In this economy, customer service should be more of a priority than ever ...
LANGHORNE, PENNSYLVANIA -- My husband, son, and I visited the A&F store in Langhorne, PA today (Oxford Valley Mall); my son had received some A&F gift cards for his recent birthday, and was excited about shopping for some new clothes.
We spent just about all of his giftcard money - spending in excess of $300 - at the store today, for purchases including a sweatshirt, several long- and short-sleeved shirts, and a $40 bottle of Colden cologne. When we arrived home and my son went through the shopping bag, we discovered that the cologne had not been placed in the bag with his other items.
After looking up the telephone number on the web (the sales receipt has a store location number, but no telephone number??), my husband called the store to tell them about the error. We did not want to have to make the trip back to the mall because of an error on the sales associate's part, and my husband asked the person to whom he was speaking if they would please (and yes, he used that word) ship us the cologne ... which they did, in fact, find at the counter, and admitted should have been placed in our bag.
The person on the telephone said that they "are not able to send anything out of the store"; when my husband asked to speak with a store manager, the person to whom he was speaking said that *she* is the store manager. My husband then asked for the name and contact info for a regional manager. The A&F person told us that they cannot give that telephone number to customers, and directed us to go to the website to put in a complaint.
We did locate a phone number on the web that was described as an A&F customer service number, but when my husband called that number, he was told that there is no longer a telephone option for A&F customer service; again, he was instructed to use the "customer service" option on A&F's website.
All we want is to speak with an actual living, breathing person, in "real time", who has some authority. We don't think that asking A&F to ship the cologne to us (and foot the bill for the shipping) is asking too much, considering that the error made was on the part of the store personnel. We have been polite and respectful, and we are well-educated (to respond to a couple of the comments on this site made by A&F employees that denigrate A&F customers, painting a majority of A&F customers as rude and self-entitled) ... but we do think that good customer service is not too much to ask for.
I don't want to send an email out into the black hole of cyber-space, particularly since I suspect that - based on many comments here - I'll never receive anything but a canned response. Besides, I just checked the A&F website, and there is NO specific link to a customer service portal; the closest I could find was a link to "contact us", with only 500 characters permitted and only a small handful of "subjects" ... that DON'T EVEN INCLUDE CUSTOMER SERVICE! (sorry to yell - I just find that unbelievable!!)
I understand that A&F may have needed to trim some costs in today's economy, but perhaps trimming them from the customer service arena was not the best idea.
I guess we'll wind up having to shlep back to the mall. I hope they don't give us a hard time when we go to pick up our cologne that we've been assured is "behind the counter"; we have our receipt, but who knows? Given the prices that they charge for the clothes there, and the way their customer service policies seem to be (de-)evolving (this site has been an eye-opener), I'm not sure how quickly we'll be returning to A&F.