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.
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.
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 !!!
I purchased 6 items on Nov. 6th, 2016, it is now Dec. 7th 2016 and I still have not received my order. I ordered these items early, so I thought. I wanted these items before Thanksgiving. I was then hoping by Christmas, I am not convinced at this point that will occur either. They have shipped the order 2 times, no order received at my residence to date.
I have been on the phone with customer service at least 10 times, their response is unacceptable... "there is nothing we can do", "we cannot refund your money", "we cannot ship another order", "we do not know where your order is", "someone else received your order and there is still nothing we can do". So, I am at a loss, I have been charged, but have not received my order. Extremely dissatisfied.
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.
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.
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 sensor 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 lunch meat 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 seam, 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.
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 within 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.
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 online 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!