To preface this complaint, I want to acknowledge that Newport News has provided excellent service to me thus far, excluding the recent case. Simply put, I purchased 2 bedsets online recently on the Newport News website. The clearance price was $29.99, an excellent bargain. The product description was "Satin Jacquard 6-piece Comforter Set". There were only twin sets available, perfect, that was the size I needed.
When the beautiful sets arrived, I counted everything and realized I was one pillowsham short. To make sure I was right, I consulted the website to view the description of the item I ordered. (Here is the description copied/pasted from the official Newport News website):
Satin Jacquard 6-Piece Comforter Set
Rich jacquard satin embellished with an elegant floral print. Set includes an S-quilted comforter (polyfill), a matching ruffled bedskirt (15" drop), 2 cord-edge standard shams with overlap back, a square fringed decorative pillow and a fringed neckroll, both with nonremovable inserts. Comforter: Rayon/polyester/cotton. Bedskirt, sham, and pillows: Rayon/Polyester. Machine wash (spot clean pillows). Import.
Twin 9C B5736 Was $109.00 Now $29.99
There it says clearly—"2 cord-edge standard shams" and 6 piece. Without the 2nd sham, the description is changed to 5-Piece, right? Didn't think it would be an issue, so I called the company. THe first rep I spk with said it's understood with the TWIN sets that only ONE sham is included. That seemed reasonable to me; but then real reason set in.
Got to thinking about the webpage's descrip of the product, not only does it clearly say SIX-piece, but it also makes it clear that the ONLY REMAINING SIZE AVL IS TWIN.
I then cld back, advised them to have their web developer correct the page for anyone else may be interested in the same bedding set, and expect a Six-piece twin set. THe second rep AGREED WITH ME, said she'd have cust serv ("cust care dpt") mail me the 2 shams for my 2 sets. That was good cust serv. 1wk went by, I got suspic, cld the company. Just as I suspected, they notified me they would not send me the extra pillow shams.
I thanked her for her time and asked her to note that I've been satisfied thus far with their company, however, I feel they are not justified in this instance. They should have found a way to mail me the pillow shams, to appease me, their "valued customer". Also informed them that I would file a report on the net, and leave the issue alone.
In conclusion, I will continue to do business with their company. I do feel this is probably an isolated event. However, I did feel it necessary to disclose what happened.
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