Here is the complaint note I sent to abercrombie & fitch last night regarding the poor service I received.
I realize that customer service maybe isn't one of A & F's top priorities,
however the service I have received (or not received) lately has been
appalling. I shop at the Fargo, ND location and find myself wondering why
you have hired a team of sales staff at all when all you apparently need is
someone to unlock the fitting rooms and someone at cash. This past weekend I
visited the store to purchase jeans. I was ignored when I had to jump to
reach the size I needed on the top shelf. Then when I tried the jeans on I
found that I wanted a different size so I asked the fitting room person if I
could get another pair. He replied "Oh yeah sure, go ahead." I clarified by
telling him that actually I couldn't reach the size I needed. He told me he
could grab me a ladder so I could get them down myself. I then explained
that my purse, clothes, etc were still in the change room. It was then that
he decided to ask another girl to grab the size for me. I was also kicked
out of the change room I had used and the girl returned with the correct size
but wrong style. After realizing the jeans were not the style I requested I
then gave up and decided to discontinue my search. I often find this store
terrible for ignoring customers and generally being unhelpful. While the
rest of the experience is rather enjoyable, it cannot make up for the poor
service. Comparatively, I found similar jeans at a similar price at The Gap
where I know the service at every location is at a high level. I hope that
you value my comments and that you pass them on to the local management so
that perhaps the issue can be addressed.
Jill B@rr0tt
Here is the response.
Hey Jill,
Thanks for contacting us at A&F. We apologize that the service you received
from our company did not meet your expectations as we strive to provide quality
service across all channels of our business. We will absolutely speak with the
appropriate folks regarding your complaint to ensure that you receive better
service in the future. All compliments, complaints and concerns from our
customers are considered extremely valuable and are used as training
opportunities for all to benefit from. Because of you, we are able to improve
upon our practices. Thank you again for bringing this matter to our attention.
For any additional concerns, hit us back with another email, and we’ll be
happy to help. Thanks again for contacting us at A&F!
Leonard
Abercrombie & Fitch
Customer Service
No free stuff this time but I did my part and hopefully I will see an improvement next time I am there. How would you like to be one of these customer service people? They probably have a standard form letter with a bank of appropriate phrases to choose from. I wonder if they get any perks from A&F. You'd think that they would see a lot of the ugly side of the company (from the customer's point of view) and would maybe not want to shop there.
5 comments:
Shucks! no free stuff?!
Next time you go to A&F and get a hint of bad service, you should tell the sales associate you're a secret shopper and that they have failed miserabley. oooh! and let them know that they will be recieving a bad service report card.
It'll be a funny joke. and at least you get the kick out of messing with them.
Sounds like a cookie cutter response to me. I don't think they should get any special perks for that. Bunch of lazy bums. Maybe if they phoned you and personally expressed their regret about your unfortunate experience they MIGHT deserve a cookie or something.
Speaking of cookies... I'm still waiting. :p
Did you ever get a response from I think it was Zellers regarding their unsafe shopping carts or whatever it was?
You should take a note from me and the $150 I got from El Al Airlines by complaining :)
As for A & F, I'll bring you to an A & F where they are very friendly and helpful. The topless male greeter at the entrance said hi to me and he posed for a picture with Mimi.
cookie cutter response granted, why'd the response have to be so nonchalant?
You guys are right, it was a rather casual response, which has me wondering, WWGD? That is, What Would Gap Do? I do hold The Gap in the highest regard in terms of customer service and satisfaction. In the past five years that my sister has worked there I have heard many stories about crazy customer complaints and how Gap responds to them.
I started my complaining experiment last year when I received poor service from Black's Photography. In the end they gave me 100 free prints and I was happy. I did talk directly to the manager though and I actually had to complain twice. To get free stuff I think you have to be rather angry and complain loudly or with some frequency. I think we should write a guide to complaining. What works, common pitfalls, etc. Complaining is an art really; to get what you want you have to know what you're doing.
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