Abercrombie & Fitch Complaint - Cancellation of Abercrombie Ruehl Hollister Online Orders
I have been a customer of A&F Co. since I used to live in the United States
back in 1993. Moving back to Europe in 1998, I kept indulging myself to your
casual luxury. Gradually, my interest expanded to all the brands of your
company, including the infamous Ruehl.
Being extremely upset, especially after learning many people share my
feelings via forums and internet blogs, I quote the following excerpt:
[...Ruehl Initiated Order Cancellation: Although it is rare that it would be
necessary for Ruehl to cancel an order...].
Concerning the above, I would like to inform you that Ruehl is highly
motivated when it comes to cancelling orders of unsuspected clients. Mass
order cancellations have occurred the past few months without the slightest
notification (orders #s: 69075, 68793, 68787, 68365, 68999, 72925, 73646,
73770 and 73779). Not to mention that
Ruehl_Orderservice@Ruehl.com never replied to my related enquiry.
Regarding the use of credit card, since all my orders have been unreasonably
cancelled by your company, I was infuriated to find out that "authorization
holds" remained in my account for 15 days for each order, whereas you define
3 to five business days!! Since I work in the bank sector, I know what that
Ruehl policies concerning fraud are well respected. However, it seems that
Ruehl manipulates those policies in an attempt to size down the on-line
orders and considers that all customers are suspects or potential criminals.
22nd century management and marketing rules don't comply with that. If the
company wishes to restrict the shipping policies, maybe you should consider
excluding overseas orders once and for all.
Otherwise, re-inventing your company as "Rude" might give you the
competitive "edge" in a market that values concept.
Be sure that your current "marketing" concept and customer treatment are
forming a negative public image.