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I have been a loyal customer to Anthropologie for a decade now. I've always praised the company's unique & beautiful designs to all of my friends & family. I knew every single item w/in the catalogs & each item I came across an Anthropologie piece of work from anyone I interacted with, I knew the season & year items came from. I truly was Obsessed. Many of my friends, family & employees told me to work for Anthropologie because I was constantly advocating for them. For me, I saw Anthropologie as a vision of how everyone should be or look to be: Unique & Beautiful in their own way w/o shying away from what others would think - thus, being Confident & Empowered to be themselves.
I always felt this way about Anthropologie until the past few weeks. I have 2 incidents in particular that have made me come to the saddening decision that I will never shop at this store again & it makes me tear up to say this. The first is w/ trying to obtain my Registry Gift List. I had recently been married in June 2022 & had received several items from guests; however, most of the packages did not depict whom had purchased these items. Also, some of these items were never received. I tried for months to either receive a list of whom had purchased what & when I can expect the rest of the items that had been purchased by guests, but I never have received any updates to alleviate my issues. When going into the stores, the employees try to be helpful, but they too were unsure on how to resolve my issue.
My second issue pertains to: trying to make an online purchase thru their website for my Grandfather's Induction into the Athletic Hall of Fame this past weekend. However, each time I had tried placing the order, w/in 12-24 hrs, the order was cancelled. I would receive an email notifying me: The order was cancelled; however, it did not disclose to me why the order was cancelled. The first 2 times I placed the order, I thought it was due to my bank account or was the wrong billing address. So, I tried again, & it continued to not work. After the third cancellation, I decided to reach out to customer service. Unbeknownst to me, my account was put on hold. Although Customer was extremely kind & helpful, they were unable to see why my orders continued to be cancelled. What was depicted to me was they would file a record to have someone reach out to me w/in 24-48 hrs & if I don't, to call Customer Service again.
I did exactly as told & after 48 hrs, I had called them back & conducted the same steps. I continued to do these steps for 3 weeks. After the third week, I explained the situation to another very kind Customer Service Representative named Devin, & instead of filing a record, he provided me the phone # to call to resolve the "Account Hold." After thanking Devin for his assistance, I reached out to the phone # given. However, unlike my previous experiences w/ kind & helpful Customer Service Representatives, I was greeted immediately w/ an extremely Rude, Disrespectful & Accusatory Dispute Representative. Again, unbeknownst to me, my account was put on hold for an order that was shipped to the wrong address months ago:
Months ago: My husband & I had just been married & moved into my grandfathers' home in Indiana. We were a few days in & had my brother-in-law's wedding w/in a week & a Family Mountain House Trip immediately following. Since we had just moved from TX to IN, we didn't have any idea where our swimsuits were. So, I had decided to order this very cute, unique & sophisticated bikini from Anthro. When going thru Checkout I use PayPal because it has all of my CC & banking info needed to easily complete my purchase. To this tho, since we had just moved to my grandfather's house, I physically typed into PayPal & double checked on Anthro's website: my shipping address matched my grandfather's address (since we just got there 2 days ago) & I ensured my billing address matched my previous housing address since I had not updated my billing address for my bank accounts.
After double checking this info multiple times, I hit submit on the order. The website stated my order was placed & I would receive the items in time to our traveling down for my brother-in-law's wedding/Mt. House Trip. However, a few days later when out shopping for some housing goods, I had noticed the order was being shipped to an outdated address & billed to an outdated address from >4 yrs.
I immediately called Anthro's Customer Service, explained to them I know I did not enter the wrong address because I had typed in the new address & double checked both PayPal & Anthro prior to hitting submit order & the Rep. was very calm & handled the situation perfectly. She had stated to me "There was nothing that she could do from her end since the product had already shipped. This happens all the time w/our systems where if there's a new address added or if there's a glitch in the system, it can sometimes refer to an old address which this appears to be that case. It's completely fine - What I recommend you do is to see if you can retrieve the package myself or from a friend or if not applicable to contact your CC company & notify them that I had not received my package due to being sent to the wrong address. This way you can get your money back from the order & not be punished for it."
After thanking her for her help & assurance, I followed the steps as she had stated: I sent my family over to my previous address - which failed. Then, I had reached out to PayPal & notified them the package was sent to the wrong address. PayPal issued me a refund & I didn't hear a thing from Anthro until I reached out to the Dispute Representative that's now referring to this incident.
As stated above the Dispute Rep. was extremely Rude, Disrespectful & Accusatory. His response to my asking why my account was on hold was: "Ma'am you placed an order & after receiving your order decided to return the order & submitted a dispute w/ your PayPal Account that you never received the order when you clearly did. Are you ready to pay for the amount you owe?" I was taken aback by what I was accused of & calmly stated to him: What happened w/ what I disclosed above in hopes there might be some understanding.
After my explanation, the Dispute Rep stated well "Ma'am our systems never glitch, no, yeah, You, put that address in & You Must Pay for your mistakes & these are the consequences you face when You decide to file a dispute w/ an order you receive." I then stated to him I felt it was quite unfair to be punished for following the advice of a Customer Rep, it was unfair to be punished for the actions of another individual whom I have no control over, it was unfair to be punished for something I know I did do - type in the correct address & how it's also unfair to be held hostage to paying for an unreceived order or being banned from shopping at Anthro for life despite being a loyal customer w/ all of these companies for as many years as I had.
His responses thereafter were, "Ma'am I don't care how much you have spent or if we're your Wedding Registry or whether you believe you're a loyal customer or who's at fault for your mistakes, & even if you don't have access to that address you are responsible for anyone taking your package & returning it to the store." This was also the case when asking to speak to a manager or trying to reason w/ this individual.
After coming to the realization that either I have to pay for this order I had never received & for my previous home's owners actions of returning the order or being banned, I gave him a grand Goodbye & started to reflect on the ordeal. I was in tears. I loved Anthro & have never given them a reason to lose trust in me as a customer. I have spent far more than I should have & loved to purchase their items as gifts to friends & talk about their items to others. & to hear this one individual's stance of me is shattering & provides me w/ clarity as to how Anthropologie truly feels about me => Nothing, a Criminal, a Nobody, a Liar & Thief. I know the customer isn't always right, but to be treated in this manner is completely unacceptable & should never be tolerated by anyone. Everyone deserves much more respect than this & I hope this is never the case w/anyone else...
When reflecting and researching why I was being treated this way, I came across the following article where several customers had endured the same experiences: **. After reviewing this article in disbelief, reflecting on my most recent experiences I came to my husband & asked him for his advice. He decided to investigate himself by contacting Customer Service & the Dispute Rep & Researched online - he unfortunately was met w/ the same obstacles (mind you, he's much more calm & understanding than me) & his response to everything he had heard from myself & his own experiences was we're returning everything from the Registry, we are never shopping from this place again and everything that we have not used is getting returned too.
No one should be treated in this manner especially when spending a lot of money on goods, no one should encounter as many obstacles w/ trying to spend their money on something as expensive as Anthro & we will not endorse a company that has proven to be an advocate of treating others in this manner. For him to come to such a definitive stance like this is enough for me to draw the line & never go back.
Many of the clothes on Anthropologie do not look like they do in person. Example: colors may be vibrant in photos and very washed out in person. Also, their return policy is horrible. You can return an item, they receive it within a few days, but they take 2-3 weeks to issue a refund AFTER they have received the item(s). Overall, their items (mostly made in China) are too pricey for the quality, and the customer service is lacking.
I purchased two hanging pendant lights, and inspected them upon receipt to check for damage. A few months later when I went to hang them up in my new home, I noticed that the box only contained the shades and none of the hardware that was supposed to be included (we purchased the hard wired versions). I immediately contacted Anthropologie to ask if the hardware was sent separately? They said no, it should be in the box. But there was nothing. Shockingly, the company is refusing to send the missing hardware/light component and they are also refusing to refund the purchase because I received it more than 30 days ago.
This feels like a scam. I am truly bewildered that a company as big as Anthropologie and with its reputation would take this position. Basically, buyer beware to anyone who buys from this company that is selling expensive home products without taking any responsibility for its own errors or about the fact it is selling goods that can’t even be used for their intended purpose.
I would expect this from some random cheap company trying to scam people out of a quick buck but not from a company like Anthropologie. Now I have two oversized lamp shades that are completely worthless to me. Truly shocking experience! A message to Anthropologie executives: you will have zero staying power if you treat customers like this. Customers: stick to the Crate &Barrels and CB2s of the world, who have real customer service.
I have been a loyal Anthropologie shopper since the company started. I always have been able to find unique pieces and most of my wardrobe has been purchased from this company. Over the last 6 months I have visited a large scale store on a regular basis, coming out empty handed. The variety and selection appears to be limited to a younger demographic 20-30's. Most items are either too short, have cut-outs or are backless and not age appropriate for the 50-60 year old woman. This demographic group is normally able to afford the prices of Anthropologie apparel, yet it appears our needs have gone by the wayside. Most items I have ordered online, I have returned. Please bring back the timeless Anthropologie apparel aesthetic: stylish and unique for a variety of age groups from 20's to 60's.
I have loved Anthropologie over the years ordered thousands of dollars of household items. Then, they offered a clothing line, loved the styles so I was excited to start shopping for clothes and jewelry. Spent quite a bit of money. I found that the clothes were either great quality or very poor quality but I still ordered from them taking the chance. But, then I noticed they would charge my credit card twice for the same item. I reached out to their customer service which is outsourced. I was promised that someone would follow up with me about these errors. No one did which was frustrating so I had to file a credit card dispute.
Now they’ve flagged my account so I can’t order from them. No one has ever reached out to me which really sucks but it sends a message to be done with them. Too bad Anthropologie, you had years and years with a customer who was willing to pay more for some things that were probably not worth the price. It’s a shame because I can’t recommend anyone order from you, unless you want to risk being charged in error. If you dispute it no one in their customer service will help you!
In December 2021 I ordered several items. A day after purchase I was told they were on backorder, a month later they cancelled my orders. I ordered 3 mugs January and they arrived in two separate orders and one is back ordered until April. Yet they are still selling the back ordered mug online. I emailed customer service and the response was dismissive. This has consistently been a problem for the last several years, orders being cancelled, not refunded or taking months to show up. I have shopped at Anthro for over 15 years, but I will never order online with them again.
Anthropologie charged me 4x for an order on backlog that was eventually cancelled (only because I spotted it before Anthropologie charged me anymore!). 2 months later I STILL haven’t received a refund. I’ve contacted the support team 5 times about this issue, each time with new promises made but nothing followed through. Horrific customer service. Give me back my money. Clearly no understanding of the damage caused to customers with issues like this. I hope someone senior sees this. I am furious.
I have made 2 separate online purchases from Anthropologie. One in late November and one in late December. They ended up canceling both of my orders. One supposedly shipped but never moved. The other they didn't have the product. Both times I was assured that the products were coming my way. When I reached out to customer service after they cancelled the last order they said that they didn't have the product. It appears to me that it is a practice of theirs to advertise and take payment for items that they don't have.
I ordered few mugs as Christmas presents one item kept canceling. When I ask about the order the customer representative called Chityala just dropped on me wasting 10 minutes after a long chat. They never said it got canceled but said or it's back in stock pay the price and pay for shipping and take it. Then I talked to a another person who even didn't bother to spell my email (he said whatever those letters are) and said he just went on blabbering a new order number and said I didn't listen to him properly. Then he started swearing at me. After waiting over a month and two very rude customer representatives I had to pay the original price (my order was from their sale). This is the last time I'm doing business with them. Funny thing is you can't review them over in Google or Facebook: they know they are bad. They don't want to show their real bad crude attitude towards customers but show they are so fun and whimsical. Well NO MORE!
I purchased a Xmas present for my wife on the 14th of December, they took my order and confirmed the order to be delivered before the 24th. Last minutes I received an email saying the order is cancelled. Today is the 23th. Screw you guys. You are so ** up you should not be in business.
Like others have said.. Don’t order from here if you want to get your item. I’ve had so many issues in the past 2 years that there is not enough space to say what happened other than it’s a crap schute if you get your Items. Also customer service doesn’t seem to care.. and not willing to help other than to refund your money. So disappointing and getting ready to stop shopping here. Laser ship (of of their shipping companies) is just as bad!!
Never order anything online from this company. The operational systems used by this company are dysfunctional whether you order from their retail outlet or through their customer service department. I originally ordered a $200 dress for my girlfriend at their Lake Buena Vista, FL store in October to be delivered to her address. When I got home that day, I noticed that the store clerk had switched the billing and shipping addresses with it being billed to her and shipped to me. I immediately called Anthropologie's customer service department and explained the mistake. They said they would cancel the store order and reorder it using the correct information.
To make a long story short, we ended up getting two dresses and being charged twice. I did not get refunded for their mistake until they got the dress back in their warehouse. You would think I would have learned my lesson but, we went back to Anthropologie's Orlando store and ordered a pair of jeans for my girlfriend. This time I made sure to have them send the jeans to my at my billing address. They ended up shipping it to my office with my first name and my girlfriend's last name. Of course the girl at our front desk didn't know who that package was meant for and sent it back. After this I called customer service and found out that the one that was sent back was the only size 25 in the whole store. Worse than that, they had no way to identify the one that was being returned to them to redirect it back to me.
Customer service could not help and I got bumped up to a supervisor who said all she could do was but a note in the system and offer me a discount code. The call ended with no satisfaction and no discount code. For a company that is so proud of their product (judging by the pricing), they have the systems and customer service acumen of a discount thrift store. It seems like they could invest some of those exorbitant margins into themselves and have their operations match their pricing. No way to talk to company management and no one accountable for the time and effort I had to spend just to buy this overpriced clothing. This seems like a trend coming out of California based companies. Buyer beware. Just another dissatisfied customer.
If I could I would give it a no star! I ordered 3 items from them on the same order. The order was broken into two and delivery times were different. I didn’t think anything of this but lo and behold I only got one item. The tracking says I got the second and third item a week later which is not the case. I called asking where my item is and they said I had to take it up with the shipping company. I told them that I had purchased items from them not the shipping company and that they should be responsible for the delivery but I only got a, "We will get back to you."
An hour later I get an e-mail stating and I quote “I'm sorry that you didn't receive your package. Since the tracking information, here, shows that the package was delivered, on October 25, to the address that was verified at the time the order was submitted for processing, we will not be able to process a refund or ship a replacement for this package. Per our policy, it is the responsibility of the customer to retrieve the package from the address which it was delivered.
“There is a possibility that this package will be returned to us as undeliverable. In that case, the warehouse will issue a refund. This process can take up to 3 weeks, and you will be notified when the order is returned to us. If this package is delivered to the address that was entered during checkout, it is the responsibility of the customer to retrieve their order from the location where it was delivered. We do recommend that you delete and remove all old and outdated address from your account.”
I then responded: "Can you prove that the package was actually delivered at that address? I need a picture of where the package was delivered as proof that it was actually delivered to... like the previous package was. The freight company is run by humans that make mistakes and it could have been delivered to a wrong address, these are human mistakes that happen often. Please provide proof of delivery and then we can talk about not refunding what I never received."
Which this was the last straw: "Unfortunately, a picture of the delivery was not provided because pictures are not required to deliver packages to the requested address. If you are unable to locate your shipment, please file a theft report with your local police and use that report to open a claim with your homeowners or renter’s insurance. The only thing we have is the tracking. We apologize for any inconvenience this may cause."
I feel cheated out of my money and very disappointed. I will definitely never ever buy from this store again and advise anyone thinking of ordering online not to. As I said, it is humanly possible that the package was delivered elsewhere and I got the bad end of the stick with the store not taking responsibility for it. Very disappointed in this store. They definitely lost me as a loyal customer.
I bought a few items from Anthropologie. I wanted to return 1 item, so I chatted with their customer service employee to confirm the return policy and if I have to return at the store or if I could ship it back. Their customer care employee said I can return my item using FedEx or UPS and to keep my receipt to get fully reimbursed. I thought this was a good policy given Covid and they are trying to limit people coming into their stores. I also saved this chat. When I went for a reimbursement, I was hung up on several times when explaining the situation and then I was denied the reimbursement once I got a hold of someone. As a company, you should not deceive and lie to your customers. I reported them to the Better Business Bureau, they again denied the claim. Either way, this is not the first time I have heard of a company being stingy and unlawful. Treating their customers this way and breaking a law is disgusting.
I ordered shoes in April that never came but I still get emails saying they will be sent in May then August and now September. If I had known they would take this long I would never have ordered them but when I bought them, the listing said they would be available in a couple weeks. This was very misleading.
Ordered shower curtain, package delivered empty, when I called, the person said to file police report and call back with report #? I got a police report # saying item might have been stolen from package, Anthro person said they don’t take police reports and sorry. I called my cc card and told them situation, they credited my card and said they would contact Anthropologie. I just received email from Anthro saying my account is on hold and that includes Urban Outfitters and their other companies until I provide a credit card and pay amt that they were charged back, any of my orders would be cancelled and any other future orders would not be allowed?!? They ABSOLUTELY SUCK! I’ve shopped with them over 15 years and I will never do it again. (Of course they won’t let me) LOL
Just horrible all around. I ordered a set of small bowls and three other larger bowls from a wedding gift registry, to be wrapped with a message of good wishes. They sent the set of bowls separately with no wrapping and no message. They were set to send the other three bowls, each in a separate box, each gift wrapped separately and charged so, and each arriving at different times with only one message on one bowl. When I called to ask what we could do to fix the situation they said, they could cancel the second order because it hadn't been sent yet. They could not send the three separate bowls together. Period. They did not want to fix the situation at all. They did not even recognize that their system is confusing and not at all conducive to sending a gift. Confusing system. Horrible service. I will never shop from them again.
Call Anthropologie corporate offices to voice your concern about its discriminatory blacklisting policy. The number is (215) 454-5500. This company clearly doesn’t understand customer service or retention.
Anthropologie is a lovely store! They have everything a woman would want from clothing to gift items, jewelry, things for your home, etc. And everything is displayed so beautifully. So I highly recommend Anthropologie!
I am a long time Anthropologie shopper and I was given a gift card 10 months ago. I went to use it online several days ago and the PIN number came off when I peeled the tape off (the gift card is made out of cardboard). I was told by customer service to email copies of the front and back of the gift card to 2 different emails which I did. They have not been able to help me and keep telling me to go back to the store where it was purchased. I have told them numerous times the store is no longer open. I called another local store and they told me that they can't take the gift card without a pin number. They have all told me that they cannot help me so I guess they are now up $100 by not honoring their defective gift card.
Never purchase gift cards from Anthropologie or Bhldn. There's no expiration on these cards, but if you wait too long they become "invalid" and trying to get anyone in customer service to help you use the gift card is a joke. They give you the run around for MONTHS and then give you attitude when you ask them for resolution instead of being shuffled off. No one helps, you just get shuffled to the next person only to be shuffled back to the same person who shuffled you away weeks before. TERRIBLE service. Will never purchase gift cards from either of these organizations. Purchase at your own risk. The one you gifted will not get to actually use the money (without going through obstacle after obstacle of headaches).
I’ve been buying from Anthropologie for years and and never had an issue. I purchased some clothes back in October and returned by mail some items because of Covid and they come and tell me 6 months later that they haven’t received them. After a few days of mailing my return I got the refund so as always, didn’t think twice about it. They are now wanting me to return pay for what they didn’t received when those items are returned and not in my control that the post office lost them or who knows! I’ve called twice and they offer no solution and they are horrible at their customer service, they refuse to tell me what items they have or not received and they expect me to re pay blindly. They sound like they are scamming people. Idk what to believe since I’ve made ti time to call and solve the situation. Be careful cause they may be scamming you too!!!!
Just be aware they will charge you the item you returned 6 months later and put you in their blacklist. I would give -1 star if I could. I've always a very loyal customer of Anthropologie, I've been frequently shopping on their site since 2013, I even bought my wedding dress there. On 4/22/2020 I bought a couple of things including one BHLDN dress size 2. It wasn't my size but I still I want to give it a chance, I didn't know that was a beginning of a big mistake. Long story short I returned the dress with another 3 items, I have the record from USPS, return slip.
However, 6 months later I saw there was a new charge $130 from Anthropologie, I felt weird because I didn't shop on their site that month. And after I talked with them I just realised that they claimed they didn't receive the dress I returned so they charged from the credit card I used. This is absolutely ridiculous, because first of all I swore to GOD I returned that dress. And more than that dress. I returned overall 3-4 items, put them in the same box, they received the rest of them but not the dress? I asked them to give me the proof the dress wasn't in the box or the weight record of the package from the post office. They couldn't provide. To me, charge me for something I don't own, it's stealing!!!
Second, if they didn't receive it they should contact me immediately or even just before they charged me, not charging me 6 months later without any notification. I contacted them at least 3, 4 times they always tell me it's a systemic error and they'll refund me but it never happened. What's even worse is after they charged me for the item I never have, they put me on their blacklist. While I'm still waiting for their investigation for a month, I found all the recent orders I placed have been canceled. The orders that I spent hours shopped on their site, they cancelled it with no reason. I tried to contact them many many times, of course, they never contact you back after they "investigate" as they promise. And now I can't even place any order on their sister company Urban Outfitter!
I can't believe they are this evil, this is definitely the worst shopping experience I ever have, especially I love this brand so much and it accompanies me for so many years. But it's time to say Goodbye, this world is never lack of good brand. Only the one treat value their customer will be successful. As so many similar awful reviews I read about Anthropologie I can foresee in a soon future they'll lose a ton of their loyal customers they've been working so hard on for years soon.
My experience is over an item I returned and they not only did not credit my account but when I disputed the charge on my credit card they froze my account. It happened when I made an online purchase and returned it in the store after they cancelled my order and sent it to me later so I returned it. It has taken months to argue my case and provide the store with copies of all order, return and related documents including the bag they shipped it in and the return receipt from the store. Their process is unforgivable and as much as I enjoy lots of the clothing they sell, I will never go there again. I am very sad that they did this to me as the staff in their stores are generally very nice and helpful but this was out of their hands. Bye Anthropologie????
I have been a fan of Anthro for many years purchasing both furniture/big ticket items (I also purchased from them to overhaul my corporate office spending around $45k in a single Purchase) as well as their clothes and home goods. Each year the brand gets worse than the year before and I keep wondering when they will course correct and it all stems from poor customer service or experiences. Furniture orders are at the top of the list for worst experience in terms of quality control (damaged or cheap pieces) and then dealing with third party companies to actually get your furniture, anthro corporate changing when items will be built and shipped - I always get the run around and when you are paying $2400 for a chair and $4000 for a bed you would think service and quality would be there but it’s not.
In terms of online - they need a new inventory management system. In the last two years if I buy more than 4 items in a single order I usually get an email 2 weeks after placing the order a certain item sold out and the order was cancelled. Very slow shipping and processing times where I'm waiting 3 weeks for items when the site makes it sound like I’ll receive the goods in a 5 days.
But what sent me over the edge to write this review is their ambiguity and lack of service with returning items in the store. On receipts some items say you can’t return in the store (furniture, bathing suits) but most items do NOT have that label so you attempt to return in store and they say they can’t accept it. I asked an employee in store for help decoding how am I supposed to know which items I can return in store or not as the item I tried to return didn’t have the “CANNOT RETIRN IN STORE” line item like other items in my order, and her response was - "You need to cal the store beforehand on each item to confirm as the site and receipt is not reliable".... Something doesn’t math out. If y’all want to be a bargain store and cut corners on service and quality - no prob - but charge bargain prices. I'm sad to write this review - because I loved the store so much, but it’s time to move on and save others from the pain of anthropologie.
I ordered a dress from Anthropologie on February 4. Because I have moved across the country since the last time I placed an online order from Anthropologie, I entered my new address. The next day (less than 24 hours after placing the original order), I checked the confirmation email and realized the package was ordered to my old address. I’m not sure how this happened; my guess is that the page refreshed while I was placing the order and automatically entered the incorrect address.
I immediately chatted with an Anthropologie customer service agent explaining that the package was being sent to the wrong address. This agent informed me that although the package was not yet ready to ship, they were unable to change the delivery address or cancel the order. I then chatted with another agent who told me they could also do nothing to help me and I would have to contact the shipping service. When I asked which service would be taking care of the delivery, they could not tell me because the package was not yet ready to be sent. I was advised to wait until the package had a tracking number, indicating it was ready for delivery, and then contact the deliverer.
In the meantime, I chatted with Anthropologie via Facebook and explained my situation. I was told that nothing could be done to stop or change an order except during a 5- to 10-minute window after it has been placed. I received no assistance, as I expected, but I asked that my feedback be passed on to a supervisor. I received a generic response that my feedback was valued.
As advised, I waited until I received a tracking number, then called the delivery service (OnTrac). They informed me that although I had the correct tracking number, the package was not yet in the OnTrac system, so they were not able to change the address. Because it was a Saturday, I was told to call back on Monday and request a change of address. (The package was supposed to be delivered on Wednesday.)
This representative also informed me that after I called OnTrac back on Monday, I would also have to call Anthropologie and ask the store to confirm the change of address, because OnTrac is not authorized to reroute a package without approval from the sender. This perplexed me, as Anthropologie had indicated that they could do nothing to change the address and my only option was to contact OnTrac. I tried calling on Sunday just in case, but OnTrac was closed, so I filled out the online form requesting a reroute in case that would speed up the process.
The next day (Monday), I called OnTrac as I had been directed, and the agent who answered informed me that the package was already out for delivery (ahead of schedule) to the incorrect address. I asked her to stop the package, and she told me while I was on the phone with her that she had paged the driver and rerouted the package to the correct address. She said the driver would bring the package back to the processing facility in Hayward, California, and then reroute it. I also told her that I had filled out the online form yesterday just in case, so she made a note in OnTrac’s system that the request had been taken care of over the phone. I thanked her for resolving this issue for me.
That evening, I received a confirmation email from Anthropologie that my package had been delivered to the incorrect address in California. Confused, I emailed OnTrac to explain that an agent had rerouted my package, and they told me there was nothing they could do to help me and that I must contact the sender to resolve the situation, as the package had been delivered. I received no explanation as to why the package was delivered after the driver had been paged to stop the delivery.
I contacted Anthropologie again and explained the situation, and the customer service agent told me she would note that the delivery was a lost package and I should receive an email within 72 hours detailing next steps. I waited a week. I had not received an email, so I chatted with another customer service representative, who told me that the request for a lost package had been submitted but not processed yet. Once it was processed, they told me, I would receive an email and would then have to dispute the charges with my bank.
Rarely have I engaged with a company so disinterested in providing actual customer service. It is disappointing that a corporation as large as Anthropologie apparently has zero control over its own orders and inventory. I find it hard to believe that Anthropologie cannot afford to reimburse me $180 when I pursued every possible means of rectifying a situation that could have been easily fixed if one employee were willing to provide a human experience instead of using the system as an excuse.
For several years, Anthropologie was my go-to store to find a unique dress for special events. However, more recently, my last 2 online orders have been canceled and I was notified on the day shipment was expected. When I called customer service, I was given the "sorry" response; however, sorry doesn't help me find a different dress on such short notice. I can accept my order being canceled once but having 2 orders canceled is just so unexpected. Maybe Anthropologie needs invest in better inventory management.
I have been a loyal shopper at Anthropologie since the late 90’s. I have even bought incredibly expensive furniture there and so much clothing - probably totaling 50,000$ or more over the years. Recently, I spent hours looking over the clothes online until I found four items I wanted. I ordered them and 40 minutes later received an email that my order was cancelled without any explanation. I tried reordering using different payment methods and even a different email address and the order was cancelled SEVEN times. I chatted with the customer service in India and the only help I got was they had a “technical difficulty” and I would receive more information over email in 24 to 72 hours.
Meanwhile there are holds on all of my accounts for this order. And I asked my friend to place the order for me in case I was banned for some unknown reason and her order too was cancelled just like clockwork. I have wasted so much time and money which is on hold in my accounts and I am not getting these clothes which I dearly want and I am beyond angry and frustrated. Not a good way to do business and not a way to treat a lifelong loyal customer.
It saddens me to write this review because Anthropologie has been my favorite store for almost 20 years. However, the company has really gone downhill in the past year. After having trouble with an expensive furniture piece of furniture a few months ago, yet another issue that for some reason is taking forever to resolve. I ordered a wine rack many months ago and was charged after it was restocked (in Nov), the item arrived in December but then I was charged again in January. I brought it to the attention of Customer Service on Jan 5th. The woman told me the order was a mess and hadn't shown it had been delivered but she saw I was charged twice and took my info and promised a refund by the end of the week.
End of the week came and nothing, I emailed and called again and they promised by Monday. It's Thursday, still no refund and no apology. This was 100% their mistake, yet I am spending my time trying to get the refund they clearly owe me. Guess I will be moving on to a new Go-to store and will be opening up a dispute with my credit card. Warning to Anthro customers, check your credit card statements!!
I ordered two rings from the Anthro website, Christmas gifts for my daughters. I was told they would arrive before Christmas when I ordered. Not only did they not arrive, when I contacted Anthro about this they said the vendor they work with now has a delivery date for the rings in February. I said this was supposed to be a Christmas gift and two months later is unacceptable, I would like a refund. They said they would need to contact their vendor about a refund. This is two weeks later and I still do not have the rings or an answer. Completely unacceptable, Anthropologie. You have my money. I am now going to have to contact my bank to contest the charges. Shame on you, Anthropologie. I used to shop here and thought this company was upstanding. Apparently not.
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