My daughter is getting married on April 6, 2012. I have spent hours online searching for a cream lace blazer to wear for the occasion. I just thought you should know that the jacket I want to buy is available at Newport News. But your horrendous customer service has made it impossible for me to do what I want to dobuy the item!
I have tried numerous times to order the jacket, signing up for the e-newsletter numerous times because it came with a promise that if I did so, I would receive a 15% discount at checkout. But no matter how many times I tried to order the jacket and despite the fact I signed up numerous times for the e-newsletter (which I didnt even want to do), the discount did not apply.
So I called customer service on 2/06/12 to ask if they could apply the discount. Although the agent said she could apply it, she could not answer a very simple question for me about shippingwhether USPS or ground would be used to send the item. Since I live in a rural area where we cannot get USPS to ship anything to our physical addresses, this information is critical. If items are sent via USPS, they can go to our PO Box. If they are sent ground, they should be sent to our physical address. Despite the fact I remained on hold for 20 minutes, the agent said I should just call back another time when maybe someone could get me that information. For a company that specializes in catalog orders and shipping, I find it strange that no one could answer this simple question.
After several more days, I finally relented and ordered the item (#N00081774) and indicated it should be shipped to my mother-in-laws address. But the discount STILL DID NOT APPLY! So I called to ask that a credit be given. The customer agent said she could only cancel the order and place another one with the 15% discount applied. So I said that would be okay. Then, I logged into my checking account and noticed that the original purchase price ($59+) remains on hold in my account. I asked the agent how long it would take the credit to appear. She said she didnt know that that no one here
knows that information!
I asked for a supervisor or manager and she told me: There is no supervisor or manager here. I find it hard to believe that no supervisors or managers are on duty at Newport News or Spiegel. Finally, she left me on hold for 10 minutes and returned to say that it takes 15 days for a credit to appear for a purchase! Since I was upset about this, I asked the agent for the corporate headquarter address. She gave me a phony address!!!! 1 Stiegal Avenue, Hampton, Virginia 23630. This is how an international corporation does business????!!!
Currently, I have a $60 hold in my checking account which I cannot use to buy anything else. I do not have a jacket to wear to my daughters wedding. I will definitely be posting about these experiences on Yelp, Google Places, Facebook, Twitter, LinkedIn, etc. This is important to me as I manage social media for clients across many industries. You
should definitely do something to correct the poor customer service. Also, immediately cancel my e-newsletter subscriptions. I do not want to be made aware of anything going on at any of your companies.