Abercrombie & Fitch

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1.0 out of 5, based on 9 ratings and
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Abercrombie sucks.
Posted by on
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 f**ing useless people ever. Nobody would say they apologize for this incident except one guy name Dwayne.

All other representative just said, here are the name, representative named David, Rachel, Skye, 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 Jasmine said I can't even cancel my order since its already packed. When I called 2 hours ago spoke with Dwayne, 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 f**king 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 s*** load on NOTHING. While I was talking to Jasmine 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~ Jasmine 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 bi***.

you know what? I doubt that I'm sending this package back with f***ing 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 f***ing scam.

I don't know how abercrombie stores are still out there with this kind of s*****y customer service.

So I have researched in BBB and found this. This is BBB record.


BBB processed a total of 380 complaints about Abercrombie & Fitch in the last 36 months, our standard reporting period. Of the total of 380 complaints closed in 36 months, 201 were closed in the last year.
These complaints concerned :
+ 46 regarding Advertising Issues

7 - Advertised price not honored
12 - Advertised terms not honored
9 - Advertisement did not disclose all conditions required to take advantage of an offer
3 - Advertisement misrepresented a product
1 - Bait & switch advertisement
3 - False or unsubstantiated claims in advertisement
11 - None of the Above - Advertising Complaint Issue
+ 35 regarding Billing or Collection Issues

11 - Failure to correct billing errors
1 - Failure to substantiate charges
1 - Improper collection practices
9 - None of the Above - Credit, Billing or Collection Complaint Issue
5 - Unauthorized bank debits
8 - Unauthorized credit card charges
+ 6 regarding Contract Issues

4 - Failure to honor a contract or agreement
1 - None of the Above - Contract Complaint Issue
1 - Unauthorized changes to the contract or agreement
+ 65 regarding Customer Service Issues

21 - Failure to provide promised assistance or support for products or services
8 - Failure to respond to phone calls or written requests for assistance or support
12 - Inappropriate behavior by customer service personnel
24 - None of the Above - Customer Service Complaint Issue
+ 59 regarding Delivery Issues

2 - Delivery of unordered products
1 - Late delivery of products
44 - Non-delivery of products
1 - Non-delivery of services
11 - None of the Above - Delivery Complaint Issue
+ 22 regarding Product Issues

15 - Defective, damaged, or incorrect product received
7 - None of the Above - Product Quality Complaint Issue
+ 109 regarding Refund or Exchange Issues

25 - Failure to honor promised refunds, exchanges, or credit
36 - Failure to honor refund, exchange or credit policies
48 - None of the Above - Refund or Exchange Complaint Issue
+ 33 regarding Sales Practice Issues

8 - None of the Above - Sales Complaint Issue
1 - Sales presentation did not disclose complete pricing information
11 - Sales presentation did not disclose key conditions of the offer
3 - Sales presentation misrepresented the product
1 - Sales presentation misrepresented the service
6 - Sales presentation not consistent with advertisement
3 - Sales presentation used dishonest sales practices
+ 5 regarding Service Issues

1 - Delayed completion of service
1 - Improper or inferior service
3 - None of the Above - Service Complaint Issue

These complaints were closed as:
+ 290 Resolved

134 - Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
156 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
+ 22 Unresolved

22 - Company failed to resolve the complaint issues through BBB voluntary and self-regulatory process.
+ 68 Administratively Closed


I say, these are the people who are pissed off enough and old enough to file a complain. 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 f***ed 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 23yr 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 6hours 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.
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MDSasquatch on 02/04/2011:
Don't forget about the LOUD music in their stores; you could drag me into there ever again.
FlitteringFirefly on 02/04/2011:
I stopped paying attention after the cursing started.
Anonymous on 02/04/2011:
Just because you don't hear them typing doesn't meant they aren't making record of the call. I work in a call center and some people get offended in they hear you typing while they are talking. They think that you aren't listening. I make a lot of notes after the caller has hung up
Skye on 02/04/2011:
Contact Federal Express and have them trace your package. They are the ones who misdelivered it, or whatever they did to it. Sometimes companies will ship you a package Federal Express, and have it delivered to your local post office for your mail person to deliver it to you. It was done to me from Amazon, and it went smooth.

It's a place to start. As for BBB, they are not on your side. All a business has to do, is pay a fee, register, get their little BBB sticker, and then they are affiliated with the BBB. BBB does not mediate, nor do they help anyone get refunds.
momsey on 02/04/2011:
Was it FedEx that was supposed to deliver it or was it USPS? I don't see how this is Abercrombie's fault unless they completely made up the tracking info, which I would find hard to believe.
Ilovetohateyou on 10/09/2012:
I can't believe that because I just bought $100 worth of stuff from there now I might even do what you did , and I can't believe so many people hate abercombie
Parker on 01/06/2013:
A and F is the worst company I have ever come across. I always use Hollister and Superdry but this was the 1st and last time I have used this company.
If you are buying online please be aware there are high chances of your order been misplaced. You will not get any proper response from them, forget about the apology. When it comes to refund just forget it. Staff extremely unorganised, rude, unfriendly and not at all promotional. They will make you feel like a criminal. In one word if I have to describe them it's Hopeless.
I am sorry for my self and all other people who have gone through this stress. This brand and the company should be closed as they don't deserve to be in the market, one dollar shops have got much high standards than this stupid company.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Overpowering and Offensive Smell Made Us I'll
Posted by on
Rating: 1/51
THE WOODLANDS, TEXAS -- Let me preface this by saying I almost never complain and something has to be truly offensive in nature for me to want to speak out. I shopped this week with my eight year old son at the Abercrombie and Fitch store in The Woodlands Mall located in The Woodlands, TX. I am writing this because the cologne smell in the store was so horrifically overpowering and sickening that I was worried I would have an asthma attack on the spot. When I walked into the store, there was a young lady at the door, and when I told her that I thought the odor was offensive, she went to get her spray bottle and started to spray more cologne on the clothing all around me. Had I not had to buy a gift, I would have exited the store immediately, and when I finally completed my transaction and did exit, both mine and my son's eyes were burning. My son's nose was also red. I placed the bag in my backseat and actually had to pull over on the drive home at a gas station to use my inhaler and also to place the bag in the trunk. Why do they do this? What in the world is this outrageous store policy. The employees can come down with cancers later in life from strong smells. Also, not everyone likes this scent... my nephew, who was the recipient of the gifts I bought that day had to wash the clothing twice before he could wear them. I don't understand this policy. Maybe if others who feel the same would share their experiences, someone in corporate will listen. Needless to say, I will never step foot in that store again, and I may possibly never again buy the brand as well.
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clutzycook on 02/14/2012:
You're not the first person to complain about this. Nowadays, strong cologne smells make my sinuses revolt.
lexophiliac on 02/14/2012:
Plant a bug in the manager's ear about your experience and drop a line to corporate as well. This is not the practice at my local A&F's.
Venice09 on 02/14/2012:
I wouldn't have been able to stay in the store even if I needed a gift. And if I saw someone spraying perfume on the clothing, I definitely wouldn't buy anything because the smell would follow me home. If someone insisted on a gift from a store like that, I'd get a gift card online. I'd skip the manager and go straight to corporate since there's a good possibility that it's the manager's idea in the first place.
ktisnumeroUNO on 02/16/2012:
I walk by our Abercrombie store and the stench is strong even outside of there store.. And there is a Johnny Rockets restaurant a floor above it.. The cologne smell overpowers the smell of cooking onion rings. It is disgusting.
wendy on 07/20/2012:
Suffering asthma attack from the smell in that store today. weezing. Haven't had asthma in over 23yrs. I wll never step foot in there again. Its shameful people have to wk there.
kate450 on 03/24/2013:
I know I'm late to this conversation but their stores have been ruining my ability to go to the mall for years now. Every time I catch a whiff of that place, and mind you I could be 5 stores down even on a different floor, I get a racking headache right behind the eyes through to the back of my brain and my throat and chest start to tighten up and I get dizzy. I've tried walking past with a rag or scarf or something over my mouth and nose but to no avail..it usually puts my shopping trip to an end and ruins my ability to function for about an hour or so till the pain subsides.How can they get away with this offensive excessive use of this perfume when dept stores are no longer allowed to spray people without permission for the very same issue of people having allergic reactions. And why can't A and F have enough respect for people to recognize some people can be severely allergic... but they just keep spraying it on everything... ugggghh!!!
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Store 10402 A&F TERRIBLE customer service (rude employees)
Posted by on
SAN JOSE, CALIFORNIA -- Letter to management
Last night (August 23rd) at around 9pm we were in the Valley Fair Branch of Abercrombie & Fitch in San Jose California # 10402 buying some school clothes for my daughter. IN our collection we had a pair of jeans, pair of shorts and a tank top.

I arrived at counter with items mentioned above. I laid them on high counter and the girl at counter took clothing items and laid them on lower counter. She then gave me the amount which I knew was not enough money. So I asked her if she rang in all the items, she rolled her eyes at me and said YEA. At this time I noted that the shorts were not on the back counter where the security tags are removed and still next to register. I then stated those shorts, she picked them up in huff and rang them up giving me new total with an attitude. My 16 year old daughter was with me and I asked her to go to Hollister as I did not need her picking up attitude from a rude employee and asked for manager. She did not get manager and proceeded to take my credit card telling me machine in front did not work. She ran the card no less than 20 times back and forth back and forth. I asked her if she wanted me to try the one on my side and she handed card back and it rang though and worked which was really the worst thing that could have happened as now she was REALLY angry. She proceeded to bag my items and "shift" manager was thereby this time and I asked her if this behavior was OK with her? I then noticed when she handed me the bag on to the HIGH counter that the shorts were still on counter, I asked for shorts and the girl did something unbelievable. She did not as most staff is instructed bring the bag back down and finish packing order. Instead she grabbed the shorts as if they were dirty laundry and JAMMED them into bag that was sitting on counter in front of shift manager. I looked at shift manager who was unprepared and did not even know what to say. On the way out she said sometimes people have a bad day???? After discussing it with my husband I will be returning all items today and sharing my experience. In this economy customer service is key, and your company is not supplying this basic ingredient. I called store and was told I was speaking with store manager who said he had heard some of the story and that the shift manager did not tell him that the shorts were crammed into bag while it was in front of my face, I asked him to ask shift manager of this. He said it was my word against hers and if it had happened "the way" I described he was sorry about that but I was after all rude. Yes after all was said and done and my bought items were crammed in a wad into a bag I was upset, who would not be. I was as upset that the shift manager allowed the girl to laugh about matter and tell her she would take care of me.... Last shopping experience at your store and next stop is YELP and other like places so people can see your company is not interested in treating customers fairly. I am a business owner and if any of my employees spoke or treated a client that way there would be serious re training or reconsideration on weather that person fit the mold for my company!
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GreenstarYT on 08/25/2011:
While that's unfortunate you had a bad experience, this is one employee out of thousands. One bad apple spoils the bunch I guess. Like her shift manager said, sometimes people can be having a crummy day. Should she take it out on you? No.
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To all the people who have been reviewing this company...
Posted by on
I am an employee of a&f and a lot of these complaints are unwarranted. People are claiming to "know" our policies and trying to make us seem bad for adhering to our policies. One person wrote a review how a store refused to remove the security senor because the customer didn't have a receipt. That IS our policy. They stated that there should have been an exception made because it was only one $50 polo and it was obvious it hadn't been stolen. That is not obvious. Many people steal single items, even as cheap as $6.90. Also, it would be blatant discrimination to remove sensors for one customer because they seem to be okay, and choose to not remove another customer's sensor because the person looks suspicious. A policy is a policy no matter what and exceptions are not made for people who "look" okay. So for a company that has already gotten in a lot of trouble for discrimination should not be expected to turn around chose to adhere to or reject policies based on what the customer looks like. The same goes for when people claim they are a "good" customer and spent over $300 last time (oh wow). You are not given special privileges, there are no "good" or "bad" customers based on how much you spend. Our policies are the same for everyone.

Secondly, it was mentioned as a "known" fact we have an electronic system that tracks every item sold. This is not true. Even if we did, it wouldn't help. Which is why there is no such thing. Let's say you have a particular red t-shirt in a size small. Every single red t-shirt of that style in size small is going to have the same SKU number. Each item does not have a different identification number so that would not even help.

Another person mentioned how a cologne was left out of the bag and we should pay to ship it to them. Mistakes happen. Even at a grocery store, someone can leave your lunchmeat out of the bag but they're not going to send it to your home. We don't have any means of shipping anything out. We can ship our merchandise out to other stores and receive shipment, but only at certain times. There is no way we can send anything out, unless an associate wants to make a trip to the post office while not punched in and pay however much it costs to send someone a cologne. No one is going to want to do that and they can't be blamed for that. Mistakes happen.

Oh and someone else mentioned the associates cannot hear the customers over the music. This isn't true... we can hear everything, and that is why we talk to you and respond to what you're saying with perfect ease.

Another person mentioned how they yelled at an associate and the associate should have just taken it since the customer had the right to be upset. Maybe they did have a right to be upset but that gives no one the excuse to yell at someone else. I have been in that position before and it is not okay to yell at someone and call them names. Maybe they are having a bad day and are less than friendly, so be the bigger person and ignore it. How would you like your son or daughter to be attacked by a random stranger while working at their job? Everyone has their days, and trust me, yelling does not get you what you want, it gets everyone to think you are crazy. Being treated poorly by strangers every day gets old and tiring and frustrating. Next time you are angry, remember you are one of many angry people in the world and we as associates do not want to be the brunt of it.

We cannot look up credit card numbers or do over the phone orders, for security reasons. Most of the associates who work there are 17-20 and not interested in having a real job. Would you really trust them with your credit card information?

As for damaged merchandise, worn or not, if it is a manufacturer's defect such as broken zipper or ripped along the seem, the manager should return it no matter what. Honestly it does depend on the manager and some are just not nice people, but if you reason with them it may help. If you have the receipt and it is obviously a defect it should be exchanged as long as we have the merchandise still in stores. If it's a very old item, we really can't do anything about it unless you still have the receipt.

The customer is NOT always right. In fact, they usually are not and should quit trying to act like they know everything. It's a store that sells clothing. Quit getting so worked up about everything.
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jktshff1 on 10/03/2010:
Nope, not me.
Anonymous on 10/03/2010:
Everyone's story should be heard once, after that, it becomes redundant.
Anonymous on 10/03/2010:
You are writing this review as if customers are stupid and at the same time wonder why they have an attitude at your store. Hmmmmm......
Nohandle on 10/03/2010:
I liked this review, thanks. Customers need to be reminded from the store's standpoint. Too many learned how to scam the system and have taken full advantage. Not just at your business but at most others.
tnchuck100 on 10/03/2010:
The only exception I have with your post is your position on "policy". You relate to it as an absolute, no room for common sense issue. Well, admittedly, far too many clerks and managers take that short-sighted view.

Policies are not laws. They are guidelines. They should be applied to the benefit to the customer and the business with fairness to each.
martham on 10/03/2010:
Policies are put in place so that all people are treated equally, regardless of your "stannding" with the company or how "nice" you look. Also a lot of policies when broken can risk someone their job. Better safe than sorry!
tnchuck100 on 10/03/2010:
Equally does not always mean fairly. Would you apply a policy even if fairness had to be sacrificed?
werelucky on 10/03/2010:
Everyone should work retail once in their life just to see how immature, petty, and immoral a lot of people really are. It makes your head spin. When I see people complain how "rude" they were treated it makes me wonder just how bad they acted. My favorite us when they claim about being "disrespected", if only we had video replay for this one. Good review!
Nohandle on 10/03/2010:
Agreed werelucky. Nice reminder. I've reached the point I don't think the customer is always right and to immediately give him the benefit of the doubt.
Skye on 10/03/2010:
I've never worked in retail, and I know it's not an easy job working with the public. I treat everyone just as I like to be treated. It works both ways. There are just as many retail employee horror stories as there are customer horror stories. You have to give respect to get it, no matter what profession you are in.
Disaster Worker on 10/03/2010:
Nohandle, the customer isn't always right, but there seems to be a "better-than-thou" attitude in some establishments.
Anonymous on 10/03/2010:
Skye is right. Customers should remember that retail employees have the same thoughts, feelings, emotions that they do. Speak to the employees as you want to be spoken to and treat them as you want to be treated.
Ytropious on 10/03/2010:
"there are no "good" or "bad" customers based on how much you spend. Our policies are the same for everyone. "

I completely agree with this. When people use the "I spent X amount of money" excuse I want to say "so if you spend 5 dollars I shouldn't care about you?" Because that's essentially what they're saying. Everyone gets treated equally out of fairness. I don't think the OP said anything "holier then thou" or anything, I think they were pretty respectful. Calling customers out on the stuff they do that's considered "rude" to workers is fine by me.
martham on 10/05/2010:
Thanks for the agreement guys! It's totally true that you need to work in retail at least once in your life to see what people are really like. And yes, you always hear the customer's side but it never seems to matter how the customer acted in the first place. If you are treated rudely, what in the world makes you want to be nice to someone? Nothing!!! And the holier-than-thou comment.... completely a stereotype of the store. The customers spend a lot of money on our clothes, and in a way they have a holier-than-thou attitude upon entering our store. So in a way, maybe the associates' attitudes are a reflection of the customers we have to deal with! Being yelled at daily makes people less willing to help customers...trust me.
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Great customer service...for what?
Posted by on
NEW ALBANY, OHIO -- Gilly Hicks is the fifth brand offered from Abercrombie. I’m huge Abercrombie fan, not in the sense that I wear it all of the time, or I’m one of those Abercrombie freaks; I just like the way their clothes look and fit. Anti-Abercrombie person or not, you do need to admit that they make high quality clothes.

I recently ventured to the Gilly Hicks online store to purchase some clothes for my wife. I live in Japan, so a majority of my shopping is done via online shopping. I have been shopping online for years, problem-free, until I placed my first Gilly Hicks order. I ordered 15 items from Gilly Hicks, but I received a “cancellation e-mail” the very next day. I immediately called, waiting around 40 minutes for someone to answer using my Skype. I have no problem with waiting on the phone and the woman who answered the phone who gave me no name or ID number was extremely polite. She couldn’t help me, but directed me to the “research and resolutions” department. You can’t call these guys though! I had to write them an e-mail stating that I believed that my cancellation was in error and also asking why it was cancelled. My e-mail was returned with-in 24 hours and it said “If you believe that all of your information is correct, feel free to order again.” Quick and to the point, right!? No explanation, but that’s okay! I did believe that my info was correct, so I ordered again and KABOOM-cancelled. I e-mailed them again asking for the specific problem. In my head, there should be no problem. I order from multiple shops every month problem-free, so what’s wrong Gilly Hicks? They again returned my e-mail within 24 hours and it said “After reviewing your account, you have been cleared to make purchases, sorry for any inconveniences.” Okay, so I guess that I passed the test and I am in the Gilly Hicks club. I wasn’t really sure why I needed an account review, but thanks anyway. I placed the same order for the third time and guess what? Cancelled, baby! Is this the Gilly Hicks initiation? I e-mailed them an e-mail asking why I was cleared and then cancelled with their “you have been cleared” e-mail attached. Within 24 hours I get an e-mail from Abercrombie! This customer service representative even signed his name at the bottom. Abercrombie let me know that they can’t ship “SALE” items overseas and that I can also have a good day. I’m glad that they let me know about this….but what if I didn’t order a sales item in the first place. Are their 5 for $25 undies considered a sale? Wow, am I confused. I guess no Gilly Hicks for my wife in Japan.

Regardless of all of this, I will still buy from Abercrombie and its offspring. Great customer service, everyone was born without a name and they even send you an e-mail after cancelling your order three times in a row to advertise their new floral summer shirts, which they will never send to you.

All sarcasm aside, I do like Abercrombie and this is the first situation that I have had with them in 11 years. They are just so huge now; people come out of everywhere to slam them. It’s hard to get that big and avoid the haters.
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Return Complaint / Rude Manager / Poor Customer Service
Posted by on
GREENVILLE, SOUTH CAROLINA -- My daughter in law purchased my son four shirts for Christmas a short time ago on 12/16. My daughter in law is eight months pregnant and due in January. Please keep this in mind as I continue with the complaint. My son saw the shirts and didn't like them and said they wouldn't fit. The tags were still on the shirts and the original receipt along with the gift boxes were still in the original bag. My daughter in law went to the store in the mall in Greenville, SC on 12/21 and tried to return the items, of which she paid cash for the transaction. The "manager" told her the shirts smelled like "smoke" and that she couldn't return the shirts. My daughter in law is eight months pregnant and doesn't smoke, obviously. She left the store in tears, because she was out $110. She waits tables and goes to college and barely gets by, and yet can't return $110 worth of merchandise with the original tags and receipt. She left the store upset and crying over this, and again is eight months pregnant. My son then went down to the store and tried to return the items, because my daughter in law was so upset and the manager still would not take them back for the same reason, even though my daughter in law is eight months pregnant and doesn't smoke. Again, my daughter in law is out $110 cash.

I personally smelled the shirts and they do NOT smell like smoke, but instead like cologne that the store uses and sells inside. I can't possibly imagine why the store would say the shirts smell like smoke. My daughter in law did everything per the return policy, and yet they still refused the merchandise.

I called the store and "tried" to speak to the manager and she said they could refuse a refund for any reason; that it even says this on the back of the receipt. She still refused to refund the cash my daughter in law spent in the store. I then asked her to have her district manager call me about it, and she told me that she would "try" to give her the message, but with the holiday doubted that she would get back in touch with me. I still haven't heard anything.

The shirts do NOT smell like smoke, but are drenched in the cologne from the store. My daughter in law had the original receipt and the tags WERE attached to the clothes, and they still refused her refund. We will NEVER shop A&F or Hollister ever again, because of their return policy. Their customer service is horrible, and they look for any excuse to deny your refund. We are going to try to sell the brand new shirts on line somehow, and try to recoup some of the money we have lost on this. Thanks A&F for stressing out my eight month pregnant daughter in law, and for making her cry over all of this, and for diminishing her Christmas holiday. As I said, she's a waitress and going to college so every penny counts. Hope it was worth your fat bottom line this year!
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Anonymous on 12/24/2009:
I wonder if it was the same manager that was complaining about her job the other day??? lol...

anyway, I think that is ridiculous and your best bet is calling the corporate office and venting your frustrations with them, or better yet, try to find the next closest ABF store to your area and try to return it there....I can't believe anyone would spend $110 for four shirts anyway? insane.....ABF is such a ripoff.
Skye on 12/24/2009:
Why would they keep saying the smelled like smoke, and not the cologne you say they were drenched in?? Did your son in law smoke while trying them on?
Go to another location, and see if they will take them back.

By the way, we get it, your daughter is 8 months pregnant. Doesn't entitle her to speical treatment. Sorry, but if they do smell like smoke, why would they accept them back?? Nobody is going to want to buy shirts that smell like smoke.
spiderman2 on 12/24/2009:
Unfortunately, women that are 8 months pregnant can and will smoke. Being pregnant does not exempt one from smoking. Pregnant women drink and do drugs also. Just because you shouldn't does't mean people don't. Just like it isn't only poor people that shoplift. OF course, I'm not saying that your daughter in law was smoking, but that argement just doesn't hold water.
Anonymous on 12/24/2009:
If your daughter-in-law is barely getting by, then why is she shopping at Abecrombie & Fitch and spending $110 on shirts? That's $28 per shirt. Why not just go to Kohls or JC Penny if money is that tight? Or even Wal Mart.
Anonymous on 12/24/2009:
110$ on 4 T-shirts. That is insane, You could buy a whole wardrobe with that kind of cash at wallyworld.
Anonymous on 12/24/2009:
OP seems to have skirted the obvious question here: does her son smoke?
Ytropious on 12/24/2009:
BA yaya and spiderman, took the words right out of my mouth. Both my smoking friends never quit when pregnant, and boo hoo, so she left the store in tears, just because she's pregnant doesn't mean she A) doesn't lie, B) doesn't smoke, and C) doesn't deserve any special treatment regarding the situation. Smoke rubs off easily. If he was around someone who smoked or in a car with a smoker, I can see how the shirts would smell of smoke.
jktshff1 on 12/24/2009:
Merry Christmas Alley...
Anonymous on 12/24/2009:
How much she spent or can afford is irrelevant, as is her pregnancy. She had the receipt, she had the tags on the shirts and she was within the return time period. They should have taken them back. That store is loud and smells terrible from them dousing the mannikins in perfume. They are worried about smoke? I'm with the person who said take them back to another location. Nasty, overpriced, loud, dark smelly store.
Anonymous on 12/24/2009:
Sherdy, I couldn't have said it better myself!
localgod on 12/24/2009:
A+ Sherdy...the smell of the shirts is the red herring, A&F would refold, drown them in cologne, and resell them anyway...in retail, the idea is to avoid dead/resell merchandise...A&F has mastered return exceptions...VH to the poster, A&F/Hollister is one to avoid!
Abbie13 on 12/24/2009:
I agree with Sherdy
Cindy_S on 12/25/2009:
In response to some of the negative comments, my daughter in lawy doesn't smoke and neither does my son. The point of the story about her being pregnant was to reinforce the fact that she DOESN'T smoke. Also, I smelled the shirts as did several other people including an A&F staff member and they said the same thing...the shirts did Not smell like smoke, but cologne! I can't believe some people. Merry Christmas to you all! And thank you Sherdy. Very well said!
C'monalready on 02/16/2010:
as an associate, I will tell you that a manager does have the right to refuse any refund, however, I know at my store, if the tags are on and she has the receipt, we would have simply sprayed a lot of cologne on the "smoky" clothing and resold it...smoke doesn't last that long on clothes. I'm willing to bet the manager was stressed out over the holidays. No excuses, but that's my guess.
Cindy_S on 02/17/2010:
Thank you C'monalready, and to everyone else. AS a follow up, the funny thing is that we took the clothes to another A&F the week after Christmas and the manager took them back...no questions asked. She never said anything about the clothes smelling or even asked why we wanted to return them. She simply gave us back all of our money! Just goes to show that this particular manager at Haywood Road in Greenville wanted to make things difficult and provided zero customer service. Still will never shop A&F again over this! We still had to drive over 50 miles to the other location to get our money back. It was ridiculous, but we're happy we got our money back!
PepperElf on 02/17/2010:
personally I think the crap they spray the clothes with is stinky

I often have to hold my breath when I walk by.

Soaring Consumer on 02/28/2010:
Voted helpful, glad to see you followed through and got the money back.
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Dissatisfying Experience at Abercrombie kids NC
Posted by on
DURHAM, NORTH CAROLINA -- To Whom it May Concern,

I do not usually complain of poor shopping experiences, but today's experience at your store in NC was out of the ordinary. My daughter and I were looking at a red Alice shirt, which was hanging solo amongst a group of Alice shirts in other colors. I assumed it was the last shirt in that color and took it down for my daughter to try on. Two sales associates were standing nearby, chatting, and though they saw me take the shirt down, said nothing.

We waited for a fitting room to open. There were only four and all were occupied. Eventually we decided to come back later. I stood in line at the cash register and when my turn came, asked the sales associate to hold the shirt until we could come back in an hour. She had no problem with this and took the shirt.

An hour or so later we returned. The store was emptier and we proceeded directly to the register. A different sales associate, who we will refer to as Z, was behind the register. I asked her about the shirt. She responded impatiently that "We don't hold items". I repeated that a sales associate had taken the shirt to hold. She looked below the register and immediately found the shirt. She then mumbled something about it being damaged and without further explanation disappeared through what I took to be the stockroom door.

I was surprised that the previous sales associate would have taken a damaged item to hold, especially if there was a policy against holds, and I was taken aback by Z's brusque manner and by her disappearing without any further communication.

Z then returned from the stockroom and announced that she couldn't sell me the shirt because it was a damaged display item. I asked why the store would have a shirt out that it couldn't sell. She said that the shirt was only for display. I told her that I had worked in retail for years and that it was ridiculous to have a shirt out without any stock to back it up. She responded "Why are you yelling at me? Don't take your anger out on me!" I did not feel I had been yelling at her. I was frustrated and had been trying to be heard over the loud music. I told her as much.

She said "I'll let you speak to a manager." I said okay. She said "You don't have to be like that. What is your problem?" I said "Just get your manager."

She continued to berate me about taking my anger out on her. In frustration I finally told her "Grow up and get your manager."

The manager who came out was calm, cool and collected as one would expect a manager to be. As I attempted to speak with him, Z stood next to us. I looked at her and said "I would like to have a private conversation," at which point the manager sent her away.

The manager explained to me that the store could not sell the shirt to me because it was for display purposes, and that chemicals had been sprayed on the garment that made it unsellable. This at least made some sense, but what doesn't make sense is that I should have to take 30 to 45 minutes out of my day, only to find out what the first sales associates should have been able to tell me immediately, and then be berated for expressing my frustration to someone who did not seem in the least concerned about my satisfaction as a customer.

Of all the places we shopped today, Abercrombie was far and away the least courteous and least helpful, not to mention simply rude. This sort of experience is not easily forgotten. I expect to be telling friends and family about it for quite some time. My daughter had lived and breathed Abercrombie and had had her heart set on that particular shirt. After witnessing what happened today, she no longer has any interest in Abercrombie products.

In future, you may want to mark your display items more clearly and advise your sales associates to watch out for people taking them down. Be sure everyone is clear as to whether your policy is or is not to allow items to be held. If it is not, clearly advertise that fact. Finally, you should advise your associates, particularly Z, in basic customer courtesy. Even if I had been angry towards her, there was no call for such a confrontational response. The store manager set a good example of how to interact with a customer. Unfortunately, his staff did not.
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Eloise on 07/19/2009:
Sounds like you must have been yelling from the Sales Girl's point of view. She was right after all wasn't she?
Anonymous on 07/19/2009:
I can't believe all of this drama over a SHIRT. NFH!
Anonymous on 07/19/2009:
Do they really spray chemicals on stuff so they can be displayed but not sold? Wow. I've bought display items that had been hanging from ceilings before (not clothes, though).
Eloise on 07/19/2009:
Dare I ask what you buy that hangs from the ceiling?
Anonymous on 07/19/2009:
Oh, it was just some Halloween stuff... spooky half-decayed ghouls and all...
Bewildered123 on 07/19/2009:
It might have been nice if say the store had been able to say something absurd like "Hey, sorry for the confusion, can I locate the shirt for you and waive the shipping?"
Bewildered123 on 07/19/2009:
what would have happened had my daughter actually tried on the shirt? Are the chemicals safe?

tinydancer89 on 07/19/2009:
usually its just an excessive amount of the cologne, hence the strong scent of the store. I know Hollister does that, not too sure about a&f.
Eloise on 07/19/2009:
Cool Mundo!
Ttereza on 07/22/2009:
I worked for this company not too long ago, so hopefully I can offer some explanation to this story.
This company works with something called a brand guide, where the HQ sent items designated for show only, and not for sale. Periodically district workers would make unannounced trips into the store to grade it, making sure that the items were still up.
However, when we are out of stock in a modeled item, or out of a size, many irate customers have screamed at us to remove the objects from the display to sell it to them, or tried pulling the items off themselves, even when we explain our policy.
To make answering the inevitable demand, "And just why can't you take off the outfit on the model?" easier, we were trained to say that the outfit was damaged. In my store, we would say that the shirt or whichever item was pinned to the model and thus had holes in it, (sometimes true), and that we were not allowed to sell damaged items.
The "chemical" described in this store is actually just perfume or something similar. It wouldn't have been harmful had it been tried on, and the "chemical" was almost certainly an excuse.

Now as far as the handling of this situation goes, I can offer no further explanation. It is possible that the cashier did not know you had taken a display item, or did not realize it until after you'd left. Often it is only apparent because the tag will sometimes say 'DISPLAY--NOT FOR SALE' where the price should be. Furthermore, while we did not hold items, sometimes a few kind people asked that I would, and I personally put the items out of sight until they returned. It is very likely that the cashier had good intentions for you.

I do not know if the situation warranted the company offering you free shipping on the item if it could be found elsewhere, but I do believe some resolution should have been offered, like a suggestion to check online, an offer to call a neighboring store, or a time when they might receive new shipment.
It is clear to me that the second associate was doing what she was trained to do, and following the company rules, however, it is not a stretch for me to imagine that she displayed poor customer service, and was hopefully reprimanded. The policy regarding the display items, as well as the fact that it was a display item, should have been explained to you immediately and kindly, with an apology for the inconvenience. Congrats if you kept yourself levelheaded during this exchange. It seems you had, and if so you set a good example for nearby shoppers as well as your daughter. :)
Anonymous on 09/20/2009:
The fact that you wanted a private conversation with the manager tells me a lot. If I was ever treated rudely or yelled at by a sales person I wouldn't need a private conversation. I would state such right in front of the employee. What were you hiding for?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Valley Fair Store Abercrombie
Posted by on
Rating: 1/51

This email is regarding the today’s incident dated 12/17/2013 around 6.00PM.

Complaint : Store : 10402, Complaint against : Store Manager ( Paige [snip]

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 15min 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 15min 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.

Varun Singh
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User Replies:
Likesbeefpies on 12/19/2013:
Having something in writing in this case doesn't mean you have some sort of legal magic key....keep that in mind.
James on 12/19/2013:
So you're going to the legal department over the store following their rules and policies? Good luck with that one. The coupon is good for a range of dates, just go back when the entire store isn't 50% off. You have to read the small print on coupons, every store has their own rules and regulations. Some stores are able to be more lenient, while others are not, it all depends on corporate. These people were just doing their jobs and I'm sure didn't want to put their job in jeopardy.
FoDaddy19 on 12/19/2013:
Does the coupon state that it's not vaild when used with any other promotion or something to that effect? Usually you cannot combine a coupon with another promotion. If they were running a 50% sale on the entire store then your coupon wouldn't be able to be used.
clutzycook on 12/20/2013:
If the whole store was 50% off, you'd be getting a better deal without the coupon anyway. Let this one go.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Pretty But Clueless Employees
Posted by on
Rating: 1/51
RIVERCHASE GALLERIA, ALABAMA -- The first was an exchange on the same exact jeans except for size. I'm thinking no problem, even exchange, just need 1 size up. Wrong!!! I bought the jeans on sale so the girl said I would have to PAY the difference of sale price and regular price!!!! I tried telling her no, it's an even exchange, but she didn't listen. I returned them and left the store without the jeans. Well I decided to read the return & exchange policy and sure enough I was right. I had to explain the policy to the employee. She had it backwards, if I had paid full price and they went on sale, depending on length of time determined & receipt becomes a factor in the difference. After much explaining I was finally able to make the even exchange.

Now that was in the boys dept, I also had to make an exchange in the men's. The girl helped pick out more jean for my older son, different jeans, different price so not a problem. Unfortunately they still didn't fit right so my son was just going to return them. It had been a few weeks but within the 60 days and he had the receipt . Well they told him it was credit and said they had to have the credit card so he drove back home and got my credit card. He returned only for them to say it wasn't on that card.

Well the only other card I had was my debit card and after researching had long since cleared. The employee should have given cash back ( which they refused to do), debit card is same as cash.

Needless to say I will have to go back for the 4th time to get credit. I read how they hire pretty people but geez could they have brains too, or maybe tun the music down just a tad so your not having to Shout over it. Fed up!!!
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Company Accused Customers Of Fraud!
Posted by on
A& F has accused me of FRAUD, saying that I am selling their items online. I have never and would never want to sell clothes online, but they seem to think I do. I lost 45 pounds this year (2011) and it was nice to get into some nice clothes. NOW, I would not buy a button from them. I purchased over $2000 in clothes and because it was over a 3 month period, they assumed I was selling the items online. I have never been so insulted in my life. I had to buy all new clothes, they were not the only ones getting my money (which they never will again) I was purchasing several good deals online over those months with a few different online stores. I cannot believe that this can happen. However, this has not ended; I am pursuing this issue and filing as many complaints online that I can about my situation as well as having a few clients investigating the company’s policies and hiring standards for both domestic and international production.
What has happened to our world, that you are guilty before you even had a chance to explain your situation? OH and try to explain or EVEN FIND someone to explain what has happened to you. EVER SINGLE PERSON I talked to on the phone or online, could not help me and seemed to not even want to. This has to be one of the WORST companies I have ever come across and to think they have been around for so many years, it’s sad. Also, if you want to purchase these clothes, I found out allot about where they come from, which I did not know when I bought them, or I would not have done so.

They come from just about every corner of the world BUT the United States of America, so think about that when you purchase your next muscle shirt or $180 pair of jeans. This will only be the beginning of you what will hear in the next year about this company because I have made it my yearly goal to expose this company and its horrible service, products and the lack of contribution to the USA. This company is on the top 10 list of contributors to sweatshops throughout the world.

This I know is a very long entry, but I feel it’s all necessary to make my point.
Thank you
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User Replies:
drugdoc121 on 08/06/2011:
Isn't this a re-post?
madconsumer on 08/06/2011:
very helpful review.
Anna Molly on 08/06/2011:
Drugdoc121, this does sound familiar.

Anonymous on 08/06/2011:
Anyone else have deja vu?
At Your Service on 08/07/2011:
You're not explaining how the accusation of fraud came about.
Venice09 on 08/07/2011:
Maybe the OP forgot that they posted it here before.
CrazyRedHead on 08/07/2011:
Yes, this is a repost. I remember it from a few weeks ago.
A on 07/15/2013:
A and D is the worst place to shop in the world! Wish they go bankrupt and go collect food stamps.
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