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NewPort News - NewPort News Customer Service
Posted on Saturday, September 20th, 2008 at 10:42am CDT by c1d27b91
Product: Return Policy
Company: NewPort News
Location: One Embarcadero Center, 39th Floor
San Francisco, CA, 94111, US
I have been dealing with a return with Newport-News for over 8 months and they still do not have it straight. It is almost comical, if they weren't destroying my credit rating in the process. Below is a copy of a letter that was mailed to the President of the company thanks to a posting on this site revealing that information:
September 19, 2008
Geralynn Madonna, President and COO
711 3rd Avenue, 4th FL
New York, NY 10017
Regarding: Customer Service on Account 5856-3733-xxxx-xxxx
I would like to take a minute of your time and explain the pure frustration I have had dealing with Newport-News on one transaction.
A dress was purchased for $19.99 in April/May timeframe
And returned with the proper return paperwork and in compliance with your return procedures. The $6.94 return shipping charge was paid, which was confirmed by phone with the Customer Service department as the amount required to pay the Balance due in Full on the Account.
Returns & Exchanges
If you are not completely satisfied with your purchase, simply return the item(s) in their original condition for a prompt exchange or refund. Merchandise returned after 60 days will receive a gift card to apply to future purchases.
In July 2008 a bill was received for $9.95. I concluded that the return crossed in the mail and the account would settle itself and the next month the account balance would be zero, as I was told it would be.
August a bill was received for $10.95, it was NOT closed or settled and finance charges were being assessed.
o I called Customer Service and spoke to Steve he hung up on me without the explanation I was seeking for what the Balance Due included.
o I called Customer Service back immediately and spoke with Rose who told me that there was no charge on of $10.95 on my account and that no further help could be provided to me at that time they closed at 6:00 pm EST and I would have to call back. (I am in FLthe time was 4:43 pm EST at that time).
o I called Customer Service back immediately and requested to speak directly with the Accounts Specialist department.
I finally got Nick on the phone.
o Nick was very helpful and explaining the charges, but agreed they should be zerod out as that was what I was told. On 7/28/08, Nick said the account was closed and had a zero Balance.
September I received ANOTHER bill for $3.01. Which out of complete amazement of the situation.I PAID IT immediately (well before it was due) to end this ordeal.
o Payment was never applied to the account.
October -- I received ANOTHER bill for $4.01 (the $3.01 plus a finance charge)
o I called Customer Service again today and spoke with Trudy, who apparently prides herself in being rude she would not transfer to a supervisor or manager for assistance and provided no assistance herself. She suggested that I pay the bill AGAIN!! The bill that should have never been sent to begin with and was already paid the previous month.
This has gone beyond ridiculous. I have contacted the Attorney General and filed a complaint. I have also contacted the Better Business Bureau and filed a complaint. I have also contact all three Credit Bureaus and filed a complaint.
Now I know the story above is lengthy and unbelievable, but please help me understand how your Guarantee is honored in the above story.
At Newport News, its simple to order and simple to send it back. If you are not completely satisfied, we will exchange or refund your purchase... guaranteed!
Suffice it to say, I am NOT completely satisfied and all I ask is zero out the account and cease all future billings.
A dissatisfied Customer,
.cc: James M. Brewster, SVP Finance
Maureen Fagan, VP Marketing
I am open to any and all helpful suggestions to QUIT the insanity.