Abercrombie & Fitch Informative - A Response To Many Negative Opinions - Customer Service

Posted by JohnInSoCal on 2009-02-18:

Just a quick question. If customer service has no say in what happens in the store, why are they there? Wouldn't that be money better spent by putting more money into the stores which would give you more payroll? If cusomer service at corporate is powerless, what is their purpose?

Posted by yoke on 2009-02-18:

As a "mom" who spends alot of money in Hollister I may think twice about shopping there now if that is how the "GM"'s feel about parents who return things that are damaged. I have never seen the attitude the GM is referring to from "moms". The GM must realize the clothes at Hollister and A&F are expensive, but poor quality. They tear easy and stains do not come out of the clothes. When a parent spends $30-50 for a tshirt they want the shirt to last more than a month.
I am lucky, my daughter has learned she can only buy from Hollister when the clothes are on sale. She is finally getting out of wanting everything Hollister and I am glad.

Posted by jktshff1 on 2009-02-18:

My question would be why aren't the cs reps schooled on company policies and customer relations before they are put in the hot seat? Probably save a lot of time and money.

Posted by KenPopcorn on 2009-02-18:

You could accept returns on 3 out of 4 sales, your profit margin is so high you'd still make money.

Posted by yoke on 2009-02-18:

You are correct in that 95% of the people you deal with have less education than you do, the reason being most are in middle school or high school.

Posted by soccermom12h on 2009-02-18:

Yoke is correct. The prices are very high and the quality is poor. My experience is that holes form in the middle of their shirts (as opposed to along a hem line where you MIGHT be able to sew it). This should not happen with normal wash and wear. I can't tell you how many shirts get holes, for no reason, within a month or two of purchase. When you consider how often the shirt is worn (once a week at best??), why shouldn't you refund money, or at least give store credit? Perhaps if the quality was better, the number of returns would drop.

Posted by madconsumer on 2009-02-18:

very helpful.

and so true and correct.

Posted by General Manager on 2009-02-18:

We do return items for quality its a legitimate return. But you spilling something on the clothing due to your negligence is not our responsibility. 95% of the people that pay are the parents... most malls have rules in place to not let children run rampant. We do accept 3 out of 4 returns because they are typically the ones that are legit. Customer service for the company is pointless they can not tell me what to do they only make recommendations or say 'could you do it just this one time...' Usually I still say no because I wont have customer service downgrade my authority within the store... not to mention I have been around twice as long as most of those reps. Corporate is not powerless but customer service is just there for you to call and complain to...someone who has the time to listen. We are expected to do a lot in one day...probably more than most do in one week at work. I don't downgrade moms but the ones that come into hollister are usually nasty because I personally have conversations with my own mother and she can not believe the stuff people say to me. Kids are spoiled rotten now and the parents enable them to act that way. Also, Hollister is for young kids so the parents that wear the clothes and act like children in front of their children is scary. I would never act the way a lot of these people do in front of my own kids. Be polite and explain the issue is what I am saying to you don't need to come in on the warpath to get your way because then you wont. Set a better example for your kids by being mature and getting what you need in an intelligent manor.

Posted by justbcuz on 2009-02-18:

GM, you do make some valid points....those of us that have worked in customer service know just how ugly some customers can truly be...esp when they are told 'no.' Thanks for posting this, it's a good reminder that we should approach others in the same manner we'd like to be dealt with.

Posted by soccermom12h on 2009-02-18:

Ok, General Manager, I feel better knowing that you do take most returns. Your original post did state "When you bring in merchandise that is washed, worn and stained don't expect to be taken seriously." I agree about the stained part, but the washed and worn part was what I disagreed with, based on my own experience with these holes showing up (and I am specifically speaking about Abercrombie...for some reason, Hollister doesn't seem to be a problem). As far as customers being rude, there is no excuse for that. I have never had a problem returning anything to Abercrombie, so I guess I am polite! Now, if you could just do something about that LOUD music... ;)

Posted by Ghost of Doc J on 2009-02-18:

I gotta 'high five' General Manager for coming in and telling what sounds like a very truthful story. Yoke hit the issue squarely on the head about why the staff at A&F has more education than the customers they serve. At best, unaccompanied kids have virtually no consumer savvy and less ability to defer gratification. A&F sells fad clothing. When parents shove their kids out of a car at the mall, the kids head to the place with a driving musical beat and fad clothing. I'm willing to bet that a lot of teenager's closets have masses of unworn A&F clothing dwelling on their floors. Hard to blame A&F for being a merchant and not a surrogate parent. Thanks GM, you offered bitter, but truthful medicine.

Posted by BokiBean on 2009-02-18:

"This also immediately gives me or any manager the right to deny your return because none of us want to be talked down to."

Wrong, that gives you the option to CHOOSE to deny the return because you don't like to be called 'young man'. But its certainly no reason to deny a return on its own.

Posted by General Manager on 2009-02-18:

Our company tells us that if a customer is hostile we can ask them to leave at any time. Which means if you are yelling at us over a return we can ask you to leave and or have you escorted out by security. The mall and the store is private property... many consumers don't get that...they think the mall is public domain or a place for them to vent their frustrations. The young man term must have really bothered you probably because you have said it before. The return will ultimately not happen because your behavior will get you nothing more than a request to leave the property. What the moral of this story is don't come into ANY store making demands, yelling, and screaming. No one will take you seriously. So BokiBean...RIGHT...We will always choose to deny your return based on your behavior and approach.

Posted by Stew on 2009-02-18:

Calling somebody 'Young Man' equals hostility? LOL.. Oh that's rich.

The customer is always right. Sam Walton said so and I'll believe so until such time somebody more successful than he retracts it.

Posted by BokiBean on 2009-02-18:

The young man term bothers me because you seem to think its an excuse to go into "attitude" mode and deny returns because you're unhappy with a customer's demeanor.

At some point, you will realize that you're dealing with the public, and all of them are not going to be friendly, or obsequious when bringing in a return. That's retail. Deal with it.

Yelling has nothing to do with it; we're not talking about people who deserve to be kicked out of the mall...we're talking about "moms" calling you "young man", which you seem to think gives you not only the impetus but the right to deny their return. Shame on you.

All of this is a prime example of why "young men" are frequently passed over for manager.

Posted by BokiBean on 2009-02-18:

And to straighten you out, I don't have kids, I don't shop at Abercrombie & Fitch and I don't call people "young man".

My insult of choice would be "kid" as in, "Listen kid, you're not in a position of power, its the mall."

Posted by Principissa on 2009-02-18:

Well my question is what should they call you? I don't like it when people call me girl or ma'am but I deal with it because either they are trying to be nice as in "hey girl" or they are calling me ma'am as a sign of respect. I'm only 28 so I am neither a girl or a ma'am but it doesn't mean that I can immediately go into "attitude mode" because someone is trying to be polite.

The real issues are that customers are nasty, not all of them, but some of them are just generally nasty people who you cannot please. They are the reason why you most likely assume that any customer who comes in after them will treat you exactly as they did, but in truth you don't know that.

It's part of working with the general public. There will always be bad apples in the bushel but you cannot let them rule your life, deal with it and move on, suck it up and be a man.

Posted by BokiBean on 2009-02-18:

Very true, Principissa. And a smart "kid" could turn it around and have those soccer moms eating out of his hand in no time flat. Soccer moms = business.

Posted by Principissa on 2009-02-18:

Exactly. If I got nasty with every person who called me girl or ma'am, I'd have nowhere left to shop! Sometimes people just tend to overreact when they are stressed out or they are just plain arrogant people who cannot be pleased no matter what.

A little smile and a "I'd love to help you, but I can't because of (insert reason here)" goes a loooong way.

Posted by BokiBean on 2009-02-18:

Yes, Principissa, its a two way street for real. Asking a cashier or manager, "are you ok?" goes a long way when they are having a bad day too..

Posted by yoke on 2009-02-18:

I wonder when the GM got fired? No GM would come onto a complaint board to complain about the customers.

BTW, if the teens did not go to the mall alone to look at the clothes Hollister would be out of business. Parents do not like going into the store. It is to loud and the perfume gives headaches!

Posted by Principissa on 2009-02-18:

Boki, I've smiled and asked a cashier how she was doing today and she looked like she would cry. I told her thank you and have a nice day and she beamed from ear to ear with a smile. It's not hard to be nice, it's a sucky underpaid job, and honestly, a little appreciation goes a long way. Now if the person working is just truly rude (I've run into them before) I just smile say thanks and go about my merry way.

Posted by yoke on 2009-02-18:

I have to wonder when this GM got fired. No GM would come onto a site like this and complain about customers. The GM has to realize that if it were not for these 'kids" going into Hollister alone to shop they would be out of business. Parents HATE going into the stores because they are loud, crowded and expensive.

Posted by BokiBean on 2009-02-18:

Principissa, I do the same and it really can make a difference between a bad day at the shops and a good one!

yoke, that's the kind of store I avoid like the plague. haha Stores that throw scent and music around give me a headache, literally.

Posted by General Manager on 2009-02-18:

Still working...Yoke. Sorry I hit a nerve obviously relax its not the end of the world. I have a ton of customers who thank me all the time for being polite and courteous. 9 out of 10 MOMS are rude and nasty. I know I work for the public principissa thanks for the reminder ;). I am not talking about every person that says ma'am or young man. You obviously need to take the time to read the entire post before you draw a conclusion. All in all I keep saying it speak to people in retail or any business like they are human beings. I am a consumer too Yoke which is why I do post on here...I always have good experiences dealing with problems in retail locations because I can sympathize with those people because their are customers like you. BTW Bokibean I thought about responding to you're kid comment but I am not going to dignify it with a response. Oh I will anyways...Bokibean this Kid just got done on his final interview for an executive level position and got the job...I will now being making six figures. You can continue to call people kids and they will laugh at you on the way to the bank. Soccer moms = annoying.

Posted by BokiBean on 2009-02-18:

Oh yeah 6 figures..right. Uh huh.

Posted by Stew on 2009-02-18:

6 figures isn't nearly as impressive as it used to be. If you ain't talking in fractions of a million you're just another working stiff punching a time clock.

Posted by yoke on 2009-02-18:

GM, are yu saying that you actually work in a store? I was just at our Hollister and they state that they do not have GM's in their stores. They do have store managers, but not GM's. Somebody must have just gotten their degree and their first job and is very impressed with themsleves.

Posted by BokiBean on 2009-02-18:

hahahahaha@yoke! He's prolly CEO by now..its been 15 minutes.

Posted by Ghost of Doc J on 2009-02-18:

I take back my high five for GM. Flaunting his new position and mocking people is a good way to get bit by Karma in the tukkes.

Posted by BokiBean on 2009-02-18:

No Doc, I think you were right about some of the points he made, they were valid and he's probably had more than his share of rude customers.

Only a couple of sentences struck me wrong. I'm just pokin him with a stick to hear him yelp.

Posted by Ghost of Doc J on 2009-02-18:

You can take out that aggression if I put on my uniform and you spank me. LOL!

Posted by jktshff1 on 2009-02-18:

If I did not call every lady a ma'am, my daddy would knock my socks off. I still do it. 'Course, I'm just a dumb old southern boy.

Posted by MissMarple on 2009-02-18:

Jkt, of course you are not a 'dumb old southern boy'. I'd be flattered if you called me ma'am.

Posted by BokiBean on 2009-02-18:

hahahaha@Doc!

jktshff1, that's cause you were raised right. ;)

Posted by justbcuz on 2009-02-18:

Another newbie vanishes into thin air...shocker

Posted by yoke on 2009-02-18:

justbcuz, he left because he is a fake. I am one of the "moms" he dislikes and I can assure you the employees at Hollister are nothing like the imposter that claimed to be a GM. I can guarantee the only reason why parents were yelling in Hollister is the music is so loud you do not have a choice but to scream. Anytime I have had to return something it was always done with a smile and a no problem.

Posted by jktshff1 on 2009-02-18:

nope boki, I'm left handed.

Posted by BokiBean on 2009-02-18:

Me too..but I punch right handed. (j/k!!)

Posted by jktshff1 on 2009-02-18:

lol

Posted by C2O on 2009-02-18:

Yes JC, a real shocker.

Posted by lllnm1984 on 2009-03-04:

First of all Yoke...Hollister does have GM's...just because your local one happens to be a low volume doesn't mean all of them fit the same mold. The management staffing depends on how much money the store makes in a year. (This is where rankings such as Elite, A Volume, B Volume etc come from.) Typically GM's are found in places like Mall of America, Mall of Georgia, Ala Moana etc. A typical A&F brand store(mine was a C Volume HCo) will have a Store Manager, a People Assistant Manager (handles interviewing, hiring, training, firing, scheduling, and HR), a Visual Assistant Manager (handles floorsets, floorset updates, and ensuring all fixtures within the store match Home Office compliance documents), a Impact Assistant Manager (handles shipment receiving and processing and pretty much does the same for the stockroom that the VAM does for the sales floor), and until the economy took a hit most stores had what was referred to as a plus 1 which was basically a management trainee who would eventually get promoted when one of the Assistant Managers either got promoted, transferred or just quit.

Posted by sherdy on 2009-03-05:

Frankly, paying top dollar for crap made in Malaysia, India, Pakistan and the like is a little mind numbing. If I want Hollister on something, I'll pay two bucks for a Sharpie and write it on the sleeve. I mean, if all you want is the name, it's easy enough to do and then, after spending $10 on a hoodie at Walmart that you would pay $40 for at A&F, you don't get so upset. Those places charge top dollar because people will pay top dollar, quality be darned.

Posted by yoke on 2009-03-13:

Illne1984, I guess what Hollister calls a "General Manager" is just an old fashioned manager, they just put "general" in front of the title to look more impressive. To me a GM is a person who is in charge of a District, not a store.
My daughter and most of her friends were obsessed with Hollister for awhile. Lately they do not want Hollister and the last few times we have been in the store has been dead. Rumor has it that the one at our mall is closing and I have to believe it. They usually have alot of stock and there is nothing.

Posted by YoucancallmeGod on 2009-04-24:

Amen. I work in customer service as well, and there is nothing worse than having to help someone with a bad attitude. It honestly does nothing but affect the service the person receives negatively. Earlier today as a matter of fact, I had a guy who came in to return something and unfortunately the manager was a little busy. He wound up having to wait about a total of 5 minutes which is nothing to make a scene about. Anyway, when the manager finally came out he started cussing at her and demanded he get a free pair of pants. We didn't even return his clothes because he made such a scene, we just asked him to leave the store. People can be so stupid sometimes.

Posted by heysmiley on 2009-05-23:

You can write whatever you want in your return policy, just like I can say I can fly. If only those people who believe you knew their rights...

Posted by pjbartel on 2009-09-03:

I'm not complainging about customer service in the stores or the products. What my problem is that I was overcharged over $50 when I was at the store and I live in Canada. It's impossible for me to drive back so I called the store and the Manager was great and said that it was "head offices" fault for not changing the prices in the system. She said to email them but the funny thing is they don't respond. I've searched online for a contact number and all the numbers I've tried say to email them that they don't have a number to call. The other numbers that I've tried all direct me to the online ordering department and after speaking to someone there, they said the same thing, that you need to email them. After searching online I have also discovered how many other people have the same problem trying to contact customer service. This is crazy, how can a multi million dollar company run their company like this...oh wait, that's how, they don't have to deal with the public,they let the employees at the store do it. I'd love to report customer service to the Better Business Bureau, but I'm sure they'll have a hard time trying to contact them too....

Posted by martham on 2010-10-06:

Definitely agree. I have been working for A&F for quite some time...and I know this GM is 100% correct. It IS the MOMS who are the trouble makers. I have a long list of things that have happened within the store that have CAUSED me to get an attitude with a customer. Here's a few:

-I've been called a "stupid little girl who can't even add and subtract" while trying to figure out a customer's return for about 5 minutes. Turns out she gave us only half the merchandise she wanted to return. Not my fault, but got insulted in the process. Imagine just having to take an insult like that and not being allowed to say anything back.

-Been accused of stealing a customer's credit card. She put it in her wallet but in her MOM-like frenzy, didn't notice. Okay so now I'm a stupid little girl, and a theif and fraud.

-I have been physically pushed, because I gave a customer a $25 FREE gift card rather than the $50 she thought she deserved. She was blatantly trying to scam us, too.

-I've had a woman tell my manager I am an awful employee and should be fired because I only gave her 8 boxes for her 14 items, when we were running low on boxes. She called the next week to continue to yell about how horrible I was.

-A group of MOMS with their daughters came into our store at 8:50 on a Friday night and preceded to thrash everything and make fun of us for trying to fold up behind them. They pulled my manager aside and said we had bad customer service and were rude. My manager told them they were being rude. How is it okay for the lady to say it to us, but not okay for us to say it back when it's the truth? Later, after close, we found their daughters had scraped dog feces off of their shoes onto our fitting room mirror. So let's see now I'm a stupid theif who has been pushed, and now I have to clean up dog waste.

-I told a woman I could not hold her items (busy Saturday afternoon right before Christmas) but when she came back in I'd help her find every one of the items again. She said I was a horrible employee, rude, and should not have a job.

-Best one: manager hands a girl her bag of merchandise and says "there you go, have a good day!" The girl says "thank you!" The MOM with the girl says, "oh no no no honey, SHE thanks YOU. You don't thank her. You are in HER store so SHE thanks YOU."

Really?????????????????? These are only the things I can remember too.... Faith in humanity lost longgggg ago. Wouldn't you have an attitude, too if this is how you were treated every day?????????? The end. Thanks.

Posted by Former Store Manager on 2011-08-01:

I started at A&F right out of college, because unfortunately the economy tanked two months before I graduated from college and I got stuck working for some crappy retail joint. Basically, the customers are extremely rude, but I hardly blame them. As soon as you walk in a store, you are blasted by ridiculously loud/crappy music, strong cologne, and attacked by the bored women's 1/bettys 1 model. You finally find your way to the item you are looking for, and it's not in your size. You try to find someone to help you, but you can't because the employees are just as disoriented as you.

My advice, give the employees a break. They probably hate the store more than you do... Better yet, don't shop there. It is a terrible company that treats its customers and its employees with the same disrespect.

PS, don't let your kids work there. They will be taught to judge people, and will constantly be judged themselves by managers, district managers, regional managers, etc.