Ordered a pair of headphones online using standard shipping with UPS (up to 7 business days). About 4 days in, tracking shows that item arrived in my local area, but not out for delivery yet. I checked back the next day and the tracking information had stopped updating, so I suspected a mishap had taken place. I contacted customer service in suspicion of the item being lost in transit, but I was told that I can only inquire after the delivery window is missed. So I had to wait until the next week, at which time nothing had changed: tracking status is frozen just as before. Contacting customer service for the second time, I was told that Newegg needs to file a claim to the carrier, which would take up to 10 business days. Then if approved, the item would be sent using standard shipping, another 7 days. At that rate I was at risk of my item being delayed by close to a full MONTH. I expressed my view that it was not good enough, other online retailers would replace the item right away with expedited shipping and even provide the customer with some kind of reimbursement. After "further checking", the CSR offered me a $15 coupon for a future Newegg purchase, but no improvement on the handling of the current problem. I asked to speak to a supervisor, but no one was available. CSR set up a call back the next day within a specified time window, but it never happened. I took things to my own hands and had to go through their automated call system to get a supervisor. I expressed my disappointment in the situation, to which the supervisor replied that callback requests with a supervisor is allowed 24 hours under Newegg's policy. Well the earlier CSR was the one who set up the callback and I was not given this information. The same CSR also promised to put an expedited request for handling the claim. Well it turns out the supervisor couldn't find any such request attached to my case. What was the point of talking to the first CSR in the first place? I expressed my views to the supervisor, who confirmed Newegg's policy and was only able to request for the claim to be expedited and for the replacement delivery to ve expedited as well. She could not give an estimate when I asked when I can expect to receive my item. I had no choice, so all I can do is accept that and wait. I could cancel the order, but that would be letting them off too easy. So you have an online retailer that failed to make sure that an online order reaches the customer within their specified timeframe, even after the customer contacted them suspecting something had happened to the order during transit. Sure, this thing happens, and Newegg's shipping policy protects them from such claims when the carrier loses the item. But their handling of the claim imposes unacceptable delays that at the end of the day only penalizes the end customer. These policies are indicative of a company that does not put customers first,a fact further underlined by misinformation and false promises from their CSRs. In this day and age I believe we should be able to expect more from online retailers. Until now I had had a good impression of Newegg based on the business I have done in the past, but I will not be doing any further business with them and I encourage all readers to do the same. Saving a few bucks on an item is not worth the trouble of going through Newegg's poor customer service policies.