Abercrombie & Fitch Complaint - On-line Order not Received, Customer Service no Help
DENVER, COLORADO -- I am just flabbergasted. I went Christmas shopping the day after Thanksgiving. My daughter wanted a jacket from A&F. Her whole wardrobe is from there. The store did not have the jacket, so I ordered on-line. I was so happy. UPS leaves stuff on my doorstep without a signature, so being smart, I had my order sent to work. In tracking my shipment I see that it was delivered US Mail on Saturday 12/2. I'm excited to get to work on Monday and get my daughter's gift. It's not here! I wait until Tuesday, still not here. I call A&F customer service, and wait on hold for about 20 minutes. The customer service agent disconnected me. I call back and get a very pleasant girl. She advises me that I need to wait until 10 days after the order before they will do anything. I'm getting worried as my credit card has been charged $173, and I am sure that A&F will deplete their stock, and my daughter will have no Christmas gift. Meanwhile I have filed a claim with the Post Office. I call back on the day that the representative told me to. I get another pleasant representative and repeat my story. She tells me that she will need to speak to her supervisor. She comes back and tells me that there is nothing that they can do, that I will need to call back tomorrow or the next day if I still do not have my shipment, because it may still be coming. She told me that they would help me more "thoroughly" then. I remind her that the USPS tracking site shows that it was delivered. I ask for her supervisor. He gets on the phone and tells me that they can not do anything until tomorrow. I told him that I was really worried that they would run out of stock, and meanwhile I would not have my jacket, but have been charged. He checked and sure enough the stock is gone. I asked him to hold me one in another size. He told me that he can not do that, and I would have to call back tomorrow before they can take action. He did credit me for the $12.95 shipping that I was charged since the store did not have the item. This still does not help me. I advised him that they were in error shipping a $150.00 item with no signature required. He said that really there is nothing they can do since it was delivered. He then asked "is there anything else that he can do to help me". I told him yes, ship the item that I have paid for via a shipping service that requires a signature. He told me again I would have to call tomorrow before they could do "anything". I asked him what they would do tomorrow when I still do not have my package. He said that he can not answer that. I told him that whatever they do tomorrow should be what they would do today. He said not neccessarily. I reminded him that I have spent a ton of money at his store. He said that did not matter. I am just flabbergasted! The store representatives are so nice. Why would a company of this size with such good customers treat them this way? Why would they send a customer away without being satisfied? I got the impression that they did not even care that I have been charged, and my daughter has no gift. The guy was so flippant. I asked to speak to his manager, and he said that his manager does not take phone calls. I am just beside myself. I know that I would be fired for treating a customer this way. I will call back tomorrow, but after the way that I was treated today, I don't expect them to do anything. If they have the item in another size, I am sure that they will want me to pay again. I am in tears having been treated this way, and knowing that my daughter may not receive her gift.
I spoke to Drew at A&F again on Friday (the day that I was told) to call back. He was very pleasant and understanding. I repeated my story to him. He promplty shipped me another jacket. They now have the correct size back in stock. He shipped overnight Fed-Ex, and did not charge me again. I am very pleased. I did open a claim with the post office, and hopefully the item will be found so that it can be returned. My faith is restored! Apparently there is just one bad apple at the A&F help desk.