1/5 Anna A. 2 years ago on Google
I
never
write
reviews,
but
this
customer
service
experience
proves
to
be
an
exception.
A
week
before
Thanksgiving,
we
bought
a
brand
new
long
faux
fur
lined
puffer
jacket
(on
sale
for
$110).
It's
so
warm
and
beautiful
for
the
winter.
Before
New
Years,
after
only
wearing
it
a
few
times,
the
entire
sleeve
seam
came
apart
and
unraveled.
The
jacket
is
unwearable
now
and
it's
clear
there
was
a
sewing
issue
from
the
factory.
On
Sunday,
the
Hollister
store
at
this
location
said
they
absolutely
would
not
take
an
exchange
or
return
or
something
for
store
credit
or
call
customer
service
and
said
that
we
were
out
of
luck
with
this
problem.
After
visiting
the
store,
we
called
Hollister
customer
service
and
they
said
that
the
store
was
wrong
and
that
Hollister
policy
states
this
jacket
is
well
within
the
means
of
being
exchanged
for
the
problem
that
happened.
We
did
not
have
the
receipt,
but
the
purchase
can
easily
be
looked
up
with
the
card
it
was
purchased
on
and
was
also
on
the
membership
account
for
rewards.
Today,
we
walked
back
into
the
store
and
immediately
the
store
associates
at
the
counter
were
defensive.
They
were
the
same
two
that
helped
out
my
family
member
on
Sunday.
They
said
"We
will
not
take
an
exchange
or
return
without
a
receipt
and
without
the
tags
still
attached."
After
going
back
and
forth
and
explaining
that
we
spoke
to
corporate
customer
service,
the
lead
for
that
shift
said:
-
every
Hollister
location
has
a
different
policy
-
every
Hollister
manager
can
make
their
own
decisions
-
the
customer
service
for
Hollister
has
different
policies
than
their
Hollister
location
(note:
she
specifically
said
their
location
has
different
policies
from
all
the
other
stores
and
corporate)
and
as
a
third
party
they
have
no
say
-
Hollister
warranties
and
Hollister
policies
don't
apply
to
this
location
and
her
decision
or
her
manager's
decision
(manager
was
not
working)
was
final
-
since
we
said
the
jacket
was
worn
a
few
times,
they
could
not
do
anything.
Even
though
it
was
clearly
a
factory
problem.
Stitching
on
a
brand
new
$110
coat
doesn't
just
unravel
if
it's
done
right.
I
called
customer
service
and
the
shift
lead
walked
away.
Customer
service
listened
to
the
story
and
said
that
they
were
supposed
to
take
an
exchange
or
return
for
store
credit,
but
said
the
store
was
supposed
to
call
them,
not
me
from
my
cell
to
verify.
I
hung
up,
and
we
stood
there
waiting
for
the
shift
lead
to
come
back.
In
the
mean
time,
another
customer
came
in
(young
male)
without
a
receipt
or
anything
and
the
associate
who
told
us
they
can't
take
returns
without
a
receipt
literally
took
his
return
without
a
receipt
and
looked
him
up
in
their
system
somehow.
We
were
stunned.
The
shift
lead
finally
came
back
and
refused
to
hear
what
customer
service
told
me.
She
told
us
to
go
to
another
location
and
they
might
be
able
to
help
us.
At
this
point
we
felt
really
deceived
as
customers
and
I
asked
her
to
call
customer
service.
She
said
it
didn't
matter
but
left
the
counter
again
to
"call
them."
She
returned
way
too
fast
this
time
and
said
that
Hollister
customer
service
told
her
that
the
policy
was
they
could
only
take
items
with
tags
and
the
original
receipt
and
there
was
nothing
she
could
do.
We
left
and
called
Woodfield.
The
manager
at
Woodfield
was
extremely
helpful
on
the
phone.
She
immediately
looked
up
the
rewards,
spotted
the
sale,
identified
the
coat,
and
said
Hollister
would
be
happy
to
take
the
coat
back
to
see
what
went
wrong
with
the
product.
She
was
shocked
by
the
story
and
asked
who
was
at
the
Algonquin
location.
I
didn't
have
names
because
the
staff
here
didn't
have
name
tags.
If
you
are
the
district
manager
for
Hollister,
feel
free
to
reach
out
so
I
can
send
this
in
writing
to
you
via
email.
The
staff
at
the
Algonquin
location
clearly
need
re-training.
P.S.
There's
a
handwritten
sign
taped
to
the
side
wall
at
the
counter
that
I
had
plenty
of
time
to
read
(thanks
to
the
shift
lead
going
MIA
for
long
periods
of
time)
that
says
exchanges
should
be
made
for
items
of
equal
or
GREATER
value.
Hmmmmm....