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