ComplaintsforNavy Exchange Stores

• Initial Complaint

  07/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 8, 2024, I purchased a Samsung TV online for ******* (order #************) through the Navy Exchange (NEX). NEX offers a Low Price Promise and guarantees if within 14 days, if any item purchased from the NEX, is subsequently sold or advertised at a lower price by the NEX, or any local competitor or qualifying e-commerce sites on any identical item for the customer who makes a request, they will match the price. On July 13, 2024, I noticed that the TV I purchase is now being advertised by NEX at $******* I followed the instructions for requesting a price match, and when I spoke to the NEX representative, she stated that because the item is now for sale in the store only and not available online, NEX will not honor their own price match guarantee. I read the entire terms and conditions regarding the low price promise and I did not find any information stating that the item must be available online. Trying to install or present some type of loophole to their low price guarantee is highly unethical. I am requesting that NEX honor their own low price guarantee and refund the difference of ******. NEX also has Satisfaction Guaranteed Policy in which they state they will make an equitable price adjustment when merchandise doesn’t live up to your expectations. Well, this entire situation does not live up to my expectations because NEX should simply honor their low price guarantee and not seek a loophole to wiggle out. I'm highly disappointed in NEX.

  Customer response

  07/15/2024

  As clarification, I actually followed the instructions on mynavyexchange website to obtain the price promise guarantee. However, the representative refused to process my claim. Note that I have attached my receipt for the TV purchase. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a television on Sep 16, 2022. The company they hired to ship it ******* couldn't deliver the package due to (not enough manpower). I never received the television. I contacted the manager to get my refund back. I'm getting the run around. I've called numerous times. They don't want to give me my money back for an item that i ordered and never received. It's fraud. Please help me get my money back and address these crooks. Thank you.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/05) */ A refund was processed on 9/20/2022. The refund was issued in a gift card that was mailed to our customer. We, the **** are in the process of correcting the refund to have it applied to his credit card. This refund correction is anticipated to be complete within 30 days. Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said a refund was processed on 9/20 and yet the gift card they sent out was $0 balance. If I didn't call again this past day to check, i would have forgot about this and now they are saying that they need to correct it again because they NEVER refunded me the money. Something is not right with this company. It needs to be investigated. The fact that customer service agents couldn't refund the money automatically for cancelled orders and requires a manager to do so is something strange. how many veterans fell victim to this business practice? How many veterans and their families forgot about the refund that took forever to process for cancelled orders. Please investigate.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a face care product from the *** website. The bottle was broken when it arrived; likely due to poor packaging since they put a glass bottle in a box with no packing materials. On 11/5/21, I contacted the company via email, advising them of the broken product & asking for a replacement. I didn't receive a response. I sent another email on 11/11. Later that day, 11/11, I received a response, which requested photos of the bottle. I sent those photos just 7 minutes after they sent their email. Again, no response from them! On 11/15, I emailed them again & they responded on the same day. They advised me that my refund would be processed and it would take "3-5 business days to reflect in my account". I did not receive my refund. I contacted them again on 11/19, advising them that it's been more than 5 bus. days. On 11/22 I received a response telling me that it was refunded & it would take "5-7 business days to reflect on my statement." I did not reply. On 11/24, I received an email telling me that the refund was processed on 11/15 & it would be "3-5 business days for the credit to appear in my account." How are they telling me to wait 5 bus. days from 11/15, when the day they sent it was 7 bus. days passed that date? And why are they telling me different things? On 11/24 I advised them that it had been 7 bus. days & I still haven't received a refund. On 11/30 I had to send ANOTHER email because, big surprise, I still hadn't received a refund or a response. On 12/3 I received an email that said my funds were returned to "the gift card, not your credit card. It was then rejected since the amount exceeded what was on the gift card. The proper refund was processed on the 24th and you should be able to see this on your bank statement shortly." This is honestly the most asinine thing I've ever heard. I didn't pay with a gift card! Why would my funds be put back onto a random gift card? It is now 12/9 & I still have not received my refund.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/15) */ Contact Name and Title: **** ******** ***** Contact Phone: XXXXXXXXXXX Contact Email: *************@nexweb.org Upon further review, it appeared a system issue occurred due to the system attempted to refund the full amount on a ** gift card that was used. It was escalated and the refund should reflect back to the credit card. We attempted to contact the customer via phone on 12/13/21 and 12/15/21 but was not able to get a hold of the customer. An email was sent to the customer to advise and provided our phone number for additional assistance. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any phone calls. I did, however, receive an email on 12/15/21, in which I replied. In my reply, I requested that all correspondence be handled via email for two reasons. First, my cell reception is not the best at my home and second, I would like a paper trail. Seeing that this company has been lying to me & ignoring my concerns for over a month, I am not comfortable having verbal communications with them; as that cannot be documented. Additionally, I find it very off putting that this person is claiming that I have not responded. I will attach a screen shot of my response as proof of my response. It's also quite disgusting that this company will not reply to their customer emails at all, but now that *** is involved, the sender is coming at me for a 24 hour response time. They emailed me at 13:22 on Wednesday. My response was sent at 13:15 on Thursday. My apologies for not responding quicker, but perhaps your company should practice what they preach. Oh and not lie. More importantly, I still have not received my refund. Business Response /* (4000, 9, 2021/12/22) */ We did receive the customer's request to communicate via email which we complied. In addition, we offered to do a conference call with the banking institution to see if there is anything additional we can do to expedite the fund return process back to her account. We also reached back out to our **** team through ****** to try to determine the delay. Our team reprocessed the refund again this morning, 12/22/21. We sent an email to the customer to apologize again and advised to please let us know if it has shown back to her account.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is in regards to order # NEXXXXXXXXXX. I've tried contacting them several times; however, I don't get a response. On 14 July, I ordered 3 Philosophy **** in a Jar face cream products. I was finishing up my current one and when I opened one of the new ones, the cream was liquified. I opened the other two and all are liquified. I've used these products for many years and the product is supposed to be a white cream. I called the manufacturer and they stopped manufacturing this particular formula. They asked me for the lot number, and come to find out, they expired in 2018. That was 3 years ago. This product should have been pulled from inventory. I'm asking for a full refund.

  Business response

  12/01/2021

  Business Response /* (1000, 10, 2021/10/28) */ Contact Name and Title: **** ******************* Contact Phone: XXX-XXX-XXXX Contact Email: *************@nexweb.org We received the escalation on 10/20/21 at which time we processed a refund/appeasement for the 3 items received that were out of date. We also called the customer to apologize, advise her of the refund and offer her *** off her next **** order. In addition, we reached out to our warehouse team to review our inventory and remove any other product that *** be out of date. Consumer Response /* (2000, 12, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was provided a refund. Previously entered the following: **** ******** from the *** called and is going to refund the money and have expired items pulled. Thank you for taking care of this issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩