Newport News Complaint - Newport News' Unscrupulous Practices - Customer Service
Customer Service - Complaint
HAMPTON, VIRGINIA -- I ordered clothing from them twice within a week. The orders did not come in right away but in dribs and drabs. I didn't care for any of them so sent them back immediately as indicated in order to get credit for them. They tell you that you just put the label included on the bag and bring to UPS and you weil be billed $6.95 each label. As I had to send them back right away in order not to be penalized, I had to use 3 labels (21.00) for ordering nothing. Then their site says give them 30 days to credit the account. Every time I called or looked at the bill, there would be just some of the items but never all. My last order was sent back to them on March 21 but not processed or credited until May 20. Meanwhile the bills kept coming for the whole order minus 1 or 2 items, with interest of near 25% (I had opened a Newport News credit card as I expected to pay it off immediately), finance charges and a $1 process fee on one bill whatever that meant. I paid the minimum payment for the first 2 bills, a total of $21. Then I told them I refused to pay more until everything was credited. As I paid $21 for the return shipping (a charge many companies waive) and the $21 for the minimum payment, I felt that they were more than compensated. I had paid at that point $42 for absolutely nothing as I had returned all items. I said I expected to see a zero balance. These negotiations ocurred with different emails and 2 phone contacts with customer service. Then I received my next bill of $34. I talked to someone again by phone who I thought waived all return fees which would have been $21 and I would have to stil pay $12 which at that point I was resigned to doing although it meant now paying $56 and buying nothing. However, on June 9 I received my bill and they had waived one return fee of $6.95 and left a balance of $29.48. Of course this includes a finance charge and interest. Supposedly these fees all come from the shipping it originally cost them to send the items to me. If we go by their shipping chart which I now see clearly how ridiculously high it is (I'm a small person and these were mainly little bathing suits) perhaps they're in the ball park. However, is there no compensation for these charges caused by them (in my opinion, deliberately) prolonging the crediting of my items and the fact they did not keep within the 30 day crediting of items policy? If I pay this bill I will have paid them $71.48 and have bought absolutely nothing. Every phone call and contact gets me another person who knows nothing about the previous communication and constantly tries to redirect me to another department. I have a busy life and this is just an unbelievable nightmare.