I sent my returns back to Newport News on May 28... It took them until June 11 to receve and process (even though they were overnighted by UPS. I called today, June 30, to find out why they had not credited me back yet.
Darline in customer service was the first to help me. After she got a little flustered, she transferred me to Susan. I told Susan the time line above and asked why their website said to allow about 15 days for the refund. She explained to me that "about" was the key word here and that those are actually business days. Also, that is 15 days from when they actually process the refund, which mine went throguh on June 11. When asked why the website did not specify, she was confused.
I then was optimistic towards her and did the math that if they received my order and processed it on June 11, then I should be receiving my refund on July 3,15 business days and also over a month after initially sending my order back. She said that it would actually take them 7-10 more business days for the refund to come to me. I asked to speak to a director.
The next lady refused to give me her name. She said just about the same thing and also said that it could actually take 2 billing cycles to show up on my account. When asked what she considered a "billing statement" to be, she said from something like the 18th of one month to the 18th the next times 2 for their 2 cycles.
I then told her that my bank has statements available online and that they actually post transactions to my account every day so that this billing cycle thing would not pretain to me. She responded by telin me that she was not familliar with my bank's policies but that it would take upo to 2 months more.
I then asked if she was familiar with usacomplaints.com and she said that she wasn't. I told her that there were hundreds of complaints about Newport News and their return policy listed and that she might want to go check it out. She said that she would adviSe her manager.
Not surprised that she had a manager too, when I asked to speak with him she said that he was not in and that she would pass along my information.
I bet she will.
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