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Jason of New Orleans LA (11/14/08)
I purchased a 60$ polo shirt in august and wore it twice and noticed holes in it around the back collar and towards the bottom. So It sat in my car for two months and then next time i went to the mall I brought it back expecting I would be able to exchange it for a different one. NOPE! They said it had been too long since the purchase date and insinuated that I had probably put the holes in the shirt. I know now that the holes were probably caused by the security sensors as I've found several complaints online about this same problem. I argued wtih the manager and she gave me a card with a 1 800 number and they said that the manger makes the calls. I will never shop at any A&F again.
Out of 60 Bux.
Dawn of Santa Ana CA (10/21/08)
I purchased a shirt for $49.50. When I returned it, Matt the manager of the Southcoast Plaza, Costa Mesa store, refused to give me $49.50, and only gave me $28.90 for my shirt, eventhough the shirt was NOT on sale, and ALL THE SHIRTS EXACTLY LIKE MINE were tagged for $49.50. Matt was verbally abusive. When I phoned their 888 complaint line, the rude witch told me they will not over-ride their manager's decision, even if the manager is wrong.
lost $20.60.
W. of Greensboro NC (05/01/08)
I received authorization to return 2 shirts that I received as a gift. I have USPS Insurance and Delivery Receipt documents. They refuse to refund my $170.00
Joy of Islip NY (04/25/08)
My daughter (16 yrs old) tried to place an online order using her American Express gift card on 4/9/08. She was told the card was declined, so she cancelled the order and contacted A.E. She was told by A.E. that Abercrombie did in fact take the money. She waited to see if the order arrived even though she cancelled it. It did not.
Upon contacting Abercrombie again they said she would be reimbursed the $47 in 10 days. It has been 16 days - she still does not have her money and she is now getting the run around by both Abercrombie & A.E. She has been trying to handle this for hours on the phone. It is disgusting that she has been taken advantage of for so long.
Erica of Clearfield UT (01/02/08)
My mother purchased Abercrombie & Fitch perfume for my sister for Christmas. She didn't like the smell of the perfume that was given to her so she drove from Paradise, Utah to Salt Lake City which is about 90 miles, to exchange the perfume with another one that she does like. We went inside the store what she liked. We took it to the register to do the exchange. The clerk said they do not return or exchange fragrance, but we could speak to the manager. He told us the same thing. We asked him for the reason why, and he said that they decided as managers to stop exchanges and returns of all fragrances. We all were pretty shocked and asked for the complaints department, and he gave us a card with a # on it. I asked him if I could use his phone, and he said no. So I called on my cell phone.
I spoke with the customer service lady; she stated that she was confused on why we were calling her. She suggested that we come back at a later time and speak to someone else or go shop at a different Abercrombie store. I asked the customer service rep if it mentions anything in there return policy about not being able to return perfume. The rep said no. The rep then asked to speak to the Manager of the store so we went looking for him, but he hid in the back room of the store and sent out an assistant manager. She told us that in the policy it says indirectly that she can refuse exchanges. I read the policy online and on my receipt, and from my understanding of it I can return any item that I'm unsatisfied with as long as it is in its original form. Furthermore, it says nothing about excluding frangrances for return or exchanges. The assistant manager was not helpful and very rude. We will no longer be Abercrombie & Fitch customers!
Robert of Rockport TX (01/01/08)
I took my daughter there on 12/27/07 to spend all the gift certificates she requested for Christmas for the clothes she wanted from Abercrombie, an over-priced line of clothes that has young people mesmerized by the brand name. We spent almost two hours shopping in the store selecting matching items that she liked. The rack with this item only had small and medium sizes; the young man helping us looked all over the store for a large size. As he was looking, my son who was with us found a large on a mannequin in the center of the store; we asked for that one, and he said it was store policy not to take anything off displays, although as he checked the size of that one it practically fell off, only being held on with two straight pins. My son went to the counter and asked the manager on duty who was working a register, and she told him we couldn't have the one off the mannequin. I could understand if it had to be completely undressed--but a jacket which could have been replaced in less than 30 seconds and not available for sale is inexcusable.
Frustrated and angry, we replaced several items, only bought a couple items, cashed out and left the store. We went down the mall and spent the rest of our money with another retailer. To make matters worse my wife took her back to the mall to finish shopping two days later, and the jacket was gone and replaced with another one. We will NEVER by another Abercrombie item again, and I will BAD MOUTH the company every chance I get........count on it! What a ridiculous policy for a clothing retailer. I build custom homes for a living, and if I told my customers "Sorry you cant have that," I'd be out of business quick. What happened to customer service, where sales are their livelihood?
Jane of Lakewood Colorado CO (10/11/07)
I live in both the USA and London in the United Kingdom.After picking items on Abercrombie's USA website, while in the USA I phoned the USA phone number on the website to order several items. I was quoted prices for these items in dollars the same as the website prices. I paid with an American dollar based visa that has my London billing address attached to it but the items were purchased in America and shipped to my American address. AT NO POINT DID ANYONE TELL ME I WOULD BE CHARGED BY THE UK BRANCH OF THE COMPANY NOR THAT I WOULD BE CHARGED THE UK PRICES WHICH ARE DOUBLE NOR DID THEY QUOTE ME IN BRITISH POUNDS! I purchased the items while in the USA as I know they charge double the price in the UK. When I recieved my visa bill The charge was stated to be a UK not a USA charge and it was double the price I had been told and was in pounds! When I phoned the company they said it was because I had used a card with a UK billing address. Had I been told this when making the order I could have used a USA card I have associated with my USA billing address or better yet gone to the store right in my town and paid with the same card and I would have been charged the USA prices and been charged in dollars. Instead of a $400.00+ bill I havended up with a $800.00+ bill. Don't they have the resposibilty to inform me I will be charged in pounds at different prices? After spending the past 17 years living in both countries this is the first time I have ever seen a company try and pull something like this.You would normally only expect to see a British pounds charge if I was using a UK based pound Serling card in the USA! And even then if I had used it in the store I still would have paid USA prices which are half the UK prices. I put in a formal complaint to the company and been told only they will review it. What they should do is refund the charge and allow me to use my USA card that has a USA billing address and charg me exactly what I should have been charged: the usa dollar prices for the items in dollars.
The cost has been double what it should have been as the pricing structure here is twice that of the USA for the exact same item It has cost me an extra $400+ dollars
Estela of Bolingbrook IL (05/25/07)
I was in town for business and decided to pick up something for my kids at he Walt Whitman Mall when I saw the ABERCROMBIE & FITCH store.. my kids love this store so I browsed around for about 45 minutes..deciding on what to get them. I had a handful of items when I saw some hoodies on sale. I was looking for A small and large size in different colors for my boys when I saw that some had 2 prices on the tag of 39.95 and 49.95 ...So I asked the young lady on the floor which one was the right price she said it would be the lower price of 39.95 (which I figured was the right price too but I just wanted to make sure.) When I went to purchase my items the young sales lady saids that the price was wrong and the hoodies were really 49.95..I mentioned to her that I had already checked with the floor person and she had quote the lower price too? and she said No she's wrong it rings up as 49.95 so that the price I asked her then why were they marked incorrectly..as I had seen several hoodies with two prices on them and that it was misleading and she said because everyone know that the real price is what the cash register rings up... I then asked to see a manager because I told her they should be honoring the lower price. A young man came in and asked her what the problem was but did not look my way. She then told him I'm tring to explain to this lady that the prices on the hoodies are wrong but she doesn't seem to understand. I then stated that I did understand the register was bringing up a different price my question was why were they not honoring the the lower tagged price as I thought it was misleading and the young sales lady on the floor had also confirmed I would be charged the lower ticketed price and then he simply told me the young lady on the floor did not know what she was talking about and that the price on the hoddies had gone up and they had not had a chance in changing the tags. Then he simply said he COULD give me the lower price but he was not going to!!!! I honestly did not know what to say..I was so shocked I placed all my other clothing items on the table and said then I said I then dont want to purchase anything out of your store either and walked out. My only regret is that I did not get the Managers name. What ever happened to valuing customers and jump through flaming hoops to keep them happy. Apparently not a ABERCROMBIE & FITCH!!!
NO DAMAGE WAS DONE JUST MORALLY LET DOWN ... what happened to valuing customers and jump through flaming hoops to keep them happy. Apparently not a ABERCROMBIE & FITCH!!!
Tony of Fairfax VA (03/17/07)
What a nightmarish experience at this location. We had guests from Spain, they bought $300.00 worth of merchandise from this store in Potomac Mills, Woodbridge VA. They were told they could buy only 2 pairs of Capri pants ($9.99 each). They wanted to buy 3. There was a pair of Jeans (Clearance) $19.99 with the Logo removed and the cashier purposely rang up $39.99 claiming they routinely did that when there are no tags (the highest price pair of jeans is $39.99 at this outlet location). No apologies for the incident or responsibility for their actions in attempting to bait us into paying double the price for the jeans.
We called their toll free # and spoke to Amy on 3/16/07. She said the store staff had wide latitude as to how to treat their customers - suggesting that the employees could treat us however they wished. On exiting the store the alarm went off. A lady checked the bags and removed the sensor which had not been removed due to sloppiness and checked the receipt also. They must have known we paid, yet they insisted on checking the receipts - how ridiculous, all the surrounding employees had been near us the whole time at that counter - approximately 5-6 of them!
I and my relatives will never visit their stores again. What arrogance!
Susan of East Northport NY (12/23/06)
My three sons ( age 17, 14, 13) were given gifts for the holidays. Two were the incorrect sizes. I went to the Walt Whitman Mall location for an even exchange for the correct sizes. Due to the fact that the items were gifts and I did not have a gift receipt nor the original receipt, I was asked to pay about $12.00 per item for the even exchange - same shirts, different sizes.
When asked to speak with the Store Manager, he stated that this was the Corporate Policy and that's it.
So now I have two shirts which retail for $49.95 in the wrong sizes that I can not exchange with a fair return or exchange policy....PLEASE HELP!
I was offered a credit of $34.95 for each item and in order to exchange to the correct size, I was requested to pay an additional $12.00 per item.
Lisa of Marilla OR (08/19/06)
I purchased a pair of pants that had a belt on it. The pants were folded on a shelf marked for clearance with the belt on them. The cashier said that the belt did not come with the pants and removed it. The belt was not tagged seperately for sale. In my past experiences with the retail sector, if an item is on a garment and is not tagged for seperate sale it comes with the garment. Even if it is used for asthetic reasons, there is usually a tag on it for resale or it is marked in a way which states it is not for sale.
The cahsier removed the belt and informed me that even though there was no seperate tag on the belt, the belt did not come with the pants. I felt that this was a case of false advertising. In my opinion, Abercrombie & Fitch are the biggest culprit of false advertising and are able to do this on a continuous basis. The manager and the cashier were very rude.
Mandy of Crownsville MD (12/17/05)
I always feel uncomfortable when I walk into an Abercrombie and Fitch. So, I stopped going in there. I have never experienced good customer service, and even overheard an employee talking about a customers appearance in a negative way. Shame on you for hiring such tasteless employees! Now I recently started to try Hollister, their sister company. Not only are the lights to low and the music to loud, but the same rude employees work there. They never ask you if you need help, they just ignore you. I have never seen anyone in there who goes on their lunchbreaks to eat an entire meal. They would probably vomit. But whatever keeps you fitting into those small fitting clothes right?? It's not even fun to walk in there anymore, I always wonder how I will be treated. Shame on Hollister, Shame on Abercrombie for creating a company who promotes racism, anorexia and discriminates against dogs. Who are you going to anger next? Maybe the elderly, disabled or members of the armed forces??
Sometimes I wonder if Hollister is a clothing store by day, and a DISCO BAR by night. They need to make up all the money they lost because of their bad marketing campaigns. HAHAHA
Terri of Lonoke AR (10/24/05)
My daughter purchased a jacket that was a little over $200.00 a couple of weeks ago. It had not been cold enough to wear it until this weekend. When she put it on, I know noticed a hole cut in the back of the jacket. It was not a tear or rip but a cut that looked to have been made by a box cutter or knife. She went to the store to exchange it for another jacket. Not to get money back, but to get another jacket. The store manager said she had to have the receipt. I called and talked to the manager and was informed that he had to have a transaction number to do the exchange and could only get that from the receipt. I then called the A&F customer service number and was assisted by very helpful people and was able to get the transaction number for the manager to do the exchange. I called the manager to give him this information and sent my daughter back to the store to get her new jacket. When she arrived the manager informed her that the information was not what he needed after all. My daughter called and told me they still wouldn't exchange her jacket. I then spoke with the manager again where he informed me that the people and the A&F customer service facility had given me the wrong information and that he could not and would not do anything without a receipt. This was obviously a cut that was in the jacket when it was purchased. The jacket is stark white and has not been worn. I called the customer service facility after speaking to the manager the last and was told that they were sorry for the incidence but could not make the manager exchange the merchandise, as manager it was his personal call.
I spend a lot money in this particular store. The customer service department did not have any problem helping me resolve this matter. I don't if this particular manager was having a bad day, is just a natural born jerk, or a kid with a smart mouth but I don't see how exchanging a damaged item for the exact same item should such a big deal. This Abercrombie & Fitch is the only A&F store in Little Rock, Arkansas, so it would have been obviously that it came from there even before I contacted customer service.
Jennie of Clearwater FL (08/01/05)
I was looking at your website and I saw something that was quite offending. I saw your T-Shirts that said Run Katie Run and What is Scientology? Really... How do you know that Katie needs to run? I have many friends who are married to men or women whose age difference is more than sixteen years. My parents are twenty years apart. I have also seen other racial and religious racsism previously in this store.
This crosses the line however, Scientologists all over the U.S. are planning to boycott this store, as am I. Some of them are excellent customers of yours.
As for the shirt about Scientology, have you ever walked into a church of Scientology and gotten introductory services? Have you ever taken any courses and after gaining personal experience then decided you don't like it, well if you have than that is just fine. If not you should try it, the community of Scientologists is quite friendly and would be more than happy to welcome you to the church.
Don't make a judgement until you have first hand data.
You have lost thousands of dollars by making these signs as we are boycotting the company and all its stores.
Joy of Biloxi MS (01/23/03)
My friend and I entered the abercrombie store where we were stared down by the employees and snubbed. Unfortunately I I like the clothing that the company has to offer, so I put myself through the horror of dealing with the worst people ever to buy clothing. As I walked in, with the absolutely intent to buy everything I liked (which is a considerable amount of money since everything is so over-priced), I was repeatedly snubbed and turned away from for no apparent reason. Now I have heard many times that employees from most stores in malls will not offer to help people who come in looking rather unkempt and shabby, but this is ridiculous! In no way is this behavior justified for ANY reason. I am under the impression that when I am shopping at a store, I should be helped and at least acknowledged for being in the store. Anyway, I stand by the doorway to the changing rooms and one of the female employees walked past us while looking at us, went to a different part of the store, turned around and walked right past us again. She proceeded to go back behind the check-out counter even though there were two other male employees already there. Her services obviously weren't needed. My friend finally had enough so she walked over and politely asked if she could have a room. One of the male employees snatches his keys off the counter and walks towards the changing rooms as if we were only there to waste his time. After having unlocked the door, he throws it open and never looks at us once. At this point in time I am outraged and decide not to buy ANYTHING. I take all of the clothes off their hangers and throw them on the bench so that the RUDE employees will actually EARN their money by re-hanging and putting up everything that I had. Every experience that I have had at abercrombie have been nightmarish to say the least but this was the last straw. Please try to get ahold of the district manager of the Alabama area or something because it's outrageous and I'm sure I'm not the only one that feels this way.
A.N. writes:
I was a visitor to the USA, I saw products in the store that I liked. On Saturday, July 30, 2000, we arrived at the store, which was still closed, five minutes after it should have opened. There were already a few people outside, one of them an American gentleman and his young daughter (a perfect Abercrombie target customer).
The said gentleman then decided to knock on the door, to attract the attention of the attendant inside the store, in order to find out when the store will be opening. He was ignored.
After a short time, another attendant entered the store, we asked her when she expected the store to open and why we are being ignored by the attendants looking at us from within the store (less than 10 yards from the door).
She called one of the attendants over, who could not answer the question. The American gentleman then asked if he could speak to the manager. The manager (or at least claiming to be that) then presented himself (at this time the door was still closed). The manager then proceeded to open the door (without any gesture of welcome).
The American gentleman asked the manager why he was ignored, if all he wanted to know was if the store will be open for business, as he had to exchange some goods from a previous purchase). The manager then told him that he does not have to answer that, turned around and walked into the store, then turned around again and said "I dont even want you in my store".
At this point I decided not to purchase any goods whatsoever from Abercrombie & Fitch. I also looked at the A & F web site, there is nowhere to state such a complaint. As I was a visitor there, this event could have tainted my entire experience of the USA, but luckely it was my last day there, and I have experienced fantastic service throughout the rest of the country. I need to know what other forums there are to raise this issue. Or if A&F has a forum. Maybe they endorse this type of behavior?
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