I am so frustrated with this store and their customer service. I placed an order online and had it shipped to the store. I went to return two items a week later. They did not give me the correct amount for the return. I have been going back and forth with customer service for the past week. There is no resolution. I sent copies of my transactions. I just don’t get it! I can’t speak to anyone and I want my money.
Review by Piyapong2 months ago
Visited the store on 11/01/2020 received excellent customer service from the female store manager she was very very helpful n polite.👌👍
Review by Bhupal2 months ago
how disgusting they charge £9 for a return 🤮 they should mention this before we buy, so I would never even bother to order from this company, and will never order again anyway 👎👎👎👎👎 thiefs!!!!!
Review by Chapichapo2 months ago
I have ordered from this company multiple times and will continue to do so ! They always bring my package a couple days early. Exchanges in store are quick and easy. Customer service is also very helpful!
Review by BLaura Kyllo2 months ago
Love the quality of their items but £9 to return EACH parcel is a joke. Hollister is under Abercrombie and Fitch so don’t understand why returns can’t be done at their stores. There’s only a couple of A&F stores in the south of england. Nothing up north. So this has put me off ordering online unfortunately, meaning they’ve lost a potential loyal customer. Hope they change their returns policy.
Review by Muvverhumper Ifeliha3 months ago
I bought on line in the sale a hooded top for £27.30 but at the check out as I was paying it suddenly switched to normal price of £39. Immediately rang customer service to get a refund of the over payment but they were USELESS. I now have to take delivery of an item I don’t want because they have fiddled the cost at the last minute, then return the item and wait for a full refund. DISGUSTED !!!!! I wanted to speak to a manager of the all centre but they refused.
Review by Jossue3 months ago
Terrible. So they advertise that you get 15% off your entire purchase and it will apply automatically to your bag. Figures it doesn't work. I open up the chat feature and Alexis the person on chat says the website is not working properly and that she can send me a 20% off discount code. I was like ohhh great! but then she tells me I have to make an account to receive the percentage off? I don't shop with Abercrombie at all and I just wanted to purchase two dresses but I couldn't do it without creating an account. Abercrombie's website is NOT seamless at all and for being a bigger company like they are, it is truly disappointing.
Review by Misterteee Vannah3 months ago
£9 to return two items that cost £24!!! This should be made clear when buying clothes online!!
Review by Gurmej Sebakhy4 months ago
The worst customer service I have ever had to deal with. I placed an online order 20 days before christmas so I can get it on time. After placing it, I received an email saying the item is on back order. I gave it about a week then decided to call and cancel the order since it was still on back order. The rep stated that the item is no longer on back order and that I would receive it the day of christmas eve as it was ready to ship, she also stated that she changed my delivery to next day delivery for me to get it on time. Christmas came and I didn’t receive my item and it wasn’t even shipped yet. I called customer service and the rep stated he was gonna help me by finding the nearest store location that has my item so I can go and pick it up myself. And so he found a location that was 40 mins away from me which according to him had the item I had ordered. He then cancelled my online order and placed a new one for me to pick up in store and he told me I can head there. So I headed there while on the phone with him finishing everything up. I drove 40 mins and once I got to the store, there was no order under my name, I showed them the item and they stated that they’ve never carried that item in the store and that customer service doesn’t know what they have in store because their stock is never accurate. I called customer service as I was really disappointed that I just drove 40 mins For no reason thinking they would find a solution for me. Little did I know that I was dealing with the nastiest customer service ever, the person I spoke with was very rude and clearly did not care about the stupid and unprofessional situation that I have went through with this unprofessional company. She stated she can’t do anything for me and that she would give me 20% on my next order as if I was ever gonna order again from that company. I then told her no thank you, I would like to cancel my order and she did not even hesitate to cancel it. She right away canceled it and asked if there’s anything else she could help me with. They do not care about their customers and their satisfaction. Worst. Customer. Service. Experience.
Review by Bafford Senioridy4 months ago
Sassy aggressive customer service reps. You ask for a discount and they treat you like poor trash then hung up. Nasty high school attitudes. Hire professionals please.
Review by Dasen4 months ago
Shocking customer service . Desperately trying to escalate a complaint the the CEO . No one can actually resolve an issue with a faulty product . Totally incompetent in customer services ( Sarah ) who really struggles to Understand an email in English !!!
Review by Flgirl Barns4 months ago
Wish I could give them 0 stars.
Abhorrent company. No customer service. Spent over £700 in their sale, their sizes are all over the place (made in poor overseas warehouses?). Some garments I purchased multiples of in the same size but different colours, they had 2 sizes in fit between them. One garment I bought in the same size and colour in two different orders, it was meant to be the exact same top, yet one was twice as big as the other. When trying to exchange a lot of items online no exchange was available due to the sale causing items to sell out fast. ABERCROMBIE CHARGE £9 PER RETURN to use their enclosed return label when not having any exchanges, even though if an exchange isnt available it is not the customers fault. Also, there is no way to combine postage if you have multiple orders, they charge £9 per order. They also do not allow multiple exchanges. The first tops I got were very undersized so i went up 2 sizes on the exchange, they arrived more like 4 sizes bigger. The online site would not allow a second exchange and wanted £9 per order to return, also losing the discount voucher i had applied to the items which had been earned for spending over a high threshold. The only way to get the items in another size (second exchange) is to repurchase them as a new order without the earned discount from the original and paying new postage again on top, in addition to the £9 return postage of the originals! Went on 4 tubes and a train to try and return my orders in-store to avoid the £40 return postage between the various parcels, only to be told you cannot return online exchange items in-store, only via post, paying the postage for each one. On their return invoice slips which are enclosed with orders it blatantly states you can return in-store and does not say this is not applicable to exchange items. Sent away from the store having exceeded my lunch break as they took so long figuring this out from customer services (weren't even aware of this policy on exchanges themselves or why the till wouldnt allow a refund) Told me they could put some of the money, the first order, on a gift card for me which I could then get customer services to transfer to a refund, but this was false information and I lost the money on the items they transferred to gift card. The rest of the items I was left lugging back with me on the tubes and trains. Had to work late to make up the time. Have emailed 5 times over the last 2 weeks, no reply from Abercrombie despite spending so much with them. Horrible company, no customer service. Will not shop with them again. IF TRYING TO RETURN YOURSELF TO AVOID USING EXTORTIONATE LABEL THEY ENCLOSE, THEY GIVE YOU AN ADDRESS IN THE NETHERLANDS TO RETURN TO!!! SPEND YOUR MONEY ELSEWHERE!
Review by CSpenc4 months ago
Good quality clothes but their return policy is shocking. There is a return label in the package which arrives (Royal Mail 48 hour second class) but the cost of using this is £9.00. The company say I could have used my own way of returning the package but this is not clear on the website.
Review by Mandey4 months ago
Very poor sales for Black Friday. Advertising on their social media that there's 50% off for black Friday, but only for their USA customers. Guess what the UK gets, 15%!!! Quite clear who their favourite customers are, will be avoiding in the future.
Review by DeTwill5 months ago
They deducted £9 (yes £9.00) from my refund for using the PREPAID Royal Mail label they sent with the item. Absolute thieves. It’s shameful.
Review by Puput5 months ago
Ordered online need to return return 1 item back, website stated there is a shipping cost when using their courier so I send it with a cheaper courier turns out the location of the return address is a warehouse (deliver anything there would need to pay for the warehouse fee which is even more expensive than the product ). So I get the package back and talk to A&F staff (online chat)
First staff said will wave the fee
Second staff said the first staff I spoke with will wave a "return fee" but still have to pay for the "courier fee"which there is no such thing as return fee on website.
They only have 1 retail store in the entire city.
They should know if pick other courier to send the package back will have an expensive warehouse fee and didn't even put this info on website. I am sure a lot of people could come across the same situation.
Review by TheYann DeJournette5 months ago
I went to an abercombrie store yesterday, as I had a small bag from a make-up store, something inside the bag was sensitive to the alarm, so when I entered the abercombrie store he set off the alarm came 3 shop sellers and asked me what had happened I explained that I thought it was the hair remedies that had some aluminum packaging, they were probably laughing because I have a accent to talk about because I'm not a Native American, they said that I had tug in the store, I was asked laughing and mocking if I had stolen, I said I had the invoice, she said she would have to check my goods, but I wanted to take my bag with her, could not be on a table in front of me, I said you can do, but it has to be here near me, she once again stated that I had stolen in the store, and I was only with makeup, as far as I know the store does not sell makeup. Anyway, when she realized she wasn't doing right she said with horrible words, leave the store, you thief, I was with a friend who shocked the seller's behavior, she then said she was going to kick me from the store "with those words" I have never seen anything so absurd coming from such a developed country, I am shocked by the reaction, because I clearly see a case of discrimination and abuse, it not only emotionally assaulted me but also denigrated my image in front of people passing by, I never put my feet in this store again, I do not recommend and I will always tell people what happened, in addition to seeking my rights with the authorities, I will make sure that this will not happen to other people, because surely this is a problem of education of these employees, because we have to be hospitable to any race and background, discrimination is a crime!
Review by Druene6 months ago
I love the clothes and out of a bag of several items, I’m returning 3 light ones. I got so far along with the return process and then realised £9!!!!!!! Is the charge for sending these back. That is extortion. It’s a UK address! Abercrombie and Fitch, you charge well over the odds for these clothes as it is. I won’t order again, with that charge.
Review by Zetcke6 months ago
I purchased items online totalling £102 but never received delivery information so had to email them for updates.
Now the annoying part is having noticed the sizing was wrong they insist on returns going to Holland and not a UK address.
For this return you will get £9 deducted from your refund.
What a rip off this is absolutely no customer service just greed.
No problem as they have just lost a long term customer and three other members of my family.
Shame on you A&F
Review by Sephali6 months ago
Received a shirt that had a horrible smell of c**p. Don't know where it had been! I sent them an email and was only told to return it. Then they charged me £9 to send it back!
Review by Bafford6 months ago
Two weeks ago I made a purchase on the Abercrombie & Fitch online store. My package was sent to the wrong address by the USPS so I was very concerned since it was not covered by insurance :( I contacted A&F about it and they gave me a full refund. I truly appreciate the great service they provided.
Review by Alek Jande6 months ago
Got a new bottle of A&F Fierce Cologne in the A&F Store in SF. Had this Fragrance over 15years. The new bottle doesn't smell the way it should. Reported with pictures of the bottle, box and credit card statement as I don't have the original receipt anymore. With all my documents they can't find the transaction and can't help. All I got was a 40% discount for Hollister products. Probably H&M has a better customer service. Very disappointed
Review by Finidi6 months ago
Disgusting customer service!!!! I placed my first online order and sure as hell the last one with this company. Their courier company (Landmark) SUCKSSS! They didn't show up to my door to deliver the package, nor even made an attempt to deliver and left no notes to pick up from their location. I called company four times within a week of interval to follow up on my refund which they never did. Their customer service representatives were going in circle every time i call. and i have to end my call with their words that "madame you will be receiving refund within three business days" Which is totally BS! This people neither deliver any of my package nor refund my money back even after placing an order of more than a month now. I am still chasing them for my own freaking money. DO NOT SHOP WITH THIS PEOPLE. They are fraud and charge your credit cards and deliver nothing to you.
Review by Onicala Dreuc7 months ago
I too was fooled by this outrageous £9 fee for returns. Given that so many websites offer this free now it was my own fault for not checking the returns policy first however i was lucky enough to return the item to the store which got my refund back. I was also abit dissapointed with the £5 delivery charge which wasnt even that quick and noticed on the website they have a 'right to cancel process' so i filled this out as long as its within 14 days they refund you your delivery charge. So luckily enough i was able to get all of my money back. Its such a shame as my items were only cheap and i did want to exchange the sizes but due to the ridiculous delivery and return charges i couldnt and now i would say avoid this website unless you live by a store and can get free delivery and free returns there otherwise you wil pay around £15 an order extra. Which is a shame as the clothes are lovely.