Newegg closed my $2.6k claim early and won’t reopen it, even though UPS paid and they’re still lying to Synchrony - FPSHUB

Sorry for the formatting — I wasn't sure the best way to include all the links so I named them essentially what they are. I added them inline in order of the timeline, and again at the bottom labeled by image name for easy reference.

I ordered a graphics card that said it was delivered, but when I returned home I couldn't find it. I waited a couple of days to see if it would show up — checking outside, asking neighbors, making sure it wasn't misplaced — before accepting it was genuinely missing. I then filed a police report and opened a claim with Newegg.

Newegg opened a claim with UPS, but UPS called me from a number that didn't accept callbacks and made only one attempt to reach me before closing the claim, saying they couldn't reach me. I had a missed call at 12:32 PM and a 9-second voicemail from the UPS claims department. They closed the claim at 12:34 PM — two minutes later. That was it.

I called UPS directly to see about reopening it. They told me the shipper has to initiate that. I went back to Newegg and explained what UPS told me. They said they'd look into it but also gave me a different UPS number I could call myself. I called that number and UPS was able to reopen and proceed with their investigation. They said if they could locate the package they'd call me back, and if not, they'd reach out to the shipper with their findings.

The same day UPS was reopening it on their end, Newegg closed it on theirs without ever receiving the updated information. My tracking now shows delayed and the UPS claim shows "waiting on information from the shipper."

I reached out to Newegg thinking this was a simple miscommunication, but I hit a stone wall. They told me they had photo and GPS coordinate confirmation and had already completed their investigation based on that proof. I asked to see the evidence.

Their proof shows someone's door — not my door — but the picture is so blurry you can't even read the numbers to figure out whose door it actually is. When I asked for the GPS coordinates, what they provided was just my street number and street name. That might be acceptable sometimes, but I live in an apartment complex with over 300 units — a street address doesn't prove which unit received the package. It just proves the driver was somewhere on my street.

I explained that the UPS claim was still open and asked if I could send a photo of my actual door so they could compare it to the delivery picture. They refused and said the case was closed based on their "proof."

In a last ditch effort, I called UPS and asked what they were requesting from the shipper. This whole time I'd been feeling like I was getting screwed over, and their response basically confirmed it. UPS told me they had been waiting to issue a check to Newegg since October 27th — they emailed Newegg requesting an invoice and confirmation of their UPS account number, after which they would issue the reimbursement. Newegg never responded. You can see the complete tracking timeline and claim payment dates here.

Update:

I reached out to UPS directly and they sent me an email confirming the docs required to pay the claim. I asked if I could submit the invoice myself, and they said yes. On January 22, 2026, I submitted it, and it was paid the next day on the 23rd. UPS paid Newegg directly — meaning Newegg was fully reimbursed for the lost package.

I opened dispute #1, dispute #2, and dispute #3 with Synchrony Bank — all denied. When Newegg responded to my disputes, they submitted what they called "proof of delivery," which included the blurry door photo, their shipping policy, the initial order email, and an invoice — none of which address the fact that UPS had already paid them in full.

I then filed complaints with the BBB and CFPB. Synchrony's response to the CFPB complaint page 1 and page 2 just continued to side with Newegg ignoring all my evidence. In Newegg's BBB response, they acknowledged the UPS claim was paid but claimed it wasn't the full amount. After the CFPB complaint, UPS sent me another email stating they had "electronically compensated… for the merchandise value." There is also a third BBB exchange documenting the continued back and forth.

At this point Newegg has been fully reimbursed by UPS and is still keeping my $2,599.59 while actively misleading Synchrony Bank to avoid issuing a refund. Not sure where else to turn at this point.

Evidence Links and Responses(in chronological order):