because it came in a month earlier than planned, and the really cool salesguy (Paul Semhon – used to post in the sales thread, but he’s at a Hyundai dealer now) was surprised too — we had timed the order so that it’d show up a week or two before the trip I’d already booked.

  42. Trump48257 says:

    One of the only perks of living in Memphis is newegg. One day shipping on everything. Yeah…not much else good about Memphis though…except maybe barbecue.

  43. akalish says:

    I’ve been buying from Newegg for years. Best prices, amazing service.

  44. yg17 says:

    @Buran: Yeah, mine came in about 4 weeks ahead of schedule, surprised us both I think. The last status update I got from the dealers on the Vortex was something like it was leaving port November 27th, and the 25th my salesman called me and said it was in. He told me the same thing, they won’t sell it and will keep her in the back until I’m ready. Bommarito’s been great to deal with so far, so I’m sure my GTI’s being kept safe and no other customer is getting their hands on it :D

  45. EtherealStrife says:

    I love newegg, but this offer kinda peeved me. By the time I checked my email the banner already had “OFFER ENDED” over it. Bleh.
    [promotions.newegg.com]

    I ended up making a sizable purchase over at barnes and noble, and received my 20% cashback from paypal earlier today. Weeee free money! The 20% was even on shipping and tax!

  46. ShadowFalls says:

    I had tried to make a purchase using paypal most of the day. Every time it would error out. Since I thought I had time, I figured I would wait till the next day till hoping it would be fixed. Then I find out that they suddenly canceled the promotion.

    It seems Newegg has taken no consideration of that problem.

  47. davidfbecker says:

    Agreed on everyone’s “Newegg Rocks” comments. On monday the 10th of December, I ordered an entire PC’s worth of parts, using their UPS 3 day guaranteed shipping. Not only was this probably around 80ish lbs of computer equipment at the low low shipping price of like $35, it got to me in exactly 25 hours. Granted, the shipping center in City of Industry, CA is about 40 miles from me, their accuracy, speed, friendliness, and overall user-friendly website guarantee an excellent online shopping experience. Bravo, NewEgg!

  48. Buran says:

    @yg17: Maybe I should drive by and see if I can find it and take a pic for you. What color is it?

  49. yg17 says:

    @Buran: White 2 door without the body kit.

    You don’t need to go out of your way for it or anything, it’s only one more week, and I have a white 2 door GTI as my desktop wallpaper so I can look at one just like it whenever I want :D