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Abercrombie & Fitch Complaint - Sensor Left On The Shirt I Purchased - Store Manager
Store Manager - Complaint
CAPITOLA, CALIFORNIA -- My husband bought me a shirt at the Abercrombie & Fitch store at Vally Fair Mall in San Jose, only to realize a few days later when I wanted to wear my new shirt that the sensor was still attached.
I went to the store at the Mall in Capitola ( nearby town ) mad that I have been inconvenienced to make another trip and waste my precious time just to have a sensor removed from the shirt. I did not have my receipt because I threw it away once I realized that I was going to keep the item. The manager of the store told me that there is nothing he can do about it without a receipt. He offered no time and no other options; such as looking up the Credit Card Number to find the purchase. He just said that it is a company policy and there is nothing that he can do about it.
How it can be possible that a customer who shops and spends its precious dollars at the store has to be punished for the mistakes of the employees. I asked him, if it was my responsibility to supervise the employee at the cash register while she was checking me out to prevent that from happening.
I also asked him how does he think that customers will keep coming back to the store if they are being treated this way. His response was that Abercrombie & Fitch already has lots of customers, one more or less... it doesn't matter. I mentioned that I spent $300 only this Christmas season shopping for gifts at the store, on which he replied that anybody can say that. His behavior tells me that he doesn't care for customers who shop at the store but thinks that already popular brand name will keep creating revenue for the company. I'm aware of how this business model will fail the company in the long run, because people who overpay for the item that they purchase, expect at least a decent customer service.
I left the shirt at the store just to demonstrate to the manager how somebody who paid for the shirt can't even have that shirt. But he didn't seem to get it or care for it.
I had sensors left on clothing several times when I shopped at Victoria Secret, A&F, Urban Outfitters... They were removed without a request to show them a receipt, and moreover seemed apologetic about the whole thing.
In hindsight I feel stupid that I let my emotions get in the way, and as a result lost what belonged me. But whatever, I certainly would rather lose a shirt, than be a dick to a people who don't deserve it.
I went to the store at the Mall in Capitola ( nearby town ) mad that I have been inconvenienced to make another trip and waste my precious time just to have a sensor removed from the shirt. I did not have my receipt because I threw it away once I realized that I was going to keep the item. The manager of the store told me that there is nothing he can do about it without a receipt. He offered no time and no other options; such as looking up the Credit Card Number to find the purchase. He just said that it is a company policy and there is nothing that he can do about it.
How it can be possible that a customer who shops and spends its precious dollars at the store has to be punished for the mistakes of the employees. I asked him, if it was my responsibility to supervise the employee at the cash register while she was checking me out to prevent that from happening.
I also asked him how does he think that customers will keep coming back to the store if they are being treated this way. His response was that Abercrombie & Fitch already has lots of customers, one more or less... it doesn't matter. I mentioned that I spent $300 only this Christmas season shopping for gifts at the store, on which he replied that anybody can say that. His behavior tells me that he doesn't care for customers who shop at the store but thinks that already popular brand name will keep creating revenue for the company. I'm aware of how this business model will fail the company in the long run, because people who overpay for the item that they purchase, expect at least a decent customer service.
I left the shirt at the store just to demonstrate to the manager how somebody who paid for the shirt can't even have that shirt. But he didn't seem to get it or care for it.
I had sensors left on clothing several times when I shopped at Victoria Secret, A&F, Urban Outfitters... They were removed without a request to show them a receipt, and moreover seemed apologetic about the whole thing.
In hindsight I feel stupid that I let my emotions get in the way, and as a result lost what belonged me. But whatever, I certainly would rather lose a shirt, than be a dick to a people who don't deserve it.
Comments:
Posted by justcuz3993 on 2008-12-19:
If the sensor was still attached to the shirt, the alarm would have gone off when your husband left the store, right?Did he ignore the alarm or go back to the counter right then?
I've had this happen before too, mistakes happen, cashiers are human too. It takes just a couple of minutes to go back and take care of the problem right then and there.
I've had this happen before too, mistakes happen, cashiers are human too. It takes just a couple of minutes to go back and take care of the problem right then and there.
Posted by Soaring Consumer on 2008-12-19:
Wow if that is a manager's reaction I would never go back.
Since the store has the shirt again make sure your husband files a charge-back, as they probably resold the shirt.
Since the store has the shirt again make sure your husband files a charge-back, as they probably resold the shirt.
Posted by moneybags on 2008-12-19:
Occassionly, the sensors go dead and do not sound the alarm. Hopefully, he paid w/c or debit.You can pullproof of debit from your atatement.Insist on assistance from manager w/your statement-proof. DO NOT TRY TO REMOVE YOURSELF. SOME OF THE SENSORS HAVE PERMANENT DYE!
Posted by bargod on 2008-12-19:
I'd be too chicken to go back into a store with product(senser still on) and no receipt. They would think I stole it there on the spot and am trying to pull a fast one.
Posted by yoke on 2008-12-19:
Abercombrie has loud music playing and if they don't take the sensor off you may not hear it. I had that problem, but it was with Holister, it wasn't until I was going into American Eagle and the alarm went off did I know the sensor was still on the item.
Posted by Starlord on 2008-12-19:
People make mistakes, that is why they put erasers on pencils. You do not have the responsibility of supervising the cashiers in a store, but you do have the responsibility to save your receipts until you are absolutely sure you will not need them. Taking the shirt with t he sensor still attached and no receipt back to the store was a bonehead move, as Asset Protection could have charged you with sholifting. You should have called and talked to someone on the phone, then, if they directed, take the shirt in. However, with no receipt, I am afraid you are SOL.
Posted by Stew on 2008-12-19:
Once again another case of a business makes the mistake but OP gets the blame. Bad customer.. bad.. Give me a break.
Posted by jktshff1 on 2008-12-19:
No Starlord, the pencil makes the mistakes, not the person writing, at least that's what the Anti 2A's would have you believe.
That being said, a pair of pliers and a screwdriver would have solved the problem of the sensor.
That being said, a pair of pliers and a screwdriver would have solved the problem of the sensor.
Posted by jktshff1 on 2008-12-19:
Posted by Kickboxer on 2008-12-19:
No the sensor didn't beep when me and my husband left the store. We did hear the beep when we entered the Macy's but since we didn't buy anything there we thought it wasn't us. I agree that we make mistakes and I'm not really mad at a cashier at the register, but the arrogance of the manager and lack of effort to try to help. He showed bold disrespect to the customer and me as a professional in the similar business to not accept or tolerate that behavior, and especially considering tough economic times we are going through when people are rethinking several times about spending their valuable dollars.
And no, I was not afraid to go back to the store with a sensor attached to the shirt as I didn't steal the shirt, and as an accountant I know that every business keeps its sales record, and access to that information takes only a few seconds if you have the CC number.
I'm not as bummed about the shirt that I paid for and didn't get to keep, as much I'm offended with treatment that I got for giving them my business.
As a result of this experience, and my own mission to serve my customers to the best of my abilities in my business, I decided that in the future I will spend my money elsewhere.
I bet that Hollister, O'Neil, Billabong, Volcom and others would love to have my business.
And no, I was not afraid to go back to the store with a sensor attached to the shirt as I didn't steal the shirt, and as an accountant I know that every business keeps its sales record, and access to that information takes only a few seconds if you have the CC number.
I'm not as bummed about the shirt that I paid for and didn't get to keep, as much I'm offended with treatment that I got for giving them my business.
As a result of this experience, and my own mission to serve my customers to the best of my abilities in my business, I decided that in the future I will spend my money elsewhere.
I bet that Hollister, O'Neil, Billabong, Volcom and others would love to have my business.
Posted by justcuz3993 on 2008-12-19:
Kickboxer, thanks for coming back and clarifying. I wish you hadn't left the shirt at the store, in the long run, A&E losing your business isn't going to hurt them. But that manager will continue to offer his poor customer service to many others if he continues to get away with it.
I agree with others that the receipt should have been present, but I also agree with you, there are times one doesn't have a receipt (it's happened to all of us, I don't care how many people say they've never lost a receipt)...and it's not like you were returning the item, you simply wanted the sensor removed.
I agree with others that the receipt should have been present, but I also agree with you, there are times one doesn't have a receipt (it's happened to all of us, I don't care how many people say they've never lost a receipt)...and it's not like you were returning the item, you simply wanted the sensor removed.
Posted by Ytropious on 2008-12-23:
That's when you go into Holister or any other clothing store with a similar tag and say "A&F didn't remove my tag for me and won't because I don't have a receipt, can you?" They have nothing to lose if your item still has tags on it and can see it isn't theirs. They probably would too, just to be helpful and get your sale.
Posted by Chitwngirl on 2008-12-31:
Oh heck no! Why walk away leaving the shirt? That only made it more realistic to the manager that it was a stolen shirt... (Which I realize it wasn't) I would have demanded they look up the sale as you suggested. It's not about the shirt it's about that manager now bragging he thwarted a scam...little does he know...
Posted by snon on 2009-03-28:
first of all., hollister and abercrombie are the same company, and both of their policys are the same, so therefore neither of the stores would have removed the sensor without a receipt... i work for the company, and unfortunately, this kind of thing happens often.. and even though this wasnt a stolen shirt, every so often, people walk through the store, pick up a shirt, go to the register, and say they dont have their receipt, and expect us to take off the sensor for them... by you leaving the shirt at the store, that doesnt prove anything to us, except the fact that you seem guilty about the situation.. the least you could have done was asked for a customer service card, and even though the manager in the store was thick headed, cs would have called the store and spoken to them and told them to remove it after looking up your transaction.. at store level, we cant look up transactions by credit card number... only way we can verify the transaction is if you know the exact register, and time you were being rung up on the register, and the other items you bought/which way you paid, or by showing id once we actually found the transaction... sure, some people working for the company do have a certian air about them, and should lighten up a bit, but im sure you didnt go in there happy as a peach, making him want to go out of his way for you...... when in doubt... save your receipt. =]
Posted by Ttereza on 2009-07-22:
This was my previous workplace, and again, things like this happen often.
In the policy's defense, I cannot begin to describe how many times a day this store is stolen from, (especially at mall locations.) At my location, we lost an average of 164 items a week. Furthermore, it is a high traffic company, so customer service is not stressed as a major issue to the employees very often.
However, I am disappointed with this story, it seems no resolutions were offered to this customer. Yes, a dozen people a week will tell this story to steal an item and ask for the sensor to be removed. But it is truly unfortunate for customers who were actually inconvenienced. Your options would probably be the following:
Call your CC company (if applicable), and try to explain the situation and have them halt payment for goods that were never given. Some companies do this, others do not.
For others who may encounter this situation, I would suggest calling the store in advance, explaining the situation from home to a manager, and arranging to have the sensor removed.
And please, do not leave your item in the store! If all else fails you could probably grab a teenager who would remove the sensor themselves for you! ;)
Side note, Ytropious, many stores will simply refuse to remove sensors from other stores, as it can easily be aiding in theft.
In the policy's defense, I cannot begin to describe how many times a day this store is stolen from, (especially at mall locations.) At my location, we lost an average of 164 items a week. Furthermore, it is a high traffic company, so customer service is not stressed as a major issue to the employees very often.
However, I am disappointed with this story, it seems no resolutions were offered to this customer. Yes, a dozen people a week will tell this story to steal an item and ask for the sensor to be removed. But it is truly unfortunate for customers who were actually inconvenienced. Your options would probably be the following:
Call your CC company (if applicable), and try to explain the situation and have them halt payment for goods that were never given. Some companies do this, others do not.
For others who may encounter this situation, I would suggest calling the store in advance, explaining the situation from home to a manager, and arranging to have the sensor removed.
And please, do not leave your item in the store! If all else fails you could probably grab a teenager who would remove the sensor themselves for you! ;)
Side note, Ytropious, many stores will simply refuse to remove sensors from other stores, as it can easily be aiding in theft.
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