Abercrombie & Fitch

Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yahoo.com
After we were made aware of Ms*** complaint, we have dropped a new gallon of paint off at the homeI believe that the customer
was happy we gave her a gallon of paintIf there is something else we need to do to make Ms*** happy, she is welcome to call our office and we will get her taken care of
Initial Consumer Rebuttal /* (2000, 7, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes he broujght what he promisedSo I am satisfied with itThank you for your help

Dear [redacted]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 ServiceAbercrombie & Fitch

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,
[redacted]

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,
[redacted]

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

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

Dear [redacted]
Thank you for contacting us about your issue.
Order 20036475185 was placed on April 16, 2014 and shipped to the [redacted] address that you have used on your recent orders. This order was placed with an email address of [redacted] 
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

Dear [redacted]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 [redacted]. Please know that this code does expire in 60 days. Again, we are sorry for the inconvenience that has occurred.Sincerely,Customer ServiceAbercrombie & Fitch

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,
[redacted]

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

Dear [redacted]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 [email protected] 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 ServiceAbercrombie & Fitch

Dear [redacted],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 ServiceAbercrombie & Fitch

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Abercrombie may refund the full amount $325.52 to my Paypal account: [redacted]I am hoping that this time I will be refunded as promised.Thanks to Revdex.com for your prompt attention to this matter.
Regards,
[redacted]

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 delivery2. Insulting me with an incomplete tos , and attemping to blame me for the lack of reading the tos3. 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,
[redacted]

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,
[redacted]

Dear [redacted]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 [redacted]?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 ServiceAbercrombie & Fitch

Dear [redacted]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 ServiceHollister Co.

Dear [redacted]
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

Dear [redacted],
We apologize for the experience you had with your online order[redacted]. We do show that we re-shipped you one of the shirts item [redacted] 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[redacted].
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

Dear [redacted]
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 [redacted] in [redacted]. 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 [redacted] in [redacted] 
The second card, ending in ####, was used on 6/29 at the [redacted] location for 21.80. It was then used on 6/30 at the [redacted] store for 140.51. 
On 7/3 the card was used for 324.76 at the [redacted] 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 [redacted] store, and on 7/5 it was used at the [redacted] store for 78.26.
We hope this clears up the usage of your gift cards. 
Sincerely,
Customer Service
Abercrombie & Fitch