I purchased a $125.00 coat for my granddaughter from Hollister store. Within 3 weeks, the zipper on the coat broke. I took the coat back to the store I purchased it from and was told by the store manager to contact Hollister directly, as there was nothing they could do since they no longer had the identical coat available for exchange. That was my first mistake. I should have insisted that the store make it right. Instead, I contacted Hollister, spoke with a representative who told me to mail the coat back and they would either fix the zipper or send me a store credit. He also stated that I would receive an email when they recvd. the coat. That never happened. I have shipping validation that Hollister did receive the coat. I've made numerous phone calls and emails back to Hollister with no assistance whatsoever. I'm only told that 4-5 escalations have been made to home office and to keep emailing them. That is useless as home office has never acknowledged my emails or made any coorespondance. Today, I called once again and the representative was downright rude. I told her there was no need to be rude and snippy with me and I asked for her name. She hesitated and then hung up on me. Prior to speaking with a rep, the recording stated that the phone call might be recorded for quality assurance purposes. I think Hollister needs to review the phone call on 1-28 at 10:55 am and take action against the employee who was RUDE and then hung up on a customer because she refused to give her name, knowing that she was a jerk.
All I want is my $125.00 coat back. If Hollister is not going to make things right, then just send me my coat back. I can pay a seamstress to fix it. But, to hang on to my coat that I paid for and do nothing-is just like stealing. Something needs to be done.
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