Abercrombie & Fitch

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 correctPlease let me know how we can fix this issue and have my order shipped
Regards,
*** ***

Initial Business Response /* (1000, 9, 2015/08/27) */
Contact Name and Title: Beth ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wolfcorp.com
The following came from the customer service rep that worked with the couple: YesThey bought adjustable bed bases and tranquility pillowtop to
go with itThey came back saying that they have a big indent where the adjustable bed bendsI had them bring them back in to get fixed
They brought them back in one had a small stain on it so we said that we could not work on that oneWife came by and had me show her where it was stained and was very upset
They asked if this was going to happen again in a few months and break down again because of the use with an adjustable bed base and if so do we recommend any other bedI asked Greg and Dave and they said that Sedona or a sided would be betterWe gave them Sedona Twin xl at no cost but since there was a stain on the one we charged at our cost the one at We also gave them back the mattress that they had bought originally
This is Beth *** speaking now: Any mattress that has a stain, no matter how small, will nullify a warrantyThe mattresses were not defective but not the best choice to be used with an adjustable bed frameWe gave them the mattresses that they purchased back and provided one new one at no cost and the 2nd one that had a stain ($131) to cover our direct cost onlyI do apologize that they we did not have the problem corrected when we said we wereUnfortunately August is our busiest time of the year
OFFER:
I believe the situation was handled correctly except for having them have to wait an extra dayWe apologixe for that inconvenience

Dear ***,Thanks for writing backWe 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 $discount to this orderThis 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

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 $350.00-$in the Hollister store had they honored their 40% off signsThey have not addressed the 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,
*** ***

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/to 2/15/& 2/16/to 3/15/2015, as well as a screen shot of all account activity for 3/2/to the present (3/29/2015). As you can see on the statement for 1/16/to 2/15/2015, on 2/3/my Mastercard debit card (ending ***) linked to this account was charged $(USD) or $2,(Mexican pesos), with my account balance being reduced accordingly from $5,(Mexican pesos) to $2,(Mexican pesos) after the charge (see last line entry on pand first line entry on p2).A review of the rest of this statement, the 2/16/to 3/15/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/charge. (It is interesting to note that on 2/10/my account was credited $(Mexican pesos) for a return I made to Aeropostale (see 1/16/to 2/15/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 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/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,
*** *** ***

Dear ***,
Thanks for writing backPlease find two files attachedOne is a .pdf file that is a full window screenshot of the refund pageThe second is a photo of the computer showing the relevant information
Sincerely,
Customer Service
Abercrombie & Fitch

Dear ***We sincerely apologize for the inconvenience that this has caused, and that you have still yet to receive the correct pair of jeansWe 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 responseHowever, it appears that you have agreed to receive a refund via PayPal, and a new order ########## was placed with a replacement pair at $charge.We are confirming that the sku issue is resolvedIf you do receive the incorrect size again, please let us knowYou can go ahead and keep the jeans, but we will need to make sure the sku issue is resolved before sending again.Sincerely,Customer ServiceHollister Co

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 nothingI 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 workHollister 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,
*** ***

I lived in Georgia and purchased the gift cards near where I lived It is used several states away! I did not used the cardsI 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,
*** ***

Initial Business Response /* (1000, 5, 2015/08/12) */
After I received this complaint letter in the mail I addressed the situation with the project manager Mr*** *** He proceeded to tell me that he did in fact tell the complainant that he would fix the downspouts himself the next time he
was in the neighborhoodHowever, the downspout repair was not on the contract that the complainant signed, and my office was completely unaware this repair was suppose to take placeMy office did not receive one phone call from the complainant asking when this repair was going to be complete, therefore how was I to know this was the situation? When the complainant was contacted by my office, he was very rude and refused to understand the situationSince then, Mr*** has had a death in the family but still has full intentions of taking care of this issue as soon as possiblePlease keep in mind, Mr*** was doing this a favor for the complainant, it was NOT part of the contract that the complainant signed with Mr*** and Trademark Exteriors Restoration, LLCI do not believe this situation warrants a complaint with the Revdex.com

Dear ***Thank you for contacting us regarding your gift cardOur system shows that this gift card was used for an online purchase on December 28thGift 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 $
left on itWe can send you this amount on a new gift card.We apologize for any inconvenience that has been caused.Sincerely,Customer ServiceAbercrombie & Fitch

Dear ***Thank you for contacting us about your orderPer 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 ServiceAbercrombie &
Fitch

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I would like to give some update on my complaintI got in touch with Abercrombie and one of
the employee told me that they are going to reship the order to me with no chargeHowever, I didn't hear from them for the date that my order will ship
Thus for now I am also waiting for their responseI 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,
*** ***

Dear ***
We apologize for the delay in response, it appears that the original agent that responded to you is no longer on our teamThey have not responded to your latest email on 9/27/because you have opened a complaint through Revdex.com
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 $to itIt was used to purchase a gift card in the amount of $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

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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
***

Dear ***We apologize for the negative experience that you had when visiting one of our store locationsWe 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 receiptIf 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 ServiceAbercrombie & Fitch

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 $discount, can let my Christmas come again?Why not follow my advice to do?
Regards,
*** ***

Dear ***Thanks for contacting us regarding your issueWe are sorry for any inconvenience that has occurred. We will be happy to price match your new itemsWe see in incident *** you listed the items that you wantedPlease 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 numberWe will go ahead and make the adjustments on the price and waive your shipping for the inconvenience.Sincerely,Customer ServiceAbercrombie & Fitch

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 responseWe 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 cardsPlease allow 5-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 $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

Dear ***,
Thanks for writing back about your issueWe 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