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Stores, International Stores and Direct-to 24, on Aug 24,


Unfortunately this browser is not supported. Years in Business: Reasons for BBB Rating. I'm sorry to hear that you had some trouble with a few of your returns, and that you're unhappy with the e-Gift Cards you've received. I'd like to apologize for the negative experience you had with the customer service representative, Nick, regarding the return policy and the confusing piece of direction about returning orders together in one package.

Abercrombie and fitch chat - complete abercrombie & fitch information covering chat and more - updated daily.

While it's true that returning multiple orders together in one package can delay refunds from processing, it is NOT true Abercrombie online chat customers are unable to return in this way. We've provided feedback to the agent directly regarding this misinformation that was provided to ensure a better experience going forward from that particular agent. Additionally, there is no tracking information tied to any of the return labels that were generated as a result of the returns, so we do not have a record of when the return package was shipped out to us.

It's possible that the package was delayed in returning with the carrier that returned the parcel, which could be why the distribution center did not receive and process it until recently. Either way, we apologize for the extreme delay, and will work with Landmark Global to see if we can identify a root cause for this delay. Unfortunately, per the return policy I mentioned above, we will not be reversing the e-Gift Cards as requested. If you have any other questions or concerns, please don't hesitate to reach back out to our customer service team at abercrombie abercrombie.

Two of the cut off times outlined by the customer service representative were after the date that the returns were submitted Dec 6, - see attached image. Additionally, I have made several purchases over the last few months that had my returns been processed in a timely manner not 10 monthsI would have been happy to use e-gift cards for.

Abercrombie online chat this point, after the poor customer service I've received I have no interest in giving this company more of my business and the right thing for them to do after this would be to refund me. Finally, the reason they "had no tracking information" was because after having gone so long without being processed, the returns were cancelled in their system. When I first spoke with Nick he told me no online return submissions had been made as it did not appear in their system.

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I was able to prove this was untrue with my original return confirmation s from December 6. Ultimately, this issue was in no part due to incorrect handling of the returns on my part, and so the company should be refunding me given their mishandling of the issue and the time I've had to spend resolving it. Hello Jeremy, Thank you so much for being patient while we looked into why your order was cancelled. After reviewing in more detail, we have determined that your order was mistakenly cancelled, and we want to apologize for that.

Your order got caught up in that process. We are always trying to get better and your order will allow us to learn and make improvements to the process. Because your order was cancelled you were never charged for it.

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You may see a pending charge we never charge until the order is actually shippedbut rest assured that pending charge will fall off in 5 to 7 business days after the notice of cancellation. We've gone ahead and ensured that your information is cleared to place orders going forward.

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We apologize for any inconvenience this may have caused, and hope to see you shopping with us again soon! Thanks for contacting us via the Better Business Bureau! I'm sorry to hear about your experience with our customer service department. In looking into this, it appears that a resolution has already been offered to you from our escalated customer service team. We ask that you continue to work toward resolution through them, as they are best equipped to assist with this kind of situation.

We appreciate your understanding! Thank you for reaching out to us via the Better Business Bureau!

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I'm sorry to hear your order hasn't arrived yet! It appears that a logistical error prevented your order from shipping out in time. You should have received 3 separate shipping confirmation s with tracking information for each item, as all 3 items were shipped separately.

You can expect to see this refund processed back to your Visa ending in within business days, and you should receive an confirming the credit. I'm sorry to hear you've had some trouble with a return. Please note that the date a package is returned to our distribution center is not always the same day the return is processed.

We ship and receive hundreds of thousands of packages within our distribution center every day, so a delivery scan doesn't always indicate that your package was processed.

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We apologize for any delay, or any inconvenience this may have caused to you. Please let us know if you have any further questions or concerns! I'm sorry to hear your package didn't arrive, and that you had to jump through some hoops to get it reshipped to you. I'm not sure why your order didn't ship out appropriately. They'll complete an investigation into this to help prevent something similar from happening in the future. In regards to your experience with our customer service team on August 23rd, I noticed that we experienced a slight system outage around the time you were requesting to be transferred to a supervisor, which is why the transfers were unsuccessful.

The agents would not have been aware of this issue at the time of your contacts, and for this we apologize. You should receive an confirming this change as well. Again, we're sorry for the hassle, and hope you feel your concerns have been resolved!

If you have any further questions for us, please don't hesitate to reach out to our customer service team. We're always here to help! Thank you for taking the time to reach out to Abercrombie online chat via the Better Business Bureau! I'm sorry to hear you were disappointed by the way your return was processed in our store. Unfortunately, our system can only provide you a refund in the same method of payment as the purchase was made. Since the purchase you were returning was paid for with a credit from a purchase, the only way our system can issue the refund against that is in the form of another credit.

While we understand this can be confusing and frustrating, there is unfortunately no way around Abercrombie online chat, systematically. You should receive an with the coupon shortly, if you haven't already! If there's anything else we can do, please don't hesitate to reach out to our customer service team. I'm sorry to hear your order was cancelled without explanation! Unfortunately, the system doesn't always get it right, and your order appears to have been one of these examples. I've confirmed with our internal team that this order was cancelled by mistake, and your information has been cleared to place orders going forward.

We apologize for this inconvenience, and for any confusion surrounding this! You may replace this order at your earliest convenience. Torey, Thanks for getting back to us! Unfortunately I cannot place an order over the Better Business Bureau's platform, as the information is not secure here.

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Our customer service team would be able to assist you with this over the phone if you give them a call at ! I'll make a note in your to approve the price match. We appreciate the opportunity to assist you here! Sincerely, Todd Customer Service. BBB Business Profiles may not be reproduced for sales or promotional purposes. BBB Business Profiles are provided solely to assist you in exercising your own best judgment.

However, Abercrombie online chat does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. When considering complaint information, please take into the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. As a matter of policy, BBB does not endorse any product, service or business. this Business. Need to file a complaint?

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BBB is here to help. File a Complaint. Customer Complaints Summary. Sort By. Complaint Type: Delivery Issues. Status: Answered. I put the items in one package to save on packaging - but I made sure to include each individual return slip with the package.

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After not receiving anything for a couple months, I reached out to customer service. They told me it was taking longer to process since the items were in one package. After still not hearing anything I reached out again on September 19, to find out what was going on.

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I was told again that I should not have packaged the items together per the return policy. I scoured the return policy several times and it does not state anywhere that the items have to be packaged separately.

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I pointed this out to the customer service representative and he acknowledged the error. The company is refusing to refund me.

Additional information

Customer Response. Status: Resolved. In this case, I never got a direct answer. I did my part to ensure I received my order. Until there is a resolution, I will no longer shop at Abercrombie. If you wish, you may update it before sending it.

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