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2.6 121 Reviews

How responsive is Hollister's customer service?

48 Resolved
73 Unresolved
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Hollister reviews and complaints 121

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Hollister - cancelled my order

i ordered in hollister online all the time. i ordered 2 transactions worth $100 something each transaction and when i check the status of my order, its was cancelled, so i called hollister and i was, what is going on. they told me that they will email the resolving problem department and they will email me back saying what happened. so i received an email...

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10:17 am EST

Hollister This company hires employees that are uneducated and very much so unprofessional

ON 12/17/20121 I entered into the Hollister Store #30638 400 Route 38 Store # 1075 in the Moorestown Mall. The reason for my trip is my children adopted 16 girls from a group home whom all had items from hollister on their wish list. I walked into the store with the girls sizes and favorite colors and wanted to purchase hoodies and sweatpants for each girl. Upon entering I received no help, being my age and not getting what a size 3 would be I again ask for help. The customer service representatives or store employees were not only rude but non helpful. I began getting the items and placing them on the counter, I was told by the young lady Cashier # [protected] ( no one wears a name tag) that I could not place the items there, I ask where should I place them and she gave me the dumb look.

After shopping with no help for 2 hours, I almost walked out but the girls adopted deserved what they wished for so I stayed. As I was being rung up by the same Cashier, she would through the items to the young man behind the counter with her that she spent the better part of my experience foundling. He would not catch them and they would land on the floor. I immediately ask for a supervisor and was told no one was there. I then ask for corporate number and was told I was crazy ! Imagine….

I tried calling corporate for the last two days, no response, finally I get them and they tell me there is noting they can do.

This company hires employees that are uneducated and very much so unprofessional., I have been tempted to return all items purchased ( almost 900.00) but again the girls don’t deserve the backlash.

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Fed Up Mom
Lebanon, US
Dec 29, 2012 10:19 pm EST
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I just left the Cool Springs Galleria Hollister and was unpacking the bag and noticed a pair of jeans I bought wasn't in the bag. I called the store and talked to "Brent" the manager and told him my situation. He said come back tomorrow and I will give them to you. I said, are you going to pay for my gas since I live about 40 miles away? He said, no. So I am supposed to drive all the way down there and back for a pair of $25 jeans and that is what it will cost in gas? Something is wrong with this company!

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3:58 pm EST
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Hollister Only have small clothes

The other day I went into a Hollister store I was looking for a size 13 jeans. Searching for a pair, I asked a sales associate. She informed me that they only have up to 11. AND they only have a FEW 11. With this message they only want STICK THIN people to buy their clothing. A size 13 isn't really that big for a grown woman. This is a horrible message to send to young girls. It is so EMBARRISING for someone to walk into a store and they say that they don't carry a size 13. That is a very COMMON size for young adults. Besides them not having NORMAL size clothing, the sizes they do have are tiny. My sister, who wears a size SMALL in NORMAL SIZED STORES she has to get a Medium or a Large in shirts for them to fit. Their XSMALL could easily fit a common TODDLER!
I am very upset at this store, and I hope that NORMAL sized girls don't go into this store EVER!
Its freaking ridiculous for them not to have anything over a 9 or 11 jeans! So girls and guys too, you aren't stick thin(or close to it) save your self the embarrassment. DONT SHOP AT HOLLISTER EVER! You are NOT fat, you are average sized! The Stupid, ignorant, people at Hollister may think that you have to be super skinny to be beautiful, but that's not true! SAVE YOURSELF FROM THE TROUBLE! shop at a good store with ALL sizes! not TODDLER SIZED SHIRTS AND STICK THIN JEANS>

I vowed to my self, I am Never going to Hollister ever again. After reading this story I hope that you wont either.
And remember if you can wear the tiny clothes at Hollister you are NOT fat, your average sized, and BEAUTIFUL(:

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midge87
Seattle, US
Jan 30, 2013 11:23 pm EST
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Yes, you're right, size 13 isn't big for a GROWN WOMAN. Hollister is a junior's store, meant for 13-16 year olds. At that age a size 11 should be the largest they need. I happen to be a fully grown woman (5'7", 36DD-29-40) and I fit in their clothes just fine so they don't make clothes just for skinny gals.

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lucy.may
falkirk, GB
Jan 05, 2013 8:55 pm EST

I tottaly agree. I was in hollister shop today and i had a look at the bodywarmers and a large was only just doing up on me. I am a uk size twelve and am usually no more than a medium in normal shops. As for the jeans well that was a joke they only went up to a uk 14 and considering that the average size in the UK is a 16, I think it is an absolute joke. Also when you go in everyone that works there is stick thin and stunning and so it makes you feel like you shouldnt wear the clothes unless you look like that. I couldnt agree with you more on this and I am glad someone shares the same opinion.

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Hollister Refund Rip-off

Well, after finding this board and reading the numerous complaints about Hollister, it looks like I am just one of many who are finding that this company has nightmarish customer service.

I purchased three (3) pairs of shorts for my son. Upon his trying them on at home, we found them to be the wrong size, so I attempted to return them to the store in new condition, with all tags in place and with the original receipts. The first associate tried to process the refund, but was having difficulty so he called for the assistance of the "store manager". This kid literally comes over and states that he doesn't want to do the refund and, "...the policy on the back of the receipt says I can!" What?!?

Don't try to contact anyone at corporate because the number they give you rings to a voice mail system that will not allow voice mails to be left. I've tried emailing the customer service department and was told that store managers can do whatever they want. Thanks. Incredible!

I will not stop pursuing remedy of this issue! Has anyone else had luck finding somebody at corporate that cares about customer service?

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Hollister never got order

I ordered shirts for an event over a week ago from Hollister for a Cancer Walk I am going to in 2 days - I paid $25 for overnight shipping and its been 1 week - no shirts. I called them and they said they cancelled the order and have no idea why - I never got an email, and they said there is nothing they can do about it but I will be emailed about it when they get time to look into it. Now I am left with not enough time to order more shirts for my event -- this is unbelievably bad business and customer service - I am appalled.

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PurpleOcelot
Carrollton, US
Oct 03, 2012 4:12 pm EDT
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I take it this is a charity event?

If you wrote down the dates and customer service peoples names when you called them, you should be able to sue them for wasting your time and money like that...especially if you did not get a refund.

I would check with a lawyer first, who deals with charities.

At the very least, you have give the company a very large "black mark" on their record.

File a complaint with the Better Business Bureau also.

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Hollister Coupon Thing

I went to hollister store in clackamas town center today n purchased a couple of tees that are on sale... while i checked out, i told the employee i got coupon that says 20% entire purchase...n she told me i only can use that for full priced items...but a couple days ago, i bought a couple shirts that r on sale in washington square (another mall in oregon) n that coupon worked on those items on SALE... i told her about that n she started explaining n reading what details on coupon... what she said is i only can use that coupon for full-priced items (but that coupon didnt even mention full-priced something n she claimed thats basically what that means = =) i questioned about her thats because right after she scanned all of cloths i was going to buy i showed her the coupon n she told me i couldnt use right n then she said i only got one item that is full priced n after she was explaining to me how that coupon works, i said thats fine i still wanna use that coupon n what i cant believe is she said okay then she will separate that full-priced item from those sales items y didnt she do the same transaction? because i am pretty sure it will work on all items because thats how their website works on she even didnt try to use that coupon to prove it really does not work on those sales items that I am pretty sure those r not redline items... after that i dont believe what they said after checking out i searched their website n tested to add one sale item into bag n applied the coupon code IT DID WORK... so i went in n showed my phone to manager she still denied they cant use even i showed the phone to prove she was wrong i totally dont get why they even didnt try to use the coupon i got... she totally showed that attitude ''well here is shop not online so i cant use'' she even said warehouses offer clothes differently does it matter? i never heard online shop n store items r different price... she just didnt want me to use that coupon not couldnt... cuz AF store offered the same coupon for customers... after shopping hollister, i went to af store... n showed the coupon the employee even didnt say those non sense n it worked on sale items as well how can that manager be the manager? n who told them to ask customer not to use that coupon if so y they offer the coupon at the first place... actually its only they denied to use that because other store did take coupon n it did work

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midge87
Seattle, US
Feb 01, 2013 3:52 am EST
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red- No clue what you're talking about. I've used coupons there before and I always get the coupon back. The coupon barcode is never unique to each coupon and it would waste paper to print the same thing over and over. No one robbed anyone.

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Rashelle Chang-1
Tigard, US
Aug 14, 2012 5:24 am EDT

of course i used another coupon; actually i got many coupon from them... of course they kept the coupon customer used... if the coupon was used that wouldn't be used... i was using NEW COUPON, and they even didnt try to use it n told me their excuses

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Hollister Discrimation

On 8/11/12, I was school shopping for my 11 year old daughter. While she was waiting in line I was looking for a pair of pants. I was trying to find a size elven in pants so I asked for help and the gentleman that worked there he did-not know so he asked on of the younger girls in the front. I heard the girl say "who wants that size" I continued to look for the pants. When I got back into line with my daughter my daughter told me that the girl who's name is Christina said that I "she must be fat I'm only a size 1" My daughter was heart broken, embarrassed and very upset what the two girls were saying & giggling that about me.Helpless in line my daughter could only stand and listen When I returned in line I heard Christina call a customer that walked away " A loser's" I was very shocked.

I told Devin the manager what the girls were saying about me & he just said he was sorry. I asked Devin for a customer service number or corporate number and he said he doesn't have such numbers. I called Devin on 8/12/12 and asked about the situation and he, Devin said that the "girls admitted what they said" and he told them not to say such things. I couldn't get the 2ND girls name as Devin would not give it to me.

Going forward, I feel discriminated against, and very hurt for my 11 year old daughter. This is NOT right and as a customer I will not return to that location ever. I was school shopping and my daughter put all her items back that were at least $400.00. worth of clothes. I have family member that shop @ your location and I will share my experience with them.

I'm very taken back by your employees insults. Is this the kind of behavior you are allowing at your location? My aunt is a corporate attorney I'm going to consult with her to know my rights because I know this is NOT right. I would like to hear back& go into more detail from someone sooner than later about this my number is located below and it's best to reach me by phone.

Corina Garcia
[protected].

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8:43 pm EDT

Hollister Total b.s. and a waste of my time waiting on line

I was at the Roosevelt Field Mall Hollister today. They had a rack of ONLY hoodies on the side for $99. Hoodies were the only thing on the whole wall, at least 5 piles of hoodies. It had a sign saying 50% off “outerwear”. I waited on the line to pay for almost an hour, only to be told the sign only applies to outerwear, and not to hoodies. That is b.s. The “manager”, Tivara, didn’t care either. I don’t have a problem with high prices. I do have a problem with INTENTIONAL false advertising. They stuck a 50% off sign and the only item in sight was all hoodies – yet it doesn’t apply.

Total b.s. and a waste of my time waiting on line. I complained and walked out the store. No way I ever do business with them again. I recently went into a Hollister store looking for some clothes for my son. The lighting in there needs to be kicked up like a hundred degrees. The music was so horribly loud that I couldn’t even hear myself think! No wonder noone was in this store shopping. It’s a hundred times worse than what the bar’s are! You need to turn that music down! I won’t be going back in there to shop ever again!

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8:10 pm EDT

Hollister False advertising for Hollister Sale Online

My daughter and I were shopping in a Hollister store this weekend. Most of the store was on sale and clearance merchandise was extra 50% off. My daughter found a shirt that she had been wanting and it was on a multi-tiered shelf. The sign on the top said “Sale 15.00″ so we thought that meant everything on that table. The sign was not specific, it just said sale. When we got to the register, the shirt rang up 29.90. I questioned the price and was told by someone calling herself the manager “just so you know, the sign is for the fragrance on the top shelf”.

I told her just so you know your sign is not specific and misleading. She rolled her eyes at me and said “whatever” and walked away saying to the girl working the register that the shirt is regular price. We did not buy the shirt and the poor girl behind the register looked apologetic but too late. I’m sure if weights and measures walked in and saw that sign, there would be trouble. There is a $10, 000.00 fine for misleading signage so maybe Hollister should get caught a few times to learn the true meaning of “just so you know”.

I went online the othr day and i see that hollister is having 30% off the whole store in both stores and online and that today 11/29/11 was the last day for the offer so i went to international mall to buy what i wanted and when i get to the cash register i ask the guy about my 30% off and he tells me that there not doing that and i tell him that i saw it online and it says all stores and he says that there doing it in dadeland so i call to dadeland and they tell me the same thing that there not having the promotion so obviously they are doing false advertisement.

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Hollister DEFECTIVE ITEM

Purchased a winter coat at my local HOLLISTER store for my granddaughter. Paid over 100.00 Within 3 weeks, the zipper broke. Took coat back to store-manager told me to contact Hollister. That was the first mistake. I should have insisted that the store of purchase handle the problem. I mailed the coat back to Hollister and was told they would either fix the zipper or send me a store credit That was 10 weeks ago. Haven't heard a word from Hollister. I've contacted them many times by email and phone only to be told that it was sent to escalation 4-5 times now. Meanwhile they have my 100 dollar coat, and i HAVE NOTHING. I am filing a complaint with the BBB and Attorney General's office. A consumer should not have to go through this ### to get satisfaction.

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11:50 pm EST
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Hollister The music makes me too nervous to shop

Please: 1. Do a study to see how many people get upset/panicked/ nervous from the loud, pulsated music and leave. Do a study!
2. Train your 'salespeople' to sell. They need to be able to help someone locate an item from the internet when given the description, item name and number. They should not shrug their shoulders and say, "I don't know. I can't help you."

Also, as I said, the loud, heartbeat panic-attack inducing music is enough to drive people crazy, frantic and longing to just get out of your stores. Do a study! Who does it make buy more, and how many people leave at the very entrance of the store (ask managers) because of the extreme loudness and horrible perfume, and how many more who were intended on shopping leave because it is so loud they can't think and the salespeople are unwilling to help. The loud music is enough to give people heart attacks, work up a nervous sweat and want to flee from your stores!

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Update by Wanderdust
Jan 25, 2012 2:12 am EST

plus, I think the store is meant for teenagers-- I just had to get something for some teenagers and was looking for specific items. I still think the salespeople were not trying to help me much, but I should have not let the music affect me. I was wrong. And they aren't going to change their store image because of my opinion anyway. :) :) ;) Thankfully I usually have no reason to go there anyway, he he :)

Update by Wanderdust
Jan 25, 2012 2:07 am EST

Sorry, I should NOT have complained! I did not need to complain! Have a happy, peaceful day everybody! Be blessed. You are important and God hears all Your comments, even unspoken hopes and fears and He LOVES you, no matter what you do or say. But in the future, I will try to remember I shouldn't complain like that. I am sorry. Grace, mercy and peace from God to you the Father and Christ Jesus our Lord. I so need His grace, and wow am I grateful for it!

2 John 1:3 Grace, mercy and peace from God the Father and from Jesus Christ, the Father’s Son, will be with us in truth and love.

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LahaniLahani
Cherry Hi, US
Apr 06, 2012 10:06 pm EDT
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I agree. Actually i have only shopped in Hollister twice. At the time i was a teenager.
The music and perfume are so overwhelming that anytime i consider going in to browse again, i go past the store.
It isnt anything personal against the store, so you neednt apologize for your opinion, they should try a new approach to being what they consider trendy. Something that is welcoming to all. Because even their sister company Abercrombie and Fitch is the same way and it is marketed at adults.
All in all just bad strategy on their end.

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Hollister Customer Service

Me and my friends were at the mall and had deicded to go into Hollister, after shopping around a bit I decided to purchase a couple of shirts and some perfume. First I had to wait in line forever at the register when there was only one person in front of me! The girl (cashier) took about half an hour talking to the women in front of me. I finally reached check out and left with my purchases, as I got home and looked in my bag I realized one of the shirts still had the security device on it and my perfume wasnt even there! I searched everywhere and finally came to the conclusion that cashier didnt put it my bag. But of course I was still charged with it. So theres $38 I'll never get back. Although I guess it was partly my fault for not checking the bag. I debated on driving back up there but considering I live about an hour away, I decided it wasnt even worth the gas money. I advise everyone to check their purchases before leaving.

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Art Moler
Columbia, US
May 20, 2010 11:49 pm EDT
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They canceled previous orders without cause and their customer services was the absolute worst I have ever seen. Went as far as calling their home offices, only to then be treated very rudely and ultimately passed off to an automated complaint recording, to which I never received a call back from. So I will never recommend, nor will I ever purchase another item from that complany, not for myself or for others. And you can bet I will continue to share that opinion with anyone whom ask.

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Rosiero29
Naples, US
Dec 10, 2011 3:38 am EST
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This is not a question, but a complaint. I shopped your store on 12/9/11 at store #30509, cashier [protected], trans 4874, time 19:41. I purchased $63.00 in merchandise and used my debit card. I asked for a gift box and the sales person would not give me one because I had to make a donation for childrens cancer fund. I explained that I did not have any cash and that is why I used my debit card. He would not give me a gift box. This is not good service. I don't know of any other store that does not give gift boxes without a donation. I frequently shop at hollister but that ended today. I hope more consumers realize that your way of business is not good and that they would leave also.

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ami dang
, US
Jul 14, 2012 4:06 pm EDT

TO: HOLLISTER COMPANY
ATTN: HUMAN RESOURCE

TO WHOM IT TO CONCERN:
I HAVE A QUESTION ABOUT YOUR POLICY. CAN CUSTOMERS BUY MORE THAN 20 ITEMS IN THE HOLLISTER STORE? ALSO, ARE YOUR EMPLOYEES SUPPOSE TO INGORE THE CUSTOMERS WHEN THEY NEED HELP?
HONESTLY, I DO NOT MEAN TO COMPLAIN. I JUST WANT TO TELL YOU THE TRUTH.
MY FAMILY REALLY LOVES YOUR MERCHANDISE BUT I WISH YOUR EMPLOYEE STAFFS COULD HAVE HAD A NICE ATTITUDE AND HAVE BEEN MORE HELPFUL. AT 8:27 P.M. ON JULY 05, 2012, WE WENT TO YOUR STORE TO SHOP. YOUR EMPLOYEE, ALISON (ID# [protected]), WORKS IN THE HOLLISTER STORE (#30491) AT 1025 WESTMINSTER MALL, CA 92683. SHE KEPT ON FLIRTING WITH A MAN FOR MORE THAN 20 MINUTES AND DID NOT HELP A LONG LINE OF CUSTOMERS. AFTER THAT, SHE DID NOT DO HER JOB. INSTEAD, SHE JUST WALKED AROUND AND TOLD ALL CUSTOMERS RATHER RUDELY, “EACH CUSTOMER CAN ONLY PURCHASE 20 ITEMS”. I FEEL THAT SHE IS A BAD EMPLOYEE AND THAT THE HOLLISTER COMPANY SHOUD NOT PAY RUDE EMPLOYEES LIKE ALISON.
AS YOU KNOW “THE AMOUNT OF GOOD LUCK COMING YOUR WAY DEPENDS ON WILLINNESS TO ACT: ALSO “SUCCESS USUALLY COMES TO THOSE WHO ARE TOO BUSY TO BE LOOKING FOR IT.”
I WISH YOU GOOD LUCK
REGARD,
AMI DANG

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KrissiGs
, GB
Apr 21, 2012 2:20 am EDT

Ordered some shorts it's been a week & still processing, either my emails are ignored, or they are not read properly so I don't get the help needed. THEN they send me a feedback form! A joke at my expense no doubt since iv not received my shorts despite being told they would be here by now. I was also ignored on Facebook.

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Hollister false avertising

Two complaints...first of all I have a size 10-12 daughter who can't fit into their clothes. If they don't want to carry plus size, that's their prerogative. But plus size usually begins around size 16-18. They'd make more money if they carried more sizes, but that would ruin their snobby image I guess. Secondly, I ordered clothing from the website during an ENTIRE purchase 25% off sale. And, they would only give me 25% off certain items. When I complained, they said, we don't give discounts off gift cards either. What a lame excuse! FALSE ADVERTISING! I wish my other daughter who fits into the clothes didn't want to shop there because I hate this company, their over-priced clothes, and their half-nude child models!

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Bellusion
Douglasville, US
Dec 05, 2011 2:42 am EST

It's their choice what sizes they want to sell. If they want to sell only size 2, they can do that.

Read the fine print of any offer, please.

It's your money and your credit card.. why don't you just tell your other daughter "NO"?

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12:32 pm EST

Hollister False Advertising

My daughter and I were shopping in a Hollister store this weekend. Most of the store was on sale and clearance merchandise was extra 50% off. My daughter found a shirt that she had been wanting and it was on a multi-tiered shelf. The sign on the top said “Sale 15.00″ so we thought that meant everything on that table. The sign was not specific, it just said sale. When we got to the register, the shirt rang up 29.90. I questioned the price and was told by someone calling herself the manager “just so you know, the sign is for the fragrance on the top shelf”.

I told her just so you know your sign is not specific and misleading. She rolled her eyes at me and said “whatever” and walked away saying to the girl working the register that the shirt is regular price. We did not buy the shirt and the poor girl behind the register looked apologetic but too late. I’m sure if weights and measures walked in and saw that sign, there would be trouble. There is a $10, 000.00 fine for misleading signage so maybe Hollister should get caught a few times to learn the true meaning of “just so you know”.

I went online the othr day and i see that hollister is having 30% off the whole store in both stores and online and that today 11/29/11 was the last day for the offer so i went to international mall to buy what i wanted and when i get to the cash register i ask the guy about my 30% off and he tells me that there not doing that and i tell him that i saw it online and it says all stores and he says that there doing it in dadeland so i call to dadeland and they tell me the same thing that there not having the promotion so oviously they are doing false advertisement

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Hollister Terrible service - credit card charged twice!

I haven't been in a Hollister store in a long time, so I went in. I found a pair of jeans that fit pretty well, and I bought them without thinking about the fact that I was spending more than what I usually spend on jeans. Anyway, I got home and came to my senses and decided that they were going back to the store. I took them back to the store the following week. I told them I wasn't satisfied with the product and it looked like I was getting a refund. I gave them my credit card and I signed their little paper saying that they were giving me a refund. Everything looked like it was going the way it should, until I checked my credit card statement. That's when I find out that instead of giving me a refund they instead charged my account, AGAIN. So I call the store. A girl answers the phone with "What's up, its Kaitlyn at Hollister". Which company answers the phone with "what's up"? I explain the situation, give them my receipt numbers and my contact info and am promised that I will be called back within two days. I wait the two days. No call. I call back. When I ask to speak to the manager, I'm put on hold for 10 minutes. I hang up. I call back and a manager is there to answer the phone. She is nice enough, but insists that I need to come back to the store. I agree. When I go back, the same manager is there. She easily reverses the charges that were put on my card, and says that the problem that I experienced happens to many others as well, and she can't do anything else except reverse the charges. No apology. No accountability. She did not even offer to give me a coupon or a discount for future use. NOTHING! I was charged $160 for merchandise I didn't even have, and she couldn't even offer me a discount to appease my anger. Nothing! Terrible customer service. Will never set foot in a Hollister or Abercrombie + Fitch store again! I wanted to yell at everyone else in the store about what a terrible company Hollister is!

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Update by envebe
Jan 03, 2012 11:33 pm EST

Ice angel: What attitude? How would you feel if you thought you returned something to a store and then check your credit card statement and find another charge for $80 instead of a refund. Would you be happy? I don't think so. Would you be a bit annoyed and concerned that the company you bought from has poor business practices to allow something like that to happen? Yes. Ever heard of Consumer Rights? If you haven't look it up. I didn't get a single apology. Nothing. Accountability means taking responsibility for events and admitting a mistake when one happens. Did I deserve an apology? Yes. Why did I take it back after a week? Because I have a full time job and don't have time to travel downtown to the mall during the week. It is because of people like you don't expect good service that companies like Hollister treat their consumers like rubbish. All I wanted was a single "I apologize" or "I'm really sorry that this had to happen" or something else along those lines. Its the basics of customer service. Because Hollister wasn't able to do even that, I will make sure that I will never shop at any Abercrombie & Fitch owned store again. BTW did you know that Abercrombie & Fitch is on International Labour Rights' the list of "The Sweatshop Hall of Shame" http://ilrf.org/creating-a-sweatfree-world/sweatshops/resources/12211

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eviexx
Glasgow, GB
Jan 03, 2012 1:21 pm EST

I've been looking up stories about hollister as I'd heard they were close to getting suid for discrimination, by not employing gingers and not employing people who had a disability to be seen in the public eye and now hearing about this terrible customer service has made me loose all rust in the company :(

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IceAngel1
Lakeview, US
Nov 20, 2011 6:44 am EST

Maybe your attitude was the reason you didnt get the apology you wanted or maybe you received one but thought you needed another.
I'm not sure what you mean by accountability? In my opinion theyh were held accountable by seeing the mistake and reversing the charges. Your lucky they gave you your money back anyway. You took them back a week after you bought them? Why wait so long?
You got your money back and it was a mistake that was correctedl The only thing your out of this is getting something for nothing.
Makes one wonder how often you do this..

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H
6:44 pm EST

Hollister Awful horrible experience

Would highly not recommend this store I was shopping with my family and this young white lady with short brunette hair just followed me and my family everywhere in store like she did not trust me I don't know if it was due to we're African American but was not necessary and not professional or good customer service and she scared my children!

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One and Only
Wrightstown, US
Nov 11, 2011 12:01 am EST

"cohena2"--- Ignorance is Bliss! The same situation has happened to me and my Son. Racism still exist(white on black, Black on White...whatever the race it is still very alive). So please go somewhere, sit down, and shut the hell up.

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cohena2
, US
Nov 08, 2011 6:55 pm EST

Yeah thats right play the race card. Im surprised you haven't hired a lawyer and filed a lawsuit yet. Or that you haven't called Al Sharpton or Jesse Jackson yet. You people are so quick to play the race card. Did you ever think it is the sales persons job to see if you need help in finding anything. She probably asked if you need help and you decided to say she's racial profiling me, lets play the race card.

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H
1:20 am EDT

Hollister Poor customer service!

I am very upset with what I had to deal with. I'm not sure what Hollister 's policy is, but for the retail stores I've worked with was very different.

First, I was in the Sanford location and was looking for a size up of a pair of jeans that I had already bought. They didn't have it in stock. I asked if they could check another location for me; the store manager says that it's too busy and that I have to go there myself. Okay, strike 1--at the retail stores I have worked at, never have I said, "we're too busy to help you." Terrible customer service. I understand that weekends can get busy, but never too busy to help a customer. I found that so ridiculous, and maybe I'm wrong, but I've been taught different and the customer comes first ALWAYS.

Anyway, I deal with it myself and I call the Altamonte location to check if they have the size before I drive out there. Nadia picks up [later I find out she is the store manager], and I ask her for the size in the specific jeans and right away she tells me, "yes we have it." I asked for them to hold it for me since I'll be on my way, and she replied they don't hold items [which I have done before, so I'm not sure if that's just an excuse of laziness]. But Nadia assured me and said, "it'll be here."

I drive to the other location, check the floor-no size. As one of the associates to check the back-no size. STRIKE 2--I thought Nadia said they had my size?! She didn't check to see if they had the size AT ALL. I'm assuming she was too busy and lazy to check for me, and wanted to rush me off the phone. That is no way to treat a customer!

I'm fed up of these so called "store managers" and their laziness. And this is not even the only incident with the Altamonte location. I've called before for a pair of shorts and the person on the phone said they didn't have anymore. I drove up there before work just to double check and they have plenty sizes! Given, they COULD HAVE had a shipment, but that's besides the point of terrible customer service.

Once I get the pair of jeans in my correct size, it'll be the last time I step foot in any of the stores. I'm fed up with the situation. All that time and energy wasted and I've never really ran into this kind of problem before. Hollister really has to step up their game.

Something to keep in mind: no matter how great the clothes are, if the service is terrible you're not going to have my hard earned money! Period.

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SlayerGal
-, CA
Oct 31, 2011 4:15 am EDT

"and maybe I'm wrong, but I've been taught different and the customer comes first ALWAYS."

Yes, wrong, lol.

Anyway, if a store is going to say they have a certain product when you call, then they should have that product, I agree. However, if they're not allowed to hold an item and it's gone when you get there ... who knows.

And yes, some stores will not call other stores if they're busy. It makes sense since they're going to be tied up waiting on the line.

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6:28 pm EDT

Hollister Tried to rip off my 11 year old

I sent my 11 year old daughter to return a pair of $10 shorts in exchange for a $10 t-shirt (even exchange)In the Westfield Trumbull, Ct mall.The girl (cashier) in Hollister took the shorts and told her she needed the credit card.My daughter had the original bag, reciept and merchandise (never had been used) with all tags intact, just wanted an even exchange. My daughter ended up leaving without the shorts and a reciept that said the card was credited back, yet she never had a credit card to credit it back.I gave no authorization for them to keep my credit card on file, so I am curious as to how this transaction was possible. I of course returned to the store with my daughter, brought the reciept and the t-shirt to the register and asked her why she would not do an even exchange, she stated that she could only do a credit return, which is entirely ridiculous ! I told her that she made an error and needed to fix it, she then asked for my credit card to buy the shirt, I said noooo it is an even exchange ! She then called her manager over and they rudely whispered while shooting dirty looks at me and my daughter and nastily gave us our even exchange. But then my daughter wanted to try on a pair of jeans and the manager and cashier refused to open up a dressing room and ignored my daughter while letting many others in.I am totally disgusted.This occurred on August 23, 2011 time 16:11 reg 5754 cashier [protected]. This manager was childish and extremely rude, I will never set foot in that particular store again and will definitely spread the word on the rudeness we have experienced. What kind of people do you have running your business.Managers are supposed to help, not join in with the associate and belittle the consumer and stare down and intimidate an 11 year old.This girl tried to rip off my daughter, the money of course was not a large amount, but it was so wrong and the manager condoned it. Shame on your company !

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giterdonesunshine
Waxahachie, US
Aug 19, 2013 1:36 pm EDT

ordered stuff offline was to small for my son and tried to go to the store to do a exchange for the same exact shirt and he tried to charge me more since the online prices weren't the same as the store prices and the guy was very rude telling me he couldn't help me find some thing cause he was new to THAT store and how he wanted to work in the store in Arlington but got stuck in this store in cedar hill Texas I don't care about that I just needed help and then called the company customer service and said that the manager should have did it with out any problem!

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TXBig
Fort Worth, US
Oct 14, 2012 7:39 am EDT

I am experiencing the same type of issue at the Hurst, TX store. After reading through the numerous complaints posted on this board, I am getting the feeling that it is Hollister SOP to refuse returns/exchanges and to belittle anyone who attempts these types of transactions. To say that Hollister customer service is horrible would be giving it too much credit.

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Wow you're useless
, CM
Oct 23, 2011 3:23 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Lol "even exchange". Do you even know how inventory is tracked? I agree the manager sounded like a dick, but you also come off as an idiot, so maybe you really misunderstood the whole thing.

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Heywood Jablowme
Atlanta, US
Oct 23, 2011 3:09 am EDT

To you it looks like an even exchange. To the retailer they need to credit your account then re-charge your account for the exchanged item. It helps keep their inventory system in line and then there are IRS rules concerning returns. Or maybe your an ### and deserved the bad treatment.

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Z
7:11 pm EDT

Hollister Poor customer service

Went to Hollister Sherway Gardens, Canada.

Clerk didn't remove security tags from several pieces of my clothing.

We had to drive an hour back to the store to have them removed. They tried to make us stand in line again to have the tags removed.

They could have offered something for the additional time we had to waste.

- Computer didn't do the mark downs properly.
- The music is so loud the staff and customers cannot communicate with each other
- The perfume was so strong in the store you could taste it
- The lines are too long, when there are plenty of staff available
- It is so dark the staff can't do their job
- No cell phone reception while in the store but full reception in the mall

Hollister management could do a better job of training their staff, providing customer service and improving the environment.

It will be a long time before I shop at Hollister again.

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bamk
, US
Oct 05, 2011 3:20 pm EDT

We ordered some items on the Hollister Co web site. They did not ship the items that we ordered. The customer service was very terrible to deal with. Now they will not ship the items that we ordered or refund our money.

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A
1:57 pm EDT

Hollister Poor Customer Service

I purchased several items online through Hollister, Co. for my teenage daughter. This was the first time I had ever bought anything from them. The folks in the stores are not helpful and quite rude, so I figured we could just buy the same the things online and not worry about the rudeness. Boy, was I mistaken. I purchased several items, never received any confirmation that it was received but they quickly charged my credit card that day. To my suprise, when I called in to see where my order was, they told me it was canceled. Canceled? But they still had my money. When I asked why, they said I'll get an email from a department that only corresonds through email. What? I asked the snotty, little girl if I could speak with her supervisor and she hung up on me. Hmmm, no refund, no purchases, no explanation.

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Hollister In-depth Review

In summary, Hollister website provide good experience for shopping with nice design and variety of clothes. They have good sales and customer service is helpful. But let's look more detail.

Website Usability and Design

  1. Navigation and Layout: Website is easy for use. Menus are clear and categories well organized. Finding products is not hard.
  2. Visual Aesthetics and Branding: Site look very modern and have strong brand feel. Colors and images are very nice and give California style vibes.
  3. Mobile Responsiveness and Accessibility: On phone, website work well. It is easy to scroll and click on small screen.

Product Range and Selection

  1. Variety of Clothing and Accessories: They have many types of clothes like jeans, shirts, and jackets. Accessories like bags and perfumes also available.
  2. Availability of Sizes and Styles: Many sizes are there but sometimes popular items run out fast. Styles are trendy and follow seasons.
  3. Seasonal Collections and Trends: New collections come for different seasons. They follow latest fashion trends.

Product Quality and Durability

  1. Material and Fabric Quality: Clothes feel good and materials are nice. They seem to last long time.
  2. Construction and Longevity: Stitching is strong and clothes do not wear out fast.
  3. Customer Reviews and Feedback: Many customers say good things about quality. Some items have mixed reviews.

Pricing and Value for Money

  1. Price Comparison with Competitors: Prices are similar to other brands like Abercrombie & Fitch. Maybe little cheaper sometimes.
  2. Sales, Promotions, and Discounts: They have good sales, especially end of season. Email newsletter give information about discounts.
  3. Loyalty Programs and Membership Benefits: Club Cali is their loyalty program. It give points and rewards for shopping.

Customer Service Experience

  1. Responsiveness to Inquiries and Issues: Customer service answer fast when there is problem or question.
  2. Return and Exchange Policies: Returns and exchanges are easy. They give 60 days for return which is good.
  3. In-store vs. Online Service Comparison: Some people say in-store service is better because you can talk to person. But online also not bad.

Checkout Process and Payment Options

  1. Ease of Checkout: Checkout is simple and not take too long. It is easy to understand.
  2. Payment Security and Data Protection: Website is secure and they protect customer information well.
  3. Variety of Payment Methods Accepted: They accept many payment methods like credit cards, PayPal, and others.

Shipping and Delivery

  1. Shipping Options and Costs: Shipping costs are okay, not too high. Free shipping sometimes available for big orders.
  2. Packaging and Handling: Items come well packaged and in good condition.
  3. Delivery Times and Tracking: Delivery is usually on time. Tracking information is provided and accurate.

Sustainability and Ethical Practices

  1. Environmental Impact and Eco-friendly Initiatives: They are trying to be more eco-friendly with better materials and recycling programs.
  2. Ethical Sourcing and Manufacturing: They say they are committed to ethical sourcing but not much detail is available.
  3. Corporate Social Responsibility Efforts: They have some social responsibility programs but could be more transparent about efforts.

Customer Engagement and Community

  1. Social Media Presence and Activity: They are active on social media like Instagram and Twitter. They post often and engage with customers.
  2. Customer Reviews and Testimonials: There are many reviews on their website and other places online. Most are positive.
  3. Community Involvement and Events: They do some events and community work but not very much information about this.

Overall Shopping Experience

  1. Summary of Pros and Cons: Pros are good design, quality clothes, and nice sales. Cons are sometimes out of stock items and need more sustainability details.
  2. Comparison with Similar Retailers: Similar to other fashion retailers but with unique California style. Prices and quality are competitive.
  3. Final Verdict and Recommendations: If you like trendy clothes with good quality, Hollister is nice choice. Watch for sales to get best value.
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- Summarize the main issue you have with Hollister in the 'Complaint Title'. Be concise but descriptive to attract attention.

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- Provide detailed information about your experience with Hollister. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, personal impact, and the company's response.

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- Attach any relevant supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

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- Use the 'Claimed Loss' field to state any financial losses incurred and the 'Desired Outcome' field to specify the resolution you are seeking from Hollister.

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Follow these steps carefully to effectively file a complaint about your experience with Hollister on ComplaintsBoard.com.

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Contact Hollister customer service

Phone numbers

1866 426 1285 808 234 0795 More phone numbers

Website

www.hollisterco.com

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