I received an e-mail from Newport-News today for 20% additional off advertised and markdown items on their website. I selected two items which totalled $73.00 before the coupon. When I applied the coupon, the items were marked UP to $98.00 and the 20% was taken off that price. So in order to use the coupon, I would pay more money. This is not what was stated in their e-mail or on their website. When I called customer service, they were rude and nasty. I asked to speak to a supervisor and after 30 minutes of holding, finally hung up. I have screen prints saved of the before and after pricing in case there is a question. I have to wonder how many people go ahead and order not realizing that they are actually spending MORE money than if they hadn't used a coupon at all. These are unethical and unfair trade practices and should be stopped.

This is a copy of an e-mail sent to the company (minus personal info):

The fact that you do not recognize anywhere on your site that a customer might have a complaint, is an indication that you neither want to hear of problems nor have any intention of fixing them. But as a former business owner, I believe that a company needs to know when they have screwed up.

My wife placed a $350.00 bathing suit order in April in anticipation of her trip to Cancun next week. Having heard nothing about the order since being told that it would ship on June 5th, she called this morning to check status. She was told that her order had been cancelled.
When she placed the order, the operator talked her into paying for it with a Newport News credit card. Our credit score is near perfect and, although we certainly do not need another credit card, she accepted.
Her credit card application was rejected - no reason given - and she was never notified by phone, mail, or e-mail that the complication had arisen. The order was just cancelled.
Now she is in the position of shopping locally for bathing suits, at a time when most stores have limited selection, in order to have something for her trip next week.

You owe her - at the very least - a written apology for what is your screw up and poor customer service. Just because you are not face-to-face with a customer doesn't mean that good customer service is no longer applicable.

Her name - Susan ...
Address...
Contact info...

And if you can't be bothered fixing this, remove her from your mailing list. We don't deal with incompetent, uncaring companies.

John ...