Pat F.
Delivered cancelled order/ charged to unapproved credit card.
I ordered a marine autopilot part from NVN, this was my first experience with them. I gave them my Amazon Chase credit card number. Within minutes of placing the order I was contacted by Chase notifying me that the charge had been denied asking if I had placed the order. I said I had but became concerned and decided to cancel it, which I did immediately. Although I received confirmation of the cancellation from NVN I received the following confirmations from they shipped the order. When I followed up with them I was told that it was too late to stop the shipment from going out but they would send me a shipping label to return it, which they did. In the meantime I noticed that I had been charged for the item, not on my Amazon card that I had given them, but on my Citi Card which I did not give them. How did that happen? (Citi Card is investigating it as fraud.) I returned the item to NVN on February 7, using their shipping label. It was received on February 9th (I have the UPS delivery confirmation), which I have forwarded to NVN. I have tried following up with NVN but they have stopped responding. I see there are positive reviews on this company; however, my experience was definitely negative. Hopefully they will work with me and my credit card company to resolve the issue.
Response from NVN MarineFeb 25, 2022
Diane hi, We cannot know your credit card informations, it's not possible technically. It's your personal information and also we are using Shopify (world biggest ecommerce structure) and these credit card informations are not visible to us (100% secure). You tried to pay with Amazon Pay, but it declined and then you used your other credit card. And you already know that we are not a fraud company, because the product is delivered to you, you drop it back to UPS. Let's make the case crystal clear for everyone, you placed the order, and send cancellation email (later) but at that time our warehouse is already shipped this product to you, we provide paid return shipping label to you. And then you contacted the bank before getting a refund and the bank processed chargeback about your order. When we are in the chargeback complaint process our interlocutor is not a customer anymore, we are discussing the issue, providing proofs directly to the bank. Now the case is between NVN Marine and the bank. But honestly saying from the beginning we were trying to provide you best service, shipped your order fast as possible even above the expectations, provide you a paid return label when you would like to return. All returns needs some time for inspection, it's so normal, because we need to know can we sell this product someone else or not. You made a paranoia, at least 10 person involved with this order, UPS carried 2 times, we send a lot of emails, now the bank involved, why? We are loving our job, products, clients, and actually we are sea lovers. Threatening us with bad reviews is not changing our love.