Atrocious customer service from Abercrombie & Fitch resulting in a terrible customer experience. Having placed my order I opted for their next day delivery service which was an additional £10 charge. A&F confirmed my order was to be delivered a few days before Christmas, but it never arrived. I contacted A&F who told me they were aware of delays with shipping but my order should arrive before Christmas. Unfortunately it didn't. A couple of days after Christmas I chased my order again and they told me I needed to check the UPS tracker. The tracker showed my order was still in transit in Eindhoven. A&F couldn't advise when my order was actually going to be delivered but they did confirm it was definitely on its way. I continued checking the tracker daily but there was never a new update so I decided to contact A&F again for an ETA. A&F couldn't give me an ETA so I was hoping they might contact their chosen courier, UPS, for a progress report but they didn't. Instead they continued to tell me my order was on its way and not to worry. 2 weeks had passed with no sign of a delivery so I chased A&F yet again only to be told my order must be lost in the post. A&F asked me to confirm my delivery address so they could re-ship my order which i did, but I received no reply. After a couple days of radio silence from A&F I decided to chase them again only to be told on this occasion that my delivery failed because the delivery address I had provided was wrong! This was a blatant lie as I had only just confirmed the correct delivery address in the previous email! A&F told me I would have to reorder if I wanted my goods. Apparently they couldn't just resend my order as they had already processed a full refund without telling me. However, when I checked my account I was frustrated to find it was not a full refund as they had charged me £5. This was an A&F charge for customers rejecting or returning orders which was impossible for me to do considering the order never left Endhoven!Through my experience Abercrombie & Fitch have come across as a company who have no real concern or care for their customers. To top it off, throughout our communications, they addressed me by incorrect names and they would always finish their emails with cheesy phrases and emojis even though I was making a complaint. Telling me to have a wonderful day followed by a winking face was hardly giving me the impression my complaint was being taken seriously by a professional. I have tried to contact A&F to make an official complaint rather than airing my issue in public but they have failed to respond. The company have still not fully refunded me so I'm not expecting to get it back. Sadly I wish I had taken heed of the negative press of Abercrombie and Fitch before placing my order. 1 out of 5 stars has been given because this is the lowest i can score. They failed their next day delivery service, they offered no explanation or communication for the delay unless I instigated it, they didn't try to investigate my issue, they were dishonest with their excuses and they have still not fully refunded my order which I never received. It is now 3 weeks on from my expected delivery day.
