“I am genuinely disappointed with my recent experience at Abercrombie and Fitch. I purchased the wrong brand of cologne and returned to the store expecting a simple exchange, especially since the package had never been opened. Instead, I was told I was past the sixty day window and nothing could be done. Given the condition of the product, a reasonable exchange would have been the right thing to do, but there was absolutely no flexibility or consideration shown. It left me feeling that customer satisfaction is not a priority.
I also tried to use a ten dollar reward, only to discover that it is valid online only, rather than being allowed to use it in the store and avoid shipping and handling fees. This makes no sense and feels intentionally designed to force customers either to spend more than they planned or to lose the value of the reward through the added fees. In the end, you gain nothing and they essentially take the ten dollars right back from you.
As someone who has been a loyal customer, both of these policies are extremely disappointing. It is frustrating to see a company operate in a way that offers no flexibility, no understanding, and rewards that are structured so poorly they become practically useless. At this point, I do not feel valued as a customer, and I will seriously consider taking my business elsewhere.”
