This is a series of letters concerning a wrong billing on an order I placed on the internet. It is not for a very large amount, but I had to go through hoops to right this wrong. There were also two phone calls which had to be discussed with a supervisor.

Dear Ms Conrad,

Thank you for contacting Newport News Internet Customer Service.
> For your convenience your Customer Number is 1076496874.

> I do apologize that you did not get the discount on your order but it was for a minimum order of 75.00 or more.
> If you need further assistance, please reply to this email and one of our Internet Customer Service Representatives will be happy to assist you or visit us on the web at http://www.newport-news.com.

> We appreciate your business and look forward to hearing from you again soon.

Sincerely,
Gwen S.

Newport News Account Specialist Department

From: Sandra Conrad (sandyconrad@mac.com)
Sent: Oct 4, 2011 3:15:32 PM
Subject: Re: discount (#6521-255337654-1513)

The reason I was calling is that I placed my order on Sept 21 and was to receive a 30% discount on order over $75 and free leggings. The free leggings show up as free (with $75 purchase) but cami is listed at $39, not $49 and 30% discount does not show. I was to be charged $49 for the cami, which is listed on your website at $49 (which puts me over the $75 limit). If you do not honor this error on your part, I will never shop at Newport News again. Plus I write a shopping blog and will devote an entire post to this. Help. Sandra Conrad

Customer Number: 1076496874
Invoice Number: 004030218
Ship Date: 09/26/2011
Ship Method: Priority
Expected Delivery Time: 3-4 business days(*) Right.. (Ha ha. Hawaii)

Dear Sandra,

Thank you for contacting Newport News Internet Customer Service.
For your convenience your Customer Number is 1076496874.

I have refunded the difference in the amount of 13.60 for a total for your order of 73.49. You were billed less shipping because the price was lowered in the system when it came through. Your web order shows 76.49. I do apologize for the error.

If you need further assistance, please reply to this email and one of our Internet Customer Service Representatives will be happy to assist you or visit us on the web at http://www.newport-news.com.

We appreciate your business and look forward to hearing from you again soon.

Sincerely,
Gwen S.
Newport News Account Specialist Department

Please note that in certain circumstances any action to your order and/or account will still need to go through our audit process for accuracy purposes. You will be notified via email if the audit process changes or alters the recommended solution.

It is a miracle that some of these companies manage to stay in business.
p.s. the 30% discount cancelled out the cost of shipping to Hawaii.

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