Abercrombie & Fitch - Page 3

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1.0 out of 5, based on 9 ratings and
92 reviews & complaints.

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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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Abercrombie & Fitch Accuses Customers Of Fraud Daily
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. Not only that, recently my partner and I ran a test on them to see who they would randomly exclude from purchasing from their online store. They canceled his order just because we are at the same address. He had only purchased once prior to this and they canceled his order without notice, just as they did me.
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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Customer Service - Lack thereof
Posted by on
My letter to their customer service dept which is still processing...
It seems that there customer service is just a superficial as their models...

----
Hi There,

I had placed 2 orders from your online store:
#XXXXX totaling $289.76
#XXXXX totaling $77.07

On Sunday evening (March 20th at approx. 6pm)

On Tuesday morning (March 22nd) I rc'vd 2 email blasts for 25% discount on my purchases. I called your customer service at 11am to see if I would be able to adjust my current orders to reflect the discount. The gentlemen who took my call was not very helpful, rude and was not able to help me understand how I would be able to go about applying this discount or even suggesting that I cancel my orders and reorder them.

I then proceed to replace my orders so that I could get my discount which I was able to do with success.

When I called your customer service to cancel my previous orders the first person that I spoke to was a lady who informed me that the items had not yet shipped and were being packed and there was nothing that could be done. When asked as to why if an item that has yet to be shipped why can it not be cancelled? Her response was "that is just the way it is!" I found this not very helpful and I found her to be extremely rude and when I asked her to not speak me in such a rude demeaning tone she got more offensive and then hung up on me.

I called back a 3rd time and spoke a gentlemen who was more polite and again gave the same answer - that an order that has yet to be shipped still cannot be cancelled. When asked to speak to a supervisor I was informed that Supervisors do not take calls no matter the situation. It was suggested that I could return my items to the store for a refund minus the shipping and handling charges.

Needless to say I am very frustrated with the lack of customer service that I have received from your company and I would like a full refund including the shipping and handling charges.

Just before I wrote this email, I noticed that Abercrombie & Fitch in the last 36months has had over 380 complaints through the Better Business Bureau and is listed at 259th out of 383 companies for customer service.

I would like to have this resolved quickly and efficiently.

Much thanks
J

-----


     
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Worst Customer Service
Posted by on
CHEEKTOWAGA, NEW YORK -- I went to Abercrombie tonight to return my sons blue, 2 week old coat that had a broken zipper..I have the receipt. I left with nothing, not even my sons broken coat. They kept it..Yes, the did. They gave us a new blue one in exchange for the broken one and my son decided he wanted red instead. We put the new blue coat on the shelf and took a red one, after getting a employees OK to swap them. On our way out of the store they wanted to know what we did with the blue one they gave us and we told them we put it back on the shelf..Needless to say they didn't believe us (after we spent another $380 there) and said they couldn't let us take the red one until we proved that the blue exchange coat was still in the store. They questioned me about my other son who had on a navy blue coat (got a receipt for that one too) and more or less said we were leaving with NO coat. I not only spent $380 in there tonight but I lost $167 for a coat that I PAID for 2 weeks ago that broke.(keep in mind with receipt in hand) I called the police, yes I did, and the police said it was a civil matter. Tomorrow its on to corporate and if I get nowhere...I will be seeing them in court when I file a lawsuit. I have never been treated like a thief and a liar, especially after spending so much money in a store. AND then for them to imply my other son may have a coat that belongs to them on? They are ridiculous...and to make matters worse, I had to go and buy my son a coat or he wouldn't have had one to wear to school tomorrow...Can you believe that? The police actually watched videos with them and said they don't want to press charges, they would just like me to leave..Of course, they CANNOT press charges because I was returning an item with a receipt, I am the one that called the police on THEM, because they STOLE from me($167.00) and I am the one without my merchandise now..I will be seeing them in court alright...Mark my words...
     
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Needs to Improve Customer Service and Item Availability
Posted by on
MASSACHUSETTS -- Company need to practice better customer service and merchandise availability. I understand a high demand for popular seasonal items such as skirts, scarves, sweaters, etc. However, when shopping the store several times in the last 18 months, the mannequin displays are generally dressed in the same clothes since the last visit. Yes, they update some with the latest accessories and such, but when a customer inquires about a certain item, the sales representative always has the same answer: "I'm so sorry, we just ran out of those!" Yet, there are dozens of displayed scarves, for instance, hanging at an arms reach that are not for sale.

Walk in 3 weeks later, and you'll see the same displays with the same clothes/accessories. You then inquire, "Will you please point me to where those scarves on display are located?" Answer: "Oh I'm so sorry, we just ran out of those!" My reaction: "How about the items on that mannequin, may I see that sweater?" Answer: "We don't have that either, and we aren't expecting anymore..those are discontinued." My reaction: "I understand, but I was told that about a month ago, so why do they remain on display?" Answer: .

The first few times I was told this, I brushed it off thinking that the young teenage kids who work there really don't know what's going on. However, after visiting several different stores I've noticed this same pattern. 18 months later I still see the same skirts and shirts on a mannequin they don't sell.

Could you imagine walking into a restaurant and the menu displayed outside or at the Hostess desk had lots of good salads and entrees, but once you're seated and ready to place your order, your waiter announces, "I'm so sorry, but we don't carry that anymore; our menus just say we do because those are great selling items."

     
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Refused refund with receipt
Posted by on
COLUMBUS, OHIO -- I attempted to return a $49.00 item today to A&F with my credit card receipt. The employee stated that the register couldn't process the refund because the receipt didn't have a barcode. When I originally purchased the item, the A&F store employee had mistakenly given me the store receipt and kept my receipt. The employee/manager agreed that store policy states a customer will be given full refund with a receipt but her hands were tied....the "register" would only allow her to give me a store credit.

This is an excellent example of extremely poor customer service and I will not return to A&F. Should you choose to shop A&F, be sure that your receipt has a barcode.
     
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Refund Policy
Posted by on
I have been purchasing A&F clothing for my kids for ten years, on Dec.6th 2009 we had our first return ever with Abercrombie. My sons grandmother purchased two coats online for him and they were the largest size Abercrombie makes XXL. After ten years wearing Abercrombie my son finally has reached a point in growth and he pumps iron for football that he no longer fits their XXL size. When we came in with the receipt and asked for a refund in cash we discovered that with Abercrombie per their policy once you spend money in their store you virtually can never receive a refund for cash, Never! you are bound to a store credit or exchange. In fact unless you use cash money for your purchase which in today's world is almost non existent, everyone uses debit or credit or sometimes old fashion cash. This especially presents a problem when you receive a gift. Even though we had a receipt we were told that we would literally have to drive 200 miles and pick up the actual card used by grandma and bring it to the store and they would credit the card. Or we could pay $7.00 fee mail the stuff back receive no credit for the original shipping, wait fro grandma's card to be credited back. Then work it out with grandma later to replace his gift. We called before driving 200 miles to the nearest Abercrombie store and were told that with the receipt we could be refunded, but when we arrived at the store everything changed and we were treated rudely by the store manager, also all other customers in line behind us were made to wait and watch this complicated situation while four other Abercrombie employees stood around folding clothing and listening to the heated exchange while offering no help to the other customers waiting it was truly pitiful. After 10 years and thousands of dollars spent on Abercrombie merchandise I will never ever give them my business again never! Abercrombie needs to change their policy and get with the real world their return policy is specifically designed to trap all customers needing a reurn for cash into never receiving a fair transaction. Their policy is specifically designed to force a customer to only repurchase from them via the form of store credit or exchange, forget about gift receipts also, still you can not ever get your money back. I am sure that this policy ensures Abercrombie of profits guaranteed as most people out of pure frustration give up and rather than spend more money using the mail return and being treated like a criminal by the store themself for being unfortunate enough to receive a gift from someone else that can not be used and being forced to shop only with Abercrombie via store credit! Bottom line once they have your money you will never get it back whatever your reason for return is!
     
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Unacceptable service from a store supervisor
Posted by on
TAMPA, FLORIDA -- On my way to the airport I stopped to purchase clothing from Abercromby and Fitch as gifts. The person I asked to help me find a size was arrogent and rude. I was able to find some tees and hoodies by myself but it took some time as most of the tees were on the top shelf. At the checkout the person I had spoken to was on the telephone for over twenty minutes. When I told her I had to catch a plane she said that there were other customers ( three young people who could not make up their minds) There was another employee who was spending a great deal of time folding clothing. Other than the customers who could not decide on their purchase, the store was empty. I found out that the ill-mannered clerk was the supervisor. How do I complain to a person of authority?
     
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Online Rip Off
Posted by on
It was the first time I had ordered from A&F UK online. I had problems right from the start!

1. I didn't receive a confirmation email
2. I was overcharged for the item, with a random Beijing bank account taking the funds. I thought it was a case of identity fraud - someone stealing my money.
3. A&F support advised it was their transaction and if I thought I'd been overcharged I should send in my bank statement! (To China)!!!
4. Product took 2 weeks to arrive, then was faulty. Zip too stiff to work, and cord missing from hood. The quality of material just feel cheap too.
5. A&F support said it cannot be returned to a store but must be shipped back to China and a cost of $35USD, and a fee of $10USD will be charged to my bank account as a handling fee, despite this being their fault!!! As I have already been overcharged, in trying to get a refund, I stand to pretty much lose everything I've paid.
6. Next I receive an email saying UK customers can choose to accept a 20% refund, and keep the item. So I have to just gift A&F £40 against my will.

I will never ever order from them again and definitely will be encouraging others not to as well. Its the fastest way to get ripped off!
     
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A Response To Many Negative Opinions
Posted on
I am presently a GM for Hollister Co. which is owned by Abercrombie and Fitch. I personally take customer service issues seriously but have found that parents (especially moms) expect me to return anything and everything due to their status of being a gift from god. As a company we lose millions of dollars a year in damaged/returned merchandise due to invalid returns. 99% of these Moms that come in are immediately rude and create demands which is not the way to approach any professional young or old. I have heard the snide "young man" innuendo countless times which is very degrading and obnoxious. This also immediately gives me or any manager the right to deny your return because none of us want to be talked down to.

The return policy clearly states that we have the right to deny any return or exchange for ANY reason. Customer service has no control over what we do as store/general managers. We have no direct communication with customer service and when they call we educate them in policies they are not aware of. Trust me this is just as annoying for us as it is YOU the consumer. The education or lack thereof in store operations for those individuals working on the customer service side is a huge oversight. Obviously if the return is valid you will not have a problem returning the merchandise. When you bring in merchandise that is washed, worn and stained don't expect to be taken seriously.

No customer should ever be treated unfairly or spoken to in a rude manor and I can completely agree with that complaint being a consumer myself. Feel free to exercise your right to call customer service and log a complaint be specific and it will be emailed to all of the DM's Within that region. If a store receives 2 legitimate customer service complaints within a 1 month period they get put on something that is called bottom 10. This is an extremely embarrassing list that is issued to all stores within the company listing who can not 'obviously' provide quality customer service. Trust me when I tell you that this list is not something a store manager or general manager ever wants to be on.

Keep in mind... treat the manager with a little respect they work 10+ hours a day and a minimum of 45 hours a week. The managers are not stupid or uneducated everyone is required to have a 4 year degree which is more education than 95% of the customers we deal with whom accuse us of being uneducated (18% of Americans have a BA and 38% have not completed High School). Most of us are career driven individuals who strive to provide YOU the customer with the best experience possible. Be respectful!
     
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