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Newport News Clothing - Twitchin Kitten - 05-13-2010
Well remember those gorgeous bathing suits I bought in early April?
Well I had to return them. They didn't fit right so I packed them up right away and send them back.
Item purchased: 4/5/10
Items received: 4/7/10
Items returned: 4/8/10
Items sit in warehouse for (I'll give them credit for 2 days) 9 days and is finally scanned into their system on the 19th of April.
I get an email on the 19 telling me that they received my return and I should allow up to TWO billing cycles for my money to be returned. TWO. that's near 60 days.
So I write to them telling them that is absurd. They got my money for the product BEFORE I had it in hand. They got my money now AND their product and I'm out over $113 for the suits.
So I send several emails back and forth starting on the 26, April and I get these bullshit answers telling me it's their auditing system What are they using, a bean counter for shits sake?!
So, today I decide to call them because I still don't have my money. I asked if it would be easier to get a store credit instead so I can swap out that stuff for some other things I want. I'm on a friggin budget here. Things are tight and I don't have a ton of money to spare, ya know?
They tell me that it takes the SAME 60 days to give a store credit!
Now, if I walked into the store and asked for my money back I'd get it right away. But why is online so difficult? No one knows. It's just their store policy.
I call bullshit. The CS agent actually said he agrees that the store return policies are garbage and that my complaint isn't the first like this. He also said that he's making a note that I am completely dissatisfied with this policy and asked me what I would like him to put down, so I told him:
"It is a complete outrage that you are holding my money for items promptly returned. I paid for the items and returned them and now you are holding my money, along with who knows how many other's, in your bank account gaining interest. I paid for the return shipping, I paid for the shipping to me, I paid for my items promptly and you had my money before I got said items. Now you have the items and my money and the interest it's generating in your bank. How is this fair to me?
I want you to know I'm going to report this to the Virginia BBB and the Virginia insurance and banking commission and whoever else I can think of to let them know of your shoddy "auditing" practices.
I think it's only fair that you refund my money plus the interest you've gained by holding it as well."
I'll be sending this via email again to them too.
I have been a long time customer of Newport News and I've returned items in the past without this bullshit. I haven't ordered stuff in a couple of years and apparently they have changed their return policy! Anyone thinking of ordering from them should be aware of this and make sure you're not in a hurry to get your money back if you return anything!
RE: Newport News Clothing - Twitchin Kitten - 05-13-2010
I just sent a letter to corporate!
Anyone looking to bitch there for yourself if needed: http://www.patriarchpartners.com/contactus
RE: Newport News Clothing - Jamminitin - 05-13-2010
That would definitely be the last order I would place with them if they did that to me. Ridiculous.
RE: Newport News Clothing - twisteroo - 05-13-2010
Lucky for me, my wife stopped buying shit from them years ago.
RE: Newport News Clothing - kbear - 05-13-2010
I had trouble with them one time.
I called the president of the company. I got what I wanted right away.
Let me know if you want the number.
RE: Newport News Clothing - Twitchin Kitten - 05-13-2010
YES, Kim!
I wrote her at corporate but I don't expect much. But if I can get her or one of her peons on the phone, they will be sorry and I'll get my way.
RE: Newport News Clothing - twisteroo - 05-14-2010
I'd like to hear this phone call. Can you record it like the radio DJs do?
RE: Newport News Clothing - kbear - 05-14-2010
sent you a pm
RE: Newport News Clothing - Twitchin Kitten - 05-14-2010
Yes I got it - I looked at Spiegal's return policy and it's exactly the same. But - there is something there saying that J.C. Penny is one of their top competitors
- I will be using that as ammo in my conversation. Since Penny's is less than a mile from my house, why buy from NN when I can get instant satisfaction there? 
(05-14-2010, 06:00 AM)twisteroo Wrote: I'd like to hear this phone call. Can you record it like the radio DJs do?
Not sure but I can sure try for you! I'll see what Matt can rig up and do it tomorrow.
First I am going to look in to the BBB on them.
RE: Newport News Clothing - Twitchin Kitten - 05-15-2010
Ha ha! Success!
I got an email today regarding this! Below is the letter and I'll be calling in with my order toot sweet!
Thank you for contacting Newport News Internet Customer Service.
For your convenience your Customer Number is xxxxx
I completely understand your frustration. We are working diligently to process your returns. Please be assured that your business is very important to us. If you would like to reply to this email with the item number(s), color and size of the new item(s), I will be happy to process an exchange for you while your return is being processed. For your inconvenience, I will send the exchange items express at not additional cost.
Please accept our sincere apology for your recent experience. We try to provide our customers with a fast and convenient way to shop while offering the very best service. We expect every customer to receive prompt and courteous service each time they contact us. We do value your comments and certainly appreciate you sharing your concerns with us so that we can focus on continuing to improve service to all of our customers.
Please accept our apologies and be assured your business is very important to us. Perhaps we may have another opportunity to show you that we can deliver the level of service you expect.
If you need further assistance, please reply to this email and one of our Internet Customer Service Representatives will be happy to assist you or visit us on the web at http://www.newportnews.com.
We appreciate your business and look forward to hearing from you again soon.
Sincerely,
Patsy B.
Account Specialist
Newport News Internet Customer Service
Please note that in certain circumstances any action to your order and/or account will still need to go through our audit process for accuracy purposes. You will be notified via email if the audit process changes or alters the recommended solution.