SAN JOSE, CALIFORNIA -- Complaint: Store 10402, Complaint against: Store Manager. I was having coupon with 15% discount to be offered during 12th till Dec – 19th Dec on $75 USD purchase. I selected full item price fragrance $74 dollar & clearance item. After standing 15 min in billing line, the billing executive told that only full item price would be allowed for discount, hence he asked me to select another item and be in line again for billing.
After 1 hour of search in whole showroom, we were unable to find single item on full price, because today 12/17/2013 the whole showroom was offering 50% discount on every item. I came in to line again, waited for another 15 min to get to billing person & asked him to bill only item selected from clearance and asked him details about the coupon. He mentioned that coupon is not valid on clearance or sale 50% off item. I told him that then what is the fun of giving coupons to customers of specific date when on that date store would be offering 50% discount.
This means none of the coupon will work and make no sense to offer coupons to customers. He said he doesn't know and would not be able to answer anything. Then store manager pitched in and she said it's all company policies and they will not be able to do anything and these offers come from company and not from store. She had the same view of coupon not working because entire store is on 50% off. Then another sale executive came in and told this may work on 50% off. They asked me to select 50% off item now.
This was another waste of time to select another item which is 50% off and be in line again. I asked manager to give this in written to me. I have written version from manager and also coupons still intact. This was complete waste of my time and complete dissatisfaction. I will take this to legal department as I have written statement from the store manager.
RIVERCHASE GALLERIA, ALABAMA -- The first was an exchange on the same exact jeans except for size. I'm thinking no problem, even exchange, just need 1 size up. Wrong!!! I bought the jeans on sale so the girl said I would have to PAY the difference of sale price and regular price!!!! I tried telling her no, it's an even exchange, but she didn't listen. I returned them and left the store without the jeans.
Well I decided to read the return & exchange policy and sure enough I was right. I had to explain the policy to the employee. She had it backwards, if I had paid full price and they went on sale, depending on length of time determined & receipt becomes a factor in the difference. After much explaining I was finally able to make the even exchange.
Now that was in the boys dept. I also had to make an exchange in the men's. The girl helped pick out more jean for my older son - different jeans, different price so not a problem. Unfortunately they still didn't fit right so my son was just going to return them. It had been a few weeks but within the 60 days and he had the receipt. Well they told him it was credit and said they had to have the credit card so he drove back home and got my credit card. He returned only for them to say it wasn't on that card.
Well the only other card I had was my debit card and after researching had long since cleared. The employee should have given cash back (which they refused to do) - debit card is same as cash. Needless to say I will have to go back for the 4th time to get credit. I read how they hire pretty people but geez could they have brains too, or maybe turn the music down just a tad so you're not having to Shout over it. Fed up!!!
VA -- I bought a coat for my daughter last Thanksgiving and a boy tugged on the buttons and ripped it a month later. Heartbroken because of how much my daughter and I loved the coat, I contacted Abercrombie via e-mail to let them know what happened. They asked me to send them three different pictures. One close-up of damage, one of the tag, and one of the entire coat. Abercrombie gave me a refund stating that they apologize that the merchandise got damaged. Jessica from their customer service department helped me. I've been buying Abercrombie since high school, although pricey, the quality of their products have been great.
I'm surprised at all the negative reviews. I never write reviews but I do read them, especially because I purchase most things online. Let me first say, I purchase A LOT of stuff from Abercrombie and Abercrombie Kids, and Gilly Hicks (when they were still open). I have rarely purchased anything from Hollister, the quality doesn't seem as good as Abercrombie. Anyway, I have probably easily placed over a hundred orders, several hundreds of items over the years for myself and kids. I think the quality is excellent, styles are on trend and it's not ridiculously priced though I usually only purchase when they have some sort of promotional discount going.
There has only been 1 time that I have had to return something because of quality. A sweater I purchased had ripped up the seam after wearing a couple times. I sent an email to customer service and they responded I think next day and said they would ship me out a new one, no charge. I was actually kind of shocked that it was so easy.
Otherwise, quality on all the items over the years has been great. I think the quality of their coats/jackets Is especially good. I just purchased a faux fur lined parka for myself that I absolutely love. It weighs a ton, is so comfy, warm and cute and looks and fits just like some similar ones that cost 10x the price. I will continue to purchase from this company with confidence.
ONLINE STORE -- I had a terrible experience! I bought a gift card for my brother as a birthday present. I live in Florida and my brother in Massachusetts. After 5 days, I found out he did not receive the gift card. I talked in online chat and the clerk told me that my order was canceled!
The other day I called the central customer service, by the way it sucks! I could talk to an attendant after the seventh attempt! And I asked why they canceled my order, she simply said she did not know! And if I wanted to, she could give me an email so I figured out what happened! What??? This attitude was a great lack of respect for me as a customer!!! I was completely frustrated, because I wanted to surprise my brother, who for all that happened was not present and thinking I had forgotten on his birthday.
Although I like the brand, or rather, I liked the brand before this episode, because now I have disgust and decided NEVER buy, or enter this store! Abercrombie, Congratulations, you guys just lost another customer! Keep it up, treating your customers disrespectfully and you guys end up bankrupt !!!
CERRITOS, CALIFORNIA -- I made a purchase with Abercrombie on their website on February 5th, 2018. They offered me a $20.00 coupon to use on ANY order of $50.00 or more. I purchased two items. Total was $140 minus the $20.00 coupon plus applicable sales tax. I went to their store and returned one (1) item and they only returned $60.00 plus applicable sales tax. Abercrombie misled me to believe that I would receive a $20.00 discount on my order, yet they only gave me a $10.00 discount. I have tried to resolve this via email with their customer service, yet they will not refund my $10.00 plus sales tax. REF: Ref: Mislead by Club Offer of $20.00 off, $50.00 Purchase.
I purchased 6 items on Nov. 6th, 2016, it is now Dec. 7th 2016 and I still have not received my order. I ordered these items early, so I thought. I wanted these items before Thanksgiving. I was then hoping by Christmas, I am not convinced at this point that will occur either. They have shipped the order 2 times, no order received at my residence to date.
I have been on the phone with customer service at least 10 times, their response is unacceptable... "there is nothing we can do", "we cannot refund your money", "we cannot ship another order", "we do not know where your order is", "someone else received your order and there is still nothing we can do". So, I am at a loss, I have been charged, but have not received my order. Extremely dissatisfied.
MEMPHIS, TENNESSEE -- Hi, my name is George and I visited a store in Memphis, TN about 2 weeks ago. I was highly impressed with the customer service that the store presented. My grandchildren loves to shop at your store and as we were in Memphis visiting family we decided to stop at Wolf Chase Galleria.
I don't often send emails about great customer service but, when it is excellent I definitely want to reach out to companies to provide them. I am an old man as my kids would say but when I walked in your store I was greeted as if I was just an average aged person. I was asked if I needed help. I asked one female if she works off commission and she said no.
One girl I had a conversation with told me she was working that day with 3 managers. I took down all the names, it was a girl name Ira I spoke with, I am hoping I heard her correctly and she was very helpful. She gave me her manager's name and it was Dejun, Joceline, and Melanie. I really wanted to reach out regarding everyone's help because I was in the store with 4 grandkids and I could not help them.
One got on a ladder to grab jeans, another was helpful with dressing rooms, and the guy helped my grandson find a lot of stuff. I purchased a large amount of items that day. This will be the only store I will visit when I come back to see Elvis Presley's home. Thank you for finding helpful people for a great store. I did not know who to email. My grandkids loves Abercrombie.
NEW ALBANY, OHIO -- I have been dealing with Abercrombie customer service for over four months. I returned four separate orders using their return mailing instructions. Even after receiving my items they did not process my returns. For over a month they were unable to find my items. After giving proof they did get the items, it took another month plus multiple phone calls and emails for them to issue a return. I then only received a refund for one of the four orders and was told it was an issue with my bank. I contacted my bank, they completed an investigation and concluded they were never issued the money.
I have given bank statements and bank reports to show I did not receive the refunds. I was then told they could issue the refund via Paypal. I gave this information to them a month ago and have yet to see a return. I am continually told by phone representatives they will contact the return credit department and they will contact me through email. This has yet to happen. Do not return items to Abercrombie through their mail process. You will never get your money.
ORLANDO, FLORIDA -- I was read my email and I find a lot backorder from my purchased that I did last week, and then I decided to call and find out more information about it. So I got a TERRIBLE EXPERIENCE OVER THE PHONE from the number... Answers to Frequently Asked Questions - 866 6813115 or +1 614 2193026. I got hang up 2 times. The guy that I was talk to, he canceled my order with OUT my permission, and I CAN proof that because when I called the message says "THE CALL WILL BE RECORDED."
I call on 02/11/2014 at 12:24 AM. So what I do not understand, how he canceled my order with OUT my authorization? How the company ABERCROMBIE expect the customer continue purchased from them when customer like me have the HORRIBLE CUSTOMER SERVICES likes this? How I will be able to fix this? I lost a lot time looking over Abercrombie website and select item for me to purchased and I will like to be better treat than what I got tonight. I HOPE you guys from management team will be able to fix that or otherwise I won't be purchased from ABERCROMBIE AGAIN.