Armani Exchange

5. I have never experienced anything like this with any company, not even an apology. Embarrassing, would never shop there again.

As I wandered around the store looking for items for my daughter, I immediately noticed that two of the sales ladies were forwarding me around the store. Now if they were providing assistance that would have been great but unfortunately that was not the case especially if I was in an area of the store where their view was restricted or limited the ladies would be there watching. So I stepped back and watched other customers that were not ** in color enter the store without any problem as they were free to shop without the pressure of being watched or followed.

I gathered my items and headed to the cash register to finalize my purchase, the situation bothered me so bad, I asked the male cashier (HFEHOO) if it is store policy to make the customer feel uncomfortable while they shop or, "If it is just your ** customers that you make feel uncomfortable." Either way this is UNACCEPTABLE. The young gentleman was extremely apologetic. Once I paid for my items I asked the young gentleman was their manager on duty and could I get the corporate information so that I could lodge a complaint. He stated “yes”, I spoke to Ms. **, and explained what had happened and even pointed out two ** couples that were inside the establishment that were free to shop without harassment or being followed. The manager turned her back to me as if I was being dismissed and immediately started back organizing the belt on the wall unit near the register as she stated “I’m sorry you feel that way”,

I have been shopping at this store since they opened and am extremely upset and most of all embarrassed by these events. I hope that this letter explains my feelings and disappointment with what has occurred with your staff, I hope that this never happens to anyone else while shopping in this establishment. These ladies along with the store manager need diversity training, for a better understanding that ALL ** do not steal and I hope that corrective measures are taken swiftly. If you have any questions or concerns please feel free to contact me. Thanks in advance for taking time out of your schedule to read this complaint.

I requested to cancel the order and was told it had already been processed and my only option was to return the order once I receive it. I explained to the cust. svc. rep. that had I been told this during my initial call 6 hours earlier, I could've cancelled at that time and re-ordered the items using the discount. I asked to speak to a manager and was given an excuse as to why I could not. I have never received such poor customer service. I have made many purchases from Armani Exchange in the past, but they have just lost a customer.

I managed to find most of the items again and reordered on Monday. This morning (Wednesday) the order status for all changed to ‘shipped’. 2 hours later I received emails that all orders had been deleted as the items were found no longer available. In the meantime they’ve held over 1000 on my card which will take 4-6 days to refund.

This operation is either grotesquely incompetent or there is something untoward as it seems from reading other reviews a common occurrence that they charge for non-existent goods and then cancel the orders later and refund. I will never order online with these cowboys again and am amazed that Armani are damaging their brand by having such a dreadful online business (that most companies mastered a decade ago).

The next day, I received an AX email saying they canceled the order: "We'd like to inform you that your order ** and the related credit card transaction have been canceled. We hope to see you soon our Online Store. Thank you, Armaniexchange.com" What? Why? I emailed their customer service, and did not get a response. Eight hours later, I called AX customer service, and rep Chris said that Payment Processing cancelled the order for security reasons. Maybe because my ship address and billing address were different? That's still no reason to cancel without any contact. I asked if he could reinstate the order? NO. "Ok, then can you create a new order for me, using the previous order, so I don't have to reenter everything?" (Spent two hours shopping and checking out.) NO.

So, called my credit card company, and they verified that the transaction was approved. I could see the pending amount set aside for AX. The Capital One rep called AX, with me on the line, and spoke to AX PP dept. Same vague and obscure answers again from AX. The credit rep confirms with the AX rep that the transaction is approved. The AX rep says someone will reach out to me by 5 pm. Also advises me to use another credit card.

Later, I get another email: "We are sorry to inform you that we have been obligated to cancel your order **. Following standard verification procedures, our bank was not able to approve the payment transaction. As a solution we invite you to select a different payment method if you wish to place a new order. The payment authorization was canceled at the same time as the order. Orders placed with Credit Card will only be charged when orders are actually shipped."

False! The charge is on my credit account and will not be removed until 2/19. AX CustCare reps all said same thing: Use another credit card. Well, why would I when the charge was approved? And, how do I know they will not cancel the order, because of shipping address or some other vague reason? The credit card rep was very helpful, and even offered that if I use another card, she would credit me the rewards miles. Now that is customer service, thank you Capital One.

I shared my experience with a friend who wears a lot of AX. He said he never shops online with AX anymore, because of bad customer service. Well, this experience has left me not wanting to give AX any of my money and business. Such absolute unprofessional service. Their executive leaders have a lot of work to do to turn this around, based on similar experiences and reviews I see here on Consumer Affairs and other sites. The best way to get companies to provide better service is to stop spending money with them. When they start losing money, then they'll have to improve or go out of biz.