I have spoken with several representatives at Abercrombie and Fitch regarding two previous orders I placed. The items that I purchased ended up being the wrong ones. These items were never worn, tried on, and they have both tags attached. The first representative I spoke with on June 5th sent me two return labels to ship back the items and receive a full refund for my original form of payment. Both items were received by the Ohio headquarters on June 10th. I called the return department June 11th regarding my refund and spoke with Sebastian R. He told me I would only receive an e-gift card. I asked to speak to a supervisor and he let me know, no one was available they would get back with me after he sent a message out. When a customer service issue is escalated, it is imperative that a supervisor become available to resolve the issue. He gave me every excuse as to why I cannot speak with a supervisor. I ended our phone conversation and called back. From there I spoke with Savannah. Savannah stated she was messaging back and forth with the supervisor to have an e-gift card issued, then the payment team would reach out to cancel the e-gift cards and send me a full refund to my original form of payment. She apologized for Sebastian poor quality of customer service, and that he would receive additional training from his supervisors. She stated she’s worked there 5 years and was more than happy to help with my issue. I received the e-gift cards the same day and from there I would wait on the payment department to reach back out. I woke up Saturday morning June 12th to an email from a customer service rep named Bruce. In the email he spoke about the years 2018, 2019, and some of 2020. My items were purchased in 2020. He also stated I would not receive my original form of payment but I could keep my e-gift cards and that they do not expire. I was told by the first representative on June 5th I would receive a refund in my original form of payment. I was then told by Savannah I would receive e gift cards and her supervisor stated the payment team would reach out, cancel my e-gift cards, and issue my refund to my original form of payment. June 12th I am now on the phone with another customer service rep saying we can’t reach our supervisor by phone since we are working from home, we also can’t reach the payment team by phone. During this pandemic, how are you working from home but not able to assist a customer? What exactly are you doing? I shouldn’t have to put my personal business on blast to receive a full refund. I will not be purchasing from here again!!!
