Friday, April 3, 2009

Our Journey Begins in Nautica

Dear Customer Service Team,

I just got off the phone with FedEx, and the representative told me that FedEx never received my order, even though it was placed over two weeks ago. The cheery email below assures me that my "item(s) have shipped!" But have they? They have not. When I called a representative from Nautica, she told me that the order could not be filled, this despite my credit card having already been charged over $160. I was never notified by Nautica that the order could not be filled. Charging a consumer for a product and not delivering that product is at best irresponsible and at worst fraud. Why did I never hear from Nautica that my order could not be filled? And why, when I contacted Nautica, was the company unable to do anything for me other than suggest I place the order again? Would you, were you in my shoes, place the order again? I hope that this email finds its way to somebody who has some authority over other people, as the woman I spoke to assured me there was nobody else I could speak to, and I cannot imagine that she is correct. Then again, I am accustomed to receiving the products I pay for, or at least being notified that they are no longer available. Perhaps this is not the Nautica Way.


Thank you for shopping at We appreciate your business.

Please accept our sincere apologies for the difficulties you have experienced with your order. As a good will gesture, we would like to offer you free standard ground shipping on a future order. We have submitted a requst to have a the free shipping code emailed to you. Your request ID number is *******. Please allow 2-3 business days for it to arrive.

To redeem your free shipping code, please visit our online store, select the items that you wish to purchase, and proceed to checkout. Enter your case-sensitive code on the checkout page in the field called "Gift Certificates & Promotion/Discount Codes" and click on the "APPLY" button. Your free standard ground shipping will then be reflected in the total at the same checkout screen.

Should you require assistance, please call our Customer Service Team, at 1-866-376-4184. For your convenience, we are available 24 hours a day.

Again we would like to apologize for any inconvenience you have experienced. We greatly value all of our customers, and look forward to our next opportunity to serve you.

Customer Service

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