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Business Profile

Naval Stores

Navy Exchange Stores

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Naval Stores.

Complaints

This profile includes complaints for Navy Exchange Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

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Navy Exchange Stores has 6 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:07/14/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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

      Date:10/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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.

    Navy Exchange Stores is NOT a BBB Accredited Business.

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