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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Abercrombie & Fitch meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Abercrombie & Fitch include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 407 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

407 complaints closed with BBB in last 3 years | 90 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 52
Billing/Collection Issues 25
Delivery Issues 92
Guarantee/Warranty Issues 1
Problems with Product/Service 237
Total Closed Complaints 407

Customer Reviews Summary Read customer reviews

16 Customer Reviews on Abercrombie & Fitch
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 16
Total Customer Reviews 16

Additional Information

BBB file opened: January 01, 1966 Business started: 06/04/1892 in OH Business started locally: 06/04/1892
Type of Entity

Corporation

Business Management
Mr. Jonathan Ramsden, COO Mr. Christos Angelides, President - A&F Ms. Fran Horowitz, President - Hollister Mr. Arthur Martinez, Office of the Chairman
Contact Information
Principal: Mr. Jonathan Ramsden, COO
Business Category

Clothing - Retail Childrens & Infants Wear - Retail Mens Clothing & Furnishings - Retail Womens Apparel - Retail Fashion Accessories

Service Area
The scope of this BBB report concerns retail and e-commerce matters nationwide.
Alternate Business Names
Abercrombie Kids Hollister Co.
Additional Information

Abercrombie & Fitch Co. is a specialty retailer headquartered in New Albany, Ohio. The company offers Abercrombie & Fitch, Abercrombie, Hollister Co., Gillly Hicks and Abercrombie Kids brands in retail stores throughout the United States, through catalogs, and via e-commerce websites www.abercrombie.com, www.abercrombiekids.com, www.hollisterco.com. Credit card/billing matters for this company are processed by Comenity Bank which provides credit card and billing account services for many retail stores and businesses nationwide. BBB maintains a separate report on Comenity Bank which is available at www.bbb.org.


Customer Review Rating plus BBB Rating Summary

Abercrombie & Fitch has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1500 Polaris Pkwy Space 2220

    Columbus, 43240

  • 235 Easton Town Center

    Columbus, 43219

  • 3968 Easton Station

    Columbus, 43219

  • THIS LOCATION IS NOT BBB ACCREDITED

    4670 Merchants Park Circle

    collierville, TN 38017

  • 5043 Tuttle Crossing Blvd.

    Dublin, 43017

  • 6301 Fitch Path

    New Albany, OH 43054

  • PO Box 182168

    Columbus, OH 43218

  • THIS LOCATION IS NOT BBB ACCREDITED

    7900 Ritchie Hgwy

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    8200 Perry Hall Blvd # 1100

    Nottingham, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    8200 Perry Hall Blvd.

    Nottingham, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 8882 170 St NWWest Edmonton Mall

    Edmonton, AB ABT 5T4

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Crossgates Mall Road#B114

    Albany, NY 12203

  • THIS LOCATION IS NOT BBB ACCREDITED

    21182 Salmon Run Mall Space 117

    Watertown , NY 13601

  • THIS LOCATION IS NOT BBB ACCREDITED

    4155 Route 31

    Clay, NY 13041

  • THIS LOCATION IS NOT BBB ACCREDITED

    7979 Pittsford Victor Road

    Victor , NY 14564

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Walden GalleriaGalleria Mall

    Buffalo, NY 14225

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sangertown Square

    New Hartford , NY 13413

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Walden GalleriaGalleria Mall

    Buffalo, NY 14225

  • THIS LOCATION IS NOT BBB ACCREDITED

    40 Catherwood Road

    Lansing, NY 14850

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    1 Crossgates Mall Road#B114

    Albany, NY 12203

  • THIS LOCATION IS NOT BBB ACCREDITED

    7979 Pittsford Victor Road

    Victor , NY 14564

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sangertown Square

    New Hartford , NY 13413

  • THIS LOCATION IS NOT BBB ACCREDITED

    21182 Salmon Run Mall Space 117

    Watertown , NY 13601

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Mall Rd # 2

    Salem, NH 03079

  • THIS LOCATION IS NOT BBB ACCREDITED

    4 Rockingham Park, 99 Rockingham Park Blvd

    Salem, NH 03079

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    310 Daniel Webster Hwy Ste 116

    Nashua, NH 03060

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    25 the West Mall,PO Box 101

    Etobicoke, ON ONM 9C1

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    1151 Martin Grove Road

    Etobicoke, ON ONM 9W4

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    1201 Boston Post Road #2051

    Milford, CT 06460

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    1201 Boston Post Road #2051

    Milford, CT 06460

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    194 Buckland Hills Drive, Suite 1038

    Manchester, CT 06040

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    194 Buckland Hills Drive, Suite 1038

    Manchester, CT 06040

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    500 South Rd

    Farmington, CT 06032

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    500 South Rd

    Farmington, CT 06032

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    5065 Main ST apce 171

    Trumbull, CT 06611

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    5065 Main ST apce 171

    Trumbull, CT 06611

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    850 Hartford Turnpike, Ste R217

    Waterford, CT 06385

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    850 Hartford Turnpike, Ste R217

    Waterford, CT 06385

  • THIS LOCATION IS NOT BBB ACCREDITED

    313 Smith Haven Mall

    Lake Grove, NY 11755

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    1 Galleria Drive

    Middletown , NY 10941

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    313 Smith Haven Mall

    Lake Grove , NY 11755

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    199 Water St.

    New York, NY 10038

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    720 5th Avenue 8th Floor

    New York , NY 10019

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    1000 Ross Park Mall Dr Ste H08

    Pittsburgh, PA 15237

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    138 S Allen St

    State College, PA 16801

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    143 W Bridge St

    Homestead, PA 15120

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    200 Monroeville Mall

    Monroeville, PA 15146

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    2170 Robinson Center Dr

    Pittsburgh, PA 15205

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    301 S Hills Vlg

    Pittsburgh, PA 15241

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    5800 Peach St

    Erie, PA 16565

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    143 W Bridge St

    Homestead, PA 15120

  • THIS LOCATION IS NOT BBB ACCREDITED

    18 Trotters Way

    Freehold, NJ 07728

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    651 Kapkpwski Road

    Elizabeth, NJ 07201

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    700 Paramus Park

    Paramus, NJ 07652

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    Cherry Hill Mall2000 Rt. 38 Ste 722

    Cherry Hill, NJ 08002

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Garden StateM3 Garden State Plaza

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  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Menlo Park

    Edison, NJ 08820

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Hooper Ave

    Toms River, NJ 08753

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    1750 Deptford Center Rd Ste Mm

    Woodbury, NJ 08096

  • THIS LOCATION IS NOT BBB ACCREDITED

    2058 Willowbrook Mall

    Wayne, NJ 07470

  • THIS LOCATION IS NOT BBB ACCREDITED

    277 Woodbridge Center Dr #2630

    Woodbridge, NJ 07095

  • THIS LOCATION IS NOT BBB ACCREDITED

    3710 Route 9 South

    Freehold, NJ 07728

  • THIS LOCATION IS NOT BBB ACCREDITED

    1665 State Hill Road

    Wyomissing, PA 19610

  • THIS LOCATION IS NOT BBB ACCREDITED

    3900 Rockhill Drive

    Bensalem, PA 19020

  • THIS LOCATION IS NOT BBB ACCREDITED

    2300 East Lincoln Highway

    Langhorne, PA 19047

  • THIS LOCATION IS NOT BBB ACCREDITED

    4600 Jonestown Rd

    Harrisburg, PA 17112

  • THIS LOCATION IS NOT BBB ACCREDITED

    142 Lehigh Valley Mall

    Whitehall, PA 18052

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    11924L Fair Oaks Mall

    Fairfax, VA 22033

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    353 Park City Center

    Lancaster , PA 17601

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    132 Lehigh Valley Mall

    Whitehall, PA 18052

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    21100 Dulles Town Circle

    Dulles, VA 20166

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    2500 West Moreland Road

    Willow Grove, PA 19090

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    2700 Potomac Mills Circle 921 925

    Woodbridge, VA 22192

  • THIS LOCATION IS NOT BBB ACCREDITED

    7101 Democracy Blvd. Space 10

    Bethesda, MD 20817

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    9159 Brookville Road

    Silver Spring, MD 20910

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    1365 N. Dupont Highway

    Dover, DE 19901

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    Concord Mall

    Wilmington , DE 19803

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    715 Christiana Mall, Space #117

    Newark, DE 19702

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    232 Southpark Ctr.

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    26300 Cedar Rd. Suite 2010

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    7850 Mentor Ave. Suite 810

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    2700 Miamisburg Centerville Rd

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    27500 Novi Road

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    1982 W Grand River Ave #540

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    14600 Lakeside Cir # 2140

    Sterling Heights , MI 48313

  • THIS LOCATION IS NOT BBB ACCREDITED

    6501 North Grape Rd.

    Mishawaka, IN 46545

  • THIS LOCATION IS NOT BBB ACCREDITED

    6501 Grape Rd # 448

    Mishawaka, IN 46545

  • THIS LOCATION IS NOT BBB ACCREDITED

    6650 S Westnedge Ave Ste 219

    Portage, MI 49024

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    3200 S Airport Rd W Ste 210

    Traverse City, MI 49684

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    4700 Wilson Ave SW # 2182

    Grandville, MI 49418

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    3563 Nicholasville RoadStore #545

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  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 Shelbyville Rd

    Louisville, KY 40207

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    717 East Highway 131 Suite 412

    Clarksville , IN 47129

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    5000 Shelbyville RoadSt. Matthews Mall

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    10300 Southside Blvd. Space #1255

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    1500 Apalachee Pkwy, Ste. 1405

    Tallahassee, FL 32301

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    7304 Abercorn Street

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    1500 Apalachee Pkwy, Ste. 1405

    Tallahassee, FL 32301

  • THIS LOCATION IS NOT BBB ACCREDITED

    10300 Southside Blvd

    Jacksonville, FL 32256

  • THIS LOCATION IS NOT BBB ACCREDITED

    7304 Abercorn Street

    Savannah, GA 31406

  • THIS LOCATION IS NOT BBB ACCREDITED

    5001 Monroe St # 1460

    Toledo, OH 43623

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 N Point Cir

    Roswell, GA 30075

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 North Point Circle

    Alpharetta, GA 30022

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    1000 North Point Parkway

    Alpharetta, GA 30022

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Town Center Mall - 400 Barrett Parkway

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    3393 Peachtree Rd NE Ste 4042

    Atlanta, GA 30326

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 Ashford Dunwoody Rd. Space #27

    Atlanta, GA 30346

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 Buford Dr Ste 1033

    Buford, GA 30519

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Ernest W Barrett Pkwy NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    3279 Bel Air Mall

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    7236 East Chase Pkwy

    Montgomery, AL 36117

  • THIS LOCATION IS NOT BBB ACCREDITED

    246 N New Hope Rd

    Gastonia, NC 28054

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 Sharon Rd Ste 141

    Charlotte, NC 28211

  • THIS LOCATION IS NOT BBB ACCREDITED

    11025 Carolina Place Pkwy Ste B11

    Pineville, NC 28134

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 N Green River Rd

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 N. Green River Rd. #412

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 North Green River Road#320

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    2100 Hamilton Place Blvd Ste 150

    Chattanooga, TN 37421

  • THIS LOCATION IS NOT BBB ACCREDITED

    3131 Manchester Expwy #13A

    Columbus , GA 31909

  • THIS LOCATION IS NOT BBB ACCREDITED

    3131 Manchester Expy Ste 49

    Columbus, GA 31909

  • THIS LOCATION IS NOT BBB ACCREDITED

    410 Four Seasons Town Centre, Suite 104

    Greensboro, NC 27407

  • THIS LOCATION IS NOT BBB ACCREDITED

    2801 Memorial Pkwy Sw Ste 280

    Huntsville, AL 35801

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Turtle Creek Dr., Ste. 290

    Hattiesburg, MS 39402

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 E. County Line Road, Ste. 246

    Ridgeland, MS 39157

  • THIS LOCATION IS NOT BBB ACCREDITED

    2011 N Roan St # D2

    Johnson City, TN 37601

  • THIS LOCATION IS NOT BBB ACCREDITED

    3001 Knoxville Center Drive, #0

    Knoxville, TN 37924

  • THIS LOCATION IS NOT BBB ACCREDITED

    3279 Bel Air Mall

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Lynnhaven Pkwy

    Virginia Beach, VA 23452

  • THIS LOCATION IS NOT BBB ACCREDITED

    4325 Glenwood Ave # 121

    Raleigh, NC 27612

  • THIS LOCATION IS NOT BBB ACCREDITED

    4325 Glenwood Ave # 122/123

    Raleigh, NC 27612

  • THIS LOCATION IS NOT BBB ACCREDITED

    5959 Triangle Town Blvd

    Raleigh, NC 27616

  • THIS LOCATION IS NOT BBB ACCREDITED

    5959 Triangle Town Blvd Ste 1060

    Raleigh, NC 27616

  • THIS LOCATION IS NOT BBB ACCREDITED

    6702 Fayetteville Rd # 2290

    Durham, NC 27713

  • THIS LOCATION IS NOT BBB ACCREDITED

    6702 Fayetteville Rd # 2460

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  • THIS LOCATION IS NOT BBB ACCREDITED

    1925 E. Market Street

    Harrisonburg , VA 22801

  • THIS LOCATION IS NOT BBB ACCREDITED

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  • THIS LOCATION IS NOT BBB ACCREDITED

    7427 Dadeland Mall

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    7535 N. Kendall Dr.

    Miami, FL 33156

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  • THIS LOCATION IS NOT BBB ACCREDITED

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  • THIS LOCATION IS NOT BBB ACCREDITED

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    Sarasota, FL 34238

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    Estero, FL 33928

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    Port Richey, FL 34668

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Skokie, IL 60077

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    Aurora, IL 60504

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    G111 Woodfield Shopping Center

    Schaumburg, IL 60173

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    N301 Woodfield Shopping Ctr

    Schaumburg, IL 60173

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    5 Woodfield Mall # L302

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  • THIS LOCATION IS NOT BBB ACCREDITED

    260 King St

    Charleston, SC 29401

  • THIS LOCATION IS NOT BBB ACCREDITED

    320 W Kimberly Rd

    Davenport, IA 52806

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    700 Haywood Rd # 305

    Greenville , SC 29607

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    Spartanburg , SC 29301

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    11461 W 95th St Spc 176

    Overland Park, KS 66214

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    Independence, MO 64057

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    Myrtle Beach, SC 29577

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    Madison, WI 53719

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    95 N Moorland Rd

    Brookfield , WI 53045

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    2500 N Mayfair Road

    Milwaukee, WI 53226

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    2500 North Mayfair Road

    Milwaukee, WI 53226

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    2500 N Mayfair Rd

    Milwaukee, WI 53226

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Wauwatosa, WI 53226

  • THIS LOCATION IS NOT BBB ACCREDITED

    4301 W Wisconsin Ave Space 412-416

    Appleton , WI 54913

  • THIS LOCATION IS NOT BBB ACCREDITED

    95 N Moorland Rd

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  • THIS LOCATION IS NOT BBB ACCREDITED

    1178 Burnsville CtrUpper Level, 2043

    Burnsville, MN 55306

  • THIS LOCATION IS NOT BBB ACCREDITED

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  • THIS LOCATION IS NOT BBB ACCREDITED

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    Maple Grove, MN 55369

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  • THIS LOCATION IS NOT BBB ACCREDITED

    3001 White Bear Ave N

    Maplewood, MN 55109

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    12425 Elm Creek Blvd N

    Maple Grove, MN 55369

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    Osseo, MN 55369

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 Adams St Ste 422

    Mankato, MN 56001

  • THIS LOCATION IS NOT BBB ACCREDITED

    10301 Pacific St # 31

    Omaha, NE 68114

  • THIS LOCATION IS NOT BBB ACCREDITED

    10000 California St Ste 3628

    Omaha, NE 68114

  • THIS LOCATION IS NOT BBB ACCREDITED

    3001 S 144th St Ste 2030

    Omaha, NE 68144

  • THIS LOCATION IS NOT BBB ACCREDITED

    10000 California St Ste 2549

    Omaha, NE 68114

  • THIS LOCATION IS NOT BBB ACCREDITED

    2950 Pine Lake Rd # B

    Lincoln, NE 68516

  • THIS LOCATION IS NOT BBB ACCREDITED

    4001 W 41st St

    Sioux Falls, SD 57106

  • THIS LOCATION IS NOT BBB ACCREDITED

    4001 W 41st Street 620 Empire Mall

    Sioux Falls, SD 57106

  • THIS LOCATION IS NOT BBB ACCREDITED

    660 Manhattan Town Center

    Manhattan, KS 66502

  • THIS LOCATION IS NOT BBB ACCREDITED

    7700 E Kellogg Dr # 1354

    Wichita, KS 67207

  • THIS LOCATION IS NOT BBB ACCREDITED

    Towne East

    Wichita, KS 67207

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 Wabash Ave #240

    Springfield, IL 62704

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Altamonte Springs, FL 32701

  • THIS LOCATION IS NOT BBB ACCREDITED

    8001 S Orange Blossom Tr Suite 1210

    Orlando, FL 32809

  • THIS LOCATION IS NOT BBB ACCREDITED

    9101 International Dr.Suite 1204

    Orlando, FL 32819

  • THIS LOCATION IS NOT BBB ACCREDITED

    9401 West Colonial

    Ocoee, FL 34761

  • THIS LOCATION IS NOT BBB ACCREDITED

    411 South County Center Way

    Saint Louis, MO 63129

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    3661 Eisenhower Parkway

    Macon, GA 31206

  • THIS LOCATION IS NOT BBB ACCREDITED

    3450 Wrightsboro Rd

    Augusta, GA 30909

  • THIS LOCATION IS NOT BBB ACCREDITED

    2825 S Glenstone

    Springfield, MO 65804

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Branson, MO 65616

  • THIS LOCATION IS NOT BBB ACCREDITED

    660 Manhattan Town Center

    Manhattan, KS 66502

  • THIS LOCATION IS NOT BBB ACCREDITED

    Towne East

    Wichita, KS 67207

  • THIS LOCATION IS NOT BBB ACCREDITED

    5488 S Padre Island Dr Ste 1144

    Corpus Christi, TX 78411

  • THIS LOCATION IS NOT BBB ACCREDITED

    5488 S Padre Island Dr Ste 1144

    Corpus Christi, TX 78411

  • THIS LOCATION IS NOT BBB ACCREDITED

    22610 US Hwy 281 N # 113

    San Antonio, TX 78258

  • THIS LOCATION IS NOT BBB ACCREDITED

    22610 US Hwy 281 N # 113

    San Antonio, TX 78258

  • THIS LOCATION IS NOT BBB ACCREDITED

    6401 Bluebonnet Boulevard, Suite 1136

    Baton Rouge, LA 70836

  • THIS LOCATION IS NOT BBB ACCREDITED

    6401 Bluebonnet Boulevard, Suite 1240

    Baton Rouge, LA 70836

  • THIS LOCATION IS NOT BBB ACCREDITED

    6155 Eastex Fwy Ste 124

    Beaumont, TX 77706

  • THIS LOCATION IS NOT BBB ACCREDITED

    6155 Eastex Fwy Ste 124

    Beaumont, TX 77706

  • THIS LOCATION IS NOT BBB ACCREDITED

    6155 Eastex Fwy Ste 404D

    Beaumont, TX 77706

  • THIS LOCATION IS NOT BBB ACCREDITED

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  • THIS LOCATION IS NOT BBB ACCREDITED

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    Dallas, TX 75240

  • THIS LOCATION IS NOT BBB ACCREDITED

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    Frisco, TX 75034

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
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A- 4.33
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B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/26/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order online (order ************, but the package never arrived. I reported to the company's customer service, and they initiated a replacement for the missing item. However, later that day, they cancelled the replacement items and refused to take further actions, and simply emailed me that "because you have had a previous shipping issue there is nothing we can do to assist you with this order". The previous shipping issue that they mentioned is similar: broken seal tape and and several items missing from a order placed in December. These are all caused by their improper packaging and shipping methods. I don't think customers should take the responsibility for the broken seal and/or missing items/packages. Even worse, as a customer, I feel assaulted as they seemed to blame me for deliberately reporting missing items. When one order is shipped, the seller should be responsible for safe and reliable shipping and arrival of the packages, and if issues happened, the seller should take the responsibility in finding the missing items. But, what AF did is simply telling me to "Feel free to contact the shipping carrier to get a better idea of where and when this package was delivered, but there is nothing further our company can do for you."

Desired Settlement: I require a refund for my stolen package and an apology from Abercrombie & Fitch kids.

Business Response: Dear *******, 

Thank you for contacting us about your recent abercrombiekids order ***********. We apologize for the frustration caused by the recent missing package. We were unable to resend the replacement items because of your prior history of delivery issues. As a one time courtesy we have issued a refund of $207.45. Please allow three to five business days for the credit to appear back in your account. 

Once again, we apologize for the inconvenience.

Sincerely, 

Customer Service Team
abercrombiekids 

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

This is my first time ordering from this company. I ordered the lace embroidered baby doll dress from their website that was on sale for $27.20 in a size large. This is an online only item, so I ordered the dress size based upon a different dress that I tried on at the store. Upon receiving the dress and trying it on, I found it to be to big, thus unwearable. I then called customer service about simply exchanging the dress for a size medium.

It was a horrible and stressful conversation with a customer service rep who informed me that their procedure for the "exchange" is to have me mail back the dress and there is no guarentee that I would be able to get the size I needed if they happened to sell out of the item before they received the wrong size back, even though the item was currently in stock when I looked online. If they were sold out at the time, then they would just refund the card. When I expressed that I really loved the dress and that it was purchased at a great sale price, and I'd prefer to just exchange it for another size, I was then informed to my shock that he would actually charge me MORE to exchange the dress, since it was no longer on sale!

So if they DID have the medium dress I desired in stock, ****** explained that they would refund the $27.20 for the large, then CHARGE $68.00 for the medium before mailing out to me the "exchanged" dress!!! This does not ethically make sense and seems fraudulent. If I had just mailed it in without calling, I NEVER would have known they were going to charge me more for the same dress! I have NEVER experienced getting charged more for an exchange before!

I asked ****** to speak to a manager, where he stated that they do not have any managers at the call center who could assist me or override this. He then told me that I like have to send the call center an email and they would forward my complaint, but the email for anyone with higher authouity is not available for the public, only able to be sent by them. This also does not make sense for a business to barricade a customer from reaching anyone who would be able to resolve an issue in a timely professional manner.

Desired Settlement: I desire to receive the size medium Lace Embroidered Babydoll Dress Cream in size medium without being charged at the non sale price. Since I did purchase it at $27.20 and it is the same item, I would expect the price to remain the same for an exchange, as it does at all of the other stores I shop at. (Actually the clothing stores here perform even exchanges unless it is at a lesser price, where they credit you the difference, but they NEVER charge more!)

Business Response: Dear ********

Thank you for contacting us about your issue. We are truly sorry for the inconvenience that has occurred.

We have sent an email to your *********************** account with this same information.

Please go ahead and place a new order on our website for the dress in the size that you want. Go ahead and choose next-day shipping as well.

Once you have placed the order, please reply to the email that we sent to your yahoo.com account with the new order number and we will adjust the price of the item to match your previous purchase, as well as waive the shipping cost.

You can go ahead and return the other dress using the enclosed return label. We will waive the return label fee. If there is a store near you, you can always make the return there too with your shipping invoice. 

Again, we are truly sorry for the inconvenience that has occurred. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards,
******* ******

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello,I asked customer service from the Hollister website chat if I could use my Visa gift cards to place an order from them. The customer service person I spoke to said that she didn't know and to try to use them anyways and see what happens and that if the order was cancelled, I would receive an email notifying me the order was cancelled. She also told me if it got cancelled to just call in customer service and try the order again over the phone. I spoke to customer service again yesterday because I was waiting for a confirmation email, since it told me the order went through,to tell me my order shipped because I selected three day shipping. I never received any confirmation email from them and when I spoke to customer service again the person I spoke to told me my order was cancelled and that he didn't know why it got cancelled and then he gave me an email for their customer service research team. I emailed customer service asking them why my order was cancelled and if they could fix the problems with my order so that my order can be placed and I received an email back from them saying "This order was canceled and we are unable to accept future orders from you. Our records indicate that you have disputed a charge with us in the past." I have no idea what charge it is they are talking about. This is the first time I have ever ordered from them. And I've shopped at the store and have never disputed a charge. So I don't know anything about a charge. And I have a feeling their going to make up some charge because I am looking online and I have found webpages from other people saying that Hollister has a charge on them too for something that they did not do at all which is against the law for companies to do.

Desired Settlement: I would like an apology from them and for them to fix my order.

Business Response: Dear ******

On January 23, 2014 Abercrombie order *********** was placed. This order was shipping to **** ****** *** *** ******** **, which is the same address you are using on yoru order. The shipping name on this order was ***** ******. 

On February 26, 2014 we received a chargeback against this order with a fraud reason code (reason code 83). 

As the charback was listed as a fraudulent transaciton, and shipping to the same address with the same last name, we are unable to accept future orders in order to mitigate risk.

Sincerely

Customer Service
Abercrombie & Fitch

Consumer Response: It's over a year now and my mother was never once notified about the charge and customer service was rude to me.
Regards,
***** ****** **

5/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on Aug 2014 in they website.But after they cancelled my order.I have not received my money till now.I had contact the custom service many times want to solve the problem.But they can not give the reasonable evidence to prove they have refund to me.My bank do not have this refund record.Considering the website belongs to the US company, So I wrote to you want to solve the problem.Thanks!

Desired Settlement: Give the refund to me.

Business Response: Dear ******

Thank you for contacting us regarding your refund. We are sorry for the inconvenience that has been caused. 

According to our system, we attempted to refund this order twice, however the refunds seem to have failed. 

We re-sent the refund request on April 14. It does not seem to have failed, so you should be seeing it on your account shortly.

If you don't see this refund after 7 business days, please reply here and let us know, and we can take another look.

Sincerely,

Consumer Response:  I have not received the refund (14/4/2015) because my credit card can only receive RMB and USD, can't receive the HKD. So please refund the HKD947 to my PAYPAL account.

My PAYPAL is *************** Thanks!

Regards,

***** ****

Business Response: Dear ******,

Thanks for writing back. Our merchant processor has confirmed that they processed the refund on April 14. You should be seeing it on your account shortly.

Sincerely

Customer Service
Abercrombie & Fitch

Consumer Response: I have already called my credit card bank center and confirmed haven't received the refund. As this dual-currency credit card only accepts CNY and USD these two currencies, the amount of 947 in HKD is neither recognizable than nor acceptable, this is also the reason of last two failures of refund. I had contacted your HK customer service many times, providing my Paypal account and demanding the refund via Paypal, but regret that there is still no positive feedback from you since last August. My Paypal accout is **************. I hereby request an immediate refund to my Paypal without any more delay. Tks n rgds.

Regards,

Yinfu Zhou

Business Response: Dear ******

Thanks for writing back. We are sorry for the inconvenience. We will go ahead and send this refund via PayPal. You should receive it no later than 5 business days.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards,

***** ****

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to share my recent unpleasant customer experience. I feel I was treated unfair and I'm looking for justification. Recently, I have placed 2 orders. However, both of them were cancelled with the following reason provided by Research and Resolution team: "This order was canceled and we are unable to accept future orders from you. Abercrombie kids is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website." I am not selling the Abercrombie and Fitch products anywhere! I'm very frustrated that someone made this assumption. The reason why I order different sizes for the same item is because I don't know which size my boy will fit into and I'm undecided which color I'll like the best. The sizes very so much by item that it's hard to predict. I emailed Research and Resolution team several time, but have not heard from them yet. Please have someone contact me directly and explain why I am being treated unfair.

Desired Settlement: I request someone to contact me to provide explanation based on which the decision was made to cancel my orders. I need facts, not assumptions.

Business Response: Dear ********

Thank you for contacting us regarding your orders. We are truly sorry for the inconvenience that has occurred.

Please go ahead and replace your orders on our website. We have sent you an email from our customer service department as well. Once you replace the orders, please reply to that email with the new order numbers, and we will waive your shipping costs for the inconvenience. 

Again, we sincerely apologize for the inconvenience that has occurred. 

Sincerely,

Customer Service
Abercrombie & Fitch


4/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've bought several items from Abercrombie & Fitch in the last few weeks and had no problems getting it delivered to my job.On 3/31/15,I placed another order to get delivered to my job.The very next day,I received an email saying that my ordered was cancelled.I called customer service and they advise me to email orderservice@abercrombie.com for the reason of my cancellation.I did and their response was: "Your order is canceled. We are unable to ship to your address. When you replace your order,please use a alternative address."I didn't understand why because I just received a package from them the week before. After several emails, they finally said:"We are unable to ship to a competitor address". I was in shocked because I don't work for competitors and they are many companies in my building.I am located in the fashion district and most building in this area are fashion companies. I work for a missy company that caters from ages 50 and up.However,I did return some bathing suits at the store the day before because of fit.They are assuming that I'm ordering for work but all I did was order for myself in several sized because I do not like going to the store, they are rude and not helpful.They pre-determined that I was going to use the garments for work (as in knocking off) but it was a personal purchase.I shop online a lot and get all my packages delivered to my job. I've never had this problem with other companies.

Desired Settlement: I would like to get the items for the sale price and delivered to my company. Without being discriminated for the location of my job/career. Also, I would like for them to do their research before denying someone a purchase.

Business Response: Dear *****

Thanks for contacting us about your order. We are sorry for the inconvenience that has occurred. 

We would like to ask you to replace your order at Abercrombie.com with upgraded shipping on us.  We sent you a separate email regarding this issue. Once you replace your order reply to that email with the new order number and we can match the price of the previous order and waive your shipping charge.

We apologize for the frustration this has caused you and we look forward to hearing from you soon.

Sincerely,

Customer Service
Abercrombie & Fitch

4/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered two jean jackets (item # *********) online (order #'s *********** and ***********). I went to return the items in Store # ***** in ********* ** with a receipt. However, when the barcode was scanned the jackets were not listed on their computer although they are clearly listed on the receipt. After 45 minutes of the store cashier on the phone with Abercrombie Customer Service and two e-mails with new barcodes that didn't work, I was instructed to take the store credit and call customer service who would then transfer the merchandise credit to my card. When the cashier created the merchandise credit, she said she could NOT give me a credit for the tax but that customer service would handle that as well. I called customer service immediately after leaving the store on 4/8 assuming this was a standard practice. I explained the situation to the CSR who informed me that someone would contact me in 24 to 48 hours (that is after the first CSR hung up on me). Still 4/13, well after the 48 hours, I have still not received a response. I contacted the customer service line again and was told the same thing (leave a message and we will get back to you in 48 hours or send an e-mail). I asked to be transferred to a manager and was told that all they could do was submit a message to the same team that didn't respond to my request the first time.

Desired Settlement: I am simply looking for a complete refund (purchase amount + tax) for the items that I no longer have. I DO NOT nor ever asked for Merchandise Credit. I want the merchandise credit moved to my credit card along with the sales tax that was not included when the merchandise credit was given.

Business Response: Dear ******

Thank you for contacting us about your issue. We are sorry for the inconvenience that has occurred. 

We have gone ahead and removed the balances from your merchandise credits, and refunded 86.01 to your Visa ending in ***** The refunded amount on order *********** is $54.45. The refunded amount on order *********** is 31.56. This order used a 40% off promo, which is why the amount for this item is lower. 

Please allow 3-5 business days for your card issuer to process these refunds and post them to your account. 

Again, we apologize for the inconvenience.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****

4/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

(Incident number #1: *************; Incident number #2: *************) On 1/31/15 I ordered various items of clothing from www.hollisterco.com.

On 2/3/15 my ********* ********** debit card (ending 2526) was charged $185.94 ($2,744.60 Mexican pesos) for the order. The order was unilaterally cancelled by Hollister Co (aka Abercrombie & Fitch) and I never received any merchandise. However, despite multiple telephone calls and email correspondence with Hollister Co customer service, my account still has not been credited for this charge.

Desired Settlement: To have Hollister Co refund me $185.94 ($2,744.60 Mexican pesos) ASAP.

Business Response: Dear *******

Thank you for contacting us about your order. 

When an order is placed an authorization is made on the card. This is when the system checks to see if there are sufficient funds to complete the transaction. No funds are transferred at this time. Many banks will set this authorized amount aside as a pending charge.

When the order ships out, the settlement is made, and this is when the funds are transferred. 

Since this order never shipped, no settlement was made and no funds were transferred. Only an authorization was made. 

We have cancelled the authorization on our end. Please view the attached screenshot showing an authorization made, and then cancelled.  If you still see this charge on your account, you will need to contact your card issuer regarding their authorization hold policies. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: The response sent by Hollister Co is basically the same response they have given me on the phone when I have called into customer service various times.  However, the money still has not been credited back to my account.  Attached are bank statements for my ********* ****** ******* account (ending ****) for 1/16/2015 to 2/15/2015 & 2/16/2015 to 3/15/2015, as well as a screen shot of all account activity for 3/2/2015 to the present (3/29/2015).  As you can see on the statement for 1/16/2015 to 2/15/2015, on 2/3/2015 my Mastercard debit card (ending ****) linked to this account was charged $185.94 (USD) or $2,744.60 (Mexican pesos), with my account balance being reduced accordingly from $5,342.81 (Mexican pesos) to $2,598.21 (Mexican pesos) after the charge (see last line entry on p. 1 and first line entry on p. 2).

A review of the rest of this statement, the 2/16/2015 to 3/15/2015 account statement, and the screenshot for all March activity, demonstrates that zero ($0.00) funds were ever credited back to my account by Hollister Co after the 2/3/2015 charge.  (It is interesting to note that on 2/10/2015 my account was credited $336.60 (Mexican pesos) for a return I made to Aeropostale (see 1/16/2015 to 2/15/2015 statement at last line entry on p.3), suggesting that the problem is not with my bank processing international transactions, but instead is an issue with Hollister Co.)  I have talked to customer service for ********* regarding this issue at least 3 times, and they have told me the same thing each time: that the only transaction they can see on their system with Hollister Co is the 2/3/2015 charge and nothing else.  I am not sure if Hollister Co needs to discuss this issue directly with ********* or what, but I have done all that I can to resolve this issue with no success to date.  If Hollister Co cannot refund my card, I would instead accept a check for the disputed amount mailed to my *** ***** address.  In any event, I am starting to get very frustrated with the lack of resolution and expect this matter to be rectified without any further delay.
Regards,
****** ***** *****

Business Response: Dear ******,

Thank you for writing back. We are truly sorry for the inconvenience. The screenshot we sent is the only record of transaction we have with your card. As shown, we show that only an authorization was made.

We are unable to refund anything on this order, as we show nothing was captured. Our system only allows us to issue refunds against captured funds. 

You will need to contact your card issuer and inquire about their policies regarding authorizations and authorization holds. Please feel free to share the screenshot we sent with your bank to show that we have captured nothing against this transaction.

Sincerely,

Customer Service
Abercrombie & Fitch

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Today, March 19, 2015,I went into the Hollister store in ********* *** (store number *****) to have the buzzard removed from a pair of pants that I had exchanged the day before. My original purchase was on March 16, 2015, at 6:02 p.m. The reason for the purchase was for my daughter's birthday, which is tomorrow March 20, 2015. The purchase was for a pair of pants, and a shirt. The pants were a size 5L, which turned out to be too little.

I took the pants back yesterday, March 18, 2015, at 4:59p.m. to process an even exchange, and returned the shirt.The store associate was so kind as to retrieve the pants from the shelf, which were a size 7L. She folded the pants, and placed them in my bag. She then called another representative to the counter, who processed the return for the shirt. He applied the credit, in the amount of $16.16 back to my credit card.When I got home to have my daughter try on the pants, she noticed that the buzzard was still on them.

After work today, I drove from ***** to ********* to have the buzzard removed. Once I walked into the store, the store alarm went off (which I don't know why it did not go off yesterday). I proceeded directly to the counter to advise of my situation. ***** which identified himself as the store manager asked if I had my receipts. I showed him the receipt from my original purchase, which was made on March 16, 2015, and my receipt from yesterday, showing the return of the shirt. He advised me that he would not remove the buzzard, due to the sku number from the pants was not listed on the receipt. I explained that the young lady from yesterday did not ring them up, she just folded the pants, and put them in my bag. Continuing to be rude, and smart mouthed, he still refused. I told him that it was not my fault that the store clerks did not handle the issue as they should, I explained that my daughters birthday is tomorrow, and she needs the pants. He stated " Oh well, we still can not take it off, it is our policy". I explained that that is very poor customer service, especially since I am producing documentation, showing that the pants were purchased. I can understand if I had no receipt.

This is a huge inconvenience, not only to drive out of my way to have it removed, but also to be turned away, and possibly have to come back again.

Desired Settlement: I would like this situation rectified, immediately.

Business Response: Dear *******

Thanks for writing about your store experience. We are truly sorry for the inconvenience that has occurred.

We have gone ahead and issued a refund for your original purchase in the amount of $26.94. This will go back on your Mastercard ending in ****. Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

We also went ahead and created order *********** for you. This order is for the pair of Ryan super skinny jeans in black size 7L. These are being sent at no charge to you. These are shipping to the Hampton Drive address given in your complaint. Once the order ships you will receive an email with a tracking number.

Again, please accept our apologies for the inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

4/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed order 03/15/2015 at hollisterco.com. My order # ***********. They holding my money ( $78.53 USD ). When I contacted them, they said they can't see my order. I can see order in my purchase history but they can't? I want my money back immediately.

Desired Settlement: Consumer does not specify resolution, but appears to be asking for a refund for the purchase.

Business Response: Dear ******

Thanks for contacting us about your order. We are sorry for any inconvenience. We show no order in our system with that number. 

We have contacted PayPal to void the authorization on your account. It should fall off in 3-5 business days.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

Order in my purchase history
Regards,
***** *******

3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Abercrombie and Fitch has acknowledge receipt of my mailed return of unworn, unwashed items with original receipt included, but failed to refund me the money. I was told that the amount of $325.52 was refunded on my credit card, but that never happened. I was told to show proof it never happened by emailing my statement, which i did. Then i was told never mind the credit refund instead i will receive a check in that amount from Abercrombie, which i did not. Then i called back asking where my check is, the representative told me i was already refunded via credit card, in which i had to send this representative my bank statement again showing proof that i did not receive the refund. Since March 2014 i have been instructed by Abercrombie's representative to run in circles showing proof that i did not receive the refund, until this day, i still have not receive the refund of $325.52, which i have written proof from Abercrombie that returned items were received by them.

Desired Settlement: Please proceed to refund the amount owed to me $325.52 via credit card or check.

Business Response: Dear ****

We are very sorry for the inconveience that has been caused. The quickest way for us to send you a refund is via PayPal. 

Can you write back and let us know if ********************* is the email your PayPal account is under? 

If you don't have a PayPal account, once we send the money, you can easily create one and receive the funds. 

Just write back and let us know what email to send it to. Once we have that we will get it sent out right away.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Abercrombie may refund the full amount $325.52 to my Paypal account: ************************

I am hoping that this time I will be refunded as promised.
Thanks to BBB for your prompt attention to this matter.
Regards,
*** **

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: "A sales presentation not consistent with the advertisement." - and - "The company failed to provide refund." I ordered online last Feb.16th on their website because they have an on-going SALE for it's President's Day, but the item never came and got a pending billing via my PayPal account for $68. According to them, the item I've ordered is a back-ordered item and they have sent me an email about it wherein I didn't receive any email notification up until I've called and email them asking where my ordered item?!? The next day, I received 4 replies from 4 different persons telling me that they'll re-order a similar item and honor the same amount of $68. They also told me that they'll going to reverse/refund the transaction done via PayPal but failed to do so. On March 1st, agent ****** re-ordered the similar item for the same price of $68 but put a different country code so the item is not coming but got charged on my credit card. Then, March 5th, agent Felix re-ordered the same item again for a lowered price of $50.58 but did not reverse/refund the amount I got billed for $68 via transaction done by ******. So, in total, I got billed for 3 times, twice for $68, which needs to be refunded, and $50.58 which I got the item for. Also, when calling their number, as if they already who's calling because their line keeps on hanging or dropping or the person on the line having difficulty hearing me.

Desired Settlement: And for other people to be aware of the way this previously prestigious clothing firm's how they handle business transactions online.

Business Response: Dear *******

Thanks for contacting us about your issue. We are sorry for the inconvenience that has been caused.

Our system shows that your first order 20073430926 was cancelled due to a backorder issue. We have sent a message to PayPal to go ahead and void the authorization that is still pending on your PayPal account. It can take a few days for them to process the request, but you should see that order fall off your PayPal soon.

We went ahead and issued a refund of $68 to your credit card for the missing order. Please allow 3-5 business days for your card issuer to process this refund and post it to your account. 

Again, we sincerly apologize for the inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

3/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This order was not received and when I contacted customer service they basically told me sorry but that's too bad there is nothing they can do. The refused to resend the items, refused to refund my payment, refused to provide me with a name of the employee denying the complaint, & refused to provide me with the contact information for the company complaint department.

Desired Settlement: It is just simply unacceptable for a company to charge a customer and not deliver the items they ordered. I will wait 14 days and thenI will be filing a claim with my mastercard company as well if this isn't resolved. I will also be researching filing a complaint with D.C.A. as well. I expect as I'm sure any buyer would, to receive the items I ordered or a refund for the items if they were not delivered. Thank you for your assistance,

Business Response: Dear *******

Thank you for contacting us about your package. We’re sorry you didn’t receive your order. 

We have gone ahead and issued a full refund for this order.  Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

Since there are issues with receiving packages at the shipping address provided, you may want to use an alternate address on future orders.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

3/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I visited store ***** to make a return on all three of my items on Receipt : * * * * * * * * * * * * * * * * *  ; However I noticed that I am missing an amount as the return was for $95.65 and my original purchase was for $97.30. The return receipt information is Reg 003; Trans 6941, Date/Time 2015-01-28 15:49, Cashier 01236965 The original receipt information is: Receipt : * * * * * * * * * * * * * * * * * Reg ***, Trans ****, Date/Time 2015-01-23 17:45, Cashier ******** Please refund me the amount missing of: $1.65 to my card. I then emailed the customer service email from the store and emailed the company at ************************** where I was given the option to receive a $5 merchandise credit which I declined as I would only want it if the store had permission to cash out the credit to cash. I then received no response for a few weeks and then called in and was told that I would receive a response in 2 business days which I have yet to receive and then I called in AGAIN 2 weeks later after getting no responses and was somehow getting the same representative 3 times after she hung up on me after explaining my issue and says she does not handle store issues. I then called in again and recognized her voice and she recognized mine because she hung up right away and somehow the same issue happened again. This is EXTREMELY unprofessional for behavior like this to happen with customer service of agents hanging up on customers and not escalating an issue. I have been an employee of Abercrombie & Fitch for over 3 years before and this kind of behavior is unacceptable and another reason why sales are most likely declining.

Desired Settlement: Refund for $1.65 returned back to credit card or in form of check.

Business Response: Dear *********

We have refunded $1.65 to the card you used on the store purchase. Please allow 3-5 business days for your card issuer to process the refund and post it to your account.

Sincerely,

Customer Service
Abercrombie & Fitch

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Today on 02/21/15 i had been Illegally, unauthorized charged by "HOLLISTER **** ***** ***** *** ******* ** *****" with amount of $160.50 I contacted this company immediately and said that they they charge my account illegally they said without order number they can't help me, I said how can i provide order if i didn't place it, then they said i have to go to police department to file a report, it is 5:38 pm, heavy snow local police department is closed. I have no physical ability to file any cases for illegal Hollister transaction on my credit card, I asked them to track by my name and credit card and to stop any shipping to Criminals who probably place an PHONE order, Hollister people wasn't cooperative , they covering criminal transactions, even more they will ship the order to them. IF company LIKE that will exist USA will suffer from Fraud, HOLLISTER allow to place an order with Different billing and shipping addresses, they didn't requested and asked any security questions. THey didn't cooperate and help stop Fraudulent order! They charge my account even transaction just happened same day they didn't want to stop shipping and cancel order!

"- Was the order charged against your personal credit card account, VISA, MasterCharge, etc?  Or was it through Abercrombie & Fitch credit card account, which is  held by Comenity Bank?"It was against my Discover account,  the whole problem is that Abercrombie & Fitch, when i called  and tried to stop the order, wasn't cooperative and clearly show me that they don't care the way they are getting money, legally or illegally.This company shouldn't place an order by phone without full clarification that it is authorize account holder and they still did it! Even if it happens they should cooperate to stop the fraudulent order and pass this to fraud department, which apparently they don't have!If company like that will exist with ignorant and supporting criminal our nation will lose a lot of money and criminals won't be scare to place an order and use somebody else credit card, because it won't be any punishments to them! Thanks a lot for your help!

Desired Settlement: I want this company first refund to my credit card , second they have to stop placing orders where billing and shipping is different and find a way how to STOP Fraudulent orders! The customer service should be more polite and respectful, and i want an apology for their rudeness! I would never shop in this company and will share with my relatives and friends about how Hollister is supporting Frauds, they don't care who place an order, as soon as they get money!

Business Response: Dear ********

Thank you for contacting us regarding the transaction on your account. We are truly sorry for any inconvenience that has been caused. We believe that we have located the transaction that was made with your card, and that transaction was cancelled on Feb 22. 

Please contact your card issuer to report the unauthorized use of your card, and dispute any unauthorized charges that were made. Your card issuer will then reimburse you for any fraudulent charges that you incurred.

If you wish to file a police report, you may do so, and then have the reporting officer fax us a request for information on offical department letterhead to ###-###-####. Once we receive the request, we can provide the police with any information they may require to investigate the fraudulent use of your card. 

Again, we sincerly apologize for any inconvenience that has been caused

Sincerely,

Customer Service
Abercrombie & Fitch

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Two months ago I sent back three boxes (four orders) with merchandise that I wished to return to Abercrombie. I sent these items through the mail using the Smart Labels that Abercrombie provides for their on-line orders. I have called their company numerous times as well as e-mailed 8 separate times regarding this issue. I have not been credited any money for these items and the items themselves have not been returned. Last week I received an e-mail requesting the specific items. I responded to this email with an itemized list of all items as well as attached pictures of the receipts and the Smart Labels that I used to return the items. Apparently the only way that Abercrombie can handle a return complaint is also through e-mail. If you call the call center they are unable to answer questions about the return and you are therefore forced to e-mail all concerns. After e-mailing the above information last week, I did not receive a response. I even followed up with an additional e-mail specifically requesting a response and was not given one.

On January 12, 2015 the company e-mailed me at 10:33am telling me they did receive my return and I should expect a return then at 5:26pm I received another e-mail stating that were unable to locate my return. Following those e-mails on January 22, 2015 they e-mailed stating that they tried to credit my account but were unable to do so. I attempted to follow up with this email as well and the response I received was that they never got my return. I have tried numerous times to resolve this problem with the company and feel I am being pushed back and force between several customer service representatives and being given no straight answer. In my last three e-mails I even included all previous e-mails in order for them to better understand the problems I have been having. After one of these e-mails I was offered $200 for one order but told they were unable to locate the other orders. I responded to this e-mail to accept the $200 and inquire about the whereabouts of my other orders and never got a response.

Desired Settlement: I would like to be refunded for the merchandise that I returned or at least have the merchandise returned to me.

Business Response: Dear *********

Thank you for contacting us regarding your returns. We are sorry for the inconvenience that has occurred.

Can you please reply to this email letting us know exactly which items were returned from these four orders?

Once we have that information, we can investigate this issue further.

Sincerely,

Customer Service
Abercrombie & Fitch

3/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered merchandise from company. It did not arrive. They said they would re-ship and I still never received my merchandise. They took the money from my debit account but I never received my merchandise. I called and they said it was only their policy to re-ship once. I asked for a refund to my card. They said they couldn't help me because it was their policy to only reship or refund once. I was NEVER given the option for a refund, only that they would re-ship. If I had known I would have asked for a refund!

Desired Settlement: I want a REFUND! Obviously, they are not capable of delivering merchandise!

Business Response: Dear *******

Thanks for contacing us about your order. We are sorry for the inconvenience that has occurred. We have gone ahead and refunded $37.24 to the card you used on this order. Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

Additionally, please note that the tracking information on both your original order and the reshipment show the packages were successfully delivered. Since there are issues receiving packages at this address, we request that you use an alternate address on future orders.

Sincerely,

Customer Service
Abercrombie & Fitch

2/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I had recently purchased products from Abercrombie on Jan 22/2015 Order#: *********** and 3 products arrived and 4 of them were on backorder for couple of weeks and eventually they were cancelled later on I was advised those products have been discontinued. I called on Feb 03/2015 and placed another order, similar to the one I placed on Jan 22/2015 and I was told that they would match the price and give me similar price to the one I was given on Jan 22/2015 and after few days I was advised that order was cancelled without any notification of being told that products were in backorder or they have been out of stock or anything. I called on Feb 6/2015 and was told that my order was cancelled because they were not able to give me price that I was given at first and I could place another order at regular price and that 2 of the products were not in stock. I advised that all the products were available on the website still and I was willing to take another size if that is possible and I was told that none of the product were in stock and I have checked the website and all the products were in stock and I have attached copy of my order below and it could be confirmed. I would really appreciate if my order could be filled(I have checked the website and all the products are in stock and I have been given a run around) or be given a price match for similar products. I would appreciate if someone can contact me back and advise. My email address is **********************. Thank you, ******* **** Order #: *********** Order Date: 02/03/2015 Estimated Delivery Date for In-Stock Items: 02/12/2015 SHIP TO: ******* **** ** ********* ***** ******** ** *** *** ** ITEM DESCRIPTION Allen Brook Polo NAVY AND WHITE L 611435345 QTY 1 AVAILABILITY In stock Herbert Brook Polo GREY AND NAVY L 611925002 QTY 1 AVAILABILITY In stock Adams Mountain Sweater GREY L 614170119 QTY 1 AVAILABILITY In stock Calkins Brook Shawl Cardigan NAVY L 614873973 QTY 1 AVAILABILITY In stock

Desired Settlement: I would appreciate if my order could be completed since I can see the products in stock online or I would appreciate if I could be give a price match for similar products and I can make another order. I was not informed about products being in back order or not being available and I just received a cancellation notice out of nowhere after 5 days. I would also appreciate if I could get a call from one of the higher managers and I tried to speak to one of the manager on the phone but was not given access to any. I would really appreciate if someone can help me with this. Thank you, ******* ****

Business Response: Dear *******,

Thanks for contacting us about your cancelled backordered items. We are sorry for the inconvenience that has occurred. 

We have sent you an email regaring this issue. Please go ahead and place an order online for your replacement items. If the specific items you ordered are not in stock, you can order similar items that you like. 

Once you place the order, please reply directly to the email that we sent with the new order number and we will price match the items and waive your shipping for the inconvenience. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Please keep this complaint open for few more weeks and I will inform you as soon as everything is resolved. I have been in touch with the business but it hasn't been fully resolved. 
Thank you, 
******* **** 

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On January 12, 2015 I placed an online order with the business. When I received my order on January 28, 2015 the jeans that I ordered on the Internet looked totally different from the jeans I actually received. Not only was the color different but the design was as well. Upon investigating I noticed that they had sent me The Hollister Slim Straight Jean's Destroyed Medium Wash instead of The Hollister Skinny Jeans Destroyed Medium Wash. I immediately called the same day on January 28, 2015 and spoke to a well mannered and polite representative named *****. After informing ***** of the situation he advised me that he would send out the correct jeans and to send the other jeans back.

On today February 06, 2015 I received the "same" pair of incorrect jeans and spoke to a rude representative name *******. Appalled by her attitude I decided to call back later and send both pairs of jeans back since I was already at the Post Office. Later on tonight around 7 something I called again and spoke to a very rude, unprofessional, argumentative representative name *******. Boy was this individual just rude for no reason and got me very upset and frustrated. I told ******* about the situation and she kept blaming me for the error and wanted me to admit that it was my fault. I simply told ******* the situation and even went on the Internet and gave her the correct order number of what the jeans actually looked like what we ordered and simply told her to send those instead, which was the same price of the incorrect jeans.

Instead ******* was arguing with me and was trying to get me to confess that it was my fault because the two order numbers didn't match. She even told me "Before I can send you the jeans I need for you to answer two questions, 1. The order number you gave me ********* are the jeans you want?" and when I said yes, ******* went on to say Question # 2. But the jeans order number ********* is the one you ordered? and when I said that's what your order form is showing but the jeans look totally different online. Then she will wait and repeat it again and was trying to blame it on me saying it was my fault. I was on the phone for almost 30 minutes with her to just do a simple exchange after just going through a dead hole, constantly repeating myself of the item I want, and experiencing her rude customer service, I gave up and told her to just give me a refund. ******* then told me in a sarcastic tone that it would take 21 days for me to receive my refund.

I have placed online orders with this company before and have never been disrespected, talked to in a rude and unprofessional manner, ordered an online item that wasn't the actual item, and never had problems until now. I just couldn't believe how unprofessional she was and acted like my business didn't matter.

Desired Settlement: I would like a letter of apology from the headquarters, an urgent process of my refund, for the company to investigate this complaint and to receive store credit for my inconvenience and mistreatment.

Business Response: Dear ******

Thank you for contacting us regarding your issue. We sincerly apologize for the inconvenience that has been caused, and for the level of service that you received from our phone agent. Please know that the service you received is neither standard or typical, and we are truly sorry.

We have sent this issue to our call center for review.

Regarding your incorrect item. We have gone ahead and issued a full refund for that item. Don't worry about sending the wrong items back to us. You can go ahead and keep them. 

We have also sent a 40% promotional code to your email address **************************. Please know that this code does expire in 60 days. 

Again, we are sorry for the inconvenience that has occurred.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I just wanted to inform you that, I received a refund from the above business on Feb. 13, 2015 in the amount of $27.26

I will never shop there again because I feel that more should have been done besides E-Mailing me a 40% off certificate that expires within 60 days.

There's no incorrect items to keep. Before even making this complaint I went through the inconvenience of returning ALL incorrect items back at the Post Office.

I would like to say thank you very much for your help. I really do appreciate it.

 

Have a wonderful day!

Professionally Yours,

***** *********

###-###-####

 

2/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I ordered two items on Abercrombie and Fitch's website on Feb 4,2015. Order number is ***********. They canceled my order without any notice. I contact them through email. After many 'forwards'. I got this message as below "This order was canceled and we are unable to accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website. **** Abercrombie & Fitch Research and Resolution" After I send an email to show my doubt, there's no response anymore. If I frequently place orders in huge amount and be canceled is normal. But I only want to purchase two clothes. And before this, I may have one year buy nothing on their website. I even can not see the purchase history before which is so long ago. Do they have the rights refusing to sale available items to customer? How do they think the two item will be resale or anything? It's an unacceptable reason. Because they will not accept my future order. I can not make a new order now.

Desired Settlement: I want my items . And I talked online with their service staff. The staff told me if that's their problem to cancel the order, they will give me a extra 30%off . So I also want an extra 30%off on my order.

Business Response: Dear *******

Thank you for contacting us about your order. Per our sales terms, we reserve the right to deny any order for any reason, including suspected resale of merchandise. 

We have attached the relevant section of our sales terms for your review.

Sincerely,

Customer Service
Abercrombie & Fitch

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan 5th, I ordered 4 pairs of jeans from Hollister.com. They were having a $25 sale. I ordered *Bryden Skinny Jeans 608268970 for $25 *Taylor Boot Jeans Dark Wash ********* for $25 *Devin Boyfriend Overalls 611032191 for $25 *Devin Boyfriend Jean ********* for $25 My first shipment email shipped 3 out of the 4 jeans on Jan 6th. My second email for shipment showed The Devin Boyfriend Jean shipped on Jan 7th. I had assumed that because they shipped at 2 different times, that they would have 2 different confirmation numbers. That was my fault. On Jan 12th, I did the speed exchange again, not realizing that there was only 1 confirmation number. I exchanged: Devin Boyfriend Jean ********* for Taylor Boot Jeans Dark Wash ********* I also wanted to exchange another pair & this is when it gets confusing. Because I did not realize I had the same confirmation number, I only did one jean for the speed exchange & then realized they were all on the same conf. # after placing my speed exchange order. So then I re-ordered the jean I wanted to exchange On Jan 12th. Taylor Boot Jean Medium Wash ********* I then shipped both the Devin Boyfriend Jean ********* and the Taylor Boot Jeans Dark Wash ********* back together in the same shipping bag along with the 2 confirmation pages that come with each order. I also highlighted in pink the 2 pairs that I was returning/exchanging. At this point, I have been charged for 5 pairs of jeans when I only have 4 because I returned 2 from the original buy of 4, then got 2 more equaling 4, not 5. I want my full refund of $50, not the one they gave me of $26.97.

Desired Settlement: I want my full refund of $50, not the one they gave me of $26.97.

Business Response: Dear ********

Thanks for contacting us about your return. We are sorry for the inconvenience. We have gone ahead and refunded $26.97 to your Visa ending in ***** Please allow 3-5 business days for your card issuer to process the refund and post to your account.

Sincerely,

Customer Service
Abercrombie & Fitch

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $75.00 e-gift card from Hollister Co -division of Abercrombie, on December 25th. Went to Hollister in ********** ** to redeem it and the store could not activate it. They told me there was nothing they could do and I must contact customer service at Hollister. Since then I have called many times, emailed dozens of times and I have had NO one help me. They have been utterly useless.

Desired Settlement: I would like the company to stand behind their product and reimburse me for the $75 I paid for a gift card that can not be activated. And an apology for their lack of customer service and run around they gave me.

Business Response: Dear *********

Thank you for contacting us regarding your gift card. Our system shows that this gift card was used for an online purchase on December 28th. Gift cards are like cash, and per our sales terms can not be replaced if they are lost or stolen. 

The card currently has a balance of $3.85 left on it. We can send you this amount on a new gift card.

We apologize for any inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

The manager at the Hollister store in ********** * **  tried but FAILED to activate this gift card.  They attempted to order an item online, at the Hollister Store, and have it shipped to our *********** ** address.  The order was never placed, there in no receipt, no shipment was generated.  I asked customer service at Hollister to contact the Livingston store and speak to the manager there.  They would not respond.  This was a failure on their part.  We left the store with nothing. I have been trying since December to resolve this.  This was a gift for my niece.
This is a matter of principle and business ethics.  They issued a faulty product.  When an attempt was made to activate the card and purchase something online, by the store, it failed to work. Hollister refuses to look into this fully and see that it was an error on their part.  I am not trying to "scam" them out of $75!  I make a very good living and don't need THEIR money.  It's my money they have stole.   I would not be wasting my time and frustration on this matter if it weren't due to this company being rude, disrepectful and unwilling to own up to their faulty product.   They have ignored any attempt to actually do the right thing for a paying customer!  

Regards,
******* ******

Business Response: Dear *********

Thank you for writing back.

Our gift cards are activated upon shipment, and do not need to be activated manually. 

As previously stated, we show this card was used for a purchase on December 28. 

As gift cards are like cash, we can not be responsible for lost or stolen gift cards. We have locked the card, and will send you the remaining $3.85 on a new gift card.

Sincerely,

Customer Service
Abercrombie & Fitch

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm here to complain A&F charged me an extra cost which is about 65 USD. When I returned their items back to A&F HK they asked for a gate charge fee which was an unexpected cost. According to their website their return policy, didn't mention customers need to pay for this, I have contacted A&F customer service, they insisted the gate charge is a part of shipping fee. I disagree and not comfortable with this, the gate charge is a part of their inventory operating cost, they transferred this to costumers, is not fair and unacceptable. therefore I would like to make this complaint. Thanks.

Desired Settlement: A&F need to apologize and pay me back the money

Business Response: Dear ********

Thanks for contacting us regarding your return. We are sorry for any inconvenience that has been caused.
 
Per our return policy, the customer is responsible for the return shipping costs associated with whichever carrier they choose to ship their return with. The customer is responsible for all costs associated with returning the package. This includes the freight charge and any additional fees or taxes that will may charged by the shipping carrier.

This gate fee was charged to you by the shipping carrier, not by our company. We have no control over charges and fees that your shipping carrier may charge.

Again, we are sorry for any inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

The shipping carrier said the gate charge was charged by A&F and obviously A&F website policy don't clear describe the shipping cost,
you may ask other people who can read mandarin, try to read their online return policy, there is a huge gap and misunderstanding. 
therefore I would not accept their response.
Regards,
******* ****

Business Response: Dear *******,

Thank you for writing back.

Our online return policy states the following:

If you choose to use your own carrier you will be responsible for return shipping costs.

This refers to any costs that the carrier may charge. We are unable to list all potential charges that every shipping carrier may charge, as we have no knowledge of what specific fees different carriers charge, nor do we have any control over these fees.

The copy of the receipt that you sent shows that it was provided by "** *******". As we previously stated, our company did not charge the "gate charge".  You will need to speak to ** ******* regarding this charge, as it was not levied by Abercrombie & Fitch.

If you have a receipt from our company showing this charge, we will be happy to take another look.

Sincerely,

Customer Service
Abercrombie & Fitch

2/19/2015 Delivery Issues
2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I have purchased a $150.00 gift card from this Merchant on 9/26/2014, when I had the money to spend, I am also the original owner of this gift card with all document to proof it.Today I need the Money, and the merchant insisting on me spending the money at the store or redeem for merchandise, and I need to Money, and not the merchandise any more at this time.

I have been trying for a Refund all this time, I need to resort to the BBB help in obtaining my Cash REFUND as soon as possible.I bought the Gift Card in good faith from the merchant, currently it seems the merchant will keep my money or forcing me to spend it on merchandise regardless, any and all conversation with the merchant, is being referred to their Return Policy on refunding my Gift Card, a policy that has NEVER been discussed with me, and or explained to me up front at the time of purchase of the gift card, nor was it posted in the Store at the time of purchase the gift Card.I feel that for as long as I am the purchaser of the $150.00 Gift card with all documentation to proof, the Merchant should not keep my Money, and I should be entitled for a full REFUND to MY Money.

Desired Settlement: Full REFUND of my gift card purchase value of $150.00. Merchant should NOT force Customer to spend their money off of their gift card if no longer desired.

Business Response: Dear ******* 

Thank you for contacting us regarding your gift card. 

Per our return policy, all sales of gift cards are final. Gift cards cannot be redeemed for cash unless required by law. 

This information is included on the back of the receipt you are given when you make a purchase at our store. 

We have included a copy of the back of our receipt here, with the relevant section highlighted.

Sincerely,

Customer Service
Abercrombie & Fitch


2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently placed an order for my daughter since she loves this store and i took advantage of some deals.. so i thought. poor thing didn't know what she was in for, and me thinking it was going to be a great birthday gift. Long story made short i placed my order, added the gift box/ wrap service ($6.00 extra). My order included 2 jeans, 2 tops and a sweater. welp when the order arrived it was not wrapped up all cute with a white bow and tissue how they had advertised! It didn't even include a bow at all so you can't even put it yourself. it was just a box! then the pink shirt had deodorant marks and i didn't even notice it until i took off the tag. what a waste. and to make matters worse the jeans i ordered were not the style my daughter liked so she wanted to exchange them and guess what? They only had one tag on them. not the tiny tag by the hip that has the size. HOW did they not have a tag and only one if they were ordered online, shipped from a warehouse. I feel like these things were on sale because they were go backs and then shipped out to me. so upset because i always shop there and now i'm disappointed.

Desired Settlement: I would like a refund and an apology to my daughter because it's her birthday.

Business Response: Dear *****

Thank you for contacting us about your order. We are sorry for the inconvenience that has been caused.

We have gone ahead and issued a full refund of $115.95 to the card you used on this order. Please allow 3-5 business days for your card issuer to process the refund and post it to your account.

We were unable to find any contacts to our customer service department regarding this order. In the future, you can always email us at abercrombie@abercrombie.com or call us at ###-###-####, and we can help you out with your issue.

Again, please accept our sincere apologies for the inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed two orders on their official website(order #*********** and order #***********). Both orders has been delivered. But I did not receive any orders. Then I called their customer representatives. She promised me she will give me full refund. Then I received an resolution email which left out the higher amount order. I thought that she must left that unintentionally. Then I replyed and reminded her about the other order. However, they told me they cannot refund me the higher amount order. The reseaon is that I have a previous shipping issue. There's only one shipping issue they can solve. Then they give me one resolution, which is requiring me to contact the shipping carrier to get better idea of where is package. Let's clarify two things here. First, two orders share the same shipping issue. There's only one shipping issue. I submit one request on this single shipping issue. It's their customer representative who leave out part of them. I submit this issue with two orders, and she promised me I will get my refund, but in fact she choose to solve the cheaper one(intentionally or unintentionally). So, the right resolution is issue one shipping credit of $103.57($76.2+$27.37). Second, if someone should contact with the shipping carrier, that should be the seller. What is the privity of contract? It means there's binding force only between the contract parties. I got the right to ask the seller where are my items once we reached the purchase contract. I have nothing connection with the shipping carrier. There is no contract between me and shipping carrier. The seller reached the shipping contract with shipping carrier. It's them who have the duty to contact the carrier and ask compensation. But they have to refund me first according to our puchase contract. In fact, they refused to refund me on the higher amount order.

Desired Settlement: Get full refund on both orders.

Business Response: Dear ****

Thank you for contacting us regarding your orders. We are sorry for any inconvenience that has occurred. 

We have gone ahead and refunded $76.20 to the card you used on order ************  Please allow 3-5 business days  for your card issuer to process this refund and post it to your account. 

If you receive your package, please send us an email to receive further instructions.  

Since there are issues with receiving packages at the shipping address provided, you may want to use an alternate address on future orders.

Sincerely,

Customer Service
Abercrombie & Fitch

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incident: ************* First of all, I feel surprise my order get cancel even though I press a link to accept backorder late delivery date. Order Number: *********** *. On 29 Jan 2015 at about 10:00am Pacific Standard Time, I made a call to ###-###-####. Your staff, ******, answered the phone. He said he had nothing that he can help for my order and hang up the phone. It's extremely unpolite. Is this how Abercrombie treat customers? 2. My order contains Five items. In 23 Jan 2015, I received the e-mail about backorder delay. I click "Yeah! The new date is OK. Please keep my merchandise on backorder" The return web page also indicated my order has been successfully updated. 3. On 24 Jan 2015, I received another e-mail telling me one of the backorder item "Adams Mountain Hoodie HEATHER GREY M *********" has been shipped. So, I assume your system has received the new backorder date. 4. All at a sudden, on 29 Jan 2015, I received another e-mail saying that the remained three backorder items all have been cancelled. Your staff, ********, told me that just because I didn't agree the new shipment date which was delayed, that’s why my order get cancelled. I cannot believe this! I have already press the link that I accepted the new date of delay. In addition to this point, why would one of the backorder items get shipped if the system didn't recognize this new update? 5. Incident ************* has been created for this issue on 29 Jan 2015 . They tried to give us 30% off discount for the next order to settle this case. However, the discount this company offer cannot match up the price of what lost from the initial order. We have already spent 3 to 4 hours to select the items initially, spent another 1 to 2 hours to make the call, sent e-mail to resolve this issue and then spent another hour to find any similar items that match with the initial order. I think it’s quite fair to do some price match if these are the multiple mistakes that they have made. We feel very disappointed about how Abercrombie handle problems and the way you treat customers.

Desired Settlement: Price match with the items that we ordered initially,

Business Response: Dear ******

Thanks for contacting us regarding your issue. We are sorry for any inconvenience that has occurred. 

We will be happy to price match your new items. We see in incident ************* you listed the items that you wanted. Please go ahead and place a new order on our website for those items.

Once you place the order, reply directly to the email incident ************* with your new order number. We will go ahead and make the adjustments on the price and waive your shipping for the inconvenience.

Sincerely,

Customer Service
Abercrombie & Fitch

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

This problem could also fall under Customer Service issues and Service issues as I have failed to get a response many times by email, and the business has taken a longer-than-normal time to address this issue - I mailed three separate returns from three orders at the end of December 2014 at my own expense. I received auto-email notices of two refund confirmations on January 2, 2015. Shortly after, I received the funds for one back into the method of payment used successfully within 3-5 days. To this day I have NOT seen the second order's refund post, and I have been through hell and back to try and get answers on the third one. The turnaround times given through their email responses either change per response or have expired.

I need a solution immediately as I feel a sense of abandonment here. I checked both accounts again this morning to make sure there was still no refund, and that has been confirmed affirmatively. Order #******* - Paypal was used initially. A refund has been attempted of $33.89 since January 2, 2015 but PayPal is continuously rejecting it due to the time frame lapse of 60 days from the time of order. I have given a solution to A&F after speaking to a PayPal representative but they are not agreeing to the solution and adding to frustration. Order #*********** - this order was the third order in which I never received the refund confirmation. Since that time, A&F attempted a refund of $34.06 on January 13, 2015 that should have posted to the account of the method of payment used by now. It has not and I have not received any answers toward a solution.

Desired Settlement: I would like to see a satisfactory completion of a refund for both orders to where I see the funds posted on each account. If it is necessary, we can possibly agree alternatively to a paper check in each instance, but would rather not because each account used for each order is still open and active. Paper checks can take weeks as I have received one previously from this same company after a similar circumstance in January 2014.

Business Response: Dear ********

Thanks for contacting us regarding your returns. We are sorry for the inconvenience that has occurred. 

Our system shows that order ******* was paid for with a MasterCard ending in ****. We see that you have a few other orders with this card, so we have gone ahead and refunded the 34.06 against one of those.

Regarding order #*********** we have gone ahead and issued a refund via PayPal for this order. Please view the attached screenshot showing the transaction ID. 

Sincerely,

Customer Serivce
Abercrombie & Fitch

Consumer Response: Please close complaint ******** as the company has initiated the second refund successfully.  As of this morning the refund has posted to my account.  Thank you.

2/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am 17 years old. I have worked long hours and saved up to buy items from ***** *****. I placed the order in December 2014. The items did not arrive. In January 2015 I asked my mum to try and find out where the goods were. She contacted ***** ***** by email. They were very evasive , often not responding to emails until chased many times and then never answering the actual questions posed. Eventually we were told to contact ***. This we did and they informed us the goods had been destroyed. ***** ***** are refusing to refund the money or resend the goods. I contracted with ***** ***** for them to supply goods to me in then UK. They have not done so. Their agent *** failed to inform me that the goods had arrived in the UK and that duty was owing. I was happy to pay the duty but could not do so until someone told me how much and who to pay. It is not my fault that ***** ***** or their agent failed to inform me. I have been trying to find out where the goods were for weeks. ***** ***** say it is my problem. It was their agent though. They have not provided any evidence that they actually sent the goods or that they have been destroyed. They refuse to deal with their dissatisfied customer because I am not in the USA. I am easy to fob off. In the UK we have consumer rights and proper customer satisfaction. I a my not sure what the position is here. It could be scam for all I know. I just want my money back. Many thanks

Desired Settlement: I would like my money back or at the very least the goods delivered.

Business Response: Dear *****,

Thank you for contacting us about your order. We are sorry for the inconvenience that has been caused. 

Once the order arrives in the UK, *** is supposed to contact the consignee to secure customs payment. We are sorry to hear that *** did not contact you, and the package has since been destroyed.

We have gone ahead and issued a full refund for this order in the amount of $60.93 USD. Please allow 3-5 business days for your card issuer to process the refund and post it to your account.

Again, we are very sorry for the inconvenience that has occurred.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much. 

Regards,

***** ******

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an E-giftcard for my grand daughter for Christmas. Ordered through Paypal on 12/13/2014 for $25. Approximately 2 wks ago she went to a store in ***** ** and tried to cash it and they told her it had already been cashed out in ******** My daughter-in-law tried to resolve this in store and they told her there was nothing they could do. I called on Jan 22. The customer service agent didn't seem to know what she was doing, but said she would submit the information and that I would hear back from them the following Wed or Thurs. I received no email confirmation or acknowledgement of this. I did not hear from them at all, so on Jan 29, I emailed them on their 'contact us' page with all the information and after I submitted it, there was a note that I would hear back from them in 24 hrs. Again, there was no email or phone acknowledgement at all. The next day, Jan 30, after 24 hrs, I emailed them again, saying that I was going to contact you and I still have never been acknowledged by email or phone by them. I would like this resolved and my $25 refunded to my Paypal account.

Desired Settlement: To have the amount of $25 refunded to my Paypal account.

Business Response: Dear ******

Thank you for contacting us regarding your gift card. We are sorry for the inconvenience that has been caused.

We researched your contacts with our customer service team. We see there was a contact created January 23, and on January 26 we sent an email reply to you under incident ##### 

The next contact we received from you was an email on January 31. We do not see an email from January 29th. Did you perhaps use an email address other than ****************?

Regarding your gift card issue, gift cards are like cash and per our sales terms are nonrefundable and cannot be replaced if lost or stolen. 

It looks like there was still $7.31 on your gift card when you first contacted us, so we can send that amount to you on a new gift card. We will go ahead and send that to the address used on your online order. 

Again, we are sorry for the inconvenience that has been caused. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I feel that I should be refunded the $25, not the $7.31 that they claim is left on the card, because this was an e gift card, not a physical plastic gift card, we live in ************, and it was not lost or misplaced, and it was cashed out in ******* and the party that received the card was not in ******** nor was I for that matter...I am not frauding anyone...this company's website is obviously insecure and I will do my best to let everyone beware...I am glad that i did not spend in the hundreds....this company has no customer service...I did not receive replies from them...they are turning this whole thing around to make it look like it is my fault...I for one will have nothing to do with this company again...I have worked customer service for a major mail order corporation and this incident would have been resolved at the first call.

Regards,
***** * *********

Business Response: Dear ******

Thank you for writing back. E Gift cards are subject to the same terms and conditions as physical cards, and can not be replaced if lost or stolen.

Sincerely,

Customer Service
Abercrombie & Fitch

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I returned to items to Abercrombie and Fitch on 01/26/14, using the enclosed return label. I returned the Dark Destroyed Jeans and a Sweater. I contacted them about five business days after the return for a status and was told they hadn't got it (01/05/15) and again on (01/10/15). Finally I contacted them again five days later (01/15/15) and was told they still do not have my order, so I contacted them via email again on (01/20/15) and was told they received my return on 01/12/15. I received two responses on 01/21/15. The first indicated they would be working on the refund and the second suggested my return had smelled like smoke and went to damages. I immediately contacted customer service and talked to a man rep who told me he had not record of these emails and that I needed to continue my responses via email as that is corporate office. I called again and spoke with another woman who told me she would send another ticket in and to dispute the charges with my credit card company.

The problem is that I do not smoke, have NEVER smoked in my life and only tried these items on. I did not continue wearing them and I was not around anyone who smoked. Now the have thrown away my returns and have done nothing right to refund me other than a 30% discount off another order. So I'm out two items of clothing I didn't even want and cannot even get them back. I have yet to file a complaint with my Credit Card Company, but I will do this after this complaint. I expect to either receive my "smoke" articles of clothing back or I want to be credited for my returned goods. I do not expect to do business with this company ever again, based on the way I was treated. I have records of all emails that I sent to Abercrombie.

****Hey ********  Thanks for emailing us about your order. We are glad to assist you with your refund inquiry. We have searched the tracking on the SmartLabel and see that the return package was delivered to our Distribution Center on January 12. We are sending this to the appropriate team for further assistance with your refund. They will email you within 24-72 business hours. We apologize for the misleading information provided before and appreciate your patience and understanding. We have sent a 30% discount promotion to your email for the inconvenience caused. Thanks for contacting Abercrombie & Fitch Customer Service. Customer Service Abercrombie & Fitch Don't Forget to check us out on Facebook!

Finally I get another email today, that says: ****Hey *******, Thank you for contacting us about your refund. The team which received the return has noted: "went to damages came back smelled like smoke, do not credit." We are unable to override this' decision. We hope to see you shopping with us again soon. ****** Customer Service Abercrombie & Fitch Don't Forget to check us out on Facebook!

Desired Settlement: I would like to receive the credit for the two items I returned to Abercrombie which would be: A&F Boot Jeans DESTROYED MEDIUM WASH 30 X 30 $39.00 and Lake Road V-Neck Sweater DARK HEATHER GREY M $34.00 For a total of $73.00 + Tax.

Business Response: Dear ********

We apologize for the inconvenience of this matter and we have reached out to you privately to resolve this.

You have been issued a refund back to your Visa ending in #### for a total amount of $78. If you have any additional questions regarding this incident, please contact us directly with the contact information that was given to you via email as well as voice mail.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

However, I still feel that this business needs to work on their return procedure and keeping all the customer service representatives on the same page, when it comes to orders and processes. I also feel that the representatives do not feel the need to answer each customers questions and only provide minimal information. 
Being told that they had my return, and then did not, was absolutely frustrating. I also found it slightly insulting when I was told my return smelled like smoke, when I live in a smoke free home, and do not smoke myself. 
Other than the above comments, I feel that everything has been resolved. I will not continue my business with Abercrombie and Fitch in the future.  

Regards,

Matthew Tuveson

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello: The company has no principle, no credibility and treat customer complaints extremely arrogant attitude, perfunctory. To me they were promised not to cancel the order, but a breach of promise. Before the customer service in the mail repeatedly told me, you can re order, and delivery, will not happen again to cancel the order of events, but my orders in December 20th, was canceled again, this kind of behavior has occurred two times, this is how ridiculous behavior. This kind of teasing customer behavior is unforgivable, I asked the company to give a reasonable explanation and apology to me, to compensate for the mock and insult customer behavior.

Desired Settlement: An apology!! Compensation!! Delivery!!

Business Response: Dear *****

Thank you for contacting us about your order. We are sorry for any inconvenience that has been caused.

This order was cancelled due to extensive inconsistent order history linking to the credit card. The card you used has been used on multiple orders with different names and addresses.

Due to the inconsistent history, our fraud prevention team cancelled the order in order to mitigate risk.

We are sorry for the inconvenience that has occurred. Please feel free to go ahead and replace your order online. We will waive your shipping charges for the inconvenience. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

The following is the customer replies to me:
——————————————————————————————————————————————————————————————————————————————————————————————————————
”Response Via Email *******)12/23/2014 10:56 AM
Hey *****

Thanks for contacting A&F about your order ######.

Sorry about that. It looks like we accidentally sent you the wrong response. We apologize. Your order was canceled because it is against our policy to ship to third party freight companies and the address where you shipped is a third party freight company. If you are still interested in receiving your merchandise, reorder at Abercrombie.com and use the address associated with your billing information. 
Research & Resolution
Abercrombie & Fitch“
—————————————————————————————————————————————————————————————————————————————————————————————————————

Customer service reply to me and reply to BBB is given a different rhetoric, quite different

The company to resolve customer complaints are very bad.

Reply contradictory,

Before they had to confirm my shipping address is not the so-called freight company,now the same problems appeared again.

Customer service is not professional, and handling of complaints of slow, have no respect for the customer,

In order to avoid their so-called risk,

Slander my credit card security problems,

In the case of no communication, cancel my order.

There is no solution to the problem of the sincerity and determination.

So, I can not accept their offer,

Please take out sincerity to resolve complaints.


Regards,

**** *****

Business Response: Dear *****,

Thanks for writing back. We are truly sorry for any inconvenience that has been caused. 

We appreciate your feedback, and have forwarded it to the proper teams for review.

We do see that you placed order *********** yesterday and it looks like we have applied free shipping as well as a $50 discount to this order. This order is processing and should ship out to you very soon. 

Again, we are very sorry for the inconvenience that has occurred.

Sincerely,

Customer Service 
Abercrombie & Fitch

Consumer Response:

Hello:

Without sincerity this solution really,

First of all, free delivery, is because before the goods are defective cause return compensation, so now free shipping is just use my entitlement, but became your solutions, too disappointing.

Second, the $50 discount, can let my Christmas come again?

Why not follow my advice to do?


Regards,
**** *****

1/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband & I were shopping at the *********** mall in ******* ** and we bought a pair of jeans for my husband. The signage on top of the rack where all the denims for men in clearance were place said $29.99 & take an additional 40% off. So we went to check out having mentally calculated a rough price. At checkout the sales person said the discount was 30% on top of the clearance price, I took her to the rack & showed how it said 40% she just very casually removed the tag, so i showed her another huge sign in the middle of the men’s clearance section which said take an additional 40 % off & she says that was yesterday’s deal & mind you all this is taking place at 8.05pm an hour before your store closes for the night. Now let me tell you my problem is not the 10% difference that you falsely advertised all over your store, its the attitude with which the sales girl was talking to me. She was fine with all the other “American looking costumers” but particularly rude to me (I am from *****, though have been in USA fora few years now) & trying to explain things to me like I am an imbecile. I completed my Medical school so please spare me the looks that said you don’t understand a thing just coz you are *******!!!

Desired Settlement: Consumer does not specify resolution, but appears to be requesting difference in the sale price as advertised.

Business Response: Dear *****

We appreciate you taking the time to send us your feedback and we apologize for the service you received while visiting one of our stores. Our leadership team works very diligently to make sure experiences like the one you described, do not happen.

We would like to forward this to the appropriate teams to ensure that this does not happen again. We would also like to offer you a promotion to use on your next purchase, either online or in a store to help make this right. However, we will need to know which brand you were visiting? We have both Abercrombie & Fitch and Hollister locations in the *********** Mall in ***********

Sincerely,

Customer Service
Abercrombie & Fitch


Consumer Response: ***** *** *** ************************  ***** ******* ******** *** **** **** ** *** ************************************ ******** ********* ** ********

I would like to reopen this case please.  I didn't get a chance to repond to the company.
 
Thank You.

1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of jeans from Hollister's online store hollisterco.com on 12/26, when i recieved the pants though they were labeled 7, which i ordered they were 2" wider at the waist then all other hollister brand pants i own. I contacted a customer service and they had me send photos of the pants and photos of them with my other hollister pants in 7 size with them. it was determined those pants were mislabeled and I was told to return them and they would send me another pair. After a week I received another pair of pants, much to my disappointment I was sent a size 9, not a size which I ordered. I had told them from the beginning I had ordered using a visa gift card I had recieved as a xmas gift and had thrown it out after I had finished using all the money off from it. I was told today after i have sent back yet another pair of pants that they refuse to send me what i ordered, even though I have been told by other people that they would. Instead they are emailing me saying they refunded my original payment method which they know i do not have and have no way to get back. One rep had even told me even though I said i didn't want a refund just what i ordered that they would issue me a different gift card but the latest person tells me i have to take that up with the financial institution that issued the gift card, which i can't because it was a gift and ihave no receipt for that gift card because of that. Because of multiple mistakes by their employees I have no product and am out the money. However they continue to sell these pants on their website and the size they owe me is instock still. I have asked the reps numerous times to have someone from corproate contact me and they have ignored that request. I have multiple times said i wanted the pants i ordered and was ignored. I was told i would have to get my money back then order again and pay more than I did the first time around(since the item is no longer on sale the way it was when i order) then email them so more and have them adjust it. I have never had such a hard time getting a pair of pants, this has been nothing but a headache for something that should of been so simple order number: ####### Hollister Wide Leg Flare Jeans 614105202 Size: 7-R Color: MEDIUM WASH Price: $20.00 Store Item ############

Desired Settlement: I just want the pants that i ordered

Business Response: Dear ********

We sincerely apologize for the inconvenience that this has caused, and that you have still yet to receive the correct pair of jeans. We are going to have our Merchant Team take a look at this particular sku, it appears that there may be a error in what is listed versus what is actually in that sku's location in out Distribution Center.

Your initial email thread within Customer Service was escalated to our Home Office team, and that is why there was a delay in the response. However, it appears that you have agreed to receive a refund via PayPal, and a new order ########## was placed with a replacement pair at $0 charge.

We are confirming that the sku issue is resolved. If you do receive the incorrect size again, please let us know. You can go ahead and keep the jeans, but we will need to make sure the sku issue is resolved before sending again.

Sincerely,

Customer Service
Hollister Co.




Consumer Response:
I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.  However I will never be ordering from Hollister again because this was a nightmare and the pants I received today though marked a 7 are still at least 2" wider at the waist then all my other pairs of Hollister jeans...they are not a 28" waist. And if selling product like this is acceptable I'll find a new placebto purchase my jeans. I'm very very unhappy and have still received no refund as stated and as it is I get charged PayPal fees on any money going through because I have a business account and at this point I could care less if I ever get it. 

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online in September 2014, some of the purchased items didn't fit so I returned them in the box with the label provided. After 2 months the items were acknowledged received by Hollister and they said a credit was issued to my Visa card on 12/7/14. This credit has not shown up in my account and I have gotten no further responses to my emails requesting proof of the credit issued so I can address it with my bank if needed. I was told it would take up to 5 business days to show up in account, however it has ben 12 days and still no refund and no response. e

Desired Settlement: I want the refund that is entitled to me in my account as soon as possible.

Business Response: Dear ******

We apologize that you are having trouble locating your refund. We do not show any returns against your order ###### but we do show that a credit was issued on 12/18/14 in the amount of $47.31. You will find the attached screen shot of your order payment and credit history for Visa ending ####.

You will need to contact your bank for a status on this credit, as we show it has been processed.

Sincerely,

Customer Service
Hollister Co.

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service in the store was horrible. That employees who took my return was very rude. When I asked where A product was in the store, instead of showing me where, he pointed in the direction. Two other employees were standing close to him, he could have directed another employee to assist me. The other employees in the store did about the same. Along with two other customers including myself, we waited for more than 15 minutes at the dressing room waiting for employee to assist us. This happen about 10:15 AM and the store was not busy at all. I'm not sure how a company such as this one can have employees with no serviceability skills. Neither myself nor my family will shop at the store again.

Desired Settlement:  I doubt it will happen, but I would like an apology from the employee who was bitterly rude and arrogant.

Business Response: Dear ******

We apologize for the negative experience that you had when visiting one of our store locations. We truly appreciate your feedback and would like to be able to send this to the appropriate leadership team and District Manager to review, as well as coach the individuals involved.

Can you provide us with the following information from your visit? If you made a purchase, it will be located at the top of your receipt. If you did not make a purchase, please provide the date you visited the store, which brand it was, as well as Shopping Mall name and city.

Store # or name:
Date:
Transaction #:

Once we have the information from above, we will be able to follow up appropriately and come to a resolution for you.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:  Store number #####

Register number ####
Transaction number ####
Date/ time November 30, 2014 at 10 :03am
Cashier number ####

Regards,
***** ******

Business Response: Dear ******

The reply email that you sent was blank. 

Can you provide us with the following information from your visit? If you made a purchase, it will be located at the top of your receipt. If you did not make a purchase, please provide the date you visited the store, which brand it was, as well as Shopping Mall name and city.

Store # or name:
Date:
Transaction #:

Once we have the information from above, we will be able to follow up appropriately and come to a resolution for you.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: The requested information:

Store number #####

The employee took my return was very rude. Cashier number ####, register seven, transaction number ####.

Along with him, they all (employees) appeared distracted and away from all of the customers including myself. Myself and two other folks waited at the dressing room for more than 15 minutes. Employees going back-and-forth in and out the employee access door, walking past us as if we were not there. The two other customers that were waiting with mewe're just as pissed off as I was. Overall, your employees all appeared distracted and concentrating more on what they were doing rather then what we were doing as customers. However, there was one employee who was friendly and smiled. (never go back. Sorry. 


Regards,
***** ******

Business Response: Dear ******

Thank you for providing us with the details of your experience, which we forwarded on to the appropriate District Manager. We wanted her to be able to reach out to you and address your concerns directly. She has confirmed that she did speak with you and that this has been resolved.

Again, we appreciate your feedback and sincerely apologize for your experience. We do hope that you visit our stores again soon!

Sincerely,

Customer Service 
Abercrombie & Fitch

Consumer Response: issue not resolved, "she", I do not know this person

Regards,
***** ******

Business Response: Dear ******

We apologize that you feel this is not resolved, as we do appreciate your feedback and value you as a customer.

The District Manager, ******** has reached out to you and would prefer to resolve this issue for you via phone or by email. She would like to address all of your concerns personally, being that she takes ownership of the store experience within that district.

******* 
###-###-####
*******************************

We feel that that is the best way to resolve your issue, as it pertains to a personal experience and we are unable to rectify the issue by means of correcting a transaction or billing inquiry.

Sincerely,

Customer Service
Abercrombie & Fitch


Consumer Response: I was called by a district manager and I returned her call the next day, I left a message and she has not responded. I do not want any refunds or exchanges. By no means at all has Abercrombie and Finch tried, with common American business practices, to repair my Bad opinion about them. I received a call from the manager who is highly arrogant and acted as though he was not in the wrong. I received a call and a message left on my cell phone from the district manager and she has not tried to repair my opinion regarding Abercrombie and Fitch. She has not returned my calls. 

Regards,
***** ******

Business Response: Dear ******

We apologize that you have not been in touch with her, she also tried giving you a call yesterday as well. We appreciate your feedback and have addressed these issues with the team involved and the District Manager will be available if you wish to voice your concerns with her personally.

We have sent you a 30% off promotion code to use on our next purchase online or in store, and hope to see you again soon.

Sincerely,

Customer Service 
Abercrombie & Fitch

1/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed a orders for my neices, nephew and my children on 12/18/14 at Hollister.com. I had to do the orders individual since I live in ** and my neices and nephew live in *********** and there is not a place to ship to multiple addresses on the web site. Because I was shipping to others and didn't want my credit card info on shipping receipts, I bought prepaid cards in the amounts I pIanned on spending on each. I registered all the cards in my name on the site the cards provide. I have ordered for last 2 or 3 years now from Hollister for my children for Christmas using my email, my address, my phone number. I choose to order them something from Hollister because I had free 2 day shipping from shoprunner with them, they had a good sale going so I could order them something nice since I was on a budget. Plus I had made a order a week or so before this one of my sons and daughter-in-law using my free 2 day shipping, the order arrived on time with no issues (using my same email and billing address). So the first order I place is for my house it came to $97 I put it on one of the registed $100 cards. 2nd order is to my niece in ** for $38.48. So of course I have to change the shipping address but I don't change billing address from my address because it didn't change. I just put new card number in from a $50 prepaid card in the slot that asks for credit card number, never changing billing address. 3rd order is to neice in ** for $40.79, once again I change shipping leaving billing address alone. I put in new credit card number froma $100 prepaid card. 4th order is to my neice in ** for $26.84 so I change shipping address again and use same $100 card as previous order. 5th order was to my nephew in ** for $26.46, I changed shipping and used same previous $100 card. Later that day I receive a email that my order is on hold, and all 4 of the others were canceled because of billing issues, if I want to place a new order to fix billing issue. I call customer service to find out what the issue was. On my order the representative said the card had been declined so I gave her card number again and it went thru. I looked and there was a hold from hollister for the $97, she also took the hold off my order. 2nd order she said was canceled because billing address did not match credit card. The represenative said it had billing address as my niece in **. I told her I never changed the billing address just the shipping address. The representative told me I could reorder, she could not give me free 2 day shipping but if I placed my order thru her but it was guaranteed by Christmas as long as I ordered by the 19th, I ordered again on the 18th. The next 3 orders were the same everytime I changed shipping address the site changed the billing address to match the new shipping address. My $50 card for 2nd order had the $38.48 hold, the $100 card had $94.48 hold on it so my money was gone until hold is off. So I was very upset they canceled rather then put a hold and emailed me to contact them. I asked to speak to someone about the issue, the representative said it was the Research & Resolution department that handled it, she would send a email explaining my problem and they would contact me within 48hrs. If they were going to get there items before Christmas I coundn't wait 48hr. So placed my orders again thru the representative this time. I had to use the prepaid cards I had for my bought kids for these orders, so I went to the card site and registered my cards and gave them to the representative to process. I received a email telling me my order was placed. Saying I did as first email said , fixed the billing problem (I didn't cause), even ordered thru representative. I never dreamed there would be a problem with my new orders that has another $230 or so tied up on top of the other money. I finally receive a email from Research & Resolution the next morning ( 12/19/14) telling me it was because of billing address info didn't match up. Research & Resolution in the email tells me to fix billing address and if I want to reorder I can. Because I asked for someone from that department to contact me so I could talk to them, I email them back telling them what happened, to find out later it was a unattended email that was sent to me. So my taking the time to respond to Research & Resolutions email was a waste. As of 12/19 I had not received a shipping conformation except for one order, the ** one. So I call to find out what was going on and the representative told me all my other orders had been canceled. I asked why and he said Research & Resolution would have to get with me on it. I asked them to please send them a email asking for someone I could reply to. The represntative also told me not to order anymore they would be canceled too. At this point I'm in tears, the money I had put back and saved so I could order Christmas gifts for my necies and nephew was tied up, the cards I had got for my kids was tied up (over $360), It's the afternoon of the 19th, I don't have my order with the gifts I was getting my kids and the orders for my nieces and nephew. I had already told them I was sending them something really nice for Christmas, I had to send them something and now didn't have anything or money. I also had told my daughter-in-law not to buy the cologne at the Hollister store in the mall for my son because I had aready ordered it. I ended up talking to my kids and explaining what happened, asked them if they minded if I sent some of their gifts, then I would have the orders from Hollister sent to my house to and give it to them. Since my nieces and nephew were young teens it would be hard to explain to them and very embarrassing . So I unwrapped some of my kids gifts and paid for overnight shipping to have them there in time for Christmas. With my last orders I never received even a cancellation email, and the 48 hrs for Research & Resolution to reply has long past. They never replied. The only package that ended up shipping and was guaranteed by Christmas arrived Tuesday the 30th. The holds on my card came off Christmas day. My money was held up where I could not even replace the gifts. I have a 6 emails including 1 from Research & Resolution on 12/19 telling me to reorder, just so they could cancel my orders again and tie up more of my money. My Christmas so upsetting and I felt so shamed because I chose to do business with Hollister, I had to pay to have gifts overnighted when I had free 2 day shipping. I ended up spending hours on hold and the phone trying to find out what happened. To this day I have not had a answer. I have emails and credit card screen shots I can summit.There is not enough room on next page that askes for order number since it 9 orders in total. Thanks *******

Desired Settlement: I would like my outcome to be for them to tell me why they recancelled my second orders. Even after Research & Resolution emailed me to reorder. The first order was not my fault but I can understand. I would like to get all of my orders ( except for the one that shipped to *** ) sent to my house for the same price I had ordered them for saying I had to send my kids gifts in exchange. Thanks *******

Business Response: Dear *******,

Thanks for contacting us about your orders. We are truly sorry for any inconvenience that has occurred. 

It looks like your orders were cancelled by our fraud team due to suspected fraud. We are unsure what triggered the fraud review, as our fraud team does not release that information. 

They have informed us that they have made a notation on your orders that these are not fraudulent. Future purchases should go through without issue. 

Please feel free to go ahead and replace your orders online. We will be happy to waive your shipping charges and match your previous purchase prices. We have sent you an email that you can reply to with your new order numbers. 

Also, please note that no credit card information is shown on the invoice, or sent in any way with any online order.


Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ####### and find that this resolution is satisfactory to me.

Regards,
******* *****

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam, I am a resident of ******, I was on vacation to ******** ** last week and i visited this Hollister store. I liked few items and brought it, there was a jacket which was defective. I called them 2 days ago to find out the return policy or exchange as i paid good amount of money for the jacket. The store representative told me that i can go to any store in toronto to exchange it, i went to toronto eaton mall hollister store but they didn't had the L size there. I asked for a refund but they refused to refund. I am so unhappy now, i thought Hollister is a great company and i was a big fan to their clothes. I will attach a sample pic of defective threading of the jacket, please look at it. I truly don't know what to do now. Kindly help me on this asap.

Desired Settlement: I am totally unhappy as your representative said that they can't do anything, this is a shock for me. I felt your store was amazing but now i see the clothes are defective and non stitching few places. I will have to check my other clothes now to make sure others are at least okay. Kindly understand my feeling and help me to exchange or return the product.

Business Response: Dear ******,

We apologize for the experience you had trying to exchange your purchase in ******, unfortunately you can only exchange or return for merchandise credit when returning merchandise purchased in a different country. This is stated on the back of our receipts, we have attached a screenshot for you to reference.

However, we have gone ahead and refunded you $42.56 back to your MasterCard ending in ####. Please allow 3-5 business days for this to appear and post to your account.

We do hope to see you again soon, and we appreciate your feedback!

Sincerely,

Customer Service
Hollister Co.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me. I think this answers about the best people and best companies. I trusted Hollister and they satisfied me more than 100%.

I would love to come back to Hollister stores and more than happy to recommend to all of my friends and family. 
Have a great day ahead !
Thanks again Hollister...

Regards,
****** ********

1/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 20, 2014, I called Hollister and placed an order for a coat that was to be delivered before Christmas. I did not receive it. I called last night and asked about the status of my order number being###### I was told the order was cancelled by the company because it was the wrong price by a third party. I explained to the Manager that this had nothing to do with a third party and I placed the order with Hollister and gave my credit card information to Hollister. I have the order number and the lady stated it was being sent before Christmas. The Manager then stated that the Company sent an e-mail stating they were canceling the order. I never received such e-mail. The Manager then said well it was cancelled. This is not professional and I believe Hollister should stand behind its orders regardless of a third party advertisement which I am unsure what that means. The order was placed with Hollister and the product was in stock.

Desired Settlement: I would like to have my order completed for the amount agreed at 28.00 with free shipping to my home address on file.

Business Response: Dear *****

We apologize that we had to cancel your original order, and that you never received communication on the status. It appears that your email address that was used to place the order was entered incorrectly by mistake of the CSR that placed your order.

However, we do want to make this right and are sending you the Jack Creek Twill Parka, size Large in Navy (#####) at no additional charge with Next Day shipping. Your new order number is ##### and you should receive an email confirmation shortly, followed by a shipment confirmation containing the tracking information.

We do hope that this experience has not over shadowed your perception of us and we hope to see you shopping with us again!

Customer Service 
Hollister Co.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.

Regards,
**** *******

1/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hollister advertised instock orders on 12/18 to arrive on or before 12/24. my shipping is being sent via smart post and will not arrive until 12/27 saturaday

Desired Settlement: contact fedex and update my shipping to next day

Business Response: Dear *******,

We apologize for the confusion in your order #####. Our holiday shipping promotion, guaranteeing in stock items by Christmas had exclusions that were detailed on the Shipping & Handling page. We have attached a screenshot of the details, where it states that it "Excludes orders containing Fine Fragrance and Body Mist purchases, and orders shipping to P.O. Box, APO and FPO addresses."

Orders with any of the above exclusions will still be shipped via smart post. However, we have tracked your order and it shows that has arrived at the FedEx Smart Post Destination in ******** **. There is a chance that you will receive it before the expected ship date.

We sincerely apologize for the inconvenience and do hope that you will give us another chance! We have sent you a 30% off promo code for you to use on your next purchase for the inconvenience.

Customer Service 
Hollister Co.

Consumer Response:

my order was placed on 12/18. The screen shot you provided  does not mention the latest day for fragence products 
Also the order confirmation stated the delivery date to be 12/24.
1. This could have been resolved by contacting fedex and reassigning to the fastest delivery
2. Insulting me with an incomplete tos , and attemping to blame me for the lack of reading the tos
3. Why would you think a 30% limited time offer coupon would create a returning customer. 
I have been misled and now a christmas gift not delivered on time.
You can keep the 30% coupon and provide 50% partial refund back to my payment method or a 42.00 gift card 
Regards,
******* *****

Business Response: Dear ********

We apologize that you feel that we mislead you with our shipping cut off deadlines. We do not specify a cut off date for fragrances as they are delivered via Smart Post. 

We have a issued a credit in the amount of $21.39 to your order ##### We do hope that this does not shadow your perception of us and that we see you again soon.

Sincerely,

Customer Service
Hollister Co.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me.

Regards,

******* *****

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a return to the store I purchased the merchandise from the very next day 10-26-14 and I have yet to receive the money back on my debit card. I have gone to the store multiple times and spoken to multiple employees, they told me it can take up to 28 days to go back and then they said it's my bank account. I called my bank and they told me that they don't have any pending refund requests. I was told I had to email Hollister and get in touch with customer service that way. They still haven't given me a refund.

Desired Settlement: I want a refund for the amount I paid because I did return it and I have a return receipt.

Business Response: Dear *****

We apologize that you have had to email in to us regarding your refund. We do see that you have been emailing back and forth with Customer Service, and it was escalated to the department who handles refunds and they were in the process of researching your transaction.

We have looked in to your refund and have found that is is showing processed. The Store information that was provided was off by one number, which is why we were not able to locate it the first time you emailed in. We were able to find it with the following.

Store 30320
Date 10/26/14
Transaction ####

Your bank will not show a pending transaction for the amount of $37.89, because it should be processed and settled as of 10/27/14. We have attached screen shots of the charge and credit showing as settled.

We apologize for the confusion and hope that we see you again soon!

Customer Service
Hollister Co.


12/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE PLACED AN ORDER AT THE ABERCROMBIE&FITCH ONLINE,THE ORDER WAS SHIPPING BY THE FEDEX SMARTPOST AND DELIEVERING BY USPS.BUT I HAVE NOT RECEIVED THE PACKAGE,I ASK THE ABERCROMBIE TO RESHIP MY PACKAGE,OR REFUND ME.BUT THEY REFUSED,AND THE ABERCROMBIE DID NOT DO ANYTHING TO HELP ME FIND THE PACKAGE,I HOPE YOU CAN ASK THE ABERCROMBIE TO REFUND ME!THANKS

Desired Settlement: REFUND ME OR RESHIP MY ORDER

Business Response: Dear *****

As a one time courtesy, we have issued a refund for this package.

Please know that shipping to third party freight companies is against our policy. Please ship the orders to the address that is associated with your billing information. 

In the future, we will be unable to assist with any package errors that are shipping to third party freight companies. 

Sincerely,

Customer Service
Abercrombie & Fitch

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two $50 gift cards to be delivered via 3 day Fedex expedited shipping. The gift cards were never delivered. I called Hollister and spoke to ******. I told ******* that I was in a rush to get the gift cards because I needed them for presents. ****** told me it would take up to a week to resend the gift cards, but he could cancel the gift cards and refund the $100 (2x$50) to my credit card, and that I could go my local Hollister store and repurchase the gift cards so I would have them in time as gifts. I agreed that was the best way to handle this situation, and ****** cancelled the order ######. I received an email stating the order had been cancelled and my credit card would not be charged, or I would receive a refund within 3-5 business days. After 10 days there was still no refund, so I called Hollister and they stated now they couldn't refund the gift cards, and ****** was wrong, and the best they could do is resend the gift cards, even though I already re-purchased the gift cards, and don't need $200 of gift cards.

Desired Settlement: Hollister needs to honor what ****** told me to do, which was refund the original gift cards, and had me re-purchase the cards at my local store. I received an email from Hollister stating I would be refunded. I want my refund. See email below: Hollister Co. ORDER CANCELLATION *****, Your order ##### was cancelled for one of the reasons listed below. • You requested the order be cancelled • Your order contained merchandise on backorder that has now sold out • Due to a system error, we could not process your order for shipment If you paid by bank transfer, a refund for the cancelled items will be issued within three to five business days. If you used any other payment type, you were not charged. Thanks for shopping with Hollister! Customer Name: Kelly Krumrei Order Date: 11/17/2014 Order #: ######

Business Response: Dear ******

Thanks for contacting us about your gift cards. We are sorry to hear that they never arrived.

We have gone ahead and issued a full refund for your order. Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

If you happen to receive the gift cards in the future, you can just throw them away. We have removed the balances from them. 

Sincerely,

Customer Service
Abercrombie & Fitch

12/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have made an order with Abercrombie and Fitch a while back and it has been cancelled for no reason and I tried replacing the order which they told me to do and they are still cancelling my order. The Customer Service Department would always tell me that Escalation Team will get to me within 48 Hours and they would get back to me within a week which is way over the 48 Hour Deadline. I would like to resolve this issue ASAP, I have never experienced this issue with any other Company.

Desired Settlement: I would like my goods shipped as promised on date of your website.

Consumer Response: this is the same message they keep sending me, I have replaced the order and have checked every single detail from the Bank to address and everything is correct. Please let me know how we can fix this issue and have my order shipped.

Regards,
**** *****

12/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered from the company and they authorized my credit card. However, they refuse to send me the merchandise and I can show the authorization on my credit card too.

Desired Settlement: Please complete the order and repair/remedy this issue now.

Business Response: Dear ********

Thanks for contacting us about your order. Unfortunately we were unable to use the information you provided to fulfill your order. 

Your credit card has not been charged and any authorization hold will drop off of your account in three to five business days.  If you  replace your order online, please make sure of the following:

1. The billing address matches what your credit card company has on file.
2. The address to which you are shipping is a valid shipping destination.

We apologize for any inconvenience this caused you.

Sincerely,

Customer Service
Abercrombie & Fitch

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Horrible experience! This is for cashier ********. (She is Asian, I only mention that bc I don't know her name and was the only non blonde) I walked around the store for ten min looking for someone to let me in a dressing room. I found someone and asked. She looked at me like she was perplexed. She said "Follow me." So I followed her to the cash register as she started to ring someone up. After a few min i said can someone else help me? She said, "yes ***** is out there she can help you." Im thinking, who is ***** are you kidding me? So they finally went to find ***** and I decided to buy the dress and the credit card machine was broken so I couldn't take my pin. I told her and she said "well you are just going to have to press harder. " I did and nothing happened. .. After many attempts from both of us she decided to try the transaction as credit, only to repeat the same fiasco. The girl was rude and very unprofessional. I will only be returning to the store to get a refund.

Desired Settlement: Correct the customer service.

Business Response: Dear ******

We sincerely apologize for your experience while visiting one of our stores. That is not the service that we strive for and work very hard to prevent exactly what you described. We would like to gather a bit more information so that we may forward this to the appropriate leadership and teams to review, so that we can avoid experiences like yours from happening in the future.

Can you provide the following from your receipt:

Store Number:
Date: (we see both 10/13 and 11/13 listed in your Complaint Background)
Transaction Number:

Once we have that information we will be happy to look into this further.

Sincerely,

Customer Service 
Abercrombie & Fitch

12/10/2014 Problems with Product/Service
12/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 10, 2014, i placed an order online with Abercrombie with Order #:#####. The order contains four clothing items and each was under $80 dollars. The total amount of the order is $ 245.65. On the email confirmation i received subsequently, there is a "estimated sales tax " charge of $6.64. In NYC, your clothing purchase is not subject to sales tax is the item is under $110. Since it says "estimated", i assumed that the charge will be taken off later. On November 12, 2014, two days after the purchase, Abercrombie charged the $6.64 to my credit card. I thought that was just a small error that will be easily fixed. I emailed *************************** on 11/14 which was never responded. Today, i sent a second email trying to resolve the issue. In the email response that i received later today, your representative ****** stated " We have reviewed your last 2 orders and have found that you have not been charged sales tax on either order." He further resent the email confirmation of order ##### (the other order has no issue). The same email that i received after the purchase, which has an estimated sales tax of $6.64. Ironically, your representative stated that he HAS NOT FOUND that i have been charged sales tax. It is a small amount that is at issue. However, the way Abercrombie doing business was very disappointed. I don't believe you could say that was a oversight if i specifically pointed that issue to be reviewed. Your customer service representative was very unprofessional. It should be noted that I have disputed this charge with my credit card company. However, i demand Abercrombie expedite the refund process. Thank you.

Desired Settlement: Aside from credit me back for the charge that was not supposed to be charged, I also demand a written response from Abercrombie for this incident.

Business Response: **** *****
Thank you for contacting us about your order. We are sorry for any inconvenience that has been caused.

The tax of 6.64 was charged on the Moose Onesie. This item is subject to tax as it is considered a costume, not clothing. 

Per the New York State Department of Taxation and Finance, costumes are not exempt from sales tax. 

***********************************************************************

We hope this has answered your question. Again, we are sorry for any inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS WAS THE LETTER SENT OVER A YEAR AGO....NO RESPONSE!!!!! 8/18/2013 To whom at may concern: I went shopping at Hollister this past weekend; this isn’t something out of the ordinary. I’ve shopped at Hollister for over 8 years now. I have not had any issues in the past but this weekend as the promotion was going on for the free jeans, the card I used when I got to the house was invalid. This was the first time I have received a card for the promotion. I don’t know why your greeter is handing out expired cards. I don’t think I should be required to drive another 20 miles to the mall to get another card, and then drive back to send it through my e-mail. I never write these sort letters but I think I shouldn’t be treated this way. I’ve patronized your stores for enough time and spend enough money, not to have these sort of issues. I’ve enclosed the message I received. I have also included the card I received. I think this should be handled immediately. I can shop at another clothing store. Sincerely,

Desired Settlement: An apologetic letter, and/or replacement.

Business Response: Dear ******

We apologize for your experience from over a year ago, can you confirm whether you sent a physical letter in to us or if you emailed us with attachments? 

The only contact we were able to locate from you with this contact information is from this past July inquiring about our school promotion:

"Dear Abercrombie,

Are you having your back to school promotion this year? And when does it begin?  The free jeans promotion, I didn't get a pair last year so I was hoping to get one this year.

Sincerely,
******"

To which we responded:

*******

Thanks for emailing us about sales and promotions.
 
We currently do not have any information at this time about future sales and promotions. The Customer Service department finds out at the same time as our fans do. Keep checking our website for the latest styles
 
Be sure to also check us out on Instagram!
 
George
Customer Service
Abercrombie & Fitch"

If you did send a physical letter to us at Home Office, we do send out responses as well as resolve issues as they arrive to us. I apologize if your letter did not make it to us, but we would not have a way of tracking it. However I can assure you if we received it, you would have gotten a response. The best way to contact us in the future is via email, the way you emailed in to us in July.

Sincerely,

Customer Service
Hollister Co.

Consumer Response: Possibly didn't give it more thought than the physical letter I send to the company.  It's a great promotion,  the reason the letter was sent was because It was difficult to get another chance at winning and it was very distressing considering the avenue selected through mobile technology.  I perfer physical letter over e-mail.  I was hoping for another card, I would have forgot about it, then a few weeks ago I noticed the letter I send on my desktop and didn't feel like anything ... I also want to point out that I have shopped at your store many times after that.  well, here, i think your promo ended and I have to wait another year for another chance... could you send me an extra chance at the current promotion even if it isn't for jeans?

Business Response: Dear ******

We sincerely apologize that you feel that we are not giving your complaint much thought, we do appreciate your feedback and value you as a customer.

We do not currently have anything extra in terms of a chance to win a free item. However, we have significant promotions running on our websites at the moment as well as a couple door buster offers that are running online exclusively today.

We do hope to see you again soon!

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:   It was a generic response to any matter raised with its complaint department.  Why would anyone accept that.  Its ok to leave this as unresolved, Anyone can shop at another store.

Regards,
***** ***********

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 8,2014, I placed an order (20057362632) which included six pairs of men's jeans. They were on clearance and were $11.13 & $11.14 per pair. This email showed that these items were in stock. On November 11, 2014, I received an email notifying me that the jeans were on back order and would be shipped on November 24, 2014 and had an option to accept the new ship date or to decine. I chose to accept the new ship date. On November 11,2014, I received an email stating that the back order was cancelled and that these jeans were no longer available for purchase. I am angry because the first email confirmed that these jeans were IN STOCK. This is not okay. I was trying to purchase these jeans for my nephews and my son's friends for Christmas but now the prices have gone back up and I no longer have the opportunity to get them at a low price. This practice of making an item as "in stock" and not really having them "in stock" is bad business as far as I'm concerned & it need to be rectified.

Desired Settlement: I want to have six jeans at the same size and price that I originally ordered them. They don't need to be the same wash but I would need to choose the cut and rinse of the jeans.

Business Response: Dear ******

Thanks for contacting us about your order. We are sorry for any inconvenience that has been caused.

Sometimes there are more requests for an item than we have inventory.  When this happens an item will go on back order.  If there is still demand for this item, it will remain in our inventory with a backorder date. 

In some situations the people who request our inventory take a quick look and see how many people have requested that item. They then "order" that many more of that item and place it in stock.  But, they forget that more orders are still coming in to our system after their quick look.  When this happens, the backorder becomes sold out.

If you would like to go ahead and make a new order for your jeans, we would be happy to honor the previous prices that you had. Just go ahead and place the new order, and then send us your new order number. We have sent you an email through our company email system that you can reply to with your new order number. Once we have the number, we can make the price adjustments.

Sincerely,

Customer Service
Abercrombie & Fitch

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hollister made a deduction of balance on my merchandise credit instead of increasing it when I made a return, so it took a few week until we figured everything out. Then they agreed to just refund the balance of the merchandise credit to my original form of payment. A few days later after I received their email of notification, I realized that the bank account(***** ****) I used to purchase the merchandise was closed permanently because ***** **** had been charging me fees. I send them an email, explaining to them about the bank account, but they said the transaction went through already and it was successful. I called ***** ****and ask if there are any money send to my account but they explained to me that the transaction can not be processed once I have my account closed. I spoke to three rep from ***** **** and they all told me the same thing. Both Hollister and ***** **** claim it's not their fault but the refund must have went somewhere. 

Desired Settlement: Hollister should refund the money back into a new form of payment since the bank(***** *****) claims that the transaction must not be able to be processed due to a closed account.

Business Response: Dear ******,

We sincerely apologize for the inconvenience of this experience, and want to get this resolved for you as quickly as possible.

We have looked over the details of this incident and unfortunately we will not be able to issue you a credit to a new form of payment. We are only able to issue you a credit to the original form of payment or on a merchandise card, as stated on the back of our store receipts and online under return/exchange information.

If you have a new account linked to your old account that you closed due to incurred fees, then the credit will post to your new account. We do show that the refund was successfully processed to your Visa ending in ####.

However as a one-time courtesy we will issue you a new refund in the form of merchandise credit for the amount of $63.67. Please respond to this with the mailing address that you would like it to be sent to.

Sincerely,

Customer Service
Hollister Co.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ###### and find that this resolution is satisfactory to me.

 
 
Hollister Co.:
 
Please send the merchandise credit to **** ****** *** *** * *** ********* ** *****
 
Regards, 
**** *** **

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received items that did not fit and returned all the items asap but still have not received my refund. My order number is ###### Its been processing the refund for over a week.

Desired Settlement: I feel that I should be refunded ASAP. Its not right that you had your merchandise for over a week but I still don"t have my money back!!!!!!!!!!!!!!!!!

Business Response: Dear ********

Thanks for contacting us about your return. We are truly sorry for any inconvenience.

Once a return is received at our distribution center, it can take up to two weeks for it to be processed. This is just due to the high volume of return packages that we receive. We apologize for any inconvenience this may cause.

We have gone ahead and issued a full refund for this package. Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #### and find that this resolution is satisfactory to me.

Regards,
******* ******

11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from Abercrombie and Fitch which was misrepresented and false advertised. The company refused to refund shipping charges on the product shipped. Customer services refused to handle and store manager at ****** ****** refused to handle. I will be reporting this matter to the authorities.

Desired Settlement: Full refund on the misrepresented merchandise and shipping costs.

Business Response: Dear ******

Thanks for contacting us about your issue. We have gone ahead and refunded $67.84 to the card you used on this order. Please allow 3-5 business days for your card issuer to process this refund and post your account.

Don't worry about returning the belt. You can go ahead and keep it. 

We are sorry for any inconvenience that has occurred. 

Sincerely

Customer Service
Abercrombie & Fitch

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a coat from Abercrombie & Fitch online store. During the checkout process I authorized the 150.00 for the coat. It was approved, confirmed and I was sent an online receipt indicating same. Two or three days later I received a shipping notice and the new receipt indicated that the company had added 10.50 for tax. This was an unauthorized charge as it was not on the original sales receipt that I had approved. We don't have a sales tax in RI on clothing, and as such I should not have been charged for same. I have made 3 phone calls to A & F and was told all 3 times they were not authorized to correct the problem. They directed me to an email address and I have since sent 3 separate emails over the course of several weeks, and this has been ignored and not resolved. I find this unacceptable. Please help.

Desired Settlement: I would like a refund on the 10.50 that was charged to my credit card for "tax" that I am not obliged to pay on clothing in RI.

Business Response: Dear ******

We apologize for the inconvenience and misunderstanding that you have experienced. It appears that you were incorrectly charged for the tax on your order ####### in the amount of $10.50. We have gone ahead and issued a credit to your MC ending in ####please allow 3-5 business days for this to appear and post to your account.

We appreciate your understanding in this matter and do hope that you will give us another chance! We have sent a 30% off promo code to the email address associated with your order.

Sincerely,

Customer Service
Abercrombie & Fitch

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two $750.00 A&F gift cards. When I check my balance online today, it is all showing $0 dollars. I have receipt in front of me. I did not used the gift cards. I have not have a chance to use it. Gift cards are purchased in the store. I have not use the gift card whatsoever, but they are both showing $0 balance. It suppose to have $750.00 each! Here is the receipt information: Store #: ####Reg: #### Trans: 1716 Date/Time: 2014-06-21 13:53 Cashier: ###### Gift card numbers: ##### pin:####pin: ####  After several contacts with A&F customer service via email, I was offer no help. Clearly there must be some kind of error. I have the cards in my possession inside a locked safe the entire time, it is impossible that it was used. I'm asking BBB help me resolve this problem with A&F.

Desired Settlement: Replacement of the gift card or a full refund.

Business Response: Dear ****

Thanks for contacting us about your gift cards. Our system shows that there were two $750 gift cards purchased in the transaction you specified. 

Our system shows that both of those cards have been redeemed for their full value. 

The first card, ending in ####was used twice on 6/22/2014 at store #### in ****** **** **** in ***** **. The first transaction was for 15.26, and the second was for 377.57. 

The card was then used on 6/29 at the same store for 236.74. 

On 7/3 the card was used for the remaining 120.43 at store #### in ********* **** in *** ****** *** 

The second card, ending in ####, was used on 6/29 at the ********* location for 21.80. It was then used on 6/30 at the ****** *** store for 140.51. 

On 7/3 the card was used for 324.76 at the ********* store, in the same transaction as your other card ending in #### was used for its last 120.43. 

On 7/4 this card was used for 184.67 at the ********* store, and on 7/5 it was used at the ********* store for 78.26.

We hope this clears up the usage of your gift cards. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I lived in Georgia and purchased the gift cards near where I lived.  It is used several states away! I did not used the cards. I have the receipt and the cards in my possesion.  I will not be held responsible for this, it is obvious it is your system error.  I demand a full refund or a replacement of my card!
Regards,
*** *****

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I returned the products on 08/2014. Contacted the company on 09/2014 and was told it could take up to 28 days for a refund. Contacted the company again on 10/2014 and told to wait 2 days. Emailed the co. that I would file a complaint if the situation is not resolved within the week. Co. replied that the matter was being forwarded to another department and to wait 2 weeks. It's been over 2 weeks. It has been 2 months since the return with no refunds. I have contacted the co. more than twice.

Desired Settlement: I would like a refund back to my credit or check for $210.32. The paypal invoice ID is********.

Business Response: Dear *******,

We apologize for the delay in our response and for the experience you have had trying to get your refund. We would like to get this solved for you as quick as possible, and can send you your refund via Paypal if you could provide us with your email address associated with your Paypal account.

Once we have that, we can submit for your refund within the next business day.

Again we sincerely apologize for the inconvenience and hope that you will give us another chance!

Sincerely,

Customer Service
Hollister Co.

Consumer Response: I am still awaiting a refund. My paypal address is ********@Gmail.com. This information was provided to the company before, and I have been waiting for a refund for over a month.

Business Response: Dear *******,

We sincerely apologize for the delay in our response from your first contact with us regarding your return that you sent in in August. We have submitted a refund of $210.32 to your PayPal account associated with the email address you provided, and it is showing claimed/completed on our end as of 11/17/14. 

Again we apologize for this experience and do hope you will give us another try! We have sent you a 30% off promo code to the email address provided for your next shopping experience with us.

Sincerely,

Customer Service
Hollister Co.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online with Abercrombie Kids for a gift card on Thursday, October 30, 2014. I placed the order before 9:00 a.m. EST & received an email confirmation for my order a few minutes after the order was placed on Oct. 30th. I paid the extra $10 to have the gift card delivered the next business day. I spoke with a customer service rep at Abercrombie on Friday, October 31, 2014. She explained that for some unknown reason their system did not process my order as it should have. The gift card had not been sent & would not be arriving until Monday, November 3, 2014. I explained I needed the card before then, & would like to cancel the order. A credit request was processed & I received an email from Abercrombie on Friday Oct. 31st stating that my credit card would be refunded within 3-5 business days. On November 3rd I received an another email from Abercrombie explaining that my order was placed on Saturday, November 1, 2014 at 1:25, and that per their policy stated on their website that I would not be receiving a refund for the gift card I purchased. According to Abercrombie's own admission the order was placed two days after I initiated it online, & one day after I spoke with their customer service rep about the problem. This should have given them more than ample time to cancel my order & process the refund.

Desired Settlement: The gift card has now been delivered by Fed Ex. I would like to return the gift card unused to Abercrombie for a full refund of my order $60 ($50 for the value of the card, plus the $10 next day shipping fee). As I previously stated the customer service rep explained that there was a some sort of error with their system. This error was through not fault of my own & Abercrombie should offer some way to fix their mistake, and not quote their policy as the only explanation.

Business Response: Thank you for contacting us about your gift card. We are truly sorry for any inconvenience that has been caused.

Typically, gift cards are not able to be returned for a refund. However, since this order did not ship within the promised timeframe, we will go ahead and issue a refund as a courtesy to you.

We have gone issued a full refund to the card you used to place the order. Please allow 3-5 business days for your card issuer to process the refund and post it on your account.

Don't worry about sending the card back to us. We have removed the balance from it, so you can just throw it away.

We are truly sorry for the inconvenience that has been caused.

Sincerely

Customer Service
Abercrombie & Fitch

11/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, I have contacted Hollister Co. (Part of Abercrombie and Fitch) on incident #*************. They failed to send me a item (Blue Leggings) costing $17.48, I have tried to get them to resend but they said they don't have it in stock anymore so comparable items and gift card credit even didn't work as a compromise. They said they'll refund it but, it never got refunded. After a whole entire summer worth of attempts to deal with them, it all failed. The last message I got from them was a special department would review it after sending the credit card documents in. They never responded after 3 warning attempts. I am left with zero options to compromise before contacting BBB. My desired settlement is listed below...

Desired Settlement: Since if the computer can't process anything, I would accept a Cash Based refund of the $17.48 amount. I don't need any apology or anything. All I need is that amount back and we're going to be all settled. Unless if they can provide a refund to credit card, it would be better. Otherwise, I need nothing more or less, I just need my money back for an item I never recieved. Thank you BBB! Regards, ***** *****

Business Response: Dear *****,

We apologize for the experience you had with your online order***********. We do show that we re-shipped you one of the shirts item ********* by mistake, however we also show that we have issued you the refund of $17.48 on 5/8/14 which we communicated to you in an email on 5/8/14 in incident******-******.

We have attached a screen shot of our payment processor showing that the refund was settled on 5/9/14.

Again, we apologize for the inconvenience, but it appears we have issued you the refund owed.

Sincerely,

Customer Service
Hollister

Consumer Response: I have not recieve the $17.48 on my credit card, it appeared their system may have done it, but the process did not go through fully. Unfortunately, my family closed the card account without notifying me during this dispute process so I am asking for cash or store credit. Just to clarify the attached document, the credit card statement attached below shows the refunds made in the previous month starting around 04/23 and ending around 05/22. The information oranged out is location based info and data I chose to blank out due to recent *********** ***** data breaches. As well as possible Email/Online Account Security issues. 

I also sent this document attached to Hollister Co. and the last message they said was they will reply back in a couple of weeks on the issues in the refund department, which turned out to more than a month.

Regards,
***** ****
Regarding complaint #10244337.

Business Response: Dear *****,

Thanks for writing back about your issue. We are sorry for any inconvenience. 

Please view the attached screenshot from our merchant processing system, which shows the refund on May 09. 

As this shows it was successfully processed in our system, you will need to contact AmEx for further assistance regarding this refund. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because the credit card account is closed due to a merge with another account. I did not recieve the $17.48 in the relevant PDF's provided. I request a compromise of half the cost $8.74 in store credit due to the missing cost that was no where to be found. 

Regards,

***** ****

Business Response: Dear *****,

We apologize for any inconvenience that this has caused.

If your account was merged with another account, the credit should post to that account. Please review the attached screenshot from our merchant processing system, it shows that we refunded the full amount of $17.48 on 05/09/14.

You will need to contact Amex for further assistance regarding this refund.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I would like to see an entire screenshot of said order transaction data including the refunds. The small cropped image is not enough for me to trust the transaction based on reviews from other customers. Normally, all similar situations resulted in them sending the whole thing displayed on the monitor. I would like a second photo of the monitor using another camera just to be certain it is reliable, not a fake excel generated image.

 
I am not going to go through the process of dealing with the credit card company without a clear screenshot, a second photo using a camera (camera phones acceptable), and an incident dragged this long, half a year already, and no customer service seem to be helping nor telling any clear and straightforward information to me. I had to attempt to reestabilsh several times because no response was given, and half way in, they forward my to the tech department and they never got back to me about any of this. 
 
I can let go of $1.00, up to $5.00, but $17.48 is a bit much. 

Regards,

***** ****

Consumer Response: Dear BBB Columbus Ohio, 

 
I have asked the business to do something I requested, it is not that hard! *******, ******, ****** and such all provided me with the full screenshot of anything, from computer diagnosis, to transactions, to detailed descriptions, not a basic cropped image. I need a full screenshot to dispute with my Credit Card Company. For the record, all return transactions processed  the entire year before the account was closed/merged except this sole one.
 
I am not going to give a basic spreadsheet that could be drawn with Microsoft Windows Paint. I think BBB could do better than that. You are for the consumer, and your motto as I type is Start with Trust. I need that to move forward, otherwise I will not recognize this case closed because I need the business to show trustable actions as a compensation for 5-6 months of lack of response and clear communications. You ought to provide better service, thanks in advanced.
 
Regards,
***** ****

Business Response: Dear *****, 

Thanks for writing back. Please find two files attached. One is a .pdf file that is a full window screenshot of the refund page. The second is a photo of the computer showing the relevant information.

Sincerely,

Customer Service
Abercrombie & Fitch

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a fan of Abercrombie, I opt-in their everyday eblast. Because of a 25% off promotion. I finally placed some orders recently for myself, my elder sister and intimate friend. On Nov 3, I received two emails. My orders were cancelled due to one of the following reasons. 1. Your billing address matches what your credit card company has on file. 2. The address to which you are shipping to is a valid shipping destination. I double checked. The billing, the shipping address are all correct. I called them, that agent who seemed not willing to assist said I would receive other email explaining the reason within 24 hours. She didn't know why they were cancelled. OK, I waited for couple days and no feedback. I sent email, saying I would get reply with in 2 business days, but also no feedback after that time. I replied email at last weekend and got the reply finally today.

[Incident: *************]? *******, This order was canceled and we cannot accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website. ******** Abercrombie & Fitch Research and Resolution

What I can't understand is how they can accuse me as a reseller? I'm so sad that I never do that, I'm innocent actually. I'm not buying your stuffs all the time. I just bought them sometimes. They can easily seen from the purchase history I haven't shopped them for over half a year. Thought of the cold of agents, the miss of promised time and no honorific in email, I'm really pissed off how this business is.

Desired Settlement: Consumer does not specify resolution, but appears to be asking for a direct response from the business explaining why the restriction is in place.

Business Response: Dear ********

Thanks for contacting us about your issue. 

Please disregard that email you received about resale. It was sent in error. We are sorry for the inconvenience that has occurred. 

We would like to ask you to replace your order at Abercrombie.com. 

Your credit card has not been  charged for the cancelled order, and any authorization holds will drop off your account in three to five business days.

We apologize for the frustration  his has caused you and we look forward to hearing from you soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ###### and find that this resolution is satisfactory to me.

Regards,
******* ***

11/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unlawful actions of staff and unpleasant billing practices

Desired Settlement: I want a&f to activate my merchandise credits .

Business Response: Dear ******

We apologize for the trouble you are having with your merchandise credits. It appears that we have already re-issued you gift cards in a letter dated 9/12/14 as stated below.

#############
#############


********* *** **** ****** *******       **** ******* *****        *********** *** *** *** ******      **** *******  

Thanks for contacting
Abercrombie & Fitch regarding your gift cards. Enclosed, please find
replacement cards in the amount of $146.52 and $66.78. You may use these cards
at any of our U.S. or Canadian Abercrombie & Fitch stores or online at
Abercrombie.com!

We love our fans and hope you enjoy using your new Gift
Card!

Sincerely,

Ashley
Abercrombie & Fitch
Customer Service



As for the gift card #########, we show that it was used in store on 6/11/14. In an email to you on 8/28/14 we explained the following,"Gift Card ######## was used in store on 6.11.2014. As stated on the back of our Gift Cards we are not responsible for lost/stolen Gift Cards. We can only replace them if there is a remaining balance at the time the loss/theft is reported."

If you do not receive the replacements that have been issued and sent out to you at the address you provided us in incident##########, please email customer service back with the reference ########### and they will continue to work with you to get you your replacement gift cards.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

my issues are still unresolved... as identified below...

I was issued a gift card at the ******* ******* kids Abercrombie store. Trans ##### Date May 27, 2014 Cashier 1863548 Receipt Bar Code####### returned some items and instead of  getting my righfully owing $117.90 on my gift card ..they issued me a 0 balance gift card.  I know this because when I went to use the merchandise credit the balance was $0. Why did they do this too me? This is unpleasant and I want my money back on my card. Look at the receipt detailes closely and you will identify that your staff are performing fradulent activities.    

I also noticed this happened again more recently at the same store Trans ### Date June 11, 2014 Cashier ### Bar code ###########o take up the matter with customer service. I've been back and forth on this matter since June with customer service with no resolution.  Again there is fraudulent activity going on at the Sherway Gardens store in toronto canada location...This is totally not acceptable to happen to me on  more than one occasion. Please issue me back my money on my merchandise card.

Again I am not receiving any assistance from your customer service team on this matter either since June 2014.  My merchandise card #########  Abercrombie & Fitch and merchandise card # ##################   abercrombie kids both have a zero balance and should have remaining balances of  $383.56 and $78.00 respectively. please issue me back my $$ and explain to me why my cards are going to $0 balances.  Is there a time limit on how long the chip stores the balance information??  I need to know.....and I need my money back.

Lastly  - I need my the balance restored on my gift card # #########4??? Why have you  deactivated this card too  ??? Please reactivate it asap.

Regards,

***** *******

Business Response: Dear ******


Thank you for contacting us. First, to answer your question, we store balance information for gift cards indefinitely. 

Regarding this issue, we show that your above email was also sent to us on July 8th 2014. We have attached a PDF that shows your emails and our replies entitled 140708-00367.pdf. On June 25, we mailed a new gift card to you to replace these cards. 

On August 27th, you emailed us stating that you have not received the replacement cards that we sent you. This email chain is also attached as ***************** We deactivated the first cards we sent, and resent you new cards on September 12th. If you do not receive these cards by September 24, please reply to us here through the BBB and let us know. 

Regarding merchandise credit############, this card was issued at the Abercrombie store in ******* ***** ****** on May 12 2014 in the amount of 7.92. It was redeemed at the same store the next day. 

Regarding merchandise credit ########### his card was issued on June 11 at the Abercrombie kids store in ******* *******. It was redeemed June 25 at the kids store in ****** ***** *******  

Regarding the gift card###########please refer to the attached PDF. On July 10th, we asked you to send us the inactive gift card nubmers that you received in the store. Later that day you replied and stated that ############ was one of the inactive cards that you received. 

However, when we search that gift card number in our system, it shows that it was issued on April 14 2014 at the Abercrombie Kids store in ******* ***** ****** in the amount of 6.30 for a returned item. It was used in a purchase made June 11 2014 at the Abercrombie store at the same mall. 

We hope this clears up the questions about your gift cards. Again, if you do not receive the new gift cards that were sent September 12th, please let us know, and we can take care of the issue.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I just received the 2gift cards in the amount of $146.52 and $66.78...what is that for -no explanation or anything was provided?  I'm still awaiting resolution to the following.   Trans #### Date May 27, 2014 Cashier #####  Receipt Bar Code ##########. I returned some items and have not yet received my righfully owing $117.90 back on a gift card .. Please investigate this matter throughly  

 Trans ### Date June 11, 2014 Cashier ############ Receipt Bar Code #############. Nor have I received the  $164.72 back on a gift card? Please investigate this matter thoroughly  

Again I am not receiving any assistance from you on this matter either since June 2014.  My merchandise card # ############  Abercrombie & Fitch and merchandise card # ##########abercrombie kids both have a zero balance and should have remaining balances of  $383.56 and $78.00 respectively. please issue me back my $$ and explain to me why my cards are going to $0 balances.  Is there a time limit on how long the chip stores the balance information??  I need to know.....and I need my money back.

Lastly  - I need my the balance restored on my gift card ##########??? Why have you  deactivated this card too  ??? Please reactivate it asap.

Regards,
***** *******

Business Response: Dear *******
To recap the situation with these gift cards:

Per your original email, the receipt information you provided your two transactions were:

May 27 2014 at Abercrombie kids store ####(******* *******), Transaction####Our system shows his transaction occurred at 19:58, and shows a refund amount of 117.90. Merchandise credit ####was activated for this return. 

June 11 2014 at Abercrombie store #### (******* *******), Transaction ####. This transaction occurred at 19:10 for a refunded amount of 164.72. Merchandise credit ######  was activated for this return. 

Per your email of July 10 (see attached *****************), you stated that the inactive gift cards that you had in your possession were ###### and ########.
######## - This card was originally activated April 14 2014 at Abercrombie kids #### (***** ******) for 6.30 it was redeemed June 11 2014 at store #### (*** ******* *******) at 13:51. 

###### - This card was originally activated May 27 2014 at store#### (Abercrombie kids ******* *******) in transaction#### at 19:56. This transaction occurred two minutes prior to the transaction in the receipt information you provided from May 27th, and is one transaction prior to the transaction number given in your email. This card was activated for 70.78. 

This card was used May 27 2014 at 20:16 at store #### for 66.22. 

It was then used at store #### on June 11 2014 at 19:51 for the remaining 4.56. This transaction used two other gift cards, one of which was card ####, the card that was activated for your June 11th return. The third gift card used on this transaction was #######

Through our research of this issue, we found the third card######## was used on June 20 at the A&F store in ***** ****** with another gift card ######. In your previous BBB complaint ##### filed on May 22 2014, you sent us a list of gift cards that you were requesting the balance on. ###### was one of those cards. 

When you contacted us on July 8 2014 (see attached ****************** and provided us with the transaction information, the full balance of####### (activated in your May 27 return) was still on the card. It appears that the call center agent looked at card ##### instead of ###### for your June 11 return. 

###### had a remaining balance of 28.62 which was removed. This amount, plus the 117.90 from your May 27 return was combined into one card. This is the card you received for 146.52 (117.90 + 28.62). 

The gift card for 66.78 was for an issue at the ***** ****** store on June 25th. Please see the attached file ***************** showing your email to us regarding this amount. 

For the card activated on your June 11 return, ########, this card was used for its full balance on June 11th along with ######, which was stated to be in your possession, and ######which was used in a separate transaction on June 20 with another card stated to be in your possession. 

As for the other gift cards listed in your complaint, those were all covered in the previous reply that we sent. We have copied the relevant sections of that reply here:

Regarding merchandise credit ######, this card was issued at the Abercrombie store in ******* ***** ****** on May 12 2014 in the amount of 7.92. It was redeemed at the same store the next day. 

Regarding merchandise credit ######, this card was issued on June 11 at the Abercrombie kids store in ******* ******** It was redeemed June 25 at the kids store in ******* ***** *******  

Regarding the gift card ######, please refer to the attached PDF ******************). On July 10th, we asked you to send us the inactive gift card numbers that you received in the store. Later that day you replied and stated that ###### was one of the inactive cards that you received. 


Sincerely,
Customer Service
Abercombie & Fitch

Consumer Response:

You have failed to provide me an appropriate clear response to my concerns . Your responses are either not valid or what I was concerned about or represents false facts . I'm still awaiting resolution to the following.  

 I returned 5 items $51.32, $15.99, 12.99, $ 14.99, $16.99 +5.62 tax = $117.90.  
***** **** **** *** *** **** ******* ******* ******* *** **** *************************
You have not activated this gift card like you just stated .pls activate. Your staff issued me this $0 balance card instead of what is rightfully mine.  Staff are performing fraudelent transactions . You were provided copy of this receipt in July .   

 Again you have not activated my merchandise card that was issued to me on receipt # ***** *** **** **** *** **** ******* ******* ******* *** **** ************************ for $164.72. You stated that you would activate a gift card related to this transaction but have not.  Your staff kept my card with the balance and issued me a zero balance card instead.  The card # is not identified on the receipt.  I've repeatedly advised you of this fraudelent activity of your staff and to date my issue is still unresolved . pls issue me back my $164.72 .  
My merchandise card ##########Abercrombie & Fitch and merchandise card # #########   abercrombie kids both have a zero balance and should have remaining balances of  $383.56 and $78.00 respectively. please issue me back my $$ and explain to me why my cards are going to $0 balances.  Is there a time limit on how long the chip stores the balance information??  I need to know.....and I need my money back. You failed to answer these questions and failed to activate these cards like you stated you would .

Yes gift card # ##############  remains inactive . Why have you  deactivated this card too  ??? Please reactivate it asap.
Regards,
*****************************

Business Response: Dear ******

We apologize that you are having trouble finding the information you need in our response. We want to be as thorough as possible, as you have many concerns with multiple gift cards and merchandise cards. We have addressed all of the concerns you have listed in our previous response, there is nothing left for us to research and respond to.

Again, we apologize and appreciate your feedback.

Sincerely,

Customer Service
Abercrombie & Fitch

Business Response: Dear *******

We address every merchandise card, gift card and transaction that you have inquired about in the previous response, as well as below.

May 27 2014 at Abercrombie kids store ##### (******* *******), Transaction #### Our system shows his transaction occurred at 19:58, and shows a refund amount of $117.90. Merchandise credit ############ was activated for this return. 

June 11 2014 at Abercrombie store ##### (****** *******), Transaction ###. This transaction occurred at 19:10 for a refunded amount of $164.72. Merchandise credit #### was activated for this return. 

Per your email of July 10 (see attached *****************), you stated that the inactive gift cards that you had in your possession were ##### and ########.
##########- This card was originally activated April 14 2014 at Abercrombie kids ###### ****** ******* for 6.30 it was redeemed June 11 2014 at store #####(*** ******* *******) at 13:51. 

##########-  This card was originally activated May 27 2014 at store ###### (Abercrombie kids ******* *******) in transaction #### at 19:56. This transaction occurred two minutes prior to the transaction in the receipt information you provided from May 27th, and is one transaction prior to the transaction number given in your email. This card was activated for 70.78. 

This card was used May 27 2014 at 20:16 at store #### for 66.22. 

It was then used at store ####  on June 11 2014 at 19:51 for the remaining 4.56. This transaction used two other gift cards, one of which was card #####, the card that was activated for your June 11th return. The third gift card used on this transaction was #######. 

Through our research of this issue, we found the third card ###### was used on June 20 at the A&F store in ***** ****** with another gift card ######. In your previous BBB complaint ##### filed on May 22 2014, you sent us a list of gift cards that you were requesting the balance on. ###### was one of those cards. 

When you contacted us on July 8 2014 (see attached *****************) and provided us with the transaction information, the full balance of ####### (activated in your May 27 return) was still on the card. It appears that the call center agent looked at card #######  instead of####### for your June 11 return. 

####### had a remaining balance of 28.62 which was removed. This amount, plus the 117.90 from your May 27 return was combined into one card. This is the card you received for 146.52 (117.90 + 28.62). 

The gift card for 66.78 was for an issue at the ***** *****e store on June 25th. Please see the attached file ***************** showing your email to us regarding this amount. 

For the card activated on your June 11 return, #######, this card was used for its full balance on June 11th along with #########, which was stated to be in your possession, and ###### which was used in a separate transaction on June 20 with another card stated to be in your possession. 

As for the other gift cards listed in your complaint, those were all covered in the previous reply that we sent. We have copied the relevant sections of that reply here:

Regarding merchandise credit ######### this card was issued at the Abercrombie store in ******* ***** ****** on May 12 2014 in the amount of 7.92. It was redeemed at the same store the next day. 

Regarding merchandise credit #######, this card was issued on June 11 at the Abercrombie kids store in ******* *******. It was redeemed June 25 at the kids store in ******* ***** ******.  

Regarding the gift card #########, please refer to the attached PDF (*****************). On July 10th, we asked you to send us the inactive gift card numbers that you received in the store. Later that day you replied and stated that ###### was one of the inactive cards that you received. 

Sincerely,
Customer Service
Abercombie & Fitch

Consumer Response: I cannot open your PDFs attachments .  And please address your response inline with my inquiry.  Yo u are sending me information that I never even inquired about  and you keep sending clips of incomplete information. Bottom line you have not activated my gift cards.  Pls activate them.  And please only send me answers to my last complaint - don't bring in previous complaints from 2 summers ago . You also failed to answer my last 2 questions  please let's try to resolve this not make things more complicated ten it already is  

Regards,
***** *******

Business Response: Dear ******

To address your complaint inline as you requested, see below.

May 27 2014 at Abercrombie kids store##### ******** ********, Transaction #### Our system shows his transaction occurred at 19:58, and shows a refund amount of $117.90. Merchandise credit ###### was activated for this return. 

June 11 2014 at Abercrombie store #### ******** *******), Transaction #### This transaction occurred at 19:10 for a refunded amount of $164.72. Merchandise credit ###### was activated for this return. 

Regarding merchandise credit######, this card was issued at the Abercrombie store in ******* ***** ****** on May 12 2014 in the amount of 7.92. It was redeemed at the same store the next day. 

Regarding merchandise credit ######, this card was issued on June 11 at the Abercrombie kids store in ******* ******s. It was redeemed June 25 at the kids store in ******* ***** ******.

Regarding the gift card #######, please refer to the attached PDF (******************* On July 10th, we asked you to send us the inactive gift card numbers that you received in the store. Later that day you replied and stated that######### was one of the inactive cards that you received. 

We apologize for the complicated and very detailed accounts, and that you are unable to open out attachments. However, we do not have another way to send them to you other than in an attachment.

Sincerely,
Customer Service 
Abercrombie & Fitch

Consumer Response: you keep Sending me PDFs attachments That I've advised you at least 5 times that I cannot open. Please dictate what your attachment says.  Please also advise me of the balances left on the inactive gift cards that you are referring to - and activate them!  I have been asking this at least 5 times now.  Why do you keep sending me incomplete answers to my questions ??? Why??? I just want my cards activated .  Why have you made them inactive??  Why??  Answers please?  Why can't you advise me of the balance on my cards ? Why? Why do you keep ignoring my questions? They are all still zero balance and this is wrong? Your staff are fraudulent and I have the proof with the receipt trail.  Do I have to bring in my lawyer ? ? And contact the ******* media ??  Please send my concerns to your president - maybe he can help me - prior to him getting my letter regarding the services you've been providing your customers the past 5 months .  I need some serious attention to my matter and serous clear answers to my concerns all noted in my last email  - because you did not answer any of them?  Balances and activation is key!

Regards,
***** *******

Business Response: Dear *******

We are sorry for the inconvenience that has occurred. Please note that we have provided information on every card number that you asked about in each of your previous emails.

We have resent the attachments as .jpg files with this email. 

We have copied your original complaint here, with our replies in bold italic.

I was issued a gift card at the ******* ******s kids Abercrombie store. Trans **** Date May 27, 2014 Cashier ******* Receipt Bar Code ************************. I returned some items and instead of  getting my righfully owing $117.90 on my gift card ..they issued me a 0 balance gift card.  I know this because when I went to use the merchandise credit the balance was $0. Why did they do this too me? This is unpleasant and I want my money back on my card. Look at the receipt detailes closely and you will identify that your staff are performing fradulent activities.  

I also noticed this happened again more recently at the same store Trans *** Date June 11, 2014 Cashier ******* Receipt Bar Code ************************. I returned items and was to be issued a merchandise credit for $164.72. But when I went to use this merchandise credit the clerk said that it had a zero balance...I argued with her and she said that I needed to take up the matter with customer service. I've been back and forth on this matter since June with customer service with no resolution.  Again there is fraudulent activity going on at the ******* ****** store in ******* ****** *ocation...This is totally not acceptable to happen to me on  more than one occasion. Please issue me back my money on my merchandise card.

You contacted us on July 8 2014 regarding this issue. We sent you new gift cards on June 25 to replace the inactive ones you received (*****************). On August 27 you emailed in stating you had not received the gift cards we sent (****************). We deactivated the first cards we sent, and resent gift cards on September 12. In your BBB email from September 29, you stated that you had received two gift cards, one in the amount of 146.52 and one in the amount of 66.78. The 146.52 gift card was the 117.90 from your May 27 return, plus 28.62 from another card. The gift card for 66.78 was for an issue at the ***** ****** store on June 25th. Please see the attached file ***************** and *****************  showing your email to us regarding this amount, and our notes stating we are sending that card with your other replacement.

For the card activated on your June 11 return, ***************, this card was used for its full balance on June 11th along with **************** which you stated to be in your possession in ***************** in your email from 7/10/2014 10:44PM. 


Again I am not receiving any assistance from your customer service team on this matter either since June 2014.  My merchandise card # ##### Abercrombie & Fitch and merchandise card # ######### abercrombie kids both have a zero balance and should have remaining balances of  $383.56 and $78.00 respectively. please issue me back my $$ and explain to me why my cards are going to $0 balances.  Is there a time limit on how long the chip stores the balance information??  I need to know.....and I need my money back.

**************** was issued at the Abercrombie store in ******* ***** ****** on May 12 2014 in the amount of 7.92. It was redeemed at the same store the next day. **************** was issued on June 11 at the Abercrombie kids store in ******* ******* in the amount of 13.65. It was redeemed June 25 at the kids store in ****** ***** ******. 

Lastly  - I need my the balance restored on my gift card # #########??? Why have you  deactivated this card too  ??? Please reactivate it asap.

In *****************, from your email dated 7/10/2014 10:44PM you stated this was one of the inactive gift cards you were given at the store. This card will not be activated because we have mailed you replacement gift cards for this issue.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: 'm not asking for answers to my ORIGINAL concerns that I wrote to your customer service team back in July 2014.  I'm asking for answers to my better business bureau complaint more specifically my latest dispute response back to you.  Why are you just copying and pasting all irrelevant matters that aren't related. I just need answers to my latest concerns to you.  I'm still not seeing that you have addressed any of my concerns and this is frustrating.  Please escalate my matter to *** *******s for response to all my latest concerns and unblock my merchandise credits so I can use them up PLEASE.   
Regards,
***** *******

Business Response: Dear ******

Thanks for writing back. 

The issues that we replied to in our last email was taken from your original message of this current BBB complaint, which was filed on 9/16/2014. 

We have advised you of the balance and status of every gift card that you have asked us about. The cards that are inactive will not be re activated because we have sent you new gift cards to replace the inactive cards. The zero balance on some of the other cards is due to the card having been spent in other transactions, which we have detailed for you in our previous emails as well. 

We definitely want to get this issue resolved, and if you have questions about specific cards, we can address that for you. However, to ensure that we are able to find all the needed information, we will need the following information about each card.

Card Number
Date received
store number where the card was received
Transaction number from the receipt where the card was received.

Please note that we are unable to look receipt information up with only the bar code. The bar code on a receipt is for store use only. In order to find receipt info, we require the date, store number and trans number. 

Sincerely, 

Customer Service
Abercrombie & Fitch

Consumer Response: I have been asking you repeatedly to not refer back to my original sept 16 bbb inquiry because some issues there have been resolved and repeatedly advised you to not include attachments as I cannot open them .  Why do you continue to do so?  Do not bring up old already resolved issues we need to move forward.  you need to look at my last email that specifically identifies all my concerns to date -including all trans #, dates and receipt info as requested  All information is laid out sequentially and clearly.  All you have to do is clearly answer my questions  you have still not addressed any of my concerns nor activated any of my zero balance cards  You still continue to waste my time and refrain from addressing my situation  please have someone of knowledge and authority review my latest issues - 3 mails prior to this one.  Your customer service is extremely frustrating and has been severely unhelpful.  Please provide me with clear answers to my matter.   

Regards,
***** *******

Business Response: Dear ******

We have made a good faith effort to resolve your issues.  We believe our previous responses address your questions and concerns in detail.  We consider this matter closed.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: my merchandise certificates were not activated.  I want all the world to know that Abercrombie cashiers are fraudulent giving back merchandise cards with zero balances instead of returning back to customers  their merchandise card with the balance on it. This is a big problem because the receipts customers get for their purchase does not state merchandise card numbers on it -nor the balance left on it - making it impossible to prove what amount is left on your card. Because I did a lot of shopping and returning of merchandise I've lost out on almost $300.00.  Never shop there. They don't apologize for their actions or take responsibility for their actions.  They are not loyal to their customers and their merchandise is not good quality anymore.
Regards,
***** *******

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bait and switch. False advertising

Desired Settlement: Clothing sold as advertised with % off plus additional % off other items due to the inconvenience. Signs to be removed from stores that do not honor the price. Contact the company regarding the false advertising. I expect a response.

Business Response: Dear ********

Thanks for emailing us at A&F about the email you received.  

Our intention with our marketing is to be fun and casual-we're sorry you didn't see it this way.  It is important to hear feedback provided by our customers, so we have documented your comments and will share them with the relevant business teams. 

To help make this right we have sent a $40 off promo code to the email **********************, we hope that you will give us another chance and that we will see you again soon.

Sincerely,

Customer Service 
Abercrombie & Fitch

Consumer Response: While I feel this is a step in the right direction, the coupon does not come close to the amount I would have saved the night I spent $350.00-$450.00 in the Hollister store had they honored their 40% off signs. They have not addressed the false advertisement nor the issue of removing signs which they do not intend to honor.  I would like to accept their coupon as a part of the resolution but not as a completion.

Regards,
******* *****

11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a super fan of Abercrombie&fitch, I have to report this unpleasant issue/complaint/discrimination which I met with on Oct 23, around 8pm, in Abercrombie & Fitch **** **** ****** of **********. The opposite is the lady who might be the store manager who was short. I was just browsing as usual while chatting with my friend on iPhone. One asked me the difference of different types of jeans, so I just start to take a picture of the wall, on which there's a guy who wears 4 different jeans because it’s easy to show my friend. While I started to do this, a lady (From the mall security, I know she is the manager of the store. But I'm not sure, she's not very tall at all) came to me and said I couldn't take picture of it. I said OK and deleted that picture. I said I could have a screenshot of the mobile website to show my girlfriend. Then I continued browsing the jeans, and picked up a jean size tag, on which it showed the different size in store and online, which was already pulled out by someone else of the display cabinet. That lady came to me again, said I couldn't pull out the tag... Actually i didn't pull it out. I hadn't explained anything that time, just took it easy. But I started to be curious why this lady was always monitoring/arround me? I'm not a bad person who's going to rob or steal anything, right? I continued browsing the tops, until I was putting on a sweater and took a picture of myself through the mirror to show my girlfriend, that lady came the third time and asked me to leave the store. Okay maybe she wasn't welcome me, I left, and there was no problem. At the gate, she said "Don't come back" which is rude. I am in good manner and really dun wanna argue with her. When I just stepped out of the store, my phone rang, so I answered a phone call outside the store and moved around the elevator. To my surprise, that lady was always standing at the shopping window inside and staring at me all the time which is really ridiculous! I thought I was offended. Couple minutes later while I was still on the phone, I even saw a security man she called came and talked with her. Then the security went to me talked with me genuinely saying people cannot take pictures in this mall. While I said I took the picture of myself and showing my girlfriend how it is look and decide whether to buy it. He showed understanding. He also said it is not allowed to take picture in the mall while I see lots of people do that. And taking picture for others is allowed, and taking picture by oneself is not allowed. Really interesting policy that I haven't seen anywhere before, which I think it's kind of strange. At that time, I thought I have to do something, so I waited outside the store for that woman to come. I need to talk to her or the manager, but she never came and I dun wanna be kicked out again so I was just standing outside. The security guy might know my thought and helped me going inside asking the name or employee ID number, but he came out with nothing saying they refuse to provide that. So finally I decided to write the entire story here.

Desired Settlement: Consumer does not specify resolution, but appears to be sharing the shopping experience.

Business Response: Dear *****

Thanks for contacting us about your recent in-store experience.
 
We apologize for your experience in our **** Abercrombie & Fitch location. From here, we are going to forward your thoughts to the district manager for review and so they may communicate your feedback to their team.

We want your next shopping experience to be exceptional, we have sent a 30% off promotional code to the email **********************

Sincerely,

Customer Service
Abercrombie & Fitch

11/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had placed an order for some "In Stock" items on their website on the 17th of September. When ordering I had selected 2-day shipping and expected to get the items on or around the 22nd (per their estimation and stated in the email). Approximately 9 days had passed and I had still not heard anything from them or received anything. I called in and was told by the rude and incompetent customer service rep ***** that my order had been cancelled and she had no idea why. She stated all she could do was to send an email over to the "Order Team" and they would get back to me in 2-3 days. Im sorry?! Of course DAYS have passed and I still have not received ANY info as to why my "In-Stock" items were never shipped and why my order was cancelled.

Desired Settlement: Send my items out to me and with all I have been through, send them with a discount attached! It has been over 2 weeks for items that were supposed to have shipped/delivered in a couple of days. This on top of rude and incompetent customer service is unacceptable!

Business Response: Dear ******

Thanks for contacting us about your order. We are sorry for the inconvenience that has occurred. 

It looks like this order was cancelled due to the fact that you have disputed a charge with us in the past. However, we have reviewed the dispute, and we see that the order should not have been cancelled due to this issue.

We removed the dispute flag from your information, so you should have no problem placing orders in the future. 

We sent a promo code to your email and would be happy to offer you free shipping on your next order. 

We apologize for the inconvenience that has occurred.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: You are basically saying that you should NOT have rejected my order and put it through and now (even with the coupon you are offering me) are going to charge me MORE for the items I ordered than what was originally supposed to be charged?!? I am confused?! Why would you not just put the original order through at the prices that were originally quoted/charged instead of rejecting it and charging me more for the same items??

Regards,
***** *****

Business Response: Dear ******

Thanks for writing back. Unfortunately we are unable to reactivate cancelled orders. We would be happy to match the prices of your cancelled order. Just send us your new order number and we can make the adjustments.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: ***** ***** ***** ****************** ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** *** ** ******* **** ** ******* ** **** ********* ********** *** ************************************

I am confused by what is being stated in this response.  Abercrombie is unable to provide the items that were ordered originally in order to complete the order.  So basically I am unable to receive what I was supposed to and wanted because of their error.  If they are able to provide the original items ordered please present me with a way to get them.
  ******

10/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a jacket online from Abercrombie & Fitch on 9/30. I received a shipping confirmation on 10/2 indicating my package was "INITIATED". I follow-up via phone and email with an Abercrombie representative on 10/8 and they advise it will be sent to the Shipping and Tracking team because they did not have any updates for me in their system. Abercrombie sent me an email on 10/9 indicating I had to give FedEx until 10/20 to deliver the package. When I contact FedEx on 10/9 they advise the package is not with them and it is still with the merchant. I email Abercrombie again and they advise they would give me a credit in 3-5 business days. Then I received another follow-up from Abercrombie informing me I have to give FedEx until the 17th to deliver my package. This is very frustrating because no one still cannot tell me where the package currently is. I check the FedEx website again today 10/13/14 and it still says the same thing "INITIATED".

Desired Settlement: credit my credit card back the $98.00.

Business Response: Dear ******

We apologize for the delay in receiving your order ##### and for the miss communication in the emails between you and our customer service representatives.

We show that we have already issued you a credit for the amount of $98 to your Mastercard ending in #### We issued the credit on 10/9/14, it can take up to 5 business days for the credit to post to your account. We have attached a screen shot of the credit being issued for your records.

Again, we apologize and appreciate the feedback. We do hope we will see you again soon!

Sincerely,

Customer Service
Abercrombie & Fitch

10/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am run an online clothing store, I ship clothing and accessory items to other countries. I would make frequent purchases from Abercrombie and there was a about 2 times when the package was lost, I never received it and I contacted customer service to try to resolve the issue. What happened next was they just stopped shipping items to me because as they stated "You had a dispute with us, so you can no longer place any orders".

Desired Settlement: Continue doing business!

Business Response: Dear *******

Thank you for contacting us about your issue.

Order 20036475185 was placed on April 16, 2014 and shipped to the ******** ** address that you have used on your recent orders. This order was placed with an email address of *********************** 

On July 25, 2014 we received notification from our merchant processor that this transaction was being disputed and a chargeback had been filed. The reason code on the chargeback was 83 - Fraudulent transaction. This means the card issuer received a claim from the cardholder stating that they did not authorize or participate in this transaction. 

We represented the transaction and provided documentation to the issuing bank to refute the chargeback, however the issuing bank was unwilling to accept the documentation and continued the dispute. The funds for this transaction were taken back out of our account and given back to the cardholder.

As this was a fraudulent transaction, to mitigate future risk, we are unable to  accept any future orders from you. 

Sincerely,

Customer Service
Abercrombie & Fitch

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently was in the ******* *** abercrombie store with my teenage daughters. While there, 1 of them wanted to go try on some items. As I came around the corner I noticed the male employee standing in front of the dressing room looking down as if he was trying to find the number tag to hang on the changing room door. I then realized that the lighting within the dressing room is set so bright that it shines a reflection onto the floor outside of the changing room creating a mirror image. This means that whoever is in there changing can actually be seen on the floor. I immediately came over to the employee and brought it to his attention. He quickly hung the tags on the door yet never even put the number on the door (it was the back of the tags) which tells me he really was watching my daughter change and not even looking at the tags. He looked startled and walked away. I was shocked and told my daughter to quickly get dressed. I tried 2 more times to talk to the employee about the situation and he finally responded with "I don't think you can really see anything" when I told him yes you can and that I just watched as my daughter changed his only answer was "oh sorry" and walked away again. I have made several attempts to contact abercrombie and they will not return any of my emails. This is a situation that I really feel needs to be looked into and I am very unhappy with the fact that this male employee stood and watched my daughter undressing and refused to answer me in the store. How many other females are changing while these employees are standing there watching!!

Desired Settlement: I would like some sort of response. I took a photo of the dressing room at the time of the situation and have also emailed that to abercrombie still with no response

Business Response: Dear *********

We apologize for the experience that your daughter had in one of our Abercrombie & Fitch fitting rooms. The District Manager of the location, ***** ********* has been trying to contact you regarding the issue and would like to speak with you further about it. 

Please contact her at your earliest convenience, she will be happy to hear your concerns and to update you on Home Office's awareness of the issue, as well as get this resolved for you.

You can reach her on her direct line at ###-###-#### or email her directly at *******************************

Sincerely,

Customer Service
Abercrombie & Fitch

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online on August 19, 2014. It included three coats and was under order # ######. The purchase was made using a Visa gift card as well as a Visa credit card for the amounts of $28.43 and $182.77, respectively. One of the coats did not fit so I took it in store to return it for the amount of $76.80 on September 28, 2014. They said they put the amount back on my Visa. After monitoring my credit card activity for a couple weeks and not seeing a refund, I reached out to Abercrombie & Fitch's customer support via phone. On October 4, 2014, I explained my situation to a representative named ****** and told her that the Visa gift card I used has since been disposed of. She suggested that I reach out to their customer support via email instead and said I would be redirected to the gift cards department for assistance. I was under the impression that a merchandise gift card would be issued in the amount. She also noted that the return usually goes to the card that was used to pay for the majority of the balance. In addition, she mentioned a refund that is more than the amount charged on particular card should not be issued. I emailed Abercrombie & Fitch's customer support the same day and my request was forwarded to the gift card department as suggested. I did not receive a response until I reached out again 4 days later, in which A&F told me I should reach out to Visa. I research some and find that Visa would not issue a replacement without the full number. Unfortunately, that was information neither I or A&F had anymore. I continued an email chain with A&F's customer service for about a week and a half. ******** was the same person responding to me the entire time. She also stated that the most they would have refunded to the gift card is $28.43 but that clearly was not the case. I sent over a photo of the return receipt on October 10, 2014 and received no reply, even after sending two follow up emails. This was listed under incident # #######4. Although I do feel partly responsible for not confirming the Visa the refund was going to, it seems as though the correct procedure was not followed during the refund. In addition, I am not happy with the lack of response or suggestions for resolving this issue.

Desired Settlement: Since it has clearly been stated that a refund no more than $28.43 should have gone back to the Visa gift card, I would like a gift card of at least $48.37 to make up the amount that should have been issued to my Visa credit card.

Business Response: Dear *****

Thanks for contacting us about your issue. We are very sorry for the inconvenience that has occurred.

We have gone ahead and refunded $76.80 to your credit card (ending in ####). Please allow 3-5 business days for your card issuer to process the refund and post it to your account.

Again, we are truly sorry for the inconvenience that has occurred.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.

Regards,
**** ***

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 07/21/2014, I placed an online order at abercrombie.com for four clothing items (order #######), totaling $85.02 (charged to my credit card). I waited a couple weeks and never received my order, although the website tracking reporting that my order had been delivered. I reported the error to abercrombie.com and a replacement order of three clothing items (one was no longer available) was sent. My credit card was refunded the price of the fourth item that was no longer available. I shortly received my replacement order, but found that I was unhappy with the items. I attempted to return the items to my local Abercrombie & Fitch store (as their return policy states is allowed), but was turned away and told that I had to return the items by mail. Following this, I mailed the items to the Abercrombie & Fitch return center, using the provided pre-printed return label with included tracking. According to the tracking, the return was received at the center on 09/08/2014. According to the return policy on abercrombie.com, it can take up to a couple weeks to receive refunds. I waited not just two weeks, but four, and still did not receive my refund. At this point, I emailed abercrombie.com and explained what had happened, asking when I would receive my refund. I received no response. Following this, I called their customer service center. Customer service explained that I had already been issued my refund. When I explained to the representative that I had in fact NOT received the refund, he said he would have to refer me to their returns department, who would contact me by either phone or email within 48 hours. It has now been another two weeks and I have yet to be contacted. I would very much like my refund, as it's been four months since the original order!

Desired Settlement: Refund to my credit card in the amount of $52.32.

Business Response: Dear ******

Thank you for contacting us regarding your refund. We are sorry for any inconvenience that has been caused. 

Our system shows that the three items were received as a return, and we show that the refund of 52.32 was sent for refund on October 15th, and refunded successfully on October 17th.   Please view the attached screenshots showing our order management system and our merchant card processing system which shows the successful return and refund. On the October 17th line, the "event type" shows as "refunded", which means it processed successfully.  If this refund had failed, the event type would show "failed".

As our system shows that this has been refunded successfully, you will need to contact your card issuer for further information if you still do not see this refund on your account. Please feel free to share the screenshots we sent with your bank. 

Again, we are sorry for any inconvenience that has occurred. 

Sincerely,

Customer Service
Abercrombie & Fitch 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me. However, I would like to note that nothing was done about this issue until AFTER the complaint was made, although it appears as if Abercrombie & Fitch is attempting to frame it as though they made the refund without prompting. I have always been very satisfied with this company in the past, but was underwhelmed with the customer service, actions taken, and communication made throughout this return process. I thank them for responding to the issue, but am disappointed that the company failed to admit their mistake.

Regards,
***** ********

10/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got over charged on my in-store purchase. I used 1 gift card and 3 prepaid American Express card for the purchase. One of the prepaid American Express card ending in ########## shows a extra charge of $41.47. In another word, I got charged the extra $41.47. Here is the receipt information: Store #: ##### Reg: ###Trans: #### Date/Time: 2014-08-08 17:23 Cashier:########## After contacting A&F numerous times and was told to wait 2 weeks for the process to complete. 5 weeks went by, I was not contacted. I am keep getting the run around about it.

Desired Settlement: I need a full refund back to my Amex card or a gift card would be fine too. A explanation to why this was the case and why ignore the problem.

Business Response: Dear ****

We apologize for the experience you had making an in store purchase. We would be happy to look in to this further for you, but we were unable to locate your previous contacts to us with the first and last name and email that you provided below.

**** **** **********************

We want to make sure that you haven't already provided us with the information we need to research this further. From what we can see on our end, the transaction information you provided correlates to the attachments. It shows that we have charged 4 separate cards as follows:

Amex GC ending #### $20.74
Amex GC ending #####$30
Amex GC ending #### $40.30
Gift Card ending #### $26.25

If you could provide us with alternate contact information that you may have used, so we can look up the incident, or if you have a reference # we would be happy to start there.

Sincerely,

Customer Service 
Abercrombie & Fitch

Consumer Response:

The email I have used to contact A&F customer service is *****************
 
The amounts charges you provided were what it suppose to be (also shows on the receipt), however on Amex GC ending####, there were two charges. One for $20.74(correct charge) and another for $41.47(falsely charged).  I have attached screen shot of the card statement showing that and the sales receipt.
 
As of today, the customer service has been ignoring my emails.  Never follow up with the resolution.  I was told they will have it fixed in two weeks.  I have patiently waited over a month and a half, no contact whatsoever.  I even email them again, and no response from them.
 
I will await your prompt response.
Regards,
**** ****

Business Response: Dear *****

We apologize for the delay in response, it appears that the original agent that responded to you is no longer on our team. They have not responded to your latest email on 9/27/14 because you have opened a complaint through BBB.

We have looked into the transaction history with us with the Amex GC ending in ####, and it appears it was used in the transaction directly after the one where you charged $20.74 to it. It was used to purchase a gift card in the amount of $500. You will find the receipt information detailing the transaction. 

Again, we apologize for inconvenience of our customer service agents not being able to locate and detail this for you, as well as for the miss-communication of the original agent leaving before resolving this for you. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I do not see the receipt,  Where is the receipt details? If the agent doesn't work for you anymore, you guys should have other agent response to the matter.  You guys wasted a lot of my and I have patiently waited and waited for months.  I deserve some thing of appreciating for this matter.
 
Regards,
**** ****

Business Response: Dear *****

We attached the receipt information in our last response. It shows that the Amex in question was used to purchase a gift card in the store directly after the transaction that you verify using it in.

Again, we apologize for the inconvenience and length of time this has taken to clarify. We have sent you a 20% off promo code to *********************, and we hope to see you again soon!

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: So you guys have me waited for over a month and all you provide is a 20%?  I think I deserve more discount than that.

Regards,
**** ****

Business Response: Dear *****

Again, we truly apologize for the length of time and the miss understanding. We appreciate the feedback and do value our customers and we hope that you give us another chance.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

Please send me a 30% or 40% for all the troubles I went through.  I am willing to give your guys another chance.  I am a big fan of your clothes.
Regards,
**** ****

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sep 29 I was in store #####, ********* *** I told the sales clerk I wanted gift cards for 10- and 12-year old girls, but the store appeared to be geared more toward young adult or college age. She said they had a kids store directly across the hall, but the gift cards were the same for both stores so she could ring up the sale for me. The cards were in sleeves so I didn't see the actual cards until I got home. Fortunately I took the cards out of the sleeves before giving them to the girls. The front contains a picture of a shirtless man, no underwear, and jeans open and pushed down almost to the pubic region. Completely inappropriate for pre-teen girls to see. I went back to the store the next day and was told nothing they could do, but she gave me email address for customer service. I sent three emails to this address and no response. I then went to Abercrombie website and clicked on Contact Us and again outlined the problem. I got a quick response saying they could transfer the $ from the cards to e-gift cards and forward to me. They asked me to forward picture of the backs of the cards so they could see the numbers. I did this on Oct 1 and received no response. I sent another email on Oct 2 requesting they respond to let me know the e-gift cards were in process. I explained the cards were for birthdays on Oct 4 so there was some urgency to get this resolved. No response. I emailed two more times with no response. I then went back to "Contact Us" and sent a message referencing the Incident ############ and requested someone please give me status. No response. I emailed one final time on Oct 3 and no response. Birthdays are today so it is now too late to get the promised resolution of e-gift cards.

Desired Settlement: Since it is now too late for the promised resolution, I am requesting the gift card money be credited back to my Visa card.

Business Response: Dear ******

We apologize for the experience that you had trying to purchase gift cards for birthday gifts, and for the length of time you waited for a response. We also want to apologize for the miss information you received from one of our store associates at our ******* store location, our Abercrombie Kids stores do have different pictures on them that appeal more to a younger demographic.

We have submitted the request for a refund to your Visa ending in #### for the amount of $40, and we have cancelled the gift cards. Please allow 5-7 business days to allow this to be processed by your bank and posted to your account.

We truly appreciated our customers and would hope you will give us another chance, we have sent you a $40 promotion code to our Abercombie Kids brand that can be used online or in stores.

Again, we apologize for this experience and we will be sharing it with the appropriate teams so that experiences like yours do not happen in the future.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######3, and find that this resolution is satisfactory to me.

Regards,
***** *******

10/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered multiple package from Abercrombie in August 2014, and in the beginning of the September 2014 I found that the first order that I placed was never delivered to my address. Then I reported this to Abercrombie as soon as possible, and they reshipped my order using USPS. After 4 days of the reshipment's arrival I received the original package and I returned it to Abercrombie via USPS. However, at the mean time I found that another order of mine was missing as well. So I contacted the USPS and Abercrombie, but they both said they are not going to take any responsibility even though they have no proof that the package has been delivered. I checked the security camera in my building and found that no such package got delivered at the date they claimed to be which can match the size of my order.

Desired Settlement: reship of my order

Consumer Response:

***** *** **** *********************** ***** **** *** *** **** ** **** ** ******** ** ******** ********* *** ************************************** ************************************** ** **********
I would like to give some update on my complaint. I got in touch with Abercrombie and one of the employee told me that they are going to reship the order to me with no charge. However, I didn't hear from them for the date that my order will ship.

Thus for now I am also waiting for their response. I do appreciate your help and I will let you know if they do send me the shipping confirmation like they promised.

Thank you so much.

Best,

**** ****

Business Response: Dear *****

Thanks for contacting us about your order. We are sorry to hear that you didn't receive this order. We have gone ahead and issued a full refund of $478.13. Please allow 3-5 business days for your card issuer to process the refund and post it to your account.

Since there are issues with receiving packages at this address, please use an alternate address on future orders.

Sincerely,

Customer Service
Abercrombie & Fitch

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May this summer (2014) while in Hollister with my daughter, I purchased a long sleeve sport shirt. I took the shirt home and hung it in my closet. In September I washed and ironed the shirt, anticipating cooler weather coming up in which I will begin to wear long sleeve shirts. When Ironing the shirt I discovered a defect. The collar was missing a button hole (button down collar). There was a button, but no respective hole in the collar.Today, I went back to Hollister to exchange the shirt for another. The lady who waited on me was very nice, However the store rules would not allow me to exchange NOR return the shirt without a receipt (discarded from May, 14 weeks earlier) or tags from the shirt (discarded prior to washing).This was only a $20 shirt, hardly worth reporting to the BBB, but when confronting the sales lady and manager with a obviously defective shirt I could not wear nor exchange/return they had no options for me. I left the shirt there and walked out with no intentions of returning to this store. I believe this organization should have a way to deal with defects they sell when in cases such as this, there is no receipt. The shirt does have the Hollister name sewn into the collar, ...but no button hole. At least they might have offered to have a button hole added to the collar. There is a taylor in the same mall.

Desired Settlement: I left the shirt there (to make a point - useless to me) but would like to have exchanged instead.

Business Response: Dear ******,

We are sorry you had trouble trying to exchange your defective merchandise. In order to research and resolve we would like to look in to this further and would need a bit more information from you. We may be able to locate the original receipt information with the following:

The store location of the original purchase:
The last 4 digits of the card used:
Description of the item (assuming you do not have the item #):

Once we have all of the information, we can research further to get you a resolution.

We would also ask that you provide the store location of where you returned to to make the exchange so we can forward the experience to the appropriate team so that experiences like yours do not happen in the future.

Sincerely,

Customer Service
Hollister

Consumer Response:

Store location:   (Hollister)   ***** ***** **** ***** ***** ******** ******* ***** *** *****

Last 4 digits of Card number: ####

Description of shirt: Plaid Sport Shirt with Button down collar

Returned to: Hollister, ***** ***** same as above

Business Response: Dear *******

Thank you for providing us with the information, however we were unable to locate your original receipt and would still like to make this right for you.

Are you able to confirm that  the purchase date was 5/31/14 as stated in your first communication to us? If you are able to provide us with a screenshot of a bank statement showing the original charge, we may be able to pin point the original purchase transaction and we will be more than happy to resolve this for you.

Again, we apologize for the inconvenience.
Sincerely,

Customer Service 
Hollister

Consumer Response:

Sirs, I have no way of providing a screen shot but I can give you the information from my bank statement.

The purchase including this shirt was made on 5/31 and posted on my statement on 6/2. It reads:

***   *** ******** * **** **** ** ****** *** ****** **** ***** * ******* ******* **** ***************** *********      ******

This is exactly how it is printed on my statement. I don't know what all the numbers, question mark and equals sign means.


Regards,
****** ****** 

Business Response: Dear *******

Thank you for providing the information needed, we were able to locate your original purchase receipt information. You will find a copy of it in the attachment. We have requested a refund in the amount of $20 to your debit card ending in ####. Please allow 5-7 business days for this to reflect on your account. 

I have also sent a 30% off promotional code to the email address *******************

Again, we apologize for the experience you had trying to exchange merchandise in our ****** ** location. We will be sharing your experience with the appropriate teams to ensure that experiences like yours do not happen in the future.

Sincerely,

Customer Service 
Hollister

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.

Regards,
****** ******

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 06/26/14 Made an online Hollister purchase for two identical jackets for a total of $98.03 (Order ############) using Pay Pal. 07/03/14 Returned one of the jackets at the **** ** ********* ** retail location and received a $49.02 Pay Pal credit. 07/11/14 Returned the second of two jackets at the ********* ** retail location. Manager stated it could not be refunded by Pay Pal and only by store credit. I stated that I wished for it to be refunded in the original form of payment. She stated that it would have to returned shipped back to the return dept in Ohio to be processed and provided a code so that I would not incur a return ship charge. 07/12/14 Returned shipped jacket to Hollister Co Returns Dept parcel return dept using the pre-printed label. 07/23/14 Contacted Hollister rep who stated Jacket was received, but I would have to wait 21 business days for the refund to show. 08/18/14 Contacted Hollister for prcessing status. Rep stated that I should wait one more week. 08/20/14 Contacted Hollister. Rep stated I need to contact Pay Pal, as the payment request has been sent, but rejected by Pay Pal. 08/20/14 Contacted Pay Pal. Rep stated that a claim should have been filed, but that the 45 day statute had already passed and therefore it is Hollister's respnsibility to process the refund. 08/31/14 Contacted Hollister. An refrence ######## was given to me. Rep stated case will be forwarded to the "main office" but would not provide a phone number or e-mail. 09/08/14 Contacted Hollister. ****** stated I would receive a follow-up e-mail of the incident within 24 hours. Never received one. 09/14/14 Contacted Hollister. Selena stated case would be re-submitted to the "resolution dept" and allow 5 business days for refund. 09/21/14 Contacted Hollister. ********* stated it would again be re-submitted with a folow-up e-mail and allow 5 business days for refund.

Desired Settlement: $49.02 refunded in the form of a check or Pay Pal credit

Business Response: Dear ******

We apologize for the misunderstanding and inconvenience around this experience. What we believe happened is that the Hollister representative that you spoke with who confirmed that the jacket was received at the Returns Department misunderstood that this was the second jacket being returned, therefore they saw that a refund had been initiated  and assumed it was for the one you were inquiring about. When in fact, it was an entirely different return issue.

We have processed your return for $49.01 via PayPal. Totaling your refunded amount to $98.03, accounting for the first refund of $49.02. You will find the attached screen shot of the refund showing the date of 9/30/14.

Again, we apologize for the misunderstanding and for the length of time this has taken to be resolved. We hope you will give us another chance!

Sincerely,

Customer Service
Hollister

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me.

Regards,
***** ******

9/29/2014 Delivery Issues
9/24/2014 Delivery Issues
9/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I didn't receive the parcel, here is the order details. order:######date:08/16/2014 Payment type:MasterCard XXXXXXXXXXXXTotal:$117.90 Tracking Number:***********

Desired Settlement: I suspect that the Fedex express no delivery in the correct address, but the sender is not willing to ask for a signature image of successful delivery to the Fedex Express, and escape from the liability for compensation.

Business Response: Dear *****

Thank you for contacting us about your order. According to the tracking information this order was delivered on August 23 by the US Postal Service. 

Our system indicates that this order was shipped with standard shipping. There is no signature verification provided on standard shipped packages. Our standard shipping service is FedEx Smartpost. FedEx delivers the package to your local post office, and then your mail carrier delivers the package to with your daily mail delivery. As these packages are delivered with your regular mail, there is no signature given. We can not request a signature verification for this delivery. 

We have gone ahead and issued a full refund of $117.90 to the card that you used to place this order. Please allow 3-5 business days for your card issuer to process this refund and post it to your account.

Please feel free to replace your order online. However, please know that it is against our policy to ship to third party freight companies or freight forwarders. 

Sincerely,

Customer Service
Abercrombie & Fitch

9/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered 5 pair of children's jeans and two shirts from Abercrombie and Fitch kids on august 24. I tracked the package and it said delivered. I never received my items and Abercrombie emailed and said they would not reship them.

Desired Settlement: Want a full refund of the money spent to order my items that I never received. Who has $130 to waste?

Business Response: Thanks for contacting us. Our system shows that we issued a full refund of $150.38 yesterday, September 17th. Please allow 3-5 business days for your card issuer to process your refund and post it to your account.

We apologize for the inconvenience that has occurred.

Business Response: Thanks for contacting us. Our system shows that we issued a full refund of $150.38 yesterday, September 17th. Please allow 3-5 business days for your card issuer to process your refund and post it to your account.

We apologize for the inconvenience that has occurred.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in their store on the ******* ******* on July 30, 2014. We bought several items and returned home only to find that we were missing 2 pair of sandals. I phoned the store that evening around 930 PM and was told by the manager that he came to work to find 2 pair of sandals that a customer had left out of their bag (as if it was my fault) and that the store was closing and he didn't care to deal with it tonight, could I call him tomorrow. So i called the next day and was told that I would have to get refund for these and then repurchase and get free shipping from website. In the process of trying to get the refund I was told my card had certain security features that would not allow it to be manually entered. He asked me to call the bank and remove the security features. I refused to do that so he called their customer service department and started the process for refund. I was given a reference # and told to email customer service at *************************** with ref # ##### and request the refund be issued to my card. I did this and a week goes by and I hear nothing. I called the store and the manager checked and called back to tell me it was being taken care of and it could take a month to get the credit. I have since emailed customer service and never received a response. I have phoned the store numerous times and was told by the store manager that he had basically done all he could and there was nothing else he could do. He did tell me his DM would be in store and he would speak with her but I have heard nothing of such meeting.

Desired Settlement: I would love to receive the refund for the original 2 pair of shoes. They were $14.97 and $7.97. I have already ordered and received 2 replacement pairs which I have already paid $17.97 and $7.97 ($3 more than original purchase). I would also like to see an improvement in their customer service level. It seems like they could care less about the customers who are buying their products.

Business Response: Dear ******

We apologize for the experience you had at our ******* ******* Hollister store, and for the inconvenience that this issue has caused as well as the length of time it has taken to resolve this for you. We were able to locate your original transaction information and issued a refund for the amount at $25.14 to your VISA Debit ending in ####. Please allow 3-5 business days for this to post to your account. 

We have also sent you a promotion code #####, to the email **************************** for 40% off your next purchase with us. We will be passing this along to the appropriate business team to make sure that things like this do not happen in the future. We value our customers and do hope we see you again.

Sincerely,
Customer Service
Hollister

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a partial return of my order #####, they said they refund to my credit card on Dec 24th 2013, but i never received any refund back to my credit card, i contacted customer service and provided my card statement to show them that i never received any refund, they promise me they gonna refund to me , and i will received my checks within few weeks. After one and half month waiting i still didn't get my refunds. what happened next was this, I called them again and again, also sent them a lot of emails. on the last email, they said they gonna update me ,but after that i didn't get any reply from them. they keep let me waiting. on August 24th, i called them again, the customer Representative said she gonna put me on the priority, and they gonna email me within 48 hours. i was so foolish that i was keep believe them and still waiting for their reply. but the truth is, no one contact me. they lie to me again. after 9 months waiting, i still couldn't get my money back, I spent a lot of time and effort on this matter, they need to give me an apology and compensation for my loss , I give them a lot of chances to fix their problem but they never did,they are the worst customer service I've never seen. please help me to get my money back. Thank you!

Desired Settlement: I spent a lot of time and effort on this matter, they need to give me an apology, and compensation for my loss, also refund to me immediately. i already gave them all the information they need., they don't have any reason and excuse to let me wait again.

Business Response: Dear ****

We apologize for the experience you have had with trying to get a refund for your online order ##### We have submitted your refund of $522.16 via PayPal, and we are showing that the funds have been claimed.

Again we apologize for the length of time this has taken us to resolve, we have also sent you a promo code ######for 40% your next purchase with us.

Sincerely,

Customer Service
Hollister

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the evening of July 24, 2014 my 17 yro daughter and my 16 yo step-daughter went to exchange a pair of jeans she had bought from Hollister a day before. after the exchange was made without any issues they walked out of the store, while they where walking down the mall one of the clerks from Hollister assaults my daughter snatching the Hollister bag rom her hand and yelling at her: Where is the necklace? I saw you take it and proceeded to go through the bag my daughter told her she did not know what she was talking about, the clerk proceeded to go through the store bag and did not find "the necklace" she was looking for, all this was done in front of the mall's security officer and a police officer shortly after not being able to find the allegedly stolen merchandise she calls her manager to come out of the store because; "She could not handle this herself". According to my daughters it took the store manager ********* around 5 minutes to come to the scene, she gets there and starts yelling at my daughters; "where is the necklace? I saw you take it!" I saw you with my own eyes; you took it and then threw it in that garbage can! The police officer asked my daughter if she had taken it; my daughter responded no; and the officer said then you're free to go. The store manager told my daughters that they are no longer allowed to go in to the Hollister store. My daughter then calls me and asks me to go down to the mall to get some answers as to why she was treated like a criminal without any evidence. I get there and ask to speak to a manager. She comes out I tell her who I am and the situation; she then says to me in a very rude way; "We are a target store" "I saw her steal a feather necklace and put it in her bag" then I asked her where this necklace was; she answered I don't know. It's in the garbage and I cannot retrieve it. once merchandise is taken out of the store we are not allowed to bring it back. I said really? how then do you prosecute shoplifters without any evidence? No answer.

Desired Settlement: I would like an apology letter to my daughter and that she be allowed to shop wherever she wants to. She is not a criminal.

Business Response: Dear *******

We are sorry to hear about the experience that your daughter had with one of our Hollister associates. To investigate further, we would like to know the location of the Hollister store that she visited along with the date and the time. Once we have that information we will be able to reach out to the appropriate District Manager and have the appropriate conversations to make sure that this can be prevented from happening in the future.

Sincerely,

Customer Service
Hollister

Consumer Response:

Thank you for your prompt response; you had previously asked me for the date of the incident in which my 17 and 16 year old daughters where chased down at the mall by one of your store's clerks; she then proceeded to pull her Hollister bag from her hand and go through it; obviously not finding anything. The date of the incident was July 24, 2014 around 8 o'clock in the evening. The name of the clerk was ***** and the very rude and ignorant store manager's name is *********.

I would appreciate an explanation of your store's policy in regards to your store's employees chasing people 80 to 100 yards out of the store and then not having a leg to stand on when it comes to proving their case. 

I will await your response; thank you

****** **************

Business Response: Dear *******

Thank you for providing the date and the time. To investigate this further, we need the location of the store. Again, we apologize for the experience that your daughters had with one of our Hollister stores, and look forward to your response so that we can continue to investigate.

Sincerely,

Customer Service
Hollister

Consumer Response: The email is asking me for the location of the Hollister store where the events took place.  This is store is located at **** ***** **** **** * ******** ***** ******* ** *****
###-###-#### in reference to complaint ID####

Regards,
****** **************

Business Response: Dear *******

Thank you for providing the store information, again we apologize for the experience and we will be forwarding it to the appropriate team so that this does not happen in the future.

Sincerely,

Customer Service
Hollister

9/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 1. After spending more than 24 hrs, I decided and finalized some items to order from A&F and made an order on June 17,2014 with order # ######I did not receive that order until 07/17. In this period I did not receive any communication about shipment. I started inquiring about that and found out that it has been missed out by Fedex- USPS transition. I made call to A&F and their representative told that we can reship your items but only 3 items available in their stock out the of the list of 13 items. I didn't have any choice and I opted to take the 3 items shipped and get the refund of rest of items. 2. I made the new order on July 21,2014 with order # #####, after spending days of research, Again the same thing happened, the USPS tracking number updates that item has been delivered on 1:53pm on July 26,2014 but i didn't receive any package.. I called A&F arround 5:00pm on July 26,2014 and got the response from that they will look into request and check if they can reship the items. I am frustrated with the A&F service, I am spending my days to finalize the item, spending my money and in the end not receiving the order, My whole plan is getting ruined because of them. I brought the items for the birthday gift. I am facing embarrassment again and again because of A&F service.

Desired Settlement: I want all my items reshipped again and compensation of $25,000. I had to spend hours and hours to resolve this issue, my money and facing humiliation because of A&F.

Business Response: Dear ******

Thanks for contacting us about your order. We are truly sorry for any inconvenience that has been caused. 

Regarding order ##### we do show that the three items where reshipped, and a refund was issued for the sold out items in the amount of 153.98. 

Regarding order ######, we show that the order was reshipped today. You should receive an email with a tracking number for your replacement items. They should be arriving soon.

We are truly sorry for the inconvenience that has occurred.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have been spending my time , money and emotions to buy these items and its not just buying those item, I bought the items as birthday gift. I made plans and because of A&F and their shipping carrier error. I have been facing embarrassment and humiliations. In the first order, only 3 items left and i choose to accept those three and refund for rest of them because i didn't have any other choice. 

 
You can notice in the second order I have ordered the same dress but with different size because the size which i wanted, and i ordered in first order,was not available at reshipment.  Again the same thing happened with my package, your shipping company is cheating and putting the false status that package has been delivered but its not.  Because of this my emotions and days are becoming unproductive.  I plan my day and you ruined it. My credit card statements are going up.  
 
Every one makes mistake but not again and again, and once it happens you can not repay the loss with reshipping and refunds.
Regards,
***** *****

Business Response: Dear ******

Thank you for your feedback, we hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:  I am expecting some promotional codes for future shopping. 

Regards,
***** *****

Business Response: Dear ******

We have sent you a promotional code for 20% off your next purchase to the email you have provided, ******************** Again we apologize for the inconvenience.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I didn't see any coupon in my email *********

Regards,
***** *****

Business Response: Dear ******

We apologize that you did not receive the promotion we sent you on 8/19/2014 to *******************. Here is the promo code for you to use online or in a store for 20% off ########

Sincerely,

Customer Service
Abercrombie & Fitch 

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When returning an article, they charge the same amount instead of refunding it. Asked for the refund of both amounts, showing proof, after 3 wks nothi On the last week of July my son went to this store to buy something as a mistery shopper, using my debit card. He returned the article right away, but instead of refunding they charge the amount again. I went to the store with a copy of my bank statement to show the problem, and was told they cannot refund money from the store, that I had to contact the company via email. No phone numbers were given to me, no help for my refund whatsoever. I contacted the company via email, since I had no other option, and it is August 15th now and still haven't gotten my money back. I needed that money for grocery shopping, and told them that. They must know the register was over by that amount on that day, why do they have to take so long for a refund? Why they cannot give a phone number the customer can call to complain or to check the status of a refund?

Desired Settlement: I need my money back as soon as possible!

Business Response: Hi ***********
We would be happy to look into this issue further, but we will need some additional information. We are unable to locate your email to customer service under the name and email address you have provided here. We will need the original transaction information (your original purchase), as well as the return transaction information (transaction where you say we charged you instead of refunding you).
Store #:
Transaction date:
Transaction #:

Sincerely,
Customer Service

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My initial complaint began on April 22, 2014. On this day, I was shopping the Hollister store at the ********* **** in ******** *** ****. I was making purchases as well as returning some merchandise. I had approximately 12 items to return and the girl working at the counter, whose name is ******, said that she would like to complete my purchases first, and then complete the returns second. After I had made my purchases, ****** refused to return all 12 of my items. All the items were unused, new, and with tags and the store was empty. ****** said that she would only return a total of 5 items and that I had to return on separate days to return at a rate of 5 per day . I was a bit taken back since there weren't any customers in line behind me. I asked ****** if I could speak with a manager regarding the policy, to which she stated that she was the manager. I was not satisfied with this form of customer service and I immediately called Hollister's customer service and spoke with Lydia who documented my complaint. Lydia stated that this was not Hollister's company policy and that ****** should have accepted my returns since no other customers were in the store. She gave me a reference number (##########) and told me it would take approximately 3-5 days for Hollister to respond. After not receiving a response, I followed up with 3 additional phone calls and then finally submitted in writing my complaint on May 15, 2014. Hollister responded in writing within a few days to apologize and then stated they would send me a $30.00 gift card. On July 3, 2014, I wrote to Hollister again after not having received the gift card as promised. On July 4, 2014, Hollister responded in writing apologizing and then offered to send me a $60.00 gift card as a means of compensation. On August 13, 2014 I wrote to Hollister again stating that their customer service was terrible and their false promises were deceptive.

Desired Settlement: I would like Hollister to fulfill their promise of the $60.00 gift card. On a separate day with a different employee, I was able to complete my returns without incident and was not told that it was company policy to return only 5 items per day. I would like a response as to how Hollister handled their employee Farida at the Boulevard Mall in Amherst who falsely stated that Hollister's policy was to only allow for 5 items at a time to be returned.

Business Response: Dear ***********

We are truly sorry for the inconvenience and extent of this issue, as well as for your experience at our Amherst Hollister store location. We do show that we sent out the following letter, on 7/7/2014 with the gift card number (being ###########) as well as the hard gift card to the address you provided, which you can find the copy of below:
############

July 7, 2014

********** *** *** ********* **** ******* *** **** ***** **** ***********  

We apologize for the service you
experienced during your recent visit to our ********* store location. We strive
to provide quality service across all channels of our business that is
reflective of our brand. As such, your experience is one that we will be sharing
with the appropriate department to ensure that you receive better service in the
future.

To make this right, you will find a gift card in the amount of
$60 as a part of this letter. You can use this card at any of our Hollister Co.
stores in the US and Canada or online at HollisterCo.com.

Thank you again
for bringing this matter to our attention and we hope that this experience with
us does not shadow your perception of our
company.

Sincerely,

****** 
Hollister Customer
Service

We are still showing a balance of $60 on the gift card, which you are welcome to use online or take in to a store to use. We have shared your experience and concern with the appropriate people and it has been addressed, however we do not share details of disciplinary action. 

Again, we are truly sorry for the inconvenience of this issue and do hope to see you again soon.
Sincerely,

Customer Service
Hollister

Consumer Response: I have not received a letter from Hollister nor have I received the $60.00 gift card.  Perhaps you could reissue both the letter and the gift card to bring this matter to a close

Regards,
********** ***

Business Response: Dear ***********

If you would like us to re-send it to a different address than the one you have provided, and the one that we have sent two separate letters to, we can. However, in the previous response we have provided the gift card account # and verified the balance of $60 for you to use online or in a store, which allows this issue to be resolved in a more timely manner.

Sincerely,

Customer Service
Hollister

Consumer Response:  I do not believe that Hollister Co ever sent the letter that they claimed nor did they send a gift card.  I have forwarded my address multiple times and have not received anything in the mail.  At this time, the only acceptable way to resolve this is for Hollister Co to issue a letter and gift card.  My address is *** ********* ***** ******* *** **** ******  

Regards,
********** ***

Business Response: Dear ***********

I have transferred the balance from the second gift card that we sent you of $60 to a new card and I have attached it to a letter, the same process from the previous two times. I have addressed it to:

*** ********* ****  ******* *** **** *****
It will be arriving via fedex, the tracking number is #########.

Sincerely,

Customer Service
Hollister

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My two past orders with Abercrombie and Fitch have been terrible. My first order was missing an item, and so was my second. Because the issue has happened before, they are now are now refusing to refund me £84 Great British Pounds for an item I haven't received, after numerous emails and calls to the company, they tell me either that they can't help me because of order history or they just out right ignore me. They have also banned my IP address from contacting that chat service on LivePerson.net for no reason at all, they are scamming me out of my money, they must refund my money for the item I haven't received or I will have to initiate a chargeback against the company at the cost of the missing item, £84 GBP. The order this is in regards to is ######and the missing item is the Lewy Mountain Jacket.

Desired Settlement: The company has a responsibility to refund or send out the missing item, I have been waiting days and days, days of calling and emailing, I just want to be refunded for the missing item so I can move on and I will never ever shop at A&F again... absolutely terrible customer service. Refund of £84 is the desired outcome for the missing item.

Business Response: Dear ***,

We apologize for the inconvenience for the item being left out of you order. We do see that you called in on 8/26/14 inquiring to get a refund for £84.00. We emailed you back on 8/26/14 at 6:32 PM with the response:

Hey ***,

We’re sorry you didn’t receive all your items in your order #######. Here’s how  we can solve this.

We went ahead and issued a credit in the amount of £84.00 to your account.

Hope to see you shopping again soon.

And we do have your response back at 6:45 PM of:

Hi,

Thanks for finally resolving this issue for me.

Will that amount be credited back to my original credit card used upon purchase?

Thanks again.

Have a lovely day.

Kind regards,

*** ******

And to that we responded that the refund would be issued to the visa ending in ####. Again, we apologize for the item being left out of your order. Your refund of £84.00 has been issued. We hope to see you again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.

Regards,
*** ******

8/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I made an order from the online store of Abercrombie and Fitch (A&F) at July 16, 2014 and received the confirmation email, which included the order total as $447.10. I paid the prices of items shown on the website without using any coupon code to get further discount. On the second day (July 17), I received an email including an 25% off coupon code. Then I called the customer service and one gentleman answered my call. He confirmed that since I placed the order within the last 24 hours, he would be able to apply that coupon to this previous order for me. He also confirmed to refund me $111.76 on the phone. However, when I received the shipping confirmation email on July 24, I was shocked to notice that the order total was changed into $453.04, which is the price after applying an discount by $139.01. In other words, A&F changed the original price of my order, which was $447.10, to an much higher price, which is now ($453.04 + $139.01) = $592.05, and granted me an 25% off based on this raised price. And then my credit card was even charged an extra $5.94 to cover the difference. Even more, A&F erased the original order information from my online account and secretly changed the price of items and the order total. I have to say that this is the most horrible shopping experience I have ever had!!! I have never seen or even hear an company playing such a dirty trick to its customs. Fortunately, I kept both the original order confirmation email and shipping confirmation email, which indicate that they included different price information. I called the customer service again to ask about this problem, a lady answered my call. She said she will only be able to forward my concern to the customer service department. After two days, as I expected, I received an email from A&F claiming that they had already issued 25% discount to my order. I replied this email to include the screenshots of the different prices from the two emails to question why A&F changed the price information. However, A&F ignored my evidence and still kept saying that I had received the discount. So far, I believed that they just wanted to treat me as an innocent customer with a big math problem. Unfortunately, they are completely wrong at this time. I will do my best to let the public and media know how A&F is doing its business and playing with its customers.

Desired Settlement: First of all, I request correct adjustment on my bill from A&F. Secondly, I request to receive an appropriate explanation and apology about their unfair treatment to me. Last but not least, I request to receive appropriate compensation for my time and strong efforts to solve this problem.

Business Response: Dear ********

Thank you for contacting us about your issue. We are truly sorry for the inconvenience that has occurred. It seems that your items were repriced due to a system error. Our system shows that you were billed a total amount of $453.04 for this order. One charge on the 24th of July for 447.10, and a separate charge on the 28th for 5.94.

We have gone ahead and refunded the extra 5.94, as well as issued the 25% discount of 111.77. Together, these refunds total 117.71. 

Please allow 3-5 business days for your card issuer to process this refund and post it to your account. 

Additionally, we have sent you a 40% discount code that you can use on a future online order, or for an in store purchase. This code was emailed to you separately.

Again, we are truly sorry for the inconvenience that has occurred.

Sincerely,

Customer Service
Abercrombie & Fitch

8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was in the ********* ** store on August 7th with a coupon 20% coupon that expired August 13th that they could not get to work and I was told to try another store and they could adjust my price. I purchased the hoodie because it was the only small you had in the store and my son needed that size. However, I would like my adjustment for the $8 that would of been my discount for this hoodie with my coupon. I should not have to drive from store to store to use my coupon. Thanks ****** ****** *********************

Desired Settlement: I would like my $8 adjustment. This company has no phone number listed to contact. I emailed them.

Business Response: Dear *******

I apologize for the inconvenience that this has caused you. I have submitted your refund of $8.00 to our Sales Audit team, it will be processed this week and you should see your refund in the 5-7 business days. I do hope that you decide to give us another chance, and we look forward to seeing you again.

Sincerely,

Customer Service Team
Hollister

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 6,2014 I made a purchase for $47.65 using my debit card. I was at store #### in ********* *** It was transaction ####at Register ##. On June 9, 2014 I returned the same merchandise totaling $47.65 at the same store. Transaction #### at Register ## I was told I would receive a credit to my debit card instead of a cash refund. After waiting 10 days, I still hadn't received my refund. I called their customer service line. On the 24th of June, I was told that I should have my refund within 3 weeks. After 3 weeks. That is refund incident #####. After 3 weeks, I still hadn't received my refund. I called again around the 17th of July. I was told that I would have my refund within 3 to 5 days. One week later I still hadn't received my refund. Around July 25th I called again 3 to 5 days. I called again Aug. 1st. and told them I was taking them to Small Claims Court and I was assured I would have my refund within 3 to 5 days. Well now it's Aug. 6th and I still don't have my refund. Can you please help me with this.

Desired Settlement: All I want them to do is refund my money. They have their merchandise.

Business Response: Dear *****

We apologize for the inconvenience with this lengthy issue. We have looked into the refund and it looks like there was an error with the original refund process, we have re-processed the refund as of this morning. You should see the refund within 3-5 business days, please reach out if it still has not posted within that time frame. 

Again we apologize for the lengthy resolve and hope to see you again soon.

Sincerely,
Customer Service
Hollister

8/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: So disappointed with this company. I have made multiple purchases from Gilly Hicks, including taking a friend there to buy everything she wanted before her wedding. This was the store she chose. I loved this company because I thought it was a good alternative. I recently placed an order and accidentally put in an old mailing address. The homeowner there said he never received the box. I asked him twice. I contacted the shipping companies involved (all of them) and none could track down the package, except to say it was "delivered." I had a forwarding address set up from that address, but apparently the box was not forwarded and simply disappeared off the face of the earth. I emailed Gilly Hicks in full faith that they would help, but the company absolutely refused to do anything about it. They were incredibly rude and unhelpful and said that the decision was "irreversible." Absurd. Worst of all, they kept going back and forth on what they said they would do to help me. They sent me an email saying they would refund me or reship the package, whichever I chose. I asked for reshipment of my items (I don't want my money back, just the products I ordered). Then they said they would actually do nothing. So I called (their number is very hard to find). I spoke to one lady on the phone who was very kind and genuinely understood the problem and wanted to help. She promised that a refund would be made. Hours later, I then received another bureaucratic email later assuring that nope, nothing would be done. I would have given up except that two friends ordered with me. I want them to receive the products they ordered. I'm so frustrated with this company and the fact that they told me they would reship my order (at which point I told the girls who ordered with me and they were relieved) only to go back on their word.

Desired Settlement: Because the box cannot be found and was never received, and because I set up a forwarding address with the Postal Service that was ignored, I think it is the company's responsibility to reship the order.

Business Response: Dear ******

We are sorry that you did not receive your order, but as you can see from the attachment, we successfully delivered the order to the address you provided. We recommend that you work with the shipping provider to resolve the issue further.

Sincerely,

Customer Service
Abercrombie & Fitch

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My credit card information was stolen and unauthorized charges were made of Hollister clothing. Similar charges were made by other retailers. We disputed all the unauthorized charges, received a new credit card with a new number. All retailers dropped the charges with Hollister requiring a telephone conference call with there representative and the credit card representative. The Hollinger representative was belligerent about the unauthorized charges but finally agreed to remove the charges. A subsequent online gift purchase from Hollinger didn't arrive in time for the Birthday. My husband called Hollinger and was told we were on a DO NOT SHIP list. The Hollinger representative told my husband an email would be sent to us explaining that characterization. No email was ever received. OK - we just go to the mall (mobility is an issue) to buy for the young girls in our family. Now an online order to Abercrombie & Fitch has the same DO NOT SHIP result. Again, a young ladies birthday gift was missed. A little research finds that Abercrombie & Fitch and Hollister are related companies. There is no Abercrombie & Fitch store near our home. We have been harmed by the credit card identity thief and Abercombie & Fitch.

Desired Settlement: Removal from the DO NOT SHIP list.

Business Response: Dear *******

Thanks for contacting us about your issue. We are sorry for the inconvenience. We have removed the flags from your information. Future orders should not be cancelled. 

Again, we apologize for the inconvenience.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a jacket from hollister on 12/10/2013 and i received item and everything processed normally and money was taken out of my account. Later, i returned the jacket because it was too small, I returned it through a speed exchange on hollisterco.com. After that i sent back the item to hollister through the mail and they told me that they recieved the item back and that my money would be refunded to me in a few weeks. At first, i waited for the money to be refunded but after waiting a few weeks and not seeing the money back in my bank account i contacted hollister a few times but everytime i did they told me someone would get back to me in 24 hours but no one ever did. Finally after waiting months hollister got back to me and told me that they recieved the item and that they would reprocess my refund and that i should recieve it within a week but later they informed me that it wasn't going through and that if i gave them a different card it would work but i didn't have a different card and i asked them to send me a check and they didn't reply. I contacted them again and this time they told me that i was never charged in the first place for the order and that they made an error and i asked them if the order was "Free" if i could get back the jacket and they don't me no and then i asked them if i was never charged then why was money taken out of my account and they told me that they couldn't do anything about it. I contacted them for a duration of 6 months and only during the last month they told me that the order was never processed even though it was. It has caused me immense stress and all i want is a refund for the jacket.

Desired Settlement: I want a refund for the jacket.

Business Response: Dear ********

Thanks for contacting us about your issue. We are truly sorry for the inconvenience that has been caused. Our system shows that order ######### was placed on December 10, 2013 for a jacket and a sweatshirt. Our system shows that this order shipped on December 13. Our merchant processing system shows that this order was not billed properly when it shipped. There was an authorization made on December 10 when the order was placed, but it was never caputred. An authorization is when the system checks the balance of the card to make sure that funds are available to complete the transaction. No money is transferred at the time of authorization. That occurs later once a capture request is made. 

On order #########  it appears the capture request failed, and as such, no capture was made. Please view the attached screenshot from our merchant processor which shows an authorization and then an expiration. Since the authorization has expried, there was no way for us to capture on it.

We saw where the agent stated they would issue a refund, however they did not see that the payment had not been captured in the first place. Our system will not allow a refund to be made without a capture being made first. This agent made an error by incorrectly communicating this information to you. 

Per the statement you sent, the charge dated 12/10 in the amount of 22.66, and the charge dated 12/19 for 13.83 were both for order ##########. That item contained three items, and shipped in two shipments. The first shipment had two items and billed 22.66, then the last item shipped and billed 13.83. 

The next charge from Hollister that is shown on the statement is on 1/3 for 65.00. This was for order #######.

Finally, there is a charge dated 1/6 for 57.98, which was for order ######### 

We have attached screenshots from our merchant processor for each of these orders. As you can see, these other orders show as captured and settled, however there was no charge made for order ######### which shows as expired and never captured. Since this order was never billed, there is nothing to refund against. 

We hope this clears up any questions about your charges. 

Sincerely,
Customer Service
Abercrombie & FItch

Consumer Response: Even though they claim that the order was never processed, i recieved the item and if i never returned it they would have never contacted me about it and it was their system error and i ordered it and refunded it like i normally would. Also i conducted a speed exchange for the first order with order ########## and they could refund me through that order based on their speed exchange policy. Hollister also said they would refund me and now they are going back on their word. Lastly i would of been more understanding about this if they informed me when i first returned the item but it has been over 5 months and they should own up to their system error and at the very least give me back the jacket or store credit.

Regards,
******* ********

Business Response: Dear ********

Thanks for writing back. We are truly sorry for the inconvenience. 

This order did process and ship, however a payment was never captured. Since no payment was captured, no funds ever transferred from your account to ours for that item.

We do see where the agent said that they would issue a refund, and we do apologize for the length of time that this has taken to be resolved. The agent who said we would issue a refund did not realize that no funds had been captured. Our first level customer service agents do not have access to the credit card processing systems. Once this issue was escalated to a higher level, we then realized that no payment was captured. 

Since no funds were captured on our end, no money was transferred from your account to ours for this item. As such, we unfortunately can not issue a refund.

Again, we apologize for the inconvenience that has been caused. 

sincerely,
Customer Service
Abercrombie & Fitch

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 07/13/2014 around 5ish pm me and my son enter Abercrombie store##### *** ***** *** My son found a few items he wanted to try on. We stood by the fitting room for 10 mins no one came over . Finally a salesperson walked pass with a blue checked shirt tied around her waist( I didn't catch her name that's why I'm giving a description). We asked her for a fitting room she told us one minute she never returned. So we asked another young lady with glasses she told us she didn't have a key, she would find someone, after another five minutes a gentleman stepped over and opened the fitting room. I asked to speak to a manager, I explain the situation how we were waiting ten mins to try on items. He proceeded to tell me how they only had two keys. I proceeded to explain that the first young lady could have came back to explain that. We proceeded to try on the items then stepped into the line to check out I asked cashier # #####for the customer service number or the district manager. She proceeded to call a manager to assist me. This was a different manager by the name of ****. He asked me how may i help, I asked again for customer service he passed me a card and stated you can go through here. I asked him are you a manager he stated one of them, then I asked him for his name he said WHY. I stated to him I asked you for customer service and you said go through here. Then to add more horrible service, I was going into my purse to get a pen to write ****'s name down cashier###### stated more over , next customer. First of all **** never asked what was the problem. Secondly you don't give a customer a card and state go through here. Thirdly it's not what you say it's how you say it cashier####### What can I expect from her when her managers are rude.... The worst part of it all, I stayed and purchased the merchandise because my son loves this store( trans######). I guess that's why they take customers for granted because they feel Abercrombie sell itself no work needed from employees.

Desired Settlement: Please stop taking customers for granted appreciate them and why is customer service so horrible from salespeople to managers.( I spoke to two managers and the same I don't care attitude) WOW!!!!

Business Response: Dear ********
We apologize for your experience at our *** ***** Abercrombie store.  We have shared your experience with the District and Regional Managers for this region so they can work with the staff to ensure situations like this do not happen again.

We have sent a promotional code to your email which you can use the next time you shop with us.  Thank you for your feedback and we will look forward to providing you and your son a better experience the next time you visit.

Sincerely,
Customer Service
Abercrombie & Fitch

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2013 i made a purchase from hollister co, and in October of 2013 i made a return via mail with 3 pair of jeans. I never received my money from my return. I have forwarded my bank statement, my bank has contacted them personally for me, i have emailed and called many times and they keep pushing my incident forward to the appropriate team. It is now July and i haven't received my money back yet.

Desired Settlement: I want my money back in a decent time period.

Business Response: Dear ***********

We have reached out to you via phone but were unable to connect.  We've provided a direct phone number to assist you with this issue in a voicemail.  We look forward to resolving this issue for you.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have not receive a phone call nor a voicemail, I have emailed and called your company many times. they keep forwarding it to the "correct" department but it's has now been months. I have spoken with supervisors, I have forwarded my bank statement showing no money had been deposited into my account. You can reach me at######, or email ***********************. 

Regards,
********** ********

Business Response: Dear ***********

We are sorry you did not receive the message. We will call again.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me.

Regards,
********** ********

7/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on abercrombie.com 6/26/2014, the order number is ###########. I received one package on 7/3/2014 and there're only 10 items in the package, however, on the receipt, A&F claimed they sent me 11 items. One Cargo shorts (#######, $27.2 + 7%tax) is missing. When I tried to reach A&F several times, the customer service refused to resolve the issue and did not send me the missing item.

Desired Settlement: I would like to have A&F send me the missed item (A&F CARGO SHORTS ######, Size 30, Color: Stone).

Business Response: Dear *****

We are sorry for the inconvenience that has occurred. We have gone ahead and issued a refund for your missing item in the amount of $29.11.

Please allow 3-5 business days for your card issuer to process this refund and post it to your account. 

Sincerely.

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.

Regards,
**** **

7/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: there was a purchase made online and charged to my card on june 30th 2014 from hollister this purchase was unauthorized and the company is giving me the run around and does not want to refund my money back to my credit card. i have contacted the bank who stated i should contact the merchant first which i did but they where no help

Desired Settlement: i want my full refund put back into my account

Business Response: Dear ******

Thanks for contacting us. We are sorry to hear of the fraudulent activity on your account.  

If you feel like your information was used to place this order, contact your local police department and file a police report. 

Once you file the police report, have the officer fax a request for information on department letterhead to ###-###-####. For consumer protection, we are not allowed to release any information about the order in question to anyone other than sworn law enforcement agents. This policy is in place to protect the consumer as well as our company.

Additionally, please contact your card issuer and report the unauthorized used of your card and file a dispute against the charges in order to be reimbursed for the charges.

We are very sorry for any inconvenience that has occurred. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:  i do not have the time or availability to be running from precient to Precient your company charged my card without verifying if the name n address on the orders matched the order placed I already contacted the bank so all I want is my money refunded and not a run around 

Regards,
***** *****

7/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April I ordered from Hollister/ abercrombie & fitch... they debited my account.. I recieved my order in about a week..in May ny acciubted was debited again... I called they refunded my account ... The lady I talked with told me they had debited my account on April 20th .. the order date and my account ahiuld not have been debited again... like I said they refunded my account... since then the cimpany has debited my account probably 5-6 more times and then pits money back into my account... the last time this happened I again called ( and was not nice ... im sure you can see my frustration) at first the girl told me there was no information for me kn that order.. then when i give her a reference number then she miraculously found it ... that was a few weeks ago now... i have recieved email from saying they were going to charged my acciunt finally in 3-5 business days I replied telling them no doo not charge my account again I want my money refunded includint the two over draft charges incurred because they debited my account when they shouldnt have... as I said they said it wiuld be 3-5 business days n now has been weeks .... I have to now .. knce they refund my acciunt... close out my debit and wait until they send me a new card.. again an inconvenience for me due to the company playing with my money... now when i email them to demand my money back they keep sending me the same email they sent me initially.. I really shiuld not have to go through all this when I ordered from a supposedly secure site I paid for the order nand now I have to fight to get my money back because they debited my account twice

Desired Settlement: I just want my refunded back to my account -111.87 plus the two overdraft caused from their mistake of 38.50 a piece..

Business Response: Dear *******

Thanks for contacting us about this issue. We are truly sorry for the inconvenience that has occurred. 

It looks like our system made repeat authorizations after the order shipped due to a system error.

An authorization is when the system checks the card to see if there are funds available to complete the transaction. No funds are transferred at this time, however most banks will set the authorized amount as a "pending" charge. If no collection is made on the authorization, the bank will release the hold on the pending amount.

We have gone ahead and refunded $111.87 to the card you used on this order. Please allow 3-5 business days for our card issuer to process your refund and post it to your account.

Unfortunately, we are unable to refund more than is captured. Only one authorization was actually captured, which is what we have refunded. 

Again, we are truly sorry for the inconvenience that has been caused.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I am rejecting this response because:

Regards,
****** ********

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered from the company but I lived out of the country since February and I wasn't aware that they closed all of their stores. I asked them if I could return it at their sister store but was told I would not be able to. I complained because now I would have to pay for return shipping and that was half the cost of what I ordered. I never buy from a company if I have to ship it back. Then I was told that I would not b able to receive a refund, I would receive a store credit. Now I've only heard about one company doing this kind of return policy and they tell you numerous times what their return policy is before you buy from them. This company does not say that. They said if I wanted a refund I would need to pay to return the item, receive the credit and then submit a request to receive my money back for the purchase and the return shipping.

Desired Settlement: And clearly state your return policy because I would never had purchased from the company in the first place.

Business Response: Dear *******

Thank you for contacting us about your issue. We are truly sorry for any inconvenience that has occurred. We have gone ahead and issued a full refund in the amount of $57.28 to your Paypal account.

Please allow 3-5 business days for Paypal to process the refund and post it back to your account. 

Do not worry about returning the items to us, please go ahead and keep them. 

Again we are sorry for the inconvenience. 

Sincerely,

Customer Service
Abercrombie & Fitch

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS IS FOR AN ONLINE PURCHASE. I received a $10 promotional code for $10 off any online purchase on 4/24. On that same day, the Abercrombie website had free shipping on all orders without needing to enter a promotional code. I located a pair of shorts in my size for $10 and placed the order which came to $0 after using my code. The order seemed to process just fine, I still have the receipt page open in my browser and have printed it to PDF as well.

On 4/28 I started calling and emailing to ask why I had not received a confirmation email about my order. I was told there was no record of my order and it had never been placed. However, my promo code had been deactivated as used so I know something processed somewhere. I have been refused replacement of the $10 promotional code, a near identical product replacement (as the shorts I had ordered were sold out by 4/28 when I started asking for help), and am now being completely ignored when I email.

[Incident: ####### Ambercrombie used a $10 promo code to bait me into making an order they then cancelled for whatever reason. My order number was#######. My $10 promo code number was ###########

Desired Settlement: Product replacement of the product I ordered and never received or this near identical product - ***************************************************************************************

Business Response: *******

Thank you for contacting us about your order. We are truly sorry for the inconvenience that has been caused.

Every now and then an order processes on the website, but does not get passed properly to our fulfillment system. This is rare, however it appears that the order you placed was one of these. Again, we are truly sorry for the inconvenience this caused.

We are going to go ahead and ship those shorts to you at no charge. We were able to view the PDF file you sent, so we will ship that item,
to the Arlington, WA address shown in the PDF. You should receive an order confirmation email shortly, containing your new order number. Once the order ships, an email with a tracking number will be sent.  We will also email you a couple promo codes to replace the one that was lost on this order.

We have assigned the incident number that you mentioned to a supervisor ######## so if you have any further issued with this order,
please reply to the last email you received under that incident number, and it will go directly to the supervisor for assistance.

If you have any questions, you can reply to that email as well, and our supervisor will be able to assist you.

Again, please accept our sincere apologies for the inconvenience that has been caused.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:

Complaint ##### was resolved by A&F in part by sending my two promotional codes. When I went to use one of the codes I received an error stating the code had already been used. This exactly mirrors part of my original complaint. Is it possible to re-open this complaint or should I file a new one? I’d rather not interact with a company that sends out emails to customers in such a tone in response to their system issues. 

Thank you for your help.

Business Response: Dear *******

We are truly sorry for the inconvenience. We are unsure of the error that you received, as our system does not show the code you were sent as being used yet. 

If you want to just go ahead and place the order online, we can manually apply a 40% discount as well as free shipping. Just reopen this complaint with the new order number and we can get the discount processed for you. 

Again, we are very sorry for the inconvenience, and we look forward to your reply.

Sincerely,

Customer Service
Abercrombie & Fitch

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned merchandise to the store and issued gift cards that were blank. They issued me blank merchandise credits and gift cards and accompanying bill of sale does not have any association to the merchandise credit issued. Went to use merchandise credits and gift cards but not accepted. Called customer service line many times and they said they would get back to me several times but never did. Nothing could be done to assist me. This has been going on for several years and frustrating. I want my money back in form of gift card.

Desired Settlement: I want the amount owed to me on each merchandise credit/ gift card ASAP.

Business Response: Dear ******,

Thank you for contacting Abercrombie about your merchandise credit. We are truly sorry for the inconvnience that has occurred. 
 
In order to further assist you we will need to know some additional information. Please email us back with your receipt information for when the gift card was issued. We will need to know the transaction number, store number, and date of return, as well as the gull 16 digit card number of the merchandise credit that you received.  Please email us back with this information and we will be happy to look further into this issue.
 
We look forward to your reply and again we apologize for the inconvenience. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I require that a&f provide me the $ balance that is owing to me on the following gift cards. The problem is that a&f does not note the gift card or merchandise credit number on the receipt -therefore making it impossible to match your receipt to the gift card or merchandise credit.  I know that these cards have a balance because when I called a&f customer service (several times) they said they see the balance amount on my cards but that my cards have been suspended or locked due to fraudulent activity. I do not partake in fraudulent activity. How can they have a right to just take away my money?  After numerous attempts over the past year contacting a&f customer service including being put on hold for a total of almost a day of my life I'm left with nothing. A&F took my money and still not given it back to me. They say they will email me back or call me back after they investigate - but never do. And a manager is never available to escalate the matter. This is so unpleasant and frustrating. The following gift cards need to have their balances put back on them:
 
**** **** **** **** - $84.00
**** **** **** **** - $73.00
**** **** **** **** -$146.00
**** **** **** **** -$14.00
**** **** **** **** -$290.00
**** **** **** **** -$308.00
**** **** **** **** -$104.00
**** **** **** **** -$56.00
Tip: if a&f would put the gift card number on the receipt I could include the receipt particulars that they are requesting. 






























Business Response: Dear ******,

Thanks for writing back and sending the gift card numbers.

We don't show any of these cards being cancelled for fraudulent use, it looks like these cards are merchandise credits from returns made, and most of them were used in stores.  
However, two cards do show as never activated. If you can find the return receipts for these, we can check them out and see what happened.

Don't worry about finding which gift card goes with which receipt. If you send us the store number, date and trans number, we can see what gift card was issued with it. If you can just match up the amount with your receipt, we can check out those returns. If not, just send us the info from the receipts you have and we can see what's going on with them. 

We have looked up the gift card numbers that you sent us, and this is what we found:

**************** - $84.00 - This card does show as inactive.

**************** - $73.00 - This card was issued at Kids store in Toronto Eaton Centre on 2/27/2014 for 22.93. It was used the same day at A&F store in the same mall for the same amount. This transaction also used two other cards in your list (**** and****)

**************** -$146.00 - Issued on 9/20/2013 for 56.49 at A&F store in Eaton Centre. Used one hour later at same store for 55.37. The remaining 1.12 was credited back to your credit card used for the original purchase of the returned item. This occurred in BBB complaint number*******, which was originally filed on 4/17/2013. On 9/3/2013 the complaint was reopened regarding a return issue you had at a Canadian store returing items purchased in America. Your email in that issue stated:

I purchased A&F merchandise at the Walden Galleria Mall Buffalo NY USA on Aug 28, 2013. Since my son was not satisfied with the merchandise I returned some of the items to the Sherway Gardens, Etobicoke, ON Canada A&F location on Aug 29, 2013 and was denied a refund to my visa and amex. Instead I was unpleasantly issued a merchandise credit after much arguement with ****** **, the store manager. The canadian policy states that merchandise returns with the original sales receipt will be refunded the value of the merchandise based on the original form and amount of payment 

We asked you to send the original purchase info, which you did on 9/23/2013. On 9/30, we advised that we had removed balance from the merchandise credits, and issued refunds to your Visa card. The remaining 1.12 on this card was part of that refund.

**************** -$14.00 - This card was issued 2/6/2014 at the Kids store in Eaton Centre, for the amount of $14.54. It was used for 11.14 on 2/18/2014 at that same store. The remaining $5.50 was used in the above mentioned transaction with the second card listed (ending in****) on 2/27.

**************** -$290.00 - This card was issued on 12/15/2011 at the Kids store in Amherst, NY in the amount of 290.00. It was used 9/18/2013 at the A&F store in Eaton Centre, Toronto for 27.11. On 10/12/2013 it was used at the Kids store in Eaton Centre for 15.74. On 11/1/2013 it was used at the A&F store at Eaton Centre again for $236.07. This card currently has a balance of $23.09.

**************** -$308.00 - This card was issued on 2/11/2012 at A&F store in Sherway Gardens, Etobicoke, ON for 308.71. It was used on 2/12/2014 at the A&F store on 5th Ave in New York City for 264.87. The remaining 14.73 was used on the 2/27 transaction at Eaton Centre along with the other two cards previously mentioned. 

**************** -$104.00 - This card shows as inactive.

**************** -$56.00 - This card was issued at Eaton Centre on 5/7/2014 for 21.49 and retains that full balance. 

We hope this clears up any questions about the balances on your gift cards. 

Again, with the two cards that show inactive, please send us the return receipt info and we can see what's going on with these. If you can match up the amounts, that should help determine which card went with which return.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I cannot provide you with receipts for the gift cards that were issued to me as inactive. It's impossible for me to do without the gift number on it. Buti do know that they would have been issued to me from any of these following locations: 

NYC
Walden galleria, buffalo usa
Sherway gardens toronto canada
Eaton centre toronto canada 
Boulevard mall buffalo usa 

Why do you issue inactive cards to customers after a return? This is frustrating and very unpleasant?  It's like stealing from your customers. This is the 4th time this has happened to me.  Also why can't you note on your receipts the gift card numbers that I used to make purchases and the balance on the gift cards used - including the gift card or merchandise credit number - so that customers can match up their balances to receipts etc?  
 
Pls resolve.






























Business Response: Dear ******,

Thanks for writing back. We are unsure why an inactive gift card was issued for these returns. It's possible that the card that was issued for the refund was inadverntantly mixed up with a blank card, or perhaps there was a system error that did not allow the funds to post to the card.

In your previous email you stated the approximate amounts that should have been on the cards. If you can match those amounts with the receipts you have, and send us the store number, date and transaction number from the receipts that have a similar amount we can research this issue further.  If you have more than one receipt for a similar amount and are unsure which one is correct, just send them both to us and we can check them out.

Once we have the return receipt info we can look up the transaction and find the card that should have been issued for the return. 

Without the receipt information we will not be able to further assist with this issue as we have no way of verifying what card you should have received for the return, what amount should be on it, and it if has been used or not.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: This is insane how your company can cheat consumers like this. I wrote on the gift card the amount on it. Like I've been telling you and the reason I have contacted the bbb was because I am unable to match up my receipts with your gift cards because you don't note the gift card number on the receipt so it's impossible to match up. I always write the amount on the gift card and when I went to use for the first time the cashier said it was inactive and that I needed to contact customer service because it's a case of fraudulent activity. When your customer service dept doesn't follow up or respond to my numerous complaints about your staff issuing inactive gift cards to consumers it is frustrating. I know ther is money on them like I noted earlier. I work full time and so does my husband and we have 4 young children all in sports - I'm not making this complaint for the fun of it.  I don't have time at all for this unpleasant grief your shop has caused. You have stolen from me. I've returned goods and you've given me blank gift cards in return over the past 5 years. And now you can't trace anything - very rude. You are Suggesting that I am fraudulent and that is untrue. I've given you a lot of business over the years and also made a lot of returns too because I don't take my kids shopping with me  - and half the time I choose items they don't like.  But your eaton centre staff have also tried to keep one of my gift cards once..that had a balance left on it too...I had to ask for it back. The only thing I could do would be to provide you with the receipt info I think could be the match. As noted below:

 
Trans #****
Date: 2014-03-06
Cashier:********
Store:*****
 
And
 
Trans **** 
Date: 2014-04-28
Cashier: ********
Store: *****  

How will you be issuing me my refunds for all my gift cards?  
































Business Response: Dear ******,

Thanks for writing back and sending that information.

We show that a card ending in **** was issued for the return from March 6, and a card ending in **** was issued for the April 28 transaction.

We have sent you an email from our customer service email system with this same information. Could you please reply there and let us know if you have these cards in your possession? If not we can just remove the balances from them and apply them to the two inactive cards that you have. 


Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

Thank you for clearing up some of my issues. But we still have outstanding the 1 merchandise credit  6055 4305 0760 925from my returns made - which your customer service department advised me was locked due to fraudulent activity. The balance I have noted in black marker on this card is $84.00 and it's a usa merchandise credit - I think it would be from walden galleria mall in buffalo usa. And gift card **** **** **** ***2 -I think this might have been a $50 credit given to me previously from you at head office a couple of years ago -please check.   I do not have the receipt for either of these. Your receipts dont link up with the card anyways and your staff are aware of this and that is why they have a pencil holder filled with black markers -to write card balances on cards for all customers upon a return.  I also know that these cards have a balance because when I called a&f customer service (several times) they said they see the balance amount on my cards but that my cards have been locked due to fraudulent activity. Please you need to further  research these and give me back my money. Please. Also still outstanding is merchandise credit #**** **** **** **** -$56.00  please activate this card so that I may use the $56.00 please. 
 
Thank you very much for your assistance in resolving my issues with these cards. Greatly appreciated. 
 
**** **** **** **** - 0 balance -thank you 
**** **** **** **** -0 balance -thank you
**** **** **** **** -0 balance -thank you
**** **** **** **** - $23.09 balance - thank you for activating this card for me 
**** **** **** **** - 0 balance -thank you 
 
You mentioned cards # **** **** **** and **** **** **** in your last response - I don't have an issue at all with these ones and they were never even mentioned in my dispute - but what is important to know about these cards is what is the balance that you have on record for them? Please advise me?  
 
Tip: if a&f would put the gift card number on the receipt I would never have had an issue. Thx
 
So now I just need 1gift card issue and 2 merchandise credit issues resolved. 

Business Response: Dear ******,

Thanks for writing back.

The gift cards ending in **** and **** were not locked due to any fraudulent activity. We are unsure what the call center agent was talking about when they said that. There are no notes referencing fraud on these cards and there are no balance removals. The cards simply were never activated in the first place. This was most likely just an error at the store. 

We have gone ahead and activated these cards. Card **** now has a balance of $84, and card **** has a balance of $50. Please note that in the future, we will be unable to activate any further gift cards without corresponding receipt information. 

You could write the last four digits of the corresponding card on the receipt if you wanted. That may help keep track of what cards go with what returns. We will share your comments about putting the card number on the receipt with the proper business teams for review. 

Regarding the card ending in ****, our system shows this card was issued on 5/7/2014 at the Eaton Centre store. A shirt was returned for 64 dollars plus tax, and two items were purchsed for 24.99 and 19.99 plus tax. The remaining balance on this card is $21.49. 

You can always check your gift card balance on our site at https://www.abercrombie.com/webapp/wcs/stores/servlet/GCLookup?catalogId=10901&langId=-1&storeId=10051 or by calling the phone number on the backof the card. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID 10062823, and find that this resolution is satisfactory to me.

6/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have placed an order with A&F on 11/5/2013, order number:#####. As of today, it still hasn't ship out. I have called on the 8th to ask why it hasn't ship, the representative inform me it was pacakged and ready to ship today, but it didn't. Called again on Saturday was informed the same, it will ship today, but didn't. Email them on the 11th, was told I will received the package on or before 14th, another answer! Today is the 14th, still have not ship! Email back again, now they said it I will received it before the 21th! This is rediculous and need to be adjust immediately. It should not take this long to ship out an order! Not only this, was told several times it will ship out certain day but it didn't.

Desired Settlement: Ship my order ASAP.

Business Response: Dear **,

We apologize for the error in your order. 

Unfortunatley order ##### cannot ship.  We have sent you a 40% off promo code you can use to replace your order.

We apologize for the inconvenience.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: What?  Why can't it not be shipped?  Please explain clearly.  I waited almost a month for the order!  Do you know how many calls I have made? How many emails I have send to you guys?  This doesn't make any sense.

Regards,
** *****

Business Response: Dear ***
There was an error in our system and the order had to be cancelled.

We apologize for this inconvenience and hope you use the promo code we sent you to replace your order.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: Are you guys serious? This is the new order you guys told me to order again from the promo codes you guys send me.  There is an error again? Twice! Twice in a row!?

Regards,
** *****

Business Response: Dear ***

We apologize for the difficulty with your order.

It appears the order you placed on 11/20 (######) partially shipped and is out for delivery today.

There were a few items which were sold out and a few that were backordered.

We apologize for your experience and we hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Why did it take this long to ship? It only ships out after several email, calls, and BBB complaints.  I would like a coupon to replace my order for the sold out items.  It was in stock when I order them, but it never got process for almost a month!

Regards,
** *****

Business Response: Dear **,

We apologize that the order took so long to ship but see that the order placed on 11/20/13 shows everything delivered as of 12/24/13.  We also see your orders from 12/05/13 and 12/09/13 have also been delivered.

Please let us know if there is anything more we can do to help.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: My order placed on 11/20/13 shows everything delivered as of 12/24/13? It takes over a month to ship?  I'm not getting any explanation or coupons to make up for the trouble?

Regards,

** *****

Business Response: Dear ***

We experienced high volumes of online orders this holiday.  We apologize for the late delivery.  We have sent you a promo for $30 off your next purchase.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: So no contact no nothing? I placed the order for next day shipment, it take 1 months to delivery?  $30 off? seriously?  I think I deserve a 40% or 50% off!

Regards,
** *****

Business Response: Dear ***

We apologize your dissatisfied with our resolution.

We feel our offer of $30 off your next purchase is a fair and good faith effort to resolve this issue.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service

Consumer Response: I just tried to use the coupon code, it showing invalid.  Please check.

Regards,
** *****

Business Response: Dear ***

We have resent you a new $30 off promo code.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:


I placed an online order from A&F on 2/17/14, order number #########for the total amount of $61.20. The order was never processed and ship out. This matter continues over a month or so. I have contacted several times via email and by phone. Every time was told the order is being process. A order can take over a month to process? Even though when I placed the order it show I will received it in 5-7 businesss days! After a months of several emails and phone calls, they finally ship out 2 items out of 5. To make things even worse, they over charged the items. When I order this, I used a $20 off $75 or more coupon. After checking, the order seems like they didn't add the promo code even though the order confirmation shows it took off $20!
 


I want a full refund on this order and highest percentage coupon offered for all the trouble and waiting.

Business Response: Dear ***

It looks like the delay on this order was due to a system error. We are very sorry for the inconvenience. We do show that on 11 March two items shipped, and your gift card was billed $17.76. The other items were backordered due to anticipated replenishment of stock. However, we eventually realized that these items would not come back in stock, so they were cancelled. Your card was not charged for these cancelled items.

Regarding the $20 off coupon, our system shows that this order was manually placed over the phone, so the discount would have been applied manually by the representative who took the call and placed the order.

Due to all the inconvenience, we have gone ahead and refunded the $17.76 to the gift card that you used on this order.

Please note that our system shows that this card is a merchandise credit from a store return. Please know that merchandise credits are non-transferrable. Can you please let us know the store location, date and transaction number from the return receipt, so that we can verify this card? If we can not verify this information, then we are unable to accept the card online, and future orders with this card will be cancelled.  

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I purchased the gift card at ************, a third party gift card place.  Thanks again for the help.

Business Response: Dear ***

Thank you for that information.  We cannot verify the authenticity of any gift card purchased on a third party site like *************  The only way to make sure you are getting a legitimate gift card is by purchasing it at one of our stores or on our website.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

 


I placed an order with A&F on 3/5/2014, order number 20033046951. I have called the customer service department on 3/17/2014 for the order status. They said it has been shipped out and told me to patiently wait for the package. As of today I have not received this order. Called again around 5/18/2014, was told to email in the issue. Now they are telling me to deal with the carrier. I have contacted the carrier, they told me to contact the shipper(A&F) for them to file a claim. It is not my responsibility to deal with the carrier. I paid money for the goods and the goods are not delivered.

 
:
I want a full refund of $106.12

Business Response: Dear ***

Thank you for contacting us about your issue. We have issued a refund of 106.12 for this order. This amount will be refunded to you in a merchandise credit sent to your email. 

Since there are issues receiving packages at this address, we strongly suggest you use an alternate address on future orders. We will not be able to assist with future shipping issues to this address.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID##### and find that this resolution is satisfactory to me.

Regards,
** *****

6/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stopped by the A&F store located in the ******** ****** ***** The Active Wear Display had a sign at the top of the rack with "A&F Active Wear 50 % OFF". The top of the rack contained Long and Short Sleeved Shirts and Shorts. The bottom rack contained only Short Sleeved Shirts and Shorts in different colors than the top rack. The bottom rack also contained the prices for the Short Sleeved Active Shirts and Shorts. I picked up a few matching short sleeved shirts and shorts, but when I tried to pay the 50% was not being applied. I walked with the manager back to the rack to show him the sign with the 50 % off discount for Active Wear. The manager stated that it is only for the long sleeved shirts, not for what I picked. I pointed to him that the sign made no mention of applying to only to a certain product, instead it referred to Active Wear in general, which is what I selected. I also pointed out that the way the sign was posted is misleading and is falsely advertising a product if the discount is not offered. The manager agreed that either the sign should be changed to indicate the discount applies only to certain merchandise or separate the full price goods from the discount rack. The manger states that they had many complaints in the past, but this is how management wants it advertised and there is nothing he can do about it. This is not the first time I came across signs advertising a certain discount to all merchandise, only to find out there are many restrictions.

Desired Settlement: Please email me a link with a 50% off discount so I can purchase the items required online. Also re-evaluate the way your company advertises their discounts because it sure feels like the company is playing games with the consumers. Tricky discount advertising is not a quality of a sound business.

Business Response: Dear ****

We apologize for the miscommunication with our promotion. 

If you would like, go ahead an place an order for the items you attempted to purchase and reply back with your order number.  Once you do this, we will edit your order and apply a 50% off discount to the active items you had attempted to purchase in the store.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me. 

Please forward my order number to the A & F customer service team, so they can adjust my order and apply the 50 % promised.
My order number is #####.

Thank you and let me know if you have any questions.

Regards,
*** ******* 

Consumer Response:

 This complaint is regarding my BBB complaint ID####against Aberbrombie and Fitch. I made a complaint on the BBB site. Abercrombie and Fitch customer service offered resolution by telling me to place my order online and respond back with the order number and they will edit my order and apply a 50% OFF towards the items I purchased. When I replied back that I am happy with the business' resolution, BBB closed my complaint. It's been a week and my A & F order (My order number is #####) has not been adjusted and the 50% off has not been applied towards the order total. I have also verified my credit card, and there is also no credit applied.
Keep your word, A&F and edit my order ************* to reflect the 50% you promised initially.

Business Response: Dear ***,

Thank you for writing back. We are terribly sorry for the inconvenience. We did not receive the order number prior to this. 

We have gone ahead and issued a refund of $166.22 to the card you used on this order. Please allow 3-5 business days for your card issuer to process the refund and post it on your account.

Again, we are truly sorry for the delay in getting this credit processed, and for the inconvenience you have experienced.

Sincerely,
Customer Service
Abercrombie & Fitch

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gift card balance is incorrect. As per my record, my gift card has a balance of $18.16 but somehow the online balance shown $0.00. I emailed customer service and request for giftcard use history, but i didn't get any response.

Desired Settlement: I would like to get the remaining balance of $18.16!

Business Response: Dear ********

Thank you for contacting us about your gift card. We searched our email contact database for any contacts with the email address "********************, however we were unable to find any email contacts from that address. Did you happen to write in from another email address?

We can definitely check the balance and history of use of the gift card, we just need the full 16 digit number from the back. If you can let us know the full card number, we can check it out for you.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Business did not offer anything to settle this dispute. 

 
The gift card number is ####

Regards,
******* ** 

Business Response: Dear ********

Thanks for writing back with the card number.

Our system shows that card was used for 18.16 on Abercrombie order #######placed October 14 2012. This order was for two pair of jeans, one red dress and a red stripe tee. 

This order shipped to the same address that you provided in your complaint. 

We hope this clears up any questions about your card. 

Sincerely,

Customer Service
Abercrombie & Fitch

6/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir , I have placed an order through Abercrombie and Fitch website ( www.abercrombie.com ) on 04/03/2014 and it was stated on their website : " YOUR ORDER IS EXPECTED TO ARRIVE ON OR BEFORE 04/14/2014 FOR ALL IN-STOCK ITEMS " and all items were in stock when i placed the order . It has been over a month now and the order has not been shipped yet !!! The delivery date has changed on the order page twice , last time it stated " YOUR ORDER IS EXPECTED TO ARRIVE ON OR BEFORE 04/22/2014 FOR ALL IN-STOCK ITEMS. " almost three weeks later now and it hasn't been SHIPPED yet ! I have contacted your support with several emails having the same reply each time that the order has been packaged and within 48 Hrs it will be shipped , the last email was on April 29 almost weeks ago !!

Desired Settlement: I just want to know , will they ship the order or not !

Business Response: Dear ******,

Thanks for writing about your order. We are sorry for the inconvenience that has occurred.
 
It looks like there is an error on the address.  The postal code is showing as: 
 
************ *****

The postal code can only contain numbers. Since there are letters in there, it is causing an error. 
 
We replied to your email that you sent on May 11. Can you please reply to that email and let us know your proper postal code? Once we know that, we can update the order and try to get it shipped. 

We have gone ahead and applied a 50% discount to your order for all the inconvenience.

Again we are truly sorry, and we hope to see you at abercrombie.com again soon!

Customer Service
Abercrombie & Fitch 

Consumer Response:

I have revived an email on May 14th telling me that the problem was in the zip code in my mail address and I fixed it right away on the same day .
It has been more than 10 days now and my order is still not even shipped ! With no estimate date of arrival .

Regards,
****** ***** 

Business Response: Dear ******,

Thank you for writing back.

We are truly sorry for the inconvenience that has occurred. It appears there is a system error that is preventing this order from shipping. We are unable to resolve the error, so we unfortunately had to cancel the order.

You have not been billed for this order, and any authorization holds should fall off your account in a few days. 

If you'd like to replace your order online, we would be happy to offer you free shipping. Just reply to the email we sent asking about your postal code with the new order number.

Sincerely,

Customer Service
Abercrombie & Fitch

6/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed few order with Abercrombie and Fitch Kids for my 8-yers old son. (orders ###########)All items I bought were on sale and it was a good deal. For all of my orders I received the order conformations by email. My orders was never deliver and when I tried to find out why I received no response for the first two orders. The the last order i received the following response: "This order was canceled and we are unable to accept future orders from you. Abercrombie kids is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website." My son and I was so disappointed. I have a big family and a son, and I am an accountant in *** **** CPA firm and don't do any resale. (if you want me to prove my occupation and who's in my family i would do that). I am truly believe that Abercrombie just refused my items because it was bought on sale and they decided that it's not so profitable for them. However, they made an online offer for these items for stated prices and I accepted that offer, and they confirmed it. Therefore Abercrombie enter in contract with me and Abercrombie have to perform this contact. P.S. I also read online that Abercrombie just use that "convenient"resale reason for many other regular customers to refused to deliver items bought on sale.

Desired Settlement: I would like Abercrombie to perform the contract and deliver my orders. And I also want all future orders to be accepted from me.

Business Response: Dear *********

Thanks for writing. Per our email correspondence from May 23 and May 27:

We have issued a refund for item ##### on order ###### in the amount of $24.46, as well as a refund of $7.80 for item ######## from order#########. 

We have also issued a refund of $161.83 on order ####### for the 30% discount.

These refunds will go back to the card that was used on the respective orders Please allow 3-5 business days for your card issuer to process this refund and post it to your account. 

We are truly sorry for the inconvenience that has occurred, and hope to see you at abercrombie kids again soon!

6/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have placed numerous orders with this company before and never had a problem until Dec 2013. I ordered 3 bracelets which cost about $4 each. When I received the order, 1 bracelet was missing. I contacted the company and they sent the missing bracelet. Problem solved. Then on 4/22/14, I placed order #######, totaling $166.86. Item ######## which cost $7.80 was missing from the package. I called Abercrombie to report the item missing, and was told the item is no longer in stock and my credit card would be refunded. However, it was not. Instead, I received an email which stated since I have had previous shipping issues in the past, I should contact the carrier and will not be refunded. It is not the carrier's fault that an out of stock item was not in the sealed and delivered package. Then on 5/7/14, I placed another order #######, totaling $455.03, again there was a missing item ###### , cost of $24.46. I again called to report a missing item, and was told on the phone the item was going to be shipped out. However, instead received another email that said I will not be receiving the item because I had previous shipping issues and there is nothing they could do to assist with this order. They said they only allow one claim per customer and will not refund or reship the missing item. I then replied to both these emails, saying that if I do not receive a refund or receive the missing items, I will dispute the charge for these two items with my credit card company. I never received a response. I placed more orders since then, but never received the orders. When I called to find out why the orders were never sent, I then received an email saying my orders have been cancelled and we are unable to accept future orders from you because our records indicate that you have disputed a charge with us in the past. This is the worst customer service i have ever received. I have spent over $2000 at Abercrombie in a month. I refuse to pay for an error that was made by your employees in the packing and shipping department. Very poor customer service.

Desired Settlement: Refund of missing the two missing items and an apology.

Business Response: Dear *********

Thanks for writing. Per our email correspondence from May 23 and May 27:

We have issued a refund for item #####on order ####### in the amount of $24.46, as well as a refund of $7.80 for item ########from order ####### 

We have also issued a refund of $161.83 on order####### for the 30% discount.

These refunds will go back to the card that was used on the respective orders Please allow 3-5 business days for your card issuer to process this refund and post it to your account. 

We are truly sorry for the inconvenience that has occurred, and hope to see you at abercrombie kids again soon!

Sincerely, 

Customer Service
Abercrombie & Fitch

5/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have an order with Abercrombie & Fitch on 6/30/2013, order number #####. This order was never received and I was never given a refund. I have initially contact the company via phone on 7/24/2013 and was told I will received a refund by the so called "shipping and tracking team". Months went by and I still never received the refund nor did I get any contact from the company. Now, when trying to contact the company, they are claiming it is pass 60 days and they will not do anything about it. Obviously as you can see here that this is a scam. I hope BBB will help me resolve this issue and get my refund.

Desired Settlement: Full refund back to back to my Paypal account or back on a gift card.

Business Response: Dear *****,

We are truly sorry for any inconvenience that has occurred. 

We have reviewed your contacts with our company. We show a contact from you on June 21, 2013 regarding a different order. There are no other contacts between that date and March 2014. Further, there are no notes in the order that we had been contacted between those days.

Unfortunately, due to the age of the order, combined the fact that there is no record of any contacts between June 21, 2013 and March 2014, we are unable to assist.

Sincerely, 

Customer Service
Abercrombie & Fitch

Consumer Response:

***** ***** ***** *******************************  ***** ******** *** *** **** **** ** *** ************************************ ******** ******  ********* *** ********

I will like to have this case reopen.  I didn't get a chance to response and the business replied was unsatisfactory.  I will like to pursuit with the complaint.

Thank You.

 

5/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In recent email A&F falsely accuse me using fraudulent gift card to placed the order. The order number is ######  I have purchase many gift cards from Cardpool.com, a third party gift card marketplace. It is all legitimite and the business is BBB accredited. It is not my fault if the cards I have purchased from them are fraudulent. I have all the receipts to show I paid legitamite money for them. However, A&F without any evidence false accuse me of fraud. I have placed few more orders from A&F that were all cancelled without any notice. After many contacts, was told because of fraud gift cards were used, they will not accept future orders from me. I am very upset to find this out and being false accused. I hope BBB can help clear this out because this is bad businessi

Desired Settlement: Full apology for the false accusation, replaced the coupons that I used to placed the order, and un-block my address.

Business Response: Dear *****
Thank you for writing about your order.  Our system shows that order ######was placed by you on March 26, 2014. This order was paid for with a gift card ending in####That gift card was purchased in store ####, ******* ***** ** on March 19, 2014 (transaction number ####). On April 11, 2014 we received a chargeback on this transaction.  The chargeback reason code we received from the card issuer was fraudulent transaction. 

Per our sales terms on our website: Abercrombie & Fitch may refuse to accept any order if fraudulent activity is suspected and may refuse to process subsequent orders from customers with a previous fraudulent order history. We may also refuse any orders connected with a previous credit card dispute.

Our sales terms further state that “by placing an order for merchandise through Abercrombie.com…you accept these terms and agree to be bound by them.

Order #####, which is referenced in this complaint, was paid for using a gift card ending in ####. Our system shows that this card is a merchandise return. Per the terms on the back of the merchandise credit, and on our website “Merchandise credits are non-transferable… Use of this card constitutes acceptance of these terms”

You can view our sales terms here: http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051

As you could not verify the return info where this card was created, we cannot accept it as payment, as it has been transferred in violation of the terms of use. It appears that many other gift cards used on other orders are merchandise credits as well.

We did see that you stated you purchased these cards on cardpool.com. We are unable to verify the authenticity or legitimacy of any cards purchased from a third party. You will need to contact cardpool.com for further assistance on these issues.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I have already emailed you guys back with the receipts from cardpool.com showing that I paid legitimate money for the gift cards or merchandise cards.  The company only provide the card number via e-gift code.  It is not my fault that the cards I purchase were fraudulent as I have no idea that they are if they are.  I have already file reports on them and that I will not buy any more gift cards from them.  But you guys should not accuse me of fraud without knowing the facts behinds this.  Also, saying that you will not accept orders from me is also bad business.  I am a loyal A&F customer and I have done nothing wrong.

Regards,
**** ***






























5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On NOV,2013, I returned a jacket I bought online @ A&F web site through USPS. They received the item back. I waited several weeks later, but my $98 refund never showed up on my credit card statement. I called A&F, and they said the reason a refund was not issued is because they never charged me at all. I sent them my credit statement to show that they did charge me. After several more emails and phone calls, they promised they would send me a refund. On 1/28/14 I discovered A&F charged $98 to my credit card. I called A&F and complained. They claimed they did refund $98 back to my credit card on 1/28/14. I told them what happened, nonetheless, they still claimed from their record that was a refund. Now is 3/6/14. I still owe $98 from A&F.

Desired Settlement: I want my $98 back and would like an explaination how a simple refund turn into such nightmare. I would like to compensate (coupon or something) for all my time and energy spend on this matter.

Business Response: ****

After looking into your order, we see that you were never originally charged. We also see that you were mistakenly charged $98.00 on Jan 28th, 2014. 

Since you are disputing this charge with your credit card institution, we cannot refund you $98.00 until this dispute has been settled by your bank. Once the bank completes your settlement, the $98.00 will be refunded back to your account. 

If you do not see this money back into your account, please contact your bank for further instructions.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I have proof that A&F did charged me $98, and I contacted your company with the proof (credit card statement).After that,  I have an email from your company name Anglie,
acknowledge the charge and promised to refund the money. That was 1/9/2014.
This is exactly why I file this complain. I keep sent proof and communicated to your company, and I keep getting same response," No charge were made.", or  "We will get back to you."
For a billion dollar company, are you telling me your company cannot tell  whether or not you charged your customer before you shipped the order. That is laughable. I wondered do any of
top mangement know about this. Anyway, I am going to forward the email.

Regards,
*** ***** 

Business Response: Dear ****

We accepted the chargeback on Feb 27, 2014.  We apologize for the delay but the $98 should be credited back at this time.  Please see the attached screenshots for verification.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I see that A&F reversed the $98 that they charged me on 1/28/14;however, A&F have yet refunded the $98 from the item I returned on Nov,2013. According to last email I received from BBB, A&F promised that
"...Once the bank completes your settlement, the $98.00 will be refunded back to your account." I check my Citibank credit card; that is no refund. 
 
Once again the complain I file against A&F is for the $98 they owed me, after I returned an "A&F ALL SEASON WEATHER WARRIOR JACKET GREY S (SKU#######)" to them since last NOV, 2013.
Every time, I called or email them, the excuse I got from A&F are as followed:
                                                     a) They claimed they never charged me for the order, therefore, no refund.
                                                     b) We will investigated, and we will get back to you.
                                                     c) According to our record, we already refund the money to you on 1/28/14.
 
As of today, I still see no refund but empty promises from A&F. 

Regards,
*** ***** 

Business Response: Dear ****

Thank you for writing back.

Please view the attached screenshots which show the payments processed on this transaction. 

Page 1 shows the original authorization for this order. However, it shows the authorization expiring on Nov 09. This means that nothing was charged to your account for this order at this time. It seems that the authorization never captured due to a system error. 

If there was a capture (where money is transferred from your account to ours), there would be a line that shows "Captured" as shown on page 2 for the other charge that was charged back. 

Our system does not show a charge made for the original order, only for the $98, which has since been refunded.

We apologize for any inconvenience that has occurred. Please contact your card issuer for further information on these charges.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

To whom it  may concerns:
The infomation your company sent me is different with what I have. Enclosed is the invoice I received with the order. The order number is ######", but the amount your company charged us was "$286.98"; not "$293.98" as showed from the info your company sent me. Furthermore, my citibank 
 
statement from Nov, 2013 also showed that $286.98 was charged on 10/12/13. I also went to my A&F account and get the printout of the order # “######”, It also said "$286.98". I also enclosed with this email. 
 
I don't know how, where and why did your company get the amount "$293.98" for the order# "#####".  As a billion dollar business, I don't think your company will survived if your company keep sending order to its customer for free. All I know is, A&F charged me $286.98, and I already paid for it. (If in doubt, ask Citibank!) I returned an ALL SEASON WEATHER WARRIOR JACKET GREY S (####)  to your company since Nov, 2013,
 
and I have yet to see my $98 dollar refund. From this info your company sent me, it clearly showed me A&F did not do its homework, and blamed its failure to its loyal customer, which is me.
 
As for the refund of $98 dollar on 1/28/14, that was never a refund of $98 to my citibank account. That was a charged. I enclosed the statement that clearly show your company charged me $98. FYI, if a company charged  a customer $98, it means customer has to pay or dispute it. I naturally disputed it. FYI, since I disputed it, I don't have to pay for it until citibank finished its dispute investigation.
 
Apparently, citibank does not believe I owed the money, because  I don't have to pay a penny for that $98, A&F charged me on 1/28/14. FYI, changed and refund are two diffenet definition. 
 
Yes, A&F you still owe me $98, unless I see a  $98 credit in my next citibank card account
 
Dear BBB representive,
 
As you can see A&F, as a billion dollar business, cannot even provide proper proof to defend itself. What is my next step if they still refund my money?

Regards,
*** ***** 

Business Response: Dear ***,

Thanks for writing back. 

As the previously sent screenshots show, the only payment that shows captured in our system was the $98 from January 28th, which has been charged back. Our system shows that all the other charges were authorizations which have since expired with no capture against them.

An authorization is when our system checks your card to make sure there are valid funds to complete the transaction. No money is transferred at this time. We only make a charge (capture) when the order ships out. When your order shipped, a system error prevented any funds being captured. 

We can only refund against a capture, and since the only capture that our system shows has been charged back, there is nothing for our system to refund against. 

As the charge shows on your statement, but not in our system, we suggest that you contact the card issuer for further resolution. Please feel free to share the screenshots that we have sent with your card issuer. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

***** **** *****************************  ***** ******* *** *** **** **** ** *** ************************************* **************************** ******************** ******** *** ********* ** ******** *** ********** 
    The matter has not been resolved. I was gathering more evidence to prove my case against A&F.  These are what I got so far.

1) On 10/12/14, I received an email from A&F telling me they were going to ship an order that price at $293.98 to me. See the attach file (Abercrombie & Fitch Order ######Confirmation)

2) This is the order that A&F claimed that they never ship. See the attach file (#####)

3) On 10/16/13, 05:05am I received an email from A&F telling me they didn't an item Adin Tank (GREY DOT XS #####) Price $10 but with discount it was only seven dollars. See the attach file (Abercrombie & Fitch Backorder Date Change, and Abercrombie & Fitch Order ##### Confirmation )

4) On 10/16/13, 05:44am, I received another email comfirment that A&F would shipped the order#####minus Adin Tank. Total cost:$293.98 - $7=$286.98. See the attach file (Abercrombie & Fitch Order ##### Has Shipped)

P.S. A&F never shipped the Adin Tank to me on 10/18/13 or later, despite what they said in attach file (Abercrombie & Fitch Backorder Date Change)

5) When I received the order, the reciept said $286.98, and A&F charged my ******** $286.98 on 10/16/13. See attach file (**********)

As you can see *********, A&F indeed never shipped or charged the order $293.98 (order ########) to me, but they did shipped and charged the order $286.98 with the same order ####### to my ******** card. 

6) On Nov 8,2013 I returned an item (SKU######### A&F ALL-SEASON WEATHER WARRIOR JACKKET GREY S $98) back to A&F. It arrived on Nov 13,2013. See attach file (*******)

7) As of today 5/2/14 I still have not received the $98 refund.

A) A&F also claimed that they refunded the $98 back to my ******** account on 1/28/14. As you can see from my ******** card statement, it said the $98 was a purchased. In other words, it was a charge not refunded. To protect myself from A&F unauthorized charge, I disputed that charge with ******** See attach file. (**********)

B) ******** agreed with me that was an unauthorized charged from A&F, and ******** said I do not have to pay for it. (“The conditional credit is now permanent").  In other words, on 1/28/14 A&F made an unauthorized charge to my ******** credit card, even though A&F claimed it was a refund. Apparently, ******** did not agree. See attach file **************** *** ***********)

As you can see *********, A&F never refund the money, but instead charged me $98  on 1/28/14. ******** gave me back the credit/money on the A&F unauthorized charge from on 1/28/14; not the item I returned on Nov 13,2013. A&F still owed me $98!

*********, I believe that I present overwhelming evident that
1) A&F did shipped the order (***********) minus the item, Adin Tank, to me. (The order was $293.98 - $7 (Adin Tank) = $286.98)

2) I returned the item A&F ALL-SEASON WEATHER WARRIOR JACKKET GREY back to A&F, and they received it.

3)A&F never issued a refund on 1/28/14 but instead made an unauthorized charged against me; therefore, ******** invalid the charged.

4)A&F still owed me $98 since Nov 13,2013

********* please help me to settle this dispute between I and A&F

Thank you for your time.

Sincerely,
*** *****

Business Response: Dear ****

Thank you for writing back. Please accept our apologies for the delay in responding.

We do not dispute that we shipped this order minus the Adin tank, nor that the weather warrior jacket was returned. A system error caused a charge to be made for that item instead of a credit, and that charge has since been disputed and the chargeback was accepted by our company.

However, as our previous screenshots show, no other capture has been made on this order. An authorization was made on October 12 in the amount of $293.98 USD, and that authorization expired on November 9. 

Our merchant processor does not show a capture made against this authorization. The only capture we show was the erroneous $98 on January 28. On page 1 of the PDF that we sent, under "Payment History", there are only three events. Sent for authorization, authorized and then expired. 

On page two under "Payment History", there is a capture on January 28th. For us to be able to process a refund, there must be a capture to refund against. 

As no capture is shown on the original authorization from October 12, there is nothing that the processor can refund against. 

We definitely understand your frustration, and we are truly sorry for all the inconvenience that has occurred.

You will need to contact your card issuer for further resolution on this issue. Again, please feel free to share with them the screenshots we have sent of our merchant processing system. 

Consumer Response: Regards,

*** ***** 
Dear A&F,
 
I don't understand your response. Your company, "... do not dispute that we shipped this order minus the Adin tank....), however, your response never or avoid mention how much that order cost me, which is $286.98. I have a shipping receipt from that order that clearly showed the total cost was $286.98. (see attacment *******************). I have a statement from ******** showed that A&F charged us with the same amount, with transcation day 10/12 and post day 10/16. (see attachment bank.jpg) That $286.98 was paid. Although your system didn't show anything correspondent to that amount, that is not my fault. Once again, I have receipt and statement showed that it happened. Why your merchant processor did not show anything(... no capture is shown on the original authorization from October 12...), I don't know nor it is my responsible to know. Your company should be the one that talk to ******** if your company want to know where is the money. My responsible end when I paid the order on my ******** credit card, which I did.

As for the $98 refund I was promised would appear on Jan 28,2014, again, I don't understand your response. It was a charged, and I disputed with ********, case closed. 

I returned the item on Nov, 2013. Today is 5/15/14. This dispute is still not resolved. It has been long and frustration process, let me make a proposed solution. I am going to purchase some clothes from your company, just give me the $98 dollars credit on that order.

Look forward to your response.

sincerely,
*** *****

Business Response: Dear ****

That is fine. Please go ahead and place a new order on our website. Once you place the order, email us the order number and we will discount $98 from the cost of the order.

We have emailed you from our customer service email under incident ##########. Please reply there with your new order number.

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######## If A&F keep their promised and credit my next order with $98, then I find that this resolution is satisfactory to me.  

 
P.S. I ordered something on 5/19/14 at A&F (Order #: #######). as of today, no credit yet.

Regards,
*** ***** 

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 4, 2014 I placed two orders with Abercrombie. Both orders that came in were I'll fitting and therefore were taken to the store for a refund on my card. Both times the shipping for the jeans were not refunded. Abercrombie sold defective jeans and as a customer I should be entitled to a FULL refund that includes the shipping.

Desired Settlement: Consumer does not specify resolution, but appears to be asking for a refund.

Business Response: Dear *****,

Thank you for contacting us about your return issue. Our system shows that you called in yesterday, April 29, regarding these charges, and our customer service agent refunded the shipping charges on both of these orders to you as a courtesy. You should see these refunds posting on your account soon.

Please know that in the future, shipping charges are not included in return credits. 

Per our sales terms, we refund for merchandise that is returned. We do not state that shipping is refunded:

IMPORTANT RETURN INFORMATION
We refund any merchandise in resalable condition with a copy of your original invoice to the original payment method if mailed to the address listed above
.

The shipping charge is to cover the freight cost of shipping the item to you.

In cases where the wrong item or a damaged item is sent, these charges can be refunded.  However for other returns where the customer simply does not like the item, or they purchased the wrong size, the shipping charges will not be included in the refund as the correct item was shipped and delivered. 

We do have a sizing chart on our website so that customers can determine the proper size item they need.

We do apologize for any inconvenience that has been caused, and we hope this answers your questions about the shipping charge.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: ***** ***** ******** ********************************  ***** ********** ***** *** **** **** ** *** ************************************ ******** ********* *******

I have settled my complaint against Abercrombie.

My information

######

5/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: we placed an order on their webiste and never recieved the goods and despite calling them 2 times we have not heard anything from them, Just a promose that soem ne will get back with us, We requested to ask for a supervsior and were told that they are all in a meeting all the time. I spoke to sherise and she refued to give her last name just an Id # which is ########

Desired Settlement: I just want a refund and I would recommned not to buy anything on their website

Business Response: Dear *****,

We are very sorry to hear that you did not receive your order. 

We checked the reference number you provided (#######) and it looks like we sent an email the evening of April 19th stating that we were reshipping the items to you at no charge using expedited shipping. 

It looks like the replacement items are processing at our distribution center right now, so they should ship out very soon. Once they do, you will receive an email with a tracking number.

We are truly sorry for the inconvenience that has occurred. 


Sincerely,

Customer Service
Abercrombie & Fitch

4/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is related to an Abercrombie order I made back in 11/04/2013,, order # ########. I brought 3 jackets and end up returning them all because of bad quality. They processed full return for my order purchase. Then recently Abercrombie sent me a email telling me they are processing another refund related to that same order for $100 on 03/26/2014. Instead of a refund it end up being a $100 charges to my credit card. Abercrombie has processed an unauthorized credit card charges and I had to call them to create a ticket. They told me it will be fix with 3-5 business days but it has already been 7 business days and when i called back again (04/08/2014). The rep. told me to wait another 5 business days. Which is ridiculous to have this happen to begin with. I had wasted my time calling multi times and yet nothing has been resolve. If I haven't check my statement I wouldn't catch Abercrombie for stealing money from me by processing unauthorized charges.

Desired Settlement: They need to refund that unauthorized charges of $100 and figure out a way to pay me back for wasting my time and need to apologize for stealing my money.

Business Response: Dear *****
We are truly sorry for the inconvenience.

We have gone ahead and issued a $100 refund to your ******** card. Please allow 3-5 business days for your card issuer to process this refund and post it on your account.

Again, we are very sorry for the error and the inconvenience that has occurred. 

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: an apology is not enough. All AF did was refunded the money they stole from me by charging me unauthorized credit card charges of $100. IT took me over 5calls, 6 emails, 1 bbb complaint and hours of time wasted to get my money back. For all these trouble AF should at least give me a gift card valued at minimum of $100. I am shock big corporate can easily get away with stealing. If someone stole a person $100 they will be in jail. 

Regards,
**** ****

4/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam, 

I lived 3 years in the USA, in ******** **, and I always had the impression that I could trust people and companies when doing business. I never ever had a problem as a costumer during this 3 years. 

Unfortunately, a few weeks ago, I purchased two shirts from Abercrombie & Fitch (Abercrombie & Fitch Home Office; Address: **** ***** **** *** ******* ** ****** Phone number ###-###-####) and - although I received the ORDER CONFIRMATION (please see below) - they simply did not send me the products I purchased. 

I sent a lot of e-mails to them, but I got no positive answer.  

The last e-mail I sent (************************************** was:

Dear Sir, 

I sent you an e-mail some weeks ago, but I did not receive an answer. 

If you are not able to answer my e-mails or send me the shirts I purchased, I would kindly ask you to send me an e-mail of someone that can give me an answer. 

I always regarded A&F as a realiable company, a company that would NEVER "forget" a contract after sending an order confirmation to a costumer. 

Could you please send me an e-mail of someone at A&F from whom I could get an answer? 

Thank you very much, 
****** ********
 
Is there anything you could do to help me? 

Thanks a lot,
****** ******** 

Dear Sir/Madam, 

I lived 3 years in the USA, in Boulder, CO, and I always had the impression that I could trust people and companies when doing business. I never ever had a problem as a costumer during this 3 years. 

Unfortunately, a few weeks ago, I purchased two shirts from Abercrombie & Fitch (Abercrombie & Fitch Home Office; Address: 6301 Fitch Pth, New Albany, OH 43054, Phone number ###-###-####) and - although I received the ORDER CONFIRMATION (please see below) - they simply did not send me the products I purchased. 

I sent a lot of e-mails to them, but I got no positive answer.  

The last e-mail I sent (abercrombie_fitch@mailca.custhelp.com) was:

Desired Settlement: Could you please send me an e-mail of someone at A&F from whom I could get an answer?

Business Response: Dear *******

We apologize for any inconvenience that has been caused. It looks like this order was cancelled due to the items being backordered. We do show that an email notifying you of the backordered status of these items was sent on Feb 20. 

Additionally, our system shows that you emailed in on March 4, and we replied that same day stating that the order was cancelled due to backordered items not being restocked. 

We see that on April 7th, you emailed in and our agent extended an offer of a 20% discount as well as free shipping on a future order. These discounts were applied to the order you placed on April 10. 

We are truly sorry for the inconvenience that was caused. 

Sincerely,

Customer Service
Abercrombie & Fitch 

Consumer Response: After Abercrombie & Fitch sent the ORDER CONFIRMATION, the deal was concluded. The ORDER should NEVER be cancelled after the ORDER CONFIRMATION.

It is simply not fair that after the deal was confirmed by A&F, the deal was cancelled.

A&F should send me the shirts I purchased, or similar ones, for the same price and in the same conditions of the initial order.

Regards,
****** ********

Business Response: Dear *******

We are truly sorry for the inconvenience.

Please follow this link to view our sales terms.

http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051

These are the terms and conditions  that apply when you purchase products on our website.  These terms state that by placing an order for merchandise you accept these Sale Terms and agree to be bound by them. 

Further, these terms state:

MERCHANDISE SHIPPING DELAY OR UNAVAILABILITY If an item of merchandise is delayed out of our fulfillment center or becomes unavailable, or if there is an error on our Website relating to the order (for example, an error relating to the price or description of merchandise) Abercrombie & Fitch may cancel the order. If this occurs we will contact you so you are aware.

We have attached a screenshot of this section for your review as well.

We are truly sorry the items were backordered, and we sent an email to notify you of the delay. Another email was sent to notify you of the cancellation.

It looks like those shirts are now sold out, so we can't have you re-order them. Our agent ******** offered you a 20% discount and free shipping on your next order, which was accepted and applied to your new order ############

We have included the relevant emails pertaining to the discount in a PDF file.

Again, we apologize for the inconvenience, however from time to time items do become backordered and are unavailable for shipment. We make every attempt to get these items out, but regrettably, sometimes they are unable to ship and the order must then be cancelled.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: In my opinion, after A&F sent me an ORDER CONFIRMATION, the deal could not be undone.

If A&F does not have the products to deliver, A&F should try not sell them!

I think it would be fair to send me 2 shirts similar to those of my order, for the same price and conditions.

Regards,
****** ********






























4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 02/26/2014 I queried a refund provided by Abercrombie and Fitch as it was AUD$116 short of the value of the goods returned. A&F returned AUD$44 onto a gift card and AUD$53.99 onto my credit card. However, the total value of goods was AUD$213.99. Subsequently, I had to follow up this query on the following dates: 03/02/2014 - Emailed 03/12/2014 - Emailed 03/19/2014 - Emailed 03/22/2014 - Emailed 03/25/2014 - Called On each of these occasions I was advised that I would need to wait 24 to 72 hours for a response. As yet, I have still not received any resolution to my query. Hence, it appears that Abercrombie and Fitch intend to keep my funds which would therefore amount to international theft. The Abercrombie and Fitch Incident number is: 140226-000295 and the order numbers associated with the returned goods are: ##### and #####  Thank you for you help, ***** P.S. In the previous form, there was no option to select my correct state of address, this is QLD Australia.

Desired Settlement: I am seeking a refund of the outstanding value of AUD$116 onto my credit card from Abercrombie and Fitch.

Business Response: Dear ******
We are sorry for any inconvenience that has occurred. Please note that the currency for these orders and refunds are USD not AUD.

Order 20027122986 Was billed $203.99. $150 was paid with a gift card ending in #### and the remaining $53.99 was paid with an AmEx ending in ####. We show that two items were returned: A&F Classic Slim Straight Jeans ($78), and Hunters Pass Tee ($19.99). The total amount refunded was $97.99 (78+19.99). As $53.99 on the order was charged to your AmEx, that amount was refunded to the card. The remaining $44 was sent as electronic gift card to your email address.

Order ###### shows completely different info than the rest of your orders (name, address, email, phone, payment method). We do see in your email contacts that you did mention returning an item that you received as a gift. If this is the order that the gifted item came from, please know that we do show an item returned on this order. The refund for that item went back to the form of payment that was originally used on the order.

We hope that this clears up any discrepancies about your refunds. If you still think that you were not refunded correctly, please let us know. If you returned other items that were not reflected in the refunds, please let us know which items, and we can get the refund processed.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me. 

 
I would like to note though that the business disregarded my request to refund the second order to my own payment method (as authorised by the purchaser) while also taking an unacceptably long time to respond through their own contact methods.

Thank you for your help, it is greatly appreciated. 
***** **** 

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order a coat for $160 online. It was too small so I called the company and they told me to return it to the store and exchange it and there would be no charge. When I visited the store to return the coat it was on sale for $112. The sales person said there was no extra charges and she would credit the difference of $48 to my account. When I called to inquire about the balance of my account which was suppose to be $82 , they listed the balance as $137. I called the customer service care to let them know that the balance was incorrect that is when they informed me that a charge of $25 was applied to my account for return fee for merchandise. I have read all of their policies and they do not have a return merchandise fee.

Desired Settlement: I want my funds credited to my account

Business Response: Hi *********

We are having difficulty finding your order using the email and name listed on this complaint.  Please reply with your order number so we can assist you further.

Sincerely,
Customer Service
Abercrombie & Fitch

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: while cleaning out old bank statements I found a charge to my account on December 4, 2003, in the amount of $74.35 to Abercrombie and Fitch. I have never ordered anything from this store.

Desired Settlement: I would like the money returned to me that they charged me for something that I did not buy.

Business Response: Dear ******

Given the amount of time that has passed, we are unable to issue a credit or research this transaction.  We recommend you work with your bank to have this charge removed.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: This has not been settled. I never heard anything from them.
  ***** ********

Business Response: Dear ******

Please contact your card issuer and report the unauthorized use of your card and file a dispute against the charges in order to be reimbursed.  As mentioned in previous response, due to the length of time since this transaction, we are unable to research any details regarding this charge.

Sincerely,
Customer Service
Abercombie & Fitch

Consumer Response:

RE: Abercrombie and Fitch. I do not like their advice. I have told them before, I did not have the card anymore. My account was hacked, and I had to get a new one. This problem has not been resolved.
***** ********
































3/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent several packages (six altogether) back to Abercrombie & Fitch through the mail on January 3 2014. Abercrombie received the items on January 13th and told me by email that I would receive credits back to my credit and debit cards. I never received any of the credits back for any of the six orders. I started contacting A&F on January 22nd and have contacted them several times (probably about 15 or so) regarding my refunds. I have talked to customer service representatives, however, they state that they can't help me directly with my problem and the only thing I or they can do is send an email which goes off to someone who is supposed to be able to assist me. For several weeks I have received responses from the emails that have made no sense or my emails have not been responded to at all. A&F requested that I provide "scanned photcopies" of my perspective credit and debit card statements to prove I have not received any credits which I have done and sent to them several times now. Customer Service is also a major problem. As I'm not able to speak to someone who can assist me I'm left waiting and wondering if the email I sent will be responded to or not. The last week my responses to A&F have been unresponded to and when I called customer service yesterday to speak to a representative again I was hung up on by one of them. I've been patient with this matter and tried to give this company the benefit of the doubt, but quite frankly they have been giving me the run around for 2 months now. Isn't this theft?? All I want is the money back that I am owed. It is about $500 and I'm in need of the money.

Desired Settlement: I would appreciate a refund in the amount of $495.05 (the total of my six orders that were returned)

Business Response: ***** 
We apologize for any inconvenience we may have caused you regarding your refunds. In order to further assist you, we need some more information. Please provide all 6 order numbers you had issues returning / haven't seen the refund for (as we see multiple orders under your name). 

We look forward to your response. 

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:

A&F requested the order #'s for the six orders I was missing refunds on.  I am happy to provide those, although it seems that they should have documentation of these order numbers as I have made numerous attmepts to obtain my refunds since January (all of which have been unsucessful).

Order number: #### placed on 05/28/13

Order number: #### placed on 06/30/13

Order number: #### placed on 07/28/13

Order number: #### placed on 03/04/13

Order number: #### placed on 04/23/13

Order number: #### placed on 02/14/13

I sent these orders to A&F at the beginning of January.  I have sent scanned copies of my credit and debit card statments for times spans when these returns were supposedly credited back to me to thier complany several times.  I have also sent in scanned copies of the emails and return confimation summaries (sent to me on January 13th) indicating how much money I am supposed to get back.  I have dealt with substandard customer service from this company.  Now when I email concerning these refunds I don't even get responded to and the customer service representatives you can actually "talk" to aren't able to help as these concerns are forwarded to someone else in another department.  Please understand my frustrations in dealing with this company.  I've tried to be patient with this matter but am at a loss as to what I can do to get my money back.  I have attached the same scanned copies of credit/debit card statments that I have sent to A&F on several occasions (see scans ##########). Also attached are copies of emails I received indicating the amounts I am owed (see scans ########).  I am owed $495.05 and would very much appreciate it if this amount could be credited to me.  Thank-you!

Regards,
**** ***** 

Business Response: Dear *****

We apologize for the delay in receiving your refund.  One check was sent out the last week of February in the amount of $239.39.  If you did not receive this check, we can cancel it and issue a new one.

A second check for $255.56 will be sent shortly.  Both of these checks are being sent to ** *** **** ************ ** *****. 

We recently made a change to the way we process orders and returns.  Due to this change, we had to refund via check rather than crediting the original form of payment.

We thank you for your patience.

Sincerely,
Customer Service
Abercrombie & Fitch

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam,I bought some Abercrombie & Fitch (A & F) Tees from one of the retail stores in *** ********, whilst holidaying in the ** with my family. We were there during Christmas.The Tees were bought by my wife. Upon wearing the Tees, the colours actually stained onto my wife's undergarment and subesequently after one washing the colours of the Tees faded badly and there holes on the Tees.
I then sent an email to A & F, informing them of the quality of the Tees, but they insisted that I must produce the receipt. However, unfortunately, I could not find the receipt and they just refused to entertain my complain. I remembered we paid cash for them so we do not have credit card receipts too.I have also emailed the photos of the Tees or their consideration.I offered to send (via collect basis) the Tees back to them for evaluation purposes, but they refused and insisted on the receipts. I suggested that they look into the same manufacturing batch of Tees, as I believed the whole batch are affected too.I read with great admiration on A & F Corporate Responsibility but it very frustrating to experience such response from them.I thank you in advance for your kind assistance.

Desired Settlement: I think A & F should replace the Tees (2 pcs)and all courier charges should be paid by them.I would also suggest that they should request the Tees to be sent back to them for quality evaluation purposes. Again, they should bear the courier service charges as well.

Business Response: Dear ********

Without a proof of purchase or anyway for us to verify the transaction, the only option is to return the product to one of our stores.  Note our stores do not accept mail order returns.  Please see the quality return information on our website:

STORE PURCHASE
If you are not satisfied with the quality of your merchandise, please return it to your closest store. If you still have your receipt, we can credit you back to your original form of payment. Without a receipt, we will provide you with the last known value as a merchandise credit.

http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_RETURNSANDEXCHANGES&catalogId=10901&langId=-1&pageName=returns-exchanges&storeId=10051

Sincerely,
Abercrombie & Fitch
Customer Service

Consumer Response:

Dear Sir/Madam,

Firstly, our sincere thanks  for your kind assistance for helping  us to resolve our complaint with A & F.

I do not fully understand  A & F's  reply. I bougt the Tees (2 pcs) from a A & F retail store in San Francisco, so it is not a mail order transaction. I can return the Tees to the Store In *** ********* ****** ******, but who is paying for the shipping charges. Can we send by "freight collect" basis?

As mentioned by you, you will give us a merchandise credit (of last known value) as we do not have a receipt, but how do we utilise the credit as we live in Malaysia?

I have a suggestion to resolve this issue. I will send (if you can give me your UPS, Fedex a/c no., that will be better) the Tees back to you. Upon receipt of the Tees, do confirm that they are authentically your products and if you are satisfied that my complaints are justified (which I know you will), then arrange to send 2 pcs brand new of the same Tees to us. Of course, the frieght charges to be borne by you too. Pls ensure that the quality is diffrent from the ones I bought.

I think you should accept the responsibilty of selling inferior quality products and also to ensure that all A & F merchandise are quality products.

I await your reply and thank you.*******

Business Response:

Dear *******,

To resolve this issue please place an order on our website for two new t-shirts.  Ultimately, you will have to pay for them up front but if you reply back with your order number, we will credit the full amount for the two shirts.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:
Thanks for your prompt response.
 
I have seen A & F's reply and sorry to say I do not quite understand the contents of the email. 
 
I would really appreciate if you could ask A & F for a simpler email.
 
Thank you. 

Business Response:

Dear ********

Please go to our website and place an order for two new t-shirts.  Once you have done this, reply back with your order number and we will credit your orginal form of payment.

We would like to replace the two t-shirts.  We can do this for you if you place an order on our website and we can refund you.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:
My reply to A & F:
 
I acknowledged the relpy from A & F. According to the email, I need to have the order number before I A & F can proceed further. So do you mean to say that  I would need to pay for the Tees first in order to get the order number?  If I do not pay, the onlinestore will not generate an order number.Am I correct?
 
I am based in Malaysia so there will be shipping charges too. The total costs is US$80.00 (USD30.00 x 2 plus USD20.00 shipping).
 
So can I say that once you get my order number you will credit me back with the exact amount (in this case USD80.00) to the original form of payment?
 
Once the above is confirmed by you pls send me an email and I will do the necessary.
 
Thank you for kind cooperation.
 
Rgds, 
******* ***

Business Response: ******** 

In order to resolve your issue, we will need for you to place an order online for the two shirts and pay for the order as well as the shipping charges. Once you have paid for the order, you will receive an order number. Please email us back with the order number so that we can credit you in full for the two shirts plus the shipping.

We look forward to your response. 

Sincerely, 
Customer Service
Abercrombie & Fitch

Consumer Response: Thank you very much for all the assistance you have given me with regards to my dispute.
 
I will communicate with A & F and resolve the issue. In case, I need further assistance, I will send an email to you.
 
Thank you once again.
 

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased items online from Hollister using gift cards purchased from ***** ***** for Christmas gifts. Went to store to exchange items at the *********** **** store and was not allowed to exchange them with original proof of purchase because the cashier said there was no proof that the items were ever purchased from Hollister (even though they were delivered to me through the mail). I waited an hour with my toddler in the store to be told this.Had to purchase the new items at the store. When I got home realized a security sensor was still on one of the items. Called customer service and was advised that I should have been able to exchange the items at the store, he told me to return the items via mail and request to have the credit that would have been issued to the gift cards to be put on my credit card since I wasn't allowed to exchange them at the store. Went back to the store with my receipt to have the security sensor removed and was told by the cashier that she could not find my order in the store --- the manager had to come out to resolve everything.The items have been returned thru mail and the gift cards have been credited but now Hollister is saying that the refund can only be issued to the gift cards.

Desired Settlement: As I have requested numerous times, I would like to have the credits for the items returned below applied to my debit card. Please contact me directly for my card information.

Business Response: Dear ***********

We apologize for your experience both online and in store.
####.  This credit will post in three to five business days.

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: A total of  $72.44 is being requested. $42.44 for returned items (transaction # #####) and $30 from returned items (transaction #####).


TRANSACTION # #### CREDIT $30
Returned items:
1.  HOLLISTER CLASSIC TAPER JEANS (609516568), SIZE: 33 X 32, COLOR: MEDIUM WASH,
 
PRICE: $30.00, STORE ITEM: #####

Business Response: ***********

We've looked into your refund and see that your refund is delayed due to a authorization decline on your card. We are currently processing your refund and settling the decline manually so that the refund can go back to your form of payment. The other option you have is to accept your refund in the form of an electronic gift card for the value of your return ($30). 

Please let us know how you would like to proceed.

We appreciate you bringing this to our attention.

Sincerely,
Customer Service 
HollisterCo.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an online order at Hollister on Oct 9th'13. As in the past, I was expecting to be shopping on the Canadian Hollister website and the prices listed were in CAD. I was expecting that because thats how it was before. Furthermore, the Hollister website doesnt have the option of choosing the country and nor does it say anywhere at checkout the currency that was being charged. To my surprise, I discovered that I was being charged in USD when I received my shipping confirmation. So I e-mailed them to ask for an explanation. Their explanation was that there was a problem with their system and that I didnt get re-directed to the Canadian website like it should have automatically. Technically, when I checked out, Ive only agreed to pay for the items in CAD because thats what I thought I was paying, just like my previous purchases.

After much frustration and e-mailing, it was finally agreed that I can ship my items back for a refund and that I would get a reimbursement for the return shipping cost. After nearly a month, I finally received a refund for the items but didnt get a reimbursement for the shipping. When I e-mailed them, I was given generic answers that didn't pertain to my case. First, they tell me that my items weren't received yet when clearly it must've been received if I got a refund. Then, they tell me the status has not been updated yet. Or, they tell me it's my responsibility to pay for the return shipping when in my case, I have written proof that says I would get a reimbursement. The most recent response I got was that my information has been forwarded to the Returns Credit Department for "review".

It just seems like they were hoping that I would eventually give up or forget about the reimbursement for the shipping fee that I was promised by not giving me real, direct answers and taking an excessive amount of time to reimburse me. It's been more than a month since my 1st submission of the shipping cost receipt and I'm frustrated that I still haven't received a reimbursement

Desired Settlement: Never mind the money I lost due to the currency exchange that occurred as a result of purchasing and receiving a refund. I just simply want a reimbursement for the return shipping that I was promised in a reasonable time.

Business Response: Dear ****

We aologize for your online experience.

The website you access is based on your current location and will automtically direct you to the Canadian site if you are accessing the website from Canada.

You have been refunded in full for order: ########

We hope to see you shopping with us again soon.

Sincerely,

Abercombie & Fitch
Customer Service

Consumer Response: Firstly, I was accessing the website in Canada. I don't know why it brought me to the US website. Obviously I was not aware that it brought me to the US website, otherwise I wouldn't have placed the order and go through all this trouble and frustration. Secondly, I was told that I would get a reimbursement for the return shipping, but I didn't receive it. I feel like the company is not being honest at all. They tell me one thing, then another which is quite suspecting as to whether they are planning to reimburse me or not. It just seems like now that they have received their items, they are just pretending that they didn't mention anything about reimbursing me for the return shipping. I'm very frustrated and disappointed in their business practices. Please help me get my money back. Thanks!

I have attached:
1) The part of the e-mail that says Hollister will reimburse me for the return shipping fee
2) The refund amount that I got
3) The receipt for the return shipping I had to first pay for
4) Snipped portions (due to security reasons) of the bank transactions. It shows the total amount of refund I received and the amount I paid for the purchase. Technically, I lost $4.14 CAD ($111.29 CAD in purchase - $13.93 CAD - $3.18 CAD - $90.04 CAD in refund = $4.14 CAD) due to the currency exchange that occurred in all of this and I didn't even ask them for it. I just want a reimbursement for the return shipping because that was what I was promised and it's not a small amount of money.

If more information is required, please feel free to e-mail me. Once again, thanks for helping me!

Business Response: Dear ****
We apologize for the delay in receiveing your return shipping refund.

We have issued you a credit of $47.55.  This refund reflects both your return shipping and the $4.14 difference you experienced due to the currency exchange.

This refund should post in 3-5 business days.

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me.

They say that it'll take 3-5 business days for the amount to be posted, but it's already been 5 business days and I don't see the refund on my visa account.

Consumer Response:

Hi **********

It's already mid-January but I still haven't received a refund from Hollister yet (Complaint ID # #####).  I'm a bit frustrated that it seems like they aren't being sincere about giving me my money back. Would you be able to kindly follow up with them?

Thanks,

*** ** *****

Business Response: Dear ****

Please see the attached screenshot.

You have been refunded for more than the amount of the original order, a total of $152.23.  These refunds have been issued on the following dates:

10/14/13 - $13.72
10/15/13 - $3.14
11/12/13 - $87.82
12/13/13 - $47.55

All of these refunds have been issued to your Visa credit card ending in ####.

If you have not received these refunds, you must consult with your bank.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I called my bank and spoke to them today regarding about a visa credit for $47.55 but they couldn't find the credit on my account. They told me that perhaps the business may not have completely processed the refund and therefore it can't be seen in the bank's system. Also, I never had trouble with receiving the refunds for my items from Hollister previously, so I don't understand why it's a problem now. I don't understand why it's taking so long for a credit of $47.55 to appear on my visa account that Hollister have claimed to already have refunded?

If needed, I can provide a screen-shot of my visa account activities of the past couple of months to prove that I didn't receive a credit of $47.55 from Hollister.

Regards,
*** ** *****

Business Response: Dear ****

Please see the attached screen shot.  This is from our payment processor showing a full refund for your order.  The credit card that was used to place order 20014173448 was a Visa ending in 2146.

Is the statement you provided to us, the statement for the Visa ending in ####?  We were unable to verify the last four digits of the card that corresponded with the statement you provided.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: From the screen-shot you've provided, I do not see a refund of $47.55 for the return shipping as promised. The refunds that were listed were for the total amount I paid for the items. Where is my refund for the shipping?

As for the online statements I provided, I had to leave out the part with my personal information. But, I have scanned my paper statements (blocking out my visa #, except the last 4 digit) for December and January so you may confirm that I, in fact, did not receive a refund for the return shipping ($47.55).

Business Response: Dear ****

Since we credited your entire order, we cannot refund you additionally onto your credit card.  We can either send you a $75 gift card for the return shipping, or a check for $43.41 sent to your address.  The check will take approx 3 weeks to arrive.

Please let us know which option you prefer and we will send it out.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:

It’s funny how the story keeps changing and makes me wonder about your company’s credibility. First, I was told that I was already issued a credit of $47.55 and now, I’m told otherwise? Furthermore, I was told that I would be receiving $47.55 which includes $4.14 for the difference in currency exchange as a result of the initial problem (please see previous messages). After what I experienced with your company, I’m extremely disappointed and question the company’s credibility. And, even though I like the styles at Hollister, I don’t think I want to make any more purchases from Hollister. So, please send me a cheque of $47.55 CAD to my address. I hope this time you will keep your words.

Also, I think I would like to keep the case open until I receive my cheque and confirm that it can be cashed.

Business Response: Dear ****

We have submitted the check request to our internal department.  Once the check is ready we will send it via Fed Ex and provide you with a tracking number.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: May I ask how long it will take approximately for the cheque to be mailed out? Thanks

Business Response: *** ***
The check for your refund has been issued and you should see your refund in 3-4 weeks.

Let us know if you have any other concerns.

Sincerely, 
Customer Service
Abercrombie & Fitch

3/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was at the mall today shopping for my friends and my birthday. We were intrigued by the great discount you had advertised at the front of your store. It was "Take an additional 60% off clearance". We were stoked. We went in the store and saw the signs that said 40% off. I mentioned to the manager that I thought that sign was different she said no everything is 40% off. I checked again, and again the sign stated 60% off.I thought she may have thought wrong so we selected many items and went to checkout. The items were ringing at 40% off. I again mentioned that the sign out front said 60% off. They entire staff said they knew and had complaints earlier but what were they to do, they aren't corporate, they made the mistake. I in return asked for the manager and informed her that what they were doing was false advertising. She said oh well.I also mentioned that I have been in retail management my entire life, the cashier said "And?"I then asked for the store managers name and the phone number to the store which they completely refused to give saying they couldn't give that out.I asked for the cashiers name he said I'm not telling you. The service was horrible.I also explained that I wasn't trying to be rude but if they have had all of these complaints they should have contacted corporate to inform them. How should we proceed with this issue? I purchased 4 items on register 005, my transaction # was #### on 2/19/2014 cashier was ####My friend purchased 3 items and his receipt was on reg #### also and transaction ##### and cashier ####When we walked out the manager, she said her name was *********, started laughing. That is now way to treat customers.

Desired Settlement: I would like a refund.

Business Response: Dear ******

We apologize for your recent store experience.

We need a little bit more information in order to assist you.  Please reply back with a scanned copy of your receipt so we can assist you further.

Sincerely,

Customer Service
Abercrombie & Fitch

3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hollister Articles were returned for refund within the allowed return timeframe to Hollister. Order #### Date of order 6 Aug 2013. Case ref #####. Refund amount: $149 and $20 (rounded). Returned articles received by Hollister 2 Oct 2013. According to Hollister refund took place 14 Oct 2013 and 20 Oct 2013. However, refund was not received. After checking with Hollister service, Hollister claimed that refund took place and asked for bank statement to proof that refund did not take place. Bank statement was submitted to Hollister 2 times, still no refund. After checking again there was always the answer that somebody will contact us within 24h - which never happened. Called Hollister at least 10 times meanwhile, always same answer.

Desired Settlement: Hollister refunding me for returned articles through refund on bank account.

Business Response: ********

The reason for delay in your refund was due to a system change on our end. We realize that you should have received your refund and we have requested for a check to be issued to you in the amount of $169.94. You should see this refund within three to four weeks.

We apologize for the delay.

Sincerely,

Customer Service  
HollisterCo. 

Consumer Response:

This is what Hollister kept telling us for the last 2 months. How can we be sure that this time they are really sending a check?

Can the case be kept open until we actully received the check? Also, it needs to be sent to a different address, as we will move this week:

**** ******** ** **** *** ***** ****** ** *****

Regards,
******* ******






























3/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Me and my wife bought a set of 24 shirts from Hollister Co. through their website, we carefully selected the models, styles and colors that we liked, paid for the items, received an e-mail confirming the purchase.We waited 9 days for the shipping note or delivery confirmation, but we got nothing!We then thought of the idea of talking to someone from the company in a live chat in their website and the representative's name was ****, whom was very unprofessional, very carelessness, didn't seem to be willing to help, couldn't provide me with a phone number or e-mail that I could contact them to try and find out what happened, I then found out that my order was completed cancelled without any notes, e-mails, phone call or any concern or respect to their costumers whatsoever!I carefully ordered, paid for all charges and waited for nothing, this was very frustrating!This was in fact the first time I was going to buy their clothes but I'm sure it was the last!The company not only cancelled my order without any explanation but never bothered to write or call to warn me.

Desired Settlement: Refund my money or credit to my credit card if the charge went through, or find my order and ship it ASAP because I'll be out of town next week and will be 10 days away and there'll be no one home to receive the shipment.I also would like to tell them to train their costumer support/representative to better assist with their needs, to be more willing to help and therefore fit with the high costumer satisfaction standard that America is well known for.

Business Response: Dear **********, You order was cancelled due item duplicates and size runs and we will not accept future orders from you.  Please see the sales terms on our website which can be viewed here:  http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051 Sincerely, Customer Service Abercrombie & Fitch

3/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I found they have big sale online, so i ordered a lot online. After that, my order just disappeared and I couldn't able to find anything in my account, so I called and emailed them. They told me they suspected I am a reseller so they cancelled my order. First of all, it was a discrimination to cliam me a reseller while they do not have any evidence, that was my first order ever placed with them online, and they dont explain me why I am a reseller but my colleague was not.

Well, they have the right not to sell me...but if they cancelled my order, they should have inform me instead of letting me keep calling and tracking my unexisting order and wasting all my time. And, after they did all these to me, I found they charged me from my credit card!!!

I wrote to their customer services and requested for investigation, they replied me "We do not charge for an order until it is shipped out, so you were not charged if the order was cancelled...You had an order on February 4, 2014 that was cancelled so there would be a authorization hold on your account for that order." I can tell the different between "authorization hold" and "bill", I was charged and now my bank requested me to pay.

Desired Settlement: My request is simple, I request Abercrombie to do investigation at their side, if they did ship me something, give me tracking number to prove it, give me order number and invoice, if I do receive the shipment, i will pay for it.If they did not ship me anything, they cant provide any tracking information, order invoice etc, that means they charged me wrongly. I need full refund ASAP.

Business Response: Dear *******

The cancelled order was #####. You were not charged for this order since we do not charge until the order is shipped. 

The charge of 162.65 is from order ##### which shipped partially on Feb 05 and shows delivered with tracking number ######.

We have resent your order email for order #####.  Due to your order history, we will no longer accept future orders from you.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I still have not get the resent order confirmation by email to: ************************
 
Since you already accepted my first order and shipped me some products, it means I passed your brand protection scan, you have no right to reject my future orders, this is discrimination, and I do not accept that.

Regards,
****** **






























Business Response: Dear *******

Upon review of your order history, we will no longer accept future orders from you.  We will not accept any order found to have characteristics of reselling.  We reserve the right to cancel all subsequent orders from such customers.  Your order history includes multiples of the same style, color, and size.

You can review the terms which you agree to upon placing an order here:

http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051

Sincerely,

Customer Service
Abercrombie & Fitch

Business Response: Dear *******

Orders can be cancelled and ordering privilages can be stopped at anytime.  Please see our sales terms on our website:

http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

Seller cannot provide a solid reason of why they are going to reject my future order, the respond from them is just the text book answer, it means nothing at all.  

This is a discrimination issue, the price in **** is much more expansive than in US, now i even cannot order online because of unknown reason and i feel like this is against ***** and i do accept that. 

Regards,
****** **






























3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 12-16-13, I ordered 5 items using several gift cards. They did not apply the $25.00 gift card, but when I call for a balance inquiry there is a zero balance. I have called several times with no problem solved. The gift card account number is ##### and the pin is #### The representative was unable to tell me when it was used. Nothing shows up in their system. Plus, I have not received any feedback through email regarding this situation. No one has bothered to call either. I am owed $25.00. This customer service has not been optimal. I would to know when this was used according to their system.

Desired Settlement: Refund check of $25.00

Business Response: Dear ********, We apologize for the difficulty with your online order. We have issued you a credit of $25 to your Mastercard ending in ####. We hope to see you shopping with us again soon. Sincerely, Customer Service Abercrombie & Fitch

Consumer Response: I accept the business's response to resolve this complaint. The only problem is that credit card that they want to credit was subjected to the recent *****t fraud and has been closed. I do not want a store credit either. If this is a problem, please let me know. Thank you.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purschased a coatfrom hollister in december for my daughter.she loves hollister by the way.h she only wore the coat a few times and the seam started to come apart at a weird place in the front where the feathers started to come out. so i immediately emailed the company and got a respone telling me i could either return the jacket or have it repaired and they would give me a new jacket or reimburse the coat of the repair.

so i emailed the person back and let them know i will be sending the coat back.i waited for them to send me a prepaid envelope never recived the evelope so on feb 14th i mailed the jacket to the company. i emailed the person back and told them what i did and they now sent me a letter saying to read there reurn policy that they do not accept store bought products back.

first of all every email was from a different person never the same person. and now my coat has been shipped to ther company when i called them today feb 19th there saying there is nothing they can do. now im out of a coat and no sight of a resolution hen thats all i wanted was the same coat back that was not defective. the email from them was coded defective coat incident ####### i still have all the emails they sent me

Desired Settlement: i would really like the coat replaced not really a refund but if that is all they can do then a refund is fine

Business Response: Dear *****,

We apologize for the delay in receiving your refund.  It appears that since the date of this complaint (2.19.14) a refund has been issued to your Visa ending ##### for the amount $84.48.

We care deeply about the quality of our products and we regret the delay in your refund.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Hollister

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ###### and find that this resolution is satisfactory to me.

Regards,
***** *****

This is fine although I just wanted a new coat but whatever now when I look online there's none available in her size. I'm really disappointed in how this was handle thank you













2/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This was in the kids store.There was a dress on 3 mannequins (my daughter said it was actually on 5 but I saw it on 3 for sure), and the dress was not for sale anywhere in the store. The three store clerks said that it was not for sale so I do not understand why they had it on the mannequins. When we went to a the ******** ***. store later that week we were able to buy it. This seems like false advertising.

Desired Settlement: I do not think this practice should be allowed. If they do not have any left for someone to buy, they should remove it from the mannequin or have a sign 'for display only'. To have the dress on 3 - 5 mannequins in such a small store and then not be able to buy it is questionable.

Business Response: Dear ******,

Clothing put on our forms do not meet our standards for sellable product.  Often clothing is pinned and damaged to fit the clothing to the form.  We care deeply about the quality of our products and we do not typically sell the merchandise that appears on our forms. 

We do not advertise that this specific clothing is for sale and all clothing on the forms have tags that state the merchandise is not for sale.

Remember, if you don't see a certain size or style in the store, you can always try online at abercrombiekids.com.

Sincerely,

Customer Service
abercrombie

2/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We often order online from Abercrombie & Fitch website, so far, at least 3 orders were short shipped to us. On our last order we contacted Abercrombie about an item that was ordered but not shipped and we were told that the item could not be fit in the box so we should expect another package in a couple of days, nothing arrived so we contacted Abercrombie one more time and we were told that whoever talked to us before did not give us the right information so they apologize and said they would ship the missing item using next day service, it's was a week ago.

So today we contacted Abercrombie and we were told that due to previous issues with missing items on our orders their research department declined to issue another ticket so they could ship what was missing from our order. So in another words, they pretty much told me that they had the idea that we were placing our orders and even though we've "got" all the items on our order we were calling them to "try" to get something else from them for "free", it was to us a huge insult, I work really hard to have what we do and we don't need nothing from nobody and much less a $42.00 jacket. I was not able to talk to a supervisor or manager because apparently they are not allowed to answer their customer on the phone. Abercrombie never even contacted us to let us know about their decision, if I had not called back, I would pay for something that we never got and by the way, no credit was issued either and it won't be until their research department approves because on the words of their customer service representative words, we are trying to get something from them for FREE. It's really unfortunate that somebody has to hear this from such corporation.I Hope that Abercrombie train their costumer service better, because my business they already lost!

Desired Settlement: I think that the least the Abercrombie & Fitch could do for us is to simply send us the item that was missing, like I said to them, if I wanted a refund, I wouldn't buy it on the first place.

Business Response: Dear ***

We apologize an item was left out of your order.

We have refunded you $44.52 for the item not received and sent you a $20 off coupon that you can use to reorder the item you wanted.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 17 year old son works for Hollister here in Clearwater Florida since November and never received his first 2 paychecks in the periods of 12/01 thru 12/14 and 12/15 thru 12/28/13. I have called the Corporate payroll office 6 times and haven't received 1 return phone call. I have also tried to speak to the store manager and she just guides us to the Corporate number which goes right into voicemail. I also filed a complaint with the Labor board here in Pinellas County over a week ago and actually spoke to an agent. She was considerate at first and very eager to help. The next time spoke with her she let me know that she had no success either in making contact with the Corporate office. I have tried contacting her all this week and she hasn't returned any of my calls. I called 8 on your side news station and they suggested to file a complaint with you. I also was on A&F Corporate website and they have myriad complaints from other employees throughout the States experiencing the same issue.

Desired Settlement: I want them to research if his paychecks were intercepted and cashed. Hollister needs to give him replacement checks for the 2 missing checks he never received.

Business Response: Dear *******,We have sent your complaint to our payroll department who will be in touch with you shortly.Sincerely,Customer ServiceAbercrombie & Fitch

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially made an order to Hollister back on 9/3/13. When I received the order for my son, the size for the clothing were not true to size and of course were too small. I immediately returned the items for a "complete refund" to my debit card. I gave the company a call just to check on the status of my delivery and was told I would receive an email detailing the receipt of the items. I received the email, however, there was not a credit to my debit card. I then decided to check my account on Hollister's website and to my surprise my account on the website was indicating I received a credit of 30 something dollars when my credit should have been 110.31 minus the $7 return postage fee. I called cx service and told them not only had I not received the credit, the credit amount that was supposedly placed back onto my debit card was not the amount of the credit owed to me. The credit amount owed to me is $110.31 (yes the full amount due to the unnecessary inconvenience of having to beg for my own money). It is now a new year and I still have not received my credit since 10/8/13. When I made the amount was given without any delays or hassles. The same respect should be given especially for items that were returned and were useless.... And for the cx reps in cx service who boldly state they trained on a supervisory should retrained and fired for lying giving the lousiest cx service ever. The names of the cx reps are *****, *******, and ***.

Desired Settlement: Return money in the amount of 110.31 for items that were returned more than 3 months ago

Business Response: We apologize for the delay in receiving your refund. We will be sending you a check for $110.31 to the address listed on this complaint.  It will take about two weeks for the check to arrive. Again our apologies for the delay and we hope to see you shopping with us again soon. Sincerely, Customer Service

Consumer Response: Consumer faxed copy of statement from her bank regarding her account.

Business Response: We apologize for the delay in receiving your check.  Sending checks involves multiple departments within our company and sometimes it takes more than two weeks to arrive. Attached you can see the other end of the check which was put in the mail on 2/3/14 and sent to the address listed on this complaint. Sincerely, Customer Service Abercrombie & Fitch

2/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order online (order ######), but when the package arrived, the seal tape is broken, and one item is missing. I reported to the company's customer service, and they initiated a replacement for the missing item. However, two days later, they cancelled the replacement item and refused to take further actions, and simply emailed me that "because you have had a previous shipping issue there is nothing we can do to assist you with this order". The previous shipping issue that they mentioned is similar: broken seal tape and one item missing (order ######). These are all caused by their improper packaging. I don't think customers should take the responsibility for the broken seal and missing items. Even worse, as a customer, I feel assaulted as they seemed to blame me for deliberately reporting missing items. When one order is shipped, the seller should be responsible for safe and reliable shipping and arrival of the packages, and if issues happened, the seller should take the responsibility in finding the missing items. But, what AF did is simply telling me to "Feel free to contact the shipping carrier to get a better idea of where and when this package was delivered, but there is nothing further our company can do for you."

Desired Settlement: I require a refund for the missing item and an apology from Abercrombie & Fitch.

Business Response: Dear *********

We apologize for your online experience and for the incorrect correspondence.

We have gone ahead and credited you $36 to your Visa card ending in ##### for the item that was missing from your package.

Additionally, we sent a $30 off your next purchase to your email ---------

Sincerely,

Customer Service
Abercrombie & Fitch

2/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I MADE AN ONLINE PURCHASE THROUGH HOLLISTER'S WEBSITE IN NOVEMBER 2013. THE BULK OF THE ORDER WAS DELIVERED AND PAID FOR WITH NO PROBLEM.THERE WERE 2 BACK ORDERED ITEMS THAT WERE NOT SHIPPED WHICH I CALLED TO CANCEL IN LATE DECEMBER 2013.SINCE THEN I'VE MADE SEVERAL ATTEMPTS VIA PHONE CALLS WITH CUSTOMER SERVICE AND EMAILS WITH NO SUCCESS. CUSTOMER SERVICE REPS SAID THE ORDER COULDN'T BE CANCELLED DUE TO IT BEING PROCESSED FOR RELEASE,I'VE BEEN TOLD THIS FOR WEEKS NOW. THEN I WAS TOLD THERE WAS AN ERROR WITHIN THEIR WAREHOUSE. I'VE TOLD THEM SEVERAL TIMES THAT I DO NOT WANT THE ITEMS THIS IS BEYOND RIDICULOUS NOW. HOLLISTER IS CONSTANTLY PUTTING AUTHORIZATION HOLDS ON MY BANK ACCOUNT FOR THE BACK ORDERED ITEMS THAT ARE NOT BEING SHIPPED.NOW MY ACCOUNT HAS BEEN CHARGED AN OVERDRAFT FEE.

Desired Settlement: A RESOLUTION WOULD BE FOR HOLLISTER TO CANCEL OUT THIS ORDER AND STOP AUTHORIZING MY ACCOUNT. MY TRANSACTION WITH THEM IS COMPLETE. I OWE THEM NO FUNDS AND I WANT THEM TO STOP AUTHORIZING MY ACCOUNT. AS A CUSTOMER I FEEL MY RIGHTS HAVE BEEN STOLEN AND MY BANK ACCOUNT HELD HOSTAGE. I WANT HOLLISTER TO PAY MY OVERDRAFT FEE DUE TO THE AUTHORIZATION HOLDS THEY CONSTANTLY KEEP ON PLACING. THEY ARE ACCESSING MY ACCOUNT FOR ITEMS THAT WILL NOT SHIP.

Business Response: Dear *******

We have cancelled your backorder.  You will no longer receive any authorization holds.

These authorization holds were not charges as we do not charge until an item ships.  If you can provide documentation showing the authorization hold from our company overdrew your account, we can assist in reimbursing you for these charges.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:
I am rejecting this response because: I will attach a photo of my bank statement from Td showing 2 overdraft fees. I had to go into the bank to get a new card so that the funds would no longer be pending/authorized as a charge. I am only requesting that (1) overdraft fee be paid in the amount of $35.00. The bank issued my account a courtesy reversal of one charge because they did see there was a problem but they needed written authorization from Hollister to release hold. As of today's 1/22/14 I've received 2 emails with estimated ship dates of 1/25/14. Thank you so much for assistance!!!

Regards,
****** *************






























Business Response: Dear *******

We apologize for the inconvenience.

We will be sending you a check for $70 to the address listed on this complaint.  The check will take a few weeks to arrive.

There is still a chance that the product will ship; however, we have ensured that you will not be authorized or charged for this shipment. 

Sincerely,

Customer Service
Abercrombie & Fitch

2/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ve placed 4 orders with Abercrombie, I only received one (with missing items), the other 3 orders I did not receive it, but I paid for them. They say they cant make me a refund, they need 21 days to do that, meanwhile I do not have my clothes neither my money. In addition they "kill" me financially. Im here in the United States for vacations, and Im leaving in 7 days. I just wanted to buy some presents to my family. I think that is not fare.

Desired Settlement: Quicky refund of my money

Business Response: We apologize you only received one of your orders.The other orders are being returned as "undeliverable" by Smart Post.  We have gone ahead and issued a refund for the following orders not received:*********** refunded $75.41 *********** refunded $166.97 *********** was already refunded on 1/15 for $249.98 Sincerely,Customer ServiceAbercrombie & Fitch

2/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On December 11th I ordered a product as a Christmas gift that should have been delivered prior to the holidays. I paid extra to ensure the product was delivered. I realized the product was never mail, so when I called in they stated that the product had gone to the wrong address and was shipped back to the wharehoue. I was ensure the product would be sent out to the correct address AND I would recieve a $50 coupon for this issue. It is now January 13th and no coupon has been send out and and by calling into company discovered that my order had been canceled and the product is no longer available. When calling into the company I asked to speak to a supervisor and was told supervisors dont come to the phone and was hung up on byt ***** no last name was given. I called back in to speak to ***** and she would not give me a manager name either and was very rude told me that it was my problem not hers. There apparaently is no way to speak to someone other that someone at the call center.

Desired Settlement: This has taken way too much time out of my day to try to order a product on line through a company that is saying they ensure a good customer experience, to a company that will not allow me a name or number of a supervisor at the company. I was told by ******** there were alot of customers that did not recieve their product on time and they were being compensated. Now when I call back in I was told that it was my idea. Very unprofressional service and company. I will NEVER STEP FOOT IN ANOTHER ONE OF THESE STORES AGAIN!!!!!

Business Response: We apologize for your online experience. We have sent you a $40 off coupon in addition to the $30 off coupon sent on 1/13/14, to your email address ******@pacbell.net. We do not have $50 off coupons which is why our reps might have been confused. We hope to see you shopping with us again soon. Sincerely, Customer Service Abercrombie & Fitch

2/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: These issues are all about the abercrombie location at the Westfield Topanga Mall since that is the main store I shop from. My issue is regarding 2 things. First of all back in 2011 I had purchased some items as gifts and purchased these items with a credit card. At the time of purchase I had asked for a gift receipt as well as a regular receipt in case I had to exchange or return the gifts, but did not receive anything. When I called the store that same day, they told me that it was impossible for me not to have received the receipt (this was after taking to managers and associates). When I gave the gifts, the receipentsdid not fit into the gifts, so I had to repurchase smaller or larger sizes from the same store. When I went to return the original items, they told me that I was not able because I did not have the receipt which I never received. These items were purchased original price. Anyways, I agreed to getting the current price which was not that much lower than the original price as store credit (much to my dismay). Since then, I attempted to use the credit that was given but it never worked, showing a 0 balance. I was supposed to receive over $220 on the gift card/store credit but it was showing a 0 balance. I went to several other stores to use it, but all the Abercrombie locations told me it had a zero balance. I've tried contacting corporate several times and not much has been done and have mentioned this to the local stores and they have all referred me to corporate. In addition, back in 2012, I made several purchases (with a credit card and a debit card). Some of these items had to be returned for various reasons, but I was not able to even though the clothes had never been worn, had all tags attached, and I had the receipt. The store told me that I was not able to return it because I did not have the actual credit card and or debit card it was purchased with, and had to get store credit which I did not agree to. About a few weeks ago, my credit card and wallet were found

Desired Settlement: I want to get my money back on the gift card/store credit and be able to return the other items for a full refund back on my credit card.

Business Response: Our customers are presented with their receipt immediatley after the purchase, so we are disappointed to hear you did not receive a receipt.  If you can send a bank statement showing the charge from our store, we may be able to assist in finding your transaction.The reason your returns were denied is because we do not store your credit card number in our systems therefore the card must be present at the time of the return.  Your options were to return with the original form of payment or receive merchandise credit.We apologize you were disappointed with your experience. Sincerely, Customer ServiceAbercrombie & Fitch

Consumer Response: Not all my issues were answered/resolved. If someone can give me a call from the corporation to help resolve my issue, I will appreciate it. I presented 3 issues in this and got a very vague response. I can be reached at ###-###-#### or at ###-###-####.

































Business Response: Since these issues have been reported on the BBB site, we prefer to keep our correspondence within this complaint.Did you receive a receipt when received the merchandise credit upon the return?  If you have the receipt from when you returned the items, we may be able to determine why the merchandise credit had a balance of $0.  Also if you have the merchandise credit number which is on the back of the card, that will help us research why the balance shows $0.  If we find the funds were incorrectly debited, we will replace the funds.For the purchases made in 2012, if you have receipts for the purchases and the returns, we would be happy to transfer the balance of the merchandise credit back to your original form of payment.We are eager to help you but need the above information to do so. Sincerely, Customer Service Abercrombie & Fitch 

1/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Abercrombie canceled my order# ########1/9/2013 due to I had a dispute in the history. The reason I dispute order####### is because I never rec'd the item the mail. I spent lots of my time calling local USPS. They cannot locate this item as well. During Christmas time, package got lost is very normal. I don't think is right to prevent future order due to I had a dispute in the past.********,This order was canceled and we are unable to accept future orders from you. Our records indicate that you have disputed a charge with us in the past. Abercrombie & FitchResearch and Resolution

Desired Settlement: I don't think is right to prevent future order due to I had a dispute in the past.

Business Response: Dear ********,

We apologize your order was cancelled.  It was cancelled due to a previous charge back.

We have reinstated your ability to place orders and sent you a 30% off promo which you can use on your next order.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a jacket recently and paid an extra $20 for next day delivery, opting out of three day delivery or standard. According to FedEx they received the package the same day but it didn't arrive for an additional three days. When I asked FedEx what the hold up was they said it was marked for standard delivery. I contacted Abercrombie and Fitch and they said that since I ordered the jacket after 12 pm I didn't qualify for next day delivery which is fine but I still paid for it. Since it was just shipped standard delivery after I didn't make the deadline I asked to be refunded shipping since standard delivery was free and they refused. So I paid for expedited delivery that I did not receive.

Desired Settlement: I don't want to pay for expedited shipping that I didn't receive. My package didn't arrive next day it arrived standard.

Business Response: Dear ********

We apologize your order did not arrive within the time expected.

We have issued you a $20 credit for the shipping on your order.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It has been a pleasure to shop for my family on the online store occasionally until this Black Friday.I heard there was a sale but I was on vacation with family in Mexico. I tried to place the order there but the prices were different. So I called a friend back in US to log in to my account and placed the order for me. After that, I did receive a confirmation email. I never received the package so I logged in and saw the order got cancelled. I called the customer service and a representative told me it was some system problem. She asked me to reorder and sent me a 40% off coupon. I did so but after several days, I found my order got cancelled again. So I called the CS again. This time another agent spent an hour to place the order on the phone. As I suspected, the order got cancelled for the third time. I would like to emphasize that I never received any email about the cancellation for all the three orders, which I feel very disrespectful. Every time I called, I demanded an answer why the order got cancelled. Both the agents told me there was no problem with my account and they had no idea of the reason. For the last time I called, a representative told me she will refer my case to some other department. Then here is this brief email I got.This order was canceled and we are unable to accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website.Then I realized my account got banned for this ungrounded accuse. And banning some ones account without notifying is also very rude. I spent hours online to search for the items and more hours on the phone to place order as well as ask for an answer. What I got is this email. I tried to request to talk to this powerful department and I was shut off because they do not answer phone calls. How ironic!

Desired Settlement: I urge the banning of my account to be lifted immediately and some compensation to all the trouble it has caused as well as my time loss.

Business Response: Dear ******, Please review our sales terms here to see why your orders were canceled.  http://bit.ly/1alxkUO Thanks, Customer Service Abercrombie & Fitch

Consumer Response:

Abercrombie &Fitch wrongly accused me of reselling their products without any proof at all. I only bought those clothing for my family, all the orders were delivered to my home address, so I won't accept this accusation. If Abercrombie & Fitch insists, at least they must provide an evidence. 































Business Response: Dear ******, Upon placing your order, you agree to our sales terms.  In our sales terms it states, "Although it is rare that Abercrombie & Fitch would refuse to accept an order, we reserve the right to deny any order for any reason." Sincerely, Customer Service Abercrombie & Fitch  

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with company on 12/3 . Order #Order #: ##### All numbers were in stock. I followedup with company after I receive part of my order and not one item. I was told the item was back ordered and would ship on 12/15. I said it wasn't back ordered at time of purchase. Any how, I never received order so I followed up again. next time I was told order was on back order and it will ship when become available when I had just been told a couple days prior it had shipped. Product_Or_Service: shirt Order_Number: #####

Desired Settlement: Refund The item I purchased was a Christmas present. I was lied to several times, etc. In the end, I have not received the item and I want my money back. I will not do business with Hollister again.

Business Response: Dear ******

We apologize for your online experience with the backordered item.

We have issued you a credit of $26.48 to your original form of payment.

We hope to see you shopping with us again soon,

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ####, and find that this resolution is satisfactory to me.

Regards,
***** ******




















1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cashier and customer service was rude and showed beyond any disrespect I have ever been shown in retail. Cashier did not call for management, yet threatened to call mall security for a returns issue. As the customer, I was not loud or irate, instead it seemed her threats were humoring to herself. Again, in all of my retail and shopping experience, this store was to the upmost disrespectful and an embarrassment.

Desired Settlement: Upon returning a Christmas gift, I had receipts and desired cash back as this store does not meet my personal needs, ie size. Instead of cooperating to resolve the issue, I was given store credit to a store that showed nothing but disrespect for my honest, hard earned money. I would simply like my money back.

Business Response: Dear *******
I want to first apologize for the experience you had in our store and ask you to send an email about the poor experience to **************************.  That team works closely with the store management team and can direct your email to the appropriate group.

I can refund the original form of payment for the transaction.  Please reply with the Store Number, Transaction Number, and Date of the original transaction along with the return transaction.

Thanks,
Customer Service
Abercrombie & Fitch

1/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/19/13 i completed an online order with Hollister Co (order ######). Soon after completing said order I recieved a confirmation email with delivery date 12/20/13. Hollister was offering free next day delivery with orders over $50, and this is why i decided to order from them. Today is 12/23/13 and i have yet to recieve my order. FedEX informed me this morning that they dont have the package. They told me that they have not picked the order up from Hollister and that I needed to contact deliverer (Hollister), because they dont have package. They also said tracking number######was created by Hollister, and they have no record of that number, which would mean Hollister did not release package for delivery. I instantly felt scammed. I was solicited by this company to order online with the promise of Free next day dlivery and yet they have not even prepared the package for shipping! I immediately called Hollister Co @ ###-###-#### (my 4th/5th call regarding this order since 12/20 when my package was not recieved). I spoke to guy named ***** and explained my conversation with FedEx, and explained that i wanted to cancel the order since i did not receive on 12/20 AS promised, and further more since apprently i will not have in time for Christmas. ***** said he could not cancel the order because it has been shipped. I again told him FedEx did not have the package. If FedEx doesnt have it, but Hollister says it been shipped, then i am not wrong for having concern am I? Where is the package? Mean while i have been charged $74.11. There were items canceled due to backorder that i have still not been credited for. Mistake after mistake and i am beyond frustrated. Please help me cancel tihs order. I do not want merchandise from a company that seems ok with misleading customers just to get online orders. Also i cant help but feel like i will never get the package, seeing as how FedEx doesnt have it, yet per Hollister it has been shipped. Thank You.

Desired Settlement: i want the order canceled, and the current hold they have on my bank account for the $74.11 released TODAY! I want Hollister to know that this was my first and last time ordering from them online, and that my experience ordering from then was absolutely the worst ever.

Business Response: Dear *******,

We apologize for the delay in receiving your order.

Part of your order has shipped and is scheduled to arrive today 12/24.  You were charged for this partial order $53.80.  If you like to return these items, you can mail it back to us using the enclosed shipping label or by your own private carrier. 

The rest of the order was cancelled upon your request.  The remaining $20.31 will be refunded once your bank accepts our cancel.

Sincerely,

Customer Service
Hollister

1/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 18th I placed five different orders online through hollister's website. I received conformation emails that my packages had shipped on September 21st. A few days later I received all of my purchased items. The problem arose when December 13th, I received 5 new emails stating that my orders have shipped. Knowing that I hadn't ordered anything else from Hollister I thought this was strange. These emails had the previous five order numbers from my orders back in September on them... Which is THREE MONTHS AGO!! So, I logged onto my bank account and saw that IN FACT I was charged for those orders again yesterday, December 13th. I think anyone would understand the concern and disappointment I feel knowing that Hollister has my credit card information and has obviously charged me again for the exact same order. If I would have not been paying close attention to my emails and bank account, I could have missed this altogether. How can I be assured that this company will not charge me again and again, simple because they have my credit card information stored?I spoke to a customer service representative who advised me to send Hollister a copy of my bank statement showing the charges taken out. I sent that along with all of the conformation emails (new and old) that I have received. I then got an email stating that my complaint had been sent to their "research and resolution team", and that I should hear back from them within 24-48 hours. It has now been seven days and I have not heard from them through email or by phone. This company has showed me that the mistake they made is not a priority to them. That taking money out of my account twice is not big deal. I am very disappointed with Hollister as a whole!

Desired Settlement: I expect a refund for the charges that I clearly did not authorize. I would also like hollister to remove my credit card information from their database so that I can be assured that they no longer have the capable of taking advantage of my money.

Business Response: Dear *******

We apologize for the multiple authorizations to your card.  This was due to a system error.  We have ensured that all authorizations have expired and all of your orders were only charged $5.

If you would like to remove your saved payment information, you can do this on our website by logging into your account and editing your payment type.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Hollister

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased from Abercrombie & Fitch for several years. I recently placed several orders for Christmas, and all of the orders were completed without issue except for the last two. The orders were both canceled so I contacted A&F to find out why.They have accused me of reselling their products because I purchased so many of their items. I explained that I had placed these orders because I was purchasing items for my family, however they refused to accept anymore orders.Their claim is ridiculous, I have never resold any of their items and am very upset that they would make unfounded accusations without any proof.

Desired Settlement: I want my account reinstated and an apology for this false accusation.

Business Response: Dear ****,

Due to your order history, we can no longer accept orders from you.

Please see the sales terms you agree to upon placing your order: 

********************************************************************************************************************************************************

Sincerely,

Customer Service
Abercrombie & Fitch

1/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 9th, I visited the store at the mall and purchased several items. When I arrived home, I realized the salesperson did not put 3 items I purchased into my bag. I immediately called the store and spoke to the salesperson who acknowledged his error. He put the 3 items aside bc they were body sprays and cologne. He apologized and told me to contact customer service. Customer service instructed me to order the items and they will ship them to me, minus the cost. I placed the order. Several days went by and I received an email stating the order was canceled. I contacted customer service again, they placed the order again. This order was placed on Dec. 2nd. Since then, I have been told repeatedly the order is shipping. It has not. I have already paid for these items over a month ago. I asked them to cancel the order and issue a refund, I was told they could not cancel the order bc it has been released to ship. It still has not shipped. This is absolutely ridiculous! The order # is xxxxx-xx-xxxx

Desired Settlement: I would like these items. They are a gift for my son.I think this matter should be resolved immediately.

Business Response: Dear **********

We apologize for your online experience.

Due to a system error, we needed to cancel your order.  You have not been charged for order ########.

We have replaced your order at no charge.  We apologize for the error and the following order ###### will be sent for free.

We hope to see you shopping wtih us again soon.

Sincerely,
Customer Service 

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order on December 20 under the free next day shipping for all order over $50. I received and email letting me know that my order had shipped and my credit card charged. When I checked the tracking number on December 23, there was no record of my order. I called FedEx and they told me that the tracking number wasn't valid. I spent the rest of the morning getting the run around from Hollister. I talked to several representatives who hung up on me after hearing my dilemma. After the fifth consecutive hang up I called again and asked to speak to a manager. The customer service representatives refused to put a manager on the phone. They told me managers are too busy monitoring phone calls! The only thing they could tell me is that they had no idea what happened to my order. They didn't seem to be bothered that my bank account was charged and I was lied to about my order being shipped. In fact I would have never known there was a problem if I hadn't checked the order. They didn't seem to care that it's Christmas time and there was no way to replace those items before the holiday. They kept referring me to email addresses saying that someone would contact me in a few days! After that advise they told me that they had done all they could do and was releasing the call! I will never do business with this company again. They clearly do not care about the customers.

Desired Settlement: They really need to put a policy in place for escalation. It makes no sense that management or anybody that can force change is available to help. I definitely expect a refund.

Business Response: Dear *********

We checked your order and see it was delivered on December 24th.  We also reshipped the order at no charge and the second package was delivered on December 27th.  Please let us know if there is still an outstanding problem.

Thanks,
Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #### and find that this resolution is satisfactory to me. I received one of the packages on 12/27 and I plan to send it back to Hollister.

Regards,
******** ****************



















1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,I bought some clothing from Abercrombie and Fitch store over the course of the Christmas holidays and also on the 16th of December (Yesterday). I went to have the items returned today and I was told that I am not able to do so because I didn't have the tags that came with the clothes. After a very long time in the store trying to get my money back I was asked to leave the store by the mall security. I was not only embarrassed but I was laughed at by the supervisor of the store and the manager was very rude to me as a customer.... I still have the items to be refunded along with the receipt. The manager and the supervisor denied me a return for my refund due to their so called store policy. However their website specifically states that in order to do a return I need the items along the receipt. I also checked their website regarding their return policy at : http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_RETURNSANDEXCHANGES&catalogId=10901&langId=-1&pageName=returns-exchanges&store****** I would like a full refund of the items that I've purchased and also report the supervisor of the store as her attitude was disrespectful towards me. Not only was I racially profiled, I was not treated like a customer and I was asked to leave the store and was escorted out by the security. Can I please get assistance in getting my money back from this store?

Desired Settlement: Please refund my entire purchase order directly to my account. If possible I would like a written apology as well.

Business Response: Dear ******,

On the back of our receipt it reads "If you are not satisfied with your purchase and the merchandise is in its original condition, you may return it to many of our Abercrombie & Fitch stores."  For merchandise to be in its original condition, it must have the tags still on the merchandise.

Our managers decide if a customers merchandise is in its original condition.  Since the items your brought back did not have the tags, your return was not accepted.

Sincerely,

Customer Service
Abercrombie & Fitch

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 items from Abercrombie & Fitch on 10/22/13 totaling $104.67. Within a few days I received those items, one of which was too small. I sent the item back for exchange for the bigger size. A few days later I received notification they had the item back and would refund my $. I replied explaining I wanted an exchange. They e mailed saying they would refund me $55.92 (the on sale price I paid for the item) and charge me $78 (the full price) for a new one. I said if they would not exchange with a price match then I did not want the item and they could refund my $. They then told me I would have to go purchase the item online again and I could e mail them and they would adjust the price, but charge me again and refund the previous $ I paid. I said I would not do this until I saw the $55.92 refund on my card. At that point they started a new order and we're set to ship that to me. That was October 28. I watched this order online set to ship for 3 weeks while e mailing countless customer service representatives about why it had not shipped.

On November 11 I requested they cancel the order and refund my money. I was told this order was in the release phase and could not be stopped and that I would receive shipping confirmation shortly. Days went by and I was never sent shipping confirmation. Finally on November 27 I was told due to system error they could not send me this item and I would not be charged. I replied stating this order was a return/exchange and I was in deed already charged for it and expected a refund. I was told a refund was issued to my card on November 27 and that I could expect to see the return on my card in 3-5 business days. As of 12/9/13 I had not received this return. I was told I needed to submit a copy of my credit card statement for proof. I did that on 12/9/13 as requested by their customer service. I have e mailed countless customer service reps and still no return.

Desired Settlement: $55.92 returned to my credit card

Business Response: Dear ********* 

We apologize for the delay in receiving in your refund and for your experience with our customer service representative.  We should have been able to assist you in a more efficient and professional manner.

We have credited your card $55.92.  We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ***** ****** ***** **************************** ***** ******** *** **** **** ** *** **************************** **************************** *** ************************ ****************** *********************** ******** *** *********** * ***** ***** ************ Has Shipped To whom it may concern, As per my original order, everything arrived except for the Kiran Shine tee. I was sent several emails confirming that a new order had shipped and some amount of money had been refunded to my credit card. However, only $1.99 was refunded. I do not understand what this amount represents. Also, I noticed that the shipping company the company uses to ship to Canada is Purolator. As I went to pick up my order from the shipping centre (no one was home at the time the package was attempted to be delivered), I was told that the centre was closed. The second time I went, I was told that my package had been sent back to the company it came from as it was over 5 days. There was no notice that the package had to be picked up within 5 days of receiving the shipment notification paper that was left at my door. Purolator is a very inconvenient shipping service with locations in very odd places (I wasted my gas money driving there and back twice). Other companies use UPS, FedEx, CanPar, or Canada Post (all with convenient locations located in central hubs). I work 9-5 on weekdays and Purolator's delivery service is very unreliable. That being said, I would strongly like to express that your company's shipping to Canada is very inconvenient and I will not be ordering anything from your site again. Please refund the rest of my money that remains for the Kiran Shine Tee and close this deal. Thank you very much, ****** ****** ***** ******* ******** ** ******** * ***** ** ******** ****** ** ******** * ******** ********** ************ **************************************** ***** ******************* *** ******************************************************************************* **************************** ******** *** *********** * ***** ***** ************ *** ******* ***** **** ** *** **** ******** ***** Hello, This order (Kiran Shine tee) was expected to arrive by October 10. It is now November 23, and I still have not received it, nor have I received any shipment paper for pick up from the shipping company. Could you please let me know the status, or can I have my money back? Thanks, ****** ***** ******* ******** ** ******** * ***** *** ******** ****** ** ******** * ******** ********** ************ **************************************** ***** **************************** *** ******************* ******** *********** * ***** ***** ************ *** ******* ***** **** ** *** **** ******** ***** ******** ************ ******* Your order shipped. You can track your order by clicking on the tracking link below or clicking here to see your order details. If items in your order have not shipped, you will receive another email confirming shipment when the items ship. You will not be charged for the merchandise or the associated Shipping & Handling until your merchandise ships. ***** ** *********** ***** ***** ********** **** ***** ********** **** ******* ********* * ** ** *** ****** ***** **** ****** ************ *** ********** ****** ***** ** **** ****** ******* ** ********** ***** ********* **** ** ***** ***** **** **** ************* ****** *** ****** ***** ******** ******** ****** **** ************ ** *** *** ** ******* *** ****** ***** ******** ******** ****** **** ************ ** *** *** ** **** *********** *** ************ ***** ***** ***** *** **** **** ********* * ******* ***** ******** ***** *** ******** * ******** **** *** ******* **** *** ******** ***** ***** *** *********** * ***** *** ***** ******* *** ****** *** ***** ** ***** www.Abercrombie.com Sale Terms

Desired Settlement: Please refund the rest of my money that remains for the Kiran Shine Tee and close this deal.

Business Response: Dear ******,

We apologize for the delay in receiving your order.

We have issued you a refund for $17.81 to your Mastercard ending in ####

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They emailed me that they had issued a refund to my Visa card but it never went through. When I called my bank they said there was no record showing that they had even tried to make a refund to my account. I have made several calls and sent several emails but no one try's to resolve this issue. I have had a hard time getting a refund from them before. They have a terrible customer service department. No one seems to want to do their job and they say they don't have a supervisor for me to talk to all I can do to complain is send an email which does no good.

Desired Settlement: For them to give me the refund that they promised in the email that they sent me saying a refund was issued to me on December 10th.

Business Response: Dear *********,

I apologize that this was not resolved more swiftly.  We recently implemented a new systems and unfortunately your order was placed in May in our old system  There were a few problems with refunding these older orders and the rep should have explained this more clearly.  I can send a check for the refund (will take 3-4 weeks) or send a gift card for 50.00 (can send same day).

Let me know how you would like to proceed.

Thanks,
Customer Service
Abercrombie & Fitch

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.
I would like the gift card.
Regards,
********* *******




















1/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 9 months now I made few purchases online at Hollister.com and Abercrombie & Fitch .com after receiving the items decided and notice some didn't fit and a blouse was defected so I went in store and return the blouse but never got my refund back to my credit card the other 2 orders I returned via usps mail a week later received a email from hollisterCo saying they got my items and they were going to refund me within 21 days its been 9 months now and never got a single refund , Call 55 different times and can prove it within 9 months called customer service head quarters with no luck of ever getting my money back , the case been escalated over 50 times now and all I get is a email saying we already refunded you . I in 4 different times have send bank statements from January tru December with no luck or a clear answer why I haven't received my money . I don't know what to do anymore managers are not allowed to get on the phone and the only thing they can do for me is escalate the case over and over with no respond from anyone .

Desired Settlement: I want to recover the money they have stolen from me since I return the clothes and they confirmed receiving it and refuse to respong on the matter on why I haven't receive a refund neither will they prove they refunded me but I in many occasions have prove with bank statements that I was never refunded

Business Response: Dear ****

We apologize for the delay in receiving your refund.

We will be sending you a check in the amount of $200 to the address listed on this complaint.  The check will take approx two weeks to arrive.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Hollister

1/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hollister has the WORST customer service I have ever seen, when I ask for a supervisor I should be connected to one. I have gotten so many stories and spoke to so many people regarding ONE RETURN, I'm assuming the sweatshirt I ordered size L was mistagged and was an XS because my son is a MED but I got him a Large and he couldn't even get it over his head, so I returned it for an EXCHANGE for a XL, not only did I NEVER receive my XL sweatshirt that I was told was on backorder, then I was told it was shipped, then I was told never shipped and no one knows what happened. And because I received the sweatshirt on sale for 26 they placed a refund then charged me the original price of 36.00 UNBELIEVABLE!!!!!! I have been dealing with this since Nov 10 the day was my son's birthday and now he will NOT get his sweatshirt because again the REP last night 12/5/2013 Couldn't figure out why it won't ship even though she said it did ship. I finally said I want my complete 36.00 credit and I will NEVER shop at HOLLISTER again!!!!! I know I am not the only person that has had an issue with a return/or exchange, I have shopped online several several times and never had an issue like this. I should get the sweatshirt for FREE just to satisfy me and all my time spend on the phone.

Desired Settlement: 34.97

Business Response: Dear ********

We apologize for the delay in receiving your order.

Your order is scheduled to ship tomorrow with expedited shipping.

We will be crediting you for the full amount of your order.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two pairs of men's shorts on Aug. 20th, 2013, they were too small so I returned them. I received an e-mail from Hollister stating that they received my return and that my refund was submitted on October 10th, 2013. I contacted them to inform them that I did not receive my refund, and they had stated I did. I sent several e-mails, spoke with several agents about the issue, had a three-way call (they stated that either I do a three-way call with my bank - which they themselves don't offer three-way calling!!- or send them a copy of my bank statement) with my bank and Hollister, confirming that I had not received my refund, and now it is almost two months since this all started and still don't have my refund. Every time I contact them I am told that they are sorry for my inconvenience, but there is nothing there department can do, they can only e-mail the individuals in refund and they have to handle it on there end. There is never any supervisor or other individual that can help me with this issue when I call. They send me e-mails or tell me when I call that someone will call me or e-mail me within 24 hours and they never do. They owe me $61.19 and I want my refund!!!

Desired Settlement: A refund of the money they owe me $61.19!!!!!!!!!!!!!!! $53.19 for the pants and $8.00 for S/H totaling $61.19

Business Response: Dear ********

We apologize for the delay in receiveing your refund.

We will be sending you a check to the address listed on this complaint for $61.19.  It will take approx. 2 weeks for the check to arrive.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Hollister

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased over $100 of stuff for my niece for her birthday. When she attempted to return one of the $25 pair of jeans, she was told she couldn't as it was purchase utilizing a Visa/Debit and the Visa/Debit needed to be present. I live hours away from her, and sent the clothing with receipt as a birthday gift. The policy listed on the reciept states that items can be returned with original receipt if under the specified date with a receipt. Thus, receipt and item jeans $25 in perfect condition with tags was presented and still she was denied.

Desired Settlement: First of foremost I think Hollister should clearly make it known during the Holiday Season that items purschased with a VISA/Debit can not be refunded without the card. Only store credit is available. Secondly, I want the $25 back for jeans that I have no use.

Business Response: Dear *******

We do not store credit card numbers in our system.  Our store associates have no way to return items back to the original form of payment if the form of payment is not present.  If your niece returns the items to the store without the original form of payment, she will receive merchandise credit.

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Hollister

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terrible customer service. I asked customer service to redeem my giftcards for the cash value because it is allowed in California, some representatives hang up other tell me to call different areas but it seems that I always end up with the online customer service. I want this to be resolved by having my giftcards redeemed for the cash value.

Desired Settlement: I asked customer service to redeem my giftcards for the cash value because it is allowed in California, some representatives hang up other tell me to call different areas but it seems that I always end up with the online customer service. I want this to be resolved by having my giftcards redeemed for the cash value.

Business Response: Dear ******,

California law does not require we cash out the gift card in this instance as the claimed balance is over $10.00. In California we are only legally required to cash out gift cards upon request if the balance is under $10.00. This comes directly from the California Civil Code at section 1749.5(b)(2)

Additionally, our terms and conditions which are printed on the back of our gift cards state, "Gift card sales are final and cannot be returned or redeemed for cash unless required by applicable law." 

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Abercrombie & Fitch is mistaken with what California Civil Code section 1749.5(b) states. California Civil Code section 1749.5(b) states (and I quote) "Any gift certificate sold after January 1, 1997, is redeemable in cash for its cash value, or subject to replacement with a new gift certificate at no cost to the purchaser or holder." I also would like to apologize for not stating the reason as to why I want my gift-cards redeemed for it's cash value. Abercrombie & Fitch's clothing unfortunately does not fit me, so there is no obvious use for the gift-cards. The right to to do would be to send me a check for the aforementioned amount.

Regards,
****** **********






























Business Response: Dear ******,

Please see the attached document from the California Department of Consumer Affairs.  Please refer to the highlighted portions of the answer in Question 4.

Additionally, federal law via the Prepaid Access Rule specifically limits cash redemptions for national retailers to the maximum allowable limit permitted by state law.

Sincerely,

Customer Service
Abercrombie & Fitch

12/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a few items from this company a couple weeks ago but received an empty box with just my shipping details. Very upset I contact their customer support and receive nothing but an attitude. I tell them the situation and they said they would transfer it to their shipping team and contact them in 2 days. I wait to contact them and after the two days I call them and am told that I'll be receiving a refund. All is well, I wait 5 days when it normally takes about 3 to receive a refund. I receive nothing, so i contact them and am told a completely different story. I was told that they were reshipping the package. I was fine with that. The next morning I receive an email saying I will be receiving nothing from them because the package was signed for which was required by fed ex. after contacting them again they tell me that they'll ship a replacement for a 2nd time. Next morning I receive a 2nd email stating that i will not be receiving anything. I've done this for 5 days straight and can not talk to any type of supervisor at this company. I am extremely irate about this. 5 days straight of being told I'll receive a refund or replacement and the next day being told I'll receive nothing.

Desired Settlement: I am requesting a refund of the money I spent. i want nothing to do with this company after this horrid experience.

Business Response: Dear *******

We apologize for your online experience.

We have issued you a refund of $55.23 to your original form of payment.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Abercrombie & Fitch are currently offering a 50% off sale on their entire web site that end today on December 3, 2013. I had items placed in my shopping cart prior to the beginning of this sp called 'sale'. The prices on the web page are suppose to reflect the actual sale price. What they did was increase their prices by 50% and made it look as though they were offering a 50% off sale. This is very unethical and just morally wrong.

Desired Settlement: I am requesting my 50% off of the original asking prices prior to the price increase that they did in order to make it look as if they were actually having a 50% off sale on all items on the web site. This is not morally correct and is bad business practice for all businesses. Especially during the holiday season. I feel as though they are taking advantage of their customers and the entire public who are viewing this web site.

Business Response: We are disappointed to hear about your online experience. Our sale refelected the original retail price discounted by 50%.  We hope to see you shopping with us again soon.Sincerely,Customer ServiceAbercrombie & Fitch

12/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a coat from the Abercrombie website two days
ago and was double charged for my item. The first transaction was put in at
11:30am and the second was at 12pm so it was not a matter of me double
clicking. When I contacted the customer service representatives that day they
explained that I would need to email them a copy of my bank statement showing
that I was charged twice. I was told I would be contacted within 24 hours. When
I didn't receive a confirmation email I called again and was told that the email
address I sent it to was the wrong one and that they don't use that email
address anymore. Then they told me the new email address and told me that it
would be between 24-48 hours before I got a response. It's been 48 hours and I
have yet to get a response from this company, not even a confirmation stating
they have received my email. I called again today and was told they couldn't
tell me if they had received my email and I asked if I could speak to someone
in that department and they said no because they could only be contacted by
email, and yet they have not responded to my email. They have already over
drafted my account and now they will not return my money.





Desired Settlement:
I would like to have my money and the overdraft fee credited back to my
account.

Business Response: Dear ********,

Please reply back with your order number so we can assist you further.

Sincerely,

Customer Service
Abercrombie & Fitch

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered (#####)a Jeans for thanksgiving they have delivered a wrong merchandise twice to compensate this they have honored me with a 40% discount coupon, as it was a good discount next day using that coupon i have ordered merchandise from Hollister, but unfortunately they have cancelled my order with no proper reason . I have been communicating with customer care on email and calls every-time they promised me that Oder is placed and will be shipped soon but it never went through, do to their unprofessional ethics i have been through mental torchure for my Thanksgiving. I am a customer of hollister & A&F since 2009 i have all the records what i purchased from them. I would like to file a complaint on Hollister Co for not delivering my order as promised multiple times. If there is a chance i request Hollister to re-ship my order - #######, I have all the email conversations with customer service . below are the few which they promised. emails:Hey **********Our most sincere apologies about this inconvenience, we really are not sure then what happened. Please kindly let us know if then you wish to place this order again, in which case, it would have to be done either online or by phone. Once you place the order, if by our site, please feel free to email us your order number so we can apply an additional 20% discount. If by phone, you may request that from the representative as well. Feel free to reference incident #: #####  Thank you again for contacting Hollister Co. *******Customer ServiceHollister Co.Hey **********Certainly, we will honor the 40%. If the promotional code does not apply when you try to use it, please let us know and we will be happy to apply it for you. Simply send us the order number. *******Customer ServiceHollister Co.Hey **********Thank you for your new order ######We have applied the 20% as offered, for a total refund in the amount of $67.25. Should you have other questions please feel free to let us know. *******CustomerHey **********Thank you so much for Product_Or_Service: Hollister merchindise Order_Number: ###### I have placed order with Hollister on December on 3rd of December but they cancelled my order, when i contacted customer care they asked to place the order again , as per their request i have re-ordered but again they have cancelled my order. Below are the inline answers hope this helps. They never shipped it. They were cancelling my order in initial phase. I have ordered merchandise from hollister i.e Weather Jackets, Short, Scarf etc.I have ordered it on December 3rd. I spent $260. Order was never shipped after waiting for a week they cancelled my order. Bcoz i love their product and i got them for a good deal. So i want to re-order them.

Desired Settlement: Replacement I would request Hollister to replace the same order (####) what I have placed and keep their brand image and good customer service. Hoping for the best service.

Business Response: Dear *********,

We apologize your order was cancelled.

The characteristics of your order history caused your account to be deactivated.  We have reinstated your ability to place orders.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I didn't do any thing illegal inspite of working with customer care personal my order was rejected twice, I would request business to process the same order -######## with the same prices tag what was in my order. I have repeatedly taken this issue to customer care but still my order was cancelled. So i would kindly request A&F to own responsibility for the bad customer service. 

Regards,
********* ******* 

12/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased items on 8/13/13 and returned some of them on 9/26/13 with the receipt. Abercrombie owes me $224.25. I still have not received my refund. I've called 5 different times asking why I haven't received my refund. Each time they confirm they've received my merchandise and that I will get my refund within a couple of days, but I have still not received it. I started asking for a supervisor after the first couple of calls and they REFUSE to let me speak to one. I've been told it's against their policy and that they do everything by email (I only have received 1 email from them since my issue began). I've tried emailing them after they said they do everything by email, but never got a response. I am at my wits end trying to get my money back and can't get anyone to take care of it. At this point it's not unreasonable to get a supervisor on the phone to help me out but they won't. Please help!

Desired Settlement: I want to get the money they owe me for returned merchandise ($224.25) and to have my complaint filed with the BBB. I don't know how a company like A & F can get away with not refunding money owed to their customer.

Business Response: Dear *******
We apologize for the delay in receiving your refund.

We have requested that a check be sent to you in the amount of $224.25 to the address listed on this BBB complaint.  It will take two weeks for the check to arrive.

Additionally, we have sent you a 40% off promo that you can use the next time you shop with us.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:

I have reviewed the response made by the business  and find that this resolution is satisfactory to me. 

Thank you very much for your assistance! 

Regards,
****** ****




















12/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issue started when I purchased a pair of jeans online and returned them in the stores. The manager of the store only gave me a gift card worth $30 when I remembered them being more expensive, but since hollister doesn't print the price on the receipt I took the gift card and left. When I got home I called hollister customer service and asked them to look up the order number and tell me how much I paid for the jeans the lady told me $53.49. At the point I explained to her how I just returned them and didn't get what I paid so she emailed my complaint and within a days I heard back from hollister and after emailing back and forth a few times hollister said they would send out a gift card of $53.49. They did send me a gift card but it was for Abercrombie. So I emailed them back to exchange it. When I received the new gift card from hollister, I tried to place a online order, 20021699587, the total was $70.83. So I used the gift card first and it showed $53.49 deducted from the total and the remaining balance of $17.34 still owed. I used a visa to pay for the rest and placed the order. Everything seemed fine so I threw away the gift card since there was nothing left on it. A few days later I noticed the credit card was charged for the full amount of $70.83. When I contacted hollister they said it was because the gift card had no funds on it. I have not used this gift card and it clearly showed funds on it while I was making the purchase. I've used gift cards before and if there was nothing on them when you attempt to use them they say there is a zero dollar balance. I emailed back to hollister and said I have not used the card and they responded that I could call in to customer service and they could check the balance for me. The issue is I threw away the gift card. I also don't understand the necessity of having the gift card numbers since they were able to remotely remove the funds from the Abercrombie card they sent without me giving the numbers. So the hollister card should be accessible.

Desired Settlement: I am between two desired settlements. One being I would like a refund of my $53.49 but since I don't see that being a quick and easy resolution my second would be no settlement I'm just filing my complaint for BBB information and so the public can see it. I've spent too much time and energy trying to fight over the same $50 with this company.

Consumer Response: Hello, 
I was emailing to let BBB know that my original complaint was resolved. Hollister emailing me and said it was a misunderstanding on their part. I was told by employees from hollister that my gift card wasn't used because there was no funds on it and my visa was charged the full amount. But they recently emailed me and said there was a issue with the gift card but they removed the money from it and applied it to my order. 

12/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order number#######  Date ordered 10/9/2013. All was shipped except one item was placed on backorder (even though it showed available when ordered). Two weeks went by I decided to check on order. On website information says it is expected to ship 10/5 which of course was before the order was even placed. I contacted company by Chat and was given the date of 10/25. I contacted chat after that date passed and was told 11/5. I was also told that these were all estimates. I explained that the information on the website was now showing item was in stock so why did I need to wait another week for it to ship. No reason could be given. CSR could only give estimates of ship and could not do anything else.

I emailed and received a response that it was going to ship 11/5 and it takes a "few days" to ship. On 11/7 I contacted company by phone and inquired when the next 'estimate' or guess would be since the money had been taken out of my bank three days ago. She replied there was a hold on the shipment. Could not tell me why other than that since it had been backordered so long they had to make sure I still wanted it. Umm, wouldn't you do that before you decided to take the money out of my account. You took the money now ship it. I again inquired when it would be shipped. She could not tell me and of course did not want to 'estimate' now. She could only tell me that it was in the process of being changed from hold to ship. Gee how long does a click of a mouse take?? This has been exasperating and it is sad that people who work for you are unable to do anything but guess at dates and that's it. I can guess at dates all by myself.

Desired Settlement: Ship the item now or give me my money back.

Business Response: Dear *******

We apologize that you did not receive the backordered item.

According to our notes you called in on 11/8/13 to cancel the back ordered item.  You have not been charged for this item, as we charge the payment once the item has shipped.  The total you've been charged for order ####### is $57.02 for the two pairs of jeans and shorts you have received.

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Hollister

Consumer Response:

I NEVER CALLED to cancel the order, I online chatted twice,  sent an email and finally called them on the order to find a ship date since I was given several different dates.  As I told the CSR on the phone, the last response was an email that said it would ship Nov 5.  It did not ship and I emailed them back and asked them to ship it as they had promised or cancel it.  I also called and they told me the order was on hold.  Later, after complaining on the company facebook page they emailed me again and told me the item was backordered and they would not receive any more.  Then I look on the company website and the exact item, same item number,  is listed on line for sale, at a higher price.  This company needs to get their stories straight.

Regards,
****** *******






























Business Response: Dear *******

We apologize for your online experience.

We have sent you a promotional code we hope you use the next time you shop with us.

Sincerely,
Customer Service
Hollister

12/10/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a crew neck from gilly hicks and got the wrong item so I returned it and asked for a exchange for the right item. The SAME wrong item came back to me so I asked for a refund. This was in the beginning of October 2013 and it's been over a month. They only refunded me HALF of the price I paid, and I still haven't gotten the other half! I WANT MY MONEY BACK NEVER ORDER FROM GILLY HICKS

Desired Settlement: I would like gilly hicks to give me the other amount of money they still owe me. This should not have happened gilly hicks is the WORST STORE

Business Response: Dear ******

We apologize for the difficulty in getting the correct item.

We have gone ahead and credited the remaining balance on the order $10.60.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Gilly Hicks

Consumer Response:

I wasn't refunded the $10.60!!!!!!!!!

Regards,
***** ********




















Business Response: Dear ******

Please see the attaced jpg showing a credit issues to you on 11/19/13.  Please allow 3-5 business days for your bank to post this credit to your account.

Sincerely,

Customer Service
Abercrombie & Fitch

12/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased some murchandise online back in September 2013. One of the items did not fit correctly, so I returned it to Hollister using their label. I recieved and email from Hollister noting that my refund was accepted and processed on October 2, 2013. Since then I have not recieved my refund. I have contacted them on multiple occasions and all they tell me is that they escalated it to their home office. I even provided a statement from my Credit Card to show the refund has not taken place. I called them again on November 21, 2013 and they still have nothing more to say to me other than "they escalated it to home office". I asked for their home office number to contact someone there and they refused to give me any further information. I am now paying interest on money that Hollister is keeping. My orginaly order number is #######, and their incident number is #########. I just want my money back and it should not take over 2 months for it to happen. I also would like the extra $10 to $15 in interest refunded as well.

Desired Settlement: My $113 plus interest fees refunded immediately.

Business Response: Dear ******

We apologize for your difficulty getting your refund.

We have issued a refund of $120 to your Mastercard ending in ###.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Hollister

12/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on Oct 11 online with Hollister. The order was shipped in 2 seperate shipments due to 1 item being out of stock. I recieved the out of stock item and never received my initial order. I have been in contact with the company multiple times regarding this. They said they gave me my refund on Oct 24th which I never recieved. Since then, I contacted them regarding the refund not coming to me. I have provided bank records multiple times and each time I am told my case has been forwarded to the appropriate department and is being delt with. It has been over a month and I still have not recieved my refund. It is strictly on principle that I am contacting you. I feel that there should have been more of an effort to make the situation right. I have offered to resubmit new bank records proving I have still, not received any money. I have offered to go into the store to pick up a gift card for a refund since getting the money back into my account seems an impossible task, yet the only reply I get is we are sorry for your inconvienence and we have forwarded this to the appropriate department.Thank you,******* ******

Desired Settlement: I would like to receive my refund whether it be directly to my acct or in the form of a gift card or in store refund.

Business Response: Dear ********

We apologize for the difficulty in receiving your refund.

We have credited you $32.14 for the shipment you have not received.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Hi I appreciate Hollister's response to my complaint, However the order was divided into 2 shipments and i only recieved the second one.  Which is the one they refunded me for. Package 1, that I never received and has been the reason for this complaint was $51.37 so I am still short $19.23 on my refund. 

 
Thank you
******* ******

Business Response: Dear ********

We have issued you an additional $20 refund.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

Regards,
******* ******




















12/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used a gift card to purchase items online, but were not what I wanted, so I returned the merchandise to the ******** **** in ******* *******. They gave me a merchandise credit for abercrombie (Kids) although this is not what my gift card or original merchandise was. When I tried to use this card at an Abercombie and Fitch (adult) store, they could not use it. The manager was very inhelpful, and told me to call the (1) number for customer service. I do so, couldn't get through the first time, was hung up on the second time, and then finally reached someone who was also incredibly unhelpful. I left the store not being able to use the card and was told to email A&F customer support. Because of the hassle, I do not wish to further support the company with my business and requested a refund for the amount on the card. I have emailed back and forth with the customer service representative for the last 3 days and have gotten nowhere. The customer service at this company is HORRIBLE and I am EXTREMELY dissatisfied with the professionalism and help.

Desired Settlement: I would like a refund for the amount on the card ($61.78)Thank you.

Business Response: Dear *****

We apologize for your experience.  To assist you further we will need some information.  Please reply back with the following information:

Your order number from online purchase:

The gift card number which you currently have in your possession:

Since your original purchase was made using a gift card, we will credit the original amount back to that card once we receive this information.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:
They are not satisfactorily responding to my complaint.  I wish to receive a REFUND for the amount on the merchandise card because I am extremely dissatisfied with the customer service and do not wish to spend any more money supporting the business.  There is $61.78 left on the card.

Regards,
**** *********






























Business Response: Dear *****

We have transfered the balance of $61.78 from the kids merchandise credit back to your original E-gift card (###########).

You can use this at A&F adults store or online.

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: Although they made the situation slightly better by doing SOMETHING, this is still not what I asked.  I am VERY dissatisfied with the company and the customer service.  After all the hassle, they have not done very much at all to keep me a happy and loyal customer.

Regards,
**** *********






























12/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charged twice for $115.26 from both my debit and visa master card and was told would receive reimbursement, this was a purchase for my daughter's (******** *********) school clothes. Initially I had accidentally given my debit card but then told them that I would prefer to pay with my credit card, they charged both accounts, so I paid $230.52 when I should have only paid S115.26. I sent them both transactions from my CIBC bank account and CIBC visa and they have not reimbursed. This is theft and it is happening to other ********* by Hollister. Please help.

Desired Settlement: Reimbursement for S 115.26 Paid to Hollister order # 588873.I have been charged twice for $115.26 from both my debit and visa master card and was told would receive reimbursement, this was a purchase for my daughter's (******** *********) school clothes. Initially I had accidentally given my debit card but then told them that I would prefer to pay with my credit card, they charged both accounts, so I paid $230.52 when I should have only paid S115.26. I sent them both transactions from my CIBC bank account and CIBC visa and they have not reimbursed. This is theft and it is happening to other ********* by Hollister.

Business Response: Dear *****
We have only charged your Visa ending in 7776 a total of $115.26 which reflected the total of order #####.

The bank statement you provided showed this charge of $115.26.  It is likely that if you at first entered a different form of payment and attempted to place an order an authorization hold would be placed on that card but not charged.  The authorization hold would fall off 3-5 business days.

If you can provide documentation showing the charges on the other form of payment you used, we can investigate further.

Sincerely,

Customer Service
Hollister

Consumer Response: As attached that I paid from both my CIBC VISA (account ending ####) and CIBC debit (account ending ####).

Regards,
**** *****

Business Response: Dear *****
The bank statements you provided show a charge on the Visa ending in ####.  This is the charge we show in our system.  The inquiry attached does not show the first four and last four digits of your debit card.  Please provide this information so we can research this other charge.

Sincerely,
Customer Service
Abercrombie & Fitch
 

Consumer Response: I am rejecting this response because: My debit (CIBC Visa) begins with#### and ends with ####.

Regards,
**** *****






























Business Response: Dear *****

We believe the charge on your debit card to be an authorization hold.  We only charge customers once an order has shipped.  The charge on your credit card reflects this charge.  Authorization holds automatically fall off after a few days if not charged.  If the hold remains on your account after a few days, it is up to the bank to remove this hold.

We have verified in our internal systems and our payment processors that there have been no charges to your debit card.  We recommend contacting your bank ask requesting removal of this authorization hold.

Sincerely,
Customer Service

Consumer Response: I contacted the CIBC bank, the transactions have went through from both accounts as indicated with the copies previously attached, CIBC will make a formal dispute to Hollister.

Regards,
**** *****




Business Response: Dear *****

We will await contact from your bank to resolve this issue.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: I have reviewed the response made by the business and find that this resolution is satisfactory to me.

Regards,
**** *****




















12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the most absurd shopping experience I have ever met. I made a purchase from Abercrombie & Fitch (A&F) shopping website on Oct 23, 2013 when they have a clearance event. The order number was ######. The purchase included four items. The jacket costed $30 and the jeans costed $26.4. Those were the prices showing in my confirmation email without applying any coupon code. However, when I received the package, I was surprised to find that the paper receipt listed different prices and my credit card was also charged with a much higher price. The price of the jacket was increased to $45 and that of the jeans became $35.2. I called the customer service twice to report this issue, however, they all said that they did not have any record on their end showing that I ordered the items at the lower price. How ridiculous was that! A&F created the clearance event with low prices to tempt customers to spend money, and then secretly increase the prices without notice, delete all the records, and pretended nothing happened. I have to compliment A&F that your business fraud was so incredibly implemented!!! Unfortunately, I am still having the order confirmation email in my email box. I thought I could let A&F realize the error and correct it for me. However, they are even more infamous and evil than I could imagine. I forwarded my original order confirmation email to the customer service, and what I just received was the following sentence: "We are showing a total purchase for this order is $86.62. The price of the items are correct and do not qualify for a price adjustment." They are just lying and denying to your face without even thinking about the evidence. Let us see what more ridiculous actions they can take to face the evidence and solve this problem.

Desired Settlement: I have spent so much time on dealing with A&F about this issue. I request A&F refund the price difference and financially compensate my time and efforts used to solve this problem. I will keep my rights to sue them regarding this business fraud.

Business Response: Dear ********

We are sorry to hear you were charged more than you should have been.

We have issued you a refund of $25.71 to your card ending in #### on 11/2/13.  It should post to your account shortly.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response:
The same problem happened with my order number ######. The clearance price ($72.82) that I paid and confirmed in the email changed to $96.33 when it is charged to my credit card. I have been talking with the A&F customer service so many times to solve this problem but they keep denying this error. In addition, when I made the order, one lady in the customer service told me she would waive the shipping fee for me because this order was supposed to be a complement to the previous order. However, it has been more than two weeks, there was no refund of the shipping fee either. A&F keep lying and ignoring its customers. I spent so much time and effort to deal with the problems caused by it, but A&F does not mention anything about the compensation. What a cheap and irresponsible company it is! Dear Sir or Madam, please help me further investigate this problem. Thanks.

Regards,
******* *****

Business Response: Dear *******,

We apologize for the difficulty with your order.

Please reply with a copy of the Order confirmation email you received so we can assist you with this issue.

Sincerely,

Customer Service
Abercrombie & Fitch

12/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received email advertisement from Abercrombie & Fitch, stated take an additional 70% off clearance online. I spent 45 minutes making my selections. I notice several items that I like were no discount whatsoever, and it is indeed under clearance section. I called ###-###-#### to question them about it. The representative informed me he wasn't aware of the promotion and that the email sometimes send out by mistake. The website clearly states 70% off all clearance!This makes no since as the advertised price on some of the clearance items were full priced! This is complete false advertisement and needs to be addressed.

Desired Settlement: Honor the advertisement promotion.

Business Response: Dear *****

We are disappointed to hear about your online experience.

While we are confident that all clearance items were systematically adjusted correctly for this promotion, if you can reply back with the names of the items that were not reflecting the correct price, we would be happy to look at the history of those specific items.  If they were indeed a part of the promotion, we will honor the discount.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Yes there were several items that were not mark down whatsoever.  I just checked the website, it is mark down now but it is not 70% off!  For example the boxer briefs that I wanted original price is $18, it's now $7.20.  We are can do the math here, that is no were close to 70% off.  And how is this not false advertisement.   Honor the promotion.  Send me a promotion coupon to make it 70% off like the email stated.

Regards,
**** ********






























Business Response: Dear *****

We have checked with our marketing department and ensured that all the items eligable for the promotion were in fact marked down 70% off the ticketed price. 

As a courtesy, since it appears there was some confusion, we will send you a pair of boxer briefs to you at no charge.  Please reply back with the 9 digit sku number of the boxer briefs you would like sent to you.  You can find the sku number by adding the item to your cart on the website and then looking at the item in your shopping cart.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Sku: ######

 
Please send it to:
 
**** ********
 
** ************
***** ********* ** *****
Regards,
**** ********






























Business Response: Dear *****
We have sent the item to the address you provided.  Here is your order #:#####

We hope to see you shopping with us again soon.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: You guys mess up the address. It is ******* not *****

 
The address is:
 
**** ********
** ************ ***** ********* ** *****
 

Regards,
**** ********






























Business Response: Dear *****

We apologize for the error in your order.

It appears one of our reps helped you replace your order and you received it on 11/13/13.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

12/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: on November 14th around 3:30 PM I was shopping at Abercrombie & Fitch in ****** ***** **** ***** *** *****y.Right at the main entrance they have a rack with around seven blue Warrior jacket withthe sale price of US$59.99.I took one of those jacket size xxl to the register in order to purchase it but the price is higher of the price that was in the rack I told the associate that the price in that rack is US$59.99 the associate go and check confirming that the jacket is US$59.99 he called the Store Manager and the Manager without checking the price and without talking to me tell the associate that the price is the one showing in the register.She walk out to the back of the store I followed her and tryed to explain to her that the price is US$59.99 she walk with me to the rack and exactly the sale price is US$59.99 she said that jeans were in that rack and walk out.My point is, that she has to honor the price that was in that rack of 59.99.Five minute later I went inside the store and the price of US$59.99 was still there she didn't remove it telling me that she using false advertisement to entice customer into the store.Thanks***** *****

Desired Settlement: What I want is the blue Warrior Jacket be sold to me at the price that was in the rack in that moment of US$59.99.Thanks

Business Response: Dear ******
We apologize for your experience at our store. 

To honor the price you saw, we ask you to place an order for the item online and have it shipped to your home.  Please reply back with the order number and we will credit you the difference so that the weather warrior is priced at $59.99.

We contacted the store to ensure our marketing is labeled correctly going forward.

We look forward to your reply.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response:

Dear Abercrombie,I bought the All Weather Warrior on line.The order number is ######.

Thanks for everything
***** *****  

ORDER CONFIRMATION   
  
Ramon,

Thank you for your order. When your order ships, you will receive another email with all of the information you will need to track your order. 

We ship Monday - Friday except for holidays.  
   
Order #: ########
Order Date: 11/25/2013
Estimated Delivery Date for In-Stock Items: 12/04/2013 Any questions? Please reply to this email.
Answers to Frequently Asked Questions
##### or #####
Want to Chat? Check live help availability.  
   
BILL TO:   
***** *****
 
SHIP TO:   
***** *****


ITEM DESCRIPTION  
  
A&F All-Season Weather Warrior
BLUE XXL
#######   
 
QTY
1 AVAILABILITY
In stock PRICE
86.00  
 
 
Subtotal   86.00 USD   
Shipping & Handling   5.00 USD   
Estimated Sales Tax   0.00 USD   
Order Total   91.00 USD   
Total Discount   10.00 USD 

Business Response: Dear *****,

We have adjusted the price of your jacket to $48, reflecting a 50% discount on the jacket.

You should have received an email updating you of this price adjustment.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

Consumer Response: Dear sir,  I'm very satisfied and happy for the outcome of this complaint the same can be closed.I'd like to appreciate Abercrombie  for the prompt and efficient solution of this matter.God bless them all of you in these Christmas .
Thanks
***** *****

 

11/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered merchandise from Abercrombie & Fitch using their website www.Abercrombie.com . I ordered on November 2, 2013 and received an email on November 2, 2013 with an order confirmation (order #####) and estimated delivery date on or before November 11th, 2013. My bank account was also charged for the amount of $95.45.

On Novemer 12, 2013, I contacted customer service at approximately 5:50 pm (CST Time Zone) and spoke with a representative named **** (would not give me an employee number or last name). **** stated the order did not get placed and he would forward the order to the A&F Shipping & Tracking Team and 'hope' they process my order, and that was all he could do. I asked to speak to a Supervisor, he stated he has training as a Supervisor and no Supervisors are available, nor do they have contact information. I asked for the contact information for the A&F Shipping & Tracking Team, he stated he did not have any contact information for them (no email or phone number). He then stated I 'might' get an email response in 24 hours or maybe 48 hours. I called back 8 minutes later to cancel my order and obtain a refund and taked with *****. She provided me with the same information. I have now paid for merchandise I did not receive, and told I 'may' get a response.

Desired Settlement: I would like my merchandise or a refund, whichever is the easist and quickest way to resolve this issue. I will take my business elsewhere.

Business Response: Dear *****

We apologize for the delay in receiving your order.

Your order has shipped (#######) and is scheduled to arrive on 11/19/13.  We have gone ahead and applied a 30% off discount to your order.  You will see a credit of $27.02 to your Visa ending in ####

Again our apologies for the delay and we hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

11/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Abercrombie & Fitch was advertising on their website for 30% off when sign in into the club exclusive for the discount coupon. When sign in and click on the exclusive, it gives an error. I have tried several times and it does the same. I have tried 2 other differnt computer and my cell phone, it all gives the same error. Call the customer care about this, was very rude to me. Didn't provide any help whatsoever. False advertising.

Desired Settlement: Honor your advertisement, and have a better customer service. Request a highest coupon available given the trouble I have gone through.

Business Response: Dear ******

We apologize for the error you experienced on our website.

We have sent you a 30% off promotion that you can use online.

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Abercrombie & Fitch

11/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: HiI placed a order on 09/16/2013 on Abercrombie&Fitch website.The order number is ##########. AF shipped this package to my home, but I do not receive it. I check the tracking number ####### from Fedex it shows that this package has already returned back to AF store! And I call AF and send e-mail for many times. They told me to wait for it! I'm waiting for a long time. I can't wait so I came here to ask my refund back!Thank you

Desired Settlement: Get my refund as soon as possible!

Business Response:

Dear ******

We are sorry to hear you did not receive your order.  According to the tracking information, an attempted delivery was made on 9/26/13.  Because the address was "closed" your package was went back to the post office so you could schedule a re-delivery.  Since the redelivery was not scheduled, the post office returned to sender.  Once we receive this package it will be returned and your original form of payment credited

Sincerely,

Abercrombie & Fitch
Customer Service

11/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 2th, I placed an order on Abercrombie.com website. This is the first time I have ordered online from this company. Few days later I check my order and it showed "cancelled". I have called and email about this. Later I received email accusing me of resale. Hello..this is the first time I have order, and what part of the order seems resale to you? Again, I am not a resaler.

Desired Settlement: I'd like for the prices of my items honored as the prices are higher now and unblock my address as I am not a resaler.

Business Response: Dear ****

Please see the terms which you agree to upon placing your order:

http://www.abercrombie.com/webapp/wcs/stores/servlet/CustomerService?textKey=HELP_SALESTERMS&catalogId=10901&langId=-1&pageName=sale-terms&storeId=10051

Due to your order history, we can no longer accept future orders from you.

Sincerely,
Customer Service
Abercrombie & Fitch

Consumer Response: There must be a mistake!  My family and I just bought this house from a foreclosure.  This is the first time I have order from your guys.  No, we are not a reseller.  Just normal people who shops at A&F.

Regards,
*** ***





























Business Response: Dear ****

This order was canceled and we will not accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website.

Abercrombie & Fitch
Customer Service

Consumer Response: Why is this company repeating the same message.  Did you not read my response?  

 
"There must be a mistake!  My family and I just bought this house from a foreclosure.  This is the first time I have order from your guys.  No, we are not a reseller.  Just normal people who shops at A&F."

Regards,
*** *** 

Business Response: Dear ****

This order was canceled and we will not accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website.

Abercrombie & Fitch
Customer Service

Consumer Response: Business lies.  I am not a reseller!!!!

Regards,
*** ***






























Business Response: Dear ****

This order was canceled due to your order history and we will not accept future orders from you. Abercrombie & Fitch is a private label brand and to protect our intellectual property rights, suspected resale of our merchandise for personal or business profit is strictly prohibited. For additional information regarding our Resale Policy, you can check out our website.

Abercrombie & Fitch
Customer Service

11/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gilly hicks has poor customer service. First of all the order does not show up on the gilly hicks login account. Gilly hicks reported tracking number which I checked. It state that it went through fed ex and usps delivered it. I called fed ex and fed ex stated usps service was responsible. I called USPS and was unable to get through, USPS website reported delivered but did not receive package, unable to find package. Unable to file claim Email x 2 to gilly hicks and state they could not do anything more, not even offer to refund or attempt to contact usps. Spoke to one rep tiffany and state i should recieve an email. Did not recieve and email spoke to ashleigh who state if shipping team could do nothing then wait on usps and there was nothing further she could do. My package was worth 100 dollars, no insurance no sign confirmation. Felt I was cheated and lost 100$ money. Poor business practice quick to take my money but unable to ensure i got the items.

Desired Settlement: Did not compensate, did not refund, just state they could do nothing for me.

Business Response: Dear ********
We are sorry to hear about your difficulty recieveing your items. 

As the attaced tracking information shows, this package was confirmed delivered on October 11, 2013 at 10:46 am.  We recommend you file a claim with USPS.  Below is link in which to do so:

https://www.usps.com/ship/file-domestic-claims.htm

We hope to see you shopping with us again soon.

Sincerely,

Customer Service
Gilly Hicks

Consumer Response:
Gilly hicks has promised me to resend the package again at no additional cost but has failed to do so. I called multiple customer reps and multiple emails with no response. The costumer reps tell me different things such as shipping needs to approve or its still in process and there is nothing they can do. They won't offer refund or another compensation

I am UNABLE TO FILE domestic claims with USPS. It will not recognize the tracking number you have given me. USPS was called and stated it was not their issue that the claim number wasn't working and to contact gilly hicks and that I need to learn a valuable lesson not to purchase from such a company again.

Here are the emails:



  ********

 
We're sorry to hear you never received your Gilly Hicks order #####. Here's how we can solve this.
 
Your merchandise is going to be resent at no additional cost using expedited delivery. Once the items are shipped, you will be notified via email.

We are glad we were able to further assist you.
 
******
Customer Service
Gilly Hicks
Check us out!













 

 
Thanks ******* appreciate that someone is attemptng to resolve this situation.
 
Looking forward to shipping information thanks

 
Hi, I havent heard about my shipment with the order. Please advise.
 




Hi
Where is the shipping information? I am not happy with the service.
 
 
hI i have not recieved my shipping confirmation for  my order

 
Dear Gilly Hicks,

I demand this incident be escalated to the manager. I have been corresponding over a month in regards and have filed incident with the business bureau to resolve. I have been told I should be resent a package and that was on 10/23. This is poorest customer service, I have spoke 11 reps. I am very tempted to file a report. Please resolve this or you will lose a very loyal costumer.

See the emails below where I have contacted multiple times with NO REPLY.


Regards,
******* ******


Business Response: Dear ********

We have resent your available items at no additional cost using expedited shipping.  We have issued a credit in the amount of $103.49 to your credit card for the sold out items. Your package should arrive within 7 business days.
 
Since there are issues with receiving packages at the shipping address provided, you must use an alternate address on future orders.
 
If the original package does arrive, you must return it within 14 days. Send the original package using the smart label and we will waive the fee. If you do receive a duplicate package and a credit is issued, notify us immediately, otherwise you may incur additional charges.

We hope to see you shopping at GillyHicks.com again soon.

Sincerely,

Customer Service
Gilly Hicks

11/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On August 27th, I placed an order online (Order###) in the amount of $151.34. I never received the order and contacted customer support via Email. They told me to wait a few more days, and if I still had not received it to email them back. So I did just that, waited a few days and still nothing. I was told that they were going to send me a replacement order (Order #######). I emailed back and stated that the things that I had ordered were for my brothers birthday, which had long passed. I ended up spending additional money on him to get him something else, since this order did not come.. The customer service agent stated that she was unable to cancel the order and that when I received my free replacement order that I could then simply return it and get my original refund from order##### of $151.34. I returned the package and I received a refund confirmation of $0.00 for the replacement order instead of the $151.34. I expressed my concern once again to customer service via email and was promised it would be taken care do within 48 hours. It's now a week later, I have been emailing and being promised that my case has been escalated- I still have heard nothing. I have even sent several emails trying to get a response with no luck. This has been an overwhelmingly long ordeal and I am beyond frustrated. The incident number I was assigned was ##### My Original order that I never received was ########. My replacement order was ##########, this order was returned.

Desired Settlement: Refund of my original order that I did not receive.. $151.34 to my Ma