Abercrombie & Fitch Informative - Issue with the store manager
ARLINGTON, VIRGINIA -- My teenage daughter wears Abercrombie Kids clothes every single day of the year (she's a petite teenager). Recently we were in NYC where the only option was Abercrombie & Fitch -- four floors of loud music and darkness and the strong aroma of A&F perfume. My daughter and her friend bought matching sweat jacket (I didn't even look at the price). She wore it one day. Upon returning home, I washed the sweat jacket according to the instructions. Upon retrieving it from the dryer, I found the zipper broken (the bottom part had fallen off).
While my daughter was in school last week, I found a moment to make an exchange at my local A&F store, without the receipt, but with my credit card statement in hand. The manager was absolutely unwilling to discuss an exchange/store credit with me as (1) the sweatshirt had been worn, and (2) I had no receipt. He gave me a business card with the phone number for Customer Service. I then stood in the store and proceeded to call (using my cell phone) Customer Service. After waiting 12 minutes for a Customer Service representative, I was greeted by a friendly person on the other end of the phone and she managed to be able to find the purchase, the amount of purchase, and proceeded to give the manager the information he needed to continue with a store credit.
The manager gave me back my cell phone, continued ringing up purchases, and eventually brought a form over for me to fill out and sign. He then said, "I guess the unfriendly manager isn't so unfriendly after all", to which I replied, "Uh, yes you are." And he said, "Have you ever realized you can't get sugar from spice." I looked at him in disbelief as I thought I had been quite patient and civil despite his unfriendliness (I called my husband to get his credit card number for the woman at Customer Service and told my husband that manager was lacking in customer service skills; I didn't think the manager could hear me.) I then suggested he at least try to act mature to which he replied, "oh my god, you're at least twice my age, aren't you?!"
He then asked me to sign my name on the form and leave the store. I took my sweet ol' time signing me name as I was in no hurry, and he grabbed the form from me and walked away.
My daughter currently has DRAWERS full of Abercrombie Kids clothing. Once this $64 credit has been consumed by her, I will NEVER take her to Abercrombie or A&F. There's better quality, less expensive clothing out there.
Also, there's no place for customer feedback on the Abercrombie web site. Thanks to this "unfriendly" manager, I've done some Google searches and find I've been an uneducated consumer. I now know better than to spend my discretionary income at such an unworthy store.