Hays Zlp

Orders kept being cancelled without any explaination

Hollister Co cancelled online orders without any explanation. I have many family members including myself and friends who have been wasted our time to shop for clothing on Hollister Co web site and then never knew that our orders were cancelled for no reason and no notified email until we waited for some times and went online to check our order status. It is not funny. If Hollister Co does not want to sell items that are on-sale or does not want their customers to use promotion codes, Please stop advertising its promotion and stop sending email about its hot deals and news. This is how they do business now? No credibility and no responsibility at all.
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Anonymous
map-marker Saarbrucken, Saarland

Refusing issue tax free

I bought some items from Frankfurt store 30201 in Wednesday the system was down the employee said come later we will do it so I asked him should I bring the items with me he said no now I just went to the store to do the tax free the manager she refuse to give her name she refused to issue the tax free she said you have to bring the items I explained to her what happened and one employee said no need still refused so what is this I am one of customer that buying from hollister from Europe never happens like this service before can you explain why
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Anonymous
map-marker Santa Clara, California

WORST COMPANY EVER!

I ordered a pair of skinny jeans on the Hollister website. First the explained that the jeans will be shipped with FedEx then two days later I called fedex and they explained that USPS is now in charge of the shipping. Hollister customer service explained to me that "in their corporate law, I can't speak to a manager". And the customer service rep also explained that she can't give me her name and hung up the phone in my face. VERY DISAPPOINTED FROM HOLLISTER! This was my first time ordering clothes from Hollister and I have to say the WORST EXPERIENCE EVER!
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Jennifer Roberts OBrian
map-marker Binghamton, New York

I placed an order on 12/10 for Christmas gifts and was guaranteed to have them on or before 12/18 and am still waiting on 12/27!

Below is my most recent conversation with Holister's customer service rep. No help offered! I had a separate conversation with Customer Service on 12/23 and also emailed. Will never shop at Holister again!!! Chat InformationLet me grab a rep to chat with you. Chat InformationYou are now chatting with 'Aspen' Aspen: Hey, what's up? How can I help you today? Jennifer: Hi, Aspen, I chatted with a Mallory on Monday about an order I placed on December 10th and was guaranteed to be delivered on or before December 18th. I did not receive them for Christmas and I was not in a financial position to replace them for Christmas. Mallory gave me a 10% credit, but I was not at all satisfied. Yet, there was nothing I could do, I was powerless. At that time the packages were to arrive on the 26th. Well I still don't have them and when I track them the arrival date says N/A...I am beyond frustrated! This is ridiculous and I want Holister to fix it! Order number 200******** Aspen: Sorry about that, but have you called into FedEx with the tracking number. They are able to give you current updates on your order. Jennifer: FedEx is not the one who promised I would have it by the December 18th! I am not concerned about where it is, I am concerned that it is not here. And if anyone should be finding out where it is and how it is going to get her asap, it is holister. What happened to good old fashion customer service. Where companies kept their promises and customers received quality service? Aspen: You will need to email into our shipping and tracking team at hollisterco@***.com and they will be able to assist with getting your package to you. Jennifer: Yeah did that the other day. It didn't help. Received a great $30 off coupon that ironically did not work. Is there someone management I can talk with? Aspen: There is not, the only reps that can assist will be the shipping and tracking team, Jennifer: I want someone to talk with about my overall experience with Holister and how awful it has been. There is no such person? Aspen: It would be the shipping and tracking team as well, they escalate the email up to corporate. Jennifer: Aspen, a quality company would have it where you contact your sister departments to find the answers for me and then you get back to me with the answers I need. I realize that is to how Holister works. The already dissatisfied customer has to do more work to make right the wrongs of the multi-millio dollar company. Got it! Aspen: Feel free to let us know if you have any more questions.
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1 comment
Guest

if thats how they treat you online, think about how they treat you when you are in one of their stores. they are rude, disrespectful, have bad service, and ignore some of their customers.

Nhung Hiy

Missing item from order, terrible customer service

I ordered 4 items from Hollister's website, received 3 of the 4. Called the day I received order and was told that they would be shipping the missing item. After 10 days, still hadn't received it so placed second call. Once again told the item would be shipped. After another 7 days, called Hollister again. This time was informed the item was no longer available. Yes, it was to be a Christmas gift.

It is inexcusable that I was not informed, via email or phone about not receiving this item. Had I not followed up, I'm assuming I never would have been informed. And, the charge would have remained on my credit card for an item I hadn't received.

Asked to speak to a manager to no avail. Was given an email address which, surprise, surprise, doesn't work. How are customers supposed to get satisfaction or at least an explanation for Hollister's mistakes??

I'm very dissatisfied with the lack of customer service from Hollister. Two out of the three customer service representatives I dealt with gave me inaccurate information, no communication and frankly must not know how to do their jobs correctly. Not a great record for Hollister. We've been Hollister customers for years and will be spending our money elsewhere based on this experience. Customer service is paramount. Very disappointed.

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Anonymous
map-marker Rancho Cucamonga, California

Hollister's customer service SUCKS!!!

I ordered 2 hoodies on 12/07 for two brothers as a Christmas gift. I was told that I would receive an email once my items shipped, but they NEVER sent me one. About a week and a half later I received a package with ONE hoodie and the two gift boxes I ordered. The gift boxes were supposed to come with two personalized cards, but I did NOT receive my cards. The onle email I received from this BS company said that one of my items was on backorder and would ship out on the 16th. Today is the 23rd; it's two days before Christmas, and I have not received my order, so I called customer service, and they told me it was on backorder AGAIN. My biggest issue with this company is their failure to communicate things properly. Had they told me sooner, I would have chosen another item, instead they gave me false hope that my order would be fulfilled before Christmas.
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1 comment
Guest

I totally agree with those who complain about the BS Hollister customer services. Seriously, the company should train those people with more time and even just teach them how to speak!!

I called the customer servies because I have some problem with my online purchasing. There are two different number they state as the customer servies info. I called one of them and the person just being so inpatient and seriously I can feel how he wants to hang up the phone without even listen to my problem. Okey, maybe he had a bad day or someone in his family has accident or his girlfriend dump him so that's why he is being so rude to me.

It's alright, everybody has that Bad Day that he/she can't control. So I called the other number and try to solve my problem. A girl picked up the phone and responding like she doesn't care what's my problem with the purchasing and it is not her business. I mean, if you don't like to help customers to solve their problem then why been in that department?

One might say that they don't like to do that kind of job but just have to earn the money so they have no choice.

But hey, you are earning the money out of the company guys, do the work and have the attitude you should have. Or just get your butt out of there and do some other things man.

Anonymous
map-marker Towson, Maryland

I tried to place two orders with them online and both orders were cancelled - I've placed many orders with other companies and NEVER had any issues -

I tried to call customer service, but they were of no help - and there is no number for the resolution desk, just email. This is the worst setup I've ever seen. I wanted to send my grand niece a christmas gift, but Hollister failed. The first attempt was an e-card and that was cancelled, the second time a regular gift card and that too was cancelled. I use the same billing address every time but Hollister can't seem to get it verified. I called my credit card company and they said they approved the order and that everything on my end was good.
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Madie Wzb
map-marker Kingston, Kingston

Hollisterco. Racist and prejudiced against Jamaicans

I placed an order online with Hollisterco on July 1, 2013. The order amounted to a few dollars shy of USD1000.00.

My order was confirmed and I got my confirmation email. 5 days later I noticed that the monies were being held by my bank but not totally deducted. So I contacted my bank to query if they thought the purchase was fraudulent why the monies weren't removed. My bank advised that its Hollisterco who isn't taking the monies but it was being held for them.

I emailed Hollister and they advised that my query would be forwarded to the Research and Resolution Department. I also called their toll free number and spoke with Megan who was happy to advise me that my order was cancelled because I purchased too many items being Jamaican. I was affronted and told her that my Husband like their brand and wishes to wear them to the summer parties in Jamaica this year. I never knew they were prejudiced against our Jamaican race.

I have purchased from Hollisterco. up to May 2013 and received my order, though it was much smaller. If Hollisterco. had stated that orders exceeding a certain amount would be denied, I would have ordered elsewhere.

I would also have ordered elsewhere if they had said "No Jamaicans Please!" I got an email from Bryan at Research and Resolution stating that no future orders would be accepted from me because they believe I intend to resell their clothing. All 27 pieces of clothing were different and all were medium which is my husband's size. They never contacted me once to query my order or seek clarification. But as Megan so honestly articulated "You are Jamaican." I will never buy from them again nor should any Jamaican or anyone of Jamaican Heritage.

I have wasted my time and hard earned money trying to purchase from a company without ethics.

I could also have purchased elsewhere while they had my monies on hold sitting at the bank. I am so disappointed in them and their customer service.

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1 comment
Guest

It's a shame, I went in one of their stores iat Natick mall, MA and the "model" at cashier looked at me and said _ " You can't buy more than 20 pieces" , she not even said hello! I said- There much less that 20, is only 8 pieces of different items, she looked at me rolling her eyes and called her manager, - She can buy all those pieces?

He said- They are different, yes she can.

Not happy with that she called another person to fold and put my stuff in bags, and were no line behind me, is like she no wanted to serve a latin person. She didn't said thank you or anything and while I was paying with gift cards(2) she threw my cards on the counter with a face of *** and rolling her eyes and said to me wait on the side.

Lanitra Zvk

False advertising and rude workers

OK so I've never been much of a Hollister fan to begin with. But I still Do wear there clothes because they are what's "in" for my age group. I've always felt very intimidated when I walk into the store because they only want " beautiful and skinny" people wearing there clothes. I'm not unattractive nor , per say, fat but I'm not beautiful or a size zero either. But back to my point I have a lot of bad personal experiences in Hollister... some involve me and some are things I've seen that have made extremely mad. But there is one experience that stands out from rest. So I shop at the Hollister in the Battle Field Mall in Springfield, MO. I don't really like it much but its the only store near me. So me and my mother had gone into because I was looking for some new shirts. My mother normally waits outside be there was already quite a few people in the chairs Hollister provides (right outside the entrance) and at the benches in front of the store so my mother decided to come in with me. well after looking around for a while I had a found a cute sweater and a t shirt. There was a sign in front of the sweater that had said "sweater sale $25." And the tee shirt I had found was on clearance for $10 and they wear taking 60% clearance items ( Already marked down) and I thought this was a good deal seeing it would only cost $4 dollars! so when I went to check out I had figured that I would be spend about $29 dollars without tax and considering I had brought $40 I knew 11 would be way more than enough for tax. when I got inline there was only one person in front of me. The lady that was actually checking out was Hispanic and had two children. one of which had down syndrome and he was a little chubby and was probably about my age (13) and was holding a blanket. I thought nothing of it until I saw two workers ( on male and one female ) look at the child and laugh! And then he proceeded to look at the mother and say while still laughing the child " Isn't he a little to big to be carrying around a blanket?" I was outraged at the workers but what made me even more infuriated was that the mother didn't do anything about it! she paid and left! I then had to wait another ten or fifteen minutes to check out because only one register was open and the other two were closed while a whole group of workers did nothing but sit around and talk. When I finally got to the register the lady wrung my thing up ( without really even acknowledging me) and told me the total was over $48 dollars! I had said that the sign said that the sweater was $25 dollars but she said it was a forty dollar sweater. I had really had enough and just left. I haven't an experience that bad since then but I'm still definitely disappointed with Hollister and there workers.
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4 comments
Guest

Hollister employees don't receive commission

Guest

Rude. You know, when they get hit by a car, or their kids have mental disabilities as well, you wonder why.

they need to stop this attitude, well, actually, they don't exactly have to, but you're supporting this type of behavior by shopping there. You can't exactly complain either because YOU didn't defend them, so you're just as bad as them. Sorry sister, you try to make it sound like you don't have a choice but to shop there, but there is always a choice.

You're supporting them, and the workers. You just gave them commission.

Guest
reply icon Replying to comment of Guest-697421

Hey honey, next time you post a comment make sure you have you're facts right. I didn't give them commission considiring I didn't buy anything :/ @ beautifulgorgeous

Guest
reply icon Replying to comment of Guest-697421

Okay honey, next time YOU post a comment at least make sure you have your facts right. I didnt give them commission considering i didnt buy anything :/

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Anonymous
map-marker Atlanta, Georgia

Hate Hollister!! Sucks!!

I am soo upset with Hollister!!!!! I ordered some clothes during cyber Monday and one of my sweater had to be back ordered even though it said it was in stock. Then I confirmed the link TWICE in order to keep the *** sweater and they freaking cancelled it!!! What's worst is it's been literally a week and I STILL haven't receive my package yet!!!! FedEx estimated the arrival last Friday and it did not get here and now my package isn't moving!!! It's stuck in the same freaking city as me but apparently it's just too hard for it to arrive at my doorstep!!!! I am NEVER ordering from Hollister again!!!!! Awful customer service and slow delivery! I'm starting to worry that it will never come!!! :(
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Loss:
$40
2 comments
Guest

100% True!!

My order had been back order for 4 weeks before i finally pissed off and canceled the order.

My estimated delivery date was changed and changed again and again.I even saw the same item and same size for sale on line in a higher price after the second time they changed my backorder status, but they just refused to ship it out. I think if i bought it with a higher price at that time they will ship it immediately.

*** Hollister has the worst customer service in the world.

Guest

First world problems

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Anonymous
map-marker Tampa, Florida

This company sucks

I place an order online on dec 18th, the only reason I placed the order was because the website had an ad saying if you place order by dec 21 you'll get it by the 24th,well today is the 21 and I got an email saying my order will be delivered on the 26, WTF is that about? I need my *** for Christmas not after, I called probably 7 times already and all their customer service rep are dumb, they all sound like they didnt even went to school, a bunch of idiots. I will never buy anything from this company again.
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Loss:
$130
Anonymous
map-marker Virginia Beach, Virginia

Dissapointed and Angry.

I ordered over 200$ worth of clothing on the 3rd of October. My order was due to arrive within two weeks. I waited over an entire month til November 6th and sent an inquiry. I was emailed back about 3 days later telling me to expect my order on the 13th and a "sincere" apology and a "thank you" for being active military duty. Great, well the 13th has come and gone with no sign of my order. I emailed again, and was sent an email saying they are so sorry, and they will have their "search and resolution team" investigate the issue and that the "investigation" ALONE would take up to 10 days. Which means IF I ever even receive this order it will be over 2 months by the time I get it. Angry is an understatement for how I feel right now. I have asked the same representative emailing me who I can get in touch with to file a formal complaint etc, and she has completely avoided the question and now is not responding to emails. I expect something for this!!!!!!!!!!!!!
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Loss:
$210
1 comment
Guest

wow

Zamzam Wxk
map-marker Chesterfield, Missouri

Gift certificates INAPPROPRIATE

Several of my grandchildren between the ages of 10 and 18 LOVE Hollister. This is unfortunate for them and for Hollister because I will no longer purchase gift certificates from Hollister and will shop Old Navy or American Eagle instead. There is no choice in gift certificate except a handsome young lad with his shirt open and a come hither look and a too cozy attractive girl and guy about to kiss. THIS IS NOT APPROPRIATE FOR 10, 11, 12, 13, 14,,,, YEAR OLDS. I have attempted to purchase for this holiday season gift certificates on two occasions at the Naples Florida Coastland Mall Hollister. A plain gift card with the company name would be quite doable...but none is offered. (Marlene Salamone, Naples Florida)
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3 comments
Guest

This is so dumb, such a pathetic complaint... it's just a *** giftcard.

If you think it's so inappropriate to have a guy with an unbuttoned shirt, why don't you look at all the "role model" celebrities your grandchildren idolize...

plenty of inappropriate behavior going on there, and people praise them for it. Go shop at another store if its such a big deal.

Guest

Actually not too true. Although those options are true, and you usually see these pictures in the stores, the clothes are very appropriate for teens and tweens.

They are usually not "sexy".

And I received a gift certificate for Christmas with only the logo on the cover. Usually if you cannot find a good gift card from the actual store, other stores like Walmart or amazon.com sell other options for your choice of price.

Guest
reply icon Replying to comment of Guest-772450

You are correct. The clothes are great and definitely appropriate for teens and tweens.

It is the Gift Card picture to which I object. Even just a plain card that says "HOLLISTER" should be available for the ten year olds.

At least customers could have a choice. (Marlene)

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Nahshon Cro
map-marker Hamilton, Ontario

Hollister thieves Canadian consumer(s)-need lawyer

Live in Canada and I had mistakenly gave my debit card (both credit and debit look similar) number for my daughter's school clothes purchased from Hollister, called them back and gave them my visa credit card number. Received the items purchased but charged from both my debit and visa credit with no reimbursement so far for the $115.26 that I have so far ended up paying twice for one order. I sent as requested scanned copies of both transactions from my debit and visa credit card to Hollister, complained by telephone and asked for the manager which they would not give me, they always said something like it would take 3-5 business days which never happened. The email says their computer indicates I had been charged once when I had already sent them copies of both transactions. I complained twice through their survey, told their would be an internal audit but still no reimbursement which has now been over a month. Is there a Lawyer able to take on a lawsuit on behalf of parents who are being ripped off by Hollister? Is Hollister getting away with theft? How can this be legal??? Is there help for Canadian consumers?
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Loss:
$115
Reason of review:
Problems with payment
2 comments
Jerrid Wqb

An attorney for $115? surely you jest!

You don't have much recourse with debit which is why you should never use it for purchases but you can/could have filed a transaction dispute with your Credit Card company.

You may be too late now as there are time restrictions. Nothing is different for US or CAN customers having this issue.

Guest

Omg ... I just experienced this.

Charged twice on my credit card. Called hollister and the receiver was so rude. They did not even admit they had charged twice bulls hitting about some authorization hold. Ask us to check in 5 days.

Omg ... is this some sort of daylight robbery?

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Anonymous

Totally Ripped Off by Hollister

17 yr old daughter saved up summer money to order new school clothing. Ordered online at the beginning of Sept. Got an email saying that she had insufficient funds. Order was cancelled Checked with bank - Hollister had taken the money. Called and was told account would be credited. Order was re-submitted. Shipping was waived because of the mistake. Same thing happened again and the original money taken had not been credited. Now she was owed for 2 orders - $169.00. Called again. Was told I would have to email. They don't handle complaints by phone. What kind of customer service is this!! Emailed. Was asked to send in bank statement showing that Hollister had taken the money. Did this. Finally heard back last week that they would credit the money in 3- 5 business days. Day 6 contacted them again by email- No one will call me!! to say that the money had not been credited. Received email saying that they had done their part and I would have to take it up with my my bank. I have sent 2 emails now asking them to please send me a copy of the transaction showing that they had credited my account. Can not get a response from anyone. Help...they are stealing money from children. What a horrible company.
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Loss:
$169
2 comments
Guest

Yeah it's a typical retail company. It always happens, that is why I purchase in the store.

Take it to the bank and tell them about the incident. What they will do is charge Hollister for the money. I use to work for a retail store, and the Bank has the power to get your money back with your receipt, email, and bank statement.

Don't worry you'll get your money back. They wouldn't steal your money, they can get sued.

Guest

They are not "stealing money from children" It was one child and wasn't a theft but a screw-up. You should always let your bank handle fraudulent or mistaken charges. They have more clout, time, and patience.

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