The complaint has been investigated and
resolved to the customer's satisfaction
Ambercrombie & FitchFalse, Deceptive Advertising, No Customer Service

False/Deceptive Advertising and No Customer Service
My complaint spans several days. It begins on October 23 and ends on October 27.
On 10/23/11, I made my 1st on-line purchase with Abercrombie & Fitch (A&F). At the time, they had a promotion. In order to receive a 25% discount and free shipping the order must be placed no later than 12:00 midnight on 10/23. My 1st checkout attempt was well before the deadline. I had 3 items in my cart that came to over $100. After entering the promo code, I was notified that while my grand total was more than $100, this figure excludes shipping and tax; and, if I wished to qualify for the promo I need to add another item to my cart. To ensure I met the restrictions, I added a fourth item in my cart that amounted to over $45, thereby placing me well above the limit. Despite this, I was still unable to check out. To ensure I received the promo I e-mailed customer service at [protected] advising them of the problem.

The following morning, 10/24, I placed a long distance call to A&F headquarters at 614/219-3026. I opted to dial this no. because all my attempts to call the toll free no. resulted in my being placed on hold for over 20 minutes while never speaking with a live body. It appears that calls placed to the corp ofc are answered faster vs. the toll free no. I found myself speaking with Emily. After explaining the problem, she said the issue is that I had clearance items in my cart. I said the promo requirements exclude shipping and tax, not sale or clearance items. Emily indicated this is a recurring problem that management is aware of. I told her it is false advertising. She stated she would apply the 25% discount to my order & next day shipping for my inconvenience. She advised me to call their offices once my order is placed and give them reference no. [protected].

After placing my order which came to $126.24 I again called corp. ofc. I do not recall the name of the individual with whom I spoke--he is a male. After providing him with the reference no. he assured me I would rcv the 25% discount making the grand total $85.77 plus next day shipping. Within minutes of our call, I received PayPal confirmation that I had issued a payment of $126.24 to A&F. Clearly, the 25% discount had not been applied.

I placed a 3rd long distance call to the corp. ofc. This time I was assisted by Antonio. He advised the previous rep made an error. He assured me this was corrected bringing the new grand total is $85.77. While he had me on the phone, he placed the $85.77 charge through PayPal and advised it was accepted. He confirmed that my order would be sent by Fed X next day delivery on 10/28. Therefore, it came as a complete surprise when later that same day I received an e-mail notification indicating my order was placed on hold because my credit card co. declined the charge. By the time I received the e-mail customer service was closed. At 5:30 a.m. on 10/27, I called PayPal and was informed by Earl that PayPal had not declined any charges from A&F. Following this conversation, I placed another call to the corp. ofc. After waiting in excess of 20 minutes I found myself connected to Will. I said I want to speak w-a supervisor. After confirming my name and mailing address, I again asked to speak with a supervisor. Will said he would help me. I told him of the numerous issues that had transpired beginning with Sunday evening. Incredibly, he said my order was not on hold. I advised him of the e-mail I had received the evening before and asked if I could send him a copy. He said no. I told him that someone had made an error because PayPal advised me otherwise. I told him the initial transaction of $126.24 was still in a pending status. I communicated that it was imperative I receive my order on 10/28. He flat out said no, I will not guarantee that. I again asked to speak with a supervisor. He rudely said no. I asked why. He said there is no supervisor here. I said why didn't you tell me that in the 1st place. He exclaimed, ### lady and hung up the phone.

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions


    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.