Abercrombie & Fitch Complaint - Customer Service - Lack thereof
My letter to their customer service dept which is still processing...
It seems that there customer service is just a superficial as their models...
I had placed 2 orders from your online store:
#XXXXX totaling $289.76
#XXXXX totaling $77.07
On Sunday evening (March 20th at approx. 6pm)
On Tuesday morning (March 22nd) I rc'vd 2 email blasts for 25% discount on my purchases. I called your customer service at 11am to see if I would be able to adjust my current orders to reflect the discount. The gentlemen who took my call was not very helpful, rude and was not able to help me understand how I would be able to go about applying this discount or even suggesting that I cancel my orders and reorder them.
I then proceed to replace my orders so that I could get my discount which I was able to do with success.
When I called your customer service to cancel my previous orders the first person that I spoke to was a lady who informed me that the items had not yet shipped and were being packed and there was nothing that could be done. When asked as to why if an item that has yet to be shipped why can it not be cancelled? Her response was "that is just the way it is!" I found this not very helpful and I found her to be extremely rude and when I asked her to not speak me in such a rude demeaning tone she got more offensive and then hung up on me.
I called back a 3rd time and spoke a gentlemen who was more polite and again gave the same answer - that an order that has yet to be shipped still cannot be cancelled. When asked to speak to a supervisor I was informed that Supervisors do not take calls no matter the situation. It was suggested that I could return my items to the store for a refund minus the shipping and handling charges.
Needless to say I am very frustrated with the lack of customer service that I have received from your company and I would like a full refund including the shipping and handling charges.
Just before I wrote this email, I noticed that Abercrombie & Fitch in the last 36months has had over 380 complaints through the Better Business Bureau and is listed at 259th out of 383 companies for customer service.
I would like to have this resolved quickly and efficiently.
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