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Review 9/28/2011
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I placed two orders on 9/8/11 on the A&F website. One order arrived on 9/15/11. However, the other order never arrived. I used the tracking number to check their website and FedEx website everyday to see whether the shipment went. On 9/21/01, I called FedEx about the shipment and was directed to my local USPS office. I called my local USPS office but was told to wait for a couple more days. I then sent email to the customer service of A&F that evening. I got a response from them the next day saying that the tracking number I provided was not valid. I then copied and pasted the entire order confirmation to the email and sent it back to the customer service. Someone from the customer service wrote me the next day that we should give FedEX till 9/27 and I should call or email them again if the shipment still has not arrived.
I called the customer service today (9/27/11). I got cut off the first time for an unknown reason. The representative was quite responsive when I got to speak to her the second time. After putting me on hold for a while, she told me that she escalated the issue to the tracking team and someone would contact me in 3 to 5 business days to instruct me the next steps. Few hours later, I got an email telling me that items I order were all sold out and they will give the entire credit back to my credit card account. The email also told me that I should not use my shipping address (my home address) since it was "wrong". Several minutes later, another email from them telling me that "they have successfully updated my order; upon payment approval, my order will be processed and I will receive another email confirming the shipment of my order...".
Since I got very confused, I called the customer service to ask what the emails mean (e.g. Do I need to go back to their website to reorder the items?). The representative interrupted me while I was giving her the background information regarding the issue and told me just ignore the second email. When I asked why the emails were so confusing, she got "offensive" or inpatient. She ended up to have an argument with me about why she did not feel she was offensive. I asked the representative whether our conversation was being recorded and I hoped someone in a high level would listen to the entire conversation.
I am really surprised that such a big company would handle this kind of issue so poorly. Why would it take so long for them to tell me the items I ordered are sold out? On FedEx website, the status remained as "in transit" since 9/16. If the items were sold out, why would the shipment confirmation came out first and why would they charge my credit card? Did they mean that someone lost the package and A&F could not re-ship the items since they were sold out? If that is the case, why sending the second email? Was the representative became "offensive" because she agreed with me that the second email was indeed quite stupid and confusing? She had to apologize several times after I told her I would not order things on their website anymore and I would write a complaint to the BBB about this incident.
I shared this horrible experience with other A&F lovers. I think we deserve a better customer service from a company we have been loyal for a long time!! The website really needs a major enhancement. The representatives at their customer service need to be more proactive in helping customers resolve issues.
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