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3.2 39 Reviews

Spiegel / Newport News Complaints Summary

21 Resolved
18 Unresolved
Our verdict: While Spiegel / Newport News has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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Spiegel / Newport News reviews & complaints 39

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2:22 pm EDT
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Spiegel / Newport News insider pass scam

I purchased an item from Newport News in January 2009. Today I realized that they've been charging me $14.95 a month as an Insider Pass membership. Apparently when you purchase an item from Newport news you are automatically enrolled in Insider Pass for a 30 day trial. After the 30 days are over, you are charged $14.95 a month for the membership. They claimed they mailed me information in regards to the membership, but I never received anything. If I'd known I was going to get these charges, I would have never bought anything from Newport News. I realized that the charges had been occuring for 5 months on my account. I called to cancel and found they have 2 options on their phone. One is to cancel and the other is to talk to a representative. If this is happening to you, talk to the representative. I told her I was pissed about the charges and what they were doing wasn't right, that I'd never received any information regarding the membership, and that I wanted the $76.70 credited back to me. The lady was very friendly about the situation even though I was not. I'm sure they get this all the time. She told me that the money was being credited back to my account and that my information would be out of the system once the credit occured.

BEWARE IF YOU'RE CONSIDERING PURCHASING THROUGH NEWPORT NEWS!

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Bivege
, US
Nov 17, 2011 5:34 pm EST

Placed an order for approximately $77 on Mar 1. Paid $27.25 with a gift certificate and the rest was charged to my cc. There was a backorder item that was shipped on Mar 15 and was defective when I received it. I sent it back according to the directions and got a UPS receipt showing I sent it back on Mar 26. I got an email stating it was received on Apr 4. I never received a refund and when I inquired, I got an email on Apr 30 stating they were still processing. I waited and finally inquired again June 1. They then stated that I had sent it back after 30 days and they issued me a certificate! I simply wanted a credit to my card, because I do not want to purchase with them anymore, if it is this much of a hassle to get a basic refund for defective merchandise. Of course, they also took out shipping charges for me sending it back UPS, eventhough it is the company's fault I had to send it back. I called the company to tell them I didn't want a certificate, I wanted a refund to my cc, and was told that because I had used a partial payment of the $27.25 from a certificate, it had to be refunded that way, eventhough they originally charged the item to my VISA, since it was a backorder. I asked the lady if there was anyone else I could talk to and she hung up on me. I was actually pretty nice about the whole thing, not yelling or anything. So now I have a certificate that is useless to me and it's taken me over 2 months for a simple return. I order from Victoria's Secret and HSN etc. alot and never have these issues. It should have been a very simple return and credit to my card. I do have all my receipts to verify this information.

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Joan99999999999999
Cleveland, US
Dec 08, 2011 9:59 pm EST

I ordered a dress on 11/23/11. I was advised that I would receive an email confirmation and I never did (yes, I checked my spam folder). Last week, I was told that the warehouse was moving, so that was the reason for the delay in receiving the dress. This week, the reason given was that I placed my order at a high order time and that's why it hasn't gone out. Okay, is one person working the warehouse?! Give me a break. Advice: managers, tell your reps to ALL use the same stock answer. You look like dishonest idiots and I will never order anything from your company again. Could I cancel the order? "Only a manager could do that for you and that's rare." Well, sweetie, I can have the charge removed from my credit card and send the item back, unopened. Very smarmy with sales!

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Marlon
, US
Jul 15, 2010 11:54 am EDT

I think their clothing is of a decent quality if you get it at a sales price or with a promotional discount. However, be cautious applying the latter. They reserve the right to cancel promotions at any time, even after you made an order without the courtesy of notifying a customer. I received the confirmation of the order for the right price but noticed a higher charge to my credit card after it was processed. That was how I found out they did not honor the promotional code after they completed my order. My communication with their customer service did not resolve the issue. The only resolution was to contest the charge with the credit company. This is certainly something I have not bargained for!

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T. Taylor
Hazel Crest, US
Jan 19, 2010 5:13 pm EST

I have not used a credit card for over five years in which I made a $200 purchase. Since then, I have made monthly payments on and off. For over a year, I have not worked and have continued to ask the company to close the account so that it does not accumulated the over the limit fee(which came from the company adding fees each month) and the late fee. I have asked that we agree on a rate mainly because the account has been closed and not active for over five years. The company insist on keeping the account open so that they can continue to add late fees and over the limit fees. The account is up to $700.00 now.

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Christine Kovacs2
Milton, US
Jun 14, 2011 5:02 pm EDT
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I am finally going to vent about the pos company since they totally messed up my credit rating. I took out an account with these people a couple of years back and made all payments as agreed. Even though the clothes are garbage, fall apart when they hit the washer, and look nothing like they do on the models. I bought $500.00 worth of clothes, not a lot, a few pairs of pants a dress and some small items - came to about $489.00 (they charge a lot of interest). Anyway, I made the minimum payments on the clothes because I didn't like them, didn't wear them and threw most of them in the trash. I made one payment late in February because the economy tanked, but I did make the payment. I paid the card off the next month because I didn't want their trash, and that one payment has brought my credit down from 810 to 679, that along with a payment to Best Buy which I also intend to post on this website. Thanks for nothing...Piece of garbage company - I will never by your cheap, made in China, horrible smelling trash again!

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njbrenner
, US
Jul 13, 2010 3:49 pm EDT
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I think their clothing is of a decent quality if you get it at a sales price or with a promotional discount. However, be cautious applying the latter. They reserve the right to cancel promotions at any time, even after you made an order without the courtesy of notifying a customer.
I received the confirmation of the order for the right price but noticed a higher charge to my credit card after it was processed. That was how I found out they did not honor the promotional code after they completed my order. My communication with their customer service did not resolve the issue. The only resolution was to contest the charge with the credit company. This is certainly something I have not bargained for!

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Nicky
,
Nov 07, 2008 12:51 pm EST

Since their customer service is so poor, I thought I'd warn anybody before buying anything from this company. Back in June of 2008, I ordered a bathing suit from their website. Within 2 days, I was getting massive telemarketing calls and junk mail, to the point that I cancelled my home phone. Then, no info on my order. July comes, still no bathing suit. Then I log in online and my order's not even there, even though I was charged for it. Then I get a postcard in the mail saying it was backordered until August. So there goes all of summer without a bathing suit. Thanks Newport News. So it finally arives, I paid $9.00 in shipping and it arrives in a measly little bag. I try it on, it doesn't fit (of course) and I retape it in its original packaging and send it back. Almost 2 months later, I get a gift card in the mail from them for $17.62. My original purchase price was $36, including shipping. They refused to refund it to my card because they say that it arrived later than 15 days from when it was shipped (which is a total scam because I returned it that week) and then they said that they had to charge me another $7 to return it. So I had to eat the shipping to get it to my house, then eat the shipping to send it back, and got less than half of it back on a gift card that I surely will not use at that horrible retailer. Please, never ever buy from Newport News, you will have a long, drawn out awful experience (even if you like the item). Don't even bother returning it.

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1PissedOffSimpson
Tuscaloosa, US
Jun 21, 2011 8:45 pm EDT

The company is in bankruptcy. I called today because I placed an order back in April that I was charged for right off the bat, but never received. I have been calling for months and emailing with no responses. When I FINALLY was able to reach a live person today I was informed that they would not be giving back any refunds because they were in bankruptcy. They're still taking orders though, yet they have nothing in stock in their warehouse and they have no vendors shipping for them either. So basically they are taking people's money with no intention of paying it back. They haven't officially filed yet, so this is how they are able to do this legally. They are floating themselves with their customer's money. I should have filed a chargeback long ago. Lesson learned here! Also, if the company is in bankruptcy or intends to file, they certainly don't care if you file a complaint with the BBB, and the BBB can't do a single thing for you anyway.

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West
, US
Apr 27, 2010 5:18 am EDT

I have been a long term customer w/ this vendor. Due to a billing error, they made, my acct. was sent to a collections company. However, even after they corrected the error they refused to remove the derrogotory reference. I've spent thousands with them & I am dissappointed at their unwillingness to correct the problem they initially created. I even wrote a letter to the office of the CEO...never even received an acknowledgement.

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Nancy Prentice
,
May 16, 2008 12:22 pm EDT

Newport News sent me the wrong item and what I did receive was in a mangled package, broken. The return shipping label was destroyed and not of use. They had already received payment through my credit card company. Instead of expediting shipment of the correct item ordered, I was told that I had to wait 7-10 days to receive another return shipping label in the mail. (What? - via Alaska?). Once they received the incorrect item, ONLY THEN would they send what I had actually ordered. If I wanted my item quicker, then they said that they would have to double-bill me for it and credit me later. I called my credit card company and filed a dispute. Newport News is not a customer friendly company - BEWARE. They screw -up but do not even try to appease the customer.

Also, they have used my phone number to call me at home to make sales. My phone number is on my state's "do not call" list to stop annoying consumer phone calls. Evidently Newport News does not check. I am reporting them for this invasion of my privacy, too.

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Spiegel / Newport News - return/credit

I returned products that I ordered from catalogue online in May. I kept tracking information to see that it was delivered. I could not see that it was received so started calling only to be told that it would take 6 to 8 weeks for credit to go back on my card. I called again after that time period had gone by only to be told that the mdse was not received...

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Spiegel / Newport News coupon fraud

Spiegel does not honor coupon discounts. Instead of rejecting the coupon, the website displays the purported discount in the order summary, but does not honor it later. Spiegel claims that this is because they do not honor third party coupons and they explain this somewhere in the fine print. I still find the practice fraudulent. Of course, Spiegel can choose which offers to honor, but should not give the impression that it gives a discount at the time of the order, only to later retract it, referring to some fine print.

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EK3
Lingan, CA
Sep 21, 2010 3:14 pm EDT

I think it's ironic that the title of your complaint is "Coupon Fraud". What would you call it when you attempt to use promotional codes that were never directly sent to you by the company and the codes you are putting on the order are from a paid promotion program. If they honor your codes, how is that fair to the person who is paying to be part of an affiliate program. You're benefitting by finding codes on a website you have no right using. You also don't know if there is a catch to using the codes. What if you have to spend $50 or more to get the free shipping and you didn't. Is that the company's fault because you don't know the provisos because you stole the code?

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Spiegel / Newport News unauthorized credit card charges

I ordered a few pieces of clothing from Newport News in November '08. I was doing a lot of Christmas shopping online as I was working out of my home state and had very little free time to take care of it. My credit card statements were going home where my daughter was retrieving my mail so I wasn't viewing my statement. Needless to say, I didn't notice the recurring charge of $14.95 from Insider pass until March '09 statement. At the present, I have notified my credit card company, protested the charges and they will investigate it for fraud. I also called, Encore Marketing and protested the charges. They have agreed to take all the charges off which remains to be seen. Some how, when you order from Newport News, this charge will piggy back in on your credit card along with the purchase price of your clothing in two separate transactions. They started by charging $1.95 from Insider pass on my Nov statement. There was another charge from Newport News for the clothing. Every month thereafter I was charged $14.95 right up until I caught it and they had already charged me for April. What a scam! The girl I spoke with at Encore Marketing could not tell me what the charge was for. She was going to refer me to someone else. At this point I had been on the phone long enough and hopefully had already solved the problem so I did not go any further. My advice to consumers out there is Don't buy anything from Newport News! They are making a lot of money off this type of deal.

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Scarlett Moon
, US
Apr 16, 2009 12:12 pm EDT

A daily check of my bank account revealed a $14.95 debit from 'Insider Pass'. Having no idea who or what that was I did an internet search. The charge had come from a third party associated with Newport News called 'Insider Pass', what I assume is touted as a discount club. I had never signed up for anything although I had placed a credit card order with Newport News in October...this is April. I have clicked on many of their links to view their catalogue...does this justify an unauthorized charge by a third party to my credit card? I think NOT!

After a quick search I found others to whom this has happened. I was outraged! As I was on hold with Newport News I kept reading complaint after complaint about these companies.

You must call Newport News and very angrily ask for a supervisor. You do not reach a supervisor, you reach 'Robert' who speaks on behalf of management; who speaks over you and tells you that 'Insider Pass' is a third party; who after much angry cajoling agrees that Newport News is associated with Encore Memeber Services - Insider Pass; and then you are given the number for Encore Member Services - [protected]. You must angrily ask them to remove and refund your charges. They then give you a confirmation number...so...all very official however 7 - 10 business days to refund your account so we'll see. I've also opted out of Newport News email list and will NEVER buy from them again! Who do they think they are?

Telling me that Encore is a third party...associated with Newport News...Encore Member Services had to get the credit card number from somewhere!

Unbelievable!

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Spiegel / Newport News Unauthorized Charges on Credit Card

Letter to Spiegel

Spiegel
Attn: Geralynn Madonna, President
500 Cityline Road
Hampton, VA 23661

Dear Ms. Madonna:

I am writing to you to inform you of a disturbing (possibly illegal) incident that occurred to us and many other Spiegel Online Customers. First let me say that we have always respected Spiegel as being one of the nicest long-standing stores and catalogue companies in the retail industry. We love the quality of the clothing that we have purchased over the years from Spiegel and regret that we will no longer patronize any of your companies due to our experience.

On June 25, 2008, I purchased some bathing suits for our trip to the Caymans from Spiegel Online. Months later as I was going over my credit card statements I saw where a company named “Privilege Pass’ had been debiting our account monthly. Not knowing who Privilege Pass was or what the charges were for, I “Googled” their name. In doing so, I found literally hundreds of complaints against your partnered travel services company, “Encore Marketing International.” It appears that Attorney Generals from several states are investigating similar claims and pursuing charges.

I immediately called the number appearing on my credit card statement, “[protected]” on 2/09/09. The call was answered by an automated service. It asked for my phone number. I put in my Louisiana number and it was unrecognized. I then realized that when these charges started appearing, we were living in Florida. I then put in my old Florida number and it was recognized. The next option said, “If you would like to cancel your membership, Press 1.” I did so. I then got the response, “Your membership has been cancelled.” Thank you.” The call was automatically disconnected! I never had the opportunity to speak to a human being. Obviously this made me very angry.

I called my credit card company and they advised me that yet another charge was being posted that evening from “Privilege Pass.” My bank has since changed my credit card number and is disputing “Privilege Pass/Encore Marketing International” charges for the past 60 days only. I have filed a complaint with the Better Business Bureau of Maryland and have enclosed a copy for you. I have also enclosed a copy of the letter that was sent to Encore Marketing International for your review. I will not spend hours on the telephone wrangling with your or their customer service reps as many others have done to no avail. My time is much too precious. However, I think it noteworthy that when I called Spiegel’s 1-800 to get your mailing address, I explained my situation to the customer service rep and asked her if she had had other complaint calls regarding these deceitful charges. She, in fact, said she has and that it was a fine print issue that needed to be addressed by Spiegel. Therefore, I am writing this letter to inform you of my disgust and demand for refund from your partner, Encore Marketing International and/or Spiegel.

These are the charges that I expect to be refunded:

6/25/2008 $1.95
7/25/2008 $14.95
No Draft for August 2008
9/10/2008 $14.95
10/08/2008 $14.95
11/05/2008 $14.95
12/03/2008 $14.95
01/10/2009 $14.95
02/10/2009 $14.95

TOTAL $106.60

It appears that many Spiegel shoppers like us have fallen victim to your partner’s unscrupulous business practices. And I am sure that a long-standing reputable company like Spiegel would want to know that their customers are being ripped off! In these economic times, retail companies like you cannot afford to lose future sales due to partnerships with borderline criminal companies such as Encore Marketing International.

I expect written communication from Encore International Marketing/Privilege Pass and Spiegel within a reasonable amount of time. Since our credit card account number has been changed, they/you will need to refund our money via a cashiers check, mailed to the address provided.

In order to dissuade any excuse that they/you may have for not being able to refund the money to our new address, we have our mail forwarded from the old Florida address and will certainly be able to accept the refund if mailed there.

If they/you in fact claim that a refund cannot be made via check, our credit union that holds our VISA card will assist you in any electronic fund refunds to insure that it goes into our “changed” account. All correspondence for this type of refund can directed to:

Signature Witheld

Letter to Encore Marketing International

Customer Service
Privilege Pass/Encore Marketing International
4501 Forbes Blvd
Lanham, MD 20706

Dear Customer Service Executive:

On June 25, 2008, I purchased some clothing from Spiegel Online. Months later as I was going over my credit card statements I saw where your company “Privilege Pass’ had been debiting my account monthly. Not knowing who you were or what the charges were for, I “Googled” your name. In doing so, I found literally hundreds of complaints against your “Travel Company.”

I immediately called the number appearing on my credit card statement, “[protected]” on 2/09/09. The call was answered by an automated service. It asked for my phone number. I put in my Louisiana number and it was unrecognized. I then realized that when these charges started appearing, we were living in Florida. I then put in my old Florida number and it was recognized. The next option said, “If you would like to cancel your membership, Press 1.” I did so. I then got the response, “Your membership has been cancelled. Thank you.” The call was automatically disconnected! I never had the opportunity to speak to a human being. Obviously this made me very angry.

I called my credit card company and they advised me that yet another charge was being posted that evening from you. They have since changed my credit card number and are investigating you and 60 days worth of charges. I have filed a complaint with the Better Business Bureau of Maryland and have enclosed a copy for you. I am also sending a copy of this letter to Spiegel. I will not spend hours on the telephone wrangling with your customer service reps as many others have done to no avail. Therefore, I am writing this letter to inform you of my disgust and demand for refund.

These are the charges that I expect to be refunded:

6/25/2008 $1.95
7/25/2008 $14.95
No Draft for August 2008
9/10/2008 $14.95
10/08/2008 $14.95
11/05/2008 $14.95
12/03/2008 $14.95
01/10/2009 $14.95
02/10/2009 $14.95

TOTAL $106.60

It appears that many Spiegel shoppers like us have fallen victim to your unscrupulous business practices. And I am sure that a long-standing reputable company like Spiegel would want to know how their customers are being ripped off. In these economic times companies cannot afford to lose sales due to partnerships with criminally liable companies such as you.

I expect written communication from you within a reasonable amount of time. Since our credit card account number has been changed, you will need to refund our money via a cashiers check, mailed to the address provided.

In order to dissuade any excuse that you may have for not being able to refund the money to our new address, we have our mail forwarded from the old Florida address and will certainly be able to accept the refund mailed there.

If you in fact claim that a refund cannot be made via check, our credit union that holds our VISA card will assist you in any electronic fund refunds to insure that it goes into our “changed” account. All correspondence for this type of refund can directed to:

Signature Withheld

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a Ripped off customer
, US
Apr 06, 2010 8:05 pm EDT

I really agree that they steal money from their customers and threaten them all the time that they will bug their credit history.
They charged me over what I bought. So I filed a case with the credit card company and they refunded my money. Through speigle didn't give up and sent it for collection.

Another way to steal from you is signing you up with magazines without your approval plus have you in their valued customer program and rip you of under another service.

Their quality I guess Indian which is so thin and they also have problems with their material that is not matching what is in the picture or described.

The funny thing is when you call they are also mean and never listen.

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lydiawpa
, US
Apr 06, 2010 7:02 pm EDT
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April 6, 2010
I also fell into the Spiegel trap when I placed an online order in April 2008. Today while reviewing my bank statement I noticed a charge of $14.95 which I thought was for an online service I had enrolled in. After reviewing the charge I realized it was something I was not familiar with. It was for something called "prvldgpas ID05188877-564-8534 MD 7998.
I thought "what is this for" and proceed to call the phone number listed (you have to go backwards to figure out the phone number which is [protected]
When you call, DO NOT PRESS 1 as this is an automated cancel after the system verify s your phone number.
After staying on hold the representative said she could only refund 2 months. After insisting I had not signed for the service, by the way, what is the service? I still do not know! She passed me to a supervisor who said they would reimburse one year but no more. They took the $14.95 from the checking account for 24 months. I am going to write to the better business bureau of Pennsylvania and file a formal complaint. I also understand this company is under investigation by a branch of the US Senate. There must be thousands of people like myself that are being "ripped off" by this company.
To contact them: write to:
Consumer Affairs
PO Box 280
Blue Ridge Summit, Pa 17214
Stay tuned as I am on Social Security and this is no trivial matter.

lydiawpa

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Ms. Annoyed
Albuquerque, US
Feb 05, 2010 2:43 pm EST

The is internet fraud and a potential lawsuits. They told me that it was my fault, that I must have clicked on a pop-up and accepted the "PRIVILEDGE PASS". I have my blocker on 24/7, no way did I approve this charge! I'm ticked off, and Spiegel's customer service was less than helpful. They have lost my business.

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Speigel Sucks
Waterford, US
Jan 22, 2010 10:15 pm EST

I whole heartedly agree with the above complaints.

I really want to share this story with as many people as will take the time to read this!

I have had just a couple of dealings with Speigel and thier "sister" company Newport News.

Last summer I had ordered a vest from Newport News...when the vest did not arrive in a timely manner, I called looking for it. I was told that it had been shipped to my previous address, even though when ordering online, I specifically put my current address in as the shipping address. When I asked what Newport News was going to do to get this product to me, I was basically told that it was up to me to get it from my previous address or it would be returned back to them with no attempt at that point to get it to my current address. I told them that when they recieved it back that they could just keep it.

Then, this past holiday season, I had a wedding to go to on New Years Eve, living in Wisconsin, I did not want to wear a dress while the temperatures were dipping to -15, I wanted to wear slacks, so I thought palazzo pant were dressy enough for such an occasion. I searched all over the internet and Speigel had the nicest ones. In my search, (I did figure out that Newport News and Speigel were sister companies, but because this was the only place that I could find palazzo pants that didn't look like something you would schlep around the house in, I decided to take a chance. After all, in the past Speigel has had a pretty good reputation)...OMG was I wrong! I ordered 3 pairs of pants (had to make sure I got the right pair and the right fit) and a sweater. When my order arrived, I tried all the pants on and immediately returned the two pair that didn't fit. I tracked the order...the order went out and was recieved by Speigel 7 days later...It has now been 10 days since they have recieved the returned items and they still do not show up as returned so I called customer service. I too received automated recording...this one telling me to allow up to 6 weeks for my refund to process...WHAT, 6 WEEKS?!...WHAT POSSIBLY CAN BE THAT TIME CONSUMING?...So, today I sat on hold to wait to talk to a "customer consultant" (anyway!)... who confirmed that the merchandise had been recieved, but that it could take as long as 6 weeks for it to show up on my card statement. Doing my very best impersonation of a pleasant person at this point, I politely ask this poor guy who has had to resort to this job to pay his rent, what could possibly take up to 6 weeks...he very honestly responded that he did not have a legitmate answer for that...hmmmmmm. What frickin' recourse do you have for that?...I guess I have to suck it up!...Now I know you're wondering at this point what does this have to do with Priviledge Pass...Well here ya go...After ending my phone call with this poor guy, I now switch over to review my bank card statement and there sits a pending transaction for ...you guessed it...PRIVILEDGE PASS !...for $14.95! The unmitigated BALLS of this company to tell me that it could take up to 6 weeks for my refund to process and not EVEN a month since this order was placed and my hurried inadversion to sign up for this POS...they are taking more $$$$$ from me!

PLEASE, PLEASE, PLEASE FELLOW CONSUMERS...Think twice before ordering so much as a pair of socks from either of these companies. I am normally just a titch more savvy when it comes to signing up for these supposed "Special Offers", but in these times of trying to save where you can, I didn't STOP to think about how much an initial $1.95 could hurt. It can...and clearly will

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tawnyanreno
Reno, US
Jan 07, 2010 2:23 pm EST
Verified customer This comment was posted by a verified customer. Learn more

This too happened to me and I have been charged for over a year at 14.95 a month. Unbelievable! They will not have my business again and I am very irritated. I am an educated person and read what I am buying and terms and conditions. Never was it explained that I would be charged for such a felonious service. What a joke!

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rwoodsrwoods
Sequim, US
Sep 23, 2009 12:36 pm EDT

I actually spoke to someone when I called to cancel the so-called service.

He assured me the $1.95 charge would be credited and the subscription canceled.

Needless to say we will not shop Spiegel again.

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Customer Recently was stolen
, US
Aug 12, 2009 7:31 pm EDT

Spiegel Company are really spoofing with us. They send us coupons that are not valid to use. When you agree to the total they will cut the money from you and take even the money that they promoted to be saved.

If you call their excuse will be that they are allowed any time to disclose the coupon and take the extra saving from you since it is written on the email.

Also, they will charge you for privilege pass and you don't get any benefits so they will gain more.

They steal from us as a conclusion.

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10:27 am EST
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Spiegel / Newport News steal money through returns!

Like others have said - they are the worst company for returns I have ever come across. I have been a loyal customer for years and they suddenly decided that I did not return something in time and will not credit my card as I requested. A 30 day return policy is ludicrous for an internet catalog company - 30 days could easily be the time it takes to receive the package, return it the same day, and then they would probably not really look at it for another month! Do not shop with them if at all possible - definitely not if you think you may have to return something. It's better off to go somewhere else!

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Spiegel / Newport News horrible customer service and return process

I had extremely bad experience, returned dresses more than month ago (With confirmation that they received it) didn't get refund (Till now) refund not correct, instead of sum that they should refunded (Dresses+tax - return label per their web policy) I got app 10+ dollars less. Whole return process is time consuming, they hold your item and your money one month after they receive your items back, and then when they refund they don�t even state a sum! I needed to ask for it, and noticed that they refunded less than per their on-line legally binding policy. Still struggling to get my refund (Took me at least 10 mails and over a month to get refund, even now not correct). Do avoid newport-news, just problems with refund and return. I requested to be removed from their catalogue and e-mail lists. Never again I will give them my business.

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mwf
Dallas, US
Dec 31, 2009 1:47 pm EST

I received an e-mail from Newport-News today for 20% additional off advertised and markdown items on their website. I selected two items which totalled $73.00 before the coupon. When I applied the coupon, the items were marked UP to $98.00 and the 20% was taken off that price. So in order to use the coupon, I would pay more money. This is not what was stated in their e-mail or on their website. When I called customer service, they were rude and nasty. I asked to speak to a supervisor and after 30 minutes of holding, finally hung up. I have screen prints saved of the before and after pricing in case there is a question. I have to wonder how many people go ahead and order not realizing that they are actually spending MORE money than if they hadn't used a coupon at all. These are unethical and unfair trade practices and should be stopped.

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John
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Jun 17, 2008 6:01 am EDT

This is a copy of an e-mail sent to the company (minus personal info):

The fact that you do not recognize anywhere on your site that a customer might have a complaint, is an indication that you neither want to hear of problems nor have any intention of fixing them. But as a former business owner, I believe that a company needs to know when they have screwed up.

My wife placed a $350.00 bathing suit order in April in anticipation of her trip to Cancun next week. Having heard nothing about the order since being told that it would ship on June 5th, she called this morning to check status. She was told that her order had been cancelled.
When she placed the order, the operator talked her into paying for it with a Newport News credit card. Our credit score is near perfect and, although we certainly do not need another credit card, she accepted.
Her credit card application was rejected - no reason given - and she was never notified by phone, mail, or e-mail that the complication had arisen. The order was just cancelled.
Now she is in the position of shopping locally for bathing suits, at a time when most stores have limited selection, in order to have something for her trip next week.

You owe her - at the very least - a written apology for what is your screw up and poor customer service. Just because you are not face-to-face with a customer doesn't mean that good customer service is no longer applicable.

Her name - Susan ...
Address...
Contact info...

And if you can't be bothered fixing this, remove her from your mailing list. We don't deal with incompetent, uncaring companies.

John ...

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nikness44
parkesburg, US
Dec 30, 2010 12:51 pm EST

i am also having the same issue with the return policy. i do the majority of my shopping online and I have NEVER dealt with such a horrible return policy. I sent my return back in November, I called them December 18th and they confirmed they recieved my return back on November 23rd but told me it could take up to 30 days for me to recieve my refund (which is crap, most companies get me a refund within a week of my return). Today is December 29th and I STILL have not recieved my refund so I called customer service AGAIN and asked for my money back the woman told me they were slow because of the holidays and that she would "expedite" my refund and ask that I get my money within 72 hours...i'm sorry but at this point it is absolutley ridiculous, i will NEVER shop at newport again.

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Princessshopper
Westfield, US
Feb 03, 2010 5:49 pm EST

I am having the same problem myself. I returned my items over two weeks ago and according to the UPS tracking they received my items a long time ago so I decided to call customer service and they tell me that it is going to take over 6 weeks to process my refund. Absolutely rotten customer service. If I had known that it would be so time consuming I would have never ordered anything from there to begin with.

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naf23
Lutz, US
Oct 09, 2009 12:05 pm EDT

Horrible, horrible company! I could tell my tale of woe, but it is just more of the same. My advice to everyone out there - DO NOT order from Newport News - they suck, plain and simple.

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rk11978
, US
Sep 18, 2009 4:35 pm EDT

Newport News is horrible. They have my items since 8/17 and still have not refunded any money, they say it takes 2 credit card cycles. They charged me within a few hours of my placing my order. To make matters worse they say one of my items was not recieved in perfect condition and will only issue a store credit for future purchase. B**S**T! They just want my money.
Stay away from Newport News!

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BlondieG
Dublin, US
Sep 14, 2009 2:16 pm EDT

I returned my items and they now tell me they are NOT going to refund my money. They instead will only give me a purchase credit. So now they have their items back, AND are going to keep my money. I too am going to contact my credit card company.

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ChrissyCMJ
Florham Park, US
Jul 22, 2009 9:03 am EDT

I'm in the same boat right now. It is July 22nd today and Newport News received returned items on June 4th. I send many emails and called many times and all they kept telling me was that it takes up to 6 weeks to process the return. Okay-so finally the returned was processed on July 15th and now they are telling me it takes up to 10 days for the credit to be issued. Ridiculous! I need my money back-I have bills to pay. I will never order from this company again just because of the long return/credit process. I'd rather just go to the mall and buy since if I need to return something the credit will be issued right there on the spot. Other mail catalogs or online catalogs are super quick. Don't they realize that their return policy turns people off. never again!

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very unhappy
Fort Worth, US
Mar 26, 2009 10:50 am EDT

I have also had problems with Newport News. They are the absolute WORSE company I have ever ordered anything from before! I made my order and three weeks laters till haven't received anything. I was hung up on twice when I attempted to file a complaint over the phone and was even told by one representative that she suggest that "you not order on the interview"...WHAT? Isn't that a huge portion of their business. You aren't allowed to speak with a manager to file a complaint, so apparently I am supposed to be ok with the money coming from my account and not getting anything for it.

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rathernot
, CA
Mar 10, 2009 7:16 pm EDT

I work there. It does take long, about 4 to six weeks but we always rtn the right amount of credit. delivery is non refunable, it would be the same as you asking a clothing store to refund the money you spent on gas to drive there and rtn the merchandise. if you had a discount on your order we will not refund the full price, because you would not have paid the full price.

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12:08 pm EDT

Spiegel / Newport News false advertising

Their website says that refunds are "promptly" given "within 15 days". 25 days after I promptly returned my merchandise, the company has NOT released my refund, and they tell me blithely, "we can't touch it." Nor is anyone in their call center quite clear on exactly when the refunds are given; at first I was told, 4 days. Then 7. Then 15. Then "at least 4 days." And today, "at LEAST 60 days." THIS IS NOT PROMPT. And when you point this out to the call center reps, they say, "Well the website is incorrect, MA'AM, " as a response to the question, "Why don't you honor your return policy as stated on your website?" Further, they don't care and can't help you--and supervisors and managers evidently have the power of invisibility, since they will tell you, "we can't find any." Nope. They've got my money AND their shoddily made dress, and I can't have EITHER of them back. So, I filed a complaint with the BBB. This is a headache, and I will check the companies out before I buy online again.

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frustrated customer
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Oct 09, 2008 10:35 am EDT

Horrible customer service and return process
I had extremely bad experience, returned dresses more than month ago (with confirmation that they received it) didn't get refund (till now) refund not correct, instead of sum that they should refunded (dresses+tax- return label per THEIR web policy ) I got app 10+ dollars less. Whole return process is time consuming, they HOLD your item AND your money one month after they RECEIVE your items back, and then when they refund they don’t even state a sum! I needed to ask for it, and noticed that they refunded LESS than per their on-line legally binding policy. Still struggling to get my refund (took me at least 10 mails and over a month to get refund, even now not correct). Do avoid Newport-News, just problems with refund and return. I requested to be removed from their catalogue and e-mail lists. Never again I will give them my business.

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Spiegel / Newport News no immediate order confirmation

When I order from Newport News, I get no order confirmation email with the information of the items I have just ordered from Newport News. Again, I know I can and do visit my Newport News Cust #, but the information is sparse at best and Newport News provides this information and according to one of the Newport News Customer Service Reps at least is complete as it stands. Well, BooYou Newport News!

I find that without immediate confirmation of my Newport News order that there is a major problem with knowing what I actually have just ordered and will be shipped from Newport News! It could be days and even a week and a half before I get the invoice from Newport News listing the items I will be charged for and shipped and not shipped from Newport News. The item #'s I listed on my Newport News online order inquiry page don't work on the search box on your Newport News site, because they, Newport News only give 5 of the seven letters/numbers that I need to look up the item that I have ordered on their- Newport News - website. I find that even with the pathetic descriptions offered on my order inquiry that Newport News gives, I can't access those Newport News items on my online Cust# order inquiry from Newport News website. I can't locate the items I originally ordered from Newport News or are backordered from Newport News. There is no picture of the item and the Newport News item #s are so close numerically to each other that it is anyone's guess whether it was an open toed pump or closed toed pump (as an example) that Newport News is shipping. How frustrating is that? I have reordered items from Newport News because they (Newport News) are not clear on what has been backordered. Where are the pictures of what you have ordered from Newport News? They should be linked to the actual item # shouldn't they? How could Newport News CS Reps even know that either? I don't think they do! It probably, cant be considered the Newport News CS Reps faults, or maybe they, the Newport News Reps may be a bit snippy with the Newport News customers who question the Newport News order system they work for. Since Newport News provides no immediate confirmation of my Newport News order by email, I have no idea what Newport News will charge for or even what I will receive from Newport News. The description of ordered items as well as invoice confirmation are just missing on the Newport News website that is accessed from the customer number. Even on the the Newport News online or emailed invoice received is pathetic at best and still is not searchable on their, Newport News website. Besides all this, you get no invoice until shipment from Newport News is sent! That is okay, if an online Newport News confirmation of order has been sent, but it hasn't been. Beware of that folks, to order or not, that is the question. I think we may all want to save any picture of anything we order from Newport News on our pcs at the time of ordering and then we will have a clue without also having to purchase one of them (a clue) from Newport News.

After my experience with the lady from Newport News customer service ( see time and date below) I feel the need to get in contact with a customer service site who can put this experience with Newport News out there. That is why I am here! I so support the ability to speak my word when it comes to online websites, such as Newport News who purport to be customer worthy and then defend their ineptness and blame it on the Newport News customer.

I spoke to someone at Newport News today who claimed to be upper echelon. I asked to speak to someone who was in charge of her, but she said she was the top dog.

This was today 6-11-08 just after 1:00 MDT at my Customer # [protected] phone #. According to her, she was the top of the pyramid, and her name wasn't Geralynn, or Madonna, she said there was no one to let me speak with. (I cannot badmouth all CS Reps, as Rebecca from 6-8-08 was awesome with me trying to fix the mess that Newport News broken system had caused me.) I have shopped you 10 years in the past by catalog, but Newport News is not ������¢���¯���¿���½���¯���¿���½web-worthy������¢���¯���¿���½���¯���¿���½ yet for consumers by any means. I regret my dealings with some of the people there at Newport News! I can only hope that the items I need to return to Newport News will be credited in a reasonable amount of time to my Newport News credit account or personal credit card. If Newport News cannot, possibly another Newport News online commentary may be necessary for the potential customer to peruse. Get your site together Newport News, and fix the bad Newport News CS Reps. Please!

Ms. Geralynn Madonna should order under a different name from Newport News and wait on and check on her order. She, Geralynn Madonna should attempt this and then search the item numbers online she, Ms Geralynn Madonna, CEO of Spiegel and Newport News would certainly also find that her company Newport News system at Newport News Online is broken, very broken. This Newport News Online site is a traincrash that has happened and the consumers that shop Newport News Online are the victims! New Webmaster needed, please apply.

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HukE31
, US
Dec 10, 2009 8:47 am EST

To all of you online customers like myself. Be aware if you order from newport news, I have never had such a headache before, and I order from everywhere. I bought a dress for $150.00 and the day I got it, I didn't like it and it was to big. I packaged it back up the same day. I shipped it back and tracked it and they recieved it 3 days later. I waited a week and noticed I still didn't get the credit back on my account. I sent them an email and they responded back. Oh, it takes up to 6 weeks and or 2 billing cycles of your credit card. I said "excuse me". This means I will pay interest on a product that they currently have. I mean really. You get back the merchandise, they credit back your account. I can tell you this, I will never order from them again. This is just wrong and it's not good customer service. To hold up your money for up to 2 months is unheard of. So just to warn anyone who is considering to order from them. Beware! Like most of us, $150.00 out of our account for 2 months, when you want to go buy another dress or whatever is just wrong!

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Anu
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Apr 22, 2008 3:40 pm EDT

I ordered for the first time from newport news in late february. I ordered my "normal size" with every other mail order house. All but the leggings were waaaay too small and after I measured myself i'd have to take a size 12 instead of size 4... While I do not care about my size in any item if the item fits, these were way off. So I returned them. Finally, they say the refund minus shipping charges supposedly are credited but it will take another week. No ohter mail order company charges you for shipping too small items wkith tags still on back! Plus they clutter my e-mail with 3x per day e-mails.

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vitaminc
, US
Jul 26, 2009 12:29 pm EDT

I ordered a top and 2 bottoms for a bathing suit. I wasn't sure which bottoms would like nice, so I ordered 2 different ones thinking I could return one if it didn't work out. Well, they sent me both bottoms and no top. The top was discontinued. Since I can't do anything with 2 bottoms and no top, I returned them. It has been 7 weeks and I still haven't recieved a credit.

When I contact them (which I have done several times) they say it takes 4-6 weeks for a credit. First, that is ridiculous. It only took them about 5 minutes to charge my card, it should not take 4-6 weeks to credit. I contacted them after the 6 weeks had passed and they said they hadn't received it until a week and a half after they actually had. I have the tracking and I see when it was delivered. I ask ethem questions and they just keep saying, "please allow 4-6 weeks". I have had it with this company.

After sending them the tracking number and proving that they have had their product back for 7 weeks, I got this response,

"Your request has been forwarded to our Account Specialist department for review to determine if a credit/refund can be issued as a one-time courtesy. Upon review, the appropriate action will be taken on your account and you will be notified of their decision by phone or email."

One-time courtesty? You have your product back! Give me my money! I paid to have it shipped to me and to ship it back on items that I clearly could not use. If they discontinued the top of the bathing suit, they shoudl not have charged me to ship the bottoms. Obviously I would have to pay to ship the bottoms back. I am out the shipping charges both ways. Now I am getting the run around on my credit for the product they have had for 7 weeks. I will never order from this company again. I am shocked at how poor their customer service is.

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SBWCincy
, US
Aug 27, 2009 3:35 pm EDT

Ordered a dress from them and returned it within a week. Had to follow up multiple times about the refund. Received nothing indicating that they had even received the return package. Finally got the refund processed and I just checked my credit card statement. They only refunded me half the amount. I don't have the energy to contact them yet again.

Buyer beware. Only buy something from Newport News (which is a Spiegel brand) if you're planning on keeping it.

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Bonnie11
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Nov 25, 2008 11:41 am EST

Insider pass - non authorized charges to my credit card after I bought items online from newport news company. They took 1.95 off my credit card and from other complaints here I guess i'm lucky that so far they have not taken more off. I called the number and cancelled so hopefully that will do it. I also filed a complaint with the credit card company, no way are they going to make money off me and i'll never buy from them again either, there should be a way to stop this. Also, since buying from there, i've been getting a lot of junk email and also phone calls from places wanting to loan me money, and stuff like that.

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terry
, US
Apr 14, 2010 12:06 am EDT
Verified customer This comment was posted by a verified customer. Learn more

On March 8th, I placed an order from Newport News. When it arrived on March 11th, I immediately took two of the items to UPS for an even exchange. Here I sit on April 13th having received none of the items.

I called customer service yesterday, and the rep admitted that my exchange request hasn't even appeared in their system, even though they do have the record of my return.

I asked when I will receive my replacement order. The rep told me to give it another couple of weeks.

This is outlandish. They have my money. They feel no obligation to get my clothes to me before the season ends.

By the way, even though I was polite and told the rep that I knew the problem was not her fault but the management's, she offered no apology whatsoever. I told her (politely) that Newport News' shoddy customer service surprised me, and that I probably will not order from them again.

After I hung up the phone (oh, yeah; I waited over seven minutes on hold to talk to a rep in the first place), I realized I definitely will not order from Newport News again.

Life is much too short for this nonsense. From now on, I'm sticking with retailers who value my business.

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Marishka
Sacramento, US
Dec 16, 2008 12:57 pm EST

This is terrible rip off company!
THis is what I sent to BBB:
I placed the order with Newport News 10/21/2017. I received the order one week later 10/31/2017. 11/14/2017 the order was returned to Newport news with UPS delivery confirmation: 1Z023Y249026565220. The delivery date is 11/21/2017. I have been waiting for refund to my credit card since then. I have contacted Newport news 12/16/2017 and they confirmed that the order was received and the refund amount will not be credited back to my credit card because I owe them money for some precious order. I do not own them any money for any precious order. I did placed the order in the past however I never received it and they could not conform that I did. They said that the package was dropped at my front door however I did not recieve it.So the claim was filed and I was credited back to my credit card . I do not think anyone should pay for something they do not get.However Newport news hold that amount as an outstanding balance on my account with them.
Their policy:
"Satisfaction Guarantee
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." This package was returned within 3O days with the confirmation from UPS and from Newport News however they refused to credit my credit card due to some outstanding balance.I filed dispute with the credit company.Newport news can not and should not bill me for something that was returned or for something that was not received .

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austin resident
Austin, US
Apr 29, 2010 10:22 am EDT

I placed an order for a swimming suit back in November. I received the suit and it didn't fit so I placed it back in the bag and sent it back the very next day asking for a refund. I called and they said it would take up to six weeks to be refunded. In February I received a "merchandise certificate" because they claim it took more than 30 days for the swimsuit to be returned and they could not credit my card. Instead of calling and complaining, I go with it and order three items with the certificate. First two items, I received. The third item I call a couple of times and each time am told it's on back order. This morning I discover that $15.00 has been debited from my account for this order. I call Newport News and they said I should have received a check in the mail in March for the portion of the merchandise credit that was on backorder and that because they had my credit card number from the original order they could go ahead and debit my account for $15.00. I did not receive a check in March for the difference of the backordered item. I was not told I was receiving a check for that amount which I did not receive and certainly was not told that they would be debiting my bank account for the item when it finally came in. They told me this morning that they could debit my bank account for the backordered item now that it came in because the original swimsuit was ordered on the debit card. I asked why they could not then just credit my acct instead of sending a check in March for the amt. of the backordered item or credit my acct. for the returned swimsuit which I returned promptly. Although, I am only talking $15.00 here, they did not have authorization to take the $15.00 from my account. I never received the check back in March for the backlogged item that was supposedly credited off their merchandise account amount which was a credit off my original order which was by my debit card. Their story is contradictory to their own policies, very shysty and smacks of fraud.

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Former Newport News Customer as of today
Austin, US
Apr 14, 2009 10:20 pm EDT

I paid for an online order from Newport News and the related bill for their credit card back in January 2017 upon receiving the bill and then had to return half the order (a jacket) because it was too short and it was a holiday
present so there was a delay in returning it. Newport News Credit card claimed the payment was two days late (even though I paid it in plenty of time using electronic online bill payment. Instead of crediting back my Newport News credit card for the item returned, I was instead sent a gift card for the return amount less shipping. Now Newport News credit card is assessing late fees that are more than the cost of the one item that I still have, as well as more than the item I returned even though I paid for the full order several months ago and should have a credit back to the card for the returned item. When I spoke to them yesterday, they said the "Catalog department" would have to indicate I had made a return before they would do anything about removing two months of late charges (on a bill that was paid in full in January and half the order was returned after I paid the bill in full). I am extremely frustrated after speaking to one Newport News Customer Rep (ater a 15 minute hold) via phone who then put me on hold for another 15 minutes to speak to a Supervisor. I have now been on hold for 15 minutes twice for your customer service department and do not have time to sit on hold for over half an hour. I also tried following up via customer service on their web site and received several automated emails regarding their return poicy and that the credit card customer service was not connected to their web site customer service. To stop any furher late fees from being assessed, I am paying the current bill with fees, but plan to pursue all avenues to get issue resolved and refund processed.

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Challenger62629150
Sumter, US
Aug 20, 2009 8:29 pm EDT

I purchased a dress and sweater on june 29, 2017 with overnight shipping. I got it in, saw right away it was all wrong so it sent it back. This was a dress of more than a hundred dollars with shipping. I sent it back on july 1, 2017. Today is august 20, 2017, and they still have not refunded the money to my bank account. I do not have a newport news credit card, so their little spiel of "it will show back up in two or three billing cycles" is bull. That is saying that they will put it back in my bank account in two or three months. And that it from the day that they processed the dress, not the day the received it. They "say" they processed it on july 27th. They had no problem quickly taking the money out of my bank account, they have acknowledged that they have received back the items, so they shouldn't have a problem putting it back should they? I even asked one of their customer reps... "what if you took something back to walmart, and they told you they will give you your money back in two or three months... Walmart would have a protest going on in front of it".. His response... "we're not walmart"". I reminded him that his company was no different than walmart, that it was a commercial business selling something and just because I couldn't go into his office didn't place them into any different catgegory. I told them that I was going to report them to my state's attorney general's office, which takes complaints for fraud. That is what this is... Fraud. My money is fraudulently being kept from me. There is no legitimate reason to hold my money for two to three months... Except that they are hurting for money and trying to steal legitimate refunds.
Do not buy anything from this company> they will try to defraud you< hold your refund for months... There are wayyyyyy too many cute, nice companies on the internet now, shop those, put newport news out of businesss...

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10:34 pm EDT

Spiegel / Newport News billing and re occurring charge

I ordered from Newport News in April of 2008 with the intent to have a deferred billing promotion that was ongoing for no charge on your card until july 2008. So when I originally placed this order I did not read or see in fine print so the company claims misleading verbiage used to pursue customers to thinking something different however when I ordered and used the deferred billing code 7449? I think that was it my charge did not show on my card the next couple of days so I thought okay good. So a couple days go by and I notice that I have a hold on my card and this caused me to get an overdraft fee of $35.00 cause I did not have the full available credit cause I am thinking well they might just authorize card to see if it's valid and open card. Cause no where does it say when you enter code or anything that we authorize amount. However 4/10? these dates are APX? I called and spoke with a rep that told me that if I used a bank card then it would not allow me to do a deferred billing and they would cancel my order and call me to get another card but they would not charge my card which then later I was advised from another customer rep that Newport news places a hold on the amount of purchase and then bank releases it days later. Which did happen but it was very misleading So after speaking with the rep I was very upset and decided to cancel my order they told me they could not do that cause it had already been shipped. They were quick to ship out and take money but the return took over 7 weeks. The clothes came to me in a plastic bag that looked trashed that they charge me $15.00 for shipping so I am thinking they could have at least put in box for that amount compared to all the big department stores online that offer free shipping ETC. Fast forward to return issue on the website it states "Please Allow 15 Days. It takes approximately 15 days for us to receive and process your return. We'll credit or refund the price of the merchandise including any taxes you were charged (excluding shipping and handling), less the cost of the UPS return charge, when you choose this option. Allow two billing cycles for your credit to appear on your credit card statement... Okay so with that said it took 6 1/2 wks for return to show and so when I called again and spoke to rep final time David was his name to make sure everything was okay. It seemed like everything was alright. I did get an email conformation stating returned had been processed and all. Then today 7/1/2008 I have a charge on my card for $107.94 which I do not have 107.94 in my account so another $35.00 charge for overdraft fee. I bank with Key bank and it is a Mastercard I used. So why would they charge my card for items that were returned and keep my information in system to authorize charges I did not consent too. So in all these has cosed me $199.88 and out of the only clothing item I did purchase was cheaper then originally shipping $14.00 for leggings. I am disgusted with this company and will never recommend them to anyone or use them ever again. Billing has been an issue with this company since my purchase. The hassle and time I've been dealing with talking to reps, managers, billing account specialist and no resolution arrg hate them.

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7:47 am EDT

Spiegel / Newport News unauthorized charges

I have repeatedly requested that spiegel stop charging me for a "privilege pass," a $14.95 amount charged against my account each month even after paying off the bill. I asked via email at customer service in february, over the phone with customer service in march, on every bill until april, via email again and again.

I have been harassed by collections insisting that I owe three months of this plus late charge. I have refused to pay. Now my very good credit report is being ruined.

Please help.
Dr. Deirdre pettipiece

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reaster
mt pleasant, US
Jul 06, 2011 2:09 pm EDT

I returned items to spiegel for a refund. I called to check the status of my refund and was told it takes two billing cycles for the refund. Two and a half billing cycles I still have no refund. I call and am on hold for more than ten minutes with blaring loud music and advertisements. Finally the call is answered and I'm told the COMPANY IS IN BANKRUPTCY! Meanwhile, they are still selling their low quality merchandise to unsuspecting consumers. This company needs to be SHUT DOWN!

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CB Tenn
Germantown, US
Apr 05, 2011 5:40 pm EDT

I'm sorry. I just sent Spiegel a check for a purchase I did not even make to keep them from sending me to collections. Unbelievable.

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EK3
Lingan, CA
Sep 21, 2010 2:41 pm EDT

There is a toll free number for Privilege Pass on your credit card statement. If Privilege Pass is charging you why are you continuing to call Spiegel? They're not the same company!

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Rachel S
Sierra Vista, US
Sep 07, 2009 3:27 am EDT

I can't believe how many complaints I come across for this company! I just got finished typing my own, and now I find this one. Had I seen all this before hand, I would never had ordered from them.

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10:42 am EDT

Spiegel / Newport News 4 years later, rec'd collection on paid acc't.!

I have recently rec'd a bill for $24oo+ for an account paid off in 2004 (at a bit over $800). Has anyone else had such a serious issue with this company? The lawyer for the collection agency was very nice, told me that the buyer of the contract, Midland Credit Management Co., and was a debt brokerage. I know that Spiegel has been having financial problems... This appears to be a company selling paid accounts as collectible to gain income. Any info would be greatly appreciated. I intend to let this go to court, if they have done this to me, they likely have done this to many ex-customers.

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Angry Spiegel Consumer
, US
Feb 10, 2009 12:26 am EST

I have just been contacted by a Stacey from 1st National Collections for a $124.85 bill for an item that was returned via UPS to Spiegel in the early 1990's. I initially heard from a CB/HV Collection Bureau Hudson Valley, Inc. in June of 1997 and they were given the information a few days later that it was a mistake by Spiegel. A Ms. Reed and a Shelly both assured me that it would be sent back to Spiegel. Well this morning 2/9/09 I got a call from a Stacey from 1st National Collections who was extremely rude, threatening and nasty with me when I explained the situation. I emailed Speigel immediately, something I did not have available in 1997, and received a form email back from a Ms. Patsy B of Spiegel client services who just referred me back to the agency that threatened me. I do not understand how they get away with releasing personal financial information based on erroneous information. My next step is the Better Business Bureau.

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9:34 pm EST

Spiegel / Newport News hidden charge of "free shipping"!

I recently received a bill stating that I purchased an "Insider Pass" for 14.95 from an online purchase, under an odd [protected] number. When I looked up what the number was it was a hidden charge fee for "free shipping" from Newport-News.com. I think this is completely absurd because first of all I never got any Free Shipping whatsoever. And even if I did-they actually "secretly" charge you for it.

And who knows how many times they will charge my credit for this misleading and false shipping claim. Just wanted to give a heads up about this.

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Delta Rawls
Decatur, US
Jun 20, 2011 5:29 pm EDT

This complaint will serve to warn you that getting a credit from Newport-News.com has been one of the most frustrating experiences of my life. I am an avid on-line shopper. I have been ordering from this company for years and have never had to return an item, until now.

I ordered a coat from Newport-news.com in February, 2011 as a gift for my daughter. She did not like the way the coat looked on her so I returned the coat in Feb. The coat was charged, in the amount of $91.00, on my American Express card. I sent an email on March 22, to Newport Customert Service asking the status of the credit, minus the charges for the return. I provided the customer #, Invoice #, ship date, the method of return and the UPS tracking number. This is the result from my numerous attempts for credit.

March 22, 2011 - Email from Newport-News Customer Service - apologizing for the delay and that I should allow one to two billing cycles for my return to be processed. The credit should appear on my next or following statement.

April 12, 2011 - I sent another email to Newport-News Customer Service requesting the status of the credit on the coat. Explaining the same scenerio as notated above.

April 13, 2011 - Email from Newport-News Customer Service advising they will process my return today. Please allow 3 - 5 business days for the credit to appear back to the original method of payment or for a gift card to be mailed if the items were returned after the 30 day return timeframe or if they were not in the original (new) condition when returned.

April 12, 2011 - I began to get really frustrated because the method of the return credit is starting to change.

April 26, 2011 - I sent another note to Newport-News NO Customer Service advising them that I had not received the credit and if the issues wasn't resolved soon with a credit, Newport will be loosing me as a customer.

April 27, 2011 - I received another note from Newport-News NO Customer Service again apologizing for the delay in processing my credit for the long black coat.

May 26, 2011 @ 8:26 p.m. EST, I called customer service to speak with a supervisor. The customer service agent was not very friendly, however, she stated she would send a Red Hot Priority to get the credit processed ASAP in 2 - 3 business days.

June 2, 2011 - I called again because the credit had not appeared on my American Express statement on line. The agent was again not very friendly, but she said I wold get a credit of $72.05 on my next statement.

As of today, June 20, 2011, I have not received the credit on my American Express card.

I have been more than patient with this company and as of today, will never order or do business with them them again. Once I've been burned by a company, I refuse to do business with them EVER again.

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Tracy14
Vernon, US
Oct 24, 2010 10:44 pm EDT

I ordered three dresses and one bathing suit from Newport News on July 19, 2010. I did not like the way the items looked on me and the bathing suit did not fit, so I returned all four items on July 31, 2010, using the pre-paid UPS return label that came with my order. On August 6, 2010, I received an email confirming receipt of my order -- and then, I waited. After three weeks went by and the return of the items was not noted in Newport News's order system, I decided to dispute the charge with my credit card company. I had a previous bad experience with Newport News and I should have learned from that, but I decided to give them another chance. Well, FINALLY, on October 8, 2010, I got a credit on my credit card statement for the amount of the clothing minus the charge for the pre-paid return label. It should be over now, right? Not with Newport News, the email they sent me, which I didn't understand at the time, stated that they credited my credit card statement but that the charge would stay on my account until payment was received. WHAT? Yes, they are still insisting that I owe them money for merchandise that I returned to them, that they acknowledged that they received. So while this should now be over, I still have to fight them to fix THEIR MISTAKE. This company is either incredibly unethical or incredibly incompetent. Either way, run, don't walk away from them. I can't say it in strong enough words that no one should EVER do business with them unless you're willing to lose your money.

"Customer Service" such that it is, is closed on the weekends (nice, huh?), so I'll be interested to hear the explanation from their customer service person tomorrow when I call them as to why they credited that amount back to my credit card if I did in fact owe them the money for this merchandise. I have sent them an email explaining this situation and THEIR ERROR, with a promise to follow through with filing a complaint with my state's attorney general, consumer protection and anyone else I can think of if they persist in attempting to collect this illegitimate debt. I may file the complaint anyway. Maybe it will help someone else understand what a bad company Newport News is so they can avoid the headache that I'm going through right now.

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RadO77
, US
Sep 15, 2009 3:49 pm EDT

Newport-News.com is a disgrace and their customer service is indescribable. Don't ever order from them unless you are not planning to get a refund from them.

On 6/22/09 I placed an order with Newport-News.com and returned the merchandise which they received on 7/14/09. Their website states up to 30 days to receive a refund. It is now 9/14/09 and still no refund.

I've been calling leaving messages, calling customer service this whole time and no one gets back to me. Customer service is useless they tell me the same thing over and over again like robots. I've tried to contact people in corporate who transfer my emails to Michael Pettipas, Office of the President, who is another useless person that I can't get a hold of. His number is [protected]. In case anyone needs it and might have better luck than me.

When you call in customer service. At first I was told 6 weeks to receive my refund, then another day they tell me 7 weeks. Then "give it a few more days". Today I was told 8 weeks, and that they start counting from the day the items are "processed", not the day they "receive" it. It is unacceptable to have my promptly returned items sit at the return facility for 3 weeks to wait for "processing", In 3 weeks I should have had my refund in my bank account. Just now customer service tells me the items were processed on 8/4 and I have to wait up to 6 weeks! This is not prompt, this is outrageous. When I pointed this out to the call center agents and I have asked them "Why don't you honor your return policy as stated on your website?" They say "well the website is incorrect". If it's incorrect why has not anyone corrected it. Furthermore nobody in customer service or corporate seems to care about it's customers, and no one can help me resolve this issue.

I believe this is false advertising and fraud what this company is doing and it's very bad business to take advantage of customers just because they are online. I believe their return policy is a ploy to try to steal people's money if nobody speaks up. There is no legitimate reason for this company to hold customer refunds for as long as they wish. If you state 30 days on your website, I suggest you honor it, I believe any loyal company would. This has never happened in any other place where I shop. Just because you are not face to face with a customer doesn't mean that good business practices are no longer suitable.

What they are doing is fraud and I can't believe they're getting away with doing this. I've made complaints to the BBB and Consumer Affairs who are useless and no help at all as well. I'm at the end of my rope and don't know what else to do. Don't buy from Newport-News.com/Spiegel Brands unless you want to go through this dilema with their refund system. And what's funny is I did make another order after the one I'm having problems with and had to make an exchange. It took less than two weeks for them to process my exchange! But still no refund. I know it's because I made a purchase and not a refund. I hope they shut down one day.

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Hussen
, US
Dec 17, 2010 4:06 pm EST

I ordered from this website. I recieved what I ordered, no problems. 2 weeks later my credit card was hit from 2 places and received bills from places I never ordered from. This took months to remove the charges from my credit card. I can only assume that my information from my credit card came from this site. I have never used it again, and so far have never had any issues with fraud again.

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filbert403
Carlisle, US
Jun 21, 2011 3:26 pm EDT

oh yes, they recieved three blouses and a jacket from me (sizing was wrong) and after two months of being told their "new return process" is holding things up or that will be processed today, or just plain being ignored, i called and was told i wasnt getting any refund because they filed bankruptcy. Any return after april 2011- they are basically stealing your money. ( I must metion that their return process has always been HORRIBLE.) I asked why werent customers informed of this? Oh that notice just went out today i was told. Right, its two weeks later and i still havent gotten any notice. If i had known this back in April- i never would have ordered. Or, i would have just kept the items and gave them away! Bet they are still taking orders from people using that newport news card!

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RocketMan11
, US
Jan 03, 2010 7:31 pm EST

Same here. the wife ordered a dress from Newport News just before xmass and all of a sudden a $14.95 charge for Insiders pass shows up.
I'm sensitive to this because we just noted a similar scam from Proflowers and Easy Saver. ( That one got me for a years + worth of $15/month charges) Turns out both scam companies are the same one! Encore Marketing. I'll dispute the charges and change the card # if I have too!.

In teh future, I'll be boycotting both these companies AND using a dedicated CC (or Paypal) for any over teh net purchases.

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Mary E Darling
Sonoita, US
Jan 03, 2010 12:44 pm EST

Inside Pass charged me 14.95 per month for nothing for 6 months after I cancelled. I want my money back! I cannot get a human being on the phone - just a recording.

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Mary E Darling
Sonoita, US
Jan 03, 2010 12:42 pm EST

I too am a victim of "Inside Pass" via Newport News. When I received mail for Inside Pass I tried to cancel. I am doing my 2009 taxes, reviewing my checking account online, seeing $14.95 per month for Inside Pass. I telephone and can not get a person, just a recording.

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kkile78
, US
Sep 25, 2009 3:15 pm EDT

Same thing happened to me - except instead of finally giving me a refund, they gave me a certificate for the amount of my purchase short $6.99 for a "Return Processing Fee" and the certificate is only good at Newport News. This is dispite the fact that my return was made within 30 days after the original order date. I HATE NEWPORT NEWS! THIEVES!

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b.w.
Chicago, US
May 06, 2009 2:07 pm EDT

i havent been charged the 14.95 i check my account and noticed 1.95 had been taken out. i know that not alot but thats a dollar that i wasnt willing to spend. i canceled the so-called service i signed up for that i am still unaware of and im calling the company.

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12:00 am EST

Spiegel / Newport News credit card charges

I had a charge of $14.95 that I could not figure out what it was from. It did not list a name but a phone number. When I typed it in google I found out other people on here had this problem as well from this phone number. I found out it was from newport news, a womens clothing company. I had ordered a dress from there over a month ago and they asked if I wanted free catalogs so I agreed. Never once did the person I spoke to say there were charges. Whats strange is when I purchased the dress it came up on my statement as new port news. But the catalogs did not and were a phone number. That is because it is their shady way of stealing peoples money. Although 14.95 is not alot it is to a college student like myself. What is worse is that if I would of let it slip they would of continued billing me each month. Do not order from this company!

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slw
, US
Jun 03, 2016 8:19 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I placed several orders with Newport News in November of 2009. Never did I imagine the unbelievable hassle I was about to get myself into. I do about 95% of my shopping online (even groceries)and this company by far is the WORST! I'm not even sure how this company can get away with doing business this way or how their employees can live with themselves for treating people in such a horrid manner.

After the items I ordered arrived nearly 4 weeks later, I found that most of them were of terrible quality (snags in the material, uneven, unfinished seams, huge sizes, etc.). I kept only 2 of the items and returned them immediately via their UPS sticker (which incidentally costs you an extra $6.95 PER ITEM and they will deduct this from your return amount...if you ever see any of that money back). I kept copies of the UPS stickers and confirmed the day, time, and signature of when it arrived back on their dock on December 16th. Two weeks later I called Newport News and they confirmed that the items did arrive and that the processing of the return would take about 5-7 additional business days.

Two weeks later, I called back and they said it would be another 10 days to process the returns. In other words, the company gets to sit on your money for as long as they want...hoping that you will forget about it or get tired of the hassle and move on. Six weeks later, I filed a dispute with my credit card company, providing them with the documentation from the UPS tracking system where Newport News had received the returned items. My credit card company could not get any response from Newport News regarding the returns.

Two days ago I received a "past due"? invoice from Newport News for $233.00. This is about double the amount for all my orders and makes no sense whatsoever. So I called Newport News again (this makes 7th call so far throughout this whole ordeal) and they said that I owe THEM now for items that I returned 2 months ago and that they show in their records as having been received. Huh?

They told me someone would have to call me back (I said, yeah, I've heard that before). Today, lo and behold, someone from Nova Scotia called today trying to collect $233 from me for items returned 2 months ago. I couldn't believe it. I asked the extremely rude woman, "So, let me get this straight. You want me to pay you $233.00 for items I've returned 2 months ago because your company doesn't want to process the return in a timely manner? In other words, you want me to pay double for items that YOU show in YOUR computer as having been returned?" She just said, ma'am, you owe us $233. So I said, so after I give you another $233.00, how long before you credit back my account for the items that were returned 2 months ago"? No joke, she said 5-7 business days. Uh, huh. I started to tell her that's what the first person told me when I called to inquire the first time about my return and she literally SCREAMED through the phone, "I don't know how to explain it to you any better than that!" and slammed the phone down in my ear. Very mature and professional.

I wish I would have done my homework three months ago and researched this "company" before placing any orders with them. If you decide to place an order with Newport News and it isn't what you expected, you will be better off keeping the merchandise, giving it away, or selling it. Otherwise, get ready to be hassled for a long, long time.

Horrible, horrible company. Newport News...SHAME ON YOU!

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JoanneF
, US
Jun 03, 2016 8:19 am EDT

I totally agree ! I'm at the stage with Newport News right now where they are agreeing that I returned merchandise twice in December 2009 - and they keep promising me that they "put a rush on it" to remove the charges but here it is - February 16th and charges are still on my card.

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Jackie
,
Nov 13, 2008 9:52 pm EST

I am a victim of the $14.95 charge. It is such a shady way to take your money, and I have a big problem about it when I'm not getting anything back for that money. I called the number not knowing what company I was calling and the automated lady said I could cancel my insider pass or wait for a rep. I pressed right away to cancel it and took down the confirmation number. I got home and and looked up insider pass and see that I'm not the only one!
have anyone try to get their money back?
My package ALSO took a very long time to get to me, it was probably like 2-3 week of waiting.
DEFINITELY do NOT shop at Newport!

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Sandy Ward
,
Dec 11, 2007 4:57 pm EST

I placed an order with Newport News for the first time and this will be my last.

When I placed the order, the online ad indicated that I would expect the delivery in 3-5 working days. It's been at least that long. I did not receive notification that the order had shipped and what was shipped. Because they didn't provide enough information, I was not able to track the items so had to call the 800 number. I've been on hold for over an hour. Newport News indicated that they have customer service reps on call until midnight EST. WHATever. I'll keep my eyes open for eroneous charges to my credit card. Thanks for the head's up.

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12:00 am EST

Spiegel / Newport News coupon codes

Newport news - online clothing store (www.newport-news.com)

I placed an order on october 15,2007 for $400.00 worth of clothing. I used a coupon code #517 for 25% off on the order. I received an e[mail confirming the order immediately and then another e-mail the next day saying the order was being processed. Now after the oder was delivered and 3 weeks later I wrote them because a few items were on back order until december and I questioned why when the order was placed they said they were "in stock". Well they just informed me on this day november 6th that they coupon code I used was not valid and charged my credit card for the amount of the discount. This was their mistake and I should have been notified the day the order was placed and rejected at that time, not after the order was delivered.

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12:00 am EDT

Spiegel / Newport News scam and cheating!

I called into customer service after a shipping charge that was more than the product I ordered. The agent told me since it was the first time I ordered she would give me a one time free shipping. I have now been charged 12.95 a month for several months on my bank account, from some marketing company that works with them called encore marketing. I never agreed to a service that hey are offered for discounts. WHAT A RIPOFF. I would never suggest to make any purchase from newport news. What might look like a pretty good deal is not. They will always find ways to con you for more money!

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UpsetInFlorida
, US
Dec 08, 2008 9:17 am EST
Verified customer This comment was posted by a verified customer. Learn more

A lot of you are saying that you can't get through to anyone when you call the 877 numbers to cancel (877.564.8538/877.844.9554). I did a little research it turns out that they're owned/operated by a company called Encore Marketing International.

So... let's CALL THEM and tell them how big of ### they are for perpetuating these frauds/scams... below is a list of employees and the main number to Encore; if you call a receptionist will put you through to them... CALL THEM NOW IF YOU'RE FURIOUS ABOUT THEM STEALING FROM YOU:

http://www.boriskan.com

4501 Forbes Blvd
Lanham, MD 20706
Phone: [protected]***
Business Development: contactus@encoremarketing.com

Stanley Plotnick — Chief Executive Officer
Steve Klein — President
Kimberli Files — Chief Operating Officer
David Gallimore — Executive Vice President, Sales & Marketing
Michael Dubrow — Executive Vice President, Partnership Development
Sondra Diggs — Chief Financial OfficerSondra Diggs — Chief Financial Officer

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This is the contact information of the CEO of Encore Marketing who's behind American Leisure and EZ Saver Scams... contact him to let him know how you feel about him cheating you and stealing your money:

Chief Executive Officer
Stanley Plotnik

+1.301.459.8020
splotnick@encoremarketing.com

Encore Marketing 4501 Forbes Blvd
Lanham, MD 20706
USA

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tjohnson
,
Nov 06, 2007 1:50 pm EST

I had the exact thing happen to me. I have tried to get my money refunded and documentation that I authorized it but have had no luck with either. I like the clothes but I will never order from them again. They have lost a good customer and I will make sure and spread this news to everyone I come in contact with.

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12:00 am EDT

Spiegel / Newport News hidden charges!

I ordered merchandise from these two companies on line they asked if I wanted free shipping and catalogs, etc I said yes. There is a charge on my credit card for 4 months now of $12.95 and another one for $14.95. Encore marketing [protected]. They said I signed for some kind of deal for free shipping every time I ordered. HA! I canceled right away but it took me a while to find their phone number. Please be aware of the FREE shipping...

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d. good
Lincoln, US
Mar 11, 2010 6:06 pm EST

OMG, I cannot believe I found this...I was just trying to find more info in regards to the charge on my account by googling "spiegel + insider pass.""

I am shocked how prevalent this is and how "discrete" the company is about the charge. But I did call the number that reflected on my account from the transaction and was told it was cancelled and will be removed!

I still believe this is ridiculous though! SMH

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MsBarbados
Aurora, US
Jan 16, 2010 6:27 pm EST

I found three bogus charges on my credit card from Encore Mktg and CMG which I did not authorize. I disputed the charges immediately. The phone number on the statement lacks the complete 877 number to make it difficult to contact the vendor. ###!

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Scarlett Moon
, US
Apr 16, 2009 12:15 pm EDT

A daily check of my bank account revealed a $14.95 debit from 'Insider Pass'. Having no idea who or what that was I did an internet search. The charge had come from a third party associated with Newport News called 'Insider Pass', what I assume is touted as a discount club. I had never signed up for anything although I had placed a credit card order with Newport News in October...this is April. I have clicked on many of their links to view their catalogue...does this justify an unauthorized charge by a third party to my credit card? I think NOT!

After a quick search I found others to whom this has happened. I was outraged! As I was on hold with Newport News I kept reading complaint after complaint about these companies.

You must call Newport News and very angrily ask for a supervisor. You do not reach a supervisor, you reach 'Robert' who speaks on behalf of management; who speaks over you and tells you that 'Insider Pass' is a third party; who after much angry cajoling agrees that Newport News is associated with Encore Memeber Services - Insider Pass; and then you are given the number for Encore Member Services - [protected]. You must angrily ask them to remove and refund your charges. They then give you a confirmation number...so...all very official however 7 - 10 business days to refund your account so we'll see. I've also opted out of Newport News email list and will NEVER buy from them again! Who do they think they are?

Telling me that Encore is a third party...associated with Newport News...Encore Member Services had to get the credit card number from somewhere!

Unbelievable!

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UpsetInFlorida
, US
Dec 08, 2008 9:10 am EST
Verified customer This comment was posted by a verified customer. Learn more

A lot of you are saying that you can't get through to anyone when you call the 877 numbers to cancel (877.564.8538/877.844.9554). I did a little research it turns out that they're owned/operated by a company called Encore Marketing International.

So... let's CALL THEM and tell them how big of ### they are for perpetuating these frauds/scams... below is a list of employees and the main number to Encore; if you call a receptionist will put you through to them... CALL THEM NOW IF YOU'RE FURIOUS ABOUT THEM STEALING FROM YOU:

http://www.boriskan.com

4501 Forbes Blvd
Lanham, MD 20706
Phone: [protected]***
Business Development: contactus@encoremarketing.com

Stanley Plotnick — Chief Executive Officer
Steve Klein — President
Kimberli Files — Chief Operating Officer
David Gallimore — Executive Vice President, Sales & Marketing
Michael Dubrow — Executive Vice President, Partnership Development
Sondra Diggs — Chief Financial OfficerSondra Diggs — Chief Financial Officer

---------

This is the contact information of the CEO of Encore Marketing who's behind American Leisure and EZ Saver Scams... contact him to let him know how you feel about him cheating you and stealing your money:

Chief Executive Officer
Stanley Plotnik

+1.301.459.8020
splotnick@encoremarketing.com

Encore Marketing 4501 Forbes Blvd
Lanham, MD 20706
USA

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jj
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Sep 21, 2008 1:37 pm EDT

Well, I don't know if I signed up for newport news insider pass or not. But I am being charged and cancelled using the number on my statement today. However, I did order a pair of sandals and received them with a broken buckle. So I was told I could send them back free of charges and that they could place my order again right then if I still wanted them. I agreed, received the and they to were low quality, I could see the glue where they were glued together at the sole. So I then returned these. It took 7 weeks for them to credit my account on their end and my credit card through Newport News just sent me a statement that says that I owe $102.28. Can newport news and they say everything including shipping was credited. So someone is not tell the truth. Both pairs of sandals combined were only $50. I have been paying the minimum as instructed by the bank that holds their accounts, have no items in my possesion and they still say I owe that much but no one seems to know for what. I have never ordered for anyone like that and will never do it again. If someone knows what these charges might be for please let me know.

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Rose
,
Aug 17, 2008 6:02 pm EDT

SAMETHING HAPPENED TO ME. I WILL NEVER SHOP NEWPORT NEWS EVER AGAIN, BESIDES THE CLOTHES FIT SO BADLY THAT I HAD TO GIVE IT AWAY. IT WAS HORRIBLE.

NEWPORT NEWS SUCKS!

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sickofstupid
,
May 24, 2008 3:45 pm EDT

if you are inrolled in insider pass it is only because you agreed to it or signed up on line( again agreeing) you are offered free shipping and 10% off your next order for a 30 day trial of insider pass for $1.95 and ARE told that after the 30 days if you decide to continue that $14.95 a month will be charged to the credit card you used today. you are also told that if you decide you wish to cancel that there is a phone number located in the package that you will recieve in approx 2 weeks. and guess what? it really is there. and unless you say yes send me that you don't get enrolled no matter what anyone says. you may have forgotten saying so, not surprising with how smart some ppl seem to be. so there is no point in whining and complaining about having a charge on your credit card for something you HAD to sign up for to get AND if you had half a clue you COULD be saving WAY more then the monthly fee in gas or groceries alone. not to mention any of the other ways you can save money with it. movies, eating out tons of things, ### you get 20% cash back for going to burger king for heavens sake. so use your brains what little you may have and stop bashing an awesome company for something you never took the time to read. and you do not have to pay to shop, how dumb is that? you are not paying for catalogs or the privillage to shop, catalogs are free and you can shop with or without the membership to insider pass, the only membership you should be concerned about having is one to the discount club then you get 10% off every order you place for 12 months, double discount catalogs that give you 20% saving and you get your clearance catalogs b4 anyone else. you pay a fee for it ($25) but guess what if you don't get it all, and i mean every cent, back in savings over the year, the remainder is reimburssed it is an awesome way to asure you never pay full price. and it is also NOT A SCAM!

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Eliza
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Apr 10, 2008 7:38 am EDT

Hi,
I have just noticed a charge of $14.95 from MA [protected] on my credit card.
I have realized that they have been charging me for the last 7 months! I called them and they said they would refund the last 4 charges. We will see. I told her that I wanted the entire amount back but she should go ahead and do what she can to fix the situation and I would get a lawyer to handle the rest. I asked for proof of my acceptance into this "my insider pass" membership as I am sure I would never consent to anything that required me to read a lengthy contract. She said that I consented by entering my email in a box and poking past the contract agreement statement. First of all I do not order online with my cc. I do recall the day I called Newport News and was asked if I give permission for them to submit my order my order (by website?). This question makes sense now. Someone at the Newport news just went online and submitted my order with computer. I think the important legal fact here is linking the contract to their computer address and not mine. Have you had any luck with your problem.

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gulnaz
,
Mar 07, 2008 6:05 pm EST

D Dawson !plz help!wat's the number i should call? it's happend 2 me too!

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asdf
asdf, US
Nov 09, 2007 9:30 am EST

I have the same problem just like previous complaints too. I just read my credit card statement and found there is one item
MC-IN PASS IDxxxxxxxxxxx [protected] with $1.95 charge, It's from the order I made on NewPort News' website, and they sent an email that tells me I can have free shipping for the next order, so I click the link attached on the email and there is , the invisible extra charge.

I called that number and they told me that basically I signed up for a free shipping service, and they are in charge of the billing which will be occurred every month. Now, that's insane! I think that company is responsible to tell the customer that they will charge certain amount of money each month and attached it to that email they sent.

ComplaintsBoard
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12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Spiegel / Newport News billed multiple times for ordered clothing

Newport News
www.newport-news.com

In 2005, I purchased three items from the website of Newport News Catalog. I was going to use the deferred billing(July purchase billed in October) but was emailed that this was not available to ATM card purchases. So the items were billed individually from my bank account plus tax and delivery.

In October, the items were billed again from my bank account, so I called my bank and asked that they not pay the items again and they reversed the charges and investigated it with Newport News.

As I began the process of purchasing my home, I was told that a $92.00 collection account from Newport News Corp. was on my credit files and had lowered my FICO so much that my interest rate was 9.875 on my 400,000 home. I called Newport News and emailed all my proof that the items had already been paid for, but to no avail. After a year of different collection companies contacting about this $92.00 from Newport News, I decided to just pay the $92.00 and had my bank send a check to the Corp offices of Newport News. After a month of calling and trying to get them to clear the Credit agencies files the $92.00 was refunded to my checking account. I called IC Systems who was also listed on my credit files with Newport News for the $92.00 said that the amount was sent back because they wouldn't accept my payment from a third party (Newport News Corp). The same day the credit was in my account, I had an EFT sent to IC Systems for the $92.00 and followed up until the 6th of September when t cleared my bank.

I called and faxed both Newport News and IC Systems with copies of the payment confirmation. When I asked for a letter of resolution and all three agencies files cleared, I was told if would cost me another $10.00 for a fax, but that they would send a letter of the zero balance.

I believe that these practices of posting collection items multiple times without notifying the consumer by letter or researching the information that the consumer sends proving that the bill is an error on their part is against the fair credit act.

This has literally cost me hundreds of thousands of dollars.

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momnsisn1
, US
Jun 01, 2011 3:03 pm EDT

This is the WORST COMPANY To Order from, If you THINK When You Return an Item to a store, That still 3 1/2 mths later, Still NO REFUND, When you Call them, They tell you they are going to Flag it as a Priority, Right. I Will Never Shop with Newport News or any of It's Sister Sites. Buyer Beware of this Company..

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Couldjustcry
Long Beach, US
Mar 13, 2010 9:16 pm EST

From 2001 to 2004 I had a credit card account with Newport News. They sent me a letter that said they were no longer going to offer credit cards and they wanted payment in full. I had about a $2, 000 balance and had paid on time every month. My husband had suffered from an illness and was out of work. I couldn't afford to pay off the balance. They offered me a settlement for which I was forced to accept and reported a charge off on my credit report. A short time later (and I noticed even now) they started to offer credit cards again. I decided to look into it closer and found that others had gone through the same thing with them. I decided to dispute it on my credit report in 2006. I was denied and now they updated my report to reflect an update of 2006. Now I have to wait until 2012 to have it off my report, unless Newport News plays dirty again and lists an update of this year. >:[

Do not trust Newport News!

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beckylynn
, US
Sep 01, 2009 12:58 pm EDT

They are horrible! I sent a return to them using their return label on June 3rd (personally handing it to the UPS driver however I didn't write down the tracking number assuming I wouldn't have to!). After a great number of emails and inquiries, they finally told me the return was received on July 15th (not sure how this is possible). It is now September 1st and I still don't have a refund. I am in a dispute through the BBB and they responded to my dispute saying they issued me a gift card because the return wasn't received within 30 days (my guess is it was received but just not processed!). I am so frustrated and still have nothing to show for my return and I really don't even want to use a gift card with them because I never want to place another order with them again, and not just Newport News but with any business under their parent company.

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mad@newportnews
Denver, US
Aug 06, 2009 12:45 pm EDT

All i want is my money back, is it that hard! I returned about $200 worth of merchandise on June 3rd and they recived it June 9th. It is now Agusut 6th and nothing! I have called them at least 2 times a week for the past two months. They say they haven't recived my merchandise and they have no record of the return. I called another time and they said I was being issued via gift cards since it was past 30 days, another person told me they recived the merchandise and it would be refunded to me on July 17, the kicker is when I called today and they said I owe them money! WTF, when did I owe someone money for paying and returning merchandise? BS I tell you Ludacris. I have filed a complaint with the BBB and called my bank to have the amount credited to my account, which they gladly did and should post in two days. I can't believe this, it's been a night mare. I have been needing the money back in my account to cover a few bills and it's messed up everything. I will never buy from them again and plan on telling everyone I know to not as well. I am taking this as far as I can, I might even start a boycott / petition online and send it to the company. Yes I will do that tonight research how to post a blog or something of the sort boycotting Newport News, i will then send the link to them in a nice letter.This company is going down and I'm not stoping.

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NEVERSHOPNEWPORT NEWS
Jackson, US
Jul 16, 2009 12:04 pm EDT

I should read these comments before I made a purchase 2 days ago!

NEWPORT-NEWS ONLINE SHOPPING IS THE MOST UNETHICAL SHOPPING WEBSITE I'VE EVER MET. PLUS, THEIR CUSTOMER SERVICE IS THE WORST ON THIS PLANET.

RECOMMENDATION: DO NOT SHOP AT NEWPORT NEWS ONLINE.

I like their fashion line. However, when I was charged more $$$ than what is showing on my invoice, NO! I bought some sales items on their official website 2 days ago. On my invoice, it shows the total amount as $13.12 dollars. When I checked my credit statement, Newport News billed me $26.52 for the same murchandise.

1. They charged me $14.99 on a single item that's priced as $4.99 on their website.
2. They charged me $$$ on something they do NOT have in stock.
3. They charged me $8+ shipping fee while I used their promotion code for FREE shipping.

I called their customer service to get the problewm resolved. The guy sounds like CUSTOMERS ARE NEVER RIGHT. He gave me an attitute, strong, unprofessional, impolite! When I asked him why NEWPORT News charged me $13.40 more than my invoice amount, he said the total amount on the invoice is JUST an estimate. I shop online all the time, this is something really funny. ESTIMATE? You guys cannot provide with an accurate $$$ amount when customer places an order on your website? What is your business ethic?

I will share my bad experience with my friends and family, also with my subscribers on XXX chanel. Do NOT place orders with NEWPORT News online. DANGEROUS...

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hanh
Aurora, US
Jun 04, 2009 5:44 pm EDT

Newport News has been charging me a monthly membership fee since August 2008 for something that I never signed up for. I called and demanded proof that I enrolled and they told me that since they have my email address, that is proof that I enrolled, they do not have any documentation or paperwork to prove that I signed up for them to take money out of my bank account each month. When you purchase anything online, you submit your email address, just because they have that information does not mean anything. They tried to credit me 2 of the 10 months to get me off their backs, but I demanded to speak to someone else. At the end, they said that they will credit me back the full 10 months, but we will see if that happens. Newport News is tricky and decieveful in it's business practices and everyone should be warned! DO NOT BUY FROM NEWPORT NEWS!

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Joanne
,
Dec 02, 2008 6:13 pm EST

Here's my update too: After filing a complaint with the "Attorney General's office" I did get a cold response from Newport News. It was vague and came across as they were completely justified. Also at the bottom of the letter, they clearly stated "not to respond to them". I am still out $58.00 for two returns and have learned my lesson. There are many complaints against this company.

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Sandra Calhoune
,
Nov 29, 2008 10:40 am EST

Just to update my situation...I am still having massive problems with Newport News. I would advise EVERY consumer to shop elsewhere. They are clearing incompetent and shady. They are now trying to charge me for items I returned and they are very ruthless. They never admit their mistakes and even went so far as to charge another person's mastercard to force me to pay a bill for items I returned. Image my shock when they recited a charge account number which does not belong to me. Image the person's shock to be charged by newport news for items they didn't order. I really think this company shoudl be investigated by the Better Business Bureau.

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T Spiller
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Oct 09, 2008 2:31 pm EDT

I just called Newport News to request a date for my refund. They say it can take up to 60 days to get it on their recorded message though the website says only 15 days. They've had my items for over a month now. They received the item 2 days after I shipped it and it was just scanned into their warehouse 2 weeks later. Then on top of the 4 weeks I've been waiting, I was told it will take another week or two to process the refund.

I asked to speak to a supervisor to find out why it took so long and was told that I was not allowed to by my customer service rep Bernice ID#71828. When I asked if that was company policy she never answered my question. She only said that the supervisors were busy on the floor supervising her to talk to me, the customer. When I asked the name of her supervisor so I could write a letter, she said it was not their policy to give the supervisors name. I asked her if that was Newport News policy and she said it was.

This place is a rip off and a scam and they are not intent on helping the customer at all.

I'm going to call again to try to get a supervisor. If I can't get one, I'm going to report it as fraud on my credit card since they say I'll get my money in 15 days and I have not received it yet.

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frustrated customer
,
Oct 09, 2008 10:34 am EDT

Horrible customer service and return process
I had extremely bad experience, returned dresses more than month ago (with confirmation that they received it) didn't get refund (till now) refund not correct, instead of sum that they should refunded (dresses+tax- return label per THEIR web policy ) I got app 10+ dollars less. Whole return process is time consuming, they HOLD your item AND your money one month after they RECEIVE your items back, and then when they refund they don’t even state a sum! I needed to ask for it, and noticed that they refunded LESS than per their on-line legally binding policy. Still struggling to get my refund (took me at least 10 mails and over a month to get refund, even now not correct). Do avoid Newport-News, just problems with refund and return. I requested to be removed from their catalogue and e-mail lists. Never again I will give them my business

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12:00 am EDT

Spiegel / Newport News deceptive marketing practices

My wife made an online purchase of clothing from Newport News about 2 years ago. On checkout, she was asked if she wanted “free shipping” with the order, and if so, to enter her email address. She did so. She was apparently enrolled in a "30 day free trial" to catalogs, discounts and coupons. At the end of the 30 day "free trial period" she was automatically enrolled in a $12.95/month "membership". That was 2 years ago. I finally noticed the recurring charge on my credit card statement today, via something called “Encore Marketing.” I canceled today by telephone with Encore Marketing (on behalf of Newport News). That "free shipping" and "free trial" ended up costing us over $310. This is deceptive marketing.

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eseiman
, US
Jan 31, 2011 5:23 pm EST

My Amex just flagged this "Encore Marketing" purchase. Apparently I too have been being charged 14.95 per month for about the last year. They wouldn't tell me where the charge originated I was told by the operator that it was "some household items or flowers". Really? My best guess is that it came from Red Envelope or Pro Flowers. Very upsetting that two seemingly legit companies would get ties up in this nonsense. I was refunded the last six months by the company but am still considering disputing all the charges with AMEX. Beware mystery charges!

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Speigel Sucks
Waterford, US
Jan 22, 2010 10:19 pm EST

I whole heartedly agree with the above complaints.

I really want to share this story with as many people as will take the time to read this!

I have had just a couple of dealings with Speigel and thier "sister" company Newport News.

Last summer I had ordered a vest from Newport News...when the vest did not arrive in a timely manner, I called looking for it. I was told that it had been shipped to my previous address, even though when ordering online, I specifically put my current address in as the shipping address. When I asked what Newport News was going to do to get this product to me, I was basically told that it was up to me to get it from my previous address or it would be returned back to them with no attempt at that point to get it to my current address. I told them that when they recieved it back that they could just keep it.

Then, this past holiday season, I had a wedding to go to on New Years Eve, living in Wisconsin, I did not want to wear a dress while the temperatures were dipping to -15, I wanted to wear slacks, so I thought palazzo pant were dressy enough for such an occasion. I searched all over the internet and Speigel had the nicest ones. In my search, (I did figure out that Newport News and Speigel were sister companies, but because this was the only place that I could find palazzo pants that didn't look like something you would schlep around the house in, I decided to take a chance. After all, in the past Speigel has had a pretty good reputation)...OMG was I wrong! I ordered 3 pairs of pants (had to make sure I got the right pair and the right fit) and a sweater. When my order arrived, I tried all the pants on and immediately returned the two pair that didn't fit. I tracked the order...the order went out and was recieved by Speigel 7 days later...It has now been 10 days since they have recieved the returned items and they still do not show up as returned so I called customer service. I too received automated recording...this one telling me to allow up to 6 weeks for my refund to process...WHAT, 6 WEEKS?!...WHAT POSSIBLY CAN BE THAT TIME CONSUMING?...So, today I sat on hold to wait to talk to a "customer consultant" (anyway!)... who confirmed that the merchandise had been recieved, but that it could take as long as 6 weeks for it to show up on my card statement. Doing my very best impersonation of a pleasant person at this point, I politely ask this poor guy who has had to resort to this job to pay his rent, what could possibly take up to 6 weeks...he very honestly responded that he did not have a legitmate answer for that...hmmmmmm. What frickin' recourse do you have for that?...I guess I have to suck it up!...Now I know you're wondering at this point what does this have to do with Priviledge Pass...Well here ya go...After ending my phone call with this poor guy, I now switch over to review my bank card statement and there sits a pending transaction for ...you guessed it...PRIVILEDGE PASS !...for $14.95! The unmitigated BALLS of this company to tell me that it could take up to 6 weeks for my refund to process and not EVEN a month since this order was placed and my hurried inadversion to sign up for this POS...they are taking more $$$$$ from me!

PLEASE, PLEASE, PLEASE FELLOW CONSUMERS...Think twice before ordering so much as a pair of socks from either of these companies. I am normally just a titch more savvy when it comes to signing up for these supposed "Special Offers", but in these times of trying to save where you can, I didn't STOP to think about how much an initial $1.95 could hurt. It can...and clearly will

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HelvaJean
, US
Jan 13, 2010 11:41 pm EST

My husband ordered from Haband and tonight while checking our AMEX statement, I noticed a $1.95 charge from Encore Mktg. that noted Haband Perks. I don't know what the "Perks" are supposed to be, since he was charged by Haband for shipping. I'm quite sure he'll never order from Haband again, but now I have to get whatever Encore program he's in cancelled.

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enoughalready111
San Jose, US
Nov 18, 2009 1:00 am EST

This has happened to me with Spiegel purchase in March this year. Got the initial $1.95 and $14.95 charges.

Contacted Maryland BBB and filed claim. Contacted my credit card company and filed claim and asked them to reverse charges and change my credit card number to stop any more charges.

All charges were reversed after Maryland BBB contacted the Encore. You need to file a report with them.

What does it take to shut down these unscrupulous companies from scamming consumers. Shame on Speiegel - I will never buy from them again. They keep sending junk in mail - all recycled immediately.

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ScammedbynormT
, US
Nov 17, 2009 11:13 am EST
Verified customer This comment was posted by a verified customer. Learn more

I spent about an hour and a dozen phone calls getting through to Newport. Ultimately, after waiting while a supervisor approved it, I was able to get all of my six months of charges reversed. I still was stuck for the $1.95 and neither my wife nor I remember buying anything from Norm Thompson under a free shipping program. So I may still have been scammed for $2. This is just wrong and these losers need to be put out of business. I have had my AMEX number stolen twice now and I am sure companies like this are the ones selling my information and giving me fits with AMEX.

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katyop
Bloomington, US
Nov 17, 2009 10:13 am EST

OMG! I ordered from Newport News and saw the pop up for free shipping and put in my email. It kept nagging at me and I got an email with fine print telling me I had a free 30-day trial to encore marketing membership! I emailed 2-3 times with a bounce back telling me I would hear from them within 24 hours. I did not. I called again today and got put on HOLD FOREVER! I listened to the same song "Somewhere out there" multiple, multiple times (and it would cut off like someone was going to answer but then start again. It would cut out at the exact same point (to avoid copywrite laws, maybe) Anyway, when I finally got a live person and tried to cancel it, she was relentless about keeping my membership and now she was authorized to give me membership for a full year for $14.95 vs other people paying $14.95/per month. I kept saying "No, thank you." Finally, I told her I had to get back to work but I needed her to cancel it. She tried once more and finally told me she cancelled it. I sure hope so!

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Penhguin
, CN
Oct 14, 2009 3:00 am EDT

I just noticed a similar charges on my Amex statement since May 2009. The May amount was rather small, only $1.95 so I ignored it, thinking it had something to do with my authorized online purchases. Then I noticed the monthly charges of $14.95 from June to September 2009 and grew wary. I tried calling the telephone number on my Amex statement but kept getting busy tone. So I ended up calling Amex and dispute the charges. Still awaiting Amex resolution!

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EndTheFed
wewqeqw, US
Oct 12, 2009 11:49 am EDT

NEWPORT NEWS + ENCORE MARKETING = SCAM

NewPort News representatives offer "free shipping" on purchase orders, which if accepted, enrolls the purchaser in a discount program managed by Encore Marketing. The initial fee is $1.95. The monthly fee, $14.95.

Call Encore and demand a refund. I called on behalf of my wife and was promised a full refund of 4 mos. membership fees. The fact that, despite all of these complaints, the numerous governmental consumer protection divisions of MD (Encore Marketing) and NY (Newport News ) have done nothing to stop this obvious and lengthy scam, is proof that our tax dollars are wasted on supporting government agencies. Any refund you receive will be as a result of you and your credit/debit card's efforts to right this injustice.

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willie1
, US
Aug 21, 2009 7:09 pm EDT

I had the same experience when I ordered from Haband.
I contacted Encore marketing today and told them to cancel my membership. I just received an email from them saying that it was canceled today. They sure responded better than Haband did. Haband's customer service is unresponsive.

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ScammedbynormT
, US
Jul 08, 2009 1:01 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I just realized that I have been scammed since December of '08. I believe it was an order I placed with Norm Thompson and I must have accepted a free shipping offer. AMEX will only refund three months of the scam, telling me to go back to Encore for the rest. I will try tomorrow but I have little hope of seeing my $50 again. I told AMEX to block all Encore charges from now on. What a scam. I will file a BBB and Maryland AG complaint.

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