I paid for an online order from Newport News and the related bill for their credit card back in January 2009 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.

This is terrible rip off company!!
THis is what I sent to BBB:
I placed the order with Newport News 10/21/2008. I received the order one week later 10/31/2008. 11/14/2008 the order was returned to Newport news with UPS delivery confirmation: 1Z023Y249026565220. The delivery date is 11/21/2008. I have been waiting for refund to my credit card since then. I have contacted Newport news 12/16/2008 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 .

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.

charged me 14.95 for nothing! Insider pass whatever that is.. I have only ordered clothes from them and did not know I was getting scammed into something I don't want.

I have been dealing with a return with Newport-News for over 8 months and they still do not have it straight. It is almost comical, if they weren't destroying my credit rating in the process. Below is a copy of a letter that was mailed to the President of the company thanks to a posting on this site revealing that information:

September 19, 2008

Geralynn Madonna, President and COO

Newport News

711 3rd Avenue, 4th FL

New York, NY 10017

Regarding: Customer Service on Account 5856-3733-xxxx-xxxx

I would like to take a minute of your time and explain the pure frustration I have had dealing with Newport-News on one transaction.

� A dress was purchased for $19.99 in April/May timeframe

� And returned with the proper return paperwork and in compliance with your return procedures. The $6.94 return shipping charge was paid, which was confirmed by phone with the Customer Service department as the amount required to pay the Balance due in Full on the Account.

Returns & Exchanges

If you are not completely satisfied with your purchase, simply return the item(s) in their original condition for a prompt exchange or refund. Merchandise returned after 60 days will receive a gift card to apply to future purchases.

� In July 2008 a bill was received for $9.95. I concluded that the return crossed in the mail and the account would settle itself and the next month the account balance would be zero, as I was told it would be.

� August a bill was received for $10.95, it was NOT closed or settled and finance charges were being assessed.

o I called Customer Service and spoke to Steve � he hung up on me without the explanation I was seeking for what the Balance Due included.

o I called Customer Service back immediately and spoke with Rose � who told me that there was no charge on of $10.95 on my account and that no further help could be provided to me at that time they closed at 6:00 pm EST and I would have to call back. (I am in FL�the time was 4:43 pm EST at that time).

o I called Customer Service back immediately and requested to speak directly with the Accounts Specialist department.

I finally got Nick on the phone.

o Nick was very helpful and explaining the charges, but agreed they should be zero�d out as that was what I was told. On 7/28/08, Nick said the account was closed and had a zero Balance.

� September � I received ANOTHER bill for $3.01. Which out of complete amazement of the situation�.I PAID IT immediately (well before it was due) to end this ordeal.

o Payment was never applied to the account�.

� October -- I received ANOTHER bill for $4.01 (the $3.01 plus a finance charge)

o I called Customer Service again today and spoke with Trudy, who apparently prides herself in being rude she would not transfer to a supervisor or manager for assistance and provided no assistance herself. She suggested that I pay the bill AGAIN!! The bill that should have never been sent to begin with and was already paid the previous month.

This has gone beyond ridiculous. I have contacted the Attorney General and filed a complaint. I have also contacted the Better Business Bureau and filed a complaint. I have also contact all three Credit Bureau�s and filed a complaint.

Now I know the story above is lengthy and unbelievable, but please help me understand how your Guarantee is honored in the above story.

Our Guarantee

At Newport News, its simple to order and simple to send it back. If you are not completely satisfied, we will exchange or refund your purchase... guaranteed!

Suffice it to say, I am NOT completely satisfied and all I ask is zero out the account and cease all future billings.