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So, I got suckered into signing up for Hollister's text message alerts at the end of August, which provided me with a $10 off coupon to use online. I picked out a button-up hoodie and a pair of jeans, proceeded to place my order and wait for its' delivery as is standard, and no dice.

I had tracked it a few days before it was due to arrive so I'd know when to expect it, and it didn't show up. Given that it was a holiday weekend, I gave it 'till Monday. No package. Tracking it again, FedEx's website showed me confirmation that the package was indeed delivered on the day I was expecting it, problem being that I never received it.

So, after about 12 phone calls between FedEx and my local post office, it becomes glaringly evident that nobody knows where my package is. So I call Hollister and explain my situation to the customer service girl twice, because after I explain it the first time, she thinks I've asked for help tracking my package. Nope. Once I clear up that misunderstanding, she tells me she's going to escalate my order in the shipping department, that it's going to be sent out priority shipping, and it should reach me by Tuesday at the latest (this was Friday).

Okay, cool, no hassle, I'm totally satisfied with that. It wasn't Hollister's fault that I didn't get the package to begin with, so I feel like the issue is dealt with and my outfit is coming. Nope! I receive an email from "Eric" at Abercrombie & Fitch's customer service on Monday, informing me that they're sorry I never received my Hollister order, and they've issued my card a refund.

O....kay, well, if all they were able to do was refund me, shouldn't that have been issued...when I was on the phone the first time? So I send them a frustrated email spelling out my confusion, and they forward me the SAME "Eric" response they sent me the first time, only this time they've offered to "wave my shipping fee" if i replace my order. Why would I have both the CS rep's word and an email stating that my order was being re-shipped if they were just going to credit my card and cancel the order? I even had the girl check to be sure they still had the items in stock in my size.

Honestly, I went to the mall over that weekend, and would've picked up a cute pair of skinnies if I'd known my package wasn't coming.

Expected one thing, got another, got pissed. This isn't my first rodeo with the super incompetent kids at A&F/Hollister, but it may be my last, because I'm tired of getting sub-par customer service when there's a problem.

Location: Rochester, New York

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Jenny Tyl

Agree mostly who orders from abercombie , hollister , Gilly hicks , and ect. All have the same problem maybe some will get the package and I hope that doesn't happen to me because I just brought about $100 worth abercombie (online) so I hope to get the package bought 5 things such as $25 jacket, $19 shirt,almost $14 Long shirt,$12 shirt , and $30 jeans + tax so I hope all five items return or get to my house safely and right thing and don't lose money hope that doesnt happen to me

:sigh

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