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Women's clothing / Refuses to process items returned 2 months ago

1 United States

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!!

Dr

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