Abercrombie & Fitch Complaint - Abercrombie sucks. - Online shopping/Customer Service/Policy
If you order online, just pray and pray that it processes without troubles. Because once any problem occurs, you will regret that you have order from them or even known the brand. I ordered it online because I didn't want to get headache from their sweat and sewage mix smell of the store, the product they called "perfume".
Customer service? They are morons. I can tell you now, if you have problem with them and call, All they are going to say? "We are doing everything we can do" I don't even hear them typing record of the phone call.
I'll tell you what happened to me. I Still haven't got a package that I order 2 weeks ago. When I told them I haven't receive the package but on track&confirm it says it already have been delivered. I shipped it to my work. It's business property and I saw the mailman and FEDEX truck on that delivery day but they didn't come. WTF? So they said they will check what is going on and will send another package. Apparently 7 out of 12 items were sold out and no longer available. I really wanted to find the original package so I called USPS to find out where it is, they said they'll talk to the mailman but I don't think they are doing much. our tax has been wasted.
I spoke with 6 CS reps for last 3 days to figure out what is going on and what they are doing to fix it and to find where the original package is. They are f**ing useless people ever. Nobody would say they apologize for this incident except one guy name Dwayne.
All other representative just said, here are the name, representative named David, Rachel, Skye, etc, "hey we are doing everything we can here. just sit tight and wait, you know? That's ALL you can do. It's not our fault that the package is LOST. It's the POLICY" word by word. So at that point, I was sick and tired of dealing with this people so when I called to cancel the second package order,
One representative name Jasmine said I can't even cancel my order since it's already packed. When I called 2 hours ago spoke with Dwayne, he said if I want to cancel one item I need to cancel whole order and I could do that 2 hours ago. And it'll be packed that night for shipping next day. If I want to return it I need to pay $7 smart label fee or go to store and return it. Or I can REFUSE to receive the package, if that's the case they will charge me full price for all the item because Fedex is not going to ship it back to them. And of course, abercrombie being so cheap ass they won't pay Fedex to get the package back. So it's my f**king money and responsibility to pay Fedex and send back their useless product to bunch of morons so they can sell it again and scam others.
THE SAD FACT? EITHER OR I WASTED MY TIME AND I WONT GET THE MONEY BACK FOR STUPID SHIPPING. I might have just spend whole s*** load on NOTHING. While I was talking to Jasmine for 20 minutes, and she was keep saying that they can't cancel my order and that's the policy.
So I asked "Can I get a copy of your policy? You can send it to my email. Do you want my email address? oh right, you have it in file. Can you send me the copy now?" AND! there was little beep beep as if the supervisors were listening and telling her on the other line to hang up the phone. I did ask her "Hello~ Jasmine are you there?" "... yes, yes I'm here" "I hear beeping noises, maybe your supervisor is telling you something on the other line, maybe they can DO SOMETHING? "Hey supervisor! how about a copy of your policy?" and then she said "There is nothing we can do about your package"
And another beeping, So I said "Of course, because it's the policy as your supervisor told you. So will you send me a copy? I think I have a right to take a look"
And she goes "this is getting really unproductive and I will need to hang up because I can't help you with anything else for you" So I said "You can get me a copy of policy" and she goes "you can find it if you want blah blah" and she hung up on me. what a bi***.
you know what? I doubt that I'm sending this package back with f***ing smart label since I need to pay money for that and who knows they might just say that they haven't received the package and won't refund anything. I might take the whole package to the store and open it there so I can get the money back without spending another $7 for smart label but still need to spend money for gas.
They screw over so many people who likes their over-priced product. Wasted their time and literally took their money. This company is a f***ing scam.
I don't know how abercrombie stores are still out there with this kind of s*****y customer service.
So I have researched in BBB and found this. This is BBB record.
BBB processed a total of 380 complaints about Abercrombie & Fitch in the last 36 months, our standard reporting period. Of the total of 380 complaints closed in 36 months, 201 were closed in the last year.
These complaints concerned :
+ 46 regarding Advertising Issues
7 - Advertised price not honored
12 - Advertised terms not honored
9 - Advertisement did not disclose all conditions required to take advantage of an offer
3 - Advertisement misrepresented a product
1 - Bait & switch advertisement
3 - False or unsubstantiated claims in advertisement
11 - None of the Above - Advertising Complaint Issue
+ 35 regarding Billing or Collection Issues
11 - Failure to correct billing errors
1 - Failure to substantiate charges
1 - Improper collection practices
9 - None of the Above - Credit, Billing or Collection Complaint Issue
5 - Unauthorized bank debits
8 - Unauthorized credit card charges
+ 6 regarding Contract Issues
4 - Failure to honor a contract or agreement
1 - None of the Above - Contract Complaint Issue
1 - Unauthorized changes to the contract or agreement
+ 65 regarding Customer Service Issues
21 - Failure to provide promised assistance or support for products or services
8 - Failure to respond to phone calls or written requests for assistance or support
12 - Inappropriate behavior by customer service personnel
24 - None of the Above - Customer Service Complaint Issue
+ 59 regarding Delivery Issues
2 - Delivery of unordered products
1 - Late delivery of products
44 - Non-delivery of products
1 - Non-delivery of services
11 - None of the Above - Delivery Complaint Issue
+ 22 regarding Product Issues
15 - Defective, damaged, or incorrect product received
7 - None of the Above - Product Quality Complaint Issue
+ 109 regarding Refund or Exchange Issues
25 - Failure to honor promised refunds, exchanges, or credit
36 - Failure to honor refund, exchange or credit policies
48 - None of the Above - Refund or Exchange Complaint Issue
+ 33 regarding Sales Practice Issues
8 - None of the Above - Sales Complaint Issue
1 - Sales presentation did not disclose complete pricing information
11 - Sales presentation did not disclose key conditions of the offer
3 - Sales presentation misrepresented the product
1 - Sales presentation misrepresented the service
6 - Sales presentation not consistent with advertisement
3 - Sales presentation used dishonest sales practices
+ 5 regarding Service Issues
1 - Delayed completion of service
1 - Improper or inferior service
3 - None of the Above - Service Complaint Issue
These complaints were closed as:
+ 290 Resolved
134 - Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
156 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
+ 22 Unresolved
22 - Company failed to resolve the complaint issues through BBB voluntary and self-regulatory process.
+ 68 Administratively Closed
I say, these are the people who are pissed off enough and old enough to file a complain. Most of abercrombie customers are teens and young adults. And it's probably their parents who filed the complaints. I'm proud of all of you who filed the complaints and appreciate your time to deal with this f***ed up company. I am serious.
Good luck buying from abercrombie where it marked as 30 worst company in US. I made my mistake once and I learn from my mistake. I noticed that Abercrombie is usually in corner unit of the mall at the very end with naked people on the wall. I don't know how that is attractive. Actually pretty disgusting along with sweat smell perfume.
I wanted to think that my incident was one of million but as you can see there are people who did filed complaints on BBB. And I'm sure there are people like me who just let things out on the online review. I'm 23yr and will not spend any penny in this company for rest of my life if it even lasts that long. so I prob won't bother contacting BBB I already spend 6hours of my life trying to track down the package myself and dealing with stupid morons. As long as I get my package as promised in couple hours I won't bother contacting BBB. If I don't get the package I am going to contact BBB.
Maybe people would email/phone bomb the company one day. I'm sure if they piss off enough ppl someday, I have a mysterious feeling that it WILL happen one day.
You suck abercrombie.