VA -- I bought a coat for my daughter last Thanksgiving and a boy tugged on the buttons and ripped it a month later. Heartbroken because of how much my daughter and I loved the coat, I contacted Abercrombie via e-mail to let them know what happened. They asked me to send them three different pictures. One close-up of damage, one of the tag, and one of the entire coat. Abercrombie gave me a refund stating that they apologize that the merchandise got damaged. Jessica from their customer service department helped me. I've been buying Abercrombie since high school, although pricey, the quality of their products have been great.
SAN JOSE, CALIFORNIA -- Complaint: Store 10402, Complaint against: Store Manager. I was having coupon with 15% discount to be offered during 12th till Dec – 19th Dec on $75 USD purchase. I selected full item price fragrance $74 dollar & clearance item. After standing 15 min in billing line, the billing executive told that only full item price would be allowed for discount, hence he asked me to select another item and be in line again for billing.
After 1 hour of search in whole showroom, we were unable to find single item on full price, because today 12/17/2013 the whole showroom was offering 50% discount on every item. I came in to line again, waited for another 15 min to get to billing person & asked him to bill only item selected from clearance and asked him details about the coupon. He mentioned that coupon is not valid on clearance or sale 50% off item. I told him that then what is the fun of giving coupons to customers of specific date when on that date store would be offering 50% discount.
This means none of the coupon will work and make no sense to offer coupons to customers. He said he doesn't know and would not be able to answer anything. Then store manager pitched in and she said it's all company policies and they will not be able to do anything and these offers come from company and not from store. She had the same view of coupon not working because entire store is on 50% off. Then another sale executive came in and told this may work on 50% off. They asked me to select 50% off item now.
This was another waste of time to select another item which is 50% off and be in line again. I asked manager to give this in written to me. I have written version from manager and also coupons still intact. This was complete waste of my time and complete dissatisfaction. I will take this to legal department as I have written statement from the store manager.
I'm surprised at all the negative reviews. I never write reviews but I do read them, especially because I purchase most things online. Let me first say, I purchase A LOT of stuff from Abercrombie and Abercrombie Kids, and Gilly Hicks (when they were still open). I have rarely purchased anything from Hollister, the quality doesn't seem as good as Abercrombie. Anyway, I have probably easily placed over a hundred orders, several hundreds of items over the years for myself and kids. I think the quality is excellent, styles are on trend and it's not ridiculously priced though I usually only purchase when they have some sort of promotional discount going.
There has only been 1 time that I have had to return something because of quality. A sweater I purchased had ripped up the seam after wearing a couple times. I sent an email to customer service and they responded I think next day and said they would ship me out a new one, no charge. I was actually kind of shocked that it was so easy.
Otherwise, quality on all the items over the years has been great. I think the quality of their coats/jackets Is especially good. I just purchased a faux fur lined parka for myself that I absolutely love. It weighs a ton, is so comfy, warm and cute and looks and fits just like some similar ones that cost 10x the price. I will continue to purchase from this company with confidence.
If you order online, just pray and pray that it processes without troubles. Because once any problem occurs, you will regret that you have order from them or even known the brand. I ordered it online because I didn't want to get headache from their sweat and sewage mix smell of the store, the product they called "perfume".
Customer service? They are morons. I can tell you now, if you have problem with them and call, All they are going to say? "We are doing everything we can do." I don't even hear them typing record of the phone call. I'll tell you what happened to me. I Still haven't got a package that I order 2 weeks ago. When I told them I haven't receive the package but on track & confirm it says it already have been delivered. I shipped it to my work. It's business property and I saw the mailman and FEDEX truck on that delivery day but they didn't come. WTF?
So they said they will check what is going on and will send another package. Apparently 7 out of 12 items were sold out and no longer available. I really wanted to find the original package so I called USPS to find out where it is. They said they'll talk to the mailman but I don't think they are doing much. Our tax has been wasted.
I spoke with 6 CS reps for last 3 days to figure out what is going on and what they are doing to fix it and to find where the original package is. They are ** useless people ever. Nobody would say they apologize for this incident except one guy name **. All other representative just said, here are the name, representative named **, etc. "Hey we are doing everything we can here. Just sit tight and wait, you know? That's ALL you can do. It's not our fault that the package is LOST. It's the POLICY." Word by word.
So at that point, I was sick and tired of dealing with this people so when I called to cancel the second package order, one representative name ** said I can't even cancel my order since its already packed. When I called 2 hours ago spoke with **, he said if I want to cancel one item I need to cancel whole order and I could do that 2 hours ago. And it'll be packed that night for shipping next day.
If I want to return it I need to pay $7 smart label fee or go to store and return it. Or I can REFUSE to receive the package, if that's the case they will charge me full price for all the item because FedEx is not going to ship it back to them. And of course, Abercrombie being so cheap ass they won't pay FedEx to get the package back. So it's my ** money and responsibility to pay FedEx and send back their useless product to bunch of morons so they can sell it again and scam others.
THE SAD FACT? EITHER OR I WASTED MY TIME AND I WON'T GET THE MONEY BACK FOR STUPID SHIPPING. I might have just spend whole ** load on NOTHING. While I was talking to ** for 20 minutes, and she was keep saying that they can't cancel my order and that's the policy. So I asked "Can I get a copy of your policy? You can send it to my email. Do you want my email address? Oh right, you have it in file. Can you send me the copy now?" AND there was little beep beep as if the supervisors were listening and telling her on the other line to hang up the phone.
I did ask her "Hello, ** are you there?" "... Yes, yes I'm here." "I hear beeping noises. Maybe your supervisor is telling you something on the other line. Maybe they can DO SOMETHING?" "Hey supervisor! How about a copy of your policy?" and then she said "There is nothing we can do about your package." And another beeping. So I said "Of course, because it's the policy as your supervisor told you. So will you send me a copy? I think I have a right to take a look."
And she goes "This is getting really unproductive and I will need to hang up because I can't help you with anything else for you." So I said "You can get me a copy of policy." And she goes "You can find it if you want blah blah..." and she hung up on me. What a **.
You know what? I doubt that I'm sending this package back with ** smart label since I need to pay money for that and who knows they might just say that they haven't received the package and won't refund anything. I might take the whole package to the store and open it there so I can get the money back without spending another $7 for smart label but still need to spend money for gas. They screw over so many people who likes their over-priced product. Wasted their time and literally took their money. This company is a ** scam. I don't know how Abercrombie stores are still out there with this kind of ** customer service.
Most of Abercrombie customers are teens and young adults. And it's probably their parents who filed the complaints. I'm proud of all of you who filed the complaints and appreciate your time to deal with this ** up company. I am serious. Good luck buying from Abercrombie where it marked as 30 worst company in US. I made my mistake once and I learn from my mistake. I noticed that Abercrombie is usually in corner unit of the mall at the very end with naked people on the wall. I don't know how that is attractive. Actually pretty disgusting along with sweat smell perfume.
I wanted to think that my incident was one of million but as you can see there are people who did filed complaints on BBB. And I'm sure there are people like me who just let things out on the online review. I'm 23 yr and will not spend any penny in this company for rest of my life - if it even lasts that long. So I prob won't bother contacting BBB.
I already spend 6 hours of my life trying to track down the package myself and dealing with stupid morons. As long as I get my package as promised in couple hours I won't bother contacting BBB. If I don't get the package I am going to contact BBB. Maybe people would email/phone bomb the company one day. I'm sure if they piss off enough ppl someday - I have a mysterious feeling that it WILL happen one day. You suck Abercrombie.
ONLINE STORE -- I had a terrible experience! I bought a gift card for my brother as a birthday present. I live in Florida and my brother in Massachusetts. After 5 days, I found out he did not receive the gift card. I talked in online chat and the clerk told me that my order was canceled!
The other day I called the central customer service, by the way it sucks! I could talk to an attendant after the seventh attempt! And I asked why they canceled my order, she simply said she did not know! And if I wanted to, she could give me an email so I figured out what happened! What??? This attitude was a great lack of respect for me as a customer!!! I was completely frustrated, because I wanted to surprise my brother, who for all that happened was not present and thinking I had forgotten on his birthday.
Although I like the brand, or rather, I liked the brand before this episode, because now I have disgust and decided NEVER buy, or enter this store! Abercrombie, Congratulations, you guys just lost another customer! Keep it up, treating your customers disrespectfully and you guys end up bankrupt !!!
MEMPHIS, TENNESSEE -- Hi, my name is George and I visited a store in Memphis, TN about 2 weeks ago. I was highly impressed with the customer service that the store presented. My grandchildren loves to shop at your store and as we were in Memphis visiting family we decided to stop at Wolf Chase Galleria.
I don't often send emails about great customer service but, when it is excellent I definitely want to reach out to companies to provide them. I am an old man as my kids would say but when I walked in your store I was greeted as if I was just an average aged person. I was asked if I needed help. I asked one female if she works off commission and she said no.
One girl I had a conversation with told me she was working that day with 3 managers. I took down all the names, it was a girl name Ira I spoke with, I am hoping I heard her correctly and she was very helpful. She gave me her manager's name and it was Dejun, Joceline, and Melanie. I really wanted to reach out regarding everyone's help because I was in the store with 4 grandkids and I could not help them.
One got on a ladder to grab jeans, another was helpful with dressing rooms, and the guy helped my grandson find a lot of stuff. I purchased a large amount of items that day. This will be the only store I will visit when I come back to see Elvis Presley's home. Thank you for finding helpful people for a great store. I did not know who to email. My grandkids loves Abercrombie.
NEW ALBANY, OHIO -- I have been dealing with Abercrombie customer service for over four months. I returned four separate orders using their return mailing instructions. Even after receiving my items they did not process my returns. For over a month they were unable to find my items. After giving proof they did get the items, it took another month plus multiple phone calls and emails for them to issue a return. I then only received a refund for one of the four orders and was told it was an issue with my bank. I contacted my bank, they completed an investigation and concluded they were never issued the money.
I have given bank statements and bank reports to show I did not receive the refunds. I was then told they could issue the refund via Paypal. I gave this information to them a month ago and have yet to see a return. I am continually told by phone representatives they will contact the return credit department and they will contact me through email. This has yet to happen. Do not return items to Abercrombie through their mail process. You will never get your money.
ORLANDO, FLORIDA -- I was read my email and I find a lot backorder from my purchased that I did last week, and then I decided to call and find out more information about it. So I got a TERRIBLE EXPERIENCE OVER THE PHONE from the number... Answers to Frequently Asked Questions - 866 6813115 or +1 614 2193026. I got hang up 2 times. The guy that I was talk to, he canceled my order with OUT my permission, and I CAN proof that because when I called the message says "THE CALL WILL BE RECORDED."
I call on 02/11/2014 at 12:24 AM. So what I do not understand, how he canceled my order with OUT my authorization? How the company ABERCROMBIE expect the customer continue purchased from them when customer like me have the HORRIBLE CUSTOMER SERVICES likes this? How I will be able to fix this? I lost a lot time looking over Abercrombie website and select item for me to purchased and I will like to be better treat than what I got tonight. I HOPE you guys from management team will be able to fix that or otherwise I won't be purchased from ABERCROMBIE AGAIN.
KNOXVILLE, TENNESSEE -- I purchased 2 pairs of jeans and cologne for my son for Christmas. He did not want them so he took them back. They refunded the jeans on my credit card, but the cologne they gave back in in-store credit. I wanted my money back on my credit card because we do not normally shop there. The manager gave me an email address to reach the refund department. THERE IS NOT A PHONE NUMBER TO CONTACT ANYONE.
The refund department wanted a photo of my receipts. I did that, and they said I would get my $63.36 refund in 3 weeks. Well, it's been 3 weeks and now they want a photo of my credit card statement to see if I really got it or not. I will NEVER shop at any of their stores again. Totally ridiculous treatment of its patrons. And, the fact that they are unreachable. WHO DO THEY THINK THEY ARE?
NEW YORK, NEW YORK -- I ordered on December 1st 2013, 4 Hoodies for my sisters and mom for Christmas. I had a Fedex tracking number and was able to see where my package was. But during 2 weeks I had the same exact status saying that the expected time of delivery was N/A. I called Abercrombie to have some more information. I also called Fedex just to make sure. They guarantee I will have it before I leave to my parents' house on the 24th.
I thought it was strange that they would take 22 days to ship a small order like mine. I usually use Fedex and it takes 2 or 3 days tops! I decided to chat online with a representative and after telling me that I will have it soon, he finally told me that my package was lost for 10 days and that they couldn't send me another one because they sold out 3 of the 4 items I have ordered. Nobody ever informed me by email.
The team they have there is the most incompetent and they are not helpful at all. I asked for a complete refund and to cancel my order. I waited for an email confirmation. I received it but when I clicked the link it didn't correspond to my order. I had to call again and again to make sure I will get my money back. Worst experience ever. If I have an advise to give you, NEVER ORDER ONLINE! If you need to shop there, just go to the store. This was the first and last time I ordered online, and after this experience, also the last time I will ever enter an Abercrombie store.