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 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.
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?
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.