Although I can understand the customer's dismay (if indeed her experience was as she claimed it to be), I TOTALLY disagree with the notion that "the customer is always right." The Hell with that bullshit. If you truly believe that madam, then that is grounds for me to overlook any credibility from your complaint. Customers who feel that way wholeheartedly are typically those trying to beat the system (ie, store policy). For those such customers, I take pride in NOT letting them get their way unless their way is rightfully deserved. I'm sick of people coming in for various reasons, typically at the fault of their own, and complaining in a shouting tone just to intentionally make a scene. I gladly show those such assholes the quickest way to the exit, while declining any refund or exchange. I've done it before, and will wholeheartedly do it again to those who are deserving of my wrath.

Shopaholic, I love your answer.

The experience I had on the 13th of February, 2012 at your Abercrombie & Finch store at Fox Valley Mall in Aurora was the worst retail experience I have had in my life. I entered your store with the intention of purchasing an item I had seen on your website and making a return. When I asked your employee, Kristin, (a blond female around 5'3, who claimed to be the manager of the store) to help me, she refused to check the inventory to see if the store had that particular item. It was noticeably palpable that she had no intention of assisting customers and seemed outright lazy. It was her lack of professionalism; however, that really struck me. Not only did she lack customer service skills, but she was blatantly rude and arrogant. Next I asked her to assist me in returning an item I had purchased a day ago. She actually told me that she would not do so, without inspecting the item or receipt. I was utterly shocked by her bazaar behavior. When I tried to explain to her that the terms of the contract stated on the back of the receipt allows a customer to make a return, she interrupted me and began yelling that she was the manager and had the liberty to do as she very well pleased. When I asked her to refrain from screaming she summoned a male employee who was standing in another room to vouchsafe on her behalf, that she was not yelling. Following which, she asked me to leave the store. Your manager Kristin's behavior was simply unprofessional, disgusting, and ludicrous. She was obviously on a power trip and seemed very unhappy to be working at your store. Your store manager Kristin's arrogant and rude behavior makes her unfit to work in the retail industry or to work as a manager. This is not Europe! In the United States, customers are always right! And customers are treated with dignity and respect. You really need to train your employees and teach them about customer service which is a concept that is unmistakably alien to them. When a customer walks away with such a poor experience it clearly reflects on your brand. In fact, the experience is associated with the brand. The brand and the so called A & F experience you are selling is pretty pathetic. You have forever lost a loyal customer. I will opt to purchase clothes from SuperDry instead. You can also bank on the fact that I will relay my horrendous experience at your Aurora store to everyone.

I completely disagree with this complaint. I would first like to state that I was a customer shopping at this particular moment and witnessed the encounter take place. The issue I have with this complaint is that it completely twisted and false. The manager working at the time handled the situation with poise and grace. She was not only respectful to the customer but let's keep in mind that she was most likely following the rules that the company has made. In this particular incident, the customer was trying to return a pair of flip-flops she had purchased several days ago, only to turn around and by the flip flops back to use a coupon the company had been handing out. Something this customer obviously does not understand is that companies hand out coupons in an effort to get customers (new and old) to come into the store and make NEW purchases. It's a way to boost sales and actually make money. If companies allowed price adjustments for every single absent minded customer that claims to have forgotten their coupon at the time of their purchase, they would not be making money! Why even hand out coupons? It is clear that the reason this customer is writing such an insane complaint is that she came in thinking she could manipulate and cheat the system to get what she wanted. Unfortunately, the manager she was dealing with turned out to be someone who follows rules, so she left unhappy. I would like to address a couple false statements in this complaint. 1. The manager never raised her voice, in fact, the customer was the one yelling. She even told the manager working that she was an attorney and intended to sue her (seriously?) 2. Had this customer taken the time to read the receipt (or contract as she calls it...weird) she would have read that the company does hold the right to deny returns. 3. poor customer service is not what makes store experience UN-enjoyable. It's rude customers coming in thinking they should be treated like royalty and expect to get waited on hand and foot. What customers don't understand is that these are peoples jobs. They are not maids to clean up after you, they are not babysitters to watch your kids while you shop and they definitely are not about to bend the rules and risk getting in trouble just to allow one cheap customer save a couple bucks. I think the manager did the store a favor asking you to leave. I know my experience got 10 times better after you left.