Matthew A.

I placed an order for a gaming PC on 12/31 and I received an initial confirmation that the order was placed and should be shipped by 1/4. I never received any further updates or communication from them.
I checked my email on 1/4 hoping to see tracking information and instead I see an email stating that I need to contact them before 4:30PM PT to verify the order or it will be canceled. I made 3 different calls to them and an email before that time to assure the order was verified and not canceled. The first call was to make sure it was not canceled and they stated because the company the laptop was coming from did not process the order and they would reach out to them and callback. I did my own due diligence and called the company "Electronic Express" and they stated they have no record of the order and to reach out to Newegg. I then call back Newegg (call#2) and tell them that. They state they'll put an "urgent" message out to them and call them to get it taken care of and reach back out to me. I also made sure to insist to do the over the phone verification in case. A few hours go by and I hear nothing and it's getting closer to 4:30. I call back again, (call#3) and I speak to another rep who says they still have not heard back from Electronic Express and to which I tell him they don't even have record of the order and the issue seems to lie with Newegg, not electronic express. He still sends me an email with a hyperlink to message Electronic Express who answered immediately by the way and they state again that they have not received anything from Newegg.
The next day I hear nothing from them and I call back and my order was canceled because according to Josh in customer service, the system blocked my account because THEIR verification process did not work at no fault of my own. They stated they'll put another request in to reinstate my account and the laptop price went up but they'll honor the price.
Why make it so difficult to purchase a computer? I paid and authorized the transaction in the first place so what more verification would you need?! The rep did not even attempt to try and put me on hold to see if there was anything further they could do to get the order back going, just told me it was canceled and I would need to repurchase.
Horrible customer service, horrible process and apparently a horrible company. I'll pay more at Micro Center to make sure I get it and reliable customer service but will never purchase from them again.