Hello [redacted] We're really sorry to hear that you had difficulties using your gift cards you purchased in store Through reviewing the information given, it appears that in order [redacted] placed on 10/16/16, one $gift card and one $gift card were purchased In order [redacted] , also placed on 10/16/16, one $gift card was purchased First and foremost, I would just like to confirm that this is how your three gift cards were purchased, and these are the three that we are referring toIn order [redacted] , the two gift cards that were purchased were: [redacted] ($100) and [redacted] ($200) Gift card [redacted] ($200) shows it was used on 11/25/16, and now has a zero balance In order [redacted] , gift card [redacted] ($100) was purchased, and this is shown to have been used in another online order, [redacted] , to purchase another $gift card [redacted] , which was used 11/25/as well and now has a zero balance The $gift card ( [redacted] ) purchased in order [redacted] still shows a remaining balance of $Since there were quite a few gift cards in this circumstance, here are the current balances of the four gift cards mentioned above: Order [redacted] (10/16)- -Gift card [redacted] , balance $-Gift card [redacted] , balance $used 11/25/Order [redacted] (10/16)- -Gift card [redacted] , balance $used 10/25/in order [redacted] Order [redacted] (10/25/16)- -Gift card [redacted] , balance $used on 11/25/ I believe the missing balance you are looking for is on gift card [redacted] I hope this explanation has cleared up any confusion, please let me know if you have any other questions or concerns, or if what information I have given you is not correct with your records Thank you, Customer Service Abercrombie & Fitch
James, Thank you for contacting usWe have previously sent you a 30% off promo code for the inconvenience to email [redacted] Since item [redacted] is sold out we have sent another promo code for 20% offWe apologize for the frustration this has caused youWe are unable to disclose internal conversations but we have spoken with the agent and the necessary departments about this matterSincerely, Customer Service Team
***, We apologize for the frustration this has caused youIt looks like you were refunded £on 6/1/for the lost returnThis should appear back in your [redacted] account in three to five business days abercrombie kidsCustomer Service Team
We apologize for the frustration this has caused youOnce the items are returned to our distribution center we will be able to issue a full refund for the items and the shipping costsFor the inconvenience we have sent you a promo code for free shipping on your next order
Dear [redacted] , We do apologize for your recent experience at our Hollister CoTown East store locationWe were able to pull up your return transaction and see that you returned a pair of Jeans for $We then see that you placed an order in the store for a replacement pair of JeansThis order was delivered to your address on May Unfortunately, we do not see a second pair of Jeans that was returnedHowever, to make this right we would like to you please pick out a new pair and let us know the web item and the size you would likePlease then confirm your mailing address and we will get the replacement pair out to youWe hope to hear from you soon! Sincerely,Customer ServiceHollister Co
Dear Alla, Thank you for contacting us about your recent order [redacted] We apologize for the inconvenience this has caused you and for the items being incorrect after several attemptsWe have forwarded your order to the Operations Team so that issues like this can be prevented in the futureWe have issued you a promo code for Hollister Co, which should appear in your inbox shortlyWe apologize for the frustration this has caused you and we look forward to hearing from you soon.Sincerely, Customer Service TeamHollister Co
Dear [redacted] We sincerely apologize for your recent experience with us when placing order [redacted] However, we did receive your complaint at our Home Office on December 23rd, and reached out with the following email.We have received your recent email at our Home Office, and we have reviewed your recently canceled order It was canceled by our mistake, and we cannot apologize enough for this errorWe have gone ahead and created a completely new order, order number [redacted] We are sending you the Hollister Boot Button Fly Jeans in Black size 31x(sku [redacted] that you had originally intended to order, to help make this right we are also sending a $E-Gift Card to youYou should have received an order confirmation email, and will be receiving the shipment confirmation email once it shipsThe E-Gift Card will be coming in a separate email as wellThis order was placed after 12PM EST, so it may not make it to you by Christmas but we did select expedited shipping in hopes that we could give it our best shot at getting thereThere is still a chance that it will arrive, but you will get an update via email once there is tracking informationPlease let us know if you have any additional questions or need assistance with anything else, as we are happy to helpThank you again for your patience and understanding We never received a response from you, and do show that the replacement order we sent was delivered to you yesterday on December 29th, and you can find tracking information herePlease let us know if you still have any questions or concernsWe are happy to help!Sincerely,Customer ServiceHollister Co
Dear [redacted] , Thank you for contacting us about your recent abercrombiekids order [redacted] We apologize for the frustration caused by the recent missing packageWe were unable to resend the replacement items because of your prior history of delivery issuesAs a one time courtesy we have issued a refund of $Please allow three to five business days for the credit to appear back in your accountOnce again, we apologize for the inconvenience.Sincerely, Customer Service Teamabercrombiekids
Dear David, We apologize for the inconvenienceIf you would like to place your order again you can email your new order number to [email protected] and we will be able to manually take 40% off your entire purchaseOnce again, we apologize for the frustration this has caused and hope to hear from you soonCustomer Service TeamAbercrombie & Fitch
I have contacted my bank several times, by law they cannot remove pending charges on my accountThey stated that if Hollister cancelled this correctly they would have been notified to remove the hold All they can do is let it fall of after days, by this time the holiday will be over and it will be to late to be able to use these funds for Christmas purchases I would never use Holisters online services again, so the coupon for free shipping is a wasted gesture
Dear [redacted] Thank you for contacting us regarding your ordersWe are truly sorry for the inconvenience that has occurred.Please go ahead and replace your orders on our websiteWe have sent you an email from our customer service department as wellOnce you replace the orders, please reply to that email with the new order numbers, and we will waive your shipping costs for the inconvenienceAgain, we sincerely apologize for the inconvenience that has occurredSincerely,Customer ServiceAbercrombie & Fitch
[redacted] We apologize for any inconvenienceWe are seeing two refunds were already issued for your online order$on January and the remaining $on January Please allow 3-business days for the final refund to post.Sincerely,Customer ServiceHollister Co
We are truly sorry for your recent experience in our Sherway Gardens Abercrombie & Fitch store location when trying to make a return and for the misunderstanding of policyYou are correct in that currently there is not a time limit for online returns, and you should have been offered your original form of payment back when returning your order in storeThe only time when we do not offer original payment back on an online order returned in store is if you placed the order using PayPal, then you will only have merchandise credit as an option.We will be forwarding this on to the District Manager of this location to address, and you can expect to hear from them soon.We would be happy to look into canceling the merchandise credit you received and crediting your original order, but will need additional informationCan you provide the following?Return Receipt InformationStore #: 10075Date of return:Transaction #:Original PurchaseOrder Number:Once we have that information, we will look into this further.Thank you!Customer Service Abercrombie & Fitch
We sincerely apologize for your recent refund and exchange issue with your Abercrombie & Fitch order [redacted] At the time your order was received at our Distribution Center, it was processed as a return and we show that you have already received the refund in the amount of $back to the [redacted] ending in [redacted] on December 28, In order to receive the items that you want, you will need to place a new order.You can either place the order by phone or place the order online and then email in to Customer Service to ensure that can match the pricesYou will only be able to receive price matching on the same items in a different size or colorIf it is a different item, you will receive it for the price as reflected on the site at the time you place your orderYou will need to give the below reference # (either on the phone or when you email in) in order for the price match to be honored, as we have made notes regarding it.Here are the items that we show as returned and the items in which we will offer a price match for:A&F Down Series Lightweight Puffer Vest in White size Small (617614627) - $80.00Sherpa Lined Logo Hoodie in Navy size Small (618123791) - $88.00Applique Logo Graphic Tee in Navy size Small (619491691) - $34.00Applique Logo Graphic Tee in Off White size Small (619568003) - $34.00We hope that we hear from you soon.Sincerely,Customer Service Abercrombie & Fitch
***,We do apologize for your recent experience in one of our Atlanta store locationsIn order to look into this further, please provide the following information.- Store location (please include which brand)- Date- Date in which you called our Customer Service- Time in which you called our Customer ServiceWe hope to hear from you soon so we can make this right!Sincerely,Customer ServiceAbercrombie & Fitch
We apologize that you were not able to use your $promotion on a purchase as you intendedHowever, all of our promotions state the exclusions and terms of use within the promotion itself Many of them are not able to be combined with additional promotions, and we know this can be confusing due to some of our sales and offers are considered promotions and some items may just be marked down in priceIf you were purchasing something that was on promotion, that would be why you could not use the $off promotion This is the same reasoning that Cristina explained to you when you called Customer Service on March 1, 2016.We hope this helps clear things up for you, thank you!Customer Service Hollister Co
Dear ***,We apologize for the delay receiving your refundWe have applied the 40% off promo and you will see $in your account in to business days.We apologize for the frustration this has caused you.Customer Service TeamAbercrombie & Fitch
Dear ***,We apologize for the issues while placing your recent Hollister CoorderWe are having trouble locating your order that was placed on December Could you please send us your order number so we can continue to investigate?Sincerely,Customer ServiceHollister Co
I am rejecting this response because: while I appreciate the offer for the 30% it does not resolve two of the core issues1st: Tara never received all of her original order because the shirt she wanted was "not in stock" because it was in a box to the wrong address due to her dyslexia which she can't helpWell that item is back in your warehouse now so we would appreciate receiving what she wanted.2ndWhat is being done about your rep Naciena? The person not only was useless but insulted and hung up on us when we simply were seeking resolutions.We want these two matters resolved, as I stated in my original conplaint Regards, James Michael Rackliffe
Hello [redacted] We're really sorry to hear that you had difficulties using your gift cards you purchased in store Through reviewing the information given, it appears that in order [redacted] placed on 10/16/16, one $gift card and one $gift card were purchased In order [redacted] , also placed on 10/16/16, one $gift card was purchased First and foremost, I would just like to confirm that this is how your three gift cards were purchased, and these are the three that we are referring toIn order [redacted] , the two gift cards that were purchased were: [redacted] ($100) and [redacted] ($200) Gift card [redacted] ($200) shows it was used on 11/25/16, and now has a zero balance In order [redacted] , gift card [redacted] ($100) was purchased, and this is shown to have been used in another online order, [redacted] , to purchase another $gift card [redacted] , which was used 11/25/as well and now has a zero balance The $gift card ( [redacted] ) purchased in order [redacted] still shows a remaining balance of $Since there were quite a few gift cards in this circumstance, here are the current balances of the four gift cards mentioned above: Order [redacted] (10/16)- -Gift card [redacted] , balance $-Gift card [redacted] , balance $used 11/25/Order [redacted] (10/16)- -Gift card [redacted] , balance $used 10/25/in order [redacted] Order [redacted] (10/25/16)- -Gift card [redacted] , balance $used on 11/25/ I believe the missing balance you are looking for is on gift card [redacted] I hope this explanation has cleared up any confusion, please let me know if you have any other questions or concerns, or if what information I have given you is not correct with your records Thank you, Customer Service Abercrombie & Fitch
James, Thank you for contacting usWe have previously sent you a 30% off promo code for the inconvenience to email [redacted] Since item [redacted] is sold out we have sent another promo code for 20% offWe apologize for the frustration this has caused youWe are unable to disclose internal conversations but we have spoken with the agent and the necessary departments about this matterSincerely, Customer Service Team
***, We apologize for the frustration this has caused youIt looks like you were refunded £on 6/1/for the lost returnThis should appear back in your [redacted] account in three to five business days abercrombie kidsCustomer Service Team
We apologize for the frustration this has caused youOnce the items are returned to our distribution center we will be able to issue a full refund for the items and the shipping costsFor the inconvenience we have sent you a promo code for free shipping on your next order
Dear [redacted] , We do apologize for your recent experience at our Hollister CoTown East store locationWe were able to pull up your return transaction and see that you returned a pair of Jeans for $We then see that you placed an order in the store for a replacement pair of JeansThis order was delivered to your address on May Unfortunately, we do not see a second pair of Jeans that was returnedHowever, to make this right we would like to you please pick out a new pair and let us know the web item and the size you would likePlease then confirm your mailing address and we will get the replacement pair out to youWe hope to hear from you soon! Sincerely,Customer ServiceHollister Co
Dear Alla, Thank you for contacting us about your recent order [redacted] We apologize for the inconvenience this has caused you and for the items being incorrect after several attemptsWe have forwarded your order to the Operations Team so that issues like this can be prevented in the futureWe have issued you a promo code for Hollister Co, which should appear in your inbox shortlyWe apologize for the frustration this has caused you and we look forward to hearing from you soon.Sincerely, Customer Service TeamHollister Co
Dear [redacted] We sincerely apologize for your recent experience with us when placing order [redacted] However, we did receive your complaint at our Home Office on December 23rd, and reached out with the following email.We have received your recent email at our Home Office, and we have reviewed your recently canceled order It was canceled by our mistake, and we cannot apologize enough for this errorWe have gone ahead and created a completely new order, order number [redacted] We are sending you the Hollister Boot Button Fly Jeans in Black size 31x(sku [redacted] that you had originally intended to order, to help make this right we are also sending a $E-Gift Card to youYou should have received an order confirmation email, and will be receiving the shipment confirmation email once it shipsThe E-Gift Card will be coming in a separate email as wellThis order was placed after 12PM EST, so it may not make it to you by Christmas but we did select expedited shipping in hopes that we could give it our best shot at getting thereThere is still a chance that it will arrive, but you will get an update via email once there is tracking informationPlease let us know if you have any additional questions or need assistance with anything else, as we are happy to helpThank you again for your patience and understanding We never received a response from you, and do show that the replacement order we sent was delivered to you yesterday on December 29th, and you can find tracking information herePlease let us know if you still have any questions or concernsWe are happy to help!Sincerely,Customer ServiceHollister Co
Dear [redacted] , Thank you for contacting us about your recent abercrombiekids order [redacted] We apologize for the frustration caused by the recent missing packageWe were unable to resend the replacement items because of your prior history of delivery issuesAs a one time courtesy we have issued a refund of $Please allow three to five business days for the credit to appear back in your accountOnce again, we apologize for the inconvenience.Sincerely, Customer Service Teamabercrombiekids
Dear David, We apologize for the inconvenienceIf you would like to place your order again you can email your new order number to [email protected] and we will be able to manually take 40% off your entire purchaseOnce again, we apologize for the frustration this has caused and hope to hear from you soonCustomer Service TeamAbercrombie & Fitch
I have contacted my bank several times, by law they cannot remove pending charges on my accountThey stated that if Hollister cancelled this correctly they would have been notified to remove the hold All they can do is let it fall of after days, by this time the holiday will be over and it will be to late to be able to use these funds for Christmas purchases I would never use Holisters online services again, so the coupon for free shipping is a wasted gesture
it is business product, all we know that it is business responsibility to bear the all additional costs, there is no reason to ask customer to bear
Dear [redacted] Thank you for contacting us regarding your ordersWe are truly sorry for the inconvenience that has occurred.Please go ahead and replace your orders on our websiteWe have sent you an email from our customer service department as wellOnce you replace the orders, please reply to that email with the new order numbers, and we will waive your shipping costs for the inconvenienceAgain, we sincerely apologize for the inconvenience that has occurredSincerely,Customer ServiceAbercrombie & Fitch
[redacted] We apologize for any inconvenienceWe are seeing two refunds were already issued for your online order$on January and the remaining $on January Please allow 3-business days for the final refund to post.Sincerely,Customer ServiceHollister Co
We are truly sorry for your recent experience in our Sherway Gardens Abercrombie & Fitch store location when trying to make a return and for the misunderstanding of policyYou are correct in that currently there is not a time limit for online returns, and you should have been offered your original form of payment back when returning your order in storeThe only time when we do not offer original payment back on an online order returned in store is if you placed the order using PayPal, then you will only have merchandise credit as an option.We will be forwarding this on to the District Manager of this location to address, and you can expect to hear from them soon.We would be happy to look into canceling the merchandise credit you received and crediting your original order, but will need additional informationCan you provide the following?Return Receipt InformationStore #: 10075Date of return:Transaction #:Original PurchaseOrder Number:Once we have that information, we will look into this further.Thank you!Customer Service Abercrombie & Fitch
We sincerely apologize for your recent refund and exchange issue with your Abercrombie & Fitch order [redacted] At the time your order was received at our Distribution Center, it was processed as a return and we show that you have already received the refund in the amount of $back to the [redacted] ending in [redacted] on December 28, In order to receive the items that you want, you will need to place a new order.You can either place the order by phone or place the order online and then email in to Customer Service to ensure that can match the pricesYou will only be able to receive price matching on the same items in a different size or colorIf it is a different item, you will receive it for the price as reflected on the site at the time you place your orderYou will need to give the below reference # (either on the phone or when you email in) in order for the price match to be honored, as we have made notes regarding it.Here are the items that we show as returned and the items in which we will offer a price match for:A&F Down Series Lightweight Puffer Vest in White size Small (617614627) - $80.00Sherpa Lined Logo Hoodie in Navy size Small (618123791) - $88.00Applique Logo Graphic Tee in Navy size Small (619491691) - $34.00Applique Logo Graphic Tee in Off White size Small (619568003) - $34.00We hope that we hear from you soon.Sincerely,Customer Service Abercrombie & Fitch
***,We do apologize for your recent experience in one of our Atlanta store locationsIn order to look into this further, please provide the following information.- Store location (please include which brand)- Date- Date in which you called our Customer Service- Time in which you called our Customer ServiceWe hope to hear from you soon so we can make this right!Sincerely,Customer ServiceAbercrombie & Fitch
We apologize that you were not able to use your $promotion on a purchase as you intendedHowever, all of our promotions state the exclusions and terms of use within the promotion itself Many of them are not able to be combined with additional promotions, and we know this can be confusing due to some of our sales and offers are considered promotions and some items may just be marked down in priceIf you were purchasing something that was on promotion, that would be why you could not use the $off promotion This is the same reasoning that Cristina explained to you when you called Customer Service on March 1, 2016.We hope this helps clear things up for you, thank you!Customer Service Hollister Co
Dear ***,We apologize for the delay receiving your refundWe have applied the 40% off promo and you will see $in your account in to business days.We apologize for the frustration this has caused you.Customer Service TeamAbercrombie & Fitch
Dear ***,We apologize for the issues while placing your recent Hollister CoorderWe are having trouble locating your order that was placed on December Could you please send us your order number so we can continue to investigate?Sincerely,Customer ServiceHollister Co
I am rejecting this response because: while I appreciate the offer for the 30% it does not resolve two of the core issues1st: Tara never received all of her original order because the shirt she wanted was "not in stock" because it was in a box to the wrong address due to her dyslexia which she can't helpWell that item is back in your warehouse now so we would appreciate receiving what she wanted.2ndWhat is being done about your rep Naciena? The person not only was useless but insulted and hung up on us when we simply were seeking resolutions.We want these two matters resolved, as I stated in my original conplaint Regards, James Michael Rackliffe