Lulu M.

I recently ordered merchandise from Napa Style and was appreciative when they agreed to let me return it for store credit a few weeks later simply because I didn't really like it. (It was unused and could be resold.) I received confirmation from the shipper that the item was delivered to Napa but it was several weeks and several phone calls from me before Napa confirmed its receipt. I was told I would receive an email confirming my credit. I received this email three weeks later saying I would receive credit then I heard nothing more. Again I made two phone calls before I reached someone who checked my account and saw that the gift card that was supposed to have been sent with the credit balance on it was never, in fact, mailed. She ensured it was mailed out and I received it about ten days later. Today I tried to use the card to order a couple of items. I realized that one cannot use a gift card through the website and must call customer service directly. I placed these calls, got a recording of MChirello's voice, and then sat on hold with no further contact. It wasn't until I hung up a second time and searched the website to find that customer service doesn't open until 8am PST. The recording should have told me this. I called shortly after 8am--this is now my third call--to speak with a customer service rep who told me I had to call back again after 11am because "the machine that reads the gift cards doesn't get turned on till then." What? Well, I decided I wanted to use up this credit and so I called again. I spoke to a woman who was certainly pleasant enough but very, very slow with each step of the transaction, putting me on hold first while she looked up my account, then again when she looked up whether a promotional code could be applied to my items, and then a third time to confirm the validity of my gift card. When she finally got back on the line she told me that one of the three items in my order was not part of the free shipping promotion so I would have to pay the full shipping fee for all the items. Needless to say, I simply deleted this item from my order--more out of principle than anything else. She says I will receive an email confirming my order. I hope so. I hope I receive the items. I hope I can find other items in the coming months to use up the rest of my credit and then I will not order from this company again. Too much trouble. Too many other choices elsewhere.