I placed a ($300) order with A & F on 12/6, and paid for 2-3 day delivery. 6 days passed with no delivery and no communication from the company to update the ETA. when I look into their shipping tracking portal it says the order has been shipped, but has not yet arrived at the dispatch facilities. On Saturday 12/12 I called to find out when it is estimated to arrive. I leave town for two months on Thursday, 12/17, and wanted to request that either 1) it arrive by then, 2) we change the delivery address or 3) they cancel the order and refund me. The rep I spoke with said the only thing he can do is cancel the order. He said he cancelled the order, though I did not receive anything to prove such. I requested that he send me an email and he said he could not. He said that Finance would approve the request on Monday (12/14) and that I'd be refunded in 2-3 business days. 3 business days have passed and I have not received any update. The shipping portal still says the goods have not arrived at the dispatch facilities, and no refund has been issued. Today, 12/16 I called in again and after waiting another 25 minutes on hold, I'm told that the last rep I spoke with did not cancel my order and so the process has to start from scratch. This rep could still not provide me with anything to confirm what she had done, and again I had to trust her. I requested that she escalate the issue and all she could offer was the option to leave a message for a supervisor to call me back. I did so and have not heard back, have not received a refund, and have not received an order update. The systems they have for customer service are unacceptable, and I will not be shopping there again.
