Comments on: Abercrombie & Fitch Customer Service http://www.serviceuntitled.com/abercrombie-and-fitch-customer-service/2010/01/05/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Outlet Moncler http://www.serviceuntitled.com/abercrombie-and-fitch-customer-service/2010/01/05/comment-page-1/#comment-1229617 Outlet Moncler Tue, 27 Dec 2011 12:02:06 +0000 http://www.serviceuntitled.com/?p=1253#comment-1229617 I do like the manner in which you have framed this specific concern plus it really does give me personally a lot of fodder for consideration. On the other hand, from everything that I have experienced, I just simply hope as the opinions pile on that folks continue to be on issue and in no way start on a tirade associated with some other news of the day. All the same, thank you for this fantastic piece and although I do not go along with this in totality, I respect the perspective. I do like the manner in which you have framed this specific concern plus it really does give me personally a lot of fodder for consideration. On the other hand, from everything that I have experienced, I just simply hope as the opinions pile on that folks continue to be on issue and in no way start on a tirade associated with some other news of the day. All the same, thank you for this fantastic piece and although I do not go along with this in totality, I respect the perspective.

]]> By: louis http://www.serviceuntitled.com/abercrombie-and-fitch-customer-service/2010/01/05/comment-page-1/#comment-1106085 louis Fri, 12 Nov 2010 09:13:20 +0000 http://www.serviceuntitled.com/?p=1253#comment-1106085 I had the wrong color shipped to me of no fault of mine, in fact the color is not even available on the website at all (no color swatch to choose, only one option) but when it arrived, it is something i never seen before. So i emailed A&F to resolve the issue, main question is to ask if i need to pay for my own shipping to send the product back to them. Communication was good for the first day, then it totally stopped for 3 days. Each day i would send them 1 email to prompt for a response. Below is the response on the 4th day, and my response. Their customer service really sucks and i'm still waiting for their reply. A&F email reply to me: Louis, We apologize for the delay in finding a resolution for the problem with the Emmons Mountain jacket. We will not have you ship the incorrect item back to us in any case. Keep in mind that each time you contact us for an update, it pulls your issue out of the Distribution Center work queue until have an opportunity to answer your update email. This delays us in actually working on the Emmons Mountain issue. We understand that it is frustrating to be waiting for a solution in a situation like this, but we would ask that you do not reply to this email again, so that we can keep it escalated. If you have not received an update on this issue by Wednesday, November 17, please email us separately and use this reference number: 101107-002769. We look forward to solving the problem with your Emmons Mountain. K Customer Service Abercrombie & Fitch Check us out! You've asked, and we listened! Woods is officially back: http://bit.ly/ANFWoods_YouAsked K, Your email served no purpose to me other than to frustrate both of us all over again. I am not interested in your process workflows and I do not need to know them. In waiting for the 4th day now, not a single email from u offered any form of explanation with regards to my specific questions, even the email that u just sent. It seems that someone had already decided not to resolve my issue when u said that u would not have my incorrect item shipped back anyways. I am very confused by your statement and as a long and regular customer, I would like to know why. It is ironic that u changed the email title to "hit us back" and sign off with "you've asked and we listen". And then u tell me not to email back for a week because of the "distribution centre" priority allocation method. It does not make sense! Its like being asked to retake a queue number to see the dentist when I merely asked the nurse a simple question (like how long do I have to wait)! Frustrations aside, I genuinely would like to understand my issue better and would still like an explanation. Your response was deeply not satisfying at all and caused more confusion instead, please reread it from a customers point of view and understand how a customer would feel after reading a response like that. Seriously. Louis I had the wrong color shipped to me of no fault of mine, in fact the color is not even available on the website at all (no color swatch to choose, only one option) but when it arrived, it is something i never seen before. So i emailed A&F to resolve the issue, main question is to ask if i need to pay for my own shipping to send the product back to them. Communication was good for the first day, then it totally stopped for 3 days. Each day i would send them 1 email to prompt for a response. Below is the response on the 4th day, and my response. Their customer service really sucks and i’m still waiting for their reply.

A&F email reply to me:
Louis,

We apologize for the delay in finding a resolution for the problem with the Emmons Mountain jacket. We will not have you ship the incorrect item back to us in any case.

Keep in mind that each time you contact us for an update, it pulls your issue out of the Distribution Center work queue until have an opportunity to answer your update email. This delays us in actually working on the Emmons Mountain issue. We understand that it is frustrating to be waiting for a solution in a situation like this, but we would ask that you do not reply to this email again, so that we can keep it escalated. If you have not received an update on this issue by Wednesday, November 17, please email us separately and use this reference number: 101107-002769. We look forward to solving the problem with your Emmons Mountain.

K
Customer Service
Abercrombie & Fitch
Check us out!

You’ve asked, and we listened! Woods is officially back: http://bit.ly/ANFWoods_YouAsked

K,

Your email served no purpose to me other than to frustrate both of us all over again. I am not interested in your process workflows and I do not need to know them. In waiting for the 4th day now, not a single email from u offered any form of explanation with regards to my specific questions, even the email that u just sent.

It seems that someone had already decided not to resolve my issue when u said that u would not have my incorrect item shipped back anyways. I am very confused by your statement and as a long and regular customer, I would like to know why.

It is ironic that u changed the email title to “hit us back” and sign off with “you’ve asked and we listen”. And then u tell me not to email back for a week because of the “distribution centre” priority allocation method. It does not make sense! Its like being asked to retake a queue number to see the dentist when I merely asked the nurse a simple question (like how long do I have to wait)!

Frustrations aside, I genuinely would like to understand my issue better and would still like an explanation. Your response was deeply not satisfying at all and caused more confusion instead, please reread it from a customers point of view and understand how a customer would feel after reading a response like that. Seriously.

Louis

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