Abercrombie & Fitch Complaint - Bad Customer Service
SAN JOSE, CALIFORNIA -- I placed an order w/ Abercrombie and Fitch (A&F) through their website back in Jan 2009. Price of one of the items I purchased was reduced before I received the shipment. Since there is no written store/on line policy indicating that price adjustment cannot be made for on sale items, I contacted A&F for a price adjustment. A&F replied that...
"We are happy to process a price adjustment if your item (the same color and size) has been reduced within 14 days of the original purchase date. We only offer a price adjustment for merchandise purchased at the original price (items originally purchased from the Clearance section are not eligible for price adjustments).
Unfortunately, since your Alexandra was not purchased at its original full price, we would be unable to offer an adjustment."
My request to A&F for a price adjustment was unsucessful so I contacted American Express, my credit card company for advice. American Express advised that they will investigate the incident, if A&F is unable to provide a store policy for declining price adjustment on sale items then American Express will deduct the adjustment from our payment to A&F.
After investigation, American Express decided that our claim was legitimate and gave us $20 credits for the price adjustment.
Since this incident, I have attempted to place 6 other orders on line with A&F between Jan-Jun 2009, and they declined every single order I placed. I inquired A&F via email to find out why my orders have been canceled. A&F replied on 06/12/09...
"Our records indicate that you have disputed a charge with us in the past. We reserve the right to decline further transactions related to the disputed charge.
Abercrombie & Fitch
Research and Resolution
Yet before I received A&F's reply on 06/12/09, I successfully made a purchase at their Valley Fair, San Jose store on 06/11/09 using my American Express card, the card that I have been using to place my on line orders in the past 6 months and got declined by their on line operation.
I believed A&F has an unfair business practice at their on line operation that is not in accordance to their store policy.
- The Company does not put their price adjustment policy in writing on their website.
- The Company failed to address to their client's legitimate request of price adjustment.
- The Company failed to provide proof of company price adjustment policy to credit card company but decline client's orders as a result of credit card company's decision.